When theft is suspected, a security guard should call the police and observe the scene

Ontario Security: Handling a Potential Theft With Calm and Clever Steps

If you’re on duty and something suspicious happens—a shopper slips a small item into a bag, a stack of merchandise shifts in a cart, or a person keeps glancing toward exits—you don’t want to react out of fear or impulse. You want to react with clarity, care, and a plan that keeps you and everyone else safe. In most real-world scenarios, the right move is simple and smart: call the police and observe. Here’s why that approach matters, plus practical guidance you can put to work on shift.

Why the police, and why observing matters

Let’s start with the obvious truth: security guards aren’t typically authorized to physically detain someone or stop them in their tracks. Doing so can create legal risks for you and escalate tension in a moment that’s already charged. The goal isn’t to “win” a confrontation; it’s to prevent loss, protect people, and let trained law enforcement handle the intervention.

A calm, observed response serves several important purposes:

• Legal safety: You’re operating under rules that limit what you can do in terms of detaining someone. Reaching for physical contact can expose you to liability and difficult situations you don’t need.

• Public safety: A suspect who is cornered or challenged might lash out. By stepping back and letting police manage the situation, you reduce the chance of harm to bystanders, staff, and yourself.

• Investigative value: Your observations—what the person looked like, what they touched, their direction of travel, and any accomplices—can give the authorities a solid starting point. In many theft cases, those details can be the difference between a solid case and a missed lead.

• Professionalism: A composed response reflects well on you and the site you protect. It signals that safety protocols are taken seriously and that you’re a dependable point of contact when something goes wrong.

What to do, step by step, when theft seems possible

The key is to slow things down on purpose, not to stall or ignore danger. Here’s a practical, non-sensational checklist you can use on the floor.

1. Assess and secure the scene

• Put distance and barriers between the potential thief and others if possible. Don’t block exits with your body or chase someone through a crowd.

• Move toward a safer, well-lit area where you can keep watching without putting yourself at risk.

• If you’re wearing a body-worn camera or other recording tools, ensure they’re on and recording (if policy allows). Documenting the scene later can be invaluable for the investigation.

2. Call for help, then observe

• Use your radio or phone to summon police or the on-site security supervisor. State clearly: “There is a potential theft. I’m observing and will provide updates.”

• Do not engage in a verbal confrontation that could provoke aggression. Let your voice stay calm, controlled, and factual.

• Observe from a safe distance. Note clues the police might want: clothing color, height, build, any distinctive accessories, direction of travel, and whether the person is alone or with others.

3. Be precise with your observations

A good observer is a useful witness. Key details to capture (without chasing anyone):

• Suspect description: approximate age range, gender presentation, clothing (coat color, hat, shoes), distinguishing features.

• Behavior: what actions looked off or suspicious, items touched, attempts to conceal items, whether they avoided staff or cameras.

• Items involved: what was taken, size or type of item, any packaging changes.

• Exit routes and vehicles: which doors they used, direction of travel, plate or vehicle description if visible.

• Time and sequence: when you noticed the behavior, when the person left, and in what order things occurred.

4. Record every relevant fact after the moment

• Write a concise incident note or report as soon as possible while memories are fresh. Include times, locations, and a clear sequence of events.

• If you have CCTV access, reference the footage and note the camera IDs and the time stamps you reviewed.

• Preserve any physical evidence you encountered in a way that follows your site policy and local law.

5. Communicate clearly with authorities

• When police arrive, give them a calm, precise briefing. Share your observations, the scene layout, and any evidence you collected.

• Offer to help with a quick walk-through of the area so they can understand where things happened and how the suspect moved through the space.

• If witnesses are willing, coordinate with them. Get contact information for staff or bystanders who saw what happened—without disrupting them or the scene.

6. Aftercare and reporting

• Complete a detailed incident report for your site and your supervisor. Include what prompted the call, the actions you took, observations, and the final disposition of the incident.

• Share relevant footage or notes with the police or the security team, following privacy rules and your workplace policy.

• Review the incident with your team later. What went well, what could be improved, and how can we prevent a repeat without putting anyone at risk?

What about detaining or pursuing?

