OBSERVE AND MONITOR PEOPLE

OBSERVE AND MONITOR PEOPLE
D1.HSS.CL4.05 Trainer welcomes students to class.

Observe and monitor people
This Unit comprises five Elements: Prepare for observation and monitoring 1 Implement observation and monitoring activities 2 Determine apprehension of offenders 3 Arrest offenders 4 Fulfil administrative responsibilities 5 Trainer advises trainees this Unit comprises five Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from employer/supervisor Trainer advises trainees that assessment for this Unit may take several forms, all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates to trainees the methods of assessment that will be applied to them for this Unit.

Prepare for observation and monitoring
Performance Criteria for this Element are: Identify areas and people who require observation & monitoring Read logs and records or previous events Prepare equipment Plan the observation and monitoring Notify relevant other staff or support services Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide. Class Activity – Discussion Trainer asks trainees questions about preparing for observation and monitoring by asking questions such as: Why is observation and monitoring of people important? Who undertakes this role/function? Why is it important to read logs/reports of previous events? What equipment might need to be prepared before observing and monitoring people?

Identify areas and people to monitor
Reasons to observe and monitor: Predict problems and issues Gather intelligence Provide a sense of safety and security (Continued) Trainer states effective observation and monitoring of people is based on proper preparation and planning explaining reasons to observe and monitor areas and people in the workplace are to: Predict problems and issues – so appropriate preventative and/or remedial action can be taken Gather intelligence: To support development of plans for, and courses of, action to address issues and problems As part of an investigation into an event or incident Provide a sense of security and safety to people in the venue – including guests, customers, staff and members of the public/visitors to the venue

Discharge ‘duty of care’ obligations Meet expectations Honour obligations Trainer continues explaining reasons to observe and monitor areas and people in the workplace are to: Help discharge duty of care obligations – these are common law obligations imposed on businesses to take protect those in the venue against foreseeable harm Meet expectations guests and customers have about the service which the venue will provide them with Honour obligations venues are required to comply with in relation to, for example: Contracts to which the business is a party Codes of practice the venue subscribes to or is bound by Public statements the venue makes about itself to instil confidence in it current and potential customers.

Areas which may need to be monitored: Internal and external areas Known trouble-spots High-traffic areas As identified by ‘assignment instructions’ Trainer identifies examples of areas which may need to be monitored: Internal and external areas of the premises – including: Driveways, footpaths and parking areas Gardens, walkways, outside entertainment and recreation areas Back-of-house and front-of-house areas Operational and support departments Vehicles Specific/known trouble-spots – such as: Crowds and high patron numbers Entertainment areas Liquor service outlets Physical bottlenecks Areas with a record/history of accidents and incidents Secluded and unlit areas High traffic areas – which frequently include; Entrance areas Foyers and lobbies Public areas within the building – especially toilets Conference and meeting rooms/areas Popular revenue points Areas and/or activities identified by individual assignment instructions – which can include: Special requests from clients for observation, monitoring and other security-related services Special events and functions Nominated activities – which have raised concern or are believed to be associated with some form of criminal or anti-social activity Situations where there is existing damage or problems with an area/the structure or facilities of the venue Areas identified by authorities as requiring extra attention.

People who may need to be monitored: VIPs and their entourage Members of the public who fit an identified profile Persons displaying certain attributes Trainer identifies examples of people who may need to be monitored: VIPs staying at or visiting the venue – including their entourage Members of the public – who: Visit the venue to use food, beverage and/or other facilities Belong to a specific target group. Most venues will publicly state they do not stereo-type customers/guests and treat everyone as an individual. The reality is many venues (based on experience and venue history) will ‘profile’ customers/guests and target people based on this profiling. As a result, some venues under certain situations will pay special/extra attention to: People of a particular gender People of a certain age Those of a certain appearance Those from given countries Customers who talk or dress in a particular way Persons who display certain attributes Extra visitors in rooms Sneak thieves Swindlers Minor accompanying (un-related) guests Suspected paedophiles -see Class Activity (below) Class Activity – Question and Answer Trainer asks students to identify examples of ‘persons who display certain attributes’. Possible answers Are under the influence of drugs or alcohol Have an aggressive or antagonistic attitude Behave in a deranged manner Are suspicious by virtue of their actions or their location Appear lost or confused Seem frightened, intimidated or otherwise distressed Are unsuitably attired – according to general principles of decency and as required by house rules Are rude, disrespectful and/or annoying to others Swear or use offensive language Are known trouble-makers Have been identified to the venue by local police/authorities Have been banned from the premises Minors accompanying (un-related) guests Suspected paedophiles

Read logs and reports You may need to share information and communicate with: Owner Managers and supervisors Other security staff Operational and support staff Nominated staff at other venues Police Complainants Victims Trainer states information and communication are vital pre-requisites for the effective observation and monitoring of people in venues identifying stakeholders in this regard may be internal or external and can include: Owner of the premises Managers and supervisors Other security staff Operational and support staff at the venue Nominated staff at other venues – many staff ‘work together’ and cooperate with each in relation to sharing information about ‘incidents’ and ‘certain people’ (trouble-makers and known offenders) Police and other authorities Complainants Victims of crime.

Read logs and reports Communication and information-sharing options:
Attending meetings and briefings Using the telephone Sending s Sharing hard-copy materials Trainer presents common communication/information sharing options: Participating in meetings and briefings – where there can be face-to-face exchanges and dissemination of information Conducting telephone hook-ups contact Forwarding/sharing hard-copy: Reports and updates Observations Photographs Video/surveillance tape or records Audio records.

Read logs and reports Before you start work:
Read relevant comms books, logs, records and reports from previous shift/s Take notes of important information contained Integrate ‘new’ information into your personal bank of existing venue knowledge Trainer explains requirements to obtain information prior to starting work: Before you start observation and monitoring work you should read any communication books, logs and records/registers maintained in the workplace. Different venues use different documents for this purpose but they are commonly paper-based and filled on by staff going off duty at the end of their shift. Reading these records/documents must be a mandatory part of preparing for work because reading these documents will: Allow you to determine the nature, scope, time and location of previous occurrences Enable you to identify individuals or groups involved, including staff and members of the public Provide descriptions of previous responses taken by the organisation and its effect. When you read these communication books/logs you should: Take notes in your notebook – for future reference Assimilate the information in the documents with your existing knowledge about people, areas, events and the venue.

Prepare equipment Items/equipment to check before starting work:
Notebook – check: Working pen/pencil Spare pages or spare notebook (Continued) Trainer states most monitoring and observation activities will require some form of equipment explaining the following items and checks which need to be made: Notebook Always carry a notebook regardless of the other equipment you take with you or use. Make sure you have: A working pen or pencil with you when you check your notebook Sufficient spare pages and/or a second notebook. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Binoculars – check: Clean lenses
Mechanisms operating as required/expected Fit for use Case provided (Continued) Trainer continues identifying items which may need to be checked before starting work: Binoculars You may use venue-supplied binoculars or you may prefer to use ones you have purchased yourself. Many options exist in relation to: Magnification Field of view Image stabilizing Night vision Size – large through compact Check lenses are clean, mechanisms work as required, the unit is suitable for the expected observation and a case is provided to protect them. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Camera and audio recording devices – check:
You know how to use it Lenses are clean Batteries charged Space on memory card – or spare card Case is provided (Continued) Trainer continues identifying items which may need to be checked before starting work: Camera You may be provided with a camera as standard equipment for all duties or just for specific assignments. Options include: The camera which exists as a feature of your cell phone A digital camera for still shots A digital movie camera. Check: You know how to operate the item – quickly and efficiently Operation of the item – to capture/record and playback/retrieve Lenses are clean Batteries are charged Suitable space exists on the memory card There is a spare memory card A case is provided. Audio-recording In limited cases there may be a need to use audio-recording equipment. This equipment may include: Standard cell phone recording features Digital voice recorders Directional microphones. Always ensure any audio you capture complies with local legislation regarding privacy and communications legislation. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Electronic surveillance equipment (CCTV) – check:
Cameras fully functional Recording equipment working properly Tests conducted to verify status (Continued) Trainer continues identifying items which may need to be checked before starting work: Electronic surveillance equipment This covers closed-circuit television cameras and monitors as well as detection equipment connected to sensors and alarms. CCTV Check: CCTV cameras are fully functional, have clear line-of-sight to target areas and are recording as required and to the standard/quality necessary Tests have been conducted on systems to verify full operational status – also check the log for the equipment to identify problems with the system/elements. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Electronic surveillance equipment (detection equipment/systems) – check: Operational status Self-diagnosis tests have been conducted If there are alarms/alerts to be investigated (Continued) Trainer continues identifying items which may need to be checked before starting work: Detection equipment/systems These are the systems (alarms, sensors and control panels) which: Identify intruders – through (for example) movement sensors, pressure pads or when contacts are made or broken Detect smoke and/or fire/heat Identify gas and/or water leaks Indicate when other systems (such as HVAC and EAS) have activated or malfunctioned. Detection equipment also includes all forms of scanners/metal detectors. Check: Operational status – the panel should be ‘normal which usually means ‘All Green’ (all lights/indicators are showing a green colour Self-diagnosis system checks have been run If there are any alerts/alarms to be investigated. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Torches/flashlights – check: Location/availability
How to operate – light/s; SOS function Batteries/how long they will last (Continued) Trainer continues identifying items which may need to be checked before starting work: Torches/flashlights Flashlights are standard equipment and are used not only at nights but also to illuminate dark areas during daylight hours. You must know: Where torches are located How to operate them How long they will last. Most security staff will use nothing but a Maglite® with many preferring the standard 4-cell ( or 5-cell or 6-cell) LED version (which can be used as a weapon), while many others opt for the more compact LED versions (such as the MagTac®) which is lighter and easier to carry/put on a duty belt. The flashlight you use should: Be powerful/strong Contain a strobe facility – which can be used to attract attention or you’re your location as an SOS function. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Also check name of First Aid provider on duty for your shift.
Prepare equipment First aid kits – check: Location/availability Kits are fully-stocked Also check name of First Aid provider on duty for your shift. (Continued) Trainer continues identifying items which may need to be checked before starting work: First aid kits Most venues will ensure at least one person with current first aid training is rostered on duty at all times. The venue will also usually provide: A comprehensive first aid kit in a central location – such as Head of Security office or manager’s office Smaller first aid kits – in security vehicles and nominated other areas (perhaps at front office, in the housekeeping department or behind bars. Check: Kits are in their correct position Kits are fully-stocked. In addition some larger venues will also have a dedicated first aid room and may have their own doctor, or nurse. These properties will have a much larger range of first aid equipment which can include: Oxygen A defibrillator. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Barriers and signage – check:
Location and availability Items are ready to use Sufficient in number (Continued) Trainer continues identifying items which may need to be checked before starting work: Signage and barriers Important security-related items also include: Warning signs ‘Do Not Cross’ and ‘Do Not Enter’ tape Witches hats. Check to see these are ready to use and stored in their allocated location. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Comms equipment is required by Security staff:
So management can communicate with staff To enable communication in event of emergency To allow staff to talk with each other So venue can communicate with patrons/guests To communicate with emergency services Trainer introduces communications equipment needing to be prepared/checked before starting work explaining communication equipment is required in relation to security: So management can communicate with security staff on an ongoing, day-to-day basis To communicate with security staff in the event of an emergency To allow security staff and management to communicate with each other So the venue can communicate with customers and guests To allow the venue to communicate with emergency authorities – such as when where there is a need to involve police, ambulance, fire or civil defence agencies).

