Tesco security SOP

Outsourced Client Solutions - Ireland Tesco November 2016
ASSIGNMENT INSTRUCTION
Retail SOP
Address: : Tesco Ballyfermot, Upper, Ballyfermot Rd, Ballyfermot, Co.
Dublin, Ireland
Working Hours: 63
Number of Officers Assigned: 2
Security Company Contact: One Client Solutions (OCS) 01 7047700
Approval
The signatures below confirm that Tesco and OCS agree that these Assignment
Instructions cover the scope and procedures employed to provide security.
These instructions will apply to all Tesco stores in the Republic of Ireland where
security is provided by OCS. Annex A provides for site specific instructions
requested at a local level. These instructions can include additional tasks or changes
to procedures. Annex A must be approved by OCS Management.
Tesco is reminded that risks are assessed considering duties, type and numbers of
staff. Under no circumstances are Tesco to alter security staffing levels or
assignment instructions without the authorisation of OCS management. Any
alterations shall be documented and endorsed as soon as practicable.
Name Position Date Signature

OCS Senior Ops
Lorraine O’Neill 28.3.2017
Management Manger
Review Date Name Position Date Signature
28.03.2018 Lorraine O’Neill Senior Ops 28.03.2018
Manager
Review Date Name Position Date Signature
28.03.2019 Lorraine O’Neill Senior Ops 28.03.2019
1
Manager
Contents
Code of Conduct 3
Commencement of Duty 4
Tasks Whilst on Duty 5
Patrols 5
Requesting Person/s Leave the Premises 6
Shoplifters 7
CCTV Monitoring 8
Electronic Article Surveillance (EAS) 8
Self-Scan Non-Payment or Miss-Scan 9
Trolleys and Baskets 9
Dealing with Children 9
Tesco Employee /Visitor and Contractor 10

Searches
Communications 11
Command and Control 13
Emergencies 13
Fire 13
Threats from Extremists 13
Accident or Incident 14
Evacuation 14
Emergency First Aid 15
Robbery 15
Needles, Sharps and Body Fluids 16
Health and Safety 16
Welfare and Tesco Facilities 16
Forbidden Actions 17
End of Duty 17
Duties of Senior Security Officer 18
Annex A Site Specific Security Duties 19
2
Code of Conduct
All security employees shall, under the terms and conditions of employment:
a) Complete the required tasks promptly and diligently, unless there is due and
sufficient cause not to.
b) Remain at their place of work unless permission to leave is given by an authorised
officer of the security provider or there is sufficient cause.
c) Ensure that all oral or written statements made by them, of whatever description,
are true and accurate.
d) Maintain carefully all documents and ensure that any alterations, disposal, or
erasure of documents is carried out only with proper authorisation.
e) Maintain confidentiality on any matter relating to the employer or his clients either
past or present.
f) Maintain a very high level of personal integrity, and be scrupulous in accounting for
keys, money or property received in connection with the employer's business.
g) Extend courtesy to persons encountered in the course of work, ensuring that any
exercise of authority is only that required in connection with the employer's business.
h) Ensure that any actions taken by them are such as not to bring discredit on the
employer, the client or fellow employees.
i) Wear the employer's uniform, and use his equipment and identification only with
the employer's authority.
j) Ensure that they are not under the influence of, or consume alcohol or restricted
drugs whilst at work.
k) Immediately notify any conviction for a relevant criminal offence or motoring
offence to the employer.
l) Not allow unauthorised access to a client’s premise.
m) Ensure that they use employer's equipment or facilities and client’s equipment or
facilities only with authorisation.
n) Continuously satisfy the requirements of PSA licensing.
o) Wear a correct identity badge or licence card, as prescribed by the PSA, at all
times whilst on duty.
3
1.0 COMMENCEMENT OF DUTY
1.1 Security Officer
 The following actions where applicable are to be completed at the start of the
duty period:
o Ensure that on-site training and familiarisation training for the security
officer has been delivered for the site.
o Wear the uniform provided ensuring the organisations insignia is

displayed.
o Obtain a brief from the off going Security Officer or the Tesco Manager
when no Security Officer is present.
o Equipment including PPE which the Security Officer is responsible for is

accounted for and serviceable
o Sign in Duty Report/Opening Closing Procedures.
o Log on to Time Guard.
o Display identity badge which must be clearly visible at all times and
displayed on the upper torso (above the stomach and below the neck).
The following is not acceptable:
 Hanging the badge from a belt around the waist.

