TRAINING |
Appearance and Uniform |
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| APPEARANCE AND UNIFORM • Visual Security provides each Security Officer with an appropriate uniform. • It is the Security Officer's responsibility to make sure the uniform is clean and in good repair. • A Security Officer must provide his own clean, well shined, black, plain-toed shoes and black socks. • While on duty, the Security Officers will wear the uniform hat placed squarely on the head. The tie will be kept on and the top button of the shirt will be kept fastened. • A Security Officer must be neatly shaven and tidy in all respects. • Each time the Security Officer puts on the uniform, the officer will do a self inspection, from head to toe, to make sure that the uniform is clean with all items properly adjusted. Tie straight, hat and shirt clean, shoes shined, and so on. • A Security Officer will only wear his uniform while on duty or while going to and from work. AN IMPORTANT NOTE: The uniform is the Security Officer's number one tool. It assists the officer in commanding respect and maintaining control at his post. The uniform also serves as the officer's main deterrent to criminal activity. THE POST • The Security Officer must always arrive at his post on time and ready to work. The best way to be on time is to think ahead and allow travel time for unexpected delays. • Security Officers must be alert every moment they are at the post. The best way to stay alert is to think ahead and arrive for duty well rested. • The Post should be kept clean and well organized. It should only contain items needed for the job. • The Post Orders are the Security Officer's number one resource. They state how security procedures will be performed. They also contain important client contact telephone numbers and specific emergency procedures. • There will be no personal visitors on post. AN IMPORTANT NOTE: Like your uniform, a clean, business-like post commands respect. The post, staffed by a uniformed, alert Security Officer can be a major deterrent to criminal activity. DETECT, DETER AND REPORT • The primary job of the Security Officer is to detect, deter and report threats to the client's property and assets. • Detect means to actively observe. A Security Officer detects by being alert and observing his surroundings for the usual and the unusual, while on post. • Deter means to prevent from happening. For example, a Security Officer could deter car vandalism by simply being visible, patrolling a parking lot. • Report means to make the client contact and the Visual Security supervisor aware of potential security problems. In most cases, a Security Officer reports in writing by making a Log Book entry, and using an incident report. • The security officer is not a police officer. A Security Officer has no special authority- no more authority than a normal citizen. The Security Officer's job is to detect, deter and report, not to catch criminals. AN IMPORTANT NOTE: As the Security Officer goes through the Detect, Deter and Report process it is important to stop and think- the officer should try to see from the client's point of view, in looking for security problems. COMMUNICATION WITH THE PUBLIC • A Security Officer must present him/herself to visitors as a concerned and helpful representative. • Every visitor must be treated with courtesy and consideration. • A Security Officer should speak to visitors in a clear and straight-forward manner. • The Post Orders will state what rules are to be enforced for the client. • The Visual Security Public Relations Procedure provides instructions for meeting the public: 1. Look directly at the person entering. 2. As the person approaches, greet the visitor and ask in a friendly manner if you can help. 3. Listen carefully to the visitor's request. 4. Be considerate and polite. Ask for clarification if you do not understand. 5. Provide assistance within the limits of your Post Orders. • This same attitude of friendly, professional assistance should also be used when speaking on the telephone. • Unless your Post Orders require otherwise, when answering the telephone, follow the Visual Security Telephone Procedure: 1. Identify the client company. Identify yourself: "This is Security Officer ____________________. May I help you?" 2. Assume that all calls are important. 3. Write down all messages that you are asked to give to others. 4. Restate the message to make sure you understand. 