Tool 3: Employee Training and Education

Before, During and After the Robbery Before a Robbery Before a robbery occurs, training can provide employees with the ability to think through their reactions, mentally prepare them for a robbery, and practice their response. Training should be provided on a regular basis, to ensure that the proper reactions are in place and clearly understood. The following are topics that should be addressed in training programs offered to all staff working in a branch: Branch security equipment, including alarms and camera systems, should be tested to ensure that all activation and warning devices are in good working order. Testing should include transmitting an alarm to the monitoring station, to ensure that communications are functional as well. Cash maintained in teller drawers should be kept to the lowest amount required to effectively conduct business. Excess cash should be transferred to the vault or another storage area as frequently as needed to maintain low cash levels. Transfers of cash should not be on a fixed schedule. Provide training on the operation of alarm devices. Every employee in the branch should know how to operate every alarm device throughout the branch. Although tellers might normally be working behind a teller line, they may find themselves at a desk in the customer service area. They should know the location of every alarm activation device, and how to properly activate the alarm. Provide training on the monitoring process used for security alarms. Branch staff should know that the alarm does not create an audible signal within the branch, and know where the alarm is monitored. If the monitoring site calls the branch to confirm a robbery, branch staff should be trained on how to respond to the call.

Provide training on the operation of notification or warning signals. Employees in non-public areas of the branch should have some process to determine that the public areas of the branch are safe to enter. A warning light, for example, near the door of a break room should be interlinked with alarm activation devices. Branch staff should be taught to check the warning light, and be provided a way to determine if a robbery is in progress when the warning light is illuminated. Prepare bait money, recording all serial numbers. Designate, in advance, a specific, consistent location for all bait money to ensure that tellers can always find the bait money, and ensure that it is not paid out to customers. During a Robbery During a robbery, the following points should be covered with all staff working in the branch: Stay calm. Robberies are usually over very quickly. Comply with demands of the robber(s) and to take no actions that would place themselves or others in danger. Give the least amount of cash possible. Include the bait money previously prepared. Observe the robber(s) as closely as possible, noting their clothes, any jewelry, any scars or tattoos, approximate height and weight, and other identifying characteristics. If a note is used, handle it as little as possible, and set it aside as soon as it is read. Try to keep the demand note. Activate the alarm and camera system as soon as it is safe to do so. Once the robber(s) has left the branch, notify other employees that a robbery has occurred. As quickly as possible after the robber(s) have left the branch, lock all doors to the branch. If possible, note the direction of escape for the robber(s), including a description of any vehicle used to escape. Do not pursue the robber(s).

© 2003 American Bankers Association, Washington, D.C.

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After a Robbery After a robbery occurs, the following steps should be followed to ensure that no one in the branch has been injured, and to preserve evidence for law enforcement: Call law enforcement (usually 911 for local law enforcement) and the FBI. Be prepared to tell them that a robbery has just occurred, the address of the branch, and any identification you can provide on the robber(s), vehicle(s) used and direction of escape. Contact the alarm monitoring station to confirm that the alarm was received, and determine if law enforcement has been dispatched to the branch. Ensure that no one in the branch needs medical attention. If any one is injured, call for medical assistance. If possible, post a notice at the main entrance to the branch, to notify customers that the branch is temporarily closed, and to give the location of the nearest open branch. Ensure that you have fulfilled all requirements under your insurance policy. Station someone near the main entrance to wait for the police. Let no one into the branch except law enforcement. Give each witness (employees or customers) a description form to help them recollect what they saw, or give each witness a piece of paper to makes notes in what they observed. If customers insist on leaving, get their names and phone numbers to share with law enforcement if needed. Protect any areas that the robber(s) touched or stood in an effort to preserve any fingerprints or any footprints they might have left. Remove all employee nameplates to ensure their anonymity.

© 2003 American Bankers Association, Washington, D.C.

