Enterprise_Bank_Security_Manual_2.doc

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TABLE OF CONTENTS
I. OVERVIEW
II. SCOPE
III. OBJECTIVE
IV. GENERAL GUIDELINES
I. Duties and Responsibilities
1. Administration
2. Physical Security
3. Security Training
4. Internal Investigations
5. Outsource Central Monitoring Station (CMS)
a. CMS Operator
II. Verification of Alarm Signal
III. Testing of Alarm Devices
IV. Incident Reports Management
V. Risk and Issue Escalation
VI. Contingency Plan
VII.Emergency Security Procedure
VIII. CMS Operator’s Specific Alarm Response Procedures
a. Burglar Alarm
b. Robbery Alarm
c. Others
V. PHYSICAL SECURITY
a) Qualification of a Guard to be Detail at the Branch Premises
b) Security Inspection Procedure
c) Security Procedure in Case of Back Robbery
d) Security Procedure in Case of Bank Bomb Threat
e) Emergency Response Team Organization Chart
VI. ANNEXES
Annex A: Definition of Terms
Annex B: Security Equipment Standards
Annex C: Incident Report Template
Annex D: Risk and Issue Escalation
Annex E: Alarm Testing Procedure
Annex F: Alarm Testing Report Team
VII.SECURITY OFFICE ORGANIZATIONAL CHART

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I. OVERVIEW
a. Every organization shall have a documented security policy and procedure
manual which shall be approved at the highest level of the organization and
implemented at all appropriate levels of the organization.
b. The Security Manual shall provide the basis of a Security Programmed,
appropriate to the scale of operation of the organization. It shall be the
responsibility of the Top Management of the organization to ensure
successful implementation of the Security Programmed.
c. The Security Manual shall serve as a guide to assist Security Department
Personnel in performing their assigned functions and responsibilities
concerning the Security Systems. This document is confidential and is
intended for use by Security Department personnel ONLY and hence, shall
be held accountable for its safekeeping.
II. SCOPE
This standard recommends practices to be followed for ensuring physical security
in banks and financial institutions and this manual version shall not address all
management of Security Systems – the Alarm System and the CCTV
Surveillance System
a. This standard does not cover internet banking or information security and
the requirements of the Bank with respect to the Physical Security manned
by security agency being outsource to provide security services.
b. This standard is intended to be a guideline and the provisions herein shall
be subservient to all applicable rules and regulations and policies, unless
otherwise mandated by a competent regulatory authority.
c. The Physical Security System of a bank is a function of various factors like
threat perception, location, construction, installed security measures, quality
of security equipment and devices. This standard attempts to take a
comprehensive view of the related factors and specify minimum measures
to ensure desirable functioning of the system.

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III. OBJECTIVE
The principal objective of this code of practice is to prescribe minimum security
measures to be instituted by Enterprise Bank and its branches for the
purpose of:
a. Creating and maintaining a secured environment to facilitate safe banking
transactions,
b. Promoting security awareness among management and staff in all
Enterprise Bank Branches.
c. Minimize crimes and reduce losses,
d. Assisting investigating departments of Enterprise Bank, and
e. Building customer confidence and organizational image.
IV. TERMINOLOGY
For the purpose of this standard, the following definitions shall apply:
a. Branch – Any operating unit of a Bank or Financial Institution dealing with
receipt and disbursal of cash and /or storage of valuables on behalf of its
customers,
b. Branch Heads (BH) – The senior most official of the Branch, under whose
administrative authority the Branch functions,
c. Branch Operations Officer (BOO) – The second on command on the
branch operation, in-charge of on maintenance for the daily operations of
the branch.
d. Administrative Services Department (ASD) – The logistic and
maintenance of the branch that supports the branches on supply and in-
charge to all bank assets.
e. Information System and Technology (IST) – The department whose
function is to keep the banking online thru internet and administratively
linked to the security devices and

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equipment.
f. Strong Rooms (Vault Room) – Any restricted rooms which the important
documents and bank assets should be secured.
g. Security Devices – Any device employed to enhance the security
measures through warning signals or generating evidence,
h. Security Equipment – Any product employed to store and protect
currency and other valuables in the custody of a Branch,
i. Security Manual – A documented Physical Security Policy and
Procedures Manual as described in Paragraph I of this standard, and
j. Top Management – The Management of the organization, or any person
or group of persons representing the Management to execute a specific
task.
k. Security Department – Derived from concrete security policies and
programs which are in line with the organization general policies. The
department acts to provide the Freedom from risk or danger through
example measures and system which enables an authority to control
access to areas and resources in a given physical facility.
V. GENERAL GUIDELINES
V.1 Duties and Responsibilities
The bank shall have a Security Department in accordance to BSP Circular 620
SERIES OF 2008 headed by a Chief Security Officer with appropriate
responsibilities and authority.
That the Security Department shall be the owner of the Security System
Management and shall be responsible for the following:
V.2 Administration
a. Updating and developing the Security Manual and Security guidelines.
b. Procedure for Risk Categorization of branches.

