PGS 5 STAR SECURITY
OFFICER TRAINING
SECOND
STAR
Copyright 2006 Pinkerton Government Services, LLC.
All rights reserved. No part of this book may be reproduced or transmitted in
any form or by any means now known or to be invented, electronic or
mechanical, including photocopying, recording, or by any other information
storage retrieval system without written permission from the author or
publisher, except for the brief inclusion of quotations in a review.
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All references to “PGS” used in this book refer to
Pinkerton Government Services, LLC.
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I N T R O D U C T I O N
WELCOME!
How It Works ...
The PGS 5 Star Security Officer Training program has been developed as a
flexible learning vehicle that can be a facilitator-led course or a self-paced
course. This does not mean it is a self-taught course. Your supervisor will be
available as a resource person during your progress. This course is divided
into five levels — Star 1, 2, 3, 4 and 5. Each module or group of modules
contains either a quiz or exercise that must be completed before moving onto
the next module. At the end of each Star level you will be required to take a
final exam.
In the tradition of PGS, this program has been designed so that you will gain
the necessary skills and knowledge needed to enhance your skills as a
respected security professional. The knowledge presented in this training
program will greatly enhance your ability to provide the type of security
services you can truly be proud of.
Webster’s
Unabridged
Dictionary
defines a
“Pinkerton” as:
“...a detective
employed by a
detective agency
Good luck in your journey to becoming a PGS 5 Star Officer.
founded by Allan
Pinkerton in
Chicago in 1850.”
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TA B L E
O F
C O N T E N T S
Chapter 1 – The Professional Security Officer . . . . . . . . . . . . .1
Chapter 2 – A Professional Image . . . . . . . . . . . . . . . . . . . . . .13
Chapter 3 – Public Relations . . . . . . . . . . . . . . . . . . . . . . . . . .27
Chapter 4 – Security Awareness . . . . . . . . . . . . . . . . . . . . . . .35
Chapter 5 – Theft Prevention . . . . . . . . . . . . . . . . . . . . . . . . . .45
Chapter 6 – Communications . . . . . . . . . . . . . . . . . . . . . . . . . .55
Chapter 7 – Safety Awareness . . . . . . . . . . . . . . . . . . . . . . . . .69
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CHAPTER 1
1
THE PROFESSIONAL
SECURITY OFFICER
Protect and Assist
Each year American companies spend over 30 billion dollars on security.
That’s a lot of money! Why would companies spend so much on security?!
Because clients need specialists to help protect their employees and their
property, especially in these uncertain times. They want to make sure that their
personnel and visitors are safe — day and night. So, they hire the experts.
And those companies who want the best, hire Pinkerton because of our elite
corps of security professionals — like you — whose goal is
• to protect their employees, guests and property, and
• to assist their employees and guests.
As a professional Pinkerton security officer, you provide protection for our
clients by detecting, deterring and reporting threats and hazards. You provide
protection from threats such as
• theft
• destruction of property
• fire
• intruders
and hazards like
• broken equipment
• obstructions
• dangerous spills
• faulty alarms.
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Some specific ways you can protect and assist our clients’ employees or
property include
• controlling access.
• assisting with medical emergencies.
• directing traffic.
• providing directions.
• observing and reporting threats or hazards.
In addition to protection of their personnel and property, and assistance for
their employees and guests, clients have told us that they also want
You help protect
our clients
• consistent and reliable service.
employees,
• security officers who convey trust and confidence.
visitors and
• security officers who possess a professional demeanor.
property.
• individualized attention to client needs.
•quick response by management.
Each time you work, you help protect our clients’ employees, visitors and
property. Who knows how many times you have averted tragedy or prevented
losses by simply doing your job — detecting, deterring and reporting?
If you like making a difference in the lives of people, you made the right
decision when you chose an exciting career as a professional Pinkerton
security officer.
On the next page, are some real-life stories about how your co-workers made
a difference. Read the accounts and see if you can figure out how and why the
security officers did what they did.
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PGS Rides Out the Storm, Katrina 2005
At Northrop Grumman Ship Systems in Gulfport, MS, the water steadily rose
above the ankles of Lt. O. Lee Propps and Officer Roosevelt Thomas. "Soon the
water was waist deep and the conference table started to float," said Propps, "and I
knew it was time to move to higher ground." After breaking a window to get out
of the building, wading through chest deep water and fighting the 135 mph winds,
the officers found shelter inside a second story facility as they rode out the storm.
At the Northrop Grumman Ship Systems site in Avondale, LA, Captain Mark
Percy stayed throughout the storm and its aftermath, even after learning that his
home had been destroyed during the night. Percy jumped into action when it was
believed that the facility and personnel were likely targets of the violence that was
spreading towards the site. According to Lou Hose, Emergency Director of
Northrop Grumman Ship Systems Avondale, "We were down to two security
personnel and 80 employees. Captain Percy developed and personally
implemented tactical and defensive positions that made it appear as though we had
a whole squad of security personnel available and on patrol. Due to his efforts all
employees remained safe until reinforcements could arrive the next day."
All of the officers in these examples went above and beyond was was normally
expected and demonstrated outstanding professionalism.
The following exercises share two more accounts of security officers who made
a difference.
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Exercise 1
Read the story below and circle the letter next to the best answer for each of
the questions that follow. Check your responses against the correct answers
given at the end of the chapter.
Not on My Post, You Don’t
While on patrol, Security Officer Darryl Holmes observed four teenagers acting
suspiciously in a client’s parking lot. Just in case something was to happen,
Holmes watched them and wrote down their physical descriptions. Without
noticing Holmes, the four left the property. Holmes resumed his regular patrol but
he kept checking back on the lot more frequently.
Sure enough, about 15 minutes later, the teenagers returned and walked up to the
wall of the client’s building, spray paint in hand. Because he had increased his
observance of the area, Holmes was right there, glaring at them. The teenagers
noticed him as soon as he got on his radio and, loud enough for the them to hear
him, started to report the incident and ask for backup.
The teens immediately took off — no harm done. But Holmes wrote up an
Incident Report, including the descriptions of the kids. “You never know when or
if they might come back,” he says. “Now, anybody on this post can be on the
lookout for them.”
1. Officer Holmes detected potential trouble when he …
a.
Radioed for assistance
b. Got out of his car
c.
Saw four guys loitering in the parking lot
d. Filled out his Incident Report
2. What did Officer Holmes do to deter the kids from spray painting the wall?
a.
He ran after them
b. He honked his horn
c.
He called the police the first time he saw them wandering around
d. He made his presence obvious, glaring at them and speaking loudly into
his radio
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3. What final step did Officer Holmes take?
a.
He filled out an Incident Report
b. He turned out all the lights
c.
He told the client about the incident
d. He called the parents of the teens involved
Exercise 2
Read the account of Officer Sandy Stone doing her job of detecting, deterring
and reporting an incident. Circle the correct word — either Detect, Deter or
Report — after the paragraph that best describes each step Officer Stone took
in preventing a theft. Check your responses against the correct answers given
at the end of the chapter.
Gotcha!
1. One day while Officer Sandy Stone was at her post, monitoring the CCTV at a
major department store, she detected a woman acting suspiciously outside one
of the dressing rooms. The woman went in with several items and came out
with only one. And was now wearing a hat and her clothes and pockets looked
lumpy and stuffed. She also dropped an inventory control tag on the floor.
DETECT
DETER
REPORT
2. Officer Stone immediately phoned the police and contacted her supervisor who
posted other security personnel at the store exits. Seeing that her exits were
blocked by uniformed security officers, the shoplifter gave herself up to the
police when they arrived.
DETECT
DETER
REPORT
3. In her report Officer Stone described everything she observed and the actions
that she took. The store was able to use her report in court later.
DETECT
DETER
REPORT
Store management estimated that Officer Stone saved the business several
thousand dollars that day; her keen observation skills paid off.
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You Make the Difference
Every minute of your shift, you make the difference! Your actions — big or
small — affect the level of security at our clients’ sites. Your attentiveness
decreases the potential for harm to our clients’ employees or property. You
provide protection by observing and reporting threats.
Not having a security program in place is risky business. You never know
when disaster may be lurking behind closed doors. See for yourself. The table
below reveals situations that could have been prevented if a security officer
had been present.
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A fire exit is blocked by large crates and boxes. A
fire breaks out in the building and occupants
cannot escape through this exit.
A security officer is trained to notice and correct
hazards like this. He or she would have reported
the hazard and the situation could have been
corrected.
A shopper removes inventory control tags and
steals expensive clothing from a high-end
department store. No one spots her.
Security officers are trained to detect suspicious
activities and would have observed the shoplifter.
Apprehending the shoplifter would have saved the
store thousands of dollars.
A man without an ID badge attempts to access the
building. Because there is no security, he makes
his way to his estranged wife’s office intent upon
causing disruption.
A security officer would have asked the man to
identify himself. Because the man did not have
any authorization to enter the building, he would
not have been allowed in and the disruption could
have been avoided.
A puddle in a basement garage is not discovered
in time before it becomes larger and floods the
garage.
If a security officer had been present, the puddle
would have been reported before it grew, saving
the client thousands of dollars in damage.
The gate to a construction site is left unlocked and
goes unnoticed until the crew arrives in the
morning. They discover that many tools of theirs
were stolen overnight.
A security officer on this post would have made
sure the gate was locked and would have
observed and reported any suspicious individuals.
Instead, thousands of dollars worth of tools are
gone and must be replaced.
A delivery truck with important machinery for a
repair to some equipment searches for the service
entrance to the building. The driver goes around
and around unable to locate it. He asks people for
help who don't know how to direct him to the
correct spot, so he leaves the site. The equipment
stays inoperable for another day.
Providing directions is basic to a security officer’s
role and if an officer had been present in this case,
he or she would have directed the driver to the
right place and could have saved the company
money in lost time.
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1
Each time you work, you can make a tremendous difference in the lives of
others by being aware and faithfully conducting each one of your duties.
Post Orders
How do you know what your specific duties are?
Our clients work with us to create security standards and procedures that are
best for their businesses. Instructions are created for each job assignment or
post. They are called post orders and kept at the post.
It is vital to the success of any security program that you review your post
orders with your supervisor each time you have a new job assignment. That
way you will understand how the client wants you to observe and report
threats and how to deter them.
In addition to following your post orders, there are general principles that will
help you be successful in meeting the clients’ needs and Pinkertons'’
expectations. They are
Review your post
orders with your
supervisor each
time you have a
new job
assignment.
• Understanding needs and wants of people in general.
• Showing commitment to the success of the security program.
• Keep it simple — your priorities are to help protect and assist.
• Setting an example of a professional security officer.
A professional security officer can succeed at providing protection and
assistance for our clients’ personnel, guests or property simply by applying
Pinkertons' standards — understanding, commitment, keeping it simple and
setting an example.
Remember, every minute of your shift, you make the difference, by observing
and reporting threats and hazards and by following your post orders.
Expect Respect
As a vital member of a premiere government service security force, you
should expect respect from those you work with and assist.
PGS is committed to providing a work-place environment that is respectful of
all people and free from discrimination and sexual harassment. This means
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everyone must treat those they encounter with respect.