5. Complete the call by stating what action you will take. 6. Say, "Thank you for calling." • The Visual Security Exception Procedure tells a Security Officer the actions to take if a visitor asks him to break a rule, such as entering without a proper ID. The steps are: 1. Explain the security policy: "The security Policy here requires…" 2. Try to help, consistent with your Post Orders: "Let me see if I can help…" 3. Call for assistance if necessary, as directed by your Post Orders. Call the police if there is a clear and immediate threat of bodily harm. 4. Record all incidents in the Log Book, an Incident Report and as directed by your Post Orders. AN IMPORTANT NOTE: If someone should ever force his or her way past you at an access point, you should not abandon your post to give chase. Follow Rule #3 and call for assistance. COMMUNICATION WITH THE CLIENT • A Security Officer must be as helpful to a client as an officer can reasonably be. • The Visual Security Client Request Procedure states: If a client contact asks you do something, respond willingly, as long as the task is reasonable and does not conflict with the Post Orders. If the request does conflict with Post Orders: 1. Explain that you'll be glad to do what the client has requested, but it will require an exception to your Post Orders. 2. Do what the client has requested promptly. 3. Record the request in the Log Book and in an Incident Report. 4. Call your supervisor. THE LIMITS OF AUTHORITY • A Security Officer does not have the authority of a police officer. A Security Officer has no special authority-no more authority than a normal citizen. The Security Officer’s job is to detect, deter and report – not to catch criminals. • A Security Officer’s appearance and professional manner are his most important weapons. • The Visual Security Use-of-Force Procedure states: 1. When faced with a clear and immediate threat of bodily harm, always try first to retreat with the people present to a secure position. 2. Use force only when necessary to protect yourself and others from a clear and immediate threat of bodily harm. 3. Use only the degree of force necessary to repel an attack or the threat of an attack. 4. Do not use force to protect property. 5. Call the police for assistance as directed by your Post Orders. 6. Call the client contact and your Supervisor. 7. Record all incidents in the Log Book, an Incident Report and as directed by your Post Orders. • Exceptions to any Visual Security procedure will be stated in your Post Orders. • A Security Officer is not normally authorized to make an arrest or search. THE INCIDENT REPORT • The client receives the original and the security company receives the carbon copy of all Incident Reports. • The purpose of the Incident Report is to give a detailed report of any out-of-the-ordinary situation or occurrence that affects safety or security during a Security Officer's shift. • If you have any doubt that an incident should be reported, you should go ahead and report it on an Incident Report. • When writing an Incident Report, stick to the facts. Personal opinions have no place in any Visual Security written reports. • Study the following example of an Incident Report to see if it answers the six basic questions that make up an Incident Report: 1. Who was involved? 2. What happened? 3. When did it happen? 4. Where did it happen? 5. Special Circumstances? 6. Action Taken? AN IMPORTANT NOTE: A client may initiate a law Suit against Visual Security if you fail to report a hazard you should have detected, and it causes a loss. For this reason all unusual events must be reported in the Log Book, an Incident Report and anywhere else as directed by your Post Orders. IDENTIFICATION CHECK • An ID check reduces the risk of theft, vandalism or personal attack. • Specific ID check procedures are explained in your Post Orders. • If photos are used on badges or ID cards, be certain the individual is the one on the picture. Don't allow people to flash their ID cards at you. • If the Post orders require you to examine each card, have the person remove his ID card from his wallet and hand you the card. • If an ID check is required, do not allow a person to enter just because he or she is a familiar face. AN IMPORTANT NOTE: Failure to enforce access control procedures increases the risk of theft, vandalism and personal attack. If you fail to enforce access control procedures, Visual Security and you personally could be responsible. VISUAL SECURITY EXCEPTION PROCEDURE • The Visual Security Exception Procedure requires the following action when someone does not want to follow the identification procedures required by your Post Orders. 1. Explain the security policy: "The security policy here requires…" 2. Try to help, consistent with your Post Orders: "Let me see if I can help." 3. Call for assistance, if necessary, as directed by your Post Orders. Call police if there is a clear and immediate threat of bodily harm. 4. Report in the Log Book, an Incident Report and as directed by your Post Orders. PROPERTY CONTROL PROCEDURE • Unless your Post Orders require other procedures, follow the Visual Security Property Control Procedure when someone wants to remove client property from the premises: 1. Verify written authorization or call for authorization. 2. Identify the person and equipment in the Log Book and on an Incident Report. 