VIDEO GUIDEBOOK 

TO 

P : 

U S A ’S O

E D OF 

W

W V C

U S D

J

1997 

AFTER THE ROBBERY: 

CRISIS 

RESOLUTION 

RODUCED BY

NITED TATES TTORNEY FFICE 

ASTERN ISTRICT ISCONSIN 

ITH SUPPORT FROM: OFFICE FOR ICTIMS OF RIME 

NITED TATES EPARTMENT OF USTICE 
VIDEO GUIDEBOOK 

AFTER THE ROBBERY:


CRISIS 


TO 


RESOLUTION


TABLE OF CONTENTS 

Chapter 

I. Introduction ............................................. 1 


II. Objectives ............................................... 2 


Ill. Creating a Victim Teller Task Force ........ 3 


A. Membership ........................................ 3 


B. Goals and Projects ............................. 4 


IV. Creating a Crisis Response Program...... 6 


A. Benefits and Goals ............................. 7 


B. Models ................................................ 8 


C. Choosing a Model............................. 10 


D. Essential Ingredients ........................ 11 


E. Development..................................... 12 


V. Conclusion ............................................ 13 


VI. Credits................................................... 14

1 

I. INTRODUCTION 

There are approximately 7,000 bank robberies in the United 

States each year. The level of violence that takes place during 

these robberies ranges from a note to a teller to the increasing 

number of “takeover” robberies in which everyone in a bank is 

threatened at gunpoint. Regardless of the means used, being 

robbed is terrifying to employees and customers because they 

know that there is always a potential for violence and they fear 

for their safety. 

United States Attorneys’ Offices throughout the nation 

prosecute a substantial number of bank robberies. In 

prosecuting these cases there are two goals. First, we will do 

everything legally possible to convict the robber. Second, we 

are committed to assisting the victims’ recovery and supporting 

victims and witnesses throughout the criminal justice process. 

In addition to prosecuting the offenders, it is essential to 

provide employees of financial institutions with the tools to 

survive the emotional trauma of these crimes. For this to 

occur, it is necessary to have immediate emotional support 

available to crime victims following the incident, counseling 

and referral services as needed, and ongoing support and 

follow-up throughout the court process. 

The video, “After the Robbery: Crisis to Resolution” and 

this Video Guidebook reflect the commitment of United 

States Attorneys’ Offices throughout the country to serving 

the needs of crime victims by helping them to overcome the 

trauma of their victimization and return to normal life. 
II. OBJECTIVES 

The video, After the Robbery: Crisis to Resolution, is 

designed to help victims of bank robberies cope with the 

emotional trauma associated with victimization, and to inform 

victims about the criminal justice process. The video is also 

intended to help managers, security personnel, and victims’ 

families understand a victim’s experience and help them to be 

supportive. Finally, the video may also assist in training law 

enforcement officers, prosecutors, victim advocates, and other 

criminal justice personnel who work with victims of 

workplace robberies. 

The video introduces the concepts of a Crisis Response 

Program and Victim Teller Task Force. Reference to Crisis 

Response and its application is made directly in the video. 

The credits at the end of the video and this guidebook list the 

members of the Victim Teller Task Force in the Eastern 

District of Wisconsin which offered guidance and support 

throughout this project. The Task Force has played a key role 

in helping to develop and implement a wide range of programs 

designed to assist bank robbery victims. This guidebook 

explains how to replicate this model and makes practical 

suggestions for creating a Victim Teller Task Force. 

Copies of this guidebook and the video are available from the 

Office for Victims of Crime Resource Center at 1-800-851-

3420 or from your United States Attorney’s Office. Additional 

information may also be obtained by contacting the Victim 

Witness Unit in the United States Attorney’s Office for the 

Eastern District of Wisconsin at 1-414-297-1700. 

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III. CREATING A VICTIM TELLER TASK FORCE 

Law enforcement and financial institutions share a concern for 

the physical and emotional well-being of employees and 

customers who are the victims of a robbery. A Victim Teller 

Task Force is a vehicle to take this shared concern and turn it 

into practical ways to provide help and support. Providing 

information and developing programs to help robbery victims 

can ease their emotional trauma and provide support after the 

robbery and throughout the criminal justice process. 