For more information, read the Productive Work Environment section of your
Security Officer Handbook. If you feel you are not receiving respect, discuss
the situation with your supervisor or site manager.
If you think that the issue cannot be handled by your supervisor or manager,
you may call in your concern to the confidential AlertLine. Your concern will
be shared with a manager that can help you.
The AlertLine phone number is 800-932-5378.
Expect and show
Summary
respect to
In this chapter you have learned that as a member of an elite team of security
professionals, You Make the Difference in people’s lives by assisting them on
behalf of our clients. Your job is to help protect our clients’ employees,
visitors and property. You accomplish this by detecting, deterring and
reporting threats and hazards. And, as a PGS security officer you should
expect and show respect for all of the many different kinds of people you
work with and encounter every day.
everyone you
encounter
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Self Check
You should now understand the role of security and how you make the
difference in the level of security at our clients’ sites. To test your knowledge of
this chapter, take the quiz below. Circle the letter next to the best answer for
each question. Check your responses against the correct answers given at the
end of the chapter. If you answer a question incorrectly, review the lessons in
this chapter to learn the correct response.
1. Why do companies have security programs?
a. To provide jobs and improve the economy
b. To protect and assist their employees, visitors and property
c. To fight terrorism
d. To look professional and sincere
2. When companies hire PGS to provide security services, what do they
expect from our professional security officers?
a. Consistent and reliable service
b. Security officers who convey trust and confidence
c. Security officers who possess a professional demeanor
d. All of the above
3. PGS security officers help protect our clients by …
a. Providing friendly services
b. Making sure the vehicles are well maintained
c. Detecting, deterring and reporting threats and hazards
d. Apprehending shoplifters
4. You can help protect the client’s employees and property by …
a. Noticing a leaking pipe in the garage and not informing anyone about it
b. Snatching briefcases and purses from employees and emptying the
contents on a table
c. Being attentive and observing and reporting threats
d. Putting calls on hold while you finish your conversation with a friend
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5. The standards and procedures for security created by the client and
PGS are called …
a. Incident Reports
b. Post orders
c. Employment applications
d. Client contracts
6. A security officer can be successful in meeting PGS standards and
client needs by …
a. Setting an example
b. Understanding people’s needs and having a commitment to their
security
c. Keeping things simple
d. All of the above
7. By reviewing post orders, a security officer understands …
a. How to avoid doing unpleasant tasks
b. How the client wants the security team to observe, report and
deter threats
c. The history of crime prevention
d. How to perform blood transfusions
Fill in the blank in each of the following sentences with one of the words or
phrases listed below.
Respect
AlertLine
Discrimination and Sexual Harassment
8. PGS is committed to a work environment free from
__________________________________________________.
9. Discuss your issues of respect with your supervisor or if the matter cannot
be handled by your supervisor, call the ___________________.
10. All security officers should expect _________________ from those they
work with and those they assist.
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Answers
A. Exercise 1: Not on My Post, You Don’t
1. c
2. d
3. a
B. Exercise 2: Gotcha!
1. Detect
2. Deter
3. Report
C. Self Check: Quiz
1. b
2. d
3. c
4. c
5. b
6. d
7. b
8. Discrimination and Sexual Harassment
9. AlertLine
10. Respect
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CHAPTER 2
A
PROFESSIONAL
2
IMAGE
In many instances, the casual observer may overlook the important work
carried out by Security Personnel. Although it may be difficult for the average
person to understand the value and worth of our services, it is easy for them
to recognize and detect the failure in these services, hindering our future
contracts/business. This presents a substantial challenge for our organization.
In an effort to gain the confidence and recognition of the persons we serve,
every member of the PGS security organization must strive to maintain and
improve our services and professional image.
Lesson Objectives
Understand
• why professionalism is important.
• The important role your attitude plays in presenting a professional image.
At the end of this lesson, you should have the skills necessary to present and
carry yourself in a professional manner.
Throughout this module you will find self-check questions which should
enable you to successfully master this material. Please take the time to read
this section carefully and complete the exercises provided. It is our hope that
you will find the exercises easy and fun to complete.
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Why Is Professionalism Important?
The PGS
Professional Image
is based on high
ethical standards
The extent to which we view ourselves and are viewed by others as
professionals influences not only our immediate performance, but our future
performance as well. If Pinkerton employees do not view themselves as
professionals, they will not conduct themselves in a professional manner. This
could lead to a lowering of the quality of our services, as well as costing PGS
valued customers. It is for this reason that Pinkerton strives to set the high
standards of our profession, as well as conducting ourselves in a professional
manner. In an effort to maintain the confidence and recognition of our clients,
every member of the PGS team must strive to improve the quality of our
services. Every Pinkerton Security Officer, Supervisor, Coordinator and/or
Manager must take pride in the organization. Any action or conduct exhibited
by one person on our security team is a reflection on Pinkerton as a whole.
Understanding the perceptions that others hold about our organization and the
quality of work we provide is critical to our success. Thus, we all play an
equally important role in providing world-class service. We must all take
pride in our work, the services we provide and the reputation of Pinkerton
Government Services USA, Inc.
A professional image is an image put forth by an employee that demonstrates
high ethical standards in both conduct and those qualities that characterize
one’s profession.
What Is Perception?
We as humans perceive the world through our
senses. People tend to believe more in what they
see than in what they hear or feel. This is not
always good, because perceptions are not always
correct. When you look at this black and white
picture, what do you see?
It is often said that we create our own reality
which is our self-perception. Our customers also
have a perception of reality. In order to change
perceptions we must build on our shared reality.
The young lady or the
old lady?
What We Perceive Does Not Always Correspond With Reality!
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How Do the Perceptions of Others Affect Us?
Customers you come in contact with every day will form an opinion based
upon that contact, about you as a security officer and about security in
general. Their perception is based upon their experiences in the past. It might
be a positive perception or it may be a negative one. The potential for that
perception to change, whether good or bad, depends upon your actions. For
example, if someone has a negative perception about security officers and you
act in a manner that confirms this, then their perception will not be changed.
If, however, you act in a manner that challenges their existing beliefs, their
negative perceptions of a security officer could be changed.
How many of you have been called “Rent-a-Cop” or more simply “Guard”?
The perception of security by people who use these terms and who are our
customers is negative and is certainly not the perception we would like them
to have.
List some perceptions that people might have of your security department.
1. ___________________________________________________________
2. ___________________________________________________________
3. ___________________________________________________________
4. ___________________________________________________________
Some of these perceptions may be accurate and some may not. Regardless of
whether the perceptions are negative or positive, these feelings do remain in
people’s minds. If we reinforce the negative images people have of us and do
not work to change them, we will never break the circle of perception.
List some steps you can take to change the inaccurate perceptions
listed above.
1. ___________________________________________________________
2. ___________________________________________________________
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We all make assessments of others, and initially those assessments are based
mainly on personal presentation. Some experts claim we can make decisions
about people based on our perceptions of them within the first four seconds of
our greeting them.
Bay Alexander, President of Professional Impact in Santa Cruz, California says:
“If you are in a position where you are likely to interact with angry clients you
have a chance to use your image as one of your more effective tools. You can use
your image to signal your power, control, knowledge and composure. If you are
If we reinforce the
negative images
people have of us
and do not work to
change them, we
will never break
the circle of
misperception.
dressed inappropriately for your position, clients are more likely to push to get
their way and call for a higher authority if they don’t like your response.”
You may have experienced the power of your appearance when you have
been the customer. For example, you may have noticed how much easier it is
to get service when you are neatly dressed as opposed to when you wear torn
jeans and a dirty t-shirt.
What Steps Do We Take to Promote a
Professional Image?
We have all heard the phrase, “A picture is worth a thousand words.” We have
also heard, “ The first impression is a lasting one.” Contrary to common
belief, first impressions are based on more than just looks. The impression we
give to others is based on three things: appearance, attitude and personal
interactions with customers. It is for this reason PGS incorporates these into
your training and your job description.
Realizing these facts, we must do as much as we can to manage perceptions.
Our future survival depends upon how each of us improves our approach,
attitude and personal interactions with our customers. Our clients perceive us
as experts and security professionals. (It is our challenge to demonstrate the
value we create for our customers.) It is said actors/actresses are only as good
as their last performance. They are the same person as before that
performance, but they are only remembered by their last scene. If we are to be
remembered by our last contact with our customers, we must promote
ourselves in a professional manner at all times.
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List six ways that you can promote a professional image to your customers:
1. __________________________ 2. __________________________
3. __________________________ 4. __________________________
5. __________________________ 6. _________________________
Appearance — First Impressions
First impressions are important. Pride in your personal appearance sends a
message to your customers that you care about both your job and your
customer. It is also important to understand that there is a direct connection
between how you view yourself and the attitude that you portray. The higher
your self-image the better impression you will make on others.
Physical appearance applies to your personal appearance (e.g., clothing), your
body language and mannerisms (approachability), and your security post (e.g.,
neatness). All of these aspects are taken in by a customer when they form
their first impression.
Appearance — Professionalism
Professional demeanor encompasses items such as the personal conduct and
courtesy exhibited toward a customer by a member of the Pinkerton
Security Team.
Items of personal attention relative to proper appearance and demeanor of
PGS officers include the following:
• clean uniforms — neatly pressed
• ties, jackets, hats, badges worn appropriately
• speaking in a courteous manner
• not talking excessively on the telephone
• physically getting out of one’s seat to address a customer
• giving clear and concise directions
• not talking in slang
• not reading a newspaper, magazine, book, etc.
• not putting one’s feet on desks, chairs, etc.
• not sleeping
• portraying a “Customer Friendly” attitude.
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Your uniform helps set your customer at ease by indicating you are part of
Pinkerton Government Services. This uniform makes a powerful statement.
Customers gain a sense of confidence when they realize that they can count
on the person in that uniform for their security and safety needs.
Appearance — Uniforms
As a security officer for PGS you will be issued and required to wear a
uniform. How you wear your uniform has a direct impact on your image and
the image of the company. You must dress to reflect the image of yourself and
Pinkerton as being a professional security provider.
The PGS uniform
makes a powerful
There are several reasons why you must wear a uniform. The uniform allows
you to
statement.
• be highly visible.
• be recognized as a person with authority.
• patrol freely on the client’s premises.
• enforce policy and procedures under your jurisdiction.
• be identified by police and fire personnel.
Properly wearing your uniform and good personal grooming projects a
positive attitude. People respect spotless grooming because it reflects attention
to detail, high standards and self respect. Spotless grooming also creates an
impression of reliability and dependability. How you wear your uniform itself
must be viewed in two ways.
1. The crispness of the uniform itself.
2. The pride you take in wearing it.
Appearance — Uniform Articles
Shirts and Trousers
Security Officers will wear prescribed company uniforms. No fancy belt
buckles may be worn. Unauthorized pins, patches or devices may not be
worn. Absolutely no political, religious or other organizational symbols of any
kind may be worn while on duty or in uniform. Company uniforms should be
clean and properly maintained at all times. Trousers should be to the length
that covers the shoe laces. A belt that matches the color of your trousers with
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a simple buckle should be worn, with the belt buckle centered. Shirts must be
tucked in at all times. If wearing long sleeve shirts the sleeves must be down
and the cuffs must be buttoned. A clean white tee-shirt should be worn under
all shirts.
