Certificate III in Retail Learning and Assessment Material

SIRXRSK002A MAINTAIN STORE SECURITY

SIRXRSK002A

Maintain store security

January 2008

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Contents
Implement specific store security policies 3 Monitor and assess security procedures 4

Implement store security procedures relating to theft of merchandise.........................................................................5 Security of valuables Store policy on banking procedures 5 6

Implementing staff training and communicating store policies and procedures ...........................................................6 Reporting matters likely to affect store security..........................................................................................................7 TRAINING AND ASSESSMENT ACTIVITIES AND QUESTIONS........................................................................................8 Assessment task 9

ASSESSMENT MODE A - Oral questioning 10 ASSESSMENT MODE B - Skills observation checklist..................................................................................................11 Off-the-Job Training Log Participant survey of materials Suggested Answers 13 14 15

Hinson Institute of Training

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SIRXRSK002A

MAINTAIN STORE SECURITY

Element of competency: 1. Monitor and maintain store security

Implement specific store security policies

Within this step we will be looking at implementing store security policies and procedures for the following: Customers Staff/staff property Visitors, sales representatives, contractors, vendors Stock/records Cash and cash movement Equipment and premises Opening and closing of premises Theft/armed robbery Events likely to endanger customers or staff.

The focus of this Step looks at implementing store policy and procedures. Before being able to implement these, it is first necessary to identify and collect those policies and procedures which currently exist within the workplace, dealing with the issues as listed.

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Monitor and assess security procedures

This step looks at the monitoring and assessment of current store security procedures in terms of: Customers - identifying areas where customers are not permitted or identifying the actions and activities of customers which are prohibited. Staff - identifying activities or actions of staff which are prohibited. Staff property - identifying the security of staff property together with items/articles which are prohibited from being brought into the store. Visitors, sales representatives, contractors, vendors - access to various locations within the store, delivery and removal of products/equipment. Stock/records - maintenance and safekeeping. Equipment and premises - presentation of equipment and premises, to ensure the safety of all persons coming into contact with or using them. Opening and closing of premises - the sequence of procedures ensuring that unauthorised persons are not in a position to be on premises during prohibited periods. Armed robbery - to ensure the safety of staff and customers should the event occur. Other events likely to endanger customers or staff - events such as the occurrence of a fire or some other event requiring the evacuation of people from the store.

As a reminder, the issues of theft and cash movement have been excluded as they constitute the greatest threat to store security and as such are dealt with specifically later. The best and most effective way to monitor store security procedures for these issues is to prepare a checklist which identifies the essential requirements. Checklists can be used to assess how effectively store security procedures are being applied within the workplace. Checklists provide a visual summary of the issues involved in security and provide an overview of the most common deficiencies. The checklist can be used as a tool to identify whether staff have the required skills and knowledge and how they apply these skills and knowledge in the workplace. As such, a checklist is a valuable aid in determining any training required by the team and can help to identify what methods could be used to address any deficiencies for example, group training, individual counselling.

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Implement store security procedures relating to theft of merchandise

Theft of merchandise by customers or employees represents the single highest reason for loss to retailers. One issue to highlight is that theft is theft, no matter who steals. The process for dealing with theft should be the same whether the offender is a customer or an employee. The only difference between customer theft and employee theft is that in the case of employee theft, dismissal is an additional option. Look at your store security policy on theft and answer the following questions: Does the policy: Apply to customers and employees? Identify a process for denying the opportunity for theft? Identify a process for delaying the opportunity for theft? Identify the process for deterring the opportunity for theft? Identify the process dealing with theft should it occur?

Should you answer no to any of the questions listed above, revisit your policy and make amendments so that the no answers change to a yes response.

Security of valuables
In this instance, valuables are described as cash, credit, cheque and EFTPOS transactions that occur within a retail store including the equipment used to process and secure such transactions. This step looks at the policies and procedures required to ensure that opportunity for observation and theft by employees and other persons is minimised. Look at your store security policy on cash, credit, cheque and EFTPOS transactions and answer the following questions. Does the policy: Identify criteria for staff discount purchases? Identify criteria for purchases generally? Identify criteria for staff hold and staff lay-by?

