Contents
1 Introduction 3
2 Objectives 3
3 Security Codes of Conduct 4
4 General Instructions 4
5 Patrolling 6
6 Traffic Management 10
7 Public Order 12
8 Behaviour 13
9 Access Control & Visitor Management 13
10 Dress, Appearance and Equipment Carried 15
11 Reporting procedures 16
12 Emergency Management 18
13 Lost & Found Property 22
14 Health & Safety 23
15 Radio Procedures 25
16 Control (Operations) Room Duties 27
17 Ends 27
1 INTRODUCTION
1.1 WELCOME
This manual has been developed to guide all those who would have responsibility in implementing security policy, guidelines and standards. Every effort has been made to include the most common security areas that should be addressed. However, it is realised that security conditions vary from location to location. Security personnel should develop and implement security measures that are appropriate to the local threat level.
The Security Manual will be updated as necessary to incorporate security issues as they may arise, that are not specific to individual sites. The Security Manual should be used in conjunction with the local Site Assignment Instructions. Site Assignment Instructions will provide more specific technical detail of security systems in operation locally, to be read in conjunction with specific operating manuals.
2 OBJECTIVES
2.1 OBJECTIVES OF THE SECURITY MANUAL
• To define the scope of security services which may be obtained across the estate
• To define security standards
• To provide the parameters for the application of consistent security standards
2.2 SECURITY SERVICES
It is the aim of our clients to provide and maintain a security service which service, which is professional and efficient in ensuring the safety and security of all sites within the estate, tenant partners, staff and customers. The service will:-
• Strive for an environment which is crime and trouble-free
• Respond to any situation, however mundane and deal with it in a professional manner
• Give reassurance to tenants’ staff and, if applicable, tenants’ customers and be courteous, respectful, cheerful and helpful when dealing with them personally or by telephone and project the professional image of our clients and at all times
• Make each officer aware of their responsibilities through training, which will give them confidence and create a more cohesive unit where every officer has pride in the assigned site
• To establish sound relationships with tenant management and staff and endeavour to develop an understanding of their roles
All Security Officers will be required to attend courses in Law, First Aid and Fire Safety. It is intended that as a result of this high degree of professional training, all officers will achieve extremely high levels of performance throughout their tours of duty. All officers are expected to carry out their daily duties and assignments at all times with professionalism and commitment. This manual has been produced to give an outline of the various roles and duties you may be responsible for executing, depending on the nature of the site to which you are assigned.
The content of training courses will, of course, be continually updated due to changes in procedure, new legislation and technology and any such amendments will be the subject of refresher course training
2.3 SECURITY OBJECTIVES
An effective security programme encompasses the integration of all security systems to include: security personnel, alarms, video/monitoring, access controls, identification and communication based upon the specific risk and threat levels associated with the protected site. The two main objectives of the security effort are to prevent the criminal activities by appropriate, efficient and economically viable measures and to mitigate damage should an incident occur by taking quick, direct and appropriate action. Emphasis is on the following activities:-
• The recording in detail of security incidents so as to project and manage future risk
• Collecting security relevant data across the group
• Where applicable, the management of local property facility issues
3 SECURITY CODES OF CONDUCT
3.1 OVERVIEW
Those carrying out security duties within the Security Service, can only do so satisfactorily if persons with whom they come into contact in the course of their duties i.e. Client management, members of the public, tenant staff and fellow employees, respect their personal integrity, professional competence and conscientious approach to the job. Failures in performance can have consequences, immediate and long-term. Timidity in delay, or lack of knowledge of first aid could endanger life, lack of diligence in patrolling and powers of observation could result in gross fire or damage to property; lack of action on information in connection with theft could lead to serious loss.
3.2 PROCEDURES
Disciplinary procedures are, like trials, very complicated affairs and although it is not necessary for Security Officers generally to know every detail of the whole procedure, there are certain areas which the Supervisor should have more than a casual knowledge, if for no other reason than he may be subject to proceedings himself.
Of course, the Supervisor may be the enforcer of discipline, the implementer of disciplinary action, or he may be the recipient of a complaint from a member of the public or tenant, or about one of his Security Officers. Guidance can be obtained in that respect from “The Employee Handbook”. The Supervisor should also be there to offer guidance to the Security Officer who may be the subject of disciplinary procedures.
Below are the main topics that should be explained to the individual:-
• When a report, allegation or complaint is received from a member of the public against a Security Officer within the service, then the complaint must be recorded and investigated.
• The Company will appoint an investigator who will look into any complaint made against a member of staff.
• A full investigation will be carried out and statements taken from the complainant and any other witnesses.
• Official interviews will be held with concerned parties in company with work colleagues or union representative. Such investigation does not mean that a charge is inevitable, it is merely a way of ensuring fairness to the Security Officer.
• The Security Officer’s notebook will normally have a complete entry regarding any incident which is likely to be the subject of a complaint or allegation and this will be produced for examination by the investigator.
• A full report will then be prepared by the Investigating Officer and submitted to the appropriate line Manager.
• The case papers will be considered by the Manager, who will then decide if a case is made out against a member of security.
• If there is no evidence to substantiate the complaint, the complainant will be informed in writing.
• If the complaint is substantiated, then the Manager will decide on the punishment. The Officer will be seen and told of the decision, which will also be confirmed in writing.
• For full details refer to ‘Employee Handbook’
4 GENERAL INSTRUCTIONS
4.1 LACK OF KNOWLEDGE IS NO EXCUSE
A Security Officer is expected to have a full and complete knowledge of the duties, procedures, instructions and specifics of your location before commencing duty. Using the excuse of lacking in knowledge of any aspect of these instructions or the Company’s activities, working rules and specifics of an Officer’s location will be no excuse.
4.2 THE SECURITY OFFICER
In the normal course of events, the situation and risks facing you as a Security Officer are no greater than those facing other employees. Extra care should, however, be taken in carrying out patrols and other duties at night and at weekends. It may be that at this time the site or premises may be unoccupied other than by you and the Security Officer may also be in darkness. The HASAW Act requires the employee (Security Officer) to ‘take care of himself/herself’, so no action should be taken which puts you at risk.
Always hold the handrail when climbing or descending stairs. Approved footwear should be worn and care taken to avoid walking in areas where the floor surfaces may be slippery or obstructed.
The HASAW Act states that as an employee you must:-
• Act with due care for the health and safety of yourself
• Act with due care for the health and safety of the workers, visitors and contractors
• Act with due care for the health and safety of the general public
• Co-operate with your employers to enable health and safety duties to be carried out
In the case of a Security Officer, he/she has a responsibility to both the company he/she works for and the company/tenants/client at whose premises they are based. When taking over a new assignment, you must carry out the following:
• Identify the Health & Safety Officer or Officers.
• Read and comply with any instructions and notices relating to Health & Safety.
• Familiarise yourself with the assignment fire and emergency procedures.
• Read your site AIs for any reference to the requirements for the need to wear protective clothing.
4.3 DUTIES
It is a Security Officer’s duty to safeguard his appointed location during his hours of duty to the best of his ability, as per the Security Objectives. In order for a Security Officer to fulfil his assignment properly, it is necessary, as well as following duties and procedures faithfully, to be thoroughly familiar with the layout and geography of his location.
In addition to familiarity with the general objectives and procedures of guarding, Security Officers must, at the beginning of each tour of duty, read and become familiar with current orders and announcements as are displayed on the appropriate notice board and memos.
You must become thoroughly conversant with all the general instructions for all Security Service staff, which are enclosed herewith as well as the ‘Site Assignment Instructions’ and the ‘Employee Handbook”. This document must be kept, at all times, in a specified and regular place in the Control Room or Security Officer’s Lodge.
A Security Officer’s duties must be carried out according to the AIs and on the rostered shifts.
4.4 LINES OF RESPONSIBILITY
All Security Officers report directly to the person responsible for their particular location. For some locations, a Senior Security Officer will be appointed and during his tour of duty, all other Security Officers will report to and be directly responsible to him. On larger sites, there may be present a number of Shift Supervisors who will occupy the role of first line site management.