Tie
Clean clip-on ties must be worn at all times. Clip-on ties are required for your
safety. PGS tie bars are available through your branch office.
Shoes and Socks
Shoes and socks should be all black in color. The type of shoe you wear
should be one required by the environment in which you work. Always shine
your shoes and replace worn heels when needed.
Coats or Jackets
Only jackets, coats or rain coats issued and/or approved by PGS are to be
worn over the uniform. When jackets are worn the breast badge will be on the
outer garment and visible.
Clothing Accessories
For female employees, one earring per ear is acceptable and should be small
in size and conservative in style and color. Over-sized earrings are not
acceptable. For male employees, earrings may not be worn while working.
Excessive jewelry may not be worn unless previously authorized by your
branch management. Visible body piercing accessories or tatoos are
not permitted.
Breast Badge
Your breast badge should always be visible. Normally you wear it on the left
side of your shirt. When you wear a jacket be sure that you place your badge
on the jacket. You must wear your badge so that it is visible for four reasons:
1. The badge is a symbol of authority.
2. The badge shows the company logo.
3. The badge shows your rank.
4. In certain jurisdictions, it’s a legal requirement.
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Cap
Your cap can be a great aid when you are on patrol. It is highly visible and
recognizable. Always wear your cap “square,” that is level on your head with
the bill shading your eyes.
Hair
Your hair must be neat and combed in a natural style that is appropriate in the
work environment. Unconventional or extreme colors of hair and/or hairstyles
are not acceptable. For men, sideburns should not extend below the middle of
the ear. Facial hair is limited to neatly trimmed mustaches above the lower lip.
Handlebar mustaches are not authorized.
Hands and Nails
Clean hands are a requirement at all times. Fingernails are to be clean, neat
and not extreme in length or color.
Hygiene
The way we appear to others is very important, the way we smell can also
have a lasting impression on many customers. Take care not to use to much
perfume or after shave. Always use under-arm deodorants and mouth wash.
That way you will be confident that you are leaving a good lasting
impression.
Officers in uniform may not enter bars, cocktail lounges, taverns or other
places where alcoholic beverages are being served unless assigned to such a
place while on duty. Uniforms will not be worn when off-duty, except in travel
to and from your assigned post. There can be exceptions to this such as
wearing your uniform to a funeral of a fellow officer. Supervisors should use
their best judgment in those cases.
How Positive Is Your Attitude?
As mentioned earlier, your professional image is based on three integral parts:
appearance, attitude and customer interactions. While all of these are
important, some may be easier to improve than others. This portion of the
module is designed to help you assess one of the more difficult aspects of our
professional image to change: attitude. Nothing in customer service is better
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than sending a positive attitude to all you come in contact with. A positive
attitude is so vital to the success of security officers that those who fail more
often than not do so because of their attitude.
The attitude you project to others depends primarily on the way you look at
your job. To measure your projected attitude, complete the exercise that is on
the next page.
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Exercise 1
Circle the extent to which you agree or disagree with each
statement.
Agree Disagree
1. There is nothing demeaning about assisting
or serving others.
2. I can be cheerful and positive to everyone
regardless of age or appearance.
3. On bad days, when nothing goes right, I can
still find ways to be positive.
4. The higher the quality of service I provide
during work, the better I feel.
5. I am enthusiastic about my job.
6. Encountering difficult “people situations” from
time to time will not cause me to be negative.
7. The idea of being a professional at customer
contact is motivating.
8. Performing a “people-oriented” job is both
challenging and fun.
9. I receive great pleasure when others compliment
me or PGS for superior service.
10. Doing well in all aspects of my job is very
important to me.
5
4 3
2 1
5
4 3
2 1
5
4 3
2 1
5
4 3
2 1
5 4 3
5 4 3
2 1
2 1
5
4 3
2 1
5
4 3
2 1
5
4 3
2 1
5
4 3
2 1
TOTAL SCORE _____________
Interpreting Your Results
If you scored above 40, you have an excellent attitude toward your job. If you
scored between 25 and 40, you seem to have some reservations that should be
examined before you choose a career that involves customer contact. A rating
below 25 indicates another type of job might be best for you.
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Personal Contact and Professionalism
In most instances, when customers arrive at one of our facilities, the first
person they come in contact with is a member of PGS. First impressions are
lasting impressions. It is essential that each initial contact a customer has with
an officer be one that portrays a neat appearance and professional demeanor.
Physical appearance, such as neatness and cleanliness of clothing, hair, etc.,
are important aspects to remember when dealing with customers. Equally
important when you are in direct contact with customers are such things as
alertness, body language and personal mannerisms.
Speak with and treat each customer in the same manner in which you would
like to be spoken to and treated if you were to reverse roles with that customer.
The key aspect to the over-all effectiveness of your personal job performance
is to remember the word “perform.” Every time you, or one of your coworkers, comes in contact with a customer, you are placed in a role of a
“Performer.” Think of your favorite musical performer or favorite song. Every
time the performer sings and performs that song, the audience at that one
particular performance expects it to be good, regardless of how many times he
or she has performed the same song.
Summary
The image we project impacts our clients, security team & company as a
whole. A professional image is based on appearance, attitude & personal
interactions. Do your best to always exhibit a professional image.
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Self Check
1. What are the three parts of a professional image?
a) ___________________
b) ___________________
c) ___________________
2. Which is the most difficult to change?
3. Why are initial interactions so important to our future business?
4. List two ways you can make sure your initial contacts with customers are
positive.
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Answers
A. Self Check, page 24
1. a) Appearance
b)
Attitude
c)
Personal Interactions
2. Attitude
3. First Impressions are lasting impressions
4. Having a neat appearance and having a professional demeanor.
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CHAPTER 3
PUBLIC
3
RELATIONS
Today there are many indications that customers demand better quality and a
higher level of personalized service. Today’s clients have grown tired of
inattentive security officers. Surliness at the reception desk or compromised
security and safety services will not be tolerated — customers want Service
Excellence!
Service excellence consists of two dimensions: procedural and personal. Some
of the personal dimensions (appearance, attitude and personal interactions
with customers) are introduced in the chapter entitled Professional Image.
Pinkerton feels that these dimensions of “service excellence” are crucial to
our organization: they are integrated into all of our training programs. One of
the most routine, but most delicate responsibilities that a security officer is
involved with is that of Public Relations. Any time you interact with people,
you are involved in public relations. The interaction can occur in three ways:
• face-to-face contact
• written reports
• telephone communications.
In this segment we will discuss face-to-face contact. Telephone
communications will be covered in the Communications chapter and written
reports will be covered in the Effective Report Writing chapter.
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Lesson Objectives
This chapter is designed to
• Give you the necessary tools needed to know our customer needs so that your
interaction with customers reflects Pinkertons’ desire for “service excellence.”
• Demonstrate the importance of public relations.
What Are Our Customers’ Needs?
Your success on
the job will depend
on how well you
and PGS attend to
our clients’ needs
Our customers have hired PGS not only to protect their physical assets but to
provide psychological security for their employees, vendors, customers and
visitors. These psychological needs may be met directly by you in face-toface contact. Our customers have very specific and basic needs when they
approach us.
1. The need to be understood.
2. The need to feel welcome.
3. The need to feel important.
4. The need for comfort.
5. The need to feel secure.
The need to be understood
Those who select your services need to feel they are communicating
effectively. This means the messages they send should be interpreted
correctly. Emotions or language barriers can get in the way of proper
understanding.
The need to feel welcome
Anyone doing business with you who feels like an outsider will not feel
welcome. People need to feel that you are happy to see them and that they are
important to you.
The need to feel important
Ego and self-esteem are powerful human needs. We all like to feel important.
Anything you can do to make a customer feel special is a step in the
right direction.
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The need for comfort
Customers need a place to wait, rest, talk or do business that provides
physical comfort. They also need psychological comfort provided by the
assurance they will be taken care of properly and that their needs will be met.
The need to feel secure
Customers need physical security — a safe and secure work environment. Just
as they need physical comfort, they need to feel safe and secure
psychologically; the confidence that in the event of an emergency they will be
taken care of properly puts a person at ease.
Your success on the job will depend on how well you and PGS provide for
these basic needs. Keep these needs in mind when you find yourself in a faceto-face interaction.
Self Check
List each of the five personal needs of customers, and one way that you can
meet each of these needs at your post.
Example:
The need (a) to be understood
can be met by (b) interpreting emotions or language barriers correctly.
1. The need to (c)____________________________
can be met by (d)______________________________________________.
2. The need to (e)____________________________
can be met by (f)______________________________________________.
3. The need to (g)____________________________
can be met by (h)_____________________________________________.
4. The need to (i)____________________________
can be met by (j)_____________________________________________.
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Initial Interactions
Often times you are the first person someone comes in contact with at our
client site. At this initial contact you may be seen as
• an enforcement official.
• a uniformed paramilitary person.
• a person suspicious of their intentions.
• a source of information.
As you are approached, this individual may feel
Provide excellent
• distressed.
client service to
• awkward.
all you encounter.
• unsure of themselves.
• likely to have a bad experience.
How you handle this initial contact will determine not only the image this
person has of you as a security professional, but also the image they will have
of the PGS organization and the client.
The impression you want to make is one of
• a professional security officer.
• an efficient security organization.
• a department with high standards.
There are two steps in accomplishing this impeccable image:
1. Treat all members of the public as VIPs; ensure that each and every
encounter with the public is done in a courteous and professional manner.
2. Remember and anticipate the five basic customer needs.
a. The need to be understood.
b. The need to feel welcome.
c. The need to feel important.
d. The need for comfort.
e. The need to feel secure.
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As a security officer you must establish good public relations with everyone
you come in contact with. Below is a list of people you may interact with
during your job duties. Place a check ()next to the people you interact with
while on the job:
Fellow Officers
Train Crews
Supervisors
Law Enforcement Personnel
Client Staff
Fire Department Personnel
Union Officials
Juveniles
Union Members
Crime Victims
Delivery Personnel
Media Personnel
General Public
Contractors
Truck Drivers
Client Security Manager
Guests of the Client
Client Executives
Please add any others you can think of:
Why Are Public Relations Important?
Providing good public relations will serve three main purposes:
1. It establishes good will.
2. It aids in maintaining good will.
3. It assists in accomplishing the tasks of your job.
By following the guidelines in the Professional Image chapter you can greatly
enhance your public relations skills.
Other Helpful Hints
• Speak first.
• Greet people with a “Hello or Good Morning.”
• Be polite.
• Be hospitable.
• Ask people, “May I help you?”
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• Help them with procedures and policies.
• Address them by name if possible.
• Respond to their requests quickly.
• Give only pertinent information when requested.
• Follow the Professional Image Guidelines.
