SOP: Crisis Intervention
1. Purpose & Scope
This SOP provides procedures for handling crisis situations that may arise within the Clarksville Furs community, whether online or at in-person events. A crisis is any situation that poses an immediate risk to the physical safety, mental health, or legal standing of community members or the organization. Every staff member should be familiar with these procedures before a crisis occurs.
2. Crisis Types
| Crisis Type | Severity | Examples |
|---|---|---|
| Self-Harm / Suicide Threats | Critical | Member expresses intent to harm themselves, shares suicidal ideation, posts alarming messages |
| Illegal Activity | Critical | CSAM, drug trafficking, threats of violence, sharing of stolen data |
| Harassment / Stalking | High | Targeted harassment campaigns, doxxing, unwanted contact, following members to events |
| Data Breach | High | Unauthorized access to user data, leaked credentials, compromised admin accounts |
| Physical Safety at Events | Critical | Medical emergencies, hostile individuals, natural disasters, venue emergencies |
3. Immediate Response Protocol
- Step 1 - Secure the Scene: If online, screenshot everything. Do not delete messages. If at an event, ensure the immediate safety of all attendees. Remove bystanders if necessary.
- Step 2 - Document: Record the date, time, platform/location, individuals involved, and a description of the situation. Be factual and objective.
- Step 3 - Escalate: Immediately notify an Admin. If no Admin is available, contact the Owner. For life-threatening emergencies, call 911 first, then notify leadership. Do not attempt to handle a crisis alone.
4. Self-Harm or Suicide Threats
- Do: Take every threat seriously, even if you suspect it may not be genuine. Acknowledge the person with empathy: “I hear you, and I care about your safety.”
- Do: Provide professional resources immediately:
- 988 Suicide & Crisis Lifeline: Call or text 988 (available 24/7)
- Crisis Text Line: Text HOME to 741741
- Do: Notify an Admin or Owner immediately, even if the person seems to calm down.
- Do Not: Promise confidentiality. You must escalate for the person's safety.
- Do Not: Share the situation with other community members. This is handled by leadership only.
- Do Not: Ban or mute the person unless they are endangering others. Isolation can worsen a crisis.
If you believe someone is in immediate danger, call 911. Provide whatever identifying information you have (username, known location, real name if known).
5. Law Enforcement Contact
- When to Contact: Imminent threat to life or safety. Reports or evidence of illegal activity (especially involving minors). Credible threats of violence. Stalking or harassment that has escalated beyond online spaces.
- What to Provide: Your name and role in the community. The platform and relevant usernames. Screenshots, logs, and timestamps. Any real-world identifying information you have about the individual.
- Documentation: Record the date, time, officer name/badge number, case/report number, and a summary of what was reported. Store securely and share only with Admins/Owner.
6. Member Safety at Events
- Evacuation: Know the venue exits before the event begins. If evacuation is needed, calmly direct attendees to exits. Account for all attendees after evacuation.
- Medical Emergency: Call 911 immediately. Do not move the person unless they are in immediate danger. If trained, provide first aid/CPR. Designate someone to meet emergency services at the entrance.
- Hostile Person: Do not confront. Ensure the safety of attendees by moving away from the threat. Call 911. Provide a description of the individual and their behavior.
7. Data Breach Response
- Identify: Determine what was accessed, when, and how. Check server logs, admin access logs, and Joomla user activity.
- Contain: Immediately change all admin passwords. Revoke compromised API tokens. If the server is compromised, contact the hosting provider.
- Assess: Determine what user data was potentially exposed (emails, passwords, personal info). Assess the scope and severity.
- Notify: Inform all affected users within 72 hours. Be transparent about what happened, what data was affected, and what steps are being taken.
- Remediate: Patch the vulnerability. Force password resets for affected accounts. Review and harden security configurations. Document the entire incident.
8. Post-Incident Review
- Timeline: Conduct a post-incident review within 7 days of the crisis resolution.
- What to Document: Timeline of events. Actions taken and by whom. What worked well. What could be improved. Any policy changes needed.
- Lessons Learned: Update this SOP if the incident revealed gaps in procedures. Share relevant (non-confidential) lessons with the moderation team.
9. Communication Templates
Use these templates as starting points. Customize as appropriate for the situation.
Incident Acknowledgment (to reporter)
“Thank you for bringing this to our attention. We take this matter seriously and are looking into it. We will follow up with you within [timeframe]. If you have additional information, please share it with us. Your safety and the safety of our community are our top priorities.”
Member Notification (to affected users)
“We are writing to inform you of an incident that may affect your account/safety. [Brief factual description]. We have taken the following steps: [actions taken]. If you have concerns or additional information, please contact us through our Contact Us page. We are committed to the safety of all Clarksville Furs members.”
Public Statement (if needed)
“Clarksville Furs is aware of [brief description of situation]. The safety of our community members is our highest priority. We are working with [relevant parties] to address this matter. We will provide updates as appropriate. If you have any concerns, please reach out through our Contact Us page.”
10. Emergency Contacts
| Resource | Contact | When to Use |
|---|---|---|
| Emergency Services | 911 | Immediate threat to life or safety |
| 988 Suicide & Crisis Lifeline | Call or text 988 | Self-harm or suicide concerns |
| Crisis Text Line | Text HOME to 741741 | Crisis support via text |
| Clarksville PD (Non-Emergency) | (931) 648-0656 | Non-emergency reports, follow-ups |
| DreamHost Support | Via DreamHost panel | Server compromise, data breach |
| Clarksville Furs Admin | Contact Us or Discord | All internal escalations |
11. Revision History
| Revision | Date | Author | Description |
|---|---|---|---|
| 1.0 | 2026-05-16 | Moko Consulting | Production release |