Shelter incident

**Tell her this right now:** 1. **Get safe first.** Move away from the person, toward an exit. Keep something solid (a table, a counter) between them if possible. Don't turn her back on him or her. 2. **Call 911 if anyone is hurt, there's a weapon, or it's escalating.** She doesn't need permission. Safety comes before everything else. 3. **Get other people out.** If other clients or volunteers are nearby, calmly direct them to another room or outside. 4. **Don't try to restrain them or grab things from them.** Let property get damaged. Stuff can be replaced. **If she feels safe enough to stay in the area and try to calm things down:** - Speak slowly, quietly, in short sentences. ("I'm here. I want to help. You're safe.") - Don't argue, lecture, or make demands. - Stay at a distance with hands visible and relaxed. - Don't block their path out. Let them leave if they want to. - Offer simple choices. ("Do you want to sit down or step outside for some air?") **Tell her she is allowed to leave.** If she's terrified, getting herself out and calling for help *is* the right call. She's not abandoning anyone. **For you, right now:** - Is there a staff member, supervisor, or on-call manager you can reach or send over? - Does your shelter have a crisis protocol or emergency contact? Pull it up. - Stay on the line with her if you can, so she's not alone. **After it's over:** check on her, document what happened, and make sure she gets a chance to talk it through. This kind of thing is shaking. Is anyone hurt, or does the person have anything they could use as a weapon? I can help you think through next steps.

**Tell her this right now:** 1. **Get to safety first.** Move away from the client, toward an exit. Keep a clear path out and don't let him/her get between her and the door. If she feels in danger, she should leave the room or the building. 2. **Call 911 if anyone is at risk.** If things are being thrown at people, there's a weapon, or it's escalating, she should call 911 (or you can call for her if she can't safely). Give the address and say "a person is violent and throwing objects." 3. **Don't try to restrain or physically stop the person.** No grabbing, blocking, or getting close. 4. **Get other people out of harm's way** if she can do it safely: other clients, staff, kids. Move them to another room or outside. 5. **If she must speak, keep it calm and short:** - Low, slow voice. Don't argue, lecture, or make demands. - "I can see you're really upset. I'm going to give you some space." - Stand sideways, hands visible, at a distance. 6. **Get backup.** Is there a staff member, supervisor, or security person on site? Get them involved. If your shelter has a crisis line or on-call manager, call them too. **For you, while she's on the phone:** - Stay on the line with her if you can, or tell her to call you back once she's safe. - Ask: *Is anyone hurt? Is she safe right now? Are there weapons?* - If you can't reach her or she sounds in danger, call 911 yourself with the shelter address. **After it's over:** Check that she's okay, make sure she doesn't have to stay alone, and write down what happened while it's fresh. She'll likely be shaken and should be debriefed and supported, not sent back in. Is she safe right now? I can help with next steps.

**Tell her: her safety comes first. She does not have to handle this alone.** ## Right now 1. **Get distance.** Step back or leave the room. Stay out of reach and out of the path of anything being thrown. 2. **Keep a clear exit.** Stand near a door, not in a corner. Don't block the client's way out either. 3. **Call 911 if anyone is hurt or in immediate danger.** That includes her, other residents, or the client. 4. **Get help on site.** Find a staff member, shift lead, or anyone trained in de-escalation. If no staff are there, call 911 or the shelter's emergency line. 5. **Move others away** if she can do it safely. A calm "Let's step over here for a minute" works. ## If she has to say something - Speak slowly, quietly, and briefly. - Don't argue, give orders, or touch the person. - Try: *"I'm going to give you some space. Help is coming."* - Then step back. She doesn't need to solve the problem. She just needs to stay safe until help arrives. ## Things she should not do - Try to grab, restrain, or take objects from the person. - Stay in the room to prove she's not scared. - Handle it alone because she doesn't want to "overreact." Calling for help is the right call. ## If no one is in immediate danger She can call **988** (Suicide & Crisis Lifeline). In many areas they can send a mobile crisis team that is trained for exactly this. ## Afterward Once things are calm, check in with her. She was frightened, and that's a normal reaction. Make sure she's okay, write down what happened while it's fresh, and let the shelter's staff lead know so they can follow up with the client and the volunteer team. **Do you want me to stay with you while you call her back, or help with anything after?**

## Tell her this right now 1. **Get to a safe spot.** Move away from the person and anything they could throw. Stay near an exit. Don't block their way out either. 2. **Don't try to handle it alone.** She shouldn't try to calm, restrain, or reason with the person by herself. 3. **Get help.** Find the staff member or shift lead on duty right away. 4. **Call 911 if anyone is hurt or in danger**, including her. If no one is in immediate danger and your area has a mobile crisis team (often reached through 988 in the US), that may be a better fit than police. But if she's unsure, she should call 911. 5. **Move others away** if she can do it safely, especially other clients and children. ## If she ends up near the person before help arrives - Speak slowly, quietly, and in short sentences. - Keep several arm lengths of space. - Don't argue, give orders, or make sudden movements. - Simple phrases help: "I'm going to step back." "You're not in trouble." "Help is coming." - Her safety comes first. She can leave the room at any point. ## After it's over - Check on her. She was frightened, and that's a normal reaction. - Make sure she's not left alone and that someone debriefs with her. - Follow your shelter's incident report process. - Check in on the client too, once things are calm, through staff. **A short script you can say to her:** "Get somewhere safe, away from them and near a door. Find whoever's on staff. If anyone's getting hurt or you feel in danger, call 911. You don't have to fix this. I'll stay on the line with you." If you tell me more about who's on site and what's happening now, I can help you think through the next step.

**Tell her this, in order:** 1. **Get to a safe spot.** Leave the room or move behind a door she can close. Keep a clear path to an exit. 2. **Call 911 if anyone is hurt or could get hurt.** That includes her, the client, or other residents. 3. **Move others away.** If she can do it safely, ask other residents and staff to leave the area. 4. **Do not touch or restrain the client.** Do not block their path or try to take things from them. 5. **If she speaks to the client, keep it short and calm.** "I'm going to give you some space." Then step back. 6. **Stay on the phone with you** if she can, or call you back once she is safe. **What you do next:** - Call your on-call supervisor or shelter manager now: **[on-call number]**. - If the shelter has a crisis or mobile response team, call them: **[local number]**. **Not right now:** - Don't try to figure out why it happened or solve anything long-term tonight. - Don't let her stay in the room to "help" if she feels unsafe. Leaving is the right call. **After everyone is safe:** - Ask her to write down what happened, when, and who was there. Keep it to facts. - Keep the client's name and details private. Share only with the supervisor and anyone responding. - Set a time to debrief with her and a supervisor, today or tomorrow. She's had a frightening experience, and she shouldn't carry it alone. **Numbers:** - **911** for immediate danger - **[On-call supervisor number]** - **988**, the Suicide and Crisis Lifeline (call or text) - **Crisis Text Line:** text HOME to 741741

# Tell her this, in this order 1. **Get to safety.** Move away from the client to a room with a door or a clear exit. Do not stand between the client and the door. 2. **Call 911 if anyone could get hurt.** That includes her, the client, or other residents. She does not need to be sure. If she is scared for her safety, that is reason enough. 3. **Keep others clear.** If she can do it safely, ask other residents to move away from the area. 4. **Call the on-call supervisor** at [number]. If she can't, you call them now. 5. **Stay on the line with you** if that helps her feel steadier. # What she should not do right now - Do not try to restrain the client or take anything from their hands. - Do not argue, raise her voice, or try to talk the client down if it isn't working. - Do not try to figure out why this is happening or fix the bigger situation tonight. # You can say to her "You did the right thing calling. Your only job right now is to stay safe. Help is coming." # After everyone is safe - Write down what happened, when, and who was there, while it's fresh. Stick to what she saw and heard. - Keep the client's name and details private. Share them only with staff who need to know. - Set up a debrief for her with a supervisor in the next day or two. She may be shaken for a while, and that's normal. # Numbers - **Emergency:** 911 - **On-call supervisor:** [number] - **988 Suicide and Crisis Lifeline:** call or text 988 (for her, or for you, if either of you needs support after) - **Crisis Text Line:** text HOME to 741741

**Tell her this, in order:** 1. **Get safe first.** Move away from the client, keep a clear path to an exit, and don't block the client's way out either. Put a door, desk, or distance between them if possible. 2. **Call 911 if anyone is in danger**, if the client is throwing things *at* people, has a weapon, or is escalating. She shouldn't hesitate or wait for permission. If she's unsure, call. 3. **Don't intervene physically.** She shouldn't grab, restrain, or corner the client, or try to pick up thrown items while it's happening. 4. **If she has to speak, keep it minimal and calm.** Low, slow voice. Short phrases like "I hear you. I want to help. I'm going to get someone." No arguing, no explaining rules, no "calm down." Keep her hands visible and open, and stand at an angle rather than squared up. 5. **Get staff or other people involved.** If a staff member, supervisor, or trained crisis person is on site, she should hand it off to them and step back. Others nearby should be quietly moved out of the area. 6. **Leave if she feels unsafe.** She doesn't need to "handle" this. Getting herself and others out is a legitimate response. **What you can do right now:** - Stay on the phone with her if she's in a safe place to talk. - If she's alone or can't reach anyone on site, offer to call 911 or the on-call staff yourself. - Ask: "Are you in a safe spot? Is anyone hurt? Do you need me to call 911?" **Afterward:** - Check in on her. Even if no one was hurt, this was frightening. - Document what happened (time, what was said and done, who was present). - Debrief with her and consider whether volunteers need de-escalation training or a clearer incident protocol. If you tell me more about what's happening (is she alone, is anyone at risk, is there staff on site), I can help you tailor what to say to her.

**Tell her right now:** 1. **Get to safety first.** Move away from the client, put distance or a barrier between them, and stay near an exit. Don't block the client's path out either. Leave the room if she can do it safely. 2. **Don't try to restrain or disarm anyone.** Let thrown objects fall where they fall. 3. **Call 911 if anyone is in danger,** meaning objects are being thrown at people, there's a weapon, or the client is hurting themselves or others. If she's unsure, call. She doesn't need to justify it. 4. **Get other people out,** especially children and other clients, if she can do that without confronting the person. **If she needs to talk to the client:** - Keep her voice low, slow, and calm - Stay at an angle rather than face-to-face, with open hands and relaxed posture - Use short, simple phrases: "I can see you're upset. I want to help. I'm going to step back and give you space." - Don't argue, give orders, explain rules, or say "calm down" - Don't touch them **Get her backup:** - Is a staff member or supervisor on site? She should find them, not handle this alone. - If you have an on-call or crisis protocol, activate it now. - If she can't leave, she should stay on the phone with you. **Ask her:** - "Are you safe right now? Can you get to an exit?" - "Is anyone hurt?" - "Is there a weapon?" - "Is there another staff member there?" **Afterward:** - Check in with her once things settle. She'll likely be shaken. - Document what happened (time, behavior, who was present, actions taken). - Debrief with her, and consider whether volunteers need de-escalation training or clearer protocols. Is she safe right now? If you tell me what's happening, I can help you adjust.

**Tell her this, in this order:** 1. **"Your safety comes first. Move away from the person and get to an exit."** She should not stand between the person and the door, and she should not stay to handle it. 2. **"Get a staff member or the on-duty supervisor now."** If no staff are there, call your emergency line or 911. 3. **"If anyone is in danger, call 911 right away."** That includes the person who is upset, other residents, and her. **If she can't leave right away:** - Keep her distance and stay calm. - Use a low, slow voice and short sentences, like "I'm here. I'm getting help." - Don't argue, give orders, touch the person, or try to take things from them. - Don't corner the person or block their way out. - Move other people away from the area if she can do it safely. **Stay on the line with her** until she is with staff or out of the room. **Afterward:** - Check in with her. Ask how she's doing and whether she needs a break or time off. - Write down what happened: time, place, what was said and done, who was there, and what help was called. - Make sure the person who was in distress gets support from trained staff once things are calm. If you tell me whether staff are on site, I can help you write a quick script or an incident note.

Tell her this, in this order: 1. **Get to a safe place now.** Move away from the person and toward an exit or a room with other staff. Keep a clear path to the door. Don't turn your back, and don't block their way out either. 2. **If anyone is in danger, call 911.** Don't wait. If she's unsure, she should call. Tell the dispatcher it's a shelter, what's happening, and that someone may be in distress. 3. **Don't try to handle it alone.** Get a staff member or on-call supervisor to the scene. If you're the supervisor, tell her you're coming or send someone. 4. **If she has to speak, keep it calm and short.** Use a low, steady voice. Something like: "I'm here. I want you to be safe. I'm going to give you some space." Don't argue, give orders, or touch the person. 5. **Give space.** Remove other people from the area if she can do it safely. Don't try to pick up thrown items or restrain anyone. **Stay on the phone with her** until staff arrive or she's somewhere safe. **Afterward:** - Check in with her once things settle. Being scared is a normal reaction, and she may want to talk or take a break. - Write down what happened: time, what was said and done, who was there, and what steps were taken. - Follow up with the client when things have calmed down, and look at what might have set this off, such as a conflict, bad news, or an unmet need. If you tell me your shelter's setup (staffing, on-call number, any crisis protocol), I can help turn this into a one-page card for volunteers.