Should you answer no to any of these, revisit your policy and make amendments so that the no answers change to a yes response.
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Store policy on banking procedures

Banking procedures include the clearance and balancing of cash registers and credit transactions, which results in the preparation of documentation for notification to credit agencies and the banking of monies. Examine the store policy dealing with this issue and answer the following questions. Does the policy: Attach responsibility to nominated persons to undertake activities associated with credit and cash balances? Stipulate the requirements as to when, where and how often credit and cash balances occur? Provide advice on procedures to follow when delivering cash to banks? Provide clear direction on cash holding within the store as to secure storage and access?

Should you answer no to any of these, revisit your policy and make amendments so that the no answers change to a yes response.

Implementing staff training and communicating store policies and procedures

To have store policies and procedures in place means little unless all staff are fully informed and conversant with required practices and procedures. How to get staff conversant with these required practices and procedures can be a difficult task. In most retail stores staff have varying degrees of access to store policies and procedures, and different degrees of authority in dealing with security issues. This step looks at implementing staff training and informing team members of the policies and procedures pertaining to store security, within the individuals permitted areas of access and responsibility. Before conducting any staff training you must establish the answer to two questions: What needs to be learned? Who needs to know it?

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Reporting matters likely to affect store security

Throughout any workplace coaching delivery or group training process, issues associated with store security arise. It is essential that when such issues are dealt with they result in some form of action. In most situations the type of action generated results in a report being prepared for management.

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SIRXRSK002A

MAINTAIN STORE SECURITY

TRAINING AND ASSESSMENT ACTIVITIES AND QUESTIONS

The Trainee will be required to demonstrate competence on the job, in practical demonstration; observation, question/answer and role-play situations, incorporating verbal questions and written work, including completing workplace forms, either to the RTO Trainer or Supervisor, under the guidance of the RTO Trainer. Element of competency: 1. Monitor and maintain store security 1. What do you need to do before implementing a security policy?

2. What is the best and most effective way to monitor security procedures?

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3.

What is the reason for the highest losses to retailers?

4.

Why 2 questions do you need to ask before conducting staff training?

Assessment task

Provide your workplace assessor with a detailed written report that identifies how you are able to monitor and maintain store security. Include samples and examples of workplace policies and procedures where appropriate.

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ASSESSMENT MODE A - Oral questioning

Trainee name: Name of Workplace: RTO Trainer name: Unit/s of competency: Unit Name: Date of training/ assessment visit: SIRXRSK002A MAINTAIN STORE SECURITY

Instructions: In addition to written answers provided above, the trainee is required to provide verbal answers to the following questions that will be asked by the RTO Trainer. Read the questions prior to the Trainers visit, and be prepared to answer them, obtaining help where necessary. Did the trainee satisfactorily answer the following questions:
1. What do you need to do before implementing a security policy? 2. What is the best and most effective way to monitor security procedures? 3. What is the reason for the highest losses to retailers? 4. Why 2 questions do you need to ask before conducting staff training? 5. What are your workplace procedures for processing transactions? 6. How do you report problems with store security? Yes No

The trainees underpinning knowledge was: Satisfactory Notes/comments : Question 1: Question 2: Question 3: Question 4: Question 5: Question 6: RTO Trainer signature: Trainee signature: Date of assessment: Not Satisfactory

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ASSESSMENT MODE B - Skills observation checklist

Trainee name: Name of workplace: RTO Trainer name: Unit/s of competency: Unit Name: Date of training/ assessment visit: SIRXRSK002A MAINTAIN STORE SECURITY

During the demonstration of skills, did the trainee:

Store policies and procedures implemented to ensure store security maintained. Security procedures are monitored and reviewed according to store policy. Procedures implemented to minimise theft of easily stolen merchandise. Security of cash, cash register and keys maintained according to store policy. Store procedures in regard to transactions implemented. Team members are informed of store policies and procedures in regard to security. Team members provided with feedback in regard to implementation/non implementation of store security procedures. Staff provided with on going supervision and training to facilitate awareness and detection of theft. Matters likely to affect store security reported according to store policy. The trainees performance was: Feedback to trainee: Not Satisfactory

Yes

No

N/A

Satisfactory

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Trainee signature:

RTO Trainer signature:

I confirm competence for this unit SIRXRSK002A

_________________ (Manager signature) _________________ (Date)

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COMPETENCY RECORD - SIRXRSK002A

After assessment the assessor, the supervisor and participant should sign the competency record. If competency is not achieved at the first attempt, strategies to address the performance gaps need to be identified and a time for reassessment organized.

