2. Safety, comfort & welfare
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3. OUTLINES:
> Private Security Industry
> Communication and Customer Care
> Health & Safety
> Fire Safety
> Emergency Procedures
5. Security
“a state or feeling of being
safe and secure”
The Private Security Industry
“provides manned and technical
protection to premises, people and
their property”
6. Security is provided in three ways
Manned Security
Physical Security
Systems
1
2
3
7. Where one or more
security operatives work
on a site providing both
a deterrent against
crime and an immediate
response to incidents as
they occur.
Manned Security
1
9. Electronic and other
technical systems to
monitor premises for
crime and other dangers,
such as intruder alarms,
fire detection systems
and closed circuit
television (CCTV)
systems.
Systems
3
10. Door supervisors
Security officers
Cash and valuables
in transit operatives
CCTV operators
Close protection operatives
Vehicle immobilisers
Any person paid or used to provide any form of
manned security to a client or premises
11. A Door Supervisor carries out
security duties in or at licensed
premises, like pubs and
nightclubs, preventing crime
and disorder and keeping staff
and customers safe.
12. A Security Officer guards premises against
unauthorised access or occupation, or against
outbreaks of disorder or against damage.
They also guard property against being stolen,
against damage or against otherwise being
dishonestly taken or obtained
They may also guard one or more individuals
against assault or against injuries that might be
suffered in consequence of the unlawful
conduct of others
This includes providing a physical presence, or
carrying out a form of patrol or surveillance to
deter crime.
13. Key holding is where a security officer keeps
custody of, or controls access to, any key or
similar device for operating (whether
mechanically, electronically or otherwise) any
lock.
14. Cash and valuables in
transit operations refer to
guarding property against
destruction or theft whilst
using secure
transportation of the
property in specially
manufactured vehicles.
15. CCTV operators carry out guarding
activities using closed circuit
television equipment, to either
monitor the activities of
members of the public in
a public or private place,
or to identify a particular
person. This includes the
use of CCTV to record images
to be viewed on non-CCTV
equipment
16. Close Protection is
guarding one or more
individuals against
assaults or injuries that
might be suffered in
consequence of the
unlawful conduct of
others.
17. Vehicle immobilisers are security operatives
who either move vehicles, restrict the
movement of vehicles using a device, or
release vehicles after demanding or
collecting a charge.
18. It is very important that security operatives
appear professional at all times
Clients and members of the public expect
security staff to act in a certain way.
20. Over half a million people
Contributing over £6
billion per year to the UK
economy
One of the few growing
industries
Operatives are usually
employed by security
companies, who supply
staff under contract
Some are in-house
(working directly for the
client).
21. Depending on the size of the security company,
progression can include any of the following
positions:
Owner
Security operative
Supervisor
Team leader
Area manager
Regional manager
Director
Other support roles
within these
companies include
trainers, assessors,
account managers
and a variety of
specialist roles
22. Security companies and individual security
operatives work with a number of other ‘key
bodies’ in their efforts to protect clients and
prevent crime
These bodies fulfil
different functions,
but all play a role
in the provision of
general security.
23. Security operatives should
work closely with the
police service as they are
considered to be part of
the wider police family.
24. “Ensures that private security operatives
are fit and proper persons who are
properly trained and qualified to do their
job”
26. Security operatives regularly come into contact
with members of the public during the course of
their duties
They also regularly interact with other members
of staff and people from other organisations
Effective
communication
is vital
29. The words we use
are obviously
important, but so is
the tone in which
we use those words.
It’s not just what we
say, but how we say
it that counts.
“when we interact with another person using
words and tone to convey our message”
30. “is everything else that we do when we
communicate with another person on a
face-to-face basis”
How we stand, what we are
wearing, how close we are
to the other person, eye
contact, how we use our
hands, other body gestures
– these all help us to convey
our message.
31. Within the workplace we
will also be conveying
messages using written
communication, in the
form of reports, letters
and e-mails.