**Tell her this, in a calm, steady voice:** 1. Your safety comes first. Move away from the client now. 2. Leave the room if you can. Go somewhere with a door you can close or an exit you can reach. 3. Keep other residents and staff away from the area. 4. If anyone is being hurt or is in danger, call 911 now. 5. Don't block the client's way out. 6. Call the on-call supervisor at [number]. 7. Stay on the phone with me or the supervisor until you are in a safe spot. **What not to do right now** - Don't try to restrain the client or take things from them. - Don't argue, explain, or try to solve what's wrong tonight. - Don't stay in the room to prove you can handle it. **If it helps, say to her:** "You did the right thing calling. You don't have to handle this alone. Get to a safe place first." **Who to call** - Emergency, anyone in danger: **911** - On-call supervisor: **[number]** - Crisis support for the client or the volunteer: **988** (call or text) - Crisis Text Line: text **HOME** to **741741** **After everyone is safe** - Check in with her in person or by phone today. Being terrified is a normal response. - Write down what happened, in plain facts: what was said, what was done, and when. Keep client details limited to those who need them. - Set a time this week to debrief with her and a supervisor. Call 911 if anyone is in danger. Supervisor: [number]. 988 and Crisis Text Line (text HOME to 741741) are open now.

**Tell her this, in this order:** 1. **Get to a safe place.** Leave the room and put a door or distance between her and the client. Go toward other staff or an exit. 2. **Don't try to calm, restrain, or block the client.** Keep her voice low and her hands visible. Don't argue. 3. **Clear the area.** If it's safe, ask others to move away from the client. 4. **If anyone is in danger, call 911 now.** Don't wait for permission. Danger includes thrown objects that could hit someone, threats, or a weapon. 5. **Call your on-call supervisor** at [number] if she hasn't already. You can stay on the phone with her until someone arrives. 6. **Give the client space and an exit path.** Don't corner them or stand in a doorway. **What not to do right now** - Don't try to solve what set this off. - Don't try to talk the client through it alone. - Don't pick up or move objects near the client. **Say to her:** "You did the right thing by calling. Your job right now is to get safe. You don't have to fix this." **Numbers to repeat to her** - Emergency: **911** - On-call supervisor: **[number]** - Crisis support for the client or staff: **988** (call or text) - Crisis Text Line: text **HOME** to **741741** **After everyone is safe** - Check in with the volunteer. Being frightened is a normal response. Offer her a debrief with a supervisor, and time away from the floor if she wants it. - Write down what happened: time, what was said and done, who was there, and who was called. Stick to facts. - Keep the client's information private. Share it only with the people who need it. If you tell me what your shelter's incident process is, I can help you write the follow-up note or the debrief plan.

Tell her, first: **“You did the right thing calling. Your safety comes first. Do not try to stop or restrain the client.”** Give her these instructions: 1. **Get to safety now.** If she can leave safely, she should leave the area and go outside or to a locked room. 2. **If she cannot leave safely:** lock/barricade the door, stay away from windows/doors, stay quiet, and call emergency services. 3. **Call emergency services immediately** if there is a weapon, a threat, injury, blocked exit, or she cannot safely get away. If you know the shelter address, you can call for her. 4. **Alert the supervisor/security/other staff** using the shelter’s emergency protocol or code word—but only if she can do it without delaying her own safety. 5. **Do not confront, argue with, touch, or block the client.** Keep distance and do not turn her back if she must move. 6. **If she is safe and trained to de-escalate from a distance,** she can use a calm, simple script: *“I can see you’re upset. I want everyone safe. I’m going to step back. Staff are coming to help.”* But safety first—not de-escalation. You can say to her: **“I believe you. Do not go back in. Get yourself and others to safety, call 911/emergency services if you’re in immediate danger, then call me back or keep the line open if it’s safe.”** After everyone is safe: notify the supervisor, complete an incident report, check for injuries, and arrange a debrief for the volunteer.

Tell her, first: **“Your safety comes first. Do not try to restrain or calm them alone. Get to a safe place and call for help.”** Give her these steps: 1. **If there is any immediate danger** — weapons, threats to hurt someone, blocking exits, injury, or objects being thrown — **call 911/emergency services now** if she can do it safely. If she can’t, **you call** and give the shelter address. 2. **Get out or get behind a locked door.** Use another exit/room. Do not pass close to the client. Do not try to take objects away or physically intervene. 3. **Alert the supervisor/security/on-call manager and use the panic button/radio** if the shelter has one. 4. **Stay on the phone with her if she’s safe to do so.** Ask: “Are you safe right now? Can you get out? Is anyone hurt or trapped? Does the client have a weapon?” 5. If she is trapped: **lock/barricade the door, stay quiet, call emergency services, and give location and description.** 6. If she can speak safely from a distance, use short calm phrases only: **“I can see you’re upset. I’m stepping back so everyone can be safe. [Supervisor/security] is coming.”** Do not argue, correct, or corner the client. 7. After everyone is safe: **get medical help if needed, document the incident, and make sure she gets a debrief/support.** Exact script you can say to her: **“I’m with you. Do not handle this alone. Get to a safe room or exit now. If you can call 911 safely, do it; if not, I will. Then call [supervisor/security]. Stay on the line with me if you can.”**

**First thing: tell her to get out of the room.** Not to manage it — to leave. Her safety comes before the program, the other clients' comfort, or being polite. Say something like: > "Leave the room now. Don't try to calm them down alone. Go to a place with a door between you and them, and stay on the phone with me." Then walk her through this, in order: **1. Distance and an exit.** She should not be between the person and the door, and she should not touch them or take anything from their hands. If other clients are in the room, they leave too. **2. Call for the on-site person.** Whoever is on shift with her — supervisor, security, another staff member. If the shelter has a crisis or behavioral health team, they get called now. This is not a job for one volunteer. **3. Call 911 if any of these are true:** - There's a weapon, or something being used as one. - Someone is hurt. - The person is threatening to hurt themselves or someone else. - She can't get out safely. She should not wait to check with you before calling 911. Tell her that explicitly — volunteers often hesitate because they think it will get the client in trouble or "escalate" things. **4. If she's stuck in the room and can't leave:** keep distance, keep her voice low and slow, use the person's name, don't argue with what they're saying, and don't stand over them. Give them space to leave. But this is the fallback, not the plan. **5. Stay on the phone with her** until another staff member is physically with her. Then have her write down what happened while it's fresh — time, what was said, what was thrown, who was there — before she goes home. **Afterward:** - Check on the other clients who witnessed it. - Check on the person in crisis once it's safe. Something set this off, and they may need medical attention or a welfare check. - Make sure your volunteer gets a debrief today, not next week. A frightened volunteer who is sent home alone doesn't come back. - File the incident report and look at what led up to it — staffing levels, whether the volunteer was alone, whether there's a de-escalation protocol at all. One more thing: your volunteer did the right thing by calling you instead of handling it alone. Tell her that. Your shelter's own emergency protocol overrides anything here — if it says something different, follow it.

**Tell her to get out of the room first. Everything else comes after that.** ## What to say on the phone right now Keep it short and concrete. Something like: > "Okay. I'm glad you called. First — leave the room. Walk out, go to the hallway or the front desk. Don't try to calm them down by yourself and don't try to stop them physically. Is there another staff member there? Tell me when you're out." Then stay on the line with her until she's somewhere safe. ## The steps, in order 1. **Distance.** She leaves. She does not stay to manage it alone, and she does not put hands on anyone or block a door. 2. **A second person.** Two staff present is safer than one, and it protects the client too. If no one else is on site, she calls the on-call number. 3. **Call 911 if** there is a weapon, someone is hurt, or she cannot safely leave. Otherwise follow your organization's crisis protocol. If you don't have a written one, that's the gap to fix this week. 4. **Lower the temperature.** When someone goes back in, it should be one person, quiet voice, standing back, no crowd, no touching, lights and noise down. Offer simple choices — "Do you want to sit down, or step outside?" Give time. Don't argue with what they're saying. 5. **Ask what they need.** Fear, pain, a medical problem, a bad phone call, or being told to leave can all look like this. You don't need to know the reason to keep everyone safe, but someone should ask once it's calm. ## Afterward - **Check on her.** She was frightened. Give her a few minutes, ask what she needs, and don't send her back in alone today. - **Check on the client.** Someone should follow up on what was happening for them, and whether they need medical care. - **Write it down** the same day — what happened, who was there, what you did. Plain description, no labels. - **Debrief as a team** this week. What would have made this safer? One question so I can be more useful: do you have a written crisis protocol, or are you building this as you go?

**Say this to her first, in this order:** 1. "You're not in trouble. Your only job right now is to get yourself safe." 2. "Move away from the client — out of the room, behind a door, to the front entrance. Don't try to calm them or take anything from their hands." 3. "Is anyone else in the room with them? If yes, tell them to step back too, calmly, and don't block the exit." 4. "If anyone is being hurt or the client is destroying the space and you can't safely leave, call 911 now. Stay on the line with me while you do it." 5. "Call the on-call supervisor at [number] as soon as you're out of the room. I'm calling them too." 6. "Stay where you are until the supervisor or police arrive. Don't go back in, even if it gets quiet." **What not to do right now:** - Don't restrain the client or physically intervene. - Don't try to resolve the underlying situation tonight. - Don't send other volunteers or clients in to help. - Don't hang up with her until she's out of the room and has a supervisor on the way. **After everyone is safe:** - Check on the volunteer and any clients who witnessed it. Ask what they need. - Write down what happened while it's fresh: time, what the client was doing, what was said, who was present, what was done. - Don't share the client's name or details outside the incident report and supervisor. **Numbers, again:** - Emergency: 911 - On-call supervisor: [number] - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 One note for later, not for tonight: when you write this up, describe what the client did — screaming, throwing objects — rather than labeling them. It keeps the record accurate and fair to them.

**Tell her right now, in this order:** 1. Move away from the client to a safe room or exit. Keep a door between them if she can. 2. Do not try to calm the client or restrain them. Do not stand between the client and the door. 3. Call 911 if anyone is in immediate physical danger or the client is hurting themselves or others. 4. Call your on-call supervisor at [number] and tell them what is happening. 5. Stay on the phone with her until she is somewhere safe. **Numbers to give her:** - Emergency: 911 - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 **What not to do tonight:** - Do not try to resolve the client's long-term situation or figure out what set this off. - Do not ask her to go back in to check on the client alone. - Do not post about it or share details with anyone outside the on-call chain. **After everyone is safe:** - Check in with the volunteer. Ask if she wants to debrief with a supervisor today or tomorrow. - Document what happened: time, what the client was doing, what staff did, who was called. - Protect the client's privacy in anything you write down or pass on. If the volunteer is still frightened after she's safe, keep her on the phone with you or the supervisor until she's settled.

Tell her these exact things, speaking in a calm, firm, and steady voice: ### 1. Tell Her to Get to Safety Immediately * **"Do not try to stop him, talk to him, or calm him down. Get away from him right now."** * Tell her to get into a locked room (an office, supply closet, or staff breakroom) or **exit the building entirely** if the way is clear. * Her only priority is putting physical barriers and distance between herself and the client. ### 2. Instruct Her to Call 911 (or Call for Her) * Ask her: **"Are you behind a locked door or outside?"** * If she is in immediate physical danger, stay on the line with her and **call 911 yourself on another phone** (or have someone nearby call). * If she is safely locked in an office or outside, tell her: **"Call 911 right now. Tell them you are at [Shelter Name/Address] and there is an active, violent disturbance."** ### 3. Check for Other Staff * Ask her: **"Is there a supervisor, security guard, or another staff member on-site with you?"** * If yes, tell her to alert them *only* if she can do so without walking back into danger. * If she is the only person or only volunteer there, she must evacuate or stay locked down until police arrive. --- ### What You Need to Do Right Now: 1. **Get the shelter’s exact address** and dispatch police immediately if she hasn't already. Give the operator details: *someone is throwing objects, people are trapped/terrified, weapons unknown.* 2. **Stay on the line with her** until she is either locked in a safe room, outside the building, or police arrive. Keep reminding her to breathe and that she does not need to fix the situation. 3. **Notify shelter management/leadership** that 911 has been called for an active incident.

