User Stories: Verbal Abuse

A retail employee requested police assistance after four to five homeless men gathered outside the shop acting aggressively, shouting, and making threats while demanding food. Concerned for her safety and the safety of others, the employee activated her Peoplesafe alarm.

The Alarm Controller quickly assessed the situation, gathered details, and contacted the police via URN for the fastest possible response. Officers arrived on scene within minutes and took over managing the situation, ensuring the employee remained safe.

Once the police confirmed they were handling the incident, the controller notified the user’s manager of the situation, and the alarm was closed.

A council worker conducting a welfare check was confronted by a neighbour who became aggressive and began shouting at her. The worker asked the male to return to his property, but he continued to behave angrily and irrationally in the corridor. Concerned for the safety and wellbeing of everyone involved, the worker activated her Peoplesafe alarm.

The Alarm Controller quickly assessed the situation, gathered relevant details, and contacted the police, providing vital information, including that the male she was visiting had guests and had previously been a victim of cuckooing with an active order in place.

The controller stayed on the line with the worker, providing reassurance until the police arrived on scene. Once the situation was under control, the controller informed the worker’s manager of the incident and confirmed the employee was safe before closing the alarm.

While attending a property as part of a routine visit, a housing employee was confronted by a tenant who became aggressive, making threats to slit the employee’s throat and kill them. The tenant also used racist language, creating an immediate risk to the employee’s safety.

Recognising the increasing danger, the employee activated their Peoplesafe alarm for urgent assistance. The alarm was instantly received by a controller in the Peoplesafe ARC, where the controller quickly assessed the situation and contacted the local police via URN, requesting police dispatch. Within minutes, three police vehicles were on their way, with at least one responding on blue lights.

While waiting for police to arrive, the controller maintained communication with the employee, providing reassurance and notifying the user’s escalation contacts of the situation. Once the police arrived on scene and the employee confirmed they were safe, the Alarm Controller closed the alarm.

A hotel receptionist activated their alarm after witnessing an escalating incident between two guests in the hotel car park. One guest was punching a vehicle, while another was verbally abusive toward the receptionist. Recognising the growing risk, the receptionist discreetly activated their Peoplesafe alarm, which was immediately received by an Alarm Controller.

As the situation intensified, the aggressive guest went inside the hotel and removed a fire extinguisher from the lobby, intending to use it as a weapon. The Alarm Controller quickly contacted the police to secure the fastest possible response, while remaining on the line with the receptionist to provide reassurance and guidance.

The guest then returned outside and began hitting another vehicle with the fire extinguisher. Throughout, the controller kept emergency services informed and contacted the Hotel Manager, the designated escalation contact, who attended the scene to assist alongside the receptionist. Police arrived within minutes and took control of the situation, ensuring the safety of everyone involved.

A hotel concierge at a national chain was working a night shift when a guest began behaving violently toward their partner. When the concierge attempted to intervene, the guest turned on them, posing an immediate threat. The concierge discreetly activated their Peoplesafe alarm, which was received by a specialist Alarm Receiving Controller who silently monitored the situation.

When the guest became even more aggressive, the ARC Controller called the police directly (bypassing 999), and officers arrived on the scene within 3 minutes to provide protection and deal directly with the offender. Throughout, the controller remained on the line, keeping the concierge informed and updating the hotel manager in line with the escalation plan. As soon as the police arrived, the ARC controller checked in with the concierge and assured them the escalation procedure had been followed and ended the call.

A social worker was visiting a client’s home to carry out a routine visit when their neighbour became verbally abusive. The user tried to de-escalate the situation but was beginning to feel unsafe, so discreetly raised an alarm to the ARC to provide peace of mind while not escalating the situation.

The Controller could hear the commotion in the background, so they called the user on their mobile phone using the details on their user profile. Once through to the user, the Controller gathered more information about the situation and contacted the police on behalf of the user, passing over information from Nexus, including the user’s precise location, description, and risk profile. The police arrived on the scene within 10 minutes and were able to take over handling the aggressor.