Security Officers are authorised only to carry out orders, which originate from their supervisors, within this document, a Regional Manager or Company Director. You will be permitted to accept instructions from persons not scheduled above or laid down in your site instructions only if an Officer is advised in writing or instructions are received from a Supervisor/Manager. Any instructions given to you by others will be carried out only after receiving confirmation from Control.
4.5 UNFORESEEABLE HAPPENINGS
It is not possible to prepare specific instructions for every eventuality. In cases where no instruction exists, a Security Officer is expected to show the initiative necessary to handle the situation with tact and common sense.
4.6 NOTICE BOARD
A notice board will be displayed in the Control Room or Officers’ Lodge at all times and through this medium, Officers will be notified in writing of any special, additional duties required. It is essential that Security Officers check the board at the start of each tour of duty.
4.7 CONFIDENTIALITY
A Security Officer’s contract of employment insists on confidentiality.
5 PATROLLING
5.1 INTRODUCTION
On most assignments, Security Officers will have to carry out patrols of some description. Each site’s requirements will be different, although the basics remain the same.
It must be stressed, that during patrols a competent Security Officer can prevent minor problems becoming major disasters by being alert and acting in a professional manner.
There are various types of patrols, each type having different, important features. Your Assignment Instructions will have all the information you need about the patrols that you will carry out:-
• How many?
• At what times?
• Covering what route?
• What duties are to be performed during patrols?
• Particular hazards or problems to look for?
Your duties may ask you to patrol inside a building, office or factory, or you may carry out patrols of the perimeter of the property. You may also patrol the grounds of an industrial/leisure type estate on which there may be a variety of tenant buildings and businesses. They all have different aspects to them, but there are some general features of patrolling to consider first.
Your responsibilities may include locking and unlocking the premises for staff and/or for the public.
5.2 CARRYING OUT A PATROL
Before setting out on your patrols, you must make sure that you have made your own station safe; do not leave kettles, heaters or other electrical equipment switched on, make sure there are no cigarette ends which may cause fire and lock up before you leave.
Make sure you are aware of any alarmed areas or that you know how to unset and reset any alarms that you responsible for. These may be intruder alarms, fire systems, CCTV etc. Make sure you have the correct equipment with you, for example;
• Clocking device (if used)
• Torch
• Notebook/pen
• Keys
• Radio
• Protective gloves
• High visibility clothing (if required)
During all patrols, a special watch must be kept for and a report made in respect of:-
• Glass breakage
• Heaters left on
• Spillage or leakage
• Obstruction
• Faulty door
• Lights not working
• Escalators and lifts not working
• Vandalism – toilets, telephones etc.
• Graffiti
• Any health & safety infringement
To the above will be reported all property management issues where we, as a division, have sole responsibility for property facility issues
5.3 TYPES OF PATROL
Patrols are commonly divided into 3 types: -
1. The first or lock down patrol
2. Snap or interim patrols
3. Unlocking or last patrol
It is generally accepted that the first patrol a Security Officer carries out when coming on duty is the most important. Because of varying shift patterns within the tenant businesses though, this may not always be a ‘lock down’ patrol. It is this patrol, which sets the standard to which the officer compares all the rest of his/her patrols.
If the Security Officer makes very sure on the first patrol that everything is secure, that there are no outstanding problems, then he is ensuring his own safety, as well as that of the premises. He will be able to recognise if changes have occurred between patrols. It is particularly important to ensure your own safety, as you may well be, especially at night, the only person on the premises.
Snap or interim patrols will be specified in the Assignment Instructions. You may well have to carry out a set number of patrols of specific length during the shift. They may be at set times, or you may have to fit them into a shift. The routes may vary. They will be unlikely to be as long or as detailed as the first patrol, as you will have thoroughly checked everything by then. You are looking for changes or differences.
The last patrol you make before handing over and finishing your shift may be early morning and may involve unlocking premises for the day. This patrol may be longer than the interim patrols as you are giving a final check that everything is secure before handing over.
5.4 INITIAL PATROL
5.4.1 INTRODUCTION
Before commencing your first patrol, it is essential that the Security Officer satisfy himself/herself that everything is normal around the assignment at the start of his/her duty. It is professional to take some preliminary steps: -
• Sign on for duty
• Check all your equipment is working
• Read the incident report book and any specific incident’s reports
• Read the assignment instructions and check that they have not changed since your last shift on site
• Check radio and torch batteries
When you arrive at your assignment for duty, you must make sure that you know all the relevant information. This will be part of your normal signing on procedures. When you book on with your Control, you may also be passed messages. You must also ensure that you complete your handover documentation fully.
5.5 INTERNAL PATROLS
5.5.1 INTRODUCTION
It may be that the bulk of your duties and assignments are related to the internal security of premises. There will be a wide variety of properties within the estate, but broadly, the following are the aims of the security officer.
• The preservation of life and property
• 2. To prevent and detect offences against the site’s interest
• Ensure local rules are observed
• To ensure that health & safety regulations are being observed
• Prevention of loss and waste
Remember, during your patrol, as well as checking for fire hazards and making sure premises are safe, you should also turn off electrical equipment thus cutting wastage in fuel bills.
Note: Your Site Assignment Instructions may give specific instructions about certain types of equipment that must NOT be turned off, e.g. fax machines, computers.
If you find anything unusual or suspicious, do not rely on memory to report it on your return to base. Note details in your pocket book.
Areas such as locker rooms, cloakrooms and toilets must not be ignored, as intruders may be hiding there. Turn off all unnecessary lights as you proceed.
When your patrol is complete and you return to base, remember to clock back in, make any specified check calls and write up any incidents that you noted.
5.6 EXTERNAL PATROLLING
5.6.1 INTRODUCTION
The objectives, rules and regulations of Internal Patrols also relate to your external duties. The car parks, service areas, roadways, including any buildings and landscaping within your patrol area are your responsibility. All persons, whether they are members of the public, tenant staff or client staff within your patrol area, are also your responsibility. External patrols may be a permanent feature of a site or at pre-determined intervals.
While you are patrolling your designated area, always remember that whilst you are observing, you are also being observed by both the public, tenants and also by likely offenders. Always be alert and observant whilst on patrol, distinguish the unusual from the usual, and understand what you see and remember the facts – use your pocket book.
5.6.2 GENERAL
Patrolling outside will involve;
• Checking all windows and doors are secure
• Checking exterior lights are functioning
• Checking for signs of intrusion
• Checking for suspicious vehicles
• Checking for breaches of health & safety; leakages, hazardous equipment left out, fire hazards
• Looking for defects in fencing or in the security of the site
• Constant patrols of premises on a rota basis as laid down by the AIs
5.6.3 ACTIONS
All patrolling security officers are to keep a lookout for and take appropriate action regarding suspicious packages, parcels, fire hazards, water leaks, gas leaks etc. Details on Emergency Actions are in Remember: More information is better than less but don’t waffle!
5.6.4 EMERGENCY MANAGEMENT
If you find anything, it should be noted in your pocket book and reported on return to base. Where possible, you should rectify problems, but must remember your responsibility for your own safety and do nothing that may cause you injury or harm.
If you find signs of an intruder, you must follow the procedure set out in the Assignment Instructions and make sure the scene is preserved for the police to investigate. See Section on Incident Reports.
Remember: If there has been a break-in, you will have to make arrangements to secure the premises.
Your ability to carry out patrols well depends on your observation, your knowledge of the site and environs, your sense of suspicion and your confidence. You need to notice things, however small and apparently inconsequential. Spotting fire hazards, safety hazards, breaches of security, all depend on your powers of observation.
You need to do more than just walk a patrol route. Remember that you have senses that can be used to help you; sight, hearing and smell in particular. LOOK, just don’t SEE.
Being suspicious and curious will also help you to be more effective on your assignment. If you find something different one night, be suspicious, do not shrug and walk on. Investigate noises or other unusual events. Be enquiring when you come on duty; find out who is on the premises and who may be expected. Your knowledge of the site, businesses in occupation and possible problems will give you more confidence and this will be a great help should you have to deal with a problem.
