Standard Operating Procedure Manual - … PRO ALIGN SECURITY.pdfPRO-ALIGN SECURITY INDIA PVT. LTD....
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Standard Operating Procedure Manual
Transcript of Standard Operating Procedure Manual - … PRO ALIGN SECURITY.pdfPRO-ALIGN SECURITY INDIA PVT. LTD....
Standard
Operating
Procedure
Manual
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TABLE OF CONTENTS
SECTION SECTION TITLE PAGE
CHAPTER 1 INTRODUCTION 3
CHAPTER 1.1 PURPOSE AND SCOPE 3
CHAPTER 2 ORGANISATION: NOMENCLATURE AND STRUCTURE 3-4
CHAPTER 3 DEPARTMENTS AND FUNCTIONS 5-7
CHAPTER 4 DEPARTMENTAL REPORTING STRUCTURE 7-8
CHAPTER 5 DEPARTMENTAL ROLES & JOB DESCRIPTIONS 8-10
CHAPTER 6 CODE OF CONDUCT 11
CHAPTER 6.1 PUBLIC CONTACT 11-14
CHAPTER 6.2 UNIFORM, ACCESSORIES AND GROOMING 15-18
CHAPTER 6.3 DUTY SCHEDULE AND FITNESS FOR DUTY 19-20
CHAPTER 7 INDUCTION TRAININGS 20-24
CHAPTER 8 REPORTS 25-27
CHAPTER 9 SOP SECURITY: EMERGENCY PROCEDURES 27-80
CHAPTER 10 FORMS 80-90
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1. INTRODUCTION
SOM Group is a leading Security, Facility, Parking Management and Horticulture Maintenance
Services Provider offering solutions to thousands of delighted customers across the northern
region of India. We operate and maintain large, complex facilities across northern region of
India. We are known as one of the reliable service provider when it comes to security services to
industries, malls, hospitals and corporate parks etc. We have been flawlessly securing various
Malls, Corporate Parks, Industrial Complexes, Commercial and Residential Societies for over a
decade now.
Our housekeeping and horticulture services are finest in the industry by any aspect of industry
norms & standards. With years ‘of experience, we are well placed to design, manage and
deliver a diverse range of comprehensive services and compete in the ultra-modern dynamic
environment of Indian residential and commercial living spaces.
1.1 Purpose and Scope
The purpose of this manual is to establish standard operating procedures (SOP) for respective
departments and place into effect all controls required to safeguard, maintain and manage (as
per the contract) the properties of our clients in accordance with the industry best practices.
These SOPs apply to all SOM Group designated authorities / employees / personnel and are
used to safeguard all information released to or generated by SOM in the course of contract
performance.
This document is applicable to all commercial contracts between SOM and its clients.
2. ORGANISATION: NOMENCLATURE AND STRUCTURE
NOMENCLATURE:
Department
The operational unit / team of the SOM Group directly charged with providing respective
security / parking / facility management / horticulture maintenance services is formally
designated as the DEPARTMENT.
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Designated Authority
Any person who is or was working in the organization in the capacity of founder, director,
management committee member, or member of leadership team.
Employee
An individual who is working part-time or full-time under a contract of employment with the
organization and has recognized rights and duties.
Personnel
People working in the organization and assigned to any of the departments to perform the
frontline jobs of the respective department.
GROUP ESCALATION MATRIX:
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3. DEPARTMENTS AND FUNCTIONS
SECURITY SERVICES
The private security industry has assumed a more critical role in recent years. With the
exponential growth of the Indian economy over the last two decades, the need for security
arrangements of industrial complexes, offices, IT parks and other public infrastructures such as
airports, metro stations, shopping malls and public utilities has grown manifold. In order to meet
this demand, the industry has significantly scaled its operational capabilities to supplement
government machinery towards maintaining safety and security of citizens and their assets.
We are being one of the leading security services players in the industry operating across
northern region of India. We offer Security Consultancy & Security Management service and we
provide clients a safe and secure environment for their people and property. We do this by using
modern security management techniques for an Integrated Security Solution with cost effective
options.
Our teams of security experts have vast experience to design a Total Integrated Security Solution
to meet all requirements, or address any particular issue relevant to the assignment. The services
that we offer are:
1. Analysis of existing and future threats to assets and review measures to protect them and
mitigate liability
2. Take on turn-key projects, i.e. assess, design, procure, deploy/install and run the security
systems in the organization as per written procedures and best practices
3. Advise and devise Safety, Security and Loss Prevention procedures
4. Carry out Quantified Security Audits
5. Assist management to formulate/upgrade:
a) Crisis Management Procedures
b) Emergency Response Procedures & mechanisms
c) Disaster Management
d) Business Continuity Plans
e) Security, Safety, Health and Environment (SSHE) Manuals
f) Electronic Security Measures
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FACILITY MANAGEMENT
Our dedicated FACILITY MANAGEMENT TEAM advises on and provides commercial and
residential facilities management services to commercial spaces, business parks, retail spaces,
hospitals, malls and housing societies etc.
Our clients trust us to proactively manage their property assets while identifying innovative
methods to improve their operations, drive down costs, maximize profitability and provide a safe
and productive living and working environment. Our FM department advises on
1 Fire, health and safety requirements
2 Building management
3 Flexible help-desk services and emergency response
4 Preparation and maintenance of annual risk assessments
5 Preparation and tracking of planned, preventative maintenance
6 Procurement and management of hard and soft facilities service
7 Security & safety services.
PARKING MANAGEMENT
The Parking Management & Control Department has been established for the management
and enforcement of smooth parking system at our clients’ facilities. This Department has been
assigned designated properties and locations within the specific parking lots of our clients’
properties. This manual will further address the operations and functions of the Parking
Management & Control Department and will be utilized by personnel assigned to the Parking
Control Department. The policies, procedures and guidelines for processing the violation of
parking systems are outlined in specific detail and serve to establish a consistent mode of
operation.
The Manager or XXXXXXX or The XXXXXXX Designee has the authority to issue, amend and
approve any written directive applicable to this manual.
HORTICULTURE AND LANDSCAPE MAINTAINANCE
Our horticulture & landscape maintenance division offers premiere full-service landscaping and
horticulture solutions and serves commercial and residential clients throughout northern India.
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With more than 10 years of experience in the landscape installation and grounds maintenance
industry, we have the expertise and resources to meet the unique and changing needs of our
clients. Our staff comprises of turf specialists, horticulturalists, design experts, architects and
operation managers. The team is dedicated to deliver the highest-quality services in a timely
and cost effective manner.
Our design team works closely with the clients to create a landscape that complements and
accentuates their property’s style and special features.
We evaluate your property for proper drainage and runoff, and formulate a remediation
plan to correct water-management problems.
We work with your existing survey to develop a grading plan.
A licensed architect creates a master site plan providing you with a clear definition of
the "big picture" and the steps needed to complete it.
A certified horticulturist determines the best plants for your location and soil conditions,
and recommends selections from hundreds of plant species and varieties.
Standard Operating Procedures (SOPs) have been prepared for all activities conducted that
have the potential to impact the landscape, soil, plants and the overall ambience of the space.
One of the primary goals of these SOPs is to provide time-tested, generally accepted routine
procedures that minimize the potential for release of pollutants during the performance of
specific activities.
The procedures further mentioned in this SOP manual are critical steps that must be followed
during routine landscaping activities within the clients’ open green areas by SOM employees
and associated contractors.
4. DEPARTMENTAL REPORTING STRUCTURE
Chain-of-Command
Departmental personnel will report to the departmental supervisor, who will report to the site
manager. Respective site manager will report to respective CRM, who in turn will report to the
Departmental DGM, who reports to Group Vice President who, in turn, reports to the Director of
the organization.
Use of chain-of-command is mandatory. Officers will receive both standing orders and ad hoc
directives from direct-line supervisory personnel in this chain-of command and from no one else.
The only exception is in the case of emergency.
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SECURITY ESCALATION MATRIX
5. DEPARTMENTAL ROLES AND JOB DESCRIPTION
SECURITY DIVISION ROLES & JOB DESCRIPTION
SECURITY GUARD:
A Security Guard in the Private Security Sector form the first level of defense, who notices and
encounters threats and risks that are detrimental to life, property and premises. Security Guard is
responsible for monitoring premises and property through physical presence and by using
security and protection systems.
Brief Job Description: The primary role of the Unarmed Security Guard entails guarding
designated premises and people by manning the first tier of protection aided by appropriate
security devices/equipment. The core responsibility includes guarding against theft, criminal acts,
emergencies, fire and other contingencies.
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Personal Attributes: An Unarmed Security Guard needs to bear a good moral character,
pleasing deportment, healthy habits and good grooming in addition to being physically fit,
mentally robust, intelligent, committed and proficient.
Unarmed Security Guard needs to be alert, calm and confident and maintain a personal
demeanour that helps him/her to control situations effectively using personal initiative. The role
requires effective communication. The Guard’s presence needs to generate confidence in
perilous situations.
ARMED SECURITY GUARD:
An Armed Security Guard in the Private Security Sector form the first level of defense, who
notices and encounters threats and risks that are detrimental to life, property and premises.
Armed Security Guard is responsible for monitoring premises and property through physical
presence and by using security and protection systems.
Brief Job Description: The primary role of the Armed Security Guard entails guarding designated
premises and people by manning the first tier of protection aided by appropriate security
devices/equipment. The core responsibility includes guarding against theft, criminal acts,
emergencies, fire and other contingencies.
Personal Attributes: An armed Security Guard needs to bear a good moral character, pleasing
deportment, healthy habits and good grooming in addition to being physically fit, mentally
robust, intelligent, committed and proficient.
SECURITY SUPERVISOR:
A Security Supervisor in the Private Security Sector is the first executive, who apart from his own
duties has operational and administrative responsibilities towards a security unit comprising upto
15 unarmed and armed security guards.
Brief Job Description: Security Supervisors take over a shift and organizes guarding duties as per
organizational procedure and instructions from superiors. They are responsible for deployment of
manpower and resources optimally. They allot duties to individuals and supervise their work.
Supervisors also carry out security documentation, report security incidents to designated
superior and agencies like police, fire and medical, as the case may be.
Personal Attributes: Security Supervisors should be physically fit, mentally alert, educated and
capable of handling subordinates. They should possess good communication skills. A supervisor
should be able to set personal examples and motivate his/ her security unit. In emergencies, a
supervisor should take initiative and get assistance from other agencies to control the situation.
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SECURITY OFFICER (SO)
A Security officer in the Private Security Sector is a manager, who apart from his own duties has
operational and administrative responsibilities towards a security unit.
Brief Job Description: SOs organize security as per organizational procedure and site instructions.
They are responsible for deployment and utilization of manpower and resources and managing
security operations. They organize security unit’s guarding operations, training and response to
emergencies. Reporting and documentation of operations and incidents, training and
administration of personnel and maintaining liaison with stakeholders are the important tasks of
security officers.
Personal Attributes: SOs should be intelligent, educated, physically fit, mentally alert and
capable of managing security personnel, equipment and operations independently. They
should possess good communication skills and be able to set personal example to motivate their
subordinates. In emergencies, a Security Officer should use initiative and get assistance from
other agencies to control the situation.
CCTV OPERATOR:
A CCTV Operator in the Private Security Sector is an important job-role. He/she provides
protection against threats and risks through surveillance and early warning. As threat and risks to
modern living and businesses multiply, the requirement of CCTV surveillance systems and their
operators is also increasing. Nowadays, most of the commercial and industrial deployments are
equipped with such systems.
Brief Job Description: A CCTV Operator needs to know the basics of private security, supervision
of security unit operations and spectrum of threats and risks to security and safety. CCTV
Operator observes designated premises through CCTV systems; pick up early indications of
problems pertaining to security and safety and respond appropriately by alerting various
agencies.
Personal Attributes: CCTV Supervisors should be well-versed with the private security operations
and have basic technical aptitude. Proficiency in communication and keen observation would
help in thwarting threat and risks to life, property and premises.
An Armed Security Guard needs to be alert, calm and confident and maintain a personal
demeanour that helps him/her to control situations effectively using personal initiative. The role
requires effective communication. The Guard’s presence needs to generate confidence in
perilous situations.
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6. CODE OF CONDUCT
RESPECT FOR CHAIN OF COMMAND
Unity of Purpose
The administration and operation of any department shall not be subject to division or to
expressions of contempt. Officers, therefore, shall not dispute or disagree publicly with the
directives and decisions of supervisory personnel or the policies and regulations of the
department or client.
Superordinate shall sustain and support subordinates when the latter act in good faith in
performing their duties; and superordinate shall not belittle or refuse assistance to subordinates
when a request is made in good faith concerning efficiency or improvement of services or
performance of the Security Department or its personnel.