Summary
Provide the high quality service our clients want by addressing the five basic
customer service principles. They are the need to be understood, to feel
welcome, to feel important, to be comforted and to feel secure. In all
encounters with clients, their employees and visitors, strive to provide the
highest level of excellent client service
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Answers
A. Self Check, page 29
The order of your responses to the Self Check will vary. Just to be sure you
have included all five personal needs and have listed a way that you can meet
each one.
For instance:
2. c) feel welcome (d) letting customers know you are happy to see them.
3. (e) feel important (f) making customers feel special.
4. (g) comfort (h) ensuring customers they will be taken care of properly.
5. (i) feel secure (j) providing a safe and secure work environment for
clients.
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CHAPTER 4
SECURITY
4
AWARENESS
Many sites do not realize just how vulnerable they are to the potential security
threats they face, especially if they have not had any previous security
problems. It takes an overall effort by everyone to ensure a secure
environment. Security unawareness is a problem situation at all sites because
it increases the risk of crime and safety threats. As a security professional it is
your job to be “security aware,” as well as to inform others of the important
role awareness plays in protecting their site from potential threats such as fire,
theft and work-place violence.
Lesson Objectives
• Defines Security Awareness.
• Shows how security awareness affects you and your client.
• Assists you in demonstrating the importance of awareness to your client.
• Provides you with steps to achieve effective security awareness.
When you have completed this chapter you should have a working knowledge
of the benefits provided by heightened awareness as well as ways to increase
security awareness at your client sites. Throughout this chapter you will find
self-check questions that will help you to master the key points in this section.
What Is Security Awareness?
Security awareness is an attitude that places a high priority on identifying
exposures such as intrusions, crime, theft, fire and safety issues. As security
professionals we must be aware of these situations and address them in a
manner that positively affects the other employees at a site.
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Although not intentional, your site may lack sufficient security awareness,
especially if it has had few or no incidents involving security problems. This
lack of security awareness is often evidenced by the low priority placed on
security measures. Your job is important because of the potential loss of life
that can result from poor security awareness.
Security Awareness Is Ongoing
At a site guarded by a security force, an ex-employee gained access, went into
the personnel office and shot the personnel employee who had processed his
termination papers. As you would expect, security awareness was given a high
priority for some time after that incident. The personnel manager took steps to
ensure that only authorized personnel gained access to the personnel area.
Several months later, however, access control was stopped because the
systems annoyed the employees, leaving those employees vulnerable to
another security threat. This example is given to demonstrate that security
awareness is an ongoing process.
Management groups are primarily concerned with the cost of providing
security. They may view the cost only in dollars and cents spent rather than
dollars and cents saved through the prevention of theft and safety threats. It
may be difficult for managers to see how a good security program can help
control their costs, but it can, both in terms of production and loss of finished
product. Take a moment to reflect on the benefits you have seen at your site in
terms of security, safety and fire hazards. List three below.
1. _____________________________________________________________
2. _____________________________________________________________
3. _____________________________________________________________
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What steps should be taken to inform our clients of
safety issues?
By identifying security, safety and fire hazards and then showing our clients
and their employees how correcting these hazards benefits them, we can begin
to change their attitude toward security awareness. Some of the benefits
could include
• reduction in theft of company and/or employee property.
• fewer accidents.
• reduction in the potential for fire.
• reduction in the potential for violent situations.
When you see
• safer parking areas.
a potential
• return on the investment for security.
hazard, you
need to
When you see a potential hazard, you need to first identify it. Next, report it
to your supervisor and discuss it with him or her to eliminate the problem.
The solution may be as simple as installing extra lights in the parking
structure, or it may be more complicated, such as providing training to your
client’s employees. It takes an overall effort by everyone to ensure a secure
report it.
environment. As security professionals we are well aware of the problem
situations concerning security, fire and safety. It is our responsibility to inform
our clients and employees who do not understand or recognize these
problem areas.
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Self Check
1. What is security awareness?
____________________________________________________________
____________________________________________________________
2. Why is it important to heighten security awareness?
____________________________________________________________
____________________________________________________________
3. What is your role in informing clients of potential security threats?
____________________________________________________________
____________________________________________________________
4. What are the three steps you should take when you notice a
potential hazard?
____________________________________________________________
____________________________________________________________
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Achieving Security awareness
We know that security awareness among all site employees will improve
production and actually holds down costs, in addition to preventing harm. But
how do we communicate our knowledge to the proper authorities? One of the
most important steps you can take is just simply being aware. You, as a
security officer, serve as a model by informing others directly through
conversations and indirectly through your actions. When non-security people
don’t have your awareness or expertise, work with them in a professional
manner so that they can raise their awareness. Remember, they have not had
the specific training nor the experiences you have had. Above all, be
professional, take pride in your work and do your job well.
Take Pride in Your Work
Think back to the example at the beginning of this chapter, in which the lack
of awareness was evident throughout the organization until a loss of life
occurred. The lack of awareness at the organizational level was evident in the
employees’ attitudes. After the incident occurred, the organization and
employees had heightened awareness, and changes were made accordingly.
Actions initiated by security officers can create heightened awareness
throughout an entire plant, reducing the potential for harm. Irresponsible
actions by security officers can create negative awareness. This is the same as
the negative perception which was discussed in the Professional Image
Chapter. Customers (site employees) we come in contact with every day will
form an opinion based upon that contact about you as a security officer and
about current security in general. Their perception is based upon their
experiences in the past. It might be a positive or a negative perception. The
potential for that perception to change, good or bad, depends upon your
actions. For example, if someone has a negative perception about security
officers and you act in a manner that confirms this, then their perception will
not be changed. If, however, you act in a manner that challenges their existing
beliefs, their negative perceptions of a security officer could be changed.
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How to Achieve Effective Security Awareness
Security awareness can be achieved at your site by having
• The security supervisor report incidents to upper management.
• New employee orientation includes a briefing by security personnel.
• Security managers attend client staff meetings.
• Security management involved in writing policy and procedures in regards to
security, fire and safety issues.
• Security personnel attend client safety meetings.
• Monthly Security Awareness sessions with employees.
Can you think of any other measures that may be applicable to your site?
List them below.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
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Creating Awareness ...
There are many things that you can do as a security officer to create
awareness about issues at your site. Check all that may apply to your site.
• Remind personnel to park in well-lit areas.
• Remind people to keep purses and other valuables locked in their desk, and not
left unattended.
• Enforce no smoking policies.
• Report safety hazards.
• Eliminate gambling at facilities.
• Report/correct fire hazards.
• Identify and report drug use.
• Prevent theft.
• Remind people to lock doors, safes, crib areas, etc.
Can you add more? List below.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
By doing your job effectively and communicating with our clients we can
enhance the security awareness at our client sites, ensuring that security is
seen as a benefit, not a cost.
Summary
Most of these issues are handled by the security supervisor. By recognizing
security hazards and reporting them you are keeping people aware of problem
areas. When employees understand the importance of security it can greatly
enhance the image and effectiveness of security personnel. One of the most
difficult parts of your job will be sustaining an attitude of security awareness
in all areas.
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Answers
A. Self Check, page 38
Your wording of these answers may vary.
1. Security awareness is an attitude that places high priority on identifying
exposures such as intrusions,crime, theft, fire and safety issues. Security
awareness is ongoing.
2. It is important to heighten security awareness because potential loss of life
and other security threats can result from poor security awareness.
3. The security officer’s role is to identify security, safety and fire hazards and
show clients and employees how correcting hazards benefits them. This
helps clients change their attitude toward security awareness.
4. The three steps to take when you notice a potential hazard are to identify
it, report it to your supervisor and discuss it with him or her to eliminate
the problem.
• Report everything that occurred and all of your actions on the Incident Report.
Indicate who was injured, what happened, how it happened, when and where
it happened and give a complete description of the injuries in plain language
as they appeared to you. Specific guidelines on completing an Incident Report
are covered later in this section.
Every medical situation has a specific emergency procedure that is
appropriate. Unless you are qualified to perform that treatment, do not attempt
it as you could cause the individual additional harm.
If CPR/first-aid certification is a requirement at your site, you will be given
training by a Red Cross or American Heart Association certified instructor.
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CHAPTER 5
THEFT
5
PREVENTION
Lesson Objectives
In this chapter you will learn
• what theft prevention is.
• why theft prevention is important.
• the different types of theft and reasons why theft occurs in a company.
• your responsibilities when theft occurs.
• procedures to prevent theft and responsibilities for identifying and
preventing theft.
• the difference between theft and misappropriation.
What Is Theft Prevention?
The largest percentage of asset loss is from theft, so companies work
diligently to prevent theft. Theft prevention consists of those procedures used
to control and prevent loss of company assets, such as computer lock-down
devices. As stated earlier, billions of dollars are lost each year through
employee and public theft. Preventing theft means lessening the opportunities.
In other words, rather than attempting to catch an individual in the act,
preventive measures are taken to avoid the act from occurring in the
first place.
1 Cunningham, W.C., Strauchs, J.J., & Van Meter, C.W. (1990) Private Security Trends 1970–2000.
Hill Crest Systems, INC. McLean, Va.
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Place a check () in front of the prevention techniques used at your site.
Package Inspections
Cooperative Managers
Supply Inventories
Locked Supply Cabinets
Vehicle Passes
Routine Security Patrols
Property Passes
Information Security Program
Copier Keys
Identification Cards
Fuel Keys
Use of Safes
Computer Lock-Down
Time Cards
Add any others that apply to your site:
Billions of dollars
are lost each year
through employee
and public theft.
What Is Theft?
The legal definition of theft is the unlawful stealing of property of another
with the intent to deprive the rightful owner of their possession.
Many think of theft as a single act in which something of considerable value
or quantity is stolen. However, theft of small amounts of money or equipment
taken over time accrue into millions of dollars in a very short period of time.
When employees engage in this type of theft, it is called pilferage. By some
estimates, pilferage is one of the highest costs incurred by an organization.
What Is Pilferage?
The pilferage of company property occurs in many different ways and at
different levels. Pilferage can range from stealing office supplies to stealing
cash — which is known as embezzlement. Some examples are shown below:
• excess use of copy machines for personal gain
• stealing supplies for personal use
• computers
• postage
• personal phone calls.
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Why People Steal
Motivation to steal arises from a variety of reasons such as need, desire,
psychological disorder and/or compulsion.
It is more likely that individuals will steal out of desire, actual need and/or
perceived need rather than psychological disorder or compulsion. An
individual may feel they need a particular item for their personal use, such as
a computer. The individual may desire something because they believe it will
make their life easier. Regardless of whether the individual is justified in their
actions, desire and need are powerful motivations. Individuals will go to great
lengths to get what they want or need. It is also important to remember that
individuals will also steal in retaliation for policies and procedures they do not
like or think are unfair.
Other causes of theft include drug-addicted individuals looking for a way to
feed their addictions.
How Is Theft Prevented?
Companies employ different techniques to prevent the loss of valuable
equipment, ranging from volunteer searches upon employee exit to lock-down
devices on valuable equipment.
One of the most frequently used prevention techniques is inventory counts.
Depending on your post orders, this may be one of your responsibilities. This
is done by counting inventory frequently, comparing stock taken from
inventory for work in progress, and recording scrap and damaged inventory.