3. If no authorization is available: (a) For client employees: ß Call the client contact if available. ß Verify company identification. ß Allow equipment exit after identifying the person and the equipment in the Log Book and on an Incident Report. (b) For outside people: ß Call the client contact if available. ß If you can't get authorization, do not allow client equipment to be removed. • Most clients use either property passes or official letters to authorize the removal of goods or materials. • Signatures on property passes and official letters are usually verified against samples on a list of authorized signatures. • Some posts have a brief case or lunch pail check. Security Officers inspect but they do not search. AN IMPORTANT NOTE: Security Officer never touches another's personal property, including wallets, purses, and items in lunch pails or brief cases. For example, you may ask an employee to move file folders so you can more clearly see the contents of his briefcase, but you cannot move the file folders yourself. PATROL EQUIPMENT • A Security Officer should carry a pen and pocket size notebook to make notes on anything unusual that might be encountered on patrol. • A Security Officer should also carry a flashlight. A flashlight helps an officer avoid surprising an intruder and getting hurt. • A Security Officer should know the location of telephones with outside lines that are operable during his shift. • If the post is equipped with two-way radios, the Security Officer should know where they are located and how to operate them. • A Security Officer should know how to use the Patrol Clock in use at his post. The officer should be aware of each of the Patrol Clock key check-in locations. • The Patrol Clock is a valuable record of protection. The clock tapes verify that the property was protected as scheduled and that rounds were actually made. AN IMPORTANT NOTE: To effectively patrol using the detect, deter and report concept, the Security Officer must know and be able to use the equipment available at the facility. PATROL PROCEDURE • The Visual Security Patrol Procedure states: 1. Make your rounds following the Post Order instructions for: ß Check point locations. ß Routes of rounds. ß Frequency of rounds. ß Duration of each round. 2. Detect conditions which may cause injury or loss, such as fire hazards, safety hazards or breaches in security. 3. Deter and take corrective action consistent with common sense and Post Orders. 4. Report any unusual or potentially dangerous situations in the Log Book, on an Incident Report and as directed by your Post Orders. AN IMPORTANT NOTE: When on patrol use all of your senses to aide you in your observation. Sight, hearing, smell, taste, even the feeling of temperature on your skin can increase our ability to effectively detect, deter and report. THE VISUAL SECURITY FIRE PREVENTION PROCEDURE • Look for fire hazards: ß A stack of empty cartons ß A pile of oily rags ß Uncapped or leaking containers ß Faulty electrical wiring ß Overloaded electrical fixtures ß Smoldering cigarettes in wastebaskets and ashtrays ß Empty or improperly maintained fire extinguishers ß Improperly maintained fire hoses or fire hoses without nozzles • Use all your senses to detect smoke or heat that might be the start of a fire. • Report in the Log Book, an Incident Report and as directed by your Post Orders any condition that could develop into a fire. AN IMPORTANT NOTE: If you detect a fire hazard that could break into a fire at any minute, call the fire department immediately. THE VISUAL SECURITY ACCIDENT PREVENTION PROCEDURE • A person can fall and/or hurt themselves because of: -spilled liquids -a loose board -tears in carpets -loose or missing handrails -objects which may fall from above -burned out warning and exit lights • Mark off safety hazards with appropriate barriers. Correct the hazards if possible and report all safety hazards in the Log Book, an Incident Report and as directed by your Post Orders. SECURITY BREACHES • Security breaches include:, -Broken alarms -Inoperative locks -Lost keys -Broken fences -Unauthorized entry • Never search for an intruder unless you have assistance. • Check on employees working after hours and not registered at the security desk. Unless directed otherwise by your Post Orders, use the Visual Security Unidentified Person Procedure: 1. Identify yourself as the Security Officer on duty and give your name. 2. Ask the person for identification. 