Skyscraper Security Mgt.
Administration Mgt. Section II Part V
Skyscraper Security
Mgt. Rise Access
High
Control Procedures
By, Richard Garrity

This presentation is proprietary
informa...
Information Disclosure:
Before we begin this
comprehensive analysis of
security administration mgt. it is
important to not...
Skyscraper Security Mgt.
Purpose and definition:
This second part of security
administration management will
focus primari...
This power point presentation will
focus on 9 areas of discussion:
1. The Quarterly business review
2. The security servic...
Business Quote of the day:

6
Business Quote of the day:
“A business absolutely devoted
to supreme service and superior
customer service will only have
...
The Quarterly Business Review:

8
The Quarterly Business Review:

9
Quarterly Business Review:
The quarterly business review is a
comprehensive and lengthy
financial review of your security
...
Quarterly Business Review:
The quarterly business review
should be conducted and created
by committee. The committee
usual...
Quarterly Business Review:
Your financial report should
contain the following:
1. Weekly standard billable hours
2. Weekly...
Quarterly Business Review:
Your financial report should
contain the following:
6. Monthly price sheets to verify
officer w...
Quarterly Business Review:
The quarterly business review is also
a good time to address and discuss
the following operatio...
During your QBR, the client will have
questions. Make sure you have answers.
The right ones.

15
The client contract for service

16
Reading the fine print….
SECURITY GUARD SERVICES AGREEMENT
THIS AGREEMENT made effective as of the _____ day of __________...
Reading the fine print….
The security services contract or
agreement between your
company and the building client/
owner i...
Reading the fine print….
Security Managers and or
Security Directors should have a
copy of the security services
agreement...
Contract compliance….
The security contract agreement
should be thoroughly read and
understood so that account
security mg...
Contract compliance….
Some clauses in the contract can
even result in financial sanctions
to the company if they are
viola...
Contract compliance….
Some standard important
examples & questions of
contract compliance:
1. Does your contract allow
bil...
Contract compliance….
3. Often, client PM’s are hit with
last minute construction details
or tenant requests for immediate...
Contract compliance….
The answer is…..
Usually for one week. After
that it is mutual that
continued OT billing is not
fair...
Contract compliance….
4. Generally the contract between
the company and the client will
require that a client give at leas...
Contract compliance….
However, even if this is written in
stone, it is never enforced. If a
client PM needs immediate extr...
I mean seriously, are you really
going to say NO to your client
PM because they requested
coverage under the 24 hour
rule?...
Other contract mandates can
consist of but not limited to:
1. Does your client contract require
monthly or quarterly refre...
Other contract mandates can
consist of but not limited to:
If your current security services
contract does require that se...
Not to mention that proper billing to
the client and healthy profits to the
company are some of your top
priorities as a s...
Healthy profits sustain a company. That is
very important. However, never lose sight of
your commitment to quality as well...
Sarbanes-Oxley Act of 2002

32
What is Sarbanes-Oxley?
The Sarbanes–Oxley Act of 2002
enacted July 30, 2002, also known as the
'Public Company Accounting...
What is Sarbanes-Oxley?
As a result of SOX, top management
must now individually certify the
accuracy of financial informa...
What is Sarbanes-Oxley?
The bill was enacted as a reaction to a
number of major corporate and
accounting scandals includin...
Truth in transparency.
How does the Sarbanes-Oxley Act
apply to you, the security manager?
It very well applies as you are...
Truth in transparency.
If your company is a publicly traded
corporation and these payroll
figures are false, misleading, o...
Your weekly and or monthly billing
reports mean more than you think..

38
The SEIU union

39
The SEIU contract/ preamble
The SEIU contract/ preamble
In January of 2009, Boston and
parts of the metro Boston area
were unionized by the outfit
kno...
The SEIU contract/ preamble
Security supervisors, managers,
and directors should be fully and
well rehearsed on the union
...
The SEIU contract/ preamble
Security Managers must also
remember that they do not
answer to the union in any way,
shape, o...
The SEIU contract/ preamble
The number one rule in dealing
with any union in regards to
employee performance concerns
and ...
The SEIU contract/ preamble
It is equally important to know
that new hires can not be
compelled by the union to join it.
N...
The SEIU contract/ preamble
Additionally, you shall never
pressure or coerce a new hire to
opt out of the union program,
y...
The SEIU contract/ preamble
As for documentation.
Document, Document, Document
all performance infractions,
tardiness, ins...
The SEIU union preamble