You may encounter individuals on the premises you do not expect - A polite enquiry about an individual’s presence may give a perfectly acceptable answer. Do not take an aggressive attitude, as there may be perfectly innocent explanation – walking a dog, taking a short cut, or lost. If, however, the situation leads you to believe there is something amiss, do not put yourself in a risky situation by inviting aggressive responses.
Do not be afraid to summon assistance. For safety reasons, if you are alone, you should inform Control PRIOR to making contact with anybody. . The Security Officer is to ensure that all unauthorised persons or vehicles are not allowed on the site.
All patrolling Security Officers during the hours of darkness will carry a torch at all times. It is important that this instruction is followed in the interest of health and safety requirements and for their own personal safety. You are to be in constant communication during external patrols.
A high visibility jacket or waistcoat will be worn on such occasions. You must see and be seen and your presence at such times may well act as an efficient deterrent to the would-be offender.
5.6.5 THE PUBLIC
Any officer working external patrols should make himself/herself available to the public, make conversation, be approachable and helpful while not releasing confidential information. As an ambassador to the site, you are to welcome the public and assistance should be given when asked for directions, assistance or information.
If any doubts about points of law, refer the matter to the shift supervisor. If feel you are being monitored then it is important that you make a note of these and vary your patrol times and routes as much as possible.
All Security Officers are expected to use their discretion when approaching members of the public when endeavouring to establish the identities of suspicious persons. An officer’s personal safety is paramount at all times. If an officer is unsure, assistance should be called for and if available, CCTV monitoring should be appropriately directed to the area concerned.
6 TRAFFIC MANAGEMENT
The addition of traffic control, if applicable to your assignment, is also another factor to be taken into consideration. The organising and regulation of the management of traffic at busy times is very important if we are to avoid accidents and utilise all the parking spaces available to us.
6.1 CAR PARKS
Security presence on car parks is every bit as important and vital as elsewhere on site. An officer on duty may be the first point of contact for a customer and to this end; dress and appearance reflect the very high standards set by our clients. Smartness is never just reserved for internal duties. The same high standard of dress is required whatever your duties may be. High profile security is the procedure here, so always remember, wear a fluorescent jacket and officer’s cap, which is for your own protection.
During busy periods, it is important to direct traffic into areas of car parks not normally used if such a space is available. Officers must make themselves aware of the disabled bays and their locations.
It is very important that the public and tenants alike are aware of your presence at all times, particularly dark evenings. Always make yourself available to the public and make conversation with them (not a 30 minute speech), as this is a good way to pick up on any problems being experienced by customers on car parks. Be seen, be helpful. Always remember whom you represent – common courtesy and politeness may not always be forthcoming from stressed drivers, but it will most certainly be from you.
6.2 TRAFFIC ACCIDENTS
As with any road traffic accident, if you are sent to deal with an accident, prevention of further accidents is your first priority, closely followed by first aid for casualties.
When you arrive at the scene, quickly assess the situation and summon assistance if necessary. It is likely, though, that most vehicle accidents within car parks will be minor affairs. When you arrive at the scene, answer the following questions:-
• Do you require an ambulance? If yes, you will also require police attendance
• If there are no injuries, allow drivers to exchange details and obtain details from both (or more) parties if possible e.g. names, addresses, vehicle types
• Check the area of collision, note any damage to site property and if available on site, take photographs if damage has occurred
• When vehicles have left the scene, check the area for debris, contact the appropriate parties for any emergency cleaning or repairs
• Make a full pocket book entry, entry in the Daily Occurrence Book and if damage has been occasioned to site property, an incident report.
REMEMBER: Always obtain assistance if an accident is causing a major disruption and keep Control informed of events as they progress.
6.3 VEHICLES CAUSING OBSTRUCTION
Check if the offender’s vehicle has a disabled badge (it is a large blue rectangle) usually located on the dashboard!
Vehicles are parked on roadways, access zones and on double yellow lines or parked on the approach road to any tenant’s delivery areas, or in any service areas without permission. They can cause major disruption at peak periods. You must use common sense and discretion before issuing warnings as in the first instance, our aim should be to educate rather than punish. Please see our AIs for actions for your site.
6.4 THEFTS OF AND FROM VEHICLES
6.4.1 GENERAL
To be effective as a Security Officer, a sound knowledge of people and premises on your patrol area is essential. Observation is the key ingredient whilst patrolling any area and is, of course, necessary as much on the car parks as it is on internal patrols. The visible presence of a Security Officer is to be regarded as an important check on crime and also adds to the security and well being of public and tenant staff.
Prevention of crime is always preferable to cure. Would-be offenders will think twice before carrying out illegal activities if they think that they stand a high chance of being caught. They will be as observant as you are. Most people are particularly non-observant and never appear aware. Those who are should give rise for concern.
Remember: what you see by making a pocket book entry and pass on descriptions of vehicles and suspicious persons to the police or to control.
If you actually witness a vehicle being damaged, or an attempt to steal the vehicle, inform control immediately. Help will be sent to you by control. If the offender has gained access to the vehicle and it is already in motion DO NOT attempt to stop it by standing in its path. Pass as much detail on as you can – direction of travel, numbers of occupants and descriptions to control, who will inform the police or directly to the police depending on your AIs.
If you witness a person attempting to break into a vehicle, radio control for help and when it arrives, after first establishing the person is not the owner and has no authority to be tampering with the vehicle, detain the offender. He will probably have caused damage to one or more of the door locks or even broken a window. If this is the case, you will be arresting for criminal damage.
You must remember that not all persons loitering around the car parks are would-be offenders. It may be he/she is waiting for someone, a member of tenant staff perhaps or someone who is in a tenant’s demise. Make yourself known and ask questions. Genuine people, waiting for family or friends, will most likely welcome the attention that you will be giving them. This creates a good impression of the site and gives people a sense of well being, knowing that their interests are being watched over and cared for. Politeness is the key.
The potential car thief will not welcome this attention and will probably be furtive and not respond to questions in a manner you would generally expect from a genuine member of the public. He will be deterred and no doubt, leave the site.
Remember: Do not put yourself at risk – if you feel threatened, step back and let the car be stolen.
6.4.2 PROCEDURES
When responding to a request to attend a location about the theft of a vehicle, you must:
• Make contact with the customer, take all the vehicle details and pass these to control/management
• Ask the vehicle owner to take you to the location where he left his/her vehicle
• Once there, conduct a quick search of the car park (enlist the help of any available Security Officer)
• When you are satisfied that the vehicle has been stolen, ask control to inform the police
• Take the owner somewhere comfortable (if possible) to complete your reports/wait for police.
• Provide comfort and reassurance and (if possible) offer a warm drink, as the victim may be distressed.
It is a very harrowing experience being a victim of crime, so try to help as much as you possibly can. Customers who have travelled some distance will need to arrange alternate transport home. Arrange for them to have access to a phone. The customer may need escorting to a point of public transport or require an officer to wait with them until a taxi or means of transport home arrives. This is particularly important for lone female customers at times of darkness. Use your imitative and give as much help as you can. Inform Control of your intentions and always keep them up to date at all times. Complete your full pocket book entry, daily occurrence book and incident report.
When you make contact with the vehicle owner, you will return with the owner to the vehicle. Assess any damage, list of items stolen and inform Control. Help the customer contact the police. If the vehicle has been damaged to the extent that it cannot be driven away immediately, then inform Control of the owner’s intentions.
If the vehicle is to be left on site for some period of time, perhaps overnight, until the owner can arrange for it to be repaired or removed, it may be a good idea to move the vehicle closer to the Control Room or to a less exposed position but remembering under all circumstances, the vehicle is left on the premises at the owner’s risk and they should be informed as such and a note of the warning put into the pocket book.
7 PUBLIC ORDER
7.1 OVERVIEW
Mixed leisure, entertainment and fast food type estates can attract a number of undesirable elements, who delight in causing problems including unsociable behaviour and just trying to provoke Security Officers!
Our client’s sites operate in many cases for the benefit of its legal tenants and bona fide customers who should be able to go about their lawful activities without obstruction, molestation or hindrance. Site Security Officers have responsibility to enforce this and additionally to ensure the preservation of life and property.