Representation
The supervisor serves as representative of and advocate for his respective department in
interactions with the departmental DGM and the Director of Respective Department serves in a
similar capacity in interactions with XXXXXXXXX.
Disciplinary Action
No supervisor shall impose disciplinary action or make disciplinary assignments unless such action
or assignment is part of a disciplinary decision made by proper authority in compliance with the
clients's disciplinary measures and procedures or the HOD.
6.1 PUBLIC CONTACT
Demeanour
Security officers shall be visible but not obtrusive.
Officers shall be courteous in the performance of their duties, shall exercise patience and
discretion, and shall not engage in argumentative discussions regardless of provocation.
Officers shall not use coarse, violent, profane, insolent or sarcastic language or gestures and
shall not express or by word or deed indicate prejudice concerning race, religion, politics,
national origin, age, lifestyle, or other personal or group characteristics.
Security officers must realize that their highly visible public position carries special responsibilities
and that the uniforms they wear grant them no privilege to be abusive or vindictive in executing
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their duties. Security officers shall be firm but courteous with all persons, respectful toward
superordinates, and diligent but fair in the performance of their duties.
Requests and Complaints
When someone asks for assistance, registers a complaint, or makes a report either by telephone
or in person, officers shall obtain all pertinent information in an efficient, courteous manner and
shall act upon these matters promptly, judiciously, and in accordance with client and
departmental procedures.
Officers shall not attempt to dissuade anyone from lodging a complaint against any officer, the
department, the client, or any employee of the client. Complaints shall be recorded and
forwarded to the supervisor.
Conformance to Laws and Regulations
Security officers shall obey all laws of the local jurisdiction in which the officer is present.
Conviction of violation of any law shall constitute prima facie evidence of a violation of the rules
of conduct for security officers.
Officers shall not commit any act or omit any act that constitutes a violation of law, a violation of
any rules or regulations, or a violation of any legitimate directives or orders issued through proper
chain of command.
Public Statements and Appearances
Officers shall not address public gatherings, publish written materials, act as correspondents to
news media, release or divulge information about the client or the department or in any way
represent himself or herself as spokesperson for the client or department without prior permission
from proper authority.
Neglect of Duty
Officers shall not engage in any activity or personal business that interferes with the performance
of their duties or causes them to neglect or be unattentative to their duties.
Leaving Duty Post
Officers shall not leave the assigned area during their duty shifts for food or their meals. Food
must be brought and consumed on campus unless so directed by a supervisor.
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Sleeping on Duty
Officers shall remain awake and alert on duty. Officers who are unable to do so shall report to
their supervisor, who shall determine the proper courses of action. Officers found to be sleeping
on duty shall be subject to disciplinary action.
Use of Tobacco
Officers may smoke tobacco when in uniform provided they are not engaged in traffic direction
or control or are not engaged in direct contact with the public (except during meal breaks) and
provided they adhere to client’s smoking regulations Use of chewing tobacco or dipping snuff
while on duty is prohibited.
Use of Alcohol
Officers shall not possess or use alcoholic beverages while on duty or when in uniform. The odor
of an alcoholic beverage on a security officer's breath or clothing shall be prima facie evidence
that the officer is unfit for duty and subject to disciplinary action.
Possession and use of Drugs
Officers shall not possess or use any controlled substances, drugs, narcotics, or hallucinogens
except those prescribed by a physician. When such substances are prescribed, officers shall
notify their coordinator prior to beginning their tour of duty. Should the coordinator determine
an officer to be incapacitated, unfit to operate a motor vehicle, or otherwise unable to perform
security duties, the supervisor shall place the officer on sick leave until a further determination of
action can be made by the coordinator, who shall do so by consulting the officer's attending
physician.
Political Activity
Security officers when on duty or in uniform shall not engage in political activity on behalf of or
against his employer or the client’s organization.
Personal Correspondence
Departmental personnel shall not use departmental or client’s letterhead or other stationary for
private correspondence.
Use of Position to Gain Privileges
Departmental personnel shall not use their official positions or employment with the client to
secure unwarranted privileges or exemptions for themselves or others, nor shall they give the
appearance of doing so.
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Reward for Services
Departmental personnel shall not seek or accept any money, gift, gratuity, reward, or additional
compensation for any service rendered or for injury, damage, or expense incurred in the line of
duty except by filing a formal requisition through the defined chain of command.
Respect for Notices
Departmental personnel shall not deface or alter in any way any notice posted by the
department or the client. No notice of a derogatory nature shall be posted at any time.
Radio Discipline
Departmental personnel operating radio equipment shall limit communications to official
business and shall observe proper radio etiquette, as well as any applicable local, state, and
government policies and regulations for proper radio conduct.
Visibility
Patrol officers while on duty shall not sequester themselves, nor shall they conceal themselves
except when assigned to do so, for security purposes. Security officers shall be immediately and
readily available to the public during duty hours.
Gambling
Security officers shall not engage in any games of chance or other gambling activities, legal or
otherwise, while on duty or in uniform.
Locked Cars
Security officers shall not use or lend the use of a Lock-Jok, Slim Jim, or other manufactured or
makeshift device (such as a coat hanger) to unlock a car door. In the event of inclement
weather or other adverse conditions, security officers shall attempt to find safe shelter for such
persons to use as a waiting area until help arrives.
Dead Batteries
Security officers shall not use or lend the use of jumper cables to staff, or visitors to start their
vehicles. In the event of inclement weather or other adverse conditions, security officers shall
attempt to find safe shelter for such persons to use as a waiting area until help arrives.
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6.2 UNIFORM, ACCESSORIES AND GROOMING:
Uniforms, and accessories furnished by the department or client to security officers are the
responsibility of each individual officer. Damage or wear incurred in the line of duty shall be
corrected at the expense of the department or client (as the case may be). Damage resulting
from an individual officer's improper use, negligence, or abuse shall be repaired at the expense
of the individual officer.
Notification of Damage
All officers shall, without delay, bring the need for replacement or repair of equipment, uniforms,
and other property to the attention of the Supervisor. Such notification shall be in writing, using
the Department Incident Form, stating clearly the reason that replacement or repair is needed.
Surrender of Property
Departmental personnel shall surrender all departmental or client property in their possession
upon separation from the department or upon order of the coordinator. Failure to return non
expendable items may obligate the person to reimburse the department or clients (as the case
may be) for the fair market value of such items.
Uniforms and Personal Equipment
Uniforms for security officers consist of the following standard issues:
Headgear: (none, except in inclement weather (black or navy blue with no logos)
Department issued only.
Shirts: white, long sleeve or short sleeve
Trousers: ankle length, blue
Belt: black, non-departmental issue
Security badge
Security windbreaker / jacket winter jacket: departmental issued, blue Shoes shall be
plain and black, either low-quarter, ankle length, or boot length. Socks shall be either
black or dark blue. Shoes shall be in good repair and polished when officers report to
duty.
Uniforms for security supervisors consist of the following standard issues:
Shirt: Sky Blue.
Pant: Navy Blue with side pockets.
Lanyard: Blue.
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Belt: Black.
Commando Cap with Company Logo: Blue
Safety Boots Steel Toe: Black
Socks: Blue Cotton
ID Card with yo yo: Company Branded.
Baton: Company Branded.
Tie: Company Branded Tie (With Red & Blue Strips)
Sweater: Blue (Winter Uniform)
Appellate: Blue or Golden Strips for Guard + 2 Stars with Company Logo.
Jacket: Blue (Winter Uniform)
Long Overcoat: Blue (Winter Uniform)
Raincoats: Blue (Monsoon)
Umbrella: Black
Hand Gloves: White (Special Occasions)
Name Plate: Silver
Ceremonial Dress: Company Branded (Special Occasions)
Torch: Company Branded (Basement Locations)
Pen/Notepad: Common
Belt: Black
Uniforms for security guard consist of the following standard issues:
Shirt: Sky Blue.
Pant: Navy Blue with side pockets.
Lanyard: Blue.
Belt: Black.
Commando Cap with Company Logo: Blue
Safety Boots Steel Toe: Black
Socks: Blue Cotton
ID Card with yo yo: Company Branded.
Baton: Company Branded.
Tie: Company Branded Tie (With Red & Blue Strips)
Sweater: Blue (Winter Uniform)
Appellate: Blue or Golden Strips for Guard.
Jacket: Blue (Winter Uniform)
Long Overcoat: Blue (Winter Uniform)
Raincoats: Blue (Monsoon)
Umbrella: Black
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Hand Gloves: White (Special Occasions)
Name Plate: Silver
Ceremonial Dress: Company Branded (Special Occasions)
Torch: Company Branded (Basement Locations)
Pen/Notepad: Common
Belt: Black
Personal equipment, considered as part of the uniform, consists of the following standard issue:
Flashlight: Stream light rechargeable flashlights mounted in patrol vehicles; officers may,
at their option and their own expense, carry minilights.
Handcuffs and case: handcuffs may only be used as a last resort for detainment when
all other means to control a dangerous or violent person have been exhausted.
Badge: Departmental issue only.
ID card: An employee identification card.
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Personal Grooming
All officers, male and female, will report for duty properly groomed, with particular attention to
the following:
a. Neat Haircut: The haircut and style needs to be neat and presentable.
b. Facial Hair: Facial hair like beard and mustaches are considered provided they are neat and
well-trimmed. Officers with partial growth (i.e. stubble) or without neat and well-trimmed facial
hair are not acceptable.
c. Jewelry: Bracelets, earrings, and necklaces are not worn while on duty; medical bracelets, a
watch, a wedding band, and one other ring may be worn while on duty.
Patrol Vehicle
Company shall maintain in good repair the patrol vehicle for the Security Department.
Equipment
a. Two-way radios,
b. Stream light flashlight
c. Any other equipment that may be authorized by the Security Supervisor and approved by the
DGM.
Inspection of Patrol Vehicles
Each officer shall inspect the patrol vehicle, both interior and exterior, prior to placing the
vehicle in operation. Any damage or uncleanliness shall be orally reported immediately to the
supervisor.
Operation of Vehicles
Officers shall operate patrol vehicles in a careful, prudent manner and shall obey all laws and or
departmental orders regarding their operation. Loss or suspension of a driver's license shall be
immediately reported to the supervisor or DGM. No officer who does not possess a valid driver's
license may operate the vehicle, either in assigned area or otherwise.
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6.2 DUTY SCHEDULE AND FITNESS FOR DUTY
Reporting for Duty
Officers shall report for duty at the assigned time and place and shall be physically and mentally
fit to perform duties. They shall be in complete and proper uniform, shall be properly equipped,
and shall be fully aware of all information required for performance of duty so that they may
immediately assume their assignments.
Fitness and Unsatisfactory Performance
Officers shall maintain physical and mental competency to perform their duties properly and
execute the responsibilities of their positions. Unsatisfactory performance shall include, but shall
not be limited to, lack of knowledge of the application of laws, rules, and regulations;
unwillingness or inability to perform assigned tasks; failure to conform to work standards; failure to
take appropriate action within their realm of responsibility; absence without leave; disorderly
behavior or misconduct on duty; or repeated infractions of rules, regulations, or directives.
Notification of Illness or Injury
Officers unable to report for work due to illness or injury and officers injured on duty shall comply
with standard procedure of informing the supervisor about such problems.
Meals
Officers shall be permitted to suspend patrol or other routine activities for meals, subject to
immediate call at all times. Officers may take their meals in the departmental office, client’s
cafeteria, or in any facility serving food within the confines of the campus grounds.
Holidays
Security coverage on holidays is scheduled by the Security Supervisor. Any conflicts not
resolvable by the Supervisor are referred to the DGM. Pay for working holidays is governed by
company HR policy.
Vacation
Vacations are scheduled by the Security Supervisor. Any conflicts not resolvable by the
Supervisor are referred to the DGM.
Leaves
Sick leave, personal days, and other absences are governed by the company HR policy.
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Overtime
Overtime assignments are scheduled by the Security Supervisor. Any conflicts not resolvable by
the Supervisor are referred to the DGM. Overtime pay is governed by company HR policy.
7. INDUCTION TRAININGS
Employee training is the responsibility of the organization. Employee development is a shared
responsibility of management and the individual employee. The responsibility of management is
to provide the right resources and an environment that supports the growth and development
needs of the individual employee. We at SOM GROUP emphasize on right and timely training
because we believe that our organization can only grow if our people grow and deliver the
expected. This belief makes enables us to maintain regular training calendar for our employees
and new joinee.
We invest a lot of our resources in Induction training for that the first and the most important
training for the employee to understand the organization, its culture, his own capabilities and
organization’s expectation from him. Our induction training for the Guards/Supervisors are
basically conducted into four modules.
MODULE 1
General Familiarization
Company Overview.
Our Web Site
Joining Process
Employee Benefits and Entitlements
Our Clients
What is Security?
