Unit22 1

DOOR SUPERVISOR HANDBOOK
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DOOR SUPERVISOR
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HANDBOOK
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First Edition, 2014 – Door Supervisor Handbook
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ISBN: 978-0-9573120-1-2
Printed in the United Kingdom

2014
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C O N T E N T S
MODULE I: COMMON SECURITY CHAPTER 8

MODULE Civil and Criminal Law 49
CHAPTER 9
CHAPTER 1 Searching 57
Private Security Industry:
The Legal Aspect 2 C H A P T E R 10
Arrest 64
CHAPTER 2
Health and Safety for Private Security C H A P T E R 11
Operatives 8 Drugs Awareness 71
CHAPTER 3
Fire Safety Awareness 17 C H A P T E R 12
Recording Incidents and Crime
CHAPTER 4 Scene Preservation 78
Emergency Procedures 25
C H A P T E R 13
CHAPTER 5
Licensing Law 84
The Private Security Industry:
An Overview 31 C H A P T E R 14
CHAPTER 6 Emergency Procedures 95
Communication Skills and
Customer Care 37
MODULE III: CONFLICT
MANAGEMENT
MODULE II: DOOR SUPERVISOR MODULE
SPECIALIST MODULE
C H A P T E R 15
CHAPTER 7 Avoiding Conflict and Reducing
Behavioural Standards 43 Personal Risk 106
iii
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CHAPTER 16 MODULE IV: PHYSICAL INTERVENTION
Defusing Conflicts 112 SKILLS
CHAPTER 17
Resolving and Learning from CHAPTER 19
Conflicts 119 Introduction to Physical
Intervention Skills 139
CHAPTER 18
Application of Communication Skills CHAPTER 20
and Conflict Management for Door Must-Know Legislations 149
Supervisors 124
iv | CONTENTS
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M O D U L E I
COMMON SECURITY
MODULE
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MODULE 1 OUTLINES
CHAPTER 1
Private Security Industry:
The Legal Aspect 2
CHAPTER 2
Health and Safety for Private Security
Operatives 8
CHAPTER 3
Fire Safety Awareness 17
CHAPTER 4
Emergency Procedures 25
CHAPTER 5
The Private Security Industry:
An Overview 31
CHAPTER 6
Communication Skills
and Customer Care 37
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C H A P T E R 1
PRIVATE SECURITY INDUSTRY:
THE LEGAL ASPECT
Adjudicating a case on breach of licensing law, operative without SIA licence is a criminal offence and evokes
the Security Industry Authority (SIA) head of a fine up to £5,000, or imprisonment up to 6 months. SIA may
refuse a licence or revoke/suspend a licence as a result of
investigation stated: ‘The licensing regime was The Security investigation, or because of non-conviction infor-
set up by the Parliament to protect the public from Industry Authority mation supplied by the enforcement partners.
cowboy clampers’. The director of the security regulates the private security Security operatives are the vital links in
industry in the United Kingdom.
company in question pleaded guilty to of- This statutory body, instituted under fighting crime, and a basic knowledge
of law is imperative for effective ex-
fences and was sentenced to 27 months im- the Private Security Industry Act 2001, ecution of the task assigned to them.
prisonment. The company did not hold an reports to the Home Secretary. The two main There are two main streams of law—
duties of SIA are licensing and management
SIA licence and the accused was charged on of the voluntary Approved Contractor civil law and criminal law.
account of acquiring property from the pro- Scheme. SIA licensing involves compulsory
ceeds of providing parking services without licensing of private security operatives, Civil Law
while the Approved Contractor Scheme According to the legal wording, civil law
the appropriate SIA licence. is associated with the introduction of
is the body of rules that delineates private
operational and performance
rights and remedies and governs disputes
S
standards.
ecurity Industry Authority (SIA), the govern- between individuals, companies and other or-
ment organisation responsible for regulating the ganisations in areas such as contract, property and
United Kingdom’s private security industry, ensures that li- family law.
censed private security professionals are certified and equipped The aspect of civil law that security operatives are ex-
with proper training required for the job. To work as a security pected to deal with is the law of trespass, or the law dealing
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According to Legal Services Commission, criminal offences are classified into the following categories:
Class A: Homicide (i.e. murder) and related grave offences
Class B: Offences involving serious violence or damage, and serious drugs offences
Class C: Lesser offences involving violence or damage, and less serious drugs offences
Class D: Sexual offences and offences against children
Class E: Burglary etc.
Classes F, G and K: Other offences of dishonesty
Class H: Miscellaneous other offences
Class I: Offences against public justice and similar offences
Class J: Serious Sexual Offences
Class K: Other offences of dishonesty (high value)
with unlawful intrusion. The law of trespass allows Our vision safe. Knowledge about crimes such as murder, kid-
security operatives to remove unwanted visitors nap, rape, sexual assault, assaults, drug offences,
is to reduce
from the client’s estate. weapons, theft, burglary, fraud, robbery, crimi-
criminality and raise nal damage and illegal possession or use of
Criminal Law standards in the private fire arms is useful in prevention and, when
According to the legal wording, criminal
security industry to ensure that required, effective handling of crime at
law is the body of rules and statutes that the public is, and feels, safer. Our the crime scene.
define conduct prohibited by the gov- mission is to be a fair, effective Laws Linked to Private
ernment because such conduct threat- and efficient regulator of the Security Industry
ens and harms public safety and welfare. private security industry.1 The legislations that play a significant role
Criminal law establishes punishment to be —SIA Competency for
imposed for the commission of such acts. in private security industry are:
Licensing Renewal
The two sources of criminal law are as follows: Strategy The Private Security Industry Act 2001
Common Law: Prior rulings made by the courts The Equality Act 2010
Statute Law: The law established by the Acts of Parliament The Human Rights Act 1998
The Data Protection Act 1998
Offenders are liable to arrest, prosecution through the criminal
courts and a term of imprisonment under criminal laws. The Private Security Industry Act 2001
The task assigned to door supervisors involves prevent- The Private Security Industry Act 2001 is instrumental in for-
ing disorder and crime while keeping the staff and customers mation of the Security Industry Authority (SIA).
Main Functions of Security Industry Authority
Providing license to individuals and giving approval to se-
curity companies
Monitoring and regulating the activities and effectiveness
of those associated with the security industry
Reviewing the private security industry and its legislative
framework operation
Recommending required and appropriate standards for
improvement
Conducting inspections
Setting up and approving standards of conduct, training
and supervising the industry
1
http://sia.homeoffice.gov.uk/Pages/about-mission.aspx
CHAPTER 1 PRIVATE SECURITY INDUSTRY: THE LEGAL ASPECT | 3
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The SIA provides licenses to security operatives, supervisors,
managers, directors and company owners in the areas of manned KEY TASK
guarding. The Private Security Industry Act 2001 entrusts SIA with
several powers of inspection to maintain compliance.
Door Supervision: pre-empt

and prevent crime; ensure
safety of staff, visitors and
customers
DOOR SUPERVISION
Security Officers (guarding):

guard premises against unlawful
access, illegal possession, or
damage; ensure customers and
staff are neither injured nor
harmed by unlawful conduct of
others; carry out patrolling and
conduct surveillance SECURITY OFFICERS
(GUARDING)
Discrimination
While on duty, private security operatives are expected to deal
Security Officers (key
with issues concerning diversity and equality. Checks and balances
holding): manage access
are in place to ensure that the security professionals don’t discrimi-
through a mechanical device
nate. In other words, security professionals must provide the same and keep custody of a key etc
quality of service to everyone while carrying out the tasks assigned
to them. Prejudice and stereotyping are two aspects of discrim-
ination that security operatives should watch out for.
Prejudice is an irrational attitude of hostility directed against SECURITY OFFICERS
(KEY HOLDING)
an individual, a group, a race, or their supposed characteristics.
Stereotyping is when a simplified and standardized con-
ception or image of a person, group etc. is attributed to each Transit Operatives: protect
property against theft or
and every member of the group and discriminated against ac-
damage while in transit
cordingly. It is significant that the conduct of security opera-
tives is seen to be impartial at all times. Prior to the enactment
of the Equality Act 2010, multiple legislations dealt with is- TRANSIT OPERATIVES
sues relating to equality, diversity and discrimination.
The Equality Act 2010
CCTV Operatives: view
The Equality Act 2010 provides new legislative framework to
closed-circuit cameras to
protect the rights of individuals and to advance equality of monitor activities and scan
opportunity for all. premises
Discrimination can take one of the following forms:
Direct discrimination: treating a person unfavourably be-
cause of a protected characteristic CCTV OPERATIVES
Key Task Continued
4 | MODULE 1 COMMON SECURITY MODULE
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Key Task Continued
a particular legal relationship to the person who acted negli-
gently resulting in that injury. Applied to the private security
industry, vicarious liability makes employers accountable
for the actions of their security operatives. In other words, em-
Close Protection Operatives: ployers can be prosecuted if the security operative employed
escort or protect one or more with them discriminates against the customer.
individuals against assaults and
injuries The Human Rights Act 1998
The Human Rights Act 1998 is based on the articles of the
European Convention on Human Rights and ‘gives effect’
to the rights and freedoms guaranteed therein. During the
CLOSE PROTECTION course of their assignment, the security operatives may inad-
OPERATIVES
vertently breach human rights and the stakeholders may be
hauled up in a court of law for the lapse. To avoid situations
Vehicle immobilisers: like these, security operatives must be well versed in the obli-
manage movement of vehicles; gations imposed by the Human Rights Act.
remove, relocate, or get vehicles
parked The Data Protection Act 1998
The Data Protection Act 1998 controls how personal infor-
VEHICLE IMMOBILISERS mation is used by organisations, businesses or the government.
Indirect discrimination: applying a condition, practice or

requirement to everyone, even if that puts a person with a
protected characteristic to disadvantage
Harassment: unwanted conduct (associated with a pro-
tected characteristic) that creates an offensive environment
for an individual or that violates the dignity of an individual
Victimisation: treating a person less favourably than oth-
ers because of the protected act of the person like a previ-
ous complaint
Vicarious liability is the other legal doctrine that security

