OFFICE OF THE SECRETARY 15051 x41-9409 15051941-8491 FAX

PROGRAMS DIVISIONS DIRECTOR 1596 Pacheco Street P.O. Box 4218 Santa Fe, New Mexico 87502-4218 (505)827-6827 (505) 827-6812 FAX DEPUTY SECRETARY


401 BROADWAY, N.E. P.O. BOX 1928 ALBUQUERQUE, N.M. 87103

POLICY ISSUANCE NO. 38 DATE: TO: FROM: SUBJECT: AUGUST 25, 1997 ALL NMDOL EMPLOYEES CLINTON D. HARDEN, SECRETARY NEW MEXICO DEPARTMENT OF LABOR OFFICE SAFETY/SECURITY POLICY AND PROCEDURES SECTION I/ WORKPLACE VIOLENCE I. POLICY A. Each employee of the New Mexico Department of Labor has the right to work in a safe and secure work environment. B. It is the policy of this Department to require employees to exhibit a courteous and professional demeanor when dealing with other employees and the public and to avoid confrontation with customers and other employees. Disruptive, violent, or destructive behavior by employees will not be tolerated, and employees will not jeopardize their safety or the safety of others in dealing with such behavior. C. This policy consists of prevention first; prevention is a key element in the control of violence in the workplace. Should disorder occur, this policy calls for notification of law enforcement agencies, and if appropriate, arrest and prosecution through the courts. D. In emergency situations, employees shall take reasonable action to protect themselves, co-workers, and the public. In the event of an incident, the appropriate division director should be notified as soon as practical when an incident occurs or is anticipated. E. Each area director, bureau chief, and cost center manager is responsible for ensuring that all employees are familiar with this policy and implementing emergency plans. F. The Department is committed to providing training programs and the availability of mediation.


Policy Issuance No.38 August 25, 1997 Page 2 II. UNACCEPTABLE BEHAVIOR A. Acts of workplace violence, including physical actions or verbal remarks, which create actual danger or a reasonable fear of potential danger towards an employee, client, or property. B. Acts of workplace violence including any intentional or malicious physical act that causes actual injury or the potential for actual injury to another or to property. C. Any action which would be a violation of the criminal laws of the State of New Mexico. D. Firearms and other deadly weapons are not permitted in Department of Labor offices, or premises, including parking lots. E. Some examples of unacceptable behavior include, but are not limited to: damaging property of another or the Department; touching employees in a hostile manner; verbally or physically intimidating others; stalking an employee; and tampering with the Department's security devices. III. THREAT RESPONSE PROCEDURE A. The bureau chief or division director, with the assistance of the Human Resources Bureau, will initiate an investigation into any report of workplace violence. B. The bureau chief or division director, with the assistance of the Human Resources Bureau, has the authority to place an employee on paid administrative leave for up to 40 clock hours. In a situation where an act of workplace violence or potential workplace violence has occurred, the cost center manager may place an employee on administrative leave, for up to forty continuous hours even if there is no time to contact Human Resources Bureau. Management may then recommend that higher levels of management investigate the occurrence or they may proceed with an investigation of their own. The results of the investigation may include recommendations for referral to the Employee Assistance Program, disciplinary action and/or contact with law enforcement officials. C. The Department, including the Legal Section or the Attorney General's Office, will support the various offices in prosecution of violators. The coordination of Department support will be arranged by the bureau chief or division director, with the assistance of the Human Resources Bureau. IV. HOW TO REPORT WORKPLACE VIOLENCE A. It is the responsibility of every employee to promptly report acts of workplace violence.

Policy Issuance No. 38 August 25, 1997 Page 3 B. An employee who believes he/she has been the victim of workplace violence or who has witnessed workplace violence against another employee, client, or property must report the situation to his/her supervisor, who will immediately contact the Human Resources Bureau Chief at 841-8459, or in his absence, the Employee Relations Manager. If the immediate supervisor is the alleged aggressor, the next level of supervision should be notified. C. If a supervisor believes an employee has exhibited behavior which indicates a potential for violence, he/she should notify the bureau chief or division director. A determination will then be made as to how to investigate the matter and what action may be required. D. Employees who are concerned about potential domestic violence or personal matters posing a threat to themselves or co-workers at the work place should notify their immediate supervisor, who will in turn notify higher levels of management. E. The Human Resources Bureau will arrange for training to familiarize employees with the content and administration of this policy. V. RECOVERY FROM TRAUMATIC EVENTS In the event a traumatic incident occurs in any Department office, the division director should contact the Human Resources Bureau Chief immediately to request the assistance of a trauma counselor from the Employee Assistance Program (EAP).