Site Security Officers acting on behalf of the managing agents legally have the right to remove or otherwise exclude any person or persons whose behaviour is causing a nuisance or annoyance of or otherwise interfering with the amenities and quiet enjoyment of the site.
Remember: Do not use your “any person” powers of arrest unless you absolutely must in order to protect other people from being hurt. The standing instruction is that no officer should, ideally, attempt to detain or restrain a violent offender on his or her own. Request urgent assistance from the Police.
Your area of responsibility under normal conditions will be limited to the site owner’s demise and not that of site tenants. It may be however, that a tenant management or staff may be in URGENT need of assistance which will not, in the majority of circumstances be refused. This may entail issues of personal safety.
All Security Officers must, however, assess the personal risk to themselves before being involved in any incident where aggression or violence is present. The main concern arises from offences committed against site regulations and unacceptable behaviour. You should approach, identify yourself and tell the person that what they are doing is wrong. If you do not intend to remove them from site or your premises, warn them as to future conduct.
If you decide the situation is serious enough to eject or they have not taken notice of the previous warning, take the following action: -
a) Tell them, politely, what they have done wrong and ask them to leave the site. Report the same to Control and make a note in your pocket book and daily book.
b) If they refuse to co-operate, they should again be asked to leave. If applicable, they should also be warned that they are being filmed by CCTV (this may prevent any aggressive action). If they refuse, inform the person(s) that if they do not leave, the police will be called.
If refused:
c) If you feel they can be removed without upset to the public, then they should be ushered from the site using your SIA training, rather than being manhandled.
d) If it is felt that nothing further can be achieved by Security without physical force, the police must be contacted and informed of the risk of violence to other people.
e) If they are violent, argumentative or disruptive, it may be that a Breach of the Peace is being committed and in such circumstances, there can be used both the powers of arrest and reasonable force to prevent the breach. Arrest should be a very last resort, as officers are not issued with handcuffs and the subsequent administration will severely detract from the execution of normal duties.
Remember: The Use of Force should, in most instances, only be used for self-defence or the defence of others. This is a difficult area and all officers are advised to use their common sense. If an innocent member of the public has been assaulted, this may prove a suitable cause to arrest, if you believe the police may not come in time. Personal safety issues will however be paramount in coming to that decision AND you must know your rights and responsibilities!
a) The decision to eject in tenuous circumstances will be at the discretion of the shift supervisor and/or the building manager/venue manager.
b) Remain calm at all times and do not let anyone provoke you into a situation
c) When speaking to troublemakers, speak properly. If members of the public are in the vicinity they will hear the conversation. This will ensure that they appreciate that security staff are trying to do their job properly and maintain the peace within the site. IF YOU ARE ABUSIVE, THE PUBLIC WILL CERTAINLY COMPLAIN.
8 BEHAVIOUR
Security Officers in the course of their duty are likely to have to deal with people in many different moods. Some people may be aggressive; some may be timid or afraid, polite or rude. In order to handle these situations effectively, the officer needs to be aware of how his/her own behaviour affects others, as well as being able to recognise some of the more common signs of body language.
Behaviour is everything that you say or do, that is observed by other people. It helps people to make judgements about you, it can help or hinder you in your work.
Assertive behaviour will help you to control situations.
Because being assertive is a skill that has to be learned, you will learn and benefit in several ways:-
• You will be able to manage your own stress levels more effectively
• You will be able to influence others by stating your opinions clearly and in the most appropriate way
• You will learn more quickly what others are thinking
• You will deal with problems more easily
By controlling situations using the most appropriate form of behaviour, you will be providing the public and staff with a more effective service and will also be enhancing both yours and your company’s reputation.
Your SIA training will provide you with the necessary methodology for you to maintain the difficult balance between being assertive and become aggressive.
9 ACCESS CONTROL & VISITOR MANAGEMENT
9.1 INTRODUCTION
The reason for controlling access to premises and property are:-
• To prevent unauthorised access to premises and property
• To control access and egress of unauthorised persons
• To reduce the risk of criminal activity
• To record who and what are on the assignment in case of emergency
These duties may involve control of the following:-
• Tenant employees
• Visitors
• Client staff
• Vehicles
• Unauthorised access to premises and property
• Keys and key cards
Access management needs to be considered from 2 perspectives, preventing access of unauthorised people but also making sure that you permit access to those people who have a genuine reason to enter.
It is important that you realise the importance of knowing, if possible, who is present on the premises from both a safety and security point of view. The safety aspects revolve around the need to know who is on the premises in the event of an emergency. Often in this latter regard we will have to defer to tenant management to suitably determine this.
If it becomes necessary to evacuate a building, then the accuracy of any role call will depend on the accuracy of the records of people present and the emergency services will not waste any precious time and possibly lives searching for people who have left before the emergency arose.
Your assignment instructions, may not, however, task you with maintaining a visitor log and role call accuracy will then be down to individual tenants. Access to premises by tenant employees may be controlled through the issue of personal identification passes. For permanent employees, they will probably have an I.D. card. However, at any one time there may be tenants with temporary employees working on the assignment and these may have temporary passes, work permits or letters of authority giving them access to the premises. It is important to be aware of the procedures for your assignment.
9.2 IDENTITY CARDS
The purpose of an I.D. card is to provide proof of identity of an individual. This is one way of thwarting potential intruders and criminals. In many cases today, the I.D. card is used to give electronic access to employees into a building or parts of a building in which they work. Part of your role as a Security Officer may be to check the validity of cards. When verifying the validity of passes on your assignment, you will need to check:-
• The photograph – does it match the person using the card?
• The Expiry Date – is it in date?
• The feel of the card – has it been altered or faked?
When checking passes, you should be aware of the types of people who may try to gain access to the assignment using a pass not belonging to them. Some examples of the types of people are – ex-employees, employees under suspicion, newspapers and TV reporters, vagrants and people with criminal intent.
All of the points raised above apply equally well to visitor passes, contractors passes, temporary passes and vehicle passes. Anyone who does not possess a valid pass should not be allowed in and you need to keep an accurate record of passes issued and returned. As a Security Officer, you will need to be aware of the procedure for controlling the issue and return of passes on your assignment. This will be detailed in the site AIs.
It is particularly important to control the issue and return of temporary passes, as these are an aid to checking how many people are on the premises at any one time. They are also means of gaining entry to the premises and if they are not controlled, they could get into the wrong hands.
Good control of passes for contractors will also serve as a management tool to establish whether the hours on site correspond with any proposed schedule of works or subsequent invoice based on hours given to a job.
9.3 CONTROL OF VISITORS
Whilst working in a gatehouse or undertaking reception duties, you will encounter a number of different types of visitors. These will include genuine visitors with appointments to see employees on the premises, sales representatives, delivery persons, couriers, repairpersons, gas, water, electricity company representatives, telephone engineers and postmen.
It is important you treat all visitors courteously and as politely as you would want to be treated. On reception duties, you will probably be the first person that a visitor meets when he enters the premises. First impressions are very important and you may well have a big influence even on the way in which the visitor views the tenant’s business he has come to visit.
9.3.1 VISITORS’ LOG
Most gatehouses or reception desks have a visitors log. The role of this document is to log the passage of visitors and vehicles in and out of the client’s property. The procedures make visitors aware that security is controlled and that their movements are being monitored. As well as good security, all persons on the premises can be accounted for in an emergency situation. All details asked for in the log should be entered fully and legibly on the register and entries should be made in ink to make sure no details are erased.
9.3.2 TEMPORARY BADGE
Some assignments may require visitors to be issued with and wear the pass as a temporary badge. These should be worn in a visible manner by the visitor whilst on the premises and returned before leaving. It is important to record visitors who have left the site to ensure that all persons who should have left have done so. On some assignments, computers are used to control and record visitors and to issue passes. You need to be aware of your procedures.
9.3.3 VISITOR ESCORT
Depending upon the assignment, it may be necessary for visitors to be escorted whilst they are on the premises. The purpose of this is to ensure that they get to their destination with minimum of delay and to ensure they do not enter restricted or dangerous areas.
