A guard in downtown Toronto is working a late shift at a shopping mall. Near the entrance, a man is pacing back and forth, muttering loudly and swearing at no one in particular. Shoppers are nervous. Some avoid the entrance altogether. The guard approaches, knowing this situation could escalate quickly.
This type of encounter is becoming more common across Ontario. Security Guards working in malls, hospitals, transit stations, and other public spaces are often the first to deal with people experiencing homelessness or mental health crises. These situations carry high risk but also require compassion and professionalism.
In this post, we will explore the security guard’s role, the legal boundaries that apply, and the best practices for handling such encounters safely. It emphasizes both safety and dignity, two responsibilities that go hand in hand.
A Growing Reality for Security Guards
Homelessness and mental health challenges are not new, but their visibility in public and semi-public spaces has increased significantly in Ontario. In Toronto, more than 10,000 people use shelters or sleep outdoors on any given night. Emergency departments are overcrowded, with psychiatric admissions steadily rising. Police services across the province report a growing percentage of calls involving mental health crises.
For many of these individuals, security guards not police officers or medical professionals are the first people they interact with. Guards posted in hospitals may face distressed patients who leave waiting rooms. Transit security staff encounter people seeking shelter in stations during the winter. Mall guards regularly respond to individuals resting in food courts, often drawing complaints from customers or tenants.
This frontline exposure places guards at the center of a social issue far larger than themselves. While they cannot solve homelessness or mental illness, how they respond directly impacts safety, liability, and public perception.
Legal and Professional Boundaries
Ontario’s Private Security and Investigative Services Act (PSISA) defines what security guards are authorized to do. Guards are hired to protect property and ensure safety. They are not police officers, paramedics, or social workers. This distinction matters.
Key boundaries:
- Security guards do not have the same arrest powers as police. Under the Criminal Code of Canada, section 494, and Ontario’s Trespass to Property Act, guards have limited powers to arrest someone found committing a criminal offence or trespassing on private property.
- Security guards are not healthcare providers. They must not attempt medical or psychiatric treatment but should know when to call for help. However, first training is an important tool in a security guard’s toolbox.
- The PSISA Code of Conduct requires guards to act with honesty, integrity, and professionalism. Using unnecessary force or detaining someone unlawfully can lead to criminal charges or loss of licence.
Your duty is to maintain a safe environment, protect property, and escalate when required. If a person refuses to leave private property or poses a danger to themselves or others, police or paramedics must be contacted. Staying within these boundaries protects both the guard and the employer.
Understanding the Situation
The first step in handling these encounters is accurate observation. No two situations are the same.
Signs of a mental health crisis include:
- Confusion or disorientation.
- Extreme agitation or shouting.
- Withdrawal or refusal to respond.
- Talking to oneself or responding to unseen stimuli.
Homelessness adds another layer. Someone might be inside a building seeking warmth, food, or safety. This is different from someone attempting theft or vandalism. Trespassing may be involved, but intent matters.
The key is not to assume. A person sleeping in a stairwell is not automatically a criminal. A loud or erratic individual is not always dangerous. Likewise, a calm person is not always safe. Each situation requires its own assessment. Guards who jump to conclusions risk unnecessary escalation and potential harm and liability.
Core Principles of De-Escalation
Communication and de-escalation is a security guard’s most valuable tool in these situations. The goal is to reduce tension, not to “win” an argument.
Core strategies include:
- Stay calm and respectful: Your tone and body language set the tone of the interaction. Speak slowly, use neutral words, and avoid aggressive postures.
- Keep a safe distance: Maintain space to protect yourself and avoid making the person feel trapped. Sudden movements can increase agitation.
- Active listening and empathy: Show you are paying attention. Use short acknowledgments like “I hear you” or “I understand.” Do not dismiss their concerns, even if they seem illogical.
- Clear, simple communication: Give short instructions: “Please step over here so we can talk.” Complicated language or multiple demands create confusion.
- Know when to disengage: If the situation escalates beyond your control, step back and call for help. Your role is to stabilize, not to force compliance at all costs.
De-escalation takes patience, but it prevents confrontations that could lead to injury, liability, or reputational harm for both you and your employer.
Safety First: Protecting Yourself and Others
While compassion is important, safety is always the priority. Security guards must balance both.
