What is proper escalation protocol when a security incident cannot be resolved at the frontline level?

• A. Reassign to another frontline staff member.
• B. Inform a supervisor/management, document the incident, preserve evidence, and contact appropriate authorities if required.
• C. Ignore and hope it resolves itself.
• D. Post an incident on social media.

Answer: (B)

When a security incident can’t be resolved at the frontline, the right move is to escalate to a supervisor or management, document the incident, preserve the evidence, and contact the appropriate authorities if required. This approach ensures you have the authority to make decisions, access necessary resources, and communicate with stakeholders. Documenting provides a clear trace of what happened, who was involved, and what actions were taken, which is essential for investigation, reporting, and any legal or compliance needs. Preserving evidence keeps the integrity of logs, cameras, and other materials intact for analysis or legal proceedings. If a law enforcement or regulatory response is needed, involving the proper authorities promptly helps ensure a compliant and effective resolution.

Reassigning to another frontline staff member may move the problem around without giving it the necessary authority or resources. Ignoring the incident or hoping it resolves itself is unsafe and could lead to greater risk. Posting on social media is inappropriate and can reveal sensitive information or hinder an investigation.