ASSIGNMENT INSTRUCTIONS

ASSIGNMENT CODE:

CLIENT NAME:

ADDRESS:

POST CODE:

TELEPHONE:

TYPE & DESCRIPTION OF SITE:

TYPE OF ASSIGNMENT:

RETAIL

DATE OF ISSUE:

DATE OF NEXT REVIEW:

CONFIDENTIAL DOCUMENT

OFFICIAL COPIES ISSUED TO:

COPY ONE (1) - CONTROL ROOM – TSS

COPY TWO (2) - ASSIGNMENT – SECURITY OFFICER(S)

COPY THREE (3) - CLIENT

All Security Officers allocated to this Assignment must read and comply

with the requirements specified within these Assignment Instructions together with all Company Rules, Procedural requirements and Employee Handbook.

The Security Officers must sign the relevant record to confirm that they have read, understood and will comply with the Instructions.

ASSIGNMENT INSTRUCTIONS INDEX

SECTION 1 - Assignment Details

1.1 Store Times and Manning Levels.

1.2 Uniform.

1.3 Violence at Work Policy.

1.4 Health and Safety Policy, Risk Assessment and Store Risk Survey.

1.5 Customer Site Policies.

1.6 Forms, Registers and Books Authorised and agreed for use on this Assignment

1.7 Security and Safety Equipment on Site.

1.8 Booking On/Off Duty, Lone Worker Procedures and Meal Breaks.

SECTION 2 - Daily Duties

2.1 Access Control. 2.1.1 Access Control – Staff.

2.1.2 Access Control – Contractors/Visitors.

2.1.3 Access Control – Customers.

2.1.4 Access Control – Restricted Areas.

2.1.5 Access Control – Deliveries.

2.2 Monitoring. 2.2.1 CCTV

2.2.1.1 CCTV Operation where a PSS CCTV Licence is required

2.2.1.2 CCTV Operation without a PSS CCTV Licence

2.2.2 Alarms.

2.2.2.1 Fire Alarm

2.2.2.2 Intruder Alarm

2.3Car Park Duties.

2.4 Incident / Accident Reporting.

2.5 Duties Guide.

2.6 My Job Transforming Guarding

SECTION 3 - Patrols

3.1Patrol Timings, Number of Patrols (Internal & External).

SECTION 4 - Emergency Procedures and Emergency Numbers

4.1In the Event of a Fire.

4.2In the Event of a Bomb Threat.

4.3In the Event of a Flood.

4.4Intruder on Site.

4.5Injury to TSS Personnel.

4.6Any other type of Emergency

4.7Nearest Hospital to the Site

SECTION 5 – Acknowledgement, Amendment Records and Approval Signatures

5.1 Security Officer Acknowledgement

5.2 Authorised Amendments

5.3 Approval of Assignment Instruction

SECTION 1 - ASSIGNMENT DETAILS

1.1Store Times and Manning Levels.

Store times are shown below:

Day

Open

Close

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Manning levels as agreed with the client are shown below:

Day

Number of Security Officers

Post 1:

Start / Finish times

Post 2 :

Start / Finish times

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

The above schedule may alter if the client’s requirements change.

1.2 Uniform.

The style of the uniform is agreed with the client and will be worn according to this agreement. The issued uniform is the responsibility of each Security Officer and must be kept clean and tidy at all times – as per Company Handbook and Terms and Conditions of Employment etc.

If your uniform is damaged or just needs replacing through wear and tear you must contact your Manager/Supervisor, for replacement clothing. Whilst on duty your uniform dress will be as follows:

(Blue) Blazer - (Blue)Trousers - (Blue) Jumper - (White) Shirt - Black shoes - (Blue) Tie (Logo) - TSS Epaulettes - TSS ID Card - SIA Licence or LDN

N.B – YOUR SIA LICENCE MUST BE ON DISPLAY AT ALL TIMES WHILST ON DUTY

1.3 Violence at Work Policy.

TSS (Total Security Services) Ltd has a legal duty under The Health & Safety at Work Act 1974 to ensure; so far as is reasonably practical, the health, safety and welfare at work of our employees. The Health and Safety Executive definition of work-related violence is - any incident in which a person is abused, threatened or assaulted in circumstances relating to their work. This means:

Physical Violence – including kicking, spitting, hitting or pushing, as well as more extreme violence with weapons;

Verbal Abuse – including shouting, swearing or insults, racial or sexual abuse;

Threats and Intimidation

All work-related violence, both verbal and physical, has serious consequences for employees and for the business. The role of the Security Officer requires them to deal with the public which may put them at risk from violence. If you believe that there may an occasion of violence you should always seek support/witness. If you suspect potential assault or experience actual violence, you must back off immediately. Remember that CCTV can be used to identify persons who have used violence or threats of violence.