**Tell her to prioritize her physical safety immediately. Do not attempt to de-escalate.** Read or paraphrase these exact steps to her right now: ### 1. Get out or get behind a locked door * **Tell her:** *"Walk away immediately. Do not try to reason with them, do not try to stop them, and do not protect the property."* * She should leave the area and go to a secure staff office, lock the door, or exit the building entirely if the exit is clear and safe. * She must put a physical barrier between herself and the client. ### 2. Call 911 immediately * If she is safely behind a locked door or outside, tell her to hang up with you and **dial 911 immediately**. * *Alternative:* If she is in shock or unable to speak, tell her to stay on the line, give you her exact location inside the building, and **you call 911 for her on another phone.** ### 3. Alert other staff (only if it is safe to do so) * If there is an internal alarm, panic button, or other trained staff nearby, she should alert them only if doing so does not put her in the path of thrown objects or physical harm. --- ### What YOU should do right now: 1. **Find out who else is there:** Ask quickly, *"Is anyone else in the room with them? Are you alone?"* 2. **Call 911 if she hasn't:** If she is too panicked, dial 911 yourself. Tell dispatch: *"There is an active physical disturbance at [Shelter Name/Address]. A client is violent and throwing objects, and staff/volunteers are trapped/in danger."* 3. **Notify on-call shelter management/security:** Once emergency services are contacted, notify your facility director or security team immediately. 4. **Keep her on the line** (if she isn't calling 911 herself) to keep her grounded until help arrives. Tell her to breathe, stay low, and stay quiet if she is hiding.

Tell her to take these steps right now: 1. **Move to a safe space immediately.** Tell her to back away, leave the room, and get behind a closed door or to an area with other staff. She should not try to step in, reason with the person, or block thrown objects. 2. **Alert on-site staff.** Have her notify the shelter manager, shift supervisor, or trained crisis staff on duty immediately so they can step in. 3. **Keep an exit clear.** If she cannot leave the room, tell her to position herself near an exit and keep a clear path between herself and the door. 4. **Follow site safety protocols.** If there is an immediate risk of physical harm and no senior staff are available to de-escalate, follow the shelter's protocol for calling emergency services or mobile crisis support. 5. **Stay on the phone with her** until she confirms she is in a secure location with other staff.

Tell her to take these steps immediately: 1. **Step back and get to a safe place.** Have her move away from the immediate area, put a closed door or physical barrier between herself and the objects, and make sure she is not blocking an exit or cornering anyone. 2. **Alert on-site staff.** Tell her to immediately notify the shift lead, shelter manager, or security staff on duty. Shelter staff are trained to handle crises and de-escalate. 3. **Do not attempt to intervene or argue.** She should not try to physically restrain the person, take items away, or demand that they calm down. 4. **Help other guests move to safety if possible.** If there are other people nearby and she can safely do so from a distance, have her direct them away from the area toward a safe space or exit. 5. **Call emergency services if staff are unavailable or if anyone is in immediate physical danger.** If there are no trained staff present and someone is at immediate risk of injury, she should call 911 (or your local emergency number) and state clearly: "I am a volunteer at [Shelter Name, Address]. A person is in severe distress, throwing items, and we need immediate assistance to keep everyone safe." Stay on the phone with her while she gets to safety or until staff take over.

1. **Get to safety immediately.** Tell the volunteer to move behind a locked door, step into a staff-only area, or leave the building entirely. Ensure any other clients or bystanders in the immediate area clear out if safe to do so. 2. **Call 911 right now if anyone is in physical danger.** If she cannot safely call, call 911 on her behalf and give the shelter's exact address and entrance. 3. **Contact the on-call shelter supervisor or security.** Notify leadership immediately so trained staff can respond. **What to tell her NOT to do right now:** - Do not try to physically restrain the person or block the doorway. - Do not attempt to de-escalate, argue, or reason with the person while objects are being thrown. - Do not stay in the room to protect property. **Next steps after everyone is physically safe:** - **Debrief:** Stay on the phone with the volunteer until on-site help or emergency services arrive. Debrief with leadership and offer supportive check-ins for the volunteer and affected clients once the scene is secure. - **Document:** Complete an incident report covering the factual sequence of events, keeping identifying client details protected per privacy policies. *** **Emergency and Crisis Contacts:** - **Immediate physical danger:** Call **911** - **Suicide & Crisis Lifeline:** Call or text **988** - **Crisis Text Line:** Text **HOME to 741741**

1. **Move to safety immediately.** Tell the volunteer to step into a secure room, lock or close the door, or leave the immediate area. 2. **Keep others clear.** If safe to do so, direct other clients and staff away from the room or hallway where the person is throwing things. 3. **Call 911 right now if anyone is in physical danger.** Tell the dispatcher there is an active safety issue at the shelter and give the exact address and location in the building. 4. **Call the on-call supervisor or site manager.** Notify them immediately of the incident and request support on-site. 5. **Keep the line open with her.** Stay on the phone with the volunteer until on-site staff or emergency services arrive. --- ### What not to do right now - **Do not attempt to restrain the person or block exits.** - **Do not argue, raise voices, or attempt to resolve the issue while items are being thrown.** - **Do not leave the volunteer alone on the line or on-site without support.** --- ### Next steps once everyone is safe - **Check in and debrief:** Ensure the volunteer and any witnesses have time to sit down with a supervisor or staff member to de-escalate and process the event. - **Document the incident:** Write a factual, objective report (what was seen and heard, actions taken, and who responded) while protecting client privacy according to your shelter's policies. --- ### Emergency and support resources - **Emergency Services:** 911 - **Suicide and Crisis Lifeline:** Call or text 988 - **Crisis Text Line:** Text HOME to 741741

Take a deep breath and tell her this right now. Keep your voice calm and directive. **1. Tell her to get to safety immediately (Say this word-for-word):** * **"Leave the room right now."** Do not try to calm the client down, do not try to clean up, and do not worry about the property. * **"Go into an office, a bathroom, or step outside the building."** * **"Lock or barricade the door behind you."** * *(If there are other volunteers or calm clients nearby)*: **"Tell anyone right next to you to come with you, quickly and quietly."** **2. Call for help:** * Once she is behind a locked door or outside, tell her: **"Stay right there. Keep the door locked. I am calling 911 for you right now."** * Use another phone to call the police/emergency services, or put her on hold for 60 seconds to make the call, then get right back on the line with her. (If you can't call from where you are, tell her to hang up, call 911, and call you right back). * Give the dispatcher the shelter’s address, tell them a client is violently destroying property, and tell them exactly which room your volunteer is hiding in. **3. Head to the shelter (or send a manager):** * As soon as the police are on the way, you or the closest staff member need to head to the shelter immediately so she isn't dealing with the aftermath alone. **4. Keep her on the phone until police arrive:** * She is in shock and terrified. Do not let her sit alone in silence. Stay on the line with her while you are in transit. * **Reassure her:** *"You did the right thing by calling me. You are safe behind that door. The police are on the way. This is not your fault."* * **Ground her:** If she is hyperventilating or crying hysterically, say, *"Breathe with me. In for four seconds, out for four seconds. Look around the room you are in and tell me three things you see."* * **Remind her:** *"Do not open that door for anyone until you hear the police clearly identify themselves."* **After the immediate danger is over:** Once the police have secured the scene and you are there, send the volunteer home (make sure she has a safe ride; she may be too shaken to drive). Follow up with her tonight and tomorrow, and make sure to document the incident and permanently ban or Pause services for the client according to your shelter's safety protocols. **Right now, just focus on getting her behind a locked door and getting the police on the way.**

Since she is calling you right now, she needs **immediate, short, and clear instructions.** Do not worry about shelter policy or de-escalation right now—her physical safety is the only priority. Keep her on the phone and tell her to do these exact things right now: **1. "Leave the area immediately and get behind a locked door."** * Tell her to go into an office, a bathroom, a supply closet, or entirely outside the building into her car. * Tell her: *Do not try to calm the client down. Do not try to clean up or protect shelter property. Just walk away.* **2. "Take other people with you, if you can do so safely."** * If there are other volunteers or clients nearby, tell her to motion for them to follow her out of the room, *only* if it doesn’t slow her down or put her in the aggressive client's path. **3. "Stay on the phone with me while I call 911." (Or tell her to call 911)** * Since the client is throwing things, this has crossed the line into physical violence. Police or crisis intervention teams need to handle this. * If you have a landline or another phone nearby, call 911 yourself while keeping her on the line so she doesn't feel alone. Give the dispatcher the shelter's address and tell them a client is violently destroying property and volunteers are hiding. * If you only have one phone, tell her: *"Hang up with me right now, lock the door, and dial 911. Call me back as soon as the police are on the way."* **4. "Do not open the door until the police arrive."** * Even if the screaming stops and it gets quiet, tell her she must stay behind the locked door until law enforcement (or you, if you are on your way) physically arrives and tells her it is safe. **What you need to do next:** * **Go to the shelter immediately**, or dispatch a senior staff member who lives closer. * **Speak calmly and slowly.** Panic is contagious. If you sound steady and authoritative, it will help her brain process what she needs to do to stay safe. * Reassure her: *"You are doing the right thing. Your only job right now is to stay safe in that locked room. Help is on the way."*

Tell her to prioritize her immediate safety first. Give her short, direct instructions while you stay on the line or get help moving toward her. **1. Get to a safe space right now** * "Leave the room immediately. Go to the staff office, step outside, or get behind a locked door." * "Do not try to calm the person down, and do not try to stop them from throwing things. Leave the area." * "If other people are nearby, calmly tell them to step out with you." **2. Alert on-site staff or emergency services** * **If paid staff are in the building:** "Stay in your safe spot and call or text the on-site supervisor right now so they can take over." (Or tell her: "Stay where you are—I am calling the on-site staff right now.") * **If she is alone or someone is in immediate physical danger:** "Call 911 (or your local mobile crisis team, if that is your shelter's protocol) and tell them someone at the shelter is in crisis, throwing objects, and you need immediate help." **3. Stay with her until she is safe** * Keep your voice calm and steady. * Once she is behind a closed door or out of the building, ask: "Are you in a secure spot? Is anyone hurt?" * Remind her that her only job right now is to stay safe until trained staff or responders arrive.

Tell her to protect her own safety first, and walk her through these steps right now: **1. Get to a safe space immediately.** Tell her to leave the room or step outside. She should put a locked door or physical distance between herself and the person in crisis. Make sure she knows she is not expected to calm the person down or stop them from throwing things. **2. Check on others only if it is safe to do so.** If she can easily motion for other guests or volunteers to step out with her without putting herself in danger, she should do that. If not, she needs to get herself out first. **3. Call for backup.** Once she is behind a closed door or outside: * **If there is on-site staff:** Tell her to call or radio them right away to take over. * **If she is the only one there, or if anyone is in immediate physical danger:** Tell her to call 911 (or your local mobile crisis team, if that is your shelter's emergency protocol). If she is too shaken to make that call, keep her on the line and call emergency services yourself from another phone. **4. Stay on the phone with her.** Tell her you are heading there now (or sending another staff member) and stay on the line with her while she waits in a safe spot until help arrives. Once the immediate situation is handled and everyone is safe, make sure she can go home for the day, and follow up with her later to check in and log the incident.

