Robbery Actions, Reactions, and Coping Skills

Prepared by:Alka Mehta

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Nationally, robberies of financial institutions constitute only 2 percent of all robberies. A credit union may go for years without an incident. But when it does happen, robbery is a frightening and dangerous experience. This course equips you with information to help prepare you in the event a robbery does occur at your credit union.

Objectives • Understand the characteristics of a robbery; • Identify the key concepts in a robbery

situation; • Implement proper procedures in a robbery

situation; • Know the importance of witness

identification; • Perform proper procedures following a

robbery situation; and • Understand post-traumatic stress disorder.

Characteristics of a Robbery

Robbery is “the taking of anything of value by actual or threatened force or violence.” Regardless of an actual or attempted robbery, the experience puts the victim in fear. You will never know if and when a robbery will occur. But understanding the characteristics of a robbery, and learning some general guidelines to follow, will help you cope in a robbery situation.

Key Concepts of Different Types of RobberyRobbery is unpredictable. However, knowing

certain trends and robbery types helps prepare your credit union. Statistics show the average offender is male, but a small percentage is female. More branch office robberies occur at mid morning and mid afternoon. According to the department of Justice, the number of robberies where a note was used is equal to the times the robber only used a verbal demand.

The Note Robbery Fortunately, the most common robbery, the

note robbery, uses the least amount of physical intimidation. The traditional robber works alone and approaches a lone teller. He is usually unarmed but may carry a knife or gun, either openly or concealed. He may claim he’s carrying a bomb. He asks for money or displays a note. The note is usually prepared just before the attempt and is typically written in block printing on something like the back of a deposit slip. The note might read, “Give me $20,000. Don’t say anything and no one will be hurt!!”

While the note robbery is the most common type of robbery at financial institutions, takeover robberies, morning glory robberies, and closing-time robberies can also occur.

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The Takeover RobberyA takeover robbery is committed by one or more

perpetrators, often armed, who take over the lobby and demand money. The robbers are usually professional thieves working in teams. Robbers may be highly aggressive and intimidating. The robbers may require that you do not look at them and they may take a hostage. The movie clip in the course offers an example of a hostile takeover robbery

The Morning Glory RobberyThe morning glory robbery occurs as an

employee, upon arrival, opens the credit union for the business day. The robber takes the employee-hostage inside and demands money. The number of morning glory robberies is small, but significant. To protect employees and members, two employees should share the responsibility for opening the credit union whenever possible.

The Closing Time RobberyIn the closing-time robbery, a robber hides

somewhere inside the credit union at the end of the business day, or pretends to be a last minute member. After the doors are closed for the day, the robber demands money from the closing staff.

It is important to be extra careful during the opening and closing procedures.

Assessing Your RiskThe Physical Environment

There are several physical characteristics that can make one credit union more vulnerable to robbery than others include:

1. Credit unions in stand-alone buildings; 2. Those in well-populated areas with numerous

financial institutions; 3. Those in high crime areas; and 4. Credit unions near good escape routes, such as

an interstate highway.While it’s important to identify vulnerabilities,

it is also important to recognize security. Robbers tend to avoid credit unions inside sponsor buildings, office buildings, enclosed malls, and other structures that often have their own security. This is true especially if the credit union is located on an upper floor. A study of Chicago financial institution robberies found that robbers devote most of their planning to devising an escape route.

Activities Outside the Credit Union Be aware of activities outside the credit union.

It’s good practice to walk the property from time to time. Robbers usually scope the credit union grounds before hand. By being alert to all your surroundings, you can prevent a robbery.

• Keep doors and windows clear of obstructions. For example, don’t hang posters or advertisements where they may block your view. You need to see out and the police will need to see in. Windows should be large

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For your bait money packet to be effective, each bill’s denomination, issuing Federal Reserve Bank, series, and serial number must be recorded. The records should be kept in a locked file away from other currency and bait money.