32. Effective communication helps us to:
Get the job done
Create a good impression
of ourselves
Create a good impression
for the organisation
Reduce incidents of conflict,
aggression or violence
…in the workplace
33. Communication skills play an important role in
how we interact with our colleagues,
supervisors and managers
Treat all members of staff with courtesy and
respect, and expect to be treated in the same
way
Good communication with our
colleagues is essential
…in a team
36. These include:
Visitors to the site
Workmen
Delivery drivers
The emergency services
Neighbours
Members of the public.
37. Keep in mind that all customers:
are individuals
have differing needs and expectations
may be from different culture, religions & age
groups
Personal values are formed as you grow up and
are affected by:
Birthplace
Where you live
Upbringing
‣ Friends
‣ Family
38. Security Operatives need
to take into account other
people’s values, and try to
choose the most appropriate
and effective way of dealing
with them
40. One of our main roles as
a security operative is
looking after people
How we treat people
when we deal with them
is very important
Customer care is all
about
how we deliver our
service,
how we provide security
to our customers on a
day-to-day basis.
41. Be professional with every customer
Be approachable
Concern yourself with the customer’s
needs
Treat customers as you would wish to be
treated yourself
Go out of your way to help customers
Leave customers pleased with how you
have dealt with them
42. Using poor communication skills
Showing a lack of commitment
Expressing a lack of concern
Not listening to the customer
Making jokes or being rude
Ignoring or failing to
acknowledge the customer
Appearing bored or impatient
Failing to do what you have
promised.
43. Communicating effectively
is an important part of
delivering customer care
Speak to customers in a
way that is appropriate to
them, shows
professionalism and gets
the job done.
45. Make a good first impression
Acknowledge them straight away
Be polite
Show that you want to help them
Find out how you can assist them
Decide on the best course of action
Use their name if you know it
Make appropriate eye contact
Use clear speech.
46. To leave the customer feeling that they have
been dealt with professionally, correctly and
personally.
CQ
48. Every year thousands of
people have time off
work due to injuries that
could have been avoided
if Health & Safety
procedures were better.
Health & Safety
procedures are there to
keep us all safe.
49. Carry out a risk assessment
Do what they can to remove or reduce those
risks
Provide safety equipment
Ensure safe working practices
Provide relevant instruction and training
Provide suitable personal protective clothing or
equipment
There may be a written Health & Safety policy,
or even a safety committee
50. Take reasonable care of their
own Health & Safety
Don’t do anything unsafe
Follow the organisation’s
Health & Safety policy
Obey all safety instructions
Use protective equipment properly
Follow the organisation’s/site’s
emergency procedures.
51. Good Health & Safety practices help
reduce hazards & risks.
“… anything that
has the potential to
cause harm.”
“… the chance that
harm could happen in
certain circumstances.”
A hazard is A risk is
52. Good health and safety practices are all about
reducing hazards and risks
“The identification of hazards, the calculation
of risk and the reduction of that risk, either
completely or to an acceptable level.”
53. REVIEW AND REVISE AS NECESSARY
IDENTIFY HAZARDS
IDENTIFY THOSE WHO MAY BE HARMED
EVALUATE RISK BY CONSIDERING EXISTING PRECAUTIONS
RECORD THE FINDINGS
PRINCIPLES OF RISK ASSESSMENT
1
2
3
4
5
54. Can the hazard be eliminated?
Can the cause be substituted by something with a reduced risk?
Can the hazard be enclosed in some way?
Can the hazard be isolated?
Would ventilation reduce the risk?
Could the amount of exposure time be reduced?
Would additional training reduce the risk?
Would PPE help?
Would first aid facilities help?
55. Slips, trips and falls
Injuries from poor lifting and carrying techniques
Misuses or abuse of machinery
Sharp objects like needles and knives
Violence and assaults
Diseases
Hazardous chemicals
Noise pollution
Moving vehicles
Locked or blocked fire exits
Overcrowding
Fires, floods and other emergencies
The elements.