Role of Security in Today’s Environment.
Meaning Of Security.
MODULE 2
Duties and responsibilities of a Security Patrolling
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Access control
Searching
Security and emergency systems
Fire awareness and dealing with emergencies
Health and safety at work
The law, crime scene preservation and evidence
Customer care skills
Communication skills and reporting
Equal opportunities, discrimination (racial, sexual, disability, harassment)
Avoiding conflict and reducing risk (role play scenario)
Defusing conflict (role play scenario)
Resolving conflict
Post incident considerations and learning from conflict
Customer care
Assignment security duties
Appearance, attitude and conduct
Legal restriction on arrest, search and seizure
Detection, control and reporting of fires
Use of portable firefighting equipment
Basic report writing and verbal communications
Procedures to be used to notify the police of criminal activity or emergency
Control Room Operations
Safe Child lost child procedure
MODULE 3
Security Guard Training
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Safety Awareness
Fire Fighting
First Aid
Safety Evacuation
Electronic Systems
Protection for Women
Drill movements at regular intervals Services
Firefighting and first-aid methods
Gate duties
Ensuring proper documentation at the gate or reception
Basic telephone duties and mannerisms
Good and friendly conduct with staff and visitors
Escorting the VIPs
Search and frisking of persons
Personal hygiene and essential housekeeping
Control of men and material at entry and exit points
Issue of passes and checking of ID cards
Telephone manning
Liaison with the police, fire brigade station Training
Patrolling of premises and dwelling units
Source of theft and pilferage
Once the basic training is finished, the security guards undergo the specific on the job
training which includes the following
Operation of lifts, generators, ATMs, machines etc.
House-keeping duties
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Fire fighting
Traffic control and management during events and parties.
MODULE 4
Daily muster roll
Daily occurrence book
Daily report book Training
Duty individual card
Attendance sheet
Visitor's register
Vehicle movement register
In/out register
Log Book
Incident Register
TRAINING ON SECURITY EQUIPMENT USAGE AND HANDLING.
RT (Radio Talkie) Set:
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HHMD (Hand Held Metal Detector):
DFMD (Door Frame Metal Detector):
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8. REPORTS
Timeliness and Completeness of Reports
Officers shall submit all reports on time and in accordance with established procedures. Reports
shall be truthful and complete. No officer shall knowingly enter any inaccurate, false, or
improper information in any report, oral or written.
Reporting Internal Violations
Security officers shall report to their coordinator any and all information that comes to their
attention indicating or suggesting that any member of the department has violated or intends to
violate any law, rule, regulation, or directive. The supervisor may direct the reporting officer to
submit a written report or to keep the matter confidential to allow the supervisor to consult with
superordinate.
Investigation of Alleged Misconduct
Internal investigations, under the supervision of the Director of Facilities Management, shall be
conducted whenever criticisms or complaints are made against the department or its personnel
regarding alleged misconduct, harassment, intimidation, discourtesy, or any other behaviour
potentially in violation of law or client’s regulations or procedures. Investigations of cases that
might result in criminal prosecution shall honour those rights accorded to all citizens of the
country in such circumstances. If evidence supporting a criminal complaint is found, the
investigation shall be directed to the Police department that has jurisdiction over the campus.
Accident Investigations
Any on-campus vehicle accident shall be investigated by the Police department that has
jurisdiction over the campus. Any on-campus auto accident involving any employee and a
non-employee (including visitors) shall be investigated by the same agency.
Internal Accidents Involving Patrol Vehicles
Officers involved in patrol-vehicle accidents with other vehicles or with vehicles shall
immediately notify their supervisor and file a written report. The supervisor shall arrange for an
investigation. Accidents involving the supervisor shall be first investigated by the Director or, at
his discretion, by the Police. (See also Section 3.5.4)
Incident Investigations and Reports
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All unusual incidents, irregularities, or suspicious incidents shall be reported and a log entry made.
Examples include, but are not limited to, injuries, damage to client’s property, suspicious persons
or vehicles, and faculty or other client’s employees on campus or in buildings after hours who
have not registered with the Security Department.
While the Security Department is prohibited from conducting criminal investigations, it shall be
responsible for securing information on incidents of loss, vandalism, injury, and potential or actual
hazards on campus property.
Interviewing
Upon report or discovery of theft, injury, vandalism, etc., the Security officer receiving the report
or making the initial discovery shall be responsible for interviewing staff and others concerning
the incident, unless otherwise directed by the coordinator.
Filing Reports
The officer making inquiries regarding on-campus incidents shall be responsible for submitting a
written Incident Report containing the names of individuals interviewed; dates, times, and
locations of interviews; information acquired; and the relationship, if any, to other similar
incidents.
Suspicious Incidents and Infractions
Security officers shall prepare Incident Reports on all matters commonly accepted as "suspicious"
or infractions of regulations and procedures. Examples include, but are not limited to,
unauthorized persons found on campus after normal closing; vehicles left unattended on client’s
property for extended periods of time; restricted areas or other facilities without authorization or
without having logged in with the Security Department; facilities found unsecured that previously
had been secured; and unattended equipment left in a hazardous state (such as electrical
equipment not switched off).
Hazardous Conditions
Security officers shall be responsible for reporting any condition or hazard to the general health,
safety, and welfare of the client. Verbal notification of such conditions shall not normally be
sufficient of itself and shall be followed by a written report. Examples of such conditions include,
but, are not limited to, trees or shrubbery blocking vision or signage; spills, debris, or other
conditions (such as icy walkways) that might cause falls or other injuries; water leakage or
accumulation that might jeopardize electrical systems or cause damage to client property;
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broken or low-hanging limbs that might impede vehicle or pedestrian traffic or might fall and
injure individuals or damage property.
9. SOP SECURITY: EMERGENCY PROCEDURES
The following outlines the broad emergency procedures at the time of critical emergencies. It is
important to always note that one of the attending Emergency Services Officers will usually take
control of an emergency/crisis/issue.
Guide to the Function of the Emergency Services and the Interaction with Key Utilities
Police
The police are the relevant emergency service for emergency incidents involving Civil
Disturbance/Demonstration/Disobedience, Criminal Behaviour (where injury or personal harm is
caused or threatened) and in some cases where a rescue is to be performed. In most
emergency incidents the Police will ensure the safety of personnel as well as the safe movement
of emergency vehicles and equipment.
Where there is more than one emergency service involved in the emergency, the Police may
assume overall control and/or provide co-ordination and assistance to the other emergency
services involved in the emergency.
In a circumstance where a Bomb Threat is received, the Police (and other law enforcement
authorities) may be less likely to identify what could be suspect parcel, package or thing. In
these circumstances the Police may assist occupants but often will not be able to take control
until the suspect item or person is identified.
Fire Service
Where there is a fire, or the risk of fire occurring, and in some case where a rescue has to be
performed, the Fire Service is the relevant emergency service and will take the action necessary
to safeguard life, property and the environment.
The Fire Service can arrange for the interruption, shutdown or disconnection of water, electricity,
gas and other services to the retail center or to adjacent buildings if required to protect life,
property or the environment.
When the Fire Service arrives, the senior attending Fire Officer may request the emergency
officer to:
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Advise what action has been initiated by them
Commence evacuation if not commenced
Place the facility under the Fire Service’s control to expedite occupant movement.
The senior attending Fire Officer will advise the Chief emergency officer when it is safe to re-
occupy the facility.
NB: The emergency officer must obtain clearance from the Senior attending Fire Officer
before allowing any person to re-enter the premises after an emergency.
The Fire Services usually includes the management of the Hazardous Chemical/Materials Unit.
This is a special additional capability that will attend an incident where a chemical, biological or
radiological medium is involved. Their advice and direction should be followed implicitly.
Disaster Management Authority
The State Disaster Management Authority is the relevant emergency service for emergencies
that include floods, rescues, searches and other natural disaster support for the community. The
Authority may provide a support role to the Fire Service or the Police in an emergency.
Ambulance Service
Where there is a medical emergency and in some cases where a rescue has to be performed,
the Ambulance Service is the relevant emergency service and will take the action necessary to
safeguard life.
Activities that the Ambulance Service may undertake include:
Emergency response to patients with sudden illness and injury;
Pre-hospital patient care;
Specialized transport services;
Stand-by at emergency incidents;
Co-ordination of aero-medical services;
Planning for and coordination of multi-casualty events and disasters;
STANDARD OPERATING PROCEDURES DURING EMERGENCIES
Earthquake
SIESMIC ZONES OF INDIA
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OBJECTIVE: To establish a Rescue procedure for Earthquake eventualities.
POLICY: Ensure Safe Rescue Operations during Earthquake.
RESPONSIBILITY: Rescue Team / Employees / Occupants/control room management.
PROCEDURE: Earthquake is a natural phenomenon with the risk of future events and hence
uncertain losses. The Effects/impacts of earthquakes involves Shaking and ground rupture,
Landslides and avalanches, Fires, Soil liquefaction, Tsunamis, Human impacts. The risk of
earthquake will be analyzed with three component i.e. threat, vulnerability and criticality
depending upon the prevailing seismic zone effective for that area. Following action will be
taken by security staff if the earthquake occurs:
Security staff will try to maintain the situation by reassuring people stuck in the incident.
If people are indoors, security staff should immediately help them move to a safe place.
Ask people to move under a desk, table, or work bench if possible. Ask people to stand
in an interior doorway or in the corner of a room. Watch out for falling debris or tall
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furniture. Ensure that people stay away from windows and heavy objects (such as
refrigerators and machinery) that may topple or slide across the floor.
Security staff will start evacuation of building (after receiving the instructions from the
building control room) to assembly area as per the exit map of the building/premises.
Security staff ought to ensure a smooth exit, since stairways may be broken and jammed
with people. Power for elevators may fail and stop operating.
Security staff should people outdoors to get into an open identified assembly area, away
from buildings and power lines.
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PRECAUTIONS TO BE TAKEN AFTER AN EARTHQUAKE
When the shaking stops, there may be considerable damage and people may be
injured. Take care of people who are injured, provide emergency first aid and arrange
for medical aid at the earliest.
The first concern should be for those who are hurt, and the next concern should to
prevent fires or control/extinguish fires if any.
Check for fires and fire hazards. Put out fires immediately and inform fire brigade.
Shut off electricity if there is any chance of damage to wiring.
Shut off water mains if breakage has occurred. In due time, report utility damage to the
utility companies and follow their instructions.
Do not light matches, or use any open flames, or turn on electrical switches or
appliances, until you are certain there are no gas leaks.
Do not touch power lines, electric wiring, or objects in contact with them.
Be certain that sewer lines are not broken before resuming regular use of restroom areas.
Clean up, and warn others of any spilled material that is dangerous, such as chemicals,
gasoline, etc.
Listen to the radio for information about the earthquake and disaster procedures.
Be prepared for aftershocks. They often do additional damage to buildings weakened
by the main quake.
Use great caution when entering or moving about in a damaged building. Collapses can
occur without warning, and there may be dangers from gas leaks, electrical wiring,
broken glass, etc.
There are no rules that can eliminate all earthquake dangers. However, damage and injury can
be greatly reduced by following the guidelines contained in these procedures.
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Severe Weather Conditions
OBJECTIVE: To establish a procedure for rigorous Weather condition operation.
POLICY: Effective Precautions for abrupt weather conditions.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE: In general, there are two types of unusual weather conditions which may occur
and for which extraordinary precautions should be taken:
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SEVERE THUNDERSTORM ACTIVITY
The local weather service will issue advisories predicting areas of probable severe thunderstorm
activity and the estimated duration of such activity
Move away from exterior of building to the elevator lobby or an interior room without
windows like Toilets.
Report any damage or storm related leaks to the Helpdesk/ Property Management
Office as time and conditions allow, take reasonable and necessary precautions to
protect equipment and any other business property that could be affected by any such
damage and/or storm related leaks as this responsibility rests with you, the tenant.
EVACUATION PROCEDURES:
When determined necessary by the Building Management Office:
Follow the instructions and advice of the emergency personnel.
Use extreme caution and mindful of fallen debris when exiting the building.
Stay away from fallen or damaged electric wires. DO NOT touch them.
Emergency Response: Severe Weather
OBJECTIVE: To establish a procedure for negotiating with the adverse working conditions due to
rigorous Weather condition i.e. cyclones, thunderstorm, tsunami etc.
POLICY: Effective Precautions for abrupt weather conditions.
RESPONSIBILITY: Management Team, Security Team and Tenants.