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c. Procedure for installing security programmed, devices and equipment
appropriate to the risk categorization levels at various functional units of
Enterprise Bank
d. The responsibilities and authorities of the personnel involved in
implementing the security programmed at appropriate levels.
e. Procedure for providing initial and periodic training to security staff and
other employees about the organization’s security policy, general
security measures and specific responsibilities appropriate to his/her
level.
f. Special security measures to be taken during off-days or holidays.
g. Procedures for preserving evidence and assisting in identification of
persons committing acts of robbery or burglary.
h. Procedures for ensuring security of strong rooms/vaults.
i. Procedures for comprehensive periodic auditing of all aspects of security
installed at the organization.
j. Monitoring of the implementation of the Service Level Agreements (SLAs).
k. Branches, Cash Centers, and Service Providers to ensure that Security
Program is being implemented and supported.
i. Security Equipment Daily Checklist (outgoing and incoming)
ii. Procedures for selecting, procuring, operating, maintaining and
disposal of security devices and equipment.
iii. Security Equipment Incident Report Forms
iv. Security Equipment Incident Reports Logbook
v. Procedures for maintenance of appropriate records at various
functional levels on implementation, administration and
effectiveness of the security programmed.
vi. Service Report (from Service Provider)
vii. Ensuring that Escalation and Emergency Call are updated.

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V.3 Physical Security
Location and Infrastructure:
V.3.1 Location:
The following measures shall be ensured while deciding about the location of a
Branch and the operational infrastructure therein:
a. The Branch shall not be located in an isolated and/or vulnerable place.
b. The Branch shall not be located in a crime prone area. The Security
Officer of the Bank and the local police shall be consulted to assess the
crime proneness of a locality and their views shall be taken in to account.
c. The Branch shall be located as near to the police station as possible.
d. During site selection, the possibility of any easements within or adjacent to
the facility that could affect the security of personnel or assets should be
examined.
e. Consideration should be given to potential and perceived threats.
f. The susceptibility of the area to natural calamities should also be
considered.
V.3.2 Constructional Requirements
a. The design, layout and site location of buildings should facilitate natural
surveillance by police and the public from the surrounding area (e.g., from
nearby roadways or other buildings) unless this approach is deemed
undesirable by organizational safeguarding strategies.
b. Structurally strong building should be selected for locating Branches. Old
dilapidated buildings which may infringe on security requirements shall
not be used, even temporarily.
c. It shall be ensured that windows do not directly open into areas having
direct access to the strong rooms, storage facilities or sections dealing
with liquid assets.
d. Where windows are unavoidable, they should be fitted with strong grills
embedded into the walls with strong steel rods, angles or flat bars. The
grill shall be so designed as to deny access by human hand through it.

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e. Irrespective of the location or design of the Branches, the strong rooms
shall be built in accordance to the relevant Philippine Standard and in
strict conformance to the guidelines issued by BSP.
f. In cases where strong rooms as per specifications cannot be made
available.
g. Safes shall be adequately embedded in to the walls by strengthening the
walls with 6 inches thick lining all around.
h. The future operational requirements should be considered while
constructing the Branch.
i. In consideration on commercial spaces it should have an accessed “back
door” or emergency exit door.
V.3.3 Entry/Exit
a. In addition to the glass doors, the entrance at the front should have
rolling shutters and collapsible grills.
b. Rolling shutter shall have floor embedded central lock with slots made of
steel. There shall be no gap between the lock lever and the hook of the
door.
c. Hanging locks shall not be used on the rolling shutter in place of the latch
embedded locks.
d. Back door should have a one way locking system and opening should be
pacing outward the building.
V.3.4 Primary In-built Measures
The security measures installed at Enterprise Bank shall be appropriate to
its risk categorization and in accordance to guidelines made available by the
appropriate authorities.
a. Implement / Enforce the Security Program.
b. Ensuring Branches’ and Cash Centers’ compliance to Security Equipment
Standards.