All sites/stores are risk assessed to identify hazards by a member of the TSS Team. Assessments of the risks to employees aimed at the specific sector of retail have been developed. The effective management for health and safety will be achieved by:

Policy – Organising - Planning - Implementation - Monitoring – Auditing - Reviewing

The risks covered should, where appropriate, include the need to protect our employees from exposure to reasonably foreseeable violence. Therefore, we provide, so far as is reasonably practical:

1.A safe system of work;

2.Risk assessed work premises;

3.A safe and healthy environment;

4.Ensuring that the policy is monitored in the workplace;

5.Adequate training, instruction, information and supervision;

6.All necessary information relating to Health & Safety is provided;

TSS (Total Security Services) Ltd encourages their employees to inform and consult with the Management Team within good time on matters relating to the Health & Safety of all staff. The policy will be subject to any changes that may comply with current and future legislation including further training. If at any time you are unsure of the correct procedures, please call Control – 020-****-****

Both TSS (Total Security Services) Ltd and our employees have an interest in reducing violence at work. Employees have a duty of care to take care of themselves and others who may be affected by their acts or omissions at work. Employees are encouraged to report incidents promptly and fully, the procedure is:

Notify a member of Store Management, who will need to complete an incident report – forward a copy to Control;

Liaise with a member of Store Management to ensure any incident is reported to the local Police Service or Safer Neighbourhood Team;

Contact the Control Room who will complete an incident report and notify the relevant TSS Manager;

Collate witness statements – forward a copy to Control;

Obtain CCTV footage where possible – pass onto a TSS Manager;

We strongly request employees to notify the Control Room within 24 hours of any incident, we in turn must contact the Health & Safety Executive if the incident is reportable, in line with current legislation.

Post Incident Support

Providing support to someone who has been involved in a traumatic incident is vitally important. Our Health & Safety Department is always on hand to help support employees as they recover – Telephone 020-****-****

It is our firm intention to enforce appropriate measures to control and monitor violent risks against members of our staff. TSS (Total Security Services) Ltd has a zero-tolerance policy and takes any assault, verbal abuse or threatening behaviour towards its staff very seriously and will support employees who have been a victim of crime.

1.4 Health and Safety Policy, Risk Assessment and Store Risk Survey.

HEALTH AND SAFETY GENERAL POLICY STATEMENT

We at TSS (Total Security Services) Ltd are committed to ensuring the health and safety of our staff, customers, clients and anyone affected by our business activities. Our managers and supervisory staff are informed of their responsibilities to ensure they take all reasonable precautions, to ensure the safety, health and welfare of those that are likely to be affected by our undertakings.

TSS (Total Security Services) Ltd recognises so far as is reasonably practicable the duty to ensure the following:

To provide and maintain a safe place of work, safe systems of work, safe equipment and a healthy and safe working environment;

To prevent injury or ill health;

To ensure that hazards are identified by way of regular risk assessments and identifying ways to control the hazards;

To provide information, instruction, training and supervision as is necessary to ensure employees and others are assured of a safe and healthy working environment;

Promoting the awareness of health and safety and encouraging health and safety best practice throughout our organisation;

To ensure we are taking the appropriate protective and preventative measures;

To ensure that we have access to competent advice and are able to secure compliance with our statutory duties;

Ensuring measurable Health and Safety objectives are established, monitored and met

Conducting Management Reviews - to determine the effectiveness of our overall Occupational Health and Safety Management System, and to bring about continual improvements through applicable corrective actions where necessary.

