How To Work In the Security Industry

What Is security?

Cambridge dictionaries online states that security is the ‘’protection of a person, building, organization against threats such as crime’’.

What Is the need for the private security industry?

The SIA, the Security Industry Authority states that ‘’a professional, dependable private security industry is needed to help protect people, property, assets and operations.’’

Security Is Provided In Three Ways

Manned - Where security operatives work on a site providing both a deterrent against crime and an immediate response to incidents as and when they occur.

Physical - Physical deterrents such as locks, barriers, grills to help reduce crime by physically stopping people.

Systems - Electronic and other technical systems to monitor premises for crime and other dangers, such as intruder alarms, fire detection systems and closed-circuit television (CCTV) systems.

What Roles Do Security Operatives perform?

Today approximately half a million people are employed in security roles in the private security sector. Of that half a million, the roles that exist within the security industry include:

• • Door Supervisor.
  • CCTV Operator.
  • Security Officer.
  • Cash and Valuables in Transit Guard.
  • Close Protection Guard.
  • Key Holder.
  • Vehicle Immobilizer.

While most security staff are supplied under contract from specialist security suppliers such as G4S and Churchill Security, there are also a considerable number who are directly employed and a smaller number who are self-employed. Security companies range in size from multi-national corporations operating across the world to small local service providers and can offer a diverse array of employment and work opportunities.

What Is A Door Supervisor?

A Door Supervisor carries out security duties in or at licensed premises. The mandate of a Door Supervisor is to prevent crime and disorder and keeping staff and customers safe.

Door Supervisors may have to assist in the following situations:

• • Preventing and deterring crime, including assault, criminal damage, theft, sexual offences, breach of peace, and public order offences.
  • Dangerous or hazardous situations (Including Slips, Trips & Falls).
  • Emergency situations (Evacuations, Suspect Packages).
  • Giving First Aid / First Responder Duties.
  • Protect property from theft or damage.
  • Protect property from fire, criminal damage & defacement.
  • The prevention of loss and waste.

What Is A CCTV Operator?

The role of a CCTV Operator is to monitor the activities of members of the public in a public or private place using CCTV equipment. Identify a particular person. This includes the use of CCTV to record images to be viewed on non-CCTV equipment.

What Is A Security Guard?

A security guard is a person employed by a government or private party to protect the employing party’s assets from a variety of hazards by enforcing preventative measures. This can include operating in a retail environment or within a corporate structure.

What Is A Cash And Valuables In Transit Guard?

Cash and valuables in transit operatives take responsibility for guarding cash and other valuable property against destruction or theft during the secure transportation of that property in specially manufactured vehicles.

What Is A Close Protection Guard?

Close Protection is guarding one or more individuals against assaults or injuries that might be suffered in consequence of the unlawful conduct of others.

What Is A Key Holder?

A Key Holder is responsible for keeping or controlling access to, any key or similar device for operating (such as swipe cards etc) any lock.

What Is A Vehicle Immobilizer?

A Vehicle Immobilizer is a role that involves the moving of vehicles, restricting the movement of vehicles using a device and release vehicles after demanding or collecting charge.

What Are The Main objective Of Security Officers?

• • Protection of life.
  • Protection of property and premises.
  • Prevention of loss and waste.
  • Prevention and the deterring of crime.

What Information Must A Security Operative Hold?

As per private security industry act 2001, Door Supervisor or Security Officer must contain the following information:

• • License Number.
  • First & Last Name.
  • Activity (e.g. door supervision).
  • Role (front line or non-front line).
  • License expiry Date
  • License Status (Active/expiry/revoke etc).
  • Date of License status changed.

Who Are The Key Bodies Of The Security Industry?

The private security industry works with various organisations and key bodies to prevent crime and to help enforce the law.

SIA – The Security Industry Authority regulate the private security industry and are an independent body that are empowered by the Private Security Industry Act 2001 and reports to the Home Secretary.

Skills for security - A not-for-profit sector skills organisation. It helps raise standards and provides security related products and training.

NSI - The National Security Inspectorate are the security industry’s leading approvals and certification body. Conducts audits for companies providing home and business security and fire safety services.

BSI - The British Standards Institution are the UK’s National Standards Body. They develop national and international standards for companies in many sectors, including security and hold various standards for security industry such as BS7960 (DS) and BS7958 (CCTV).

The Police - Help police in everyday law enforcement to tackle crime and disorder. Local authorities use specific community partnerships to help reduce crime. Such communities may consist of police, private security sector and pub and club watch schemes. These initiatives can put security staff and police on the same page.

Local authorities - Provide security services at various buildings owned or managed by the local councils, and also help gather statically data.

Other associations - A trade association for the professional security industry in the UK. A membership body for individuals and companies working in security and associated roles.

Who are the SIA?

The Security Industry Authority (SIA), which was created under the Private Security Industry Act 2001, is an independent organization responsible for effectively regulating the private security industry across the United Kingdom in order to reduce criminality, raise standards and recognize quality service.

The SIA license was created to regulate the security industry and improve its image. It covers physical, manned security roles as well as CCTV surveillance. Licensing ensures that private security operatives are properly trained and qualified to do their jobs.

What Is The SIA’s Mission?

The Security Industry Authority’s mission is the effective, fair and efficient regulation of the private security industry by reducing criminality, raising standards and recognising quality service.

The SIA achieve this mission by enforcing the compulsory licensing of individuals and voluntary licensing of companies.

What Is The SIA’s Code of Behaviour?

Successful private security operatives are capable of doing a difficult and demanding job. They have integrity, manage change, and deal with problems effectively. They are aware of their own behaviour and how it can determine the outcome of events. They are achievers, able to work on their own to achieve their objectives. With the right attitude and commitment, a career in the security industry can be a satisfying and rewarding experience.

Personal Appearance - Wear smart and presentable clothing while wearing the SIA licence on the outside of clothing and ensuring that the photographic side is displayed (except when working as a store detective or CP).

Professional skills and attitude - Greet customers in a friendly and courteous manner. Act fairly and reasonably without any discrimination. Perform duties in a courteous and professional manner.

Display personal integrity and understanding. Use clear and clean language. Remain fit for job at all times whilst on duty. Develop knowledge of local services, amenities and other helpful information that may assist them and customers.

General Conduct – Not abusing your position of trust by accepting bribes. Not giving preferential treatment to certain customers. Not allowing your licence to be used by another. Not being under the influence while on duty. Not Possessing threatening items and using defamatory or abusive language. Security Operatives should fully cooperate with members of authority such as police, SIA or local authority and other statutory agencies while reporting all incidents and always following assignment instructions.

Employer values and standards - Be proactive by contributing to the company objectives. Take active part in the company culture and always comply with the company policies and standards.

What Should The Qualities Of A Security Operative Be?

Private Security Operatives should be:

• • Courteous.
  • Alert.
  • Trustworthy.
  • Tactful.
  • Hospitable.
  • Co-operative.
  • Inquisite.
  • Honest.
  • Dedicated.
  • Diplomatic.
  • Effective.
  • Self-Discipline.
  • Fair.

What Is The Approved Contractor Scheme?

The approved contractor scheme is a voluntary scheme for companies seeking SIA approval. UK law requires the SIA to maintain the register of approved companies. This scheme is recognised by the police and members of the extended police family. The approved contractor scheme improves public confidence and promotes continuous professional development.

What Is Continues Professional Development?

Continuous Professional Development (CPD) is a continual process of improving the capability and realizing the potential of professionals in the workplace.

SIA Licensing and Enforcement

Licensing - “...ensures that private security operatives are fit and proper persons who are properly trained and qualified to do their job”

Getting Your Licence

• • Attend and pass training.
  • Apply to the SIA for licence.
  • Submit identity.

Pay licence fee.

• • £210.00 licence fee.
  • 50% discount for second licence.

Offences under the Act.

• • Summary Offences - Engaging in licensable conduct without a licence. Contravening licence conditions. Obstructing SIA officials or those with delegated authority. False statements to the SIA.
  • Indictable Offences - Employing un-licenced staff. Providing private security services when not approved to do so. Using unlicensed vehicle immobilisers.

Penalties in general

• • Summary Offences - Six months imprisonment and/or a fine of up to £5,000.
  • Indictable Offences - An unlimited fine and/or up to five years imprisonment.

Licensing Laws

Licensing Act 2003

The Licensing Act 2003 was created to establish a single integrated scheme for licensing premises, which will include the supply of alcohol, regulated entertainment and late-night refreshment.

The Act is underpinned by four licensing objectives.

Licensing Act 2003

Licensing Objective

• • The prevention of crime and disorder.
  • Public safety.
  • The prevention of public nuisance.
  • The protection of children from harm.

Changes under the Licensing Act 2003

The new Licensing Act 2003 has introduced major changes to the licensing laws in England and Wales:

• • Flexible opening hours, with the potential for up to 24 hours opening seven days a week.
  • A single License for Premises.
  • Personal Licenses required for people who supply alcohol.
  • Temporary Licenses for events.
  • All licenses managed by the Licensing Authority.

Licensable Activities

• • Currently there are four licensable activities.
  • Sale of alcohol by retail.
  • Supply of alcohol in club premises.
  • Late night refreshment.
  • Regulated entertainment.

Types of Licenses

Personal License.

• • Prerequisite.
  • Aged over 18 years.
  • Have recognised qualification.
  • Not forfeited License.
  • No conviction for certain offences.

Premises License.

• • Prerequisite.
  • Detail operating conditions.
  • Not time limited: Premise license applicants can choose days and the hours during which they want to open
  • Club premises certificates.

Rights And Duties

• • Licensing authorities have the power to suspend or revoke a license.
  • Police can close a premise if they anticipate excessive noise or disorderly behaviour.
  • The license holder may be liable for the actions of staff including door supervisors.
  • The Act clearly indicates that door supervisors will be liable to prosecution for breaches of the Act.

Refusing Entry

A door supervisor’s main task here is the correct selection of customers for the venue: keeping undesirables out. If door supervisors can control the point of entry effectively, it will help to ensure the swift and safe entry of decent customers and at the same time enhance the safety of the public and members of staff inside the premises.

Ejecting Customers

Door supervisor may ask customers to leave at any stage if they breach any:

• • Criminal Law
  • Licensing Law
  • House rules or conditions
  • If their behaviour become unacceptable

Offences relating to Drunk and Disorderly Behaviour

Section 143 of the Act creates offences committed by a member of the public who is drunk or disorderly. These are:

• • Fails to leave, when requested to do so by a Constable or any persons above, or
  • Who enters or attempts to enter while drunk or disorderly, when requested not to do so

Note: The request can be made by any person who works at the premises, whether paid or unpaid in a capacity which authorises him/her to make such a request.

Offences

• • Here are some of the offences under the Act that can be committed by staff and the public in relation to conduct on licensed premises.
  • Section 140 creates an offence of allowing disorderly conduct on licensed premises.
  • Section 141 is knowingly selling or allows sale of alcohol to a person who is drunk.
  • Section 142 is knowingly obtaining or attempting to obtain alcohol for a person who is drunk.
  • A person found drunk on any highway or other public place including licensed premises (Section 12 Licensing Act 1872).
  • A person who is guilty whilst drunk, in any public place, of disorderly behaviour (Section 91 Criminal Justice Act 1967).

What Can Door Supervisors Accept As ID?

Acceptable form of proof of Age in the UK are:

• • PASS Accredited Proof of Age Cards
  • Photo Driver License
  • Passport

Sale of Alcohol to Children

• • Section 146 makes it an offence for a person to sell alcohol to any individual under the age of 18.

Allowing the sale of Alcohol to children under 18

• • This applies to a person who works at the premises in a capacity, whether paid or unpaid, which authorises him to prevent the sale.

Consumption of Alcohol by Children

• • Section 150 makes it an offence for a child (a person under 18) knowingly to consume alcohol on relevant premises
  • It also makes it an offence knowingly to allow the consumption of alcohol by a child on relevant premises.

Power of Magistrate and Police over License Premises

• • Order to close premises in area experiencing disorder.
  • Closure order for identified premises.
  • Order to arrest a person commits an offence.
  • Gaming on licensed premises.
  • Poker.
  • A closure order lasts for maximum of 24 hours.

Gaming on licensed premises

• • Pubs and licensed premises can allow gaming in the form of dominoes and cribbage for small stakes. There is a general understanding in law that small stakes are no more than what a person might spend on a round of drinks.
  • Licensed premises are entitled to apply to extend the range of games under Section 6 of the Gaming Act 1968.

Poker

• • A limited number of low stakes, social poker may be played in licensed premises.
  • There is a stakes limit of £5 per person per day and £100 per premises per day. The maximum prize for a game of poker is also £100.