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What Not to Do The following are steps which branch employees should be taught not to take: Do not attempt to chase or detain the robber(s) in any way. Do not attempt to determine the amount of cash taken in the robbery until law enforcement begins their investigation. Do not discuss the robbery, or compare notes regarding the robber(s). Each witness to the robbery should be prepared to give an independent description of what they saw to law enforcement. Do not provide information to the media. In particular, do not provide the name(s) of any tellers robbed. Do not discuss the amount of money taken during the robbery. Do not answer telephones during the robbery unless instructed to do so by the robber(s). To simplify the robbery response process, a robbery response kit has been included in this toolbox, which can be tailored to your institution and pre-positioned in the branch. Each of the responsibilities listed above should be printed on a separate sheet, and given to branch employees to follow. The robbery kit includes a robbery description form, along with a form to collect the names, addresses and telephone numbers of everyone present in the branch during the robbery. Specialized Training Situations In some instances, the branch may be equipped with specialized robbery prevention devices such as bandit barriers. In these instances, tellers can be instructed to alter their robbery response procedures as follows: If no weapon is displayed or threatened, duck out of sight of the robber and tell another employee that a robbery attempt is in progress. If a weapon is displayed or threatened, give a small amount of cash to the robber, and immediately notify another employee that the institution has been robbed. If dye packs or tracking devices are used in the branch, tellers should be trained on how the devices work. Dye pack sensors should also be placed at all location exits and tellers should be trained in their operation. These devices should be tested on a regular basis along with other security devices.

© 2003 American Bankers Association, Washington, D.C.

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If the robbery involves a takeover of the branch, or an unusual amount of violence or threat of violence, branch staff may suffer from trauma because of the experience. Counseling should be offered to anyone adversely affected by the experience to ensure that they receive the support needed to return to work. If a bomb or other explosive device is used during the robbery and is left at the scene, staff should be instructed not to touch or disturb the device in any way. Branch staff should secure all currency, evacuate the branch after the robber(s) has left, and should call law enforcement from a safe location away from the branch. Electronic devices such as cell phones or radios should not be used in the vicinity of the device. If a robbery is attempted at a drive-through window, tellers should be instructed to duck out of sight, and to notify another employee immediately. If a device is sent into the branch through the drawer, do not touch or disturb the device in any way. If possible, send the device back outside the branch, drop out of sight, and notify another employee of the robbery attempt. Preserving Evidence Evidence left at the scene can provide critical clues that can possibly allow law enforcement to link robberies, identify suspects, and prosecute the crime. Evidence includes any notes used in the commission of the robbery, any possible fingerprints at the scene, and footprints left in the branch. It is important that any areas where the robber visited be carefully protected to ensure that evidence is preserved. Chairs, queue line ropes or other physical barriers should be placed around the affected teller area(s). Training Methods Training methods can include videotape programs, staff meetings, reminders and periodic reminders. If the branch staff includes tellers who have been through a robbery, they should be encouraged to discuss their experience with others, including their reaction to the threat. Personal stories from more experienced tellers could provide the needed reassurance that the robbery is typically over quickly, and that life can return to normal. In some jurisdictions, law enforcement will perform a “mock robbery” to allow tellers to experience a “robbery” event without the risk of actual harm. If a mock robbery exercise is conducted, care should be taken to ensure that tellers are notified in advance, and customers are prevented from visiting the branch during the exercise. Even with advance warning, and the knowledge that the “robbers” are actually law enforcement officers, some tellers may be frightened by the experience, and should be therefore offered the opportunity to talk with a counselor if they are disturbed by the experience.

© 2003 American Bankers Association, Washington, D.C.

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Tool 3: Employee Training and Education

Mistakes to Avoid During a Robbery Many employees will never experience a robbery. But those who do will find that it can be a very traumatic experience. Approximately 80 percent of bank robberies involve a lone robber who holds up a lone teller. The robber may hand the teller a note and may or may not display a weapon. The robber's goal is to appear simply as a customer conducting a transaction. He doesn't want to be noticed and counts on only one witness – the teller.1 Take-over robberies have been increasing in the last few years and can be extremely dangerous. These robbers, who usually travel in groups, will enter the branch with guns drawn and be very intimidating, creating a volatile situation. The robbers may jump the teller counter and force tellers down to the floor. The Bank Protection Act requires that all employees and officers be trained annually on proper procedures for robberies, larcenies and burglaries. Most financial institutions will train their tellers but fail to recognize the importance of training all employees and officers regarding their responsibilities under the protection act. Unfortunately, this lack of training has resulted in some very dangerous actions taken by employees. Annual security training of employees will meet the requirements of the Bank Protection Act but annually is not sufficient. Bank Security Officers should constantly be reminding tellers of proper procedures they should follow during a robbery throughout the year. This can be accomplished by sending out memos, distributing newspaper stories or security articles about robberies, which is a form of continuing education. 1. Do not treat the holdup note as a joke or a prank. There have been several instances in which a teller has been handed a holdup note and believes the customer is joking. If the teller does not believe the note is serious, the robber may feel forced to display a weapon, escalating the likelihood of harm. 2. Do not create any surprises for the robber. In some cases, tellers have abandoned their teller station if they don't observe a weapon. Others have been advised to pretend to faint. These actions may be successful in thwarting the robber, who may simply run out of the branch. But if the robber is really desperate, the teller's actions may cause the 1