A. Victim Teller Task Force: Membership 

In developing a Victim Teller Task Force, it is important to 

bring together key representatives from both the financial and 

law enforcement communities. Support and participation by 

the directors in charge of security from a variety of financial 

institutions is essential. Representatives should be included 

from the largest financial institutions as well as from smaller 

banks, savings and loans, and credit unions. These might 

include security directors, personnel managers, human resource 

managers, employee assistance managers, or members of 

financial institution associations. 

Law enforcement participants should also represent a variety 

of jurisdictions. For example, investigative agencies should 

include the Federal Bureau of Investigation as well as 

representatives of local police departments. In addition to the 

Victim Witness Coordinator (or Law Enforcement 

Coordinator) from the United States Attorney’s Office, it is 

important to include victim witness advocates from local 

prosecutors’ offices as well. Finally, it is essential to include 

the “victim’s perspective.” Representative victims of bank 

robberies should be invited to participate. 
B. Victim Teller Task Force: Goals and Projects 

While many financial institutions are supportive of their 

employees in the aftermath of a robbery, a failure to understand 

the unique aspects of emotional trauma resulting from the 

robbery may result in a secondary victimization. The Task 

Force discusses current bank robbery trends and provides 

information, training, and support to financial institutions. At 

meetings every three or four months, members discuss and 

prepare materials for financial institutions and law enforcement 

personnel about the effects of victimization after a robbery. 

The Task Force should be developed based on the specific 

needs of the district. In the Eastern District of Wisconsin the 

Task Force develops and provides information to help victims, 

plans workshops for victim tellers, plans workshops for 

managers and security officers of financial institutions, and 

assists in the development of crisis response and other 

programs for victims. 

1) 	Information for victims. In the Eastern District of 

Wisconsin, the Task Force participated in developing a 

brochure for victims which discusses many of the same 

issues and responses described in the video. This video, 

After The Robbery: Crisis To Resolution, is another 

effort to help victims understand their emotional and physical 

responses, and to explain available support and services. 

2) Workshops for victim tellers. Workshops for bank 

employees and customers provide help and support to 

robbery victims. Many of the people who appeared in this 

video have spoken at these sessions including the Assistant 

United States Attorney, the police detective, several of the 

victims, the Victim Witness Coordinator, and the bank 

security manager (who plays the judge in the video). Each 

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is able to speak directly with victims about their 

experiences. Workshop topics include: 

• Robbery impact on the teller and his/her family, 

• How to get back in control, 

• The role of law enforcement and the investigation, 

• The criminal justice process, and 

• Services available for victims. 

The frequency of these workshops depends on the number 

of bank robberies and victims in each area; however, it is 

difficult to conduct a meaningful workshop with more than 

50 participants. It is especially important to give 

participants the opportunity to speak with each other in 

smaller breakout groups with a trained facilitator. Finally, 

it may be advantageous to schedule separate morning and 

afternoon workshops so that financial institutions can send 

their employees to different sessions without disrupting 

business. 

3) Workshops for managers and security officers. 

Workshops for security officers and managers provide 

information and training about the impact a robbery has on 

an employee or customer, the investigation and prosecution 

of a bank robbery, security measures, and available victim 

assistance services. Workshop topics include: 

• Investigating a robbery, 

• The financial institution’s perspective, 

• Addressing security concerns, 

• Developing a Crisis Response program, 

• The victim’s perspective, 

• Preparing for trial, and 

• Available victim support services, 

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IV. CREATING A CRISIS RESPONSE PROGRAM 

In response to violent bank robberies, more and more financial 

institutions and law enforcement agencies are calling on crisis 

response services to assist victim tellers and customers 

immediately after a traumatic occurrence. If services of this 

nature are lacking in your area, you should consider developing 

a program that will serve victims of violent crime in your 

district or in your financial institution. 

Crisis response or crisis intervention refers to immediate inperson intervention occurring shortly after a violent crime. 

The purpose of crisis response is to stabilize the individual 

emotionally, and to offer support and information to help the 

victim cope with the emotional trauma of victimization. The 

intervention emphasizes the normal aspects of the reactions 

the victim is having to an abnormal situation. 

Examples of intervention include debriefings; emotional 

support for the victim immediately after the incident; 

information about the criminal justice process; resources 

available to help the victim; and assistance with and/or escort 

to line-ups and court proceedings if necessary. 