Searching

Searching Premises: Before the opening of any venue, door supervisors should carry out an effective search of the premises. The purpose of this search is to check that:

• • Fire and emergency doors are not blocked.
  • Windows and skylights are secure.
  • Public access points are clear.
  • Any security equipment, i.e. lighting, alarms, locks and bolts are in working order.
  • All areas are free from litter and there are no suspicious objects.

Type of Search

• • General: Search everyone entering the premises as a “Condition of Entry”.
  • Random: Search 1 in X number of people. Good deterrent but keep the number random.
  • Specific: Search on evidence gathered or for a particular reason. May be from search dog, CCTV, personal observation or a report from control room.

Personal Safety

• • Always use PPE (gloves, sticks).
  • Ask the customer to empty their own bag.
  • Never put your hands into bags / pockets.

By doing this we avoid:

• • Accusations of impropriety.
  • Accusations of “planting” evidence.
  • Injury through concealed “sharps”.

Refusals to Search

• • Everyone has the right to refuse a search.
  • You must have consent to the search.
  • You cannot use force or threats.
  • Refusal does not imply guilt.

If someone refuses

• • Ask for a reason.
  • Remind them of the agreement there is to conduct searches.
  • Refuse entry.

Searching People and their Property

• • It is best practise that only men search other men and only women search other women. Male door supervisors can search a female’s handbag with her consent.

Offensive Weapons

• • Definition - “…any article made or adapted for use for causing injury to a person, or intended by the person having it for such use…”

Bladed or Sharply pointed articles

• • Definition - “…an offence for a person to have with him any article which has a blade, or is sharply pointed, in a public place without good reason or lawful authority…”
  • The Offensive Weapons Act 1996 makes these indictable offences under Section 110 of SOCPA 2005.

Power of Arrest

• • The Offensive Weapons Act 1996 makes these offences indictable under Section 24(2) of the Police and Criminal Evidence Act (PACE) for both police officers and members of the public (as amended by the Serious Organised Crime and Police Act 2005).
  • Members of public, including door staff can arrest for an indictable offence.

What To Do When Items Are Found

Door supervisors are most likely to come across weapons as they search potential customers at the point of entry. Having safely seized the weapon, they must either arrest the suspect for possession of an offensive weapon (indictable offence), and detain him pending the arrival of the police, or may just retain the weapon and simply refuse entry to the suspect.

Firearms/CS gas

• • The police should be informed immediate.

Sulphuric Acid

• • The Police should be informed immediately.

Other Items

• • Patrons should be prevented from entering the venue.

Dealing with seized/found property

Upon finding/seizing any property, door staff should follow the venue policies.

The policies may include:

• • Reporting the matter to the DPS
  • Reporting to head door supervisor
  • Producing written reports
  • Making an arrest
  • Issuing a verbal warning

Conclusion

Door supervisors must use their powers of search at the point of entry to prevent weapons and other undesirable objects from being brought into the venue. Not only can the weapons be used to cause serious or fatal injuries to the venue’s patrons, but they may also be used against the door supervisors, who may be called to a disturbance or a fight. It is illegal for door supervisors themselves to use any form of weapons during the course of their duties.

Recording Incidents And Crime Scene Preservation

Reason for Records

• • To create a written and permanent record of an incident or of an observation made.
  • To advise others of an incident or observation.
  • To draw together facts which appear in separate documents or coincidental incidents.
  • To draw attention to, and ensure awareness of, existing circumstances which may require a decision to be taken.
  • To monitor levels of crime.
  • To record Health and Safety issues that may affect staff and public.

Types of Records

• • An individual pocketbook.
  • An incident log-book.
  • An incident report.
  • A formal (MG11) statement.

Type of Incidents and Calling the Police

The types of incidents that are recorded vary depending on the venue and it is up to individual door supervisors and their management as to what they decide to record. However, the types of incidents that may be recorded include the following:

• • General Incidents.
  • Incident require the Police to be called.
  • Incident where other Emergency Services are called (Ambulance or Fire).
  • Any customers refused entry at the door.
  • Any ejections from the premises - may need to call the police.
  • Any staff or customers injured during incidents – may need to call the police.
  • Any first aid rendered.
  • Details of any lost or found property.
  • Any complaints from customers.
  • Any disputes involving customers - may need to call the police.
  • Any calls to the emergency services.
  • Any visits by police, fire brigade or council officials.

Incident require the Police to be called

• • Any articles found and seized during searches.
  • Any use of force.
  • Any crime discovered such as burglary or assault.
  • Any suspect package discovered.
  • Any disorderly or violent customers.
  • Any descriptions of suspects.
  • Details of any arrests made on the premises.
  • Any other security-related matters.

Incidents where other Emergency Services are required (Ambulance or Fire)

• • Any fire related incidents.
  • Any medical emergencies.

Incident Book and Pocket Entries

• • Why use an incident log or pocketbook?
  • A pocketbook can be used in court, with permission, to refresh the memory of a witness.

Using Pocketbook

“I keep six honest serving-men (They taught me all I knew)

Their names were:

• • What
  • Why
  • When
  • How
  • Where
  • Who

A reminder of what you need to make a note of, is based on the first few lines of the Rudyard Kipling poem, “I Keep Six Honest Serving Men …”

Rules of Using Pocketbook

• • Each shift must be marked separately.
  • Entries should be made in pen at the time of the incident.
  • Corrections must be neatly ruled through and initialled.
  • Erased words must be legible.
  • Pages must not be torn out.
  • Always sign and date.
  • Should be regularly checked.

Actual Entries

The Following list shows examples and is not a minimum and maximum to be entered:

• • Date, Place and time of duty.
  • Personal detail of offender – name, address, date of birth, phone number.
  • Detail of incidents.

Statements

A statement is a written account of what evidence a witness can give about an incident.

Statements are taken for the following reasons:

• • To allow police officers to collate and evaluate evidence during investigations.
  • To record witnesses’ evidence as soon as practicable after an incident.
  • To allow Crown Prosecution lawyers to review evidence and to make prosecution decisions.
  • For disclosure to defence lawyers prior to court appearances.
  • To submit as evidence (when not contested) in court to save the attendance of a witness.
  • To refresh a witness’s memory prior to actually giving evidence in court.

Use of Force Statement

• • Time, Date, place and type
  • Whether there are witnesses
  • What you saw and heard
  • Detail of person/people
  • What you said, thought and felt
  • What the person said and did
  • Why force was used
  • How much force was used?
  • What resistance and restrained
  • Details of injuries sustained
  • Details of police officers

Type of Evidence

• • Primary – Original Items used in the Crime.
  • Secondary – Copies of primary evidence.
  • Direct – Something you see, Hear or Experience yourself.
  • Circumstantial – Facts that tend to point to a conclusion.
  • Opinion – Experts in court i.e. Doctor, Scientist etc.
  • Hearsay – Generally unreliable and usually inadmissible in court.

Forensic Evidence

• • Fingerprints.
  • DNA.
  • Blood.
  • Firearm (bullets, cartridges can be used as evidence).

Preservation of Evidence

• • Act calmly and think how he/she should approach this task in a rational manner.
  • Inform a supervisor or colleague.
  • Use his/her local knowledge to identify what has been disturbed, removed or indeed, left behind.
  • Restrict and control access until the police have completed their investigation.
  • Do not enter buildings or rooms, unless it is essential to do so.
  • Do not touch or disturb anything at the scene.
  • Do not put him/herself at risk by lack of caution or consideration.

Principal of Crime Scene Preservation

Preventing evidence from being contaminated

• • For example, adding footprints to a scene, or leaving any other items at the scene which were not there at the time.

Preventing evidence from being destroyed

• • For example, smudging fingerprints, or walking on footprints in blood.

Preventing evidence from being moved

• • For example, glasses being moved, or furniture being re-arranged.

What is an emergency?

An emergency is “An unforeseen or sudden event, sufficiently dangerous as to demand immediate action”.

Emergencies include:

• • Bomb threats.
  • Suspicious items.
  • Flooding.
  • CS gas discharge.
  • Power failure/utility loss.
  • Gas leaks.
  • Public order offences.
  • Legal Action.

Emergencies – Pepper spray

• • In emergencies involving the release of pepper spray or CS spray, fresh air is the best treatment for anyone affected by the gas or spray.
  • People affected should not use water to rinse their eyes as this can make it worse.

Emergencies – Serious crimes

• • Serious crimes that occur inside the venue may make it necessary to identify witnesses or the culprit who may still be inside.
  • Door supervisors need to be aware of the emergency procedures and be prepared to deal with the unexpected.

Fire risk assessments and evacuation plans

• • A legal requirement to have a Fire Risk Assessment in place.
  • Regulatory Reform (Fire Safety) Order 2005 requires the responsible person to undertake fire risk assessment if employed five or more people.

Emergency Procedures

• • Most premises will have an emergency plan which will set out staff roles and responsibilities in an emergency and will give clear procedures
  • In order to deal effectively with an emergency, door supervisors must ensure that they prevent overcrowding.
  • Overcrowding results in creation of serious risks
  • The fire authority may visit a venue and if they find that there is a serious risk, they can issue a notice that will prevent the premises being used.

Business Continuity Plan

The Business Continuity Plan (BCP) is an essential part of any organisation's response planning. It sets out how the business will operate following an incident and how it expects to return to 'business as usual' in the quickest possible time afterwards.

Terrorism

Terrorism is the use or threat of action involving serious violence against people, serious damage to property, serious risk to the health or safety of the public, serious interference with or serious disruption of an electronic system.

Counter Terrorism

Terrorism may take many forms and can create threats to people, property and major disruption. A terrorist attack can take place anywhere so it is important that door supervisors remain alert at all times.

Ensuring a visible presence of vigilant security staff, and regularly patrolling the venue, will act as a deterrent and will also assist in reducing the opportunity for hostile reconnaissance to be carried out, and for explosive or incendiary devices to be left undiscovered. However, such measures must not compromise the safety of customers and staff.

Try to answer these six basic questions in relation to any observed unusual or suspicious activity:

• • Who? – Describe who you saw, e.g. gender, age, race, height, weight, hair colour, distinguishing features e.g. scars or tattoos, clothing, any weapons.
  • What? – Give a specific description of what you saw.
  • Where? – Describe exactly where the person/people were, and direction of travel.
  • When? – Describe exactly when and for how long you saw what you did.
  • How? – Describe how the person/people behaved and how they travelled. In describing a vehicle, try to remember the number plate details (most important), the make and model, the colour, and any damage or noticeable features (e.g. headlight out, logos, antennae, etc).
  • Why? – Explain why you were suspicious of their behaviour.

National Counter Terrorism Security Office (NaCTSO)

• • The National Counter Terrorism Security Office (NaCTSO) is a police unit that supports the 'protect and prepare' strands of the government’s counter terrorism strategy.
  • NaCTSO supports a network of about 190 counter terrorism security advisors (CTSAs) who work within local police forces as officers and staff. Their primary role is to provide help, advice and guidance on all aspects of counter terrorism protective security to specified industry sectors.

What to do when a terrorist attack happens

• • Call emergency services.

What should you tell the operator?

• • Which service you require.
  • The telephone number you are calling from (in case you are cut off or for a call back).
  • Your exact location (address and postcode).
  • Type of incident.
  • Number of casualties.
  • Extent of the injuries.
  • Any other dangers or hazards.

Evacuation

• • Understand evacuation sirens/alarms.
  • You will stand out with hi-visibility clothing or uniform. Be prepared to give instructions.
  • Keep calm (your actions may panic public and/or workers).
  • Be authoritative and professional, but don’t bully people.
  • Fully understand the assignment instructions.
  • Know the evacuation routes and muster points (some organizations will have separate muster points for fire and bomb evacuations).

Do’s

• • Be vigilant
  • Use your senses when on duty, looking for signs of anything unusual, smelling different odours
  • Assist the emergency services, as requested
  • Be attentive to threatening phone calls
  • Look after your own safety

Don’t

• • Try to deal with situations on your own
  • Forget to keep Control informed
  • Forget to take notes for reporting purposes
  • Touch anything suspicious

How To Communicate To Customers

Security operatives come into contact with the customers and colleagues on a regular basis therefore effective communication is vital. The element of the communication process includes the following:

• • Sender - Encodes the message.
  • Message - The Information itself.
  • Receiver - Decodes the message.

The different types of communication include the following:

• • Verbal - A medium for communication that entails talking using the spoken words, and tone such as talking face-to-face, on a telephone, or as a speech.
  • Non-verbal - Non-verbal communication is the process of communication through sending and receiving wordless (mostly visual) cues between people.
  • Written - Written communication can include reports, letters, emails and texts.

