Policies concerning Accepting Deliveries

In general, security does not accept deliveries on behalf of others, because:

1)      Security cannot guarantee the proper person will pick up/receive the package or letter.

2)      Security cannot assume any liability for packages damaged before, during, or after delivery.

3)      Security cannot assume liability for any mis-delivered packages.

4)      Security cannot assume any liability for lost or stolen packages.

However, some posts may require security to accept deliveries for a variety of reasons. In such cases, the post orders should explain the proper procedure for accepting deliveries which will include:

1)      Types of deliveries to accept and not to accept.

2)      Who should be notified that deliveries have arrived and should be picked-up.

3)      Where packages should be kept until they are picked-up.

4)      What should be done with packages/letters that have not been picked-up in a timely manner.

Property Control Procedures

Property control procedures are designed to monitor equipment and other property that enters and leaves a post. The procedures will vary from post to post, because each client has different needs and operation types. However, there are standard types of procedures that fit most any type of post. To develop a sound property control procedure policy for a specific client, these things must be considered:

1)      Determine exactly what property can and cannot be controlled and monitored.

2)      Determine potential/actual risks of property loss.

3)      Determine actual/potential value of property loss.

Ultimately, the design will prevent losses by a cost-efficient system that is within the means of the client. The 6 major property control methods will form the basis of the procedures:

1)      The honor system which is completely voluntarily.

2)      Visual monitored.

3)      Inventory system.

4)      Controlled access/exit points.

5)      Property-pass system.

6)      A combination of two or more of the previous systems.

Ideally, a system that incorporates all the methods together provides the most protection. However, in some cases, all the methods cannot be feasibly implemented, because:

1)      Not enough time to monitor or control all property.

2)      Limited resources.

3)      Client’s budget.

4)      Security force too small.

5)      Other factors.

The honor system is the most used system, but it is also the least effective. The honor system relies on people voluntarily complying with not committing theft, and while most people will not commit theft, some people will steal. Generally, the honor system is applied to trivial things.

A visual monitoring system may involve the presence of an officer, cameras, or both. The psychology of this method is that a person will not steal because they fear the person watching them will report the theft.

The inventory system is used to track property that is used by many people or property that is constantly turning over. The inventory system requires written verification which holds the person inventorying the property accountable. 

The controlled access/exit system works by stationing someone at every entry and exit point and holding them accountable for all property that enters and leaves the building.

The property pass system works by assigning property that can be removed to specific people. This system is used for property that a person keeps with them. Only the person assigned to the property can remove it from the post. The equipment and property pass may be subject to inspection by security when it is being taken from the property.

All client personnel must be trained in property control procedures. If they witness a violation, then they should report it to security. Security should always document any violation or possible violation. Whenever property is removed from a post, and security is unsure about it, then they should document the type of equipment, the serial #, the person removing the equipment, the time of the removal, the person who authorized the removal, and other relevant information.

In addition to property control procedures, a post should apply loss prevention techniques to control property and prevent theft. Loss prevention techniques include:

1)      Inventory should be controlled by one person who is monitored by visual means. A second person should check and verify the inventory person. A third person should make unexpected, but regular verifications of the first two people. Ideally, the third person should be a person with a vested interest in preventing loss. The layered approach described here has a psychological effect that holds everyone accountable by fear of being reported if caught committing theft.

2)      An independent accounting body should be established to double check and verify the three person layered technique.

3)      Trash leaving the building should be inspected occasionally.

4)   Train all employees in how to detect theft and how to report it.

Special Incident #7: Unspecified Orders

Unspecified orders differ from unexpected situations, because they usually derive from policy related issues. In any case, an unspecified order may concern something that is trivial or vital. If the incident is trivial, then use your best judgment as long as it does not compromise safety or security. An example of a trivial matter may be a parking policy or other non-important matter. In cases of a trivial matter, you can get clarification at a later time.

