Distance Learning Manual Enterprise

Distance Learning

Working in the Private Security Industry

DISTANCE LEARNING MANUAL Working in the PSI

Enterprise Security & Safety Training Ltd 2

Contents

Introduction Page 3

Communications/Customer Care Page 4-9

Emergency procedures Page 10-14

Fire Safety Page 15-21

Health & Safety Page 22-31

Law Awareness Page 32-40

The PSI Page 41-48



Introduction

This distance learning manual has been designed to meet the NOCN distance learning criteria for the

common unit (Working in the Private Security Industry).

A minimum of 5 hours self study must be achieved prior to your SIA compliant course.

Self study guidance:

1. Plan your study time in advance

2. Work through the manual in a logical order

3. Answer the self assessment questions at the end of each module

You will be required to complete an assessment on the first day of the SIA compliant course.



Communication Skills & Customer Care

Introduction The most vital element of any company is its people; you represent the public face of your company whenever you are on duty. Excellent customer care and effective communication skills will make your job easier and will help build and maintain a positive reputation for you personally and for the company you work for. These skills are extremely valuable, both personally and professionally to you. You are far more likely to present a positive and professional image if people around you can see that you are approachable and interested in what they have to say. It’s important to keep calm and level-headed in all situations too – doing this will give you the ability to work through any issues with a positive, ‘win-win’ situation as the end result. These skills are also linked to other areas of professional practice such as equality and diversity and health and safety. By putting effective communication skills in place at the beginning of a conversation you could be protecting the health and safety of not only yourself, but others around you too. Let’s look at a scenario now: A prospective customer has an appointment at your workplace. He walks up to the reception and tells the employee he is here for his two o’clock meeting, but he can’t remember the name of the person he is here to see. The employee is busy on a call and doesn’t look up or acknowledge the customer for some time. When he does look up and speak, he has that “go-ahead-and-make-my-day-expression”. His tone of voice cannot hide his irritation that he is going to have to assist the customer in finding out the name of the person he is here to see. This brief interaction is a negative moment of truth for this potential customer. It doesn’t end there. The negative impression he has of the employee is unwittingly applied to the rest of the company he works for. It may not be entirely fair, but it is the way customers think. It’s called customer logic. Now imagine the opposite situation. The customer walks in and the employee immediately looks up and greets him with a smile, and says: “I will be with you in a moment” and then after finishing the phone call says, “Good morning how may I help you?” When the customer explains that he can’t remember the name of the person he is here to see, the employee immediately makes some phone calls to assist the customer and then, when that is resolved, he offers the customer a cup of coffee or tea while he waits. This positive moment of truth gets the customer on the company’s side and paves the way for successful meeting. Here are a few examples of how to create positive moments of truth:

Become more aware of your facial expression when a customer approaches you. Customers often judge our mood on how we look when they approach us

Answer the phone with a greeting before identifying yourself. Doing so starts the conversation on the right foot Don’t take it personally when a customer complains, it’s valuable feedback

Always offer options when you can’t give the customer exactly what they want. Customers

can live with a ‘no’ if it is softened by an alternative. Elements of the Communication Process At first, it may appear that face-to-face communication consists of taking it in turns to speak. However, communication is much more complex than that. We communicate in different ways such as written, body language (NVC) and spoken. It can be seen that people resort to a variety of verbal and non-verbal behaviour in order to maintain a smooth flow of communication.



The basic communication model is set out below: The sender, when sending a spoken message, will encode the message by putting it into words. The receiver will decode the message by listening. The final step in this process is that the sender and receiver will check the understanding of the message is mutual and correct. The usual case is that most people assume that they make themselves clear and are easy to understand so; “if there's a problem, it's with the other person, not us.”Similar to driving a car: we're always the good, safe, careful driver; it's the other driver who's at fault. Think of how many times you've said, or heard others say:

"But I thought you meant...." or "I assumed you were talking about...." or "No, you've completely misunderstood what I was saying."

Sometimes communication requires really hard work to make ourselves clear and to get ourselves understood by others. Take the words on this page for example; we're assuming that you're reading and interpreting them with the same meaning as they were written but we can’t be completely sure! What we can do is to take responsibility for making our words as clear as possible. Methods of Non Verbal Communication (NVC) “While I am speaking the customer is expected to listen and wait patiently until I have finished!” On closer examination it is known that people resort to a variety of verbal and non-verbal behaviour in order to maintain a smooth flow of communication. Such behaviour includes head-nods, smiles, frowns, bodily contact, eye movements, laughter, body posture, language and many other actions. The facial expressions of customers can provide valuable and insightful feedback. Glazed or down turned eyes indicate boredom or disinterest, as does fidgeting. Fully raised eyebrows signal disbelief and half raised indicate puzzlement. Collective posture of groups can indicate their attitude towards someone and is something we should all be sensitive to as this can act as a pointer to their mood. Their faces usually give a good indication of how they feel, and a good working knowledge of the meaning of non-verbal signals will prove invaluable to you. Channels of Communication In face to face communication we communicate through three channels. Channel of Communication Percentage Words 7% Tone 38% Non Verbal Communication 55% Collectively, the above figures tell us that over 90% of communication is not what we say but how we say it. Words only count for 7% whilst NVC is over half of the way we communicate.



Common Barriers to Communication Difficulties in communicating with a customer may be due to a number of issues: The customer’s view of something is different to yours: The customer may jump to a conclusion instead of working through the process of hearing,

understanding and accepting The customer may be under the influence of drugs or alcohol The customer may lack the motivation to listen to you due to discomfort from illness, pain or

cold You may have difficulty in expressing what you want to say to the customer

Emotions may interfere in the communication process There may be a clash of personality between you and the customer

These blocks to communication work both ways and you need to consider the process of communication carefully. Principles of Customer Care Every customer service interaction has a beginning, middle and end. Beginning Make a good impression Show that you are ready to assist Show that you are willing to help

Middle Find out the customer’s needs Get all the information the customer may need Find a satisfactory conclusion/solution

End It is important to leave the customer with a good impression of: Yourself Your company

Who Are Your Customers? Internal

Your employer Your colleagues Your contractual employer Your contractual employer’s employee

These are the people who work inside your company; they rely on you for services and information that they need to get their jobs done. They are not traditional customers yet they still need the same care that you give to external customers. By expanding your definition of customer to include internal customers, you are taking that vital step towards excellent service. External

Visitors Delivery personnel Police/emergency services Neighbours Telephone callers



These are the people you deal with, either face to face or over the phone. They are customers in the traditional sense of the word. Without them, there would be no business, no pay slip at the end of the week or month. What is Good Customer Service? Private security operatives work in a service industry, delivering customer care, but what does customer care mean? Customer care means: Being professional with every customer Surprising yourself with how much you can do Concerning yourself with your customers’ needs Looking after customers as you would wish to be looked after yourself Discovering new ways to assist those you serve

What is Bad Customer Service? Poor communication skills Lack of commitment and confidence Poor attitude towards customers Not listening and giving feedback to the customer Lack of training

How to Maintain Good Customer Care How do you maintain good customer care? Here are a few pointers: Be professional Use the customer’s name Say please and thank you when asking customers for information Make eye contact when you greet the customer Explain your reasons when you have to say no to a customer’s request Be approachable, show your interest in the customers’ needs Take pride in your work and environment Let them know what their options are Do not criticise your colleagues and company Smile, it doesn’t cost anything

Private security operatives should try and understand things from a customer’s point of view and identify possible sources of irritation. Some will be obvious, others less so. Just be aware of them. Customers should always be listened to and no reasonable request refused.

Types of Behaviour Behaviour can be modified through training, thought and consideration of others. There are 3 types of behaviour Assertive (positive) Aggressive (negative) Passive (negative)



Assertive Behaviour (Positive Behaviour) Making eye contact Stating clearly what you want Making decisions for yourself Acknowledging other peoples’ view points Being firm, but fair Having a relaxed posture and facial expression Using clear, steady and firm speech Look for ways to resolve problems Being polite, positive and professional

Aggressive Behaviour (Negative Behaviour) Shouting Glaring Threatening behaviour Using sarcasm Interrupting Blaming others Putting others down Stating opinions as facts

Passive Behaviour (Negative Behaviour) Not making eye contact Apologising a lot Rambling speech Agreeing to do things you do not want to do Backing down Not speaking up

Private security operatives should be professional, assertive and polite. Conclusion No matter how busy you are, you only get one chance to make a first impression; it takes a thousand good impressions to make up for one bad one!



Self Assessment Questions

1. What is an example of face to face communication?

A:

2. What is the percentage of words?

A:

3. List the 3 behaviours

A:

4. Which type of customer would a Visitor be classed as?

A:

5. What are the 3 principles that make up Customer Care?

A:



Emergency Procedures

Definition of Emergency “An unforeseen or sudden event, sufficiently dangerous as to demand immediate action” Types of Emergency A private security operative may be involved in the following types of emergency: Fire Flood Bomb threat Break-in Accident involving injury Gas leak Chemical spillage etc

Planning and preparing for all types of emergencies will make a significant amount of difference in the event of a real emergency. Listed below are a number of points to remember: Assignment instructions contain your emergency procedures – they must be read,

understood and signed for Location of emergency telephones Knowledge of radio procedures Fire hydrants and related fire fighting equipment Emergency isolations (Gas/Electric/Water etc) Contact numbers of key personnel Evacuation/Muster points Readily available and up to date maps/plans for the geography of your assignment for

emergency service access Prior knowledge of emergency and alarm points, systems, sounders and lights etc Who the nominated first aiders are and how to contact them By being aware of the items

listed above, you will be able to:

Plan and Prepare to Prevent Poor Performance

Emergency Telephone Calls Dial 999 to call emergency services. The procedure is as follows: Where necessary, dial a prefix to obtain an outside line (0 or 9 etc) The emergency operator will answer the call

You will be asked: Which service you require: answer only police, fire or ambulance You may be asked to give your telephone number (If calling from a pay-phone the operator

will identify the phone number). The number will be checked and then the call will be passed to the appropriate emergency service control room.

