Title Page
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Audit Title
NIGHT AUDIT
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Client / Site
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Conducted on
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Prepared by
Night Audit
Night audit findings
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Centre secured with accordance to lock-down procedures.
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Centre Lock-down findings
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Guards activities at time of inspection
After hours quality assurance
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Guard inspected
Appearance and dress
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Jacket
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Shirt
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Tie
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Shoes/Boots
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Dark socks
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Belt (correct colour)
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Identification / Licence displayed correctly
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Equipment worn correctly
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Neatly shaven (Males)
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Hair neat and tidy
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Minimal jewellery
Equipment
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Keys
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Radios (signed and maintained)
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Mobile phone
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Torches (maintained and signed)
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Vehicle (checklist completed)
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Log books maintained
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CCTV operating effectively
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Access control system working
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PPE (On site and accounted for)
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Notebook and pen
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Other site equipment - specify
Protocols
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Guard room clean and tidy
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Procedure manual onsite
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Procedure sign off present
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Equipment register current
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Incident report filed correctly
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Hazard reports filed correctly
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Guard files in place and up to date
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Mobile phone usage forms maintained
Business Managers KPI Checklist
Business Managers KPI Checklist
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Date and Time of check
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Guards name
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Uniform checked (note issues)
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Notebook checked (Note issues)
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MP5 carried
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Code card
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Hot alerts card
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Use of force card
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Bookmarks
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Youth cards
Policy knowledge
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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
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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
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USE OF FORCE POLICY
- Always use minimal force required
- Release if violent and no danger to others -
USE OF FORCE POLICY
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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
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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>
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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
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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
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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
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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
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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>
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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)
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JUVENILE POLICY (General)
- Show respect
- Be firm but understanding
- Hand out youth cards -
JUVENILE POLICY (General)
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FEMALE JUVENILES
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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. -
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
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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
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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
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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
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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
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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
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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
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TRANSGENDER POLICY
- Knowledge of Transgender Policy demonstrated.
- Complaints directed to CMO
- Guard understands definition of Transgender -
TRANSGENDER POLICY
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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
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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
COMMENTS AND FEEDBACK
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Guard to sign
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Testing manager to sign