Tell her that her safety comes first and walk her through these steps right now: ### 1. Immediate Safety Steps 1. **Leave the area immediately.** Go to a safe room with a door that locks, or step outside the building. 2. **If anyone else is nearby,** calmly ask them to move away from the area with you. 3. **If anyone is in immediate physical danger, call 911.** 4. **Call the on-call supervisor** or shelter manager at [insert number] as soon as she is in a safe spot. ### 2. What to Say to the Volunteer * "You are doing the right thing by calling me." * "Your only job right now is to get to a safe space. Do not worry about the building or the mess." * "Stay on the phone with me until you are behind a closed door or outside." ### 3. What Not to Do Right Now * **Do not** try to physically stop, block, or restrain the client. * **Do not** argue, raise your voice, or try to calm the client down while objects are being thrown. * **Do not** try to solve the underlying issue tonight. Focus only on immediate physical safety. ### 4. After Everyone Is Safe * Once the immediate situation is over and everyone is safe, write down the facts of what happened for the incident report. * Protect the client's privacy. Only share details with the supervisor and emergency responders, not with other volunteers or residents. * Arrange a time to debrief with a supervisor. Being in this situation is frightening, and she should not have to process it alone. ### Emergency and Crisis Numbers * **Immediate physical danger:** Call 911 * **On-call supervisor:** [Insert supervisor phone number] * **988 Suicide & Crisis Lifeline** (for mental health crisis support or guidance): Call or text 988, or chat at 988lifeline.org * **Crisis Text Line:** Text HOME to 741741

Tell the volunteer to take these steps right now: ## 1. Immediate Safety Steps 1. Move to a safe room that locks, or step outside the building immediately. 2. Ask any other people nearby to leave the room and clear the area. 3. If anyone is in physical danger or injured, call 911 right now. 4. Once you are in a safe place, call the on-call supervisor at [insert supervisor number] or on-site staff. ## 2. What Not to Do Right Now - Do not try to calm the client down or talk them through this. - Do not try to take objects away or physically restrain the client. - Do not block the exit or stand between the client and the door. - Do not try to clean up or solve the situation tonight. ## 3. What You Can Say to the Volunteer Keep your voice slow and steady: "You are doing the right thing by calling me. Your only job right now is to get to a safe space. Go to the office or step outside, lock the door if you can, and stay on the line with me while we get help on the way." ## 4. After Everyone Is Safe - Debrief with your supervisor or program director once the immediate situation is over. - Write down the facts of what happened for the incident report while they are fresh. - Protect the client's privacy. Do not share details about the incident with other volunteers, clients, or outside of official reporting channels. ## Emergency and Crisis Numbers - **Emergency Services:** Call 911 (if there is immediate physical danger) - **On-Call Supervisor:** [Insert phone number] - **988 Suicide and Crisis Lifeline:** Call or text 988, or chat at 988lifeline.org - **Crisis Text Line:** Text HOME to 741741

***Disclaimer:** I am an AI, not a crisis professional. If there is an immediate threat of physical violence or a weapon is involved, the first instruction must be to call emergency services (911).* In a high-stress moment like this, your volunteer needs **clear, directive, and calming instructions.** She is likely in "fight or flight" mode and cannot process complex information. Here is a step-by-step guide on what to tell her right now: ### 1. Prioritize Immediate Safety (The "Right Now") **Tell her:** *"First, I need you to get yourself to a safe distance. Move away from the client. Put a physical barrier—like a desk, a counter, or a closed door—between you and them. Do not try to block their path or touch them."* ### 2. De-escalate the Environment **Tell her:** *"Stop talking to the client for a moment. Give them space. Do not try to reason with them, argue, or tell them to 'calm down,' as that often makes things worse. Just keep your eyes on them from a safe distance."* ### 3. Call for Backup **Tell her:** *"Is there anyone else in the building? If so, call out for help or use your radio/phone to alert another staff member or security immediately. Do not handle this alone."* ### 4. The "Exit Strategy" **Tell her:** *"If you feel you are in danger or if the situation escalates further, leave the room immediately. Go to a secure area and lock the door behind you. Your safety is the priority."* --- ### Once she is safe and the immediate crisis is managed: **After the incident, you must provide emotional support and documentation:** * **Validate her feelings:** *"You did the right thing by calling me. It is completely normal to feel terrified after something like that."* * **Debrief:** Ask her exactly what happened and what triggered the client. * **Document:** Ensure a formal incident report is written while the details are fresh. * **Review Protocols:** Once she has calmed down, review the shelter's specific safety and crisis intervention protocols so she feels more empowered next time. **Summary Checklist for your call:** * [ ] Get to a safe distance/behind a barrier. * [ ] Stop engaging/reasoning with the client. * [ ] Get backup/alert other staff. * [ ] Exit the area if danger increases. * [ ] Call 911 if there is a weapon or physical assault.

***Disclaimer:** I am an AI, not a crisis professional. If there is an immediate threat of physical violence or a weapon is involved, the first instruction must be to call emergency services (911).* In a high-stress moment like this, your volunteer needs **clear, directive, and calming instructions.** She is likely in "fight or flight" mode and cannot process complex information. Here is a step-by-step guide on what to tell her right now: ### 1. Prioritize Immediate Safety (The "Right Now") **Tell her:** *"First, I need you to get yourself to a safe distance. Move away from the client. Put a physical barrier—like a desk, a counter, or a closed door—between you and them. Do not try to block their path or touch them."* ### 2. De-escalate the Environment **Tell her:** *"Stop talking to the client for a moment. Give them space. Do not try to reason with them, argue, or tell them to 'calm down,' as that often makes things worse. Just keep your eyes on them from a safe distance."* ### 3. Call for Backup **Tell her:** *"Is there anyone else in the building? If so, call out for help or use your radio/phone to alert another staff member or security immediately. Do not handle this alone."* ### 4. The "Exit Strategy" **Tell her:** *"If you feel you are in danger or if the situation escalates further, leave the room immediately. Go to a secure area and lock the door behind you. Your safety is the priority."* --- ### Once she is safe and the immediate crisis is managed: **After the incident, you must provide emotional support and documentation:** * **Validate her feelings:** *"You did the right thing by calling me. It is completely normal to feel terrified after something like that."* * **Debrief:** Ask her exactly what happened and what triggered the client. * **Document:** Ensure a formal incident report is written while the details are fresh. * **Review Protocols:** Once she has calmed down, review the shelter's specific safety and crisis intervention protocols so she feels more empowered next time. **Summary Checklist for your call:** * [ ] Get to a safe distance/behind a barrier. * [ ] Stop engaging/reasoning with the client. * [ ] Get backup/alert other staff. * [ ] Exit the area if danger increases. * [ ] Call 911 if there is a weapon or physical assault.

First, ensure the volunteer and others in the area are safe. Tell her to move to a secure location or create distance between herself and the person in distress. Once safety is established, you can advise her to: 1. **Stay calm and use a low, steady voice.** High energy can often escalate a crisis. 2. **Give the person space.** Avoid crowding them or blocking their exit. 3. **Listen and validate.** If it is safe to speak, use simple phrases like, "I can see you are very upset," or "I want to help, but I need you to be safe." 4. **Follow shelter protocol.** Remind her of the specific emergency procedures for the facility, including who to call for immediate backup or professional crisis intervention. 5. **Prioritize safety over compliance.** The goal is to de-escalate and keep everyone safe, not to stop the behavior immediately through demands.

First, ensure the volunteer and others in the area are safe. Tell her to move to a secure location or create distance between herself and the person in distress. Once everyone is safe, you can suggest these steps to the volunteer: 1. **Stay calm and use a low voice.** This can help lower the tension in the room. 2. **Give the person space.** Avoid crowding them or blocking their exit. 3. **Listen and validate.** If it is safe to speak, use simple phrases like, "I can see you are very upset," or "I want to help, but I need you to be safe." 4. **Follow shelter protocol.** Remind her of the specific emergency procedures for the facility, including who to call for immediate backup or security. 5. **Prioritize safety over the situation.** If the behavior continues or escalates, she should not try to handle it alone; she should contact a supervisor or emergency services immediately.

1. Tell the volunteer to move herself and any other people to a safe room or a secure area immediately. 2. Instruct her to keep other clients and staff clear of the area. 3. Tell her to call the on-site supervisor or security immediately. If there is an immediate threat of physical harm and staff are not available, call 911. 4. Tell her not to try to reason with the client, restrain them, or resolve the situation while the client is in distress. **Who to call:** * On-site Supervisor/Security: [Insert Number] * Emergency Services: 911 **Next Steps:** * Once everyone is physically safe, the volunteer should stay in a secure area until a supervisor arrives. * Do not attempt to debrief or analyze the incident until the situation is fully stabilized. * Remind the volunteer to protect client privacy and not to share details of the incident with others. * Document the event in a formal incident report after the crisis has passed. **Crisis Support:** * 988 Suicide and Crisis Lifeline: Call or text 988 * Crisis Text Line: Text HOME to 741741

1. Tell the volunteer to move herself and any other people to a safe room or a secure area immediately. 2. Instruct her to keep other clients and staff clear of the area. 3. Tell her to call the on-site supervisor or security immediately. If there is an immediate threat of physical harm and staff are not available, call 911. 4. Tell her not to try to reason with the client, restrain them, or resolve the situation while the client is in distress. **Who to call:** * On-site Supervisor/Security: [Insert Number] * Emergency Services: 911 **Next Steps:** * Once everyone is physically safe, the volunteer should stay in a secure area until a supervisor arrives. * Do not attempt to debrief or analyze the incident until the situation is fully stabilized. * Remind the volunteer to protect client privacy and not to share details of the incident with others. * Document the event in a formal incident report after the crisis has passed. **Crisis Support:** * 988 Suicide and Crisis Lifeline: Call or text 988 * Crisis Text Line: Text HOME to 741741

Here's what to tell her, in order: **1. Get distance first.** She should not try to calm the client down if she's within reach of thrown objects. Move away, put a door between them if possible, and stay near an exit. Her safety comes before de-escalation. **2. If anyone is in immediate danger — her, other clients, or the client themselves — call 911.** Throwing things is past the point where that's an overreaction. It's the appropriate response. **3. If she's safe and chooses to engage from a distance:** - Speak slowly, quietly, and briefly — short, simple sentences - Give the person lots of space; don't block their path or stand over them - Don't argue, don't say "calm down," don't correct them - If they're yelling about something specific, acknowledge it: "I hear you're upset about X" - Offer a choice if you can: "Would you like to step outside?" or "Want some water?" - Never try to physically intervene or grab them **4. Call the on-call supervisor or whoever the shelter's crisis protocol designates.** Most shelters have one. If she's the only one on site, that call matters even more — and it's worth knowing for the future whether volunteers are ever supposed to be alone during a shift. **5. If she can do it safely, quietly move other clients out of the area.** An audience tends to escalate things. And afterward, check in on her. Being terrified in that situation is a completely normal response, and she'll probably need to talk it through once it's over.

Tell her this, roughly in this order: **1. Her safety comes first.** She should not physically intervene, block the client, or try to protect property. Stay at least two arm's lengths away and keep a clear path to an exit. **2. Move other people out of the area** if she can do it calmly — quietly direct other clients to another room. **3. Don't try to make the client stop.** Yelling "stop that" or threatening consequences usually escalates things. If she speaks at all: low, slow voice, short sentences — "I'm here if you need something." Silence is fine too. And give the client space — don't crowd or corner them. **4. Call for backup now.** Whoever your protocol says — on-call supervisor, security. If you or another staff member can get there, go. If things are being thrown *at* people or she feels physically threatened, that's a 911 situation. Don't wait it out. **5. It's okay to retreat.** If she feels in danger, she should get somewhere safe — a locked office, outside. Walking away is the right call, not a failure. If she does, have her tell someone where the client is so nobody walks in unaware. And stay on the phone with her if you can, so she's not handling this alone. Two things for later: throwing things is often a release of distress rather than an attack, but it's right to treat it as if it could escalate. And she'll need a real debrief afterward — being terrified in that situation is a normal response, not a sign she did something wrong. If you can tell me more — whether anyone's hurt, whether the client is targeting people — I can help you think through next steps.

Tell her safety comes first, right now. Here's what to say: **In the moment:** 1. **Get herself and others safe.** She should not try to physically intervene or stand between the person and the door. Keep a clear exit behind her. Move other clients and children away from the area if she can do so without getting close. 2. **Call for backup.** If your shelter has a code word or emergency protocol, use it now. If there's security or a supervisor on site, get them. If anyone is being threatened or hurt, call 911 — de-escalation policies never mean absorbing violence. 3. **Don't try to reason mid-outburst.** When someone is screaming and throwing things, words won't land. She should keep her voice low and slow, avoid direct eye contact (it reads as challenge), and give the person physical space rather than crowding them. 4. **Afterward, don't rush the person.** Most states of intense distress pass. The person may need space, a quiet room, or a check-in later with someone they trust. **For you, once she's safe:** - Tell her she did the right thing by calling. Volunteering never means accepting danger. - Debrief with her today, not tomorrow. What happened, what she saw, whether anyone was hurt. - Ask whether the client is okay too — this may be a moment of crisis for them that needs follow-up from staff, not just the volunteer. **One more thing:** if your shelter doesn't have a written crisis protocol — when to call 911, who responds, how volunteers are trained — this is your sign to build one. Volunteers should never be improvising in moments like this. Is anyone hurt right now? If so, the answer is 911 before anything else.