You will be asked where the emergency is, plus other questions depending on the nature of

the emergency. Listen carefully to the operator You may also be given instructions by the operator

Do not put down the receiver until told to do so by the operator.



Note. When making emergency calls from mobile phones, remember that your call may be put through to an emergency response centre in a different area from where you are making the call (you need to ensure that you give exact locations – your address etc. can be found in the assignment instructions). Dealing with an Emergency When an incident has been reported, remember the 4C’s. Confirm Clear Cordon Control

Confirm – That there is an emergency. This can be confirmed by: Sending a colleague to report back Use of a radio/telephone to call a responsible person in the area Use of CCTV Activation of electronic alarms

Some indications of an emergency could be: Telephone threat Threatening letter Suspicious item

In all cases, when an emergency has been confirmed, the private security operative should refer to his/her assignment instructions or policy and procedures. Clear – If an evacuation is ordered, you should be able to: Use technical systems installed to alert personnel to evacuate e.g. tannoy, fire alarm,

evacuation sounders etc. Guide visitors from the premises via the emergency exits Close all doors and windows and leave personal belongings (fire) Open all doors and windows and take personal belongings with you unless specifically

instructed not to (bomb threat) Evacuate by direct route Muster at a pre-determined and published assembly/muster point

Cordon A cordon is an access control procedure to ensure that persons do not enter the danger area and will require a number of persons to make it effective. A cordon may also require traffic control to divert vehicles away from the scene. Control There will be a control point established where emergency services will be directed to muster (this is where the emergency can be co-ordinated from). Key personnel, like managers and key-holders, may also be required to attend this point to assist the emergency services. Evacuations It is common for private security operatives to be involved in evacuations; therefore they need to behave in an appropriate way: Understand evacuation sirens/alarms You will stand out with hi-visibility clothing or uniform. Be prepared to give instructions Keep calm (your actions may panic public and/or workers) Be authoritative and professional, but don’t bully people Fully understand the assignment instructions Know the evacuation routes and muster points (Some organisations will have separate

muster points for fire and bomb evacuations)



DO: Be vigilant Use your senses when on duty, looking for signs of anything unusual, smelling different

odours Assist the emergency services, as requested Be attentive to threatening phone calls Look after your own safety

DO NOT: Try to deal with situations on your own Forget to keep Control informed Forget to take notes for reporting purposes Touch anything suspicious

Emergency Scenario Scenario – Bomb Threat Call You work as a private security operative in a city centre building. You take a telephone call from someone telling you that there is a bomb hidden in the building. The tone and pitch of the voice seem to indicate that a young person is speaking. What do you do? Do: Note as much detail of the call, you may find a check-sheet in your assignment instructions or Policy & Procedures. These check-sheets contain some of the following questions Follow your Assignment instructions or Policy and Procedures Make notes, keep the caller as long as possible, Direct a colleague to call the police If alone, call police immediately and follow their instructions Call control Is there any Background noise Is the caller Male/Female Does he/she sound Old/Young Can you recognise any accents Does the caller sound Nervous/Aggressive What was the time of the call etc

Do Not: Delay in calling the police Assume that the call is a hoax Interrupt the caller Attempt to locate the device yourself Forget to keep safe the notes you have made on the check-sheet

Appropriate Responses to Situations Requiring First Aid The Health and Safety (First Aid) Regulations 1981 enforce the condition on employers to provide adequate and appropriate equipment, facilities and personnel to enable first aid to be given to their employees, visitors or customers if they are injured or become ill. Failure to provide first aid could result in serious injury or death. It is therefore vitally important that anyone injured or ill receives attention as soon as possible. The minimum first aid provision of any workplace is: An appointed person to take charge of first aid arrangements A suitably stocked first aid box



First Aider A first aider is someone who has passed a Health and Safety Executive (HSE) approved first aid at work training course. All employers have to inform their employees of first aid arrangements. Signs indicating where first aid boxes and first aiders can be located should be in clear view in potentially hazardous areas in the workplace (such as kitchens, storage sites etc). Your Response to a Situation Requiring First Aid If an incident occurs you should contact the nearest first aider to assist the casualty, or dial 999. Do not rush into any situation without carefully assessing that situation first – ask yourself how the incident has happened, is there any risk to your life or others if you approach the casualty? You should be sure that any hazards that have caused the incident (such as electricity) are no longer present and do not attempt to treat the casualty unless you have received appropriate training. If you are not trained in first aid there are still actions that you can take that can make a big difference. For example, clearing a crowd which may have gathered around a casualty could stop unnecessary distress or further injury being caused and will help to ensure that a first aider or medical staff can assist the casualty without unnecessary obstruction. You can also talk to the casualty to reassure them that help has been called for and is on its way.




Q1: What is the definition of Emergency?

A:

Q2: Which document contains all of the Emergency procedures?

A:

Q3: When an incident has been reported we should remember to carry out the 4 C`s, what do the 4

C`s stand for?

A:

Q4: If you are involved in carrying out an evacuation, list 3 things you must do?

A:

Q5: If you receive a telephone bomb threat call, list 3 things you must not do?

A:



Fire Awareness

Basic Fire Prevention Measures Fire prevention is a critical element in providing a safe working environment. By law, there should be certain measures in place in every workplace such as designated fire exits, fire alarms, fire detection systems and fire extinguishers. Regular fire drills should also be carried out to ensure that all correct procedures are followed and that all staff members are suitably prepared and trained to deal with a potential incident in a safe and correct way. The following should be in place in every working environment: A fire-detection and warning system A way of fighting a small fire (1 extinguisher per 200 metre squared of floor space, at least 1

on each floor) Safe exit routes from the premises

Regulatory Reform (Fire Safety) Order 2005 – Applicable to England and Wales only As of October 2006 fire certificates are no longer required and cease to have any legal status. All companies with employees must carry out a fire risk assessment; the local Fire Authority will enforce the order in most premises. The enforcing authority will have the power to inspect your premises to check that you are complying with your duties under the order. If you have recorded any findings of the assessment the enforcing authority may expect to see a copy. The order places a responsibility on a “responsible person” to carry out a fire risk assessment to ensure the safety of all “relevant persons”. These responsibilities include implementing appropriate safety measures to minimise the risk to life from fire and to keep the assessment up to date. A “responsible person” is defined as an employer, owner or person in control (by way of a contract). A “responsible person” must nominate or appoint 1 or more “competent person(s)” to assist them. Fire and Rescue Authorities are required under the order to inspect business premises within their local area to check compliance with the order. Summary of terms Responsible person – Usually the owner, employer or person in control of the workplace Relevant person – Anyone lawfully on the premises (or in the immediate vicinity) Competent person – Someone who has sufficient training, experience or knowledge to

enable them to carry out measures or activities correctly Fire Risk Assessment The responsible person carrying out the fire risk assessment must consider everyone who might be on the premises whether they are employees, visitors or members of the public. People with disabilities and anyone who may need particular help should be carefully considered; for example, does the workplace have an ‘evac-chair’ to assist in the safe evacuation of people with disabilities in an emergency situation? Nature of Fire Fire does not respect anything or anyone, it kills, destroys, maims, scars and it can leave people jobless, if their place of work is destroyed by fire. For these reasons, the private security operative must have a clear understanding of the causes of fire and methods of prevention, some of which are governed by law and enforced by a local Fire Authority. The private security operative must be aware of how to prevent fires from starting and how to deal with a fire that has started. Fire requires three elements to exist; remove one or more of the three elements and it will cease to exist. By ensuring the three elements do not come together in an uncontrolled way, unwanted fire cannot start.



Three Elements of Fire The three elements are:

Source of Heat Such as the sun, electrical faults, sparks or discarded cigarettes. Solution - Cooled using water or a fire blanket (depending on nature of the fire).

Oxygen 21 % of the air you breathe is oxygen. Solution - Shut doors and windows.

Fuel Anything that will burn: Textiles (wood, paper, cloth) Liquids (petrol, flammable liquids) Gases (oxygen, propane, butane) Metals (aluminium, magnesium) Fats (cooking oil, lard, butter)

Oxygen Fuel Source of heat Solution - cut off the source of the fuel – but only if safe to do so! Remember, remove any

one element and the fire will go out. Fire Progression It is important for the private security operative to understand that fire does progress and that it can do so rapidly. No-one should “stay too long”; as once the fire starts to grow, it can quickly get out of control and become life threatening. Classification of Fire Fire falls into five classes. The material that is burning within it identifies each class. The following are the classes as defined by the Home Office: A Textiles (Wood, Paper, Cloth, etc.) B Liquids (Petrol, Flammable Liquids B1 = soluble, B2 =non-soluble) C Gases (Oxygen, Propane, Butane) D Metals (Aluminium, Magnesium) F Fats (Cooking oil, lard, butter) NB An electrical fire does not fall into any of the above classes nor does it have a classification of its own.



