Safety and Security BeginS at the front deSk

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Be prepared to handle emergencies, threats, and unexpected situations

DISCLAIMER: The principles and suggestions in this handout and the SAFETY AND SECURITY BEGINS AT THE FRONT DESK: BE PREPARED TO HANDLE EMERGENCIES, THREATS, AND UNEXPECTED SITUATIONS webinar are presented to apply to diverse personal and company situations. These materials and the overall seminar are for general informational and educational purposes only. The materials and the seminar, in general, are presented with the understanding that CareerTrack is not engaged in rendering legal advice. You should always consult an attorney with any legal issues.

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc. AFD1310

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

2

Problem definition the organization’s role

occupational Safety and health act, Section 5(a)(1), the general duty clause

Each employer shall furnish to each of his employees employment and a place of employment whichare free from recognized hazards that are causing or are likely to cause death or serious physical harmto his employees.

Workers’ compensation

Exclusive Remedy Rule

Suits Outside of the Workers’ Compensation System

your rolehow do you see yourself in the context of contemporary business? What role(s) do you play?

Greeter

Gatekeeper

Traffic director

Security monitor

Alarm sounder

ModuLe one

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

3

conflicting considerations risk avoidance

Crime Prevention Through Environmental Design (CPTED)

risk reduction

risk spreading

risk transfer

risk acceptance

Possible maximum loss

Probable maximum loss

challenges

deterrence

detection

defense

defeat

ModuLe tWo

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

4

Problem analysis assess the Warning Signs of trouble that Will Put you in red-alert Mode

Type of “crime”

Attack methods

Season, day, time of attack

Suspect characteristics

Typical types and amounts of loss or injuries suffered

identify and eliminate Security gaps in your front desk area

1. issue identification

Type of Emergency

Probability

High Low5 1 x

Human Impact

High Low 5 1 x

Property Impact

High Low 5 1 x

Business Impact

High Low 5 1

Total

Issue x

Issue a

Issue z

Issue b

Issue m

Issue y

2. assign Values

Type of Emergency

Probability

High Low5 1 x

Human Impact

High Low 5 1 x

Property Impact

High Low 5 1 x

Business Impact

High Low 5 1

Total

Issue x

Issue a

Issue z

Issue b

Issue m

Issue y

ModuLe three

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

5

ModuLe three identify and eliminate Security gaps in your front desk area

3. Multiply the factors one against the other

Type of Emergency

Probability

High Low5 1 x

Human Impact

High Low 5 1 x

Property Impact

High Low 5 1 x

Business Impact

High Low 5 1

Total

Issue b

Issue x

Issue y

Issue z

Issue a

Issue m

4. Sort total Value in descending order

5. focus on threats With the highest numeric Value

Security risk management formula

Likelihood of threat occurrence

x Severity of potential damage ---------------------------------------------------------------

Possibility of harm

Financial considerations

Type of Incident

Probability Possible Maximum Loss

Probable Maximum Loss

Cost to Reduce Probability

Implement?

High Med Low Yes No

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

6

Visitors evaluate your Visitor access Procedures to Be Sure your gatekeeping techniques are on target

access entitlements

enrollment procedures

Time zones

Access levels

Geographic controls

Jan- Mar

Apr- Jun

July- Sep

Oct- Dec

Mon Tues Wed Thur Fri Sat Sun 6 am- 6 pm

24/7 Zone 1

Zone 2

Zone 3

Charlene Simon Ian Betsy Maya Noah

ModuLe four

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

7

Visitors evaluate your Visitor access Procedures to Be Sure your gatekeeping techniques are on target

designated restricted areas

A restricted area is any area that is subject to special restrictions or controls for security reasons. Restricted areas may be established for the following:

Level 3 (lowest): The enforcement of security measures and the exclusion of unauthorized personnel.

Level 2: Intensified controls in areas requiring special protection.

Level 1 (highest): The protection of classified information or critical equipment or materials.

four commonly used access-control id methods are:

Personal-recognition system

Single-card or -badge system

Card- or badge-exchange system

Multiple-card or -badge system

ModuLe four

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

8

Visitors evaluate your Visitor access Procedures to Be Sure your gatekeeping techniques are on target

Visitor identification and control

Unrestricted access

Sign-in, no follow-up

Sign-in with follow-up if visitor does not sign out

Sign-in with badge but no follow-up if badge not returned

Sign-in with badge and follow-up if numbered badge not returned

Sign-in with badge and escort

Sign-in with color coded badge depicting geographic restrictions

Time-based key card or other credential, e.g., card turns black after a certain length of time

Suggestion: develop, at a minimum, two different levels of security–normal and high

The normal level will represent regular security procedures.