Typical risks and hazards found
in the workplace
56. Waterproof clothing
High-visibility clothing
Headwear
Gloves (needle-proof/slash-proof)
Rubber gloves and face shields
Stab-resistant vests
Metal detectors (searching)
Ear defenders
Eye protection
Safety boots
Radios and mobile phones
Torches.
58. Manual handling
Unsafe loads
Physical lifting, pushing, pulling
Can cause:
Fractures
Spinal disc
injuries
Trapped
nerves
Burns
Hernias.
Damage to
muscles
Damaged
ligaments &
tendons
Abrasions
and cuts
59. Load Individual Task
If it is too heavy,
can it be
lightened or split?
If it is unstable,
can handles be
fitted or the load
be reapportioned?
Environment
Consider the
capability of the
person. Are they
strong/fit
enough? Are they
adequately
trained for the
task?
Does the task
involve
stretching,
twisting or
bending? Can
machinery be
used or can team
handling be used?
Where the task
takes place. Is the
floor slippery or
uneven? Can the
layout or floor
condition be
improved?
L I T E
60. Stop and think
Position the feet
Bend the knees
Get a firm grip
Keep a straight back
Raise the load with the legs
Keep the load close to the body
The easiest way is not
always the safest!
61. All workplaces have safety
signs and by
understanding their
meaning, it helps security
personnel to keep
themselves, their
colleagues and their
customers safe
They are colour-coded and
have specific shapes
according to their
meaning.
62. This sign is used to tell
people they must not do
something.
67. “The assistance or treatment
given to a casualty for any injury
or sudden illness, before the
arrival of an ambulance, doctor
or other qualified person.”
69. suitable first aid facilities
for employees and
customers
first aid equipment
first aid training.
70. Ensure your own safety
Assess the situation
Control the situation
Diagnose the situation
Save life (treatment)
Obtain assistance.
71. Danger Make sure the area is safe before you approach
Response Check to see if the casualty responds to verbal
command or a pain stimulus (shake of the shoulders)
Shout for help
Airway Open the airway by tilting the head back
and lifting the chin with two fingers
Breathing Look, listen and feel for normal
breathing for up to ten seconds
Bleeding Check for major bleeding and
treat accordingly
Shock Keep a lookout for signs of shock
and treat accordingly.
72. Know your workplace’s policy for providing first
aid
Know what you are expected to do in a medical
emergency
Know who the qualified first aider is
Know where the first aid
equipment/room is
You may be required to undergo
training.
75. Which service you require
The telephone number you are calling from
(in case you are cut off or for a call back)
Your exact location
(address)
Type of incident
Number of casualties
Extent of the injuries
Any other dangers or hazards
76. Following an incident (medical or otherwise):
record details of the incident
use the accident book
may be required for insurance/investigations
77. Security operatives dealing with serious
accidents/injuries must ensure that:
proper first aid is provided
a supervisor/manager is informed
the Health & Safety Officer receives
correct information
that the accident book is filled
in correctly
84. Be mindful of fire safety generally
Ensure that all non-essential
electrical equipment is switched off
Ensure that electrical wiring, plugs
and sockets are sound, correctly
fused and not overloaded
Ensure that cables and wires do
not run under carpets or where
they can be trapped under
furniture and overheat.
85. Report faulty electrical
equipment immediately
Ensure electrical
equipment is tested
regularly
Keep electrical
equipment away from
sources of heat
Remove waste regularly
Keep combustible
materials to a minimum
87. Security operatives (as employees)
must:
take care of their own
health & safety
take care of the safety
of others
cooperate with employers
in relation to fire safety
90. Red body
Suitable for use on Class A
fires, wood and paper, etc
Not suitable for combustible
liquids, cooking fats, etc
Not safe to use on fires
involving electricity
Extinguishes by cooling
Remove pin, squeeze
trigger and aim at the
base of the fire.