Policy Issuance No. 38 August 25, 1997 Page 4 SECTION II/ OFFICE SAFETY I. PROCEDURES A. ESTABLISH AND MAINTAIN CLOSE WORKING RELATIONSHIPS WITH LOCAL LAW ENFORCEMENT AGENCIES 1. Each area director shall meet with local law enforcement officials responsible for providing law enforcement assistance to his/her office. The area director shall explain the agency's concern about office safety and security and the willingness of Department of Labor personnel to cooperate with law enforcement officials in the event prosecution is deemed advisable. Area directors will schedule regular visits by law enforcement officials to their office. When an emergency arises, all employees must cooperate fully with law enforcement officials and provide all assistance necessary to assist in those instances where any person is charged with a violation of the law. 2. In those Department of Labor facilities housing a large number of employees, such as the Tiwa and Aspen buildings, the Secretary will designate an employee from each respective facility to be responsible for the duties assigned in this policy to area directors and cost center managers. B. ESTABLISHMENT OF EMERGENCY COMMUNICATIONS PROCEDURES Each office shall establish an emergency communications plan to ensure that a prompt, clear message is delivered to law enforcement officials should a crisis arise. Emergency telephone numbers and sample messages for various situations should be affixed to each office phone, clearly visible to office staff. If circumstances permit, the area director or assistant area director should make the call to local law enforcement officials. The area director should also designate an individual within the office to serve as contact person with law enforcement officials should the area director and assistant area director be unavailable. Employees should exercise their best judgment in a crisis and call law enforcement officials should it appear no contact has been made. C. THREATS 1. Employees receiving threats, at work or at home, personally or by telephone, should report them immediately to their supervisor. The manner in which telephonic bomb threats are handled is set forth in Appendix 3. 2. Employees should not attempt the use of force to quiet or eject an unruly or abusive customer. Reasonable force may be used by employees to protect themselves, other employees, and the public.

Policy Issuance No. 38 August 25, 1997 Page 5 3. In all instances where local law enforcement assistance is requested by an office, the area director or his designee must advise the appropriate division director and submit a written report to the Secretary within 24 hours. 4. All inquiries and contact with the media relative to an incident will be referred to the public relations office of the Department. D. PROSECUTION If law enforcement officials recommend prosecution, their advice should be followed. If prosecution is commenced, it should be actively supported, to include testimony in court against the accused by employees who personally witnessed the incident. UTILIZATION OF EXISTING RESOURCES TO CREATE A BUFFER To the extent it is reasonably possible, it is advisable to utilize file cabinets, partitions and other office furnishings to create a buffer between working staff and the public. Buffers should be designed in new offices. F. ENHANCEMENT OF SAFETY IN IMMEDIATE WORK AREA Employees should ensure that items such as scissors, letter openers, paper weights, etc., are not easily accessible to someone who might utilize them as a weapon. It is advisable that such items be kept off desk tops. G. WEAPONS Firearms and other deadly weapons are not permitted in Department of Labor offices, or premises, including parking lots. H. IDENTIFICATION OF EVACUATION ROUTE An evacuation plan should be designed for emergency situations for all offices. A copy of this diagram should be posted throughout the office and all employees should receive a briefing to ensure awareness of this plan. I. POST WARNING SIGNS Each office shall place warning signs, as provided by GSB, in high traffic areas stating the agency's intent to prosecute persons who engage in disorderly conduct or other illegal activities.


Policy Issuance No. 38 August 25, 1997 Page 6 J. DEPARTMENT SUPPORT The Department, including the Legal Section or the Attorney General's Office, will support the various offices in prosecution of violators. The coordination of Department support will be arranged by the appropriate division director. K. WORKFORCE DEVELOPMENT CENTERS Each workforce development center shall develop a plan for office safety and security to fit its specific location and circumstances. These plans must conform to Department policy and procedures and should contain, at a minimum, items contained in the Local Office Safety Checklist, Appendix 1. A sample of Local Office Plan is provided in Appendix 2. These plans must be approved by the appropriate division director and the implementation of such plans will be routinely included in local office audits. L. TRAINING The Human Resources Bureau is responsible for developing a Customer Relations Training course designed to reduce and defuse hostile confrontations between Department employees and the public. M. OFFICE ACCESS Access by non-employees to any area of an office other than normal customer service areas must be controlled. Non-employees should not be present during opening and closing of offices. Such individuals must be escorted at all times when in other than normal customer service areas, and should be required to show adequate and current identification upon each and every visit to the office. It is the area director's responsibility to limit access to office keys and to control issuance of keys. The area director is responsible for ensuring that the office is properly secured, i.e., doors and windows locked, when office is closed for the day. II. EFFECTIVE DATE This policy becomes effective this date and replaces all previous issuances on the subject of Office Safety/Security.

