Night Audit

• Audit Title

NIGHT AUDIT

• Client / Site

• Conducted on

  Date

• Prepared by

Night audit findings

• Centre secured with accordance to lock-down procedures.

  Secured

  Unsecured

• Centre Lock-down findings

• Guards activities at time of inspection

After hours quality assurance

• Guard inspected

Appearance and dress

• Jacket

  Compliant

  Non Compliant

  Not Applicable

• Shirt

  Compliant

  Non Compliant

  Not Applicable

• Tie

  Compliant

  Non Compliant

  Not Applicable

• Shoes/Boots

  Compliant

  Non Compliant

  Not Applicable

• Dark socks

  Compliant

  Non Compliant

  Not Applicable

• Belt (correct colour)

  Compliant

  Non Compliant

  Not Applicable

• Identification / Licence displayed correctly

  Compliant

  Non Compliant

  Not Applicable

• Equipment worn correctly

  Compliant

  Non Compliant

  Not Applicable

• Neatly shaven (Males)

  Compliant

  Non Compliant

  Not Applicable

• Hair neat and tidy

  Compliant

  Non Compliant

  Not Applicable

• Minimal jewellery

  Compliant

  Non Compliant

  Not Applicable

Equipment

• Keys

  Compliant

  Non Compliant

  Not Applicable

• Radios (signed and maintained)

  Compliant

  Non Compliant

  Not Applicable

• Mobile phone

  Compliant

  Non Compliant

  Not Applicable

• Torches (maintained and signed)

  Compliant

  Non Compliant

  Not Applicable

• Vehicle (checklist completed)

  Compliant

  Non Compliant

  Not Applicable

• Log books maintained

  Compliant

  Non Compliant

  Not Applicable

• CCTV operating effectively

  Compliant

  Non Compliant

  Not Applicable

• Access control system working

  Compliant

  Non Compliant

  Not Applicable

• PPE (On site and accounted for)

  Compliant

  Non Compliant

  Not Applicable

• Notebook and pen

  Compliant

  Non Compliant

  Not Applicable

• Other site equipment - specify

  Compliant

  Non Compliant

  Not Applicable

Protocols

• Guard room clean and tidy

  Compliant

  Non Compliant

  Not Applicable

• Procedure manual onsite

  Compliant

  Non Compliant

  Not Applicable

• Procedure sign off present

  Compliant

  Non Compliant

  Not Applicable

• Equipment register current

  Compliant

  Non Compliant

  Not Applicable

• Incident report filed correctly

  Compliant

  Non Compliant

  Not Applicable

• Hazard reports filed correctly

  Compliant

  Non Compliant

  Not Applicable

• Guard files in place and up to date

  Compliant

  Non Compliant

  Not Applicable

• Mobile phone usage forms maintained

  Compliant

  Non Compliant

  Not Applicable

Business Managers KPI Checklist

• Date and Time of check

  Date

• Guards name

• Uniform checked (note issues)

  Yes

  No

• Notebook checked (Note issues)

  Yes

  No

• MP5 carried

  Yes

  No

• Code card

  Yes

  No

• Hot alerts card

  Yes

  No

• Use of force card

  Yes

  No

• Bookmarks

  Yes

  No

• Youth cards

  Yes

  No

Policy knowledge

• MISSING PERSON POLICY
  
  
  
  - Code grey
  
  - Use the PA system with parents / guardian consent
  
  - If lost call police after 10 minutes
  
  - If found call Police after 15 minutes
  
  - Where to search (Last known location, favourite stores and restrooms)

• MISSING PERSON POLICY

  Competent

  Training Required

• BREAST FEEDING AND RELIGIOUS ACTIVITY POLICY
  
  
  
  - Customers can breast feed or pray where ever they feel comfortable except in cases OH&S concern, in these particular cases you advise the customer it's not safe for them to be there and do not mention about the activity.
  
  - If a complaint is received to is to be passed to Centre Management. DO NOT DIRECT TO STOP
  
  - Breast feeding verbiage known
  
  VERBIAGE: Westfield supports the right for a mother to breast feed where she feels comfortable.

• BREAST FEEDING AND RELIGIOUS ACTIVITY POLICY

  Competent

  Training Required

• Q: You are patrolling level 1 where you notice a woman breast feeding and her husband 1 meter away from her praying to Mecca in the mall. Is this ok? A: Yes this is fine as long as there is no OH&S risk to people are free to breast feed and pray in the centre.

• USE OF FORCE POLICY
  
  
  
  - Always use minimal force required
  
  - Release if violent and no danger to others

• USE OF FORCE POLICY

  Competent

  Training Required

• POWERS OF ARREST POLICY
  
  
  
  - LEPRA: LAW ENFORCEMENT (POWERS AND RESPONSIBILITIES) ACT 2002 Section 100
  
  - Arrest permitted if offence was witnessed and POI doesn't leave line of sight and if it is safe to do so.
  
  - What are the alternatives of arrest? Details, CCTV

• POWERS OF ARREST POLICY

  Competent

  Training Required

• SHOPLIFTING POLICY
  
  
  
  - Offence must be seen by arresting officer and shown clear sign of leaving without paying
  
  - If offence in tenant area have the tenant make the arrest and remain to prevent breach of peace

• SHOPLIFTING POLICY <br><br>

  Competent

  Training Required

• CUSTOMER SERVICE POLICY
  
  
  
  - Be approachable, consider internal and external customers
  
  - Understand telephone protocols. E.g.. "Welcome to Westfield this is john how can I help you..... Is there anything else I can help you with? Have a lovely day
  
  Wait for the customer to hang up.
  
