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I worked for the largest retailer in the world for a period of time so I know HR in that environment is probably the most difficult out of any industry.
In this scenario, retail or not, I would not have let the employee leave on their own recognizance. A call to EAP (assuming you have one) and the local authorities would have been the way to go, in my opinion. In retail, I’m assuming the team lead was not equipped to deal with this. I would instruct them to contact to the salaried supervisor on duty, store manager, or first level HR professional (not sure if thats you or a direct report).
It’s a difficult situation no matter what.
Yes I have. Luckily for me I used to be a crisis intervention worker. In situations like these it’s best that you do what you can to keep your employees and customers safe. Sometimes you have to get the police involved or other healthcare professionals depending on the severity of the situation. It sounds like it didn’t get too bad, but if you have an EAP that provides mental health services I would recommend you have that employee see someone if they are open to it.
I have. First thought, when someone reports feeling that they may want to hurt themself or others the appropriate thing to do is to call the authorities, not to send them home to potentially carry things out. Second thought is that their emergency contact should have been called. I am sorry that this happened. I suggest that you consider additional employee training so that your staff may be able to more appropriately address these situations in the future.