“Mistakes to Avoid During a Robbery” has been adapted from the work of Mr. Tony Brissette, President, Brissettee Consulting Services.

robber to display a weapon and possibly grab a customer in the lobby. Do exactly what the robber tells you to do. 3. Do not carry excess cash in your cash drawer. Robbers can potentially come back if they're given large amounts of cash. Tellers should adhere to their institution’s cash limits for both top drawer and teller station. If a teller accepts a large cash deposit, excess cash should be transferred to the head teller immediately. 4. Do not offer to rob the entire institution for the robber. Only give to the robber the money demanded. Don't ask if the robber wants the cash in your second drawer. 5. Do not attempt to bring attention to the robbery. Statistically, employees who follow the robber's instructions are seldom injured in the course of a robbery. Handle the robber as you would a regular customer. The most important role you have in this robbery is to ensure the safety of all employees and customers in the branch. Bringing attention to the robber could compromise the safety of all. 6. Do not argue with the robber or attempt to talk him or her out of the robbery. Arguing, confronting or attempting to talk the robber out of the crime will increase the likelihood that others will become aware a robbery is in progress and escalate the level of danger. 7. Do not tell customers that you have just been robbed. After one robbery, just as the robber reached the front door, the teller yelled out "grab him, he just robbed me." This was an extremely dangerous action that places the safety of employees and customers in danger. What if a customer did attempt to grab the robber and a struggle took place in which a weapon was used and either a customer or employee was injured or killed? On occasion, customers, believing they are acting as good Samaritans, have confronted or chased robbers and increased the likelihood of danger to themselves and others. 8. Do not ever leave the bank after a robbery. In numerous cases after the robber left the branch, an employee will either exit the branch to see if they can observe the robber's getaway or - worse - actually pursue the robber in a chase. This type of action not only places the employee in danger but also poses a threat to others. If during such a chase or attempt to observe a robber that someone is injured, the institution will have potential liability in a possible civil action. Let the police pursue the robber. If you are taken hostage, also attempt to find ways to not leave the branch. 9. In a take-over robbery, do not make sudden movements. Do not attempt to activate hold up alarms, run out of the branch, or attempt to call the police. Take-over robberies are extremely dangerous because the robbers are most likely displaying weapons. If you are on the telephone when a take-over robbery occurs hang the telephone up and do not answer any in-coming calls unless instructed to by the robbers. Attempting to activate an alarm can also be very dangerous if the robbers observe you during your attempt. Do not try to escape the robbery, as robbers will be closely watching for this activity.

© 2003 American Bankers Association, Washington, D.C.

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10. Do not ever attempt to engage the robber(s) in a struggle. Although most of us would never imagine engaging a robber in a physical confrontation, there have been cases in which bank security guards, branch managers and other employees have physically confronted bank robbers. Remember this type of response to a robber increases the level of danger to all employees and customers in the branch.

© 2003 American Bankers Association, Washington, D.C.

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Tool 3: Employee Training and Education

Robbery Response Kit Having the proper documents handy after a robbery has occurred will greatly ease the process of making sure that you get all of the information necessary to quickly apprehend and convict the robber. This robbery response kit can be amended to suit your financial institution and community. It includes a description form that captures the characteristics of the robber and the robbery, and a form to help you get in contact with any witnesses and employees who were present when the robbery occurred. Post Robbery Checklist After a robbery occurs, the following steps should be followed to ensure that no one in the branch has been injured, and to preserve evidence for law enforcement: Call law enforcement (usually 911 for local law enforcement) and the FBI. Be prepared to tell them that a robbery has just occurred, the address of the branch, and any identification you can provide on the robber(s), vehicle(s) used and direction of escape. Contact the alarm monitoring station to confirm that the alarm was received, and to determine if law enforcement has been dispatched to the branch. Ensure that no one in the branch needs medical attention or should be referred to your employee assistance program. If any one is injured, call for medical assistance. If possible, post a notice at the main entrance to the branch, to notify customers that the branch is temporarily closed, and to give the location of the nearest open branch. Station someone near the main entrance to wait for the police. Let no one into the branch except law enforcement. Give each witness (employees or customers) a description form to help them recollect what they saw, or give each witness a piece of paper to make notes about what they observed. If customers insist on leaving, get their names and phone numbers to share with law enforcement, if needed. Protect any areas that the robber(s) touched visited to preserve any fingerprints or any footprints they might have left.

