55 claims on pp. 12–94 (fact 15, statement 20, evidence 18, definition 2).
Common types of individuals known or knowable to a workplace include current or former employees; regular or notable customers, clients, patients, or visitors; and current or former romantic partners or relatives of individuals connected to the organization.
Common types of individuals that are known or knowable to a workplace include:
Individuals harmed in these attacks frequently included employees, customers, and visitors of the targeted site.
Individuals harmed during attacks frequently included employees, customers, and visitors of the targeted site.
All attacks using bladed weapons (n = 7) were perpetrated by customers, clients, patients, or visitors of the targeted location.
All attacks using bladed weapons (n = 7) were perpetrated by customers, clients, patients, or visitors of the targeted location.
On arriving at the mental health treatment center, the attacker began to yell and insisted on seeing the employee he had seen on his last visit.
Upon arrival, he began to yell, and insisted that he see the employee he saw on his last visit.
Earlier that morning the center had determined the attacker was not appropriate for its treatment program because of his long history of violence and the severity of his mental health needs.
Earlier that morning, the center had determined that the attacker was not appropriate for their treatment program due to his long history of violence and the severity of his mental health needs.
Over one-third of attackers (n = 20, 39%) were customers, clients, patients, or visitors with frequent or substantive contact with the targeted location.
Sample (n = 20 of 51) · attackers, all affiliation types
over one-third (n = 20, 39%) were customers, clients, patients, or visitors with frequent or substantive contact with the targeted location
There were 19 attacks perpetrated by 20 individuals known or knowable to the targeted location as customers, clients, patients, or visitors.
There were 19 attacks perpetrated by 20 individuals who were known or knowable to the targeted location as customers, clients, patients, and visitors
All but one customer, client, patient, or visitor who perpetrated an attack was male (n = 19, 95%).
Sample (n = 19 of 20) · customer, client, patient, and visitor attackers
All but one (n = 19, 95%) customer, client, patient, or visitor who perpetrated an attack were male
Ages ranged from 23 to 66 years old, and the average age was 41 years.
Ages ranged from 23 to 66 years old, and the average age was 41 years
Over three-quarters (n = 15, 79%) of the 19 attacks were motivated, in whole or in part, by a grievance against an organization or its employees.
Sample (n = 15 of 19) · attacks by customers, clients, patients, and visitors
Over three-quarters (n = 15, 79%) of the 19 attacks perpetrated by customers, clients, patients, and visitors were motivated, in whole or in part, by a grievance
The key findings box reports that 79% of incidents were motivated by grievances.
Sample (n = 15 of 19) · attacks by customers, clients, patients, and visitors
79% of incidents were motivated by grievances
The key findings box reports that 65% engaged in concerning behaviors at the targeted location before their attack.
Sample (n = 13 of 20) · customer, client, patient, and visitor attackers
65% engaged in concerning behaviors at the targeted location prior to their attack
The key findings box reports that 60% experienced a triggering event prior to their attack.
Sample (n = 12 of 20) · customer, client, patient, and visitor attackers
60% experienced a triggering event prior to their attack
One attacker opened fire at a video game tournament shortly after losing a match, and another targeted a healthcare facility that had expelled him from a treatment program.
one attacker opened fire at a venue hosting a video game tournament shortly after he lost a match
Other grievances included frustration over being denied services, being expelled from a business, and similar perceived slights.
Other grievances included frustration due to being denied services, being expelled from a business
A gunman previously treated for PTSD at a residential treatment center took five hostages, released two, and fatally shot the remaining three employees after an eight-hour standoff. One victim had expelled him from the program two weeks earlier because he had knives and threatened to kill staff.
locked himself in a room with the remaining three victims for eight hours
Nearly two-thirds (n = 13, 65%) of these attackers engaged in concerning or threatening behaviors at the targeted location before their attack.
Sample (n = 13 of 20) · customer, client, patient, and visitor attackers
Nearly two-thirds (n = 13, 65%) of the attackers who were known or knowable as customers, clients, patients, and visitors engaged in concerning or threatening behaviors at the targeted location prior to their attack
An attacker who opened fire in a newsroom office had harassed the newspaper's staff for years before the attack.
an attacker who opened fire in a newsroom office had been harassing the staff of the newspaper for years leading up to his attack
In the customers, clients, patients, and visitors section, percentages reflect the 20 customers, clients, patients, and visitors who perpetrated attacks.
For this section, percentages reflect those 20 customers, clients, patients, and visitors who perpetrated attacks.
A 36-year-old gunman armed with a rifle, a shotgun, and a bulletproof vest took five hostages at a residential treatment center where he had previously been treated for PTSD.
