Office of the Fire Marshal A Guide to Strengthen Emergency Management of High-Rise and High-Risk Buildings – 2002

Appendix A: Procedures for Handling a Threatening Telephone Call

• Be calm and courteous.
• Do not interrupt the caller.
• Keep caller on line as long as possible.
• Obtain as much information as you can by completing the Threatening Call Information Report (PDF, 12 kb). A copy of this report should be kept at the switchboard, reception areas and all workstations.
• After the caller hangs up, initiate call trace action, if available. Note that some areas have a *57 or *69 or call display features on their telephone.
• Notify the appropriate supervisory staff member and provide him/her with the completed Threatening Call Information Report.
• Report incident to the police (dial 911).
• Notify your emergency response team (e.g., senior management, floor wardens), building management, and other building occupants of the potential emergency.
• If necessary, initiate evacuation procedures.