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c. Overall monitoring of the status of the Alarm System and of the CCTV
Surveillance System.
d. Responding to alarm signals and incidents within the agreed duration.
e. Coordination and constant communication with the Security Network.
f. Invoking Contingency Plan and/or Emergency Procedures when
necessary.
g. Performing periodic independent testing and evaluation of the Security
Level / Status of the Branches and Cash Centers.
h. Ensuring that all Branches and Cash Centers undergo Preventive
Maintenance activities within the year.
V.4 OPENING, CLOSING AND ACCESING THE BRANCH
AFTER WORKING HOURS:
The Security Manual of an organization shall document the procedures to be
followed for opening and closing a Branch as well as for accessing the
branch after normal working Hours, both by employees as well as customers.
V.6.1 Opening the Branch
Dual Control Program should be implemented.
I t shall be the primary responsibility of the Branch Head to ensure
appropriate measures in the Branch under his/her authority, this is in
accordance to the Security Programmed by the Security Department of
Enterprise Bank.
a. Examine the premises from the outside to check whether any attempt to
break in to the branch has been made.
b. After opening the main entrance, the security alarm should be switched
on in the day mode.
c. While cleaning of the premises is carried out before the working hours
under the supervision of the nominated officer/ employee, it shall be
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not allowed to customers.
d. The cleaning of the Branch shall be done only by authorized personnel. In
cases where “outsourced” agencies have been contracted to do the
housekeeping functions, the concerned person(s) shall be issued with
proper identity document by the Branch Head.
e. The cleaning shall be done under the supervision of nominated
employees/ Branch Head.
f. If any staff member is allowed entry during this time, it shall be ensured
that he is identified properly. The collapsible door/gate should be closed
and locked immediately after he enters.
V.6.2 Access after Working Hours:
Access to the Branch premises after working hours should be avoided. In
situations where it becomes unavoidable, all following precautions should be
taken to ensure the security of the Branch:
a. After the banking hours, all entrances will be closed and secured from
inside.
b. If any customer is in the banking hall after the close of the business
hours, they should be attended to as expeditiously as possible.
c. Entry of outsiders after working hours shall be allowed only after obtaining
permission from the Branch Head. Under no circumstances, the authority
should be delegated to the guard, watchman, or attender.
d. Whenever a customer is allowed to enter the premises before or after
business hours, care should be taken to identify the person seeking entry
in to the premises. The collapsible gate should be closed and locked
immediately after he enters. Similarly, the collapsible door/gate should be
closed and locked immediately after he leaves the premises.
e. In case the Branch is functioning after normal working hours, the Branch
Head should ensure that at least two or more staff members are present.
f. Strangers or customers whose identities are not properly known shall not
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lunch hours or after working hours.
V.6.3 Closing the Branch:
a. Ensure that the Security alarm and CCTV are switched on and functional.
b. Check that all doors, windows, strong rooms, storages are properly
closed/ locked/ bolted in strict accordance to the procedures outlined in
the Security Manual.
c. Each Branch shall have a check-list of security points to be verified. The
check-points shall be verified and authenticated by a responsible officer
nominated by the Branch Head.
d. Check that all electrical connections, except the UPS, are switched off.
e. Check that all table drawers and cabinets are locked.
f. Operational guidelines on dual control of keys should be strictly adhered.
V.5 Security Training
Every Organization shall provide appropriate training to its personnel on
security measures. The training should be appropriate to the responsibilities
and authorities of the persons concerned.
In the event of a trained person assuming different or higher responsibilities, it
shall be the responsibility of the top management to provide him/her fresh
training appropriate to the new responsibility. This may not be necessary
where the concerned person has already received the required training within
a reasonable period immediately preceding the change.
a. Security measures shall be a part of the induction training curricula for all
classes of employees.
b. Specific guidelines containing Dos and Don’ts in the event of any security
related incident shall be made available to employees on training.
c. Mock exercises shall be conducted to ensure that employees are familiar
with the actions required to be taken in emergencies. The frequency of
such exercise shall be decided in

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accordance to the security policy of the organization.
d. Security trainings shall at least cover the following:
i. Importance of security measures;
ii. Features and structure of the security programmed installed in the
organization;
iii. Knowledge about functioning of the security systems and devices;
iv. Actions to be taken in the event of robbery or burglary;
v. Criteria of a good witness;
vi. Actions to be taken to preserve evidence;
vii. Dealing with threatening messages and kidnappings; and
viii. Measures to be taken in the event of a fire outbreak.
ix. Ensuring that all bank employees’ undergo the Security Awareness
Seminar once a year and that the employees understand the
purpose, operation and location of security devices installed in their
premises.
V.6 INVESTIGATIONS
V.6.1 Internal Audit (IAD)
Coordinating and assessment with Internal Audit Division for conducting
investigations on non-compliance issues on Security Equipment.
Seven (7) Steps of Internal Audit Guidelines.
1. Clearly define the problem.
2. Gather information.
3. Interpret/ analyze the information.
4. Develop solutions.
5. Select the best practical solution.
6. Implement the solution.
7. Evaluate.

