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Home My WebLink About20021630 RESOLUTION RE: APPROVE ADDITION TO OPERATIONS MANUAL, SECTION 9.000, SOCIAL SERVICES DIVISION EMERGENCY AND SAFETY PROCEDURES WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to Colorado statute and the Weld County Home Rule Charter, is vested with the authority of administering the affairs of Weld County, Colorado, and WHEREAS, the Board has been presented with Section 9.000, Social Services Division Emergency and Safety Procedures, for the Weld County Department of Social Services Operations Manual, and WHEREAS, after review, the Board deems it advisable to approve said addition, a copy of which is attached hereto and incorporated herein by reference. NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld County, Colorado, ex-officio Board of Social Services, that the addition of Section 9.000, Social Services Division Emergency and Safety Procedures, for the Weld County Department of Social Services Operations Manual be, and hereby is, approved. The above and foregoing Resolution was, on motion duly made and seconded, adopted by the following vote on the 24th day of June, A.D., 2002. BOARD OF COUNTY COMMISSIONERS WELD COUNTY, COLORADO ATTEST: /7 ® t /�► 1 .%EXCUSED DATE OF SIGNING (AYE) N a��'vv/• /T ti ft �i'�' Vaad, Ch it Weld County Clerk to the ..: (' .�` "% $) ` jtavid E. ng, Pro-Tem Deputy Clerk to the Boar: M. J. Geile AP O D T RM: EXCUSED ' li H. Jerk e � unty Attorn R bert D. Masden Date of signature: 2002-1630 f- SS SS0029 DEPARTMENT OF SOCIAL SERVICES PO BOX A GREELEY,CO 80632 u WEBSITE:w.w.co.weld.co.us Administration and Public Assistance(970)352-1551 C Child Support(970)352-6933 COLORADO MEMORANDUM • TO: Glenn Vaad, Chair Date: June 19, 2002 Board of County Commissioners FR: Judy A. Griego, Director, Social Services , ttit`v l2 f RE: Section 9.000, Social Services Division Policies and Procedures, Weld County Department of Social Services Operations Manual Enclosed for Board approval is Section 9.000, Social Services Division Policies and Procedures, Weld County Department of Social Services Operations Manual. The Board, at its February 27, 2002, Work Session, reviewed these policies. This section provides for emergency and safety procedures, which augments County- wide policies for Department staff. County Personnel and the Weld County Attorney have reviewed the policies and procedures to ensure compliance with county practice. If you have any questions, please telephone me at extension 6510. 2002-1630 Emergency and Safety Procedures SECTION 9.000 EMERGENCY AND SAFETY PROCEDURES Emergency and Safety Procedures Table of Contents SECTION: TITLE: 9.000 Emergency and Safety Procedures 9.001 General Description 9.002 Employee Identification 9.003 Guests and/or Visitors 9.004 Escorting of Clients 9.005 Internal Emergency Procedures 9.006 Earthquake Procedures 9.007 Winter Storm Warnings 9.008 Power Failures 9.009 Hostage 9.010 Tornado/Severe Weather 9.011 Bomb Threats 9.012 Fire/Smoke 9.013 Hostile/Violent Client Procedures Emergency and Safety Procedures 9.000 Emergency and Safety Procedures 9.001 General Description The Emergency and Safety Procedures were developed as guidelines for the Department's employee's to aid him or her in making a reasonable decision. Each employee involved in a specific situation should exercise a common sense approach in resolving the situation and ensuring the employee's safety. 9.002 Employee Identification A. The provision of paragraph 7.003.4, (Employee Identification Badges) of this Operations Manual, shall apply. B. It is the personal responsibility of each employee to insure that his or her Weld County identification is clearly visible while at work. C. It is the responsibility of the employee's supervisor to ensure that this policy is adhered to and to take corrective action as necessary. 9.003 Guests and/or Visitors A. Guests and/or visitors are defined as any non-current employee of the Department, who may be visiting a current employee. Former employees are defined as guests or visitors. B. All guests or visitors will check in with the Receptionist, at which time they will be issued a visitor's pass. The host employee will be notified and will meet the guest in the reception area. C. It is the personal responsibility of each employee host to ensure that the guest is accompanied throughout the individual's visit. This includes escorting the individual to the lobby area when the visit is over. 9.004 Escorting of Clients A. All clients will be escorted while in the building. B. Clients will be met at the reception area by the responding employee and escorted to the work area. Emergency and Safety Procedures C. It is the personal responsibility of the employee to ensure that clients are properly escorted during their visit. At the conclusion of their business, the client will be escorted to the reception area. D. Clients will not be allowed to enter elevators or stairwells without an employee escort. The responsible employee will escort the client to the reception area. E. It is the responsibility of the employee's supervisor to ensure that this policy is adhered to and to take corrective action as necessary. 