professionals must be familiar with. This doctrine assigns liabil-
ity for an injury to a person who did not cause it but who has
The rights and freedoms protected by to be free, unless convicted for a t The right to free speech, peace-
the Human Rights Act are as follows: crime. ful protest and freedom of as-
t The right to life: This act entails in- t The right to a fair trial and no sembly and association: Every
vestigation of suspicious deaths and punishment without law: Every citizen has the right to speak and
deaths in custody. individual is innocent until proven express his/her views freely, or to as-
t The prohibition of torture and guilty. semble without mala fide intention.
inhumane treatment: No situation t Respect for privacy and family t No discrimination: Every individual
justifies torturing or treating others life: Every citizen is granted protec- is protected against being treated in
in a degrading manner. tion against unnecessary surveil- a biased manner or being discrimi-
t The protection against slavery lance and intrusion into his/her nated against on the basis of gender,
and forced labour: No individual personal life. race, sexuality, religion or age.
can be subjected to slavery or t The right to freedom of thought, t Protection of property: All
forced labour. religion and belief: Every indi- citizens are protected against state
t The right to liberty and free- vidual can believe and practise the interference in their private posses-
dom: Every individual has the right religion of his/her choice. sions or property.
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The companies or the organisations that gather, hold or process That the personal data are accurate and up to date
personal information or images of members of the public must That the personal data are kept for longer than is absolutely
abide by certain rules. The enforcement of the legislation is en- necessary
trusted with the Information Commissioner’s Office (ICO). That the personal data are handled according to people’s
The legislation lists down data protection principles data protection rights
that the companies/organisations and other business entities That the personal data are kept safe and secure
using or processing data must adhere to. That the personal data are not transferred outside the
United Kingdom without adequate protection
Data Protection Principles
The legislation ensures stronger legal protection for
The entities using data must ensure the following:
sensitive information, such as ethnic background, political
That the personal data are processed fairly and lawfully opinions, religious beliefs, health, sexual health and criminal
That the personal data are used for limited, specifically records.
stated purposes An individual wanting access to any personal information/
That the personal data are used in a way that is adequate, image can request for it by submitting a subject access re-
relevant and not excessive quest to the data controller of a company or an organization.
Key Terms
Civil Law p. 2 Discrimination p. 4 Stereotyping p. 4
Criminal Law p. 2 Harassment p. 5 The Equality Act p. 4
Data Protection Act 1998 p. 5 Human Rights Act 1998 p. 5 Vicarious Liability p. 5
Data Protection Principles p. 6 Indirect Discrimination p. 5 Victimisation p. 5
Direct Discrimination p. 4 Prejudice p. 4
Credits
http://www.hse.gov.uk http://www.hse.gov.uk/enforce/enforcementguide/notices
http://www.hse.gov.uk/workers/employers.htm /notices-types.htm
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.richmond.gov.uk/home/business/health_and
/notices-intro.htm _safety/risk_assessment/hazards_in_the_workplace.htm
http://www.hse.gov.uk/legislation/hswa.htm http://www.sia.homeoffice.gov.uk/Pages/home.aspx
Multiple Choice
Choose an alternative that best completes the statement or answers the question.
1. A security operative working without an SIA license can be 3. Civil law is concerned with governing .
imprisoned for a period of up to months. a. property disputes c. sexual assault
a. 12 c. 6 b. drug offences d. burglary
b. 10 d. 8 4. The Legal Services Commission has categorised burglary
2. Which of the following statements is true about the as a Class criminal offence.
Security Industry Authority (SIA)? a. E c. C
a. SIA is a non-government organisation responsible for b. D d. K
training coast guards.
5. refers to discrimination with an irrational
b. SIA prepares a data base of sensitive information about attitude of hostility directed against a race.
business tycoons.
a. Prejudice c. Nationalism
c. SIA was formed under the Equality Act 2010.
b. Marxism d. Stereotyping
d. SIA ensures certification of licensed private security
professionals.
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6. refers to the unfair treatment of a person c. Private Security Industry Act 2001
who has complained about discrimination. d. Human Rights Act 1998
a. Direct discrimination c. Harassment 9. Which of the following is true about the Data Protection
b. Victimisation d. Indirect discrimination Act 1998?
7. Which of the following legal doctrines imposes a. It is based on the articles of the European Convention
responsibility upon the employer for the failure of an on Human Rights.
employee? b. It prohibits the transfer of personal data outside the
a. Temporary liability United Kingdom.
b. Individual liability c. It allows storage of personal data only till it is absolutely
c. Vicarious liability necessary.
d. Limited liability d. It allows the use of personal data in a way that is
adequate, but not excessive.
8. Which of the following acts controls how personal
information is used by organisations, businesses or the 10. A subject access request form, for any personal
government? information, can be submitted to the of a
company.
a. Equality Act 2010
a. licence holder c. security operative
b. Data Protection Act 1998
b. data controller d. stakeholder
True/False
Tick mark (✓) the valid option.
TRUE FALSE
1. The Security Industry Authority reports to the Defence Ministry under the terms
of the Private Security Industry Act 1995
2. Offences against children are categorised in class D by Legal Services
Commission.
3. Harassment refers to any unwanted behaviour that creates an offensive
environment for a person.
4. Compliance with the Data Protection Act 1998 is enforced by the Information
Commissioner’s Office.
5. An employer cannot be held responsible for a discriminating activity of a security
operative against a customer.
5. False 3. True 4. True 2. True 1. False

True/False
10. b 9. d 8. b 7. c 6. b 5. a 4. a 3. a 2. d 1. c
Multiple Choice
Answer Key
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C H A P T E R 2
HEALTH AND SAFETY FOR
PRIVATE SECURITY OPERATIVES
HEALTH AND SAFETY AT WORKPLACE

H
ealth and safety management is the prime concern of
all business entities. Companies deploying security pro-
An employer was in breach of his duty towards his employees for fail- fessionals are no exception to this rule. According to the
ing to take reasonable care of work conditions despite being aware of latest health and safety statistics, 27 million working days are
the adverse effects of difficulties/hazards at work. The employer was annually lost due to work-related illness and workplace inju-
prosecuted in the court of law for the lapse. (Hiles v South Glouces- ries. Also, workplace injuries and ill health (excluding cancer)
cost society an estimated £13.4 billion on a yearly basis. The
tershire NHS Primary Care Trust) common causes of serious injury at work are slips, trips and
falls from height. A majority of workplace accidents can be
HEALTH AND SAFETY STATISTICS avoided if companies ensure proper standards of health and
Key Annual Figures 2011–12 safety.
◗ 1.1 million working people were suffering from a
work-related illness
◗ 172 workers killed at work
◗ 1,11,000 other injuries to employees were reported
under RIDDOR
◗ 2,12,000 over-3-day absence injuries occurred (LFS)
◗ 27 million working days were lost due to work-related
illness and workplace injury
◗ Workplace injuries and ill health (excluding cancer) cost
society an estimated £13.4 billion in 2010–11
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Estimated working days lost and associated average days lost per case due to self-reported work-related illness or workplace
injuries
ESTIMATED DAYS LOST (THOUSANDS) AVERAGE DAYS LOST PER CASE*
Central 95% Confidence interval Central 95% Confidence interval
Year Lower Upper Lower Upper
All illnesses 2008–09 24,510 21,899 27,120 20.8 18.8 22.8
2009–10 23,427 20,878 25,976 18.5 16.7 20.4
2010–11 22,083 19,420 24,745 19.2 17.1 21.3
2011–12 22,681 20,011 25,351 21.1 18.9 23.4
All injuries 2008–09 4,694 3,927 5,461 6.5 5.5 7.5
2009–10 5,056 4,004 6,109 7.0 5.6 8.4
2010–11 4,358 3,406 5,311 7.2 5.7 8.7
2011–12 4,320 3,467 5,173 7.3 6.0 8.7
All illnesses 2008–09 29,204 26,474 31,933 15.9 14.5 17.3
and injuries 2009–10 28,483 25,698 31,269 14.9 13.5 16.2
2010–11 26,441 23,551 29,331 15.5 13.9 17.1
2011–12 27,001 24,165 29,837 16.8 15.2 18.4
Source: Labour Force Survey
* ’case’ refers to persons suffering from a workplace injury or a particular type of work-related illness.
Health and Safety at Work etc Act 1974 Employers must do whatever is reasonably practicable to
The Health and Safety at Work Act etc. 1974 places onus on achieve this.
the companies to do what is reasonably practicable to mini- Among other things, the act discusses health and safety
mize workplace hazards and to provide a safe work environ- regulations, approved codes of practice, enforcement and the
ment. The act lists down the general duties of employers, functions of the Health and Safety Commission and the Health
employees, suppliers, manufacturers and people who control and Safety Executive. Breach of law may invoke an improve-
premises. According to the legislation, it is an employer’s duty ment notice, a prohibition notice or criminal proceedings
to protect the health, safety and welfare of his/her employees. against employers, managers and directors of the company.
Responsibilities t consult employees on health and t must make sure they do not do
of Employers and safety issues directly or through anything or fail to do something
safety representatives that puts someone else’s health and
Employees
t make proper safety equipment safety at risk
Employers must: available to employees and others t should obey safety instructions
t assess possible risks to employees visiting the site t should use safety and personal pro-
and people visiting the site t provide safe working practices, rel- tective equipment properly
t effectively control, remove or re- evant training and suitable personal t must follow the site’s emergency
duce identified risks to a reasonable protective clothing or equipment to procedures to help protect them-
degree employees and others visiting the site selves in case of a mishap
t give employees information about Employees:
the risks at the workplace and state t must take reasonable care of their
how they are protected own health and safety
CHAPTER 2 HEALTH AND SAFETY FOR PRIVATE SECURITY OPERATIVES | 9
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Enforcement Notices
The number of notices issued by HSE and local authorities fell in the latest
year after increases in each of the last three years.
15955 notices were issued by HSE and local authorities in 2011–2012, a
decrease of 13% from the previous year.
9910 enforcement notices were issued by HSE, a fall of 10% from the
previous year.
Local authorities issued 6,045 notices, down 17% from the previous year.
PUSH BAR TO OPEN PUSH BAR TO OPEN
CHANGE INDICATOR FOR

ENFORCEMENT NOTICES ISSUED
Last Year
Since 2006–07
Since 2001–02
IMPROVEMENT DEFERRED PROHIBITION IMMEDIATE PROHIBITION TOTAL

09–10 HSE 5,749 47 3,888 9,727
Local authorities 4,680 50 1,380 6,110
Total 10,474 97 5,266 15,837
10–11 HSE 7,127 48 3,863 11,038
Total 12,747 98 5,463 18,308
11–12p HSE 6,132 20 3,758 9,910
Total 10,752 45 5,158 15,955
Enforcement Notices Issued by HSE and Local Authorities

20000
16000
12000
8000
4000
0
2002/03 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12p
Notices issued by HSE Notices issued by local authorities
The Enforcement Management Model is a framework inspector to serve an improvement notice on a person if he/
that helps inspectors in taking enforcement decisions. Inspec- she believes that the person is violating or has violated one or
tors should follow the principles outlined in the Enforcement more of these statutory provisions.2A
Policy Statement (EPS) while initiating actions against the
supervisors/owners of the premises charged with the breach 2A
http://www.hse.gov.uk/enforce/enforcementguide/notices
of health and safety laws. Section 21 of the act allows an /notices-types.htm
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A prohibition notice is served by an inspector in relation Risk Assessment is the evaluation of the possible risks in a
to an activity that is being, or is likely to be, carried on, and to product, situation, activity or course of action. In other words,
which any of the relevant statutory provisions apply (or will risk assessment involves identifying hazards, calculating the
apply). Sections 22 and 23 of the act deal with the service of risk and reducing or controlling the risk to an acceptable and
prohibition notices.2B reasonable degree.
UK regulation on health and safety demands high stand-
Risks and Hazards ards of monitoring. The economic benefit of good safety man-
Hazard refers to the exposure or vulnerability to injury, loss agement includes uninsured costs of accidents such as:
etc. In other words, anything that has the potential to cause
damage or harm is a hazard. work interruptions
investigation resources
Risk is the possibility or likelihood of incurring misfortune or loss. replacement of damaged equipment
temporary staff cover
2B
http://www.hse.gov.uk/enforce/enforcementguide/notices
/notices-types.htm
Fatal Injuries to Workers

There were 173 workers fatally injured in 2011–12 (provisional), equivalent to a
CHANGE INDICATOR FOR
rate of fatal injury of 0.6 per 1,00,000 workers.
WORKER FATALITIES
With the inclusion of the 2011–12 data into the time series, the trend for the lat-
est four years appears to show a levelling-off in the previous downward trend. Last Year
The rate for 2011–12 compares to a rate of 0.7 when an average of the previ-
ous five years is examined. Since 2006–07
Of the main industrial sectors, construction, agriculture, and waste and recy-
cling have the highest rates. These sectors accounted for 49, 33, and five fatal Since 2001–02
injuries to workers, respectively.
YEAR EMPLOYEES SELF-EMPLOYED WORKERS

Number Rate (a) Number Rate (b) Number Rate (c)
2007–08 178 0.7 55 1.4 233 0.8
2008–09 127 0.5 52 1.3 179 0.6
2009–10 104 0.4 43 1.0 147 0.5
2010–11 122 0.5 53 1.3 175 0.6
2011–12p 118 0.5 55 1.3 173 0.6
(a) per 100000 employees (b) per 100000 self-employed (c) per 100000 workers
Number and Rate of Fatal Injuries to Workers

