Security Consultation and 101 Security Officer Training Program

Module 1 Presentation and Wanding

Purpose:

The purpose of this training is to refresh officers’ fundamentals for professional presentation and wanding. Officers who have worked long hours or who have been in the industry for many years often forget how to professionally present themselves before and during a shift (from shiny shoes, hygiene, ironed uniform, deodorant, shaven, hair and appearance perspective). If a security officer fails to wand a visitor correctly it may have catastrophic impact of an operation. Most complaints from the client and visitors at major events and high security point are of the lack of well-trained wanding techniques. This can have a negative impact on public safety and effect your company’s reputation.

Outcomes:

Officers will have a fresh, professional look, with a higher level of self-respect and wanding techniques. The benefit to your security company will be reflected in your officer’s representation to the highest standards possible for wanding and presentation.

Content:

• Officers must shower before every shift and maintain their hygiene cleanliness.
• Hair grooming is a must for safety and presentation.
• Use of deodorant and perfume needs to be balanced. Not too little and not too much.
• Tattoo’s should be covered up where possible.
• Uniforms and other professional attire that is ironed with the correct safety shoes worn to avoid slips and injuries.
• Wanding technique procedures are consistent and thorough every time.

Module 2 Communication and Conflict Resolution

Purpose:

Effective communication is an important skill set for all security officers. The ability to understand SOP’s, supervisor’s instructions, client’s needs, and the public risks are critical to the officer’s employment and safety in an emergency. Dealing with complaints or conflict has a direct impact on the smooth running of any security operation and extremely important in an emergency when officers liaise with the emergency services.

Outcome:

Officers have confidence when de-escalating conflict situations. Feedback from officers, clients and the public indicate improved self-control with a positive attitude. Officers are calmer, confident, and have the able to resolve conflict situation with a Win Win objective. Pride in ability + Pride in performance = Everyone’s happy.

Content:

• Understanding the impact of Verbal/non-verbal.
• Understanding this influence of tone, rate, and volume of speech.
• An officer’s attitude must be always positive and focused on a peaceful outcome.
• Officers can attend conflict situations daily and should resolve issues without violence.
• Verbal tactics is a structured, formatted conflict resolution system, to use in that, moment of truth.
• Resilience is the backbone for officers to recover after an aggressive conflict situation.

Module 3 Security Law

Purpose:

All security officers must have a good understanding of the law and its application in their workplace. Failure to comply with the law may result in costly legal fees, loss of license and/or imprisonment. This module empowers the security officer with a better understanding of their obligation when enforcing their clients’ policies and procedures in line with the law. This will include understanding the Private Security Act, breach of the peace, powers of arrest, assault, use of force, trespass, negligence, criminal, and civil law. Your security business is vicariously liable for the actions and emissions of every officer.

Outcome:

This module updates officers in their understanding and application of the law in their workplace. Officers have more confidence and self-esteem which shows in their ability to control secured environment.

Take your business from high risk to low risk.

Contents:

• Understanding the Private Security Act, Crimes Act, OH&S Act, Surveillance Devises Act, Summary Offences Act, Liquor control reform Act.
• Understanding Powers of Arrest, Powers of Search, Use of Force, Trespass, Assault,
• Understand the foreseeable cause and effects of civil law negligence, duty of care, breach of duty.
• Understand your common law rights.
• Vicarious Liability.
• Breach of clients’ contract. Breach of trade practices Act.

Module 4 Phone and Radio Communication

Purpose:

Phone and Radio procedures in all security environments are the heart of all security operations. Understanding, recording, and transmitting the correct information is critical especially in an emergency. The officer must keep calm, speak slowly, and confirm information before transmitting the message. When a security officer communicates to the emergency service, they are expected to know the nature of the emergency, know their location or closest intersection, and give an accurate situation report. Fine details like car registrations require the knowledge of the international phonetic alphabet. The impact could result in first response delays, increase injury or even death.

Outcome:

Officers would be expected to increase their phone/radio etiquette and protocols. Their comprehension, verbal and writing skillset would improve. All officers would improve their ability to prepare and speak to emergency services following the correct protocols and information. The security team would increase their rapport and increase client’s satisfaction.