Prepare equipment Commonly used Comms equipment: Hand-held radios
Comms set with headset Landline phones Cell phones Pagers PA systems Megaphones Trainer identifies commonly used comms equipment: Hand-held two-way radios (UHF and VHF) – which may feature lapel microphones Communication headsets with earpieces – allowing the hands to be free for other work Landline telephones – such as the internal telephony system in a venue Cell phones – provided by management Pagers – of limited use but can be used as a back-up to summon assistance or ask a security officer to check in/contact someone Public address systems – can be used to communicate generally with customers, or the systems can be used in defined areas/sections (sectors) only Megaphones – for communicating with the public where the PA system does not operate, as an alternative to the PA system or during emergencies and evacuations. Class Activity – Samples and Demonstration/Practical Trainer shows students a range of the above communication items and demonstrates how to use them, providing an opportunity for students to do the same.

Prepare equipment Checks on Comms equipment:
Freshly fully-charged batteries Sending and receiving capacity Channel check Headset and earpiece check Volume setting Trainer identifies checks to be made on comms equipment: Fresh/fully-charged batteries Operational checks to verify: Sending capability Receiving capacity Channel checks Headsets and/or earpieces Correct volume setting – as appropriate for the patrol/observation to be undertaken. Class Activity – Sample: Demonstration and Practical Trainer provides sample of items identified on slide and explains/demonstrates how to use the item also giving students an opportunity to practice same.

Prepare equipment Vehicles may also be used and therefore need to be checked – check: Operational status and safety Fuel ‘Vehicle Use’ form has been completed ‘Required items’ are in the vehicle Trainer identifies vehicles which may be used and necessary checks: Vehicles Depending on size, location and layout of the property there can be a need for security staff to use a variety of transportation options. These include: Cars Vans Motorcycles Bicycles. Check: Operational status and safety – a vehicle-specific checklist often needs to be completed and signed to verify this has been done Vehicle if fuelled Vehicle Use form has been completed Required items are present in the vehicle and suitable for use – first aid kit, spotlight, radio, flashlight. Class Activity – Handout Trainer distributes and demonstrates how to complete a Vehicle Use form.

Prepare equipment Examples of PPE: Body armor Protective shields Masks
Safety boots (Continued) Trainer identifies personal protective equipment and clothing which may need to be prepared/checked before starting work emphasising the type of PPE and clothing required will depend on the work/assignment to be undertaken: Body armour These are items worn to protect the body against bullets and knives. They can be covert (worn so they cannot be seen – so it does not alarm guests) or overt (meaning they are worn ‘obviously’) sending a message to potential aggressors you are aware of a threat and are prepared for it. Body armour is not commonly worn and most venues will not have body armour as part of their standard stock of PPE. Protective shields Protective shields provide personal protection in close contact/crowd control situations and may be used as equipment to encourage/force people to ‘move away’. Masks Masks are used to protect the face and eyes against: Physical attack Gas attack. As with external/overt body armour, wearing a mask signals preparedness and readiness to act. Safety boots It is a standard requirement all security staff wear steel-capped boots for personal protection of the feet as well as enabling a supplementary attack option. Class Activity – Presentation, Explanation, Demonstration and Practical Trainer: Presents examples of PPE as listed on slide Explains when and how items may be used Demonstrates use Provides opportunity for students to practice use of items.

Prepare equipment Head protection Safety glasses Knee pads
Clip-on neck ties (Continued) Trainer continues presenting examples of PPE: Head protection Helmets are not commonplace in venue security as they tend to alarm guests. Where planning and analysis of a situation indicates helmets are required they will usually need to be borrowed, bought or hired. Once again, wearing a helmet conveys an image of readiness, willingness and preparedness. Safety glasses These are commonly combined into head gear or masks and are used when personal attack is expected to protect the eyes. They will/should protect against acid attack. Again, wearing safety glasses can be part of the intimidation provided by a fully-equipped officer in an incident response situation. Knee pads May be worn in crowd control situations to protect the knees in the event you are pushed to the ground. As with steel-capped boots, they also provide an attack option. Neck ties Many/most uniforms for security staff do not require the wearing of neck ties. Where they are required they should always be of the clip-on type so they pull off if someone grabs them. This prevents an aggressor being able to pull you towards them when they grab your tie. Class Activity – Presentation, Explanation, Demonstration and Practical Trainer: Presents examples of PPE as listed on slide Explains when and how items may be used Demonstrates use Provides opportunity for students to practice use of items.

Prepare equipment Duty/utility belt – which can carry:
Holders for pager, flashlight and asp Pouch for handcuffs, medical & camera Holster for Comms and pistol Holders for keys, camera, knife and extra clips of ammunition OC spray carrier Trainer continues presenting examples of PPE: Duty belt Also known as utility belt this is used to carry equipment/items you require when undertaking security work/patrolling the premises. You may be supplied with this belt by the venue or you may purchase your own. The duty belt has many attachments and holsters/pouches which carry the equipment. It is your choice as to how your belt is set up (that is, exactly where on the belt you position items). A standard belt set-up for staff who are not armed may/should include: Pager holder – with pager Flashlight holder – with torch Asp/baton holder – with asp or baton Handcuff pouch – with handcuffs Comms holster – for radio Medical pouch – containing disposable gloves and CPR mask OC spray carrier – with spray Key holder – with handcuff keys and other keys as required Camera case/pouch – with camera Knife holder – with knife A duty belt for an armed officer will add a pistol and holster plus one (or two) magazine pouch to house an extra clip of ammunition. The duty belt is attached to your normal belt by a number (six to eight) belt-keepers. The duty belt does not replace the belt you use in your trousers. Class Activity – Presentation, Explanation, Demonstration and Practical Trainer: Presents examples of PPE as listed on slide Explains when and how items may be used Demonstrates use Provides opportunity for students to practice use of items.

Plan observation and monitoring
Work must be planned – this is important to: Make sure all allocated tasks are factored into the working day/shift ID and obtain resources available/to be used Place tasks in logical order/sequence (Continued) Trainer states it is standard procedure to plan the work to be done as part of observation and monitoring activities highlighting this planning stage is important in order to: Ensure all required activities/tasks are completed Identify and obtain necessary resources for the work to be done Sequence the tasks which have to be completed

Obtain relevant intelligence Clarify requirements of jobs/tasks Determine/allocate time for each job Take responsibility for personal safety Trainer continues identifying importance of planning work – that is, in order to: Seek intelligence to underpin and explain ‘assignment instructions’ – see following slides Clarify directions/instructions Allocate timeframes to identified jobs Take responsibility for your own safety.

Planning activities: Determining relevant locations and sites for work Calculating security staff number required for work to be done safely and effectively Identifying resources required (Continued) Trainer identifies and describes planning activities which may be required when preparing for observing and monitoring work: Determining where to: Situate other security staff to support and assist you Locate yourself for nominated activities Monitor patrons and staff Conduct foot patrols Calculating number of staff required – to address: General shift requirements Specific assignments Cooperation when police or external security providers are involved Identifying equipment and resources needed – to complete the assigned task, in terms of: Human resources – not only staff numbers (as identified immediately above) but also the skills, experience and expertise of required staff Physical resources – such as: PPE Comms Surveillance equipment Detection equipment

Selecting observation points/locations Identifying targets for observation and monitoring Human Physical Functions/events Trainer continues identifying and describing planning activities which may be required when preparing for observing and monitoring work: Selecting optimum sites for observation – which needs to factor in: Lines of sight Safety of others Need not to: Alarm customers/guests by your presence and/or activities Alert the target/s to your presence and role Whether covert surveillance is required The need to capture video and/or audio material Availability of support/assistance, if necessary Identifying targets for observation and monitoring – these may be: Human targets: Individuals and/or groups including VIPs Staff, customers/guests and/or members of the public Suppliers, delivery persons and/or service providers Physical targets – such as: Specified retail and/or operational locations Access and egress points Functions and/or events – such as: Weddings and celebrations/parties Meetings.

Tasks/duties you may be required to undertake: Conducting routine venue security Monitoring and observing crowds Undertaking screening activities (Continued) Trainer identifies a range of possible tasks/activities staff may be required to perform when undertaking observing and monitoring duties: Conducting routine security monitoring of the premises – these can include: Regular foot and vehicle patrols Static guard duties – providing a visible presence at an entrance or designated location Monitoring and observing crowds with a view to, as required: Directing people Controlling vehicle movement – which can include controlling parking and traffic speed Preventing access to certain areas Deterring and responding to unacceptable behaviour Assisting patrons as required Undertaking screening activities – of people and/or their property, which may involve: Operating luggage X-ray machine Policing electronic doorways/frames Using hand-held wands Inspecting and checking vehicles

Checking patron ID Controlling access to: Venue Designated areas Monitoring egress of people from the venue Trainer continues identifying a range of possible tasks/activities staff may be required to perform when undertaking observing and monitoring duties: Checking identification of people/customers – with reference to: Ensuring under-age people to not enter licensed areas Only authorised persons are on the premises Unauthorised people are not allowed into back-of-house areas Controlling access to the venue or designated areas – to: Deter unwanted people Assist guests/customers Refuse access to those who are unwanted or not entitled to be on the premises Check age and ID of people Monitoring egress of persons from the property – to: Control noise Prevent theft of assets Assist as required Respond to unacceptable behaviour.

You may also receive ‘assignment instructions’ for specific tasks as determined by management: May be in written or verbal form They are in addition to normal duties May/will require: Changes to standard day-to-day activities Integration of normal work with special assignments Other staff to undertake your normal duties while you focus on the assignment Trainer advises security staff can receive ‘assignment instructions’ noting: ‘Assignment instructions’ are instructions provided by management to staff about activities they are required to undertake. Assignment instructions are provided to staff over-and-above their normal/assigned workplace duties. Where assignment instructions are received they may/will require: Changes to your standard day-to-day activities Integration of normal work with the assignment – so the assignment is completed and normal duties are also discharged A 100% focus on the assignment – meaning other staff will have to be allocated your normal work (or it may remain uncompleted for the period). Some assignment instructions will be in writing but the majority will simply be verbal instructions.