APPENDIX 1 LOCAL OFFICE SECURITY/SAFETY CHECKLIST 1) Meet with local law enforcement officials. a. Make there aware of the agency's concern about office safety. b. Make them aware of the willingness of agency personnel to cooperate in bringing any wrongdoer to justice. c. Arrange a periodic visit to the office by local law enforcement. 2) Establish an emergency communication plan. a. Place emergency telephone numbers and a sample message on each office phone. b. While the normal chain of command will be followed whenever circumstances permit, ensure that staff are aware that anyone may call the police in a crisis or emergency situation. 3) 4) Post the warning signs in high-traffic areas, such as waiting areas and reception areas. Develop an evacuation route. a. Develop an evacuation route for emergency situations involving the presence of a person with a firearm or other dangerous weapon. b. Review the fire escape route to ensure it is consistent with the current layout of the office. 5) 6) Arrange the office so that file cabinets, partitions, and other existing furniture create a buffer between the staff and the public. Employees should remove from their work desk tops and from immediate accessibility in their work areas items which could be utilized as offensive weapons against them. These items include scissors, letter openers, heavy paper weights, etc. Ensure that all employees are aware that firearms and other deadly weapons are not permitted in Department of Labor offices. All valuable state property should be kept in secure areas when not in use. This can be a locked desk or store room. Ensure that all employees are knowledgeable relative to handling of telephonic threats, bomb threats. Ensure that all employees have been made aware of agency policy and procedures regarding office safety and security. Periodically train all office staff in customer relations to defuse or de-escalate hostile confrontations between staff arid the public.

7) 8) 9) 10) 11)

APPENDIX 2 SAMPLE FORMAT FOR LOCAL OFFICE PLAN NOTE: The following Local Office Plan is provided only as an example. Other plans need not follow the exact same format but should cover, at a minimum, all items in the safety checklist found in Appendix 1. I. LAW ENFORCEMENT ASSISTANCE AGREEMENT Contact was made with OFFICER ROMERO, of the ALBUQUERQUE POLICE DEPARTMENT on April 15, 1994. On behalf of the ALBUQUERQUE POLICE DEPARTMENT, OFFICER ROMERO promised that the department will immediately respond to all calls for assistance from this office. Response time will be from two to three minutes. Patrol officers will be advised to spot check our premises during their patrols for any unusual outside activities. Patrols will also check the office on Tuesday and Wednesday mornings when staff are working early. OFFICER ROMERO was assured we will cooperate in signing complaints and supporting prosecution. II. EMERGENCY COMMUNICATIONS PLAN A. Employees will not engage in verbal confrontation with any customer. If a customer appears to misunderstand instructions, then the customer will be referred to the section supervisor. If the section supervisor cannot resolve the problem, the customer will be referred to the area director. Any employee who is confronted by a disorderly customer will immediately refer the customer to the area director who will call the customer aside for private consultation but will remain within view of other employees if possible. Employees in the immediate area should remain alert to the possibility of being asked to call for assistance. If it is not practical to openly advise other staff members to call the police, the individual needing assistance could use a previously agreed upon code to alert another member of the office staff to call. For example, "Please get me Mr. Jones." The decision to call police would generally be made through the normal chain of command. However, in a crisis situation, any employee may call if the need arises.


All phones have been labeled with the telephone number of the ALBUQUERQUE POLICE DEPARTMENT, and the emergency statement to be made when calling for assistance is affixed to each phone. The person calling the police department will dial 911 and will say: "This is the New Mexico Department of Labor Office at 401 Broadway NE .Send help immediately - THIS IS AN EMERGENCY." D. All employees have been briefed on handling of threatening telephone calls and bomb threats. (See Appendix 3.)
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E. The area director will immediately notify the appropriate division director of all emergencies which require outside assistance. The division director of Administrative Services Division will be contacted if the division director cannot be reached. F. In the absence of the area director, the assistant area director or person in charge will ensure this plan is carried out. III. EVACUATION ROUTE The evacuation route for fire drills has been reviewed. A diagram of the evacuation route is posted on the main bulletin board throughout the office. The same route would be used for other emergencies, depending upon the location of the threat to employees. IV. SPECIFIC STAFF ACTIONS A. Employees who receive verbal threats in person or during telephone calls will immediately notify the area director or person in charge of the office. All threats of bodily harm or property damage will be reported immediately. B. Employees will keep potential weapons off their desk tops. These items include scissors, letter openers, heavy paper weights, etc. C. D. Employees will not bring firearms or other deadly weapons into the office. All valuable state property will be kept in secure areas when not in use,

V. OTHER ACTIONS TAKEN A. Warning signs concerning disorderly conduct have been posted in the main waiting area and at the claims counter. The office layout has been reviewed and changes have been made to provide the greatest buffer between staff and the general public.