Extinguishers They all serve the same purpose: to eliminate one or more of the elements that permit fire to exist. It is therefore essential to understand which extinguisher is used on which class of fire. All extinguishers manufactured since January 1st 1997 should be coloured RED to conform to EN3. Each extinguisher may have a coloured panel on it up to 5% of the external area, showing the contents using the old colour coding (see below). Some old extinguishers, painted entirely in the code colour, may still be found. However, these are being phased out. There are typically six types of extinguishers to be found: 1. Water filled - colour code panel - RED 2. Powder filled - colour code panel - BLUE 3. Foam filled - colour code panel - CREAM 4. CO2 filled - colour code panel - BLACK 5. AFFF filled - colour code panel - CREAM 6. Wet Chemical - colour code panel – YELLOW Key Points Water based extinguishers, including foam, will conduct electricity. They should never be used on live electrical circuits, such as cookers, computers, sockets and other live electrical equipment. Aim the water at the base of the fire

Foam extinguishers lay a blanket of foam over the burning liquid. Aim the foam at the far side of the fire and encourage the foam to spread across the fire

Powder extinguishers contaminate the atmosphere. In enclosed spaces this can become a serious problem. The dry powder extinguisher can also cause vision to become impaired. Aim at the seat of the fire

Carbon Dioxide (CO2) extinguishers when activated produce freezing cold CO2. Care should be taken when using a CO2 extinguisher on a Class A fire, as there is the

possibility that the force from the pressurized gas may cause the fire to spread Never touch the horn of the extinguisher during discharge Be aware of the noise when discharging if the extinguisher used does not contain a coolant,

such as water, even though the fire may be out, heat will still persist. The chances of re-ignition are very high. That is why the Fire Brigade should be called; they can then ensure that the fire is damped down appropriately.

Remember: it can be hazardous and dangerous to use the wrong extinguisher on a fire. Key Points for Using Fire Extinguishers Private security operatives should: Always read the label on the fire extinguisher Always leave him/herself an exit and ensure it is clear Ensure he/she knows where fire extinguishers are located Know how they operate Know the colour coding Never attempt to fight any fire unless it is safe to do so

Extinguisher Checks Whilst carrying out patrols, private security operatives must: Familiarise him/herself with the location of the extinguishers Periodically check that extinguishers are in the correct location Ensure that they have not been discharged, damaged and the pins are in the correct position Report any defects to the client



Fire Fighting Equipment The Law requires that commercial premises should provide adequate and appropriate fire fighting equipment. The Fire Authority will decide what equipment is required and in what quantity and they will conduct periodic inspections to ensure compliance with the approved requirements. Private security operatives must be familiar with: The location of all fire points The equipment stowed or designated to fire points The types of portable fire extinguishers, their correct use and method of operation

Other Equipment Private security operatives should understand and have a working knowledge of all fire-fighting equipment on their assignment. A risk assessment should have been done and the appropriate equipment designed into the site. Fire Blankets Fire blankets may be effective when used on small fires involving solids or liquids, provided that the blanket completely covers the fire. Gas Based Flooding Systems These systems are usually designed into computer suites, laboratories and other sensitive sites. The theory is that the drench used will put the fire out, causing the minimum amount of damage to equipment. The drench is designed to rob the atmosphere of oxygen, by chemical or other means. They are very effective, so effective that any human being left in the same environment would suffer oxygen starvation hypoxia, and die. Activation of this type of system is usually preceded by alarms and there should be signs informing people what to do in the event of fire. Everyone should evacuate the area without any delay whatsoever and stay out until it is declared safe to re enter. Dry and Wet Risers Large buildings may have a riser system built into the design. They are large bore pipes that rise vertically inside the building. They enable large amounts of water to be delivered on any floor level, saving the need to lay hosepipes. The only difference between wet and dry is that the wet riser is always full of water (primed), whereas the dry riser is only primed in the event of a fire by the fire brigade on arrival at site. Sprinklers Most people are aware of sprinkler systems. The pipe-work is fitted overhead, and spaced, equidistant along the pipe-work, are special valves; sometimes called fuses. When a certain temperature is reached, the valve activates and allows pressurized water to be sprayed below. The distance between each valve is such that when all valves are in the open position, a deluge of water from above covers the entire floor area. Part of the private security operative's duties may be to check and record the water pressure of the system at regular intervals. Once activated, the system has to be shut down manually. The location of the stop valve will be in the site specific Assignment Instructions. Foam Flooding System Foam flooding can be found in places, such as paint stores, anywhere where a large volume of flammable liquid is stored. It enables foam to be pumped into the store from an external position, saving the risk of entry. The inlet valve will be boxed and clearly marked. It should never be obstructed for any reason.



Fire Doors More people are killed by smoke (fire gases), than are burned to death and fire doors are put in place to impede the smoke flow and fire spread throughout the building. They will be clearly marked. Unless they are electronically designed to close in the event of fire i.e. hospital corridors, they should remain in the closed position and unobstructed at all times. Failure to do so is a very serious matter Appropriate Responses on Discovering a Fire Find Inform Restrict Evacuate/extinguish

If a private security operative discovers a fire, the following procedure should be followed: Sound the alarm Call the Fire Brigade and any other emergency services that are needed Inform the control room (if applicable to your sector) Assist in evacuation, if needed

If the fire is small and it is safe for him/her to do so: Attempt to extinguish Never compromise his/her own safety Always leave him/herself an exit

In all other situations, providing it is safe to do so: Attempt to starve the fire of oxygen by securing doors and windows Attempt to starve the fire of fuel by removing combustibles in its path

Where evacuation is needed: Encourage the use of fire exits, where possible Encourage people to move quickly to the Assembly Point Stay calm Do not allow anyone to go back for personal belongings Do not use lifts

At the Assembly Point all personnel should be accounted for, including visitors. If it is operationally possible, meet the Fire Brigade and assist where it is safe to do so. You should be able to offer the Fire Brigade the following critical information: Missing personnel Location of fire Special risks Location of hydrants and main services Location of pumping positions Access and escape routes Fire and alarm panel locations Type of fire

Keep a full record of events in your pocketbook: All timings: time began, time brigade called, time arrived All names: senior fire officer, witnesses, police

Possible cause of fire, location, damage and your actions



Fire Evacuation Procedures On discovery of a fire it is the duty of every person to sound the nearest fire alarm immediately. The designated ‘responsible person’ on the premises must ensure that access to and from emergency exits are clear at all times to ensure that, if an evacuation is needed, everyone is able to leave without obstruction. Every workplace should have trained fire wardens, marshals and officers to carry out the fire emergency evacuation plan and to assist in the safe evacuation of all employees, visitors, contractors and customers. Fire wardens/marshals/officers should have received training to carry out their responsibilities, which include: Maintaining general fire safety of the area that has been assigned to them Ensuring combustible materials are not stored in corridors and walkways Keeping all escape routes and fire exits free of obstructions Checking fire doors are not propped, wedged or tied open Ensuring fire extinguishers are correctly placed and that they are not damaged or defective

In an emergency, fire wardens/marshals/officers should be easily identifiable and should be wearing high visibility yellow or orange armbands or vests. Fire wardens/marshals/officers should check all areas, including toilets and offices to make sure everyone in the building is beginning the evacuation. Fire wardens/marshals will assist the officer in charge with crowd control and will encourage people to move towards the designated fire assembly point. A register of names is likely to be read out by a warden/marshal/officer to make sure all employees and visitors have been safely evacuated from the premises – that is why it is vital that all visitors sign in and sign out when visiting a premises. In order for fire wardens/marshals/officers to carry out their roles effectively it is vital that all employees, visitors, contractors and customers follow instructions at all times – do not obstruct an evacuation by taking extra time to retrieve coats, bags or valuables; the protection of life is the most important priority here. Although every workplace should have dedicated fire wardens/marshals/officers, it is everyone’s responsibility to remain vigilant and aware of potential hazards or breaches in fire safety regulations whilst at work. Conclusion Fire is a very dangerous and unpredictable element. Good housekeeping, such as keeping the fuel and ignition sources apart, is a very good method of preventing fires from starting. Where it is apparent that they are not kept apart for any good reason, the matter should be reported to the management. Private security operatives: Must be familiar with all the fire points and fire equipment stowed there. Should have sufficient knowledge to enable them to use the right extinguisher on the right

fire. Should never attempt to fight any fire that is liable to put him or her in any danger

whatsoever. Must, on discovering a fire, raise the alarm and inform the manager. Private security operatives should meet the Fire Brigade, if they are called and give the

appropriate assistance. Must make appropriate notes in their pocketbook in the event of a fire. These notes should

contain all the relevant information and times, so that any future report will have all information needed.

Must never underestimate how quickly a fire can spread, get out of control, maim, kill and destroy. Fire is potentially deadly. Call the Fire Brigade, get people out and stay out.




Q1: What are the 3 elements that must come together for fire to exist?

A:

Q2: Who is “responsible” for ensuring that a fire risk assessment is conducted?

A:

Q3: Which fire extinguisher should be used if magnesium was present in a fire?

A:

Q4: What colour panel is a Dry powder extinguisher?

A:

Q5: When carrying out a fire evacuation, what should you do with doors and windows?