3. If the person has proper identification: a. Ask why the person is there. b. If there is a good reason: -ask for the person's phone extension and explain why you need it. -call for authorization if needed. c. If there is no good reason for the person to be on client property: -request that the person accompany you to the nearest phone. Call the client contact or your supervisor for instructions. -if the person refuses to accompany you, get a physical description and call the client and/or the police immediately. Do not use force except to protect yourself from clear and immediate bodily harm. d. Report all instances of improper identification in the Log Book, an Incident Report and as directed by your Post Orders. MACHINERY • Do not turn off any machinery or equipment unless your Post Orders tell you to. Machinery left running may be necessary for a reason that you are not aware of. • If equipment that should be running makes peculiar noises or stops, phone at once to the person specified in the Post Orders. FIRE RESPONSE • If you believe there is a fire within a closed area, feel the door, window or walls to see if they are warm. • If the walls of a closed room feel warm, do not open a door or window, as fresh air will feed a fire. • As soon as you learn a fire is present or may be present, call the fire department at once. Fire spreads at a rapid rate. • Firemen would rather respond to a fire that has been put out than to one that is well underway. • To properly warn people in a fire area, you must: - Notify other Security Officers in the area and explain what action they should take. - Check to see if anyone who signed in must be notified. • You will take charge at a fire emergency if responsibility has not been assigned to others. • The fire chief is always responsible for fighting fires. • The Visual Security Fire Response Procedure provides the following instructions: 1. Detect it -without creating conditions which will help the fire spread. 2. Report it-call the fire department and give critical information: a. Your name b. The name and address of the facility c. The type and location of fire d. Where you will meet the fire fighters AN IMPORTANT NOTE: THREE CHARACTERISTICS OF A FIRE: 1. Fire spreads at a rapidly increasing rate. That's why you call the fire department first. 2. Fire spreads upward. It seeks oxygen and open space. That's why you keep doors and windows closed if there is a fire inside. 3. Heat, smoke and gases, produced by a fire, are more dangerous than the flames and also tend to rise. To protect yourself, keep low and place a moistened cloth over your face. ILLNESS AND INJURY • Call for assistance if a person becomes injured or is taken ill. • When you call for assistance, describe the injury or illness as closely as you can. • Speak calmly and reassuringly to the individual. • If you become ill or are injured and need assistance, call your Visual Security supervisor. • The instructions of the Visual Security Illness and Injury Response Procedure are: 1. Call for assistance as specified in your Post Orders. 2. Make the individual comfortable. 3. Do not treat an individual unless you have received special training to do so. 4. Report all injuries and illnesses in the Log Book an Incident Report and as directed by your Post Orders. BOMB THREAT CALLS • The instructions of the Visual Security Bomb Threat Procedure are: 1. Assume the threat is valid until it is proved false. 2. Keep the caller on the phone as long as possible. 3. Try to get detailed information about the bomb threat. 4. Write down all information that will help trace the caller. 5. As soon as the caller hangs up, notify the client contact and your supervisor. 6. Record the incident in the Log Book, an Incident Report and as directed by your Post Orders. • Use delaying tactics to keep the caller on the line. – Play dumb. – Ask the caller to repeat what was said. – Ask the caller "Are you sure you called the right building? What number did you call?" – Ask what you can do to prevent the bomb from exploding. • To get detailed information about the bomb threat, ask the questions listed on the last page in your Handbook for Security Officers. • Make notes of any information that might help to trace the caller. AN IMPORTANT NOTE: Security Officers do not search for bombs. However, be on the lookout for suspicious packages that might disguise a bomb. If you see one, alert the client as directed by your Post Orders. GENERAL JOB SAFETY INSTRUCTIONS FOR SECURITY OFFICERS AND SUPERVISORS (to be added to Post Orders as appropriate and provided to all employees) Visual Security is very concerned about the safety of its security officers. Our employees are our most important assets. Lost time on the job due to an accidental injury is costly to everyone. The ability to perform your tasks safely is largely dependent on you. A little planning and thinking can greatly reduce the chances of your being injured. As a professional security officer, detection of safety hazards is part your responsibility while on patrol or at your stationary post. The following are suggestions for increasing your safety awareness: I. THINK SAFETY FIRST On the first round of your shift or a new post, be careful and look for and note the following: 1) Are there any lights out or poorly lit areas in the path you take? 2) Are there any overhead obstacles that you should pay special attention to? 3) Are there any wet spots on the floor caused by water, oil, etc., that might create a problem? 