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6/13/2013
1
ORGANIZED RETAIL CRIMEMALL/RETAIL PARTNERSHIPS
Steve Crumrine
CHALLENGES
CHALLENGES
MALL SECURITY
• Traditional view: Responsible for security in the common area (not tenant space)
• Are not protected by merchant privilege statutes to stop/detain a suspected
shoplifter. Only tenant employees are protected by law, and therefore not civilly
liable, for stops/detainment.
• Are generally unaware of crime occurring inside tenant spaces unless requested by
a tenant to “stand by” when a suspected shoplifter is detained.
CHALLENGESRetail Loss Prevention Effort
• Is there adherence to loss prevention “best practices”?
– Planned store design/merchandising display
– Sound training for store employees
– Clear policy on detaining/prosecuting shoplifters
– Excellent communication with mall security and police
– In-store loss prevention employees
– CCTV in tenant space
OPPORTUNITIES
THE BEGINNING OF A
PARTNERSHIP• Abercrombie & Fitch
• GAP
• Limited brands
• NRF
• Additional retailers
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TRAINING VIDEO – ORGANIZED
RETAIL CRIME• Developed by the International Council of Shopping Centers (ICSC) in collaboration
with the NRF.
• Subject matter experts on the content of the training were several loss prevention executives representing major retailers.
• Training is required for all entrance level officers at GGP; also provided annually to all officers.
• The content trains officers on recognizing ORC groups, methods of operation, and the impact on the retail industry.
• Instrumental in developing the LP/mall security relationship.
COMPREHENSIVE PATROL
• Progressive/Assertive method of patrol.
• Highly interactive with customers and retailers.
• Security officers spend more time in “hot spot” areas.
• Officers look for suspicious behaviors, including individuals that display
characteristics/behaviors consistent with ORC participation.
– Subjects carrying empty bags, or bags with store names not in the particular mall
– Purses or bags that appear to have a foil lining
– Multiple trips to a vehicle
• Officers look for safety hazards that may pose a risk.
NRF INVESTIGATOR NETWORK
• Attendees include loss prevention professionals, shopping mall security directors and
law enforcement.
• Meetings provide an ideal opportunity for attendee’s to:
– Meet new security/law enforcement professionals
– Network with attendee’s with like issues/problems
– Learn current trending patterns/method of crime commission
– Learn about new technology in the loss prevention field
• Meetings generally have a pre-set agenda, with topics/issues that are current/relevant.
They also provide an opportunity for discussion of individual issues/problems.
• Format may take the form of round table discussion with each table discussing a topic
an “reporting back” to the entire group.
TOP 25 ORC MALL REPORT
• Identifies the top 25 ORC malls on a bi-weekly basis. A quarterly and annual TOP
25 ORC Mall Report is also distributed.
• A “customized” Top 25 ORC Mall Report of only GGP malls is distributed to GGP
Corporate Security.
• The report lists the retailers that were victimized at the top 25 ORC malls.
• The report information provides the opportunity to identify which retailers are hit
most frequently, and through analysis, mall “hot spot” locations can be developed.
ORC reporting ORC Reporting
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ORC ACTION PLANS
• Action plans are developed at GGP malls with high incident levels of ORC.
• Utilize Top 25 ORC Mall Report to identify “high risk” ORC properties.
• Malls identified based on year-end, annual data or a property that is consistently listed on a bi-weekly basis.
• Plan includes:– “Hot spot” locations determined through incident analysis
– Significance or scope of the problem
– A determination of the highest risk time of day/day of week
– Strategies/tactics to impact on the problem• Comprehensive patrol
• Enhanced ORC training for security team
• Meetings with retail managers and district LP managers of affected stores to develop a plan to address issues collaboratively
• Introduce RCAT program
• Enlist the assistance of local police
• Strategic use of video patrol
• Create “hot spot” crime maps and post them in security office
• Conduct frequent walk-throughs of “hot spot” retailers
RETAIL CRIME ACTION TEAMS
(RCAT)• The RCAT program is another tool to combat retail theft.
• Assigned team members wear plainclothes to blend in with shoppers.
• Officers will patrol the mall with the intent of observing characteristics and behaviors of retail theft.
• Officers DO NOT make arrests on behalf of retailers.
• While on RCAT patrol, when officers observe subjects participating in retail theft they will notify security dispatch.
• Dispatch will assign a uniformed officer for an immediate walkthrough and customer service interaction (if requested by retailer).
• Dispatch will call police if a booster bag or sensor removing tools are observed, or if requested to do so by the retailer.
RAPID NOTIFICATION SYSTEM• Mall retailers can be immediately notified of an emergency or important
information, through email, phone call (hard line or cell) and text. Examples of
notifications include:
– Lost child or an elderly (dementia) patient
– Severe weather
– Evacuation
– Road closures
– Criminal activity
– Possible ORC
ORC Success Stories
SUCCESS STORY #1
• On 3/6/2013 at Woodbridge Center, a security supervisor was walking to the Express Store to
complete a walk through at 5:05 pm. The store is listed by the security department as one of
their “hot spot” stores and receives periodic walkthroughs in an effort to deter ORC activity.
• As the supervisor arrived at the store he observed two males leaving the store, with one of
the subjects carrying a Brookstone bag. There is no Brookstone at Woodbridge and the bag
appeared to be stuffed with items.