Written assignment instructions usually provided for tasks such as: Special surveillance Investigations Escort duties (Continued) Trainer states written assignment instructions are common for situations such as: Special surveillance of an area of person Investigation into an event or incident Escort duties

In response to advice/requests from authorities Where internal risk assessment has identified a problem/threat Large events/high-traffic situations Trainer continues identifying tasks for which written assignment instructions are normally provided: Responses based on advice and/or requests from external authorities Responses to situations where risk assessment has determined there is a high probability and a substantial potential (negative) result/outcome Large events (which may be defined by numbers attending, variety of activities, range of venues being used) where specialist security action is required (such as crowd control, security checks, vehicle inspections, traffic control, liaison with authorities).

Details provided in ‘assignment instructions’: Specific requirements for the assignment Objective/s Access arrangements Timing (Continued) Trainer describes details commonly contained in ‘assignment instructions’: Any specific requirements identified by a management/guest/client/customer – in relation to the provision of service, such as: Number of staff required Skills and/or experience required Meeting points Timing issues Known or anticipated threats Threat levels Objectives for the assignment – which may be: Patrol Escort Monitor Surveillance Investigation Special access arrangements – as appropriate to the circumstances, including reporting requirements ‘on arrival’ Time on and time off – duration of assignment Class Activity – Handout Trainer distributes and discusses sample ‘assignment instructions’.

Specified work tasks to be completed as part of the job Integration of other work with ‘assignment’ requirements Resources available/to be used Management structure (reporting, control & command authority) for the assignment Documentation Trainer continues describing details commonly contained in ‘assignment instructions’: Specific work tasks which comprise the assignment – for example an assignment may be ‘Provide security for guests arriving at ASEAN symposium’ and the specific work tasks may be: Monitor vehicles on arrival and restrict vehicular access to central car park only Oversee unloading of vehicles Scan luggage of all arrivals into Ballroom Check ID of all attendees Patrol toilets, entrance foyer and Asian Room Integration of assignment-specific duties with other normal/scheduled security obligations and tasks Resources to be used to achieve the objectives – these can include requirements relating to: Human resources – by name and number Physical resources – such as barricades, scanning devices, comms, PPE, weapons Intelligence – information about the event/situation Management – detailing: Who is in charge Reporting protocols Command and control authority Documentation – involving: Issuing of relevant forms, logs, registers as appropriate to/necessary for the assignment Provision of relevant plans, routes and schedules Distribution of any paperwork needing to be completed as part of the assignment, or when the assignment has been finalised. Class Activity – Guest Speaker Trainer arranges for suitable person to attend and talk to students about: Their role in security at a venue How they prepare for work – what they do, what they read, what they check Situations they have encountered – how they identified the situation and how they responded Tips/advice for students who intend working in security at a venue.

Your work will also require you to respond to situations which you have not planned/prepared for – such as: Investigating alarms Assisting other staff Escorting people (Continued) Trainer highlights while planning/preparing for work it is essential to realise there is always the potential to be required to respond to other situations which have not been planned/prepared for, such as: Investigating alarms and system alerts/indicators Assisting other security staff – as required Escorting people

Detaining offenders Providing ‘first response’ to emergencies Acting ‘as directed by management’ Liaising/working with police Fulfilling necessary internal administrative requirements Trainer continues identifying ‘other work’ security staff may be required to undertake when observing and monitoring people/areas: Detaining offenders Providing a first response in the event of an emergency Acting as directed by management Liaising with police Completing necessary administrative responsibilities.

Notify others You need to keep others informed of your activities and location so: Others are updated about what is happening Personal safety is optimised Others can use your intelligence/input Others can give you relevant intel/information Trainer highlights why it is necessary to keep others informed of actions: Others are kept informed and updated Personal safety is optimised Support services/personnel can integrate your intel into their planning and actions Others can provide you with information.

Notify others Communication/notification may need to occur:
On arrival at work When starting work When taking a break and when returning from a break When you are ‘involved’ At scheduled times Trainer states notification/communication with others needs to occur: When you arrive at work – some managers/owners like to know you have simply arrived and are ‘in the building’ even though you have not officially started work When you set out to undertake you observation and monitoring duties – this is after you have completed your planning and preparation and when you physically leave your office or the CCC When you take a break – including the location of where you are for the break (such as a personal rest/toilet break, morning tea or lunch) period When you return to work – after the break/s mentioned immediately above When you are ‘involved’ – ‘involved’ means when you are actively engaged in a work-related activity such as: Questioning a suspect; Responding to an alarm; Making an arrest; Dealing with a situation. In many/most cases the nature of your involvement will automatically trigger assistance from other security staff. At scheduled radio check times – these times are established by the security department/supervisor: They can be same time every day/patrol They may vary with individual assignments They may require you to initiate contact – and call/check in. For example: “Control, Daniel All clear. Over” “Control this is Daniel. Radio check for Front lobby. Nothing to report, over”. Codes may be used for: Location – ‘Code 1’ = Main entry area; ‘Code 15’ = Lounge bar Situations – ‘Code 66’ = Talking with person/providing a service; ‘Code 86’ = Questioning a person’ They may be initiated by the CCC – who will call and: Ask for your status Ask for your location. Class Activity – Radio Checks Trainer demonstrates how radio checks (checking in with CCC) are done and provides opportunity for students to do the same.

Notify others You may need to notify/communicate with: Management
Owner Head of Security Other internal security staff Police Emergency services Private/external security providers Trainer identifies those with whom communication/notification may need to occur: Management – such as: Venue manager Duty manager Owner Head of Security Other internal security staff Police Emergency services Private security companies.

Notify others Notification/communication can occur in several ways:
Radio Telephone Pager Computer-based Direct, face-to-face Trainer identifies notification/communication can occur in several ways including: Radio communication Telephone Pager Computer-based contact Direct, face-to-face communication.

Summary – Element 1 When preparing for observation and monitoring:
Determine areas and/or people to be observed/monitored Identify, check and prepare surveillance and detection items, equipment and technology required Obtain necessary PPE Obtain and check required communication devices Identify and clarify required work for the shift (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 1 Analyse and clarify requirements for assignment instructions Read necessary logs, reports and registers before starting work to update personal knowledge Plan the upcoming shift – what will be done, where and when Identify other staff required to support/assist Advise relevant others regarding start of work/departure for duty Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Implement observation and monitoring activities
Performance Criteria for this Element are: Check identification cards Ensure authorised access to restricted areas Monitor entry into the premises Identify unattended items Identify banned/prohibited persons Observe people who are behaving suspiciously Respond to unlawful or suspicious incidents and people Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide. Class Activity – Discussion Trainer asks trainees questions about implementing observation & monitoring activities by asking questions such as: Why/where is there a need to check ID cards? How would you check an ID card? What would you do/say? What are banned/prohibited’ persons and how can you identify who they are? What are indicators a person is behaving suspiciously?

Check ID cards Reasons to check ID:
Verify person presenting ID is the rightful owner of the card Check age of person Prove permission to enter restricted areas Deter illegal activities (Continued) Trainer states it is a common task for many security staff is the need to check Identification cards of certain people explaining they need to be checked for the following reasons: To verify the holder of the card is actually the person shown on the card To check the age of the person – as a means of (for example) ensuring people are of legal age to enter a liquor service area, or be provided with alcohol’ To ensure only authorised persons are allowed to enter designated parts of the venue To serve as a deterrent for illegal activities and unauthorised presence to those who do not hold an ID card and do not have a valid reason for being on the premises

Check ID cards Track movement of people in the venue
Ensure compliance with legal requirements Serve as basis for verifying answers given by customers to questions you ask them Trainer continues identifying reasons to check ID cards: To track those who enter the venue and restricted areas within the business To help optimise compliance with legal obligations (relating to age) – which reduces possibility of venue being charged with an offence To serve as the basis for checking answers to questions which are asked – such as “What is your name?” “How old are you?” “What is your date of birth?” Class Activity – Exercise Trainer demonstrates how to use customer ID to ask questions of patrons and check answers given. Trainer provides opportunity for students to practice this.

Check ID cards There are several types of cards which can be used as ID cards: Government-issued ID cards Venue-issued ID cards Authority/agency ID cards Trainer states there are a variety of cards which can be used as ID cards: General government-issued cards with a photograph of the holder, such as: Identity cards Driver’s licences Passports Venue-produced/issued cards such as: Staff IDs Visitor IDs Room cards – electronic keys to guest rooms Loyalty scheme/programme membership cards Authority/agency issued cards – such as: Police ID Cards to identify inspectors from government agencies Class Activity- Handouts Trainer distributes and discusses examples of ID cards identified above.

Check ID cards You may be required to check: Staff ID cards
Visitor ID cards Supplier ID cards Patron ID cards Police ID cards/badges Trainer identifies security staff may be required to check ID of the following people: Staff ID cards – as they arrive for work and during their work as they are found in different areas throughout the venue. Many staff have only limited access to areas within the venue. For example, cooks and kitchen staff may not have clearance to accommodation areas; room attendants may not be allowed in kitchen areas. Venues usually have specific requirements staff must comply with relating to their ID cards – such as: They must carry their ID cards at all times when at work ID cards need to be worn so they are clearly visible. Visitor ID cards many venues issue visitor cards to nominated persons when they visit the venue. People who may be issued with Visitor ID cards can include: Sales representatives – calling to obtain orders from managers and trying to sell their products and services to the venue Students – visiting the venue as part of an excursion Representatives from external businesses, providers, authorities or agencies who may be attending the venue to talk to management, inspect the premises, check compliance with legislated obligations or observe certain practical aspects of the business. Supplier ID – ID cards may be issued to: Delivery drivers who need back-of-house access to the venue in order to deliver products, items and raw materials/ingredients Service/maintenance technicians – who are visiting the venue to repair plant and machinery, to provide preventative maintenance and/or to install new systems, technology or equipment Patron ID – the identity of patrons needs to be checked to: Verify their age – and ensure they are old enough to enter a (liquor) licensed area or some other age-restricted location (such as gambling/gaming areas) and/or to be served with alcohol Check they are residents of the venue – if they are found within the venue and suspected of being a suspicious person. Police ID – to confirm the holder is, in fact a police officer with the legitimate authority and power which goes with being an officer of the law.

