CARE is a set of guidelines to follow when you are dealing with a threatening client or non-client. A threat could be in person, e-mail, over the phone, or even on social media; make sure you are following the CARE guidelines. 

• C- CSE - Use Client Service Excellence (CSE) and do your best to accommodate the client's (or individual) needs. 
• A - Assess/Action- If the client makes a threat, assess it. 
  • Do you feel that the threat is credible, valid, likely to be acted upon? 
  • Use your best judgement. 
  • Take action:
    • If you believe you or others are in danger, contact law enforcement immediately.
    • If you determine the threat is not viable or imminent, notify your supervisor of incident.

• R - Report - No matter the outcome, be sure to report the situation to your supervisor who must report it to Human Resources (HR) and Corporate Security and Risk.
• E - Evaluate Relationship - Delivery ultimately determines whether the client's account(s) remains open. 
  • Associates notify their Internal Control Specialist (ICS), who contacts the Officer on the Account. 
  • The Account Officers officer notify the client as a courtesy. Market President must be notified as well. 
  • Local management will determine whether to close the account.

Follow the steps listed below for your safety and that of others:

1. Try to accommodate the client's (or individual's ) needs.
2. If the client is not satisfied, contact your supervisor.
3. If the client makes a threat, assess validity of threat.
   1. If you are immediately threatened or feel threatened or in danger, contact law enforcement.
   2. Upon assessment, if it is determined the threat is not viable or imminent, notify your supervisor of the incident.
   3. Rely on your personal judgement of the situation to dictate your actions.

1. For who to contact and what to include in your notification, see the Report tab.
2. The Corporate Security and/or Chief HR Officer will consult with appropriate associates to determine best course for safety/security.

Assessing a threat is done on a case-by-case situation. Examples of potential threats are listed below. It is important to remember, though, that this list is in no way all inclusive.

• Physical, verbal threats, and/or written
  • For example: Threats to physically harm you or someone, a violent action/reaction such as a client throwing something or slamming their hand on a desk.
• Abusive language
  • For example: Name calling, denigrating remarks 

• Implied threats
• Concerning behavior
  • For example: Client behavior is erratic or abnormal for the client.

Incident/Threat Reporting:

• Chief Information Security Officer: LeAnne Staalenburg, Corporate Security and Risk - 850.402.7135; 850.508.2195; staalenburg.leanne@ccbg.com
• Information Security Officer: Matt Henderson, Corporate Security and Risk - 850.402.7139; Henderson.Matthew@ccbg.com
• Chief Human Resource Officer: Pamela Gay, Human Resources - 850.402.8381; 850.694.1976; gay.pamela@ccbg.com

Incident/Threat Notification - Include the following:

• Associate Reporting Threat (Name, Position, Location)
• Supervisor
• Regional Experience Manager (RXM) or Next Level Management
• Market President
• Local Law Enforcement/911 (Name of officer)