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Standard Operating Procedures

Section 1.  Introduction

The following  publication is a Standard Operating Procedures (SOP).It has been prepared to assist the security Static guard ,loss prevention, crowd control and security patrol guard with in surrenders communities in Melbourne Victoria suburbs.

Oisle Security is a new organization established to protect others organizations for a loss of products theft of goods from offenders and non genuine clients.

 

1.2 The Purpose of Oisle security is to maximize profits of any company and support , reduce all the potential risks that perhaps are destroying  business in our community .It also to maintain integrate and shape the success of the business that is representing.

 

The director of Oisle Security Company Elsio Mendes Da Mata has a vast experience in security guard, the loss prevention and crowd control .The purpose of this company is to serve as many retailers' shops as possible .To protect and to induce security and safety in all areas of security. The Oisle security will protect all the retailers and provide service to at minimum cost.

 

1.1 Purpose

 

The purpose of the Oisle Security is to serve all the clients in all areas of security to enforce law of safety (WHS) with Victoria police serving    public and create a better community for us all.

 

1.2 Mission

 

The Mission of the Oisle Security Company is to:

 

 Protect and value product with integrity and Safety to yourself and others without causing any harm.

 

 

 

 

 

 

 

 

 

 

 

 

 

........
ization established to protect others organizations for a loss of products theft of goods from offenders and non genuine clients.

 

1.2 The Purpose of Oisle security is to maximize profits of any company and support , reduce all the potential risks that perhaps are destroying  business in our community .It also to maintain integrate and shape the success of the business that is representing.

 

The director of Oisle Security Company Elsio Mendes Da Mata has a vast experience in security guard, the loss prevention and crowd control .The purpose of this company is to serve as many retailers' shops as possible .To protect and to induce security and safety in all areas of security. The Oisle security will protect all the retailers and provide service to at minimum cost.

 

1.1 Purpose

 

The purpose of the Oisle Security is to serve all the clients in all areas of security to enforce law of safety (WHS) with Victoria police serving    public and create a better community for us all.

 

1.2 Mission

 

The Mission of the Oisle Security Company is to:

 

 Protect and value product with integrity and Safety to yourself and others without causing any harm.

 

 

 

 

 

 

 

 

 

 

 

 

 

2.1   Responsibilities  

 

 

 

 

All the responsibilities is measure in accordance with the (ISTA) international Security Training Academy in Australia and Others institutions like (ASSI ) international Australia School of Security and Investigators .All the security Guards must have a Victoria security license CER II CERT III and CERT IV in order to be employed by the Oise Security Company .Also all the employers must be registers with the Victoria Police licensing registration for private security Business .All the employee must carried a photo identification Victoria licensed update issued  by the Victoria police Licensing & Regulation Division  in order to work with Oisle Security company .

All Security Licensing are issue by the address below:

 

Licensing & Regulation Division
Victoria Police Centre
637 Flinders Street
Docklands, VIC, 3008

GPO Box 2807
Melbourne, VIC, 3001

Phone: 1300 651 645
Fax: (03) 9247 6485
Email: licensingregulation@police.vic.gov.au

 

 

 

 

 

 

 

 

2.2   SECURITY LOSS   PREVENTION:

 

  1. Security Loss Prevention: is a licensed security officer who works undercover to perform apprehension from time to time working in plain clothes. The loss prevention officer is high recommended for all retail store .Loss prevention can be working alone or pairs of two. The loss prevention function is to arrive at the allocated store and liaise with the store manager or duty manager in charge before commence work. The loss prevention officer HE or SHE will carry with them a  Security licensed photo identification before the start of any shift.