 Clipping the badge behind a neck tie.
 Placing the badge in a shirt pocket or jacket pocket.
 Placing the badge under a jumper or jacket.
o Communications check other security and Tesco staff.
o Complete the duties specified for Opening Procedures
4
1.2 Initial Patrol
 A patrol must be conducted at the earliest opportunity to check the following:
Walk the red route instore
o Current customers on the premises.
o Hazards associated with fire (e.g. Exits/extinguishers), safety (e.g.

housekeeping such as slips trips and falls) and security (e.g. EAS and
CCTV operation, display cabinets are locked and secure) .
2.0 TASKS WHILST ON DUTY
2.1 Patrols
 The Security Officer will patrol the premises at irregular intervals to check:
Walk the red route instore
o Loss prevention
o Early signs of conflict.
o Intoxication and behaviour issues
o Hazards associated with safety and security.
o Compliance of smoking legislation
o Issues raised by Tesco’s employees
 Officers must regularly patrol the car park and exterior. Officers should check:
o Waste bins and grit bins for hidden stock.
o Building Damage (Caused by Haulers or Vandalism)
o Fly Tipping
5
2.2 Requesting person/s leave the premises – Invitation to Shop in Store has
been Withdrawn
 The Security Officer is to periodically adopt a position at the entrance to the

premises to show a presence and greet customers. Whilst at the entrance it
may be necessary to refuse entry.
 Property includes all land and buildings controlled by Tesco.
 The Security Officer is to use the Trespass law and ask the individual/s to
leave. The request, where possible should be discreet. Politely inform them
that their “invitation to trade has been refused”.
 If the individual/s question the reason, avoid arguments by using a phrase

such as “the store reserves the right to refuse admission” or if they are
being disorderly “because your behaviour is unacceptable”.
 The Security Officer is to be certain of the identity of barred persons before

approaching them. A false accusation may lead to legal action (defamation)
against OCS and Tesco.
 If the individual/s refuses to leave the Security Officer may use reasonable
force. The use of force is the last resort and only to be used in exceptional
situations.
 Force is not to be used on any individual who is believed to be less than 18

years of age unless there is a threat to life or damage to property.
 The Security Officer is to ensure that personal safety is not compromised

when requesting persons to leave the premises. Safe systems of work must
be followed: maintain a safe distance from the person/s and must not venture
externally more than two metres from the entrance door frame. If the Security
Officer assesses potential conflict he/she is to seek assistance from Store
Management before approaching the individual/s.
o Call the Garda if individual is believed to be less than 18 years of age.
o Where practical inform Tesco Management of your intended actions and

follow instructions.
o Call for support (Security/Management/Garda) if there is a risk of harm to

security, staff or patrons.
o Stay within CCTV coverage where possible.
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o Ensure female member of staff is witness if a male security guard has to

remove a female.
2.3 Shoplifters
When customers are acting suspicious always make them aware of your presence,
the goal is to deter theft or cause them to dump items, therefore preventing an
arrest. Deterrence is best done by:
o Making eye contact, whilst calling store management on the radio (request
assistance to the aisle without referring to shoplifter to avoid defamation).
o Greeting them
o Following them
Remain vigilant, they may dump items, no arrest necessary but put items on the
system as recovery.
Occurrences where suspected shoplifters are deterred must be recorded in the Duty
Report/Opening Closing Procedures. Details including time, location and description
of persons must be included and recorded on the Tesco Hi com system.
Correct procedure must be observed when arresting a shoplifter