Check ID cards Process for checking ID cards:
Demonstrate appropriate interpersonal skills Inspect the card Compare the photograph against the person presenting the card Ask their date of birth Conduct ‘other’ checks at the same time Scan/record the card Trainer presents key aspects of the process for checking ID cards: Remember to demonstrate appropriate interpersonal skills – for example, when checking patron ID it is vital you also provide suitable ‘service levels’ in terms of: Your manners – Use ‘Please’ and ‘Thank you’ as part of the exchange; apologise for the inconvenience The way you ask for the ID – ask politely for ID rather than ‘demand’ ID The language/terms you use – never use threatening or offensive language as part of the request for ID Your tone of voice – be friendly: remember you are in the service/hospitality business Your body language – do not adopt an intimidating stance You cannot/must not be rude, abrupt, officious, aggressive or over-bearing in any way. Inspect the card – to make sure it has not been altered or tampered with. Check, for example, there are no obvious signs: The original photograph has not been substituted with another photo Details of the card (address, dates) have been altered Lamination on the card has been compromised Check the photograph on the card and compare it against the person holding the card: Are they the same person? People often try to use someone else’s ID to gain entry to restricted areas. Check aspects of the photo to help decide – are the eyes the same colour? Is the nose and mouth the same? Do freckles on the photo match with the person standing in front of you? Ask their date of birth – where this is written on the card. If there is hesitancy when they answer, or they get the answer different to what is on the card then this is usually an indicator the person presenting the card is not the legitimate owner of the card. It can also be useful to ask their ‘star sign’. Do other checks at the same time – for instance if you are checking ID of people entering a bar to ensure they are of legal drinking age you can/should also use this time to undertake other checks, such as: Are they properly dressed for the venue? Have they been banned from entering the venue/bar? Are they already drunk and should be refused entry on this basis? What is their general demeanour? Are they aggressive and likely to cause trouble? Scan the card into the internal venue card scanning technology (where present) – used to: Prove/verify authenticity of the card Compare image of the holder with photo on the card Record those who enter the venue/area. Class Activity – Demonstration and Exercise Trainer shows students how to check/use ID to ensure person entering an area is of correct legal age to do so, and provides opportunity for students to practice

Ensure authorised access
Reasons to ensure only authorised access is allowed to restricted areas: Stop public from entering back-of-house areas Check tickets Allow delivery drivers access only into approved areas Check authority of visitors Identify and remove unauthorised persons Grant access to suitable authorised staff/persons Optimise venue, staff and patron security Meet legal compliance obligations Trainer states all venues will have designated ‘restricted areas’ and it is important only authorised persons are allowed into them for the following reasons: Ensure patrons do not enter back-of-house areas – where they may: Be injured Obstruct operations Steal items Gain access to confidential information Make sure patrons have correct ticketing – when they enter entertainment to: Allow them to be escorted to their seats Ensure only ticket-holders enjoy the show Ensure delivery drivers and suppliers have access only the areas approved for them – and do not gain access to other restricted areas where they have no right or need to be Check and confirm the authorisations offered by members of the public to gain access to restricted areas – this relates to Visitor passes/IDs Identify unauthorised people found in restricted areas so they can be removed/asked to leave Ensure staff who access are authorised to do so – this allows: Non-staff members to be denied access Staff who have been dismissed or who have left the employment of the venue to be excluded Restriction of access to staff only at approved/designated times – for example: Staff are not allowed back-of-house at times they are not rostered for work Staff may be excluded from certain areas (such as store rooms) outside designated hours Enable security for the venue – by denying unauthorised access Provide safety for the staff working in the building Give patrons a feeling of safety and security Meet legal obligations.

Ensure authorised access
Techniques to control access to restricted areas: Swiping ID cards Using physical barriers Visual recognition Inspecting/checking ID cards Using bio-metric technology Entering security codes Using sensors & alarms Trainer presents techniques for controlling the physical access of people to nominated restricted areas: Swiping ID cards – using specific card scanning technology Using barriers/turnstiles to control and limit access Visual recognising individuals Inspecting ID cards Using of bio-metric technology – fingerprint and retina scanning Entering security codes – where staff key in a nominated code to gain access/unlock a door Using sensors and alarms to identify breaches of security – such as: People entering areas they should not be in People entering an area at a time they should not be there.

Monitor entry to premises
Activities involved in monitoring entry: Standing near entry points/doors Observing people as they enter Talking to people as they walk in Checking ID Counting people Recording details Trainer stresses monitoring the entry of people into the venue is a vital element in the provision of a safe and secure venue highlighting activities involved in monitoring entry to the venue of specified areas (bars, accommodation areas, casino/gaming rooms) may include: Standing near entry points – to provide a physical presence and deterrent in the hope people who know they are not welcome will not try to gain entry Observing people as they enter – and paying attention to: The way they are dressed to ensure it meets specified the dress code for the venue/area Checking their body language (the way they walk and the way they are acting) to identify if they are intoxicated or likely to cause trouble Talking to people as they enter – to: See if their speech indicates intoxication Gauge their attitude Checking ID of people who enter – by: Physically sighting acceptable proof of age ID and other required evidence of who they are and their entitlement to be granted entry Scanning or otherwise processing ID Verifying their presence against an internal list of expected attendees Comparing the license plates of their vehicle against known/expected tags Asking for letters of authority/invitations which – and comparing these against relevant lists Counting the number of people who enter a room/the premises – see discussion relating to ‘maximum patron numbers’ below Recording details of people who enter, as required for occasions such as weddings, parties and special events.

Access should be denied to: Unwanted persons: Those who have been barred/black banned Those who are subject to ‘exclusion orders’ Known trouble-makers Vagrants Self-excluded persons (Continued) Trainer states access should be denied to the following: Unwanted persons – such as: Those who have been banned, ‘black-listed’ or prohibited by the venue/bar Those who are the subject of ‘exclusion orders’ issued by the authorities – prohibiting them from entering the venue because of previous offences they may have committed on the premises Known trouble-makers Vagrants. People may have been banned for: Unacceptable behaviour and/or language Starting or being involved in trouble/fights at the premises Failing to pay their bill – known in the industry as ‘Skippers’ Those who are self-excluded persons – some countries allow people to ban themselves from entering certain parts of venues and businesses are expected to assist them in complying with their self-imposed exclusion by denying them access if they try to gain entry

Under-age persons Intoxicated persons Anyone with a weapon Persons prohibited by legislation Persons ‘in excess’ of maximum patron numbers People trying to gain access after ‘lock out’ time Trainer continues identifying those who should be denied access: People who are under-age – and, by law, not allowed on the premises Persons who are drunk or affected by drugs Anyone with a weapon – it may be a standard requirement police are notified of this Persons who are prohibited by local legislation from entering the premises on the basis of their classification – such as: Known prostitutes Known drug dealers People whose presence on the premises will cause the venue to exceed legally imposed ‘maximum patron numbers’ – authorities may set a limit on the number of customers who can be in a room/on the premises at any one time for the purposes of safety People who try to gain entry after a certain time – some venues and/or authorities require a ‘lock-out’ policy meaning people are not allowed to enter a room/bar after a specified time as away of reducing people roaming the streets and as a way of making sure intoxicated people cannot enter the area after a certain time.

Do not prevent entry to people based only on: Age Gender Race Language spoken Disability Trainer stresses it is important not to prevent access to people based only on the following factors: Their age Their gender Their race The language they speak A disability.

Steps in denying access: Be form Be polite Refrain from physical aggression Explain the reason Apologise Tell them they can come back later/tomorrow – if this is in fact true Try to give them a stake in the decision – what can you do for them? What useful suggestions can you make? Trainer presents steps for denying entry: Be firm – do not get talked out of your decision to refuse entry Be polite and courteous – refusing entry does not give you the right to be rude or disrespectful. Do not raise your voice. Do not use bad language. Say ‘please’ and ‘thank you’ Refrain from physical aggression – you: May stand in the way of the person and block their entry May respond to physical aggression only with reasonable force Should not adopt a threatening approach Are not allowed to go ‘hands on’ first – only as a response to what they do Explain the reason – quickly and calmly: do not get involved in a long argument or debate Apologise – this is part of ‘customer service’. You must remember you are providing customer service even when you are denying someone access to the venue. Say you are sorry when you explain why you are unable to grant them entry. Tell the person (if this in fact true) they are welcome back later/tomorrow but they are not going to be allowed in now because of their dress, language, being intoxicated Try to give them as much decision making power as possible – for example, you have told them they cannot come in but you should then ask if they want to: Have a taxi obtained for them Be recommended an alternative venue Return to their room and come back dressed in acceptable clothes.

Identify unattended items
Need to promptly identify unattended items: To return a forgotten items to its owner Reduce chance of theft Allow emergency responses to be implemented if item is deemed ‘suspicious’ Trainer discusses need to identify unattended items: If the item has been forgotten by its owner, prompt identification optimises likelihood of the item being returned to its rightful owner Quick identification reduces chance of theft of the item If the item is deemed as ‘suspicious’, fast identification underpins implementation of established emergency responses – such as: Implementation of the requirements of the Emergency Management Plan for dealing with suspicious packages Notification of authorities Initiation of evacuation.

Ways to identify unattended items: Being constantly alert to the possibility Actively searching for them Being advised by another person Responding to an alarm ‘Suspicious package’: There is no definition of what is a ‘suspicious package’ Err on the side of caution – best to be safe than sorry Trainer describes ways to become aware of unattended items: Paying constant attention to items in the workplace – this: Applies primarily to items in front-of-house areas but also in back-of-house areas where such as instances where items are identified in areas which are: Usually totally free any items They are ‘out of place’ by virtue of their types Requires constant attention to scanning/observing the areas in which you are working – focusing efforts on actively searching for items which are unaccompanied Necessitates watching people with items – to identify if they leave items unattended Searching for these items – by: Patrolling areas where items may be left by people – such as toilets/rest room areas and changing rooms Opening doors to rooms which are traditionally left unlocked and allow access to rooms/areas by members of the public Being advised by another person – such as: Guests, customers or members of the public Staff at the venue Security staff who may have noticed the item via images from CCTV cameras Responding to an alarm – such as an intruder alarm (indicating a breach of security) and finding a new, unexpected or unattended item in the location of the alert. Trainer discusses ‘suspicious package’ stating: Staff should be told to err on the side of caution and never be afraid of getting you involved in what they see as a ‘situation’ in this regard. Note there is no such thing as a definition of a suspicious package. Many items that do not look suspicious have, in fact, concealed a device which has exploded. Certainly, there are indications a package may conceal a device – and experts know what to look for. The problem, however, is if you examine a package and believe it has no tell-tale signs it is a bomb, you may move it and by so doing, detonate it. This is why standard practice is to notify authorities/police and obtain their assistance in dealing with the situation. When the police have been notified, they will attend and assist with evacuation, as well as determining which other services (such as army or bomb squad) should be called in. While you do not want to overreact to suspicious package situations, it is important for you to make the decision relatively quickly about whether or not 'a situation' exists: commonly, individuals are reluctant to contact authorities in case there is not a problem, and they think they will then be made to look foolish – you must overcome this thought. It really is a case of being better safe than sorry.

