Providing a Safe Environment
This section contains information regarding reporting inappropriate behavior.
Policy
At any time, a participant or another person may be creating an unsafe environment by acting with unacceptable behavior. Unacceptable behavior includes, and is not limited to any of the following:
●Under the influence of a drug or alcohol
●Anger (uncontrollable)
●Bothering the workers or other participants
For the safety of participants and staff, a client that comes into a FAA office under the influence of a drug or alcohol may be asked to come back at a later time.
Procedures
At any time, when a participant or another person is creating an unsafe environment by acting with unacceptable behavior or under the influence of a drug or alcohol, FAA must take action to ensure the safety of the other participants and staff in the office.
For procedures, see Dealing with Customers Under the Influence in the FAA Policy SharePoint Site Doc Library.
AZTECS Keying Procedures
When a participant creates an unsafe environment by acting with unacceptable behavior, key CA in the first available ALERT TYPE field next to the participant’s name on PRAP.
A participant may be banned from one or more offices. This may be due to anger or other unacceptable behavior. Many things can trigger anger, including stress, family problems, and financial issues.
For some people, anger is caused by an underlying disorder, such as alcoholism or depression. Anger itself isn’t considered a disorder, but anger is a known symptom of several mental health conditions. When this occurs, the participant can be asked to come back at another time or they can be ‘Trespassed’ from all FAA offices.
Designated FAA staff receive notification from the Office of Inspector General (OIG) when a participant has been trespassed. Based on the trespass type determined by OIG, one of the following Person ONLY Alert Codes must be keyed in the Person Alert field for the trespassed participant on PRAP:
●Trespassed from one office (T1)
●Trespassed from two offices (T2)
●Trespassed from all offices (TA)
NOTE The trespass codes can only be keyed on PRAP after OIG determines that the egregious customer behavior is appropriate for trespass. See Responding to Egregious Customer Behavior Job Aid (internal use only) for more information.
Legal Authorities
33 CFR Part 95
33 CFR Part 95.020
36 CFR 4.23
14 CFR Part61
last revised 04/22/2024