Checklist

Quality Assurance Check

Westfield Kotara Quality Assurance Checklist

Guards activities at time of inspection

Quality Assurance

Guard inspected

Appearance and dress

Jacket

Shirt

Tie

Shoes/Boots

Dark socks

Belt (correct colour)

Identification / Licence displayed correctly

Equipment worn correctly

Neatly shaven (Males)

Hair neat and tidy

Minimal jewellery

Equipment

Keys

Radios (signed and maintained)

Notebook and pen

Business Managers KPI Checklist

Date and Time of check

Guards name

Uniform checked (note issues)

Notebook checked (Note issues)

MP5 carried

Code card

Hot alerts card

Use of force card

Bookmarks

Youth cards

Policy knowledge

GENERIC RESPONSE - RED FOLDER

- Bomb search zone understood
- Generic response known
- Location of Critical Infrastructure, Gas and Water shut offs
- Location and knowledge of the Red Folder
- TTRP known and understood, What happens in High Alert

GENERIC RESPONSE - RED FOLDER

Q. What do you do if you see a protest forming in the centre?

A. Generic response (Protest). Ascertain if it is Political / Violent / Religious? SITREP CMO, Guard not to approach without DM. Any contact made between DM and group leader needs to be filmed/recorded (guard can do this if requested).

LOCKED IN VEHICLE POLICY

- Policy demonstrated (VIVIDLY)
- Knowledge and location of 'Break Glass Kit' known
- This policy only applies to any person locking in a vehicle and is not to be used for unlocking a vehicle.

LOCKED IN VEHICLE POLICY

Q. A distressed mother approaches you and reports that her 3 month old baby is locked in her car on the rooftop, it is a 35 degree day and the car is parked in direct sunlight. What do you do?

A. Break glass procedure should be followed, ensure DM is contacted. Where is break glass kit? Explain the procedure? Contact police and NRMA first and if unable to attend in timely manner then follow procedure and break glass. If owner of vehicle/parent is present ensure they sign a waiver indemnifying Westfield of responsibility for damage.

POLITICAL CANDIDATE VISIT POLICY

- Policy known and understood
- Role of security in candidate visit is VIVIDLY demonstrated in Westfield policy.
- Guard knows where this information is (Customer Service policy)

POLITICAL CANDIDATE VISIT POLICY

MEDIA HANDLING POLICY

- DO NOT RESPOND NO COMMENT
- Advise the representative that you will take their details and have the centre manager call them back.
- Never physically remove or be rude to media.

MEDIA HANDLING POLICY

Q. You are posted to the perimeter of an Explosion which has just happened in the food court, the media arrive and ask you what happened and to comment, explain to me exactly how you would respond?

A. If you give me your details, dead lines and the information you are requesting I will get Centre Manager or duty manager to call you ASAP.

SKITS POLICY

- Knowledge of policy.
- Westfield do not permit skits to be carried out unless permission has been given Westfield corporate affairs.
- Demonstrated in accordance with Westfield.
- All attempts should be made to contact DM prior to the skit commencing.

SKITS POLICY

Q. A member of the public advises you there are three men dressed in chicken suits in the food court, the three men are accompanied by a film crew and a man is holding a "Chasers" banner in the background, what do you do?

A. Generic response (Skits), contact DM immediately, stay off camera, do not approach without DM, NEVER remove or restrain.

TRANSGENDER POLICY

- Knowledge of Transgender Policy demonstrated.
- Complaints directed to CMO
- Guard understands definition of Transgender

TRANSGENDER POLICY

Q. A distressed female approaches you and informs she saw a man dressed as a woman using the female amenities, she informs you that the person entered the bathroom, used the toilet and left immediately. What should you do

A. If the customer wishes to file a complaint you should escort her to CMO or Concierge desk or call a duty manager to attend location. Treat the complaint as serious and do not advise the customer there is nothing we can do. If the POI has simply used the bathroom and left and is not acting suspiciously or posing any threat of sexual harassment than there is no reason for security to approach.

E-CIGARETTE AND NO SMOKING POLICY

- Knowledge of policy demonstrated, guard knows what an E-cigarette is
- No smoking of either electronic or normal cigarettes
- Ban exists so centre policies are consistent

E-CIGARETTE AND NO SMOKING POLICY

OFFENSIVE/OBSCENE WORDS OR IMAGES POLICY

- Knowledge of policy demonstrated
- DM to make decision on best course of action

OFFENSIVE/OBSCENE WORDS OR IMAGES POLICY

Q. You are called to a First Aid incident and are advised that a man has collapsed on the escalator, and is showing no vital signs of life; what do you do?

A. Respond immediately with First Aid kit and an AED. Be cautious of use of an AED on an escalator as metal may conduct electricity. Request another guard to bring privacy screens and if possible move the male off the escalator. Contact 000 and keep duty managers informed throughout

COMMENTS AND FEEDBACK

Questions for Audit month of December Westfield.

RANDOM ESCORTS

What is a random escort ?

On a random basis, security officers may escort concierges to the desk or car park staff to the machines or banks. They should vary the route always staying in a safe area covered by CCTV and passing the fewest blind spots and exits.

Random Escorting to Workstations: Should consist of at least 4-5 escorts per month.For Example:

- 4-5 Days in a row
- 1 day per week,weekends only
- Tuesday and Saturdays one week and Wednesday and Thursday the week after etc.

The best process is a combination of the above assuring that there is no distinguishing routine.

The Risk and Security Manager should keep a register of escorts for National Security Audit purposes..

ONSITE TERMINOLOGY

Please explain the meaning to the abbreviations below in regards to onsite terminology :

> MVD (Motor Vehicle Damage)
> B&E (Break and Enter)
> BES (Break,Enter and Steal)
> SFR (Steal from a Retailer)
> SNR (Steal from a Person)
> CCF (Credit Card Fraud)
> ASS (Assault)
>UTB (unruly Threatening Behaviour)
> POI (Person of Interest)
>BOLO (Be on the Look Out)
>Code 9 (Security Officer on Break)
>SUS (Suspicious Behaviour)

Code of Conduct - General - please run through the code of conduct for Access Group Solution Security Officers at Westfield :

*Ensure they arrive at work at least 15 minutes before their rostered shift start time to be ready to 'Hit the Floor'
*Arrive at work with a professional and clean appearance
*Ensure all uniform is cleaned and pressed
*Ensure all personal hygiene is maintained
*Ensure they act in a professional manner at all times when on the floor
*Be helpful and courteous to all customers internal and external
*Show Security Licence at all times when on duty unless covert operations
*Ensure they do not put themselves or fellow security officers in any unnecessary danger
*Ensure they adhere to Westfield Policies and Procedures at all times
*Ensure that all incidents are entered into the Incident Register before their shift ends
*Will advise if they cannot attend work at least 4HOURS before their shift is to commence

CHAIN OF COMMAND

The escalation of any matter or issue that concerns you needs to be raised with your immediate supervisor\manager or HR manager.
Under no circumstances will Senior Management be called after hours or at any other time,unless the matter is considered threatening or dangerous.

Guard to sign

Testing manager to sign

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