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V.6.2 Human Resource Management Division (HRMD)
Coordinating and assessment with HRMD for conducting investigations on
employee – related concerns involving employees, both as assets to be
protected, and as sources of security threats.
Ten (10) Guidelines on Personnel Security:
1. Basic Considerations
2. Applicant Screening
3. Red Flags in a Screening Process
4. Personnel Security Investigation
a. Background Investigation
b. Positive Vetting
c. Profiling
5. Deception Detection Techniques
6. Financial and Lifestyle Inquiry
7. Undercover Investigations
8. Exit Interview as a Loss Prevention Technique
9. Anti-Competitive Clause
10.Security Education
V.6.3 Enterprise Bank Security Department Role.
a) The Security department has a relationship with other department in the total
organization.
b) The Security department is responsible for advising management from
Department Heads, Branch Heads and to line supervisors on all area relating
to the security.
c) The Security department generally acts not only in an advisory capacity but
also offer practical solutions; it provides information, offers suggestions and is
responsible for the end results.

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1. Coordinatingwith outsourceCentralMonitoring Station (CMS)
a. Submission and Safekeeping of the following forms/documents:
1. Security alarms and devices monthly monitoring report
2. Preventive Maintenance Report (from Service Provider)
3. Service Report (from Service Provider)
b. Ensuring that Escalation and Emergency Call Trees are updated
c. CMS Supervisor
1. Supervise the monitoring of alarm security devices.
2. Decides on situation not covered by CMS Security Manual.
d. CMS Operator
1. Monitor all alarm received by CMS.
2. Assist BH/BOO with regards to alarm system, security matters, and
refer them to person concerned with prior clearance from CSO.
CENTRAL MONITORING STATION (CMS)
The OUTSOURCE Central Monitoring Station (CMS) is a key unit of the Enterprise
Bank Inc., Security Office. It is the directly responsible for the security system of the
Bank such as the Alarm Control Monitoring System (ACMS). The outsource CMS shall
be manned by operator 24/7.
Verification of Alarm Signal
Alarm signals may be transmitted due to any of the following:
a. Actual emergency situation
b. Accidental triggering by Branch / Cash Center personnel.
c. Equipment malfunction such that false alarm signal is being transmitted to
Central Monitoring Station (CMS).
d. Testing of Alarm Devices.
a. Branches shall ensure that monthly alarm testing of their devices is being
complied regularly. Panic buttons should be test before banking
transactions while burglar alarms should be test after banking transactions
and before arming of the security alarm panel.
b. Result of the testing shall be confirmed with the CMS to ensure that the
activity has been successful.
c. System logs should be all basis of all validation and review for all alarm
testing.
A. Incident Reports Management
1. Incident Reports may be received from

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Braches for both false alarms emergencies.
2. The operator of the outsource CMS shall transmit a monthly report to the
Chief Security Office of the Bank, particularly stating the alarms triggering, the
date and time and the action taken.
3. Report of outsource CMS Operator for major incidents responded within the
month. Major Incidents may include any remote arming / disarming activity,
citing full details of the said activity.
4. The Service Provider Company shall respond to Branch’s reported problems
within the agreed duration from the time of receipt of the Incident Report /
Telephone Call in coordination with CMS and CSO.
B. Risk and Issue Escalation
The outsource CMS shall ensure good communication across a Security
Network. It consists the following:
a. Chief Security Officer
b. Security Agency
c. Community Frontline Services (Police Station, Fire Station, Hospital, etc)
d. To resolve the Brach’s concerns in the least possible time, the CMS shall
ensure that the above parties respond to the issues within the agreed
duration time.
e. If in case the CMS fails to get a response from the above parties within the
agreed period, the Security Department shall escalate the issue to the
appropriate office.
f. Escalation activities shall be documented in the report’s respective entries in
the Security Incident Reports logbook.
g. While waiting for response from the Security Network, the CMS shall ensure
that risks and issued are mitigated.
C. Contingency Plan
a. The outsource CMS shall ensure that the Branch Security System’s integrity
in maintained at all times.
b. In case a security device fails or if alarm panel is disabled, posting of security
guard shall be made.
c. If in case no security guard is available, the CSO shall raise the critical level
and invoke the emergency procedures.
D. EMERGENCY SECURITY PROCEDURES
I. UPON CONFIRMING OF ACTUAL HOLD UP SITUATION
OPERATOR SHOULD:
a. Immediately contact the nearest police station for assistance.
b. Continuously monitors that status and