To deal with an unattended item: Do not touch it Inform supervisor Notify authorities Make public announcement seeking owner Ask people nearby if the item belongs to them Leave package where it was found Cordon off the area Evacuate people Turn off anything likely to trigger an explosion Trainer advises about dealing with unattended item: Do not touch it Inform your supervisor of what you have found Phone the police and report the finding – stay on the line until told to hang up: answer the questions asked to the best of your ability Make a public announcement asking the owner of the item to go to the reception area Move around the immediate area and ask people if the unattended item belongs to them Leave the package in the place/situation where it was discovered Cordon off area if items are deemed suspicious or dangerous Evacuate people from the immediate area – you may elect to evacuate people from a wider area depending on the nature of what you have found Turn off anything likely to trigger an explosion and asking other to turn off similar devices – such as: Mobile phones Pagers Electronic devices. Class Activity – Guest Speaker Trainer arranges for police, civil defence or bomb squad representative to attend and discuss/demonstrate how to deal with a suspicious package.

Identify banned/prohibited persons
Ways to identify banned or prohibited persons: Reading internal communications Talking to other staff Asking for the person’s ID As a result of communications from authorities Through alerts from technology Trainer presents ways staff can identify banned/prohibited persons: By reading internal communications which identify banned persons – venues often communicate this: Through s and memos; Using an ‘Communication Book’ which all staff are expected to read whenever they attend for work; On the venue intranet; Using a ‘Banned Persons’ register – which provides details of the person (such as a written description of them, their name and [sometimes] a photograph) Talking to other staff at the venue – such as: Department managers and supervisors; Staff who were involved in the situation when the person was banned; Experienced staff working in the location under consideration; Venue owners; Other security staff Asking the person for ID – and: Using it to confirm the identity of the individual; Checking the ID against internal records; Presenting the ID to another staff member and asking for their opinion on the status of the person As a result of communications from police and authorities – which may be provided: In a joint meeting the venue regularly attends with police and authorities – these are commonplace to facilitate the exchange of information, warn of issues and threats and identify of offenders and banned/prohibited persons; Over the phone; Face-to-face with officers and inspectors who visit the premises; Via notification Through alerts and indicators from technology – this may occur: When their ID is scanned on entry to a venue/bar – when a person is banned/prohibited this system will update to show the individual’s changed status whenever their ID/details are entered into the system; When their name is entered into the reservation system when they seek to make a booking or register to stay in or use the venue – people who are banned/prohibited will be flagged as being ‘black-listed’. Class Activity – Question and Answer Trainer asks students to identify examples of banned/prohibited persons. Possible answers Those who have been banned, ‘black-listed’ or prohibited by the venue/bar Those who are the subject of ‘exclusion orders’ issued by the authorities – prohibiting them from entering the venue because of previous offences they may have committed on the premises Known trouble-makers Vagrants Those who are self-excluded persons People who are known (on the basis of previous experience/checks) to be under-age – and, by law, not allowed on the premises Persons who are prohibited by local legislation from entering the premises on the basis of their classification – such as: Known prostitutes Known drug dealers.

If banned/prohibited person seeks to make a booking: Take details of the reservation Refuse the booking Be alert to possibility booking may be made later under different name and take appropriate action /advise person making the reservation they will be ‘refused’ on arrival Trainer gives advice on responding to banned/prohibited persons when they seek to make a booking: Obtain details of the accommodation or dining booking required (see dot point below ‘Be alert to the potential for the booking to be made later under a different name’) – this is done so you can gain information about topics such as: Day; Date; Times; Number of persons; Type of room Refuse the booking – this means you must not take the reservation. You should follow house protocols for refusing the booking – options are likely to vary between venues but may include: Telling the person you have no vacancies Stating to them they have been black-listed by the venue and cannot be accepted Explaining/identifying the reasons they have been banned/prohibited Involving management – so they can handle the situation Be alert to the potential for the booking to be made later under a different name. If this occurs you should: Query the person making the booking Ask them if they are making the booking for someone who has been black-listed Use your judgement about whether or not to accept the booking Advise them is the reservation is for a banned/prohibited person: The person will be identified on arrival They will be denied access Police/authorities will be notified. Class Activity – Demonstration and Practical Trainer shows how to handle a booking being attempted by a banned person and gives students an opportunity to practice same.

To deny access to a banned/prohibited person: Advise other staff immediately Refuse entry Explain reason/s Apologise Stand your ground Ask them to leave Request they do not return Trainer advises about preventing a banned/prohibited person from entering the venue: Advise other staff immediately you have a potential problem – so back-up can be sent to you if the situation escalates Refuse them entry – politely and appropriately Explain the reason/s for the refusal Apologise for the inconvenience Stand your ground – never allow them to intimidate you, ‘sweet talk’ you or bribe you into allowing them to enter Ask them to leave Request they not return – until (if applicable) the time for their prohibition has elapsed. Class Activity – Demonstration and Practical Trainer shows how to deny access to a banned/prohibited person and gives students an opportunity to practice same

Observe suspicious persons
Reasons to identify and observe suspicious persons – to: Comply with assignment instructions Deter offenders Safeguard venue, patrons and staff Identify offenders Maintain ‘safe and secure’ image of the venue Trainer identifies it is important to identify and observe suspicious persons in order to: Comply with the requirements of assignment instructions – which may require you to target the activities of a certain person or group because they have been identified as being suspicious and intel is needed to determine if they pose a risk or threat Deter offenders – people who know they are being watched are much less likely to commit an offence or engage in unacceptable or anti-social behaviour. In addition, where people know the venue is being monitored they will tend to move on and target illegal/unacceptable activity to a softer target. Safeguard the venue, staff and guests – this is a ‘duty of care’ requirement imposed on all venues by common law which demands they take action to prevent foreseeable harm occurring Identify offenders – who may have committed an offence or participated in unacceptable behaviour. This also, by default, helps eliminate people as suspects or offenders. Maintain the image of the venue as a safe and secure premises – which has important implications related to: Encouraging repeat business and ongoing viability of the premises Complying with legally imposed obligations Enhancing the reputation of the venue in the marketplace.

‘Suspicious’ person/behaviour: Difficult to define Can be ‘anyone – any age, any race, male or female Often determined by the context May be patron or staff member Trainer gives background information about suspicious persons/behaviour stating: It is difficult to define a suspicious person however they may be seen as anyone (and this means anyone – either gender, any race, any age, regardless of dress and demeanour, and regardless of whether they are a regular customer or not) who displays suspicious behaviour. Suspicious behaviour is very much determined by context – that is, the same behaviour may be normal in one situation but suspicious in another. It is important to realise a suspicious person may be a customer, member of the public or a staff member.

Examples of suspicious behaviour: People who glance around furtively Someone who spends a lot of time browsing but not buying Someone wearing bulky clothes Anyone lingering around known ‘high risk’ stock Loiterers People found in restricted areas with no permission to be there Nervous drivers Trainer provides examples of suspicious behaviour: Anyone who glances around furtively – to see if they are being watched A person who spends a long time browsing – but does not make a purchase or make contact with venue staff Someone wearing bulky clothes – which may conceal false pockets to enable shop-lifting/stealing of items An individual who lingers around areas/stock identified as ‘high risk’ stock for your venue – that is stock commonly stolen by offenders People loitering in specific areas which have previously been the focus of offences and incidents – such as: In blind spots Around popular/small items Near doors and entrances. People found in restricted areas – or areas where they have no right to be Drivers who get nervous when you: Approach their vehicle Indicate a vehicle search will be conducted

Anyone who cannot provide proof-of-age Unknown workers/service providers Customers who appear anxious when you approach/talk to them People who give undue attention to others and or areas where there is cash Trainer continues providing examples of suspicious behaviour: Any person who has difficulty providing proof of age (or a room key/card) – or is annoyed at being asked to provide it Workmen in uniforms (or vehicles) not known to you Customers who appear anxious when you: Approach them Watch them Talk to them People who appear to show undue attention to: Other customers/guests Staff Operation of an area where cash is present.

Respond to unlawful or suspicious incidents and people
Important background information: Golden rule: Act promptly – ‘nip it in the bud’ Realise everything you do (or do not do) is on public show – this means everything you do/do not do sends a message You cannot act on ‘hearsay evidence’ you must have first-hand evidence Trainer provides important background information relating to responses to unlawful or suspicious incidents and people: The golden rule in relation to customer behaviour and crowd control is all potentially troublesome situations must be 'nipped in the bud’. This means no situation should be allowed to go un-checked or un-addressed if it has the potential for harm, offence, abuse or to impact negatively in any way on guests or staff. It is vital you realise in any public situation you and everything you do – or do not do – is on public show. This means if you allow one person to ‘get away with something’ you are automatically sending a message to others they can get away with it too. By the same token, when you intervene to control a situation or have a word with someone you are similarly sending a message to everyone such behaviour or language will not be tolerated. It is standard industry practice not to act on hearsay evidence. Hearsay evidence are allegations made by customers that certain things happened such as: A person used bad or offensive language A person was rude A person committed an offence. Most venues will require you to have first-hand evidence something has occurred (that is, they will require you actually saw or heard it yourself) before they will authorise you to take action. This means you need to investigate allegations made (‘hearsay evidence’) before you take any action on those assertions.

Keys in responding to unlawful acts: Know what constitutes an illegal act Notify CCC immediately of what you have discovered/identified Obtain assistance Intervene – as required Provide ‘first responder’ action – fight fire, give first aid Record evidence – preserve the scene Trainer presents keys in responding to unlawful incidents: Making sure you know 100% what constitutes unlawful incidents/illegal acts – see Class Activity below Notifying CCC immediately regarding what you have discovered: Type of offence Location Numbers involved Threat/danger posed by the situation – if applicable Obtaining assistance, as required – such as: Asking for back-up Advising of your assessment of the situation and anticipated patron responses and reactions to your presence/action Asking for relevant authorities to be notified, as necessary Class Activity – Question and Answers Trainer asks students for examples of illegal acts. Possible answers Assault and battery Theft Arson Breaking and entering Offences for specific pieces of legislation relevant to the venue – such as liquor and gaming laws Intervening as required – see Class Activity below Providing first responder action – such as: Moving people who are at risk to a safe area Initiating evacuation Fighting fires Providing first aid Recording evidence – and, as appropriate: Preserving the scene Obtaining proof and witness statements. Trainer asks students for examples of ‘intervene as required’. Asking people to change behaviour to meet legal requirements Explaining legal requirements to people Asking people to leave the premises Restraining people Detaining offenders

Keys in responding to unacceptable behaviour: Know with certainty what the ‘house rules’ are Move closer & observe Notify CCC Talk to those involved and ask them to modify their behaviour/language Ask them to leave Escort people away/out of the venue Mingle with others and reassure them/apologise Maintain contact with CCC Trainer advises regarding responses to unacceptable acts/behaviour: Making sure you know 100% what constitutes unacceptable acts/behaviour in terms of venue standards and ‘house policies’/’house rules’ – see Class Activity below Moving closer to the ‘situation’ – and obviously looking in the direction those involved so they know/realise they are being observed and their activities are being monitored Notifying CCC – if the person/group fails to modify their language and/or behaviour advising them: Of the issue – type, location, numbers involved Action taken to date in the way of monitoring which has occurred and what you have seen and heard Action you intend taking to address the situation – you should always ensure you never put yourself in anger when responding to these occurrences so you may elect to delay action until back-up arrives Having a word with those involved – and: Advising them of what is expected and acceptable Asking them politely to modify their behaviour/language Asking people to leave the venue – if: They are unwilling to meet your requests for behaviour/language modification They become belligerent Escorting persons away from the area or out of the venue – where the need to do so arises Moving amongst other patrons in the area – and, as applicable: Apologising or any offence or disruption which may have been caused Reassuring them Ensuring there are no other examples of unacceptable acts/behaviour or language Communicating with control/supervisor – and informing them of developments and action taken. Class Activity – Question and Answers Trainer asks students for examples of ‘unacceptable acts/behaviour’. Possible answers Threatening or offensive actions Offensive language and searing Appearance which does not meet the requirements of the dress code for the venue Excessive noise levels Trainer advising regarding responses to unacceptable acts/behaviour:

Activities involved in monitoring and observing suspicious persons: Covertly watch them Record activities Obtain assistance from others Ask for CCTV tracking and recording Trainer presents actions involved in monitoring and observing suspicious persons: Covertly watch them – so they do not know they are being monitored/observed Recording their activities – by: Taking notes Using a camera Obtain assistance from other venue staff – to maintain surveillance of suspicious persons Ask for CCTV cameras to track and record the persons.