 

LOSS PREVENTION RULES OF ENGAGEMENT:

 

  1. Loss prevention must have a visual deterrence to stop and prevent any potential shop-stealer or troublemaker at any time.
  2. Any Loss Prevention before stop or apprehend someone HE or SHE must have five key important steps follow by:

 

          1. Observed offenders selecting  products or goods from the store.
          2. Observed  offenders taking the tags off the selecting products of goods in the store, being dishonest and show no signs or intent to buy the select goods from the store.
          3. Observed offender concealing the selected products from the store without any intent to purchased them.
          4. Observed offenders walking past the registers with no intent to purchased products from the store.
          5. Finally observed offender exiting the store without intent to purchase the selected products from store.
        1. The loss Prevention officer has the right to stop anyone that steal products and goods from store without paying for it.
        2. The loss officer must approached offenders outside the store and identified himself as undercover security for Oisle  Security company .And then asked  offenders to walk back with you to the rear of the store ,together with a member staff to an allocated office at the rear of the store.

 

 

 

 

 

 

 

 

 

LOSS PREVENTION APPREHEENTION CONTINUE  

 

 

 

  1. Loss prevention officer must ask the offender to produce the stolen goods or Products and value them in the store before call the police . Loss prevention can and should ring police for any apprehension if necessary. To stop and minimize the stolen goods from  store.

 

  1. Loss prevention must notified the Store manager or Duty manager of the store and inform him or her of the circumstances evolving police attending the store.

 

  1.  Loss Prevention is to complete the Oisle security daily activity sheet for every shift they do within the store and emailed to the operational manager at the end of a fortnight .All loss prevention officers will be challenged for a personal develop plan (PDP) at end of every six months for training and capabilities review. 

 

 

LOSS PREVENTION DOES NOT ENGAGE:

 

  1. Never accused a person on the basis of what someone else has told you.

2 - When you are in doubt do not attempt to act, just observe and remember it for the future, because you may be wrong and if the offender are stop by you also you will be required to write a statement and reported to the Victoria police . Loss prevention must always follow the five steps before making any apprehension.

3. Never engage in an argument of any kind with a customer, no matter how wrong you think they are.  Call a management team member, inform them of the circumstances and request they attend the customer. Remain nearby in case further assistance is required.  Be aware that if the customer has a complaint, your presence may only agitate the customer. 

However, if the customer acts in a boisterous and unruly manner, stand back and observe. If the offender are going to be apprehended for shop stealing   the loss prevention must identified himself as for example "Excuse-me my name is Michael and I work for the company (XYZ) I observed you doing (XYZ) and concealed inside your pants .

Can you please accompany me to the rear of the store and make the purchase for the damage or concealed products."Please make show you will always have someone else to accompany you and the offender back to the security room at the rear of the store. Because offenders usually have tendency to dump the stolen goods before coming in to the security room. Once you have recovery the stolen goods and the total value, you can then call the police (000) and report the incident.

Issued by Loss Prevention Department- OISLE SECURITY PTY LTD.

If the security guard or loss prevention is on duty and they have had and apprehension at the store's closing time they are to reported to store manager and police before banned the offender from the store .If the police requested to attend the store and collect the offender to the police station so does the loss prevention must collaborate with police and store manager. At the end of that shift the regional operation manager of Oisle security must be notified before the security guard or Loss prevention leave the store.  Security guard or loss prevention are also welcome to use the tea room facilities leaving them in a clean and tidy manner and high level personal hygiene standards are maintained.  Communication Standards   It is expected the security guard or Loss prevention that work within Oisle Security Company have clear communication skills and are able to clearly understand and communicate in English. They are also expected to take instruction from the management team with an exception of loss prevention officers.

Do not refuse entry to customers who refuse to have items checked.  Report the matter to the register supervisor; include a description of the customer. 

 

SECURITY GATE ALARM ACTIVATIONS:

 

 Each time a gate is activated it must be challenging to customer  being  approached without causing embarrassment. The customer must never be accused of removing stock from the store. 

Any customer with stock that has activated  gate must be directed to the register supervisor.   

All incidents of activation must be recorded by passed onto the register supervisor at the completion of the shift. All security guard and loss prevention officer are not to use any illegal substances before or during work, if found doing so can and will be a result of misconduct with Oisle Security Company. The lunch breaks are one hour and it can be taken at the security guard and Loss prevention own discretion.