A vital matter is a priority, and an officer needs to get clarity immediately, or if immediate clarification is not possible, then the officer needs to make a professional decision based upon all the available information. In such situations, either safety or security is at risk, and the officer may need to call 911 or shut down an area or take some other immediate action to protect life and property. An officer must always notify the client and security supervisor of incidents of this nature as well as make an incident report.

Special Incident #6: Unexpected Situation

An unexpected situation is by definition any situation that was not expected to occur. All unexpected situations involve uncertainty to some degree, because the security officer was caught off guard. The officer should, however, be capable of coping with most unexpected situations because they have a sound base of knowledge from knowing the fundamentals of common incidents, serious incidents, and special incidents. Officers should always be expecting the unexpected by asking, “What incidents may occur, but are not likely to occur, and if they did occur, then how will I deal with them?”

The more prepared an officer, and then they will encounter unexpected situations less often. This is the essence of a good security officer, because a good officer is alert and prepared.

Many unexpected situations will be similar in nature to other common incidents and should be handled in a like manner. An officer should always consider safety as the top priority, and the officer should call for back up or professional guidance if they do not know how to handle the situation effectively. 

Special Incident #5: Multiple Incidents that Occur at Once

Multiple Incidents that occur at once are of these kinds:

1)      Incidents that demand immediate attention

2)      Incidents that do not require immediate attention

3)      A combination of incidents of the former two

In general, security must deal with priority incidents first, then deal with minor incidents. Follow standard procedures for each type of incident and document them in the same report if it makes sense to do so. Otherwise, make a separate incident report for each one.

Special Incident #4: Combination of Related Incidents

A combination of related incidents can occur as a result of circumstance. A case in point, a door can be left unsecure by negligence, but ultimately lead to a theft if someone notices the door is unsecure. In such a case, no one may ever know that the door was left unsecure if the thief enters, takes some property, then leaves and secures the door behind them without being detected.

Special Incident #3: Recurring Incidents

Incidents that recur often or only from time to time do so, because they are rooted in some definite cause or causes. Incidents may recur due to lax security, poor client follow up, or because of some other factor. A post with a large number of people may experience many medical related incidents that cannot be prevented. However, some recurring incidents can be prevented.

Generally, incidents that are identified as recurring incidents fit these conditions:

1)      The incident has not been identified.

2)      The incident has been identified but security has failed to properly respond to it or report it.

3)      An incident has been properly reported and responded to by security within their means, but the client has not provided the additional support or corrective procedure.

The most common types of recurring incidents are:

1)      Common security breaches such as unsecure doors and windows, inoperable security cameras or alarms, etc.

2)      Vandalism

3)      Theft

4)      Safety hazards

5)      Trespassers

6)      Noncompliance

In general, follow the standard procedure for each type of incident, except when filing an incident report, the security officer should identify that the incident keeps recurring. The report should also contain suggestions on how to prevent or correct the situation.

Special Incident #2: Emergency Response

Emergency response to any man-made or natural disaster consists of three major factors:

1)      Mind Set

2)      Know How

3)      Physical Means and Assets

A person’s mind set should be determined though calm. The will to survive is an accepted fact as an important component to survival. Disasters bring on conditions which a person may have to cope with that include pain, trauma, exposure, high stress, and emotional stress from witnessing serious injuries or death.

Preparing for any anticipated or possible emergencies will help a person develop know how. Only with the proper know how, a security officer can assemble the appropriate resources and assets or physical means to deal with emergencies.

Every emergency, whether anticipated or not, has three stages:

1)      Before the emergency occurs.

2)      The actual emergency.

3)      Post emergency.

The time before the emergency is when all planning, preparation, and training must take place. It’s too late once the emergency begins. Once the emergency begins, response and execution of plans become the priority. The post emergency stage consists of the time period from immediately after first response until normalcy is achieved again.

All posts should have procedures which answer these questions:

1)      What are likely emergencies that may affect the post?

2)      Which emergencies will be preceded by a warning and which may happen without warning?

3)      Which emergencies will require the post to shut down or be evacuated? How will it be accomplished?

