Family Concerns
Disgruntled or Impaired Employees, Parents/Guardians, or Parent’s/Guardian’s Authorized Representatives.

If an authorized person picking up a child is angry/disgruntled OR If you have reasonable cause to suspect that any person picking a child up is under the influence of alcohol or drugs, or is physically or emotionally impaired in any way and may endanger a child, you may have cause to refuse to release the child. If so, request that another adult be called to pick up the child or call the numbers listed on the child’s emergency card.

In the event of having to deal with employees, parents/guardians, or parent’s/guardian’s authorized representatives, implement the following:
Remain calm
Remain polite.
If the person becomes agitated and/or confrontational, immediately call 911 and security.
Staff members who observe the problem will go to the nearest telephone and call 911/security (back up call)
Staff members will alert other staff of the problem.
Alerted staff members will close the doors of their areas of responsibility.
If the disgruntled individual’s child is immediately known, move the child to another room, out of sight.
Take note of the method of transportation being used and if an automoble is used write down the license number to give to the police.
Turn the child over to parent/guardian or authorized representative in accordance with center procedures.
Report the incident to immediate supervisor.

Hostage Situation
Although considered improbable, the child care site may be subject to hostage situations either from disgruntled employees, parents/guardians, parent’s/guardian’s authorized representative, or other people. In the event of a hostage situation:
Remain calm
Remain polite
Follow the hostage takers instructions
Do not resist.
ANY available staff member will immediately call 911.
Staff members will alert other staff of the problem if time permits. DO NOT PUT YOURSELF IN DANGER.
Alerted staff members will close the doors of their areas of responsibility.
If staff members believe it is safe, evacuate children from the child care site moving in the opposite direction from the incident. Report your location to security immediately.

Perimeter Issues: Administrative Procedures for Playground Clearance (i.e. protest/riot adjacent to child care site, toxic spill, suspicious parked vehicles, loiterers)
Call security or local authorities to investigate the situation and consult with them to determine the level of potential crisis.
If the situation is of marginal concern or greater, require that all children/staff remain inside. Immediately require any groups outside to come inside.
Lower blinds to further obscure visibility and consider bringing those rooms in the direct line of sight into another area not visible to outside until the situation is resolved.
Be prepared to fully evacuate the facility should security or other emergency services make this request. Consider whether existing evacuation routes will suffice or if an alternative route must be taken due to the location of the incident.
Make staff aware of any changes to their evacuation routes if necessary.
Coordinate your actions with security and any other support services (police, fire department) based on the nature of the incident.
Missing Child
Although considered improbable, the child care site may be subject to hostage situations either from disgruntled employees, parents/guardians, parent’s/guardian’s authorized representative, or other people. In the event of a hostage situation:
Immediate notification of the police and security should be made once an initial search of the facility has been made and rapid attempts have been made to confirm whether or not a family member may have picked up the child.
Conduct a search of all areas of the facility, including closets, cabinets, etc., and the immediate surrounding area.
Make all other required notifications.
Continue searching while waiting for the police/security.
The person in charge of the program is to remain at the child care site as the point person and to gather information description of the child to share with authorities.

Adapted from Bright Horizons Family Solutions: “Read to Respond: Emergency Preparedness Plan for Early Care & Education Centers.