Emergency Contacts – Save These Now!
Before anything else, save these emergency numbers to your phone:
🚨 EMERGENCY CONTACTS
🚓 South African Police
10111
For crimes in progress or immediate danger
🚑 Emergency Medical
10177
For medical emergencies
👮 Store Security
[Your store’s number]
Ask Store Manager on Day 1
📱 Store Manager
[Manager’s number]
Your first point of contact
🎯 Team Leader
[Team Leader’s number]
For work-related issues
🏢 OUTsurance Support
[Support hotline]
24/7 support available
⚠️ When in Doubt, Call for Help
Never hesitate to call for assistance if you feel unsafe or uncertain. It’s always better to be cautious. Your safety is more important than any sale or target.
Personal Safety Guidelines
Essential Safety Practices:
🏪 In the Store
- Always stay in well-lit, visible public areas
- Never meet customers in secluded spaces
- Keep your work area tidy to prevent trips and falls
- Know the location of all emergency exits
- Be aware of your surroundings at all times
- Report suspicious behavior immediately
💰 Handling Cash/Valuables
- Never handle customer cash transactions
- Don’t carry large amounts of personal cash
- Keep valuables in secure lockers
- Never leave your tablet unattended
- Don’t display expensive personal items
👥 Customer Interactions
- Maintain professional boundaries
- Don’t share personal contact information
- If a customer makes you uncomfortable, step away
- Never go to a customer’s vehicle alone
- Trust your instincts – if something feels wrong, it probably is
🚗 Parking & Commute
- Park in well-lit, secure areas
- Keep valuables out of sight in your car
- Be alert when walking to/from your vehicle
- If working late, ask security to escort you
- Vary your routine if possible
📱 Digital Safety
- Never share your tablet password
- Lock your tablet when not in use
- Don’t install unauthorized apps
- Protect customer data – it’s confidential
- Report lost or stolen devices immediately
🏥 Health & Wellness
- Take regular breaks to rest
- Stay hydrated throughout the day
- Report any work-related injuries immediately
- Use proper posture when using your tablet
- Wash hands regularly, especially during flu season
What to Do in Common Scenarios
Scenario 1: Aggressive or Threatening Customer
❓ “A customer is becoming aggressive and raising their voice at you.”
1. Stay calm and don’t argue back
2. Lower your voice – this often de-escalates situations
3. Create physical distance between you and the customer
4. Call for Store Manager or security immediately
5. If you feel physically threatened, move to a safe location
6. Never put yourself at risk for a sale
Scenario 2: Suspected Fraudulent Activity
❓ “A customer’s ID looks fake or their information doesn’t match.”
1. Don’t accuse the customer directly
2. Politely say you need to verify some information
3. Excuse yourself and immediately contact your Team Leader
4. Follow their instructions – they may involve security
5. Never process a sale if something feels wrong
6. Document the incident as instructed
Scenario 3: Medical Emergency
❓ “A customer or colleague collapses or appears to be having a medical emergency.”
1. Call 10177 (emergency medical) immediately
2. Alert Store Manager and security
3. If trained, provide first aid; if not, find someone who is
4. Keep the person calm and comfortable
5. Clear space around them
6. Stay with them until medical help arrives
Scenario 4: Store Evacuation
❓ “The fire alarm goes off or you’re told to evacuate the store.”
1. Stop what you’re doing immediately
2. Grab your personal belongings if safe to do so
3. Leave your tablet and work materials – safety first!
4. Follow evacuation routes to the assembly point
5. Help customers if safe to do so
6. Account for yourself to your Store Manager at the assembly point
7. Don’t return to the building until authorized
Scenario 5: Robbery or Theft in Progress
❓ “You witness a robbery or theft occurring in the store.”