400 1.25
Number of Fatal Injuries
1.00
Rate of Fatal Injury
300
0.75
200
0.50
100
0.25
0 0.00
97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 07/08 08/09 09/10 10/11 11/12p
Rate of fatal injury per 100 000 workers Number of fatal injuries
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Common Examples of t Lack of or poor training Spillage procedures
Workplace Hazards t Violence and assaults t No spillage kits
t Overcrowding t Lack of training
Equipment hazards
Housekeeping Fire
t Dangerous machinery
t Slippery floors t Ignition sources
t Services (electricity, water, gas,
compressed air) t Dirty equipment
t Combustible materials/flammable
t Lack of planned maintenance t Cluttered pedestrian gangways liquids
t Lack of training Control of waste t No smoking policy
t Failure of permit-to-work system t No control on hazardous waste t Unsafe electrical installation and
t Lack of regular testing appliances
Traffic movements
t Little or no fire detection and warn-
Physical hazards t Unsafe vehicle access and egress
ing systems
t Slips, trips and falls t Unrestricted access to hazardous areas
t Inadequate protection from smoke
t Ergonomics t No speed controls
t No fire fighting
t Noise and vibration t No parking restrictions
t Blocked means of escape
t Extremes of temperature t Inadequate lighting of traffic routes
t No fire drills and training
t Radiation, including UV and infra red Materials handling and storage
First aid
Chemical and biological hazards t A lack of handling devices, including t No first-aiders
conveyors, lift trucks etc
t Hazardous substances t Inadequate facilities
t Poor manual handling techniques
t Pathogens (microorganisms hazard-
t Inadequate product segregation Evacuation procedures
ous to human health)
t Genetically modified organisms Contractors and visitors t No evacuation plan
t No visitors’ book t No fire drill
Human factors
t Poor health and safety information
t Shift patterns for visitors
t Lack of safety awareness and poor Credit: http://www.richmond.gov.uk/home
t No induction training /business/health_and_safety/risk_assessment
attitude t Lack of supervision /hazards_in_the_workplace.htm
Minimizing Risk to Personal Safety Hierarchy of controls is the tool to minimize (i.e. eliminate,
reduce or control) a hazard or a risk.
The six safe lifting techniques include: In order of effectiveness, the hierarchy of control has the
1 - Stop and think following elements:
2 - Position the feet
3 - Bend the knees I. Elimination
4 - Get a firm grip, keeping the back straight
5 - Slowly straighten your legs while holding If possible, completely removing the hazard is the best course
the load of action.
6 - Keep the load close to the body
II. Substitution
Remember:
The easiest way is not Replacing the hazard with a lesser hazard is the next best op-
always the safest way! tion. Make sure to assess the risks posed by the lesser hazard.
III. Engineering
If both elimination and replacement are not possible, make
amends to the process, equipment or plant to restrict the im-
pact of the hazard. For instance, switching to ‘wet’ processes
can reduce dust, enclosing or isolating the hazard limits the
R13-1059 CH02_pg08-16.indd 12 24/06/14 1:07 PM

Hierarchy of Control area of impact and installation of ventilation systems improves

Apply the highest level of control commensurate with the risk the flow of air.
level—lower value controls may be used in the interim until
long-term controls are implemented. IV. Administrative controls
Designing, amending or establishing policies and procedures
ELIMINATION
to minimise risks is another way of managing hazards. For in-
SUBSTITUTION stance, altering job scheduling to limit exposure, posting haz-
ard signs, restricting access and imparting training are some
ENGINEERING administrative controls that can alter the outcome.
V. Behaviour
ADMINISTRATIVE
Enforcing safe work practices, good housekeeping, and per-
BEHAVIOUR sonal hygiene practices also help manage hazards.
VI. Personal Protective Equipment
PPE
Personal protective equipment (PPE) acts as a barrier be-
tween the wearer and the hazard. Waterproof clothing, head-
wear, gloves, face shields, respirators, safety goggles, blast
Increasing Increasing
effectiveness participation and
shields, hard hats, stab-resistant vests, metal detectors, ear
and sustainability supervision needed defenders, eye protection, safety boots, radios, mobile phones
and torches are some examples of PPE.
Safety Signs Security Operatives Must Know

Hazardous
Prohibition Warning Mandatory Safe Conditions Fire Equipment
Substance
Response to Accidents/Injuries at Workplace The Health and Safety (First-Aid) Regulations 1981 place a
First aid refers to the emergency treatment administered to legal duty on employers to provide immediate attention to
an injured or sick person before medical help such as an am- employees who are injured or taken ill at work, and to provide
bulance or a doctor arrives. appropriate and adequate first aid equipment, personnel and
R13-1059 CH02_pg08-16.indd 13 24/06/14 1:07 PM

facilities. These regulations are applicable to all workplaces in- injury/illness, initiating action to protect and preserve life and
cluding those with less than five employees. finally calling for appropriate assistance.
The primary purpose of first aid is to minimize/reduce the They may seek help from any or all emergency services by
effects of injury or illness suffered at work. dialling 999 or 112. Police, ambulance, fire brigade, and coast-
The main aims of first aid are: guard have permanent emergency control centres and calls
to protect and preserve life may be routed through 999 or 112 to reach them.
to prevent injury/illness from getting worse However, before first-aiders/security operatives handling
to foster recovery an emergency situation call for help, they must be ready with
to make qualified medical help available the following information:
The minimum first-aid provisions on any work site include: The type of service required
The phone number he/she can be reached
a waterproof, airtight and well-stocked first-aid box
The exact location of the emergency
an appointed person to take charge of first-aid arrangements
Kind of accident and the degree of damage
information to employees about first-aid arrangements
The number of casualties
All first-aid boxes/rooms should be clearly identifiable with Potential dangers/hazards, if any
a white cross on a green background. They should be placed/
located where they can be seen/accessible easily. Health and Safety Accidents: Reporting
Procedures
A security operative can play a significant role in collecting,
A security operative must know the organisation’s:
compiling and recording details of accidents/injuries at work-
t first-aid policy
place. This information finds mention in the accident book
t action plan in medical emergencies and is often helpful in devising improved methods to ensure
t qualified first-aiders in the team general health and safety of employees. Such information also
helps employers in identifying accident patterns and evaluat-
ing requirements for insurance.
Reporting of Injuries, Diseases and Dangerous

Occurrences Regulations 1995 (RIDDOR)
This law requires that injuries, diseases and dangerous occur-
rences are recorded and notified to the local enforcement au-
thorities such as Health and Safety Executive so that they can
suggest ways to avoid work-related deaths, injuries, ill-health
and accidental loss.
The RIDDOR report includes details about:
work-related deaths
serious injuries
cases of diagnosed industrial diseases
certain near miss or ‘dangerous occurrences’
Security operatives may not directly be accountable for
completing the RIDDOR report, but they can help supervisors,
managers or health and safety officers correct information
If security operatives are qualified to administer first aid in about dangerous occurrences.
emergency situations, they should begin by evaluating the Security operatives must be familiar with the site’s proce-
situation, containing the situation, determining the degree of dures for reporting medical incidents.
Key Terms
Enforcement Management Model p. 10 Personal Protective Equipment p. 13
First Aid p. 13 Prohibition Notices p. 11
Hierarchy of Control p. 12 Risk Assessment p. 11
R13-1059 CH02_pg08-16.indd 14 24/06/14 1:07 PM

Credits
http://www.hse.gov.uk/workers/employers.htm http://www.hse.gov.uk/firstaid/legislation.htm
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.hse.gov.uk/pubns/indg214.pdf
/notices-intro.htm http://www.hse.gov.uk/index.htm
http://www.hse.gov.uk/legislation/hswa.htm http://www.hse.gov.uk/firstaid/review/firstaidl74.pdf
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.hse.gov.uk/pubns/indg453.pdf
/notices-types.htm
http://www.hse.gov.uk/riddor/
http://www.richmond.gov.uk/home/business/health_and
http://www.sia.homeoffice.gov.uk/Pages/home.aspx
_safety/risk_assessment/hazards_in_the_workplace.htm
Multiple Choice
1. Hierarchy of controls is a tool to . 7. In the hierarchy of control, displaying hazard signs at
a. assist inspectors in making enforcement decisions the work place is an example of which of the following
b. evaluate uninsured costs of accidents elements?
c. develop action plan for emergencies a. behaviour
d. minimise a hazard or a risk b. engineering
c. administrative controls
2. What sections of the Health and Safety at Work Etc Act
1974 list out provisions for the service of prohibition d. personal protective equipment
notices? 8. Which element of the hierarchy of control encourages
a. 19 and 20 c. 20 and 21 good personal hygiene practices?
b. 22 and 23 d. 24 and 25 a. administration
3. refers to the likelihood of incurring b. engineering
misfortune or loss. c. evaluation
a. Risk c. Elimination d. behaviour
b. Hazard d. Prohibition 9. Which of the following is NOT an element of the hierarchy
4. involves identifying hazards, calculating of control?
the probability of an accident and controlling it to an a. prohibition
acceptable degree. b. elimination
a. Critical Thinking c. administrative
b. Administrative Restraint d. behaviour
c. Risk Assessment 10. Which of the following is the recommended sequence
d. Enforcement Management of administering first aid by a qualified security
5. Which of the following is NOT included in RIDDOR report? operative?
a. work-related deaths a. evaluate and contain the situation; determine the
illness; protect life; call for assistance
b. enforcement decisions
b. protect life; determine the degree of illness; evaluate
c. cases of diagnosed industrial diseases
and contain the situation; trouble-shoot
d. near miss or dangerous occurrences
c. call for assistance; evaluate and contain the situation;
6. Changing the original process to restrict the impact of a protect life and property
hazard is referred to as . d. determine the degree illness; evaluate and contain the
a. prohibition c. replacement situation
b. engineering d. evaluation
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True/False
TRUE FALSE
1. Section 23 of the Health and Safety at Work Etc Act 1974 has provisions for an
improvement notice to be served in contravention cases.
2. Health and Safety Regulations 1981 require law enforcing agencies to provide
appropriate equipment for first-aid attention.
3. Radios, mobile phones and torches can be categorized as personal protective
equipment.
4. The RIDDOR report contains information about cases of work-related deaths,
injuries and ill-health.
5. The security operative of a company is directly responsible for completing
the RIDDOR report.
5. False 4. True 3. True 2. False 1. False