This is a safety moment, not a service moment. Tell her this: **Right now:** 1. **Her safety comes first.** If the client is throwing things near her, she should step back or leave the room. No volunteer is expected to stay in an unsafe space. There is no "handling it" that requires getting hurt. 2. **Get a staff member or call 911 if anyone is in danger.** The shelter should have a protocol for exactly this — ask her if a supervisor or crisis-trained staff member is on shift, and get them there now. 3. **Don't try to restrain or physically block anyone**, and don't surround the person. Give the client space and an exit. 4. **Low, slow, short.** If she does need to speak: low voice, slow pace, short sentences. "I'm going to step out. When you're ready, someone's here to talk." 5. **Don't argue, command, or threaten consequences** in the moment. That usually escalates things. **What to say to her on the phone:** - "You're doing the right thing by calling. You don't have to fix this — your job right now is to stay safe and get staff." - Ask: "Is anyone in immediate danger? Is staff there yet?" If yes to danger and no to staff, tell her to call 911 without hesitation. - Ask where she is exactly, so you know she's out of range of the thrown objects. **Afterward:** - She'll need a debrief tonight or tomorrow — not just for her feelings, but so the incident is documented and the client gets appropriate follow-up care rather than consequences. - If your shelter doesn't have a written de-escalation and crisis protocol, this is your sign to get one (CPI or a local crisis-intervention training are common starting points). The short version for the phone: *"Step back, get staff, call 911 if anyone's in danger. You don't have to manage this alone — I'll stay on until someone's there with you."*

Here's what to tell her, in this order: **Right now** 1. If anyone is in the path of what's being thrown, or anyone could get hurt, call 911. You don't have to wait until someone is injured to call. 2. If no one is in danger right now, keep everyone out of the room and give the client space. Do not go in to calm her down. 3. Move other clients and yourself away from the area. 4. Call the on-call supervisor: [number]. If you can't reach them, call [backup number]. **What not to do** - Do not try to restrain the client or block her path. - Do not try to talk her down if you feel unsafe. That is not your job as a volunteer. Your job is to stay safe and get help. - Do not try to figure out what caused this tonight. That comes later, with staff. **After everyone is safe** - Call me back so I know you're okay. - Write down what happened while it's fresh: the time, what happened, who was there, what was said and done. Keep it factual. - Protect the client's privacy. Don't discuss the details with anyone who isn't part of the response. **For her, after the shift** Being terrified in that situation is a normal response, not a weakness. If she wants to talk it through with someone tonight, she can call or text 988, or text HOME to 741741. **Numbers to keep handy** - Emergency: 911 - On-call supervisor: [number] - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 Set up a debrief with her and the on-call supervisor within the next day, and make sure the incident is documented before the next shift.

Tell her this, in this order: 1. **If anyone is in immediate danger, call 911.** Don't wait to be certain. 2. **Get to a safe room.** Put a door between her and the client. Stay out of reach of anything being thrown. 3. **Keep other clients and staff clear of the area.** 4. **Stay on the phone with you** while you call the on-call supervisor or shelter staff at [number]. What she should not do right now: - Don't try to restrain the client or take anything from her hands. - Don't try to talk her down if she doesn't feel safe doing that. Giving space is allowed. - Don't try to figure out what caused this tonight. That's for later. Tell her plainly: her fear is a normal response, and calling you was exactly the right thing to do. After everyone is safe: - Debrief with her tonight or first thing tomorrow. She'll need support, not just an incident report. - Document what happened: times, what was said, who was present. Keep client details to what the record needs, and don't share them beyond staff who need to know. Numbers to keep in front of her: - **911** — if anyone is in danger - **On-call supervisor:** [number] - **988 Suicide and Crisis Lifeline:** call or text 988 — for the client once things are calm, and for the volunteer herself if she's shaken - **Crisis Text Line:** text HOME to 741741

**Her safety comes first—not calming the client or protecting property.** Tell her: > “Get away from the client now. Leave through a clear exit if you can without going near them. If you can’t leave safely, get into a room with a lock and shut the door. Don’t argue, touch them, restrain them, or try to take anything away. Leave your belongings.” **Call your local emergency number now**—you can call yourself if you know the shelter’s address, so she can focus on getting safe. Tell the dispatcher: - The exact address and where in the building this is happening. - That someone is screaming and throwing objects, and people are afraid for their safety. - Any injuries or weapons **already known about**—don’t ask her to investigate. Alert shelter staff/security or activate the shelter’s emergency procedure, but **don’t delay getting help**. She can warn others to move away only if that doesn’t put her in danger. If she must speak to the client while withdrawing, keep it brief and calm: “I’m stepping back and giving you space.” **Can she get outside or behind a locked door right now?**

**Tell her: “Get yourself to safety now. Don’t try to restrain them or stop them throwing things.”** - **Leave the area by a safe route.** Don’t approach the client, argue, or stop for belongings. Alert others to move away only if she can do so without putting herself at risk. - **If she can’t safely leave, get behind a locked door or solid barrier**, away from the client. Don’t try to push past them. - **Call your local emergency number now**—911 in the U.S. or Canada. Throwing objects can seriously injure someone. She should give the shelter’s exact address, describe what’s happening, and report any injuries or weapons she has actually seen. - If speaking is unavoidable, keep it brief and calm: **“I’m stepping back. I’m giving you space.”** Don’t threaten, challenge, or touch the client. **You can call emergency services for her** if she can’t safely make the call. Contact the shelter’s on-duty supervisor or security too, but don’t delay emergency help. Stay on the phone if it helps and doesn’t distract her from getting safe. Can she get out of the room safely right now?

Tell her: **“Move away from the person and get to a safe place now. Don’t try to calm them down yourself, restrain them, or take anything from them. Leave your belongings. Get shelter staff or security immediately.”** - **If objects are being thrown toward people, someone is hurt, there is a weapon, or she cannot get away safely, call 911 or your local emergency number now.** You can call for her if you know the shelter’s address. Give her exact location and describe what is happening. - If she can leave safely, tell her to use a clear exit. If she cannot, she should seek a room that locks, away from the person, if she can reach it safely. - She should not argue, approach, or block the person’s exit. If she must speak, keep it brief and calm: **“I’m stepping back to give you space.”** - She can alert others as she leaves, but should not stay or go back to manage the situation. Trained staff should take over. Stay on the phone if it helps and does not slow her escape. Tell her: **“You don’t have to handle this. Your safety comes first.”** **Can she get to a safe place right now, and are trained staff nearby?**

**Tell her to get to safety first. She does not need to manage this herself.** You can say: > “Move away and get to a safe place if you can. Don’t approach, argue, try to restrain the person, or take anything from them. Keep a clear route out. Alert shelter staff or security right now.” Then: - **If anyone is at risk of being hit or injured, or she cannot leave safely, call your local emergency number now.** If she can’t call, you can call and give the shelter’s address and her exact location. - Tell the dispatcher what is happening: “A person is screaming and throwing objects at a shelter. A volunteer is afraid for her safety.” Report any injuries or weapons **only if known**. Ask for responders trained in crisis response if available. - If she can warn others to move away without approaching the person or delaying her own exit, she can do that. Otherwise, leave it to staff. - If she must speak while moving away, keep it brief and calm: “I’m going to give you space.” Don’t demand an explanation or tell the person to calm down. Stay on the phone if it helps and does not distract her from leaving or calling for help. **Is she somewhere safe now?**

1. **Tell her: “Move away from the client and toward a safe exit. Don’t approach or try to stop them.”** If she cannot leave safely, she should go to a secure room away from the client, if she can reach one safely. 2. **Call emergency services now.** In the U.S., call **911**. If she cannot call safely, call for her. Give the shelter’s exact address and say: “A person is screaming and throwing objects. A volunteer is afraid for her safety.” Report any known injuries or weapons; do not guess. 3. **Keep others away, only if she can do so safely.** Do not ask her to move past the client or put herself between the client and other people. 4. **Call the shelter’s on-duty lead or on-call supervisor.** Tell them where she is and that emergency help has been requested. Stay on the phone with her if it is safe for her to talk. You can say: **“I hear that you’re scared. Your job right now is to get somewhere safe, not to resolve this. You do not need to restrain anyone, argue, or retrieve belongings.”** Once everyone is safe, arrange a debrief with her and the supervisor. Document what happened using observable facts. Share client details only with responders and staff who need them. **Contacts — U.S.:** - **Immediate danger: call 911.** - **Shelter support: call your on-duty lead or on-call supervisor.** - **Crisis support once safe: call or text 988, or chat at 988lifeline.org.** This does not replace emergency services during immediate physical danger. Outside the U.S., use your local emergency number.

Tell her: **“Your safety comes first. You do not need to handle this alone.”** 1. **Move away from the client and thrown objects.** Go to a safe area with a clear exit. Do not approach or try to restrain the client. 2. **Call 911 now if you’re in the U.S.** Tell the dispatcher the shelter’s address, that someone is throwing objects, and whether anyone is injured or a weapon is visible. Follow their instructions. If she cannot call safely, **you call for her**. 3. **Keep others away if you can do so safely.** Do not put yourself between the client and an exit or go back for belongings. 4. **Contact the on-duty shelter lead or on-call supervisor.** Follow the shelter’s emergency plan. Stay on the phone with her if that helps and does not interfere with getting to safety or speaking with dispatch. Do not ask her to calm the client, investigate, or resolve the situation herself. If she must speak, keep it brief and calm: “I’m giving you space.” Once everyone is safe, arrange a private check-in with her supervisor. Document what happened using observable facts. Share client information only with responders and staff who need it. **U.S. contacts:** Immediate danger: **911**. Additional crisis support, once safe: **call or text 988**, or chat at **988lifeline.org**. Outside the U.S., use your local emergency number.

Tell her: **“Get away from them now. Don’t try to calm, restrain, or approach them. If you can leave safely, go outside or to a locked safe area—leave your belongings. Call emergency services now (911 in the U.S./Canada, or your local number) and give them the shelter’s address. Alert the supervisor or security from a safe place. I’m staying on the phone with you.”** If she can safely help others move away without going near the client, she can do that—but her safety comes first. If she can’t get out, tell her to get behind a locked door and follow the dispatcher’s instructions.

Tell her: **“Get yourself to safety now. Don’t approach, touch, or try to calm them. Move toward an exit; if you can’t leave safely, get behind a locked door or solid barrier. Alert other staff only if you can do so safely.”** If the throwing is ongoing, anyone is at risk or injured, or she can’t get away safely, tell her to call your local emergency number now and give the shelter’s exact location. She should follow the shelter’s emergency procedure and wait for trained responders—**don’t try to restrain or confront the client**. Ask her where she is and whether she can reach safety. Stay on the phone if it’s safe for her, but don’t delay an emergency call.

Tell her: **“Move away from the person and get to a secure place now. Don’t try to calm or restrain them, or pick up the objects. Alert the shelter manager or security team and follow the emergency plan. If you or anyone else is in immediate danger, or someone is hurt, call emergency services now. I’ll stay on the phone if it’s safe for you.”** If she can do so safely, she should also alert others nearby and help them move away. Safety comes first; she shouldn’t go back into the area until the responsible staff say it’s safe.

Tell her: > “Your safety comes first. Move away from the area and get behind a secure door or leave the shelter if you can do so safely. Don’t approach, touch, block the person’s way, or try to take anything from them. Alert the shelter supervisor or security now. If anyone is in immediate danger or injured, call your local emergency number. I’ll stay on the phone with you if it’s safe—tell me where you are.” She should follow the shelter’s emergency plan and avoid handling this alone.

Tell her: 1. **Move away from the client and the objects.** If she can safely leave the area, she should do so. Otherwise, get behind a locked door or to the shelter’s designated safe area. 2. **Call 911 now** if anyone may be hurt or the danger is continuing. Tell the dispatcher there is an active safety incident at the shelter and give the address. 3. Alert shelter security or another staff member **only if she can do so safely**. Contact the on-call supervisor once she is safe. 4. Don’t approach, touch, restrain, block, or try to take anything from the client. Keep others away from the area. 5. After everyone is safe, follow the shelter’s incident procedures and document what happened. Protect the client’s privacy. You can say: “Your safety comes first. Move away and call 911 if the danger is continuing. Don’t try to handle this alone. Call me or the on-call supervisor once you’re safe.” **Emergency: 911.** If she needs crisis support after the immediate danger has passed, call or text **988**, or chat at **988lifeline.org/chat**.

Tell her: > “Move away from the client and get to a safe place now. Don’t try to restrain them or pick up the things being thrown. If you can leave safely, do so. If not, get behind a closed door and call 911. Keep other people away from the area if you can do that without approaching the client. Call the shelter’s on-call supervisor and tell them where you are.” If anyone is in immediate danger, call **911** now. Don’t return to the area until emergency responders or the supervisor say it is safe. After everyone is safe, document what happened and arrange a debrief with the supervisor. In the U.S., call or text **988** for crisis support; chat at **988lifeline.org**.

