What security guards should do when they encounter a suspicious package in an office tower

A suspicious package in a busy office tower can feel like a test you didn’t study for. The moment the package is spotted, every fiber of your training is put to the test. In Ontario, the right move isn’t to panic or improvise; it’s to follow the building’s emergency management plan and make that critical call using a landline. Let’s walk through what that means in a real-world, approachable way.

The plan is your map, not a dusty document on a shelf

Think of the emergency management plan as the building’s playbook. It spells out who to notify, where to go, and how to coordinate with outside responders. For a security guard, that plan is more than a stack of pages—it’s a practical guide for action under pressure. It typically covers:

• How to assess and isolate the scene without touching the item

• Perimeter control and crowd management to prevent panic

• Evacuation routes or shelter-in-place procedures based on the layout and current conditions

• Who should be contacted first, and in what order (security, facilities, building management, local emergency services)

• The information you should relay to responders (location, description of the object, time of discovery, any immediate hazards)

Let me explain why this matters. In the chaos of a moment like this, people look to the guard for calm, competence, and direction. A well-understood plan keeps the response organized, reduces confusion, and helps everyone stay safe. It’s not about fancy moves; it’s about doing the thing that minimizes risk and buys time for professionals who are trained to handle potentially hazardous situations.

Why a landline is the preferred line of communication

Here’s the thing: cell networks can get congested really fast during emergencies. When lots of people try to report the same incident, you might experience dropped calls or garbled information. A landline has advantages that matter in a tense moment:

• Stability: Landlines are less likely to lose signal when the area is crowded with people trying to call in.

• Clearer information: You can speak more slowly and clearly, which helps responders capture essential details without repeating yourself.

• Easier routing: Dispatch centers are familiar with landline numbers and can quickly triangulate the caller’s location, especially if the building’s address and floor are clearly stated.

So, when you discover a suspicious package, your first impulse should be to reach the emergency management plan and then pick up the landline to call emergency services. It’s a small step that pays big dividends in accuracy and speed.

What not to do (spoiler: don’t improvise)

A few tempting shortcuts can backfire fast. It’s worth a quick list so you won’t stumble when it counts:

• Don’t open or move the package. Handling it can trigger whatever hazard it contains and puts you at risk.

• Don’t try to “peek” inside or damage the packaging to assess contents. You could trigger a reaction or dispersal of hazardous material.

• Don’t establish a perimeter by yourself and tell people to evacuate without guidance from the plan. Incorrect actions can create bottlenecks or exposure routes.

• Don’t rely on a single person to handle everything. Emergency response is a coordinated effort, and the plan outlines your role alongside others.

What to do, step by step, when you encounter a suspicious package

If you’re in an office tower in Ontario and you spot something suspicious, here’s a practical sequence you can adapt to your building’s plan:

1. Distance and assessment: Keep a safe distance. Do not touch, lean in, sniff, or tilt the package. Observe discreet details from afar that your plan might call out (e.g., the package’s position, any visible wiring, odor, or labels) and note the time of discovery.

2. Notify the right people per the plan: Contact security leads, facilities, or the building control desk as your EMP directs. If your plan assigns a specific person for emergencies, reach out to that role.

3. Contact emergency services on a landline: Call 911 and report the incident. Provide clearly and concisely: exact location (lobby area, floor, or cross-c corridor), a description of the package (size, color, any markings), whether you see anything unusual around it, and the time of discovery. If you can, give details about entry points and nearby occupants. Remember to speak slowly and pause to allow the dispatcher to ask questions.

4. Implement per the plan: Once you’ve notified responders, follow the EMP’s guidance on evacuating, sheltering in place, or cordoning off the area. This part is where the plan’s training pays off. You’re not inventing a new protocol in the moment; you’re carrying out a tested procedure.

5. Communicate calmly with occupants: Use the building’s PA system or announcements as directed by the plan. Provide clear, brief instructions and reassure people. Direct them away from the area, keep doors closed, and prevent crowding near the suspect item.

6. Document and assist responders: After the line is open with emergency services, collect essential facts that responders might need when they arrive: floor plan, access routes, who controls entry to affected zones, and any changes in conditions since discovery.