A:



Health & Safety

Importance of Health and Safety in the Workplace According to Health and Safety Executive (HSE) figures over 200 people a year lose their lives at work in Britain. 150,000 non-fatal injuries are also reported each year and an estimated 2 million people suffer from ill health caused or made worse by work. Injuries at work cost employers a reported £500 million each year and this financial consequence, combined with the potential injury and loss of life, are clear incentives for having the correct health and safety procedures in place. When considering the importance of health and safety it must be remembered that every workplace has a legal responsibility to ensure the health and safety of their employees, customers, visitors and suppliers. Poor health and safety can cause accidents, illness and can have severe financial consequences. Having correct health and safety procedures in place should help to prevent people from being harmed or ill at work. Health and safety laws apply to all businesses, employees and the self-employed and, in order for health and safety procedures to be effective, we all need to be responsible, vigilant and willing to play our part. The Health and Safety at Work Act 1974 The purpose of the Health and Safety at Work Act 1974 is to provide the legislative framework to promote, stimulate and encourage high standards of occupational health and safety within the workplace. The Content of the Act The Act is an ‘enabling act’ which allows for the overriding of previous Acts and makes provision for additional Acts and Regulations. The Act covers: Employers, Employees and Self Employed Casual Employees, (including part-time) and Trainees Sub-contractors Anyone who uses the workplace (premises) Anyone using equipment Visitors/customers (paying or otherwise) to the workplace (premises) Suppliers Those who control premises Those affected by the work Anyone who uses the professional services of the company Users of the end product Anyone on the premises unlawfully

Responsibilities within the Act Responsibilities of Employers Employers will safeguard, as far as is reasonably practicable, the health, safety and welfare of the people who work for them (including visitors, and customers to their premises, paying or otherwise). They will provide: A safe workplace and safe systems of work Safe access and egress Training for employees A written safety policy Safe machinery, plant and equipment



Responsibilities of Employees The Act states that it shall be the duty of every employee (including private security operatives), while at work, to: Take reasonable care to avoid injury to themselves or to others (including visitors and

customers) by their work activities, obey all regulations such as the Personnel Protective Equipment at Work Regulations 1992

Co-operate with employers and others, so that they may discharge their legal responsibilities concerning the health, safety and welfare of employees and others (including visitors and customers) if any form of safety equipment is issued, then private security operatives must comply with any specific rules or instructions regarding its use. Refusal to do so could lead to a breach of duty, which in turn may lead to criminal prosecution. In addition, private security operatives must not recklessly interfere with, or misuse, any item of equipment supplied in the interest of health, safety or welfare.

Responsibilities of Self-Employed Self-employed persons (which may include some private security operatives) must carry out their work activities in such a way as to ensure, as far as is reasonably practicable, that they (and others who are not their employees) are not exposed to health or safety risks. Responsibilities of Private Security Operatives All private security operatives are covered by the Health & Safety at Work Act 1974 and are required by law to: Take reasonable care of their own health and safety Ensure that their acts or omissions do not adversely affect the health and safety of others Follow health and safety policies provided by the employer and keep up to date with any

revisions, new requirements or regulations Practice safe working habits and obey all safety rules Use protective equipment and clothing properly, reporting any damage found Be aware of emergency procedures and ensure that they are followed when necessary

Provision and Use of Work Equipment Regulations Order 1998 Every employer must ensure that work equipment is fit for the purpose it is used or provided for and must ensure that the equipment provided is maintained and inspected on a regular basis. Employers must ensure the health and safety of the person(s) using the equipment is not adversely affected by doing so. Manual Handling Operations Regulations 1992 (as amended 2002) Manual handling operations is “any transporting or supporting of a load, including lifting, putting down, pushing, pulling, carrying or moving of a load” and includes that of a person. More than a third of all injuries (resulting in a person being injured for more than 3 days) reported to HSE and local authorities are caused by manual handling. The above regulations require employers to avoid the need for hazardous manual handling where practicable. Employers are also required to assess and reduce the risk of injury from any hazardous manual handling, where practicable. The regulations also require employees to: Follow appropriate systems of work laid down for their safety Before lifting consider: Does the object have to be moved? Size of handholds The weight of the object Surface texture The stability of the object Personal Protective Equipment (PPE) or clothing Whether most people could perform this task Ease of grip Is the object secure?



Minimising Risk to Personal Safety and Security In order to minimise risk to personal safety and security it is important to recognise risks before any harm is caused. For example, ensuring that spillages are cleaned up quickly will avoid an incident in the future. Carrying out a risk assessment is an important step in protecting employees and helps to ensure compliance with the law. A risk assessment is a careful examination of what could cause harm to people in a specific workplace. The person(s) carrying out the assessment will be able to determine whether enough precautions have been taken to prevent harm. Under law, an employer is required to protect people ‘so far as is reasonably practicable’. Risk Assessment Every employer must conduct a risk assessment using the following format: Identify the hazards Quantify the risks Evaluate the control required Record and monitor Inform and train

This applies in particular to: Maintenance of safe plant (including lifts, power systems and boilers etc) Systems of work (including evacuation procedures) Machinery, equipment and appliances

Once the risk has been assessed, action must be taken to either: Eliminate the risk Adapt/Accept/Reduce the risk Provide protection from the risk

Lone Workers Lone workers are those who work by themselves without close or direct supervision. Employers with lone workers should have identified hazards of the work, assessed the risks involved and should have put measures in place to avoid or control the risks. Such measures may include instruction, training, supervision and protective equipment. All of these measures should be reviewed at regular intervals to ensure that they are still adequate. Establishing safe working practices for lone workers is the same as organising the safety of other employees. Employers need to know the law and standards which apply to their work activities and then assess whether the requirements can be met by people working alone. When assessing a lone workers position, the following questions should be asked: Does the workplace present a special risk to the lone worker? Can the risks of the job be adequately controlled by one person? Is there a safe way in and out for one person? Is there a risk of violence? Are women especially at risk if they work alone? Are young workers especially at risk if they work alone? Is the person medically fit and suitable to work alone?

Hazards and Risks Definitions: Hazard Anything that has the potential to cause harm. Risk The chance, great or small, that harm could happen in certain circumstances.



Typical hazards It would be impossible to list every type of hazard in any establishment. However some typical hazards are: Locked fire exit doors Poorly-stacked materials Improper storage of dangerous liquids Blocked access/egress passages or doors Inadequate lighting Roof working Hot work

Hazardous Chemicals and Substances Some gases, liquids and solids can cause an explosion or fire. Common materials may burn violently at high temperatures in oxygen-rich conditions. It is essential that private security operatives know what substances and chemicals are stored within the assignment. Spillage Procedures Never take chances with hazardous chemicals. In the event of a spillage or leak avoid physical contact with the liquid and, if necessary, evacuate the area or premises. It is essential that private security operatives make themselves fully aware of the establishment's evacuation procedures and the role that they will take. Cost of Accidents The costs of accidents in the workplace are not just financial. They can cause: Pain, suffering and distress to the victim and family Distress to colleagues Loss of output Damage to plant, materials etc. Cleaning up after the accident Extra overtime Recruiting/hiring a replacement worker Investigating cause and preventing repeats Changes in insurance premiums Legal costs/fines Loss of goodwill from workforce and customers

Violence towards Staff The Health and Safety Executive (HSE) defines violence as ‘any incident in which an employee is abused, threatened or assaulted by anyone in circumstances arising out of the course of his or her employment’. Any incidents of abuse, threats or assault can lead to: Low morale Difficulties in recruiting new staff Absenteeism Increase in sick pay and possible compensation payouts Anxiety Stress Pain Suffering Disability Death



Private security operatives and management need to work together to try to reduce incidents of abuse, threats or assaults in and around their premises. ALL incidents must be reported and recorded, so that it can be identified whether there is an ongoing problem and the cause. Procedures should then be put in place or policies amended, to try to stop the incidents from happening; and/or reduce their seriousness. Safety Signs The Health and Safety (Safety, Signs and Signals) Regulations 1996 came into force on 1st April 1996. These regulations make it clear that safety signs are not a substitute for other means of controlling risks to employees or visitors. There are six types of safety signs that private security operatives may see at work. These are as follows: Prohibition The colour and shape of this sign is a white circular sign with a red border. The sign has a red crossbar running through it from the top left to the bottom right. The sign is used to indicate that you must not do something. Mandatory The colour and shape of this sign is a solid blue circle with a white symbol. The sign is used to indicate that you must do something. Warning The colour and shape of this sign is a yellow triangle with a black border. The sign is used to indicate a warning of danger (hazard). Safe Condition The colour and shape of this sign is a green background with a white symbol. The sign may be square or oblong in shape. These signs generally indicate conditions associated with safety, such as fire exits, evacuation routes and First Aid equipment. Fire Equipment The colour and shape of this sign is a red square or rectangle with white symbols. These signs give information about fire equipment. Hazardous Chemicals This is an information sign. Every employer should ensure that each of their employees receives suitable and sufficient instruction and training in the meaning of safety signs and the measures to be taken in connection with safety signs. Reporting Procedures Accidents and Injuries in the Workplace Reporting of Injuries, Diseases and Dangerous Occurrences Regulations, 1995 (RIDDOR) If you are an employer, self-employed or in control of premises, you have a duty to report any work-related deaths, injuries, cases of disease, or near misses under RIDDOR. If you are an employee that has been injured at work, seen a dangerous occurrence, or your doctor has certified that you have a work-related reportable disease, you must inform your employer or the person in control of the premises as it is their responsibility to report that incident The reporting of accidents and ill health at work is a legal requirement. The Act states that: If there is an accident connected with work and an employee or a self-employed person working on the premises is killed or suffers a major injury (including as a result of physical violence); OR If a member of the public is killed or taken to hospital. That accident must be reported to the Health and Safety Executive (HSE) or the Environmental Health.



