FOI release

SIA rules and training about ejecting customers from the premises

Published 25 July 2023

1. Request

Please provide the following information:

1. A copy of the SIA rules and training applicable as at 1 February 2020 regarding a door supervisor’s powers to physically remove a patron who is refusing to leave a venue and has as such become a trespasser.

2. A copy of the SIA rules and training applicable as at 1 February 2020 as regards the carrying method that should be adopted by a door supervisor if they decide to carry a patron who is refusing to leave a venue and has as such become a trespasser.

3. A copy of the SIA rules and training applicable as at 1 February 2020 regarding how door supervisors should assist a patron who has potentially had their drink spiked.

2. Response

I can confirm that the SIA does hold this information.

The attached specifications for learning and qualifications are produced by the SIA. We set the high-level training standards. We do not develop, offer, or award the qualifications that are used to deliver training to individuals who wish to apply for a licence. Rather, it is the awarding organisations that are responsible for developing the training content and making it available to their approved centres to deliver the required training. This includes the indicative content.

The attached training and indicative content developed by the awarding organisations is used by all of the approved centres to deliver licence-linked security training to individuals who wish to apply for a security licence.

2.1 Powers to physically remove a parton

Door supervision specification content

The attached Specification for Learning and Qualifications for Door Supervisors (December 2014) was in use between January 2015 and March 2021. Page 10, Session 7: ‘Licensing Law’, includes the legal knowledge a door supervisor needs to know to perform their role. Specifically, bullet point 2 (“State the law in relation to refusing entry and ejecting customers”) covers the above.

The extract of the indicative content highlighted below, addresses this area in further detail. This can be found on page 15 of the ‘Working as a DS in the Private Security Industry’ document, dated 2014.

7.3 State the law in relation to refusing entry and ejecting customers

Licence holder, other members of staff and door supervisors acting on their behalf can refuse entry to any person from entering licensed premises, particularly to enforce licensing objectives.

Anyone refusing to leave the premises when asked becomes a trespasser and can be lawfully ejected from the premises using only such force as is necessary (Scotland – using only such force which is ‘reasonable’).

The Specification for Learning and Qualifications for Conflict Management, page 9, and the Specification for Physical Skills, page 7, (attached) also includes content relating to the door supervisor’s right to refuse entry and eject individuals from a venue. The specification and indicative content for both areas is outlined below.

Both the conflict management and physical intervention skills training includes a practical element that all learners need to take an assessment for and pass. The practical aspects of the conflict management training is supported by a number of scenarios, outlined on pages 10 and 11 of the conflict management specification.

Conflict management specification content

Session 4b: Application of Communication Skills and Conflict Management for Door Supervisors

Aim: To observe, discuss and participate in scenario situations requiring effective communication skills and conflict management. This is so that learners become aware of situations likely to lead to conflict and can apply knowledge of effective communication and conflict management skills to these situations.

Refusing entry to a customer on the grounds of:

• the venue already being full to capacity
• being under the influence of drink and/or drugs
• being underage
• not being suitably dressed
• not being able to pay the entrance fee
• refusal to be searched
• being found in possession of weapons or drugs
• being banned or under an exclusion order

Objective: By the end of this session learners will understand the rules regarding entry refusal and will know how to refuse entry in a way that reduces the risk of conflict.

Ejecting a customer from the venue due to:

• breaches of criminal law (theft, damage, assaults, drugs etc)
• breaches of licensing law (being drunk, violent, quarrelsome etc)
• breaches of house rules (dancing on tables, bottles on the dance-floor etc)

Objective: By the end of this session learners will understand the rules regarding ejection and will know how to eject a customer in a way that reduces the risk of conflict.

Incidents inside the venue, such as:

• advising/reprimanding for behaviour (breaches of house rules)
• first aid situation
• undertaking an arrest of a customer for an arrestable offence
• failing to adhere to drinking-up times
• domestic disputes
• other disputes (customer vs. bar-staff, complaints about service etc.)
• arguments/fights
• lost property (coat/bag/keys etc)
• dealing with incidents that lead outside of the premises – what should be the door supervisors responsibilities

Conflict management indicative content

LO 4 Understand how to develop and use problem solving strategies for resolving conflict

4.1 State the importance of viewing the situation from the customer’s perspective

• Builds rapport
• Enables empathy
• Helps to diffuse conflict situations
• Understand conflict situations

4.2 Identify strategies for solving problems

• Managing customer expectations
• Building rapport
• Find a mutual understanding
• Empathy
• Explanation of reasons

4.3 Identify win-win approaches to conflict situations

• Both sides come out of encounter satisfied
• Problem solving and negotiation
• Ways to achieve a win-win situation

Physical intervention specification content

Physical intervention should be used as a last resort. To emphasise this, physical intervention is the final unit that is delivered, and it highlights the importance of good communication and effective de-escalation skills. Door supervisors are taught the legal and professional implications of using physical intervention skills, the use of a dynamic risk assessment where these skills are used.