48
The SEIU union- Article 1

49
The SEIU union- Article 2

50
Quarterly Refresher Training:

51
Developing the
“best and the brightest”

52
Quarterly Refresher Training:
Security account managers and
or security directors should take
a continued vested interest ...
Quarterly Refresher Training:
a smart and proactive program
to keep your developing
personnel fully up to speed and
educat...
Quarterly Refresher Training:
confronted with serious and
potentially serious dangerous,
life threatening situations that
...
Quarterly Refresher Training:
The following slides are
recommended suggestions for
topics to be developed and
presented at...
Quarterly Refresher Training:
In addition to the training,
security managers when
completed with the training
presentation...
Fire Life Safety:

58
Customer Service Skills:

59
Legal Authority/ Uniforms

60
Conflict Resolution:

61
Access Control Procedures:

62
Key Control Protocols:

63
Elevator Entrapments:

64
Emergency Evacuations:

65
Handicap Evacuations:

66
Civil Demonstrations:

67
Detecting Suicide Bombers:

68
Bomb Threat Response:

69
Workplace Violence:

70
Sexual Harassment:

71
Staff personnel who refuse to complete
refresher or life safety training shall be
removed from the schedule.

72
The SOP Manual:

73
The SOP Manual:
The security operations manual
(SOP) is the administrative brain
of your security operations
program. It i...
The SOP Manual:
Security personnel are not
expected to remember or
memorize every aspect of the
SOP, it is simply too big ...
The SOP Manual:
One of the first pages in your
site SOP should be an
acknowledgement form that
security personnel can sign...
The SOP Manual:
The following criteria listed will
give you, the security manager,
guidance on exactly what should
be in a...
Putting it together….

78
The SOP Manual contents:
1. Cover page & introduction
2. Welcome letter to employees
3. S/O & Supervisor shift duties
4. I...
The SOP Manual contents:
12. Adding new cardholders into
the access control system
13. Building key control protocols
14. ...
The SOP Manual contents:
21. Fire emergency response
22. Elevator malfunctions
23. Elevator entrapments
24. Fire panel tro...
The SOP Manual contents:
32. Power surge/ outage procedure
33. Emergency notification tree
34. Civil demonstrations/ picke...
A required SOP insert:
Wanted Flyers:
Wanted Flyers:
Wanted notices, on-site legal
restraining orders, and Boston
Police BRIC type bulletins
shall be posted in ...
Managing your access
cardholder database

86
Cardholder database
Security managers should keep
constant tabs on the building
access control cards that are
currently ac...
Cardholder database
Audit reports of your access
cardholder database should be
conducted every 3-6 months. If
you should d...
Cardholder database
On a monthly basis, an audit
should be conducted and a
report generated on who exactly
has “master acc...
Cardholder database
When you receive notifications
to delete an access card from the
system, NEVER actually delete
the car...
Cardholder database
One of the most important
functions of your access
cardholder database audits is a
simple one. It is t...
Cardholder database
On a weekly basis, if
required by your property
team, compile an audit report
of all new tenant employ...
Example of a detailed
access card request form:

93
Example of a detailed
access card request form:

94
On-Site Personnel Files

95
What belongs and what doesn't

96
Employee personnel files should be
maintained at your account. There
maybe a master file at the branch
office, but individ...
Employee site account personnel
files should contain these documents:
1.
2.
3.
4.
5.
6.
7.
8.
9.

A copy of the employee’s...
Employee site account personnel files
should NOT contain the following:
1.
2.
3.
4.
5.