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make sure that all important activities are recorded properly.
c. Immediately informs the bank security officer.
d. Inform the security agency provider to assigned ERT Team to standby for
possible assistance.
e. To be always on top of the situation in coordination with the service
providers on cases of alarm responses.
f. Make sure that all information and all data are properly documented for
future reference.
g. The duly operator should immediately submit a written report on the incident
to CSO citing the full details of alarm incident and actions taken.
E. OPERATOR’s SPECIFIC ALARM RESPONSE PROCEDURES
A. Burglar Alarm
I. Type of alarm: TAMPER PROOF (ATM/ALARM PANEL)
ALARM RESPONSE DURING BANKING HOURS
Possible Cause: ongoing servicing by Alarm Service Provider, BH / BOO
personnel opened the panel, Unauthorized Access and Faulted Device.
 Call the Branch / CSO for initial verification.
 Coordinate with the BH / BOO or to the Guard to verify the status of the
Branch.
 Request duty guard for verification code; if ok, advise officer to reset the
panel.
 If confirmed actual hold up situation; immediately invoke the emergency
security procedure.
panel.
 If code cannot disclose; immediately invoke the emergency security
procedure.
 If no telephone connection; Request duty guard for verification code; if
ok, advise officer to reset the panel. If code cannot be disclosed
invoked emergency procedures.
 If devices are faulted, log and report to service provider for service.
ALARM RESPONSE DURING NON-BANKING HOURS.
Possible Cause: Intrusion, Faulted device
 Call BH / BOO for initial verification.
 Reset alarm panel.
 Review DVR recording prior to the triggering of alarm with the
assistance of BH / BOO.

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 Coordinate with the Security Service Provider to inspect the Branch
status.
 Document the incident and file.
II. Type of alarm: MOTION SENSOR
Possible Cause: untimely disarming of the panel during the opening of the
Business Center.
 Call the branch for initial verification.
 If confirmed that Branch under duress; or no answer of call,
immediately invoke the emergency security procedure.
 If confirmed normal status and alarm code; request resetting of alarm
panel.
 Call the branch and ask the duty guard for verification of alarm code if
ok; request BH / BOO to reset the alarm panel.
 If unable to disclose the code, immediately invoke the emergency
security procedure.
 If confirmed malfunction of faulted device; log and schedule for service.
 Document and file.
ALARM RESPONSE DURING NON-BANKING HOURS
Possible Cause: triggered by rodents, objects such as decorations from
ceiling etc., intrusion and defective device.
 Call the BH / BOO for initial verification.
assistance of BH.
 If confirmed that burglary in on-going with other means; immediately
invoke the emergency security procedure.
 Request security agency provider to check and inspect the branch.
 Try to reset the panel and observe for incoming alarms.
 Inform the for possible emergency posting.
 For the defective device schedule for servicing.
 Document and file
III. Type of Alarm: MAGNETIC CONTACT
Possible Cause: untimely disarming of the panel during the opening of the
Business Center.

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 If confirmed that Branch is under duress; immediately invoke the
emergency security procedure.
 Call the branch and ask the duty guard for verification of alarm code if ok,
request BH to reset the alarm panel.
 If unable to disclose the code; immediately invoke the emergency security
procedure.
 If confirmed malfunction of faulted device; log and schedule for service.
Possible Cause: Triggered by intrusion and defective device
 Call the BH / BOO for initial verification.
 If confirmed that Branch is under duress; immediately invoke the
emergency security procedure.
assistance of BH.
 Request verification of Branch status from security agency provider.
 Request security agency provider to check and inspect the Branch.
 Try to reset the panel and observe for incoming alarms.
 Inform the outsource CMS operator for possible emergency posting of
guards and supply them the contact number.
 For the defective device, schedule for servicing
 Inform the outsource CMS operator for possible emergency posting
IV. Type of alarm: VIBRATION CONTACT
ALARM RESPONSE DUIRNG BANKING HOURS
Possible Cause: Tunneling, Accidentally Triggered, Ongoing Construction
within the Vicinity Large Vehicle Passed by, Earthquake
 Call the branch guard on duty and request alarm verification, if Ok
request resetting of alarm panel.
 If coordination to BH has failed, coordinate with the Security Service
Provider to inspect the Branch status.
 Advice guard to check the perimeter of Branch and nearby area.
 If possible tunneling is present in the area escalate and inform the duty
supervisor.

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ALARM RESPONSE DUIRNG NON-BANKING HOURS
Possible Cause: Ongoing Construction within the Vicinity, Large Vehicle
Passed by and tunneling, Earthquake
 Call BH, BOO and CSO for initial verification.
 Reset alarm panel if no untoward incident after inspection.
assistance of BH.
status.
 If there is an ongoing burglary, escalate to the Bank Security Officer
and invoke emergency procedure.
 For the defective device, schedule for servicing.
V. Type of alarm: SIREN CUT
Possible Cause: Intentional of cutting siren, Faulted Device
 Coordinate with the Branch Guard to check devices.
 If coordination to BH had failed, coordinate with the Security Service
Possible Cause: Intentional of cutting siren, Faulted Device
 Call the BH / BOO / CSO initial verification.
status.
B. Robbery Alarm
VI. Type of alarm: HOLD UP BUTTON (HUB)
Possible Cause: Accidentally triggered, Ongoing