91. Red body with black label
Best on Class B fires
Safe to use on electrical
fires
Extinguishes by reducing
oxygen levels and cooling
Not to be used in confined
areas - can cause
asphyxiation
Remove pin, squeeze
trigger and aim.
92. Red body with cream label
Suitable for Class A and B
fires
Not suitable for electrical
fires
Extinguishes by cooling and
sealing the surface of a
burning liquid
Remove pin, squeeze trigger
and aim (not directly at the
fire as the foam may cause
the liquid to spread.)
93. Red body with blue label
Best on Class B fires but
safe to use on any type of
fire
Extinguishes by chemically
interfering with the
combustion
Do not use in a confined
area due to inhalation
Remove pin, squeeze
trigger and aim at the edge
of the fire.
94. Red body with a yellow label
Specifically designed for use
on cooking oil/fat fires
Can be used on Class A fires
Extinguishes by smothering
and cooling (a fine nozzle
creates a mist spray which
reacts with the oil/fat)
Do not use on electrical fires
Remove pin, squeeze
trigger and aim.
95. Label is usually red or white
For use on any type of fire
but best on small contained
Class B fires
Extinguishes by smothering
Normally used in kitchens
When using, wrap some of
the blanket around hands
and raise up to protect face.
Place over pan and leave
in place. (One use only).
96. Water
Suitable for use on Class A
fires, wood and paper, etc
Not suitable for
combustible liquids,
cooking fats, etc or on fires
involving electricity
Extinguishes by cooling
Some hoses activate
automatically when
unreeled, if not, turn
on the water supply.
98. Fire alarm procedures
Fire evacuation
procedures
How to raise the alarm
The location of fire exits
Location and types of fire
fighting equipment
How to use the
equipment.
99. The alarm has been raised (call points
should be located on emergency escape routes)
The emergency services have been contacted
The fire is not spreading and is confined
You have a clear escape route, not threatened
by fire
You have selected the correct extinguisher
You have been trained to use an extinguisher.
Only attempt to fight the fire if:
100. It is bigger than a wastepaper bin size
You need more than one extinguisher
The room is filling with smoke
Gas cylinders or chemicals are involved
Your efforts are not reducing the size of the fire
IF IN DOUBT, GET OUT!
101. Select the correct
extinguisher
Pull the pin to break the seal
Holding the extinguisher
upright, squeeze the trigger
Test the range and content
(away from the fire)
Then aim at the fire
using a side-to-side
sweeping motion.
102. Fire exits are not locked or
chained
Fire exits are clear inside and
out
Fire extinguishers are in
correct place and ready for
use
Occupancy figures are not
exceeded.
103. prevent or
reduce the spread of smoke
and flames between rooms
unless they can
be closed electronically if fire
alarm activates.
Internal fire doors
Keep them closed
104. are a vital means of
escape during a fire or other
emergency
marked,
unlocked and unblocked
– inside and out.
Fire exits
They must be
105. In an emergency, fire doors (shown in brown)
slow down the progress of fire and
smoke whereas fire exits
(shown in green)
allow people to
safely exit
the building.
106. Outward opening
doors allow a safe
exit from a venue
Inward opening
fire doors are only
allowed for small
rooms
Unless
electronically
controlled all fire
doors should be
kept closed.
111. Evacuation method 1
The most urgent
evacuation requiring
customers to leave using
all available fire exits
Evacuation method 2
If the evacuation is less
urgent (e.g. cancellation of
entertainment) customers
could be allowed to exit
using just one door.
112. Ensure that customers and staff leave the
building via the safest exit
Be ready to assist vulnerable people:
◦ children
◦ elderly
◦ physical or mental difficulties
◦ language difficulties
◦ drunk/drugged
113. Panic, anxiety, etc
can cause people to
not understand the
danger
May not know
where the exits are
Think it may be a
drill.
