SOP KSP SECURICORE PVT LTD

1. STANDARD OPERATING PROCEDURE MANUAL
KSP GROUP

2. INTRODUCTION
KSP is a leading Security, Facility, Parking Management and Horticulture, Maintenance Services
Provider offering solutions to thousands of delighted customers of across India.
We operate and maintain large, complex facilities & security across of India.
We are known as one of the reliable services providers when it comes to security and facility services
to the Government & Semi Government hospitals, industries, malls, residential societies, and
corporate parks etc.
We have been flawlessly securing various Malls, Corporate Parks, Industrial Complexes, Commercial
and Residential Societies for over a decade now.
Our security, housekeeping, maintenance, and horticulture services are finest in the industry by any
aspect of industry norms & standards.
With years ‘of experience, we are well placed to design, manage, and deliver a diverse range of
comprehensive services and compete in the ultra-modern dynamic environment of Indian residential
and commercial living spaces.
Purpose and Scope
The purpose of this manual is to establish standard operating procedures (SOP) for respective
departments and place into effect all controls required to safeguard, maintain, and manage (as per the
contract) the properties of our clients in accordance with the industry best practices. These SOPs
apply to all KSP designated authorities / employees / personnel and are used to safeguard all
information released to or generated by KSP during contract performance. This document is
applicable to all commercial contracts between KSP and its clients.

3. , , ,
,
, , ,
, , ,
, ,
, ,
-
( )
,
( )
/ /
KSP

4. BUILDING AND GROUND SECURITY
The Security team following rules & registers will be maintained at the gates: -
➢ All staff are responsible for buildings and grounds security.
➢ All exterior building doors shall be always locked.
➢ Doors will be unlocked for student admittance during bus arrival times only.
➢ Staff members shall not prop doors open for any reason.
➢ In the evening, all doors shall be locked.
➢ Visitors Register - Office Open / Close Register
➢ Security Duty Register,
➢ Security Duty Handover Register
➢ Attendance Register Housekeeping
➢ Security Staff In-out register
➢ Staff In Out Register
➢ Letter Receiving Register
➢ Gate Entry Register
➢ Fire Fighting Practice Register
➢ Contract staff/ casual laborers
➢ Security to identify the person, make an entry in the register and issue the badge.
➢ Keep record of the badge.
➢ Housekeeping movements register to be maintained.

5. ➢ : -
➢
➢
➢
➢
➢ ,
➢ - /
➢ -
➢
➢ -
➢
➢
➢
➢
➢ /
➢ ,
➢
➢

6. Visitors Management Process
❖ Security will confirm with the person whom the visitor wants to meet.
❖ If the person is available in the office, security will make an entry in the register and
direct him/her to right person.
❖ Visitors who have an appointment with the resident will be directed to the Secretary
only.
❖ Visitors will be given visitors badge.
❖ Visitors are not allowed to enter inside any workstation.
❖ The concerned staff will take directions from the security to meet the persons in the
office.
❖ Visitors are requested not to leave their personal baggage at security cabin.
Material Movements
1. Material coming into the premises must be accompanied by a proper gate pass.
2. No item will be taken out without written permission of the department head.
3. Documents for material incoming and outgoing should be implemented with a list of
authorized signatories.
4. Shifting of materials from one wing to another should be carefully monitored and a
record of such must be maintained to avoid confusion.

7. ❖
❖ ,
❖ ,
❖
❖
❖
❖
•
•
•
•

8. Mail and Courier Movements
▪ Incoming and outgoing mail / courier record to be maintained properly.
▪ Incoming – security person will receive the mail and courier and hand it over to
the concerned person.
▪ Outgoing – He will make an entry of outgoing mail / courier with full details.
▪ Any loss/ missing report should be given to Admin without delay.
▪ No courier should be sent out without seal and sign of the departmental head.
Patrolling Procedures
❖ The security must ensure that once the college is closed, all the unwanted lights and Air
conditioning units are put off.
❖ Patrolling should be taken on an hourly basis once the college is closed for the day.
❖ Security will keep a watch on the activities of the casual laborers/ contractors.
❖ If security finds anything unusual/ untoward, a report must be given to the Admin
Head/ Security Supervisor first verbally (in case urgent) & then in writing.

