Operational Guidelines

Code of Conduct (Guards' Standards of behaviour)

Code of Conduct For Security Guards

Personal Appearance:

Wear smart and presentable clothing that easily identifies you as a SECURITY GUARD, and is in accordance with Synergy Guards guidelines

Wear your SIA license on the outside of your clothing whilst on duty, displaying the photograph side

Professional Attitude and Skills:

Greet visitors to the Site/Company in a friendly and courteous manner

Always be friendly and do not discriminate on the grounds of gender, sexual orientation, marital status, race, nationality, ethnicity, religion or beliefs, disability, or any other difference in individuals which is not relevant to the Security Guard responsibility

Individual guard is required to carry out his/her duties in a professional and courteous manner with due regard and consideration to others

Guards must always show personal integrity and understanding

Be watchful of your language when dealing with members of the public and colleagues. Use moderate language, which is not defamatory or abusive.

Guards must remain alert at all times

Guard must build knowledge of local services and amenities appropriately

General Conduct:

Guard must never solicit or accept any bribe or other consideration from any person

Guard must not drink alcohol or be under the influence of alcohol or drugs

Guard must not display preferential treatment towards individuals

Guards must always show personal integrity and understanding

Guard must never abuse his/her position of authority

Guard must never his/her position of authority

Guard must never carry any item which is or could be considered threatening

All incidents must be reported to the management

Guard must co-operate fully with members of the Police, Local Authority, SIA, and other statutory agencies with an interest in the Site/Company or the way they are run.

Company Values and Standards:

Guard must familiar himself or herself with Synergy Guards Standards

Guard are expected to have insight of Synergy Guards culture and values

Guard are expected to contribute to the goals and objectives of Synergy Guards

Guard must make himself/herself familiar with our client Site/Company where he/she is working i.e. Building Layout, Emergency Exits, Gates, CCTV, Muster Points, Fire Alarm Positions and Fire Fighting Equipment

Any hazards or incidents that have occurred throughout the course of guard's shift must be reported and the outcome recorded in the incident book

Guard must look after and support the welfare and needs of his/her colleagues while on duty

Guard must not use mobile phones during work unless it is to contact the emergency services

Dress Code

Detailed Instruction on the dress code requirements for the Site/Premises you’re working at will always be made available through text message, email, phone or written in the project site folder. If you are in any doubt about the dress code requirements please contact the Operation Manager or the Operation Director on 0795 066 8955 prior to you starting your shift

There will be no variations to the dress code unless they have been approved by the Site/Premises management. If the dress code has been changed it will be communicated to you

Please note: there are regular Service Evaluation Report which will inform Synergy Guards management of any breaches of the dress code

Dealing with complaints

The Dos of Complaints

Pay attention to the customers without interrupting

Acknowledge their point of view

Show understanding of the complaint

Show you are taking the complaint seriously by listening and questioning them for clarification

Repeat the complaint back to the person to shoe a better understanding of the issue

Tell them what you intend to do and take action immediately

The Don’ts of Complaint

Don't take the complaint personally

Don't be angry

Don't argue with customers

Don't blame your unprofessional colleagues

Don't blame the management

Don't justify your actions or make excuses

Don't make jokes at the expense of customers

PLEASE NOTE: You may need to apologise even if it is not your fault. Let the customer have the last word.

Site Records

A Daily Security Log Book will be maintained for the Site/Premises

Occurrences, incidents and actions taken must be recorded by date and time.

All checks must be recorded by time

Incident reports must be made for all incidents

Booking On/Off Duty

When reporting for duty or finishing duty in “on site” projects you will be required to sign in and sign out in the Synergy Guards Daily Security Log Book. By signing in you signify that you have made yourself familiar with and understood:

1. Project Assignment Instructions – including having and checked the Amendment Record for any updates and having read and understood those updates

2. A project mandatory Instructions

Search Policy

Effective external search of the Site/Premises.
The purpose of this search is to check that:

Doors are locked and secure

Fire and Emergency doors are not blocked

Windows and skylights are secure

The external fence is intact and secure

All security equipment such as lighting, alarms, locks etc are in working order

All areas are free from litter and that there are no suspicious objects

Make a note of all the issues and put them in the incident book

Issues of a serious nature should be reported to the Operation Manager immediately without delay

It is important to be sensitive to peoples embarrassment, firm but polite.

Following all these procedures will prevent:
• Accusations of impropriety
• Accusations of planting of evidence
• Risk of injury to oneself

IN SUMMARY, ALWAYS REMEMBER TO:
• GET PERMISSION
• BE POLITE
• BE POSITIVE
• BE PROFESSIONAL

Threats To Staff

Threats to any member of staff should be taken seriously

You should know what the problem is and who was threatened by speaking to the affected member of staff

You should then approach the person who made the threat in a non-aggressive manner and establish what the situation is and why they made the threat

You should make it known to the person involved that threats to any member of staff are not acceptable under any circumstances

If you consider the threat to be of a serious nature, you should ask the person who made the threat to leave the Site/premises immediately

Inform the person who made the threat that should they not leave the Site/premises immediately then you will call the Police

If the person who made the threat does not leave the Site/premises when they have been asked to do so then call the Police immediately by dialling 999

Complete the incident report sheet at the first available opportunity

Security Equipment

All or some of the below listed equipment may be given to you depending on the project you are working on:

Torch

Pen

Daily Occurence Book

Hi-visibility clothing

Mobile Phone

Key to pemises

Radio (If required)

Padlock

Clocking Gun

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