Department of the Local Authority If any accident connected with work results in a person being injured for more than three days, it becomes a reportable accident. This includes loss of consciousness. It should be noted that RIDDOR also concludes that Misses, Dangerous Occurrences and Exposure to Dangerous Substances are all reportable. If a private security operative witnesses an incident or accident, or is involved in any way, a written report must be submitted to the employer. It is the responsibility of the employer to carry out the action of reporting the incident to the appropriate authority, but it is also the responsibility of the private security operative to ensure that all necessary legal reporting is complied with, should a personal injury occur. Precautions against HIV, Hepatitis and other Infectious Diseases Particular care and precaution needs to be taken by private security operatives in relation to these diseases. Infection is passed through the transfer of body fluids, which may occur when: Searching an infected person (blood, urine, vomit) By coming into contact with dirty needles (infected blood) By coming into contact with blood or other body fluids during an arrest Whilst administering first aid (bleeding injuries) Making an arrest

For these reasons, it is imperative that private security operatives take appropriate precautions: Always wear disposable plastic, latex or vinyl gloves, whenever there is a risk of coming into

contact with another person's blood or other body fluids Cover any cuts, grazes or abrasions with a waterproof plaster or dressing whilst at work Clothing, which has been contaminated with blood or other body fluids, should be left for

one minute in a very hot rinse, or rinsed under hot running water then left to dry in the air. Another method of drying the affected area would be to use a hair dryer, if one was available, as the heat would help to ensure that any virus present was destroyed

Wash hands at the earliest opportunity after contact with another person's blood or other body fluids; whether or not protective clothing was worn

Hot soapy water should be used. If the eyes have been splashed, flush with lots of clean cold water

Do not deal with blood, vomit, excreta or other body fluids, if suffering from weeping eczema, severely chapped hands or any other complaint leaving the skin open

When searching customers or staff, private security operatives must be especially aware of the possibility of people having dirty, unguarded needles in their possession. Always have people empty their own pockets onto a table, turning their pocket linings inside out for inspection

Any sharp or pointed articles seized should be stored safely until they can be disposed of in the appropriate manner. Needles should be handled as little as possible

Always wash hands well using soap and water after handling anything related to the misuse of drugs

Smoke-free (Premises, Signs and Enforcement) Regulations England/Northern Ireland The ban on smoking in enclosed spaces came into effect on 30th April 2007 in Northern Ireland and is regulated in the same way as the ban in England. As of 1st July 2007 smoking will be banned in any enclosed or substantially enclosed premises in England. The new law is applicable to pubs, restaurants and all places of work (some exceptions are designated rooms in hotels, residential nursing homes, prisons etc). Local councils will be responsible for enforcing the new regulations in England.



Premises Premises must ensure that: Reasonable measures are taken to ensure that staff, visitors and customers are aware of the

new law and that they do not smoke within enclosed spaces on the premises No smoking notices are displayed that are clearly visible to all who enter the premises Signs are be displayed at each entrance, toilet facilities and staff rooms

Vehicles The new legislation also affects vehicles used: By members of the public or sections of the public By more than one person in the course of voluntary or paid work (even if they use the

vehicle at different times or intermittently) By any person with management responsibilities for the vehicle who must ensure that at

least one no-smoking sign is prominently displayed in each compartment of the vehicle (compartment refers to any part of the vehicle which is adapted to carry a person)

Signs No Smoking signs must be displayed at every building entrance and, to summarise: Specific signs should be displayed in a prominent position at each entrance Signs must contain a smoking prohibition sign of A5 size or larger and contain the wording

“No Smoking. It is against the law to smoke in these premises”. ‘Employee Only’ entrances need a smoking prohibition symbol of 70mm in diameter Entrances to smoke-free premises within other smoke-free premises also require a smoking

prohibition symbol of 70mm in diameter Penalties for Infringement Penalties will be imposed by an authorised officer of an enforcement authority. The penalties are as follows: Individuals who smoke in no-smoking premises will be liable to a fixed penalty of £50

(reduced to £30 if paid within 15 days of fine), which can be raised to £200 if the issue is brought before a court

Premises can be fined £200 (reduced to £150 if paid within 15 days of fine) if they do not take action to prevent smoking on or inside the premises

The new law will also give local authorities the power to ensure the owners or occupiers clear up litter and install disposal facilities

Failure to clear up litter and install disposal facilities could result in a fixed penalty NB Refusal or failure to pay may result in a fine of up to £2,500 Points to Consider Employers should have a specific policy on smoking in the workplace and should consult their employees and representatives on the appropriate smoking policy to suit their particular workplace. It is the duty of any person who manages or controls smoke-free premises to ensure that a person found smoking there stops immediately. It is also their duty to ensure that correct signs are displayed at all times. It is advisable for premises to install stubbing bins at entrances and, if an outdoor smoking area has been created, cigarette bins should also be provided. Before erecting an outdoor smoking shelter, legal and local planning advice should be sought to ensure that any proposal is compliant with the law. The safety of those using shelters should always be paramount and measures such as anti-slip surfaces and correct lighting should be considered. Multi-lingual signs should also be considered to ensure that as many customers as possible are able to understand the new legislation.



Wales Since 2nd April 2007 smoking has been banned in any enclosed or substantially enclosed premises. This includes pubs, restaurants and all places of work (some exceptions are designated rooms in hotels, residential nursing homes, prisons etc). County Councils and County Borough Councils are designated as enforcement authorities and each enforcement authority has enforcement powers in relation to vehicles and buildings within its specified area. Vehicles The new legislation also affects vehicles used: By members of the public or sections of the public By more than one person in the course of voluntary or paid work (even if they use the

vehicle at different times or intermittently) By any person with management responsibilities for the vehicle who must ensure that at

least one no-smoking sign is prominently displayed in each compartment of the vehicle (compartment refers to any part of the vehicle which is adapted to carry a person)

Signs The requirements regarding no smoking signs in Wales are: Signs must contain a smoking prohibition sign, of a minimum size of 160mm by 230mm Signs must contain the wording, “Mae ysmygu yn y fangre hon yn erbyn y gyfraith (It is

against the law to smoke on these premises). Signs must contain a graphic of a burning cigarette enclosed in a red circle at least 85 mm in

diameter Penalties for Infringement Penalties will be enforced by an authorised officer of an enforcement authority. The penalties are as follows: Individuals who smoke in no-smoking premises will be liable to a fixed penalty of £50

(reduced to £30 if paid within 15 days of fine), which can be raised to £200 if the issue is brought before a court

Premises can be fined £200 (reduced to £150 if paid within 15 days of fine) if they do not take action to prevent smoking on or inside the premises

The new law will also give local authorities the power to ensure the owners or occupiers clear up litter and install disposal facilities

Failure to clear up litter and install disposal facilities could result in a fixed penalty NB Refusal or failure to pay may result in a fine of up to £2,500 Points to Consider Employers should have a specific policy on smoking in the workplace and should consult their employees and representatives on the appropriate smoking policy to suit their particular workplace. It is the duty of any person who manages or controls smoke-free premises to ensure that a person found smoking there stops immediately. It is also their duty to ensure that correct signs are displayed at all times. It is advisable for premises to install stubbing bins at entrances and if an outdoor smoking area has been created, cigarette bins should also be provided. Before erecting an outdoor smoking shelter legal and local planning advice should be sought to ensure that any proposal is compliant with the law. The safety of those using shelters should always be paramount and measures such as anti-slip surfaces and correct lighting should be considered. Multi-lingual signs should also be considered to ensure that as many customers as possible are able to understand the new legislation.



Workplace Duties It is important to remember that whilst carrying out security checks and fire patrols of the assignment, private security operatives should pay attention to any health and safety issues. Private security operatives have a responsibility to the owner of the assignment in that any such issues must be reported immediately. Failure to report an incident that leads to the injury, or even worse the death of somebody, could result in prosecution. In any event, safety measures that cannot be corrected immediately should be reported in writing. It is important that private security operatives identify the management's Health and Safety Officer, or their appointed representative, on commencing work at a new assignment. Enforcement Health and Safety Executive (HSE) Inspectors and Local Authority Environmental Health Officers (EHO) have the power to prosecute companies, premises and individuals, who break health and safety laws. These officials have wide powers of entry and inspection. If breaches of regulations are found, they can issue formal notices for faults to be put right, issue prohibition notices to actually stop dangerous activity on the spot, and prosecute offenders through the Courts. Health and Safety penalties can mean offenders can be heavily fined, imprisoned, or both. Corporate Manslaughter and Corporate Homicide Act 2007 As of 6th April 2008, government bodies, organisations and companies will be liable for prosecution under the Corporate Manslaughter and Corporate Homicide Act 2007 and will face large fines if they are found to have caused death due to gross health and safety failings. Personal Protective Equipment (PPE) A private security operative may need to use the following personal protective equipment: Hard hat Ear defenders Eye protection Safety boots Hi-visibility vest or jacket Cold weather clothing

Private security operatives are not exempt from wearing this equipment. They should ensure that when they are on assignments, they have the appropriate safety equipment that is required. Conclusion Private security operatives must remember that they are not Health and Safety Inspectors, but are acting as the eyes and ears for their clients. The Health and Safety Laws are there to promote safety awareness and safe working practices, protecting ALL staff and customers alike.