9. ✓ /
✓ -
✓ - /
✓ /
✓
• ,
• ,
• /
• / , (
) /

10. Frisking /Checking Procedures
1) All outside staff will be thoroughly frisked at the time of their leaving the premises in the
evening. In case of any person resisting, the same will be clearly informed to the
concerned authority.
2) All garbage being removed from the premises by the housekeeping personnel else must
be thoroughly checked before they are being taken out.
3) If anything, untoward is found it must be reported to Administration head
4) Housekeeping personnel should be frisked/checked on they’re each in and out
movements
5) Frisking is applicable for all, Vendors and Housekeeping staff.
Handing over and Taking Over
❖ The guard coming on duty or going off duty will go through the log and entries of
previous shift and discuss the progress plan with the reliever.
❖ Both the security guards/Supervisor will check the entire building thoroughly.
❖ Reliever guard should check all the documents which are related to security before
taking over charge.
❖ Security should check all the systems which are in the facility/under security.
❖ Occurrences report register to be maintained.
❖ Reliever guard should check all the documents, systems, which are related to
security before taking over charge.

11. /
❖
❖
❖
❖ /
❖ ,
1)
2) /
3)
4) /
5)
6) ,

12. Fire Control
➢ All the fire equipment to be checked whether serviceable or unserviceable.
➢ Security should know where the fire extinguishers are located/installed and to be able
to operate them immediately in case of any fire accidents.
➢ Check the life of the fire extinguisher, i.e., due date of next recharge. If the due date is
over, give a written complaint to the Director.
➢ In case of fire, prompt action to be taken by the security to safeguard the life and
property of the College.
➢ In the event of any fire, rush to the spot, muster all manpower available and take control
of firefighting operations.
➢ Employees to be made aware to respond during emergency. Mock Drills to be done and
fire exit posters to be pasted at necessary spots.
➢ If necessary, Security should call Ambulance team and Fire Station.
Emergency Procedures
❖ The security should have all the addresses and contact numbers of nearest police
station, hospital, ambulance, and fire brigade.
❖ Security will immediately report if any untoward incident/misconduct of misbehaviour
occurs to Security Supervisor / Admin Head.
❖ Security person should know the entire emergency exits doors and main entry gate, so
that he can take suitable action at short notice.
❖ Identify the emergency and its gravity.
❖ In case of emergency, ring the alarm bell / siren.

13. ✓
✓ /
✓ , ,
,
✓ ,
✓ , ,
✓
✓ ,
✓
✓ , ,
✓ / /
✓
,
✓
✓ /

14. Parking Areas
➢ Drivers (and staff) are required to obtain and display parking permits on vehicles.
➢ Staff members shall park in areas designated for staff (or in assigned parking spots).
EMERGENCY PREPAREDNESS
Procedure
1. The administration shall create a detailed Emergency Management Plan.
2. Which will provide additional detailed information available only to the Emergency
Response Team.
3. The Emergency Management Plan has sensitive information that should not be shared with
the public.
4. The Team shall keep the Plan in a locked cabinet in their office.
5. Training on the Emergency Management Plan shall be conducted annually.