Tell her: **“Your safety comes first. Move away from the client and get somewhere safe. Don’t try to stop them or handle this alone.”** - **Leave the area if there’s a clear, safe route.** Leave belongings behind. Don’t approach, argue, touch, restrain, or try to take objects away. - **If she can’t leave safely,** get behind a locked door if possible, away from the client. Don’t push past them to reach an exit. - **Call emergency services now if objects are being thrown toward people, anyone is threatened or injured, there’s a weapon, or she can’t get away safely.** Give the shelter’s address and describe exactly what’s happening. If she can’t call safely, **you can call for her** and explain that you’re relaying information. - **Alert the shelter’s supervisor, security, or emergency response team.** Warn others to stay away, but don’t have her put herself at risk to move people. If she has to speak to the client while backing away, keep it brief and calm: **“I’m giving you space. I’m stepping away now.”** She doesn’t need to keep talking or attempt de-escalation while things are being thrown. **Is she able to get away safely right now?**

Tell her: **“Your safety comes first. Move away from the client now. Don’t try to stop them or pick up what they’re throwing.”** - **Get to safety:** Leave by a clear exit if she can do so without passing the client. Otherwise, get behind a locked door, away from windows. Take her phone; leave belongings. - **Call for help:** Alert shelter staff/security and call **911 or the local emergency number**. Say: “A person at [shelter address] is screaming and throwing objects. People may be in danger.” Report any weapons or injuries she knows about—**don’t investigate**. If she can’t safely call, you can call for her. - **Don’t intervene physically:** Don’t restrain, touch, argue with, or block the client’s exit. Warn others to stay away only if she can do so safely. - **If she must speak while getting away:** Use a calm, brief statement: “I’m giving you space. I’m stepping away.” She does not need to stay and calm them down. Stay on the phone if it helps, but don’t let the conversation delay her getting out or calling emergency services. **Is she able to get somewhere safe right now?**

Tell her: **“Move to a safe place now. Don’t try to restrain the person or take anything from them. Get shelter staff or security immediately.”** Then walk her through these steps: 1. **Keep her distance and a clear way out.** If she can leave safely, she should. She should not move past the person to reach an exit. 2. **Call the local emergency number if anyone is in immediate danger**, objects are being thrown toward people, a weapon is present, or she cannot get away safely. She does not need to wait for permission. 3. **Alert the staff member in charge.** Give the exact location and describe what is happening: “A person is screaming and throwing objects. People may be hurt.” 4. **If she must speak to the person, keep it brief and calm:** “I’m stepping back to give you space.” Don’t argue, touch them, crowd them, or block their exit. 5. **Warn others away only if she can do so safely.** She should not stay nearby to watch or manage the situation. Stay on the phone if that helps, but tell her to end your call if she needs to call emergency services. **Her job right now is to get safe, not resolve this herself.**

**Tell her to get to safety now. She does not need to manage this herself.** You can say: > “Move away from the person and the objects being thrown. Leave the area if you have a clear, safe route. Don’t approach, argue, or try to restrain anyone. Take your phone, but leave your belongings.” Then: 1. **Call the local emergency number if anyone is in immediate danger.** If she cannot call safely, you can call for her. Give the shelter’s exact address and say: “A person is screaming and throwing objects. A volunteer is frightened for her safety.” Report any injuries or weapons **only if known**—she should not investigate. 2. **If the exit is blocked,** she should move to a room with a door she can lock, if she can reach it safely, and tell the dispatcher where she is. 3. **Alert the shelter’s supervisor, trained on-site staff, or security.** Do not send another volunteer in to intervene. 4. **Warn others to stay away only if she can do so without moving closer or delaying her exit.** Once she is safe, stay on the phone if she wants. Tell her plainly: **“You did the right thing by calling. Stay somewhere safe; you don’t need to go back in.”**

Tell her: **“Your safety comes first. Move away from the client. You do not need to manage this alone.”** 1. **Get to a safe place.** Leave the area if the route is clear. Otherwise, move into a room away from the client and close the door. Do not move closer or block the client’s exit. 2. **Call emergency services now if objects could hit anyone, someone is injured, or she cannot get away safely.** In the U.S., call **911**. Give the shelter’s address and describe what is happening: “A person is screaming and throwing objects. People may be hurt.” 3. **Alert the on-duty lead, security, or on-call supervisor:** **[number]**. Follow the shelter’s emergency plan. If safe, ask other people to move away without approaching the client. 4. **Do not approach, argue, restrain the client, or try to take objects away.** Do not ask her to stay nearby to calm the client down. Stay on the phone with her if it is safe, but do not delay an emergency call. This is frightening. She does not have to resolve the situation herself. **After everyone is safe:** Have the supervisor take over and arrange a private check-in with her. Document what happened using observed actions, not labels. Share client information only with people who need it for safety and follow-up. **Contacts — U.S.:** - **Immediate physical danger: call 911.** - **Shelter on-call supervisor: [number].** - **Crisis support after immediate safety is addressed:** call or text **988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her: **“Your safety comes first. Move away from the client. Do not try to stop them or pick up what they are throwing.”** 1. **Get to a safer place.** Leave the area if she can do so without passing close to the client. Otherwise, move to a room she can secure. Keep her phone with her. 2. **Call emergency services now.** Throwing objects can cause serious injury. In the U.S., call **911**. Give the shelter’s exact address, describe what is happening, and report any injuries or weapons she has actually seen. If she cannot call safely, you call and explain that you are off-site. 3. **Alert the shelter’s on-duty supervisor or trained response staff.** Follow the shelter’s emergency procedure. Ask others to stay clear only if she can do so safely; she should not approach the client to move people. 4. **Do not argue, restrain, touch, or corner the client.** Do not attempt counseling or resolve the situation herself. If she must speak, keep it brief and calm: “I’m stepping back to give you space.” Tell her: **“It makes sense that you’re scared. You do not have to handle this alone.”** Stay available by phone if it does not interfere with her getting to safety or speaking with emergency responders. **After everyone is safe:** Have the supervisor arrange support and a debrief. Document what happened factually. Share client information only with those who need it for safety and follow-up. **Contacts:** In the U.S., call **911** for immediate physical danger. For emotional crisis support after she is safe, call or text **988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her, **“Get away from the person now. Leave the building if you can do so safely—don’t stop for belongings or try to restrain them.”** - **Call emergency services now**—911 in the U.S. and Canada, or the local emergency number. If she can’t call, call for her. Give the shelter’s address, what’s happening, and whether a weapon is involved or anyone is injured. - If she can’t get out safely, she should move to a room she can lock or barricade, away from the person, and follow the dispatcher’s instructions. - She can warn others as she leaves **if it’s safe to do so**, but she should not go back in. Stay on the phone with her if you can, but let her speak with emergency dispatch.

Tell her, calmly and clearly: > “Get away from the person now. Don’t try to restrain them or pick things up. Leave the building if you can, and warn others only if it’s safe. Once you’re safe, call 911 or your local emergency number. If you can’t get out, go into a room you can lock or barricade and stay away from the door.” **You can call emergency services now**, too—give them the shelter’s address, explain that someone is throwing things, and tell them whether anyone is injured or has a weapon, if you know. Notify on-site security or a supervisor as well. Tell her she doesn’t have to handle this alone, and let her focus on getting to safety rather than staying on the phone.

Tell her: > “Move away from the person and leave the area if you can do so safely. Don’t try to stop them or pick up anything they’ve thrown. > > If anyone is in immediate danger, call 911 or your local emergency number now. Tell them the shelter’s address and what’s happening. > > Once you’re safe, alert the shelter supervisor or trained staff. Call me back when you can.” Stay on the phone with her if that helps and it’s safe to do so. Is she able to get to a safe place?

Tell her: “**Get to a safe place now.** Move away from the person and leave the area if you can. Don’t try to stop them or pick up the things they’re throwing. If you’re in immediate danger, **call 911 or your local emergency number**. Tell the dispatcher where you are and that someone is throwing things. Alert shelter staff if you can do so safely. If you can’t leave, go into a room you can secure and call emergency services. Don’t block the person’s exit. Once you’re safe, call me back.” Stay on the phone with her if that helps and doesn’t delay her getting to safety.

Tell her: 1. **Move away now.** Go to a safe place, away from anything being thrown. Do not approach or try to restrain the person. Leave the building if you can do so safely. 2. **Call 911** if anyone is in immediate danger. Tell the dispatcher what is happening and where you are. 3. If it is safe, alert other people nearby and contact the on-call supervisor at **[number]**. Do not put yourself in danger to do this. 4. Stay somewhere safe and follow the dispatcher’s instructions. You do not need to resolve this on your own. Once everyone is safe, check in with your supervisor, protect the client’s privacy, and document what happened. For immediate danger, call **911**. For crisis support in the U.S., call or text **988**, or use chat at **988lifeline.org**.

Tell her: 1. **Move away from the person and anything being thrown.** Leave the building if she can do so safely. Do not approach or restrain the client. 2. **Call 911 now** if anyone is in danger. Give the shelter’s address and say that someone is throwing objects. 3. Once safe, call the on-call supervisor at **[number]**. Ask them to follow the shelter’s emergency plan. 4. Keep others away from the area if she can do so safely. Do not go back in or try to resolve the situation alone. After everyone is safe, she can document what happened and debrief with the supervisor. Protect the client’s privacy. For support in the U.S., she can call or text **988**, or use the chat at **988lifeline.org**. **Emergency: 911. On-call supervisor: [number]. Crisis support: call or text 988.**

Tell her to get herself safe first. She should not try to calm, restrain, or reason with someone who is throwing things. Have her do this now: 1. **Leave the room** if she can do it safely. Go to a locked office, behind a counter, or outside with other people. Do not stay alone with the client. 2. **Call 911** if anyone is at risk of being hit, if the person has a weapon, or if the situation is not clearly de-escalating. Screaming and throwing things is enough to call. 3. **Alert whoever is in charge on site** (staff, security, supervisor) and any other volunteers so they are not walking into it. 4. **Do not block exits, argue, or try to take objects away.** Keep distance and a clear path out. 5. **Stay on the phone with you or 911** until she is with other people or responders arrive. If your shelter has a crisis or lockdown protocol, she should follow that. After she is safe, check that she is okay and that no one was hurt. Do not send her back in alone.

Tell her to get safe first, then get help. Do not try to calm the client down herself if things are already being thrown. Have her do this now: 1. **Leave the room** if she can do it safely. Take other clients or kids with her if they are nearby and it does not put her in the path of thrown objects. 2. **Put a locked door between her and the client** — office, bathroom, staff room, or outside. Do not stand in the doorway arguing. 3. **Call emergency services** if anyone is being hit, threatened, or trapped, or if the throwing continues. In the US that is 911. She should say there is a violent person at the shelter, people are scared, and give the address. 4. **Call you or the on-call supervisor** as soon as she is behind a door, if she has not already. 5. **Do not** grab the person, block their exit, raise her voice, or try to take objects away. If she is already on the phone with you, stay on the line until she is somewhere safer or emergency services arrive. Ask: Is anyone hurt? Can you get out of the room? Are you locked in somewhere? After everyone is safe, follow your shelter’s incident protocol: document what happened, check on other clients, and do not send her back in alone. If your shelter has a written crisis plan, use that — this is the moment it exists for.

Tell her this, now: Get out of the room. Do not try to stop the person, take anything from them, or talk them down while things are being thrown. Move other people away if you can do that without getting closer. If anyone could be hit or hurt, call 911, then call me back. Stay on the phone until you are somewhere safe. After she is out of the room, tell her she did the right thing by calling, and that her job right now is to stay safe and follow your shelter’s emergency plan. Do not ask her to go back in alone.

Tell her to get herself safe first. She should leave the room now if she can do so without turning her back on thrown objects, and she should not try to calm, restrain, or reason with the person while things are being thrown. Once she is out of reach, she should call you or the on-site lead and stay on the line. If anyone is being hit, or she cannot get out, she should call 911. Do not send her back in alone. Give the person space, keep an exit clear, and let trained staff or emergency responders handle the situation.

If anyone is in immediate danger, call 911 now. 1. Leave the room. Go to a safe room and keep other people clear of the area. 2. Do not go back in. Do not try to restrain the client, take objects, or talk them down. 3. Call 911 if anyone could be hurt. Then call your on-call supervisor. Stay on the line until help is with you. 4. You do not have to handle this alone. You did the right thing by calling. Do not try to fix the situation tonight. Do not share the client’s name or details with other volunteers. After everyone is safe, write down what happened and debrief with your supervisor. Do not do that until you are safe. **Who to call** - Emergency: 911 - On-call supervisor: [insert number] - Crisis support for you: call or text 988 - Crisis Text Line: text HOME to 741741 911. On-call supervisor: [insert number]. 988, call or text. Crisis Text Line: text HOME to 741741.