9.005 Internal Emergency Procedures The following procedures are to be followed by all employees in the case of emergencies: A. Evacuation procedures are posted throughout the buildings. Evacuation will be conducted in accordance with these plans. B. Evacuation drills will be conducted periodically as deemed necessary. 9.006 Earthquake Procedures All occupants are to remain in the building. The following precautions will be taken: A. Sit or stand against an inside wall or outside doorway, or take cover under a desk, table, or bench. B. Avoid windows or outside doors due to the threat of aftershocks. C. After it has been determined that the earthquake shock is over, all personnel will evacuate the building, proceeding to the designated evacuation gathering points, as outlined in the evacuation plans. 9.007 Winter Storm Warnings Winter storm warnings are issued for communities that are likely to be severely affected by heavy snow, blowing snow, and/or freezing rain. A. The Weld County Board of Commissioners will notify the department should severe weather warrant the closure of county operations. B. Upon notification of the closure of County operations, administration will notify the Department heads. Employees will be released by their supervisors. Emergency and Safety Procedures If the County is not going to open the following day, the Board of County Commissioners will notify KUNC FM 91.5, who will periodically broadcast that message. 9.008 Power Failures In case of power failure, all power to the building will be lost. There are no emergency generators in either of the Department's buildings. A. Flashlights are located in key positions throughout the buildings: MAIN: • Assistance Payments Administrator's office (lst floor northwest corner) • Adult Supervisor's office (2"d floor- southwest corner) • Business Office Supervisor(Pt floor- center) • Child Support Administrator's office (2"d floor- northwest corner) • Child Support Supervisor's office (2"d floor- northeast corner) • Colorado Works Supervisor's office (Pt floor- northeast corner) • Common Support Supervisor's office (Pt floor- west) • Day Care Supervisor's office (2nd floor- east center) • Investigator's offices (2"d floor southeast corner) • Medicaid Supervisor's office (1St floor- east center) • Receptionist (1St floor- center) ANNEX BUILDING: • Administration(Pt floor-north) • Social Services Central File (1St floor- center) • Intake Services Supervisor's office (1St floor- southeast corner) • Ongoing Services Supervisor's office (2"d floor- southwest corner) • Youth Services Supervisor's office (2"d floor- southeast corner) • Housing Authority Director's office (2"d floor- northeast corner) B. The elevator key is located in the reception area in both buildings. All administrator/supervisors will be responsible to know how to open the elevator in case of an emergency. The Building Administrator will provide training. C. If the power is not restored within a reasonable time, evacuation of the building may be necessary. Evacuation will be accomplished in accordance with the established evacuation procedures. Emergency and Safety Procedures 9.009 Hostage A. If a hostage situation occurs, the employee is to: 1. Remain calm and obey instructions from the hostage taker. 2. Not attempt to stop or apprehend the hostage taker. 3. Carefully note the physical description and dress of the hostage taker(include any distinguishing characteristics, i.e. scars, glasses, facial hair, speech, tattoos, etc.) B. The employee's personal safety is of primary importance in a hostage situation. The employee is not to do anything that might jeopardize his or her safety. C. If the hostage taker leaves the building, the employee observing is to: 1. If possible, watch through a window to identify the escape vehicle and to write down the description and license number of the vehicle. 2. Notify the police department (9-911). 3. Notify Administration (Ext. 6510, 6501,6503,6504). 4. Write down the physical description of the hostage taker. D. In dialing 9-911, the employee will advise the Police Department of: 1. His or her location. 2. Any injuries 3. Number of suspects 4. Description, to include race, sex, height, weight, clothing, weapons, vehicles, scars, tattoos, glasses, etc., direction of travel by vehicle or by foot, and location of evidence. E. The employee will assist the Police Department by: 1. Protecting preserving crime scene and evidence. Common Support Supervisor or designee will lock the front doors to prevent reentry of the hostage taker. 2. Identifying witnesses, recording their names, addresses and phone numbers. 3. Do not discuss witness statements amongst each other. 