During the PAS Interview

The following table includes tips for getting clear, complete information during the interview. Include the information when entering the comment. The comment should always include who gave the information.

Verbal or Physical Threatening Components Factors to consider Tips to gather the correct information Does the behavior fit the definition of verbal or physical threatening? Is the customer making verbal or physical threats towards themself, others, or objects? Ask questions and use inquiry statements such as: Describe what the customer says to threaten themself, others, or objects. How does the customer physically threaten others? You said the customer threatened to smash the car windows with a bat. Tell me more about that incident. How often do these threats cause fear or aggression in others? How do others react to the customer’s threats? Determine the intensity of the intervention How often someone intervenes, as well as the effort and physical involvement Ask questions such as: What is done in response to this threatening behavior? How often is the intervention used? How does the customer respond to you doing that? How well does the intervention work? What happens if you do not intervene? What happens when this does not stop the threatening behavior? NOTE Document all information received about any interventions for threatening behavior in the comment section. Determine the frequency of the behavior The past year Ask questions such as: How often does the behavior happen? Did the customer’s behavior cause a serious incident in the past year that resulted in aggression from another person? When was the last time this behavior happened?