PROCEDURE:
In general, there are two types of unusual weather conditions which may occur and for which
extraordinary precautions required to be taken:
SEVERE THUNDERSTORM ACTIVITY
The local meteorological department will issue advisories predicting areas of probable severe
thunderstorm activity and the estimated duration of such activity. Management/Security
services and Tenants will take note of this prediction which can be announced by the MET
Authorities through TVs, Radios and local audio announcements. Following actions will be
initiated to avoid loss to property and mankind:
Move away from exterior of building to the elevator lobby or an interior room without
windows.
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Report any damage or storm related leaks to the Management Office. As time and
conditions allow, take reasonable and necessary precautions to protect equipment and
any other business property that could be affected by any such damage and/or storm
related leaks as this responsibility rests with you, the tenant.
Ensure that all electronic equipment which have tendency of effects due to heavy surge
and lightning effect are shutdown unless you are sure that lightning and surge protection
system for your equipment is capable to sustain such eventualities.
Do not attend to any complaints of electric faults/electronic software’s with connected
to live lines when thundering is going on.
To deal with Cyclones
The local meteorological department will issue advisories predicting areas of probable effective
area of cyclone activity and the estimated duration of such activity. Management/Security
services and Tenants will take note of this prediction which can be announced by the MET
Authorities through TVs, Radios and local audio announcements. Following actions will be
initiated to avoid loss to property and mankind:
Do not plan any movement of vehicles during severe conditions of the cyclone
predictions.
Do not plan any movement/repairs on the terrace of buildings during such adverse
weather conditions.
Move away from exterior of building to the elevator lobby or an interior room without
windows.
Ensure that all rain water runoff pipes, drains are clear from chocking so that the water
flow is diverted to rain water charging pits effectively.
Report any damage or storm related leaks to the Management Office. As time and
conditions allow, take reasonable and necessary precautions to protect equipment and
any other business property that could be affected by any such damage and/or storm
related leaks as this responsibility rests with you, the tenant.
Ensure that all electronic equipment which have tendency of effects due to heavy surge
and lightning effect are shutdown unless you are sure that lightning and surge protection
system for your equipment is capable to sustain such eventualities.
Do not attend to any complaints of electric faults/electronic software’s with connected
to live lines when thundering is going on.
If due to heavy down pour and uncontrollable situations water is gushed into electrical
substations, panel rooms in the basement and there is threat of short circuit due to water
entering into panels/equipments immediate decision will be taken to shutoff all systems
till water is bailed out and systems are checked for insulation and earth leakage.
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The first priority to clear off the site for working conditions will be fire fighting, pump house,
STPs and DGs Set Room.
The system will be charged by sectionalizing method to ensure that the areas which are
still having faults and water clogging are isolated before supply is ensured for other areas.
EVACUATION PROCEDURES
A contingency plan is essential to evacuate the site in case of projected threat due to adverse
weather conditions, in consultation with tenants, management and local administrative
authorities. These contingency plans will be notified and recorded with the management office
for activation in case necessity arises.
Fire
Emergency Response: Fire Safety
The term fire is defined as oxidation process with evolution of heat and light which can lead to
risk to life, health and materials.
Objective: To lay down safety guidelines for prevention of fire at facility.
Scope: The SOP encompasses all areas at a client site which are prone to fire risk and the
equipment available at hand to extinguish the fire. Good housekeeping and security is the key
word to prevention of fire. Regular inspection of firefighting equipment must be carried out. The
responsibilities of various individuals have been spelt out. The best way to fight out fire is to
prevent fire. The sweating of fire man/security guards during routine firefighting practices will
save blood of many peoples during incident of fire.
General Rules
If fire breaks out, immediately raise an alarm, contact Fire Brigade and also inform local
police station.
Identify nature of fire and fight it out with the staff available till rescue team reports on
the site’s
Immediately switch off electrical main switches.
The area around the fire should be cordoned off by Security Supervisor and at least two
Security Guards. Unwanted persons should not be allowed to stand and watch.
Fight the fire only if:
a) You can fight the fire with your back to the exit.
b) You have the proper extinguishers and know how to use it.
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c) Use your good judgment about when to evacuate/abandon.
d) Use the acronym PASS to remember use of extinguisher i.e. Pull, Aim, Squeeze and
Sweep.
Never fight a fire if:
a) Uncontrolled fire could block your escape route and may trap you in fire.
b) You are uncertain about type of fire.
c) You are not certain to use type of fire extinguisher.
d) Adopt a principal of “FIRE AHEAD: ESCAPE BEHIND”.
e) There is too much smoke or you are at risk of inhaling smoke.
f) The fire is spreading rapidly and uncontrollable.
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Types of fire extinguishers to be used in case of fire:
Class “A” Fire: The fire in ordinary combustibles such as wood, paper, cloth, rubber and plastics.
Recommended Extinguisher: Class “A”
Class “B” Fire: The fire in inflammable liquids such as solvents, oil, gasoline, paints, lacquers,
grease etc.
Recommended Extinguisher: Class “B”
Class “C” Fire: Fire in electrical sources such as wiring, substations and electrical equipments.
Recommended Extinguisher: Class “C”
Class “D” Fire: Fire due to fires in magnesium, titanium and sodium based materials.
Recommended Extinguisher: Class “D”
NOTE: when there is doubt of identification of source of fire best way to fight out fire is use of
“CLASS A, B, And C EXTINGUISHER”.
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Action Points for Emphasis
All those trained in firefighting should bring the fire extinguishers to the spot and use, as
applicable.
All Fire Extinguishers should be used at the base of the Fire.
All Fire Extinguishers should not be applied on electrical Fire.
Use a mask to avoid Toxic Fumes generated from the fire.
Ventilate the area after the Fire is extinguished.
Injured persons, if any, should be given first aid and removed to the nearest
hospital/nursing home/doctor.
THE PASS RULE
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Cooking Areas Safety Points
Pantries and cooking areas in Restaurant must be specifically earmarked in the facility wherever
they are required.
Cooking will not be carried out in any other area within the premises.
The area earmarked for cooking will not be changed without approval of Manager
Administration and Asst. Property Manager.
All cooking utensils must be cleaned after each meal and stored neatly.
Cooking area in Restaurant must not have inflammable material such as card boards,
leather waste, dendrite, PVC form, lining, card board packing, and leather board within
ten meters.
Cooking must not be carried out immediately below electrical wiring, switch boards and
fuse boxes and electrical points.
One 3 kg fire extinguisher must be located within 5 meters of a cooking area.
Safety Precautions for Kerosene Stoves
Correct grade of kerosene must be used
In case of pressure stoves the jets must be cleaned after every meal
Spirit kerosene must be wiped clean before lighting the stove.
Ensure that there is no leakage in the storage tank of the stove. In case of leakage do
not use stove.
Safety Precautions for Gas Ranges
Switch off burners when not in use.
Range must be clean and free of dirt and food material
Do not leave a low flame when there is a breeze as the flame may go off and gas will
leak cause an explosion
Do not allow food to boil over as the flame will go off
Switch off the regulator after cooking a meal, and in night
Range must be serviced every six months by an authorized person nominated by the gas
agency.
ISI marked rubber reinforced with steel fiber pipes available in the market should only be
used to avoid rodent effect and leakage due to minor abrasions.
The pipe from the regulator to the range must be cleaned with a damp cloth or soap
and water daily and check for any damage in the pipe daily.
Do not bring hot utensils near the pipe.
Change the gas pipe every six months.
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Whenever there is smell of gas in the environment of kitchen do not switch on/off any
electric gadget/lights which may spark heavy fire in the kitchen. In the event of such
instances open all doors and windows so that gas accumulated in the room is
discharged outside. If still there is presence of gas leakage in the room close the gas
regulator and ask for help from concerned gas agency.
Do not stock spare gas cylinders in the pantry/cooking area but should be stored in
separate stock yard, identified and maintained as per safety norms but with fire proof
and flame proof electrical fitting therein and adequate ventilation at floor level.
Fire Prevention Measures for Electro Mechanical Systems.
Install and support all electrical cables and wiring securely.
Carry out periodic check of insulation for damage and moisture.
Check all chokes, condensers and starters periodically and faulty ones replaced
immediately.
Clean the area around motors of all dust, dirt and waste materials.
Check proper earthing of all equipment and motors daily. The record of earth tests, IR
value will be maintained periodically i.e. every six months after physical verification of
results at site by authorized engineer.
Ensure all MCB’s/MCCB’s are of good quality ISI marked and are of correct rating
Ensure that there is no naked flame within the electric panels, AC’s or storage area
All special fire risk machinery and equipment must be segregated and protected
Keep drip trays where oil drips are likely to occur.
Keep all combustible and flammable materials such as waste oil and diesel, away from
any kind of heat source
Electrical goods and housekeeping consumable stores will be kept in storage area
separate from working area.
Keep all aisles, doors & corridors clear and free from obstacles including machines.
Premises must at all times be neat and clean. Waste material must be removed at
regular intervals
‘No Smoking ‘ should be strictly adhered to inside area
At the end of each shift, an inspection must be carried out to ensure safe conditions
including removal of cigarette butts from ash trays.
Switch off all switches when room is unoccupied / vacated. Only security light to be on
during the night.
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Precautions to be observed in places where Electrical Appliances and Switches are Installed etc.
(a) Don’ts for Electricians & Pantry men.
Do not overload the circuit
Do not keep the loose wires hanging
Do not use the multiple socket/plug system
Do not pass electrical conductors under the carpet
Do not use cheap & substandard appliances
Do not operate electrical switch or appliances if immersed under water
Do not handle or repair motor in the rainy season unless switched off completely
Do not interfere with the electrical switches if you suspect short circuit
Do not use metallic bar or umbrella to pull the person from live electrical conductor.
Do not handle elect cables unless residual current is discharged by short-circuit.
Both ends to avoid capacitance effects.
(b) Do’s For Electricians & Pantry men
Do use fuse of standard type.
Do use electrical standard conductors of copper for indoor fitment.
Do use conduit pipes for the laying conductors
Do check & mitigate the sharp edge of the conduit pipes before passing the conductor
through them.
Do use plug holders, switches, heaters and other electrical appliance of repute make
and IS marked of approved star grading.
Do use reputed make bearing certification mark.
Do insist for flame proof light fittings and spark proof switches, while working in
inflammable atmosphere.
Do lay cable in properly constructed ducts to obviate damages by wearing weather
condition.
Do while working with machine operating at high voltage stand on a rubber mat. Always
use thick rubber matting IS marked suitable for working on EHV/HV lines.
Do use dry paper, dry cloth or dry wooden stick to detach or pull the hand or person in
contact with electrical wires/ circuits. Immediately after removal, give him artificial
respiration and the send the patient to the hospital.
Do wear rubber soled shoes while working.
Use HT rubber gloves and insulated instruments while working on live lines.
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(c) First Aid Measures For All
Don’t run if your clothing catches fire but immediately lay on dry carpet/cloth to avoid
free oxygen which can further inflame the fire.
Immediately roll on the ground, and also cover yourselves with a woolen blanket or thick
cloth case your clothing catches fire.
Don’t use ointment/oil unless medically advised. Don’t act as a doctor to handle burnt
cases of 2nd and 3rd degree.
Act in case of burn injury only as a first aid for 1st degree burns.
Immediately submerge the affected portion in ice cold water or keep in contact with ice.
Use soframycin skin cream or silver sulfadiazine cream and send the patient to the sick
bay only for 1st degree burns and in case of 2nd & 3rd degree ask for medical help only.
Evacuation Plan
Emergencies
The type of emergencies which can lead to the evacuation of building encompasses fire,
accidents, bomb threat and natural calamities such as earthquake and floods. While every
endeavor will be made to counter the above threats with suitable preventive measures and
reducing the possibility of recurrence a possibility of evacuating the premises cannot be ruled
out. In the unlikely event of evacuating the premises for above reasons, the Asst. Property
Manager/ Client have no choice but to put this plan into effect immediately.
Indication
Indication of threat and its announcement will emanate from the Asst. Property Manager in
consultation with the Head Administration. The movement of all vehicles parked inside to the
main exit will be directly controlled by Facility Control Room; orders for the same will be given by
Security Officer. On confirmation from the Security Officer, siren / announcement on PA system
or loud hailers will be sounded which will announce the beginning of the evacuation process
with short beeps and a long continuous beep for all clear.
Actions.
Any form of indication of threat at Facility Control Room or fire panel in fire pump cum
Water Treatment Room received.
Asst. Property Manager, Head Administration, fire brigade and all Heads of Client
Company/ occupants will be informed. Siren will be sounded by short beeps to indicate
threat.
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Announcement made on PA system by Facility Control Room Manager on duty for
evacuation of building.
Security supervisor on duty will ensure the following at the Reception Desk on ground
floor. i. One assembly zones will be marked by luminous tape, outside in the lawns in front
of the building. ii. No lifts / escalators will be used by anyone. Lift will be ordered to
remain at ground floor. All fire assembly exit doors will be kept open and all people
guided / walked down by the guards who will ensure that the fire exit doors are kept
open. They will guide the people to the earmarked secure assembly zone. iii. People
advised not to panic. Outside building, the area, including outside parking will be
cordoned off by security.
