Does your agency have a written policy in place of what to do if verbally abused, intimidated or threatened by a client, customer or someone in the public during the course of their professional duties? Staff should be advised of what course of action to take if there is a threat made against them such as advise the licensee immediately who will determine the next course of action. This may include involving the police or discussing with the landlord to have the tenancy terminated due to objectionable behavior or other available grounds under relevant legislation.
If your agency allows the taking of cash, ensure that staff are advised what to do in the event that there is a robbery; such as meet the robbers demands, comply with their requirements and give all money to them upon request. Also try to take note of particular attributes of the person/s such as estimated height, any distinguishing features or accents etc.
Due to safety risks and sometimes higher Professional Indemnity premiums, Licensees are encouraged to reconsider the taking of cash in the office and consider the many other options available.