True/False
10. a 9. a 8. d 7. c 6. b 5. b 4. c 3. a 2. b 1. d
Multiple Choice
Answer Key
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C H A P T E R 3
FIRE SAFETY AWARENESS
New Look Retailers in London’s Oxford Street was fined £250,000 The Elements of Fire
and £150,000, respectively, for the company’s failure to provide Oxygen
an appropriate and sufficient fire risk assessment and for inad-
equate safety training to its staff, following a major fire at its
premises in November 2009. Commenting on the court verdict, O2
London Fire Commissioner Ron Dobson said: ‘Over £1m in fines
shows how serious the Courts are taking fire safety, and now it’s
time for the responsible persons at these premises to understand
that ensuring buildings are safe for all the people that use them
is not an optional task. When we are informed about fire safety
issues or find them as part of our inspection programme, we
will act’. Fire
F
ire risk assessment and fire safety training are the two
Fuel Heat
most significant aspects of fire management for all busi-
ness entities. Fire accidents endanger lives, damage Fire requires three primary elements to stay ignited, namely
property worth millions and interrupt businesses. Security oxygen, fuel and heat. In other words, the onset of fire requires
operatives must be aware of both the prevention and the ac- any or all of the following:
tion plan for fire accidents. Court verdicts such as in the case Oxygen to sustain combustion
of New Look fire encourage regulators to keep fire safety high Heat to raise the material to its ignition temperature
on the agenda. Some kind of fuel or combustible material
According to the statistics for 2011–12, Great Britain re-
ported 380 fire fatalities; Out of this, England reported 304 What Causes Fire?
fire fatalities; Wales, 19; and Scotland, 57. Similar figures for Fuel and oxygen combine to cause an exothermic reaction that
non-fatal fire accidents are 11,298 for Great Britain, 9,319 for produces heat. In combustion reaction, oxygen molecules react
England, 581 for Wales and 1,398 for Scotland. Table 1 indi- with fuel to produce carbon dioxide molecules and water. The
cates that in 2011–12, maximum fire accidents were reported chemical bonds of the reactants (oxygen and fuel) are broken, re-
between 7 pm and 9 pm. The sources of ignition for most fires sulting in the formation of new bonds in the products (carbon di-
reported in 2011–12 were smokers’ materials, cooking appli- oxide and water).The newly formed bonds release energy, which
ances and electrical appliances. shows up as heat or thermal energy.
17
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CASUALTIES BY TIME OF DAY, GREAT BRITAIN, 2011–12
HOSPITAL HOSPITAL PRECAUTIONARY
NUMBER OF FATAL, SERIOUS SLIGHT FIRST AID CHECK
HOUR IN DAY INCIDENTS FIRE-RELATED INJURIES INJURIES GIVEN RECOMMENDED
11–12 7,964 15 45 138 139 95
12–13 9,792 25 33 178 161 97
13–14 11,183 10 30 160 209 92
14–15 12,754 9 51 175 159 125
15–16 14,924 25 45 169 197 113
16–17 17,631 24 33 231 229 128
17–18 20,706 13 59 247 264 149
18–19 22,501 12 47 266 273 177
19–20 23,722 19 46 231 240 129
20–21 23,328 15 63 225 228 150
21–22 19,814 18 44 238 205 138
22–23 15,216 21 49 228 180 136
23–00 11,824 17 26 216 161 122
00–01 9,675 27 56 212 184 88
01–02 7,990 18 41 201 135 103
02–03 6,470 15 30 197 114 100
03–04 5,342 8 28 163 88 80
04–05 4,398 11 24 126 93 80
05–06 3,557 9 32 100 68 54
06–07 3,248 10 12 68 46 51
07–08 3,664 17 23 103 63 45
08–09 4,667 20 21 103 90 46
09–10 5,343 10 35 88 108 61
10–11 6,372 12 24 139 106 100
Average Hour, rounded 11,340 20 40 180 160 100
Credit: https://www.gov.uk/government/publications/fire-statistics-great-britain-2011-to-2012
Security operatives must know how to extinguish fire. It is

important to know that if any of the three elements of fire is The Regulatory Reform Order 2005 applies to:
taken away, the fire gets extinguished. Fire extinguishers make t Offices and shops
use of this principle to douse the flames. In other words, fire t Premises that provide care, including care homes
safety draws from the principle of keeping fuel sources and and hospitals
ignition sources apart.
t Community halls, places of worship and other com-
munity premises
The Regulatory Reform (Fire Safety) t Pubs, clubs and restaurants
Order 2005 t Schools and sports centres
The Regulatory Reform Order puts onus on individuals within t Tents and marquees
an organisation to carry out risk assessments to identify, t Hotels and hostels
manage and reduce the risk of fire. In other words, any per- t Factories and warehouses
son who has some level of control in the premises must take
R13-1059 CH03_pg17-24.indd 18 24/06/14 1:08 PM

CLASSIFICATION OF FIRE ON THE BASIS OF ACTION REQUIRED TO COUNTER IT
t Solid fuels: wood, t Flammable liquids: t Flammable gases: t Metals: sodium, t Cooking oils and t Electrical: electrical
paper, fabric, plastic petrol, jet fuel, methane, hydrogen, potassium, radium, fats: vegetable oils, equipment, over-
gasoline, methanol, propane zinc, magnesium palm oil, butter loaded adaptors
ethanol, thinners and sockets, light
fixtures, extension
cords, space heaters,
outdated wiring
reasonable steps to reduce the risk from fire and make sure Averting Fire
people can safely escape if there is a fire. Accidents: Basic
The order applies to all premises and covers nearly every
Prevention
type of non-domestic building, structure and open space.
Security operatives can help avert major fire accidents by If statistics are an indication, in-
timely action. Other than identifying the potential sources of flammable material, electrical
fire, door supervisors can initiate preventive measures. To begin and cooking appliances, power
with, employers must identify a competent person to carry out distribution and space heating
and document fire risk assessment of the work premises. The appliances are some of the key
responsibility of informing, training and sharing instructions on sources of ignition for major
fire safety with the employees lies with the employers. fires reported in the last decade.
Who according to the Regulatory Reform Order 2005 is a re- Faulty electrical wiring, reckless
sponsible person? Anyone who has control of premises or any- smoking and poor maintenance
one who has a degree of control over certain areas or systems contribute to higher fire risk as-
may be a ‘responsible person’. The definition includes the em- sessment rating of any business
ployer, the managing agent and the occupier of the premises. premises.
Types of Fire
Top five products that cause maximum number of elec- Extinguishers
trical fires in UK homes are:
Fire extinguishers have limited
t Electric cooking appliances (cooker, microwaves)
capacity and they can be used
t Laundry appliances (washing machines, tumble dryers) to put out small fires. It is crucial Antonio V. Oquias/Shutterstock.com
t Electrical lighting for the security operatives to understand the classifications of
t Portable heaters fire to ensure that correct fire extinguisher is used to douse the
t TVs flames. Portability is one of the key advantages of fire extinguish-
In total, these five types of products trigger almost ers. All security operatives must know which fire extinguisher
12,000 fires each year resulting in 3,000 fire injuries. should be used in what type of fire, how to use fire extinguishers
Source: Electrical Safety Council and where to find the extinguisher on the premises. Using inap-
propriate fire extinguisher can lead to disastrous consequences.
Action points t To get rid of or reduce the risk from t To create a plan to deal with any
fire as far as is reasonably possible emergency
t To carry out fire risk assessment,
identifying possible dangers and t To provide general fire precautions t To keep a record of your findings
risks to deal with any possible risk t To review the findings when
t To consider who may be especially t To take other preventive measures if necessary
at risk flammable or explosive materials are
used or stored
CHAPTER 3 FIRE SAFETY AWARENESS | 19
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Preventive Measures: Checklist t Ensure that cables and wires are not t Monitor employees using blow-
for Security Operatives trapped under furniture lamps and cutting or welding
t Ensure that all non-essential electri- t Report faulty electrical equipment equipment
cal gadgets are switched off immediately t Maintain temperature control to
t Ensure that all electrical wiring, t Keep electrical equipment away avoid need for portable heaters or
plugs and sockets are sound, cor- from sources of heat coolers
rectly fused and not overloaded t Prohibit smoking inside the premises t Design or position heaters, machin-
t Ensure that all electrical appliances are t Keep heat sources away from com- ery or office equipment so that ven-
PAT (portable appliance testing) tested bustible material tilators are not obstructed
t Ensure that cables and wires do not t Prevent accumulation of easily ignit- t Supervise cooking facilities
run under carpets able rubbish or paper
KNOW YOUR FIRE EXTINGUISHER

SOURCES OF IGNITION FIRE EXTINGUISHER TO BE USED
Combustible materials: What works: Water fire extinguishers.
wood, paper, textiles, straw, How does it work: The water soaks the materials and cools them to extinguish fire.
coal, tires How to use: Point the jet at the foot of the flames and move it across the area under fire.
Ensure all areas of fire are out.
Liquids or materials that What works: CO2 (carbon dioxide) fire extinguishers.
liquefy: fats, oils, petrol, How does it work: Carbon dioxide, a non-inflammable gas (that is heavier than oxygen),
paints, alcohol, paraffin replaces the oxygen and absorbs the heat to extinguish the fire.
How to use: Direct the discharge horn at the base of the flames and move the jet across
the area of the fire.
Gases: hydrogen, natural What works: Powder fire extinguishers.
gas, methane, propane, How does it work: Dry chemical extinguisher interrupt the chemical reaction of the fire
acetylene by coating the fuel with a thin layer of powder or foam, separating the fuel from the sur-
rounding oxygen.
How to use: Point the jet or discharge horn at the base of the flames and, with a rapid
sweeping motion, drive the fire towards the far edge until all the flames are out.
Metals: sodium, magne- What works: Special fire extinguishers.
sium, aluminium, lithium, How does it work: The extinguisher forms a crust to insulate the metal to prevent access
potassium to other combustible material and smothers the fire by preventing atmospheric oxygen
from reacting with the metal.
How to use: Requires training.
Electrical: Electrical What works: CO2 (carbon dioxide) fire extinguishers, dry chemical fire extinguishers.
equipment, short- How does it work: CO2 extinguisher puts out fire by displacing oxygen at the surface
circuiting, overloaded of the fire. If the ignition source remains, dissipation of CO2 gas may reignite the fire.
cables Dry chemical fire extinguishers leave a blanket of non-flammable material on the extin-
guished material thereby reducing the likelihood of reignition.
How to use: Pull pin, rupture cartridge if applicable, squeeze nozzle to release agent;
direct discharge at base of flames, then direct it at remaining material that is burning.
R13-1059 CH03_pg17-24.indd 20 24/06/14 1:08 PM

Other Firefighting Equipment Fire hose couplings: Metal pieces (steel, brass, or alumin-
ium) at the end of fire hoses used to connect the hose to
Fire hose: A high pressure, flexible pipe used to carry water
additional fire appliances
or foam to extinguish the fire
Fire blankets: Tools that deprive fire of the oxygen to en-
sure that blaze is restricted and doesn’t spread; particularly
useful for rapid firefighting intervention
Ev Thomas/Shutterstock.com
Security operatives must know how fire extinguishers work
Fire hose reels: Long lengths of rubber hose connected

to main water supply; quick action tools that help firefight-
Fire blanket
ers make efficient use of vehicle space and cover long dis-
tances to douse flames
Fire monitors: High-capacity water jets mounted on top
of fire trucks; used for manual firefighting; in specific, they
accommodate foam that is injected in the upstream piping
Fire nozzles: A projected pipe or spout at the end of a hose
to regulate and direct the flow of fluid; allows firefighters to
select the most appropriate flow rate and operating pressure
Firefighting trailers: Mobile firefighting stations used for
large industrial or wild land fires
Sprinklers: Used to spray water onto the fire through out-
lets in the ceiling
Dry/Wet risers: Long water pipes running across the ceil-
ings, allowing water to be dispensed through sprinklers
Gas-Based flooding systems: They flood the fire area
with CO2; used for fire zones that contain electrical gadgets
Foam-Based flooding systems: These systems use sprin-
Ery Azmeer/Shuttertsock.com
klers to flood the fire area with foam; used for fire zones that
store flammable liquids
Fire Doors and Exits

Fire door is an internal door that provides an escape route
Hose reel
through the building other than compartmentalizing the fire.
R13-1059 CH03_pg17-24.indd 21 24/06/14 1:08 PM

Fire doors help in containing the flames and prevent smoke
and fire from spreading to other sections of the building.
Fire exit is a strategically located, outward opening
door with exit signs leading to it. There are two types of fire
exits—internal and external. Internal fire exits slow down
the smoke and restrict the flames, while external fire exits
facilitate quick and unhindered escape to safety. Fire exits
should be clearly marked, unobstructed, and possibly fol-
low the direction of the traffic flow.
At the fire assembly points, the security officer should tally

the head count for staff members and visitors with the attend-
ance register and visitors’ book, respectively. It is imperative
that security operatives stay calm, composed and alert. They
Yellow doors (internal fire exit) are meant to restrict the must act in an assertive manner, make the right decisions and
spread of fire. Green doors (external fire exit) are used communicate clearly and effectively to people while guiding
for safe exit from the fire zone them to safety.
Evacuation: To Do List for Security Operatives