Developing Crisis Response programs ensures that victims 

receive appropriate assistance as quickly as possible. It allows 

the victims to begin dealing with the trauma right away, and it 

assists them in resuming normal life. 

Crisis response programs enhance the ability to effectively 

catch and prosecute offenders, and victims are provided with 

vital assistance to aid in their recovery. Crisis response 

programs also give tellers and customers the message that the 

criminal justice system and their financial institution care about 

them as people and want to help. 

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A. Crisis Response Program: Benefits and Goals 

Research has demonstrated that people who have experienced 

a traumatic incident are most receptive to receiving assistance 

within the first 48 hours. After this time, individuals tend to 

rebuild their defenses, making it more difficult to reach them. 

After about a week, many victims want to move on and will 

refuse outside intervention. It is not unusual for these same 

people to fall apart emotionally months later because they 

have not adequately dealt with the trauma of the incident. 

Often victims or witnesses who break down emotionally do so 

at a critical time, such as during trial while on the witness 

stand. A crisis response program helps victims cope with the 

aftermath of their victimization and their increased well-being 

benefits everyone involved. 

The first encounter a crime victim has with representatives of 

law enforcement affects not only his or her immediate and 

long term ability to deal emotionally with the event, but it also 

directly affects the witness’ willingness to assist with 

prosecution of the perpetrator. By reaching out to the victim 

during this critical time period, the victim is immediately 

engaged in the criminal justice system. 

Officers arriving at the scene of a robbery have two immediate 

concerns. First, they need to secure the scene, to be sure it is 

safe and to preserve evidence. Second, they need to get the 

facts and a description as quickly as possible in order to catch 

the robber. Although officers care about the victim, they must 

proceed quickly to accomplish these goals. 

Law enforcement benefits directly from a Crisis Response 

Program. Crisis response specialists are often able to relieve 

officers from having to deal with a victim’s emotional needs, 

thus allowing officers to narrow their focus to the investigation 
at hand. In some cases, crime victims are so distraught that an 

interview by a law enforcement officer can take place only 

after a specialist has calmed the victim. 

Crisis response specialists can also be valuable resources 

when it comes to background information about victims. For 

example, because they often stay in contact with victims, crisis 

response specialists may have current information about 

victims, such as addresses and telephone numbers which may 

have changed as a result of the crime. Often they have the 

best insight into a victim’s state of mind, situation and 

attitudes towards the criminal justice system. By establishing 

a rapport and providing support and assistance to victims, a 

crisis response program can positively affect the victims’ 

attitudes about the criminal justice system. 

B. Crisis Response: Models 

There is no single way to implement a crisis response 

program. Each district should develop programs based on its 

own needs and available resources. In many districts a 

combination of approaches will be successful. For example, 

in Wisconsin a variety of models have been developed and are 

constantly being refined and updated in light of the ongoing 

experience of working with victims. Models include: 

1) District Attorney’s Office. Some Victim Witness Units in 

District Attorneys’ Offices have developed crisis response 

programs located in local law enforcement agencies. Crisis 

response specialists are dispatched to crime scenes by 

police detectives and commanding officers. 

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2) 	 Cooperative efforts between police departments and 

mental health agencies. Existing cooperative efforts have 

been expanded to include Crisis Response Services for 

crime victims. For example, a community mental health 

organization, which already receives mental health 

referrals from local police departments, has expanded its 

services to include crisis response for crime victims. 

3)	 Volunteer services located in a law enforcement agency. 

Supervised by a paid coordinator, volunteers are trained to 

provide basic crisis intervention to crime victims and to 

make referrals to community mental health agencies. 

4) Contract with mental health professionals. The United 

States Attorney’s Office in Eastern Wisconsin has 

contracted with mental health professionals to be on call to 

provide crisis response services to victims of violent federal 

offenses in a particular geographic area not covered by 

other crisis response programs. These providers are paid 

based on the services rendered. 

5) 	Employee Assistance Programs. Individual financial 

institutions provide a variety of counseling services to 

employees. For example, they may contract for crisis 

intervention with specialized mental health professionals 

or an Employee Assistance Program. To be effective, EAP 

providers should be trained in crisis intervention and also 

ensure services to victims who are customers. 

