To read about confrontation residents when giving a citation, skip to PART 2
---------------PART 1--------------------
What do you do when a resident at a community becomes confrontational?Ā
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Rule #1:
DO NOT ENGAGE. Stay calm, be polite, and leave.Ā
If they want to complain, they can just call dispatch.Ā
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Rule #2:
Anytime a resident records us or if there is any sort of interaction that goes beyond just asking questions or casual conversation, the guard MUST:
Call Dispatch and Dispatch will transfer to the OCP Manager on Call.Ā
Ā Also, create a report in the InCar Software, with details of the incident.
Ā The guard must add an OFFICE NOTE requesting management to pull footage of the incident.Ā
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This last part is meant to protect us and the company from future complaints from residents.Ā
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---------------PART 2--------------------
Confrontational Residents while issuing a citation
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--SITUATION--
Patrol guard is in the process if handing out a citation to a vehicle in violation or community rules and the owner comes out
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--HOW TO ACT--
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Quoting from Jared directly:
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We don't care if someone wants to move their vehicle or not while issuing a citation. For example, in this case, if no one was present when creating a citation and then the owner comes out before we could issue the citation:
We just need to verbally tell them their vehicle is in a no-parking zone and ask them to move. Then
We can add a citation note to the report saying the resident was verbally warned.
We don't need to stick around and make sure they move.Ā
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If the people are present when we find a vehicle in violation:
We can kindly remind them that their vehicle is in a no-parking zone and ask them to move.
Then we can leave the area and create a report.
Again, we are not sticking around and forcing them to move.
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If it is someone we have had problems with in the past,Ā
We won't even engage.Ā
We can take a picture, make a report, and mention that we have had issues in the past with this resident so we did not talk to them.
Make sure you include all the information you can get, like address, vehicle lic #, make and model, and even the name of the resident (if you know it).