What are the common barriers to communications?

Blocks are anything that causes communication to break down or become difficult. Examples of blocks can include the following:

• • Noise and physical distractions.
  • Alcohol and drugs.
  • Different cultures.
  • Mental illness.

What Are The Principals Of Customer Care?

Beginning - Make a good Impression while showing that you are ready to assist and are willing to help.

Middle - Find out customer needs while getting all the information that the customer may need, followed by a satisfactory conclusion.

End - It is very important to leave the customer with a good impression of yourself and the company that you are working for or represent.

Remember the customers are all individuals that may have different needs and expectations and may be from different cohorts (cultures, religions, ages etc). Ultimately, humans are often nothing but the products of their experiences.

The different types of customer

Internal - Your Employer. Your Colleagues. Your contractual employer. Your contractual employer’s employee.

External – Visitors. Delivery personnel. Police/emergency services. Neighbours. Telephone Callers.

What does good customer service look like?

• • Being professional with every customer.
  • Surprising yourself with how much you can do.
  • Concerning yourself with your customers’ needs.
  • Looking after customers as you would wish to be looked after yourself.
  • Discovering new ways to assist those you serve.

What does bad customer service look like?

• • Poor communication skills.
  • Lack of commitment and confidence.
  • Not listening and giving feedback to the customer.
  • Lack of training

How to maintain good customer service

• • Be professional
  • Use the customer’s name
  • Say please and thank you when asking customers for information
  • Make eye contact when you greet the customer
  • Explain your reasons when you have to say no to a customer’s request
  • Be approachable, show your interest in the customers’ needs
  • Take pride in your work and environment
  • Let them know what their options are
  • Do not criticise your colleagues and company
  • Smile, it doesn’t cost anything

The Three Types of Behaviours

Behaviour can be modified through training, thought and consideration of others. There are 3 types of behaviours:

Assertive Behaviour - State clearly what you want, feel and think. Acknowledge other people’s viewpoints. Be self-empowered. Be firm but fair. Be constructive. Be relaxed. Use clear speech. Be polite, positive and professional.

Aggressive Behaviour - Shouting. Finger-wagging. Glaring. Threatening. Using sarcasm. Giving orders. Interrupting. Blaming others. Putting others down. Making assumptions. Stating opinions as facts.

Passive Behaviour - Not making eye contact. Apologising a lot. Putting yourself down. Rambling speech. Backing down. Agreeing to anything. Having a quiet strained voice. Fidgeting. Always smiling.

Legislation Awareness

What does the law say?

“Security operatives play an increasing role in the fight against crime. Therefore, it is important to gain a basic knowledge of the law.”

Laws are important instruments to ensure that citizens comply with rules and regulations that are created by the state.

Laws are objective and allow/prohibit practices in a society, and in an event of breach allows the courts to deliver judgments.

There are two main types of law in the UK:

Criminal Law

Criminal law is the body of law that relates to crime. It regulates social conduct and prescribes whatever is:

• • Threatening.
  • Harmful.
  • otherwise endangering.
  • Property.
  • Health.
  • Safety.
  • Moral welfare of people.

It includes the punishment of people who violate these laws.

Criminal Law (Examples)

• • Assault.
  • Murder.
  • Kidnap.
  • Rape.
  • Sexual Assault.
  • Weapons.
  • Firearms.
  • Drugs.
  • Fraud.

Because of the severity of some of these offences, security operatives and other members of the public have powers of arrest.

Civil law

Civil law governs our daily lives. Civil law is a branch of the law. In common law countries such as England and Wales, civil law usually means non-criminal law. This body of law relates to civil wrongs as opposed to moral wrongs.

Civil Law (Examples)

• • Employment.
  • Family.
  • Property.
  • Trespass.
  • Slander.
  • Libel.

Other Laws

Criminal Law: A branch of law dealing with offences against society. Door Supervisors can (in certain circumstances) arrest or use force against someone who has committed a criminal offence.

Common Law: The law of the UK which has been created over the centuries by judicial decisions as opposed to Statute Law.

Statute Law: Created by an Act of Parliament. Sometimes this has meant the creation of an offence where none previously existed – Possession of Offensive Weapons (1956) or possession of lock knives or blades without lawful excuse (1988)

Civil Law

A branch of law regulating relationships between private citizens. For example:

• • Libel.
  • Slander.
  • Divorce.

Trespass …is committed by a person who is improperly on someone else’s property without their consent. For example: When the open invitation to a licensed premise is withdrawn and the customer refuses to leave, he or she becomes a ‘trespasser’.

The Scott Sheard Case Study

Brief Facts

Scott Sheard and the Doorman Stuart Humphreys ended up in altercation outside the venue in October 2009. Stuart Humphreys punched Scott Sheard who collapsed. Scott Sheard was treated in hospital for brain injuries and was then moved to fulltime care. Scott Sheard died in January 2012.

Brief Facts

The punch had no justification. The punch caused (fatal) injury before Scott Sheard hit the ground.

Defendant’s case

There was no punch – it was a slap. The slap was a self-defence anticipating assault.

The Judgment

Justice Dove said he believed Mr Sheard was knocked unconscious by the punch and this meant he was “unable to save himself” when he hit the ground.

He said: “That was an extremely serious blow. You struck him hard and the jury found you struck him for no good reason.”

The judge said it was aggravated by the fact he was there as a doorman to ensure the safety of young people visiting the club and to act in the best interests of their parents.

Reasonable and necessary Force

• • Only use force when absolutely necessary.
  • Only use the minimum amount of force.
  • Never use weapons.
  • Ensure you can justify your actions.

Type of Assault

Common Assault - A person intentionally or recklessly applies unlawful force to another. For example: Spitting, pushing, slapping and poking.

Actual Bodily Harm - ABH is an indictable offence. Examples of injuries include: Broken or lost teeth, losing consciousness, multiple bruising, minor cuts and minor fractures.

Grievous Bodily Harm - GBH is an indictable offence. Examples of injuries include: Putting someone into a coma, visible disfigurement, broken or displaced limbs or bones, substantial blood loss, and any injury resulting in lengthy incapacity.

Grievous Body Harm with Intent - GBH with intent is an indictable offence. Examples of injuries include: Injuries under this section are the same as in section 20 GBH but there must be a specific intent to cause the injuries or to resist the arrest, and because of this intent the maximum prison sentence is up to life imprisonment.

Homicide

Murder - Where a sane person causes the death of another person either by intending to kill or by intending to cause grievous body harm.

Manslaughter: - Where a person is killed unintentionally or the killer had diminished responsibility, or experienced loss of control at the time of killing, or was a survivor of a suicide pact.

Other Criminal Offences

Theft - Theft is an indictable offence. Theft is 'The dishonest appropriation of property belonging to another with the intention of permanently depriving the owner of it. IE: Taking something belonging to someone else with no intention of giving it back.

Burglary: - Burglary is an indictable offence. The offence of Burglary is committed by: Any person entering a building or part thereof as a trespasser with intent to steal, commit criminal damage, or inflict grievous bodily harm on any person therein.

Aggravated Burglary - Aggravated Burglary is an indictable offence. Aggravated burglary is committed when a person commits burglary and at the time has with them any firearm, imitation firearm, weapon of offence or any explosive.

Robbery: - Robbery is an indictable offence. Stealing using force, or putting any person in fear of being subjected to force either immediately before stealing or at the time of doing so.

Criminal Damage - Criminal Damage is an either-way offence. Criminal damage occurs when a person without lawful excuse destroys or damages property belonging to another, intending to damage or destroy such property, or is reckless as to whether such property would be destroyed or damaged.

Obtaining Property by Deception: - It is an either-way offence. It is an offence for any person, by deception, to dishonestly obtain property belonging to another, with the intention of permanently depriving the other of it.

Obtaining Services by Deception - It is an either-way offence. It is an offence for any person, by deception, to obtain services from another. Deceptions are either-way offences.

Criminal Damage with Intent to Endanger Life: - It is an either-way offence. Criminal damage endangering life involves the person damaging or destroying his own or another’s property, with the intention of endangering the life of another, or being reckless as to whether the life of another was endangered by his actions. Making a threat to cause criminal damage, or criminal damage endangering life, is also an offence.

Offensive Weapons / Bladed and Sharply Pointed Articles - Both are either-way offences. It is an offence for any person without lawful authority or reasonable excuse, proof whereof shall lie on him, to have with him in any public place an offensive weapon. It is an offence for a person to have with him any article which has a blade, or is sharply pointed, in a public place without good reason or lawful authority. (This includes a folding pocket knife if the cutting edge of the blade exceeds 3”/7.62cm).

When the Law is Broken

Trespass

The door supervisor may:

• • Invite the person to leave the premises.
  • Physically remove the trespasser from the premises if they refuse or resist.
  • Use ‘only such force as is reasonable in the circumstances’ to remove the trespasser from the premises.
  • Call the police to help remove any trespasser from licensed premises and the police have to assist.

Other offences

The door supervisor may:

• • Inform the person that they suspect them of an offence.
  • Confiscate suspicious items e.g. drugs, etc.
  • Physically remove the suspect from the premises.
  • Use ‘only such force as is reasonable in the circumstances’ to remove the suspect.
  • Call the police.
  • Maintain continual observation of the suspect (until the police arrive).
  • Arrest the suspect as a last resort (see Arrest module).

Arrest Procedures

Arrest - An arrest is: ‘…the taking or restraint of a person from his liberty in order that he shall be forthcoming to answer an alleged crime or offence.’

Arrest: A Last Resort

Following the guidelines in this module for effecting a lawful arrest will ensure that the door supervisor’s actions:

• • Keep within the constraints of the law.
  • Help towards any subsequent criminal prosecutions.
  • A serious offence has been committed.
  • They are able to arrest in law, and there is no other option available to them.

Limitation of Arrest

• • It is important to remember that door supervisors are not police officers, but still have an important role to play when it comes to upholding the law.
  • Door supervisors do not have any special powers because of the job they do, but they do have the same “common law” (see Civil and Criminal Law module) and some statutory powers of arrest as all other members of the public i.e. a citizen’s arrest.

Section 24A PACE Arrest without warrant: other persons

A person other than a Constable may arrest without a warrant:

• • Anyone who is in the act of committing an indictable offence.
  • Anyone whom he has reasonable grounds for suspecting to be committing an indictable offence.

Where an indictable offence has been committed, a person other than a Constable may arrest without a warrant:

• • Anyone who is guilty of the offence.
  • Anyone whom he has reasonable grounds for suspecting to be guilty of it.

But the power of summary arrest conferred by subsection (1) or (2) is exercisable only if:

• • The person making the arrest has reasonable grounds for believing that for any of the reasons mentioned in subsection (4) it is necessary to arrest the person in question.
  • It appears to the person making the arrest that it is not reasonably practicable for a constable to make it instead.

The reasons are to prevent the person in question:

• • Causing physical injury to himself or any other person.
  • Suffering physical injury
  • Causing loss of, or damage to, property.
  • Making off before a Constable can assume responsibility for him.

Remember: A door supervisor has only the same power of arrest as a member of the public and could be accused of unlawful arrest.

Circumstance In Which To Arrest

Involving the Police

• • There is time to wait for the police to arrive.
  • There is a risk of injury to door staff or others.
  • The number of offenders makes it necessary for assistance to be summoned.

When to Arrest

• • To prevent an offence being committed.
  • To prevent the continuance of an offence.
  • To prevent the renewal of an offence.
  • To detain someone for an indictable offence already committed.

Arrest Procedure

PACE Code of Practice Code G Note 3 states:

• • Any arrested person must be given: Sufficient information to enable them to understand they have been deprived of their liberty and the reason they have been arrested.

Arrest Procedure

The door supervisor should tell the person:

• • Who he/she is: “I am a member of the door team here…”?
  • That he/she is arresting them: “You are under arrest…”
  • The reason for the arrest: “…for being in possession of a controlled drug”
  • The grounds for the arrest: “I believe that this is a wrap of an illegal drug”
  • That the police will be called: “We are calling the police and you must wait here until they arrive.”

Use of Force

• • Criminal Law Act, 1967 (Section 3, Para 1)
  • Any person may use such force as is reasonable in the circumstances;
  • In the prevention of crime or in effecting or assisting in the lawful arrest of suspected offenders or persons unlawfully at large.

Following the Arrest

There is no need to ‘caution’ the suspect or to ‘read them their rights’, nor should door staff question the suspect about the offence. This should be left to the police, who will attend and take over the investigation.

