Unarmed security officers play a crucial role in maintaining safety and security at Verizon retail stores. Their responsibilities are designed to ensure a safe shopping environment for customers and a secure workplace for employees. This article outlines the key responsibilities and best practices for security officers stationed at Verizon retail locations.
Security officers must arrive on time, in full uniform, and ready to work. The uniform should be neat, clean, and have visible security markings. This professional appearance helps establish authority and trust with customers and staff.
While on duty, personal calls, texting, or web browsing are prohibited. Officers must remain vigilant, aware of their surroundings, and alert to any suspicious activity inside or outside the store. Upon arrival, officers should meet with the Verizon retail manager. If the store is not yet open, they should wait near the front entrance.
The primary purpose of a security officer is to provide a visible presence. Officers should position themselves inside the front door, greet entering customers, and make eye contact. Sitting is permissible when no customers are present or approaching the store from the parking lot or sidewalk. While sitting, officers should focus on the parking lot area. After sitting, a foot patrol along the store front is recommended.
Officers should coordinate with store management to determine an optimal seating location, which must face the store front and be in close proximity to the front entrance. As customers approach the store, officers need to be standing, highly visible, and near the front door. Visibility from the exterior and parking lot is essential in deterring criminal activity; therefore, seating should be kept to a reasonable minimum.
Once per hour, officers should step outside the door for 30-60 seconds to observe outside activity and continue to meet and greet customers. If a break is needed, notify a Verizon manager. Lunch breaks, a maximum of 30 minutes, should be taken in the store’s break room. Eating on the sales floor is not allowed.
At the end of the day, officers should depart with the last employee locking the store. If an officer must leave before the end of their shift, they should notify the retail manager, their branch manager, and the GSC at 800-551-1355.
Officers should never physically confront, detain, or chase a shoplifter. Instead, they should observe and report, documenting all details such as a description of the suspect(s), car, and license plate number. If encountering an agitated or angry customer, officers should engage in a kind and respectful manner. De-escalating the situation is the first priority, and physical force should be used only as a last resort in self-defense or to protect employees or customers.
Minimize non-essential conversations with customers and Verizon employees. Politely direct customers seeking assistance with a product to a store employee. Respond to merchandise alarms and assist customers with false alarms. In most situations, engage store management prior to calling 911 for police assistance. Call 911 immediately if a manager is not available, or if there is an imminent danger to the officer or a store employee.
Report all incidents to the Corporate Security Global Fusion Center (CSGFC) at 800-997-3287. For any questions, please contact the Verizon Security Guard Service Center at 800-551-1355.
SEP 2024