This ensures that the amount of finished product is equal to stock drawn, plus
scrap and inventory.
As a security officer, you will also be responsible for checking any
transported goods entering and exiting your site. To prevent theft, you need to
ensure that current transportation practices do not place your site at risk
for theft.
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The following are conditions which place transportation of goods in a
high-risk category:
• Merchandise handling by several individuals.
• Transport delays allowing time for potential loss.
• Natural hazards may obscure view of materials being unloaded.
• Man-made hazards such as lakes or visual barriers obscuring your view.
• Weather conditions may make loading and unloading dangerous (e.g.,
slippery pavement).
Follow your post
orders to help
prevent theft.
When you are responsible for loading and unloading of materials, you should
always check materials against paper work. When checking paperwork you
need to keep in mind that overloads may indicate an intent to “lighten” the
load before it reaches its final destination. Remember, you should always
check vehicle logs, seals, load checkers, scales, locks, etc. If you suspect there
is intention of, or possibility for theft, contact your supervisor immediately
and follow their orders.
General Rules and Responsibilities
for Theft Prevention
Security officers share the responsibility with our clients to prevent and
control theft. Many clients have minimum standards for “Control of
Property.” As an expert, it is your responsibility to implement procedures and
practices that prevent theft. The suggestions and procedures for implementing
security procedures in the Physical Security segment of this program should
be discussed with your supervisor so that your site is secure from
excessive theft.
Company-owned property must receive the attention necessary to prevent the
unauthorized removal or diversion of property. All persons, vehicles, railroad
cars, packages and containers must be regulated and controlled. Although our
clients are not responsible for losses of employee property, every effort should
be made to prevent such losses and to aid in their recovery.
Locks and keys involving the protection of client property may also be the
responsibility of security. Issuance of keys shall be kept to an absolute
minimum. Key control is a vital part of theft prevention.
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The responsibilities of a security officer in regard to theft control may include
the following:
• Prevent unauthorized removal of property.
• Control persons, vehicles, railroad cars, packages and containers.
• Recognize the difference between theft and misappropriation.
• Eliminate possible opportunities for theft or misappropriation.
• Use proper procedure in theft cases.
• Document the incident in writing. A record will be made of all reported losses
or recoveries of property.
• Develop informants.
Misappropriation
• Observe and record any unusual activity and plant conditions that may lead to
is the unlawful
possession or
possible theft.
control another’s
• Recognize “high” theft items.
property.
Theft vs. Misappropriation
It is important to remember that individuals are protected by the Fourth
Amendment against unlawful searches and seizures. It is also important to
remember that there must be a just and probable cause to search and seize. If
a citizen’s rights are violated by a security officer, that security officer, PGS
and the company who violated their rights will be held accountable, both
financially and legally. Therefore, it is your responsibility to follow specific
guidelines preventing false accusations and unlawful searches. You should
also be aware of the differences between theft and misappropriation, so that
you do not falsely accuse an individual of such a serious crime
as theft.
Misappropriation can be defined as the unlawful possession or control of
property of another. For example:
• An employee takes a number of windshield wipers off the
assembly line and places them in his locker.
• An employee takes a laptop computer home to complete
an assignment and forgets to return it.
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Theft may have been contemplated, but there has been no actual completion
of the offense. Legally, charges can not be brought against this individual.
Theft is the unlawful stealing of property of another with intent to deprive the
rightful owner of its possession. The company has legal rights to prosecute in
this instance so it is important to conduct the search and seizure as well as fill
out required paper work accurately and honestly. For example: An employee
unlawfully and without authority takes property off the facility premises with
intent to permanently deprive the owner of its use.
We must always be
on the lookout for
possible theft
situations.
Certain violations may constitute offenses against public criminal law as well
as against work rules. Whether action is taken under criminal law may be
determined as follows:
• If employee property is involved, the decision to prosecute under criminal law is
the concern of the victimized employee.
• If company property is involved, the decision to prosecute is made by client
management.
Any criminal prosecution will be handled by local police departments. In
criminal prosecution cases, the officer’s role may be that of a witness. In
general, your role will be that of an observer who reports their suspicions of
theft or misappropriations. For example:
If an employee forgets to remove a pair of company gloves from his pocket at
lunch time, becomes aware of the oversight and returns the gloves to the plant,
common sense indicates that no misappropriation has occurred.
REMEMBER: To presume intent of theft or misappropriation, some overt
action or circumstance must be present to show wrongful intent.
How to Prevent Theft
Though we in security do not have direct control over some of the methods
used to prevent theft, we must always be on the lookout for ways to help our
clients identify possible theft situations.
To have an effective theft-deterrence program the client should have a written
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policy in regard to theft, an effective loss-prevention program and a welltrained security force. We will next discuss how we can better prevent theft
and some of our responsibilities in regard to theft issues.
Facility Theft Prevention
Theft prevention in the facility is a primary objective of security officers.
Officers are responsible for the observance, detection and elimination of
situations conducive to possible theft. Be aware of the following:
• “Hot items” left laying around. “Hot items” are highly desirable items that
have a high potential of being stolen.
A security
• Excess number of “hot items” in the work area.
• “Hot items” must be stored and locked up during non-production times.
• Unusual employee actions
officer can play
a major role in
reducing thefts.
– employees loitering in storage areas
– employees loitering in restricted areas
– employees in possession of material not used on their particular jobs.
Parking Lots and Perimeter Fence Lines
A security officer’s responsibilities for theft prevention also include parking
lots and along fence lines. Any outside perimeter area should be considered a
possible theft route. Officers should be observant of and report all
discrepancies along the fence lines and in parking lots. Some of the items to
be aware of concerning fence lines are listed below.
• loose fencing
• cut fencing
• damaged barbed wire or concertina wire
• gaps at the bottom of the fence
• material stacked next to the fence
• isolated areas.
Employee parking lots should be patrolled to prevent theft of employee
property, as well as to detect possible theft of company property. Some points
that may indicate possible theft from parking lots are listed below.
• personnel loitering in parking lots
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• personnel looking into vehicles
• vehicles driving around slowly or at unusual hours
• personnel having difficulty entering a vehicle
Any unusual activity along the perimeter fence lines or in the parking lots
should be reported to your supervisor immediately.
Recognizing Theft or Intent
Facility Entrance
The security officer’s skill as an observer is vital in the detection of theft.
Keen observance of people, property and unusual activity can play a major
role in deterring theft. Theft prevention at a facility entrance involves three
important areas.
Any outside
perimeter area
should be
considered a
1. before the entrance
possible theft
2. at the entrance
route.
3. after the entrance.
Vigilance is the
key to observing
Officers should be observant of the following signs that may indicate theft:
weaknesses in the
• adjustment of clothing
security program.
• bulges in clothing
• loitering employees
• attempted exit when officer is distracted
• employee who watches officer for period of time
• arms held in an unusual manner
• unusual walk — stiff arm or leg
• books or magazines folded in a manner to conceal property
• personal clothing in a roll or bundle
• diversions
• shifting packages from side to side
• employees in a hurry
• employees walking on the far side of a group
• overly friendly employees.
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Responding to theft
When a security officer finds it necessary to approach an employee suspected
of theft, the following steps should be followed:
1. Request the employee step into the gatehouse (if at an entry/exit point).
2. Identify employee.
3. Request employee reveal contents of
– packages
– pockets
– bulge in clothing.
4. If employee refuses:
– Inform employee failure to comply will result in violation of company policy
and could result in detention.
5. Contact security supervisor.
6. The supervisor will contact Labor Relations or other client personnel.
7. Contact employee’s supervisor.
8. Collect all evidence of theft.
9. Report the incident in writing.
Theft control is largely a matter of procedures, faithfully followed, and
records kept accurately and completely.
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CHAPTER 6
6
COMMUNICATIONS
As stated earlier in the Public Relations chapter, your interaction with the
general public is one of the most delicate responsibilities you have as a
security officer representing PGS. The type of interactions you have with
clients, peers and the general public should at all times reflect Pinkertons’
strong belief in service excellence. The interactions you have with individuals
can occur in three ways: 1) face-to-face contact, 2) written reports and 3)
telephone communications. This segment will cover both telephone
communications and radio communications.
Lesson Objectives
This chapter is designed to
• Demonstrate the importance of Public Relations.
• Provide you with the skills necessary for telephone and
radio communication.
Please take the time to read this section carefully and complete the exercises
provided. It is our hope that you will find the exercises easy and fun
to complete. They are designed to enhance your working knowledge of
telephone communication skills, radio communication skills and overall
knowledge of the radio codes used in our organization.
How we communicate and what we communicate are
extremely important to our success.
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Telephone Skills
The telephone plays an integral role in almost all businesses today. Take a
moment to reflect on the role of the telephone at your site. As a PGS security
officer you may be required to fulfill receptionist duties. It is important for
you to have telephone skills as the telephone is a key source of contact
between you and your branch office as well as the client’s customers.
Exhibit a
professional
attitude when
answering all
telephone calls.
Telephone communications are as important as face-to-face interaction with
customers. First impressions are often formed over the telephone. A recent
study found that first impressions formed over the phone are based primarily
on vocal cues (such as tone, professionalism and courtesy) and account for
82% of our first impressions made, while only 18% are based on the types of
words used when communicating on the telephone. These figures are given to
demonstrate just how critical it is that your voice be pleasant, concerned,
patient, informed and caring.
Send a positive attitude when using the telephone!
Telephone Courtesy
Having telephone skills is crucial to PGSs’ success. When you are on the
telephone with a customer, you are representing Pinkerton. In other words,
you are Pinkerton Government Services and your actions send a clear
message about our organization. You must remember that the individual on
the other end of the telephone does not have visual cues provided by your
body language or facial expressions to analyze the situation or gauge your
feelings. The individual has only your voice to gauge the social situation. This
makes your tone of voice very important. It is also important to remember
that individuals you speak with on the telephone are current or potential
customers. The only information available to them is your telephone
communication skills, such as your voice and finesse in handling the
telephone call.
It is imperative that Pinkerton employees exhibit a professional attitude when
answering all telephone calls. The mood we convey on the telephone is
important. When a customer cannot see your concerned face, they need to
hear concern in your voice. There are two critical aspects to making sure the
message you send over the telephone is a positive and caring one:
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1. The manner in which you speak.
2. Active listening.
How a Positive Speaking Manner Is Achieved
You can see how critical it is that your voice tone be pleasant, concerned,
patient, informed and caring. When a customer cannot see your concerned
face, they need to hear concern in your voice. It also helps to deepen your
voice. Lower voices are perceived as being more mature, confident and
in control.
Even if your voice is pleasant, you may still be annoying customers if you
have irritating habits such as gum chewing, eating, covering the receiver to
talk to co-workers or leaving the customer on hold too long.
Speak in a pleasant tone of voice, at a rate that is not too fast nor too slow,
and in a volume that is not too loud nor too soft. Each time you answer the
telephone, identify yourself and the area in which you work.
Example: “Security, Officer Chris Smith, how can I help you?”
If you work in an area that receives telephone calls from persons outside your
particular facility, also identify the corporation.
