I thanked the officer for her call and said that I would be right over.  I first made my way to the Front Door Module, entered and talked privately with the officer. She told me how the person had acted rudely and argumentatively, with a certain sense of entitlement.  I assured the officer that she had done the right thing and did not deserve the rude behaviour.  I then went out into the lobby, introduced myself to the professional visitor and listened to their story.  I explained how things work in a detention centre and about our security concerns.  I also explained that the officer was just doing her job.  The visitor said that they understood, but clearly left annoyed.

GUIDELINE #1:  THIS IS GOD’S WORK

• 1.12 Watch your attitude – Remember you are doing God’s work. It is tempting to respond in kind to rude, angry behaviour. But this usually “stirs the pot” and accomplishes nothing positive.  It could actually become a health and safety issue, if the person starts acting out.  Using the de-escalation technique of talking a bit quieter and slower than the person is remarkably successful.  Most people just want to be heard/understood and have the situation explained in a reasonable way.  Also, we had no idea what the professional visitor had been through that day.  Without the full picture, it is easy to write someone off.  Watching my attitude with a stranger and demonstrating love could even open up doors for future networking possibilities.

GUIDELINE #2:  KNOW YOUR INSTITUTION

• 2.4 Know the Policies and Procedures: 2.4.1 (Health and safety first) and 2.4.20 (Professional visitors and volunteers are not allowed to drop money off for clients) – The front door officer was right to ask who this person was and why was this money really being dropped off.  Historically, professional visitors and volunteers have at times been convinced by clients to bring in money for any number of reasons, but have unwittinglybecome involved in paying off drug or canteen debts.  If allowed to drop off money, they could be putting themselves or others (inside and outside of the institution) at risk, should at a later date, they refuse to do further transactions.  Serious harm or death can be the result.

GUIDELINE #3: THE LARGER / OLDER YOUR INSTITUTION, THE LONGER ITS MEMORY

• 3.2 (Build your rapport with staff) – Though this faith community leader was not one of my own professional visitors, it is important to note here that there is a long memory in corrections. Any person under your supervision must be careful with their attitude and conduct towards correctional officers and other institutional staff members. On a daily basis, officers are subjected to various forms of abuse.  If a person is curt, “in your face”, or argumentative with officers from a misplaced sense of entitlement, it just does not work.  Red flags will go up all over the place and they will be reported to the chaplain. That person is “shooting themselves in the foot” for future ministry.  As well, their actions could very well jeopardize the long-term effectiveness of their volunteer group or organization.  
  • 3.2.1 (Watch for any opportunity to affirm staff)– By an immediate response to a perceived problem, a chaplain shows that they understand and support the work that correctional officers do. It is important to watch for any opportunity to affirm staff.  The front door officer plays a key role in monitoring the exchange of money for clients.  Patterns and abnormalities can indicate that muscling and drug trafficking are present in a particular living area. 
• 3.4 (Keep those under your supervision away from controversy)– Dropping off money for clients is a quick way to have a professional visitor or volunteer barred from coming into the institution. It is important to train those under your supervision well, so as to ensure long and productive years of ministry.

Teaching Moments - Scenario 1 - Rude Clergy