Self Assessment Questions Q1: Who is responsible for creating a safe working environment for employees? A: Q2: What is the definition of Risk? A: Q3: Which piece of legislation was passed in 2008 that would see large fines issued to government bodies, large organisations and companies for gross health and safety failings? A: Q4: List 3 thing that you would need to consider before moving an object under manual handling operation regulations? A: Q5: If a person is off work due to an accident at work, at what point does it become a reportable accident under RIDDOR? A:



Law Awareness Introduction The private security operative (PSO) communicates with a wide cross-section of society and it is therefore important that you have a working knowledge of the law. You must act and conduct yourself within the constraints of the law at all times, even when under provocation. It is important to remember that PSO’s are not police officers; you must ensure that you do not exceed your authority at any time. On a day-to-day basis, the law can affect us in many ways: Prevention of loss and waste, including damage Prevention of crime Detecting a crime Protecting yourself and the public Managing conflict Detaining or arresting offenders

You need to be able to recognise when an offence has happened and whether it is a civil matter or a criminal offence (this will be covered in the course materials later on). You will also need to be able to differentiate between indictable offences, summary offences and either-way offences. The police are there to help you in your role, especially in public areas or when a crime has been committed. You may be the first point of contact in a chain of events and the police will look to you to be professional in your assessment and actions. The system of law that prevails in England (and in countries colonized by England) is a system called ‘Common law’. Early common law, which represented the common custom of the realm, was inflexible and had an unwieldy set of procedural rules. In 1871 the Judicature Act reformed the law courts and methods of appeal were made uniform. This led to the development of Civil and Criminal Law. Civil and Criminal Law The distinction between the two types of law is that they are dealt with by different court systems. Civil Law A branch of law regulating relationships between private citizens: utilised by individuals or organisations to take action against each other. This action normally results in a restitution and possible payment to another in the form of compensation. Libel, slander and divorce are the most common cases of civil law. PSO’s cannot arrest someone for a civil offence. Trespass is a civil offence. Criminal Law This is a branch of law which deals with offences against society generally. Investigation of breaches of the criminal law is generally the responsibility of the police. The responsibility for prosecutions varies between jurisdictions i.e. in England and Wales it belongs to the Crown Prosecution Service. Private prosecutions are possible but uncommon. There are two sources of criminal law in England and Wales these are ‘Common Law’ and ‘Statute Law’ (Acts of Parliament). Common Law The 'common law' is the law of the United Kingdom, which has been created over the centuries by judicial decisions, as opposed to 'statute law’ that is created by legislation passed by Parliament. Murder, manslaughter, kidnapping, incitement and conspiracy are common law offences. Statute Law This is where most offences are defined. They have been created by Acts of Parliament. Sometimes this has meant the creation of an offence where none previously existed. This includes possession of offensive weapons (1956) or possession of lock knives or bladed articles without lawful excuse (1988).In some cases laws have been passed to replace older common law offences that were in need of updating. An example of this is rape. This was previously a common law offence but the Government of the day in1956 created the Sexual Offences Act, which brought together older common law offences and created new offences such as administering drugs in order to have intercourse.



Points to note: Any prosecution is instigated by the Crown Prosecution Service and is usually designated

‘The Crown v Someone’ PSO’s may only arrest someone when the offence is indictable

N.B Further information on the law and how it affects you role in the private security industry can be found in the law handbook relevant to your sector. Human Rights Act 1998 The Human Rights Act came into force on 2 October 2000. Part 1 of the Act, known as ‘the convention’, sets out several articles which detail the rights of the individual in certain circumstances. The articles are: Article 2: Right to Life Article 3: Prohibition of Torture Article 8: Right to Respect for Private and Family Life Article 9: Freedom of Thought, Conscience and Religion Article 17: Prohibition of Abuse of Rights Article 18: Limitation on Use of Restrictions on Rights Article 4: Prohibition of slavery and forced labour Article 5: Right to Liberty and Security Article 10: Freedom of Expression Article 11: Freedom of Assembly and Association Article 12: Right to Marry Article 6: Right to a Fair Trial Article 14: Prohibition of Discrimination Article 7: No punishment without Law Article 16: Restrictions on Political Activity of Aliens

One of the main aims of the Human Rights Act is to promote a greater unity and fairness in our society. Article 2, the right to life gives everyone in the UK the right to have their life protected by law. This includes suspected terrorists and violent criminals who put the lives of others at risk. Private security operatives should take note of, and respect, each of the above articles. There are certain articles which your attention should be focused on within the Act. You will encounter people from many different backgrounds and many different beliefs and it is important to bear in mind Articles 2, 5, 6, 8, 9, 10, 11 and 14 in particular to ensure your behaviour is lawful. Article 5 Everyone has the right to liberty (freedom) and security. You may only arrest someone as a last resort and you must be certain an indictable offence has been committed otherwise it will be in breach of this article and could have severe consequences for yourself and others. Article 6 Everyone is entitled to a fair and public hearing within a reasonable time by an independent and impartial tribunal established by law. Everyone charged with a criminal offence shall be presumed innocent until proved guilty according to law. Article 8 Under this article, everyone has the right to respect for their private and family life. You should treat people with respect and should keep in mind that the private and family lives of others may be drastically different from your own. Article 9 Everyone has the right to freedom of thought, conscience and religion; this includes the right to worship, teach, practice and observe. Under this article you have the right to think how you choose but what you do not have the right to do is to impose your thoughts on other people; you should respect their views and they too should respect yours.



Article 10 Everyone has the right to freedom of expression. This right includes freedom to hold opinions and to receive and impart information and ideas without interference by public authority. Article 11 Everyone has the right to freedom of peaceful assembly and to freedom of association with others, including the right to form and to join trade unions for the protection of their interests Article 14 This article gives the right for an individual not to be discriminated against. It is concerned with the way in which the other rights are protected. This means an issue of discrimination under Article 14 of the Human Rights Act can only be raised when an alleged breach of another Article is alleged. For example: a person alleges an unlawful arrest (breach of Article 5 - Right to Liberty) but it occurred as a result, or because, of their ethnic origin (breach of Article 14 - Discrimination). Data Protection Act (1998) The Data Protection Act is concerned with the security of information stored by various organisations about living, identifiable individuals. The act deals with keeping information secure within a business or organisation. This includes the police and security companies. More and more data is shared through agreed protocols so an individual such as a private security operative may be informed of police information through such a partnership. It is the responsibility of the individual to keep this information secure. There are a number of criminal offences caused mainly by knowingly or recklessly obtaining, disclosing or selling personal data. Data may be disclosed to organisations that have authorisation under the Disclosure for Crime and Disorder Act 1998. Definitions The Act makes clear that “techniques used to capture, transmit, manipulate, record, store or communicate sound and image data relating to natural persons” are covered. Data is defined in section 1 (1) of the Act as including any information that is: “being processed by means of equipment operating automatically in response to

instructions given for that purpose” or “Recorded with the intention that it should be processed by means of such equipment”

(referred to as “automated data”). Personal Data is information “relating to a living individual” who can be identified:

From those data From those data and other information which is in the possession of, or is likely to come into

the possession of, the data controller. It should be noted that not only electronic systems and records, but manual systems and records, and relevant filing systems are also now covered by Data Protection legislation.

NB: Private security operatives need to operate within the confines of the Act. Principles of Data Protection 1. Personal data must be processed fairly and lawfully, and should not be processed unless at least one of the conditions in Schedule 2 is met, and in the case of sensitive personal data, at least one of the conditions in Schedule 3 is also met. 2. Personal data shall be obtained for specified and lawful purposes and must not be further processed in any manner incompatible with that purpose(s). 3. Personal data must be adequate, relevant and not excessive for the purpose or purposes for which they are processed. 4. Personal data must be accurate and, where necessary, kept up to date. 5. Personal data processed for any purpose or purposes must not be kept for longer than necessary for that purpose or purposes. 6. Personal data shall be processed in accordance with the rights of data subjects under this Act.



7. Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data. 8. Personal data must not be transferred to a country or territory outside the European Economic Area unless that country or territory has equivalent levels of protection for personal data. Schedule 2 of the Data Protection Act 1. The data subject has given their consent to the processing 2. The processing is necessary a) For the performance of a contract to which the data subject is party b) For the taking of steps at the request of the data subject with a view to entering into a contract 3. The processing is necessary for compliance with any legal obligation to which the data controller is subject, other than an obligation imposed by contract 4. The processing is necessary in order to protect the vital interests of the data subject 5. The processing is necessary a) For the administration of justice b) For the exercise of any functions conferred on any person by or under any enactment c) For the exercise of any functions of the Crown, a Minister of the Crown or a Government department d) For the exercise of any other functions of a public nature exercised in the public interest by any person 6. The processing is necessary for the purposes of legitimate interests pursued by the data controller or by the third party or parties to whom the data are disclosed, except where the processing is unwarranted in any particular case by reason of prejudice to the rights and freedoms or legitimate interests of the data subject 7. The Secretary of State may by order specify particular circumstances in which this condition is, or is not, to be taken to be satisfied Schedule 3 of the Data Protection Act At least one of the conditions in Schedule 3 should also be met in the case of sensitive personal data. Sensitive personal data is defined by the Data Protection Act as: Racial or ethnic data of the person Their political opinions Their religious beliefs or other beliefs of a similar nature Trade union member details Physical or mental health or other conditions Sexual life The commission or alleged commission by the person for any offence Any proceedings for any offence committed or alleged to have been committed by them

Checklist for Recording Data Do you really need to record the information? Is the information 'standard' or is it 'sensitive'? If it is sensitive, do you have the data subject’s express consent? Has the individual or data subject been told that this type of data will be processed? Are you authorised to collect/store/process the data? If yes, have you checked with the data subject that the data is accurate? Are you sure that the data is secure? Have you notified Management that you intend to hold the data? How long do you need to keep the data for, and what is the mechanism for

review/destruction?