6)	 United States Attorney’s Office. In addition to 

establishing a district-wide crisis response network, a 

victim witness specialist in the United States Attorney’s 

Office may also be available to provide direct crisis 

response when necessary. 
C. Crisis Response: Choosing a Model 

There are three key variables to consider when choosing a 

model: 

1) Community needs. Community needs can be determined 

in part by looking at crime rates. In rural areas where 

violent crime is less frequent, it may be financially feasible 

to contract with mental health professionals on a fee for 

service basis. A large urban or a high crime area may 

require a larger and more complex program structure, such 

as a volunteer program which can provide 24 hour coverage 

seven days a week. 

2) Available Resources. The community resources available 

to develop a crisis response program will directly affect the 

type of program offered. There may be existing programs, 

such as EAP’s, able and willing to provide these services. 

Check to see if funds are available to contract with outside 

agencies. When looking at community resources, it is 

important to be creative and flexible. When looking at 

service agencies, it is not as important to focus on existing 

services as it is to determine what could be accomplished 

with the proper structure and resources. 

3) Practical Considerations. It is essential to work closely 

with local law enforcement officers, whose support is 

essential to establish a successful crisis intervention 

program. It may be necessary to focus on the local District 

Attorney’s Office as a starting point for a program, as this 

office has a great deal of leverage when it comes to 

promoting initiatives with local law enforcement agencies. 

Equally important is the support of the financial institutions. 

Wherever you choose to seek support for your program it is 

important to forge relationships with key administrators as 

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well as workers on the front line. Knowledge of the 

successful experiences of existing programs is an important 

tool needed to implement a crisis response program. 

D. Crisis Response Program: Essential Ingredients 

1) 	 Ensure that crisis intervention specialists are properly 

trained and possess the essential qualifications. 

2) 	 24 hour availability of crisis intervention specialists to 

provide immediate counseling and support for victims of 

violent crime (and possibly their families). 

3) 	 Personnel who are familiar with resources in the community 

such as Crime Victim Compensation programs, counseling 

services, workers’ compensation, and financial assistance. 

4) 	 Ongoing support and counseling throughout the criminal 

justice process. When a Crisis Response provider is not 

also the Victim Advocate during the court process, it is 

imperative that the Crisis Response Specialist communicate 

with the Victim Advocate in order to ensure that a continuity 

of services is provided to the victim. Where no arrest is 

made, services may still be required. If continued support 

services are not feasible, providers must be able to make 

referrals to local agencies. 
E. Crisis Response Program: Development 

1) 	Determine the optimum administrative location of the 

program (police department, outside agency). 

2) 	Determine the types of crimes that crisis response 

specialists will respond to and what procedures they will 

follow. 

3) 	 Determine who is authorized to make referrals and calls 

for service, e.g., police, bank security officers/managers, 

FBI agents, and self referral by the victim. 

4) 	 Determine training needs of crisis response providers. 

5) 	 Create and maintain standards of professional behavior 

toward clients and law enforcement. 

6) 	 In order to build trust and a close working relationship, 

ensure deference to the authority of a law enforcement 

officer on all decisions relating to a case. 

7)	 Determine how to deal with statements of an evidentiary 

nature made by a victim to crisis response personnel in 

order to avoid later problems in court. 

8) 	 Address liability issues through insurance. 

9) 	 Create a protocol for media relations that is acceptable to 

law enforcement. 

10) Create and maintain appropriate record keeping and 

program oversight. 

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V. CONCLUSION 

The video After the Robbery: Crisis to Resolution was 

developed as a resource for persons who have been victims of 

bank robbery. Victim tellers should be given an opportunity to 

view this video. They may also find it beneficial to take it 

home and share with family members. By helping tellers know 

what to expect of their own emotional reactions and the 

criminal justice system, they may be less anxious and more 

confident. 

Although bank robbery victims are featured in this video, the 

reactions described by those involved are also shared by other 

victims of violence, especially workplace robberies. Other 

agencies or businesses can benefit by sharing this video with 

their employees who have been victims of violent crime. 