Robbery Description Form Fill in the blanks immediately after a robbery and before you compare notes with anyone else. Describe or circle only those items you are sure of. Use the blank figure to draw in hard-to-describe details such as patterns of clothing and/or location of scars. Please provide additional copies of this form for each robber. Date of Robbery:

Time:

Institution or Company Name: Branch: Address: Phone: Your Name: Home Address: Phone: Position: Signature: Date:

Time:

SPEECH:

Loud Refined Other: (describe):

Soft Rapid

Lisp Nasal

Slow Deep

High-Pitched Stutter

ACCENT:

Local Other (describe):

Eastern

Southern

Western

Foreign

WEAPON:

Semiautomatic Pistol Automatic Rifle

Revolver

Knife

Rifle

Submachine Gun

Shotgun

Sawed-Off Shotgun

COLOR:

Black

Shiny

Other:

DESCRIBE WEAPON Did robber use a note? Did you retain note?

ROBBERY DETAIL

Yes Yes

No No

If you were unable to keep the note – what did it say?

If robber spoke – what did he or she say? Did the robber have an accomplice you were aware of?

© 2003 American Bankers Association, Washington, D.C.

Yes

No

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ROBBER’S ESCAPE

Don’t Know Type of Vehicle:

On Foot

Car

Other Vehicle

Make: Model: Color: ESCAPE VEHICLE

Year: License Number: Number of Other Passengers in Vehicle: Direction Taken:

ADDITIONAL NOTES OR DESCRIPTIONS

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HEIGHT:

WEIGHT:

SEX: COMPLEXION:

Male

HAIR COLOR: FACIAL HAIR HAIR STYLE: EYEBROWS:

EYES:

EYE COLOR: NOSE: TEETH: CHIN: EARS: MASK: HANDS:

Sallow Blonde

APPARENT AGE:

Female Light Red

Partially Gray

Beard

RACE: Ruddy Brown

Freckled Gray

Dark Black

Other:

Unshaven

Moustache

Long Short Medium Bald Wig Straight Medium Curly Partially Bald Bushy Thin Low Over High Over Eyes Large Wide Set Small Close Pouches Deep Set Together Droopy Blue Gray Hazel Brown Black Small Large Long Short Thin Wide Straight Crooked Buck Discolored Some Missing Long Square Receding Prominent Small Prominent Yes No Right-handed Left-handed

Please use the blank figure to draw in any hard-to-describe details such as patterns of clothing or location of scars.

Suit: Gloves: Jacket: Hat: Sweater: Shoes: CLOTHING: Circle items and Slacks: Overcoat: describe: Skirt or Dress: Raincoat: Tie: Windbreaker: Belt Buckle: Other Marks and Characteristics: Describe any other personal characteristics such as scars, tattoos, birthmarks, limp, twitch, deformities, amputations, or any jewelry such as a watch, ring, necklace, earring, etc., that the robber wore:

© 2003 American Bankers Association, Washington, D.C.

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Robbery Witness Contact Form Name

© 2003 American Bankers Association, Washington, D.C.