15. ✓ ( )
✓ ( )
✓
✓
✓
✓
✓

16. General Animal Principles
• Several factors are involved in triggering aggression and/or escape responses in
animals. The most common include fear, pain, punishment (which induces fear and
anxiety) and excessive physical contact.
• Most animals show fear/defensive aggression because they find some aspect of the
processes threatening.
• This may be the environment, the personnel, the equipment, the procedure, the
restraint technique used or any combination of these.
• Animals are particularly likely to react to handling of certain body regions as well.
These include the head/neck, the legs and feet, the groin/perineum, the abdomen,
and any area that is painful.
• These areas are natural targets in serious attacks because they are areas where it is
relatively easy to deliver an incapacitating or fatal injury.
• Restraint techniques should be chosen with these factors in mind.
• Avoid directly restraining the animal’s legs whenever possible as this universally
induces even more struggling and aggression.
• Protection of the legs is a biologically hard-wired behaviour.
• It also is important to remember that what matters is whether the animal finds an
interaction threatening — not whether the veterinary professional does.
• Often, in the process of trying to be friendly to an animal, we portray body signals
that mean the opposite.
• This is particularly true around horses and dogs.
• The way the average person greets a dog is a perfect example.
• Most people approach dogs from the front, lean over, and extend their hand to
allow the dog to sniff it or to try to pet the dog.
• There are several elements in this approach that directly threaten the dog: the
direct, frontal approach; making eye contact; leaning over; and reaching out over
the dog’s head.
• These are intensified if they are done in a quick, tense, or agitated manner.
• Good restraint is all about empathy, finesse, and technique – it has little to do with
strength.
• If any procedure requires more than two people to hold the animal, there is
something wrong with that technique for that procedure on that animal for that
day.
• The more people that are involved, the more threatened the animal will feel and the
more easily someone will be injured.

17. ❖ /
, , ( )
❖ /
❖ , , , ,
❖
/ , , / , ,
❖
❖
❖
❖
❖
-
❖ , ,
❖
❖
❖ , ,
❖ : , ;
; ;
❖ ,

18. Restraint Methodology
• Appropriate restraint is all about empathy, finesse, and technique – it has little to
do with strength.
• If any procedure requires more than two people to hold the animal, there is
something wrong with the employed technique for that procedure on that animal
for that day.
• The more people that are involved, the more threatened the animal will feel and the
more easily someone will be injured.
• Restraint also does not necessarily mean immobilization.
• Animals have 5 basic reactions to stress or threat.
• These include fight, flight, freeze, faint, and fidget (or fooling around).
• The latter is an often-overlooked sign of stress.
• Staff members frequently assume animals that are obnoxious and hyper in the
room are just plain stupid or untrained, but this is a simplistic outlook considering
the situation the animal is in.
• Keep open minded that the animal’s hyperactivity might be a reaction to stress.
• Punishing these animals usually raises their stress level and exacerbates the
behaviour.
• Restraint dictates that we move into the animal’s personal space without the
animal’s permission.
• This puts personnel in the “critical zone” where animals are often more likely to
attach rather than to try to run away, especially if escape is blocked.
• Making wise choices as to how you invade the animal’s space can reduce this
reaction in most animals.
• Always use the least amount of restraint necessary for the procedure and invade
the animal’s “intimate space” as little as possible.
• Restrain the animal for the behaviour that it is currently showing – not for the
behaviour that you think it may show soon.
• Restraint requires patience! Some animals need time to adapt to the process; trying
to rush the animal will only increase its anxiety.

19. ❖ , - -
❖
,
❖ ,
❖
❖ 5
❖ , , , ( )
❖
❖
,
❖
❖
❖
❖ " "
,
❖
,
❖
" "
❖ -

20. Fundamentals of Patient Interaction
• A universal observation I have made in watching people handle animals is that they
move too quickly and pay too little attention to what the animal is telling them at any
moment.
• Animals almost ALWAYS warn before escalating attack or escape, especially dogs.
• The problem is that we tend to miss these warning signs.
• Doctors and staff should remain calm and neutral no matter how badly the animal may
behave.
• Poor behaviour should be ignored; however, any trend toward better behaviour—no
matter how small—should be immediately rewarded in some way.
• In 98% of cases, injuries to humans occur because someone did something unwise,
became complacent while working on the animal, or did not know how to read the
animal’s body language.
• Remember that behaviour is constantly changing. Just because the animal is friendly at
the beginning of the exam or procedure, does not mean the animal will remain so three
seconds later.
• Always assume the animal may injure you at any time – be cautious and prudent, but
not paranoid.
• Always keep your body parts away from the animal’s weapons.
interpreting an Animal’s Body Language and Behaviour
• Changes in the patient’s environment may cause normal behaviour patterns to change
• Body language communicated by the animal can demonstrate clearly how it feels
toward other animals, people, and its surroundings
• Body language can help you determine how easy or difficult an animal may be during
handling and restraint