• • The door supervisor is now responsible for the person’s general safety.
  • The individual must be continually observed.
  • The police must be called immediately.

Classification of Offences

Summary Offences.

These are minor offences which are tried in a Magistrates Court where the defendant is ordered to attend by a summons for matters such as Motoring Offences, Drunkenness, Common Assault and Prostitution.

Indictable Offences.

These involve more serious crimes. These are Kidnapping, Murder & Rape. A trial is held on indictment before a Crown Court Judge & Jury.

You CAN arrest someone for committing an Indictable Offence

Either-Way Offences.

Not all offences are Summary or Indictable. These are offences that can be tried either way such as Theft & Burglary. In certain cases, the defendant can opt for trial by Jury. There are over 700 offences of this nature.

You CAN arrest someone for committing an Either-Way Offence.

Breach of Peace

“any disorder or disruption to the peace in public or in private that results in violence, the threat of violence or provokes violence from another” is called breach of Peace.

Offences relating to Drunk and Disorderly Behaviour.

“any person who in any public place is guilty, while drunk, of disorderly behaviour, commits an offence”.

This offence is indictable only by the police.

Suspect Running Off

In the event of a suspect running away from the scene of a crime, a full description should be taken if possible. The Door Supervisor should make notes of such details as:

• • Height.
  • Male or Female.
  • Approximately Weight.
  • General Appearance.
  • Build.
  • Any distinguishing features or clothing.
  • Hair Colour.
  • Direction of Travel.
  • Clothing.

Sexual Offences

• • Rape.
  • Assault by penetration.
  • Sexual Assault.
  • Procuring a person by Threats.
  • Procuring a person by False Pretences.
  • Administering Drugs to Obtain or Facilitate Intercourse.
  • Indecent Assault.

Security Action in Rape Allegations

Corroborative evidence of a recent complaint is very important in allegations of rape, as is the condition and state of mind of the complainant. If a person makes a complaint of rape to a member of the door staff, they should make a careful note of the time they made the allegation, the words they used, their demeanour, state of clothing and injuries.

There should be no delay in reporting the complaint to the Police and the scene of the alleged crime should be protected so as to preserve evidence. The clothing of the complainant and any suspect who is detained should also be preserved as evidence, and neither party should be allowed to “clean up” or visit the lavatory unless absolutely essential.

The Human Rights Act

The European convention on Human Rights was drafted after the end of WWII. In the UK we signed up to it in 1950s, and it is now fully incorporated in our domestic system through Human Rights Act 1998.

Essentially, we are all entitled to the basic rights and freedoms.

Security operatives have human rights but the nature of our job and the expectations associated with it requires us to take extra care to ensure that our customers’ human rights are not violated.

The rights and freedoms

• • Article 2 | Right to life
  • Article 3 | Prohibition of torture and inhumane treatment
  • Article 4 | Prohibition of slavery and forced labour
  • Article 5 | Right to liberty and security of the person
  • Article 6 | Right to a fair trial
  • Article 7 | No punishment without law
  • Article 8 | Right to private and family life
  • Article 9 | Right to freedom of thought, conscience and religion
  • Article 10 | Right to freedom of expression
  • Article 11 | Right to freedom of assembly and association
  • Article 12 | Right to marriage
  • Article 14 | Prohibition of discrimination

A Human Rights Act Case Study

Steven, a door supervisor, was working in ABC nightclub where he faced following situation:

• • He refused entry to a customer who he believed was a known drug dealer.
  • Steven said to the customer “We don’t allow species like you to enter. You are a filth who should be behind the bars as opposed to be served at bars.”
  • The customer was surprised at Steven’s outrage. He tried to claim his innocence but Steven stopped him abruptly and said “Just shut up and walk away. Go back to your junky family.”

How many human rights are potentially violated on this case study?

• • Article 3 | Prohibition of torture and inhumane treatment
  • Article 8 | Right to private and family life
  • Article 10 | Right to freedom of expression
  • Article 14 | Prohibition of discrimination

The Data Protection Act of 1998

An Act to make new provision for the regulation of the processing of information relating to individuals, including the obtaining, holding, use or disclosure of such information.

‘The Data Protection Act controls how your personal information is used by organisations, businesses or the government.’

All those who are responsible for using data must follow strict rules called data protection principles.

Principal of Data Protection

• • Processed fairly and lawfully.
  • Obtained for specified and lawful purposes.
  • Adequate, relevant and not excessive.
  • Accurate and up to date.
  • Processed in accordance with the “data subject’s” (the individual’s) rights.
  • Securely kept.
  • Not transferred to any other country without adequate protection in.

Controlling data definitions

Data subject - Means an individual who is the subject of personal data

Data controller - Means a person who (either alone or jointly or in common with other persons) determines the purposes for which and the manner in which any personal data are, or are to be, processed.

Data processor - In relation to personal data, means any person (other than an employee of the data controller) who processes the data on behalf of the data controller.

What is prejudice?

Prejudice is (usually hostile) prejudgment, or forming an opinion before becoming aware of the relevant facts of a case.

A widely held but fixed and oversimplified image or idea of a particular type of person or thing because of their association with a particular group.

Security operatives rely on the public for support and confidence.

Prejudices and stereotyping must not be used to discriminate.

It is important to remain impartial and reasonable at all times.

The Equality Act 2010

This Act brings together several separate pieces of legislation and repeals the following:

• • Equal Pay Act 1970
  • Sex Discrimination Act 1975
  • Race Relation Act 1976
  • Sex Discrimination Act 1986
  • Employment Act 1989
  • Disability Discrimination Act 1995

The following Acts have also been revoked by the Equality Act 2010:

• • Employment Equality (Age) Regulations 2006 – The whole Regulations (other than Schedules 6 and 8)
  • Employment Equality (Religion or Belief) Regulations 2003
  • Eliminate unlawful discrimination and harassment
  • Eliminate unlawful discrimination and harassment

What Are Protected Characteristics?

Do not discriminate, directly or indirectly on the grounds of:

• • Colour
  • Sexual orientation
  • Race
  • Religion
  • Ethnicity
  • Disability
  • Country of origin
  • Sex
  • Age

Key Definitions

Discrimination - Where a person is treated less favourably than another because of a protected characteristic.

Associative Discrimination - Direct discrimination against someone because they associate with another person who possesses a protected characteristic.

Example: - Bill is a shift supervisor and is looking forward to a promotion that was discussed with the regional manager last month. However, after Bill tells his boss that his wife has had a stroke, the promotion is withdrawn. This could be discrimination against Bill because of his association with a disabled person.

Indirect Discrimination - This means applying the same conditions to everyone but where the proportion of a certain protected group who can comply with the condition is smaller.

Indirect Discrimination - This means applying the same conditions to everyone but where the proportion of a certain protected group who can comply with the condition is smaller.

Example: - An employer insisting that all employees work ‘normal office hours’ which would discriminate against women, as more women are the primary child carers. Proportionately, the percentage of women able to comply with the condition would be less and so this would be a case of indirect discrimination.

Harassment - Harassment is “unwanted conduct related to a relevant protected characteristic, which has the purpose or effect of violating an individual’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for that individual.” Employees will now be able to complain of behaviour that they find offensive even if it is not directed at them.

Example: - Tom is in the staff canteen and overhears a conversation about plastic surgery. The conversation leads onto talking about surgery on a particular part of the body. Tom finds this conversation offensive and has a right to make a complaint, even though the conversation is not directed towards him.

Victimisation - A person is victimised or in some way treated unfavourably because they are in involved in proceedings under the Equality Act 2010. For example: they may have logged a complaint or may be a witness in such a case.

Vicarious Liability - Vicarious liability refers to a situation where someone is held responsible for the actions or omissions of another person. In a workplace context, an employer can be liable for the acts or omissions of its employees, provided it can be shown that they took place in the course of their employment.

ABC Nightclub features a formal policy of not allowing Liverpool United football club supporters. Another provision on the policy also stipulates that customers with short hair allowed only.

A Protected Characteristics Case Study

Steven, the door supervisor, denied Luke (a Liverpudlian, who also had plastic surgery done to repair his left ear) an entry because of his association with the club. He also denied entry to Stacey who was with Luke. Upon enquiring as to why she is denied the entry, Vincent (another door supervisor) laughed loudly and said “For all I care, this chap’s condition might be contagious.”

After turning away Luke, Steven and Vicky (another door supervisor) started to laugh about Luke’s apparent plastic surgery. Harris overheard that conversation and found it offensive due to his own plastic surgery.

Gender Equality

Produce and publish an equality scheme stating their gender equality targets and how they plan to meet them. Gender Equality Schemes will need to be reviewed at least every three years.

Monitor and review their progress against their targets. Devise, publish and regularly review an equal pay policy stating how they plan to deal with promotion, development and career segregation.

Carry out and publish gender impact assessments of all legislation and major changes in policy and procedure and publish findings.

Option Available when Law is Broken:

• • The best course of action is to call the police in sufficient time to carry out an arrest.
  • A citizen’s arrest should only be carried out if there is no alternative option available.
  • In the event of a suspect running away from the scene of a crime, a full description should be taken if possible. Such as Height, Approximate Weight, Build, Hair Colour Etc.

Health & Safety

According to Health and Safety Executive (HSE) figures:

• • Over 200 people a year lose their lives at work in Britain.
  • 150,000 non-fatal injuries are also reported.
  • An estimated 2 million people suffer from ill health caused or made worse by work.
  • Injuries at work cost employers a reported £500 million each year.

The Health and Safety at Work Act 1974

An enabling act that which allows for the overriding of previous Acts and makes provision for additional Acts and Regulations.

The purpose of the Health and Safety at Work Act 1974 is to provide the legislative framework to promote, stimulate and encourage high standards of occupational health and safety within the workplace.

Who is covered by the Act?

• • Casual employees (including part-time) and trainees.
  • Employers, self-employed and employees.
  • Sub-contractors.
  • Anyone who uses the workplace (premises).
  • Visitors/customers (paying or otherwise) to the workplace (premises).
  • Suppliers.
  • Those who control premises.
  • Those affected by the work.
  • Users of the end product.
  • Anyone who uses the professional services of the company.
  • Anyone on the premises unlawfully.

Responsibilities of Employers

Under the Act, Employers must provide:

• • A safe workplace and safe systems of work
  • Safe access and egress
  • Training for employees
  • A written safety policy
  • Safe machinery, plant and equipment.

Consultation with employees

• • The introduction of new equipment or new systems of work.
  • Arrangements for getting competent people to help them comply with health and safety laws.
  • Risks and dangers arising from work, measures to reduce or get rid of these risks and what employees should do if they are exposed to a risk.
  • The planning and organisation of health and safety training.
  • The health and safety consequences of introducing new technology.

Responsibilities of Employees

Under the act, employees must:

• • Look after the health, safety and welfare of themselves and others.
  • Co-operate with their employer, follow rules and procedures.
  • All employees must follow the rules and procedures in place.

Responsibilities of Self-Employed

• • Under the Act, the Self-Employed are under the same obligations as the employed.
  • They must also follow the rules & procedures in place.
  • Take reasonable care of their own health & safety.
  • Ensure that their acts or omissions do not adversely affect the health & safety of others.
  • Follow health & safety policies provided by the employer.
  • Practice safe working habits and obey all safety rules.
  • Be aware of emergency procedures and ensure they’re followed.
  • Use protective equipment and clothing properly, reporting any damage found.

Summary of a security operatives’ responsibilities

• • Take reasonable care of their own health & safety.
  • Ensure that their acts or omissions do not adversely affect the health & safety of others.
  • Follow health & safety policies provided by the employer.
  • Practice safe working habits and obey all safety rules.
  • Be aware of emergency procedures and ensure they’re followed.
  • Use protective equipment and clothing properly, reporting any damage found.

Summary of a security operatives’ responsibilities

• • Every employer is required, by law, to:
  • Ensure that work equipment is fit for the purpose.
  • Equipment provided is maintained and inspected on a regular basis.
  • The health and safety of the person(s) using the equipment is not adversely affected by doing so.

Duty of Care

Common Law - The notion of Duty of Care is derived from the Common Law.

Penalties - Company owners, directors, managers and employees can receive penalties of up to two years imprisonment and/or unlimited fines for serious breaching the H&S laws

Hazards and Risks

Definitions:

Hazard - Anything that has the potential to cause harm.

Risk - The chance, great or small, that harm could happen in certain circumstances.

Typical hazards

It would be impossible to list every type of hazard in any establishment.

