The Distressed Visitor
You are a security officer at the main gate of a residential estate. A woman arrives in a car, visibly upset and crying. She says she is the daughter of a resident and needs to get in urgently because her father is ill. She cannot provide the access code or the resident's phone number. She is shaking and says she left her phone at home. The estate rules require all visitors to be verified before entry. There is no answer when you call the resident's landline. The woman becomes more agitated and starts shouting that you are heartless. A queue of cars is forming behind her. You have a radio to call your supervisor, but the supervisor is on a break and may take a few minutes to respond.
1. What should you do first, and how do you balance security with empathy?
Read the worked answer
First, remain calm and professional. Acknowledge her distress and explain that you understand her concern, but you must follow procedures to keep everyone safe. Do not allow entry without verification. Ask if there is any other way to verify her identity, such as an ID document, a recent photo with her father, or another family member's contact number. Offer to call the resident again or try an alternative number. If possible, ask her to park aside so the queue can proceed. Use your radio to contact your supervisor for guidance. Show empathy by speaking softly and reassuring her that you are trying to help, but do not compromise security.
2. If the supervisor does not respond and the woman tries to drive through the gate, what actions should you take?
Read the worked answer
You must prevent unauthorised entry while ensuring your own safety. Stand clear of the vehicle, but clearly state that she must not proceed. If she drives through, do not attempt to physically stop the car; instead, record the vehicle's make, colour, and registration number, and immediately radio for backup and inform the supervisor. Note the time and details. After the incident, write a detailed report. Do not use force unless it is necessary to defend yourself or others from imminent harm. Your priority is to avoid injury and to follow the estate's emergency procedures.