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Techforce Unarmed Security Guard and Crowd Control Officer Sops

This document outlines policies and procedures for unarmed guards and crowd controllers working for Techforce Security Services in Australia. It details their responsibilities to ensure customer service excellence, safety compliance, and incident management. Key responsibilities include having proper licensing, reporting to supervisors, patrolling areas, managing intoxicated/disorderly patrons, and completing incident reports for issues that arise. Emergency procedures are also covered.

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Aamir Aziz
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453 views4 pages

Techforce Unarmed Security Guard and Crowd Control Officer Sops

This document outlines policies and procedures for unarmed guards and crowd controllers working for Techforce Security Services in Australia. It details their responsibilities to ensure customer service excellence, safety compliance, and incident management. Key responsibilities include having proper licensing, reporting to supervisors, patrolling areas, managing intoxicated/disorderly patrons, and completing incident reports for issues that arise. Emergency procedures are also covered.

Uploaded by

Aamir Aziz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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POLICY & PROCEDURE

UNARMED GUARD & CROWD CONTROL

The Purpose

To ensure all Techforce Security Staff employed in:

Unarmed guards and crowd controllers

Deliver excellence in customer service and ensure the highest level of integrity, diligence
and safety are strictly observed. Australian Legislation, Regulation and relevant Codes of
Conduct are always at the forefront of any security operations role managed by TSS
employees.

Note: All policies are subject to changes in legislation, which may supersede information
outlined in this standard operating procedure.

NOTE: This document must be read in conjunction with Techforce Security Services
Employee Handbook & Code of Conduct.

Policy

UNARMED GUARD AND CROWD CONTROLLERS

Unarmed guards and crowd controllers are engaged to manage planned activity in
corporate, retail, hospitality and licensed venues either within those premises or for clients
at offsite locations, which require the need for additional safety precautions.

Only guards and crowd controllers that who are approved to work in licensed premises by
the Liquor and Gambling Commissioner will be engaged at those venues.

Techforce Security Services will ensure;

• Security guards hold a Current Security Licence and RSA on person.


• Security guards
• Security guards report to and follow the instructions of the Supervisor / Duty manager
at all times.
• Security guards patrol all areas of the premises (or as otherwise directed) looking for
any situation that affect the operation of the premises. Some situations to be aware of
are, but not limited to:
- Intoxicated behaviour
- Disorderly conduct
- Violent or aggressive behaviour
- Obscene or offensive behaviour
- Underage person
- Health and Safety risks

TECHFORCE SECURITY SERVICES AUSTRALIA


ABN: 92 618 881 511 ACN: 618 881 511
PO BOX 306 MOONEE PONDS VIC 3039
M: +61 450 259 952 E: [email protected]
- Medical incidents
- Breaches of Venues regulations
- Duty of care

General Procedures

Techforce Security Guards and Crowd Control staff are to comply with the following:

• Hold a current Security Licence and RSA on person;


• Arrive 10 minutes prior to the commencement of shift to complete administration and
sign on Timesheet;
• Report to Supervisor / Duty manager for assigned duties;
• At completion of shift check with Supervisor / Duty manager (in case required to work
back;
• Make sure premises are empty of customers or patrons at closure. All Unauthorised
people have left (checking toilets etc.).
• Ensure at end of shift, handover is conducted and completion of Timesheet;
• Fill in Incidents Reports.

Incident Management

Intoxicated Persons/Licensed Clubs


• When a guard suspects a person is intoxicated, they should inform the Supervisor/ Duty
manager immediately and the bar staff where applicable. Pubs and nightclubs the
intoxicated patron is asked to leave by the guard.
• Security guards are to assist in the removal of intoxicated patrons as directed by the
Supervisor / Duty manager.
• Follow up as to Responsible Service Alcohol duty of care

Disorderly Conduct
• Security guards shall ask person/s to discontinue their behaviour (depending on the
magnitude of the behaviour the person/s may be asked to leave).
• Supervisor/ Duty manager to be informed.

Violent & Aggressive Behaviour


• Supervisor/ Duty manager to be informed immediately.
• Security guard shall only intervene, if they believe that safety of other customers/ staff is
at risk.
• Incident reports to be completed and provided to Supervisor/ Duty Manager.

Obscene Or Offensive Behaviour


• Ask patron/s to discontinue their behaviour.
• Supervisor/ Duty manager to be informed.