All principles of ASCONE must be in place
o Approach the item
o Select you must observe the item being selected
o Conceal you must observe the item/s being concealed
o Observe you must continue to observe the suspect 100% whilst in the
store. of the time until leaving the premises without paying
o Non-Payment you must observe the person not paying for the item/s at
any pay points in the store.
o Exit You must observe the person attempting to exit the store.
o The security officer must never go alone to make the arrest you must have
a colleague, or a Tesco Duty Manager must always be present.
o Approach the suspect within 3 metres of the exit door and identify yourself
with PSA licence.
o The Security Officer must be sure that the suspect has committed an
offence and there is no possibility of wrongful arrest.
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o If the suspect refuses to return to the premises and shows any sign of
aggressive behaviour the security officer is to end the arrest process,
disengage, and warn the suspect that CCTV will be forwarded to the
Gards.
o At no stage has the Security Officer to put their hands on the individuals
or use any force.
o If the suspect agrees to return to the store then they are to be taken to the
designated office with CCTV and escorted by two persons at all times. If
the suspect is female then one of the two escorts must be female.
Searching may only be conducted in the office and with consent.
o The Gardaí must be called as soon as possible. Obtain the Garda Officer’s
name and number. Ask the Garda their estimated time of attending and
whether you should detain the suspect until they arrive. The Security
Officer is to contact the Garda and ask for advice if the Garda do not arrive
within the time given. All details must be recorded.
o In the event that the Shop Manager or a Tesco staff member requests you,
the security officer to approach a customer regarding a suspected theft,
you must immediately advise the staff member that you are not permitted
to approach the customer as you have not observed the theft but that you
are quite happy to accompany the member of staff while they approach
the customer
o Where an arrest has occurred please obtain the training receipt and put it
on the Hicom system at the earliest convenience.
o You must never stop a customer unless you are 100%

SURE you have all principles of ASCONE.
o You must never rely on second hand information.
Approach/Selection / Concealment/ Observation/ Non-payment &

Exit.
8
2.4 CCTV Monitoring
Training for CCTV operation will be conducted during initial on-site training.
Target training to be conducted by Tesco for appropriate stores.
The Security Officer will monitor CCTV as detailed by the Store Manager.
Security Officers must follow the procedure in para 2.3 (dealing with shoplifters)
when using CCTV as evidence.
Recognisable images captured by CCTV systems are “personal data". They are
therefore subject to the provisions of the Data Protection Acts.
o CCTV must only be used for the purpose it is intended; crime prevention
including the capture of images, of intruders or of individuals damaging
property or removing goods without authorisation.
o Security Officer must prevent unauthorised access to the system.
o Access to or downloading of images to third parties (e.g. Gardaí) must be