Copies of military DD214’s
Crimina...
Security Officer & Supervisor
semi-annual site testing:

100
Semi-annual site testing:
Security account management
should on a semi-annual basis,
administer a comprehensive, in
depth,...
Semi-annual site testing:
The site exam can and should
include all aspects of your security
program, including basic
proce...
Semi-annual site testing:
The exam should not be designed
like a bar exam, but it should not be
anything near “easy” or ge...
Semi-annual site testing:
The exam should not be solely
created in a multiple choice format.
Multiple choice can be challe...
Semi-annual site testing:
Point blank questions that ask for a
specific answer or explanation are
more difficult to comple...
Posting of Test scores:
Exams should be graded and posted
within 2-3 days, no longer. It is vital
that identifying failing...
Posting of Test scores:
Posting of all grades is fair to all. The
posting of failing grades does not
serve to embarrass an...
The exam format & questions:
The exam format & questions:
The exam format & questions:
Page 1-1

110
The exam format & questions:
Page 1-2

111
The exam format & questions:
Page 2-1

112
The exam format & questions:
Page 2-2

113
The exam format & questions:
Page 3-1

114
The exam format & questions:
Page 3-2

115
The exam format & questions:
Page 4-1

116
The exam format & questions:
Page 4-2

117
The exam format & questions:
Page 5-1

118
The exam format & questions:
Page 5-2

119
The exam format & questions:
Page 6-1

120
The exam format & questions:
Page 6-2

121
The exam format & questions:
Page 7-1

122
The exam format & questions:
Page 7-2

123
The exam format & questions:
Page 8

124
Site Exams: Don’t forgot to invite
your Property Mgt. Team~

125
Or that other important person.
Your district manager!!

126
If you feel that all these forms and documents
are overwhelming, they are not. They all serve
a very important purpose.

1...
Can your current security
services program make this
claim? It is quite bold to make
such an assertion. Is your
program, y...
Important qualities that shapes and
defines today’s high rise corporate
security manager

129
Two of your top AM priorities:
Healthy client/ tenant relations~

130
There are no “slumps” in
this industry, ever…

131
Your building property management
team, the client, expects nothing but the
best from you. Sometimes you may feel
they dem...
If your willing to step up to the
plate and consistently hit home
runs, your property mgt. team
will be your biggest and m...
Someone is counting on you.

134
Make your client Team proud!

135
“A security manager who thinks
like a property manager is one
who reaps the most to be gained
and succeeds without
interru...
Have questions? Please ask~

137
Thank you for attending
today’s presentation~

138
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Skyscraper Security Mgt- Administration Mgt. Section II Part V

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  • Skyscraper Security Mgt- Administration Mgt. Section II Part V