TSS (Total Security Services) Ltd shall comply with the Health and Safety at Work etc. Act 1974, BS OHSAS 18001, HSQS101, Approved Codes of Practice and any other applicable health and safety legislation so as to ensure we maintain a safe and healthy working environment.

In order that we can achieve our objectives, and ensure our employees recognise their duties under Health and Safety legislation whilst at work, we will ensure that we inform them of their duty to take reasonable care of themselves and others that may be affected by their activities. We ensure our employees are informed of their obligations to ensure they co-operate with management and adhere with TSS (Total Security Services) Ltd safety rules which are provided within the Health and Safety Handbook.

This policy applies to those working at all levels and grades, including senior managers, officers, directors, employees, consultants, contractors, trainees, homeworkers, part-time and fixed-term employees, casual and agency staff and volunteers (collectively referred to as staff in this policy).

This policy will be made available to all interested parties upon request.

It is the responsibility of TSS (Total Security Services) Ltd and to ensure all Health and Safety requirements are adhere to at all times. Each Security Officer is likewise responsible for his/her own safety and the safety of others who work with them.

It is the Security Officer’s duty to report any breaches or hazards, which may cause injury, possible hazards to personnel working on site, to his Manager/Supervisor. Hazards significant to the duties of a Security Officer have been identified as follows:

Assignment Risk Assessment:

Hazard

Who is at harm

Current Controls

Pre Risk Score

Further action necessary

Post Risk Score

Violence

and threatening behaviour

Unpredictable behaviour

of

shoplifters

and

customers

Verbal and Racial Abuse

Security Officers

Security Officers receive appropriate training, information and instruction to be competent in dealing with violence and threatening behaviour.

Conflict Management Training includes:

Avoiding Conflict and Reducing Personal Risk.

Defusing Conflict.

Resolving and Learning from Conflict.

Application of Communication Skills and Conflict Management.

There is always a member of store staff to assist when required.

Customer Service training for dealing face-to-face with members of the public.

Should any situation need further assistance the Security Officer can request the emergency services be contacted (this will normally be completed by the control room).

Violence at Work Policy & Guidance.

High

(4x3)

If you cannot verbally defuse a situation and you suspect a possible assault, you must back off immediately and summon additional help – it is safer to let an aggressive suspect leave as your safety and the safety of others around you always comes first

Suspects must not be approached unless a member of store staff acts as a witness – Safety in Numbers. If no partner or colleague is available to approach the suspect with you – do not approach on your own

Suspects must only be stopped after A.S.C.O.N.E. has been fully observed;

Prior to approaching a suspect, you must alert CCTV operators in order to have the actions monitored / recorded (if possible);

Suspects must only be approached from the side, never from the front. A gap of 3 feet should be created in order to provide a safe distance to be able to react to any assault;

Suspects must not be followed out of the store;

Suspects must not be touched or grabbed;

Reasonable force must only be exercised if attacked by a suspect and you are unable to move away;

Avoid confrontational issues with members of the public in Blind Spot areas.

The same caution when dealing with a shoplifter must always be applied when dealing with members of the public who are behaving in an un-orderly manner such as – groups of youths;

Never chase suspects who run from the store; ask for the CCTV, dial 101 and report the matter to the police

Notify a member of Store Management, who will need to complete an incident report – forward a copy to Control;

Liaise with a member of Store Management to ensure any incident is reported to the local Police Service or Safer Neighbourhood Team. E.G Townlink or other initiates to reduce anti-social behaviour or support crime reduction;

Contact the Control Room who will complete an incident report and notify the relevant TSS Manager;

Collate witness statements – forward a copy to Control;

Obtain CCTV footage where possible – pass onto a TSS Manager;

Refresher training provided by a TSS Manager can also reduce risk of violence.

Medium

(4x2)

Hazards

Who is at harm

Current Controls

Pre Risk

Score

Further Action necessary

Post

Risk

Score

Slips, Trips and Falls

All Persons

Good housekeeping standards maintained.

Floors cleaned regularly.

Store well lit.

Officers are familiar with the store layout.

Medium

(3x2)

Never chase shoplifters who run from the Store.

Daily inspections of Shop Floor to ensure high standards are maintained.

Reporting spillages to Store colleagues and ensure action is taken to clean area and wet floor signage is put down.