  - provide assistance wherever possible, if you don't know the answer for the customer try to find out for them.
  
  - We are able to assist customers to their vehicles with trolleys and try to assist people looking at directory boards
  
  - ALWAYS SMILE!!!

• CUSTOMER SERVICE POLICY

  Competent

  Training Required

• EXCLUSION NOTICES POLICY
  
  
  
  - Who can issue bans
  
  - Centre specific particulars ( Boundaries, transport access )
  
  - What are the lengths if bans and where can you find the information
  
  - If POI refuses to sign the ban, does it still apply?
  
  - Guard understands what needs to be provided to POI when the ban is issued. E.g.. Boundaries, reason, length etc.

• EXCLUSION NOTICES POLICY

  Competent

  Training Required

• PHOTOGRAPHY WITHIN WESTFIELD
  
  
  
  - Video and stills are permitted
  
  - Video and still are not permitted if they are annoying, endangering, threatening Westfield property e.g.. Stores, critical areas, staff members.
  
  - Approach and question if they have permission, check with CM, if not ask to stop filming.
  
  - Can't physically stop them, call in CM or Police at last resort

• PHOTOGRAPHY WITHIN WESTFIELD

  Competent

  Training Required

• NO CHASE AND LEAVING WESTFIELD PROPERTY
  
  
  
  - Never run through the centre unless it is closed, safe to do so or Life is in danger.
  
  - Do not leave Westfield property unless you have permission from DM.

• NO CHASE AND LEAVING WESTFIELD PROPERTY

  Competent

  Training Required

• BAG / BODY SEARCH POLICY
  
  
  
  - Never place hands inside the bag
  
  - Always request POI to remove items
  
  - Not enforceable
  
  - What are your alternatives? E.g.. Keep bag and POI at opposite ends on the room.

• BAG / BODY SEARCH POLICY<br><br>

  Competent

  Training Required

• Q. How do you conduct a pat down search and what circumstances need to be present for this to occur? A. Conduct a "Pat Down" search if the person is suspected of carrying a woe pan and the security office fears for his/her safety. However officers will not "Pat Down" the buttocks, the area near the genitals, near the breasts of a female or inside the leg above the knee.

• CONFLICT MANAGEMENT POLICY (MAYBO)
  
  
  
  - Non threatening
  
  - Understanding
  
  - Gather all details on all people involved and advise to contact appropriate recourses
  
  
  
  SAFER
  
  Step back
  
  Asses the situation
  
  Find help
  
  Evaluate your options
  
  Respond to the incident
  
  
  
  POPS
  
  Person
  
  Object
  
  Place
  
  Situation

• CONFLICT MANAGEMENT POLICY (MAYBO)

  Competent

  Training Required

• Q. You are patrolling the roof top and you see a man standing on the edge, it is a Saturday and you have 1 DM, 7 cleaners and 4 guards. You are the most senior guard onsite, explain what you would do? A. Get someone to call 000. Inform the DM of the situation and then a tempt to speak with the, also get the upper and lower areas taped off far enough away preferably out of line of sight (tape is located inside all fire cupboards and cleaners trolleys). Whilst you are communicating with the person the DM will take charge of the incident.

• JUVENILE POLICY (General)
  
  
  
  - Show respect
  
  - Be firm but understanding
  
  - Hand out youth cards

• JUVENILE POLICY (General)

  Competent

  Training Required

• FEMALE JUVENILES
  
  
  
  - Ensure that a female representative is present at all times.
  
  If not security guard call a cleaner, centre management. If no one is available always stay under CCTV.
  
  - Never allow yourself and the young person to be in a situation of being isolated together.

• FEMALE JUVENILES

  Competent

  Training Required

• Q. What would you do if the Alert tones were going off in the mall right now right now? A. 1. Attend fire control room and turn the key to manual 2. Check the location and send security and or maintenance to investigate 3. Make PA announcements (Script provided in FCR)and Escort fire brigade to the location

• QUESTIONING JUVENILES
  
  
  
  - Every attempt must be made to immediately contact the parent/guardian or Police.
  
  - Parent/guardian or Police must always be present before questioning a juvenile.

• QUESTIONING JUVENILES

  Competent

  Training Required

• MAJOR CATEGORIES OF CRIME AT WESTFIELD
  
  
  
  SNR - Steal non retail
  
  SFR - Steal from retail (Major and Minor)
  
  F - Fraud
  
  UTB - Unruly threatening behaviour
  
  SUS - Suspicious person or act
  
  G - Graffiti
  
  MD - Malicious damage
  
  
  
  - 7 steps of the crime control process
  
  - 4 tier warning to arrest steps
  
  

• MAJOR CATEGORIES OF CRIME AT WESTFIELD

  Competent

  Training Required

• Q. What are the 7 steps of the crime control process? A. 1. Accurate reporting 2. Use of digital cameras & MP5 3. Train staff on CCTV 4. Provide images in mp5s 5. Ensure guards are on the floor 6. Liaison with Police 7. Train staff on policies and procedures

• 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

  Competent

  Training Required

• 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.

• 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

  Competent

  Training Required

• 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?

• 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

  Competent

  Training Required

• 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

  Competent

  Training Required

• 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 I will get Centre Manager to call you back.

• 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

  Competent

  Training Required

• 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

  Competent

  Training Required

• 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. Treat the complaint as serious and do not advise the customer there is nothing we can do. If the he 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

  Competent

  Training Required

• 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

  Competent

  Training Required

• Q. You are called to a First Aid incident and are advised that a man has collapsed on the escalator, 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

COMMENTS AND FEEDBACK

• Guard to sign

  Sign

• Testing manager to sign

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