Extortion bomb threats are frightening, costly, and potentially dangerous. Here's how to respond.
The next call to your business may not be a routine customer question—it could be a bomb threat. If that happens, will the person who answers the phone know what to do?
Every employee who answers the phone or greets the public should be trained on how to respond to a threat. Proper training can mean the difference between panic and chaos or a calm response that is more likely to lead to a successful resolution.
Bomb threats may come from a terrorist, a criminal extortionist, or a disgruntled employee. The goal of someone making a bomb threat is to cause panic and fear, and to disrupt normal activities. While it’s common for bomb threats to be hoaxes, many are not—and every threat should be treated as real until you know for sure that it isn’t.
If you receive a telephone threat, the FBI recommends that you keep the caller on the phone as long as possible. If your telephone system is equipped with any type of recording device, activate it immediately.
Get as much information as possible from the caller. Take detailed notes so you can document the exact wording of the threat. Don’t be afraid to ask questions. Try to find out when the bomb is set to explode; where it is located; what it looks like; and what kind of bomb it is. Ask if the caller personally placed the bomb and why. Go ahead and ask for the caller’s name, address, and telephone number—chances are, you won’t get it, but try anyway.
Make note of any identifiable characteristics of the caller’s voice—is it male or female? Old or young? Does he use any speech patterns that might indicate race? What about an accent? Is he calm or excited? Listen for background noises that might identify the location of the caller. And, of course, if you have caller ID, record the number.
Notify the proper authorities
Instruct employees to immediately alert a designated supervisor if a threat is received. If necessary, they should pass a note to someone while keeping the caller on the line.
Promptly call police and fire departments, even though you may not have all the details of the threat. Local authorities will likely order an evacuation of the facility; if so, it should be conducted as quickly and orderly as possible, with employees and customers moved to a safe distance where they will not be injured in the event of an explosion.
If any of your employees should see a suspicious object, they should not touch it, but immediately report its description and location to a supervisor or law enforcement agent.
Make how to deal with bomb threats a standard part of your policies and procedures. In many cases, your local police or fire department will be able to assist in training employees and in developing an evacuation plan.