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Robbery, Loose wiring, faulted device
 If confirm actual hold up situation; immediately invoke the emergency
security procedure
panel.
procedure.
 If tel. connection; request duty guard for verification code; if ok, advise
officer to reset the panel. If ok, response invoke security procedure.
 If code cannot be disclosed invoked emergency procedures.
 If devices are faulted, log and report to service provide for service.
Possible Cause: Loose wiring, Faulted Devices
 Try to reset the panel and observe for incoming alarms
 If no available SIGNAL request security agency provider to check and
inspect the branch
 For the defective device, schedule for servicing
 Document the incident and file
VII. Type of Alarm; MONEY CLIP
Possible Cause: Accidentally triggered, ongoing robbery, installed wiring is short,
loose screw in the clip, faulted device.
 If confirmed actual hold up situation; immediately invoke the emergency
security procedure.
 Request duly guard for verification code; if km advise officer to reset the
panel.
procedure.
 If no signal or telephone connection; Request duty guard for verification
code; if ok, advise officer to reset the panel, if code cannot be disclosed
invoked emergency procedures.
 If device are faulted, log and report to service provider for service.

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Possible Cause: Faulted Device.
 Reset alarm panel
 Inform outsource CMS operator for the scheduling for repair.
C. Other
VIII. Type of Alarm: AC FAILURE / WIRELESS PANIC (AC TROUBLE)
Possible Cause: Power interruption, power fluctuation and ongoing fire.
 Call branch for initial verification.
 Call BH / BOO to verify the status.
 If coordination to BH had failed, Use BH’s call tree to coordinate and get
more information regarding CMS alert.
status.
 Advise and coordinate with BH / BOO officers and security agency
provider for possible emergency posting.
 Log the name of posted security guard and time of Arrival / Departure.
Possible Cause: Power interruption, Power Fluctuation and Ongoing fire.
 Call the BH / BOO for initial verification
 Check panel connection then monitor the power restoration status.
 If power will not restore after such time coordinate with the Security
Service Provider to inspect the Branch status.
 Request emergency posting to assigned security service provider and
inform the duty CMS OPERATOR and supply the guards contact nos.
for coordination.
 Log the name of posted security guard and time of arrival / departure.
IX. Type of alarm: DURESS DISARM / ARM WIRELESS PANIC

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Possible Cause: Remote of alarm panel accidentally triggered, BC officer is
under duress, Faulted Device
 If normal status per BH for triggered alarm and request for resetting
 If Branch tel. connection failed, call the BC / CC and request
verification code form guard on duty. If no answer, invoke emergency
security procedure.
procedure.
Possible Cause: BH / BOO is under duress
 If it is in normal status per BH / BOO for triggered alarm, requested
resetting.
 If accessing to Branch failed, call the BH/BOO and request resetting.
 If given code was wrong; immediately invoke emergency security
procedure.
 If confirmed normal status, request BC / CC officer to reset the security
alarm panel.
X. Type of alarm: INSPECT FAILURE
Possible Cause: Panel Failure, Panel Configuration Problem, Dedicated line is
being used by the Officer and Dedicated line has no outgoing or no NDD.
 Conduct panel query, if connection was successful, wait at least two
hours for the panel to send inspect report.
 If panel failed to report, verify to BH / BOO Officer if panel is emitting
beeping sound.
 If the panel emits a beeping sound, Advice officer to call Telecom for
restoration of telephone line.
 If panel is not emitting beeping sound, conduct alarm testing to verify
alarm connection.
 Wait for panel to send

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hourly schedule inspection report and check Branch’s IP status.
Possible Cause: Panel Failure, Panel Configuration Problem, Dedicated line is
being used by the Officer and Dedicated line has no outgoing or no NDD.
 Conduct alarm query and check IP status
 If connection and video fails coordinate for emergency posting
 Document the incident and file
XI. Type of alarm: SMOKE DETECTOR
Possible Cause: Fogging or someone smoked inside the premises, faulty wiring,
shorted circuit of electrical equipments.
 Coordinate with the BH/BOO or to the Guard to verify the status of the
Branch.
 Conduct with the Security Service Provider to inspect the Branch
status.
Possible Cause: Triggered by Faulted device and ongoing fire within the
premises.
status.
 If the branch is under fire, escalate to the Bank Security Officer and
invoke emergency procedure.
XII. Type of alarm: LAN FAILURE
Possible Cause: Network down, connection problem between branch and CMS,
DVR is off, DVR cable is disconnected from the network and DVR software and
hardware problem.