1. DO NOT try to stop or confront the perpetrators
2. Your life is worth more than any property
3. Move to a safe location quietly
4. Call security or 10111 when safe to do so
5. Observe details (what they look like, what they took, direction they went)
6. Cooperate fully with police
7. Seek emotional support afterwards – this is traumatic
Scenario 6: Lost or Stolen Tablet
❓ “You can’t find your tablet or suspect it’s been stolen.”
1. Immediately inform your Store Manager and Team Leader
2. Check obvious locations first (charger, locker, etc.)
3. If stolen, report to store security
4. File a police report if required
5. OUTsurance IT will remotely lock/wipe the device
6. Complete an incident report
7. You may be liable for the cost if due to negligence
Getting Work-Related Support
You’re never alone! Here’s who to contact for different types of support:
Your Support Network:
Store Manager
Contact for: Daily operations, schedules, store issues, emergencies, general questions
Team Leader
Contact for: Sales support, product questions, targets, performance issues, coaching
IT Support
Contact for: Tablet issues, login problems, system errors, app crashes
HR Department
Contact for: Employment issues, benefits, payroll, contracts, complaints
Training Team
Contact for: Additional training, product updates, certification, skill development
Your Buddy/Mentor
Contact for: Day-to-day questions, informal advice, tips and tricks, moral support
Important Resources & Helplines
- OUTsurance Employee Assistance Program (EAP): Free, confidential counseling for personal or work-related issues – [Number TBD]
- HR Hotline: For employment concerns, disputes, or complaints – [Number TBD]
- IT Helpdesk: For all technical support – [Number TBD]
- Training Support: For learning resources and additional coaching – [Number TBD]
- Anonymous Tip Line: To report misconduct, fraud, or safety concerns – [Number TBD]
- Gender-Based Violence Helpline: 0800 428 428 (24/7 support)
- SAPS Crime Stop: 08600 10111 (anonymous crime reporting)
📖 Employee Handbook
Your complete Employee Handbook is available on the company intranet or from your Store Manager. It contains detailed policies, procedures, and contact information. Take time to read it!
Know Your Rights
✊ As an OUTsurance Employee, You Have the Right To:
• A safe working environment free from harassment and discrimination
• Fair treatment and respect from colleagues and customers
• Proper training and equipment to do your job
• Fair compensation and benefits as per your contract
• Report concerns without fear of retaliation
• Request time off for emergencies or illness
• Access support resources when needed
⚠️ Zero Tolerance Policy
OUTsurance has a zero tolerance policy for harassment, discrimination, theft, fraud, and violence. If you experience or witness any of these, report it immediately to HR or the anonymous tip line. All reports are taken seriously and investigated.
Taking Care of Your Mental Health
Sales can be stressful. Here’s how to stay mentally healthy:
Mental Wellness Tips:
🧘 Manage Stress
- Take your breaks – don’t skip them
- Practice deep breathing during tough moments
- Separate work from personal life
- Exercise regularly outside of work
- Get enough sleep – aim for 7-8 hours
💬 Talk About It
- Share concerns with your Team Leader
- Connect with colleagues who understand
- Use the Employee Assistance Program (EAP)
- Don’t bottle up frustrations
- Seek professional help if needed
🎯 Set Boundaries
- Don’t take work stress home
- Turn off work notifications after hours
- Say no to unreasonable requests
- Protect your personal time
- Know it’s okay to ask for help
🌟 Stay Positive
- Celebrate small wins daily
- Learn from setbacks, don’t dwell on them
- Focus on what you can control
- Surround yourself with positive people
- Remember why you chose this job
Final Safety Reminders
🛡️ Safety is Everyone’s Responsibility
If you see something unsafe – whether it’s a hazard in the store, suspicious behavior, or a colleague in distress – speak up. Report it. You could prevent an accident or help someone in need.
⚠️ When in Doubt, Ask!
If you’re ever unsure about safety procedures, emergency protocols, or what to do in a situation – ASK! There are no stupid questions when it comes to safety. Your Store Manager and Team Leader are there to help.