  1. be considered suspicious but not a shoplifter until the loss prevention as established five

Important steps:

 

 

2.3 SECURITY GUARD: 

 

  1. Security Guards : is to presented always in uniform the guards are required to familiarize themselves with the store layout, to be able to answer questions from customers regarding department locations, and able to respond in a timely manner to situations that may arise in store. The security guard must be familiar with areas in  store where empty packets and other packaging are frequently discovered.  Static security guards will be required to offer assistance to any customer or staff member who genuinely appears to need assistance, as well as to any person reasonably believed to be acting in a suspicious manner. 

 

  1.  4 - All Guards are to comply with Oisle security company values and behavior. Diversity and equal opportunity policies. Sexual harassment, Harassment, Discrimination or Bullying will not be tolerated.  

 

  1. 5 - All Guards are to ensure the safety, health and well being. Behave in a way that ensures your safety and the safety of others.  

 

  1. Warning calls and signals each store has several warning calls and signals, which the every security guard and loss prevention should familiarize themselves with. Discuss the following calls and signals with the store management team. 

 

    1. Alert tone, evacuation tone and code green (Medical Emergency) always assess any situation with the main priority being public safety and well being of team members and any other personnel.    

 

  1. General store security procedures the security guard and loss prevention must always sign-on in the visitors’ book. This book can be found at reception at all of our stores, in order to verify the time and dates spent in that particular store. Upon the first shift at each site an induction will be carried out. This will cover off emergency procedures and other safety information. 
  2. After signing on, the Security guard and Loss prevention will report to the Store Management team who will provide an overview of the security guard and Loss prevention duties, along with areas of high risk associated with that particular store.   
  3. After briefing, the Security guard and Loss prevention will carry out duties, as described in this Standard Operating Procedure. 

 

 

 

 

 

Daily activity sheet for static security includes :  

 

1. Checks on ‘high risk’ areas of the store such as home entertainment, sound and vision, cosmetics and all clothes department women's, kids and  men's, sport area and the docking area with the store manager's consent.

 

 

  1. Any information relating to incidents in store are to be reported.

 

  1. Maintain access control to authorized areas of store. This includes receiving dock, reserves, security lock ups, and offices.

 

  1. Liaise with door greeters and store management team to regularly patrol entrance areas. 
  2. Ensure security cabinets are locked unless a team member is in attendance and is serving a customer.  Keys are to be kept on a staff member at all times. They should not be left in drawers, on desks ;
  3. Any known theft items (Empty Packets) are to be listed this sheet is to be handed to the management team at the end of each shift.

 

  1. Do not accuse anyone of stealing. Instead, offer the customer a greeting such as “Good morning”, even if that person challenges your reason for being present.  

 

  1. If there are grounds to reasonably believe it appears that the customer has something on their person with courtesy, approach them in a friendly and non threatening manner saying  “Can I direct you to the Register Area?” or "Can I get a Staff Member to assist you”?  
  2. This approach often results in payment for the item or, the item will be 'dumped’.   Under no circumstances are you to approach any person and tell or accuse them of what you think they have done. 

 

  1. Once you have spoken to the customer, walk away to give them sufficient room to 'dump' the merchandise discreetly, although continue to observe them from a suitable distance, in case they do not take your advice.  

 

  1. It is important that Loss prevention Officer and security guard learn to remember suspicious customers and their faces, so that next time they are in the store you are able to discreetly  not to let them know you are aware of their presence this information is to be listed on the Oisle security daily activity sheet. 

 

  1. Only bags greater than A4 size is to be checked in and out of the store. Items to be checked include Prams, boxes and grocery bags. At all times do not touch the customer, their purchases or their belongings. 

 

  1. Carriage items containing items sold by the current store, entering the store should be check sealed.  If you are unsure about the item being brought into the Store, direct the Customer to the service counter or follow the person and applied the four steps of loss prevention.  