‘Session 3: Escorting Techniques (non-pain related)’ of the ‘Specification for Learning and Qualifications for Physical Intervention Skills’ covers the high-level practical techniques used by door supervisors to escort individuals. The content is provided below and can be found on page 7 of the specification.

Session 3: Escorting techniques (non-pain related)

Aim: To be able to use non-pain compliant standing holding and escorting techniques, including non-restrictive and restrictive skills.

Objectives: By the end of the session learners will be able to:

• Demonstrate the use of a method for physically prompting a person
• Demonstrate the use of a non-restrictive method of escorting a person
• Demonstrate the use of a one person low level restrictive standing hold that can be used as an escort
• Demonstrate the use of a two person low level restrictive standing hold that can be used as an escort
• Demonstrate how to de-escalate and disengage a physical intervention ensuring safety for all parties
• Communicate professionally with the subject of physical intervention, while using prompting, holding and escorting techniques
• Demonstrate how to escort an individual up or down stairs.

Physical intervention indicative content

The indicative content below provides more detail on the training content which is used to deliver training to learners.

Be able to use non-pain related ‎ standing‎, holding and ‎escorting techniques, including non-restrictive and restrictive ‎skills. ‎

‎4.1 Demonstrate the use of a method for physically prompting a person‎ - a non-restrictive prompt for use when verbal and nonverbal persuasion has not or is not likely to achieve the legitimate objective

‎4.2 Demonstrate the use of a non-restrictive method of escorting a person - a non-restrictive use of force to escort where prompting is not sufficient

‎4.3 Demonstrate the use of a one-person low level restrictive standing ‎hold that can be used to escort - remind learners of the increased risks associated with one on one restraints and teach a low level intervention option for use to hold and escort

‎4.4 Demonstrate the use of a two-person low level restrictive standing ‎hold that can be used to escort - a more restrictive hold and escort skill involving a minimum of two persons

‎4.5 Demonstrate how to de-escalate and disengage during physical ‎intervention ensuring safety for all parties - demonstrate controlled reduction of use of force to the point where staff can safely disengage

‎4.6 Communicate professionally with the subject of physical intervention, ‎while using prompting, holding and escorting techniques - helping to calm the individual, give instructions and check well being

‎4.7 Demonstrate how to escort an individual on stairways - escorting an individual on a stairway either: (a) because they are intoxicated or ill and require assistance; or (b) because they are non-compliant and need to be moved

In either case, moving a person up or down the stairs is a risky procedure. No one should be moved up or down stairs if they are violent or if you reasonably foresee that they might become violent during the manoeuvre. Always consider if there is an alternative procedure or an alternative route that avoids the use of stairs.

2.2 Carrying methods

We do not specify which carrying method should be used by door supervisors or in what circumstances specific methods should be used. It is the door supervisor’s responsibility to conduct a risk assessment and decide what should be done in line with any requirements put in place by the venue.

Bullet point 7 in the ‘Specification for Learning and Qualifications for Physical Intervention’ covers the practical requirements for this escorting technique; ‘Demonstrate how to escort an individual up or down stairs’. This can be found on page 7 of the document.

The theoretical aspects of the training are covered in ‘Session 1: Introduction to Physical Skills’. This can be found on page 5 of the specification document.

2.3 Assisting someone when their drink has been spiked

The ‘Specification for Learning and Qualifications for Door Supervisors’ has specific content which addresses vulnerable people: ‘Session 9: Dealing with Vulnerable People’.

Bullet point 2 “State factors to ‎consider when ejecting or refusing entry to a person that may be ‎vulnerable” (further explained below) provides training on how to keep vulnerable people safe and reporting assaults to the police. The indicative content which supports this is provided below and on page 18 of the ‘Indicative Content for Physical Intervention’ (September 2014).

Indicative Content

LO 9 Understand how a door supervisor can help to keep vulnerable people safe

9.1 Recognise the risks to vulnerable people being ejected from, or refused entry to a venue

• Being under the influence of drink or drugs
• Being assaulted
• Being alone
• Receiving unwanted attention
• Domestic violence
• Being too young to look after themselves
• Becoming the target of a sexual predator

9.2  Identify actions that can be taken by a door supervisor to protect vulnerable people

• Call friend or relative to assist them
• Call a licensed taxi to take them home
• Use a ‘safe haven’
• Ask street pastors or street marshals to assist
• Call the police

[Reference: FOI 0428]