THE ADVOCATE’S FRONT DESK PLAYBOOK: ELSPA Saving women's lives

THE ADVOCATE’S FRONT DESK PLAYBOOK: ELSPA

Saving women's lives

​Tactical Responses to "Standard Operating Procedures"

​When the clerk hides behind "Policy," use these targeted rebuttals to shift the burden of risk from the survivor to the corporation.

​1. The "I’m Just Following Policy" Rebuttal

• ​Clerk Says: "I'm sorry, it's just our corporate policy to have a physical card for incidentals."
• ​The ELSPA Response: "Policy is a choice, not a law. Your company has already accepted [Amount] from a third party. By demanding a secondary card from a person fleeing a trafficker, you are discriminating against a victim of crime who has no access to their finances. Do you have the legal authority to override a paid contract and deny a person safety over a $50 deposit?"

​2. The "I Need an ID" Rebuttal

• ​Clerk Says: "We have to verify the identity of everyone staying here for security."
• ​The ELSPA Response: "The person paying for the room has already been verified. This guest’s ID was stolen/withheld by their abuser as a method of control. By demanding it now, you are enforcing the abuser’s tactics. Are you acting as a hotel clerk or a law enforcement officer? Because if you aren't the police, you have no legal requirement to see 'papers' for a room that is already paid for."

​3. The "Manager Isn't Here" Rebuttal

• ​Clerk Says: "There’s nothing I can do, my manager isn't here to override the system."
• ​The ELSPA Response: "If you turn this person away and they are harmed or killed tonight, your name will be at the top of the incident report. You are the person making the decision to deny shelter. I am handing you a Notice of Liability right now. If you refuse to check them in, I need your full name and employee ID for the legal record."

​4. The "Fraud Prevention" Rebuttal

• ​Clerk Says: "We do this to prevent credit card fraud."
• ​The ELSPA Response: "The bank has already cleared the transaction. The fraud risk is zero. The human risk is 100%. Are you telling me this hotel values a hypothetical chargeback more than the physical life of the person standing in front of you?"

​THE "POWER MOVE" FINISH

​If they still hesitate, use the Institutional Pivot:

​"I understand you have a manual, but I am informing you of a life-threatening emergency. If you choose to follow a 'manual' instead of preventing a felony, you are making this hotel an accessory to human trafficking. I need you to call your General Manager at home now, or I will be forced to call the authorities to document your refusal to provide a pre-paid safe haven."

​Tactical Tips for Advocates:

• ​The Paper Trail: Always have the Notice of Liability printed. Physically sliding a document across the counter changes the psychology of the interaction from a "chat" to a "legal event."
• ​Record the Interaction: If legal in your jurisdiction, record the audio. Mentioning "I am recording this for the safety of my client" often makes staff suddenly find a "workaround."
• ​Focus on the "Paid" Status: Keep returning to the fact that the money is already in their bank account. "You have the money. Open the door."