Security operatives should be aware of the positions they are
required to take in case of fire. They must be familiar with the
location and the operational details of fire alarms, emergency
exits and equipment such as fire extinguishers. In case of
evacuation, security operatives are required to guide people
to fire assembly points on the premises.
As soon as security operatives discover fire, they should do
the following:
Sound the alarm or alert everyone that there is a fire
Call the fire brigade (manually or by activating the alarm
that automatically sends signal)
Start evacuation to protect life and property
Fight off the fire if it is a minor one
Use the equipment/fire exits to get people out to safer places
When fire services arrive, the firefighters should be guided
to the location and the cause of fire. Security operatives
should give them a list of missing people and point out spots
All first aid boxes are now green in colour with a white
on fire. They must also spell out the potential risk areas such as
cross on them
power stations and generators.
R13-1059 CH03_pg17-24.indd 22 24/06/14 1:08 PM

Key Terms
Combustible p. 17 Fire Exit p. 22 Fire Nozzles p. 21
Combustion p. 17 Fire Hose Couplings p. 21 Firefighting Trailers p. 21
Exothermic p. 17 Fire Hose Reels p. 21 Ignition p. 17
Fire Blankets p. 21 Fire Hose p. 21
Fire Door p. 21 Fire Monitors p. 21
Credits
http://www.gov.uk/government/uploads/system/uploads http://www.hse.gov.uk/services/fire/statistics.htm
/attachment_data/file/14879/making-your-premises http://www.firesafe.org.uk
-safe-short-guide.pdf /types-use-and-colours-of-portable-fire-extinguishers/
http://www.gov.uk/government/organisations http://www.sia.homeoffice.gov.uk
/department-for-communities-and-local-government
/series/fire-statistics-great-britain
Multiple Choice
1. Which of the following elements is not required for a fire 5. is a non-flammable gas which absorbs heat
to stay ignited? and helps to extinguish fire.
a. Oxygen a. Propane
b. Fuel b. Hydrogen
c. Heat c. Carbon dioxide
d. Carbon dioxide d. Methane
2. Who, according to the Regulatory Reform (Fire Safety) Order 6. Which of the following is a high-capacity water jet
2005, is responsible for carrying out risk assessments to mounted on top of a fire truck that can accommodate
identify, manage, and reduce the risk of fire on a premises? foam injected in the upstream piping?
a. the local authority and its representatives a. foam-based flooding system
b. the fire association and its representatives b. wet riser
c. the owner and the managing agent of the venue c. fire sprinkler
d. the national fire fighters forum and its managing agents d. fire monitor
3. During an exothermic reaction, what is the end product 7. What should a security operative do as soon as he or she
when chemical bonds are broken in the reactants? detects fire?
a. water and carbon dioxide a. Locate first aid boxes
b. carbon dioxide and hydrogen b. Switch off fire alarm
c. hydrogen and carbon dioxide c. Sound fire alarm
d. carbon dioxide and oxygen d. Move customers to adjacent premises
4. Which one of the following is the most likely source of a 8. Which of the following is particularly useful for rapid fire-
metal fire? fighting intervention?
a. methane a. Gas-Based flooding system
b. ethanol b. Foam-Based flooding system
c. magnesium c. Dry/ Wet raiser
d. hydrogen d. Fire blanket
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9. The taking away of which one of the following will result 10. Which of the following extinguishers works best for elec-
in a fire being extinguished? trical fires?
a. fuel a. Water fire extinguisher
b. thermal energy b. Powder fire extinguisher
c. water c. Dry chemical fire extinguisher
d. carbon dioxide d. Special fire extinguisher
True/False
TRUE FALSE
1. Fuel and carbon dioxide combine to cause an exothermic reaction.

2. Methane is a flammable gas.
3. Internal fire exits provide an escape route in case of fire.
4. In case of evacuation, security operatives should attempt fighting off the fire if it is a
minor one.
5. Hose couplings are long lengths of rubber hose connected to the main water supply.
5. False 4. True 3. False 2. True 1. False

True/False
10. c 9. a 8. d 7. c 6. d 5. c 4. c 3. a 2. c 1. d
Multiple Choice
Answer Key
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C H A P T E R 4
EMERGENCY PROCEDURES
EMERGENCY/MAJOR INCIDENT
A
situation such as this poses a threat to the employees,
public or environment, gets the operations scrapped
Steam billows from a tank containing acetic acid at a large brewery. or suspended, and paves way for an urgent, immediate
The security operative calls the Fire and Rescue service, which upon action to deal with a workplace emergency. Any emergency
arrival evacuates the manufacturing plant, creates a 300m exclusion scenario that has the potential to cause major disruption, af-
zone and sets to work. The brewery is back to running within 2 hours. fects large numbers of people, causes a substantial amount
of damage or creates a strain on resources is referred to as a
(http://www.veoliaenvironmentalservices.co.uk/Main/Services major incident.
/For-business/Emergency-response/Case-studies/)
Types of Emergencies or
Major Incidents
Natural
Extreme weather
Flooding
Landslides
Earthquakes
Epidemics
Heat waves
Man-Made
Air, rail, waterways and road accidents
Escape of dangerous chemicals
Explosions
Radiation incidents
E.G.Pors/Shuttertsock.com
Terrorist attacks
Crowd-related incidents
Oil pollution
Fire and building collapse
25
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Emergency Actions t Summoning the emergency ser- t Incident control
vices (i.e., call 999 or 112) t Liaison with emergency services
Actions for security operatives to follow t Crowd management, including
t Providing first aid and medical
in an emergency should include the evacuation, where necessary assistance
following:
t Evacuation of people with
t Raising the alarm disabilities Credit: http://www.hse.gov.uk/event-safety
/incidents-and-emergencies.htm
t Informing the public t Traffic management, including
t Onsite emergency response (i.e., use emergency vehicles
of fire extinguishers)
Procedure for Making Emergency Calls Be prepared to give the following information: What has
happened? Where is the location of the emergency?
It is integral that security officers know the proper procedure
Who was involved? Did anyone get hurt? If so, how many
for calling emergency services so that appropriate help can be
people?
delivered in a timely manner. The following guidelines should
Be calm and give clear, concise answers to the call-taker.
be followed:
Ensure that your phone stays on or provide the call-taker
Call toll-free numbers 999 or 112. Call 111 if the situation with an alternative phone number, so the emergency ser-
is not life-threatening and is less urgent. If possible, use a vices personnel can call you back if more information is
telephone box or other landline phone so the call-taker can needed.
trace the call location if necessary.
Emergency Contact Numbers
Emergency Services
For fire, police and ambulance, dial 999 or 112. Call 111 if
you need quick medical help.
St John Ambulance
Telephone: 020 7324 4000
Website: http://www.sja.org.uk
Red Cross
Telephone: 020 8944 0246
Website: http://www.redcross.org.uk/
Samaritans
Telephone (Kingston): 020 8399 6676
Website: http://www.samaritans.org/
Fire, personal injury and bomb threat scenarios call for spe-
cific expedient measures that help the security officer gain
effective control over the situation on hand and save human
lives and property. In any emergency situation, it is important
to remember that protection of property is secondary to pres-
ervation of life.
bikeriderlondon/Shutterstock.com
Fire Emergency Procedures3

1. As soon as the fire alarm is activated, evacuate quickly by
the most direct route.
http://www3.hants.gov.uk/firesafetyinductionworkbook.pdf
3
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5. Once you have evacuated from the building and are in

a safe location, ensure the fire brigade is immediately
notified by phoning 999.
6. Go to your assembly point and report to your fire marshal.
Personal Injury Emergency Procedures
2. If you discover a fire, shout to notify those in the
Tyler Olson/Shutterstock.com
immediate danger area and activate the fire alarm.
Evacuate from the building by the safest route. When
evacuating from a smoke-filled room, the safest
breathing area is the nearest floor. Close all doors and
windows behind you as you go, if you are the last one
The following actions should be considered for implementa-
out and if it will not endanger yourself, to stop the fire
tion in cases of personal injury incidents:
from spreading.
3. Never place yourself in further danger. Tackle a fire, only Establish the nature and extent of the emergency without
if it is small and you are certain that you can do so delay.
safely, by moving flammable material and using a fire Ensure that all group members are safe and looked after at
extinguisher. all times.
4. Ensure that disabled staff/visitors are escorted to a refuge Establish the names of any casualties and arrange immedi-
area or out of the building. ate medical attention.
Ensure that a leader accompanies casualties to hospital.
Notify the police if necessary (and British Embassy/
The Most Common Types of Workplace Consulate if abroad).
Accident/Injury Inform the base contact (who can contact other parties).
Security officers should take care to avoid putting them-
t Trips/slips or falls
selves in unnecessary danger when responding to an emer-
t Electrical incidents
gency. The safety of the group needs the security officer to be
t Manual handling/ fully capable, not disqualified by a serious personal injury.
lifting
t Sprains and strains Actions in First Response Situations
t Back injury Requiring First Aid4
t Head injury First aid for:
t Neck injury Someone who’s unconscious and not breathing:
antos777/Shutterstock.com
t Repetitive strain 1.Tilt the person’s head backwards to check breathing; look
injury and feel for breaths. 2. Call 999 for help. 3. Push downwards
Other less common firmly, at a regular rate, in the middle of the chest and release;
injuries/illnesses in the continue until you get help.
workplace include occupational asthma, deafness, Someone who’s choking: 1. Call 999 for help. 2. To dislodge
vibration white finger and dermatitis. the object, hit the person’s back firmly between the shoulder
blades.
Credit: http://www.workplacesafetyadvice.co.uk/common-
injuriescauses-accidents-work.html 4
http://www.redcross.org.uk/What-we-do/First-aid/Everyday-First-Aid
/Fast-first-aid-tips
CHAPTER 4 EMERGENCY PROCEDURES | 27
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Procedures for Handling precise about the location and tim- cannot get hold of anyone, inform
Bomb Threats ing of the alleged bomb and whom the police directly.
the caller represents. If possible, 6 If you have not been able to record
Most bomb threats are made over the keep the caller talking. the call, make notes for the police.
phone and the overwhelming majority 3 Ensure that any recording facility is And do not leave your post, unless
are hoaxes, although terrorists do make switched on. ordered to evacuate, or until the po-
hoax calls with the intent of causing 4 When the caller rings off, dial 1471 lice arrive.
alarm and disruption. Any hoax is a crime (if that facility operates and you
and, no matter how ridiculous or uncon- have no automatic number display)
Credit: http://www.cpni.gov.uk/Security-
vincing, must be reported to the police. Planning/Business-continuity-plan
to see if you can get the caller’s /Bomb-threats/
Follow these basic measures for han- number.
dling a bomb threat:
5 Immediately report the incident to
1 Stay calm and listen. the relevant manager or security
2 Obtain as much information as team to decide on the best course
possible—try to get the caller to be of action and notify the police. If you
Signs and Behaviours t Someone buying or

that could Indicate storing large amounts
of chemicals for no ob-
Unusual, Suspicious or
vious reason
Terrorist Activity
t Someone taking an
Laila Kazakevica /Shutterstock.com

t Someone filming, drawing, taking interest in security—like
notes or photographs or just watch- CCTV cameras—for no
ing for extended periods obvious reason
t Someone with a large number t Someone behaving
of mobile phones for no obvious strangely, for example,
reason nervous, perspiring, If anything seems suspicious, call
wearing overly warm clothing, the confidential Anti-Terrorist Hotline:
t Someone with passports or other
bringing unusual packages into 0800 789 321. People with deafness or
documents in different names for no
premises hearing difficulties can use a text phone
obvious reason
t Vehicles parked in suspicious to dial 0800 032 4539.
t Someone who travels for long pe-
circumstances
riods of time but is vague about Credit: http://www.dorset.police.uk/default
where he or she is going t Packages or bags left unattended .aspx?page=2961
Someone who’s unconscious and breathing: 1. Call 999 A broken bone or fracture: 1. Prevent unnecessary move-
for help. 2. Tilt the person’s head backwards to check breath- ment by supporting the injury with clothing, cushion or the
ing; look and feel for breaths. 3. Ensure that the person is person’s hand. 2. Call 999 for help and continue to support
moved onto his or her side and the head is tilted back. until you provide help.
Someone who’s bleeding heavily: 1.Try to stop or slow Heart attack: 1. The person may have persistent, vice-like
down the blood flow by applying pressure on the wound by chest pain, which may spread to his/her arms, neck, jaw, back
using any available thing. Maintain pressure on the wound until or stomach. 2. Make sure the person is in a position that is
you get help. 2. Call 999 for help. comfortable for him/her (e.g., sit him/her on the floor, leaning
against a wall or chair). 3. Give him/her constant reassurance
Burns: 1. Use cold running water to cool the burn. 2. Use a
while waiting for the ambulance.
clean plastic bag or cling film and cover the burn loosely.
3. Call 999 if help is required..
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First Aid Contact

