What to do in case of escalation?

Escalations rarely occur “all of a sudden.” Often there are already visible signs: tension, rising emotions, deviant behavior or unrest in a department or location. A clear approach prevents a situation from escalating into aggression, disorder or danger for staff, residents or visitors.

On this page you will find a practical roadmap to act quickly and safely. KB Services & Services B.V. supports healthcare, shelter and business locations with preventive observation, regular security and specialist scaling through the Security Support Team (VOT).

Step 1: Recognize early signs

Watch for signs that may indicate rising tension:

• Verbally aggressive or threatening behavior
• Quicker to get irritated, yell or provoke
• Refusal of instructions or transgressive behavior
• Group formation or spectators increasing tension
• Unrest in hallways, waiting rooms or common areas
• Inexplicably loitering, following or observing
• Coercive behavior toward co-workers or other persons

When multiple signals occur simultaneously, the likelihood of escalation is greater.

Step 2: Ensure safety and oversight

Avoid making the situation bigger than it needs to be:

• Keep your distance and create space
• Move bystanders (audience increases tension)
• Limit stimuli (noise, crowds, discussions)
• Work with one point of contact; avoid “multiple voices”
• Keep exits clear and ensure employees are not trapped

This phase is all about calm and structure.

Step 3: Communicate briefly, clearly and de-escalate

Effective communication prevents escalations:

• Speak calmly and in a controlled manner
• Use short sentences and clear boundaries
• Give choices whenever possible (“You can wait here now or we'll escort you out.”)
• Do not engage in discussion about details
• Avoid provocative words or attitude
• End the conversation if it becomes unsafe

De-escalation is not “giving in,” but professionally steering for safety.

Step 4: Get help in time

Don't wait until it's too late. Enlist internal or external support as soon as:

• The tension continues to mount
• There is threat toward staff or residents
• There is repeated transgressive behavior
• The site has insufficient capacity to control
• There is risk of physical aggression, harm or disruption of care

Early intervention often prevents the need for more severe measures.

When to enable security?

Security is appropriate for:

• Disorder, nuisance or harassment
• Aggression or threats toward employees
• Unwelcome visitors or risk of intrusion
• Risky situations during evening/night
• Incidents requiring supervision, guidance and control

When to involve the VOT?

The Security Support Team (VOT) is designed for situations where regular security is no longer adequate, for example:

• Escalations with increased risk of violence
• Structural unrest at a site or department
• Serious threat, harassment or transgressive behavior
• Group formation or tensions that can turn quickly
• Need to operate discreetly (in plain clothes) or visibly (in uniform)
• Situations where rapid scale-up and specialist direction is needed

The VOT can scale up quickly and works according to clear frameworks, focusing on calm and safety.

When to call 911 or police immediately?

Call 911 immediately at:

• Acute physical threat or violence
• Weapons or suspicions of weapons
• Life-threatening or serious medical emergency
• Fire or immediate evacuation emergency
• Situations you cannot safely oversee or control

Security can support, but does not replace emergency services.

What we can take over immediately

Depending on situation and location, we can quickly provide:

• Peace and structure in the workplace or location
• Access control and zone shielding
• De-escalation and addressing individuals
• Additional monitoring at risk moments
• Rapid scale-up with VOT if needed
• Clear reporting and follow-up to client

What we don't do

KB Services & Services B.V. works professionally and within clear boundaries. Therefore:

• Do we not take over care tasks
• Do not act outside of laws and regulations
• Do not use unnecessary coercion or escalation-enhancing action
• We do not work without coordination with responsible contacts on site

Our approach is always focused on safety, proportionality and control.

Practical checklist for venue and team

Use this checklist during or immediately after an incident:

• Is the environment safe and orderly?
• Are bystanders removed or at a distance?
• Is there a single point of contact designated on site?
• Is the situation recorded (time, location, people involved)?
• Is aftercare arranged for staff/residents?
• Should additional security or VOT be deployed?

Need security or discuss a situation?

Do you want to structurally prevent escalations or are you confronted with an unsafe situation? We are happy to think with you and provide customized solutions to suit your location and risk profile.

Get in touch via the contact page. The first conversation is non-binding.