When immediately responding to a suspicious person situation: Notify others Approach the person Make eye contact Speak directly to them Ask them questions Detain them Direct them what to do Thank them for cooperation Apologise – if appropriate Trainer discusses action to take when taking immediate action in response to identification of a suspicious person: Notify other staff, your supervisor or the CCC of your intentions – and giving: Your location Number of persons you intend approaching Description of those involved Approach them – you may want to obtain support before doing this Make eye contact with them – so they know they have been seen Speak directly to them – this may include: Greeting them Telling them your name Identifying yourself as a security officer for the venue Advising them you have been watching them for a period Informing them they have been recorded by CCTV Ask them questions – to enable you to determine: Who they are What they are doing Why they are in the area they are in What the items are they may be in possession of – which may (for example) include products/goods (have they been paid for or have they been stolen?) or items for forcing entry Detain them – where: They cannot provide suitable answers to your questions, and/or Where other evidence indicates this is a reasonable course of action Direct them (as applicable) to: Move out of the area Leave the premises Surrender items believed/known to be stolen Not to return Thank them for their cooperation – where they prove not to be a suspicious person and can provide a credible reasons for their presence and actions Apologise – as and when necessary, which may include a reference to: Previous occurrences which have given rise to your suspicions The venue’s concern to make sure everyone is protected and made to feel safe and secure.

When immediately responding to a suspicious incident situation : Notify CCC Observe Investigate Trainer discusses action to take when taking immediate action in response to identification of a suspicious incident: Notify CCC – to advise of: Your interpretation/description of the scene as it first appears Location Any dangers, risks or threats posed by the situation Your intended course of action in relation to what has been identified Observe – to gain as much information about the situation as possible in order to make sense of the situation Never rush in always get more information before proceeding: things are rarely what they seem at first appearance Investigate – if it appears safe to do so – in order to: Obtain more information Determine facts and detail of the situation Capture evidence Generate the response which should be implemented Form the basis for reporting the situation.

Summary – Element 2 When implementing observation and monitoring activities: Check ID cards as and when required of internal and external personnel Maintain civility and customer service to the best extent when checking IDs and undertaking other observation and monitoring activities Control access to, and patrol and monitor restricted areas Monitor and respond to alarms (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 2 Monitor patrons as they enter the premises and certain areas within the venue to check age, behaviour, dress, language and intoxication Refuse entry to people as necessary Ensure all legal obligations are complied with by the venue and persons who are on the premises Be alert to the presence of unattended items and suspicious packages in the venue and respond promptly to these situations Identify and remove banned or prohibited persons (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 2 Observe, monitor and respond suspicious persons and incidents Be sure to address problems quickly so troublesome situations can be 'nipped in the bud’ Never rely totally on hearsay evidence Respond appropriately to unlawful and suspicious events Respond appropriately to unacceptable behaviour and suspicious persons Realise everything you do and say in a public space is ‘on show’ to others in the area Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Determine apprehension of offenders
Performance Criteria for this Element are: Identify if lawful arrest should be effected Prepare for apprehension Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide. Class Activity – Discussion Trainer asks trainees questions about determining apprehension of offenders by asking questions such as: What are the potential problems/issues associated with making a citizen’s arrest? What are the alternatives to making a citizen’s arrest? What factors would you take into account when determining whether or not to make a citizen’s arrest? What might you do to prepare to make a citizen’s arrest?

Identify if lawful arrest should be effected
Citizen’s arrest: “A citizen's arrest is when you, as someone who is not a duly sworn police officer, detains a person because you know the other person is committing or has just committed an offence such as a theft, assault or criminal damage.” Detaining a person = a citizen’s arrest Can apply only to specific types of offences (refer Work Project 4.1) Trainer urges students before apprehending an offender they must determine if an arrest should be made explaining “A citizen's arrest is when you, as someone who is not a duly sworn police officer, detains a person because you know the other person is committing or has just committed an offence such as a theft, assault or criminal damage.” Detaining a person is the same as a ‘citizen’s arrest’ Most countries will only allow citizen’s arrests for specific offences – for example it is common for countries to allow a citizen’s arrest for an indictable offence but nor for a misdemeanour (also known as a ‘summary offence’).

Points to consider when deciding whether or not to make a citizen’s arrest: Type of behaviour evaluated against legislation Having ‘reasonable grounds’ Personal safety Safety of others Timeliness of the arrest What force may be required? (Continued) Trainer presents considerations relating to whether a citizen’s arrest should be made or not: Identifying type of behaviour of person and assessing it against relevant legislation – to determine beyond doubt the person has, in fact, committed an offence under the legislation which applies in your country and to your premises Having reasonable grounds for the decision – which relates directly to having evidence according to the ‘rules of evidence’ for the host country, preventing injury to others and maintaining public order. Being able to provide a statement to police that you saw the offender commit the crime is evidence. Considering your personal safety – never attempt an arrest where you believe you will put your personal safety at risk Considering the safety of others – by determining whether or not you believe the person you intend arresting will pose a threat to others when you initiate the arrest Confirming the arrest will occur during the commission of a crime/offence or immediately after it – you cannot make a citizen’s arrest ‘too long’ after the crime was committed Determining what force/actions may be required – you are only allowed to use ‘reasonable’ force’ as appropriate to the situation and the individual in order to detain the person, defend yourself or others and prevent escape/departure from the scene

Verify you have venue permission to make an arrest Check back-up is available Make sure you know the local laws regarding citizen’s arrests Make sure you know exactly who the offender is Be 100% sure of your facts – if in doubt, never make an arrest (Continued) Trainer continues presenting considerations relating to whether a citizen’s arrest should be made or not: Checking your scope of authority from the venue allows you to make the arrest – some properties specifically prohibit any staff from making an arrest regardless of the circumstances Verifying back-up is available – to assist as/if required. It is common practice to await the arrival of back-up before making the arrest. You must have a full understanding of in-country laws and what constitutes an offence You must be sure your country allows and recognises citizen’s arrests – not all jurisdictions acknowledge them If you are not 100% certain about grounds for an arrest – do not make one If you are not 100% certain of the identity of the offender you should not make an arrest – if the offender was in a crowd of people and you are uncertain about which person committed the offence then do not detain anyone. It is never sufficient to ‘think’ or ‘believe’ the person committed an offence – you have to know beyond all doubt which commonly means you need to have seen the person commit the act and be prepared to testify to this extent in a court of law. You must be completely sure of your facts and the facts surrounding the incident.

Advise CCC of your intentions Wait for police if you believe the offender is likely to stay on the premises – and maintain ‘eyes on’ Try to have a male present when apprehending a male – and a female present when apprehending a female Be as quiet as possible when making the arrest Trainer continues presenting considerations relating to whether a citizen’s arrest should be made or not: Advise CCC of your intentions – so they are updated about events, can provide support and can notify authorities If you believe the offender is going to remain on the premises for some time the best course of action is to: Continue to observe and monitor the person – discreetly Call for police attendance – and let them handle the situation It is preferable to have a male person present when a male is detained – and to have a female person present when a female is detained: to help avoid/address accusations about sexual harassment If you decide to make an arrest do it as quietly as possible – without attracting undue attention.

Problems potentially associated with making an arrest: Legal action for wrongful arrest or detention: Criminal action Civil action Resistance from the offender Failure to cooperate Trainer presents problems which may arise from making an arrest: A civil case may be brought for: False arrest Illegal detention Pain and suffering Damage to reputation Negligence. It is much less likely criminal charges could be laid for: Impersonating a police officer Kidnapping False imprisonment Assault. In addition, you can also expect problems relating to: Resisting Failing to cooperate.

Prepare for apprehension
Planning to make a citizen’s arrest: Determine if assistance is needed Decide if you should make the arrest or if it is best to wait for police to arrive Plan your actions Ensure safety of others Consider protection of assets to best extent possible Determine how you will hold/restrain the offender Trainer advises once a decision has been made to apprehend a person the necessary preparations should be made to facilitate the action explaining the following actions and/or considerations need to be addressed: Determine if assistance is required – and wait for its arrival. Never proceed unless you are confident about the outcome. Decide if apprehension should occur by staff of the establishment or if it is best/safest to wait for the police to arrive – avoid trying to be a hero. The best option is always to wait for the police to attend, but this may not be a viable option in some situations. Plan your actions – see Class Activity below Ensure members of the public and physical assets are protected from injury or damage when the arrest is made – by: Asking them to move away Escorting them from the area Removing physical items deemed to be ‘at risk’ Determine how you will restrain or secure the offender once apprehended – see later slides Ensure you are complying with the requirements of host country legislation – in order to reduce the potential for you to be the subject of legal action arising from the arrest. Class Activity – Internet Research Trainer facilities viewing of following sites and discussion of content: Class Activity – Question and Answers Trainer asks students to identify actions which should/may need to be considered as part of the planning for making an arrest. Possible responses How you will approach the person – your body language, confidence level and overall demeanour Maintaining personal safety and the safety of others The physical location where you intend making the arrest What you will say and your tone of voice How you will respond if the person resists or argues

Summary – Element 3 When determining apprehension of offenders:
Ensure you fully understand the relevant laws of the country Know offences common to your industry/venue Always take consideration of making a citizen’s arrest seriously Realise detaining someone is usually the equivalent of arresting them Be aware of the legal action which can result from a false arrest Ensure you are totally sure of the identity of the offender (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 3 Make sure you have proof
Advise others of your intention to make an arrest Obtain back-up Delay the citizen’s arrest if possible until police arrive and let them deal with the situation Be sure your venue authorises you to make a citizen’s arrest Always consider your personal safety and the safety of others Plan what you will do, what you will say and how you will implement the arrest Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Arrest offenders Performance Criteria for this Element are:
Observe legal rights of the offender Apprehend the offender Search the offender Maintain personal safety Detain the offender Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide. Class Activity – Discussion Trainer asks trainees questions about arresting offenders by asking questions such as: What is involved in making a citizen’s arrest? What is the process? How do you ‘apprehend’ an offender? What is involved in searching an offender? What things do you need to be aware of when searching an offender? What issues are involved in detaining an offender?