Example: “Northrup Grumman, Security Officer Pat Jones, how can I help
you?”
Active Listening
Active listening is another important aspect of effective telephone
communication. By assuming an active listening role, you are more able to
understand what the call is about and meet the customer’s needs. Let’s take a
look at some simple listening skills that should be used while you are on
the telephone.
• Seek first to understand what your caller wants.
• Be polite by saying please and thank you.
• Display a professional attitude.
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• Minimize interruptions.
• Be calm, sincere and interested.
• Give appropriate verbal responses. Allow the speaker to continue speaking while
remaining interested. Use terms such as:
“Yes, really?”
“Gee.”
“You don’t say?”
Taking Telephone Messages
Taking messages accurately is another important part of telephone courtesy.
Take a moment to reflect on the last time you were frustrated by receiving an
inaccurate telephone message. What were the consequences — a missed
appointment? How did you feel? When taking telephone messages from a
caller, listen clearly, re-state the information of the telephone message to the
caller and explain the action you are going to take so that customer
satisfaction is reassured. Write and record the time of the call, your name, and
forward it promptly to the appropriate individual(s).
Self Check
1. List two reasons why good phone skills are important.
a)_________________________________________________________
b)_________________________________________________________
2. ______________________________ and ___________________ are the
two aspects of sending a positive message over the telephone.
3. One way to achieve active listening is to
____________________________________________________________.
4. True or False? When taking a telephone message you should always
re-state the information of the message to the caller. ___________.
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Multiple Telephone Calls
If you need to leave the line during a call, ask the customer if they’d rather be
called back or put on hold. If they prefer to be called back, tell them you’ll
call back at a certain time and ask if that’s acceptable. Call back at the agreed
time, even if you’ve nothing to report except that you’re still working on it.
If they prefer to be kept on hold, explain that it may be several minutes before
you’ll have the information. Offer your name in case the customer decides to
hang up and needs to call again. Ask for a telephone number in case you
get disconnected.
Wait for a
This kind of service shows the customer that they really matter and that PGS
response before
is run by thoughtful, helpful people.
you place
someone on hold.
When handling multiple calls, handle one call at a time. Answer all calls as
quickly as possible. If possible do not allow more than three rings. Prioritize
urgent telephone calls and ask to place callers on hold only when necessary.
When placing callers on hold make sure that you get their expressed
permission. In other words, wait for the caller to respond to your request
before you place them on hold.
When a telephone caller has been placed on hold, avoid keeping the person
on hold for an extended period. You may need to write down the order in
which the telephone calls are received. Keep the caller informed as to the
status of the call as well as the action you are taking.
When you are faced with multiple calls remember to stay calm. The caller on
the other end of the phone will sense frustration and lack of control in your
voice, which may put them on the defensive.
Remember: The individual on the other end of the telephone does not have
visual cues provided by your body language or facial expressions to analyze
the situation or gauge your feelings.
Information Security and the Telephone
As a security professional you are often trusted with and given access to
confidential or classified information. Clients rely on PGS security officers to
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keep their physical assets and employees secure. As a security officer in our
organization, you are also expected to keep information secure. DO NOT give
out any confidential or classified information about employees, co-workers or
your client’s business. Information considered confidential or classified may
be telephone numbers, home addresses and product or proprietary
information. In handling sensitive calls of a confidential nature, do not make
any verbal commitments which you cannot keep regarding access to
information. If you are in doubt as to how to handle a particular telephone
call, forward or transfer the call to your supervisor.
If you aren’t sure
how to respond to
a caller, ask your
supervisor for
assistance.
Abusive Telephone Calls
Calming Customers Over the Phone: Occasionally you will get telephone
calls from unhappy clients or customers who are abusive in nature. While you
may not be the cause of the anger, you may be the outlet. For this reason it is
very important that you master the simple listening skills discussed previously.
The following are some helpful hints and skills that will increase your ability
to handle an abusive call.
When you receive an abusive call
• Do not take their comments personally or allow yourself to become angry.
• Be sensitive to your caller’s true reason for calling.
• Try to ignore the caller’s rudeness.
• Control your temper so that you avoid an argument.
• Allow the caller to blow off some steam.
Listening skills involve
• reflecting for feeling.
• seek alternatives.
• define perfection.
• parroting.
Encouraging the other party to talk through statements such as reflecting the
feeling is done by varying the 3 Fs; Feel, Felt, Found. Here are examples of using
the 3 Fs:
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• “I’m sorry you feel that way.”
• “Others have felt that way too.”
• “And then they found, after an explanation, that this policy protected them, so it
made sense.”
Asking questions for clarification to seek alternatives by asking, “What has
been done so far?” Define the ideal solution by asking, “What would you like
to see happen here?”
Giving informational feedback is called Parroting. Parroting is the rephrasing
of the speaker’s issues or mirroring feelings and emotions through statements
given back to the caller.
Transfer abusive
calls firmly, but
HEARING + INTERPRETATION + EVALUATION = LISTENING
politely to your
supervisor.
Proper listening involves hearing, interpretation and evaluation.
• Hearing of sounds is only a small part of the listening process.
• Interpretation – Proper interpretation will lead to understanding. Improper interpretation results in misunderstanding.
• Evaluation – During this state, information is weighed and reacted to. How much
weight is placed upon words that are spoken and the interpretation of those
words are the processes of evaluation.
By using compassion and understanding you may diffuse the caller’s anger. If
the caller continues to be abusive and/or offensive, let the caller know in a
friendly manner that you understand the caller is displeased and that your
supervisor will need to help him or her. After the call is completed, discuss
with your supervisor how the call will be documented.
Remember, listening skills are critical in resolving many issues.
To be a better listener ...
Stop talking.
Avoid distractions.
Concentrate on the speaker.
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Look for real meanings.
Provide feedback.
Helpful Hints for Telephone Communications
The following is a list of actions for effective telephone communications. As
you read through this list, take a few moments to consider how it applies to
your particular job assignment.
• Show interest.
• Make an effort to understand what the person is trying to say.
• Make an effort to understand the other person’s point of view (empathy) even if
For effective
you don’t agree with it.
telephone
• Acknowledge the other person’s viewpoint and let him or her know
communications
wait and listen
when silence is
the best answer.
your opinion.
• Let him or her ask your opinion.
• If a problem exists, try to identify it.
• Help the other person see the relationship between the cause and the problem.
• Encourage the other person to solve his or her own problems.
• Wait and listen when silence is the best answer.
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Telephone Quiz
Treating callers professionally means being as pleasant over the telephone as you
are in person. Take the telephone quiz below.
True or False
____1.It is okay to make someone wait on the telephone while you attend to
another equally important task.
____2.You should actually smile when you answer the telephone.
____3.If nobody is around to answer a ringing telephone and it’s not your post,
the best thing to do is let it ring.
____4.It is acceptable to not return a call. If the call is important, the calling
party will try again.
____5.If a customer is rude, it is your right to be equally snippy.
____6.You should identify yourself by name when answering a telephone call.
____7.If business is slow, it is perfectly acceptable to make personal calls to
your friends.
____8.It is important to communicate a sincere interest in the caller and the
information that is being requested or provided.
____9.The conversation should be ended in an upbeat manner, with a
summary of any action to be taken.
___10.When you are upset, it is possible to communicate a negative attitude
over the telephone without realizing it.
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Radio Communications
One of the most important pieces of equipment you will use on the job is a
two-way radio. Your radio provides you the ability to respond quickly to
problems and can also provide you with personal safety. It is essential that
you use your equipment properly and professionally. When using any form of
radio communication, the message must be clear and concise.
How Two-Way Radios Work
Radio units transmit and receive signals on a specific radio frequency. The
frequency is a point on the “dial” or spectrum of radio frequencies. The
frequency is assigned by the Federal Communications Commission (FCC).
Several users may be assigned to the same frequency.
Signals
Radio signals require three basic components:
• transmitter
• antenna
• receiver
The transmitter provides the energy to transmit signals, the antenna “spreads”
the energy into the atmosphere, and the receiver catches and processes the
signals then converts them to audio or printed text signals.
Radio wave units are line-of-sight devices, that is, they operate best on flat
ground where there is nothing to get in the way of the signal. When obstacles
such as mountains, hills or large buildings are present a repeater is needed. A
repeater is an antenna placed at a very high point. The base station transmits
the signal to the repeater, the repeater then transmits the signal to the
receivers. In this way the signal is lifted up and over the obstacles. Now that
we have touched on some of the technology in regard to radios, let’s take a
look at how to use the radio.
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Recommended Techniques
Following is a list of Do’s and Don’ts for radio communication. These
common radio techniques should be adhered to at all times. Remember that
prevention is always the best practice, always be sure your equipment is in
good working order and report any damage to your supervisor immediately.
DO
• Conduct a radio check when you receive your radio.
• Verify with the base station your “radio check and number.”
• Wait for a response before speaking.
Your equipment
• Speak slowly into the microphone.
should always be
• Hold the microphone 2–3 inches away from your face.
in good working
• Begin speaking when contact has been established.
order.
• Make sure no one else is broadcasting.
• Use codes when applicable.
• Use unit numbers for identifying personnel.
• Know areas of interference.
• Be clear and understandable.
• Broadcast only essential information.
• Use a telephone for lengthy messages.
• Be courteous.
• Keep transmissions brief and to the point.
• Plan your messages.
DON’T
• Use personal names.
• Transmit information that could alarm the general public. Remember, the same
frequency may be used by several different radio users.
• Express anger or sarcasm.
• Use profanity.
• Start talking until initial contact has been received.
• Broadcast over others.
• Broadcast long messages.
• Use humor or horseplay.
• Argue with or chew someone out.
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10-Codes
There are a number of “10” codes and phonetic codes utilized by different
agencies. Know your site code system. In the event of an emergency be aware
that outside agencies may have a code different from yours. Always be
professional and assume personal responsibility for correct radio use.
This is a sample of a 10-Code System.
General Codes
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10-1
Receiving Poor
10-26
Medical Emergency
10-2
Receiving Well
10-27
Ambulance Needed
10-3
Stop Transmitting
10-28
Death
10-4
Message Received OK
10-29
Accident
10-5
Request Radio Check
10-30
Security Vehicle Accident
10-6
Rest-Room Break
10-31
Bomb Threat
10-7
Out of Service
10-32
Fire Alarm
10-8
In Service
10-33
Emergency in Progress
10-9
Repeat
10-34
Open Gate/Door
10-10
Supervisor Needed
10-35
Close Door/Gate
10-11
Meet Complainant at ...
10-36
Correct Time
10-12
Registration Check
10-37
Fight or Disturbance
10-13
Meet (unit) (location)
10-38
Citizen’s Call for Help
10-14
Escort (person) (location)
10-39
Status of ...