Report damage to Store Management and record the details in the DOB

Use the handrails when using the stairs.

Sensible footwear must be worn while on duty.

Low

(3x1)

Fire

All Persons

Fire evacuation procedures clearly displayed throughout

No smoking policy in place.

No build-up of waste.

Low

(4x1)

Ensure the fire alarm is maintained by installer

Twice yearly evacuation drills are undertaken and recorded.

Low

(4x1)

Faulty Equipment (CCTV/Radio)

All Persons

All portable equipment is PAT tested by the client.

Knowledge of CCTV and Blind Spots in store.

Medium (3x2)

Report any faults or damage to Store Management and record details in the DOB.

Do not attempt to repair equipment yourself, report it.

Low

(3x1)

Manual Handling

Security Officers

Officers are not permitted to get involved in any manual handling operation under any circumstances

Low

(1x3)

All Security Officers are trained in proper manual handling techniques as part of their SIA license qualification

Low

(1x2)

Electricity

All Persons

All portable equipment is PAT tested by the client

Switch off and unplug electrical equipment before cleaning it

Low

(1x3)

Do not attempt to repair equipment yourself, report it.

Visual inspection of equipment prior to use

Report any defective equipment

Work on electrical equipment should only be done by a competent person

Low (1x3)

Display Screen Equipment – (Continual use over 1 hour)

Security Officers

Annual DSE Assessments, if applicable

Regular visual checks of cable and equipment when used

Low

(1x1)

Regular rest breaks from DSE works

Worn or loose cables reported to Site Management

Low

(1x1)

Lone Working

N/A

N/A

N/A

N/A

N/A

Risk Assessor: Andre Crous

Issue Date: July 2019

Review Date: July 2020

Store Risk Survey

The following information is gathered to help establish and highlight any potential risks that may possibly influence behaviour in this store.

ENVIRONMENTAL

YES

NO

COMMENTS

Is there evidence of crime, criminal damage/vandalism, severe graffiti in the area of the store

Are there any Drug Rehabilitation/Needle Exchange Centres within the area of the store

Note – Talk to the police about any particular or persistent troublemakers in the area

Are there any Night Clubs/Pubs/Fast Food outlets within the area of the store

Note – customers who are intoxicated can increase the risk of aggression and violence

Are there any Large Scale Football/Sports Grounds within the area of the store

Note – Crowds of people, particularly under the influence of alcohol, can lead to aggression

Are there any Schools/Colleges/Universities within the area of the store

Are there any Prisons/Young Offends Institutes/Refugee Centres within the area of the store

Note – Talk to the police about any particular or persistent troublemakers in the area

Is the community that surrounds the store good or bad for crime prevention

Note – Talk to the police about any particular or persistent troublemakers in the area and possibly arrange visits to give more specific advice

Are there any empty houses/boarded up shops in the area of the store

Is there a staffed police station, neighbourhood watch scheme or townlink radio scheme within the area of the store

Note – partnership with local police/ townlink scheme could be effective in sharing information and reducing aggression and violent conduct through their presence

Is the store located on or within the vicinity of a housing estate

Retail Shopping Park

Note – stores in highly populated area may attract larger groups of youths

SECURITY

YES

NO

COMMENTS

Does the store have a CCTV system in operation

Note – work with store management to identify any Blind Spots or vulnerable areas

If yes to above – are there any areas not covered by the system (blind spots)

Note – avoid conflict with customers in blind spot area of the store. Speak to store management regarding layout and how to help reduce the risk of violence

Are there any additional security measures in store (panic buttons/smoke screens) – If activated, follow store management instructions

Note – Panic Buttons are operated by store staff

Note – The results of this Survey should be cross referenced to the Health & Safety Risk Assessment and the Violence at Work Policy & Guidance detailed within this document.

1.5 Customer Site Policies.

have the following policies reference eating, drinking and smoking, or other activities, which must be adhered to at all times whilst on duty:

1. Smoking, Eating and Drinking - is not permitted on the shop floor. Security Officers are permitted to use the Staff Restroom/Canteen for eating and drinking and smoking is only permitted in designated areas (refer to Store Management).