4)      What type of emergency personnel will be contacted?

5)      What client and security contacts will be notified?

6)      What are the basic responsibilities of security and others that they will cooperate with?

7)      What back up plans are in place in case emergency personnel cannot reach the post or members of the on-post response team become disabled?

8)      What steps will be taken before, during and after each specific type of emergency?

9)      What equipment must be shut down and who will shut it down?

10)  Who knows CPR and basic first aid in case medical units cannot reach the post?

11)  Who will manage and coordinate all the activities?

12)  Where will the command post be and what secondary locations are available if the central command post is not viable?

13)  What will be the chain of command?

14)  What other priorities will there be?

15)  What other considerations must be made?

In general, an officer should have a thorough knowledge of their post and its basic assets that can be used during an emergency. In general, once an emergency occurs, follow this procedure:

1)      Call 911 for help.

2)      Assess the situation. Determine priorities.

3)      Turn off any equipment that may cause further damage or harm.

4)      Provide first aid.

5)      Assist trapped people.

6)      Clean up or seal off areas of hazardous materials.

7)      Avoid unsafe areas and provide directions to others.

8)      Assist emergency personnel as needed once they arrive.

9)      Contact client and security supervisor.

10)  Document in an incident report.

Response to hurricane:

1)      Upon receiving order to evacuate by authorized person, then assist with evacuation.

2)      De-energize post. Follow equipment shut down procedures.

3)      Tie down anything that might be blown away and cannot be stored in a secure location.

4)      Lock all doors.

5)      Make an incident report. Evacuate post.

Response to Hazardous Spill:

1)      Call 911.

2)      Assess the situation. Do not approach from downwind. Approach from upwind and isolate the scene. Keep untrained people and onlookers from entering the area.

3)      Identify the hazards and report them. Obtained qualified help.

4)      Do not touch or breathe hazardous materials. Only qualified and trained personnel should enter the scene.

5)      Contact client and security supervisor.

6)      Make an incident report.

Special considerations should be made for disabled persons during an emergency, because they may need more assistance than others. Follow this general procedure:

1)      Identify people needing special assistance before an emergency occurs. If possible, involve them in emergency planning.

2)      Determine type of assistance needed.

3)      Determine who will provide the assistance as well as back up person(s).

4)      Train assistance personnel in proper procedures.

5)      Provide contingency plans.

6)      During an emergency, the disabled person should be assisted during the entire incident.

If providing assistance to a disabled stranger, ask them before assisting. If they do not need help, then only provide an escort. If they need help and request it, then provide support for them.

Special Incident #1: Medical Assistance

According to the American Red Cross, first aid is the immediate care given to a person who has been injured or has been taken suddenly ill. First aid encompasses calling 911, providing the appropriate response to physical injury, and/or acts of comfort and encouragement under present conditions.

The basic response when rendering first aid follows:

1)      For personal safety, never touch another’s bodily fluids. Always use protective gear.

2)      Call 911. Provide them with address, building location, description of person and injury/illness, other known medical information, and where you or someone else will meet emergency personnel.

3)      Provide appropriate response such as clearing airway, CPR, or stopping bleeding.

4)      Do not move person unless necessary to prevent further harm

5)      If possible have someone meet medical unit.

6)      Keep area clear of onlookers. Only those assisting should remain in the area.

7)      Assist until medical unit arrives and takes over. Provide crowd control or traffic control until medical unit leaves the post.

8)      Contact client and security supervisor.

9)      Make an incident report.

To stop severe bleeding:

1)      Apply direct pressure with a clean and sterile cloth on the wound.

2)      If possible, elevate the wound above the heart.

3)      If the first two methods fail, then apply pressure on the supply artery. Use this method with the former two only as long as necessary to stop the bleeding. Then continue only the first two methods.

4)      Applying a tourniquet is risky because the person may lose the limb. It should only be done as a last resort and then medical assistance by a trained professional is necessary immediately.