Discrimination in the Workplace It is unfortunate that although Great Britain has been multi-cultural for thousands of years it has been necessary to bring in legislation to try to ensure that all people are treated fairly according to their individual needs. You therefore need to be aware that if you behave in a discriminatory way then the full force of the law is likely to be brought to bear on you. Under anti discriminatory legislation there also exists a concept of ‘vicarious liability’’. This means that responsibility for acts committed by people in the course of their work is passed up to the employer. So in effect, not only is the person who acted discriminately held accountable, but also the organisation for which they work. Behaviour based on prejudice that favours one person or group over another. The reasons for discrimination can be almost anything. Some examples are: Race Colour Ethnicity Nationality Regional origin Gender Sexual orientation Accent Disability

Discrimination under the Race Relations Act 1976 and Sex Discrimination Act 1975 can occur in different ways: Direct Discrimination Where a person is treated less favourably than another because of their race or sex. Indirect Discrimination This means applying the same conditions to everyone but where the proportion of a certain protected group who can comply with the condition is smaller. For example: An employer insisting that all employees work ‘normal office hours’ which would discriminate against women, as more women are the primary child carers. Thus proportionately the percentage of women able to comply with the condition would be less. Victimisation Where a person is victimised or in some way treated unfavourably because they are in involved in proceedings under the ‘75 or ‘76 Acts. For example: they may have logged a complaint or may be a witness in such a case. Sexual Harassment This applies to conduct at work and falls under the remit of the Sex Discrimination Act. It is unwanted conduct of a sexual nature, or other conduct based on sex, affecting the dignity of both women and men at work. The behaviour can be anything, including remarks, jokes, etc. It is not the intention of the offender that is important, but the effect it has on the recipient or witness (male or female) to the harassment. From 6 April 2008 employers will be breaking the law if they fail to take action when they know that a client or customer (third party) is sexually harassing one of their employees. An employer is only liable to this offence if they know that the employee has been subject to harassment in the course of employment on at least two other occasions by a third party (it does not matter if the third party is the same or a different person on each occasion). Race Relations Act 1976 This Act aims to control discrimination on the grounds of: Colour Race Nationality Ethnic/National origin



The Race Relations Amendment Act 2000 This Act made several new provisions not contained within the 1976 Act and closed several loopholes. Disability Discrimination Act 1995 “Disabled” means a physical or mental impairment that has a substantial long-term adverse effect on a person’s ability to carry out day-to-day functions. Although there are exceptions, the Act requires employers and others, to make “reasonable adjustments” to prevent disabled people from being disadvantaged. The Equality Act 2006 This Act is committed to the principle that all people have a right to equality of opportunity and equity in the way they are treated and in the services they need, want and receive - taking full account of colour, race, nationality, gender, identity, disability, ethnicity, religion, age, and sexual orientation. The Equality Act has three functions: 1. To create a single Commission which will replace the Equal Opportunities Commission (EOC), the Commission for Racial Equality (CRE) and the Disability Rights Commission (DRC). This single commission will be called the Commission for Equality and Human Rights (CEHR). 2. To make unlawful (apart from certain exemptions), discrimination on the grounds of religion or belief or sexual orientation in the provision of goods, facilities and services, the management of premises, education and the exercise of public functions. 3. To create a duty to promote equality of opportunity between men and women and to prohibit sex discrimination in the workplace. The Equality Act 2006 amends the Sex Discrimination Act of 1975 and the Equal Pay Act 1970 (as amended by the Employment Equality Sex Discrimination Regulations 2005), and places a statutory duty upon public authorities when carrying out their public duties to have due regard of the need to: Eliminate unlawful discrimination and harassment Promote equality of opportunity between men and women

The general duty places a proactive responsibility upon all public bodies to ensure that their services, practices and policies are developed with the different needs of women and men in mind. This will lead to a more inclusive society with high quality contemporary services, targeted to meet the specific needs of men and women. Examples of why this new law is needed (Statistics taken from the Equal Opportunities publication ‘Facts about Men and Women in Great Britain’.) Average hourly earnings for women working full-time are 18% lower than for men working

full-time. Average hourly earnings for women who work part-time are 40% lower than for men

working part-time. 45% of pregnant women experience discrimination in the workplace. Men under 45 years of age, visit their GPs 50% less often than women. UK fathers work the longest average weekly hours in the European Union.

Gender Equality The general duty to promote gender equality came into effect on April 6th 2007. Most public bodies will also be subject to more detailed requirements, which are known as Specific Duties. Specific duties require public bodies to: Produce and publish an equality scheme stating their gender equality targets and how they

plan to meet them. Gender Equality Schemes will need to be reviewed at least every three years.

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

promotion, development and career segregation.



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

Religion or Belief The Employment Equality Regulations 2003 currently offers protection against discrimination on the grounds of religion or belief in the workplace. With the addition of the new powers granted by the Equality Act 2006, it will become unlawful (subject to certain exemptions) to discriminate on the grounds of religion or belief. Non-belief is also covered by the regulations. Employment Equality (Age) Regulations 2006 This is not just a law to help older workers keep their jobs until they retire, but to give all workers irrespective of age, a longer and better quality of working life. Younger workers will benefit because they will be paid the rate for the job, not a lower rate than older workers doing the same job. The Employment Equality (Age) Regulations 2006 became law on 1 October 2006. This law makes it illegal to discriminate against employees, job seekers or trainees on the grounds of age. Discrimination, or treating someone less favourably, can be by using age to justify not employing, dismissing, refusing training to, or inadequate/poor conditions of employment including lack of promotion or retiring before the default age (65). Working in some industries and professions may be exempt under the regulations, for example working in hazardous conditions; however no two people are the same. Professional footballers playing at the top level normally retire in their thirties but nobody would have told Teddy Sheringham that he wasn’t capable of playing in the Premiership at the age of 40! Sexual Orientation These regulations outlaw discrimination (direct or indirect discrimination, harassment and victimisation) in employment and vocational training on the grounds of sexual orientation. It covers people whether they are gay, lesbian, bisexual or heterosexual. Discrimination on the grounds of perceived sexual orientation is also banned. The new legislation also protects those people who are discriminated against because of the sexual orientation of the people with whom they associate. The Equality Act 2006 is designed to ensure that it is recognised that lesbian, gay, bisexual and transsexual people can be African, African Caribbean, Asian, Chinese, Irish or of other ethic origin, disabled people, Christians, Sikhs, Muslims, Catholics and other faiths, young and older people and economically disadvantaged people; and that they may experience further discrimination because of their sexuality or gender identity. Options Available when the Law is Broken During the career of a private security operative she or he is likely to witness actions which break the law. It is important to remain calm in such situations and to remember the correct operating procedures and, above all, to remain on the right side of the law at all times. The best course of action is to call the police in sufficient time to carry out an arrest. Common offences that a private security operative may come across are as follows: Theft Deception Burglary Aggravated burglary Assaults occasioning actual bodily harm GBH Assault with intent to resist arrest Being on enclosed premises for an unlawful purpose Possession of offensive weapons Possession of drug

All mentioned common offences on are indictable offences under the Serious Organised Crime and Police Act 2005 (SOCPA 2005). It is wise to call the police and let them deal with the situation. In all cases it is recommended that a citizen’s arrest should only be carried out if there is no alternative option available.



In the event of a suspect running away from the scene of a crime, a full description should be taken if possible. You should make notes of such details as: Height Approximate weight Build Hair colour Clothing Male or female General appearance Any distinguishing features or clothing Direction of travel

Taking as much information as possible will be helpful to the police in the apprehension of the suspect. Professional PSO’s, who abide by the law and use their civil powers effectively, will be a visible deterrent to would-be offenders and trouble-makers.