If there is a medical emergency or life-threatening situ-
ation, call 999 or 112 (European Union) immediately. For
anything less urgent, call 111 (set to replace NHS Direct).
2. After the seizure, help the person rest on his/her side with
the head tilted back.
Diabetes: 1. Give the person something sweet to eat or a non-
diet drink. 2. Reassure the person. If things don’t improve, call 999.
Asthma attack: 1. Make the person sit in a comfortable posi-
tion and take the medication. 2. Reassure the person; call 999
for help if the attack becomes severe.
Poisoning and harmful substance: 1. Call 999 for help.
2. Do not make the person uncomfortable. 3. Establish the
substance taken: what is taken, how much and when.
Head injury: 1. Ask the person to rest and apply a cold com-
press to the injury (e.g., frozen vegetables wrapped in a tea
towel). 2. If the person becomes drowsy or vomits, call 999.
Someone who’s distressed: 1. Show you are listening and
Stroke: Think FAST. Face: Is there weakness on one side of
calmly ask him/her how you can help. 2. Be considerate of
the face? Arms: Can the person raise both arms? Speech: Is
what is going on around the person and what he/she needs.
the person’s speech easily understood? Time: to call 999.
In each of the previously mentioned and all other first
Seizures (epilepsy): 1. Do not restrain the person but use response situations, ensure that you call 999, unless it is
a blanket or clothing to protect his/her head from injury. unnecessary.
Key Terms
Bomb Threats p. 28 First Aid p. 27 Personal Injury p. 27
Emergency Actions p. 26 Major Incident p. 25 Suspicious Activity p. 28
Fire Emergency p. 26
Credits
http://www.richmond.gov.uk/home/safer_communities http://www.cityoflondon.police.uk/CityPolice/Departments
/accidents_emergencies_and_safety/council_planning /CT/reportingsuspiciousactivity.htm
_for_incidents/what_is_a_major_incident.htm http://www.educationscotland.gov.uk
http://www.hse.gov.uk/event-safety/incidents-and /learningteachingandassessment/approaches
-emergencies.htm /outdoorlearning/healthandsafety/guides/emergencies.asp
http://www.richmond.gov.uk/home/safer_communities http://www.road-safety.org.uk/downloads/resources
/accidents_emergencies_and_safety/emergency /streetsense-level-b-booklet---activity-6---emergency
_information_contacts_and_advice/emergency -calls-at-road-traffic-accidents/
_contact_list.htm http://www.sia.homeoffice.gov.uk
http://www.redcross.org.uk/
CHAPTER 4 EMERGENCY PROCEDURES | 29
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Multiple Choice
1. Which of the following is one of the most common types 6. Which of the following is a basic measure for handling a
of workplace accidents/injuries? bomb threat?
a. occupational asthma c. heart attacks a. Leave your post until the police arrive
b. heavy bleeding d. electrical incidents b. Keep the caller talking for a long time
2. Which of the following scenarios does NOT suggest c. Avoid making notes to dodge suspicion
terrorist activity? d. Do not switch on any recording facility
a. a person having several mobile phones for no reason 7. Which of the following should a security operative NOT do
b. a person having several passports in different names in an emergency?
c. a person carrying large packages or bags a. managing traffic c. waiting for police to evacuate
d. a person filming and photographing a building for b. informing the public d. managing the crowd
extended periods 8. In an emergency, which first aid response is accurate for a
3. Which of the following is an appropriate first aid response person suffering from diabetes?
to a person who is choking? a. Give the person something sweet to eat or a non-diet
a. Hitting the person firmly on his or her back between drink.
the shoulder blades b. Check to see if the person can raise both arms.
b. Tilting the head of the person backwards to look and c. Reassure the person and help him/her sit in a
feel for his breaths comfortable position
c. Encouraging the person to support himself/herself d. Ask the person to rest and apply cold compress.
with his/her hand
9. Which of the following numbers should be dialled if a
d. Restraining the person by using a blanket or clothing situation is not life-threatening and is less urgent?
to protect him/her against injury
a. 911 b. 999 c. 112 d. 111
4. First aid rules for a require encouraging an
10. Which of the following is the final step of the fire
injured person to support the injury with his/her hand, or
emergency procedure?
use a cushion to prevent unnecessary movement.
a. evacuating gradually through the least crowded route
a. fracture b. stroke c. heart attack d. seizure
b. notifying witnesses of the danger in their vicinity
5. Which of the following is NOT an action point in case of
c. escorting members of the staff to a safe place in the
incidents involving personal injury?
building
a. Ensure all group members join rescue work
d. going to the assembly point and reporting to the fire
b. Establish the extent of the emergency marshal
c. Establish the names of casualties if any
d. Notify British Consulate/Embassy if abroad
True/False
TRUE FALSE
1. When evacuating from a smoke-filled room, the most dangerous breathing area is the
nearest building.
2. Bomb threats that are unconvincing need not be reported to the police.
3. Terrorists never make hoax calls with the intent of causing alarm and disruption.
4. When the fire alarm gets activated, evacuate quickly by the most direct route.
5. In case of a head injury the person should be asked to rest and a cold compress should be
applied to the injury.
10. d 9. d 8. a 7. c
5. True 4. True 3. False 2. False 1. False 6. b 5. a 4. a 3. a 2. c 1. d
True/False Multiple Choice
Answer Key
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C H A P T E R 5
THE PRIVATE SECURITY

INDUSTRY: AN OVERVIEW
On September 22, 1989, an IRA bombing at the Royal Marine bar- purpose of regulating the sector. The vision of SIA is to curb
racks in Deal (Kent, England) killed 10 marines and injured another criminality by raising the standards in the private security in-
dustry. SIA reports to the Home Secretary and its mission is to
23. Press reports pointed out that the responsibility for guarding the be an effective, fair and efficient regulator of the industry.
barracks had been transferred from the Marines to a relatively large SIA contributes by:
private security company in January 1988. The case triggered a huge making communities safer
public debate on inadequacies of private security companies in per- curtailing crime
forming state-contracted guarding functions. In 1999, the govern- protecting public from terrorism
recognizing quality service in the sector
ment published a white paper on regulating private security industry
in England and Wales. The debate settled after the Private Security The two main functions of SIA are:
Industry Act 2001 came into effect. Effective March 2006, all individu- compulsory licensing of individuals undertaking desig-
nated activities within the private security industry
als working in the contract guarding sector in England and Wales are
managing the voluntary Approved Contractor Scheme,
required to get licenses from the Security Industry Authority (SIA). which measures private security companies against inde-
pendently assessed criteria5
Licensing ensures that private security operatives are ‘fit
and proper’ to undertake the jobs assigned to them. In other
The Key Purpose words, it ensures that the manpower in the industry is prop-
Protection and safety of people and property are the key pur- erly trained, qualified and job-ready.
poses of the private security industry. The private security in- SIA licence is mandatory for anyone wishing to work as a se-
dustry plays a major role in preventing crime in the United curity operative. To take up work in the private security industry
Kingdom by providing manned and technical protection to without an SIA licence is a criminal offence and calls for a fine of
people and their property. The range of services offered by up to £5,000. The offence may even attract imprisonment for a
the sector include guarding cash and valuables in transit, close period up to 6 months. Also, the security company hiring or de-
protection, door supervision, public space surveillance, security ploying an unlicensed security operative is liable for the offence.
guarding, restriction and removal of vehicles, patrolling streets
and assisting police in investigations, among other things. Approved Contractor Scheme
The Private Security Industry Act 2001 requires the SIA to es-
Security Industry Authority: tablish a ‘system of inspection for providers of security ser-
Vision and Objectives vices, under which those organisations who satisfactorily
Security Industry Authority (SIA) is an independent body 5
http://www.sia.homeoffice.gov.uk/Pages/about-news
constituted under the Private Security Industry Act with the .aspx?newsID=478&ArtTypeID=16
31
R13-1059 CH05_pg31-36.indd 31 24/06/14 1:09 PM

t Proportional
SIA operates an enforcement
process that is proportionate to
the degree of non-compliance
encountered.
t Consistent
Security Industry Authority SIA checks every licence application
against the same set of published
Tools to Ensure Good services. It also works with the criteria, ensuring that its licensing
Regulation Home Office to conduct Regula- decisions are fair and consistent.
tory Impact Assessments, when
t Targeted appropriate.
SIA uses the National Intelligence
t Accountable
Model to identify non-compliance
SIA consults the stakeholders of the
and target its resources appropriately.
sector to ensure they have the op-
t Transparent portunity to be involved in the au-
SIA follows government best prac- thority’s decision making. Credit: http://www.sia.homeoffice.gov.uk/Pages/
tice while developing policies or about-good-regulation.aspx
meet the agreed standards may be registered as approved, aspects of a business operation. It takes a holistic view of how
and may advertise themselves as such’. well an organisation is managed, how effectively it services its
The objective of the SIA’s Approved Contractor Scheme customers and how well it treats its employees.
(ACS) is to raise performance standards and to assist the
private security industry in developing new opportunities.6
ACS provides a framework for setting, improving and moni- Private Security Industry: The Key Players
toring the standards of management and of service delivery Security operatives work in tandem with various law enforc-
amongst suppliers of private security services. The organisa- ing agencies and other security institutions to keep crime un-
tions that meet ACS standards are awarded Approved Con- der check. The agencies that security operatives work in close
tractor status. This accreditation provides purchasers of private coordination with are the following:
security services with independent proof of a contractor’s
Security Industry Authority (SIA): The SIA is the organi-
commitment to quality. The ACS standard encompasses all
sation responsible for licensing and regulating the private
6
http://www.sia.homeoffice.gov.uk/Pages/acs-intro.aspx security industry in the United Kingdom.
SIA LICENSING: NUMBER SPEAK

SERVICE OFFERED VALID LICENSES LICENSES REVOKED APPLICATIONS REFUSED
Cash and Valuables in Transit (CVIT) 9,889 78 153
Close Protection (CP) 12,482 155 534
Door Supervisors (DS) 221,563 22,791 23,360
Key Holding (KH) 232 6 10
Public Space Surveillance (CCTV) 41,514 954 991
Security Guarding (SG) 92,775 9,938 6,932
Vehicle Immobilisers (VI) 103 46 349
(Statistics as on Aug 2013)
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THREE-PRONGED APPROACH TO PRIVATE SECURITY