authorised by Tesco or OCS Management. (See Data protection process)
2.5 Electronic article surveillance (EAS)
When EAS alarm is activated and the customer does not stop, the Security officer is
not to approach the customer.
When EAS alarm is activated and the customer stops, the Security officer is to
approach the customer. Under no circumstances should a customer be accused
of stealing. Using a quiet and clear tone, discretely say:
“I’m terribly sorry, we may have made a mistake and forgotten to remove a stock
control tag on your purchases. Would you like to come with me to Customer Service
Desk and we will remove the tag?”
o Do not ask for receipt
o Do not touch the purchases or the customer
o Direct the customer to the Customer Service Desk
o Alert a member of staff at the Customer Service Desk that the customer is
waiting
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o Enter details in AES activation log
o Return to security duties and let Customer Services deal with the problem
2.6 Self-scan non-payment or miss-scan
The Tesco Self Scan Supervisor or Checkout Line Manager will always approach the
customer first. The Security Officer will assist if required.
2.7 Trolleys and Baskets
Remind customers attempting to take trolleys beyond the store property i.e. Car
parks, that this is not allowed and that the trolleys are Tesco property.
Remind customers attempting to take baskets beyond the store entrance that this is
not allowed and that the baskets are Tesco property.
The Security Officer is never to use force to recover trolleys or baskets.
2.8 Dealing with Children
A child is a person under the age of 18. The Security Officer is to treat interactions
with caution.
Arrest of a Child Procedure
o Must ask the child if their parents or guardians are in the store or close by. If a
responsible adult is near, offer to contact them to inform them of the situation.
o Do not make physical contact with the child unless protecting life or
preventing serious damage to Tesco property.
o Do not be alone with the child, a second person (Security or Tesco staff) of
the same gender must be present at all times.
o Must treat situation with sensitivity, child may become distressed and
frightened.
o Any area that the child is detained must be covered by CCTV. Do not close
the door of any room where the child is kept unless the public can see through
the door.
o The Gardaí must be called as soon as possible and informed that the
suspect is a child. Obtain the Garda Officer’s name and number. Ask the
Garda their estimated time of attending and whether you should detain the
suspect until they arrive. The Security Officer is to contact the Garda and ask
for advice if the Garda do not arrive within the time given. All details must be
10
recorded.
o Do not search the child or their possessions
o Must ask the child for a contact number of a parent/guardian.
o Must contact parent/guardian if the child provides details.
o Must allow the child to speak with their parents/guardian at any time during
the detention.
2. 9 Searches of Tesco Employees and other visitors
Tesco have a search policy, it states that they will search 10% of their employees /
colleagues on a weekly basis and these searches must take place every day
Monday through to Sunday.
(This policy also adheres to any visitor and contractor that visits the site).
The search of the person will be a visual search only, with the person being
searched complying to the Tesco Managers instructions, failure by the person to
comply to these instructions will be dealt with by Tesco’s under their employee /
visitors /contractors’ guidelines. Possessions including vehicles may be either
visually or physically searched.
Process to be adhered to
Any person to be searched must first be asked if they give their permission to be
searched. (if the colleague or other person agrees to the search) they will then be
asked to press the search randomiser which will either turn green or red, if it turns
red the person has been selected randomly for a search.
The Tesco Manager will ask that person to be searched if they would like to be
accompanied by colleague during the search.
The search will be conducted by the Tesco manager and OCS S/O will only observe
the search being carried out.
Searching is to be conducted in an area designated by the Store Manager and

where possible in view of CCTV.
When the search is completed ensure that the Staff Search Book has been signed.
Never carry out staff searches alone always make sure a Duty Manager is present.
3.0 Communications
The following communication facilities are available to Security Officers:
 Radio handset which is monitored by Tesco in store Management

11
 Time Gate System.
The Security Officer will log in to the Time gate system at the start of the duty.
The Security Officer will log out to the Time gate system at the end of the duty.
An escalation procedure is followed in the event of Security Officer’s failure to log In

or out to the Time Guard system. See next page.
12
4.0 Command and Control
o The command and control function is to provide support, assistance

and guidance to Security Officers and is fulfilled by the Tesco
Management and the monitored control centre. The following numbers
are manned 24 hours 7 days a week and can be used to contact
o Monitored control centre - 1 800 80 43 71
o OCS Management for advice 24/7 - 087 322 7755
5.0 Emergencies
 General response to an emergency
o Assess the situation
o Report to emergency services and supervisor/Tesco Management
o Assist distressed or injured
o Record details when safe to do so
5.1 Fire
 On discovering an outbreak of fire or receiving a report of an outbreak the

Security Officer is to:
o Raise the alarm
o Inform the fire brigade
o Evacuate the area
o Fight fire if qualified and it is safe to do so
o Secure the area to stop people entering
o Assist emergency services
o Compile a detailed report including details of witnesses
 Make no effort to tackle a fire without reporting first and requesting assistance
13
5.2 Threats from extremists
 Threats may be from terrorists, disgruntled patrons or extremist groups.