4. Refer media questions to police or supervisor on the scene. Emergency and Safety Procedures 9.010 Tornado/Severe Weather A. Early warning weather radios are located in the business office in the Main Building and the Administration Annex,which will be monitored during business hours. The radios are set to receive and automatically play local weather warning broadcast by the National Weather Service. B. A TORNADO WATCH indicates that under the weather conditions that exist, there is a potential for tornadoes to develop. If a tornado watch is declared, the Business Office Supervisor and Common Support Supervisor or their designee(s) should make sure the early warning radio is monitored. C. A TORNADO WARNING indicates that a tornado has been sighted. If the facility is in danger, the Business Office supervisor and common Support Supervisor or their designee(s)must notify staff that, "The National Weather Service has issued a Tornado Warning for this immediate area. We strongly suggest that you calmly move to any interior hallway, or interior office on the lower floor until the all-clear is given." Interior areas in the Main Building are: • Under main floor stairs- north end, center, and south end of main building. • Four restrooms, center of building • Hallway between lobby and restrooms. • Offices of the Family Medicaid Supervisor and Leadworker. • Under desks. Interior areas in the Annex Building are: • Both first floor conference rooms. • Woman's restroom located by the breakroom. • Central files. • Interior rooms and hallways. 1. The employee is to stay away from windows and glass doors. 2. Employees are to take the stairs. DO NOT USE THE ELEVATOR. 3. The employee is not to exit the building until it is determined safe to do so. Emergency and Safety Procedures 9.011 Bomb Threats A. A card with instructions will be given to all employees. If the employee receives a bomb threat, the employee is to: 1. Stay calm. 2. Ask the caller to repeat the message and listen carefully. 3. Try to ask the caller: • When the bomb is going to explode? • Where is the bomb? • What does the bomb look like? 4. Write down: • Time of call. • Exact words used in call with particular emphasis on location, type of bomb, and the time the bomb is scheduled to go off. 5. Notify the Police Department (9-911) immediately. 6. Notify Administration and Division Head/Supervisor. B. The Director/Division head or assigned designee will: 1. Meet responding Police Officer at scene to assess credibility of caller. 2. Determine alternatives. C. Search of Premises: 1. Employees should not touch anything suspicious or unusual. 2. Employees should not alter room conditions, i.e. turning lights, fans,heaters, etc. on or off. 3. If a device is found, the officer will: • Assume responsibility to secure the scene. • Ensure that windows and doors are to be opened. • Electrical switches will not be turned on or off. Emergency and Safety Procedures 9.012 Fire/Smoke A. If you discover fire: 1. Activate the fire alarm system, if not automatically activated, and immediately notify other personnel about the fire. 2. Confine the fire or smoke by closing doors as you leave. 3. Evacuate the area immediately. 4. Do not fight the fire! Evacuate the area and do not reenter the building area. B. Upon hearing the fire alarm, the Building Administrator or his/her designee will make sure: 1. A general announcement is made that due to an emergency; clients and employees are to evacuate the building. 2. Exits are clear. 3. Someone is assigned to meet and direct fire fighters to the fire. 4. Designated Employees are assigned to make sure all people are out of the buildings- do not make room-by-room searches. This may cause you to be trapped by flame or smoke. C. Upon evacuating the building, encourage clients and employees to remain calm and proceed to the designated areas outside the building. Have Supervisors or their designees stationed at all exits for security purposes. D. See attached emergency exit plan and location of fire extinguishers. E. Supervisor or his/her designee are to proceed to designated areas and: 1. Calm clients and employees. 2. Secure all areas. 3. Clear and guard all exits. 4. Prevent clients and employees from entering the building until the all clear is given by the fire department. 5. Roll call. Note: Note: Chain of Command Emergency and Safety Procedures 9.013 Hostile/Violent Client Procedures A. The procedures provided for an employee in dealing with hostile and/or violent clients will vary throughout the Department, due to the difference in building layout and unit procedures. B. Procedures to be followed by each individual Division are as follows: 1. Assistance Payments Division Procedures- Exhibit A 2. Child Welfare Division Procedures- Exhibit B 3. Child Support Division Procedures- Exhibit C 4. Common Support Division Procedures- Exhibit D 5. Administration and Business Office Division Procedures- Exhibit E 6. Investigations Unit Procedures- Exhibit F C. Although individual Division procedures will not cover each possible instance, common sense should prevail. D. At any time the employee feels that their safety has been compromised, the police should be immediately notified. E. When conducting home visits in the community, and it is obvious that the atmosphere is hostile (graffiti, gang members, large gatherings of people, etc.), the home visit should not be conducted. If it is necessary to conduct the home visit, contact local law enforcement for assistance. Emergency and Safety Procedures ASSISTANCE PAYMENTS DIVISION HOSTILE AND/OR VIOLENT CLIENT PROCEDURES A. Interviewing clients at the Employee's Work Station 1. If the client to be interviewed is known to be hostile and/or violent, insure that another person is present at the interview if possible. 