We’re featured in the Crichton Magazine Autumn/Winter News
StaffSafe® is proud to reveal our new-look QSR control panel. Why not take a look…
This fronts the ultra-fast connectivity and advanced technology behind our system, used by the major fast food retailers in the UK, that puts retail staff in immediate 2-way contact with our highly trained professionals who intervene, take control, and provide reassurance in dangerous and life-threatening situations.
Our system is used by all the major brands working in the quick service restaurant sector in the UK and the new pictured control panel provides even more streamlined and customisable features. For example:
Audible Assistance for personalised or pre-recorded warnings
Silent Assist – where any sound or audible alert could make a situation worse, our staff become the eyes and ears to support your staff and get the right help
ASB and Lockdown – our staff will have worked with you on an agreed response to your most common problems and requirement, from intervention in anti-social behaviour to an immediate lockdown procedure
Restaurant closing – a routine customer announcement that allows your staff to get on with the job in hand and without any difficult situations
If you’d like to find out more, we’d be happy to talk to you…
Lyam McGowan – StaffSafe Hero December
Lyam is an experienced member of our team in our support centre. Here, Lyam tells us how he was able to support convenience store staff in a distressing and potentially dangerous situation. Well done for using your experience and expertise to bring a quick and satisfactory conclusion to an incident.
“When I received a call from a convenience store, it became apparent on CCTV that a fight had broken out inside involving around six young people. I read the warning script into the store to them through the two-way communication system, trying to get them to disperse whilst alerting the emergency services on a 999 call.
I was then concerned when I saw a staff member attempting to intervene and split up the fight. Although I could not see any weapons, we know from our experience that the use of weapons is becoming more prevalent in this type of situation and that the risk to safety is increasing all the time. So, I advised the staff member as quickly as possible to keep himself of harm’s way and that help, via the police, was on its way.
The police had advised me that they were travelling to the scene on an immediate response and this provided a reassurance to the store staff and other customers. As the incident was taking place, I was able to describe this to the police in real time, along with a detailed description of all those involved in the fight.
Thankfully, the police arrived on site very quickly, bringing the incident to an end and taking control of the situation.
This was a challenging situation where I was able to intervene, interact and assure. There was so much happening very quickly and it was very distressing and emotionally charged for the staff members and other customers. Yet I was able to quickly assess the scene. I was very relieved when the staff member took my advice to not get physically involved and to keep safe by keeping away from the incident. My experience and the CCTV proved invaluable here. Our priority is always safety.”
Employees who work alone, often outside of normal working hours, can find themselves in difficult situations with only their own initiative to rely on and, if something bad happens, it can be hard to get help.
Our StaffSafe Hero for this month is senior response operator Cáelainn Rafferty who gave valuable support to a female lone worker in a high street bookmaker’s when she found herself in such a situation recently.
Cáelainn responded to a StaffSafe activation from the woman who was checking the building towards the end of her shift as part of the lockdown process. As soon as the system was activated, Cáelainn was able to start two-way verbal communication and she could see the woman via the CCTV link. She could tell immediately, from the woman’s tone and body language, that she was panicked. She had gone to check the toilets but could not get the door open and believed someone was inside.
Cáelainn assured the woman that she could see what was happening via the CCTV and that she would stay with her on the call to give her support for as long as was needed. As the situation progressed, the staff member became more and more distressed when there turned out to be a man passed out in toilet behind the door. He wasn’t responding and the employee wasn’t able to open the door to give assistance.
As the woman’s panic grew, she was becoming very short of breath and Cáelainn could see that she was very heavily pregnant. This situation was therefore clearly putting the woman and her unborn baby at risk too. Cáelainn explains:
“My main priority was to keep the staff member safe and calm by taking control of the difficult situation. I reassured her and gave her the confidence that I was going to get help for both her and the man who had collapsed in the toilet. I called for an ambulance and clearly, quickly and efficiently explained the severity of the situation to them so that they could assess and help accordingly. I also contacted the company’s security team so that they could notify the woman’s manager. To further comfort the woman, I also asked her if she would like to call someone from her mobile who could come and sit with her while she waited for the ambulance.”
The woman felt a huge sense of relief that she was not faced with having to deal with this situation on her own and thanked Cáelainn many times over before the ambulance arrived.
Cáelainn’s experience, calmness, clear communication and ability to respond appropriately were invaluable in this difficult situation. A well deserved award, and well done.
We congratulate our StaffSafe Hero for September, our senior response operator Adrian Bates. Recently, he used his experience to provide vital covert support by monitoring CCTV and giving a real time report to police while armed robbers violently threatened frontline staff in a convenience store…
Adrian helped in a violent and potentially dangerous armed robbery
When armed robbers entered a local convenience store, one staff member was able to activate their silent wrist trigger, immediately linking the store and the staff to Adrian in our monitoring centre through the StaffSafe® system. StaffSafe®’s two-way connectivity enabled Adrian to see the armed robbery as it was happening and the offenders who were shouting threats of violence and demanding the contents of the till and cigarette kiosk from the staff.
The CCTV showed two men at the till area armed with knives, and another who was at the door acting as a lookout. Adrian was aware that the staff were extremely distressed and tearful while trying to meet the robbers’ aggressive demands. This was obviously an extremely frightening and distressing situation for them. Adrian knew well that his first line of support needed to be carried out in silence, without audio and visual communication into the store from him, to reduce further risk to the staff.
Essential information for rapid police response
Adrian could hear the staff in distress as the armed men threatened them with stabbing and murder. However, his approach meant that he was able to provide clear and detailed information to the police as the situation developed. This helped the police to provide an appropriate and prompt response, as Adrian alerted them to the robbers leaving the building, with descriptions of the men, the type of vehicle they were in, and their direction of travel.
As soon as the offenders had left the building, Adrian’s activity turned to reassurance and support for the traumatised employees. He connected over the speaker to assure them that they were being closely monitored and the police were on their way.
Providing the right support and reassurance during and after the incident
At a time when staff were distraught and in shock it was still an essential part of Adrian’s role to ensure that safety measures were put in place and other practicalities such as locking doors and not disturbing the crime scene, and Adrian managed this with complete sensitivity.
Adrian sums up the call: “The police were able to be on site very quickly and thankfully, although they were all still extremely distressed, the staff were unharmed physically. I believe that staff are instantly reassured when they hear a StaffSafe operator’s voice and are reassured that we have been working in the background to support them through a very difficult time. Staying on the line and offering support and reassurance until the police can get there and talking with them about the event not only keeps it fresh in their minds for evidence but the staff also seemed more relaxed that someone else was, in a way, taking control of the situation.”