Threats may be physical such as suspicious packages or verbal such as a
warning via telephone.
 Any form of threat is to be treated as real and the Tesco Management is to be

informed immediately.
5.3 Accident or incident
 When a Security Officer discovers or is made aware of an accident or incident

he/she is to where necessary:
o Ensure the area is free from hazards and danger
o Assess the situation and take immediate initial action
o Report to Tesco Management and ask for assistance if required
o Secure area
o Preserve evidence
o Identify and record details of those involved and witnesses
o Do not admit liability
o Write a detailed report
o Major incident such as those involving physical harm, robbery, evacuation of

premises, false arrest or possible litigation to be recorded in Incident/Accident
Book and referenced in Opening and Closing Procedures form. Inform
security Management during normal working hours or in the case of fatality
immediately (087 322 7755)
o Minor incident in Duty Report/Opening Closing Procedures
o Details to be recorded
o When it happened – Date/time

o Where it happened – Area of venue
14
o Who involved – Security/Patrons/Tesco/Emergency services

o What happened – Details of incident
o Why/cause if known – Reasons
o Actions taken – including who contacted and when
o Assist with follow up
5.4 Evacuation
 The premises may need to be evacuated in an emergency. The following

guidelines are to be followed.
o No person should have to go towards hazard
o Each route should be as short as possible and have the capacity to allow
speedy exit
5.5 Emergency first aid
 Emergency first aid measures are the initial steps on discovery of an injured
person
o Report details and ask for assistance from qualified person
o Assess the situation for hazards and danger
o Assess the injuries if safe to do so
o Identify the cause where possible
o Control and manage the area
5.6 Robbery
 Security Officers are to co-operate fully with instructions given by robber/s
o Assume weapon
o Tell robber you will co-operate
o Take command
o Avoid surprises
o Keep time to minimum
o Do not block robbers exit
15
o Activate alarm only when it is safe to do so or after robber has left
o Do not chase or follow robber
o Call police
o Ask witnesses to stay or get details
o Protect crime scene

5.7 Needles, sharps and Body Fluids
The Security Officer may discover or be alerted to the presence of needles,

sharps and body fluids during the duty, toilet areas have the potential to
attract addicts.
Security officers are not to handle or contact any needles, sharps or suspected
contaminated fluids. Security are to immediately inform the Store Manager on
discovery and ensure other persons do not come into contact with item.
The following procedure is to be actioned in the event of exposure to potentially

infectious material, a suspected needle stick, sharp, splash injury or other blood
contamination incident e.g. blood in eyes or mouth:
o If assisting a colleague wear PPE
o In the case of a needle stick injury make the wound bleed by applying
pressure (do not suck or scrub), and wash with soap and water.
o Cover wound with sterile dressing.
o In the case of a contamination incident, wash the mouth or eyes or nose

with cold water, or use an eyewash if provided; if contact lenses are worn
irrigate the eyes before and after removal of lenses.
o All contaminated items must be treated as clinical waste and disposed of

appropriately.
o Management must be notified immediately.
o Injured person to be transported to nearest A&E.
o Complete incident report form.
6.0 Health and Safety
 Security Officers are to read and fully comply with the security company’s
Safety Statement and Tesco safety policies.
16
7.0 WELFARE AND TESCO FACILITIES
o Facilities including ablutions, drinkable water and rest area are situated within
the premises
8.0 FORBIDDEN ACTIONS
Security Officers must never:
o Liaise with store staff in any non-professional manner
o Put out stock
o Work on tills
o Help de-card the store (i.e. flatten boxes)
o Be involved in any office or cash procedures unless authorised.
o Help customers load/unload trolleys or carry goods to a car
o Use their mobile phone whilst on duty
o Chew gum whilst on duty
o Smoke whilst on duty or within unauthorised areas
Any Security Officer found involved in any of the above will be removed immediately
from store and will not permitted to work in any other Tesco’s store.
This may also lead to dismissal from the company
17
9.0 END OF DUTY
 At the end of the duty period the Security Officer is to where applicable:
o Perform the Closing duties detailed in the Opening and Closing