However, some typical hazards are:

• • Locked fire exit doors.
  • Poorly-stacked materials.
  • Improper storage of dangerous liquids.
  • Blocked access/egress passages or doors.
  • Inadequate lighting.
  • Roof working.
  • Hot work.

Risk Assessments

Risk Assessments involve:

• • Identifying the hazards.
  • Quantifying the risks.
  • Evaluating the control required.
  • Recording and monitoring.
  • Informing and training.

After a Risk Assessment, action must be taken to either:

• • Eliminate the risk.
  • Adapt/accept/reduce the risk.
  • Provide protection from the risk.

Precautions against HIV, Hepatitis and other Infectious Diseases

• • Infection is passed through the transfer of body fluids, which may occur when:
  • Searching an infected person (blood, urine, vomit).
  • By coming into contact with dirty needles (infected blood).
  • By coming into contact with blood or other body fluids during an arrest.
  • Whilst administering first aid (bleeding injuries).
  • Making an arrest.

Lone Workers

Lone workers are those who work by themselves without close or direct supervision.

To protect the lone workers, the employers should consider following questions:

• • Does the workplace present a special risk to the lone worker?
  • Can the risks of the job be adequately controlled by one person?
  • Is there a safe way in and out for one person?
  • Is there a risk of violence?
  • Are women especially at risk if they work alone?
  • Are young workers especially at risk if they work alone?
  • Is the person medically fit and suitable to work alone?

Spillage Procedures

Never take chances with hazardous chemicals. In the event of a spillage or leak avoid physical contact with the liquid and, if necessary, evacuate the area or premises. It is essential that private security operatives make themselves fully aware of the establishment’s evacuation procedures and the role that they will take.

Cost of Accidents

• • Pain, Suffering and distress to the victim and family.
  • Distress to colleagues.
  • Loss of output.
  • Damage to plant, materials.
  • Cleaning up after the accident.
  • Extra overtime.
  • Recruiting/hiring a replacement worker.
  • Investigating cause and preventing repeats.
  • Changes in insurance premiums.
  • Legal costs/fines.
  • Loss of goodwill from workforce and customers.

Violence towards staff

• • Any abuse, threats and assaults can lead to:
  • Low Morale.
  • Difficulties in employing new staff.
  • Absenteeism.
  • Anxiety.
  • Stress.
  • Pain.
  • Suffering.
  • Disabilities.
  • Death.

Manual Handling Operations Regulations 1992

Manual handling is any transporting or supporting of a load, including lifting, putting down, pushing, pulling, carrying or moving of a load. This can also include first aid casualties, drunk customers, physically ejecting people from premises and sites.

Unsafe manual handling practices can lead to:

• • Hernias.
  • Damage to muscles.
  • Spinal/split disc injuries.
  • Torn ligaments and tendons.
  • Fractures.
  • Nerves.

Manual Handling Operations Regulations 1992

Before lifting consider:

• • If the object has to be moved.
  • The weight of the object.
  • The stability of the object.
  • Centre of gravity.
  • Ease of grip.
  • Size of handholds.
  • Surface texture.
  • Do I need PPE clothing?
  • Could most people perform this task?
  • Is the box secure?

What is RIDDOR?

The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013, often known by the acronym RIDDOR, is a 2013 statutory instrument of the Parliament of the United Kingdom. It regulates the statutory obligation to report deaths, injuries, diseases and "dangerous occurrences", including near misses, that take place at work or in connection with work.

• • Reporting of
  • Injuries
  • Diseases
  • Dangerous
  • Occurrences
  • Regulations 1995.

Reporting of accidents and ill health at work is a legal requirement

Who should report an incident?

• • Employers
  • Self Employed People
  • People in control of premises

Smoke

Premises must ensure that:

• • Reasonable measures are taken to ensure that staff, visitors and customers are aware of the new law and that they do not smoke within enclosed spaces on the premises (including vehicles).
  • No smoking notices are displayed which are clearly visible to all who enter the premises.

Signs display the international “No Smoking” symbol.

Penalties for Infringement:

• • Individuals who smoke in no-smoking premises will be liable to a fixed penalty of £50 (£30 if paid within 15 days).
  • Premises can be fined £200 if they do not take action to prevent smoking on or inside the premises, or if they do not provide sufficient no smoking signs.
  • Refusal or failure to pay may result in prosecution and a fine up to £2,500.

Anti-Smoking signs – Wales

• • Be of minimum size of 160mm by 230mm.
  • Contain a graphic of burning cigarette enclosed in a red circle at least 85mm in diameter.

Electronic Cigarettes

• • Companies are entitled to make policies for their premises.
  • Banunder-18 e-cigarette to be introduced.
  • Wales is likely to introduce a ban on e-cigarettes in public places.

Corporate Manslaughter and Corporate Homicide Act 2007

As of 6th April 2008, government bodies, organisations and companies will be liable for prosecution under the Corporate manslaughter and Corporate Homicide Act 2007 and will face large fines if they are found to have caused death due to gross health and safety failings.

Typical hazards

As a security operative you may need to use following equipment:

• • Hard hat.
  • Safety boots.
  • Torch.
  • Body cam.
  • Search wand.
  • Ear defenders.
  • Hi-visibility vest/jackets.
  • Waterproof clothing.
  • Gloves (needle resistant).
  • Eye protection.
  • Cold weather clothing.
  • Stab-resistant vest.

Fire Prevention

• • Assignment instructions contain all emergency procedures – they must be read and understood.
  • Location of emergency telephones and radios.
  • Fire hydrants and related equipment.
  • Contact numbers of key personnel.
  • Evacuation/muster points.
  • Readily available and up to date maps/plans of site.

What Are The Three Elements Of Fire?

• • Oxygen.
  • Fuel.
  • Source of heat.

The following should be in place in every working environment:

• • A fire-detection and warning system.
  • A way of fighting a small fire (1 extinguisher per 200 metre squared of floor space, at least 1 on each floor).
  • Safe exit routes from the premises.

Regulatory Reform (Fire Safety) Order 2005 – Applicable to England and Wales only

• • As of October 2006, fire certificates are no longer required and cease to have any legal status.
  • All companies with employees must carry out a fire risk assessment.
  • The local Fire Authority will enforce the order in most premises.
  • a “responsible person”, assisted by a ‘competent person’ to carry out a fire risk assessment to ensure the safety of all “relevant persons”.

Summary of terms

• • Responsible person – Usually the owner, employer or person in control of the workplace.
  • Relevant person – Anyone lawfully on the premises (or in the immediate vicinity).
  • Competent person – Someone who has sufficient training, experience or knowledge to enable them to carry out measures or activities correctly.
  • Fire can take hold in minutes. It’s essential you learn the fire evacuation procedure for the premises you work at. You never know when it will be called into practice.

Classification of Fire

Fire falls into five classes:

• • A – Textiles (Wood, Paper, Cloth, etc)
  • B – Liquids (Petrol, Flammable Liquids B1 = soluble, B2 = non-soluble)
  • C – Gases (Oxygen, Propane, Butane)
  • D – Metals (Aluminium, Magnesium)
  • F – Fats (Cooking oil, Lard, Butter)

Extinguishers

All Fire Extinguishers manufactured after January 1st 1997 are entirely RED but may have a coloured panel on the label to identify its type.

Key points for using Fire Extinguishers

• • Always read the label on the extinguisher.
  • Ensure your exit is clear.
  • Know where fire extinguishers are located.
  • Know how they operate.
  • Know the colour coding.
  • Never attempt to fight any fire unless safe to do so.

Other Fire Fighting Equipment

• • Fire Blankets.
  • Gas based flooding system.
  • Dry and Wet Risers.
  • Sprinklers.
  • Foam Flooding.
  • Fire Doors.

On Discovering a Fire

• • F -Find
  • I -Inform
  • R -Restrict
  • E -Evacuate/Extinguish

If a security officer discovers a fire, the following procedure should be followed:

• • Sound the alarm
  • Call the Fire Brigade, Emergency Services & Control Room if needed
  • Assist in the evacuation / head count.

Emergency Awareness

What is an emergency?

“An unforeseen or sudden event, sufficiently dangerous as to demand immediate action”

Types of emergency & action to be taken

• • Fire
  • Flood
  • Power Cut
  • Gas leak or explosion
  • Chemical spillage
  • Traffic accident
  • Fight/assault
  • First aid incident
  • Serious crimes
  • Bomb threat
  • Suspicious package

How To Be Prepared In Case Of An Emergency

By being aware of the items listed above, you will be able to plan and prepare to prevent poor performance.

How To Deal With An Emergency

When an incident has been reported, remember the 4C’s:

• • Confirm
  • Clear
  • Cordon
  • Control

First aid incidents

Where staff or visitors/customers are injured or become ill, they should be dealt with by a trained first-aider. In serious incidents, an ambulance should be called.

Serious crimes

If they occur on site, they would normally be dealt with by calling the police while containing any suspects. Crime scene preservation must also be considered.

Bomb threats

Bomb threats and suspicious packages must be dealt with seriously, by:

• • Raising the alarm.
  • Evacuating staff and visitors/customers via the quickest and safety exit.
  • Calling the Police.

Telephone Bomb Threats

Do:

• • Follow assignment instruction.
  • Take notes.
  • Use check-sheet.

Don’t:

• • Delay calling police.
  • Assume it’s a hoax.
  • Try to locate device yourself.

Emergency Telephone Calls

Dial 999 or 112 and ask to speak to the emergency services operator.

What should you tell the operator?

• • Which service you require.
  • The telephone number you are calling from (in case you are cut off or for a call back).
  • Your exact location (address and postcode).
  • Type of incident.
  • Number of casualties.
  • Extent of the injuries.
  • Any other dangers or hazards.

In The Event Of An Evacuation

• • Understand evacuation sirens/alarms.
  • You will stand out with hi-visibility clothing or uniform. Be prepared to give instructions.
  • Keep calm (your actions may panic public and/or workers).
  • Be authoritative and professional, but don’t bully people.
  • Fully understand the assignment instructions.
  • Know the evacuation routes and muster points (some organizations will have separate muster points for fire and bomb evacuations).

Evacuation Do’s & Don’t

Don’t:

• • Try to deal with situations on your own.
  • Forget to keep Control informed.
  • Forget to take notes for reporting purposes.
  • Touch anything suspicious.

Appropriate Responses To Situations Requiring First Aid

“The assistance or treatment given to a casualty for any injury or sudden illness, before the arrival of an ambulance, doctor or other qualified person.”

The Health and Safety (First Aid) Regulations 1981 enforce the condition on employers to provide adequate and appropriate equipment, facilities and personnel to enable first aid to be given to their employees, visitors or customers if they are injured or become ill. Failure to provide first aid could result in serious injury or death. It is therefore vitally important that anyone injured or ill receives attention as soon as possible.

First Aid Provisions

The minimum first aid provision of any workplace is:

• • An appointed person to take charge of first aid arrangements.
  • A suitably stocked first aid box.

The main aims of First Aid are to:

• • Preserve life.
  • Prevent the condition from worsening.
  • Promote recovery.

Employers must provide:

• • Suitable first aid facilities for employees and customers.
  • First aid equipment.
  • First aid training.

First Aid action

• • Ensure your own safety.
  • Assess the situation.
  • Control the situation.
  • Diagnose the situation.
  • Save life (treatment).
  • Obtain assistance.

First Aid priorities

• • Danger - Make sure the area is safe before you approach.
  • Response - Check to see if the casualty responds to verbal command or a pain stimulus.
  • Airway - Open the airway by tilting the head back and lifting the chin with two fingers.
  • Breathing - Look, listen and feel for normal breathing for up to ten seconds.
  • Circulation - Check for major bleeding and treat accordingly.

Your responsibilities

• • Know your venue’s policy for providing first aid.
  • Know what you are expected to do in a medical emergency.
  • Know who the qualified first aider is.
  • Know where the first aid equipment/room is.
  • You may be required to undergo training.

First Aid kits must be:

• • Waterproof.
  • Airtight.
  • Green with a white cross.
  • Adequately stocked.
  • Replenished.

The Misuse of Drugs Act 1971

The Public Entertainment Licenses (Drug Misuse) Act 1997

The legislation stresses the importance for door supervisors to take an active role in the fight against drugs on licensed premises.

New Psychoactive Substances (NPS) Temporary class drugs

A new means by which the substances causing sufficient problems can be temporarily brought under the drugs Legislation. The experts will then make the full assessment. Until then the drug will be treated as Temporary Class Drug (TCD).

Main Offences

• • To supply a controlled drug.
  • To possess a controlled drug.
  • Anyone, including door staff, convicted of possessing, supplying or producing drugs illegally could be fined or sent to prison.