    1. 1. Skyscraper Security Mgt. Administration Mgt. Section II Part V
    2. 2. Skyscraper Security Mgt. Rise Access High Control Procedures By, Richard Garrity This presentation is proprietary information and can’t be copied or reproduced in any fashion without consent from the publisher owner.
    3. 3. Information Disclosure: Before we begin this comprehensive analysis of security administration mgt. it is important to note that any and all references to private business entities was while this instructor was employed with them, either directly or indirectly. All documents and reports illustrated were authored solely by Richard Garrity during that course of employment. Nothing sensitive or confidential has been disclosed.
    4. 4. Skyscraper Security Mgt. Purpose and definition: This second part of security administration management will focus primarily on the business aspects of your program, training, and the standard operating procedures manual enhancement. This training module is designed to give security account managers a more concise direction in the development of their administrative structure, training programs, and client/ tenant relations.
    5. 5. This power point presentation will focus on 9 areas of discussion: 1. The Quarterly business review 2. The security services contract 3. The Sarbanes Oxley Act- 2002 4. SEIU union contract- relations 5. Quarterly Refresher Training 6. Standard Operating Procedures 7. Managing cardholder database 8. Employee personnel files 9. 6 month Staff exam site testing 10. Client relations- above/ beyond
    6. 6. Business Quote of the day: 6
    7. 7. Business Quote of the day: “A business absolutely devoted to supreme service and superior customer service will only have one worry about profits. They will be embarrassingly large”… Henry Ford 7
    8. 8. The Quarterly Business Review: 8
    9. 9. The Quarterly Business Review: 9
    10. 10. Quarterly Business Review: The quarterly business review is a comprehensive and lengthy financial review of your security program. The primary focus of this meeting is to bring the client up to date on monthly billing, billable overtime, added coverage, and current staffing needs. Other aspects of your weekly and monthly reports can be integrated into the quarterly meeting.
    11. 11. Quarterly Business Review: The quarterly business review should be conducted and created by committee. The committee usually consists of you the manager, the assistant security manager, the district manager, the senior property manager, and the junior property manager. All final drafts on the quarterly review should be approved by your district manager, first.
    12. 12. Quarterly Business Review: Your financial report should contain the following: 1. Weekly standard billable hours 2. Weekly billable overtime 3. Weekly non-billable overtime 4. Weekly added coverage- you must differentiate between client and tenant requests for additional coverage 5. Training hours- billable 6. Training hours- non-billable
    13. 13. Quarterly Business Review: Your financial report should contain the following: 6. Monthly price sheets to verify officer wage rates (if applicable) 7. Invoice Aging Report- for receivables over 60 days 8. Potential over billing 9. Resolution to client complaints concerning disputed billable OT 10. Monthly & quarterly totals of your weekly calculations
    14. 14. Quarterly Business Review: The quarterly business review is also a good time to address and discuss the following operational topics: 1. Security staffing concerns 2. Poor performance by some 3. Equipment failures on the property, like broken cameras or the need for more of them. 4. Discussion of serious incidents 5. Ways to reward personnel who are doing an outstanding job
    15. 15. During your QBR, the client will have questions. Make sure you have answers. The right ones. 15
    16. 16. The client contract for service 16
    17. 17. Reading the fine print…. SECURITY GUARD SERVICES AGREEMENT THIS AGREEMENT made effective as of the _____ day of ______________, BETWEEN: [NAME OF PROPERTY MANAGER] - and [NAME OF SECURITY GUARD COMPANY] WHEREAS, Manager requires professional security and protective services for its premises located at ___________________________ [insert name and description of building(s)]; AND WHEREAS, Contractor represents that it is professionally qualified, able and ready to provide such services NOW THEREFORE THIS AGREEMENT WITNESSES that in consideration of the covenants and premises contained in this Agreement, the parties hereto agree as follows: “Building” means the Building municipally known as ________________________ and located at ______________________________________, [city], [province/territory]. “Manager” means [NAME OF MANAGER]. 17 “Owner”
    18. 18. Reading the fine print…. The security services contract or agreement between your company and the building client/ owner is a document that literally sets the tone for your site security program. It outlines in specific terms what services are to be provided, billing stipulations, uniform standards, liability clauses, expense burdens, and other business related line items.
    19. 19. Reading the fine print…. Security Managers and or Security Directors should have a copy of the security services agreement at their site. The agreement should be in hardcopy form and locked in a safe area with access to such document limited to you only. The agreement should never be sent or stored in “electronic version” for security reasons.
