Comprehensive Crisis Management (CCM) Verbal Training 8.22.23

August 22, 2023

Purpose: Provide WPIC employees with the necessary resources to prevent, identify, and intervene effectively in crisis situations that can occur in the workplace. Through CCM, employees will learn effective ways to manage a crisis situation to reduce the likelihood of injury to themselves and others.  The CCM Training Standards have been adapted to meet both the inpatient and ambulatory programs.

Mandatory: CCM training is required within 30 days of hire (and annually thereafter upon expiration date) for all WPIC inpatient, research and ambulatory clinical and non-clinical employees whose responsibilities as part of their primary or moonlighting role(s), involve direct consumer, patient, participant care, services or treatment.  Physicians and PhD’s on the medical staff will complete the training every 2 years. 

Employees who have questions or concerns about their ability to participate in or complete this requirement should speak with their supervisor and/or Human Resources representative.

Optional: Employees who are not required to complete CCM training but choose to voluntarily attend can exclude themselves from all or portions of the physical demonstration and practice component of the training.  Individuals interested in attending should discuss their desire with their direct supervisor. Note: Students and Volunteers are encouraged to attend the lecture and discussion, physical interventions for movement and escape.

Training Standards:

Crisis Management Training is an eight hour program consisting of two components:

Lecture and discussion: focuses on assessment and prevention techniques as well as crisis management skills. The information helps employees to assess whether a potentially dangerous situation is developing and how to prevent a crisis.

Physical demonstration and practice: focuses on teaching two techniques as follows:

  • Physical Escape Interventions
  • Emergency Safety Interventions

These physical movements are effective and safe for staff and the aggressor. These interventions do not rely on strength or surprise, but instead, participants learn to use natural body movement in effective ways.

Competency:  The CCM class is competency based; CCM instructors will utilize the Comprehensive Crisis Management Staff Competency form to acknowledge that an individual has successfully participated and/or demonstrated competence in the lecture and discussion (non-physical intervention) and physical demonstration and practice (physical escape interventions and/or emergency safety interventions) sections of the training. Individuals who are mandated to complete this annual training must demonstrate competency in all required sections as applicable to their work location and position.

Upon completion of the CCM training, the class trainers will provide the fully completed CCM class roster, competency forms and certificates to the Emergency Management Coordinator’s Administrative Assistant.  The Administrative Assistant will scan and email copies of the competency form and certificate to the participant’s supervisor. The Administrative Assistant will scan and email a copy of the class roster to the Crisis Training Institute and HR Department. Originals of the staff competency form, certificate and class roster will be maintained by the Administrative Assistant.

Incompletion of Training: Instructors will notify the participant’s supervisor if a mandated participant does not complete, participate and/or demonstrate competency during the training.

Any employee who is mandated to take CCM training and does not successfully complete all training requirements required for their position will be removed from their duties and referred to Human Resources and, if applicable, Work Partners to determine what, if any, accommodation can be made.

Reasonable efforts will be made to assign such an employee to alternate duties, while he or she is engaged in the interactive process.

.CCM 2022-2023 2-up slides - core presentation only.pdf

 2022-2023 CCM Advanced Provider Version

Target Audience

Physicians, PhDs and Medical staff

Learning Objectives

  • Medical staff members will understand the causes and interventions related to emergency situations
  • Medical staff members will be able to identify their specific role when responding to emergency situations
  • Medical staff members will learn how to use verbal de-escalation skills
  • Medical staff members will identify and respond to sexually inappropriate behaviors    
Course summary
Available credit: 
  • 2.00 AMA PRA Category 1 Credit™
    The University of Pittsburgh School of Medicine is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.
  • 2.00 Attendance
Course opens: 
Course expires: 
Event starts: 
08/22/2023 - 3:00pm EDT
Event ends: 
08/22/2023 - 5:00pm EDT

3:00pm Introduction, background, and overview of the CCM program and the PP version track

3:15      Agitation and assault: Scope of the problem – scope and variety of healthcare workplace violence and impact of excessive/inappropriate restraint and seclusion

3:45      Wholistic assessment of violence risk – factors related to the environment, providers and individuals that increase or decrease violence risk.  Focus on provider cognition and decision making and use of dynamic risk and protective factors to mitigate risk.  Explanation of the pathway to violence and assessment models.

4:00     Least Restrictive Treatment Model – why it’s used, what it includes and how it may look different in different settings.

4:15   Verbal de-escalation – 10 elements of effective verbal de-escalation

4:30      What would you do exercises – role play exercises for verbal de-escalation.

4:45 Special topics – sexually inappropriate and dangerous behavior, excited delirium syndrome, positional asphyxia

5:00        Closing



Disclaimer Statement

The information presented at this CME program represents the views and opinions of the individual presenters, and does not constitute the opinion or endorsement of, or promotion by, the UPMC Center for Continuing Education in the Health Sciences, UPMC / University of Pittsburgh Medical Center or Affiliates and University of Pittsburgh School of Medicine.  Reasonable efforts have been taken intending for educational subject matter to be presented in a balanced, unbiased fashion and in compliance with regulatory requirements. However, each program attendee must always use his/her own personal and professional judgment when considering further application of this information, particularly as it may relate to patient diagnostic or treatment decisions including, without limitation, FDA-approved uses and any off-label uses

Pittsburgh, PA
United States

Jack Rozel, MD, MSL, Medical Director, resolve Crisis Services, President, American Association for Emergency Psychiatry

Disclosure: No members of the planning committee, speakers, presenters, authors, content reviewers and/or anyone else in a position to control the content of this education activity have relevant financial relationships with any proprietary entity producing, marketing, re-selling, or distributing health care goods or services, used on, or consumed by, patients to disclose.

Accreditation and credit designation

In support of improving patient care, the University of Pittsburgh is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.

Physician (CME)

The University of Pittsburgh School designates this live activity for a maximum of 2.0 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Other Healthcare Professionals

Other health care professionals will receive a certificate of attendance confirming the number of contact hours commensurate with the extent of participation in this activity.


Available Credit

  • 2.00 AMA PRA Category 1 Credit™
    The University of Pittsburgh School of Medicine is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.
  • 2.00 Attendance
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