Contents:

• Phone/radio etiquette, protocols and radio checks, Phonetic alphabet A to Z.
• Customer service and conflict resolution.
• Customer complaints, how to resolve and take ownership.
• Recording major incidents and dealing with emergencies services.
• Logbook, incident reports and maintenance reports.
• Resilience during and after a major incident.

Module 5 Reports, Logs & Register

Purpose:

The recording of incidents in a security operation may have an important role in many criminal and civil investigations. This could be an insurance claim investigation or burglary, theft, robbery, or murder investigation. The security officer’s ability to observe and report events within and around the security operation could be key to winning an important court case. The Private Security Act requires all licensed crowd controllers to enter their details into a crowd control register and all ejections must be recorded. Many complaints from clients and the police, suggests a lack of critical information being entered into a report by the officer who observed the incident.

Outcome:

Security officers that complete this module improve their understanding of incident reporting and increase their attention to detail when taking contemporaneous notes and in the completion of their incident reports. One full 8-hour session provides the best results in this module.

Contents:

• Understand the importance of detailed observation and contemporaneous notes.
• How to do an incident report using heading, body and conclusion.
• Private Security Act Crowd Control Register requirements.
• Clients computer, logs, and reporting e.g. Hospital RiskMan.
• Email etiquette and Computer search rules.
• Police statements, Common Law rights, major incident reports and 48 hours non-reporting after a major incident.

Module 6 Self-Defence

Purpose:

Security officers are often first despondence to violent assaults. The officer is expected to protect the victim and arrest the offender, then hand the offender over to the police. Knowing when to engage and not to engage is critical. Most officers attended a basic short self-defence lesson when they attended their security licensing course. Evidence has shown the self-defence and restraint, and control techniques are forgotten within a year after completing a course. Using unlawful force and restraining an offender could result in assault charges against the officer. There have been many cases in Victoria where offenders have died as a direct result of the officers’ restraining the offender using unlawful techniques. The risk of Work Cover claims, injuries and legal action can be minimised if your officers dothis course. Minimum of 4 hours, best results 8 hours.

Outcome:

Officers will develop the knowledge and skill to use lawful force that is non-violent, no punching, no kicking hospital code grey system. The code grey system has been tried and tested in the hospital code grey violent response teams, developed by security, doctors, nurses and the nurses’ union for over 30 years. This will increase the officer’s confidence and build a strong rapport amongst the security team.

Contents:

• How to stand, step and drag to move in a safe manner.
• How to place your hands in a safe, steady, ready, and defensive position.
• Safe zones and positions to the offender.
• Release from grab and holds.
• Defence from strikes and kicks.
• Restrain offender standing up, on the ground and move in a safe manner.

Extra Self Defence

Programs available:

1. Security Response to Code Black
2. Aged care protection
3. Community home visit nurse self-defence
4. Emergency department aggression management
5. Mental health Aggression Management
6. Verbal Tactics ® and conflict resolution
7. Seclusion room extraction
8. ICE and addictive behaviour awareness.
9. Rapid epidemic response
10. Verbal Tactics ®
11. Soft protection mat ®
12. Hospital Security Code Grey ®
13. Baton and Handcuff
14. Firearms, handgun, and shotgun
15. Active shooter survival
16. Bomb threat.
17. Evacuation procedures and drills
18. Emergency management for major incident

Module 7 Security Supervisor

Purpose:

Your security supervisors are in charge and controlling your staff and client’s facilities. Understanding standard operating procedures (SOP) are a formal guideline for all officers to operate within your security business. In many cases officers never read or understand your SOP’s. Often officer do not understand your client’s risks within their site orders. As a result, if your officers do not uphold your security business contract with your client, may result in criminal and civil legal action against your security business. All sites have a risk assessment conducted before operations begin. Site orders give your officers clear instructions in what their responsible for and correct procedures. If an officer fails to perform these procedures effectively the result could be, unlawful use of force, damage or loss of property, loss of contract or loss of security business license. Your company could be fined by the ACCC under the trade practice Act resulting in public humiliation, brand damage and large financial loss.