2. Personal Belongings - Lockers are allocated on a first come first served basis. If you are not allocated one, and you have any item with you which you wish to be stored safely, you must inform Management who will make arrangements for this.

3. Shopping in Store - Security Officers must follow Store Guidelines in respect to shopping in the store. If you wish to bring goods, which are similar to those stocked by, a member of the Store Management team must sign them in as soon as they are brought onto the premises

4. Car Parking - Whilst at work you must not use the car parks provided for customers unless you have received specific authorisation from the Store Management.

5. Entrances and Exits - You may only enter and leave the Store by the authorised entrances and exits. Store Management will inform you where these are.

1.6 Forms, Registers and Books Authorised for use on this Assignment.

The following Documentation has been authorised and agreed for use on this Assignment. If any additional guidance is needed for the completion and retention of these records, then this should be provided on initial induction of personnel onto this site.

As these documents form part of the records of a Security Officers performance they must be completed correctly and shall be required to be retained for records purposes for the stipulated periods. If you make an error in any of these records do not use tippex or scribble it out, just put one straight line through it and initial the error at either end.

Form, Register or Logbook

Document Owner

When & How Used

Site Logbook (D.O.B.)

TSS

Daily

Monthly Return Form

TSS

Monthly

Bomb Threat Checklist

As and when needed

Case Sheet

As and when needed

Witness Statement (MG11)

As and when needed

Visitors Book

As and when needed

1.7 Security and Safety Equipment made available on this Assignment.

T.S.S. (Total Security Services) Ltd and may have supplied certain facilities and items of equipment to ensure the welfare and safety of assigned Security Officers and to enable the assigned Security Team to provide the applicable service to the customer.

Security Officers are not permitted to bring any personal electrical equipment, pepper spray, stab vest or unauthorised body camera onto site unless it has been authorised by a member of TSS Management and Management.

All equipment supplied as listed below, must be well looked after and any loss or faults reported to the relevant Manager/Supervisor or Representative for repair or replacement.

Security Equipment

Location

TSS Supplied

Customer

Supplied

Safety Equipment

Required

TSS Supplied

Customer

Supplied

Hi-Visibility Coat

Hard Hat

Ear Defenders

Safety Shoes

1.8 Booking On/Off, Check Call Requirements and Breaks.

Booking On/Off - All assigned personnel shall report to their assignment in ample time. They must book on for duty using the TSS My Work App and signing the Daily Occurrence Book on site. Security Officer’s must also report to the Store Management.

Lone Worker

Applicable -

Not Applicable -

– If applicable to this assignment, you must ensure:

Welfare calls (Check Calls) are made to the TSS Control Room at HOURLY intervals from the time of booking on to booking off duty;

Communication devices (mobile telephone, radio) are carried at all times when working alone or out of visible contact with any person who may still be working on the assignment;

If furnished with, lifts must not be used when alone on site;

If faced with a violent/confrontational situation, you should refer to the Risk Assessment as detailed on pages 6 and 7 of this document.

Breaks - are to be taken at the pre-arranged and agreed times (subject to local conditions each day) but must not interfere with the routine of the site security. Whilst taking your breaks you must do so with in the confines of the customer’s policies for eating, drinking and smoking.

You are not allowed to leave the site during your break. If your duty requires another Security Officer to cover you while you have your break, then you must wait until your relief officer arrives before you can start your break.

SECTION 2 – Daily Duties

2.1 Access Control

2.1.1 Access Control for Staff.

Before Opening –

During Opening –

After Closing –

2.1.2Access Control for Contractors/Visitors.

Before Opening –

During Opening –

After Closing –

All Contractors and Visitors are required to report to the Duty Manager where they will be requested to sign-in.

2.1.3Access Control for Customers.

2.1.4Access Control for Restricted Areas (and Identification of any restricted or no-go areas).

2.1.5Access Control for Deliveries

Before Opening –

During Opening –

After Closing –

2.2 Monitoring.

2.2.1C.C.T.V

Please indicate which one of the following statements reflects the service to be delivered on this site in relation to CCTV monitoring:

1.CCTV Operation where a PSS CCTV Licence is required

2.CCTV Operation without a PSS CCTV Licence

All sites that require SG/DS or PSS-CCTV Licensed personnel to monitor CCTV Systems must have a CCTV/DPA Code of Practice issued to the site where such monitoring is being performed.