Address

Telephone Number

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Tool 3: Employee Training and Education

Your Robbery Deterrence and Response Policy Having a robbery deterrence and response policy, as part of your overall policies and procedures, will also provide your institution with a consistent approach to all the steps you wish employees to take before, during, and after a robbery occurs. Many, if not all of the documents in this toolbox, if used by your institution, can be referenced or incorporated into such a policy. You may want to consider portions of the following sample policy as you think through the process of revising your existing robbery deterrence and response documentation. Preventive Measures Employees should be instructed to be aware of all customers in the branch and to make eye contact with them when possible. Persons loitering about should be approached and offered assistance. Unusual behavior or items should be monitored and/or addressed. Under no circumstances should patrons or contractors be allowed into the vault or allowed in areas of the branch not for public use, unless they are known and their purpose is verified. Workmen or delivery persons approaching the doors of the branch before or after hours must provide identification and the reason for entry before being allowed into the building. Actions During a Robbery Every staff member must be familiar with the company's policy and instructions regarding robbery attempts. Employees should follow the instructions of would-be robbers and not take any action that would antagonize the robber(s), or place the life of any employee or customer in jeopardy. Employees being robbed or employees observing a robbery attempt should activate the alarm and surveillance system if the activation can be accomplished safely. If the robbery involves only one person trying to discreetly control one individual, the individual being robbed should make no effort to signal or gain the attention of any other employees of the branch.

Employees should give no more than the amount demanded. They should be trained to ensure that bait money is also given. Employees should attempt to provide a good description of the robber(s). Attention should be paid to the following items: • clothing • weapons • speech patterns • facial characteristics • the method of operation • other mannerisms or peculiarities that attract attention. Employees should be trained to observe areas touched or objects handled by the robber(s) so that they can be processed for fingerprints. If a demand note is used, it should be kept for evidence if it is safe to do so. If possible and without taking undue risks, an attempt should be made to obtain a complete description of the method of transportation used by the robber(s). This may include type, model, make and color of the vehicle, the license number and the direction of travel. This should be done by observing from windows. No attempt should be made to exit the branch. Once the robber(s) has left the bank, the bank doors should be locked to prevent the robber(s) from returning and taking hostages. Employees must not make an attempt to follow or detain a robber. Actions After a Robbery Has Occurred The institution’s Manager of Branch Operations and/or management in charge at the time of the robbery is responsible for the following items: 1. Ensure that the branch is immediately closed and restrict access to the area involved until law enforcement personnel have completed the initial stage of their investigation. Only law enforcement and the institution’s administration personnel are to be allowed into the branch until customer service has been restored. 2. Ensure that these Robbery procedures have been followed and a Robber Description Form is prepared. Provide instructions to all appropriate personnel and customers. 3. Isolate witnesses so that law enforcement staff may interview them. Employees and witnesses should not be allowed to compare information prior to being interviewed. 4. Immediate telephone notification must be given in the following order: 1. Local Police, County Sheriff or Highway Patrol 2. FBI Office (if local authorities have not responded) 3. Corporate Security

© 2003 American Bankers Association, Washington, D.C.

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5. Descriptive information such as direction of travel, description of the car, etc., should be given to the local law enforcement agency so they may provide the information to persons responding to the alarm. After law enforcement has processed the area for evidence, management must secure the victim’s cash drawer and work area until two persons can conveniently audit them. Information related to the crime scene and bait money involved (dollar amount, denomination and serial numbers) should be given to the investigating law enforcement agency. Still-photo security cameras should be opened in the presence of the FBI or law enforcement officers. If a video camera is used, the bank’s Manager of Branch Operations should maintain custody of the videotape. The Manager of Branch Operations will surrender the film or cassette to the designated law enforcement officer collecting evidence. Law Enforcement Response and Involvement Law enforcement response may vary with circumstances such as number of personnel available, vehicles in the general area, and existing weather conditions. Generally, at the receipt of an alarm, the law enforcement response is to immediately dispatch officers to strategic areas surrounding the bank. When properly located, the police dispatcher will call the branch to determine if the alarm is false. All local police should have been instructed not to enter the branch, but to assume discreet positions outside until the alarm is confirmed. Under false alarm conditions, a member of management should always meet the law enforcement officers outside the branch. This is usually done when the Police Dispatcher phones and requests the meeting. At this time, confirmation will be made whether a false alarm or an actual robbery has occurred, and only then will police enter the branch. Until a member of the bank management has made this contact, the local police will assume that the robber is still in the bank building and will be primed to apprehend anyone leaving the premises as a potential robber. Do not exit the bank to meet responding officers until the police dispatcher has requested this by phone. Press Releases After a Robbery or Robbery Attempt Photographers, other members of the press or other unauthorized individuals are not to be allowed in the branch during an investigation of a robbery. Under no circumstances are employees to give interviews or release information to the press. All requests for information from the news media must be directed to the employee with public relations responsibilities.

© 2003 American Bankers Association, Washington, D.C.

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