10-15
No Apparent Problem
10-40
Investigating: Monitor
10-16
Pickup (locate)
10-41
Holding Suspect for Police
10-17
Deliver (location)
10-42
Arrest Made
10-18
Proceed With Caution Go
10-43
Officer Shot or Injured
10-19
Go to (location)
10-44
Officer in Trouble: Urgent
10-20
Location
10-45
Noise Complaint
10-21
Phone
10-46
Theft
10-22
Crime in Progress
10-47
Breaking/Entering/Intrusion
10-23
Please Stand by
10-48
Dog or Animal Complaint
10-24
Security Alarm
10-49
Auto/Property Impounded
10-25
ID Check
10-50
Hazardous Material Incident
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Answers
A. Self Check, page 58
1. Wording of answers may vary and may include any two of the following:
a. First impressions are often formed over the telephone.
b. They are crucial to Pinkertons' success.
c. You are representing Pinkertons'.
d. The mood we convey on the telephone is important.
e. The individual on the other end has only your voice and finesse in
handling the telephone call to gauge the social situation.
2. The manner in which you speak and active listening
3. Your answer may be any one of the following:
a. seek first to understand what your caller wants.
b. be polite by saying please and thank you.
c. display a professional attitude.
d. minimize interruptions.
e. be calm sincere and interested.
f. give appropriate verbal responses.
4. T
B. Telephone Quiz, page 63
1. F
2. T
3. F
4. F
5. F
6. T
7. F
8. T
9. T
10. T
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N O T E S
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CHAPTER 7
SAFETY
7
AWARENESS
What You Will Know Upon
Completion of This Module
While the possibility of an accident in the work place is minimal when safety
precautions are followed, injuries, fines or work stoppages can occur. At the
worst, deadly consequences can result from a lapse in work-place safety. PGS
security officers need to be familiar with their post orders and their client’s
procedures for minimizing all safety hazards.
This module discusses safety standards, at-risk areas and activities in the work
place to review during your patrols. These problems will change from client
to client, but certain universal precautions can be utilized. At the end of this
module, as a security officer and possibly a victim yourself, you will
• Know what kind of activity suggests a safety hazard in the client’s
work place.
• Be aware of what to look for to create a safer work place
• Know more about safe work practices and precautions that can be utilized by
you to reduce the possibility of an accident
• Be knowledgeable about the various types of Personal Protective
Equipment available
• Be aware of procedures to follow if accidents occur in the client’s work place.
PGSs’ primary concern is the safety of our employees, our clients, their
customers and employees. By creating a safe working environment for our
clients, we are also creating one for our security officers.
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Assessing the Client’s Safety Risk
As a PGS security officer, your part in helping maintain a safe, healthy work
place minimizes risk. Risk management is essential for even the smallest
clients. A work injury that disables a worker can seriously harm the financial
viability of the client. Injuries to customers or passers-by can damage the
client’s good name and impact their future earnings. The total
cost of even minor injuries can be high in terms of lost time or income to
the client.
One goal of
security officers is
to maximize safety
in the workplace.
Prevention of work-place injury and illness is the objective of all types of
businesses, regardless of industry, size or complexity. One of the goals of the
security officer is to help their customer maximize safety in the work place.
As a security officer, one of your goals is to control risks arising from the
interaction of these elements at the client’s work place:
• people
• equipment
• materials
• work environment.
Ask Yourself These Questions
Are customers and members of the public protected from the operational risks
of the client’s business?
Examples:
• providing a defined public area for customers to wait in
• providing fences around pits and hazardous work areas.
When visitors are admitted to the client’s work area, are their movements
restricted to non-hazardous areas? Are repair or maintenance contractors made
aware of hazards existing in the area where they will be working? In the ideal
work place, they will be.
Is the Equipment Safe?
All of our clients rely on equipment of some sort. During the course of your
patrol, make sure to do the following:
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• Information and Training. Before using equipment make sure you have
been trained properly. If applicable to you and the equipment you use,
make sure specified manufacturer maintenance schedules are followed.
• Regular Inspections. Equipment can suffer damage or wear and tear
in normal usage. Make sure inspections are performed by a trained professional
according to regular maintenance schedules. Are materials used safely?
• Client Equipment. If you observe client equipment being used improperly
or not maintained, report it up the chain of command.
Materials in the client’s business might include everything from stock items in
a cleaning room, to sheet steel used in manufacturing, or fertilizer sold by the
landscape supplier. No matter what materials are involved in the client’s
business, the following are the most common safety problem areas.
Handling and Storage. Strains, sprains and serious long-term injuries to
backs, shoulders, arms and hands are the most common work-place injuries.
Though finding the solutions rest with the client, as a security officer you may
observe problems and should report them to your supervisor. Both you and
your supervisor might recommend possible solutions to the client, such as
• using mechanical lifting aids
• changing the work process, where possible, to reduce the need for continuous
manual handling tasks
• storing heavy items at waist level to minimize bending and reaching
• ensuring items in racks can be reached safely.
Hazardous Substances. It is necessary that any hazardous or dangerous
substances are identified, correctly handled and stored. Suppliers provide
safety information on hazardous substances by labeling containers and
making Material Safety Data Sheets (MSDS) available. The labels can be
used by the client to select the safest substance for the job and to ensure that it
is used, stored and disposed of safely.
If you see something out of the ordinary, such as a spill, seek the advice of the
client prior to handling any hazardous material. Contact the client and your
supervisor immediately when confronting a hazardous material situation and alert
anyone who might be impacted by that hazardous material in the immediate area.
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Can You Help Create a Safe Work Environment?
While the safety of the equipment, materials and work processes all impact
you, the client’s employees and other people, the nature of the working
environment is also a major factor. Examples of environmental factors to be
controlled to improve safety can include
• buildings and fixtures
• air quality
• temperature
• lighting
Remember to ask
• noise
the clients what
• electrical fittings
they consider
• clear access to work areas and exits
hazardous.
• floor surfaces
• emergency equipment
• first aid kits
• conditions of stairways.
Regular inspections of these elements of the client’s work place are necessary
to ensure that they do not pose a health or safety risk. To reduce the risks to
health and safety in the client’s business, it is necessary to follow a few
simple steps. Costs are generally very low, but benefits to the client’s business
and its operators, workers and customers can be enormous.
Information
It is not sufficient for a client’s business to rely on its own risk experience, as
this may be too limited. Industry-wide information is important to review.
Additional sources of information may be found in
• business, industry and trade associations
• work place health-and-safety agencies at the community, state and federal level
• plant or equipment manufacturers and suppliers
• material safety data sheets
• suppliers of materials and substances.
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Analysis
Once armed with the available hazard information about the client’s type of
business, look for the hazards during the course of your patrol. What could
prove a risk to you, or others in the client’s work place? Don’t forget to ask
the clients what they consider hazardous.
When you report a hazard, the client will identify the equipment or situation
that may prove to be a risk. They will consider that risk according to possible
severity in terms of life, suffering and dollar cost by analyzing the following:
• past accident and loss information
• maximum potential for loss
• likelihood of reoccurrence
• number of people at risk.
Control
Know your post and post orders. Be aware of hazards and hazardous
materials. Have emergency numbers accessible to contact your supervisor, the
client and emergency responders. Once the hazards have been identified on
your report, and the risks assessed, your supervisor could recommend control
measures that may be used to reduce the risk of injury. There are a number of
ways to control risks, and our recommendations might include
• eliminating the hazard
• reducing the hazard source
• removing or reducing the extent of people’s exposure of to the hazard
• supplying and using Personal Protective Equipment.
What You Should Inspect During Your Patrol
As a security officer, you should have a goal of promoting industry standards
for safety to prevent people from being injured or becoming ill as a result of
activities at the client’s work place. During the patrol of the client’s work
place, identify potential hazards and associated risks that could cause injury.
Decide what you can recommend to remove or minimize these risks. While
on patrol, observe and report on the following general hazard areas:
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• manual handling procedures
• hazardous substances
• plant machinery
• noise
• work-place environment.
Are Your Clients Prepared for Safe Manual Handling?
Your part in
helping maintain a
Manual handling includes lifting, carrying, lowering, pushing, moving,
holding or restraining any object, as well as working in the same position or
holding the same posture for long periods, particularly when bending or
reaching is involved. To identify what manual handling exists in the client’s
work place, you can
safe, healthy work
place minimizes
• Observe the various job duties.
risk.
• Walk through the work site and record manual handling activities.
As a security officer, you should be aware that there are risks of injury
involved with manual handling. These activities can lead to strains, sprains
and serious long-term injuries to various parts of the body including backs,
shoulders, arms and hands.
What can you do during your patrol? To monitor work-place manual handling
in a healthy and safe way, you can use a risk management process. Through
this process you can
• Identify what manual handling exists in the work place.
• Assess the risk of injury.
• Recommend measures to your supervisor that may reduce or eliminate
the risks.
Assessing the Risks
After identifying the manual handling tasks at the client’s work place, you can
then assess the risk of injury from these activities with your supervisor, and
your supervisor with the client. Risk can be judged by looking at
• the duration and frequency of manual handling tasks
• the likelihood of an incident happening because of manual handling
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• the number of people who are involved in manual handling
• the seriousness of the injury or illness should an incident occur.
The risk of injury is increased when the frequency, force or length of time
required for manual handling activities is increased. For example, moving
heavy objects by repeatedly bending, twisting or overreaching can increase
the risk of injury.
The risk of injury also increases if a person holds the same position or posture
for long periods. For example, a person who works standing in the same
position without changing posture may experience swelling of the legs,
muscle fatigue, sore feet and lower back pain.
Working heights that are too low requires workers to bend over, causing stress
to their backs and necks. If the work height is too high workers have to use
their arms and shoulders in awkward positions.
How Your Client Can Reduce the Risk
Methods your supervisor or a specialist might recommend to reduce or
eliminate the risks associated with manual handling in the client’s
work place include
• Using mechanical handling equipment where possible.
• Varying the task or having rest periods where repetitive tasks are carried
out for long periods.
• Using adjustable working heights for benches or platforms so the majority of
tasks carried out by standing workers are at waist height and within reach.
• Changing the client’s work place layout so twisting movements are kept to
a minimum.
• Ensuring workers new to the work place, or returning from an extended
absence, are not required to perform prolonged repetitive movements.
• Incorporating an in-house work preparation program, such as an exercise
program, to suit workers’ tasks. The effective use of such a program would
require expert advice.
In relation to risk management, an inspector or your supervisor could make
the client aware not just of the immediate risks but also of the long-term risks
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that can result from repeated exposure to some hazards. For example, a
worker may develop a back injury after 10 years of manual handling activity
without ever having suffered a specific incident.
Is the Client’s Machinery and Equipment Safe?
As a security officer, it is helpful if you are aware of the risks of injury
associated with work-place machinery and equipment. Injuries that can result
from the use of or exposure to machinery and equipment include lacerations,
amputations, fractures, crush injuries and bruising.
What Can Be Done?
It helps to know
the risks of injury
associated with
The client wants to be sure the machinery and equipment are suitable for the
work being done, that they are being used properly and safely, and that any
modifications have not created risks to people’s health and safety. While you
are not a trained safety inspector, if you see something unusual you should
report it. A risk management process during your patrol can assist the client in
developing strategies to use machinery and equipment in a safe and healthy
manner. If you report something unusual, the client can check industry
standards to
the equipment.
• Identify what machinery and equipment is used in the client’s work place.