How to make a tourniquet:

1)      The tourniquet should be at least 2 inches wide. Place it above the wound. Never use on the neck.

2)      Wrap the tourniquet tightly around the limb twice. Tie a half knot.

3)      Place a stick or other similar implement above the knot. Then tie two knots above the stick.

4)      Twist until the bleeding stops.

5)      Secure the stick in place.

To remove a foreign object from the body:

1)      Use a sterilized needle or tweezers to remove small objects such as splinters or glass that are just beneath the skin.

2)      Do not remove deeply embedded objects or remove a person from a fixed object. Only medical personnel can remove the object from the person or the person from the object.

To treat a burn:

1)      First degree burns are caused by overexposure to the sun, hot water and other similar reasons. They are the least severe type of burn. Treat them with cold water treatment.

2)      Second degree burns are deep burns that may destroy nerve endings and produce blisters. Place in cold water until pain stops. Do not use ice. Do not bust blisters or remove tissue. Do not put ointment on the burn. Seek medical attention.

3)      Third degree burns cause deep tissue destruction and complete loss of skin. They may resemble second degree burns. Do not, however, immerse them in water. Immediately go to the hospital. People with third degree leg or feet burns should not be allowed to walk.

4)      Chemical burns can be very severe. Wash away the chemical with lots of water or follow the procedures listed for the specific chemical. Seek medical attention.

Recognizing and treating shock:

1)      Shock may occur with an injury. Basic symptoms include shallow or irregular breathing, clammy skin, rapid but weak pulse, reduced body temperature, dilated pupils, sunken eyes, and unresponsiveness.

2)      Cover the person to prevent body temperature from dropping. Shock is very serious and can lead to death.

3)      Keep in a lying position to ensure good blood circulation.

4)      Only give fluids if the person is aware and medical attention will be delayed more than an hour.

5)      If the person is unconscious, then place them on their side to allow saliva to flow out.

To treat heat exhaustion:

1)      The symptoms for heat exhaustion include normal body temperature, pale and clammy skin, dizziness, weakness, and/or profuse sweating. The victim may faint or vomit.

2)      Give them a half glass of salt water every 15 minutes for an hour. Let them sip it. If the person is vomiting, then do not give them fluids. Seek immediate medical attention.

3)      Have them lie down and elevate feet.

4)      Loosen clothes.

Person should rest and avoid heat a couple of days before returning to work.

Serious Incident #7: Bomb Threat

The proper procedure for a bomb threat follows:

1)      All bomb threats must be considered as real until the proper law enforcement officials determine otherwise.

2)      Do not use cell phones or other radio devices which may interact with a radio-controlled device.

3)      Write down as many details from the caller as possible. Write down the exact words spoken by the caller. In a bomb threat, specific details may reveal the location of the bomb.

4)      Ask the caller where the bomb is located, what it looks like, when it will explode, and the reason it was placed.

5)      During the call, try to hear background noises which may reveal the location of the caller. Try to get the caller’s name, and listen to how their voice sounds.

6)      Let the caller hang up.

7)      Call 911 and notify them about the threat.

8)      Contact the client contact and the security supervisor.

9)      Do not search for the bomb. If, however, you noticed a suspicious package or bag in your area, then advise the police when they arrive.

10)  The client or police may authorize an evacuation. In a bomb related incident, it is best to allow the police and bomb squad to conduct the evacuation, because evacuating to the wrong area may be dangerous.

Make an incident report.

Serious Incident #6: Disorderly Crowds

Under the First Amendment of the U.S. Constitution, people may assemble into crowds. However, the amendment does not extend protection to disorderly crowds. A crowd, therefore, becomes unlawful once it is disorderly.

Crowds, whether or not they are orderly, may be planned or spontaneous, and they assemble for various purposes. Every crowd may be divided into smaller crowds within the larger crowd. However, the larger crowd generally contains these basic similarities:

1)      A perimeter that the crowd assembles within.

2)      A reason or reasons for assembly.