You may also have to deal with complaints from visitors, difficult or aggressive visitors who infringe instructions such as not wearing their visitor’s pass. A report should be made to control to be logged in the occurrence book. Details of these infringements will then be passed onto our clients.
9.4 KEY CONTROL
9.4.1 GENERAL
If site keys are your responsibility, you must ensure key cabinets are locked at all times when not issuing or receiving keys. When issuing keys, check that the person is authorised to have the key.
If your assignment has an ‘authorisation list’, which identifies who keys can be allocated to, there are no exceptions. Any request for keys outside the authorised list must be made by telephone to the Area Manager or Operation Manager. Record all the required information on the key register (if you have one) or in the DOB (if no register used):
• Write down the name of the person you are issuing the key to.
• If a bunch being issued note the amount and that the same amount of keys are returned.
Remember: the proper security of keys is fundamental to the security of the premises under protection.
Equally important is the distribution of any access codes for doors within your assignment – again NO UNAUTHORISED person must be allowed to know the access numbers. If you have visitors with you, ensure you shield from view the numbers you enter into the pad.
Swipe & Proximity Cards and tags and specific access matters will be detailed in your AIs.
Do not accept responsibility for other people’s keys without prior agreement.
10 DRESS, APPEARANCE AND EQUIPMENT CARRIED
10.1 ISSUE
Staff of the Manned Security service will be variously issued with uniform which may comprise, depending n the location and duties, of the following:-
• Foul Weather Hi-Vis Jacket
• Foul Weather Trousers
• Blazer
• Trousers or Skirt
• Shirt or Blouse
• Ties
• Hat with Cover
• Yellow Lanyard
• Black Safety boots
• Safety Helmet
• Hi-Vis Vest
All Security Officers, whilst on duty, will wear the uniform at all times. With permission of the Supervisor, shirtsleeve order will be allowed. Sleeves will be worn down, trousers belted. Depending on the duties, however, hats and hi-vis vests may be required to be worn at all times. When working on construction sites officers must wear the appropriate issued safety equipment.
Jewellery – to prevent the possibility of injury to the wearer or loss or damage to valuable items, NO jewellery such as bracelets, necklets or large stone rings will be worn on duty.
Any company issue uniform and equipment does not automatically become the property of the person receiving it, but remains our property.
The uniform is the responsibility of each individual to keep clean and must be kept in good condition. When a member of staff leaves or is dismissed, all parts of the uniform and equipment must be returned.
If any part of the uniform or equipment is not returned, the cost will be debited from either or both, the initial deposit taken on issue of the uniform or from final salary.
10.2 APPEARANCE
Ensure the uniform is pressed and shoes must be polished at the start of each shift.
Hair is to be kept trimmed in a neat and tidy manner. If ladies’ hair is down to shoulder length or below, it must be tied back.
Ladies skirts will be worn at knee length.
Eating sweets, chewing gum or smoking are not allowed whilst on duty.
Badges must be worn at all times to ensure members of the public may identify all members of staff.
Remember – at all times when wearing your uniform, that first impressions can have a lasting effect on an observer and can determine whether you are regarded with respect or otherwise.
Your appearance and conduct reflect the Client and our Company partnership as a whole. It should be of the highest standard at all times.
10.3 EQUIPMENT
10.3.1 REQUIRED
Equipment to be carried at all times whilst on duty.
• Radio (as appropriate to your site) or Telephone • Note Pad / Report Book and Pen
• Watch • Keys (as appropriate)
• I.D. card • SIA License (card)
• Patrol Device (if required) • Protective Equipment
10.3.2 LOSS OR DAMAGE
In the event of an article of uniform being lost or damaged, a report will be forwarded to the Area Manager verifying the events leading to the loss of damage. In normal circumstances a replacement will be issued. Security Officers will be charged a monetary sum for the replacement in the following circumstances; Damage through neglect or loss through carelessness.
11 REPORTING PROCEDURES
11.1 DAILY OCCURRENCE BOOK (DOB)
The Daily Occurrence Book provides a timed and dated reference to all the actions carried out by a security officer during his/her tour of duty.
Officers must make their first entry to confirm that they are on shift with their licence.
Entries should be confined to one line as a summary of the incident or action.
Those incidents which require more detail will require an incident report completing and notifying to control. Entries will be:-
• Clear, concise and easily legible.
• All entries should be in blue or black ink, and corrections neatly ruled through and initialled.
• Management visits may be written in red.
• Tippex or similar correcting fluids must not be used.
• No blank lines or boxes to be left.
• No “ “ or ditto to be used.
• Exact times used not rounded times – 13:34 start patrol NOT 13:30.
11.2 OFFICER’S POCKET BOOK
Pocket books are available in the site cabinet/office or from your manager. This will be carried at all times.
Pocket books are to be used when you are not near your DOB and need to make a note of an incident or vehicle. These notes will be used as the basis for any further reports and may be called as evidence in a future court case.
Following an incident and whilst it is fresh in your mind, write as much information as possible in your Pocket Book. As much detail as possible should be entered, as this will form the basis of the subsequent report, which may be written some time after the event.
11.3 INCIDENT REPORT BOOKS
Anything that happens on site that is outside of the standard operations will require an incident report.
Each site cabinet contains an incident report book. Once you have finished detailing with an incident on site, and have informed control, use your notes from your pocket book to compile your report. Your report must contain:
• Who you are and where you are working and in what role
• The “around” date/time you became aware of the incident
• The actions that were taken by those involved and at what times (police on site at 12:22)
• Names and roles of those involved
• Any resolutions (Fire Office gave all clear at 17:34 and I gave the signal to re-occupy)
All reports will be submitted as soon as possible after an incident has been satisfactorily dealt with. Always seek assistance from a shift supervisor if problems are experienced in the completion of the report.
The Incident Report Book is designed so that the top copy can be taken out leaving one in the book – this is so you can give it to the client if they request it!
Remember: It may be that your written notes will at some point in the future, form the basis of a more detailed investigation of the incident or even criminal prosecution. It is vitally important therefore that your Pocket Book and Incident Report are inclusive and comprehensive as to the detail of the incident.
11.3.1 GUIDELINES TO REPORT WRITING
• All completed reports are to be handed to the Site or Shift Supervisor.
• The report must be written neatly in either script or capitals whichever is the neatest!
• Do not use slang or abbreviations when writing a report.
• Do not use location numbers (Deister/ Morse) when writing a report, give the full name of the location.
• Do not use terms such as, “as above”, “as over”, “as previously mentioned”.
• If a mistake is made during the writing of the report, use a single line to cross out and initial alongside. Do not use Tippex (or any other correction fluid).
• Do not leave blank lines on the report.
• Sign at the end of each page of the report.
• All reports must be written in black or blue ink.
11.3.2 REMEMBER – ALL OF THE ‘W’S’ – IT MAY HELP:
• When did it happen? TIME DATE DAY • When was your attention brought to the incident?
• Who informed you of the incident? • When did a Supervisor ARRIVE LEAVE
• Which premises were involved? • What was the NAME & NUMBER of the lead officer?
• What was broken into? WINDOW DOOR • When did the Police/Fire/Ambulance ARRIVE LEAVE
• Where were you at the time of the incident? • Was anybody injured during the incident?
• What was BROKEN DAMAGED STOLEN • When was the client informed?
Remember: More information is better than less but don’t waffle!
12 EMERGENCY MANAGEMENT
12.1 INTRODUCTION
It is usual that Security Officers, whatever type of site they are assigned to, have a major role to play if an emergency occurs. Because the Security Officer wears a uniform, (s)he will attract attention and this is particularly important in an emergency situation as the public will look to you for leadership.
12.2 SOME BASICS
• Whatever unforeseen or sudden occurrence happens, your responsibility is to implement ‘immediate actions’.
• When fire, or other life-threatening situations are ‘known or suspected’ – inform immediately the emergency services
• Never assume – ‘always investigate’
• Always ensure escape routes, corridors and fire doors are uncluttered and the door mechanism is operable
• Always report any area of accumulated rubbish which may represent a fire risk
Depending on the type of emergency, you must first decide upon your immediate action. That decision will almost certainly be a choice between: -
a) Shall I tackle it myself?
b) Shall I summon assistance?