If the site requires a PSS-CCTV Licensed Security Officer, the site will be issued with a separate stand-alone copy of the CCTV code of practice.

All officers on the site are to read the CCTV code of practice and sign that they fully understand the DPA requirements related to this type of work and understand and will comply with them.

The premises are covered by a CCTV system which is situated at Managers Office.

2.2.1.1 CCTV Operation where a PSS CCTV Licence is required

The CCTV System in operation on this site is owned, managed and operated by the client and is monitored by our personnel from TSS (Total Security Services) Ltd, strictly in line with the agreements reached with them; and as further identified below.

This CCTV system is being monitored by our personnel for the purpose of not only protecting the premises, property and personnel from intrusion and/or theft and damage; but also for:

(i) Monitoring or tracking the activities of a specific member of the public in a public or private place;

(ii) Using the cameras to focus on the activities of a particular individual either by

controlling or directing cameras at the individual’s activities;

(iii) Identifying an individual

Furthermore, this CCTV system is used:

(iv) to protect the premises from civil riot or disorder and/or to protect any individual from violence or assault

As a result of this usage all personnel who are required to monitor this system require to be properly trained in CCTV Monitoring and to hold and display their SIA PSS-CCTV Licenses.

Non PSS-CCTV Licensed personnel are not permitted to view the images that are produced from this system either in real time or later (i.e. they are not permitted to review and/or download any images from this system).

Should a third party (e.g. the Police or others) make a request for images to be downloaded from this system then they are to be directed to the above named client’s CCTV Data Controller or their delegate who is the only authorised person to deal with any such request.

TSS (Total Security Services) Ltd is not permitted to review, download and/or issue copies of any images from this system unless authorised to do so by the above named client’s representative and in the event that such authorisation is given in writing our personnel must retain such written authorisations and always record and date all such actions and issues and obtain the signatures of all personnel to whom such copies have been provided. Separate authority is required for each and every instance. You are not allowed to record or take still images on your personal device of suspects or incidents.

Should any further copies of such downloads be authorised to be kept by the client’s representative then all such copies shall be held in secure facilities that are only available to appropriately authorised personnel.

They shall not be kept for longer than is absolutely necessary (in line with DPA requirements), and should eventually be securely destroyed in a manner that would wholly prevent their further review and examination; and such destruction shall be recorded, signed and dated on an appropriate record form.

In the event that the customer or any other party issues any materials/media on which such downloads can be transferred to (i.e. tapes, DVD’s, CD’s etc.) then the supply and use of all such materials shall be registered, recorded and controlled from the moment of supply to their eventual signed handover to an authorised third party; or until their secure destruction – including the recording of any spoilt tapes or discs.

The PSS-CCTV Licensed personnel assigned to monitoring this CCTV System are not permitted to download or photograph images from this system for their own use or for distribution and are not permitted to maintain a library or ‘rogues gallery’ of such images on any media.

They are, however permitted to receive and view images released by the Police or other local authority as part of any authorised and legal business-watch or shop-watch scheme or as part of any “banning orders” – but all such images are required to be maintained securely in a binder or other such secure container that is made available only to those PSS-CCTV Licensed personnel; and are only permitted to be kept for the limited time period specific by that scheme (again in line with DPA requirements).

They are thereafter, to be securely destroyed. Records shall be maintained of all such destruction of these images.

The Data Controller for this site is:

2.2.1.2 CCTV Operation without a PSS CCTV Licence

The CCTV Scheme/System in operation on this site is owned, managed and operated by the client and is monitored by our personnel from TSS (Total Security Services) Ltd, strictly in line with the agreements reached with them; and as further identified below.

The use of this CCTV system that is being monitored by our security personnel (as agreed with the above-named client) is strictly limited to:

(i) The protection of the premises, property and personnel on this site against non-permitted or unlawful intrusion, and from

(ii) Theft or damage;

and is not permitted to be monitored or used for any other purpose whatsoever.

Use in this way permits this CCTV equipment to be monitored by our security personnel who are

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