Security any site training Site: Duration of training: Number of trainee: Start Date: End Date: Part One Attendance : Names of trainees : Subject: Enhancing security and customer service on site Topics covered: 1. Positive appearance (clean shave, neat and trimmed moustache, well-trimmed hair, clean and well iron uniform). No Visitor, parent or staff would respect a security officer who looks shabby. 2. Site knowledge (it is imperative to have a full and accurate mastery of your entire site. You have to be familiar with all the locations and be able to report timely in any location in case of emergency. 3. Knowledge of all staff members. (It is important to know all staff members so as to be able to differentiate them from visitors or intruders) 4. Avoiding misuse: The client’s property e.g., phone, computer etc. 5. Access control/searching (be polite, be firm, be sensitive of people’s embarrassment, know what action to take if staff refuse to cooperate, action to take if unauthorized property if found) 6. preservation of evidence and crime scene (ways of contaminating evidence, preventing contamination of evidence) 7. Evacuation procedure (role of security during evacuation, emergency exit, Jacket position and assembly point) 8. Knowledge of emergency numbers and when to call them (999 Police, 998 Ambulance, 997 Civil defense, 991 DEWA, 04 2232323 Dubai Municipality, 04 2080808 Dubai Taxi) 9. Conducting effective access control (giving access to all authorize persons, vehicles and property and preventing access of unauthorized persons vehicles and property). Maintaining visitors and contractor log books properly. 10. Customer service and communication ( answering the telephone, speaking to staff members/visitors, being polite and making eye contact, body language, listening attentively to what is being said and not what you think you heard, always think before you speak) 11. Traffic control and monitoring of parking area (all traffic violations most be checked, prevented and reported. In case of violation by either visitor, staff member or parent security should inform the violator that the police would be called if there is no cooperation with the security ) 12. Importance of coordination and cooperation among the security team (make sure you are properly relieved before you leave your duty post, share all security information amongst yourself to enhance security) 13. Response to fire alarm and fire indications (silencing, reading, informing and responding) 14. How to respond in case of an emergency (fire, injury, death, theft, property damage etc…) 15. Radio usage procedures and communication (speak clearly and slowly, always use phonetic alphabets and 24hrs clock, be careful what you say as someone else may be listening.) Always avoid bad language. 16. Patrolling (fire patrolling, building patrolling, security patrolling) 17. Detention and arrest (if you restrict someone’s liberty in order to answer allegation of criminal wrong doing, it would be considered that you have arrested him). Do not arrest anyone unless it is absolutely necessary to do so. 18. Firefighting equipment’s (usage, location and monitoring) 19. Proper monitoring and operation of the CCTV systems. 20. Reporting (a report should be accurate, factual, objective, complete, clear, correct and well organized. Always remember 5’W’s and ‘H’ (who, what, where, why, when and how). Part two Attendance : 100% Names of trainees Subject: Crisis Notification Information Response Topics covered: 1. Information to be provided when reporting a crisis situation: a. Location of crisis b. Nature of crisis c. Severity of crisis d. Number of occupants affected. e. Time crisis is identified f. Initial response steps g. Local authority Notified h. Assistance required 2. Crisis Media requests During a crisis situation, any media requests must be forwarded to the facility Manager/Security Manager or Site Internal Security In charge. 3. Evacuation process a. Identify crisis situation b. Verify nature, severity and location c. Report crisis to local authorities d. Determine if unsafe conditions are present. e. Evacuate affected occupants f. Direct occupants exterior assembly point g. Search for remaining occupants h. Coordinate arrival of local authorities i. Provide assistance as directed. j. Write an incident report. 4. Fire alarm response a. Receive report of fire alarm b. Silence the alarm c. Report to the location and verify d. Report condition to the supervisor e. If real fire: i. Contact Dubai civil defense (DCD) ii. If safe (small) attempt to extinguish iii. If unsafe ( large fire) sound the alarm by breaking the MCP iv. Begin evacuation of affected occupants f. Coordinate arrival of Dubai civil defense and provide briefing. g. Provide assistance to Dubai civil defense as requested. g Write an incident report. 5. Medical emergencies a. Gather relevant information b. Verify medical emergency crisis c. Call the ambulance (998) d. Attempt to calm injured/ ill person e. Provide first aid if you are certified f. Coordinate local authority arrival g. Document all aspects of response h. Provide documentation to authorities i. Provide assistance as requested j. Review response after crisis is contained k. Write an incident report 6. Theft/ vandalism a. Gather information b. Call the police (999) c. Inform Client management. d. Investigate crisis e. Inform adjacent officers of crisis f. Isolate the affected area g. Coordinate local Authorities arrival h. Document all aspects of response i. Provide documentation to authorities j. Provide assistance as requested k. Review response after crisis is contained l. Write an incident report 8. Building service failure a. Gather information b. Report service failure to the Facility Manager/Security Manager or Internal Security In charge. c. Investigate cause of service failure d. Inform service provider e. Inform adjacent officers of service failure f. Coordinate service provider access g. Document all aspects of response h. Provide status to services provider i. Provide assistance as directed j. Review response after crisis is contained. k. Write an incident report. 9. Suicide/ fatality a. Gather information b. Report fatality to the facility manger/Security Manager or Internal Security In charge. c. Report fatality to the Police ( call 999) d. Isolate affected areas e. Inform adjacent officers of fatality f. coordinate police arrival g. provide police access to the area h. document all aspects of response i. provide documentation to local authorities j. provide assistance to authorities k. review response after crisis is contained l. write an incident report 10. Bomb Threat a. Gather information b. Report bomb threat to the building management personnel c. Report bomb threat to local authority d. Search for suspicious package e. Inform adjacent officer of bomb threat f. Document all aspects of response g. Coordinate local authority arrival h. Provide all documentation to local authority i. Provide assistance as required j. Review response after crisis is contained k. Write an incident report 11. Earthquake a. Identify earthquake condition b. Inspect location for damage c. Report findings to the police d. If unsafe, evacuate occupants e. Coordinate the police arrival f. Document all aspects of response g. Provide documentation to the police h. Provide assistance as required i. Review response after crisis is over j. Write an incident report Missing child 1. Gather information 2. Report missing child to the Site management personnel 3. Search for missing child 4. Inform adjacent officers of missing child 5. Coordinate response as directed 6. Attempt to calm parents 7. Document all aspects of response 8. Provide documentation to authority 9. Provide assistance as requested 10. Review response after crisis is contained 11. Write an incident report. Day Two Part three Names of trainees Attendance : 100% Subject: Enhancing security and customer service on site Topics covered: 1. All topics as covered by the day shift security guards Crisis Notification Information Response 2. Information to be provided when reporting a crisis situation: (everything as covered by the day shift security guards) I hereby acknowledge that the above mentioned security Guards diploid on the Site The purpose of the training was to enhance their ability to offer better and more professional customer services, improve their skills in loss prevention, as well as sharpen their knowledge in the protection of life, property, premises and information of the site. Facility Manager/Security Manager Internal Security In charge. Signature: Name: Prepared By: Sajid Butt Certis Security.
Posted on: Mon, 24 Mar 2014 17:18:27 +0000
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