Move of vehicles from inside will be regulated by Security Room. All car parkers would
have already been alerted.
The decision to call fire brigade will rest with Asst. Property Manager .The fire call, after
the major fire has been put out, will be given by fire control; the guards will not allow any
person/staff or visitor to re-enter the premises until instructed by Asst. Property Manager.
Guards at the Main Gate, Main Exit and at the Reception will remain alert and watchful
to regulate the external movement in an orderly manner. During the evacuation, the
guards will stay alert for any accident, which may occur and be prepared to bring
people out of the premises.
Saving lives is the TOP PRIORITY of the Asst. Property Manager. People will be politely
requested to board their vehicles and depart from the Main Exit to safer areas.
In order to facilitate fast evacuation all gates provided in the building will be operated by the
security to lead the peoples to the assembly area. Details of emergency exits are as per
annexure attached.
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Medical Emergency
OBJECTIVE: To establish a procedure for Handling Medical Emergency Cases.
POLICY: To provide adequate Medical facility.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
In the event of a medical emergency, please observe the following:
Describe the nature of the emergency, your location, and the assistance needed.
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Call the Management Office at (………..). A Management Office Representative will be
dispatched to meet the emergency vehicle and its attendants, and will escort them to
the location where medical attention is needed.
Stay calm. Assess the situation.
Do not move the injured or incapacitated person(s). Try to keep all persons calm and
comfortable.
Staff should be trained in CPR and Basic First Aid:
DO NOT MOVE VICTIM UNLESS AN IMMINENT HAZARD MAKES IT UNAVOIDABLE
Keep the victim comfortable
Have someone meet and escort the medical personnel to the victim.
Provide all requested information.
FIRST AID Rescue Breathing Procedures:
Check to be certain that the victim is not breathing.
Check air passage and clear it if necessary. It may be necessary to hold the victim’s
tongue to prevent him or her from choking.
Place your hand on the victim’s forehead, pinching the nose closed.
Lift the chin from under the victim’s jaw.
Blow air into the victim’s mouth until the chest rises.
Allow the victim to exhale. Watch the chest deflates.
Repeat every 5 seconds
Heart Attack Symptoms:
Acute pain in chest.
Pain in upper abdomen or down left arm or shoulder.
Extreme shortness of breath.
Sweating and weakness, nausea or vomiting.
Heart Attack Procedures: If victim is not breathing, administer rescue breathing
Seizure Symptoms:
Jerking movements, drooling, and possible loss of bladder control.
Convulsions may occur.
Body may become rigid.
Heavy breathing.
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Seizure Procedures:
Let the seizure run its course.
Protect the victim from falling.
Help the victim lie down.
Loosen restrictive clothing.
Do not restrain the victim.
Move objects away from the victim to prevent injury.
Electric Shock Symptoms: Important:
Make sure the victim is no longer in contact with the electrical source, and if necessary,
turn the electricity off.
Keep the victim lie down.
Keep the victim warm.
Administer rescue breathing, if necessary.
Emergency Response: Medical Emergency
OBJECTIVE: The cases of medical emergency are related to accidentals, fire, gas leakage, oil
spills, natural disasters and manmade disasters i.e. kidnapping, bomb threats and
assaults/terrorist attacks etc. the objective is to establish a procedure for Handling such type of
Medical Emergency Cases.
POLICY: To provide adequate first aid Medical facility and arrange evacuation to nearest
identified hospitals for medical aid.
RESPONSIBILITY: Management Team and Occupants.
PROCEDURE:
In the event of a medical emergency, please observe the following: 1. Describe the nature of
the emergency, your location, and the assistance required from the concerned authorities i.e.
hospitals, police, NGO’s and other organizations. 2. The administer first aid to causalities with the
help of trained staff and make arrangements to remove injured/causalities to nearest hospital. 3.
Prioritize evacuation on humanity need basis i.e. sick and women folks as well as senior citizens
should be given first priority. 4. A Management Office Representative/tenants representative will
be detailed to accompany emergency vehicle and its attendants to escort the casualties for
medical attention. 5. Do not panic and pacify the sufferers by giving them due care and
attention. 6. Inform dependents/guardians of victims with the present state and contact point
details for their further follow-up.
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FIRST AID TO VICTIMS:
Rescue Breathing Procedures:
1. Check to be certain that the victim is breathing.
2. Check air passage and clear it if necessary. It may be necessary to hold the victim’s tongue
to prevent him or her from choking.
3. Place your hand on the victim’s forehead, pinching the nose closed.
4. Lift the chin from under the victim’s jaw.
5. Blow air into the victim’s mouth until the chest rises.
6. Allow the victim to exhale. Watch the chest deflates.
7. Repeat every 5 seconds.
8. Do not manhandle with fractured limbs of injured persons but to be taken care of as per
medical team advice unless you are very sure that there is no fatal injury/dislocation.
9. Do not administer any oral medicine to the victim’s unless you know medical history of them
and authorized to treat such cases/events.
Heart Attack Symptoms:
1. Acute pain in chest.
2. Pain in upper abdomen or down left arm or shoulder.
3. Extreme shortness of breath.
4. Sweating and weakness, nausea or vomiting.
Heart Attack Procedures:
1. If victim is not breathing, administer rescue breathing.
2. If no heartbeat is detected, administer CPR and rescue breathing with arrangement of
artificial ventilators.
3. Call for emergency help from nearest hospitals cardiologist.
Seizure Symptoms:
1. Jerking movements, drooling, and possible loss of bladder control.
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2. Convulsions may occur.
3. Body may become rigid.
4. Heavy breathing.
Rescue Procedures for Seizure:
1. Let the seizure run its course.
2. Protect the victim from falling.
3. Help the victim lie down.
4. Loosen restrictive clothing.
5. Do not restrain the victim.
6. Move objects away from the victim to prevent injury.
Electric Shock Symptoms:
1. Important: Make sure the victim is no longer in contact with the electrical source, and if
necessary, turn the electricity off.
2. Keeps the victim lying down.
3. Keep the victim warm.
4. Administer rescue breathing, if necessary.
5. Do not give anything cold to drink to the victim.
6. Do not touch the individual when he is still in contact with the live lines.
7. Use insulated and dry rod to disconnect the live lines from the victim.
8. Do not use water/good conductor material to protect individual from fire due to electric short
circuit.
Burn Symptoms:
1. First degree burns; skin red.
2. Second degree burns: skin blistered.
3. Third degree burns: skin charred.
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Burn Procedures:
1. Cool the burn with water.
2. Remove clothing from the burned area.
3. Cover victim with clean towels or sheets/blankets.
4. Apply first aid treatment with burnol/soframycin in case of first degree burns only.
5. For second and third degree burns take action as per advised by the doctors.
6. The patients of first and second degree burns are prone to severe infections thus they are
required to be segregated and handled with hygienically conditions to avoid further
deteriorations
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Deaths
General Considerations With all of the people spending as much time as they do in our
properties, it is inevitable that we will occasionally experience an occupant death. Witnessing or
discovering a death is a highly emotional experience for most people. It is important that we
deal with the death rapidly and with the utmost dignity and sensitivity.
Emergency Activities: Should death occur to any person while on property, regardless of cause,
it is extremely important that immediate action be taken by Security:
Notify Security Supervisor, Property Manager, Risk Management, and the city Policy
Department.
Until they arrive, Security should see that nothing is removed or disturbed in the room or
area.
Keep the room or area cleared of all unauthorized persons.
Assistance is directed by the Police Department, but it is not the duty of Security to
investigate or attempt to determine the cause of death.
On completion of investigation by the Police Department and Medical Examiner, an
inventory of all property and/or personal effects belonging to the deceased will be
taken by the Police Department.
Security will complete a full report for our internal records.
If the deceased is a member of a group, the head of that group should be advised of
the death immediately by Property Manager.
The Manager on Duty will coordinate with the persons removing the body to use the
service elevator and back service entrance.
Human/Man Made Threats
Bomb Threat
OBJECTIVE: To establish a procedure for Handling Bomb Threat.
POLICY: Effective handling of Bomb Threat.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
Dial Helpdesk / Property Management Office at the earliest.
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Bomb threats should always be taken seriously. Do not assume that a bomb threat is a
prank call or that they are only made to the management Office of the Building.
Anyone can receive a bomb threat and all Building occupants should be prepared.
WHAT CAN BE ACHIEVED BY PREPARATION
1. PREPARATION
(a) It can reduce the accessibility of our business of building and identify those areas that can
be “hardened” against potential bomber.
(b) If a bomb incident occurs, proper planning will instill confidence, reinforce the notion that
those in charge do care.
(c) Reduce the potential for personal injury and property loss.
(d) Reduce the threat of panic, which is the ultimate achievement of the caller.
HOW TO PREPARE
2. TWO PLANS REQUIRED
(a) Physical security plan: It provides for security of property, personnel, facilities and material
against unauthorized entry, trespass, damage, sabotage or other illegal or criminal acts. Mainly
deals with prevention and control of access.
(b) Bomb Incident Plan (BIP): This provides detailed procedures to be implemented when a
bombing attack is executed or threatened. In this a definite chain of command or line of
authority must be established. In a bomb incident plan:-
A clear chain of command is established and is disseminate it to all.
A control room should be designated.
With terrorism acts featuring in the news as often as they do, there should be no need to remind
you of the possibilities of such an event happening in your premises. In most cases you will
receive a warning or threat on telephone. Many such calls are hoax but “All bomb threat calls
must be treated as real”. So be prepared.
The control room should have updated blue print of each floor and the basements.
Check from Police, fire department if assistance available to develop Bomb Incident
plan.
Inspect the building for areas where explosives are likely to be concealed – make a
checklist
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Determine if bomb disposal unit available, how to contact unit, and under what
conditions it is activated.
Whether the bomb disposal unit available will also help in searching the building in the
event of threat.
Ensure that all the control room personnel know their duties.
Organize and train in evacuation
Communication must be established between the control room and the search or
evacuation team.
Telephone Bomb Threat report:
If anyone receives a bomb threat, get as much information as possible from the caller. Keep the
caller on the line and record everything that he/she said.
The following checklist will assist you in recording the necessary information:
Time Date Caller ID #
Questions to ask?
1. When is the device going to explode or release?
2. Where is it right now?
3. What does it look like?
4. What kind of device or package is it?
5. What is in the package? Chemicals? Germs?
6. What will cause it to explode or release its contents?
7. Did you place the package, bomb or device?
8. Why?
9. What is your address?
10. What is your name?
NOTE DOWN THE EXACT WORDING OF THE THREAT
Report call immediately to your local police agency
Phone number
Your name
Your telephone number
After you have been notified of a bomb threat:
Do not touch any suspicious packages.
Clear the area around any suspicious package and notify the police immediately.
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When evacuating a building, avoid standing in front of windows or other potentially
hazardous areas.
Move a safe distance away from the building.
Do not restrict sidewalk or streets to be used by emergency officials.
PROCEDURE
The person receiving the call should try to get as much information as possible from the
caller and should WRITE OUT THE MESSAGE EXACTLY AS RECEIVED FROM THE CALLER
LISTEN CAREFULLY. You may be able to help authorities identify the caller, his location, or
the location of the explosive by his comments, vocal characteristics and any
background noise.
Keep the caller on the phone for as long as possible. Ask the caller to repeat the
message.
Obtain as much information from the caller as possible such as location of bomb, time of
detonation, appearance of bomb, and callers’ reason for planting the bomb (please
see the Bomb Threat Questionnaire found in last of this manual).
Remind the caller that the building is occupied and that the bomb might cause the
deaths of innocent people.
Once the caller has hung up, immediately contact the management Office of the
building and provide the following information:
1. Your name
2. Your location (building and suite number) 3.
3. Your phone number
4. Name of any other person who heard the threat
5. Name of any employee threatened by the caller and his/her work location
6. Time the bomb is to detonate if known
7. Location and description of the bomb if known
8. Any reason given for planting the bomb
9. Any other information received from the bomb threat perpetrator
10. Complete the Bomb Threat Questionnaire and provide it to management
personnel as soon as possible after the call was received.
Searching the building for a Suspected Bomb
Once a telephone or written bomb threat has been reported to the Management Office of the
building, occupants should search their suites for any suspicious packages. Following are some
search guidelines:
Do not rely on random searches in logical places.
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Explosives are concealed most easily in areas that have the easiest access
Be aware of out of the ordinary articles that are foreign to the area.
The bomb is likely to be packaged in a common container such as a shoebox, cigar box,
a book, a grocery bag, an athletic bag, and airline bag, a suitcase or briefcase.
