Hello everyone out there. I am trying to put together some guidance for the reception desk and office team at an academy school. I want to give them processes/methods to use when confronted with an incident outside their normal capability such as bomb scares, threats of violence, serious medical sitiuations etc. We have a Business Continuity Plan but I want to be able to support those on the front line as it were who are the first point of contact for visitors to the academy whether they be happy or not. Thanks in advance for any suggestions.