2. If a client becomes hostile during the interview, attempt to de-escalate the situation. If this fails, terminate the interview and request assistance from a supervisor. 3. If the client becomes violent during the interview, terminate the interview and request assistance. If the situation warrants it, notify the police. 4. If a client becomes loud and boisterous, attempt to calm the individual down. If this fails,request the assistance of a supervisor or other employee. B. Interviewing Clients in the Office 1. When conducting an interview in a closed area, the door may be closed but the blinds should remain in the open position. 2. The employee should position themselves in such a manner as to insure easy egress from the office should the situation warrant it. C. Interviewing Clients Before and After Regular Office Hours 1. Ensure that the Supervisor is advised of the interview and another individual is available to monitor the interview. D. Conducting Business in the Community 1. When conducting training or orientation sessions outside of the Weld County Department of Social Services Buildings, two employees must be present at all times unless another agency staff person is monitoring the session. Exhibit A Emergency and Safety Procedures CHILD WELFARE DIVISION HOSTILE AND/OR VIOLENT CLIENT PROCEDURES A. Caseworkers will report any potential hostile and/or violent clients to a supervisor immediately. This will include verbal or physical threats received in person, in writing, or by phone. A supervisor and the caseworker will determine if the proper authorities need to be notified. B. When law enforcement is notified, colored pictures of the individual, if available, will be posted in the reception area of both buildings. Along with the picture will be a detailed physical description, and detailed message of what procedures should occur if the client is present. If no picture is available, a detailed physical description and detailed message of what procedures should occur, if the client is present will be required. A supervisor will be responsible for providing each reception area(Building A and B)with the required information. C. In an Office Situation- 1. Hostile clients should not be taken beyond the reception area. If a client's behavior continues to escalate in the reception area, local law enforcement should be notified immediately. 2. When using an observation or interviewing room, employees should always place themselves by the door and the door shall be left open. 3. If a client becomes hostile or threatening, employees shall remove themselves from the situation. Do not try to reason with the individual. The employee shall seek assistance immediately. 4. The employee will return to the room only if another co-worker is with them and will notify the hostile individual that he/she needs to leave the premises and local law enforcement will be notified. Only do this if the client has not threatened the employee with bodily harm. If any threats of violence have occurred, the employee needs to leave the area and notify law enforcement. The employee shall not return without the assistance of law enforcement. 5. In smaller sites when no other staff member is available, potentially hostile clients should not be admitted beyond the reception area or an area when other County employees are present. Exhibit B-1 Emergency and Safety Procedures D. In the Community- 1. Caseworkers are encouraged not to go into any home with a history of violence, or drug activity without assistance from local law enforcement. 2. If a client becomes hostile while an employee is in the home, the employee shall leave the home immediately. Do not try to reason with the individual. If the home is located in an area where the employee is not comfortable, seek local law enforcement assistance. 3. Employees are encouraged to provide written notices of potentially dangerous situations in the Trails system, or in the case file. Exhibit B-2 Emergency and Safety Procedures CHILD SUPPORT DIVISION HOSTILE AND/OR VIOLENT CLIENT PROCEDURE A. Child support employees will report potentially hostile or violent clients to the supervisor or manager immediately. Employees will also report any threats received in person, in writing, or by telephone. The supervisor or manager, along with the employee, will determine if the police should be notified. B. If a client in the lobby is exhibiting hostile behavior: 1. The client will not be taken beyond the reception area. If the client's behavior continues to escalate in the reception area, the employee will ask the receptionist to call 911. 2. If the client becomes threatening, the employee shall leave the situation, if possible, so as not to be placed in peril. C. If a client in an interview room is exhibiting hostile behavior: 1. The employee should always sit by the door of the interview room and the door should be left open. 2. If the client becomes hostile or threatening, the employee shall leave the situation, if possible, so as not to be placed in peril. 