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 Verify if network is up and down.
 Call the Officer to check if DVR is on, if off Advice officer to restart
DVR.
Possible Cause: Network down, Connection problem between BC and CMS,
defective UPS, DVR is OFF, DVR cable is disconnected from the network and
DVR software and hardware problem.
 Verify if network is up and down
XIII. Type of Alarm: VIDEO LOSS
Possible Cause: Loose camera cables, Defective power supply and Defective
Camera.
 Check DVR for initial verification.
 Advice the ICT Officer to check the DVR
 Try restart DVR
Possible Cause: Loose camera cables, Defective power supply, Defective
Camera or the camera has been stolen.
 Call ICT for initial verification.
 If it is the perimeter camera that is sending notification, coordinate with
the Security Service Provider to inspect the Branch and CCTV status.
 Schedule the repair of defective device and replacement for the stolen
device.
XIV. Type of Alarm: HARD DISK DRIVE (HDD) FAILURE
Possible Cause: HDD was removed or defective

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 Check the DVR for initial verification
 Coordinate with the BH/BOO or to the Guard to verify the status of the
Branch.
 Remote DVR and check the HDD
 Schedule it for repair.
Possible Cause: Defective.
 Call the BH / BOO for initial Branch verification
 Check the HDD
XV. Type of Alarm: NETWORK FAILURE (IP GATEWAY)
Possible Cause: Network Down, IP Module is not connected or loose cable.
 Check the branch for initial verification.
 Check if the network is up.
 Coordinate with the BH/BOO to verify the status of the Branch.
 Check cables and rest IP module.
 If the connection is still down, check the telephone line (do the
procedure in inspect failure).
Possible Cause: Network Down, IP Module is not connected, Loose Cable and
defective device
 Call BH/BOO for initial verification.
 Check if the network is up.
XVI. ALARMS CAUSED BY SCHEDULED ALARM TESTING.
 Verify if the Branch had coordinated with the CMS re conduct of Alarm
Testing.

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C O N F I D E N
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 Coordinate with the Branch or to the Guard to verify the status of the
Branch.
 If coordination to BH had failed, coordinate with the Security Service
XVII. Type of Alarm: ZONE FAILURE
Possible Cause: Faulted Device, Device is left triggered, Loose Wiring.
 Acknowledge alarm
 Call BH/BOO for visual verification.
 Check with ICT for initial verification by querying the CMS
 Reset alarm panel
 If the zone is still faulted report it to the duty CMS operator.
 Post guard if the faulted zone has motion sensor included.
XVIII. Type of Alarm: NOT GUARD YET
Possible Cause: CMS server is not updated, BRANCH is still open, BH/BOO
forgot to arm the panel.
 Check the branch for initial verification.
 If panel is not armed, check the circuit panel alarm for visual
verification.
 If panel is down, check the branch if they are still one.
 Remotely arm panel if it is left unarmed by BH/BOO.
XIX. Type of Alarm: ABNORMAL DISARM
Possible Cause: Server is not updated of schedule banking days, BH / BOO
officers open the branch.
 Acknowledge alarm
 Check alarm panel for initial verification
 Call BH/BOO to verify purpose of opening
 Inform CMS Supervisor and CSO.

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For Branches / Cash Centers quarters regarding Bomb threat, Fire, Earthquake, Rallies
and other concern not covered by CMS manual, please refer to Security Manual.
FREQUENT TRIGGERING OF SIREN:
 In cases where in the branch encountered frequent triggering of siren device
during weekend/holiday or even during banking hours, that despite several
tries to disarmed/reset by bank officers and CMS operator, still continuously
sounding its alarm which cause irritation to our personnel, clients and even
Branches nearest.
 CMS Supervisor should instruct the guard on duty or the responding
roving/inspector to temporarily cut the wire of faulted siren and immediately
coordinate with security provider for possible emergency posting of guard.
 Operator should automatically call the attention or request immediate service
from our service provider.
 Operator should inform the BC’s/CC’s officer and the operations heads
regarding the incident.
FORCE OPENING:
 Officers responding to the concern branch should always be assisted by
Guard, Security Department Personnel, and Law Enforcement Agency.
 If Operator confirmed the ongoing burglary inside the Branch, responding
Officer should handover the keys to Security Personnel/Guard for force
opening.
EMERGENCY GUARD POSTING:
 If Branch security alarm panel and CCTV systems were encountering problems
due to the power failure/fluctuations, defective alarm panel or device, in which it
affects the functionality of the Branch’s alarm and CCTV systems. Wherein duty
operator cannot access the Branch and unable to query Branch’s status.
 Due to incoming Typhoon, Flood, Earthquake, Threat in the area and other
natural emergency situations.
 Renovations, repair and upgrading of systems as per request by ICT department.