• A dye pack is a packet of bills equipped with a mechanism that releases a cloud of red vapor, plus optional tear gas, and a burst of red dye. This stains the money and often the robber, making him conspicuous and identifiable in his escape. The pack does not “explode” as is commonly believed. The pack rests on a metal plate in the teller drawer until passed to the robber. When the robber exits, an electronic scanner in the doorway triggers the dye pack mechanism. About 10 seconds later, the mechanism goes off with a loud report, but there’s no explosion that could hurt someone holding the pack. The robber is often forced to abandon the money because of the identifying stains he may carry on his clothing and skin. • Finally, keep the minimum amount in your drawer. Setup a second drawer for bundled cash or return extra money to the vault. The second drawer is always kept locked. So, if you do get robbed you will be handing out less cash.

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enough, and the interior bright enough, to offer the police and public a clear view of a credit union’s interior. The area behind the tellers’ counter should not be visible. The lobby should be kept clear of plantings, sculptures, or other obstructions that prevent employees from observing the area. Also, outside landscaping or other objects should not provide “hiding places” for robbers.

• Know where the cameras are located and how to operate them.

• Always keep bait money in your cash drawer. Bait money is a packet of identifiable bills placed in each teller’s drawer and accounted for in the cash reserve fund. It is often kept in the metal clip that triggers the silent alarm so authorities know money is being passed to a robber. Also, a small tracking device can be attached to help police follow the progress of the money.

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Activities Inside the Credit UnionYou can prevent and prepare before any potential

robbery by being involved and aware of the activities inside your credit union.

• Develop a robbery response plan for your team. For example, any tellers present during a robbery might be tasked with assuring the alarms are activated. Or, any loan officers present can lock down the credit union after a robbery to secure the scene.

• When someone walks in, look up and acknowledge them immediately. All guests in your credit union, and any potential robbers, will know you are aware of them.

• Be observant of members. Robbers look for the employee who is least likely to identify them. Focus beyond the technical aspect of the transaction. Make eye contact with members and make mental notes of their attire and physical characteristics. If the whole team engages in observation techniques, it sends deterrent signals to the potential robber who now knows he can be identified by several employees. That might scare him off completely!

• Try to learn the names of the regular members. Making efforts to know your members by sight is not only excellent member service, it also increases your sensitivity to unfamiliar visitors in your credit union.

During a RobberyA robbery is a frightening experience. A common

response to robbery is fear, nervousness, and confusion. Your main goal during the robbery is surviving. Anything else is secondary. Money can be replaced but not the human lives of you and your members. During a robbery, remember that:

• Your highest priority is to keep yourself and everyone else in the credit union free from harm. Don’t ever feel that you have to be a hero. It’s important to stay safe.

• Use your judgment and follow the response procedures in place at your credit union.

• Take threats seriously. Always assume the robber is armed, even if you don’t see a weapon. To minimize risk, keep in mind that once the robbery starts, your job is to get them out as soon as possible.

w • Stay calm. If you get upset, you will only provoke the robber. Remember, he might be as scared as you are.

Stay Cautious and SmartUse common sense during a robbery. Remain alert

and attentive, but cooperate with the robber to reduce risk.

• Do exactly what the robber says. If he only wants 20s, don’t deviate from his request.

• Don’t make sudden movements that will make the robber think you are pressing the alarm. Explain your actions as you move. Say things

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like, “I am going to get a bag from the bottom drawer.”

• Activate alarms and cameras only when it’s safe to do so. That may not be until the robber leaves the credit union. While it is helpful to get a picture of the robber, it is more important for you to be safe. If you do go for the alarm use the whole body movement – don’t just reach over because that’s what the robber expects.

• Retain anything that could be used as evidence, only if safe to do so.

Witness IdentificationOne area where you have a lot of control during a

robbery is in making an identification. It is helpful to be observant, but it is important to observe the robber with caution. When it is safe to look, try noting a distinguishing characteristic that may help in capturing and convicting the robber. A distinguishing characteristic is something that is unique or distinctive to that individual such as a mole, tattoo, or a limp. Try to gauge his age using facial, vocal, and physical cues.