This Video Guidebook has been written to assist: (1) Victim 

Witness Coordinators and other law enforcement professionals, 

and (2) managers and executives of financial institutions. By 

expanding on the concepts discussed in the video, we hope to 

encourage you to use the video and to support your efforts to 

develop programs to help victims of violent crime. 

Even with these resources, we recognize that nothing is more 

effective than compassionate, skilled, and responsive 

professionals who can communicate, provide information and 

assistance, and who take advantage of every opportunity to 

make the criminal justice system responsive to victims of 

crime. By understanding the emotional responses to violent 

crime, and by providing information and assistance to victims, 

we can help speed their journey from crisis to resolution. 
VI. CREDITS 

The United States Attorney’s Office for the Eastern District of 

Wisconsin and the Office for Victims of Crime, United States 

Department of Justice gratefully acknowledge the following 

people for their assistance and expertise in producing After 

the Robbery: Crisis to Resolution: 

- Ray Fleis 	 - Debra Tomich 

- Elizabeth Mayer - Jackie Walkowiak 

- Barbara Muth 	 - William Blumenberg 

- Debbie Schmidt - Dr. Jeffrey Taxman 

- Serena Simmons - Lisa Warwick 

- Marx Communications Studios, Milwaukee, Wisconsin 

- Vickie Bessette 

Video and Video Guidebook Advisory Committee: 

-	 Faith Coburn, Victim Witness Specialist and Crisis Response 

Coordinator, U.S. Attorney’s Office, Eastern District of 

Wisconsin 

-	 Debbie Deem, Victim Witness Coordinator, U.S. Attorney’s 

Office, Northern District of California 

-	 Laura Federline, Program Analyst, Office for Victims of Crime 

-	 Pam Heimuller, Victim Witness Coordinator, U.S. Attorney’s 

Office, District of Oregon 

-	 Kimberly Lesnak, Assistant Director for LECC/VW, EOUSA, 

Department of Justice 

-	 Carol Morris, Victim Witness Coordinator, U.S. Attorney’s 

Office, Southern District of Indiana 

-	 Thomas P. Schneider, United States Attorney, Eastern District 

of Wisconsin; Chairman, Video Advisory Committee 

-	 Shane VerPlanck, Victim Witness Coordinator, U.S. 

Attorney’s Office, District of Maine 

-	 Francia Wendelborn, Victim Witness Coordinator, U.S. 

Attorney’s Office, Eastern District of Wisconsin 

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Victim Teller Task Force, Eastern District of Wisconsin: 

-	 William Blumenberg, Detective, Robbery Task Force, 

Milwaukee Police Department. 

-	 Gary Bush, Security Director, Tri-City National Bank (former 

FBI agent on this task force) 

-	 Faith Coburn, Victim Witness Specialist, U.S. Attorney’s 

Office 

-	 Daniel Craft, Special Agent, FBI 

-	 John Koleas, Director of Corporate Security, Firstar Bank 

-	 William Marek, Security Officer, M&I Marshall & Ilsley Bank 

-	 Gary Strnad, Security Director, Firstar Bank 

-	 Peggy Theisen, Security Director, TCF Bank 

-	 Debra Tomich, Marketing Director, Alliance Credit Union 

-	 Lisa Warwick, Assistant United States Attorney 

-	 Lee Watson, Crisis Response Specialist, Milwaukee County 

DA’s Office 

-	 Francia Wendelborn, Victim Witness Coordinator, U.S. 

Attorney’s Office 

-	 Judy Wick, Victim Witness Coordinator, Milwaukee County 

DA’s Office 

-	 Jerry Wiemueller, Director of Security, M&I Marshall & Ilsley 

Bank 

-	 Lori Zick, Security Officer, Milwaukee Federal Employees 

Credit Union 

Video Guidebook Authors: 

-	 Faith Coburn, Victim Witness Specialist and Crisis Response 

Coordinator, U.S. Attorney’s Office, Eastern District of 

Wisconsin 

-	 Thomas P. Schneider, United States Attorney, Eastern District 

of Wisconsin 

Copies of this guidebook and video are available from the Office for 

Victims of Crime Resource Center at 1-800-851-3420 or from your 

United States Attorney’s Office. Additional information may also be 

obtained by contacting the Victim Witness Unit in the U.S. Attorney’s 

Office for the Eastern District of Wisconsin at 1-800-680-8949.