4) During bad weather, is there any water accumulation, snow or ice in the path of your rounds? 5) Are there any obstacles in your path that-you need to watch for, such as, piles of debris, electrical cords, loose rugs or carpeting, unusual protrusions, etc.? 6) Are there any broken glass, exposed nails or screws in door ways you must go through? 7) On stairways, are there any broken or loose steps? Are handrails mounted securely? 8) Are there any holes or broken areas in parking lots or sidewalks? If you drive a vehicle as part of your duties: 1) Is the vehicle in safe working order; lights work, brakes in good working order, tires not overly worn and inflated to proper pressure? Are all windows clear for proper visibility? 3) Are seat belts in proper working order and worn while vehicle is in use? 4) Are there any obstructions, safety hazards, "blind" spots etc., in the normal course of your rounds in the vehicle? II. TAKE PRECAUTIONS AND REPORT RISKS: A. Always have a flashlight available while on duty. A power failure during the day can make the interior of a building totally dark. There is the also the possibility that you will have to enter a dark room on your patrol. Don't try your luck and fumble around; use a flashlight. While on patrol, use handrails going up and down stairs. Watch where you are walking, avoid slippery floors and surfaces and obstacles in your path. Over one third of our security officers are injured by slips and falls. B. Look up and around you. Be aware of your surroundings. This can prevent a bump on the head or a bruise from an unseen object. C. Use common sense. Avoid horseplay, use equipment properly and safely. D. While on duty, use all your senses for safety. Look for hazards, listen for unusual noises, smell for smoke or strange odors, feel for unusual heat or cold, it can save you and others from serious injury. E. Report anything that is out of order or unsafe. For example, exit sign not illuminated, any necessary lights burned out (inside or out), fire extinguishers-missing or obstructed, loose hand rails, slippery substances on floors, water leaks, and other risk causing situations. If it is an immediate hazard, report it to the client maintenance department and enter it on your report. State the facts of the hazard. If it can wait until the following work day to be repaired, just enter it in your report. Keep reporting the hazard until it is repaired. F. Report safety hazards to your relief security officer and your supervisors. III. AVOID SLIPS AND FALLS Do the following to Avoid Slips and Falls: 1) Slippery Surfaces (ice, water, oil, grease) A. Carry a flashlight to identify slippery surfaces. B. Avoid the hazard by walking around it. C. If you must cross an icy surface, do so with caution. walk slowly and flat footed. Hold onto a handrail or solid object. D. Do not cross greasy or oily area. The oil or grease will stay on your shoes and may cause a slip and fall later. 2) Changes in Elevation (stairs, steps and entrances) – Every time you change elevation, you are subject to a fall. A. Watch your balance. B. Do not run on stairs or steps. C. Do not turn corners close to the wall. D. Use handrails. E. See, don't just watch, where you are walking. F. Do not block your own view by carrying large objects. 3) Uneven Surfaces (Ramps, driveways, parking lots) A. Walk slowly and carefully. B. Use caution. C. Use handrails. 4) Walking into objects A. Use flashlight or turn on lights. B. Use caution when turning corners. C. Don't take shortcuts, use aisles. D. Be aware of your surroundings. SECURITY OFFICER GENERAL JOB DESCRIPTION All Security Officers assigned should be physically able to walk, stand, climb stairs, do repetitive motions, and work inside and outside. Normal duties may involve bending, sitting standing or walking for varied or extended periods of time. The Security Officer must have the ability to reason and to make judgements and the ability to set priorities. Report writing and oral communication skills are important to this position. The Security Officer must be able to respond in a responsible, safe, and reliable manner to all types of emergency situations. The Security Officer must be able to deal effectively with people and should be able to work with minimum supervision. MINIMUM QUALIFICATIONS The Security Officer must be 18 years of age, have reliable means of transportation, available by telephone and able to meet State and Local Regulatory Requirements, i.e., no felony convictions, etc. In addition, the Security Officer must be able to work a flexible schedule and be a United States Citizen or have a Valid Immigration and Naturalization Service Employment Eligibility Documentation. |
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