Anything that does not belong, such as a book in the restroom, should be considered a
suspicious object.
When searching individual rooms/offices, start at the outside walls and move towards the
center of the room.
NOTE: If a suspicious object is found, DO NOT TOUCH IT
SUSPICIOUS PACKAGES
UPON THE DELIVERY OF ALL PACKAGES ALWAYS BE AWARE AND:
Do not accept the contents of any container as bona fide simply because it was
delivered in a routine manner.
Do not assume that container marking and/or appearance is sole evidence of its
content, identification or legitimacy.
Be aware of packages with incorrect titles or those marked “Confidential” or “Personal”.
Do not open any suspicious package.
Do not cut any cord, rope or wire on a suspicious package.
BE AWARE OF THE FOLLOWING SIGNS IN A PACKAGE:
Excessive Postage
No Return Address
Excessive Weight
Incorrect Titles
Restrictive Markings (Such as Confidential or personal)
Oily Stains or Discoloration
Upon Receipt of a Suspicious Package
Do not allow anyone to handle the package.
Immediately call the management Office of the building.
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SUSPECTED BOMB SAFETY PRECAUTIONS
1. If it is suspected that a bomb is in the building:
Do not use radio equipments to transmit messages
Do not change Lightening condition.
Remove all flammables
2. Please make only necessary phone calls. Open phone lines are essential to effectively
controlling the emergency.
3. If a suspected bomb is identified:
Do not touch it.
Do not attempt to move or carry it.
Remove all Flammable items from the area.
4. During a bomb threat emergency, cooperate with all fire department instructions, including
building evacuation.
Riot/Civil Disturbance
Objective
1. The main objective of this SOP is to establish a procedure, as a guideline, to react to a riot
and/or a civil disturbance which may occur in the proximity of __________ Building/Facility and its
compound.
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2. The objective is also to ensure that no harm or injury is caused to any customer, visitor or an
employee as a result of the riot and/or civil disturbance within the legal precincts of the
__________ Building/Facility.
3. This will be read in conjunction with the SOPs on Fire-Fighting, Medical Aid and Criminal and
Violent Behavior.
Policy
4. To ensure that the procedure is simple, clear and easy to follow to enable continuous training
of all concerned persons and effective handling of the incident if it occurs.
Nature of the Incident
5. Incidents of the nature of riots and/or civil disturbance in the proximity of the Building/Facility
could involve one or more of the following activities which may or may not be targeting its ire
towards the___________ Building/Facility:-
(a) A conglomeration of people on peaceful protest.
(b) Protest displaying signs of escalation.
(c) Protest developing into a violent activity involving arms/weapons which may or may
not be directed at the ___________ Building/Facility.
(d) A riot/civil disturbance directing its ire at the Building/ Facility.
Note. Information of the riot/civil disturbance may be available in advance through
police, media or local liaison or it could be an impromptu activity.
Responsibility
6. The Building Manager will be responsible for handling the situation for which he/she will be
assisted by the Security Officer and his/her team.
7. In addition, it is the responsibility of each member of the Building Management Team to
remain alert at all times and be on the look-out for any signs of riot/civil disturbance and reports
it immediately to the Control Room (CR).
Reporting of the Incident
8. In case there is prior intimation of a conglomeration of people in the proximity of the _________
Building/Facility and its likelihood of escalating into a riot/civil disturbance, the Building
Management will take all precautionary measures like informing the police and fire-fighting
authorities, if deemed necessary.
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9. In case a conglomeration/disturbance/riot-type of a situation develops impromptu, the
Building Management will be intimated immediately which, if deemed necessary, will inform the
police and fire-fighting authorities.
Procedure
10. Actions by the Building Manager
(a) In the event of situation as at Paragraph 8 above, ensure that the entire Building
Management Team is in a state of preparedness to handle the riot/civil disturbance situation.
(b) In the event of situation as at Paragraph 9 above, take the following actions:-
(I) Expedite the police and fire-fighters, if not already arrived.
(ii) Ensure that the entire available Building Management Team is ready and prepared to
face the crisis.
(iii) Keep the customers apprised of the situation through personal contact as well as
through the Public Address System and advise them not to go out of the Building
premises till the situation has been brought under control.
11. Actions by the SO/Security Shift Supervisor
(a) In the event of situation as at Paragraph 8 above, all precautionary measures should
have already been taken, to include :-
(i) Intimating the Building Manager.
(ii) Intimating the police and fire-fighting authorities, if instructed by the Building
Manager.
(iii) State of preparedness by the employees.
(iv) Locking of all non-essential entrances.
(v) Posting of additional guards at the main entrance.
(vi) Nominating senior guards to monitor and report the situation to the CR.
(vii) Call back all security guards who are on meal break to report to the CR and
remain in stand-by mode.
(b) In the event of a riot/civil disturbance-like situation developing all of a sudden, all
actions as at Paragraph 11 (a) above will be taken, however, it is imperative that the
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procedures are known to all the employees so that minimum time is consumed in taking
such actions.
12. Actions if the Protest is directed at the Building. Such a situation will invariably develop over
some period of time, thus affording reaction time to the Building Manager. In the eventuality of
the protestants directing their ire at the Building, and consequently at the people present there,
the Building Manager and the Security Officer will take the following emergent actions:-
(a) Building Manager
(i) Inform the local police authorities and, if deemed necessary, the Fire Station
immediately.
(ii) Mobilize all the members of the Building Management Team, including those on meal
break, if any.
(iii) Order closure of all non-essential entrances.
(iv) Personally announce over the Public Address System giving out the existing situation
and advising all those inside the Building to stay inside till the situation has been brought
under control. Make similar announcements periodically to prevent panic amongst the
customers and the employees.
(iv) Post maximum number of security guards at the open entrances. Ensure that the
Security Officer is present at the most critical place.
(v) Try to capture the scene of the riot/civil disturbance, specially the zoomed images of
the leaders, if identified, on the CCTV cameras for future references, if required.
(b) Security Officer
(i) Form a human barricade across the entrance(s) of the Building to prevent ingress of
the protestants in to the Building.
(ii) Attempt to locate the leader(s) of the protest and try to rationalize with them as to
why they should not carry their protest in to the Building.
(iii) Try to delay the entry of and/or attempts to damage the property by the protestants
to the maximum extent possible.
(iv) Hand over the situation to the police authorities on their arrival. (v) Assist the police in
whatever way it is possible.
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(vi) Ensure regular feedback of the developments to the Building Manager.
Medical Aid
13. If anyone has been injured during the incident, he/she will be immediately evacuated to a
notified hospital on the instructions of the Building Manager/SO, if required, or provided first aid
on the facility premises.
Lodging of the First Information Report (FIR)
14. A FIR of the incident will be lodged by the Security Officer to include details like timings,
duration, and approximate number of people, damages and casualties, if any. Reporting,
Review and Amendments
15. An after-incident report will be prepared and submitted to the Building Manager by 10.00
P.M. the next day, who will mail his/her report with recommendations to the Senior Manager
S&RM by the same evening. The Senior Manager S&RM will review the report and mail the same,
along with his recommendations to the Director Operations by 9.00 P.M.
16. The Director Operations may convene a Security Meeting to review the recommendations in
the following manner :-
(a) The next day or at the earliest possible opportunity in case of an actual incident.
(b) As per the regular schedule of the Security Committee unless he feels it necessary to
convene it earlier.
17. The Security Committee is responsible for reviewing the reports and recommendations and
making any changes to the SOP. Such meetings will be minutes by the SO or his/her
representative. No amendments will be made in the SOP unless approved in writing and signed
as such by the Director Operations.
18. Once approved, the amendments in the SOP will be incorporated by the SO and the new
SOP signed by the SO and the Senior Manager S&RM. At the time of the amendment, the date it
will be effective from will be inserted in the header by the SO.
19. The SOP will be reviewed as a normal procedure by the Security Committee on ______ every
year.
Location and Responsibility
20. This SOP is the responsibility of the SO.
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21. This SOP will be kept at the following places:-
(a) In the Control Room
(b) With the SO.
(c) With the CFO
(d) With the Corporate Office/Senior Manager, S&RM
Workplace Violence Involving A Weapon
OBJECTIVE: This drill simulates the response by security to an incident of workplace violence
when a weapon is involved or believed to be involved.
POLICY: To establish a procedure incase of workplace violence involving a weapon.
RESPONSIBILITY: Disaster Management Committee.
PROCEDURE
The console operator receives the call and takes the following action:
Call 100 and request for Police Assistance and Medical Assistance.
Notify the security personnel to dispatch a security officer to the street in front of the
building to make liaison with the police and escort them to the floor.
Place an elevator on manual service and dispatch a security officer to operate the
elevator for police and emergency medical personnel.
Notify the shift supervisor and the Management of the situation and the steps that have
been taken. The shift supervisor should do the following:
Report to the lobby and ensure that all security personnel are posted properly.
Make liaison with the police upon their arrival and inform them that the assailant is still on
the floor and armed (incase he is).
Ensure that all information is gathered for post-incident documentation.
Intruder
OBJECTIVE: To establish a procedure in case an intruder enters the building.
POLICY: Ensure effective Handling in case an intruder enters.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
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On receiving the information of any unauthorized/ forced entry / attempt to do so, the guard
will immediately rush to the site where the intrusion has been detected and take the following
action: -
1. Detain the intruder and if possible arrest / detain him.
2. Inform Asst. Property Manager and Security Supervisor/ Officer.
3. Escort him to Security Control Room.
4. Seek permission from the Asst. Property Manager to search the intruder
5. Call the police on the instruction from the Asst. Property Manager if required.
6. Intruder if not handed over to the police will be released only on the instructions from the Asst.
Property Manager. Remember you cannot detain anybody forcibly on suspicion for extended
periods. Do not use physical force on the arrested intruder.
In case the guard during his patrolling comes across an intruder/break-in, he will take the
following action: -
Inform the Asst. Property Manager.
Inform the security supervisor and inform the security control room
Preserve the scene of break-in.
Cordon off the area and wait for further help.
Call the police only on the instruction from the Asst. Property Manager
Brawl
OBJECTIVE: To establish a procedure in case of a brawl
POLICY: Ensure effective handling in case a brawl.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
Security guard to raise alarm to attract attention of other guards and supervisor.
Security supervisor on duty arrives to pacify the involved personnel.
Inform Asst. Property Manager immediately.
Asst. Property Manager, if available will arrive at the spot or may call the people involved
to his office.
If Security guard is involved, he will be removed from the post.
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Emergency Response: Building Security
OBJECTIVE: To create a feeling of freedom from threat of external/Internal security breach due
to attack, espionage, and interference by which loss of peoples, property and information
occur.
POLICY: To provide a safe and secured work environment.
RESPONSIBILITY: Security and Management Team
PROCEDURE:
Break-In Theft
1. If you discover that there has been a break-in theft at your office and offender has left
the scene, take the following actions:
a) DO NOT enter the office and preserve the scene of crime.
b) The key to success is to “touch nothing”.
c) Inform all emergency control/contact numbers.
d) Cordon the area of incidence with the available security and no one is
permitted to leave the site till site is taken control by police and owners of
office/site.
e) Take further actions as per the Police advise and ensure that staff as well as
security deployed at site cooperates with the police for further investigation.
Dealing with the trespassers
2. If you discover an unauthorized person in your office whose identity is questionable take
following actions:
1. Watch activity and movements of the outsider.
2. Council the individual and ascertain the identity/purpose of visit.
3. Contact security staff at control room to take possession of the visitor for further investigation
and needful action.
4. Inform management staff and authorized person of your office about the incident.
5. Prepare a detail report to submit in management office about the incident.
6. Do not manhandle the trespassers which may have arms/destructive materials to harm man
material and property.
7. Do not panic and create a sense of fear and unworkable atmosphere.
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Dealing with the incident of security breach after working hours
3. The physical barriers of security are walls, roofs, doors and intact locks. The lock on a door
is most visible aspect of physical security. The degree of security offered by lock is in
proportion to the time, it would take an expert to defeat it by breaking the locks or else
overcoming by unauthorized person through original or duplicate keys. If Security guard
during mobile patrolling observes that a particular lock is remained opened/broken. The
security guard on duty will take following actions.
1) If there is no sign of forced entry, the doors will be secured by Security without entry into the
office by providing another temporary lock which will be sealed and signed by minimum two
officers from management and owners side.
2) The lock will be opened on next working day after ascertaining that seals provided are
intact by board of officers detailed by the management.
3) The owner of the office will stock take his assets for any losses/damages and action taken
accordingly to report the matter at appropriate level.
4) If there has been a forced entry, Security will return to the lobby and call immediately the
occupants of shop/office about the incident.
5) If the door(s) cannot be locked or secured. A temporary post of security will be placed at
that site in consultation with the owner/occupants and management till the tenants make
their arrangements of security proof locking arrangement.