Procedures Form supplied at the site. The form is to be completed and
filed for each period of duty.
o Sign out Draft Incident/Accident Diary with time assignment finished.
o Complete handover to relieving Security Officer.
o Sign out Time Gate System.
o Inform Security Management of any Major incidents that involve

evacuation, physical harm, false arrest or possible litigation.
o Where applicable provide security to staff during the closing and securing
of the premises
 Ensure the following documentation where applicable is completed and filed:
o Opening and Closing Procedures Form.
o Draft Incident and Accident Diary.
o Accident Reports
10.0 DUTIES OF SENIOR SECURITY OFFICER
When a supervisor is on duty he/she is to:
Ensure all Security Officers are present, fit for duty, correctly dressed and displaying
in date licence.
Ensure all necessary documentation is completed.
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Liaise with Tesco Management on all aspects relating to security.
Manage and conduct work activities in accordance with Health and Safety policies.
Record incidents and perform crime scene preservation
Conduct Health surveillance to include stress and physiological trauma in
555555555.0cidents and crime scene preservation
Annex A Site Specific Security Duties
Opening (start of duty)
___________________________________________________________
__________________________________________________________
___________________________________________________________
__________________________________________________________
Closing (end of duty)
__________________________________________________________
___________________________________________________________
__________________________________________________________
__________________________________________________________
General
___________________________________________________________
__________________________________________________________
___________________________________________________________
__________________________________________________________
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Outsourced Client Solutions - Ireland Tesco November 2016

Name Position Date Signature

Tesco Employee /Visitor and Contractor 10

1.0 COMMENCEMENT OF DUTY

1.1 Security Officer

o Wear the uniform provided ensuring the organisations insignia is

o Equipment including PPE which the Security Officer is responsible for is

o Sign in Duty Report/Opening Closing Procedures.

o Log on to Time Guard.

 Hanging the badge from a belt around the waist.

o Communications check other security and Tesco staff.

o Complete the duties specified for Opening Procedures

1.2 Initial Patrol

 A patrol must be conducted at the earliest opportunity to check the following:

Walk the red route instore

o Current customers on the premises.

o Hazards associated with fire (e.g. Exits/extinguishers), safety (e.g.

2.0 TASKS WHILST ON DUTY

Walk the red route instore

o Early signs of conflict.

o Intoxication and behaviour issues

o Hazards associated with safety and security.

o Compliance of smoking legislation

o Issues raised by Tesco’s employees

o Waste bins and grit bins for hidden stock.

o Building Damage (Caused by Haulers or Vandalism)

 The Security Officer is to periodically adopt a position at the entrance to the

 Property includes all land and buildings controlled by Tesco.

 If the individual/s question the reason, avoid arguments by using a phrase

 The Security Officer is to be certain of the identity of barred persons before

 Force is not to be used on any individual who is believed to be less than 18

 The Security Officer is to ensure that personal safety is not compromised

o Call the Garda if individual is believed to be less than 18 years of age.

o Where practical inform Tesco Management of your intended actions and

o Call for support (Security/Management/Garda) if there is a risk of harm to

o Stay within CCTV coverage where possible.

o Ensure female member of staff is witness if a male security guard has to

Correct procedure must be observed when arresting a shoplifter

o Approach the item

o Select you must observe the item being selected

o Conceal you must observe the item/s being concealed

o You must never stop a customer unless you are 100%

o You must never rely on second hand information.

Approach/Selection / Concealment/ Observation/ Non-payment &

2.4 CCTV Monitoring

o Security Officer must prevent unauthorised access to the system.

o Access to or downloading of images to third parties (e.g. Gardaí) must be

2.5 Electronic article surveillance (EAS)

o Do not ask for receipt

o Do not touch the purchases or the customer

o Direct the customer to the Customer Service Desk

o Enter details in AES activation log

2.6 Self-scan non-payment or miss-scan

2.7 Trolleys and Baskets

The Security Officer is never to use force to recover trolleys or baskets.

2.8 Dealing with Children

Arrest of a Child Procedure

o Do not search the child or their possessions

o Must ask the child for a contact number of a parent/guardian.

o Must contact parent/guardian if the child provides details.

2. 9 Searches of Tesco Employees and other visitors

Searching is to be conducted in an area designated by the Store Manager and

The following communication facilities are available to Security Officers: