In a recent incident that has sparked widespread media attention, a security guard in Toronto was charged with assault following a confrontation with a customer at a local Dollarama store.
Not only did this incident result in legal and reputational consequences, it has also helped shine a light on an ongoing discussion about the level and quality of training being provided to security guards in Ontario. While there appears to be a general consensus that security guards need significant training in order to be able to safely and effectively perform their duties, there remains little appetite for organizations to invest resources in providing it.
As more companies move towards a hands-off approach to security, proper training in communication and de-escalation skills becomes even more essential. Security guards must also have a clear understanding of their legal authorities when it comes to using force and making arrests, as well as learning decision-making skills in order to protect themselves and their employers from liability. This blog post explores why proper training is indispensable for keeping people safe, respecting human rights and dignity, and managing liability risks.
Overview of the Dollarama Incident
Youtube video:
Dollarama security guard charged over incident with customer caught on camera
On October 22, 2024, a man attempted to enter the Dollarama store at 149 Sherbourne St. in Toronto. He had spilled coffee in his bag, so the security guard at the entrance asked him to leave it outside. The man refused, leading to a physical altercation, some of which was captured on video by another customer. That video has since been posted online and used by various news agencies.
In the video, the customer can be seen on the ground, being hit in the head by the security guard. The customer who took the video stated in a news story that most of the assault took place before he started to record.
According to the customer, the security guard ripped the victim’s shirt, put his hands around his neck to hold him against the wall. The security guard then began to punch the victim in the face repeatedly. At some point the victim spat on the security guard, which led to a further escalation. The customer fell to the ground, where he was kicked and punched by the security guard. The incident led to the security guard being arrested and charged with assault.
The public’s reaction was swift and critical. Questions are being raised about what training this security guard has been provided, whether it was adequate, and whether the security guard followed it. While this post is not intended to criticize the security guard’s conduct directly, there are no respectable training programs out there that promote the level of force used, given the apparent circumstances of this incident.
As a result of this incident, both the security company who employed the security guard, and Dollarama are facing scrutiny, not just for the security guard’s actions, but for their policies and training programs. This incident is a cautionary tale for the entire security industry, emphasizing the need for proper training for security guards in the skills they really need to be able to fulfill their duties safely and effectively.
The Shift Towards a Hands-Off Approach
In recent years, many companies have adopted a more hand-off approach to their policies and procedures for their security staff. This approach is intended to minimize physical interactions with customers and potential offenders, primarily to reduce liability and ensure safety. The main reasons for this shift include:
- Legal Liability Concerns: Physical confrontations can lead to injuries, criminal charges and civil actions against the guard and their employer.
- Reputation Management: Companies are motivated to avoid the negative publicity associated with violent incidents and confrontational situations. The Dollarama incident is an example of exactly the type of publicity companies aim to avoid.
- Safety Priorities: Ensuring the safety and well-being of customers, staff and security personnel is of paramount importance.
While these are legitimate and important considerations, taking a hands-off approach does present several challenges:
- Enforcement Limitations: Guards may find it difficult to manage aggressive situations safely without any physical intervention. The power of deterrence is also diminished when would-be offenders know that security will not intervene or arrest.
- Increased Dependency on “Soft Skills”: In the absence of a physical intervention option, there is a greater need for advanced communication and de-escalation skills if security guards are to remain effective in their roles.
With proper training in conflict management, legal authorities and use of force, security guards will be equipped with the skills needed to handle conflict, prevent unnecessary escalations and maintain safety, without resorting to force. Without it, when placed in high stress situations, they will be required to rely on whatever self-regulation and communication skills they already have.
Importance of Conflict Management
Conflict management is the foundation of effective security work. This is especially true within a hand-off policy structure, where security guards are more limited in their enforcement options. Conflict management involves strategies for preventing, de-escalating and resolving disputes peacefully. The key components include:
- Effective Communication: Understanding the communication process, including active listening, empathy and clear messaging to understand and address concerns.
- De-Escalation Strategies: Recognizing signs of escalation and aggression, and employing specific techniques to calm the situation.
- Problem-Solving Skills: The ability to assess the situation and determine objectives, then using that information to work towards mutually acceptable solutions to resolve the issue.
While few details are known, in the Dollarama incident, good communication may have significantly altered the outcome. The altercation began with a verbal interaction, which quickly led to an escalation to physical force. The use of conflict management and de-escalation strategies may have resulted in a mutually agreeable solution to the leaky coffee issue. Additionally, the application of strong assessment and problem-solving skills by the security guard may have provided insight into the available options, as well as the risks associated with them. In hindsight it is easy to see that the choices made by the security guard were poor, but in that moment, he believed they were the right ones. Unfortunately, it was the decisions made in the moment that have resulted in his criminal charges and future challenges.
The Ontario Use of Force Model
The Ontario Use of Force Model is the current framework being used by the Private Security and Investigative Services Act (PSISA) to help security guards in Ontario to make appropriate decisions regarding the application of force. The model includes an assessment process, followed by a continuum of response options, ranging from mere presence, to lethal force. Depending on the subject’s behavior, along with other factors, the security guard selects the most appropriate response option for the situation at any given moment.
Response Options:
- Officer Presence: The presence of a uniformed security guard acts as a deterrent to misconduct.
- Communication: The use of verbal and non-verbal skills aimed at gaining cooperation.
- Soft Physical Control: The use of low level physical control such as escorting, restraining and joint locks.
- Hard Physical Control: More forceful techniques, often involving striking, intended to gain or maintain control. Examples include knee strikes, palm heel strikes and elbow strikes.
- Intermediate Weapons: The use of objects such as batons and OC Spray, which are not intended to cause serious bodily harm or death to the subject.
- Lethal Force: Any action that is likely to cause serious bodily harm or death. Examples include firearms, baton strikes to the head and chokes.
With a hands-off policy, greater emphasis is placed on the lowest level response options, officer presence and communication. This illustrates why it is so important that security guards be highly trained in these areas. Still, it is equally important that they understand when higher levels of force are legally justified, and how to determine the appropriate level. Even in minimal force environments there may be situations, such as for personal safety, where the application of reasonable force is necessary. Security guards must be trained to make these judgment calls appropriately.
Understanding Legal Authorities
Security guards in Ontario operate under specific legislations that indicate their authorities and limitations.
Legal Framework:
- Powers of Arrest: Under the Criminal Code of Canada and Ontario Trespass to Property Act, security guards have the same power of arrest authorities that all private citizens have. These powers are limited in scope compared to that of peace officers.
- Use of Force Authorities: The Criminal Code also provides a series of use of force authorities for situations involving making arrests, preventing the commission of an offence, self-defence and defense of property.
In order for security guards to effectively perform their duties, they must align their decisions with both their legal authorities and company policy. They must make lawful choices, often under pressure, that are also consistent with policy. Failing to do so can lead to criminal charges, civil lawsuits and/or employment-related consequences.
Liability Considerations
Types of Liability:
- Criminal Liability: The Criminal Code of Canada states that the unlawful or excessive application of force can result in criminal charges against the security guard.
- Civil Liability: Victims may sue the security guard and company for damages resulting from excessive or unnecessary applications of force.
- Employment Consequences: Involvement in incidents that violate company policy can lead to job loss or other disciplinary actions.
Impact on Employers:
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- Reputational Damage: Incidents can erode public trust and harm the company’s brand and image.
- Financial Cost: Legal fees, settlements and increased insurance premiums can have significant financial implications.
- Regulatory Scrutiny: Companies may face increased oversight or penalties from regulatory bodies.
While hands-off policies are largely intended to address these risks, they can create new ones. For instance, failing to act in certain situations can lead to allegations of negligence. There are increasingly common reports of large scale theft occurring, often caught on video, which leads some to question the purpose of having security there at all.
The Necessity of Comprehensive Training
The entry-level mandated training that currently exists has gaps that leave security guards ill-prepared for the real-world complexities of their roles. These gaps can include a lack of emphasis on conflict resolution and communication skills, as well as legal authorities and effective decision-making.
Benefits of Enhanced Training:
- Improved Safety: A security guard’s ability to quickly assess situations and make appropriate decisions reduces the risk of harm to themselves, staff and the public.
- Professionalism: Elevates the standard of conduct and increases the value that the private security industry provides.
- Legal Compliance: Ensures that actions taken are within legal and ethical boundaries, reducing the risk of legal repercussions.
Conclusion
The incident at Dollarama serves as a stark reminder of the dangers associated with putting people into positions of authority without also providing them with adequate training. Proper training ensures good decision-making and better outcomes. As the security industry continues to move towards a more hands-off approach, the emphasis on conflict management and de-escalation becomes even more critical.
It is important that organizations provide their employees with the training that they need to perform their duties legally and ethically, in order to avoid the pitfalls discussed in this post. Security guards and organizations looking to enhance their skills and knowledge will find comprehensive training in all of these topics and more at securityguardcourse.ca. Investing in proper training is a proactive step towards preventing incidents like the one at Dollarama happening in the future, while providing for a safer environment for everyone.
References
[Global News]. (2024, October 25). Dollarama Security Guard Charged Over Incident With Customer Caught On Camera [Video]. YouTube. https://youtu.be/YJ1YyPrv7Ao?si=pLIonXv0A_oWrCB1