Stimulants

MDMA - Known by a variety of street names such as the commonly-named Ecstasy or E, XTC, New Yorkers, Love Hearts, Doves, Rhubarb and Custard, Dennis the Menace and Disco Burgers.

Yaba - Known by a variety of street names such as Crazy Medicine and Hitler’s Drug. It was originally created by the Germans during WW2 to allow troops to fight around the clock. Users can stay up for up to 4 days at a time. It’s ILLEGAL in most other countries but in the UK, it’s still awaiting official classification.

Amphethamine - Known most commonly as Speed, and also Upper, Whizz, Sulph or Sulphate. Amphetamine is most often sold as a white or off-white powder.

Cocaine and Crack - Also known as Coke, Charlie, Snow, Base, Stardust and Flake. Cocaine is sold as a white powder and is usually sniffed but can be smoked. Crack, a very powerful form of cocaine, comes as small crystals and is smoked - it is especially dangerous because people can become dependent on it very quickly.

Viagra - Also known as Poke, Shagwell and Grandad Special. Originally produced to combat impotency, this drug which is blue in colour and diamond shape, has hit the clubbing scene in a big way. Viagra is yet to be fully licensed within the UK, although it is available on prescription.

Heroin - Also known as Junk, Smack, Gear, Scag and Heroin comes as a light brown powder. Very occasionally it might be white It can be injected, sniffed or smoked.

Rohypnol (Flunitrazepam) - Also known as Roofie and the Date Rape Drug Rohypnol is a powerful tranquilliser legally available over the counter in many countries, but not in the UK. It’s prescribed to people with chronic insomnia and who don’t respond to other drugs first. Usually this drug is administered through spiked drinks and is used by rapists to overcome their victims.

Tranquillisers - Also known as Tranx, Benzo’s, Eggs, Jellies and Norries. Tranquillisers such as diazepam (valium), chlordiazepoxide (librium), lorazepam (ativan) and temazepam are often prescribed by doctors for people who are having difficulty sleeping or are feeling very anxious.

Methadone - Methadone is used to treat people who have become dependant on opiates like heroin. It is taken orally and comes as a green, blue or yellowish liquid in a small bottle or clear plastic tub. Methadone is also occasionally misused and is often injected.

Volatile Substances (including Solvents) - The big problem with volatile substances is that they are so easily available and most of them are not illegal. Lots of things normally kept in the house, such as solvent-based glues, lighter fuel and cleaning agents and aerosols, have been inhaled by young people trying to get high.

Lysergic Acid Diethylamide (LSD) - Also known as Acid and Trips. Acid is normally sold in small amounts which have been soaked into blotting paper printed with various designs. When a person takes it, they have hallucinations. The way they see, hear and feel the world around them changes.

Cannabis - Also known as Dope, Draw, Shit, Smoke, Ganja, Weed, Grass and Hash. Grass is the dried leaves of the cannabis plant and the other names refer to the resin or oil. It is usually mixed with tobacco and smoked in a ‘joint’ or ‘spliff’, but is also smoked with tobacco pipes.

Psilocybin/ Magic Mushrooms - Also known as Mushies, these mushrooms grow wild and are usually collected in the autumn. They are mostly dried and eaten or sometimes diluted with water to make ‘mushroom tea’. It is illegal to pick, process, possess or supply Magic Mushrooms.

Psychoactive Substances (Recently Classified)

Synthetic Cannabinoids - aka ‘Spice’ or other similar products were classified as Class B by means of a generic definition under the Misuse of Drugs Act 1971 from 23rd December 2009.

Benzylpiperazine (BZP) and related Piperazines - were classified as Class C drugs by means of a generic definition under the Misuse of Drugs Act 1971 from 23rd December 2009.

GHB and GBL - were classified as Class C drugs for human consumption under the Misuse of Drugs Act 1971 from 23rd December 2009.

Mephedrone (4-methylmethcathinone) - and a range of other cathinone derivatives were classified as Class B drugs under the Misuse of Drugs Act 1971 from 16th April 2010.

Naphyrone - was classified as Class B drug under the Misuse of Drugs Act 1971 from 23rd July 2010.

The Door Supervisor’s Responsibility for Drug-Users

The main responsibilities imposed on the door supervisor are:

• • The preservation of life; doing everything reasonably possible to assist drug-users, who may be in danger of injury or are unconscious.
  • The preservation of evidence of drug use for possible disciplinary action and/or criminal prosecution.

Dealing with Customers found in Possession of Drugs

The main responsibilities imposed on the door supervisor are:

• • Ask the person in possession about the substance and why they are in possession of it.
  • A door supervisor can make an arrest where the offence is indictable.

Procedure for Handling Seized Drugs

Once any drugs are seized, door staff:

• • Must immediately hand them over to the management.
  • Should not put them in their pockets even for the briefest time.
  • Should use tamper-proof bags (where available) to place drugs.
  • Should make notes in the pocket book or the occurrence book.

Possible Indicators of Drug Abuse (fellow colleague)

The following signs may indicate that a fellow worker is misusing drugs:

• • Increased Absenteeism
  • Unexcused absences
  • Excessive disability
  • Repeated short absences
  • Improbable excuses for absences
  • Abnormally high absences for minor illnesses
  • Excessive tardiness
  • Concentration problems
  • Confusion
  • Friction with other colleagues
  • Spasmodic Work Patterns

Disposing of Contaminated Waste

When drug abuse is taking place in a venue, there will be evidence and signs that you should be aware of:

• • Syringes
  • Needles
  • Burnt Spoons
  • Burnt Tinfoil
  • Small Paper Wraps

Follow all procedures and precautions to ensure your own and others health and safety.

Health and Safety Issues

When dealing with the items listed above, there is a great danger of HIV/AIDS and other infection, especially with things such as syringes and needles. It is therefore extremely important that the door supervisor takes every precaution when dealing with drugs and drug-users.

Steps to follow:

• • On arrival at the scene, door supervisors should ensure that members of the public are kept away.
  • The door supervisors should then inspect the area, walls, floors etc. near where the sharp was discovered.
  • Put on the gloves and apron Sprinkle Absorbent granules over any spillages and wait for the granules to absorb all moist material.
  • Lift the absorbed spillage into a Bio hazard bag using the disposable spatulas.
  • Sharp waste, such as needles, should be placed in the Sharp Box.
  • Using a disinfectant spray, thoroughly spray the area affected. Leave for two minutes and wipe clean with disposable towels.
  • Dispose of gloves, aprons and paper towels etc in a bio hazard bag.

Conclusion

The prime objective for the door supervisor is to ensure that the threat of trouble within the venue is minimised. Searches carried out correctly will act as an extra deterrent. If people are aware that searches are taking place prior to entering the venue, they are less likely to try and smuggle drugs and other illegal and offensive items in. It will also deter criminal elements from frequenting the venue.

It is now generally considered one of the prime tasks of door supervisors to help reduce the number of illegal drugs being brought into licensed premises. Proper search techniques and proper use of powers of arrest will go a long way towards this.

Conflict Management

Frontline staff may face work-related violence – This is particularly true for the private security staff due to the nature of the job.

Workplace violence

Violence against staff is defined as:

“Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work”.

Health and Safety at Work Act 1974

Both employers and employees have a duty of care which is to take care of themselves and others who may be affected by their acts or omissions at work.

Employer’s duty of care includes:

• • Policy statements.
  • Risk assessments.
  • Conflict situation procedures.
  • Safe and effective working practices.
  • Support following violent incidents.

Employees duty of care is to:

• • Use risk assessment systems.
  • Attend any appropriate training.
  • Abide by policies and procedures.
  • Report incidents.

Management of Health and Safety at Work Regulations 1999

This law adds more emphasis on what employers must do under the H&S Legislation and to carry out risk assessments.

Avoiding Conflict

Risk Assessment

Two major types of risk assessments

• • Generic.
  • Dynamic (POP).

It is better to be proactive in our approach to risk assessment.

Threat assessment P.O.P

• • Person – Is the person: A known aggressor? Alone? Intoxicated? Size? Skills?
  • Object – Has the person got: Any weapons? Any other object (such as bottles, belts)?
  • Place – Is the place: Crowded? Surface? Secluded? Stairs?
  • S.A.F.E.R. Model
  • Step back.
  • Assess threat (P.O.P.).
  • Find help.
  • Evaluate options.
  • Respond.

The two types of human response

• • Emotional - feeling
  • Rational - thinking

Emotional Vs Rational

The 'Emotional' brain

• • Quickly processes incoming information.
  • Filters for potential threat.
  • Triggers fight or flight.

The 'Rational' brain

• • Allows objectivity.
  • Makes sense of any risk.

Fight or flight

• • Is a response to threat.
  • It is a natural animal instinct.
  • It prepares our body for action.

Choosing to fight

We increase the likelihood of someone choosing to fight when we:

• • Invade their personal space.
  • Continue making them feel threatened.
  • Block their exit path.

What are the triggers?

People tend to be triggered into an angry reaction if they find themselves in some undesirable situation for example being ignored, patronised.

The type of triggers can include the following:

• • Frustration.
  • Embarrassment.
  • Patronised.
  • Loss of face.
  • Confused.
  • Rudeness.
  • Ignored.
  • Fear.
  • Not being taken seriously.
  • Ridicule.

What are inhibitors?

Inhibitors are things that which prevent people from losing their temper. Not everyone gets angry in an undesirable situation.

Defusing Conflict

Defusing conflict can be found in the method of ‘The 4 A’s’.

• • Don’t get - Angry
  • Manage - Abuse
  • Maintain a positive - Attitude
  • Be – Assertive

Signalling non-aggression

• • Stance.
  • Positive Attitude.
  • Active Listening.
  • Comfortable Distance.
  • Exit Route.

Signs of escalation

Signs to watch for include:

• • Intense eye contact.
  • Abuse focused on you personally.
  • Increasingly vulgar/threatening Language.
  • Your personal space being invaded.
  • Pointing leading to physical contact.
  • Square on posture.

Some helpful responses

Depending on the situation the following responses could be helpful in an escalating situation:

• • Active listening.
  • Reading between the lines.
  • Acknowledging the query.
  • Apologising.
  • Explanation of rules.
  • Providing options.

The common causes of conflict

Violence - Violence can be used to describe a serious physical attack or assault. It is an act where aggression can be directed towards objects and people.

Aggression - Aggression is an act or behaviour, usually associated with a feeling, anger or frustration. Usually intended to hurt someone physically or mentally. Aggression is displayed in many forms such as insults, spitting and gestures.

Types of aggression

• • Hostile – Basic form of aggression fuelled by anger.
  • Instrumental – The desire to succeed or achieve.
  • Cognitive – Past experiences affect the interpretation or understanding of a situation.
  • Learned – Learning through rewards or witnessing the rewards of others.
  • Instinctive – Instinctive aggression has been replaced with more acceptable ways of expressing ourselves.
  • Anger - Anger is a feeling or emotion that is personal to each of us It is usually a response to something that has happened to us or others. It may motivate you into doing something.
  • Frustration - Frustration is experienced whenever the results fail to conform to expectation. In the private security related matters, things such as long and slow queues, slow service can lead to frustration.

Other types of aggression can include:

• • Drugs.
  • Alcohol.
  • Jealousy.
  • Stress and frustration.
  • Financial difficulties.
  • Relationships.
  • Discrimination.
  • Guilt.
  • Intimidation.
  • Embarrassment.
  • Dissatisfaction.
  • Inconvenience.
  • Anxiety.
  • Illness.
  • Escalation to Violence.

Resolving Conflict

How-to defuse high-risk conflict

• • Maintain Self-control.
  • Signal non-aggression - OPEN Palms.
  • Empathy.
  • Active listening.
  • Give a clear rational.
  • Win trust.

Empathy

It works because it acknowledges people’s feelings:

• • Try to put yourself in their shoes.
  • Acknowledge their feelings.
  • Step alongside them, try to see things from their point of view.

Resolving

Following can help resolve a conflict situation:

• • Building a rapport.
  • Empathy (Seeing the customer’s point of view).
  • Looking for a win-win.
  • Delivering a ‘gift’.

High Risk Conflict

Contact and cover

Good cover position:

• • Within hearing and eye contact of the ‘contact’ colleague, the customer will be aware of your presence- but you are not near enough to become involved or drawn in by the customer.

Team Strategies

This will enable the ‘cover’ to:

• • Observe the customer’s reactions.
  • Being aware of the other persons and potential threats.
  • Watching the ‘contacts’ back.
  • Being a good witness.
  • Communicating with other staff.