    20. 20. Contract compliance…. The security contract agreement should be thoroughly read and understood so that account security mgt. is fully aware of the expected procedural requirements of said agreement. There maybe actions or violations of the contract that can occur and your not aware your violating said conditions of the agreement.
    21. 21. Contract compliance…. Some clauses in the contract can even result in financial sanctions to the company if they are violated. Serious violations to the signed agreement could even mean loss of the contract. If you do not get access to the current contract on file, then make every effort to communicate with your district manager as to site specifics relevant to the contract.
    22. 22. Contract compliance…. Some standard important examples & questions of contract compliance: 1. Does your contract allow billable new hire training? Most do not. 2. Generally, a client has to give 48-72 hour notice on requests for additional security coverage to avoid billable overtime.
    23. 23. Contract compliance…. 3. Often, client PM’s are hit with last minute construction details or tenant requests for immediate security coverage. If a client property manager has not been able to make the 48-72 hour request contractual window, and the detail last longer than a week, how long do you typically keep billing the client at the overtime rate?
    24. 24. Contract compliance…. The answer is….. Usually for one week. After that it is mutual that continued OT billing is not fair to the client as the detail is running an extended period and the company has now had time to try and properly staff at non-OT.
    25. 25. Contract compliance…. 4. Generally the contract between the company and the client will require that a client give at least 24 hour notice (regardless of billable or non billable OT) when requesting additional coverage or special details, which is only fair to the contractor as they need time and resources to properly fill the requested amount of coverage.
    26. 26. Contract compliance…. However, even if this is written in stone, it is never enforced. If a client PM needs immediate extra coverage, even if it is with say, 2 hours notice, then the security team will work tirelessly to honor and fill the added coverage request. That is called going above and beyond the call of duty. That simply, is great customer service and public relations.
    27. 27. I mean seriously, are you really going to say NO to your client PM because they requested coverage under the 24 hour rule? I don’t think so!!
    28. 28. Other contract mandates can consist of but not limited to: 1. Does your client contract require monthly or quarterly refresher ERT training classes? 2. Does your client contract require yearly or bi-annual CPR/AED/ First Aid certifications? 3. Does your client contract require nightly or weekly field inspections of your facility or personnel? 4. Does your client contract expressly forbid staff personnel from applying or being hired by the client company?
    29. 29. Other contract mandates can consist of but not limited to: If your current security services contract does require that security personnel be certified in CPR/AED? First Aid, is that additional training billable to the client? Generally, yes. These are all very important questions & aspects of your security services contract to insure you are in full compliance of the language and spirit of that legal, binding contract.
    30. 30. Not to mention that proper billing to the client and healthy profits to the company are some of your top priorities as a successful corporate security account manager. Business Tip- If you knowingly transmit payroll via a computer or fax that has inflated billing or shifts that were never filled, you are committing wire fraud. That is, a felony.
    31. 31. Healthy profits sustain a company. That is very important. However, never lose sight of your commitment to quality as well. 31
    32. 32. Sarbanes-Oxley Act of 2002 32
    33. 33. What is Sarbanes-Oxley? The Sarbanes–Oxley Act of 2002 enacted July 30, 2002, also known as the 'Public Company Accounting Reform and Investor Protection Act' or SOX, is a U.S. federal law that set new or enhanced standards for all U.S. public company boards, management and public accounting firms. It is named after sponsors U.S. Senator Paul Sarbanes and U.S. Rep. Michael G. Oxley. 33
    34. 34. What is Sarbanes-Oxley? As a result of SOX, top management must now individually certify the accuracy of financial information. In addition, penalties for fraudulent financial activity are much more severe. Also, SOX increased the independence of the outside auditors who review the accuracy of corporate financial statements, and increased the oversight role of boards of directors. 34
    35. 35. What is Sarbanes-Oxley? The bill was enacted as a reaction to a number of major corporate and accounting scandals including those affecting Enron, Tyco International, Adelphia, Peregrin Systems and WorldCom. These scandals, which cost investors billions of dollars when the share prices of affected companies collapsed, shook public confidence in the nation's securities markets. 35
    36. 36. Truth in transparency. How does the Sarbanes-Oxley Act apply to you, the security manager? It very well applies as you are part of the management team that generates and transmits weekly payroll figures that shape and influence the company’s overall financial projections on any given time or fiscal period. 36
    37. 37. Truth in transparency. If your company is a publicly traded corporation and these payroll figures are false, misleading, or incorrect, then the company’s financial officers will be posting inaccurate projected numbers which will create severe impacts and consequences to the company, their investors, and their reputation. 37