TECHFORCE SECURITY SERVICES AUSTRALIA


ABN: 92 618 881 511 ACN: 618 881 511
PO BOX 306 MOONEE PONDS VIC 3039
M: +61 450 259 952 E: [email protected]
Suspected Underage/Licensed Clubs
• Security guard to request one of three forms of identification (I.D):
1. Photo driver’s license.
2. Passport.
3. R.T.A Proof of age.
• If I.D is insufficient, the Supervisor / Duty manager’s assistance should be requested.
• If no I.D can be presented then the patron should then be asked to leave and the
Supervisor / Duty manager informed.

Health & Safety


• If a security guard suspects a possible Health & safety risk, they should inform the
Supervisor / Duty manager immediately and take required steps to contain or isolate
the risk.

Medical Incidents
• All medical incidents should be reported to the Supervisor / Duty manager immediately
& request assistance.
• Immediate first aid treatment (DRABC) should be applied where applicable.
• Incident reports to be completed.

Breaches To Client Regulations


• Supervisor / Duty manager should be informed of any possible breach of the Clients
entry/use of premises regulations & assistance or direction requested.
• This may include instructions to the guard to notify Emergency Services/Victoria Police
and place a 000 call.
• Any possible breach of the company regulations should be reported to the Techforce
Security Supervisor or relevant Manager within the organization.

Incident Reports:
All security guards involved in incidents such as:
• Use of force.
• Medical situations.
• Violent / serious incidents (fights).
• Refusal/ removal of customers to/from the premises.
Shall complete an incident report.

A copy of the incident report shall be given to the following persons:


• Supervisor / Duty manager (Client/Techforce).
• Operations/Risk/Security/Venue Manager (Client).
• Techforce Security Services Supervisor (direct contact) and/or.
• Techforce Security Services CEO.

EMERGENCY SITUATIONS
Most Venues have a number of procedures for handling emergency situations that the
security guard should be familiar with. In all cases the “Chief Warden” or “Emergency
Controller” is the Supervisor/ Duty manager & all assistance shall be given to this person.

The subsequent procedures should be followed if an incident occurs:

TECHFORCE SECURITY SERVICES AUSTRALIA


ABN: 92 618 881 511 ACN: 618 881 511
PO BOX 306 MOONEE PONDS VIC 3039
M: +61 450 259 952 E: [email protected]
• Emergency • Inform Supervisor / Duty manager
Management • Contact 000
• Bomb threat • Safety first in all incident emergency management:
• Fire emergency - Safety for self
• Protest/ Riots or - Safety for others
Disturbance • If the premises are to be treated as a crime scene,
• Armed Hold-up close area off to protect any evidence.
• Physical/ Sexual Assault • Apply First Aid, comfort any injured/ tend any injured.
• Damage to property • Crime scene handed over when police arrive &
• Theft assistance offered.

Patrol Vehicles
• The employee is responsible for any damages caused to the motor vehicle as a result
of misuse or negligence. This is agreeable if the accident or collision is the fault of the
employee.
• Any damage to the vehicle including mechanical components is to be reported as
soon as possible to the owner and also to report on to the run sheets.
• The employee understands that they are liable and agrees to meet the costs of any
repairs to the vehicle arising from an accident or collision where that the cost is less
than the insurance excess. Where the cost exceeds the insurance excess, the
employee agrees to meet the whole of the insurance excess.
• The employee agrees to meet the costs and points deducted for all traffic
infringements incurred whilst on duty, including Red light camera, Speeding and
Parking tickets and agrees to pay all fines imposed as a result.
• The employee will meet the understanding of restoring the vehicle to a reasonable
condition and residing with a full tank of petrol (money supplied by Techforce Security
Services) before the next shift is available to begin.

Resources

• Private Security Act 2004


Private Security Regulations 2005
• OHS Code of Practice (Lead)

Supporting Documentation (OPERATIONS MANUAL)

• Daily Time Sheet


• Daily Exception Report
• Equipment Sign In/Out Register
• Mobile Phone Usage Register
• Vehicle Usage & Pre-Op Register
• Ad Hoc Security Request Forms
• Escalation & Notification Procedure

TECHFORCE SECURITY SERVICES AUSTRALIA


ABN: 92 618 881 511 ACN: 618 881 511
PO BOX 306 MOONEE PONDS VIC 3039
M: +61 450 259 952 E: [email protected]

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