Lost / Vulnerable Adult
Dementia, learning disability, mental distress. Approach calmly.
The points below are decision-support prompts to inform professional judgement. They do not override company policy, assignment instructions, client requirements, site emergency procedures or the directions of the emergency services.
Approach
- Introduce yourself calmly, at their eye level.
- Use their name if known.
- Simple, short sentences. Give time to respond.
- Avoid startle from behind.
Actions
- Move to quiet, safe area.
- Check for medical ID bracelet, wallet, phone.
- Contact Herbert Protocol / carer / family.
- If risk to life, disorientation severe, or refusing help — call 999.
- Avoid restrain unless preventing imminent harm.
Dynamic Risk Assessment
Consider the following before, during and after any action. Withdraw and reassess if the risk changes.
- Threat: What is happening, who is involved, and what harm could result?
- People: Who is at risk — public, colleagues, casualty, yourself?
- Environment: Exits, hazards, lighting, weather, crowd density, weapons?
- Capability: Do you have the training, equipment and support to act safely?
- Legal & policy: Is the proposed action lawful, proportionate and within your remit?
- Options: What could you do? What are the likely outcomes of each?
- Decision: Choose the safest, most proportionate option — or withdraw and escalate.
- Review: Reassess continually as the situation changes.
Company Procedures
Refer to your employer's standard operating procedures, assignment instructions and client-specific requirements for this scenario. Where any conflict exists, company and client instructions take precedence over the guidance shown here.
Escalation
- Consider early escalation to your control room, supervisor or duty manager.
- Consider contacting the emergency services (999) where there is a threat to life, serious injury, fire or crime in progress.
- Where appropriate, notify the client representative in line with agreed communication protocols.
Evidence Preservation
- Where safe to do so, protect the scene and avoid disturbing physical evidence.
- Consider preserving CCTV, body-worn video, radio logs and access-control data before they are overwritten.
- Record contemporaneous notes: times, locations, descriptions, actions taken and witnesses present.
Reporting Requirements
- Complete an incident report in accordance with company procedures and client requirements.
- Consider statutory reporting obligations that may apply (e.g. RIDDOR, safeguarding referrals, licensing notifications) — refer these through your line management.
- Retain records securely in line with data protection and evidential requirements.
Operational Reminder
Preserve life, preserve evidence, escalate appropriately and continually review the situation. Act only within your training, remit and lawful authority. Withdraw and reassess if the risk changes.
- Follow Company Policy
- Follow Assignment Instructions
- Follow Client Requirements
- Follow Site Emergency Procedures
- Follow Professional Training
- Carry out a Dynamic Risk Assessment
- Preserve Life
- Preserve Evidence
- Escalate Appropriately
- Continually Review the Situation
Precedence: Company policy, assignment instructions, client requirements, site emergency procedures and recognised UK guidance always take precedence over the information in GuardAssist. This resource supports — it does not replace — professional judgement or training.
GuardAssist provides operational decision support. It does not replace formal training, employer procedures, assignment instructions or professional judgement. In a life-threatening emergency, dial 999.