Observe legal rights of offender
Rights of the offender after arrest vary between countries – you can learn what applies by: Speaking with venue solicitor Talking to police Reading legislation Researching on the Internet Asking management Attending specific training Trainer stresses whenever a citizen’s arrest is made it is essential to make sure the legal rights of the offender are respected stating these vary from country-to-country and can be identified by: Speaking with the solicitor who represents the venue where you work Talking to local police or courts Reading relevant legislation Researching the internet Asking management at the venue as well as more senior security personnel Attending formal internal training courses.

Need to respect legal rights of person who has been arrested: Avoid legal action Optimise chance of offender being prosecuted Inform offender of what is occurring Respect civil liberty and civil rights Demonstrate professionalism Trainer presents it is critical to respect the legal rights of the person who has been arrested to: Reduce the potential for you to be the subject of legal action as a result of the arrest Avoid a situation where the culprit avoids prosecution because ‘due process’ was not followed Inform them regarding what is taking place Ensure people’s civil liberty and civil rights are respected Demonstrate your professionalism and expertise – to the offender and to others who may be observing the action.

Possible rights of the offender after they have been arrested may include: To be told why they have been arrested Be subject only to use of ‘reasonable force’ To be treated with respect and decency Privacy Right to protection/safety Right not to cooperate with you Right not to speak/answer questions Right not to incriminate themselves Right not to be searched Trainer states depending on the country and associated legislation the offender may have the following rights when arrested: To be told the reason for the arrest Not to be subject to more than the use of ‘reasonable force’ Right to be treated with respect and decency Right to privacy Right to protection to ensure their safety. Right not to cooperate Right not to speak or answer your questions Right not to say anything which might incriminate them Not to be searched. Class Activity – Guest Speaker Trainer arranges for local police to attend and talk about: When a citizen’s arrest can be made When a citizens’ arrest cannot be made Occasions it is best not to make a citizen’s arrest Tips for making a citizen’s arrest Rights of the offender after they have been arrested Evidence required before making a citizen’s arrest Penalties associated with making a wrongful citizen’s arrest.

Apprehend the offender
Pre-requisites for making a citizen’s arrest: Personal safety is optimised Safety of others is assured You have prepared a plan You are certain an offence has been committed and can identify the offender You believe the citizen’s arrest is the best course of action Trainer highlights when a considered decision has been taken to make a citizen’s arrest it is important to do so in a professional manner which aligns with all legal requirements of the host country stressing need to have thought about what is going to happen and be certain about all of the following: Your personal safety is not in danger – if unsure about this: Do not proceed Wait for back-up from other venue security staff Wait for the police to arrive The safety of other people is not at risk You have prepared a plan about: Your approach Where the arrest will happen What you will say and how you will say it Your response if the person resists or becomes aggressive You are 100% certain you have seen the person commit an offence as provided for by the laws of the country – remember: You cannot act on hearsay evidence/advice from other people You must be able to identify the offender Making a citizen’s arrest is the best course of action – given the circumstances which apply at the time (see next slides).

Alternatives to making a citizen’s arrest: Ignore the situation and take no action Look at the offender – let them know they are being watched Talk into your radio while observing the offender Talk directly to the person, ask them to modify behaviour and advise of consequences Ask them to leave the venue Trainer presents alternatives to making a citizen’s arrest which should be considered as part of the planning process: Ignore the situation - and take no action. If you elect to take this course of action it should be done in such as way that the offender and/or other people do not know you have identified a problem/illegal situation and chosen to walk away – to avoid giving the impression you are condoning the illegal action. You must realise many offences are committed in venues on a daily basis and it is not your job to detect and respond to all of them. You are not a police officer. Your role is to act when serious offences have occurred (such as assault, property damage and robbery). Look at the offender – and let them know they are being observed: this will deter most people from offending or continuing to offend Let the offender see you talk into your radio while looking at them – this also has a deterrent effect Talk to the person – and ask them to change their behaviour, advising them of the consequences of not doing so (which can include being asked to leave the venue, being refused service, having police called to deal with them) Ask them to leave the premises – as an alternative to being the subject of a citizen’s arrest. In most situations the person should also be advised not to return to the venue given the serious nature of the situation.

When making a citizen’s arrest: Approach the person following your plan Identify yourself Tell them you are arresting them Place a hand on them (Continued) Trainer advises regarding making an arrest: Approach the offender appropriately – which means: Following the plan you have made in your mind Approaching directly Showing confidence Being assertive Identifying yourself – if you are wearing a uniform them the uniform will do this but you should: Identify yourself by name State your job role/position Tell them you are arresting them – so there is clarity about what is happening and the offender understands the position they are in. It is vital to differentiate the action from a situation that is not a citizen’s arrest. The offender has the right to know they are being arrested and not just being ‘spoken to’ about their behaviour/actions. Place a hand on them – this can be a vital aspect of making an arrest – it is also the time at which the person is likely to become violent/aggressive Some legislation demands you physically lay hands on the person as part of the official arrest process. Remember you can only use ‘reasonable force’ to arrest/detain them.

Explain why they are being arrested Tell them of the evidence/proof you have Ask them to accompany you to certain location Restrain the person – if necessary Comply with all requirements of in-country legislation Trainer continues advising regarding making an arrest: Explain the reason for apprehension – this means: Telling them the type of offence you believe they have committed Explaining the evidence/proof you have to support the arrest – by (for example): Telling the person you saw them: Break the window Punch someone Advising their action has been captured on CCTV footage Indicating you have additional witnesses (venue staff and/or other guests or members of the public) to what took place Asking the person to accompany you – to (as appropriate): The Security office/CCC room The front of the building to await arrival of the police Restraining the person – this means (if they are not compliant): Keeping them ‘controlled’ so they cannot leave and so they cannot continue committing offences Securing the person in a way permitted by local laws – which may allow: Using handcuffs Keeping them in a room and not allowing them to leave Complying at all times with the requirements of host country legislation. Class Activity – Demonstration and Practical Trainer (or member of local police) demonstrates how to make a citizen’s arrest and provides opportunity for students to practice same.

Search the offender After arrest you may want to search the offender – but: Local laws may not allow this You may be charged by police if you conduct an illegal search The offender may launch civil action against you Trainer indicates when a citizen’s arrest has been conducted there may be a wish to search the offender but highlights there is a need to: Comply with local laws – you may not be legally allowed to do so Criminal charges may be made against you if you force a search Civil action may also result.

Search the offender Reasons to search:
Look for items which may cause injury Find evidence Identify the offender Trainer advises a search may want to be conducted to: Look for items which may be used to cause harm to you or to the offender Search for evidence Identify the person.

Search the offender It is usually illegal for you to: Frisk the person
Forcibly submit them to a search Open their bags/possessions Trainer states local laws are likely to forbid: Frisking a person/.offender (patting them down) Forcibly going through their pockets Opening bags/packages in their possession.

The best course of action is to leave the search process to police
Search the offender It is legal to: Ask/request the person to turn out their pockets Ask permission to search their bags/belongings The best course of action is to leave the search process to police Trainer suggests it is however (commonly) legal to ask/request the offender: To empty/turn out their pockets For permission to open and search their bags and belongings.

Maintain personal safety
You must always maintain your safety when making an arrest and the safety of others – if you cannot guarantee this: Abandon the arrest Do not initiate the arrest Trainer states at all stages when making a citizens’ arrest there is a need to maintain personal safety and the safety of others, as well as the safety/security of property/assets stressing: If your safety or the safety of other staff or customers/guests is at risk you should: Abandon the arrest – if you have started making the arrest Not initiate the arrest – in the first place.

When making an arrest it is vital to remember: You are not a police officer You are not paid to risk your life The venue carries insurance to cover most losses/damage Other evidence is likely to exist to enable police to follow-up Trainer reminds in this context it is vital to remember: You are not a police officer – and do not have the same responsibility, obligations or rights/powers they have You are not employed/paid to risk your safety or your life The venue will have insurance cover to pay for any damage/loss caused by the offence which has given rise to the need to make a citizen’s arrest Other evidence (witnesses, CCTV footage) is likely to exist which will enable the police to apprehend the offender at a later stage.

Techniques to maintain safety: Secure/restrain the offender Getting back-up to assist Watching the offender Moving threats/potential weapons out of reach (Continued) Trainer presents techniques to maintain safety: Securing/restraining the offender – if local laws allow you to do this Getting back-up to assist you – there is safety in numbers as the offender can see they are out-numbered and resistance, assault or escape is likely to be futile. The more of you there are to assist once an arrest has been made, the better. Where local laws do not allow you to physically restrain an offender, extra security staff can provide a cordon the prevent escape of the offender without having to physically secure the person. Keeping ‘eyes on’ the offender at all times – watch them to: Predict if they are likely to do anything which jeopardies your safety Identify action which actually threatened your safety (or theirs, or anyone else’s) It is therefore important: Not to get distracted by others/something else Focus on the offender Get help from others – so they can handle other tasks which need to be undertaken at the time Moving any threats or potential weapons away from the area – so the offender: Does not have access to them to use against you/others Is not tempted to try to obtain them and/or use them

Continue to use only ‘reasonable force’ (and only do this if necessary) Advise aggression will be met with force Move away from the offender Ask others to move away Advise others of potential risk Protect assets from danger/damage Trainer continues presenting techniques to maintain safety: Continuing to appreciate only ‘reasonable force’ can be used to: Maintain personal safety and the safety of others Detain the person Using ‘too much’ force on an offender can cause them to retaliate and cause injury. Advising/telling the offender any acts of aggression will be met with an appropriate response – the intention here is to warn them not to engage in any violent or antagonistic activities Moving away from the offender – so there is a physical distance between you and the other person Asking others to move away/out of the area – for their own safety Advising people of the risk posed to them by the offender – being careful not to make any slanderous statements about the person which may see you being used for defamation. Protecting physical assets from damage – which may include: Removing the items from the immediate area Removing the offender from the area.