VI. TRAINING All staff were initially advised of this plan and workforce development center procedures on April 15, 1994, and a list of staff members' names is attached. The procedures will be reviewed on an annual basis as a refresher. Any new employees will be made aware of these procedures within the first two weeks of employment. Customer relations training designed to prevent the escalation of violent confrontations has been provided to all employees who are required to deal with the public.

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APPENDIX 3 BOMB THREATS Pay Attention to Detail Most bomb threat calls are very brief. The caller normally states his or her message in a few words and hangs up; however, where possible, every effort should be made to obtain detailed information from the caller, such as: 1. 2. 3. 4. 5. 6. 7. Exact location of the bomb Exact language used Sex of caller Estimated age of caller Peculiar or identifiable accent Possible race or ethnic origin of caller Identifiable background noise, such as music, trucks, or other conversations.

When the bomb threat is received, it should be reported immediately to your supervisor who will in turn notify local law enforcement authorities. Threats received by letter should be preserved for examination by the police and should not be handled once the letter has been opened. To assist in recalling the above, a bomb threat form is attached and should be utilized immediately following the call. Search of Building Without Evacuation If the decision is made to search the building without the evacuation, every employee will be instructed to make a visual search of his/her immediate work area and to report any items or containers that are unusual or foreign to the normal operation of the area. DO NOT HANDLE THE ITEM UNDER SUSPICION. Evacuation of Building If the decision is made to evacuate the building, all employees and customers will be instructed to leave immediately and to exit from the building in an orderly manner. Employees should instruct customers as to the proper exit to use in leaving the building. The employees should then conduct a visual search in the manner described above. Upon completing the search, they should leave the building until further instructions are received.

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Securing Valuables In the event of evacuation, all Department and personal valuables must be secured. Ideally these item should be placed in locked files or desks. Since evacuation exposes the office to larceny, all valuables must be under control during the process. Since all employees are away from their work stations, precautions must be taken to prevent anyone but authorized search teams from entering work areas. Command Post The area director will establish a command post in event of evacuation, manned by himself, police officials, and such other personnel as may be necessary. If a search team finds an object, a police official will be sent to the scene, and with the area director and police officials in the command post, decisions can be made immediately on search, evacuation, and what to do with objects found. Remember to evacuate to a safe distance which is beyond that of a normal fire drill procedure, preferably up to 300 feet, but as far as possible up to that distance. a detonation, even though the building is evacuated, could still be extremely dangerous to personnel too close to the exterior of the building. Consideration must also be given to the fact that the bomb is on or near the outside of the building rather than in the interior and that more than one bomb may exist. Detonation In the event of a detonation, without prior threat or evacuation, or during evacuation, the situation will be handled as any other disaster or emergency. NOTIFY THE POLICE IMMEDIATELY. In addition to the above advance planning, the area director or cost center manager will: 1. 2. Be sure police, fire and rescue units are notified. At the scene of the explosion, identify those who are severely injured and cannot be moved and those less severely injured who can be moved to treatment locations. At treatment locations, control panic and/or hysteria. . Ensure all employees and clients known to have been in the office are accounted for. A CALM, EFFICIENT ATMOSPHERE MUST BE MAINTAINED

3. 4

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Date: Time: Name: Office: QUESTIONS TO ASK:

1. 2.

When is bomb going to explode? Where is it right now?

3. 4. 5. 6. 7. 8. 9. 10.

What does it look like? What kind of bomb is it? What will cause it to explode? Did you place the bomb? Why? What is your name? What is your address? Exact wording of threat: Sex of Caller: Age: Race: Length of Call:

Number (extension) at which call received:

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Caller's Voice: Calm Nasal Angry Stutter Excited Lisp Slow Raspy Loud Rapid Deep Soft Ragged Clearing Throat Laughter Deep Breathing Crying Cracking Voice Normal Disguised Distinct Accent Slurred Familiar Whispered If voice is familiar, who does it sound like? Threat language: Well spoken Incoherent Obscenities Taped Irrational Message read by threat maker

Background Sounds: Street Dishes Factory Machinery Voices Animals PA System Clear Motor Music Static House Noises Local Long Distance Office Machinery Phone Booth Other

Did caller seem familiar with our building or operations, and how? Remarks:

Call reported to: SIGNATURE:

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