7. Post-incident steps: Once responders have taken control, the plan will guide you on who receives follow-up information, how to document the event, and when it’s safe to resume normal activity. Debriefings or after-action reviews often help refine future responses.

A practical lens: Ontario-specific touches

Ontario facilities often blend provincial guidelines with building-specific SOPs. A few contextual notes that may show up in the plane of everyday work:

• Coordination with Emergency Management Ontario (EMO) and local police: Your plan may specify who to contact first (often security or facilities) and when to escalate to police. The goal is a smooth handoff to professionals who can assess risk and determine next steps.

• Clear responsibility lines: In many towers, the security team has a clearly defined role in initial assessment, crowd management, and communication. Your plan should spell out who makes the calls, who authorizes evacuation, and who liaises with building management.

• Regular drills and refreshers: The best plans aren’t forgotten after a pamphlet sits on a shelf. Periodic drills help security teams stay current with procedures and test communication channels, including the use of landlines.

Training pays off in real life

Early in your career, you’re taught to react quickly. Later, you learn to react correctly. The difference often comes down to training that reinforces the steps above and makes them feel automatic. Here are a few things that training typically reinforces:

• Familiarity with building layouts, stairwells, and assembly points. A guard who knows the terrain can guide people more efficiently during an evacuation or shelter-in-place.

• Clear, concise reporting. Practiced verbal descriptions reduce back-and-forth during critical moments. The dispatcher is trying to understand the scene fast; your job is to give precise facts, not a narrative.

• Coordinated multi-team responses. You’re not alone when a suspicious package appears. Security, facilities, management, and emergency services must work together with a shared language and shared goals.

A quick checklist you can keep in your head

If you want a mental quick-reference, here’s a tight list you can recall without fumbling:

• Stay away from the object. Do not touch or move it.

• Move people away in a controlled way, following the plan’s guidance on evacuations or sheltering.

• Notify the building’s security lead and facilities per the EMP.

• Use a landline to call 911 and give exact location, description, and time.

• Listen, follow, and relay updates from responders to occupants.

A few digressions that still connect back

Sometimes a small detail makes a big difference. For example, if you’re in a high-rise with elevators that are temporarily out of service during an incident, the plan might instruct staff to use stairs and to manage crowd flow to prevent congestion. It’s not glamorous, but it’s practical. And if you’ve ever stood in a stairwell with a crowd, you know how vital it is to have clear instructions and someone calm at the front guiding everyone to safety.

Or consider the human element: a suspicious package can spark fear. People want reassurance more than a heroic gesture. That’s why your calm, methodical adherence to the plan matters. It’s a sign of leadership under pressure. You’re not just following rules—you’re creating a safer environment for every worker, visitor, and tenant who depends on the tower’s day-to-day resilience.

If you’re curious about what makes a plan work, think about how it handles information flow. A good EMP reduces the “noise” in a crisis. It gives responders a clean, structured stream of facts and a clear map of who does what and when. And yes, it feels a bit like a relay race—each runner knows when to pass the baton, so the whole team crosses the line together.

Closing thoughts: safety, leadership, and preparation

Security isn’t about flashy moves; it’s about preparedness, clear communication, and steady leadership. A suspicious package in an Ontario office tower tests those qualities in real time. The best outcome comes from following the emergency management plan and using a landline to contact emergency services. It’s a practical choice that keeps lines open, information precise, and people safer.

If you’re a guard or a building professional, take a moment to refresh your understanding of your plan. Do you remember the exact steps for perimeter control? Do you know who to call first and how to relay information quickly and accurately? Regular refreshers aren’t a burden—they’re a shield against uncertainty in a tense moment.

And for the rest of us—the people who rely on these teams every day—there’s value in recognizing how this system works. It’s a reminder that safety in a modern high-rise is a collaborative effort, built on training, procedures, and the quiet confidence of people who know what to do when something unexpected appears.

If you want a quick, practical takeaway: keep your plan handy, practice your communication clearly, and always prefer the steady clarity of a landline when you’re dialing for help. In those moments, you’ll thank yourself for the discipline of preparation and the calm you’ve cultivated along the way.