When Mental Health Meets Security: Handling a Shopper in Crisis

As a security guard in a grocery store environment, you'll encounter situations that require more than just enforcement, they demand compassion, safety awareness, and de-escalation skills. One particularly challenging scenario is when someone appears to be experiencing a manic episode while eating unpaid food in the store.

Recognize the Signs

A person in a manic state may display rapid speech, erratic movements, difficulty focusing, heightened energy, or poor impulse control. They may seem disconnected from social norms, like eating food directly from shelves, not out of malicious intent, but because their judgment is impaired by their mental state.

Safety First, Always

Your primary concern is safety, for the individual, other shoppers, and yourself. Maintain a calm presence and assess the situation from a distance initially. Is the person agitated or aggressive? Are they a danger to themselves or others? Keep adequate personal space and avoid cornering them, which can escalate anxiety.

De-escalation Techniques

Approach slowly and speak in a calm, low tone. Introduce yourself clearly: "Hi, I'm Sam, one of the security guards here. I want to make sure you're okay." Avoid accusatory language about the food, this isn't the moment to enforce store policy about unpaid merchandise.

Listen more than you speak. If they're willing to talk, let them. You're not trying to "fix" them or reason them out of their state; you're creating a calm presence that reduces chaos.

When to Call for Help

If the person is in genuine distress, disoriented, or potentially a danger to themselves, contact emergency services. Many jurisdictions have crisis intervention teams trained in mental health response. Phrase your call around concern for welfare rather than criminal activity: "We have someone who appears to be in mental distress and may need medical assistance."

What Not to Do

Don't physically restrain someone unless there's immediate danger, this can trigger trauma or escalate the situation dramatically. Don't shame them or draw excessive attention to their behavior. Don't assume intoxication when it might be a psychiatric crisis.

The Aftermath

Document the incident thoroughly, noting behaviors observed, your actions, and outcomes. This helps protect everyone involved and can inform better responses in the future.

Final Thought

Remember: your role isn't to diagnose or treat mental health conditions. It's to maintain safety with dignity. Sometimes the best security work isn't about catching shoplifters, it's about recognizing when someone needs help, not handcuffs, and responding with humanity intact.