Training modules/Keeping events safe/slides/dealing-with-incident-reporters-in-general

During the event: Dealing with people reporting incidents

Determining whether a report is valid can be a tricky task as it may not always be evident immediately that the harassment report is valid. This may become clear later, as more details are made available.

• Be fair and objective. It is important that all incoming reports are treated fairly, objectively, and with respect, kindness, and understanding.
• Don't handle a report alone. You will ideally be in teams of two so that you can support each other in this process.
• Make yourself available. Making time to sit down with the person right away helps establish initial rapport and allows some of their stress to be alleviated.
• Find a private or quiet space where the person making the report can feel comfortable and safe enough to share details; this can help you gather all important information on the incident before you can determine validity or next steps.
• Give the person an option as to who they want to report to. Establish if they feel comfortable speaking to you. If they don't, give them the option to speak to another member of the emergency response team.
• Be present. Ensure that you are not only physically present but also mentally. This helps establish communication, sharing, understanding and then helping.
• Listen. Really, listen. Avoid arguments, value what the person making the report has to say. Allow them time to say it.
• Understand. Once they have expressed a full thought or emotion, let them know you understand it. You can rephrase what the reporter has told you, in your own words, allowing them the opportunity to make sure your understanding of the issue is accurate.
• Show empathy. Try to identify how they feel. This can lead to better understanding, which helps establish trust.