    38. 38. Your weekly and or monthly billing reports mean more than you think.. 38
    39. 39. The SEIU union 39
    40. 40. The SEIU contract/ preamble
    41. 41. The SEIU contract/ preamble In January of 2009, Boston and parts of the metro Boston area were unionized by the outfit known as the SEIU 615 union. Since then, other areas of the country have unionized as well. At this point, it is not an industry wide process. Mainly high rise office towers, large shopping centers, and universities have been unionized for now.
    42. 42. The SEIU contract/ preamble Security supervisors, managers, and directors should be fully and well rehearsed on the union contract, preamble, and the articles therein. Managers should have a copy of these documents and completely understand the pure dynamics involved with managing a unionized security force, no matter how big or how small.
    43. 43. The SEIU contract/ preamble Security Managers must also remember that they do not answer to the union in any way, shape, or form. Are we committed to working with the union to effectively work out solutions to problems? Unequivocally, Yes! Positive relations with union members, delegates, and shop stewarts can only improve the program.
    44. 44. The SEIU contract/ preamble The number one rule in dealing with any union in regards to employee performance concerns and challenges, is documentation of said employee’s performance. If you have poor or lacking documentation, then don’t even bother lacing up for the fight, because you will lose, and the company could potentially lose at arbitration hearings- costly.
    45. 45. The SEIU contract/ preamble It is equally important to know that new hires can not be compelled by the union to join it. New hires have the option to “opt out” if they wish. They would still be entitled to the standard union wage set at your account, but they waive any and all union protections, grievances, and arbitration hearings.
    46. 46. The SEIU contract/ preamble Additionally, you shall never pressure or coerce a new hire to opt out of the union program, you can only simply advise them of their “right” to do so. To coerce any new employee to decline entering the union is illegal. So once again, insure you that your well versed on the union contract and the line item specifics.
    47. 47. The SEIU contract/ preamble As for documentation. Document, Document, Document all performance infractions, tardiness, insubordination, and other unacceptable behaviors. Never engage in a witch hunt, that will backfire. Simply document sub standard performances and you will be just fine. Not to mention DUA unemployment hearings.
    48. 48. The SEIU union preamble 48
    49. 49. The SEIU union- Article 1 49
    50. 50. The SEIU union- Article 2 50
    51. 51. Quarterly Refresher Training: 51
    52. 52. Developing the “best and the brightest” 52
    53. 53. Quarterly Refresher Training: Security account managers and or security directors should take a continued vested interest in the development and education of their security personnel. Some of this development is in the form of refresher training every 3 months. Refresher training or even introducing specific training presentations (like this one) on various life safety topics is
    54. 54. Quarterly Refresher Training: a smart and proactive program to keep your developing personnel fully up to speed and educated on some of the most challenging situations they may come across while in the performance of their daily duties. Refresher training on some safety issues simply serves to “remind” them of exactly what they are suppose to do when
    55. 55. Quarterly Refresher Training: confronted with serious and potentially serious dangerous, life threatening situations that can happen at anytime and with no warning. This is when their training comes into play and will dictate exactly how they react and respond. How one is initially trained and how one is continually trained will control their effectiveness and instincts.
    56. 56. Quarterly Refresher Training: The following slides are recommended suggestions for topics to be developed and presented at your account. Always, when presenting any refresher training to security personnel, keep your property management team members in the loop and if possible have them in attendance when conducting such presentations.
    57. 57. Quarterly Refresher Training: In addition to the training, security managers when completed with the training presentation shall document in the individual employee’s site file that said training was completed. A training matrix of all personnel and the topics covered should be recorded with confirmation sent to the district manager keeping them updated on development.
    58. 58. Fire Life Safety: 58
    59. 59. Customer Service Skills: 59
    60. 60. Legal Authority/ Uniforms 60
    61. 61. Conflict Resolution: 61
    62. 62. Access Control Procedures: 62
    63. 63. Key Control Protocols: 63
    64. 64. Elevator Entrapments: 64
    65. 65. Emergency Evacuations: 65
    66. 66. Handicap Evacuations: 66
    67. 67. Civil Demonstrations: 67
    68. 68. Detecting Suicide Bombers: 68
    69. 69. Bomb Threat Response: 69
    70. 70. Workplace Violence: 70
    71. 71. Sexual Harassment: 71
    72. 72. Staff personnel who refuse to complete refresher or life safety training shall be removed from the schedule. 72
    73. 73. The SOP Manual: 73
    74. 74. The SOP Manual: The security operations manual (SOP) is the administrative brain of your security operations program. It is in a sense, your bible of sorts. When in doubt about a particular procedure, always reach for the SOP as a reference tool to answer procedural questions that sometimes your not sure of.