A 36-year-old gunman armed with a rifle, a shotgun, and a bulletproof vest took five hostages at a residential treatment center where he had previously received treatment for post-traumatic stress disorder (PTSD).
A man killed five people with a shotgun at a newsroom after an unflattering article about him. He had sued the paper years earlier, stalked and threatened employees, and mailed a dossier on the intended victims and their families before the attack.
The attacker had a personal grievance with the newsroom after an unflattering article was written about him
Over half (n = 12, 60%) of the customer, client, patient, and visitor attackers appeared to experience a specific triggering event prior to attacking.
Sample (n = 12 of 20) · customer, client, patient, and visitor attackers
Over half (n = 12, 60%) of the customer, client, patient, and visitor attackers appeared to experience a specific triggering event prior to perpetrating an attack
In a case example, a 38-year-old man entered a newsroom and opened fire with a 12-gauge pump-action shotgun, killing five people.
A 38-year-old man entered a newsroom and opened fire with a 12-gauge pump-action shotgun, killing five people.
An individual eliciting concern can be a current or former employee, a customer, client, patient, or visitor, or a current or former romantic partner or relative of someone connected to the workplace.
An individual eliciting concern can be: a current or former employee; a customer, client, patient, and visitor; or a current or former romantic partner or relative of an individual connected to the workplace.
cite page 30 Part 2: A Guide for Workplace Violence Prevention
The policy should articulate who is subject to assessment and what actions may be taken, which may include current and former employees, frequent customers, and relatives.
Articulate who will be subject to a behavioral threat assessment and what actions may be taken during the BTAM process.
cite page 41 Step 2: Establish BTAM Program Policy and Procedures
Program scope may include current and former employees; frequent or notable customers, clients, patients, and visitors; or current or former romantic partners or relatives of individuals connected to the workplace.
This may include current and former employees; frequent or notable customers, clients, patients, and visitors; or current or former romantic partners or relatives of individuals connected to the workplace.
Why inferred Typed statement, not conjecture: the 'may'/'might'/'can' is permissive guidance (what a team may do), not speculation about what is the case.
cite page 41 Step 2: Establish BTAM Program Policy and Procedures
In this fictional example, a retail customer's social media posts prompted employee interviews, an IT review and a consensual law enforcement interview, leading to a no-trespass order from physical stores.
The BTAM team determines that the individual presents a low risk for physical harm but a high risk for causing disruption at the store
Internal systems can also hold relevant information about other individuals of concern, including customers, clients, visitors, or members of the public.
Internal systems can also have relevant information about other individuals of concern, including customers, clients, visitors, or members of the broader public
A retail organization assessing a disruptive customer may get valuable insight into the individual's background by speaking with the physical security staff who dealt with them.
may get valuable insight into the individual's background and behaviors by speaking with their physical security professionals
An organization's assessment of a current employee may look different and may draw on different sources of information than the systems used when assessing a customer.
For instance, an organization's assessment of a current employee may look different and may leverage different sources of information compared to the systems used when assessing a customer.
Why inferred Typed statement, not conjecture: the 'may'/'might'/'can' is permissive guidance (what a team may do), not speculation about what is the case.
In the fictional retail example, a frequent customer with a history of disruptive and concerning behaviors recently posted on social media alluding to something bad happening to the store.
A major retail outlet has a frequent customer with a history of disruptive and concerning behaviors who recently made posts on social media alluding to something bad happening to the store.
In the fictional retail example, the BTAM team worked with local law enforcement to issue the customer a no trespass order for all physical store locations while offering him discount codes for online shopping on the store's website.
The BTAM team works with local law enforcement to issue the customer a no trespass order from all physical store locations, while offering him discount codes for online shopping through the store's website.
For external individuals such as customers or clients, BTAM teams can offer community service connections, liaise with law enforcement for wellness checks, and seek court orders when appropriate.
BTAM teams can offer connections to community and social service providers, liaise with law enforcement to conduct wellness checks, and partner with the judicial system to obtain court orders
If a customer complains about financial hardship, the organization may liaise with community services to refer the customer for employment or income assistance.
If the individual of concern is a customer who, for example, complains about financial hardship, the organization may liaise with community services to refer the customer for employment or income assistance.
Risk management strategies should be tailored to the organizational environment and the individual of concern, and can differ substantially by whether the individual is a current or former employee or a customer, client, patient, visitor, or otherwise unaffiliated with the workplace.
Risk management strategies should be tailored to address the unique characteristics of the organizational environment and the individual of concern
Inconsistent or indirect contact can make it difficult for the BTAM team to determine the extent of risk and may limit available strategies and resources.
The inconsistent or indirect contact between these individuals and the organization can make it difficult for the BTAM team to determine the extent of the risk
Organizations should contact law enforcement for immediate safety concerns.
Contact law enforcement for immediate safety concerns.
