Service Now
True or false, an APR needs to report a critical incident to the DAPM AND on Service Now immediately.
True
What are the five key elements of theft?
Selection, Concealment, Continuity, Non-Payment, Exit & Arrest
What training resource on MS Teams do we have that contains information on almost every part of our jobs?
AP Training Binder/ MS Teams Binder
True or False, a customer service colleague can ask a customer for their receipt for Gatekeeper lockup
False
For Time Arrest/Interview/Incident column, what time should you be entering in the Service Now report?
When you approach the shoplifter.
What should you do if a shoplifter becomes violent?
Disengage and call police and DAPM.
If your camera goes down, what steps do you need to follow?
Notify DAPM, and then log a service ticket on Microsoft forms.
Where can you find templates for critical incident write-ups?
MS Teams Binder/ AP Training Binder
True or False: you should search a suspect or their belongings should you suspect they still have product on their person.
False
What attachments should you attach when you fill out your Service Now reports ONLINE?
A picture of the stolen merchandise & a copy of the training receipt
What elements must you have on live CCTV to have a positive ‘hit’ on an internal?
Selection, concealment, continuity, non-payment, and exit
When do you send out next period’s APR schedule? Whom do we send it to? Whom do you need to speak to before sending out?
2nd week EOD Tuesday of current period. DAPM, APR Lead Kyle, and store manager. Speak and go over with store manager first
Name 4 critical incidents
Injury or death, product loss – power failure, building damage, false arrests
True or false, you can follow a suspect off store property as long as you are on the phone with police dispatch
False
What is considered an accomplice? What dollar value do we assign to them?
Someone knowingly assisting primary subject. Accomplice dollar is $0
List the only 4 reasons for issuing a Trespass Notice
Repeat offender, Police recommended, over $1,000, Violent offender
What classification/button do you NEVER hit on Purcheck/Gatekeeper? If gatekeeper is not locking up carts or triggering events, what steps do you need to follow?
Confirmed pushout, notify DAPM and tell store to log issue on officetrax
What departments are most likely to have a slip and fall? List 3.
What produce item is the most slipped on?
Front end, produce, and dairy.
Bonus: Grapes.
If a law enforcement officer is requesting CCTV footage not related to your arrest, what is the proper procedure?
Call DAPM, fill out Law Enforcement Disclosure Form, send form to DAPM for approval
Name five pieces of information that must be included in a statement for an external shoplifting case, excluding the five elements of theft.
Name of writer, title of APR, date/time, address of store, suspect description, approach/ ID self, value of merchandise.
When approaching a shop theft suspect, name at least 5 key things you need to follow:
Maintain a safe distance from any suspect (6’ for safety).
Always give suspects a way out – do not block their means to exit the store.
Position yourself to be able to quickly exit the situation if needed.
Be aware of your surroundings during any approach – who is waiting outside? Are they alone?
Clearly identify yourself (must show your Loblaw ID) so suspects and witnesses know you work for the business.
APR must notify suspect they’re stopping that they are under arrest when stopping them
All suspects in custody must be turned over to Police and we don’t have the option to release them on our own
All arrests, no matter the value must also be reported to Police
SNOW reports to be submitted same day
What does IDP stand for? Name one of your IDP you put on your performance review this year
Individual Development Plan, answer varies
When uploading files to the video sharing website for Claimspro, what does the folder name need to contain? What files need to be in the folder? What do you do to the folder when finished uploading?
Folder name: Store #1234 DOL January 30, 2024 – claimant last name – Claim Number - CCTV Incident at XXhrs, need to upload: Incident notes and CCTV, make the folder green
Which of the following steps should be taken during a potential liability?
Immediately apologize to the individual (s) involved and contact your DAPM/APDL as well as advise the store manager
Once the individual has been released, complete a detailed statement, including any witnesses
If the individual demands to speak with an official of Loblaw Companies Limited, Shoppers Drug Mart or its subsidiaries refer them to the Store Manager or DAPM/APDL
Do NOT offer the individual any form of monetary compensation for the inconvenience caused to them
All of the above.