Information
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Document No.
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Audit Title
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Security Officer Name
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Conducted on
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Prepared by
POLICY AND PROCEDURE
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If someone began shooting in the mall, what would you do?<br>(2 most important things: Get People to Safety & Get Information to Police)
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Are you able to leave site to follow a POI?<br>(Yes - If you have permission from the RSM or Duty Manager)
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What's the difference between a Minor Retailer Theft and a Major Retailer Theft?<br>(Minor Theft = $50-$150 theft or if the offender has stolen under $50 and either has been arrested/known)<br>(Major Theft = $150+)
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Can you run through the shopping Centre?<br>(During Trade - You can NOT run through the centre as it puts others at risk)<br>(After Hours - You CAN run if it is safe to do so)
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What does SAFER and POPS mean?<br>S = Step Back, A = Assess the Situation, F = Find Help, E = Evaluate your Options, R = Respond<br>P = Person, O = Objects, P = Place, S = Situation
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Is breast feeding permitted in Westfield?<br>(All mother's are allowed to breast feed wherever they want unless they are in a dangerous area Eg. Loading Dock)
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You receive a question from the Media, what do you do?<br>Inform them that unfortunately you can't comment but you will get someone who can (if unavailable, take down their name, company, number & deadline)<br>Centre Manager is the only person on site who can talk to the media<br>
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When do we call police for a lost child?<br>After 10mins from when we the search begins
RISK
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What is the max height a delivery trolley can be when in the centre?<br>(It should not be above eye level of the person pushing the trolley, the need to be able to see where they are going as customers have been injured. Security should also speak to any delivery driver who has stock stacked up dangerously and ask them to stop what they are doing)
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Are retailers allowed to use ladders in the malls when working on their shop front windows during trade?<br>(No, these works should be completed outside of the core trading hours)
RADIO PROTOCOLS
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CODE BLACK = Personal Threat
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CODE BLUE = Medical Emergency
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CODE ORANGE = Evacuation
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CODE PURPLE = Bomb Threat
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How do you make a radio call a priority?<br>(Use the word "ALPHA" after calling the code colour. Eg. Code Blue Alpha)
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How many times do you repeat a code name if it is urgently?<br>(Twice)
INCIDENT EMERGENCY MANAGEMENT
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Where are the locations of the emergency trolleys /trauma tent?<br><br>Fire Control Room & CSD2 Mobility Room
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What equipment is on the cleaners trolleys? <br><br>(Warden Hats, Emergency Vests & Caution Tape)
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Where are the evacuation points for Site?<br>Extremities of all of the Car Parks
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In a emergency situation, what uniform items should be worn?<br>(Emergency Vest & Warden Hat)
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TRUE or FALSE, in a major emergency everyone should switch to channel 1?<br>TRUE
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How many evacuation zones are there at the Centre There are 10 zones in total. 6 on Level 1 & 3 on Level 2 & 1 on Level 3
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FIRST AID
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Where are the AED's located?<br>CM Office, CSD1, CSD2 & Woolworths Mall near seating area
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If a member of the public asks to use the AED, What would you do?<br>(Give it to them & assist where possible)
CUSTOMER SERVICE
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If someone has locked their keys in their car. What would your response be?
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If a customer comes to you and says they cannot find their car, what processes would you undertake to re-unite the customer with their car?<br>Find out what entry they drove in, which shop they first saw, did they drive up a ramp, etc....
SCENARIOS
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A customer reports to you that they can't find their purse/wallet, what do you do?<br>Check the lost property log, find out where they last used it, did they take money out from an ATM, notify security and tell the customer that we will check the CCTV to determine if is lost or stolen.
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A customer comes to you and informs you their car has a flat battery, can we help?<br>YES, we would inform them that we have a Jump Start Kit in the Security Office and in the Car Park office<br>There is also a waiver that needs to be signed by the customer before using it.
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You see a banned offender in the mall, what do you do?<br>(Approach the offender, remind him/her that they are banned and then ask them to leave the centre)
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A retailer approaches you and tells you that a female just put 2 x pairs of sunglasses in her bag and she is still in the store. She asks you to come and arrest her. What do you do?<br>(Tell the retailer that you can't arrest her but you can assist her with making the arrest. You can only arrest a person if you have finds committing (eg. You physically see it happen) and you should also inform her that the customer could have put the glasses back while she left the store to talk to me. You can still talk to the female and simply ask her if she has forgotten to pay for anything in her possession, etc..)
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Concierge call you to tell you that there's a male kneeling on a rug just outside one of the entries and he's praying. Customers keeping stopping and watching him but he's not in the way, 3 x customers have made complaints. What do you do?<br>(You should deal with the complainants and inform them that he's allowed to do it as he's not harming or disturbing anyone, he'll be finished within a few minutes and will move on so there's no need to approach. You only approach if they are causing a safety issue, eg. Blocking an entry or in a dangerous area)
SIGN OFF COMPLETED
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Take photo of guard
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Signature of Person Conducting the Audit:
