Understanding S.A.F.E.R and A.S.C.O.N.E

As a retail security officer, you must always remain professional and courteous at all times. At any points of conflict situation, you must follow the SAFER approach.

S –  Stepping back from the situation allows you to see things more clearly and provides more time to think rationally.

A – Assess the situation for potential dangers to yourself and others.

F – Find Help with the most appropriate person for the situation, you may need the store manager, emergency services, a colleague or customer.

E – Evaluate all options that are available to you.

R – Respond appropriately, depending on the threat.

Furthermore, all abuse, injuries and near miss must be documented and reported.

Force may be used only as a last resort

As a security officer you may use such force as is reasonable in the circumstances for the purposes of:

• Self-defence.
• Defence of another.
• Defence of property.

You can reduce many potential conflict situations in retail, by making sure that you follow company procedures and reduce the number of wrong stops.

One of your main focus as a security officer should be to follow ASCONE before stopping a customer to check whether they have paid for the goods.

Please make sure to familiarize yourself with ASCONE.

A – Approach This is when you see a customer approach an item in a suspicious way.

S – Selection This is where the customer selects the item and picks it up.

C – Concealment This is when we see the customer take an item and conceal it. Whether that be in a pocket, bag or under the trolley.

O – Observation This is extremely important; a 100% observation must be maintained throughout as any loss of sight might give the opportunity for the goods to be discarded

N – Non-payment This is when the customer is at or is walking past the tills and has not paid for the item and with no intention of paying for the items.

E – Exit Once the person has past all points of sale and is continuing towards the exit, it is now you need to approach them as they are committing theft.

Please remember for A.S.C.O.N.E to be compliant, the full process needs to be observed from start to finish. Furthermore, you must never complete a search on your own. Female colleague must be present and must carry out the search on females. All searches must be documented and reported.

When a stop has been made there is a duty of care to the person being stopped. If this person is a child or juvenile, there are special legal provisions that must be followed.

A child or juvenile in England, Wales and Northern Ireland is a person under the age of 17 years. In Scotland, it is a person under the age of 16 years.

Children and juveniles must not be allowed to leave unless they have been handed over to the care of an appropriate adult:

Parent.

Legal Guardian.

Police.

Social worker.

If in doubt, refer the matter to your line or Store Manager.