    75. 75. The SOP Manual: Security personnel are not expected to remember or memorize every aspect of the SOP, it is simply too big and long. However, security managers should insure that staff personnel are on a periodic basis updating themselves with the contents of the site SOP. The SOP should be methodically updated and revised annually.
    76. 76. The SOP Manual: One of the first pages in your site SOP should be an acknowledgement form that security personnel can sign and date that states they have read and fully understand the contents of the standard operating procedures manual. Staff personnel should additionally be tested twice a year on the content specifics of
    77. 77. The SOP Manual: The following criteria listed will give you, the security manager, guidance on exactly what should be in a security operations manual. The listed line items do not necessarily have to be in the same order when developing your own procedures manual. It is equally vital that all final drafts are approved by your district manager and the site client.
    78. 78. Putting it together…. 78
    79. 79. The SOP Manual contents: 1. Cover page & introduction 2. Welcome letter to employees 3. S/O & Supervisor shift duties 4. Introduction to the Prop. Team 5. Tenant population- locations 6. Tenant contact numbers 7. Telephone employee list 8. Client & emergency phone list 9. Building identification rules 10. Access Control system 11. Building camera system
    80. 80. The SOP Manual contents: 12. Adding new cardholders into the access control system 13. Building key control protocols 14. Loading dock procedures/ times 15. Lobby/ Podium post duties 16. Front desk procedures 17. Patrol tours & detex tours 18. Master detex tour button listing 19. Expected standards- uniforms 20. Expected standards- smoking 21. Parking enforcement rules
    81. 81. The SOP Manual contents: 21. Fire emergency response 22. Elevator malfunctions 23. Elevator entrapments 24. Fire panel trouble alerts 25. Evacuation plan & drills 26. Police response to the property 27. Bomb Threat Response 28. Detecting Suicide Bombers 29. Suspicious package detection 30. Medical emergency response 31. Maintenance emergencies
    82. 82. The SOP Manual contents: 32. Power surge/ outage procedure 33. Emergency notification tree 34. Civil demonstrations/ picketing 35. General patrol techniques 36. Report writing/ daily reports 37. Incident report documentation 38. Telephone/ reception guidelines 39. Limitations of authority 40. Code of Conduct rules/ ethics 41. Blank Incident report/ daily 42. Blank master site forms
    83. 83. A required SOP insert:
    84. 84. Wanted Flyers:
    85. 85. Wanted Flyers: Wanted notices, on-site legal restraining orders, and Boston Police BRIC type bulletins shall be posted in the security office or behind the main desk out of the public’s view. These are sensitive materials for your eyes only. Especially BRIC updates which are unclassified documents, but generally not for public release or scrutiny.
    86. 86. Managing your access cardholder database 86
    87. 87. Cardholder database Security managers should keep constant tabs on the building access control cards that are currently active in your system. Audit protocols should be in place to delete old, terminated, or unused access cards from the tenant and base building database. This is especially critical in respect to past or terminated employees.
    88. 88. Cardholder database Audit reports of your access cardholder database should be conducted every 3-6 months. If you should detect a card that is “active” that you feel should be “inactive”, compile a brief report and forward to the property manager. Any access cards that show no activity for a period of 6 months or more, shall be purged from the database.
    89. 89. Cardholder database On a monthly basis, an audit should be conducted and a report generated on who exactly has “master access” to the building. If you detect an individual who has master access that should not, report your findings to the property manager immediately. Delete said access or downgrade as instructed by the PM team.
    90. 90. Cardholder database When you receive notifications to delete an access card from the system, NEVER actually delete the cardholder information, “DISABLE” the card for now. This is vital as in the event that the former employee’s access history is needed for whatever reason, it will be on file. Disabled employee cards should however, be deleted after 1 year.
    91. 91. Cardholder database One of the most important functions of your access cardholder database audits is a simple one. It is to basically clean up the system from unused or expired cards. This contributes greatly to freeing up memory space and making the system more efficient. All audit revisions should be compiled in a brief report to the property
    92. 92. Cardholder database On a weekly basis, if required by your property team, compile an audit report of all new tenant employee access cards that were issued during that time period. The report should also contain the access levels that were assigned.
    93. 93. Example of a detailed access card request form: 93
    94. 94. Example of a detailed access card request form: 94
    95. 95. On-Site Personnel Files 95
    96. 96. What belongs and what doesn't 96
    97. 97. Employee personnel files should be maintained at your account. There maybe a master file at the branch office, but individual employee shadow files must be maintained and regularly updated when needed. Site shadow files contain crucial information and documentation of one’s performance as well as actions of disciplinary caution.
