Armed Hold-Ups

Be Armed with Knowledge on Armed Robbery
Being a victim of an armed robbery can be a confronting, frightening and traumatic experience for you, your colleagues and your customers.  So what action can you take to minimise the risk of your pharmacy becoming a target of an armed robbery and what procedures can you develop and implement to deal with such an event, should it occur?  

How to Minimise the Risk of your Pharmacy becoming a Target
An ounce of prevention is worth a pound of cure. Benjamin Franklin

There are some basic things that can be done in all pharmacies to improve security and deter people with criminal intentions.  Well considered security procedures that are known by all staff and complied with in practice, will significantly reduce the risk of your pharmacy being targeted and if your pharmacy is the subject of an armed hold-up, they will reduce the risk of harm to staff and customers.  Apart from the obvious security measures such as secure entrances, windows and roof, good quality locks, monitored alarm systems, discrete and cautious cash handling and banking procedures, other recommendations include:

• Being alert to suspicious activity including strangers loitering outside or inside the premises observing the pharmacy and staff activities.
• Ensuring any trees and shrubs are pruned to provide clear visibility and keep posters and advertising material on windows to a minimum.
• A well-lit premises where the sales area can be viewed from the outside can be a deterrent as it can make an offender highly visible.
• Closed circuit television (CCTV) set to a recording device is a good investment (it can also be useful in deterring and identifying more discrete theft) with signs and stickers indicating security equipment is in use.  Mirrors which enable staff to monitor obscured areas inside the premises are also useful.
• Ideally more than one staff member should be rostered for all shifts including opening and closing times.
• Training all staff on your procedures for dealing with an armed hold-up.

Your local police service might also engage a crime prevention officer who can visit your premises to review your security and provide recommendations and practical advice.  

How to Respond to an Armed Robbery
Better to have, and not need, than to need, and not have.  Franz Kafka

If unfortunately your pharmacy is subject to an armed robbery, the aim is to minimise the risk of harm to staff and customers and ensure the offender leaves the premises as quickly as possible.  Remember CODE A (Calm, Obey, Description, Evidence, Alarm).

It is important to remain calm and do exactly what the offender asks.  Speak only when spoken to.  The offender will be nervous, so explain in advance if someone is expected back soon and any movements you are going to make e.g. “I am going to open the cash register now”.  Keep your hands visible and only activate duress alarms if it is safe to do so.

Avoid eye contact but try to remember as much about the offender’s description as you can including clothing, footwear, head wear, any bags used, scars, tattoos, accents, approximate age and height, their dominant hand and any other physical characteristics and distinguishing features.    

If you are able, remember where in the pharmacy the offender has been and what they have touched.  Also try to mentally note the direction they take when they leave the premises and the details of any vehicle they use.  

What Should you do in the Aftermath of an Armed Robbery?
The simple act of caring is heroic.  Edward Albert

Call triple zero (000) as soon as it is safe to do so.  Ask for police and provide your name, telephone number and the exact location of your pharmacy.  Describe the offender/s and provide information on  which direction and how they left.  If they used a weapon, describe the weapon used.  

If medical assistance is required, let the police know so that an ambulance can be dispatched and provide first aid.  In certain circumstances, for example if someone requires immediate treatment as an in-patient (not out-patient) or has serious lacerations, you must notify your work health and safety regulator (for more information on incident notification in your state or territory go to:  https://www.safeworkaustralia.gov.au/system/files/documents/1702/incident-notification-fact-sheet-2015.pdf - print this information and keep it with your procedures).  

Secure and close the premises to prevent re-entry and to preserve the crime scene.  Don’t allow anyone other than emergency service personnel to enter.  Don’t touch anything and don’t clean up.  
Ask any customers to remain until the police arrive.  If they insist on leaving, try to obtain their name and contact details for the police in case they need to be interviewed.

Ask staff and customers not to discuss their observations as they need an independent recollection of events.  If you have offender description forms, provide these for witnesses to complete independently.

You are not compelled to speak to the media.  In fact, speaking to the media or providing them with CCTV footage might compromise the police investigation.  The pharmacy owner should be the person who decides if they will speak to the media (after receiving permission from the police) and all other staff should refrain from doing so unless authorised by the owner.

Be discrete about what and how much was stolen.  Only discuss it with those who need this information e.g. police, your insurer.  If this information is publicly available, it may make your pharmacy or other pharmacies a target for offenders.  

The effects of an armed robbery varies between victims and an emotional reaction is normal (for useful information on coping with a critical incident, go to:  https://www.betterhealth.vic.gov.au/health/healthyliving/workplace-safety-coping-with-a-critical-incident).  The police and your insurer may provide information on counselling services.  Facilitate medical treatment if you notice an employee is distressed.  Signs of distress following an armed robbery include feeling anxious, mood changes and outbursts of anger, difficulty concentrating, re-living the event and disturbed sleep.  If an employee suffers an injury or illness as a result of the armed robbery, they may be eligible to make a workers’ compensation claim.  

Whilst many pharmacies have implemented procedures to deal with events such as an armed robbery – if you haven’t you need to act now – it is recommended you regularly review your procedures and implement improvements where necessary.  If your pharmacy has been the subject of an armed hold-up, after the event review your risk management strategies and make improvements where necessary to make your business safer and to make it more difficult for offenders.  

References and Sources
Robbery Prevention and Procedures
https://www.police.qld.gov.au/programs/cscp/businessSecurity/default.htm
https://www.police.qld.gov.au/programs/cscp/personalSafety/adults/Safetyintheworkplace.htm
https://www.police.qld.gov.au/programs/cscp/businessSecurity/Armedrobbery.htm
http://www.police.nsw.gov.au/__data/assets/pdf_file/0004/113791/ARPreventionE.pdf
http://www.police.vic.gov.au/content.asp?Document_ID=10912
http://www.police.tas.gov.au/services-online/pamphlets-publications/robbery-prevention-and-procedures/

Health and Safety
https://www.betterhealth.vic.gov.au/health/healthyliving/workplace-safety-coping-with-a-critical-incident
https://www.safeworkaustralia.gov.au/system/files/documents/1702/incident-notification-fact-sheet-2015.pdf