These considerations must be assessed to ensure adequate crowd control and to ensure the crowd does not devolve into a riot:

1)      Size of crowd.

2)      Area of assembly.

3)      Points where crowd has freedom of movement.

4)      Restricted points.

5)      Reason(s) for assembly.

6)      Attitude of crowd.

7)      Alcohol/drugs present.

8)      Location of security command post.

9)      Potential of emergencies.

Security officers should maintain order by observing the crowd, reporting illegal activities, controlling access and traffic, giving directions, identifying sources of trouble and removing trouble makers, and responding to emergencies. Officers must remain calm and objective. If a crowd becomes disorderly, then follow this procedure:

1)      Call 911.

2)      Determine who is causing the problem and report to police.

3)      Keep a safe position and keep others out of the way of harm.

4)      Never attempt to stop a crowd that has become a riot, because one officer or a small number of officers cannot stop a riot. A riot is a dangerous situation that can kill anyone in its way. Allow the police a chance to form the appropriate response to an out of control crowd.

5)      Report in an incident report.

Serious Incident #5: Threats and Violence

According to Black’s Law Dictionary, “The term threat means an avowed present determination or intent to injure presently or in the future.”

Threats may be written or verbal, and all threats should be considered real until they are determined to be real, idle talk, or jest. Threats can be made against persons or property. It is possible that a threat may be made directly or through another person.

When a threat is made, it is important to understand the context. Therefore, knowing exactly what was said, who made the threat, who or what the threat was against, and determining whether or not it was an obvious or veiled threat are important factors to consider.

Security officers must report all threats that are brought to their attention. An officer can neutralize a threat and possibly calm a situation simply by exerting a firm yet diplomatic presence. Follow these steps:

1)      Approach the situation calmly and prudently. If a weapon is present, then notify the police and stay clear of danger.

2)      Assess the situation. Determine the nature of the threat.

3)      Attempt to separate the person making the threat from the target of the threat through verbal persuasion.

4)      Keep the area clear of onlookers and bystanders.

5)      Once the situation has been addressed and the area is secure, then make an incident report. Always notify the client and security supervisor of all threats that occur on the post.

6)      Follow up on all incidents involving threats by remaining alert of any unresolved issues. Document any concerns.

It is always important to stay aware of all violence or potential violence that occurs on or near the post. According to the Department of Justice, approximately 160,000 people per year are affected by violence in the workplace.

Workplace violence ranges from simple assaults to homicide. All employers are required by OSHA to provide a safe and stable work environment. The first step is to identify possible areas of violence or issues that might lead to violence. Secondly, a set of guidelines should be in place to prevent violence. Third, a set of guidelines for dealing with incidents involving violence should be in place. Fourth, all employees should be trained in the proper procedures emerging from those guidelines. In general, these precautions should be taken:

1)      Ensure safe work area.

2)      Ensure adequate lighting.

3)      Ensure adequate staff to handle workloads.

4)      Ensure everyone knows and complies with policies and procedures.

5)      Ensure everyone knows personal safety methods and how to apply them.

6)      Ensure any unclear issues are addressed once known.

7)      Report any indication of present or future violence.

8)      Follow rules to prevent armed robberies.

9)      Advise everyone to report any incident that has reached a critical level and may lead to violence.

The proper procedure to respond to a fight:

1)      Notify 911 immediately.

2)      If alone, then do not intervene. Call for back-up and keep a safe distance.

3)      If an officer has assistance and they determine the risk of intervening has limited danger, then:

a)      Decide how to act before acting.

b)      Keep bystanders out of the way.

c)      If a weapon is present, then do not intervene. Wait for the police to arrive.

4)      Make an incident report.

Procedure for Known Domestic Trouble:

1)      If a situation between domestic partners occurs, then it can be very serious and dangerous because of the emotion involved.

2)      Always notify the police.

3)      If a situation occurs that involves a known domestic partner being restricted from the post, then call 911 immediately if they come on the post. Then notify the target person to make sure they are aware and safe.

