Westfield Security Guard - Weekly Audit

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POLICY AND PROCEDURE

What are the 7 crime control processes? 1. Obtain Accurate and Complete Reports of Incidents, 2. Analyze Reports, 3. Purchase & Maintain Camera Equipment, 4. Train Staff on Each Shift, 5. Provide Images of Offenders for Staff to Carry, 6. Assure Sufficient Security Staff are on the Floor & 7. Liaison with the Local Police.
When speaking with youth what factors should you keep in mind? Provide them with additional leniency, if they are involved in minor incidents Ensure their safety and well being Attempt to have a third person present during all interactions Where possible, keep all interactions under CCTV Remove them from the immediate vicinity of violent, aggressive or offensive people Do not leave detained youth alone or in the custody of any member of the public
What tools do we have to deal with youth? (Youth Card - It's all about Respect)
If someone began shooting in the mall, what would you do? (2 most important things: Get People to Safety & Get Information to Police)
Are you able to leave site to follow a POI? (Yes - If you have permission from the RSM or Duty Manager)
What's the difference between a Minor Retailer Theft and a Major Retailer Theft? (Minor Theft = $50-$150 theft or if the offender has stolen under $50 and either has been arrested/known) (Major Theft = $150+)
Can you run through the shopping Centre? (During Trade - You can NOT run through the centre as it puts others at risk) (After Hours - You CAN run if it is safe to do so)
Where is the Security Risk Management Plan located?
What information is in the Security Risk Management Plan?
What does SAFER and POPS mean? S = Step Back, A = Assess the Situation, F = Find Help, E = Evaluate your Options, R = Respond P = Person, O = Objects, P = Place, S = Situation
Is breast feeding permitted in Westfield? (All mother's are allowed to breast feed wherever they want unless they are in a dangerous area Eg. Loading Dock)
You receive a question from the Media, what do you do? Inform them that unfortunately you can't comment but you will get someone who can (if unavailable, take down their name, company, number & deadline) Centre Manager is the only person on site who can talk to the media
When do we call police for a lost child? After 10mins of the child being missing
What is the Patrol Times expected by Security for Entries, BOH Corridors, Car Parks, Critical Infrastructure, Loading Docks & Toilets? Entries = 30mins, Toilets = 20mins, BOH Corridors = 4hrs, Critical Infrastructure = 4hrs, Docks = 2hrs & Car Parks = 2hrs
What areas of the Centre do Security need to pay more attention to? Bus Interchange Area (after school), ELP & Food Court Areas.
What do the following codes mean for MP5's? E = Excluded, W = Wanted, S = Suspicious, A = Assualt, B&E = Break & Enter, SFP = Steal from Person, SFR = Steal from Retailer, SFMV = Steal from Motor Vehicle, SNR = Stealing Non Retail, MD = Malicious Damage, CCF = Credit Card Fraud, G = Graffiti, O = Other, Highlighted Red = Violent/Dangerous.
What are some treatments put in place to help reduce Antisocial Behaviour in the Centre? Work with police to identify the people involved, banning notices, additional Patrols, additional CCTV, etc…
What are some treatments put in place to help reduce Malicious Damage in the toilets & BOH? Increased frequency of patrols, installed Portable camera in stairwells, identify peak times of damage, installed anti scratchitti film on mirrors, etc..

PRESENTATION & EQUIPMENT STANDARDS

Shirt is ironed, tie is tight, name badge worn
Shoes clean and wearing black socks
Notebook is neat & tidy
All appropriate equipment is worn correctly and all proactive cards are carried? (Radio, MP5 player, Youth cards, Bookmarks, Use of Force Cards, Emergency Card, Radio Codes, etc...)

RISK

If you see a hot chip spill on the ground, what do you do? (Call for a cleaner and wait there until they arrive or clean it up yourself. Do not leave it there. Other option would be to kick it to the side while you go and get a serviette to pick it up, however, make sure there's no left over residue)
What details do you need to obtain of a victim of a public liability incident? (All personal details including: full name, address, contact number, DOB, physical description, footwear and description of clothing so we can find them on CCTV)
What time frame does a public liability incident need to be entered on the system by? (The report should be entered either immediately after the incident or by the end of your shift, unless other arrangements have been made)
What is the max height a delivery trolley can be when in the centre? (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)
Are retailers allowed to use ladders in the malls when working on their shop front windows during trade? (No, these works should be completed outside of the core trading hours)

RADIO PROTOCOLS

CODE BLACK = Personal Threat
CODE BLUE = Medical Emergency
CODE GREY = Missing Person
CODE ORANGE = Evacuation
CODE PURPLE = Bomb Threat
CODE RED = Fire/Smoke
CODE SILVER = Cash Escort
CODE YELLOW = Internal Emergency
CODE BROWN = External Emergency
CODE GREEN = Crime In Process
CODE WHITE = Past Crime
How do you make a radio call a priority? (Use the word "ALPHA" after calling the code colour. Eg. Code Blue Alpha)
How many times do you repeat a code name if it is urgently? (Twice)

INCIDENT EMERGENCY MANAGEMENT

Where are the locations of the emergency trolleys /trauma tent?
What equipment is on the cleaners trolleys? (Emergency Vests & Caution Tape)
What is a EOC? and where are they located? (Emergency Operation Centre & Each site has 3 locations. Primary, Secondary & Tertiary)
Where are the evacuation points for Site?
In a emergency situation, what uniform items should be worn? (Emergency Vest & Warden Hat)
TRUE or FALSE, in a major emergency everyone should switch to channel 1?
Where is the IEMP Folder and Go Kit located?

FIRST AID

Where are the first aid kits located?
Where are the AED's located?
Who at Site is able to use a AED? (Anyone)
Who can take the AED to the required location? (Anyone)
If a member of the public asks to use the AED, What would you do? (Give it to them & assist where possible)

CUSTOMER SERVICE

If someone has locked their keys in their car. What would your response be?
A customer comes to you and informs you their car has a flat battery, can we help?
How do you deal with lost propery?
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?

SCENARIOS

You see a banned offender in the mall, what do you do? (Approach the offender, remind him/her that they are banned and then ask them to leave the centre)
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? (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..)
You see a group of bikies outside the Food Court (internal) and they are having an argument. You can see they are wearing different colours and are from different bikie clubs. The argument is becoming more heated and they are now pushing each other and 1 x male hits another while there are children and mothers with prams around. It's turned into a violent brawl and customers are looking to you. What do you do? Call for assistance to help clear the area, Call police, do NOT approach them and continue to make sure the area is safe for everyone else (if safe to do so).
You get called by Coles and are informed that a male wearing a black Adidas hooded jumper with a red hat has just stolen some meat and walked out of the store. While on your way to take the report, you see a male matching the description but he doesnt seem to have any goods on him. What do you do? (Follow the suspect and take down as many details as possible, eg. location, any CCTV they walk past, entry/exit used, etc..)
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? (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)

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Westfield Security Guard - Weekly Audit

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POLICY AND PROCEDURE

PRESENTATION & EQUIPMENT STANDARDS

RISK

RADIO PROTOCOLS

INCIDENT EMERGENCY MANAGEMENT

FIRST AID

CUSTOMER SERVICE

SCENARIOS

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Westfield Security Guard - Weekly Audit

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Go digital today!

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POLICY AND PROCEDURE

PRESENTATION & EQUIPMENT STANDARDS

RISK

RADIO PROTOCOLS

INCIDENT EMERGENCY MANAGEMENT

FIRST AID

CUSTOMER SERVICE

SCENARIOS

SIGN OFF COMPLETED

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