Assessment Strategies
C U R R EN T C O M P E T E N C I E S

Assessor Comments

Oral/written questions Activities Workplace project Supervisor/3 party report

rd

_____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________

Valid Sufficient Authentic Current

Self-Assessment Other

The evidence supplied is:

The participant is competent has shown competence in all of the following elements:

Monitor and maintain store security

Trainee Signature: Supervisor Signature: Trainer Signature

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D A T E _ _ _ _ _ _ _ _ _

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D A T E _ _ _ _ _ _ _ _ _

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D A T E _ _ _ _ _ _ _ _ _

The Trainee is
NOT YET COMPETENT: Strategies to address gaps in trainee performance:

D A T E

F O R

R E A S S E S S M E N T :

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Off-the-Job Training Log

Trainee Name: ____________________________________ Supervisor signature: _________________________________ Date: ______/______/200____

Company: __________________________________________________________________
Certificate: II III IV in Civil Construction Process Manufacturing Extractive Industries Retail Operations

Business (Office Admin/Admin) Hospitality TDT (Warehousing)

Food Processing TDT (Road Transport) _________________

Telecommunications (Call Centres)

List below the times allocated to Off-the-Job training for:

Activity code Activity code Activity code

SIRXRSK002A Maintain store security

Activity code

Date

Duration

Date

Duration

Date

Duration

Date

Duration

Activity Code
1. 3. 5. 7. Read self-paced guides Met with Workplace Coach Discussion on phone Researched store policy and procedures 9. Researched workplace policies and procedures 11. Observed other staff member/s maintaining security 13. Other research 15. Staff training 17. Complete appropriate paperwork relevant to task 2. Developed knowledge of use and safety requirements 4. Worked on assessment tasks 6. Discussed assessment tasks 8. Researched legislative requirements 10. Researched industry codes of practice 12. Performance appraisal 14. Read relevant industry publications 16. Talking to the supervisor 18. Other: (specify) __________________________________________

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Participant survey of materials

Unit code: SIRXRSK002A Date.. Instructions:
Please complete the questionnaire by circling the one number that best describes your answer to each question. Please read each question carefully. For mailed surveys, place the completed questionnaire in the enclosed reply paid envelope and post it back within seven days

Unit name: Maintain store security

Q1.

Thinking in general about the material you were given for this unit, how would you rate it overall?

Circle only one answer Poor .... 1 Fair .. 2 Good ... 3 Very Good .. 4 Excellent ..... 5 Dont know ........ 6
Q2. How strongly do you agree or disagree with the following statements about the unit material?

Circle one answer only for each statement

Neither Agree nor Disagree Dont know / NA 6 6 6 6 6 6 6 6 6 Strongly Agree 5 5 5 5 5 5 5 5 5

Strongly Disagree

Disagree

a. The layout of the reading material made it easy to use/read b. The layout of the assessment material made it easy to use/read c. The font size of the material was large enough d. The reading material assisted me to complete the assessment e. The material was easy to understand f. The graphics/pictures were useful g. The graphics/pictures were sufficient in number h. The graphics/pictures were legible i. The materials was free from typing errors
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2 2 2 2 2 2 2 2 2
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Agree 4 4 4 4 4 4 4 4 4

j. The material was relevant to my job/workplace

Comments: Please expand on the above points if you rated any of them less than 3 ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

Suggested Answers SIRXRSK002A Maintain store security

1. What do you need to do before implementing a security policy? Before being able to implement these, it is first necessary to identify and collect those policies and procedures which currently exist within the workplace, dealing with the issues as listed. 2. What is the best and most effective way to monitor security procedures? The best and most effective way to monitor store security procedures for these issues is to prepare a checklist which identifies the essential requirements. 3. What is the reason for the highest losses to retailers? Theft of merchandise by customers or employees represents the single highest reason for loss to retailers. 4. Why 2 questions do you need to ask before conducting staff training? Before conducting any staff training you must establish the answer to two questions: What needs to be learned? Who needs to know it?

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