6) Security will complete an Incident Report to be filed in Management office within 24hrs.
Keys Security
The effective keys security is of primary importance. The management including security staff
does not have any accountability on preservation of keys of individual shops/offices. The onus of
effective key security of their shops/offices lies with the tenants only. However management can
help only by providing guidelines in key security measures. The salient points required to be
followed by the tenants are as under:
1. The minimum number of keys should be in use for any one lock.
2. Ideally keys should never leave the office and be kept when not in use in an identified key box
within office premises.
3. The keys owner should be very careful with the view that the key impression can be taken
within few seconds if it comes in the hand of unauthorized person.
4. Duplicates keys should be under secure conditions and regularly checked.
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5. Loss of keys should be reported immediately and preferably lock should be replaced.
6. The duplicate key should be issued only after full investigation into the loss of the original.
7. The owners should authorize personal to handle the keys by nomination and record that of be
maintained for future references.
Terrorism
OBJECTIVE: To establish a procedure in case of a Terrorist Attack
POLICY: Ensure effective Handling in case of a Terrorist Attack
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
On receiving the information regarding a Terrorist attack in the building the Chief Security
Officer must be informed.
He would order to seal all access points to the building and order for the people to
gather at the assembly point in the building.
He would inform the police/call for the Ambulance and for the Fire Brigade.
The Asst. Property Manager would be informed.
Terrorism is the unlawful use of force or violence, or the threat of violence for purposes of
intimidation, coercion or ransom. Terrorists often use such threats or actions to create fear
among the public, to try to convince citizens their government is powerless to prevent terrorism
and to get public attention for political or social objectives.
The effects of terrorism can vary significantly from injuries and loss of life to property damage
and disruptions in services such as electricity, water supply, public transportation and
communications. Attacks can take several forms, depending on the technological means
available to the terrorist. Other terrorist methods include kidnappings, arson, shootings and the
use of chemical, biological or nuclear agents.
Some of the techniques to deal with terrorist incident are:
Be alert and aware of your surroundings.
The very nature of terrorism suggests there may be little or no warning
Be cautious.
Be aware of conspicuous or unusual behavior of people in the building.
Do not accept packages from strangers.
Do not leave luggage unattended.
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Be aware as to where emergency exits are located.
Be aware about where the staircases are located.
Notice your immediate surroundings.
Be aware of heavy or breakable objects that could move, fall or break in an explosion.
Preparing for a building explosion
The use of explosives by terrorists can result in collapsed buildings and fires.
The following steps should be followed:
Review emergency evacuation procedures.
Know where the fire exits are located.
Keep fire extinguishers in working order.
Know where they are located and how to use them
Training for first aid should be given.
KEEP THE FOLLOWING ITEMS IN A DESIGNATED PLACE ON EACH FLOOR OF THE BUILDING:
Portable battery operated radio
Extra batteries
Several flashlights first aid kit and manual
Several hard hats
Fluorescent tape to rope off dangerous areas.
Crime in Progress
OBJECTIVE: Main objective is to establish a procedure in case a crime is in progress
POLICY: Ensure effective handling in case a crime is in progress.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
Inform the Supervisor about the crime who would in turn inform the Chief Security Officer
and the Asst. Property Manager.
Give your location, nature of the crime and name
Advise them of the situation, and remain where you are [if safe] until contacted by an
officer/Security.
Do not attempt to apprehend or interfere with the criminal except in case of self-
protection. If safe to do so, stop and take time to get a good description of the criminal.
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Note height, weight, age, sex, race, hair and eye color, tattoos or facial hair, clothing,
weapons if used, method and direction of travel and name if known.
Crime Prevention Tips
Avoid walking alone
Do not leave valuables unattended.
Be aware of your surroundings.
Theft
OBJECTIVE: To establish a procedure in case of theft
POLICY: Ensure effective Handling in case of Theft.
RESPONSIBILITY: Disaster Management Committee
PROCEDURE:
FOLLOWING ACTIONS WOULD BE TAKEN IN CASE OF THEFT: -
On receiving the information of theft from the Asst. Property Manager, the supervisor on
duty at Security Control Room will report the same to the security officer.
Security Officer will contact the affected person at the site.
With his permission, he will carry out the preliminary investigations.
The findings will be verbally communicated to the Asst. Property Manager.
Attempt will be made to resolve the issue on the spot.
If the case is still not resolved then it will be reported to the police through the affected
party if desired.
Security Control Room will keep Asst. Property Manager informed of all happenings.
Permission for detailed investigation will be taken from the Asst. Property Manager
before the Security Officer starts the investigation.
Detailed investigation report will be prepared after discussing the proceedings of the
investigation with Asst. Property Manager. Detailed written report will be forwarded after
due deliberations.
Under no circumstances will the police be called without the instruction from the Asst.
Property Manager. However, if the situation warrants immediate action, police help may
be sought.
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Criminal and Violent Behavior
OBJECTIVE: Main objective is to establish a procedure in case of any criminal or violent behavior.
POLICY: Ensure effective handling in case of any criminal or violent behavior.
RESPONSIBILITY: Disaster Management Committee
Procedure:
Everyone is asked to assist in making the building a safe place by being alert to suspicious
situations or persons and reporting them as outlined below. If you are the victim of, or are
involved in, any violation of the law such as assault, robbery, theft, overt sexual behavior, etc.,
do not take any unnecessary risk. Notify the Management Office immediately and give them
the following information:
• Nature of the incident
• Location of the incident
• Description of the person(s) involved
If you witness a criminal act or notice person(s) acting suspiciously in the building, immediately
notify the Management Office.
Assist the police when they arrive by supplying them with any additional information requested;
ask others to do the same.
Standard Operating Procedures - Technological Disasters
Elevator failure
OBJECTIVE: To establish a procedure for elevator in case of emergency
POLICY: To provide a smooth rescue operation
RESPONSIBILITY: Mechanical Team / Security Guard
PROCEDURE:
Contact the elevator’s occupants through the intercom.
Determine the nature of the problem.
Upon learning that the elevator is stuck with people inside, inform them that steps are
being taken to free them and request that they remain calm.
Check the elevator system display and determine the location and status of the
elevator car.
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Notify the security console of the situation.
Ask the occupants for their names. Ask the occupants if the security officer can assist
them by making a courtesy phone call to anyone who may be waiting for them.
Maintain constant communication with the occupants throughout the entrapment to
reduce the chance of panic. Determine if the occupants have any special needs or
medical problems.
The console operator should take the following step:
Notify an on-call elevator mechanic to respond.
Notify the shift supervisor.
Dispatch a security supervisor to the nearest floor to meet the occupants when the
elevator is opened.
Dispatch a security officer to meet the mechanic upon arrival and escort him to the
console to be briefed on the entrapment.
Emergency: Elevator failure
OBJECTIVE: To establish a procedure for elevator in case of emergency
POLICY: To provide a smooth rescue operation
RESPONSIBILITY: Technician on Duty/ Security
PROCEDURE:
Contact the elevator’s occupants through the intercom.
Determine the nature of the problem.
Upon learning that the elevator is stuck with people inside, inform them that steps are
being taken to free them and request that they remain calm.
Check the elevator system display and determine the location and status of the
elevator car.
Notify the security console of the situation.
Ask the occupants for their names. Ask the occupants if the security officer can assist
them by making a courtesy phone call to anyone who may be waiting for them.
Maintain constant communication with the occupants throughout the entrapment to
reduce the chance of panic. Determine if the occupants have any special needs or
medical problems.
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The console operator should take the following step:
Notify an on-call elevator mechanic to respond.
Notify the shift supervisor.
Dispatch a security supervisor to the nearest floor to meet the occupants when the
elevator is opened.
Dispatch a security officer to meet the mechanic upon arrival and escort him to the
console to be briefed on the entrapment.
Power failure
OBJECTIVE: To establish a procedure for Power Failure
POLICY: Ensure effective Handling of Power Outage Situation
RESPONSIBILITY: E&M Team / Security Guard
PROCEDURE:
In the event that a power failure occurs, either inside a shop or the common area, inform
the Property Management Office.
Report the extent of the outage and its cause, if known.
Security communication, fire systems, and essential services will continue to operate on
the building's emergency generator.
If the outage is confined to your space, an engineer will visit and restore power as soon
as possible.
If the outage is of a general nature, you may not receive a personal visit, since the
engineers will be working to restore power at a central point.
Regardless of the extent of the outage, the premises should not be abandoned.
Remain there to protect your property.
The anticipated time for power being restored will be informed. If that will be lengthy,
Management may authorize closing, and you will be informed accordingly.
Emergency Response: Power Failure
OBJECTIVE: In the high tech buildings the mobility and workability is totally dependent on
assured power supply. Objective of this SOP is to establish procedures to react during power
failures/major breakdowns in the power system.
POLICY: Ensure effective Handling of Power Outage Situations.
RESPONSIBILITY: Electrician / Supervisors (E & M) and Shift Engineers
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PROCEDURE:
In the event that a power failure occurs, either in your premises or the general area, call the
Management Office control room and report the extent of the outage and its cause, if known.
Security communication, fire systems, and essential services will continue to operate in the
buildings on power backup generator/UPS system.
If the outage is confined to your space, an engineer with technical hands will visit your site and
restore power as soon as possible. If tripping of MCBs/MCCBs is resulting due to switching on a
specific equipment/machinery maintained by the client do not try third time for reactivation
unless fault in equipment is rectified. Otherwise the fault will travel to main substation hence total
interruptions in the entire building thus inconvenience to consumers.
If the outage is of a general nature, you may not receive a personal visit, since the engineers will
be working to restore power at a central point. However update on the rectifications actions
and probable time of restoration will be available with the officer on duty in control room.
Regardless of the extent of the outage, you should not abandon your premises. Remain there to
protect your property. You will be informed of the time we anticipate power being restored. If
failure is likely to be lengthy and 100% power requirements cannot be ensured from power
backup due to various reasons, Management may authorize closing of the day, and you will be
informed accordingly.
Bursting Of Water Pipes
OBJECTIVE: To establish a procedure in case water pipes burst.
POLICY: Ensure effective Handling in water pipes bursts.
RESPONSIBILITY: E&M Team / Security Guard
PROCEDURE:
Following actions are contemplated in case of water pipe burst resulting in flooding:
Security will inform the Asst. Property Manager, and the Security Control Room on
telephone.
Shift Engineer– Technical department will send out their maintenance team
immediately.
Plumber/Fire Technician will try and control or contain the overflow water by closing
valves.
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Other Technicians and contractors workers will remove Equipment/material likely to be
damaged or affected by the overflowing water.
Care shall be taken to prevent water from flowing towards electrical panels /
connections and in such cases cut off the electric supply to that area.
Keep the Asst. Property Manager appraised of the current situation.
Gas Leak
OBJECTIVE: To establish a procedure in case of gas leak
POLICY: Ensure effective Handling in case of Gas Leak.
RESPONSIBILITY: E&M Team / Security Guard
Procedure:
When there is a possible gas leak within the building, it should be reported immediately
to the Property Management Office.
Personnel specifically trained in gas shut-off procedures will respond immediately.
All operations must be ceased immediately.
Do not light matches or turn on lights, and evacuate the building.
Facilities Services personnel will recommend response procedures once they have
confirmed the leak.
Building occupants should evacuate if recommended by Property management.
Ventilation Problem
OBJECTIVE: To establish a procedure incase of ventilation problem.
POLICY: Ensure effective Handling in case of ventilation problem.
RESPONSIBILITY: Technical team
Procedure:
If odors come from the ventilation system:
Immediately notify Management Team Office.
If necessary, cease all operations and evacuate area
If smoke is present, activate the fire alarm system and call for the Management Team.
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Plumbing Failure/ Flooding
OBJECTIVE: To establish a procedure in case of plumbing failure/flooding
POLICY: Ensure effective Handling in case of Plumbing Failure.
RESPONSIBILITY: Technical team
Procedure:
In case of any plumber failure or flooding inform the Management Team.
Report power failures immediately to the Management Team Office.
Avoid any contact with electrical equipment or lines.
During outdoor flooding, use caution.
Accident
OBJECTIVE: To establish a procedure in case of an accident
POLICY: Ensure effective Handling in case of an accident.
RESPONSIBILITY: Technical team
PROCEDURE:
Inform Security Control Room giving location seriousness and number of persons
involved.
Inform Asst. Property Manager immediately.
Asst. Property Manager will be kept apprised of the situation / happenings at the same
time.
Police will be called to the accident site only on the instructions of Asst. Property
Manager of the Building.
An accident report will be prepared by the Security Control Room and forwarded to
the Asst. Property Manager.
It will include the following details: -
Details of the accident and the nature of accident.