21. 1. ,
2. ,
3.
4. ,
5. ; ,
- -
6. 98% , ,
,
7.
,
8. -
,
9.
➢
➢
,
➢

22. How to Handle
➢ Do your best to deal with each situation without putting yourself at risk.
➢ Stay calm.
➢ Don’t argue with the intoxicated client.
➢ Don’t embarrass the client, especially in front of other people.
➢ Invite the problem client to an area away from other clients, where you can talk.
➢ Deal with the situation in a calm, friendly way.
➢ Speak to the person directly, and firmly explain that what they are doing is unacceptable
at your party.
➢ Listen and empathize with your client. Acknowledge your client’s anger or frustration,
but also remind them that it is your house, and you are responsible for their safety and
don’t want to see them get hurt.
➢ Point out that if they were sober, they would agree that what they are doing is a bad
idea.
➢ If you cannot calm the client down or convince them to stop what they are doing, ask a
friend of theirs to try.
➢ Security team continuously follow for T.A.K.E C.A.R. E.

23. ➢
➢
➢
➢ ,
➢ ,
➢ ,
➢ ,
➢
, ,
➢ ,
➢
,
➢ T.A.K.E C.A.R

24. A
C
A
R
The Security Supervisor Reporting course will teach you about the specific law
that applies to the serving of alcohol on your site.
Explain the denial. Always explain your actions in a polite and calm manner.
Alternative. Offer water, food or a taxi or lift for the person.
Report. Advise all security supervisors of your operations to ensure that
they do not receive service another time or attempt to re-enter if they are
being removed.
Echo. If the person is a regular patron, remind them next time what went
wrong and what is expected of them inside the venue.
E
K
E
Tell me quickly. Start a conversation with the person early on, reminding
them they're here to have a good time and suggesting they slow their
intake. They may not be aware that their behavior is becoming
unacceptable.
T
Avoid put-downs. Never make personal comments. Explain the laws and
licensing requirements that are guiding your operations.
Keep calm and be polite.
Always alert Be constantly aware of the person and how they are reacting
to what you are saying.

25. K
E
C
A
R
E
सुरक्षा पर्यवेक्षक ररपोर्टिंग पाठ्र्क्रम आपको उस ववशिष्ट कानून क
े बारे में शसखाएगा जो आपकी
साइट पर अल्कोहल की सेवा पर लागू होता है।
A
जल्दी बताओ। व्यक्तत क
े साथ जल्दी से बातचीत करना शुरू करें, उन्हें याद ददलाएं कक वे यहां
अच्छे समय क
े ललए हैं और उनका सेवन धीमा करने का सुझाव दे रहे हैं। हो सकता है कक उन्हें
पता न हो कक उनका व्यवहार अस्वीकायय होता जा रहा है।
T
पुट-डाउन से बचें। कभी भी व्यक्ततगत दटप्पणी न करें। उन कानूनों और लाइसेंलसंग
आवश्यकताओं की व्याख्या करें जो आपक
े कायों को ननदेलशत कर रहे हैं।
शांत रहें और ववनम्र रहें।
हमेशा सतक
य । व्यक्तत क
े बारे में लगातार जागरूक रहें और आप जो कह रहे हैं उस पर वे क
ै से
प्रनतकिया दे रहे हैं।
इनकार स्पष्ट करें। हमेशा अपने कायों को ववनम्र और शांत तरीक
े से समझाएं।
वैकक्ल्पक। व्यक्तत क
े ललए पानी, भोजन या टैतसी या ललफ्ट की पेशकश करें।
ररपोटय। अपने कायों क
े सभी सुरक्षा पययवेक्षकों को यह सुननक्श्चत करने क
े ललए सलाह दें कक
उन्हें कोई और बार सेवा प्राप्त न हो या यदद उन्हें हटाया जा रहा है तो वे किर से प्रवेश करने
का प्रयास न करें।
गूंज। यदद व्यक्तत ननयलमत संरक्षक है, तो उन्हें अगली बार याद ददलाएं कक तया गलत हुआ
और आयोजन स्थल क
े अंदर उनसे तया उम्मीद की जाती है।

26. THANK YOU
AMREESH SHARMA
( MANAGER OPERATIONS )