Security Audit Form V3

• Location

• Area

• Date and Time

  Date

• Auditor 1

• Auditor 2 Name (if attending)

Customer Service KPI SEC M7

• Security Officer Approachable and Courteous on Initial Contact<br><br>The CTSO:<br>Facilitating a court user<br>• Greeted the user.<br>• Listened to what the user asked and checked for understanding.<br>• Asked ‘How can I help you?’ and then listened.<br>• Made eye contact when greeting the user.<br>• Listened and acknowledged what was said.<br>• Offered assistance.<br>• Explained any instructions clearly and politely.

  Pass

  Fail

• Security Officer Knowledgeable and Able to Deal with Enquiry<br><br>The CTSO:<br>Directional Information<br>• Was able to clearly indicate the direction to go / physically guided user to the location.<br>• Knew where First Aid was located and was able to summon help.<br>• Pointed out any trip hazards or slippery surfaces.<br>• Knew where step-free access was for users.<br>Access core services<br>• Was able to direct to the information desk / reception.<br>• Knew where the fire panel was located.<br>• Knew where the lift control panel was located.<br>• Knew where the alarm system panel was located.<br>• Was able to direct to the building champion / contact them for help.<br>Reporting issues<br>• Listened to enquiry, any concerns raised were logged in to CAFM via the Heldesk.<br>• Escalated any serious concern to his/her line manager.<br>Facilitating a court user<br>• Greeted the user with ‘Hello’<br>• Made eye contact when greeting the user.<br>• Listened and acknowledged what was said.<br>• Offered assistance.<br>• Explained any instructions clearly and politely.

  Pass

  Fail

• No Complaints related to M7 & M8 KPI's within the previous four weeks from date of audit

  Pass

  Fail

• Please provide date of last complaint recorded

  Date

• Enter Complaint Task ID

Presentation KPI SEC M8

• Security Officer in Correct Uniform

  Pass

  Fail

• Security Officer Uniform in Good Condition

  Pass

  Fail

• Security Officer Personally Presentable

  Pass

  Fail

Accreditation & Licences KPI SEC M8

• If "fail" - Refer to HMCTS FM SMT

• SIA Licence on Display

  Pass

  Fail

• Licence Correct for Task (CCTV (if applicable), Door Supervisor / Manned Guarding)

  Pass

  Fail

• CTSOs Identifiable

  Pass

  Fail

Completion

• General Observations

• Auditor 1 Signature:

  Sign

• Auditor 2 Signature (if attending):

  Sign