Challenge
Meta Store retail locations required comprehensive safety and security training spanning frontline associates to leadership-covering physical security, crisis prevention, de-escalation techniques, and emergency response. Existing training was fragmented, inconsistent across locations, and lacked clear escalation pathways between role levels.
Approach
Designed and revised a multi-tiered safety curriculum that established consistent risk management practices across global retail operations.
Curriculum Architecture:
- Safety and Security Overview (eCourse): Foundation covering physical security protocols, situational awareness, theft prevention, and emergency procedures for all retail associates.
- Safety and Security for Leaders (eCourse + Workbook): Leadership-specific content on incident management, team coordination during crises, investigation procedures, and post-incident reporting.
- Global Security Fundamentals (eCourse): Enterprise-wide security standards ensuring consistency across regions and retail contexts.
Crisis Prevention & De-escalation:
- Developed the "Introduction to De-escalation and Crisis Prevention" training (eCourse + PowerPoint + Workbook) teaching verbal de-escalation techniques, behavioral pattern recognition, and when to escalate vs. resolve situations independently.
- Created scenario-based exercises to practice responses to difficult customer interactions, security concerns, and potential threats in a controlled environment.
- Built decision frameworks that helped associates determine appropriate response levels based on situation severity.
Leadership Development:
- Designed "Effective Store Leadership" and "Advancing Store Culture" programs (eCourses + Activity Guides + Workbooks) that integrated safety accountability into broader leadership responsibilities.
- Created facilitator materials supporting instructor-led sessions where leaders practiced incident response coordination and team communication during simulated crises.
- Developed workbooks with reflection exercises connecting safety practices to cultural values and operational excellence.
Multi-Modal Design:
- Built self-paced eCourses for foundational knowledge accessible during onboarding and as refresher training.
- Created instructor-led materials for scenario practice requiring facilitated discussion and role-play.
- Developed job aids and reference materials for point-of-need guidance during actual incidents.
- Designed workbooks supporting individual reflection and team discussion of real situations.
Outcomes & Evidence of Impact
- Standardized safety protocols for Meta Store locations, reducing inconsistency in incident response and emergency procedures.
- Established clear escalation pathways from frontline associates to store leadership to corporate security, improving response coordination.
- Enabled crisis prevention capability through de-escalation training that reduced incidents requiring security intervention or law enforcement involvement.
- Integrated safety into leadership development, ensuring store managers understood security accountability as a core operational responsibility.
- Created a reusable curriculum framework supporting ongoing training as retail operations scaled to new locations and regions.
Tools & Platforms
Articulate Rise, Articulate Storyline, Adobe Creative Suite, PowerPoint, Meta internal LMS, Workplace by Meta
Key Capabilities Demonstrated
Safety and compliance training, crisis prevention and de-escalation, leadership development, multi-tiered curriculum design, scenario-based learning, risk management enablement, retail operations training