Switching

‘Switching’ is intervening between the customer and colleague to focus the customers attention on you:

• • When the colleague asks for help – usually through a pre-arranged signal.
  • When it is clear that the colleague has become part of the problem (he or she has bitten) and the intervention is needed to stop it escalating into violence.
  • From the cover position you walk directly up to the pair and intervene with your back to your colleague, engage close and direct eye contact with the customer and draw them round and away from your colleague. You should not tou ch the customer but use your hands and arms as if pulling them.
  • Drop eye contact as soon as you have achieved the switch. The customer can no longer see the original contact.

Drawing Round

Drawing round also allows:

• • Two door supervisors to draw two customers apart in order to break eye contact and defuse conflict between the two customers.
  • The two customers should ideally end up with their backs to each other.

Exit Strategies

Passing the Baton:

• • If getting nowhere or when ‘switching’ has not resolved the conflict.
  • Pass on to someone else.
  • Head door supervisor or manager.
  • Customer feels problem is being taken seriously.
  • You exit.

Use of Force – Criminal Law Act 1967 (s3)

The use of force by anyone will be judged on two aspects by the police or the courts. These are:

• • Was the use of force justified in the circumstances?
  • Was the level of force used appropriate in the circumstances?

Use of Force – Common Law

Common law recognizes that any person may use force as reasonable in the circumstances to

• • Defend themselves.
  • Defend others.
  • In certain circumstances, defend property.

Reflecting and Learning

Incidents reviews should be used to learn and reflect on the causes of the incidents.

Following types of incidents should be reviewed:

• • Assaults
  • Drug finds
  • Customer complaints
  • Staff absence/resignation due to stress

Learning Cycle

The experiential learning cycles.

• • Incident.
  • What Happened.
  • Why It Happened.
  • Lesson.
  • A formal record should be kept to identify patterns.

Contributing to Long Term Solutions and Strategies

‘Quick-fix’ solutions

• • May eliminate the problem now but could fail to prevent the reoccurrence of the problem.
  • Usually the root cause of the problem is ignored.

Long term solutions

• • Tend to fix the problem at the root level.
  • Plays key role in the prevention of the reoccurrence of the problem.

How To be a CCTV Operator

What is the purpose of CCTV?

• • Monitor streets, shops, buildings and public spaces.
  • Good deterrent against crime.
  • Valuable tool in prosecuting criminals.

Where can CCTV be found?

CCTV is everywhere and can be found in the following locations:

• • City Centre CCTV.
  • Speed Cameras.
  • Average Speed Cameras.
  • ATM Covert Cameras.
  • Public Buildings.
  • Residential CCTV Systems.
  • Mobile Police CCTV Vans.

What are the advantages of CCTV?

• • Can monitor a large area at once.
  • Can search for people and objects quickly.
  • Good crime deterrent.
  • Cost effective.
  • Records permanently.

What are the disadvantages of CCTV?

• • High set up cost.
  • Still needs a human operator to be 100% effective.
  • Prone to disabling / vandalism / failure.
  • Operator attentiveness fades.
  • Weather conditions can obscure recording.

What are the main responsibilities of a CCTV Operator?

• • Screen Monitoring
  • Tape / Media Management
  • Incident Reporting
  • Maintaining Log Books / Audit Trail
  • Access Control
  • Key Control
  • Message Answering
  • Incident Control
  • Monitoring of Alarm Systems
  • Out of Hour Emergency Response / Contact Services
  • Liaison with Police Via Radio

What is Confidentiality?

When applied to a CCTV setting, confidentiality can be described as:

• • Information or data which must not be passed to anyone who has not been authorised to receive it.

What is the CCTV reporting structure?

• • Data Controller
  • Contract Security Company
  • Customer Contact
  • Supervisor/Manager
  • CCTV Operator

Who is the owner of the CCTV system?

The owner of a CCTV system is the person who was responsible for putting it in place.

This is normally the person who decided to have it installed and was responsible for choosing how many cameras were needed etc.

When the system is designed and installed, the owner should have established

• • What the system should achieve.
  • A commitment to the time and resources to being the system into place and maintain the standards of the system.
  • A way to test the performance of the system.
  • Training for staff so that the system is operated professionally.

With the CCTV systems installed within the property, venue or premises, the CCTV systems should perform the follow:

• • Help to reduce the fear of crime.
  • Help to deter crime.
  • Detect crime and producing evidence.
  • Assist the overall management of a larger security assignment.
  • Assist the local authority in its enforcement and regulatory functions.

What is the CCTV system code of practice?

It is the responsibility of the owner of the system to ensure that a Code of Practice is written in accordance with the Data Protection Act and BS7958 and available to anyone who requests it.

The Code of Practice shows how the system will operate in any given area.

The system is monitoring areas to which the public has access, therefore there will be a Code of Practice in force.

What is the code of practice contents?

• • Accountability
  • Public Information
  • Residential Areas
  • Assessment of the scheme and Code of Practice
  • Management & reporting structure
  • Purpose Statement
  • Data Protection Implications
  • Owners Responsibilities
  • Partnerships
  • System Management
  • Installation
  • Change

Functional Checks of CCTV systems

• • It is vital that you check ALL the equipment you will be using on your shift is in good working order.
  • If anything is found to be inoperable, you should report it.
  • Full details on how to do this will be available from your management, supervisor, or found in your Assignment Instructions.

Incident and spot monitors

• • Allow an incident to be brought from the bank of monitors to be viewed on a single screen.
  • Hard copies (photos) can be made of any images required.
  • If enabled, you may be able to allow the police access to your spot monitor so that they can also monitor the incident as it happens.

What is the public sight code of practice?

By allowing the public to see the Code of Practice it should:

• • Explain the need for the system in the first place
  • Improve public confidence in the scheme.
  • Stop people thinking they’re being spied on.
  • Improve feelings of safety & security.

What is the CCTV Operator code of conduct?

To ensure the integrity of the system, operators must:

• • Act fairly and not discriminate on the grounds of gender, sexual orientation, ethnicity, or disability.
  • Carry out their duties professionally.
  • Behave with personal integrity and understanding.
  • Use moderate language which is not defamatory when dealing with the public or work colleagues.

The following standards must be maintained in the CCTV Control Room:

• • Never solicit or accept bribes or considerations.
  • Do not be under the influence of alcohol or drugs (prescription or illegal).
  • Do not display preferential treatment towards individuals.
  • Never abuse your position of authority.
  • Do not bring unauthorised equipment into the Control Room.
  • Do not remove equipment from the Control Room without authorisation.
  • Always comply with the employees Code of Conduct and guidelines.

SIA standards of behaviour

Should any CCTV operator be found to be breaching the standards of behaviour expected of them then any of the following actions could be taken:

• • Licence Withdrawn or Suspended
  • Criminal Prosecution by Police
  • Civil Litigation

What are assignment instructions?

Assignment Instructions are guidelines for operational procedures in the control room.

Sometimes also known as:

• • Procedural Manuals
  • Standard Operating Procedures (SOP’s)

You will be required to read and sign your AI’s.

What are the assignment instructions content?

• • Management Structure
  • Roles & Responsibilities
  • Hours of Duty
  • Handover Procedures
  • Access Control Procedures
  • Key Control Duties
  • Tape / Media Management Procedures
  • Camera Patrolling Duties
  • Alarm Response
  • Emergency Contact Numbers
  • HASAWA 1974 Policy
  • Emergency Procedures
  • Radio Procedures

Shift handover and takeover

Details normally covered include:

• • Incidents.
  • Media Management.
  • Expected Visitors.
  • Changes in Procedures.
  • Ongoing Observations.
  • Current Equipment States.

Functional checks for CCTV equipment

• • It is vital that you check ALL the equipment you will be using on your shift is in good working order.
  • If anything is found to be inoperable, you should report it.
  • Full details on how to do this will be available from your management, supervisor, or found in your Assignment Instructions.

CCTV transmission methods

Normally - 2 Options are available:

• • Cable (Fibre Optic, Coaxial, PSTN, ISDN).
  • Airborne (Microwave, Infrared, FM Radio, Laser Link).

Incident and spot monitors

• • Allow an incident to be brought from the bank of monitors to be viewed on a single screen.
  • Hard copies (photos) can be made of any images required.
  • If enabled, you may be able to allow the police access to your spot monitor so that they can also monitor the incident as it happens.

When to record?

How does the operator know when to record something?

As a general rule…

• • If you believe an offence is about to happen.
  • If something IS happening or suspected to be.

... then record it!

It’s better to record something and have it turn out to be nothing than miss something important.

Ensuring effectiveness

• • Report restricted lines of vision.
  • Report lighting problems.
  • Good local knowledge is vital.
  • Know your camera map.
  • Know what every single menu option does.
  • Use local and technical knowledge to overcome bad weather conditions.

How to be proactive and reactive

• • It is far better as CCTV camera operators to be seen to be Proactive rather than Reactive – in other words, actively look for incidents rather than wait for them to happen in front of your cameras.
  • Any suspicious events should be noted and recorded for future reference.

Camera patrols

Full Patrols:

• • Cover all areas thoroughly using all cameras.
  • Gives an indication of what is happening.
  • Suspicious events are recorded in real time.
  • Any incidents requiring investigation are reported immediately.
  • Change patrol routine regularly.
  • Ensure functional checks are done on every patrol.

Random Patrols

• • Concentrate on a specific area of interest.
  • Done in between full patrols.
  • If possible, connect to police monitors so they can also see what is happening. Random patrols are not a substitute for full patrols.

What is effective patrolling?

• • Be curious & suspicious
  • Know the assignment and location of each camera.
  • Have good local knowledge and know trouble spots.
  • Be alert at all times.
  • Develop good relationships with the local police.
  • Liaise with other local CCTV operators.
  • Know your systems limitations.

What is the rotakin test standard?

• • The Rotakin standard should be applied when all new systems are put in place.
  • When the figure fills the screen vertically the image height is said to be 100.
  • For evidence in court, a 120% screen fill is advised of suspects identified on CCTV.

Audit Trails

• • An audit trail provides the means to track information, objects and actions throughout their lifetime.
  • It is provided by completion and correct storage of the appropriate documentation and objects.
  • Within a control room there will be a number of pieces of documentation that need to be completed by the CCTV operator.

CCTV control room documents

• • Shift Report Book.
  • Incident Book / Daily Occurrence Book (DOB).
  • Access Control Book.
  • Tape Register / DVD Register.
  • Tape / DVD Movement Book.
  • Tape / DVD / HDD Review Book.
  • Repair & Maintenance Book.
  • Installed Equipment Book.
  • Control Room Diary.

Written Communication

Everything you write could be used as evidence in court, including:

• • Record Books
  • Statements
  • Reports
  • Messages

Communication needs to be accurate, clear and brief.

Written Communication

Everything you write could be used as evidence in court, including:

• • Record Books
  • Statements
  • Reports
  • Messages

Communication needs to be accurate, clear and brief.

Advantages of communication include:

• • Facts can be clearly stated.
  • Permanent record.
  • Can plan what to write before writing it.
  • There is proof of communication.
  • Proof that duties were carried out.

Disadvantages of communication include:

• • Time consuming.
  • Lacks spontaneity.
  • No immediate feedback.
  • Cannot be sure communication has been read & understood.
  • Can be read by an unauthorised 3rd party.
  • Some people have language, reading or writing problems and may not be able to understand your communication.

CCTV Operatives must ensure the following:

• • Make Copy DVD, Label & Check Quality
  • Label as “Original Copy”
  • Copy of Original Made for Police
  • Statement Written if Necessary
  • All Paperwork Completed as per AI’s
  • Original DVD placed in Evidence Bag
  • Police Sign for Evidence
  • Police Sign Out
  • Operator Locates Footage
  • Police Sign Out

Remember that copies of DVDs must have digital watermarks which ensures the authenticity of the DVD. If the DVD has been tampered with the watermark will fragment.

Why confidentiality is important

As a CCTV Operative It must be remembered that information obtained during the course of any CCTV work within a control room is strictly confidential. Remember, what happens in the control should stay in the control room.

All information gathered while working is subject to the Data Protection Act 1998 and should be considered confidential. You may have to sign a confidentiality agreement when commencing work.

Breaching this could lead to prosecution.

What is ABC communication?

Accurate:

• • Dates
  • Label as “Original Copy”
  • Names
  • Times
  • Locations
  • Details
  • Car Numbers

Brief:

• • Key Words
  • Pro Words
  • Phonetic Alphabet
  • IC Codes

Clear:

• • Writing
  • Voice
  • Messages
  • Emails
  • Memo’s
  • Instructions
  • Commands

Giving the wrong signals

It is important that the wrong signals are not given by such examples as:

• • Finger pointing.
  • Hands on hips.
  • Crossing your arms.
  • Sudden hand movement.
  • Rolling your eyes.

