Suspicious Incident Awareness; Better preparing front line staff above and beyond Security

Front line staff such as customer service, and building operations personnel, alongside Security personnel may encounter persons seeking information about your facility security, specific company details, or personal information about employees. This includes questioning employees in person on or off site, over the phone, or via the Internet, including social media, with questions about building structures, systems, and procedures.  For example your Shopping Centre Security Dispatch Office receives a telephone call, from someone who pretends to be a student doing a school project on Shopping Centre Security, and requests detailed information about security operations. The conversation may appear innocent, but it may be designed to obtain sensitive information for an illicit purpose.  Trained and aware security staff, and all front line staff - should recognize this as suspicious and take actions to prevent the release of information, and report it. 

The following are examples of the types of suspicious incidents that may be encountered by front-line staff in your organization.  One of the most important lessons for staff experiencing these situations is to remain aware of the potential of security risks, and not to discount any observation of unusual behavior without reporting it for further investigation.

Observation / Surveillance / Photography

Observation or photography is not necessarily out of ordinary at certain tourist attractions, but the attendance of persons showing unusual interest in facility infrastructure and personnel may give rise to suspicion that warrants further investigation. A person making observations through binoculars, taking notes, drawing maps or diagrams of a facility, and taking photographs of entrances, building supports and infrastructure should raise suspicion.  

For example, while on routine patrol between 8:45 PM to 9:15 PM for the last three nights, the on-site Security Guard has noticed that the same individual has been window shopping in front of a jewelry store.  Upon closer investigation the individual is monitoring the closing procedures and security features of the jewelry store, and noting gaps in security presence.

Breaches/Intrusions

Unauthorized individuals attempting to enter a restricted area or system or protected site; includes through impersonation of authorized personnel (ex: police/ security, janitor)

10:23 PM While on routine rear corridor patrol, Security notes an individual who is well dressed, appears lost and states that he is looking for a public washroom.  Although seemingly innocent, the rear corridor system provides access to natural gas valves, electrical and mechanical rooms, and presents a target that would threaten the safety and security of the facility. 

Attempted Intrusion

Unauthorized individual attempting to enter a restricted area or system or protected site; includes through impersonation of authorized personnel (ex: police/ security, janitor)

A Security Officer observes a male dressed in construction clothes walking on the retail centre roof.  Although the man “looks” the part, the proactive Security Officer questions his presence and determines inaccuracies with the story of why he is on the roof. 

Theft / Loss / Diversions / Questionable Possession

Stealing or diverting something associated with a your facility, or possessing actual or fraudulent facility-specific articles (ex: uniforms, keys, access badges, identification, vehicles, technology, documents which are proprietary to the facility.

Operations Manager advises that one of his / her employees is missing three of his uniforms from his locker.  Manager further advises that he believes that his locker was left open during the evening.

Misrepresentation

Presenting false or misusing insignia, documents, and/or identification, to misrepresent one’s affiliation to cover possible illicit activity.

An individual enters the building and presents a business card stating they are from Ontario Hydro (Hydro Inspector) requesting access to the Main Electrical Room.  The male is wearing an Orange Construction vest and hard hat.

Testing of Security

Interactions with, or challenges to installations, personnel, or systems that reveal physical, personnel or cyber security capabilities.

Retail Patron reports to Security Supervisor that their bag was stolen from an area within the retail centre.  The patron requests to have someone review the Security Camera System for coverage of the area.  Patron is distraught regarding the missing items but seems more interested in the camera coverage than the missing items.

Testing of Emergency Services / Response

Apparent testing or observation of emergency services / response.

Security finds a suspicious package that is overly suspicious (almost purposely made to appear suspicious) so it will be investigated.  The response and evacuation process is then monitored to identify response capabilities, Emergency Equipment locations and possibly Emergency Services response locations and occupant evacuation assembly areas.

Express or Implied Threat

Making or communication a spoken or written threat to damage or compromise a facility / infrastructure (including employees/public)

A recently terminated employee – in apparent gest – makes a threat that they should “blow-up” the building.

Sabotage / Tampering / Vandalism

Damaging, manipulating, or defacing part of a facility/ infrastructure or protected site with malicious intent.

Minor damage reports may be a significant sign of a larger picture.  Example – Damage to perimeter lighting may occur to reduce visibility of CCTV coverage due to reduced light.  Damage of unknown origin may also be reviewed as suspicious.

Suspicious Substance

Discovery of an actual or possible unknown substance (such as a powder, liquid, solid, or gas) at or near a facility

While on routine patrol, Security Officer notices a box with obvious oil stains with numerous words on the box that are not common to the environment and contains an unknown liquid in a plastic bag. 

Suspicious Item / Package

Discovery of a suspicious unattended item/package at or near a facility

The discovery of a suspicious item / package is often disregarded as simply that – suspicious with no threat.  A dirty gym bag is noticed along the exterior perimeter of the shopping centre.  The bag is old and dirty contains a length of dirty rope and two used gloves.

Conclusion

The above examples are snapshots of the myriad of possibilities that may be encountered by your facility staff.  The responses to these security concerns may be just as varied, depending on the circumstances and the risk potential.  A clearly established policy and an increased level of training and awareness will strengthen the effectiveness of your organization's security program.  The engagement of all staff on the front-line of your organization will further enhance your organization's resilience to withstand potential safety and security threats.  Continual planning and execution of well defined policies based on real-world experience and industry's best practices greatly improve the efficient management of risk in your organization.

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