You’ll notice we didn’t put “pursue” or “detain” at the top of the list. In Ontario—and in many places with similar frameworks—security guards have limited authority to detain. A chase or physical grab can put you in legal danger and could spark a dangerous encounter. If a suspect is leaving, your job isn’t to chase them down the street. Your job is to help the authorities by giving them a clean, factual picture of what happened. If there’s a lawful scenario where a citizen’s arrest could apply, it’s something you discuss with your supervisor or legal counsel and only act on under strict guidance. The safest, most reliable path is to observe and report.

Practical tools that make the difference

A few practical items on your belt or in your pocket can keep you prepared and calm in a tense moment:

• A reliable notebook or digital note app: quick, clean entries beat memory alone.

• A portable radio or trusted communications device: you can reach colleagues and the police without shouting across a crowd.

• A checklist or incident form: having a standard template helps you capture the right details every time.

• CCTV access and playback literacy: knowing how to pull relevant footage quickly can save precious time.

• A basic flashlight for dim corners: not to intimidate, but to help you see and describe details clearly.

• Privacy-conscious recording: if your site policy allows body-worn cameras, use them; otherwise, rely on lawful reporting tools and your written notes.

A few context notes about Ontario security work

You don’t work in a vacuum. Ontario security professionals are trained to balance vigilance with restraint. The PSISA framework emphasizes safety, due process, and clear communication. That means staying visible, calm, and ready to cooperate with police and staff. It also means knowing when to slow down and when to escalate.

If you’re new to this line of work, you’ll hear terms like de-escalation, risk assessment, and scene management. De-escalation means speaking in a way that reduces tension, using open body language, and offering choices that don’t require a fight. Risk assessment is about quickly judging whether a situation can be safely managed by you, or if it’s time to step back and call for professionals. Scene management is keeping the area orderly, directing people away from danger, and making sure evidence isn’t disturbed.

Let me explain it with a simple analogy. Think of yourself as the conductor of a small orchestra. Everyone expects rhythm and tempo, but you don’t play the instruments. You guide the musicians, keep the tempo steady, and let the police step in with their solo when the moment calls for it. Your score is safety, clarity, and a precise account of what happened.

Common misconceptions—the quick myths, debunked

• “If I see someone acting suspicious, I should stop them right away.” No. Stop and observe, then call for help if needed. Acting alone can backfire.

• “Chasing is always a sure-fire way to recover lost items.” Not true. It’s risky and often ineffective. The safe approach is to alert authorities and document.

• “If it’s just a petty theft, I can handle it.” Even petty theft can become dangerous. Your primary duty is safety, not revenge or heroics.

Real-world tangents that fit the topic

• Technology isn’t magic, but it helps: cameras, door sensors, and alarms don’t replace good judgment; they support it. When used correctly, they create a clearer picture for investigators.

• Teamwork matters: a well-coordinated team can contain a scene, guide shoppers to safety, and keep entrances clear for responding officers.

• Training pays off in real moments: de-escalation drills, legal updates, and incident reporting practice don’t just look good on a file—they save people in real time.

Bringing it home: the balanced approach

Here’s the core idea to carry with you on every shift: safety first, rules second, evidence third. The call to the police, paired with careful observation, gives you the best chance to resolve the incident with the least risk. It respects the law, protects the public, and gives investigators the precise information they need to do their job.

If you’re walking a beat and you notice someone who looks out of place, you don’t have to panic. You take a breath, tag your colleagues, and follow a steady plan. You describe what you see, you document the scene, you keep a respectful distance, and you let the authorities handle the next steps. It’s not dramatic in the moment, but it’s incredibly effective.

Final thoughts

The scenario of a potential theft isn’t a test of speed or bravado. It’s a test of judgment, patience, and professionalism. By choosing to call the police and observe, you’re choosing the most responsible, practical path. You’re prioritizing safety, you’re giving law enforcement the information they need, and you’re keeping your workplace secure in a way that stands up to scrutiny.

If you’re curious to deepen your understanding, start with the basics of incident reporting, learn the layout of your site’s CCTV system, and practice clear, concise communication scripts for both on-site staff and police. A few well-practiced habits now can pay off when something goes wrong later.

And yes, on the lighter side—after a tense moment, a quick debrief with your team over a coffee break can be surprisingly restorative. Small conversations, big impact. They reinforce what you learned, sharpen your instincts, and remind you that, even in security, we’re all in this together.