Train front-desk, security and field staff in CISA’s four de-escalation steps: recognize, assess, de-escalate, report

CISA’s De-escalation Action Guide gives non-security and security staff four steps for a potentially violent encounter: recognize warning signs, assess, de-escalate only if trained and safe, and report facts. If violence appears imminent, the guide says to call 9-1-1 and put safety first.

Source facts

CISA’s De-escalation Action Guide, dated as of December 2024, consolidates its De-escalation Series into one resource. It identifies four categories of activities for effective de-escalation, recognize, assess, de-escalate and report, and quotes a definition of de-escalation as communication or other techniques that stabilize, slow or reduce the intensity of a potentially violent situation without using physical force or with a reduction in force.

If a hostile act is imminent or occurring, the guide says to remove yourself from the situation, seek safety if possible, and report to law enforcement as soon as it is safe. De-escalation should be attempted by trained and proficient personnel, if safe to do so, using techniques such as remaining calm, respecting personal space, active listening, monitoring tone and volume, and keeping hands down, open and visible.

Reports should give the facts of what was observed or heard and avoid conjecture. If violence appears imminent, the guide says to contact 9-1-1 immediately, and otherwise to follow organizational reporting mechanisms. It cautions that reports should not be based solely on factors such as race, religion, gender, age or disability.

Applicability

Use this for any role that meets the public or works in occupied spaces. The guide presents options for consideration rather than mandated policy; pair it with the organization’s workplace violence program and local law enforcement guidance.

DSE recommendation

DSE recommends adding CISA’s recognize, assess, de-escalate and report steps to front-desk and security post orders, with a clear rule to leave and call 9-1-1 when violence is imminent. Give staff a fast way to summon help, such as a duress button or radio code tied to the monitoring point, train and practice de-escalation only for the roles expected to use it, and provide a short incident form that captures facts, not opinions.

Verification

Run a scenario drill at each staffed entrance at least yearly, test duress buttons and radio codes end to end, and review submitted reports for factual detail and timely escalation.

Official reference

CISA — De-escalation Action Guide (as of December 2024). Reviewed October 18, 2026.