Radio communication

• • Telephone = 2-Way Conversation.
  • Radio = 1-Way Conversation.
  • With a radio, you can talk or listen, not both.
  • Pressing your PTT switch disengages the speaker so neither of you will hear the other if you both try to talk at the same time.

Answering telephones

When answering the telephone, it’s important to carry out the following:

• • Standard welcome.
  • Speak politely and listen carefully.
  • Be willing to help.
  • Be prepared to take a message.
  • Do not pass the buck.
  • Be professional.
  • Pass important messages on.

Who are customers?

Internal:

• • Employer
  • Internal
  • Colleagues
  • Contractual Employer
  • Contractual Employer’s Employees

External:

• • Visitors
  • Police
  • Service Providers
  • Delivery Personnel
  • Emergency Services
  • Telephone Callers

What are security radios?

• • Radios are not like normal telephones.
  • With a telephone you can talk and listen.
  • With a radio, you talk OR listen, you can’t do both at the same time.
  • This is why we have Pro-Words in Security Radio use.

Security radio rules

• • Numbers are transmitted in single digits (The number 120 would be said “One, Two, Zero).
  • Always give your Call Sign when speaking.
  • Leave a pause after pressing the PTT switch.
  • Always listen to Control for priority traffic.
  • Check your channel before speaking.

How the control room should be

Your control room should be a sterile area.

Access may be restricted via:

• • Electronic Locks
  • Biometric Devices
  • Keypad / PIN code
  • Swipe Card System
  • Video Entry System
  • Key Lock
  • Airlock Door System

What is the data protection act 1998?

Data normally means ‘information’. In our case, Data is classed as any information which can identify an individual.

The Data Protection Act 1998 (DPA) gives individuals the right to apply for access to personal data relating to them - this is known as a "subject access request”.

Subject access procedure

If a subject access request is made, follow the procedures laid out in your Assignment Instructions.

Remember that this is the start of an Audit Trail, so everything you do from here on needs to be documented.

Subject access restrictions

Taken from the MI5 website:

• • An exemption from the provisions of the DPA is available where such exemption is required for the purposes of safeguarding national security. Subject access requests should be made in writing and a fee may be charged.
  • The Security Service's "Data Controller" considers on a case by case basis whether exemption from the access provisions is required and justified. Members of the public who are not satisfied with a reply to a subject access request may appeal to the Information Tribunal - see "Access to Information" for further details.

Data Must Be:

• • Fairly and lawfully processed.
  • Processed for limited purposes.
  • Adequate, relevant and not excessive.
  • Accurate.
  • Not kept for longer than is necessary.
  • Processed in accordance with the individual’s rights.
  • Secure.
  • Not transferred to countries without adequate protection.

Disclosure of images

• • Access to images must be carefully controlled.
  • Rights of individuals must be protected.
  • Chain of evidence must remain intact.
  • The reasons for disclosing images must be compatible with the reasons or purposes for which they originally obtained those images.

Assessment period

Before installing and using CCTV and similar surveillance equipment, the purpose of said equipment must be established.

Common reasons for installing this are:

• • Prevention, investigation and detection of crime.
  • Apprehension and prosecution of offenders.
  • Public and employee safety.
  • Monitoring of premises.

Data protection personnel

Data Controller – The person who (either alone or jointly, or in common with other persons) determines the purposes for which, and the manner in which any personal data are to be processed.

Data Processor – Any person (other than an employee of the data controller) who processes the personal data on behalf of the Data Controller. i.e.: If the manager is a 3rd party such as a security company employed by the DC to run the scheme, then the manager may be deemed a Data Processor.

Positioning of cameras

• • Signs should be placed so that members of the public are aware that they are entering a monitored space.
  • The signs should be clearly visible and legible.
  • The size of signs will vary according to circumstances.

Quality of CCTV images

• • It is important that the images produced are suitable for the purposes stated in the Code of Practice.
  • If the system has been installed to prevent and detect crime then it’s essential that the images are good enough to get a criminal conviction in court.

Right to a fair trial

CCTV operators could infringe this by producing misleading evidence, or hiding or deleting evidence when requested for it by the police. Everyone charged with a criminal offence shall be presumed innocent until proven guilty according to law.

Right to respect for a private and family life

Everyone has the right to respect for his private & family life, his home and correspondence. There shall be no interference by a public authority (The State) unless there are sound legal reasons. These reasons could be national security, public safety or the economic well-being of the country.

Proportionally

• • Are the systems being used proportional in relation to the risk faced by the community?
  • Is the intrusion into any privacy fair?
  • Operators must always select the least intrusive method from those available to them.

Legality

• • CCTV operators must know the Code of Practice in force for the camera system.
  • Operators must also be aware of the Human Rights Act, Data Protection Act, PACE 1984 and Criminal Procedures & Investigations Act 1986.

Accountability

• • It must be clear that monitoring is taking place and for appropriate reasons, and that these reasons are governed by publicly available Codes of Practice.
  • All actions must be open to scrutiny and all decisions taken must be defendable both legally and morally.

Necessity

• • The necessity for the surveillance must be provable.
  • The surveillance must be ‘defendable in a democratic society’.
  • The operator must be able to defend any infringement of rights.

Non-discriminatory

• • The operator must be able to show an operational reason for any surveillance and show it was not influenced by any personal discrimination.
  • As far as the CCTV control room operator is concerned, as long as you are complying with the Code of Conduct & the Data Protection Act 1998, then you should be complying with this act.

Regulation of investigatory powers act

This regulates surveillance by police and other agencies. Section 26 sets out what is Directed Surveillance. It is defined as:

• • For the purposes of a specific investigation or a specific operation.
  • In such a manner as is likely to result in the obtaining of private information about a person.
  • Otherwise than by way of an immediate response to events or circumstances, the nature of which is such that it would not be reasonably practicable for an authorization under this part to be sought for the carrying out of the surveillance.
  • In cases where there is a pre-planned incident or operational need to use your CCTV system, an authority will certainly be required.

Requests for forthcoming operations are authorized by Superintendents or above. Reasons to request use of the system could be:

• • National security
  • Preventing / detecting crime or preventing disorder
  • Protecting the economic well-being of the UK
  • Protecting public safety or public health
  • Assessing or collecting any tax, duty or levy.
  • Any purpose not mentioned above, by order of the Secretary of State.

Freedom of information act 2000

This act gives a general right of access to all types of recorded information held by public authorities such as:

• • Government Departments
  • Local Authorities
  • NHS Bodies (doctors, dentists, pharmacists)
  • Schools, Colleges, Universities
  • House of Commons, House of Lords.

The act gives applicants two related rights:

• • The right to be told whether the information exists
  • The right to receive the information, and where possible, in the manner requested.

Exceptions:

• • Investigations and proceedings by public authorities
  • Court Records
  • Trade Secrets

Police and criminal act evidence 1984

• • The police may take anything that they have reasonable grounds for believing is evidence.
  • Where provision for storing original tapes / DVD’s by police officers is available in the CCTV control room then it will be sufficient for the tape to be placed in an evidence bag, sealed for court use.
  • However, it’s most likely that they will take any evidence produced for them with them when it has been logged and signed over.

Criminal procedures and investigation act

• • Gives direction as to what must be disclosed to the defence of a case during investigations.
  • It is the responsibility of the Disclosure Officer who may also be the investigating officer to decide what may need to be disclosed and could relate to anything seen on their request in the CCTV control room.

Evidence

Evidence is defined as ‘That which makes evident or manifest or which supplies proof’.

This means by which any fact or point in issue may be proved or disproved in a manner complying with the legal rules governing the subject.

1. Direct Evidence

• • What the operator saw or heard. What they did with the original video tape, DVD, or master copy of the HDD.
  • Operators may be required to provide a written statement explaining what they saw, what they did, when and how they did it, why they did it, where they did it and who else was involved.

2. Primary Evidence

• • Original documents and objects, the original video tape recording or the ‘Master’ copy from the digital hard drives.
  • Screen prints or still images from a video or DVD would be considered Primary evidence also.

3. Secondary Evidence

• • Copies of the Primary evidence. This could be a working copy of a video tape or DVD.
  • Also, copies of any original prints or screen shots would also be considered to be Secondary evidence.

4. Circumstantial Evidence

• • Circumstantial evidence is defined as ‘Facts that tend to point to a conclusion’. It is admissible in court but needs supporting with Direct evidence.

5. Hearsay Evidence

• • Something that someone else said, not in the presence or hearing of the accused.

Court

Operators may well have to attend court to give evidence.

There are two different types of court:

• • Crown Court (more serious cases go here)
  • Magistrates Court (summary cases go here but may be referred up to the Crown Court)

CCTV Operators code of conduct

To ensure the integrity of the system, operators must:

• • Act fairly and not discriminate on any grounds.
  • Act professionally and courteously.
  • Behave with integrity and understanding.
  • Use moderate language.
  • Never solicit or accept bribes.
  • Do not drink or be under the influence of drugs.
  • Do not display preferential treatment towards individuals.
  • Never abuse your position of authority.
  • Never bring unauthorised equipment into the control room.
  • Never remove equipment from the Control Room without authorization.
  • Always comply with the employers Code of Conduct and guidelines.
  • As mentioned, Audit Trails are essential when demonstrating that all necessary legislative requirements have been met.

What are crime and non-crime incidents?

Crime Incidents.

• • Theft.
  • Burglary.
  • Robbery.
  • Criminal Damage.
  • Assaults.
  • Public Order Offences.
  • ASBO’s.

Non-Crime Incidents

• • Traffic Accidents
  • Slips, Trips and Falls
  • First Aid Casualty Cases
  • Lost Children
  • Maintenance Issues
  • Flooding
  • Health and Safety Incidents

What is theft?

The Theft Act (1968) describes Theft as:

• • The dishonest taking of another’s property with the intent of permanently depriving the other person of it.
  • If you suspect that someone has committed, or is committing theft, then you should record as much detail as possible so as to aid prosecution.

Offences against the person act 1861

• • Although originally written nearly 150 years ago, this is still the law we use to prosecute anyone in England or Wales for personal physical injuries.
  • All sexual crimes previously covered have now been repealed and are now covered by the Sexual Offences Act 2003.

What is assault?

An attempt to offer, by force or violence to another to do bodily injury to another. An act that causes a person to himself fear immediate unlawful violence.

What is actual Bodily Harm?

To assault any person thereby occasioning actual bodily harm. ABH does not necessarily have to involve the breaking of the skin (though it normally does). If a blow is proven to be struck then a magistrate may infer that ABH has been caused.

What is wounding with Intent?

Where there is a deliberate intention on the part of the offender, by any means possible, to inflict serious injury and to cause such injury.

What is Unlawful Wounding?

This involves the unintentional serious injury to a person.

What is a crime risk area?

A crime risk area is one where statistics prove it more likely to have crimes committed there.

Such areas could be:

• • Poorly lit
  • Not maintained
  • High risks of theft, robbery or drug dealing
  • Frequented by prostitutes

If any of these activities are detected then the police must be informed immediately.

Surveillance planning

• • Surveillance should always cover vulnerable areas.
  • Foot patrols should be available to respond to alerts from CCTV operators.
  • Suspicious events should be noted and reported.
  • Any recordings of suspicious events should be double-checked by supervisors / police.

How not to discriminate

CCTV operators should not discriminate against any particular group.

We are all influenced by:

• • Family
  • Peers
  • Groups
  • Education
  • Events
  • News

However, we cannot let this prejudice our views of people who we monitor on CCTV.

Prejudice

A preconceived opinion based on little or no fact or an inflexible generalization.

Stereotyping

Putting people into groups and judging them by that, even though it may be wrong.

Discrimination

Actions which are based on a prejudice with an unjust, unfair or negative action.

Types of behaviour to look out on CCTV

Aggressive:

• • Clenched Fists
  • Pointing Fingers
  • Waving Hands
  • Body Language

Submissive:

• • Open Hands
  • Lowering Head
  • Turning Away

How to describe people

• • IC Code
  • Gender
  • Height (Approximate)
  • Hair Colour & Length
  • Build
  • Age (Approximate)
  • Facial Hair
  • Distinguishing Features (Tattoo’s, Scars)
  • Clothing

How to describe vehicles

• • Vehicle Type (Car, Van, Truck)
  • Make and Model
  • Colour
  • Registration Number
  • Direction of Travel
  • No. of Passengers
  • Distinguishing Features
  • Condition
  • Speed of Travel
  • Last Known Location