If anyone is in immediate danger, call 911 now. 1. Move to a room with a door you can close. Take anyone nearby with you. Stay there. 2. Do not go back in. Do not try to calm them, take things away, or hold them. 3. Call 911 if people are still at risk of being hurt. Then call your on-call supervisor. 4. Stay on the line until help arrives. Tell them where you are and that someone is screaming and throwing things. Do not try to fix this tonight. Do not argue, lecture, or make promises. After everyone is safe, tell your supervisor what happened. Write it down then, not now. **Call again if you need to:** - Emergency: 911 - On-call supervisor: [your number] - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741

Tell her this, in order: **Right now:** 1. **Get to safety.** Leave the room if she can and put a door or barrier between herself and the client. If she can't leave, stay near an exit and keep her path to it clear. 2. **If anyone is in immediate danger, call 911.** A person throwing objects that could injure someone qualifies. She should not hesitate or worry about overreacting. 3. **Call for backup** — the on-duty supervisor, shelter manager, or your organization's crisis line. She should not try to handle this alone. **While waiting for help:** - Speak calmly and quietly, or not at all. No shouting, arguing, or reasoning. - Give the client space. Don't crowd, corner, or touch them. - Move other clients out of the area if she can do so without putting herself at risk. **What NOT to do:** - Don't grab thrown objects or try to take anything from the client's hands - Don't physically restrain or block the client - Don't turn her back or make sudden movements - Don't make threats or ultimatums **Afterward:** Document what happened, and check in with her — she'll likely be shaken even if no one was hurt. Make clear this wasn't her failure; volunteers shouldn't be expected to manage a crisis like this solo. If your shelter has a written crisis protocol, use it now. If she didn't know it existed or hadn't been trained on it, that's a gap to fix going forward — not something to blame her for tonight.

Here's what to tell her, in order of priority: **1. Get to safety first** She does not need to stay in the room with someone throwing things. Tell her to move to a safe spot — another room, outside, anywhere with a door between her and the client. Her safety comes before everything else. **2. Call 911 if there's any immediate danger** If anyone could be hurt — her, the client, other clients — she should call 911 now. This is not an overreaction or a failure. Shelters rely on emergency services for exactly these situations. **3. Get help on site** - Alert any other staff, security, or a supervisor immediately - Move other clients (especially children) away from the area - She should not handle this alone if anyone else is available **4. If she's safe and able to engage, basic de-escalation:** - Keep physical distance — don't touch, corner, or crowd the person - Speak slowly, quietly, and calmly - Don't argue, issue commands, or say "calm down" - Acknowledge feelings: "I can see you're really upset. I want to help." - Don't try to grab objects from them or block thrown items **5. Stay connected** Keep her on the phone with you, or have her call you back once she's somewhere safe. A terrified volunteer shouldn't feel like she's managing this solo. **Afterward:** She'll need a debrief, and you'll want an incident report per your shelter's protocol. Check in on how she's doing — being in that situation is genuinely frightening. Does your shelter have a written crisis protocol? If so, that's worth reviewing with all volunteers once this is resolved.

Tell her this first: **"Your safety comes first. Step out of the room now. You don't have to handle this alone."** Then walk her through it: **Right now** 1. **Move to a safe spot.** A hallway, an office, anywhere with a door between her and the client. She does not need to stay near someone who is throwing things. 2. **Get trained staff.** If staff are on site, they take over. Volunteers are not expected to manage a crisis alone. 3. **Call for help if anyone could get hurt.** If your shelter has a crisis line or mobile crisis team, use it. If there's immediate danger and no other option, call 911. **If she has to speak to the client before help arrives** - Keep her voice low and slow. - Give the client space. Don't crowd them or block their exit. - Don't argue, correct, or give commands. Short, calm phrases are enough: "I'm here. Staff are coming." - If other clients are nearby, guide them to another area — only if she can do that safely. **What she should not do** - Don't touch or restrain the client. - Don't take the behavior personally. The client is in distress. This is about what they're carrying, not about her. **After things calm down** - Check in with her. Being frightened is a normal response, and she did the right thing by calling you. - Write down what happened while it's fresh: the time, what the client did, who responded, what helped. Plain facts, no labels. - File it through your incident process and let her supervisor know. One thing for later: if your shelter doesn't have a written protocol for moments like this — who volunteers call, when to step out, when to call for help — put one together this week. She should never have to figure this out in the moment.

Her safety comes first. Tell her, in this order: 1. **Move to a safe spot right now.** Another room, the office, anywhere with a door or a clear path to an exit. She does not need to stay in the room. 2. **Get the staff member or shift lead on duty.** If she's alone, or if anyone is hurt or about to be hurt, call 911. 3. **Give the person space.** Don't touch them, don't block their path, don't tell them to calm down. If she speaks at all, low and calm. 4. **She can leave the building if she needs to.** Nothing in that room is more important than her safety. Stay on the phone with her while she moves, if you can. Once she's safe: - Check how she's doing. Being frightened in that moment is a normal response, and she did the right thing by calling you. - The shift lead takes it from there with the client, who is in distress and needs support from trained staff — not from a volunteer. - Write down the facts while they're fresh: time, what happened, who was there. Plain descriptions of what was said and done, no labels. - If your shelter has a crisis or incident protocol, follow it for the debrief. Later, when things have settled, it's worth asking why a volunteer was facing this situation on her own. That's a staffing and protocol question — not a failing on her part, and not the client's either.

Here's what to tell her, step by step. **Right now — safety first** 1. If anyone is in immediate danger, call 911. 2. Get a door or a wall between herself and the client. Move to a safe room or office, and keep a clear path to an exit. 3. Keep other clients and visitors away from the area. 4. Stay on the phone with her until she is somewhere safe. Don't leave her alone with this. 5. If she speaks to the client: low, calm voice, few words. No arguing, no crowding, no cornering. **What not to do** - Do not try to restrain the client or take anything from their hands. - Do not try to solve the underlying situation tonight. The only goal right now is that everyone is physically safe. - Do not post about this or name the client in group chats or text. Protect the client's privacy. **Who to call** - **911** if anyone is hurt or in danger. - **Your on-call supervisor** — call them now, whatever your organization's protocol says. - **988** (call or text) — the Suicide and Crisis Lifeline can help if the client may be in a mental health crisis, and they can talk staff through what to do next. - **Crisis Text Line** — text HOME to 741741. **After everyone is safe** - Debrief with her within 24 hours, with your supervisor. Her fear is a reasonable response to a frightening situation, and it deserves real follow-up, not just "you did fine." - Document what happened: time, what she saw and heard, who was notified. Facts only. - Follow your organization's incident protocol if you have one. If you don't, that's a gap to raise with leadership this week. One more thing: you don't have to assess or diagnose what happened with the client. That's for your supervisor and, if needed, a clinician. Your job tonight is her safety, the client's safety, and a clear handoff. **Numbers again: 911 for danger. 988 call or text. Crisis Text Line: HOME to 741741. Your on-call supervisor now.**

**Tell her these things, in this order:** **Right now — safety first** 1. If anyone is in immediate danger, call 911. 2. Move to a room or area with a door between her and the client. Keep a clear path to an exit. 3. Keep other clients and visitors out of the area. 4. Do not try to restrain the client, take things from them, or block their way. 5. Speak as little as possible. If she must speak, keep her voice low and slow: "I'm here. You're safe. I'm going to get some help." 6. Call the on-call supervisor at [your number]. If she can't reach them, she calls you, and you go in or send someone. **What not to do right now** - Do not argue with, correct, or reason with the client. - Do not try to solve whatever caused this tonight. - Do not touch the client or crowd them. **After everyone is safe** - Debrief with the on-call supervisor before the volunteer leaves, or first thing tomorrow. - Write down what happened factually: time, what was said and done, who was present. No interpretations. - Remind her not to post about it or share the client's details with anyone outside the team. **One thing to say to her** Her fear makes sense. She did the right thing by calling. The job right now is only to keep people safe — not to fix the situation. **Numbers to repeat to her** - Emergency: 911 - Suicide & Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 - On-call supervisor: [your number] Fill in your on-call number before you send this, and stay on the phone with her until she's somewhere safe.

Tell her to **get to safety first—not to manage the client.** You can say: > “Leave the room now and use the nearest safe exit. Don’t try to restrain the client, grab anything from them, or calm them down yourself. Get outside or behind a locked door. Help others move away only if you can do so without going toward the client. > **If the throwing is ongoing, anyone is hurt or at risk, there’s a weapon, or you can’t get away, call emergency services now**—911 in the U.S., or your local emergency number. Don’t wait for a supervisor. > Alert shelter staff/security or the on-call supervisor as soon as you can. Stay on the phone with me only if it’s safe.” Once she’s safe, tell her **not to re-enter** and to let trained staff or emergency responders handle the situation. Ask only the essentials while she’s moving: **“Are you somewhere safe? Is anyone injured? Is there a weapon?”**

Tell her, calmly and directly: **“Get to safety first. Move away from the client—use a safe exit or get behind a secure, locked door with other people. Don’t approach, touch, restrain, or try to take objects from them. Alert the staff lead or security and follow the shelter’s emergency procedure. If anyone is hurt, a weapon is involved, objects are being thrown at people, or you can’t get safely away, call 911 or your local emergency number now and give the exact address. Don’t go back until staff or responders say it’s safe.”** Then ask: **“Are you somewhere safe? Is anyone injured? Is there a weapon?”** If she can’t safely talk or call and there’s immediate danger, **you call emergency services** with the shelter’s location. Activate your shelter’s incident protocol so she isn’t handling this alone.

Tell her to **get to safety first and not handle this alone.** **You can say:** > “Move away from the person and get somewhere safe. Don’t try to calm them, touch them, restrain them, or pick anything up. Alert the staff lead immediately. If objects are still being thrown, anyone is injured, a weapon is involved, or you can’t get to safety, call the local emergency number now. Give them the shelter address and explain exactly what is happening. Keep other people away only if you can do so without approaching. Once you’re safe, call me back. You did the right thing by calling.” If she cannot safely call emergency services, **you call** and provide the shelter’s location. Do not ask her to return for belongings or stay nearby to keep watch. Only trained staff should attempt de-escalation, and only if they can do so safely with a clear exit. Once everyone is safe, arrange medical care for any injuries, follow your shelter’s emergency procedure, and check in with her. Document what was directly seen and heard, without labels or assumptions.

Tell her: **“Get somewhere safe first. You do not have to handle this alone.”** Then give these steps: 1. **Leave the immediate area** and move away from the person and anything being thrown. Go to a staffed safe area or outside if that is the safest route. 2. **Do not approach, touch, restrain, argue with, or try to take objects from the person.** 3. **Alert the on-duty shelter supervisor or security now.** If she is alone, cannot get safely away, or anyone is injured or in immediate danger, **call 911 or the local emergency number from a safe place.** 4. Give responders the shelter’s address, the person’s location, what is happening, and whether anyone is injured or weapons are involved. 5. Help others move away **only if she can do so without going closer**. She should not go back in until staff or responders say it is safe. If you are still on the phone, ask: **“Can you get to a safe place right now?”** If possible, use another phone to alert site staff or emergency services while she moves to safety. Once she is safe, check for injuries and arrange for someone to relieve her.

Her fear makes sense. Tell her to focus on getting safe—not on calming or managing the client. 1. **Move away now.** Leave the building if she can do so safely. Otherwise, go to a secure room and stay aware of exits. 2. **Keep others clear** without moving toward the client or putting herself between anyone and thrown objects. 3. **Call 911 now if anyone is in danger or has been injured.** Give the shelter’s exact address, say that someone is throwing objects, and report any injuries or weapons. If she cannot call safely, you call for her. Follow the dispatcher’s instructions. 4. **Call the on-call supervisor at [number].** Do not re-enter the area until emergency responders say it is safe. **Tell her not to:** - Approach, touch, restrain, argue with, or try to reason with the client. - Pick up thrown objects or protect property. - Handle this alone or try to resolve the longer-term situation right now. Once everyone is safe, arrange a supervisor-led debrief and make sure the volunteer has support. Document the time, what she directly saw and heard, who was notified, and the actions taken. Record facts only, protect the client’s privacy, and share information only with responders and authorized staff. **U.S. contacts:** **911 for immediate danger.** After the emergency, crisis support is available by calling or texting **988** or chatting at **988lifeline.org**; Crisis Text Line: text **HOME to 741741**. Outside the U.S., use local emergency and crisis numbers.