• As the supervisor approached the two subjects and got eye-to-eye contact with them, the
suspect who was carrying the bag dropped it and the two subjects ran through an anchor
store and out of the mall. The bag was recovered with 75 items of merchandise worth
approximately $3,330.00.
• The subjects eluded the responding police and security but the merchandise was recovered.
SUCCESS STORY #2
• On 3/13/2013 at 8:45 pm, the assistant director of security was standing in the area of Kay’s Jewelry. The security department has identified the jewelry stores as a high value theft “hot spots”, with a high potential of being victimized during the hour after opening and the hour before closing.
• The assistant director was alerted by a Kay’s employee about a subject that requested to see a high value ring worth $15,000.00, and ran from the store after being handed the ring. The assistant director placed a description of the subject over the radio to other security officers as the subject entered an anchor store.
• An officer on mobile patrol observed a subject fitting the description given by the assistant director walk out of the anchor store. The officer kept the subject under observation while directing the Woodbridge Police to the subject’s location. The subject was arrested and the ring was recovered.
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SUCCESS STORY #3
• On 4/26/13, one the officers that was training for the Retail Crime Action Team (RCAT) followed two female subjects that he believed were acting suspiciously going in and out of stores carrying shopping bags. Inside New York & Company the officer observed them at a watch display but could not see if they actually took any watches. The officer followed the two out of New York & Company to inside of H & M.
• Inside H & M, the officer observed one of the subjects take a shopping bag from a counter area. The officer then observed the two subjects start to remove sensors from clothing and place the clothing into the shopping bag. The officer shared his observations with dispatch and requested the dispatcher to notify the loss prevention agent from H & M and to keep a camera on the area of the store. The dispatcher also notified Wayne Police to respond to the property.
• The officer left the area of H & M as the loss prevention agent followed the two subjects out of the store into the common area. The loss prevention officer made a stop on the two subjects with a security supervisor standing by.
• Subsequently, the loss prevention agent found approximately $170.00 worth of clothing from H & M, 20 shirts valued at approximately $560.00 from Ann Taylor, and 25 watches valued at approximately $1,200.00 from New York & Company in the bags the subjects were carrying.
• The subjects were arrested by the Wayne Police for the theft of the merchandise. The responding police officer took the subjects to the station for further processing and investigation.
Nelson Harrah
Director ORC
Gap Inc
The partnership began!
• Level setting on retailer’s and security P&P
• Creation of master ORC training
• Creation of ICSC ORC video
• Field training to mall security teams
throughout U.S.
• Continued Joint ORC mall operations
ORC Training Topics for security
• Current trends in ORC methods & targets
• Conducted in “train the trainer” format
• How they operate in stores, mall proper and in
parking lots
• Counter surveillance techniques
• Evasion techniques used by actors
• Effective apprehension best practices
NRF/ICSC Mall Security ORC Training
VideoLearn Their Pain Points
� Retailers not sharing crimes with security
� Previous negative history with
retailers/security
� Understanding retailer’s/security policies
� Mall security has evolved
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Gap Inc’s ORC Action Plan
• Revision to prosecution policies
• Revised return policies
• Elimination of checks pilot
• Daily gift card report
• Daily mail check report
• P.O.S.T certified training to Law Enforcement
Retailer’s Policies
• When we can call security?
• What can we share?
• When can we prosecute?
• What does your company need from security
leadership?
• What does security leadership need from us?
ORC Mall Operations
• JORCTF: Limited Brands, A&F, Macy’s, Luxottica, Rue 21, Express & Gap Inc
• Overview of Operations
• PD, Mall Security & Retail LP
• Crimes we see During Operations
• Stops at Vehicles
• Identify Fences
• Significant Impact to Suspects & Community
27
ORC Mall Operations
ORC Mall Operations
29
ORC Mall Operations
30
6/13/2013
6
ORC Mall Operations
31
ORC Mall Operations
ORC Mall OperationsPolice Crack Down On Shoplifters, Weapons At Mall
Zero-Tolerance Policy Enforced At Independence Center
� ORC Operation at Independence mall
� Formal plan to Impact ORC Suspects
� 3 day Operation
� Multiple Retailers & Mall Security
� PD Special Response Team, Traffic Safety and
Canine units (27 officers)
� Mobile Command Center
Police Crack Down On Shoplifters, Weapons At Mall
Zero-Tolerance Policy Enforced At Independence Center
� “It was a big day -- We took away three Minivans
full of Suspects”
� 83 Arrests, 146 Warrants
� $13,000 recovered
� Rape and Auto Theft Arrests
� “Our Community is Safer
Because of this Operation”
Police Crack Down On Shoplifters, Weapons At Mall
Zero-Tolerance Policy Enforced At Independence Center
"The folks here want to make sure this doesn't turn
out like Bannister Mall. I mean, it's not around
any more -- they want to not let that happen
here,"
Captain Tom Gentry
Independence MO Police Department
6/13/2013
7
First Steps in Creating your ORC
Action Plan
• What are your most active locations?
• Benchmark with existing retail ORC teams
• Identify best established PD agencies and mall
security that are serious about ORC
• It is time to influence policy change at your
company?
• Join and contribute to ORCA’s
What’s Next to Plan for?
• Continued growth of ORCA’s throughout
North America
• CLOUD investigations (Public & Private)
• Migration of ORC into remote markets
• Diversification of crimes by ORC actors
• Increased safety risk during their crimes
Q&A