The only time you should handle an emergency unaided is if you are absolutely sure you will not be putting yourself or others at risk and there is the immediate need for action to preserve life.
Be clear you know the difference between urgent incident (leaking toilet) and emergency (wheelie bin on fire)!
12.3 GENERAL
It is important to understand what is meant by the word “Emergency” – “an unforeseen or sudden event sufficiently dangerous as to demand immediate action”. This could be one (or a combination) of many things:-
• Fire, flood or a situation requiring evacuation e.g. gas leak, chemical spillage etc.
• Bomb threat or Suspect package or Improvised Explosive Device (IED)
• Break-in / theft / criminal damage leaving site vulnerable
• Accident or incident involving injury to person(s)
• A major incident on or near your assignment, which could lead to injury to people or damage to property
Remember: A calm common sense approach to the situation can prevent an emergency turning into a disaster. If you are seen getting flustered or in a panic, others will follow and the situation will become more serious.
Where we have responsibility for property issues and in the absence of a site Building Manager, our Site Supervisor will assume the role of ‘Responsible Person’ in that he will ensure all steps are taken to minimise the potential escalation of the emergency. (S) He will co-ordinate with tenants, landlords and emergency services. The AIs will provide information on any hazards that exist on site; these hazards could hinder emergency responses.
Your site Assignment Instructions will contain most of the information that you will need if an emergency occurs. Often, you will be assisting with a tenant’s emergency procedures with which you should be thoroughly familiar. Knowing your assignment and the Assignment Instructions is very important.
If an emergency occurs which is not covered in your Assignment Instructions, acting in a calm common sense manner should enable you to deal with the incident competently. Site Supervisors must know the ‘Evacuation Co-ordinators’ for each tenant on site and we should make every effort to secure a copy of all tenant’s evacuation procedures in the event of Fire or Bomb.
You must make sure you know what duties you have to undertake and what procedures must be followed in emergency situations. When faced with an emergency is not the time to go and read your Assignment Instructions.
12.4 IMPORTANT INFORMATION TO KNOW
In order to be able to deal with an emergency, there are some things you should know. When you join a site these things should be shown to you and explained to you, but you must make sure that you keep up to date and do not assume that you will remember forever:-
• Know the geography of the site well and have a map of the premises
• Location of alarm points for fire alarm and the fire alarm panels
• Where and how many fire exits
• Sound of different alarm bells (fire, intruder etc.)
• Location of telephones for making emergency calls and know how to get outside lines
• Location of fire fighting equipment, of dry riser inlet, of water hydrants, of wet riser and foam inlets
• Location of sprinkler valve room, water bypass valve, of services, isolation points, gas, water, electricity
• Knowledge of any persons and their locations in the building at the time of the fire may well be needed by the officer in charge of the fire service on their arrival
• Emergency service access routes
• Special instructions for specialised equipment, substances etc.
• Evacuation procedure and assembly points – WHAT YOU ARE EXPECTED TO DO
Remember: also that even if you are on a single-handed site, assistance is always available from Control.
Do not try to handle emergency situations on your own. If attendance of emergency services is required, then the Supervisor in the absence of a Site Building Manager will, in conjunction with the representatives of tenants on site, ensure the appropriate emergency services are called and assistance given to them on site.
12.5 MAKING EMERGENCY PHONE CALLS
When you make a 999 call, a routine will be followed:-
• The emergency operator will answer your call.
• You will be asked which service you require: answer only police, fire, ambulance OR “major incident”.
• The operator will identify the phone number and ask you to confirm it, and then your call will be passed to the responding Call Centre.
• If you are calling from a mobile it is important that you inform the operator the closest town to your location as you may be routed to a call centre in another part of the country.
• You will be asked where the emergency is and further questions depend on the nature of the emergency. Listen carefully and answer clearly and concisely.
• You may be given instructions by the operator – make sure you understand what you are being told – you may be told to meet the emergency vehicles at a specific point.
• Do not put the receiver down until the operator tells you
• Make an immediate note of what you were told and the times.
12.6 EMERGENCY CONTACTS
As you are aware, there are occasions when, for one reason or another, the landlord or a tenant has to be contacted out of normal working hours. There will be an emergency contact list on your site mobile and in the AIs. The contact list may also tell you which person needs to be contacted for a particular incident.
12.7 LEAKS & SPILLAGES
If hazardous products are stored on site, they may be in an exclusion zone. If they are not (such as cleaning chemicals) and you find traces of leaking substances, follow your procedures in the AIs and inform the contact list.
Remember: These basic rules should be followed:
• Avoid physical contact
• Check labels for instructions, taking care not to step into spillage
• Inform the Supervisor or Area Manager
• Contact Emergency Services if necessary
12.8 FIRE
12.8.1 GENERAL
It is the responsibility of site tenants to keep their own area safe from fire risk. In communal areas it will be the landlord’s responsibility to ensure that extinguishers and alarm systems are maintained in good working order.
Following any incident involving a fire at your assignment, you will probably be required to prepare a report. While you are dealing with a fire, you will not have much opportunity to write down all that happens, but remember – you MUST enter details in your pocket book afterwards.
12.8.2 ACTIONS ON DISCOVERY OF A FIRE
Whenever a Security Officer discovers a fire, he/she must: -
• Sound the alarm and Call 999 (if not automatic)
• Carry out evacuation procedures as per the Assignment Instructions
• Inform Control / management / landlord
• On arrival of the fire service, direct them to the fire
• Give the officer in charge any special information – person(s) not evacuating, chemicals on site, access issues
To assist you in remembering your course of action, commit the following the memory: -
Find - This can be done in many ways; heat sensors, smoke detectors, or even the Security Officer’s own sense of sight and smell. You do not necessarily need to see the fire; it can often be detected by smell or even noise. Once a fire is found, any action taken should be immediate.
Inform - If the alarm is not already sounding, then sound the alarm. If there is no alarm on the premises, then shout or make some other noise, as occupants MUST be alerted to the danger. When this has been done, then telephone the Fire Service.
Restrict - If possible, without putting yourself in danger, try to contain the fire. This does not necessarily mean trying to put it out; closing windows and doors, removing any combustible material, will all help to restrict the ability of the fire to develop.
Extinguish OR Evacuate- Only if it is safe to do, extinguish the fire. Do not activate an extinguisher unless you are close to the fire. Do not attempt this unless you are sure of the type of fire and which extinguisher to use. Do you need to evacuate all or part of your site/building?
12.9 BOMB THREATS AND BOMBS
12.9.1 INTRODUCTION
A bomb is used by the military – terrorists use IEDs – Improvised explosive devices, which come in many shapes and sizes and can be unstable and extremely hard to spot.
Whilst it is a very remote possibility that you will be faced with either the threat or the possibility of an explosive device, procedures must be in place. Remember threats can come from:-
• Misguided practical jokers/hoaxers
• Ex-employees deliberately causing inconvenience to their company
• Extremist organisations with malicious intentions
• Criminal extortionists
12.9.2 NOTIFICATION
Calls may be received by either tenants or by the Security Control. Always adopt a professional approach and you must never treat a bomb threat as a hoax. The Suspect Threat Checklist should be utilised should a call be received by Security. The following simple guidelines should be followed with bomb threats: -
• Make yourself familiar with the Suspect Threat Checklist
• Try and keep the caller talking, listen to everything that is said and their accent and background noises
• Always stay calm and treat the call as genuine
• Radios are to be left switched on but do not transmit except in cases of extreme emergency i.e. first aid incidents, In the event of evacuation, use of radios will be allowed for updates of the situation.
12.9.3 SITE SWEEP
Searches of tenant’s demise will usually be the responsibility of tenant management. They know their own premises better than anyone and should also know what items are out of place. In multi-tenanted properties, Security Officers should be responsible for the search of the common areas. Security Officers will be responsible for external areas such as car parks etc. An IED may take any form, not just as a letter/parcel bomb, but could be disguised or contained within any normal article, e.g. briefcase, mobile phone, torch etc.
12.9.4 SUSPECT PACKAGES
An explosive or incendiary device can be disguised to look like almost anything and the most obvious factor that will alert you to its possible presence is what we have come to know, as a ‘suspect package’, or an item that will appear to be out of place – have no owner.
