3M Detection System 3500 Series, Руководство оператора

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3M Detection Systems
Training Your Staff
2-2
3M 2000–2008
2.3 Review Library’s Security Policies
Before practicing how to respond to alarms, your staff
should be familiar with your library’s security policies
as they relate to theft of materials. Your policy should
be put in writing and kept with your training kit in
addition to any procedures you already follow to keep
your staff informed of security measures. It is
particularly important for staff members to know what
procedures your library follows when theft is
suspected or when it is necessary to contact a local
law enforcement agency.
A critical phase of staff training concerns the proper
steps to take when the security system alarm sounds.
The value of tact and courtesy when handling this
delicate situation cannot be overemphasized. Your
staff members should receive as much preparation as
possible to make them feel comfortable. With the
proper training, your staff will be more likely to deal
effectively with patrons who activate the alarm.
2.4 What To Do When The Alarm Sounds
Note
The steps that follow are suggestions only. All
staff should develop a complete understanding
of their management’s policies and follow them
as directed. The response should be consistent
for all patrons caught in an alarm. Staff should
also be familiar with state and local laws
governing patrons’ rights and responsibilities.
Sooner or later, it’s bound to happen. The audible
alarm goes off. In multiple corridor systems, the light
at the top of the panel will indicate in which corridor
the alarm occurred. What you and your staff do in
response to the alarm will depend on your library’s
policy and the laws in your community. Always
follow your library’s specific procedures. 3M offers
these guidelines as a suggested supplement:
First, don’t panic. Remain calm and courteous.
Second, never accuse anyone of theft by word, facial
expression, or tone of voice. You can’t be positive
that the person who triggered the alarm is stealing.
The alarm may have been triggered accidentally, so
always respond in a positive, non-threatening manner.
Scenario #1
The library staff person
does not
desensitize a marked
item when checking out the patron’s materials, or the
patron accidentally removes marked materials from
the library.
After asking the patron to return to the counter, a
typical response might be, “Excuse me, did I forget to
check out one of your items?” — or — “Did you
perhaps pick up one of the library’s books with your
own things?” These are courteous questions, and they
don’t accuse the patron of theft. Be sure to smile and
ask the questions in a friendly, non-threatening
manner.
Process and desensitize all items again. If you
discover an item that hasn’t been properly checked
out,
never accuse the patron of stealing. Simply act as
if the error was an oversight — it more than likely
was. If the patron causes the alarm to sound again,
follow the policy that your library has established for
possible theft of materials.
Scenario #2
If a patron denies having any library materials after
sounding the alarm, follow your library’s policy for
theft.
Scenario #3
If a patron bolts and runs out of the library after
sounding the alarm, follow your library’s policy for
theft.
Responding to alarms is a sensitive situation, but can
be handled confidently and effectively as long as your
library has established procedures
AND your staff has
been fully trained in following them.