Key safety measures:
- Situational awareness: Know your exits, the location of bystanders, and where backup is coming from. Always keep yourself positioned with an escape route.
- Protective equipment: Radios, panic buttons, and surveillance cameras are not optional; they are lifelines. Use them early, not as a last resort.
- Backup planning: Never underestimate a situation. Even someone who seems calm can become aggressive suddenly. Have a plan for how to retreat or restrain if necessary. This plan should be consistent with your legal authorities and organizational policies.
- Balancing compassion and caution: You may want to help, but do not ignore warning signs. Trust your training and instincts.
Safety means protecting yourself, your team, the public, and even the person in crisis.
When to Call Police, Paramedics, or Outreach Services
Not every encounter requires outside help, but knowing the thresholds is critical.
Call police when:
- Violence or threats are present.
- A criminal offence is being committed.
- Someone refuses to leave private property after being lawfully directed.
Call paramedics when:
- There is a risk of self-harm or overdose.
- The person appears medically unstable (e.g., unconscious, difficulty breathing).
- You believe immediate medical care is required.
Where possible, connect with community outreach services. In Toronto, Streets to Homes Outreach Services and similar programs can provide transport to shelters and access to resources. Many hospitals also have crisis teams who respond to psychiatric emergencies.
Always document what happened, times, locations, observations, and your actions. Accurate reporting protects you legally and helps supervisors and clients understand the event.
Training and Continuous Learning
Encounters with homelessness and mental health crises require skills that go beyond standard security duties. Training is essential.
Recommended programs:
Mental Health First Aid (MHFA Canada): Offers practical tools to recognize and respond to mental health problems.
Security Guard Course: Provides training in communication, de-escalation, and personal safety.
One4All First Aid and CPR Training: One4All teaches and provides a variety of certifications to suit your professional and personal needs as it relates to First Aid & CPR/AED
Employers should encourage this training, but guards also benefit personally from seeking it out. The more prepared you are, the safer and more confident you become. Professional pride comes from being ready for the challenges you face daily.
Conclusion
Security guards in Ontario frequently face complex and sensitive situations involving homelessness and mental health crises. These encounters require more than physical presence. They demand professionalism, empathy, and clear understanding of legal boundaries.
The main takeaway: your role is not to diagnose or punish but to protect, observe, and manage the situation until proper help arrives. De-escalation, safety awareness, and respect for human dignity are the most effective tools you carry.
As a security guard, you are more than a protector of property. You are a frontline contributor to community safety and dignity. Each respectful, professional interaction strengthens both your reputation and the trust placed in the private security industry across Ontario and Canada.
References
Canada. (n.d.). Criminal Code, R.S.C. 1985, c. C-46, s. 494. Consolidated as of April 8, 2025; modified August 28, 2025. Retrieved September 6, 2025, from Justice Laws Website: https://laws-lois.justice.gc.ca/eng/acts/C-46/section-494.html
Canadian Medical Association. (n.d.). Mental health first aid. Retrieved September 6, 2025, from Canadian Medical Association Physician Wellness Hub website: https://www.cma.ca/physician-wellness-hub/resources/training/mental-health-first-aid
City of Toronto. (2025, July 7). City of Toronto releases findings of 2024 Street Needs Assessment homelessness survey. Retrieved September 6, 2025, from City of Toronto website: https://www.toronto.ca/news/city-of-toronto-releases-findings-of-2024-street-needs-assessment-homelessness-survey/
City of Toronto. (n.d.). Streets to Homes Street Outreach & Support Program. Retrieved September 6, 2025, from https://www.toronto.ca/community-people/housing-shelter/homeless-help/streets-to-homes-street-outreach-support-program/
Ontario. (n.d.). Ontario Regulation 363/07: Code of Conduct (under the Private Security and Investigative Services Act, 2005). Retrieved September 6, 2025, from Government of Ontario e-Laws website: https://www.ontario.ca/laws/regulation/070363
Ontario. (n.d.). Private Security and Investigative Services Act, 2005, S.O. 2005, c. 34. Retrieved September 6, 2025, from Government of Ontario e-Laws website: https://www.ontario.ca/laws/statute/05p34
Ontario. (n.d.). Trespass to Property Act, R.S.O. 1990, c. T.21. Retrieved September 6, 2025, from Government of Ontario e-Laws website: https://www.ontario.ca/laws/statute/90t21