4)      If possible, do not allow the restricted person in the building. Lock the door if able to do so.

5)      Notify client contact and security supervisor according to predetermined emergency plan.

6)      Keep a safe distance and keep onlookers and bystanders in a safe and secure location.

7)      Coordinate with police when they arrive.

8)      Make an incident report and include details of the person and event.

Procedure for Unauthorized Weapons on Post:

1)      All unauthorized weapons on a post may lead to potential harm regardless if the person in possession intends harm or not. Therefore, these incidents must be dealt with immediately.

2)      Always call for back-up. Call 911 first if a clear policy directs or if the situation appears dangerous.

3)      If the person presents the weapon to an officer, then the officer should advise them to remove the weapon from the post. If the person becomes hostile or volatile, then the officer should take cover and attempt to keep bystanders and onlookers clear.

4)      Coordinate with police when they arrive.

5)      Make an incident report.

Violence may vary depending on the who, where, and how, so officers need to stay alert and prepare for the unexpected. The most important factors when dealing with violence are staying calm, acting prudently, and using judgment to determine the appropriate way to handle the incident. Safety is first, and the wisest action to take is to withdraw to a safe position and call 911. Only a living and thinking security officer can protect others from harm.

Serious Incident #4: Hostage Situation

Hostage situations occur for two basic reasons:

1)      They are planned to accomplish some goal which may be political, financial, emotional or other.

2)      They are unplanned and result from perceived threats or needs.

Hostage takers range from professional to unprofessional, but all hostage takers should be considered as dangerous.

A hostage situation may catch a security officer off-guard, so it is important to use good judgment if a situation occurs. If an officer is caught off-guard, then the officer should surrender if allowed the opportunity instead of risking their life and others’ lives. Follow this procedure:

1)      Stay calm and keep others calm.

2)      Do not try to hinder the aggressor.

3)      Warn the hostage taker about any unexpected surprises such as someone coming from the back.

4)      Do not attempt to escape unless the risk at that moment outweighs the risk of not trying to escape.

5)      Do not do anything that would cause the hostage taker(s) to believe that you are plotting against them.

6)      Once the police become involved in a hostage situation, it usually takes 8 – 10 hours to resolve and the police are usually successful.

7)      If negotiations are unsuccessful and the police enter by force, then get down, stay down until the police secure the area, and remain down until the police clear everyone and okay you.

Make an incident report.

Serious Incident #3: Armed Robbery

According to Black’s Law Dictionary, armed robbery means “the taking of property from a person or in the presence of another by the use of force or by threating the use of force while armed with a dangerous weapon.”

Security’s role regarding armed robbery is one of prevention. The ability to prevent armed robbery stems from awareness of possible places, times, and reasons an armed robbery might occur and taken reasonable actions to forestall armed robbery.

Most of the reasons for armed robberies are for money or valuable items. The times may vary, but generally armed robberies occur when staff levels are small or unsuspecting. Places that are most prone to armed robberies are mid to high crime areas, but no place is immune.

Generally armed robberies are planned before they are executed. The robbers will case the target and look for signs of weakness or opportunities, such as counting large sums of cash in the open, no security on duty, lack of cameras, etc.

The best security measures are:

1)      Armed security officers.

2)      Adequate lighting.

3)      Cameras

4)      Good community and police relations.

5)      Reduce amount of cash or valuable in the open.

6)      Use of drop safes.

7)      Security escorts for bank runs.

8)      Use of electronic transactions

9)      Counting money in a secure location

Not all armed robberies are prevented. If an armed robbery occurs, then follow this procedure:

1)      Do not resist an armed robber.

2)      Stay calm.

3)      Warn the robber of any unintended surprises such as someone coming from the back. This protects people, because the robber may shoot if caught off guard.

4)      Remember the details and description of the person committing the robbery.

5)      Call 911 after the robbery. Report last known direction of escape and type of travel as well as description of suspect.

6)      Report in an incident report.

Contact client and security supervisor.