Distinguishing Characteristics • Observe the robber. Observe the more static

characteristics such as skin color, build, and height. When you are under stress it’s easy to focus on one detail and forget everything else. Robbers rely on that. They may wear hats, sunglasses, or a false beard to disguise traits.

• Look at the torso and where it hits the counter. That will give you some idea of height. Compare height and build with someone you know in the credit union.

• Look at the hands. Is he wearing any gloves or special rings? Are there any scars or tattoos?

• Observe clothing and shoes. What color clothes or jacket is he wearing? Pay special attention to shoes. He may take off his jacket when he leaves but he probably won’t change his shoes.

Other Defining CluesYou’ve done your best noting the robber’s

physical characteristics. This may have been made difficult by disguises and your location during the robbery. Other observations you make during a robbery can be helpful in your identification statement.

• Notice any weapons. You may not know much about weapons but describing the color and size can help law enforcement narrow down the possibilities.

• Observe the escape. Which exit did the robber use? Is the robber escaping on foot, or did you hear a getaway vehicle? If you are in a position to, notice as much of the license plate as you can, plus the color, make and model of the vehicle. In which direction did he run or drive?

• Recall everything the robber touches, such as the robbery note or countertops. This may be useful in retrieving finger prints.

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After a RobberyImmediately following the robbery, once the

danger is gone, implement your credit union’s robbery response plan. Having this in place helps secure the scene and keep the team in control of the situation.

Key Steps to Take After a Robbery

1. Alert CoworkersInform your co-workers that you were robbed so

employees will assume their response plan roles.

2. Activate AlarmAssure the alarm is activated. If an alarm was

activated during the robbery, reactivate it to assure law enforcement is alerted.3. Secure the Area

An employee should lock the doors and post a temporary closed sign. Employees should also lock-up their drawers and valuables.

4. Collect Witness ContactsCollect the names and addresses of all those

present.

5. Preserve the SceneBlock off the robbery area and touch as few items

as possible. This helps preserve the scene and potential evidence.

6. Witness DescriptionsWithout discussing the robbery, escort the victim

teller or tellers to a private office and ask each of them to complete the Witness Description Form.

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7. Alert the AuthoritiesCall the police. Give your name, the credit union

name and address, directions, time of the robbery and a description of the robber and his escape. The first responders to a robbery will be from your local law enforcement, usually the police. The FBI may join the case and work with the police.

8. Maintain CalmKeep members and employees calm. Refrain

from discussing the experience until each witness completes their own robber description form. If a member must leave, record their contact information.

All these response tasks are equally important and should be performed simultaneously by the members of your response team. Having a robbery response plan in place promotes an orderly and efficient approach to a traumatic experience.

The After-Effects of a Robbery

In addition to preparing a robbery response plan, post-robbery procedures should include measures to prevent Post-traumatic Stress Disorder or PTSD.

PTSD is a condition in which victims or witnesses suffer from anxiety long after a crime or tragedy occurs.

Traumatic stress need not be confined to the people directly involved in a robbery. Loved ones or those present elsewhere in the building may also experience symptoms.

Symptoms of PTSD are emotional flatness, a sense of being on “autopilot“, anger, fearfulness, sleep problems, body pains and strained relations.

How to prevent PTSDOffering immediate attention to victims and

witnesses after a robbery is crucial for preventing PTSD.

You can do several things to prevent PTSD. • Be supportive. • Allow the victims to be involved immediately

after the robbery. • Give each victim time to tell his or her story

and share feelings. • Provide someone to listen and assist if needed. • Schedule a staff meeting within 48 hours.

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SummaryAlthough robberies are not inevitable,

understanding and preparing for a robbery experience is your best defense. We hope this course provides you and your credit union a foundation for responding to the three stages of a robbery. Although you may never have to experience this traumatic event, we hope that by completing this course you will have a better idea of what to do in the event that you are part of one.

Final ExamTo register for the Final Exam go to:Training.cuna.org and click on CPDOnline under LOG

IN on the left hand side of the screen.

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