The high level will detail how increased vigilance and heightened security operations will beimplemented.

ModuLe four

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

9

Special challenges Suspicious Letters and Packages

Posters

FBI Poster - http://www.adl.org/security/fbi.pdf USPS Poster - http://about.usps.com/posters/pos84.pdf

checklists

if a suspected bomb: Do not open–lay it down gently and keep it level. Isolate it and clear out the area within a 200-foot radius. Do not put it in water. Do not put or lock it in a cabinet or drawer. If you have windows, open them. Call 9-1-1.

if a suspected bio-chemical agent and it is unopened: Above steps except do not open windows. Do not attempt to open article. Place it in a clear bag and seal it. Record the return address, addressee and postal information found on the article. Isolate article so it won’t be handled again. Ensure those who had contact with it wash their hands with soap and water for at least three

minutes and rinse for at least one minute. Shut off ventilation system to the area where the suspicious mailing is. Shut off the photocopying machine and other equipment containing fans in the area where the

suspicious mailing is. Contact the sender and addressee to determine contents. If unsuccessful and the article still seems suspicious, evacuate the area and contact the police.

ModuLe fiVe

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

10

Bomb threats Bomb threat checklist

Exact time of call: _______________

Exact first words of the caller: _________________________________________________________________________________________________________________________________________________________

• Remaincalm,becourteous,listento,anddonotinterruptthecaller.

• Getattentionofanotherperson-givenotesaying"Call9-1-1,bombthreat."

• IfyourphonehascallerIDdisplay,recordnumberofincomingcall. _______________________________

• Writedownexactwordsofthecallerandthreat.

• Don'thangupthephone.Leavelineopen.

• Notifyasupervisor.

try to keep the caller on the phone and talking by asking the following questions:

1. When will it explode? At what time? ________________________________________________________

2. Where is it located? What floor? Room? ______________________________________________________

3. What does it look like? ___________________________________________________________________

4. What kind of bomb is it? ___________________________________________________________________

5. What will set it off? ______________________________________________________________________

6. Why are you doing this? __________________________________________________________________

7. Who are you? ___________________________________________________________________________

8. Are you aware that it could kill or injure innocent people in addition to those you intend to hurt?______________________________________________________________________________________

ModuLe fiVe

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

11

NameofPerson Receiving Call: ____________________________________

PhoneNumberThreatWasReceivedon:____________________________________

Voice Speech Language Behavior Background Noises

Clean Accented Educated Agitated Airport

Distorted Deliberate Foreign Angry Animals

Loud Distinct Foul Blaming Baby

Muffled Fast Intelligent Calm Birds

Nasal Hesitant Irrational Fearful General Noise

Pitch-High Lisp Rational Laughing Guns Firing

Pitch-Med Slow Slang Nervous Gymnasium

Pitch-Low Slurred Uneducated Righteous Machinery

Pleasant Stuttered Unintelligible Other: Music

Raspy If Accented, If Foreign, Party

Smooth Describe: Describe: Quiet

Soft Restaurant

Squeaky Talking

Unclear Tavern / Bar

Other: Television

Traffic

Train

Typing

Water / Wind

Other:

Bomb threats Bomb threat checklist

description of caller (check all that apply)

Sex: Male ______ Female ______ Unknown ______ Approximate Age ______

ModuLe fiVe

©2013 CareerTrack, a division of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion of brief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.

12

develop an emergency action PlanPlan contents

Emergency information sheet (one-page summary of immediate steps to be taken and individuals tobe contacted)

Introduction to the plan

Communicationplan(or"telephonetree")

Prevention/protection strategy

Checklist of pre-disaster actions (outline of procedures to be followed in advance of emergency forwhich there is advance warning [e.g., hurricane, flooding], including assignment of responsibilities forthose actions)

Instructions for response and recovery

Emergency action

Notification

Disaster declaration

Systems recovery

Networkrecovery

User recovery

Salvage operation

Relocation

Detailed appendices

engage in table top exercises A sit-down, planning exercise to run through the actions and procedures that need to be taken and for

working out solutions to problems that are likely to arise based on a given emergency situationor scenario.

During the exercise, management will be solving perceived or anticipated problems in a given situationor scenario without the participation of the building occupants.

The emphasis in this type of exercise is on the adoption of corrective solutions and procedures.

ModuLe fiVe