MANNED SECURITY PHYSICAL SECURITY SYSTEMS
Martynova Anna/Shutterstock.com
bikeriderlondon/Shutterstock.com
Security operatives deployed on a site Tools such as locks, alarms, barriers Electronic and other technical systems
to deter crime and to immediately re- and grills help curtail crime scan premises for crime. Appliances
spond to incidents as they occur such as intruder alarms, fire detection
systems and closed-circuit television
(CCTV ) systems are useful tools for
crime prevention
The Police: The UK Police Force carries out the majority Councils or Local Authorities: Security operatives may
of policing functions in the United Kingdom. This police be deployed at the premises managed, owned or licensed
force is responsible for law and order in specified ‘police by councils. County or county borough councils (also
areas’. The security operatives are increasingly making use known as local authorities) have a legal responsibility to
of wider police partnership to curb crime. provide services for their whole county.
National Security Inspectorate (NSI): NSI is recognised as
the leading certification body for the security and fire protec-
tion sectors in the United Kingdom. It provides audits of home
and business security and fire safety service providers.
British Standards Institution (BSI): BSI, the national
standards body for the United Kingdom, develops private,
national and international standards for companies in sec-
tors such as security. It is one of the world’s largest certifica-
tion bodies and is a non-profit organisation.
British Security Industry Association (BSIA): Members
of BSIA, the trade association for the professional security
industry in the United Kingdom, are engaged in security
guarding and consultancy services. They also manufacture,
distribute and install electronic security equipment.
International Professional Security Association
(IPSA): IPSA is a membership body for individuals and com-
panies working in security and associated roles. It ensures
professionalism in the management of security operations.
CHAPTER 5 THE PRIVATE SECURITY INDUSTRY: AN OVERVIEW | 33
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Listed here are some ‘must-possess t be honest so that clients are able to t remain calm at all times and pos-
qualities’ for those seeking career op- trust them with private details sess the ability to think logically
portunities in private security industry. t be alert enough to catch early signs and quickly, particularly in conflict
Security operatives must: of impending danger situations
t have a strong, confident presence t think fast and pre-empt situations t have radio skills, as they need to
that helps them accurately convey messages clearly
perform their duties t be fair and firm without being t have an eye for detail and good
t have the ability to aggressive observation skills
work with techni- t possess a good memory and strong t have the ability to understand
cal equipment manual dexterity body language
such as CCTV t possess a reasonable level of
t be patient and flexible in their ap-
t have strong proach and must be committed to physical fitness
forestpath/Shutterstock.com
and effective acquiring and mastering new skills t be approachable, polite and helpful
communica- in all situations
t be familiar with the facts and law of
tion skills that
the land t have the confidence to challenge
are vital for all
t be receptive and sensitive to people when necessary
security in-
people t know when to be discreet
dustry jobs
IPSA offers membership to individuals employed in indus- supplies of various business entities. The task entails enormous
trial or commercial security segment. The companies who responsibility for the safe delivery of significant values of cash
supply services or materials used for industrial or commer- being carried. The security officers must be aware of compre-
cial security purposes are also members of IPSA. hensive security measures involved in the task assigned.
Disclosure and Barring Service (DBS): DBS is the new Mobile patrol officers: The task of a mobile patrol officer
name for the Criminal Records Bureau (CRB), which was involves driving company transport, responding to alarm ac-
formed by merging the CRB with the Independent Safe- tivations, handling customers, adhering to health and safety
guarding Authority in 2012. The DBS enables organisations procedures, complying with company policy on documenta-
in the public, private and voluntary sectors to make safer tion, and dealing with incidents and emergencies.
recruitment decisions by identifying candidates who may
be unsuitable for certain work. Door supervisors: The duties of door supervisors range
Security Systems and Alarms Inspection Boards from watching people inside the venue to verifying identities
(SSAIB): SSAIB is a leading certification body for providers of the visitors or conducting random searches, if required.
of electronic security, fire systems and guarding services in Door supervisors are deployed at licensed premises such as
the United Kingdom. SSAIB undertakes inspection activities pubs or nightclubs and play a significant role in preventing
on behalf of the SIA to ensure that companies who achieve crime and ensuring safety of staff and customers.
the required standard can be registered as approved. Close protection officers: The close protection officers are
Chamber Certification Assessment Services Ltd entrusted with the safety of the clients they are escorting.
(CCAS): It is one of the certification bodies that are ap- The assigned task involves coordinating vehicles, planning
proved to carry out ACS assessments, on behalf of the SIA. safe routes and accompanying the clients to public events.
The officer is required to discuss details with venue manag-
Qualities of Security Operatives ers, organisers and the police and also keep the staff at the
A calm, watchful and professional manner at all times is essential entrances and exits informed about the plan.
for all security operatives. A mature and responsible behaviour
Public space surveillance operatives: The security op-
goes a long way in establishing credibility of security operatives.
eratives are required to carry out manned guarding activities
Roles Security Operatives Play through the use of closed circuit television equipment (CCTV).
CVIT couriers: Cash and valuables in transit (CVIT) couriers Key holding officers: The security operatives are custodi-
use armoured vehicles to collect and deliver cash to retailers ans of security controls. The controls may vary from a key to
and high street banks. They protect and replenish the cash any other hi-tech device used to operate a lock.
R13-1059 CH05_pg31-36.indd 34 24/06/14 1:10 PM

Vehicle immobilisers: The security operatives undertake billion worldwide in 2010 and is expected to touch $220 bil-
any of the following activities: lion by 2015, growing at an annual rate of 4.5%.
Moving a vehicle by any means The regulated private security industry in the United Kingdom
Restricting the movement of a vehicle by any means (includ- currently employs over 365,000 licensed individuals offering a
ing the immobilisation of a vehicle by attaching a device to it) wide range of services. From uniformed security officers man-
Releasing the vehicle that has been so moved or restricted, ning the gates of premises to highly skilled technicians handling
where release is effected by returning the vehicle to the con- hi-tech security systems, each role demands specialised training
trol of the person who was otherwise entitled to remove it and specific skill set.
Demanding or collecting a charge as a condition of any The industry offers the following career options:
such release Biometrics technicians Security and fire systems
Prison officers installers
Career Opportunities CVIT cash processors Parking attendants
According to the government sources, the UK security sector CCTV operators Traffic wardens
grew by around 7%–8% in 2012. The security sector was also Close protection officers Airport security officers
featured in a report compiled by the Department of Business Community wardens Store detectives
Innovation and Skills for its growth potential. Rising security Contract bailiffs Computer security
threats is one of the key reasons for the growth of the sector. Door supervisors administrators
Crime statistics published by Home Office in the British Crime Event security staff Technical security counter-
Survey reported 5% increase in burglaries in England and Locksmiths measures operatives
Wales between September 2010 and September 2012. The cy- Private investigators Electronic technicians
ber crime statistics are more startling. The median number of Security consultants Fire engineers
cyber attacks faced in 2011 was 54, roughly double the num- Security dog handlers
ber seen in 2010. Things are looking up for the private security Security officers/security
sector globally. The security services market surpassed $174 managers
Key Terms
Approved Contractor Scheme p. 32 CVIT Couriers p. 34 Security Industry Authority (SIA) p. 31
BSIA p. 33 Key Holding Officers p. 34 Vehicle Immobilisers p. 35
Credits
http://www.sia.homeoffice.gov.uk/ http://www.nationalcareersservice.direct.gov.uk/advice
http://www.sia.homeoffice.gov.uk/Documents/impact /planning/jobprofiles/Pages/securityofficer.aspx
-assessments/Consultation_future_regulatory_regime http://www.sia.homeoffice.gov.uk/Pages/licensing-activities
.pdf .aspx
http://www.sia.homeoffice.gov.uk/Documents/annual http://www.nationalarchives.gov.uk/
-reports/sia_annual_report_11-12.pdf http://www.education.gov.uk/publications-dfe
Multiple Choice
1. Which of the following aims to raise performance 2. Which of the following is recognised as the leading
standards and assist the private security industry in certification body for the security and fire protection
developing new opportunities? sectors in the United Kingdom?
a. Licensing a. Security Industry Authority (SIA)
b. Countermeasures Operatives b. National Security Inspectorate (NSI)
c. CVIT couriers c. British Standards Institution (BSI)
d. Approved Contractor Scheme d. International Professional Security Association (IPSA)
CHAPTER 5 THE PRIVATE SECURITY INDUSTRY: AN OVERVIEW | 35
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3. Which of the following was formed by merging achieve the required standard can be registered as
the Criminal Records Bureau with the Independent approved?
Safeguarding Authority in 2012? a. Disclosure and Barring Service (DBS)
a. Security Systems and Alarms Inspection Boards (SSAIB) b. Chamber Certification Assessment Services Ltd (CCAS)
b. Disclosure and Barring Service (DBS) c. British Standards Institution (BSI)
c. Chamber Certification Assessment Services Ltd (CCAS) d. Security Systems and Alarms Inspection Boards (SSAIB)
d. International Professional Security Association (IPSA) 8. Which of the following is NOT a desirable quality of
someone aspiring for a career in the security industry?
4. Who collect and deliver cash from high street banks and
retailers in armoured vehicles? a. ability to work with technical equipment such as CCTV
b. disposition to have a rigid approach in varied situations
a. Public Space Surveillance Operatives
c. ability to think fast and pre-empt situations accurately
b. Police Officers
d. capacity to be fair and firm without being aggressive
c. CVIT couriers
9. Which of the following is used by the Security Industry
d. Door Supervisors
Authority to identify non-compliance and target its
5. Who are the custodians of security controls? resources appropriately?
a. key-holding officers c. mobile patrol officers a. Regulatory Impact Assessments
b. close protection officers d. CVIT couriers b. Enforcement Process
6. Which of the following is a membership body for c. National Intelligence Model
individuals and companies working in security and d. Approved Contractor Scheme
associated roles? 10. The members of which of the following agencies
a. Security Systems and Alarms Inspection Boards (SSAIB) undertake the manufacture, distribution and installation
b. International Professional Security Association (IPSA) of electronic and physical security equipments beside
offering security guarding and consultancy services?
c. Chamber Certification Assessment Services Ltd (CCAS)
a. British Security Industry Association (BSIA)
d. Disclosure and Barring Service (DBS)
b. Security Systems and Alarms Inspection Boards (SSAIB)
7. Who undertakes inspection activities on behalf c. International Professional Security Association (IPSA)
of the SIA to ensure that companies who
d. Chamber Certification Assessment Services Ltd (CCAS)
True/False
TRUE FALSE
1. British Standards Institution, a non-profit organisation, is one of the world’s largest

certification bodies.
2. Key holding officers demand and collect charge as a condition of releasing a vehicle that
was immobilised on account of security concerns.
3. The National Security Inspectorate (NSI) is an independent body constituted under
the Private Security Act with the purpose of regulating the sector.
4. The Security Industry Authority reports to the Home Secretary.
5. Public space surveillance operatives accompany clients to public events.
5. False 4. True 3. False 2. False 1. True

True/False
10. a 9. c 8. b 7. d 6. b 5. a 4. c 3. b 2. b 1. d
Multiple Choice
Answer Key
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C H A P T E R 6
COMMUNICATION SKILLS AND