Self Assessment Questions Q1: Is Trespass a civil or criminal offence? A: Q2: Under vicarious liability, who could be made responsible for the actions of employees? A: Q3: Which article of the Human Rights act deals with discrimination? A: Q4: What type of offence can any citizen arrest for? QA: Q5: Which piece of legislation deals with the issues of personal data? QA:



Working in the Private Security Industry Main Purposes of the Security Industry The main purpose of the security industry is to provide personnel and systems to protect people, property and premises. It is for this reason that the industry is commonly divided into three main sectors: Manned Services This sector includes the provision of uniformed or plain clothed personnel to commercial, industrial and retail outlets. This also covers transporting property under guard (Cash and Valuables in Transit - CVIT), store detection, door supervision, close protection, dog handling, aviation security, maritime security and private investigation. Systems The Systems sector comprises intruder alarms, CCTV, fire systems and access control systems. Physical Security This sector includes alternative/additional security measures, such as locks, grills, barriers. This sector deals with the physical characteristics of buildings and how they can be used to enhance the security of premises. As a private security operative, you will have a role in a significant part of the whole industry and this will become clearer as the course progresses. The role of the private security operative has changed significantly over time, involving increasing responsibilities and the use of technology. The Private Security Industry Act 2001 The above Act was introduced to try and improve the level of service and professionalism provided by companies and personnel working in the private security industry. The Act sets out the main activities which define the various roles within the private security industry. One of the main aims of the Act is to eliminate any criminal element from the industry such as drugs, intimidation and violence by creating an independent regulatory body. The Security Industry Authority (SIA) was set up as an independent body by the Government under the terms of the Private Security Industry Act. The Act gives the SIA the power to enforce a licensing system for people working in the private security industry across the country. The SIA has the power to grant and revoke licenses in the various sectors of the security industry. From 2004 onwards the SIA have issued licenses to people undertaking certain activities. These activities are as follows: Manned guarding, including: Cash and Valuables in Transit Close Protection Door Supervision Public Space Surveillance (CCTV) Security Guarding Key Holding Immobilisation, restriction and removal of vehicles

SIA licensing is now enforced in England, Scotland, Wales and Northern Ireland. The Private Security Industry Act 2001 (as amended) allows for SIA licensing of private investigation activities, security consultants and precognition agents. However, the SIA does not currently licence these activities.



The SIA will always carry out a criminal record check on anyone who applies for a licence. Some types of

previous convictions, depending on how recent and serious they are, will disqualify a person from holding a licence. Any person wishing to apply for a licence for any of the above activities must answer two questions on their SIA application: Have you had a conviction, caution or written warning within the last 12 months? Have you been charged with an offence that is currently awaiting trial?

If the answer is ‘yes’ to either of the above questions the applicant must provide details of the charge, conviction or disposal and, if the answer is ‘yes’ to the second question, the applicant must also include the location and date of when the charge was brought. The answers to these questions are required by the SIA to ensure that the applicant is able to work effectively in a position of trust and responsibility. The SIA are required to maintain a register of all people that have been granted SIA licences. The Act states that the SIA must allow ‘members of the public and such other persons as it thinks fit to inspect the contents of the register’. This register is the definitive way of checking whether someone is currently licensed to undertake a licensable activity (e.g. someone may have been suspended but could still be displaying their licence). The register contains the following information: Licence number First name, last name Activity (e.g. door supervision) Role (front line or non-front line) Licence expiry date Licence status (active, expired, revoked, suspended, withdrawn, replaced) The date the licence status changed. For revoked licences this is the date when the

information was uploaded onto the register: it may not be the date when the revocation took effect.

These are all active fields on the online SIA search register. As well as regulating the licensing process, the SIA are also required to monitor the activities and effectiveness of persons carrying our licensable activities. The SIA are able to carry out ‘spot-checks’ on premises to check that anyone performing a licensable activity is doing so legally and to required training specifications as outlined in the SIA core competencies for each licensable sector (there are currently no core competencies specific to key holding). The Approved Contractor Scheme Under the Private Security Industry Act the SIA are required to establish and maintain a register of approved contractors. The scheme is voluntary and requires contractors wishing to gain approved status to be vetted by the SIA against specific criteria such as employment practices. This scheme, which is recognised by the police and members of the extended police family, is in place to further increase public confidence in the sector and also to promote continuous professional development on a contractor and individual level within the industry. Security personnel should complete and retain the required training for their chosen role within the industry and should have their SIA licence on their person at all times whilst on duty.



Key Players in the Security Industry The wider industry, including the companies, suppliers and ‘in-house’ operations, are catered for by a number of bodies such as Trade Associations, Professional Associations, Professional Institutes and Inspectorates. Skills for Security Skills for Security is the skills and standards setting body for the Security Business Sector. Skills for Security is responsible for working with employers and other stakeholders to deliver a range of educational and related services to improve skills, raise professionalism and increase business performance across the sector. For more information, please contact us on: Skills for Security Ltd Security House Barbourne Road Worcester WR1 1RS Tel: 08450 750111 Fax: 01905 724 949 Website: www.skillsforsecurity.org.uk Security Industry Authority (SIA) The Private Security Industry Act 2001 is an enabling act. It is now illegal to work as a private security operative without an SIA licence. This applies to contract staff only. The Private Security Industry Act came into being on the 11 May 2001. It regulates the industry and states that those working within it will need to be licensed to operate. The SIA is the regulating authority for the industry and will carry out a number of functions, such as inspections of companies. The Inspectorate of the Security Industry - NSI This is an organisation that has the role of inspecting companies to industry standards such as BS 7499 and BS 7858. It is independent from any trade body and has no commercial interest. NSI enjoys active participation from the industry and involvement by the Police, Home Office, Ministry of Defence and the insurance industry. All NSI inspectors are independent of any commercial organisation to serve the best interests of the industry and its customers. NSI helps companies become more professional, to build stronger operations and to achieve wider recognition for their services. It assists clients by providing an informed choice of security provider with the backing of NSI registration. NSI is part of the new National Inspectorate of the Security Industry. For information about NSI, contact them on: 01905 773131, or visit their website at www.nsi.org.uk



British Security Industry Association – BSIA The British Security Industry Association (BSIA) is the major professional trade association for the security industry in the UK. The BSIA has over 550 members, who are responsible for more than 70% of security business undertaken in the UK market including manned security services, alarm systems, CCTV, physical security equipment, access control and transport. The BSIA makes the maintenance of high standards within the industry its top priority. It insists that members meet general requirements, such as being financially sound and having reputable directors and senior executives. They must also achieve registration to BS EN ISO 9000 and prove that they conform to the relevant codes of practice and standards for the industry. For information about the BSIA, contact the helpline on: 0845 389 3889, or visit the website at www.bsia.co.uk British Standards Institution The British Standards Institution has produced several standards which give recommendations for the organisation, staffing, operation and management of companies providing private security services. There are a number of other standards that relate to the Industry these are: BS7984 Code of Practice for Key holding and Response Service BS8220 Code of Practice for Security of Buildings BS7872 Code of Practice for Cash in Transit BS7931 Code of Practice for Secure Carriage of Parcels BS7960 Code of Practice for Door Supervisors BS7958 Code of Practice for CCTV Operations The Local Police Service There are a number of reasons why private security operatives may become involved with the police: Sharing of information Building a working professional relationship Prevention of breaches of peace

It is vitally important that all trained private security operatives are aware of any policy or actions that they will need to comply with, in order to conform to local police requirements. Your local police force may well wish to have input on several issues, other forces may only outline requirements, with which they expect private security operatives to comply.



Main Objectives of Private Security Operatives The main objectives of a private security operative are: The protection of life The protection of property and premises The prevention of loss and waste The prevention and deterring of crime

Objectives Defined Protect Life Protecting life can take many forms. For example, the private security operative could be protecting people against some of the following: Dangerous or hazardous situations - even something as simple as a ‘slip, trip or fall’ Assault, where the threat or attempt of an assault is sufficient to require an effective

response Emergency situations, such as fire or flood

Protect Property and Premises Protect property from theft or damage Protect premises from fire, flood, criminal damage, defacement

Prevent Loss and Waste Loss can be caused in three distinct ways: 1. Loss by theft 2. The loss of property through criminal activities. 3. Loss when confidentiality is breached Private security operatives may come across confidential information. Such information should never be discussed with anyone, including friends and family. Should loss occur due to such information being given to others, serious criminal charges could be brought against you. Loss when the client's property is abused For example, unauthorised use of the client's computer system to write letters or play games or unauthorised use of the client's telephone. To prevent losses, the following methods can be used: Access control methods such as ID Cards and passes, signing in/out etc Random searches of staff and visitors in accordance with the client's policy

Prevention and Deterring of Crime Examples of crimes that private security operatives may come across are: Assault Criminal damage Burglary Fraud Deception Theft Trespass Robbery Breach of the peace Public order offences

REMEMBER private security operatives are NOT police officers.



Qualities of Private Security Operatives Private security operatives should be: Courteous Alert Tactful Co-operative Honest Diplomatic Self disciplined Approachable Trustworthy Hospitable Inquisitive Dedicated Effective Fair Indiscriminate

Continuous Professional Development Continuous Professional Development (CPD) is a continual process of improving the capability and realising the potential of professionals in the workplace. Due to the diverse nature of the security industry there are many options available to individuals who want to develop their skills further. As well as attending advance courses or refresher classes it is also possible to achieve practical development through promotion to more senior roles within the industry such as supervisors or line managers. Visit skillsforsecurity.org.uk for further details. Conclusion Successful private security operatives are capable of doing a difficult and demanding job. They have integrity, manage change, and deal with problems effectively. They are aware of their own behaviour and how it can determine the outcome of events. They are achievers, able to work on their own to achieve their objectives. With the right attitude and commitment, a career in the security industry can be a satisfying and rewarding experience.



Self Assessment Questions Q1: Who is the main trading organisation in the security industry? A: Q2: What are the 4 main objectives of the PSO? A: Q3: List 3 qualities of a PSO? A: Q4: BS: 7872 relates to which British standard? A: Q5: Who is responsible for regulating licensing in the private security industry? A:



Notes:

Documents

Distance Learning Manual Enterprise