3. The employee will return to the interview room only if accompanied by a co- worker or supervisor. The employee will notify the hostile individual that he or she needs to leave the premises and local law enforcement will be notified. 4. If an employee is in the interview room when a client becomes hostile or threatening and the employee is unable to leave the room, the employee will hit the panic button in the interview room. D. Panic Button Procedure 1. Clerical staff will check the batteries on a monthly basis and maintain a supply for replacement as needed. 2. The supervisor and manager will train staff on how to respond to the panic button and will coordinate a practice drill on a monthly basis. Exhibit CA Emergency and Safety Procedures 3. Employees will hit the panic button in a hostile or threatening situation where they are unable to leave the interview room. 4. When the panic alarm sounds in the child support main area, it will sound in three areas. One employee from each area will verbally indicate they will respond by saying "I will go". The three employees will respond directly to the interview rooms. If the employee is being physically assaulted, one responding employee will immediately call 9-911. The client will be advised that the interview is over and asked to leave the building. At least two employees will escort the client down the stairs, through the lobby and out the front door. If the client refuses to leave or continues to behave in a hostile or threatening manner, one employee will call for security back-up. 5. The panic button will be reset after the situation has been resolved. Exhibit C-2 Emergency and Safety Procedures COMMON SUPPORT DIVISION HOSTILE AND/OR VIOLENT CLIENT PROCEDURE A. If a client becomes hostile or violent at the reception window, attempt to calm the client. B. If the client will not calm down, direct the client away from the lobby area, if possible. Have a coworker call the program supervisor or lead worker. If that person is not available call the Manager 2 or Leadworker V. If they are not available call the Assistance Payments Administrator. If the client's behavior continues to escalate in the reception area, local law enforcement should be notified immediately. C. Common Support staff will report any potential hostile/violent clients to the Supervisor or Leadworker. This will include verbal or physical threats received in person, in writing, or by phone. The supervisor and the worker will determine if the proper authorities need to be notified. D. If a client becomes hostile or threatening, employees shall remove themselves from the situation. Staff should seek assistance immediately. E. If at any time the worker feels he/she is in personal danger a 9-911 call should be made. F. All of Common Support staff must attend a non-violent crisis intervention; we try to use de-escalation techniques to resolve most problems, if possible. Exhibit D Emergency and Safety Procedures ADMINISTRATION AND BUSINESS DIVISION HOSTILE AND/OR VIOLENT CLIENT PROCEDURE A. The employee is to inform his or her supervisor of a potentially violent or angry client in the department or lobby area. B. If the unit Manager deems it so, the Division Manager, or his/her designee, is made aware of the situation for possible remedy. C. The employee may use the code phrase, "Bring me the red file", if the employee is on the phone or with another employee or Manager to indicate that the employee is in danger. D. Another employee needs to obtain assistance from the Manager if that employee observes or hears that another employee may be in danger. E. If the client cannot be escorted out of the building, law enforcement is to be called immediately, using 9-911. Exhibit E Emergency and Safety Procedures INVESTIGATIONS UNIT HOSTILE AND/OR VIOLENT CLIENT PROCEDURE All Fraud Investigators shall adhere to the following procedures: A. Conducting Interviews at the Weld County Department of Social Services 1. Interviews shall be conducted in the individual investigators office. 2. Although the office door may be shut during the interview for confidentiality purposes, the window blinds will be open. 3. Should the client become verbally hostile and the investigator is unable to calm the individual down, the interview will be terminated. At the discretion of the investigator or request of the client, the client may be referred to the Investigations Supervisor. 4. If the client becomes physically violent, terminate the interview, request assistance from other investigators, and (if applicable) request police assistance. B. Conducting Home Interviews. 1. Should the individual being interviewed or another member present at the interview become verbally hostile, terminate the interview and depart the premises. 2. If any individual present becomes physically hostile, immediately depart the premises. If the situation warrants, report the incident to the Investigations supervisor and/or the police. 3. If it is suspected that a potentially violent client or other violent individual may be in the home, do nor attempt to conduct an in home interview. Make arrangements for the interview to be conducted at the Department. Insure that another investigator or other person is present during the interview. Exhibit F Hello