CUSTOMER CARE
C
FKI, a multinational group of companies engaged in activities such ommunication is the act of exchanging information/
as designing, manufacturing and supplying a wide range of high message between two or more individuals. It may often
appear simple and spontaneous but can be very subtle
tech solutions, employs diverse ways of improving internal and ex- and complex. Communication originates at both conscious
ternal communication within teams. When in need of a solution to and unconscious levels.
a persistent problem, a group of individuals, usually from different In an effective communication, there is the sender who
departments and different levels, comes together to discuss the issue encodes his/her thoughts into a message and conveys it to
the receiver who, in turn, decodes it.
at hand and disbands after making recommendations. The company
calls them ‘Quality Improvement Teams’. These groups help improve
Message
internal communication within teams. Sender (Encoding) Receiver (Decoding)
Broadly speaking, there are three types of communication:
1. Verbal
2. Non-verbal
3. Written
While using the right words in the right syntactical struc-
ture is an integral part of verbal communication, listening
plays a significant role in how we communicate. Listening
skills are directly linked to customer satisfaction and produc-
tivity of security operatives. Thus, greater and effective dissem-
ination of information starts with effective listening. Seeking
clarification during communication adds lucidity to the mes-
sage. You may check whether the recipient of the message,
the listener, has understood the message correctly and re-
move doubts or misunderstandings that might have arisen.
How well a message is expressed depends on how clear the
speech is and how calm, focused and well-mannered the
speaker is. In all verbal communication, a range of subtle and
not-so-subtle messages accompany the literal meaning of the
uttered words. These non-verbal cues, sent out intentionally
37
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or otherwise, add semantic richness to the message. The cues visitors; therefore, he or she should be presentable and wel-
include the following: coming. While communicating at workplace, security opera-
tives should come across as positive, assertive professionals.
Facial expressions
Also, while informing customers about the rules, communi-
Tone, pitch and loudness of voice
cating with them respectfully and effectively enriches cus-
Gestures
tomer experience and leaves them feeling valued. All through
Distance between the parties in communication
the work hours, the door supervisors are required to appear
During work hours, it is important for a door supervisor to firm and personable. To be respectful even as you disagree
be constantly aware of the body language of people around. with visitors is a highly valued tact for all security operatives.
Note that the non-verbal cues often speak louder than the In the event of a dispute, it is important to maintain a calm
spoken words. exterior and to state the problem in clear unambiguous terms.
Effective Communication
When you communicate, bear in mind that:
within the Team
t Emotions make it difficult to express clearly
How we interact with our colleagues, supervisors and manag-
t Lack of attention leads to poor communication
ers is as important as the manner in which we conduct our-
t Hearing problems or speech difficulties are a major selves with visitors.
hurdle We should treat all members of the staff with respect and
t Non-verbal cues sent out intentionally may not be expect to be treated the same way. How we communicate
clearly visible within our team is a strong indicator of the respect we have
t Expectations and prejudices may lead to wrong for others. In an environment where all members of the team
assumptions or stereotyping feel respected and valued, achieving team’s fullest potential
t Accents may be hard to understand or the language comes without much effort.
of communication may not be known
t Terms that are technical may not be known to all
t Many interpersonal interactions are culturally
defined
Effective Communication at Workplace

Effective communication is the vital ingredient of any good
professional interaction between door supervisors and staff/
visitors. If the communication is not clear or complete, it may
lead to poor performance and conflict. A pleasing personality
combined with the right degree of firmness and appropriate
behaviour will stand you in good stead.
Effective communication helps one to:

t Get a sense of direction while resolving a dispute
t Develop an insight into how other people think and Effective communication includes listening to the mem-
what motivates their actions bers of the team in a candid manner. Honesty of opinion
and readiness to listen to different point of views in an un-
t Offer the right kind of assistance
biased way are important for effective communication. Un-
t Reassess opinions to ensure speedier resolution of ambiguous communication coupled with the willingness
conflicts to listen creates a great impression on colleagues, custom-
ers and visitors. Customers and the staff begin to respect
Effective communication is the key to customer satisfac- you when you are willing to change your opinion or to give
tion. Door supervisors are the first point of contact for all others’ opinions a careful consideration. Such interaction
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promotes trust and leads to good dynamics among co- contributors to the personality we develop. Where we were
workers. High morale and efficient teamwork are two sig- born, where we live, how we grow and what jobs we hold—
nificant outcomes of such an interaction. Constant, clear all these go towards forming our values.
and respectful communication reduces and even elimi-
nates the chances of conflict. Team operations involve
constant ‘give and take’ of instructions; therefore, cultivat-
ing an environment of effective communication is vital for
efficient teamwork.
Different Types of Customers

Every person a security operative or a door supervisor deals
with during work hours, be it a colleague or a visitor, is a cus-
tomer. Therefore, every interaction contributes to customer
experience at the premises. The communication directed
at the individuals within the organisation such as supervi-
sors, managers, colleagues, subordinates or anyone from the
housekeeping staff is known as internal communication.
On the other hand, external communication happens
when security operatives come in contact with people such
as staff from delivery agencies, the post, maintenance agen-
cies, and the emergency services. All communication directed
to the visitors at the premises and general members of the Therefore, even as door supervisors uniformly apply rules
public constitute external communication. to all customers on the premises, it helps to understand indi-
vidual attitudes, especially in conflict situations. Such aware-
Diverse Customer Needs ness helps a supervisor to factor in for specific values and
choose the most appropriate manner of interaction with the
It is helpful to remember that not all customers are alike. A
middle-aged drunk would be different from a hollering teen- customer in question.
ager, a lost child, or a tourist seeking directions to a specific
destination. Customer Care: Best Practices
The differences in approach and behaviour depend on the 1. Pay attention. This is the only way to find out what your
following: customer wants; in turn, it helps you to provide better
service.
The place of origin
2. Ask the right questions. This will facilitate better
Religion
understanding of the aspects you may not have fully
Ethnicity
understood. It will also convince the customer that you
Age
are genuinely interested.
Some of these differences may work in your favour, while 3. Listen. Breakthroughs often lie in listening, so listen to
others may not. However, as a security operative, you will be the exact words of the customers, capture the tone of
at an advantage if you are aware of the cultural differences voice and observe their body language.
or acceptable behavioural norms in the region. Also, these 4. Empathise with them. Creating a rapport with the
parameters may even vary between different groups of the customers not only makes them feel understood but also
same segment. For example, members from the same age deepens your understanding of the situation.
group can have different needs and expectations. They need 5. Beware of making assumptions. Always corroborate
not necessarily behave in a similar manner. your hunches by asking the right questions. Don’t
The personal values we imbibe and the manner in which presume things; get specific details when necessary.
we behave with another person or in a group are the di- 6. Make customers feel important and appreciated.
rect outcome of the environment we are exposed to in Treat customers as valued individuals.
our growing years. How we are brought up and among 7. Be sincere. Being earnest in word and deed will take
whom—friends, family and neighbours—are two significant you a long way earning trust of your customers. Make
CHAPTER 6 COMMUNICATION SKILLS AND CUSTOMER CARE | 39
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sure you walk the walk and that your words match what
you are conveying, knowingly or unknowingly, through
your body language.
8. Thank them. Gratitude earns mutual appreciation.
Thank the customers every time you get a chance.
9. Help customers understand the systems. Introduce,
inform and guide your customers to the systems in
place on the premises. It helps them understand what is
expected of them.
10. Apologise. Be the first one to own up mistakes and
take responsibility for errors. Supervisors must know
how to apologize in a graceful manner and reassure the
customer that lapse won’t recur.
Key Terms
Communication p. 37 Internal and External Receiver p. 37
Decode p. 37 Communication p. 39 Sender p. 37
Encode p. 37 Message p. 37 Verbal and Non-Verbal p. 37
Credits
http://www.skillsyouneed.com/ips/nonverbal http://www.businesscasestudies.co.uk/case-studies
-communication.html /by-company/
http://www.skillsyouneed.com/ips/verbal-communication.html http://www.sia.homeoffice.gov.uk
Multiple Choice
1. refers to the exchange of information c. In communication, many interpersonal interactions are
between two or more individuals. culturally defined.
a. Encoding d. Accents make it difficult to communicate.
b. Decoding 4. Which of the following is ACCURATE about the importance
c. Expression of nonverbal cues in communication?
d. Communication a. Nonverbal cues are the sole reason of conflict
2. Which of the following represents the act of escalation.
communication? b. Nonverbal cues are less effective than spoken words.
a. The receiver encodes the message. c. Nonverbal cues enhance the essence of the message.
b. The sender encodes the message. d. Nonverbal cues are the least effective method of
c. The sender encodes and decodes his/her message. signalling.
d. The sender decodes the message. 5. Facial expression of door supervisors is considered
cue of communication.
3. Which of the following statements about communication
is INACCURATE? a. nonverbal
a. Emotions enrich communication by aiding clear b. rhetorical
expressions. c. direct
b. Speech difficulties pose a major hurdle in d. verbal
communication.
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6. Which of the following is NOT a best practice prescribed to discuss an issue and disband after making
for customer care? recommendations?
a. Ask customers the right questions. a. Quality Improvement Teams
b. Listen to the exact words of the customers. b. Quantity Assurance Teams
c. Avoid seeking details from the customers. c. Encoding Teams
d. Treat customers as valued individuals. d. Decoding Teams
7. What factors determine the approach and behaviour of 9. communication refers to the interaction of a
door supervisors catering to diverse needs of the visitors door supervisor with the manager of the organisation.
at a venue? a. Internal
a. political preferences, regional equations, gender ratio b. External
of the staff at the rival venue c. Nonverbal
b. political opinions, regional equations, average age of d. Presumptive
customers at the rival venue
10. communication refers to the interaction of a
c. gender preferences and expectations of other security
door supervisor with any visitor at the premises.
operatives at the premises
a. Assertive
d. place of origin, religion, ethnicity, and age of the
customers visiting the premises b. External
c. Nonverbal
8. Which of the following refers to a group of individuals
from diverse departments who come together d. Internal
True/False
TRUE FALSE
1. Encoding is the process of transforming a person’s thoughts into a message.
2. Cultivating an environment of effective communication is vital for efficient teamwork.
3. Listening skills do not impact customer satisfaction or productivity of security operatives.
4. Communication between a door supervisor and his/her colleague is internal.
5. A security operative need not know the acceptable behavioural norms in the region.
5. False 4. True 3. False 2. True 1. True

True/False
10. b 9. a 8. a 7. d 6. c 5. a 4. c 3. a 2. b 1. d
Multiple Choice
Answer Key
CHAPTER 6 COMMUNICATION SKILLS AND CUSTOMER CARE | 41
R13-1059 CH06_pg37-41.indd 41 24/06/14 1:10 PM

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DOOR SUPERVISOR HANDBOOK

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© 2014, Get Licensed

For product information and technology assistance, contact us at:

Printed in the United Kingdom

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MODULE I: COMMON SECURITY CHAPTER 8

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and Customer Care 37

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CHAPTER 1 PRIVATE SECURITY INDUSTRY: THE LEGAL ASPECT | 3

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Door Supervision: pre-empt

Security Officers (guarding):

4 | MODULE 1 COMMON SECURITY MODULE

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Indirect discrimination: applying a condition, practice or

Vicarious liability is the other legal doctrine that security

CHAPTER 1 PRIVATE SECURITY INDUSTRY: THE LEGAL ASPECT | 5

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6 | MODULE 1 COMMON SECURITY MODULE

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5. False 3. True 4. True 2. True 1. False

CHAPTER 1 PRIVATE SECURITY INDUSTRY: THE LEGAL ASPECT | 7

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HEALTH AND SAFETY AT WORKPLACE

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CHAPTER 2 HEALTH AND SAFETY FOR PRIVATE SECURITY OPERATIVES | 9

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CHANGE INDICATOR FOR

IMPROVEMENT DEFERRED PROHIBITION IMMEDIATE PROHIBITION TOTAL

Enforcement Notices Issued by HSE and Local Authorities

10 | MODULE 1 COMMON SECURITY MODULE

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Fatal Injuries to Workers

YEAR EMPLOYEES SELF-EMPLOYED WORKERS

Number and Rate of Fatal Injuries to Workers

CHAPTER 2 HEALTH AND SAFETY FOR PRIVATE SECURITY OPERATIVES | 11

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12 | MODULE 1 COMMON SECURITY MODULE

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Hierarchy of Control area of impact and installation of ventilation systems improves

Safety Signs Security Operatives Must Know

CHAPTER 2 HEALTH AND SAFETY FOR PRIVATE SECURITY OPERATIVES | 13

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Reporting of Injuries, Diseases and Dangerous

14 | MODULE 1 COMMON SECURITY MODULE

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CHAPTER 2 HEALTH AND SAFETY FOR PRIVATE SECURITY OPERATIVES | 15

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5. False 4. True 3. True 2. False 1. False

16 | MODULE 1 COMMON SECURITY MODULE

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FIRE SAFETY AWARENESS

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Security operatives must know how to extinguish fire. It is

18 | MODULE 1 COMMON SECURITY MODULE

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CLASSIFICATION OF FIRE ON THE BASIS OF ACTION REQUIRED TO COUNTER IT

CHAPTER 3 FIRE SAFETY AWARENESS | 19

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