Detain the offender Once person has been arrested:
They must be handed over to police as soon as possible Check to confirm police have been called/notified Contact/call police if this has not already been done Tell offender police have been called and are on the way Trainer states once the offender has been arrested they will need to be detained highlighting the need to comply with country laws regarding detention of offenders highlighting: Need to hand over the person who has been arrested to the local police – at the earliest opportunity so it is important after a citizen’s arrest has been made to: Confirm someone has already called/summoned the police and they are on the way Contact the police, advise them of the situation and request their attendance Advise the offender the police have been called – and they will be transferred into their custody.

Detain the offender While detaining an offender:
Maintain/observe their rights Protect them against harm/injury Give first aid – if necessary Provide suitable responses to basic human needs Trainer indicates the following actions may be required when detaining an offender: Maintaining their rights – as prescribed by local laws, human rights and common decency. These rights (may) include: Not trying to force or coerce them into talking or answering questions Not trying to force or coerce them into agreeing to being searched Not causing them pain or suffering Not subjecting them to ridicule or embarrassment Protecting them against harm – this includes protecting them against: Self harm Physical harm caused by anyone (staff or guests/members of the public) Verbal abuse Rendering first aid – if necessary, or calling for professional medical attention/an ambulance where necessary Providing suitable responses to basic human needs – such as: Access to toilet facilities – if requested Water to drink – if requested Proper clothing – if person is improperly dressed/naked or complaining of being cold.

Detain the offender Always adhere to internal requirements when a person has been arrested – these may include: Notifying management/designated person Recording details of the arrest on internal documentation Trainer instructs there is always a need to follow venue protocols which apply to the arrest of an offender – these may include: Informing management of the arrest – face-to-face or by phone: Giving details of the situation Providing any relevant information Confirming police have been called/notified Recording the arrest in accordance with host establishment requirements – a register or form will need to be competed: see Class Activity below for details of what may need to be recorded. Class Activity – Question and Answers Trainer asks students to identify the details/information they think should be recorded on internal documents following the arrest of an offender. Possible answers Date and time of: The offence When police were notified When the entry was made When police arrived and the offender was handed over Your name (name of person making the arrest) Names of other venue staff who were involved in/assisted with the arrest Details of the offence Details of the offender – name (if known) and/or description (gender, age, clothing, appearance) Details of what will be led as evidence when the issue comes to court Name and identifying numbers of police who attended to take the offender into formal custody Details of any statements made by the offender – such as: Admissions Excuses Explanations for action Names and contact details of witnesses – this should be restricted only to those who have agreed to be witnesses/agreed to providing a statement. This means you should avoid informing police of guests who you know saw the event but who do not wish to become involved.

Summary – Element 4 When arresting offenders:
Be sure you have sufficient reason/proof to make the arrest Be convinced making an arrest is the best course of action Make sure the legal rights of the offender are maintained Protect the safety, well-being and human rights of the offender Notify the police as soon as possible to arrange transfer of custody (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 4 Document the incident according to house policy capturing all relevant details Notify the offender they are under arrest Tell the offender why they have been arrested Only search the offender is permission to do so is given Do not frisk the person Detain the offender in accordance with local laws/requirements Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Fulfill administrative responsibilities
Performance Criteria for this Element are: Complete necessary internal forms and reports Cooperate with the authorities to process the offender Cooperate with management in making recommendations to enhance patron and staff safety Trainer identifies for trainees the Performance Criteria for this Element, as listed on the slide. Class Activity – Discussion Trainer asks trainees questions about fulfilling administrative responsibilities by asking questions such as: What do you think are administrative responsibilities relating to observing and monitoring people? What forms and reports do you think need to be completed? Why do these forms and reports need to be completed? How might you cooperate with management to improve venue/workplace safety for patrons and staff?

Complete forms and reports
Requirements when completing documents: Documents and requirements vary between venues Must be completed in a timely manner Forms and reports usually need to be ‘forwarded’ Accuracy is vital Obtain in-house training Look at forms and reports competed by others Keep a copy Seek advice when unsure about what to do Trainer states a primary task of fulfilling administrative duties when maintaining the security of premises and property is the need to complete necessary forms and reports highlighting: These vary between venues – what is required in one venue is not required in another; what does not have to be reported/recorded in one premises does have to be reported/recorded elsewhere It is important to complete the documents in a timely manner – in practice this means filling in reports and records ‘immediately’ after an incident, event or nominated activity Completed documentation needs to be ‘forwarded’ – there is always a need to file a form or hand it in to a designated person/department Accuracy is vital – it is essential you take the time to make sure all the details (information as well as statistical data) is correct in every aspect Obtain necessary in-house training – all venues will provide advice and instruction on: Which documents to use when a report/record is required How to complete the required When to complete them What to do with them when they are completed Make an effort to look at records/reports others have completed – to get a ‘feel’ for how they complete them, the language and phrases used, and the detail included Keep a copy of any records/reports you complete – for your own records/purposes ‘after the event’ Seek advice – when uncertain about: Whether a record/report is required Details/information required.

Forms will be either/or: Paper-based Electronic Trainer identifies forms and reports will usually be in one of two basic format options: Paper-based – meaning there is an actual piece of paper which has to be completed Electronic – meaning you will have to access a computer and complete the details (‘required fields’).

Forms and reports may include: Incident details/report, log or register Damage and loss assessments Patrol logs Insurance claims Witness statements Legally-required documentation Trainer provides examples of forms and reports which may need to be completed: Incident details and logs/registers – to record details relating to an incident which has occurred in the venue Damage and loss assessment reports – to be filled when: Property damage has been detected Theft/robbery has occurred Patrol logs – which have to be completed at the end of vehicle and foot patrols to: Record times and routes as well as operational details Identify security issues, breaches and potential risks Insurance claims – so the venue can claim against insurance policies it carries Witness statements – taken when members of the public are prepare to make statements regarding what they observed when an event, incident or offence took place Complying with the requirements of the host country legislation – which may specify: When certain notifications must be made How those notifications must be made Name of authorities who must be notified Class Activity – Presentation and Explanation/Demonstration Trainer presents sample forms/reports as listed on the slide and: Explains what they are used for Demonstrates what is involved in competing each.

Reasons to complete forms and reports: Provide source of information Establish legal cause Comply with management requirements Provide basis for evidence Assist investigation Monitor incidents and trends Trainer explains forms and reports need to be competed to: Provide a source of information for future reference Establish clearly legal cause – in reports to police Comply with special requests from management or the authorities Provide basis of evidence which may be given in court Assist the venue investigate and analyse the incident/event Monitor incidents and trends.

Cooperate with authorities to process offender
Helping police may include: Being interviewed and making a statement Providing police with copies of internal forms/reports Sharing/showing evidence you have Picking offender from line-up Providing CCTV footage Verifying statements of offender Answering questions Explaining context of the incident Trainer states in many cases there will be a need to work with police to assist them in processing an offender highlighting the following may be required: Being interviewed – to provide an official statement of the incident Providing internal documents – such as reports and records relating to the incident as well as any witness statements you may have Showing them any evidence you may have obtained – relating to the offender/their actions’ Picking the offender from a line-up Providing any CCTV footage you have of the offender and their offence Confirming or disagreeing with statements made by the offender Answering any questions they have Explaining the context of the incident and any previous occurrences which were associated with the offence

Cooperate with management to enhance safety
Ways to help management enhance safety: Engage with risk management activities Participate in staff meetings and briefings Participate in workplace inspections Attend relevant industry seminars, conventions and conferences Contribute ideas and suggestions (Continued) Trainer states an ongoing aspect of work is to cooperate with management to optimise safety at the venue identifying activities to demonstrate support for management in their endeavours to optimise safety at the venue: Engage actively with all aspects of risk management when the need to do so arises – risk identification, risk analysis and risk control Participate in regular staff briefings, de-briefings and meetings Participate in scheduled workplace inspections – to: Confirm existing safety arrangements Identify new threats/problems Attend conventions, seminars and conferences which have a safety focus – and report back to management on what you discovered/became aware of Contribute ideas, suggestions and recommendations for improvement to enhance patron and staff safety – see following slide

Be willing to trial initiatives Complete all forms and reports as required Visit other venues to see what they are doing in relation to safety Develop and use an industry network of security people/staff Identify and analyse internal indicators of safety problems/issues Comply with management directives Trainer continues presenting ways to help management enhance venue safety: Be willing to trial safety initiatives – and provide feedback on their implementation and effectiveness Compete all internal forms and reports as required – management use these to determine the need for changes to existing safety-related arrangements Visit other venues – to determine the safety protocols they have in place Develop an industry network of personnel who have an interest in, and involvement with, venue safety – and communicate regularly with them to share information Take the time and make the effort to analyse and evaluate indicators of safety-related performance by the venue (such as internal reports, comments by and feedback from staff and guests) – and provide details of your finding to management Fully complying with management directives – regarding need for compliance with: Existing safety policies and procedures Revisions to safety policies and procedures Introduction of new safety policies and procedures.

Follow a two-stage approach for making recommendation: (1) Make verbal suggestion (2) Supplement with written recommendation: If management seems interested If requested Trainer advises a two-stage approach for making recommendations for action to improve venue security: Make verbal suggestions first Supplement these with written recommendations: If the verbal notification is of interest If requested.

Include the following in written recommendations: Your name and contact details Date Rationale Action plan (Continued) Trainer indicates points to include when preparing a written recommendation to improve venue security: Your name and contact details – cell phone, extension number Date – the recommendation was written/submitted Rationale for the recommendation – explaining why the recommendation is being made Action plan for implementation – setting out sequential and step-by-step activities necessary to trial/pilot and implement the recommendation

Recommendations for: Equipment, systems and technology Providers/suppliers Timelines Training required Staff/hours required Transitional arrangements Benefits anticipated Costs Trainer continues identifying contents of written recommendations to improve venue security: Recommendation regarding: Equipment, systems and technology to be used – including any supporting product information (brochures, quotations, fact sheets) Provider, supplier and/or installer who should be employed Timelines for implementation Training required to support the initiative Details of any new staff required – or additional staff hours required Transitional arrangements (where applicable) – detailing how the initiative/recommendation will be phased in to/integrated with other SOPs of the workplace Explanation of the benefits which should flow – from implementation of the initiative/proposal Cost involved – including, as appropriate: A cost-benefit analysis Money which may be received as a result of sale of ‘old’ equipment.

Summary – Element 5 When fulfilling administrative responsibilities:
Complete all necessary documents following regular shifts & individual incidents Comply with venue requirements and legally imposed obligations Forward completed to documents to nominated person/s View what others have done to get a feel for what is required (Continued) Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.

Summary – Element 5 Seek to understand why reports and forms are required and what they are used for Work with authorities/police as required to process offender Support management in their efforts to enhance patron and venue safety Make informed suggestion to improve workplace safety Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required. Trainer thanks trainees for their attention and encourages them to apply course content as required in their workplace activities.

OBSERVE AND MONITOR PEOPLE

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