It is better to play safe than sorry and if, after consultation with management it is agreed call, do so with confidence if Is it out of place, can anyone identify to whom the package belongs, is there a high state of alertness within the premises, have you received a bomb threat call which would fit the find?
The information which will be required by the authorities will be: -
• Exact location of package/device
• Time of find
• Full description of package/device found
Suspect packages and devices must only be handled by trained, authorised explosives experts. Your role as a Security Officer is to assist the Emergency Services. Dealing effectively with an emergency is a real test of your credibility and indeed your professionalism. Follow the procedures as laid down in your Assignment Instructions for the follow-up action.
12.10 INCIDENT HANDLING PROCEDURE
Use the following ‘actions on’ guideline:-
• CONFIRM – The suspect device is just that – suspect. It is not necessary for 5 people to go into committee to arrive at such a conclusion. Knowledge and training that a Security Officer receives should be sufficient.
• CLEAR – An area out to at least 200 metres if possible. Common sense must be used when deciding on evacuation routes and assembly points in the presence of a possible explosive device. You cannot simply conform to what Assignment Instructions might say in relation to a fire.
• CORDON – Endeavour to maintain a security cordon, which will prevent people re-entering the cleared area.
• CONTROL – Make contact with the Emergency Services and those others as per the Assignment Instructions.
In addition to the main components of an IED, it may also contain an ‘anti-handling’ device, which when the device has been placed in position, will be activated and will detonate on being handled, prior to it’s designated time for explosion – in other words, it is ‘booby trapped’ – or more prosaically stated to be ‘victim operated’.
12.10.1 SITE CLOSEDOWN
Once the threat or suspect package has been confirmed, and the area cleared, you need to cordon the area which includes barrier control, the following should be followed: -
• Set up exclusion zone
• Close barrier and halt all incoming traffic/people
• All outgoing people/traffic to be allowed to leave
• Only emergency vehicles/personnel are to be allowed through the barrier
12.10.2 VEHICLES AND IEDS
Explosive or incendiary devices may also be introduced onto site on a vehicle. It is important to observe parking restrictions and only leave vehicles in designated places. This helps draw attention to suspect vehicles and always be on the lookout for vehicles that cannot be accounted for. The above procedures must also be followed if a suspect package/device is found near or under a vehicle. It is important that the vehicle or any vehicle near it is not moved. Any movement could cause an explosive device to detonate.
Remember: Keep Control informed and liaise with the building or site manager.
13 LOST & FOUND PROPERTY
13.1 GENERAL
The way lost & found property is dealt with is of paramount importance, especially on a site with general public access, as the mishandling can create many complaints.
To ensure that property which has been lost or found on a site is dealt with correctly, the following procedures will be STRICTLY adhered to.
13.2 PROCEDURES
13.2.1 RECORDING
All items of lost and found property will be recorded on the Daily Log Book (DOB) and an incident report completed.
All reports will be fully recorded regardless of how the report is made, either verbally, written or by telephone. Accurate recording will ensure that property is quickly identifiable and will help speed up the process of restoring property to its rightful owner.
Remember: Any person claiming lost or found property must annotate and sign the relevant report confirming that it is either their personal or company property OR that they found the item which has not been claimed.
13.2.2 LOST PROPERTY
Upon receipt of a report that a person has lost property, the Incident Report Book will be checked. If it has not been handed in, full details will be obtained and the report completed.
13.2.3 FOUND PROPERTY
When a person reports that they have found property, the Incident Report Book should be checked. If there is no report, a report should be completed alongside an entry in the DOB.
Provision should be made on site to secure found property in the security cabinet or site office. All valuable items including money will become the responsibility of the Shift Supervisor, who will formerly hand over the items on the change of shift.
13.2.4 DISPOSAL OF PROPERTY
Legally, where property is found on premises, the ownership, other than the priority of the losers, is vested in the person, firm, company etc. tenanting the premises or is vested in the landlord if found in communal areas.
The disposal of all items of found property will, therefore, be decided by the Client on advice from XXXXXX security manager.
It is not company policy for any member of staff to have any claim of right on the property they find on site property. Where neither the tenant nor landlord is vested in a found item, it will be donated to OXFAM.
Perishable Items will be kept for 24 hours and then disposed of by the most suitable means.
The Supervisor on site will be responsible for ensuring that records and property are correctly dealt with and should report any discrepancy IMMEDIATELY to the Operations Team.
14 HEALTH & SAFETY
14.1 OVERVIEW
By tradition, all of us owe a duty of common care to those around us. This means that we must take care that other people are not adversely affected either by what we are doing, or by what we do not do – ACTS & OMISSIONS.
For example, to prop open a fire door (ACT) in the workplace could be called a breach of common care because a fire could spread much faster due to the door being open and would endanger people in the building. Equally, if you see a fire door propped open and walk past without closing it, this is also a breach of common care (OMISSION), as you are again endangering people by not closing the door.
14.2 PERSONAL PROTECTIVE EQUIPMENT
There may be a requirement on an assignment to wear some type of protective clothing or equipment. This may be a hard hat, safety boots or shoes, ear defenders or protective glasses. It may be that an Officer may have to wear some specific type of clothing. If such a requirement exists, the equipment will be provided for use and where necessary, training or instruction given in its use.
It is a requirement of the Health & Safety at Work Act that such equipment must be used when provided; it must not be misused or damaged.
14.3 HAZARDS AND RISKS
A Hazard is defined as anything that has the potential to cause harm e.g. a bottle of acid is a hazard in the workplace.
A Risk is defined as: the likelihood of harm happening in certain circumstances e.g. taking the same bottle of acid, if it is properly labelled and kept in a locked cupboard with restricted access, then there is a low likelihood (Risk) of anyone being harmed by it. The reverse is also true.
14.3.1 TYPICAL HAZARDS IN THE WORKPLACE
• Trips, slips and falls caused by slippery floors, spillages, trailing cables, damaged floor surfaces etc.
• Unlit or poorly lit passages or stairways
• Falls from working at heights: ladders, zip-ups, cherry pickers, mobile scaffold, roof work etc.
• Inspection pits, excavations and other holes left uncovered or unprotected when not in use.
• Blocked emergency exists
• Dangerous stacking material
• Leaking pipes, valves, containers etc.
• Combustible rubbish left in working areas
• Failure to wear specified personal protective equipment
• Using damaged or un-maintained equipment
• Deliberate interference with anything provided for First Aid, Health, Safety or Fire Protection
The above list is not exhaustive but should give you a reasonable overview. If your site has any specific hazards that may require particular attention from you as a Security Officer, then you will find all the relevant information about this is your Assignment Instructions.
14.3.2 RISK ASSESSMENT
This is the process that has to be undertaken by employees throughout the workplace, identifying anything that may be a hazard, working out how high the risk associated with the hazard and going about eliminating or reducing them. Much of this is common sense and is also carried out on a day-to-day basis by everyone.
There will be the risk assessments for your site in the site security cabinet/office. If these are not present please notify your supervisor and/or Operations Manager immediately.
14.4 RIDDOR
The Reporting of Injuries, Diseases and Dangerous Omissions Regulations revised in 1995 requires the reporting of work-related accidents, diseases and dangerous omissions.
Reporting of accidents and ill health related to work is a legal requirement so as to enable the appropriate authorities to find out where risks arise and to investigate serious accidents.
All accidents must be logged in the Accident Book if there is one on site. If there is not you must notify control so that they can complete the entry on your behalf.
In all cases where medical attention is required on a site operated by us, an incident report is required to be completed. This is in case of possible claims under company insurance or sickness schemes. It also provides a client with a record of what accidents have occurred, and gives the opportunity for preventative action to be taken.
As a Security Officer you may be required to assist with some of the record keeping required by the regulations. It is likely you are the person who reported an accident or dangerous occurrence.
