Police involved with guide offering strategies for employers to address common threats to retail workers
A newly released Retail Safety and Security Guide is looking to support Ontario’s retail businesses in preventing and reducing crime, while ensuring the safety of staff and customers.
The guide is a collaborative effort between the Ontario Association of Chiefs of Police (OACP), Retail Council of Canada (RCC), Workplace Safety and Prevention Services (WSPS), and the Toronto Police Service.
“The information in this guide is based on consultations with and best practices of retailers, security organizations, and police services and is provided as advice gathered from a collection of experts,” it says.
The primary aim of the guide is to suggest strategies for retailers of all sizes to address a range of common threats, including robbery, break-ins, fraud, and shoplifting.
The guide provides information to help employers:
- make their businesses less vulnerable to crime
- identify and select an appropriate response to address retail crime
- outline methods to prevent and address the most common forms of retail crime, including robbery, break and enter, fraud and shoplifting
- review techniques to address abusive customers, suspicious individuals, intoxicated individuals and those experiencing a mental health crisis
- provide measures to address or prevent violence in the workplace between customers or between customers and staff.
A significant portion of the guide focuses on Crime Prevention Through Environmental Design (CPTED), which encourages designing retail spaces in ways that deter criminal activity while enhancing the customer experience.
In addition, “policies and procedures help provide a framework that improves clarity for staff on how to address retail safety issues as well as standardize approaches and behaviour,” says the guide.
Policies to boost safety of retail workers
Regarding retail safety issues, it says that it is important to:
Develop and Implement a Violence Prevention Policy: Establishing a clear and comprehensive violence prevention policy is crucial for setting the tone for safety in the workplace. This policy should outline expectations, procedures for reporting incidents, and measures for preventing violence.
Implement Hiring Policies: Including reference, criminal background, and credit checks as part of the hiring process helps screen potential employees for any red flags that may indicate a risk of violent behaviour. This can contribute to a safer work environment.
Utilize Safe Scheduling Practices: Implementing scheduling practices that ensure no workers are left alone during high-risk shifts for retail criminal activity can help mitigate potential risks to employee safety.
Assign Specific Individuals for Risk Assessments: Designating individuals responsible for conducting risk assessments ensures that potential hazards are identified and addressed proactively.
Perform Regular Risk Assessments: Conducting regular risk assessments of workplace violence is crucial for identifying and addressing potential risks and hazards. Employers should reassess the risks as often as necessary to ensure that policies and programs continue to effectively protect workers from workplace violence. The JHSC or Health and Safety Representative (HSR) must be advised of the results of the workplace violence risk assessment and be provided with a written copy of the assessment.
Provide Training in De-escalation Techniques: Training all staff, including specialized staff such as loss prevention officers (LPOs), in de-escalation techniques is essential for effectively managing and diffusing potentially volatile situations.
Conduct Debriefing Sessions After Incidents: Establishing a practice of conducting debriefing sessions with staff after complex or difficult scenarios allows for reflection and continuous learning, enhancing employees' ability to respond to future incidents effectively.
Ensure Clear Rules and Procedures: Having clear rules and procedures regarding changing rooms, return policies, and checking receipts as customers leave the store helps maintain order and security within the retail environment.
The guide also offers best practices for handling difficult situations involving abusive or intoxicated individuals, suspicious personalities, and those experiencing a mental health crisis. The guide also discusses using de-escalation techniques to diffuse potentially dangerous situations while prioritizing the safety of staff as well as others.
The guide emphasizes employers’ responsibilities under Ontario’s Occupational Health and Safety Act (OHSA). Retailers are reminded that maintaining a safe workplace is not only essential for employee well-being but also a legal requirement. The guide includes checklists and risk assessment tools designed to help businesses understand how they can comply with these obligations and implement effective crime prevention policies.
Retailers are encouraged to use the guide’s resources, including templates and checklists, to tailor their security measures to the specific needs of their business. The WSPS and RCC are available to provide further support and guidance.