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VI.PHYSICAL SECURITY:
Security Guards Qualification:
a) Must no below 18 years old but not more than 55 years old.
b) Must possess security guard license to exercise profession.
c) If possible have undergo Bank Security Training/Seminar
d) Must pass the neuropsychiatric test
e) Must be negative from any prohibited drugs
f) Must possess the qualification required under Republic Act 5487, as amended,
but must be free from any derogatory records from any of the law enforcement
agencies of the government or any of its instrumentalities and that the guards
must be duly licensed by the Philippine National Police.
g) Must be polite, courteous, and honest and always observe proper hygiene and
grooming.
SECURITY INSPECTION PROCEDURE:
a) ACCESS CONTROL MEASURES AND IMPLEMENTATION
a. Ingress and Egress Points
Security guards will institute control measures in controlling the entry of persons
and entry and/or withdrawal of materials, supplies, equipment and other items into
or from the branch.
a. The security guards will politely greet, salute any client, employee, staff and
VIP’s the premises and require to present the valid picture ID’s of the concerned
individual when necessary.
b. The security guards will politely greet, salute any visitor/s with or without vehicle
entering the premises and required the concerned individual to present the valid
picture ID’s with dated expiration and must have sign in the logbook covering
their purpose and duration of the transaction and conduct 360’ degrees
inspection of the equipment’s and record it on the logbook.
c. Outgoing materials, supplies, equipment and other facilities of any nature must
be covered y a withdrawal slip duly signed by authorized personnel without
which, the guard will disallow their exit and report the same to the management
for appropriate action.
d. Guest and visitors are required to pass submit themselves and any times carried
by the guest for inspection of prohibited weapons through metal detector and
deny entry inside the premises of person/s or guest with possession of deadly
weapons, prohibited drugs, chemicals and other

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materials which may be considered to be detrimental to the security and safety
of other guest interests, by this we eliminate or minimize the entry of potential
risk and hazards inside the site unless a written authority or permission is
obtained from duly authorized official that subject materials are needed as part
of their activities.
e. Installation of Safety Symbols / Emergency signage and
f. Designation of Loading / Unloading areas to prevent and eliminate traffic
congestion and vehicular accidents.
g. Outgoing Garbage and waste materials, supplies, equipment and other facilities
of any nature must be inspected by the assigned security guard prior to hauling
and departure of the Garbage Truck, the guard will disallow their exit and report
the same to the management for appropriate action.
Traffic Movement Control and Parking
a) SG, shall manned the parking instructing vehicle drivers to follow directional
signage leading to the parking area.
b) Installation of Safety Symbols/ Emergency signage and designation of Loading /
Unloading areas to prevent and eliminate traffic congestion and vehicular
accidents.
Visitor Procedures
a) Implementation of wearing ID’s if applicable with corresponding colour coding for
all visitors where he/she has a transaction/s for easy detections and monitoring
by the roving guard in case of breach on confined area.
Deliveries
b) Designate receiving area near the entrance for control and conduct of physical
inventory before allowing ingress inside the site.
Monitoring and Surveillance
a) Beef up to routinary roving patrol of roving guard
b) Implement guard touring system for the roving guards to check the following:
1. All park vehicles (visual inspection only)
2. Identification of Fire Hazard Materials
3. Apprehension of any loiterers.
4. In any case that require apprehension of persons suspected to have
committed an illegal act, the security officer must closely coordinate with the
nearest police authorities to carry out the objective.

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CROWD CONTROL GROUP
The crowd control group shall be responsible in neutralizing, pacifying, and
controlling an illegal act, and behavior of any group of people or guest. They shall
observe and exhaust all peaceful means in controlling the chaotic crowd. Maximum
tolerance shall be observed.
SECURITY PROCEDURE IN CASE OF ROBBERY:
a) Before a robbery
 Know the operation of the alarm system
 Carefully observe loiterers
 Be identification conscious
 Maintain PNP contact numbers
b) During Robbery
 Remain Calm
 Follow the instruction of the robbers, but do not anticipate their command
and do more than told
 If condition is SAFE, activate the alarm
 Be observant while the heist is in progress, but do not look at the eyes of
the robbers
 Know their direction after they leave the bank
c) After the Robbery
 Attend the wounded if there’s any,
 Close the Bank door and lock
 Contact PNP nearest station
 Do not give statement to press people unless cleared by the top
management or the security officer. Statement shall be given only to
police investigator.
SECURITY PROCEDURE IN CASE OF BANK BOMB THREAT:
In case of telephone bomb threats: observe the following:

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C O N F I D E N
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 Remain calm and courteous. Try as much as possible to obtain
information from the caller on the following:
a) Where is the bomb
b) When is it going to explode
c) What type of bomb
d) Why did you place a bomb
 During conversation with the caller, take note on the following:
a. Callers Accent and his voice
b. Listen on the surrounding in the place of the caller

Enterprise_Bank_Security_Manual_2.doc

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Enterprise_Bank_Security_Manual_2.doc