A brief list of the types of accidents and occurrences that are required to be reported include the following:
• Fractures, dislocations, amputation
• Loss of sight (temporary or permanent)
• Injury from electric shock
• Unconsciousness from asphyxia
• Collapse or failure of lifts
• Explosion of pressure vessels or pipes
• Collapse or partial collapse of scaffold over 5m tall
14.5 SAFETY SIGNS
It is vital you are able to recognise the 5 different categories of safety signs. Their purpose is to draw attention to situations, which affect you and other people. There are 5 categories of signs, each of these categories has a distinct colour and format in order that their message can be clearly recognised, and they are similar to road signs.
Prohibition Signs - These signs show behaviours that must not be carried out, that are prohibited. These are a red circle on a white background, with a red diagonal line through. These may have a black symbol in the centre showing what is prohibited. There may also be words under the sign with further information.
Warning Signs - These signs caution you that there is some type of danger or hazard present and that you should take particular care. The signs are triangular in shape, with a yellow background and a black edge. There will be a black symbol in the centre and black words on a yellow background.
Mandatory Signs - These instruct you that you must do something. The signs are blue circles with white symbols in the centre. There may also be wording, white words on a blue background.
Safe Condition Signs - The signs give information about safety and safe matters. The signs are square or rectangular, green background with white symbols and words.
Fire Equipment Signs - The signs are a red square with white symbols.
Hazchem Signs – These are on vehicles and containers with hazardous contents. The labels give this information:
• An emergency code for the substance – this tells the Emergency Services what action should be taken
• Identify number for the product, unique to that product.
• A hazard warning symbol – a picture on a white or coloured background that indicates the hazardous properties of the contents e.g. oxidising, toxic, corrosive.
• A contact telephone number for further specific information.
The hazard may be biological, chemical or physical, including fire or explosion. The same applies to storage of these products on site. The driver of the vehicle must carry with him, in writing, details of the substance, the hazard and the precautions to take in an emergency.
Should deliveries of this sort be made to your site, the AIs and risk assessments will provide you with information.
15 RADIO PROCEDURES
15.1 INTRODUCTION
Radio nets used in security operations are on public frequencies and therefore need to be licenced appropriately. There are also established procedures for the use of radios within the industry, which you must follow.
15.2 GENERAL
• Do not switch radio off when on breaks
• At start of shift radio on and carry out radio check
• At end of shift switch radio off, before removing battery
• Always report damaged or unserviceable radios and batteries
• Keep volume control at a reasonable level
• Under no circumstance where radios are in issue on a site and where a site control room exists, must any Security Officer patrol public, external areas without a radio in their possession
• Listen before speaking
• Do not cut in when others are speaking
• Answer all calls immediately
• Leave a short space at the end of each transmission
CORRECT RADIO PROCEDURE MUST BE USED AT ALL TIMES
15.3 VOICE PROCEDURE
The need for a standard voice procedure for all persons using the radio network is of the utmost importance. It enables transmitting parties to hear every word spoken and it also prevents other users transmitting at the same time, thus avoiding frustration and the passing of ‘broken’ information when speed of communication is vital.
Your voice is important when transmitting on any network and all the more so when transmitting from the Control Room, for yours is the voice of command. Whether passing an instruction from a member of management to a colleague on the ground or implementing company policy, your voice MUST carry the force of your convictions to the person receiving and it MUST be clear and to the point:
• Rhythm – a singing flow of words is better than stop start monotone
• Speed – speak slower than you do normally
• Volume – don’t shout but don’t whisper
• Pitch – speak clearly and mumble
15.4 RADIO FAULTS
If you cannot transmit or receive Clearly - The first thing to do is check that your batteries are charged and your radio is switched to the correct channel. If the radio appears to be working correctly, try moving to a new location. The place from which you are trying to transmit/receive may be in a blind spot or nearby electrical equipment may block transmission.
If having checked your radio and changed location, you are still transmitting and/or receiving a poor quality signal, send your message slowly and as clearly as possible. Spell out important words and frequently seek confirmation that your message has been received and understood.
15.5 PHONETIC ALPHABET
ALPHA BRAVO CHARLIE DELTA ECHO
FOXTROT GOLF HOTEL INDIA JULIET
KILO LIMA MIKE NOVEMBER OSCAR
PAPA QUEBEC ROMEO SIERRA TANGO
UNIFORM VICTOR WHISKEY X-RAY YANKEE
ZULU 1 - WUN 3 – TH-REE 4 – F-OR 0 - ZERO
15.6 CALL SIGNS
Before you speak on a radio, you must have a method of identifying both yourself and the station you wish to speak to. In the same way, the answering speaker must identify themselves. To do this we use Call Signs. Call signs for a Security Officer’s specific location will be given in the Site Specific instructions at the rear of this manual. Training in voice procedure will have been given at basic induction training for all Officers.
When call signs are used they must always be used in full. A Call Sign is a combination of letters and figures used to identify a communication station or an individual on a radio net. Letters used in a call sign are always phonetic and figures are always pronounced digit by digit, without using the pro-word “I Spell”, or, “Figures”:
Example: A12: ALPHA-WUN-TWO or S10: SIERRA-WUN-ZERO or Security Control: SIERRA CHARLIE
In addition to the general rules listed above, it is important to remember the following: -
• Make sure you know how to operate the equipment
• Ensure you are switched to the correct channel for transmission
• Always use plain, simple language– be polite
• Do answer up on the first time of calling
• Keep your message brief and to the point
• Always use your correct call sign, pro-words, codes and location numbers avoid personal details
• Always sign off at the end of a transmission
• Wherever possible, keep away from electrical installations when transmitting
• Know in which areas of the premises and site your radio may not function due to ‘blind spots’
• Do not use your radio close to flammable fuels or gases and NEVER transmit close to a suspect package/parcel
• Think of who else may be listening - Never use bad language or un-pleasantries on the net.
15.7 CODE WORDS
Whilst we are not running an operation, it is still very important that information sent over the network remains confidential. Radio messages may be overheard and can be picked up by anyone using a radio scanner or idly scanning the airwaves – hence the requirement for both call signs and code words. Also a visitor, offender or other person may be standing next to a Security Officer and may overhear a message.
It may be that such a message may cause panic or be confidential in nature. If for example, you discover a suspect package, smell smoke on your patrol or wish to convey that a situation has been fully investigated without conveying that information to others.
In these circumstances, the use of code words may be very helpful and there are many ways in which code words can be developed to identify situations and places. Locations can be identified by colour – blue zone, red zone etc. Situations may be disguised with an innocent sounding sentence. Emergency states may be given a code word specifically. Your AIs will detail any specific radio codes relevant to your site.
15.8 TRANSMISSION PROCEDURE
When making an initial call, it is necessary for the calling station to designate the station to whom he wishes to speak (the called station) and then identify himself. Different circumstances require various types of call but all carry the same format:
• HELLO – To alert all on the net
• CALL SIGN – Identifies the CALLED STATION (officer)
• THIS IS <CALL SIGN> – Identifies the CALLING STATION (control)
• MESSAGE TEXT – The information passed
• ENDING - <OVER> or <OUT>
All transmissions ending in the pro-word OVER, require an immediate reply from the called station. If you cannot answer yet say STANDBY. SAY AGAIN can be used if you missed part of the message and need it repeating. Use the
To indicate the end of transmission, one of the following pro-words are to be used – OVER, OUT, OUT TO YOU, WAIT OUT (I cannot answer immediately – I will call you back). If the initial or subsequent transmission reply ends with OUT, then the exchange of transmissions must start again with the initial call.
16 CONTROL (OPERATIONS) ROOM DUTIES
16.1 CHECK IN CALLS
You may be assigned to a site, which has, as a consequence of its assignment, no Control Room. In these circumstances a Regional Control will be designated to which you will be assigned. In such circumstances, your site instructions will determine the frequency with which you report by telephone to control. During a night shift at a single manned site, this may be on an hourly basis. It is vital for your personal safety that such checks are made on time. Also, remember that although you are given specific times to check in to Control, so have other officers and you may find a delay in getting through. This could be because elsewhere there is an emergency occupying the Control Room. Be patient, next time it may be your emergency. You will, as a Security Officer, have privileged information about the security and business of the site where you work. It is very important that you are aware of this and are extremely careful never to discuss information about your work with anyone.