114. Discover emergency
Inform staff
Inform customers
Direct customers to nearest/safest exit
Check premises are empty
Ensure clear access for emergency services
Assist emergency services as required.
116. Be Fire Safety
conscious
Know your Fire
Emergency
procedures
Know your Fire
Assembly Point
Know where
firefighting
equipment is
kept, and how
to use it
Report any Fire Hazards.
118. “An emergency is any
unplanned incident that is
so serious that it must be
dealt with immediately”
CQ
119. Fire
Flood
Power cut
Gas leak or explosion
Chemical spillage
Traffic accident
Fight/assault
First aid incident
Serious crimes
Bomb threat
Suspicious package
121. Fires, floods, power cuts, gas
leaks, chemical spillages…
Activate alarm
Evacuate the site/premises
Call for the emergency
services
122. Ensure no-one smokes
No lights/appliances to be switched on
Open doors and windows
Turn gas off at the mains
123. Usually dealt with by the police
An ambulance may also be required if serious
injuries are sustained
124. May be dealt with by
removing the instigators
from the site/premises,
by calling the police or
by making arrests if
serious injuries are
sustained
First aid may also be
required.
125. Staff or visitors/customers
who are injured or become
ill, should be dealt with by
a trained first aider
In serious incidents an
ambulance should be
called
126. If they occur on
site/workplace, they
would normally be
dealt with by calling
the police
Containing any
suspects and crime
scene preservation
must also
be considered.
127. Bomb threats and suspicious packages must be
dealt with seriously, by:
◦ Raising the alarm
◦ Evacuating staff and visitors/
customers via the quickest
and safest exit
◦ Calling the police
128. “The use of violence,
threats and
intimidation in the
pursuit of political
aims”
It is used to create a
climate of fear within a
population, with the
intent of bringing
about a particular
change
129. They may target
one particular organisation/nation/people
for a specific reason
or
may be more indiscriminate
in their targeting
International Domestic
or
130. what is currently happening around the world
and in your particular area
any recent terrorist attacks or threats
the location of your own site/premises in
relation to other possible targets nearby
whether the site/premises itself is famous or
important in its own right
the vulnerability of the site/premises to attack
the current level of threat nationally.
133. Be vigilant at all times
Maintain good housekeeping
Use suitable physical security measures
Regular, obvious patrols of the site/premises
Strict access control procedures
Effective search procedures
Visible use of CCTV systems
Report suspicions to managers immediately
Reduce the chances of a site/premises becoming a
target
134. Ask the caller questions. Try to find out:
what type of bomb it is
where it is
what it looks like
when it is due to go off
why the site was targeted
which terrorist organisation
is making the threat
name/address/telephone number/
location of caller.
Use a bomb threat check list
135. High explosive devices
(bombs left in packages or luggage)
Car bombs (explosives in vehicles)
Incendiary devices (fire bombs)
Postal bombs (envelopes and parcels through the
post)
Person-borne devices (suicide bombers)
Chemical, biological and radiological devices (dirty
bombs).
136. DO NOT
Touch it
Lift it
Move it
Open it
Pour water on it
Put anything on top of it
Try to diffuse it
Attempt to use or disconnect any visible wires
Use a radio or mobile phone near to it.
DO NOT interfere with the package
137. A particular interest in the outside of the
site/premises
An interest in the CCTV systems
Taking pictures of the site
(overtly or covertly)
Making notes or drawing
diagrams of the site
Taking an interest in the
timings of activities
False alarm activations
(testing response times)
Damage to perimeter security
138. Attempts to disguise identity
(hats, hoods, etc)
Trespassing with no good reason
Asking unusual questions about
the site/premises or security
arrangements
Nervousness
Reluctance to be noticed or seen
Report suspicious behaviour to a site
supervisor or manager. The police may
need to be called to investigate