    98. 98. Employee site account personnel files should contain these documents: 1. 2. 3. 4. 5. 6. 7. 8. 9. A copy of the employee’s application Emergency contact information All training documentation (CPR etc.) Updated contact information Verbal counseling/ written warnings Career development Accomplishments/ awards Yearly performance evaluations Change of status reports (COS)
    99. 99. Employee site account personnel files should NOT contain the following: 1. 2. 3. 4. 5. Copies of military DD214’s Criminal background checks Reference verifications Credit report checks Driving history reports These sensitive documents will be maintained at the district office.
    100. 100. Security Officer & Supervisor semi-annual site testing: 100
    101. 101. Semi-annual site testing: Security account management should on a semi-annual basis, administer a comprehensive, in depth, and site specific exam to all security personnel & supervisors. This could be on a yearly continuum, but semi-annual is strongly recommended as memories do tend to fade over time.
    102. 102. Semi-annual site testing: The site exam can and should include all aspects of your security program, including basic procedures, emergency procedures, tenant specifics & locations, and other areas of your program that only you know best. The site procedures exam should be a minimum of 50 questions.
    103. 103. Semi-annual site testing: The exam should not be designed like a bar exam, but it should not be anything near “easy” or generic as well. It should be designed and created with challenging the employee’s knowledge of certain site critical protocols. The challenge translation is, to “test” that employee’s information retention.
    104. 104. Semi-annual site testing: The exam should not be solely created in a multiple choice format. Multiple choice can be challenging, but for the most part multiple choice does not offer definitive knowledge of the test material at hand, even if they get it right. Multiple choice gives an edge. So, your exam format should have some , but not all.
    105. 105. Semi-annual site testing: Point blank questions that ask for a specific answer or explanation are more difficult to complete, and without question give the test examiner a clear picture as to who is falling behind in the program when test grades are completed. Answers to point blank questions can’t be fudged or guessed.
    106. 106. Posting of Test scores: Exams should be graded and posted within 2-3 days, no longer. It is vital that identifying failing grades so that the employee can be re-tested ASAP. Some who have failed may object to their grades being posted for view. Everyone’s grade will be posted in the form of a confidential memo.
    107. 107. Posting of Test scores: Posting of all grades is fair to all. The posting of failing grades does not serve to embarrass anyone, we do not operate that way. However, it does serve to motivate them to improve and pass the required educational mandates and it also serves to motivate them before they take the exam with that prior knowledge.
    108. 108. The exam format & questions:
    109. 109. The exam format & questions:
    110. 110. The exam format & questions: Page 1-1 110
    111. 111. The exam format & questions: Page 1-2 111
    112. 112. The exam format & questions: Page 2-1 112
    113. 113. The exam format & questions: Page 2-2 113
    114. 114. The exam format & questions: Page 3-1 114
    115. 115. The exam format & questions: Page 3-2 115
    116. 116. The exam format & questions: Page 4-1 116
    117. 117. The exam format & questions: Page 4-2 117
    118. 118. The exam format & questions: Page 5-1 118
    119. 119. The exam format & questions: Page 5-2 119
    120. 120. The exam format & questions: Page 6-1 120
    121. 121. The exam format & questions: Page 6-2 121
    122. 122. The exam format & questions: Page 7-1 122
    123. 123. The exam format & questions: Page 7-2 123
    124. 124. The exam format & questions: Page 8 124
    125. 125. Site Exams: Don’t forgot to invite your Property Mgt. Team~ 125
    126. 126. Or that other important person. Your district manager!! 126
    127. 127. If you feel that all these forms and documents are overwhelming, they are not. They all serve a very important purpose. 127
    128. 128. Can your current security services program make this claim? It is quite bold to make such an assertion. Is your program, your staff, at that service level?
    129. 129. Important qualities that shapes and defines today’s high rise corporate security manager 129
    130. 130. Two of your top AM priorities: Healthy client/ tenant relations~ 130
    131. 131. There are no “slumps” in this industry, ever… 131
    132. 132. Your building property management team, the client, expects nothing but the best from you. Sometimes you may feel they demand too much from you. That is because they believe you can do it and that your capable of delivering exactly what they seek, the best service and performance available. 132
    133. 133. If your willing to step up to the plate and consistently hit home runs, your property mgt. team will be your biggest and most appreciative fans. So, disappointing or failing them is not an option on this Team~ 133
    134. 134. Someone is counting on you. 134
    135. 135. Make your client Team proud! 135
    136. 136. “A security manager who thinks like a property manager is one who reaps the most to be gained and succeeds without interruption”- Richard Garrity 136
    137. 137. Have questions? Please ask~ 137
    138. 138. Thank you for attending today’s presentation~ 138

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