Counselling: not a word normally associated with investigating stock or financial loss, writes Steve Cleaver, Managing Director of Axon Security Solutions.
It is more often referred to when picking up the pieces post-crime and dealing with the victims; however I use the term to describe a method in the detection and prevention of retail crime. Informal staff interviews at several high street retailers have been supported by the respective HR departmental guidelines. All staff are encouraged in a confidential manner to discuss crime in general, specific theft and loss at store level, and the impacts of criminality within their neighbourhood. This process is not particularly time-efficient, but with patience and a professional interviewer, staff have been extremely forthcoming with evidence of wrong-doing and anecdotal tales of dishonesty within the workplace. The key to the effectiveness of this process is the establishment of trust with both parties recognising the importance of confidentiality, and that evidence obtained will not be used without the permission of the originator. In most cases with reluctant witnesses all is not lost; understanding the mechanism of store crime is valuable information in preventing offences.
As a second stage, confidential contact information, (e-mail, mobile phone voice and text) are given to those interviewed to be contacted confidentially in the event of further information. Informants can remain anonymous. Analysis and management of any confidential information, with the management of informants is by ex-police officers with source handling experience. Intelligence gathering in this style has lead to the uncovering of large-scale theft and fraud, and the prosecution and/or dismissal of the offenders. Whilst this is only one approach to retail crime, feedback from the store mManagement is that effectiveness can be measured in prevention of crime, detection of criminal activity, and the co-operation and involvement of staff in tackling crime. The vital difference in conducting informal discussions with staff compared with the interviewing of suspects and potential witnesses in accordance with criminal law, is that a network of positive staff is created resulting in an atmosphere beneficial to the retailer. As for using external interviewers: firstly witnesses are more inclined to reveal confidences to people outside their normal circle, for fear of being a labelled an informant; secondly the interviewers are trained in confidentially managing the information in accordance with civil and criminal law.
An anecdote
Whilst in the process of investigating a substantial stock loss within a branch of a multi-national retailer, I spoke to a part-time member of staff who had only worked at the store for three weeks. She explained that with a young child she had to return to work for financial reasons. If I am honest I wasn’t expecting any information, however she surprised me and to her credit gave me information regarding her cousin and his criminal associates, and she explained that this gang in collusion with a female member of staff had been involved in fraudulent credit card transactions in the store. My informant insisted on anonymity and I pledged that whatever the outcome of my investigation she would not be named, or have to give evidence. Further investigation work away from the store gave me the necessary evidence, resulting in the prosecution of the staff member for her involvement in the credit card fraud, and as a bonus she admitted to the police the theft of stock to the value of £5200. My source was offered a reward and declined,. When I discussed the outcome with her, I asked her what motivated her disclosure, she explained that she had been the victim of crime and that her neighbourhood had deteriorated due to criminal activity. My informant has kept in touch and provided me with information (not retail-related) which I have forwarded to the police. This illustrates the benefit of talking to as many staff as possible, and in my case to remind me not to dismiss those considered at the outset as irrelevant to the investigation.
About Steve Cleaver
Having started his career as a police officer and investigating retail crime as a CID officer, Steve combined the best of both worlds and joined the catalogue retailer Argos, initially as an Area Security Manager, then Regional and finally as Security Administration and Technical Support Manager. Due to an offer from a CCTV supplier to become their Sales Director, Steve then spent the next few years gaining business experience as Managing Director of two other technical solution providers. Returning to his investigative and loss prevention roots Steve started a consultancy in 2002, and more recently in 2007 started Axon Security Solutions. E-mail [email protected]