Organizations should issue written or verbal warnings that state their concerns, behavioral expectations, and the actions that will follow if the behavior continues.
Issue written or verbal warnings to individuals to articulate the organization's concerns, expectations for the individual's behavior, and what actions the organization will take if the individual continues to engage in a concerning manner.
Community partners with whom the organization has established a relationship can be an asset during the BTAM process.
Community partners with whom the organization has established a relationship (see Step 1) can be an asset during the BTAM process.
Limiting or revoking access for problematic customers and visitors, such as restricting online accounts or issuing no-trespass or barring notices, can help create a situation less prone to violence.
Limiting or revoking access to digital and physical spaces for problematic customers and visitors (e.g., restricting online accounts, issuing "no trespass" orders or barring notices) can help create a situation less prone to violence.
Why inferred Directive recommendation; the 'can help' hedge is read as guidance rather than conjecture.
Organizations should issue alerts so employees and building security watch for the individual and know what actions to take if they see them.
Issue alerts for employees to be on the lookout for an individual of concern and inform employees, including building security personnel, of what actions to take if they see the individual.
Organizations can enhance physical security by stationing armed or unarmed security professionals or using cameras, metal detectors, or other security devices.
Enhance physical security measures. This can include stationing armed or unarmed security professionals at workplaces or using security cameras, metal detectors, or other security resources and devices.
Organizations should develop a strategy for continued monitoring, such as allocating staff to search public court records and monitor open-source online activity.
Develop a strategy for continued monitoring. This can include allocating staff to search public court records and monitor open-source online activity and social media accounts.
Organizations face unique challenges identifying, assessing, and managing individuals of concern not employed by them, including customers, clients, patients, visitors, and spouses or relatives of people connected to the workplace.
Organizations face unique challenges when trying to identify, assess, and manage individuals of concern that are not employed by the organization, including customers, clients, patients, visitors, and spouses or relatives of individuals connected to the workplace.
In non-imminent situations, organizations should determine whether notifying law enforcement is appropriate.
In non-imminent situations, determine if law enforcement notification is appropriate.
Organizations may leverage community partners so that individuals of concern may receive services, resources, or support.
Community partners may be leveraged by organizations so that individuals of concern may receive services, resources, or support.
Why inferred Typed statement, not conjecture: the 'may'/'might'/'can' is permissive guidance (what a team may do), not speculation about what is the case.
A multinational technology company queries prior contacts after customer-service threats, warns or restricts the customer, notifies the closest facility, and contacts law enforcement if the situation escalates.
When a threat is received, the BTAM team runs queries to identify previous contacts with the customer
A multinational technology company frequently receives threats through its customer service sector.
A multinational technology company frequently receives threats via their customer service sector.
The tech company's team manages the customer by sending warnings, restricting access to company services, and identifying and notifying the company facility closest to the customer's location.
From there, the team manages the customer by sending warnings, restricting access to the company’s services, and identifying and notifying the company facility closest to the customer’s location.
If the situation escalates, the tech company's team contacts law enforcement.
If the situation escalates, the team contacts law enforcement.
After a threat is received and prior contacts are queried, the multinational technology company's BTAM team assesses whether this behavior is a trend and whether it is indicative of violent intent.
assesses whether this behavior is a trend and whether it is indicative of violent intent
A majority of incidents in healthcare settings involve assaults by patients or visitors against nurses and emergency department staff.
A majority of incidents in healthcare settings involve assaults perpetrated by patients or visitors against nurses and staff of emergency departments.
Behavioral agreements with patients who have shown aggression can outline appropriate conduct and the consequences of violating the agreement.
Using behavioral agreements with patients who have exhibited aggression to outline appropriate behavioral conduct and consequences for violating the agreement.
Data Table 1 reports bladed weapons in 14% of all attacks (n = 50), 0% of attacks by current or former employees (n = 22), 37% by customers, clients, patients, and visitors (n = 19), and 0% by romantic partners and relatives (n = 9).
Sample (N = 50 | 22 | 19 | 9 by column) · Data Table 1 columns: all attacks 50 | employees 22 | customers, clients, patients, visitors 19 | partners and relatives 9
Bladed Weapons | 14% | 0% | 37% | 0%
Data Table 1 reports a personal grievance (a sub-row of grievance) as a motive in 38% of all attacks (n = 50), 18% of attacks by current or former employees (n = 22), 68% by customers, clients, patients, and visitors (n = 19), and 22% by romantic partners and relatives (n = 9).
Sample (N = 50 | 22 | 19 | 9 by column) · Data Table 1 columns: all attacks 50 | employees 22 | customers, clients, patients, visitors 19 | partners and relatives 9
Personal | 38% | 18% | 68% | 22%
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