Actually, this is what I would recommend that you do.

Immediately encourage the client to get back in step with the group of clients. 

• If you have time, turn around and walk alongside the group to quickly determine the nature of the client’s request and resolve it if possible.
• If you have no time, quickly encourage the client to write a request that night explaining what it is they want. Nine times out ten they will retort that they have been putting in requests, whether that is actually the case or not. 
• Ask them their name and say that you will be watching for the request that they are going to put in that night and thank them.

All three guidelines are at play in this one.

GUIDELINE #1:  THIS IS GOD’S WORK

• 1.12 (Watch your attitude) – This could be seen as an annoyance. After all, “you’ve got places to go to and important things to do”.  But being stopped in the hall by clients and staff is just part of chaplaincy ministry (1.8 It is ALL ministry; 1.13 They are people).  Keep that in mind as you choose how to react: sluff them off or see this as another opportunity to serve.  Your other work can wait as you deal effectively with what is presented to you (1.1 Excellence in all that you can do; 1.7 It is all about triage and weighing priorities).

 GUIDELINE #2:  KNOW YOUR INSTITUTION

• 2.4.1 (Health and safety first) – Taken at face value, this situation could be as innocent as it seems. But it could also be a distraction that covers up what clients are really doing.  While attention is focused on you, this might give an opportunity for the others to jump the escorting correctional officer.  Always expect the unexpected.  Any time groups of inmates are being moved calls for heightened attention to security.  Part of that is paying attention to what God is pointing out to you at this moment (1.4 Be sensitive to the leading of His spirit).  How you deal with this situation is pivotal.

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

• 3.2.1 (Watch for any opportunity to affirm staff) - Work hard to consistently show that you understand and support the work of correctional officers. You are indirectly teaching the clients in that line that you respect the work that the correctional officer is doing.
• 3.2.3 (Your actions as a chaplain should not impede the work of correctional staff) - The correctional officer should not have to wait while you deal with this request. Deal with it as quickly as possible, as you move along with the group.
• 3.3 (Build your rapport with clients) - You are showing respect to the client by taking the time to walk alongside and chat with them. But they are putting you at the disadvantage by basically accusing you, in front of witnesses, of having received their requests and not taking action yet.  Be honest and say that you cannot remember their requests. Asking their name and writing it down in front of them shows that you are serious in dealing with their request when it comes. You end up putting the onus back on them to act. You are also teaching the clients that you are human and need their patience and understanding, as you try to respond to the requests of so many clients.  Respond quickly when the request does come.
• 3.3.1 (Avoid making promises that you cannot keep) – To just casually promise to respond to their requests in order to appease them at the time, without making notes to remind yourself later, would be irresponsible.  Clients remember when they have been sloughed off.

Teaching Moments - Scenario 3 - Clients Stopping You in the Hall