A city call-center agent hears language consistent with a bomb threat but has no written escalation card at the desk. What should the risk program provide?
Select an answer to reveal the explanation.
Short Explanation
Bomb-threat language is not a “take a message” moment. Agents need a card in hand: what counts as urgent, who to call, and what to capture. Clear cues beat hoping memory works under adrenaline.
Full Explanation
Staff who may receive critical threats need explicit cues and written escalation steps. Ambiguity under stress delays law-enforcement and security notification. Providing desk-ready guidance for what must be reported immediately strengthens both personal performance and organizational response.