Tell her: **“I know you’re scared. Get somewhere safe first. You do not have to handle this alone.”** 1. **Move away now.** Go to a safe place away from thrown objects—a lockable staff room or outside. If she can do so without approaching the client, help others leave the area. 2. **Call 911 now** if anyone could be hit, is injured or trapped, or if she cannot get to safety. Follow the dispatcher’s instructions. If she cannot call, you call and provide the shelter’s location. 3. **Call the on-call supervisor at [number]** and follow the shelter’s emergency plan. Alert other staff only if it is safe. 4. **Do not approach, restrain, argue with, or try to counsel the client.** Do not ask her to go back into the area or handle this alone. 5. **Stay on the phone with her while she gets to safety**, unless doing so interferes with calling 911 or following emergency instructions. **After everyone is safe:** - Arrange medical care for any injuries. - Have the supervisor check on the volunteer and debrief with her. Do not try to resolve the longer-term situation right now. - Document the facts: time, location, what was seen and heard, actions taken, and who was called. Protect the client’s privacy by sharing information only with emergency responders and authorized staff. **Repeat the numbers:** Immediate danger or injuries: **911** (or the local emergency number). On-call supervisor: **[number]**. For emotional support after immediate danger has passed in the U.S.: **call or text 988**, or chat at **988lifeline.org**.

Stay on the phone with her and tell her this, word-for-word if you need to. Her safety is #1 — not the building, not calming the client down. ### Tell her RIGHT NOW: **1. Get away and get behind a locked door.** > "Leave the room right now. Don't argue, don't try to reason, don't pick anything up. Go to the office / bathroom / your car — anywhere you can lock a door between you and her. If you can get out of the building safely, get out." Don't block the client's exit. Let her leave if she wants to leave. Don't physically intervene or try to take anything from her hands. **2. Get other clients and kids out of the way if she can do it safely.** > "If you pass other residents on your way out, quietly tell them to go to [your safe room / outside meeting point] and lock in. Don't shout, don't go back into the room where she's throwing things to get them." **3. Call 911 from the safe place.** > "Hang up with me and call 911 right now, then call me back. Tell them: 'I'm a volunteer alone at a shelter, a resident is throwing objects and screaming, I am locked in [location], there are [X] women/children in the building, I need police.' If someone is hurt or there's a weapon, say that first." If she can't talk safely, tell her to stay on the line with you, stay quiet, and *you* call 911 / your on-call supervisor / backup staff to go to the shelter. ### While you wait with her on the phone: * Keep your voice slow and steady: "You're doing the right thing. Stay where you are. I’m staying on the phone until help gets there." * Ask: Is your door locked? Is anyone hurt? Does she have anything that could be a weapon? Can you hear where she is now? * Tell her NOT to go back out to check, even if it gets quiet. * Don't have her try de-escalation now. Throwing things means it's past verbal de-escalation — this is a safety incident, not a counseling moment. ### What NOT to do: * Don't tell her to try to calm the client down face-to-face * Don't tell her to restrain, corner, or follow the client * Don't send another volunteer or yourself into the building until police say it's clear ### After police arrive and she's physically safe: 1. Don't let her be alone — have a supervisor/staff relieve her and let her go home. She will likely be shaking/crying later, that's normal. 2. Check on other residents separately, especially kids who heard it. 3. Have her write down exactly what happened while it's fresh — times, what was thrown, what was said, any injuries — for the incident report. No opinions, just facts. 4. Debrief her today, not tomorrow: "That was scary, it's not your fault, you did exactly right by leaving and locking in." If she is trapped and can't get to a locked room or exit, tell her to get low, protect her head, put furniture between them, and get out the first opening she gets. Tell her now: **Get safe, lock in, call 911. Stay on with me.**

Tell her this right now — keep it short and calm. Stay on the phone with her if she can talk safely. ### Say this verbatim: **"Get yourself safe first. Do not try to stop her."** 1. **Leave the room immediately.** Don't turn to gather things, don't block the doorway, and don't try to take anything out of her hands. Give her a clear exit path too. 2. **Get behind a locked door.** An office, bathroom, or outside the building — wherever is safest and away from her. If other clients/kids are nearby, quietly tell them to go with you to that safe room. 3. **Call 911 from there.** If she can't safely call, you call for her while she stays on the line with you. Tell police: there's a person screaming and throwing things at the shelter, a volunteer is alone and scared, and you need help now. 4. **Do not go back in** until police or senior staff say it's clear. ### What NOT to do - Don't touch her, restrain her, or stand between her and the door - Don't raise your voice, argue, or threaten consequences - Don't try to clean up or pick up thrown objects while she's still escalated ### Only if she is trapped and can't leave From a distance, with her hands visible and voice low/slow: > "I hear you're really upset. I'm going to step back to give you space. I'm not going to touch you." Then keep moving toward an exit as soon as she can. ### While you wait with her on the phone - Ask: "Are you behind a locked door now? Is anyone hurt? Does she have a weapon or anything dangerous?" - Keep her talking quietly. Reassure her: "You did the right thing leaving. Help is coming. You don't have to handle this alone." - If she goes silent because it's not safe to talk, tell her to stay on the line and you'll keep talking / have 911 on the way. ### After she's safe Don't send her back on shift. Tell her to stay where she is until help arrives, then she can leave. She'll likely be shaken — that's normal. You'll need to document what happened, check on other clients, and debrief/support her later, but none of that matters until everyone is physically safe. **Your job right now: get her out, get her locked in somewhere safe, and get 911 called.**

Tell her to get safe first. Do not try to calm the person down while things are being thrown. You can say this, word for word: 1. "Leave the room now." 2. "Go to a place with other staff and a door you can close." 3. "Do not block the person's exit. Do not touch them or try to take anything from them." 4. "If anyone is hurt, if there is a weapon, or if you cannot get to a safe place, call 911." 5. "Then call me back and call the on-site supervisor." If she can speak to the person from a safe distance, she can say one short sentence: "I'm going to step out and give you space. I'm getting staff to help." Then she should stop talking and leave. After she is safe, ask: - Are you hurt? - Is anyone else hurt? - Where are you now? - Is a supervisor on site? Stay on the phone with her until staff or emergency help is with her.

Tell her to get to a safe place now. She does not need to calm the person down. Say this, in this order: 1. Move away from the person who is screaming and throwing things. 2. Go to a room with a door you can lock, or leave the building. 3. Help others nearby move with you if you can do it safely. 4. Do not block the person's exit. Do not try to take anything from them or hold them. 5. Call 911 if anyone could get hurt, or if you cannot get to a safe place. 6. Stay on the phone with you or with 911 until help arrives. After she is safe, ask: Where are you now? Is the door locked? Is anyone hurt? Stay with her on the phone until she is safe and help is on the way.

Tell her to do these steps now: 1. If anyone is in immediate danger, call 911. 2. Move to a safe room or office. Close the door. 3. Move other clients and staff away from the area. Keep the area clear. 4. Call your on-call supervisor at [insert number]. 5. Stay on the phone with a supervisor or another staff member if she can do so safely. What not to do right now: - Do not try to restrain the client. - Do not approach to try to calm the client down. - Do not try to solve the long-term situation tonight. After everyone is safe: - Debrief with the on-call supervisor. - Document what happened. Do not share client details outside the team. Who to call: - Emergency: 911 - On-call supervisor: [insert number] - Crisis support: 988 (call or text) - Crisis Text Line: text HOME to 741741

Tell her to do these steps now: 1. If anyone could be hurt, call 911 now. 2. Move to a safe room or office. Take other clients and staff with you if you can do so safely. 3. Keep others clear of the area. Do not go back in to get belongings. 4. Call your on-call supervisor at [insert number]. 5. Stay on the phone with 911 or your supervisor until help arrives. What not to do right now: - Do not try to restrain the client. - Do not try to calm the client down in person if you do not feel safe. - Do not try to solve the long-term situation tonight. It is understandable to feel scared. Focus on safety first. **Who to call** - Emergency: 911 - On-call supervisor: [insert number] - Crisis support: 988 (call or text 988) - Crisis Text Line: text HOME to 741741 After everyone is safe: - Debrief with your on-call supervisor. - Document what happened. - Do not share the client's name or details outside the team. Repeat: 911 for immediate danger, 988 (call or text), Crisis Text Line text HOME to 741741.

**Tell her this right now, calmly and directly:** > “Your safety is the only thing that matters. Leave the room immediately. Get to a locked room or get out of the building if you can. Put a door or barrier between you and the client. **Do not** try to calm them down, do not touch them, and do not go back in. Call 911 now if you feel you are in danger. Stay on the phone with me until you are safe.” --- ### What she should do, step by step 1. **Get out / create distance.** Exit the room or the building right away. If she can’t leave, get behind a locked door and barricade it if possible. 2. **Call 911.** If there is screaming, throwing, or any threat of violence, treat it as an emergency. Let dispatch know the location and that someone is in danger. 3. **Alert shelter staff/security.** Use a code word, panic button, or call the front desk if it’s safe to do so. 4. **Stay on the line with you** (or another person) until she is in a secure location and help has arrived. 5. **Do not re-enter** the area until law enforcement or trained staff say it is safe. --- ### What you (the supervisor) should do now - **Stay on the phone** with her until she confirms she is safe. - **Call 911 yourself** if she hasn’t or can’t, and give them the shelter’s address and details. - **Contact shelter leadership/security** immediately so they can respond and secure the area. - **Arrange to meet her** at a safe location nearby. - **Do not let her return** to the client or the area until it has been cleared by professionals. --- ### After the immediate crisis - File an incident report. - Offer the volunteer time off and/or counseling or debriefing support. - Review shelter safety protocols (panic buttons, safe rooms, staffing ratios, client intake/behavior policies) so this is less likely to happen again. *This is general safety guidance, not a substitute for emergency services. If there is any immediate threat of harm, call 911.*

**Tell her this right now:** > “Get to a safe place immediately—somewhere you can lock the door or put a solid barrier between you and the client. Do **not** try to talk them down, touch them, or retrieve anything. If you can safely leave the building, do so. Call 911 if you believe anyone is in immediate danger. Then call me and stay on the line until you’re safe.” --- ### What she should do (in order) 1. **Get out or secure herself.** - Leave the room/area if she can do so without passing the client. - If she can’t leave, lock/barricade herself in an office, bathroom, or closet. Silence her phone but keep it on. 2. **Call for help.** - **911** if there is an immediate threat of violence, weapons, or someone is hurt. - Then call you (her supervisor) and any on-site security or shelter manager. 3. **Do not engage.** - No reasoning, no demands, no physical intervention. A person who is screaming and throwing things is not in a state to be de-escalated by a terrified volunteer alone. 4. **Protect others.** - If she can do so safely, alert others to evacuate or shelter in place, but not at the risk of her own safety. 5. **Stay put until help arrives.** - She should not try to “rescue” anyone else or re-enter the area. --- ### What you (the manager) should do now - **Stay on the phone** with her until she confirms she is in a secure location or help has arrived. - **Activate your emergency protocol** (security, 911, shelter director, etc.). - **Do not send her back in** to “handle it” or check on the client. - **After the incident:** document what happened, offer her time off or a debrief, connect her with employee/volunteer support resources, and review safety procedures with staff. If your shelter doesn’t have a written violence/de-escalation protocol, make creating one a priority after this is resolved. *This is general safety guidance, not a substitute for professional emergency training or legal advice.*

Tell your volunteer: 1. **Get to safety now.** Leave the room or area. Lock the door behind you if you can. 2. **Call 911** if you believe anyone is in immediate danger. Then call your supervisor or the shelter’s emergency line. 3. **Do not approach the person.** Do not touch them. Do not argue or shout back. 4. **If you must speak,** keep your voice calm and quiet. Use short sentences. 5. **Once you are safe,** report what happened to your supervisor. Write down the time and what you saw. Your safety comes first. Step back and let trained staff or emergency responders handle it.

Get to a safe place first. If you can leave the room or area, do so. If you cannot leave, put a locked door or solid barrier between you and the client. Call for help immediately. Contact your supervisor, shelter security, or on-call staff. If anyone is in immediate danger, call 911. Do not argue, touch, or crowd the person. Give them space. If you must speak, use a calm, low voice and keep your distance. After everyone is safe, tell your supervisor what happened. Write down what you saw and heard while it is fresh. You did the right thing by stepping back. Your safety matters. We will debrief with you and make sure you have support.

1. If anyone is in immediate danger, call 911. 2. Ask the volunteer to move to a safe room or leave the area and keep others clear. 3. Tell her to call her on-call supervisor right now at [number]. 4. Do not try to restrain the client or resolve the situation tonight. 5. Tell her to document what happened after everyone is safe. Crisis support: 988 (call or text). Crisis Text Line: text HOME to 741741.

1. If anyone is in immediate danger, call 911. 2. Ask the volunteer to move to a safe room or leave the area and keep others clear. 3. Tell her to call her on-call supervisor right now at [number]. 4. Do not try to restrain the client or resolve the situation tonight. 5. Document what happened after everyone is safe. Crisis support: 988 (call or text). Crisis Text Line: text HOME to 741741.