Details of the person(s) involved in the accident.
Details of the accidents as described by any witness(s)
If the accident is of serious nature then ensure that all evidence at the scene is preserved, the
affected area cordoned off for expert inspection and photographs taken.
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If the accident has occurred due to an electrical hazard then take the following additional
precautions should be taken:
Immediately isolate electrical supply and inform Asst. Property Manager or Shift Engineer
or Security Control Room.
Do not touch the electrocuted person until it is confirmed that the electric supply has
been cut off.
In severe cases administer basic first aid and remove the affected person for expert
attention.
Emergency Response: Sprinkler Shutoff
OBJECTIVE: To establish a procedure for handling false operation of sprinkler system due to
mechanical failures/malfunctioning of sensors/detectors.
POLICY: The operation of handling Sprinkler Shutoff should be safe, smooth and trouble free.
Please note that this procedure should only be used when there is a water flow condition with
the sprinkler system that is not caused by an actual fire. It is imperative that verification of the
cause of the incident takes place before any action is taken. Remember, if there is an actual fire,
the disabling of the sprinkler system should only occur on the order of the Fire Department..
RESPONSIBILITY: Technician on duty
PROCEDURE:
Emergency Sprinkler Shutoff
Verify the location and cause of the water flow situation. If you are CERTAIN that the
flow is from the domestic water supply system, proceed to step
2 Attempt to locate an isolation valve upstream of the leak, and close this valve.
If the flow from the leak stops, then proceed with necessary repairs.
If the flow does not stop, or decrease enough to perform repairs, proceed to Step 5
Go to the Fire Pump Room and look for the main water supply piping and meters along
the West wall of the room.
The main water shutoff valve is marked with a sign. Close this valve.
Note that it may take a while for the water to drain out of the piping where the leak is.
REVISION GUIDE:
The above SOPs are just guidelines and subject to modify as per site conditions prevailing during
emergency.
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Emergency Response: Water Shutoff
OBJECTIVE: The objective of this SOP is to take accelerated action to shutoff water supply and
conserve water wastage.
POLICY: The operation of handling Water Shutoff should be safe, smooth and trouble free.
RESPONSIBILITY: Technician / Plumber on duty/Shift Engineer.
PROCEDURE:
Emergency Water Shutoff
Identify the location, type of water supply i.e. domestic/soft water/recycled water
affected. Locate the fault leading to uncontrolled water flow situation. Take following
actions to attend to the fault and activate emergency shutoff valves.
Locate an isolation valve on upstream of the leak, and close this valve manually.
1. If the flow from the leak stops, then proceed with necessary repairs. If there is
necessity of welding to stop leakage activate hot line work permit before working
on line.
2. If the flow does not stop, or decrease enough to perform repairs to stop. Close
main valve in the pump room .Inform all concerns about interruptions in the
supply. Then attend to the necessary repairs. For emergency, supply from terrace
tank will be released for tenants till it’s feasible.
The DG sets are based on water cooled radiators thus shortage of water supply due to
prolonged breakdown will affect DG Operations and load shedding of power from DGs
Sets is a possibility
REVISION GUIDE:
The above SOPs are just guidelines and subject to modify as per site conditions prevailing during
emergency.
Emergency: Uninterruptible Power Supply Failure
Objective: To establish a standard operating procedure in case of UPS failure to ensure supply
for all essential services through alternative sources or otherwise.
Policy: The operation should be smooth and quality of supply from alternative sources should be
acceptable to the equipments being fed from UPS without interruption in switching over.
Responsibility: Maintenance Supervisor/shift supervisor
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Procedures:
If alarm is received, have technician respond to unit.
Determine status of load and silence alarm by depressing “horn off” button.
If load is on battery, inform control room and follow GENERATOR MANUAL PROCEDURES
to restore power to unit.
If UPS unit fails completely, inform control room and request AMC technician. Switch over
the system to bypass mode and ask AMC vendor to rectify the part immediately
Ensure a source of power is available. If available, use the generator system. If this system
has not started, follow GENERATOR MANUAL PROCEDURES
Verify closure of the MBB. Then open the maintenance isolation breaker. Load is now on
maintenance bypass.
Document required actions taken and report to concerned supervisor on duty.
Emergency Start Up/Shutdown: Generators
Objective: To establish standard operating procedure for manual start up and shutdown of DG
sets in case of failure of AMF panels.
Policy: Follow Systematic operation Procedure for manual operations of the DG.
Responsibility: DG Operators/ helper/shift supervisor
Procedures:
In case of PLC fails to respond to the command of power failure from electricity board. The
system will be put on manual starting and following action will be taken.
1) Before starting generators located in the generator room, check the following:
i) Oil level
ii) Coolant level
iii) Dampers cleared
iv) Battery charger (minimum 26.1 volts)
v) Trash, debris, etc. clear from generators
2) After the listed above items have been checked, fill in the top portion of the Generator
Operator Log.
3) Press the lamp test button to ensure all lamps illuminate.
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4) Transfer the load to emergency by the following steps:
i) Flip the “AUTO TEST” switch to the “TEST” position.
5) Generators will come on line and run. If generators fail to start, manually start and
synchronize each generator at the generator control board.
6) Ensure generators have enough load for proper load test. If not, take a generator off line.
This is done by the following steps:
a. Locate the “LOAD SHED” switch, which is located on the control for the emergency
bus, and turn the key to the by-pass position.
b. Locate the generator control switch for Generator #1 and Generator #2 which are
located side by side next to the emergency bus on the right hand side.
c. Turn the pistol grip to the “OFF” position for Generator #1 or Generator #2 depending
on which generator was run during the previous test.
7) The generator load will be transferred to the other generator before shutting down.
8) Locate the Life Safety Generator transfer switch in the DG. Transfer load to emergency by
the following steps:
a. Flip the “AUTO TEST” switch to the “TEST” position.
9) Life Safety Generator will come on line and run.
10) Log generators every hour.
Manual Shutdown
NOTE: Shutdown procedure to be performed only at the direction of the Asst. Property Manager
or Maintenance Supervisor.
Once the power supply is restored the generator is to be shutdown manually by switching of
the generator; before generator is switched off ensure that load is transferred on main supply
and generator is run for 5 min. without load.
After generator has shut down, do the following: (ONLY IF BYPASSED)
a. Locate the “LOAD SHED” switch located on the control panel for the emergency bus
and turn the key to the normal position.
b. Locate the generator control switch for Generators.
c. Turn the pistol grip to the “RESET” position then back to the “AUTO” position on
Generators depending on which generator was taken off line.
Locate the Life Safety Generator transfer switch located in the northwest corner of the
generator room. Transfer load to normal power by the following step:
a) Flip the “AUTO TEST” switch to the “AUTO” position.
ATS switch will transfer to normal power once the green lamp “LOAD CONNECTED TO NORMAL”
illuminates and the red “LOAD CONNECTED TO EMERGENCY” lamp goes out. . (This will take 5
minutes).
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Life Safety Generator will run for another 5 minutes to cool down and then shut down.
Review all switch positions. Make sure all switches are in the “READY TO RUN” position so the
system will function correctly during a power failure.
Emergency: Fire Alarm Panel Procedures
Objective: To establish standard operating procedure for Fire Alarm system.
Policy: Ensure effective functioning of fire alarm System.
Responsibility: Supervisor / Fire Officer
Procedures:
Verify red system “ALARM” light is flashing, the red zone “ALARM” light is flashing, the
alarm signals are sounding; and the panel audible signal is pulsing.
To acknowledge the alarm condition and silence the panel audible signal:
(1) Unlock and open the Plexiglas door.
(2) Press the “ACKNOWLEDGE” button. The “ALARM” lights will light steadily and the
panel audible signal will be silenced.
NOTE: Multiple alarm indicators must be acknowledged GED/silenced individually.
After an alarm condition, immediately notify the Asst. Property Manager.
When told by an authorized person that there is no hazard and it is safe to do so:
(1) Unlock the Plexiglas door.
(2) Pressing the yellow “SIGNAL SILENCE” light may silence the system audible alarm
signals.
When the cause of alarm has been corrected, the control system can be reset by
pressing the “RESET/LAMP TEST” button. (Hold this button for at least 3 seconds). Note that
all initiating devices must be restored to normal first, or the system will not reset.
INSTRUCTIONS DURING A SUPERVISORY CONDITION
Verify yellow “SUPERVISORY” lights are lit, yellow and red lights may also be lashing
alternately. The panel audible will also sound.
Notify Hard Fire Suppression Systems Immediately.
When told by an authorized person and it is safe to do so:
(1) Unlock the Plexiglas door.
(2) Press the “ACKNOWLEDGE” button. This will cause the lights to stay on steadily
and will silence the panel audible signal.
Sequence of Operation
The following is a listing of the events that occur in normal, trouble and alarm conditions.
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i) Normal Standby Condition
(i) The green “AC ON” light is illuminated.
(ii) The other lights are off.
ii) Trouble Condition
(a) One or more yellow lights are on.
(b) Panel audible buzzer sounds.
(c) The Liquid Crystal Display indicates the source of the trouble.
iii) Alarm Condition
(i) The alarm horn sounds and fire strobes flash.
(ii) The red “ALARM” light illuminates at panel.
(iii) The Liquid Crystal Display indicates the source of the alarm.
(iv) The building alarm is activated.
iv) Detector Cross Zone is Activated (Intelligent fire detector panel/zonal)
(i) The alarm horn sounds and fire strobes flash.
(ii) The red “ALARM” light illuminates at panel.
(iii) The building alarm is activated.
(iv) Deluge panel is activated and this satisfies the first stage of water release.
(v) If this cross-zone occurs and deluge panel in the associated sprinkler room
goes into alarm, this panel must be reset.
When the cause of the condition has been corrected, the control system can be reset
by pressing the “RESET/LAMP” button. (Hold this button for at least three seconds). Note
that all initiating devices must be restored to normal first, or the system will not reset.
Instructions during a Trouble Condition
Yellow “SYSTEM TROUBLE” light is flashing (depending on the trouble condition(s), other fault
lights may also be lit or flashing). The panel audible signal will also be sounding.
Notify Hard Fire Suppression Systems immediately. Do not leave the panel in a trouble
condition. The fire alarm may not work properly. Lives may be lost in a fire. If the fire alarm
system is not operating properly, it may be unable to perform its intended function.
To acknowledge the trouble condition and silence the panel audible signal, open the
Plexiglas door and press the “ACKNOWLEDGE” button. NOTE: Multiple trouble indications
may have to be acknowledged individually.
The yellow “SYSTEM TROUBLE” light and any other fault lights will remain lit until the trouble
condition(s) has been corrected.
When the trouble condition(s) has been corrected, the system will return to the normal
condition.
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FIRE SYSTEM TROUBLE PROCEDURES
Procedures for Fire Trouble Alarms
1. In the event of a trouble alarm, determine as to which building or buildings are affected.
2. Send a building technician to the trouble alarm location.
3. Technician will reset the trouble alarm if possible.
4. If trouble alarm cannot be reset, the technician will call for the AMC technician for service.
5. Inform supervisors of trouble alarm on fire panel and status (whether reset or if next day service
has been scheduled).
Emergency: Backup Utilities Procedures
Objective: To establish a standard operating procedure for back-up Systems functioning.
Policy: Ensure uninterrupted supply of Basic Utilities to the Occupants
Responsibility: Electrician/ shift engineer
Procedures:
Electricity
1. Ensure generators have started and transferred load correctly. Follow POWER OUTAGE
PROCEDURE.
2. Notify Asst. Property Manager.
3. Operator is to call account representative of electricity board and report that a power
outage has occurred. Give the name and address of the building, and ask what caused
the outage.
Property Shutdown / Lockouts Procedures
Objective: To establish a procedure for Emergency property Shutdown / Lockouts.
Policy: At times due to various administrative reasons, legal complications or workers
disputes and union activities situation may so arise which warranted emergency
Shutdown/lockout of the building. SOPs are generated to activate such requirements.
Procedures:
1. Shut off all primary utility isolation valves for water, sewage and gas.
2. Switch of electricity for all shops and offices except for security and common area.
3. Isolate supplies for Cooling towers, water heaters, domestic water system, chilled water
systems for fire pump to be operated under emergency.
4. Lock all exterior doors. Post security guards as necessary or as decided by management
team and clients.
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5. The manning for security and firefighting system will remain active as per the decision
taken in consultation with management, tenants and security staff.
6. The services will be restored only after verification of serviceability of all controls and
components whenever issues are resolved and as per the decision of the management in
consultation with the clients.
10. FORMS:
Forms of Verification: Page 81 to 83
New Joining Form: Page 84 to 85
PF Forms: Page 86 to 88
Security Verification Forms: Page 89
PDC Form: Page 90
Audit & Survey Form: Page 91
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