Outcome:

Security supervisors are well trained in your business SOP and site orders. Supervisors become site trainers and site experts. Supervisors feel they are fully equipped to carry out their duties, honestly, fairly, and efficiently. Knowing that their officers are performing their duties to their employers and client’s expectations is an extremely rewarding experience. A scene of pride and duty resulting in less turnover of staff and long-term contract.

Contents:

•  Understanding standard operational procedures, must know, need to know and nice to know.
• Officers understanding their site orders.
• Identify site security threats and risks and risk matrix.
• Roles and responsibilities of a security supervisor/trainer.
• Understanding client and supervisor formal and informal instructions.
• Effective handover of information and equipment/liaise with emergency services.

Module 8 Security Manager

Introduction

Purpose:

Most security managers are not trained in the fundamentals of security operations and security equipment. This module includes the definition of security, principles of security, types of security operations, functions of security equipment, CCTV, Access control, gate, fences, lights, document security and their applications in the industry. Security managers who give incorrect advice, may potentially your cause clients and your business to lose money. Understanding patrols, static, armed guard, crowd control, control room, safes, security documents, art, cash in transit and electronic security software/hardware, is essential.

Outcome:

Security managers will have a better understanding of the whole security industry. Up selling products and services will improve. Supplying the correct advice and resources to your clients and understanding the totality of security operations will have a massive improvement to your bottom dollar. Managers will become more aware of their client’s security environment. Managers become more proactive in the protection of property damage by theft, vandalism, water damage and fires. Managers learn more about robbers and burglars and how to become more proactive by preventing armed robberies, burglaries, and theft, which has proven to protect client property and save lives.

Content:

• Definition of security, nothing is 100% secure, what is security? Types of security operations
• Principle of security, mutual support, warning, application, depth, and integrity.
• Types of security hardware, locks, doors, security safes, gates, and fences.
• Electronic security, lights, access control, CCTV, metal detection, boom gates, x ray machines and alarm systems.
• Fire systems, fire panels, fire sprinklers, fire safe and vaults
• Document security. Public, confidential, restricted, secret, top secure and autonomy.

Module 9 Security Operations Managers

Develop and conduct Site Inductions

Purpose:

This module is designed to train Security Operation Managers for inducting new security officers to a client’s site. It is critical that all security officers who work on any site be correctly inducted into that site. Failure to do so could result in high turnover of staff, OH&S breaches and staff not trained to your client’s site expectations. This could lead to injury, loss of contract and criminal or civil action against your security company.

Outcome:

All staff will feel safe and confident when working on your client’s site. Supervisors and managers will have peace of mind that their officers are fully trained to operate knowing they have the knowledge and skillsets to fulfil their roles and responsibilities.

Content:

• Risk Assessment,
• Legal requirements, OH&S,
• Social and cultural considerations, Venue reconnaissance,
• Prepare for interview, Interviewing key stakeholders.
• Develop training resources and training plan.
• Training staff and assess staff competency.

Module 10 Risk Management

Purpose:

This module covers the fundamentals in risk assessment. It provides a basic overview on how to identify your client’s risks and threats. Security managers require specialised skill set to conduct a risk assessment on their client’s premises relating to the security needs. Note: A Certificate IV in Security Risk Management should be the minimum qualifications to commence this work. This module is a basic introduction to risk management for security managers who don’t hold a Certificate IV. It is also a valuable refresher for security managers that hold a Certificate IV in security risk management.

Outcome:

The security risk manager will have the knowledge to develop procedures on how to mitigate risk for their client. Security officers working on your client’s site will have access to well-developed procedures to follow during their shifts. KPI’s can also be developed to ensure officers are maintaining the site orders and contract requirements.

Content:

• Scope of task, consult with key stakeholders, clients, assessing their needs, wants and likes, identifying the key reporting stakeholders.
• Establish the context, identify the risks, analyse the risk, evaluate the risk, treat the risk.
• Monitor and review the implementation of the plan,
• Worksafe crowd control venue code of practice audits
• Write procedure from the risk assessment and the client’s contract.
• Develop KPIs to ensure that the security officers fulfil your client contract expectations.