Purpose
Use this tool to brief staff, test local call controls and create a clear record after abusive, distressed, persistent or threatening contact. Adapt the escalation routes to the organisation and jurisdiction.
Before the call or shift
- Confirm the manager, safeguarding and emergency escalation routes.
- Confirm staff authority to warn, transfer, pause and end calls.
- Confirm how repeat callers and cross-channel contact are identified.
- Confirm how call recordings and sensitive notes are accessed and retained.
CALM decision prompt
- Clarify the issue and any immediate danger.
- Acknowledge emotion or impact without accepting abuse or promising an unavailable outcome.
- Limit behaviour by naming it, stating what must change and explaining the consequence.
- Move to a service step, transfer, safeguarding route, call ending or emergency escalation.
Significant call record
Record date, time, channel, worker, caller details available, service issue, exact significant words, named people or places, stated timing or means, vulnerability or safeguarding information, actions taken, people notified, continuing risk and follow-up owner.
Manager review
- Check immediate danger and worker support.
- Preserve recordings or related contact through the approved process.
- Link repeat contact and patterns.
- Review boundaries, staffing, information, systems and training.
- Assign actions, owners, dates and completion evidence.
Limitations
This tool does not determine criminal offences, police action, legal liability or safeguarding thresholds. Call recording and information sharing require organisation-specific data-protection controls.
Vince Donovan, Director, Safety Solutions Training Ltd
Put the tool into practice
Need support applying this checklist?
SST provides practical lone-worker, conflict-management and personal-safety training for UK organisations. We can help your managers adapt the resource, test local arrangements and prepare staff to use them under pressure.