Security Incident Response and Reporting Procedure

Purpose. Directs how security officers assess, respond to and report incidents on client sites, including alarms, trespass, aggression, theft, medical emergencies and evacuations.

1.Scope

This procedure applies to every licensed officer on static, patrol, concierge and control room duties. It works alongside each site's assignment instructions and the client's emergency plan. Officers must act within the powers of an ordinary person and their licence; officers are not police.

2.Assess before you act

On receiving an alarm, a call or observing an event, the officer must assess the risk to people first, then property, and must decide whether to respond alone, wait for a second officer or call emergency services. Officers must not enter a premises where an offender is believed to be present without a second officer or police, unless a person is in immediate danger.

• Risk to people first, property second
• Call 000 for any threat to life, fire or serious injury
• Wait for backup before confronting an offender
• Tell the control room what you are doing before you do it

3.Managing behaviour

Officers must use communication and de-escalation before any other response. Removal of a person from premises must follow the site instructions and the law on reasonable force. Any use of force, however minor, must be reported in full. Officers must not detain a person except where the law allows and must hand over to police as soon as possible.

4.Medical and emergency events

Provide first aid within your training and call an ambulance. For fire alarms and evacuations, follow the site emergency plan, assist wardens and account for people at the assembly area. Record the timeline as events happen.

5.Reporting

Every incident must be recorded in the Incident, Hazard and Security Log before the end of the shift using the Incident Report Form as the guide. The report must be factual, in time order, and must record names of people involved, witnesses, police event numbers and any CCTV retained. The control room must notify the Security Operations Manager immediately of any assault, use of force, injury, police attendance or media interest.

6.After the incident

CCTV footage relevant to an incident must be preserved for at least 90 days. Officers involved in a serious incident will be offered support through the employee assistance program and will be debriefed by the manager within 48 hours. Client reports are prepared by the manager, not sent directly by the officer.