• Assess the risk of injury to workers and others.
• Recommend measures that reduce or eliminate the risks.
Assessing the Risks
To the extent appropriate and reasonable, after you have identified the
machinery and equipment in the client’s work place, you should observe the
equipment and determine if anything appears out of the ordinary. Ways in
which injury can happen through the use of, or exposure to, machinery and
equipment include
• being struck by machinery, equipment or their by-products
• being caught between moving parts
• being bumped by another person or object while operating machinery
or equipment.
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Risks to Be Considered
In addition, when possible and appropriate, assess the number of people who
are at risk either from operating machinery, equipment or being exposed to its
operation, and consider
• the likelihood of an incident happening
• the seriousness of the injury or illness should an incident happen.
Does the Client’s Work Place Have a Noise Hazard?
The risks of injury involved with work-place noise can often be controlled.
Excessive noise can result in permanent hearing loss. It can also create other
problems such as stress leading to tiredness, irritability and headache. It can
cause dizziness, raise blood pressure and increase the heart rate. Noise
increases the risk of accidents by disguising sounds of approaching danger or
warnings, and affecting balance, concentration and communication
among people.
What Can You Do?
To find out if noise is a problem, look for the following conditions during
your patrol:
• Is it necessary to raise your voice to be heard by others who are less than
a few feet away?
• Are noise levels as loud or louder than heavy city traffic?
• Do any employees complain of ringing in the ears, dull hearing, headache,
and lack of concentration or irritability during or after work?
• Do long-term employees appear to have difficulty hearing?
• Have any employees been diagnosed with noise-induced hearing loss or
ringing in the ears?
If you answered “yes” to any of these questions, noise may be a problem at
the client’s work place.
How You Can Reduce the Risk
To reduce or eliminate the risk of noise-induced hearing loss, your supervisor
or an industry specialist to the client might recommend
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• Operating the client’s machinery and equipment or constructing the work
place, machinery or equipment so noise exposure is as low as possible.
• Using devices that will reduce noise, such as mufflers or specially designed
mats under motors.
• Separating noisy equipment from employees by enclosing it, for instance, in
a soundproofed area. It may be possible to move noisy elements such as
pumps, fans and air compressors that service the machinery away from the
main machine and the employees and visitors.
• Carrying out regular maintenance on machinery and equipment.
• Rearranging work practices so personnel spend a limited time in a noisy
A security officer
can help control
the risks of injury
at the client’s site.
environment.
• Ensuring compliance with OSHA regulations concerning noise levels,
methods of protection from excessive noise and training on hearing conservation.
Controlling the Work Place Environment
A PGS security officer can, as a result of his or her normal patrol, help control
the risks of injury where they work. The client’s work environment can affect
you, the clients and customers. All people should be protected from the
client’s work-place risks.
Given the range of risks that can be associated with the work environment,
injuries can differ. For instance, slips, trips and falls can result in sprains or
fractures, while extremes of temperature can result in heat stress or
hypothermia.
In the discussion on hazard areas, the term “work environment” is very broad
and includes
• floor surfaces, buildings and fixtures, air quality, temperature, lighting and
electrical fittings in the client’s work-place
• general housekeeping at the work place, such as making sure that aisles and
exits are not obstructed
• an emergency plan so that people can respond quickly and effectively to any
incident that happens in the work place
• other work environment issues like infectious diseases, violence, sun
exposure, shift work, confined spaces and working at heights, etc.
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Assessing the Risks
In assessing the risks associated with the work environment, the following
could be considered:
• the number of people at risk
• the likelihood of an incident happening
• the seriousness of the injury or illness should an incident happen.
How the Risk Can Be Reduced
After discovery of a risk during your patrol, you may recommend to
your supervisor:
• replacing the material with a less hazardous one, (example: wearing shoes
with nonskid soles when working on slippery flooring)
• redesigning the individual work place layout to reduce manual handling risks
• isolating, closing-off or guarding (example: keeping the hazard and people
apart by shutting a door on a noisy, confined space)
• adjusting the time and conditions of the client’s exposure to the risk
(example: rotating tasks so you do not spend too long in hot or
cold conditions)
• using Personal Protective Equipment when other ways of controlling risks
cannot be used (example: bringing appropriate clothing when you are going
to be working in a freezer).
The risk-reduction measures outlined above are only examples. Examine the
client’s work place during your patrol, and recommend to your supervisor any
risk reduction measures that are suitable to the work being conducted.
Personal Protection
Once you’ve been trained, you should know how and when to use Personal
Protective Equipment (PPE) and, if applicable, how to care for it. It is your
responsibility to follow your client’s instructions about work-place health and
safety issues. If you have any questions, ask your supervisor.
What Should You Do?
If you use PPE provided by a client, you have an obligation to act responsibly.
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Specifically, you should
• Follow the client’s and/or employer’s instructions given to ensure health
and safety.
• Not willfully or recklessly interfere with or misuse anything provided by an
employer to ensure health and safety.
• Use PPE as you’ve been trained to do.
• Use common sense.
You should be given training in equipment and the proper care for any PPE
that you are required to use. Much of this training is required by OSHA
and/or state and local regulations.
Good
housekeeping
is important for
maintaining a
Types of Personal Protective Equipment
Head protection. Protective headwear should be worn whenever you are in
SAFETY HELMET areas and/or in any place where you risk a hit on
the head.
safe work
place.
Eye and face protection. Many jobs — grinding, drilling, chipping, welding
and handling dangerous substances — require PPE for your eyes and face.
Ideally, eye-wash stations should also be provided, and you should know
their locations.
Ear protection. When the noise level is high, your hearing is in danger. Wear
earmuffs or earplugs when grinding or using other high-noise machines. Don’t
share ear protection gear with other workers.
Respiratory protection. To protect your lungs where there is a risk from
harmful dust, fumes, vapors or gases, you will need the right equipment with
the right filters for the particular job. Don’t share breathing protection
equipment with other workers or you risk infection.
Hand protection. Various types of gloves are available to protect hands from
injury.
Foot protection. Safety footwear can protect feet from some hazards at work.
Footwear should be suitable for the job.
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Clothing. The clothes you wear should be appropriate for the job you are
doing. Loose or torn clothing might catch in machinery or on other items.
Examples of other PPE devices:
• A safety harness or lifeline can protect you from the risks of falling, and can
be used to conduct a rescue if you are working in a confined space.
• High-visibility clothing, such as brightly colored fluorescent vests for day
work and reflective material on clothes for night work, can help to make you
more visible to traffic.
• Life jackets and other rescue materials can provide protection against
drowning when working in or near water.
• Showers for hazardous spills or splashes on workers.
Safe Housekeeping and Work-Place Sanitation
Good housekeeping is important for maintaining a safe work place. Each
security officer is responsible for maintaining his or her work area in a clean
and sanitary condition. All materials should be properly stored.
Are the Client’s Work Place and Equipment Clean?
As a PGS security officer, one of your goals is to minimize the risks of injury
and disease associated with a client’s work-place cleanliness. Injuries
including lacerations and cuts, can result from the use of or exposure to
machinery and equipment. In an unsanitary work place, the risk of subsequent
infection, leading to disease, increases dramatically.
You may be able to help make the client’s work place safe by meeting your
obligations in
• ensuring your own health and safety and that of others at the work place
• using Personal Protective Equipment in accordance with training instructions
• following instructions given to ensure health and safety
• not willfully or recklessly interfering with or misusing anything provided by
the client to ensure health and safety.
The client may have measures in place to ensure your health and safety. You
should use these safety measures. They could save a life!
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What You Can Do During Your Patrol
Ideally, the work place, machinery and equipment are clean; tools and
supplies are being used properly; and situations have been avoided that cause
risks to people’s health and safety. A housekeeping risk review process during
your patrol can assist your supervisor in recommending strategies to the client
for using buildings, machinery and equipment in a safe and healthy manner.
Assessing the Risks
Having identified the housekeeping and sanitation problems in the client’s
work place, you need to assess any associated risk of injury or disease. Here
are a few problem areas to review:
You need to
access any risk of
injury or disease.
1. All floors and walkways should be clear of tripping hazards. Marked aisles
should be kept clear of obstructions.
2. All floors, decks and working surfaces should be maintained in non-slippery
condition by removing spills as soon as possible. Any non-slip material should
be inspected on a regular basis for wear.
3. Trash should be placed in proper receptacles, and not thrown on the floor or
ground. For example: needles, body waste, tissue or fluids should be placed in
a red receptacle for biohazard disposal.
4. A waste receptacle that is in good condition and appropriate for the type of
waste material should be available.
5. All machinery should be cleaned regularly and kept free of shavings, excess
oil and pieces of stock.
6. Oily waste, rags or other flammable materials should be stored in the proper
metal receptacles.
7. Materials should not be stored where they block access to fixed ladders, exits,
stairways, electrical switch boxes, and fire fighting or other rescue equipment.
8. Hand tools should be neatly stored in a designated place.
9. Food or beverages should not be consumed in any area exposed to toxic
materials or infectious agents.
10.Shields and guards should be provided on grinders, air compressors and other
belt-driven equipment in accordance with applicable regulations. If you
observe, during your patrols, any machines with missing or improperly
functioning guards or shields, report the information to your supervisor
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immediately. The machines should probably not be operated and the client
should be notified.
11. Reasonable space should be provided for each security officer to work safely
with adequate flooring.
12. Ample lighting for the work to be performed should be provided.
13. Any person working in a shop area should wear steel toe or shoes deemed
appropriate by the client.
14. All air, hydraulic lines and electrical cords should be maintained in good
condition. They should be kept off the floor and away from water, heat sources
or sources that might puncture them.
15. Adequate fresh airflow should be provided in the work area.
16. Proper safety procedures should be provided for use of all power tools
and equipment.
17. During inclement weather, personnel should be aware of the hazards associated
with wet floors.
Report any problem or deficiency you observe on your patrol to your
supervisor. Your supervisor or an industry specialist can assist the client to
manage health and safety risks by
• Reporting hazards. A hazard is anything with the potential to cause injury
or disease.
• Suggesting ways to eliminate or control risks associated with hazards. A risk
is the likelihood of a hazard resulting in an injury or disease and the seriousness of that injury or disease.
How Your Client Can Reduce the Risk
Methods to reduce or eliminate the risks associated with sanitation and
housekeeping include
• making sure that the clients dispose of used items in an appropriate container
• making sure you, the clients and at-risk visitors, wear appropriate protective
equipment when exposure to unsanitary or hazardous conditions is unavoidable
• carrying out cleaning and maintenance as needed.
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7
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Focus on the steps your client can take in the work place to reduce risks of
injury and disease from poor housekeeping and unclean machinery or
equipment. The risk-reduction measures outlined above are only examples.
The client’s work place should be examined during your regular patrol and
recommendations made to your supervisor so the client can develop risk
reduction measures that are suitable to the work being conducted.
The client’s
workplace should
be examined
during your
regular patrol.
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Congratulations on completing
the Second Star book!
When you are ready to take the Second Star exam
please contact your Area Point of Contact or
Supervisor.
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90
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