 

  1. Goods found in carriage items upon exiting the store. The customer must never be accused of removing merchandise from the store. Always assume the customer is innocent.   Simply asked them for a receipt or ask if they would like to purchase the items in question and direct them to a Register. Do not physically detain the customer. Date and time and stock type on receipts must be checked when purchases are exiting the Store via main entry. This includes lay-by parcels and large boxed stock. Any doubt or quires should be directed to the register supervisor at the service counter. 

 

  1. Security guard or loss prevention loss are permitted to check seal staff purchases. Any staff entering or exiting the store, requiring a check seal on a purchased items, must be checked before exiting the store.   

 

  1. Persons refusing to have their items checked in or out of the store should be referred to the store’s condition of entry sign. After this, referred to the register supervisor.

 

 

2.4 SECURITY CROWD CONTROL

 

 

Security Crowd Control: is a security officer with that ability to control large crowds of people, in different environment such, Club, Pubs and big or small functions and private and commercial venues. The Crowd control officer must be able to understand people and manage conflict solving and hunger management. The security crowd control is to attend the venues at least ten minutes before the shift and the breaks are fifteen minutes for every four hours.

 The guards must have their own security badge and security license at all times for work. When attended the venues the guards must sign in and sign out on the venue log book with time and date of commencing the roster shift and the same for the ending shift. The security license number must always be log in on the log book located at the venue. Also the guards must complete an Oisle Security daily activity sheet with all the details and emailed to the regional office at the end of each fortnight.

 

  1. All the Crowd control security must maintain the same dress code, must wear white T-shirt and Black pants when working in the venue contract by Oisle security Company.

 

  1. All Guards must maintain the Victoria standards at all times before kick anyone out of the venue for intoxications or others illegal substances in the venue.

 

  1. All security guards must have an update Victoria crowd control license issued by Victoria police Licensing & Regulation Division.

 

  1. All security crowd control guards must not engage in the illegal activities such as drugs, drinking, and sex during the working hours in the venue while working for Oisle Security Company.

 

 

 

2.5 PATROL SECURITY:

 

 

 

Security Patrol: The patrol security is focus on protecting the commercial and residential Real-State building .The security guards will be using the Oisle security company car vehicle for monitored different sites during the day and night as the given contract emerges .Also the security guards will conducted a foot patrol for offices, car parks, car shops overnight etc, etc. Most of patrol security will be night shift work and the hours can be eight or twelve hours work shift, the patrol security is consistence in responding to alarms, routine checks and customer service. The breaks are to be taken at the security discretion during the night one hour. Security daily activity sheet with all the details and emailed to the regional office at the end of each fortnight.

 

Please be advised Standard Operations Procedure can be update from time to time to maintain training standard. OISLE SECURITY Contacts If a serious incident occurs, general enquires, or for further information the security guard /Loss prevention is to contact one of the following.

 

 

 

 

Section 3 - SECURITY TRAINING

 

3.1. Radio Communication:

 

All of the Oisle Security will be trained in area that they are employed such as Loss prevention, Crowd Control, Static security and Patrol security.

      1. Training will be provided to all employees, before commence of any work for Oisle Security Company.
      2. Training will be conducted by experience Loss prevention officer, to enhance the quality and efficiency of Oisle security in loss prevention field.
      3. Training will be provided to Security guard and Crowd control and Security patrol for the job required.

 

  1. Loss prevention due to work undercover all the time radio communications are not necessary .The Loss prevention will always use the stores mobile phone allocated to loss prevention or they own mobile phones at they own discretion.

 

  1. Security Guards, will use Store mobiles, walk -talk radio in the store to communicate with each other in the store and stop a potential offender. Also they will communicate in the different code ,words and other different language to maintain the secret and the confidence of an potential offender being stopped .Also to keep a confidential approach when communicating on the radio .So that other people don't feel offended if such a communication is heard .

 

 

 

 

Example of use of radio codes:

 

 

    1. White Male       (MIC1)     =    White Female                   (FIC1)    
    2. White European (MIC2)    =    White European Female  (FIC2)
    3. Black Male         (MIC3)    =    Black Female                    (FIC3)   
    4. Indian Male        (MIC4)    =    Indian Female                  (FIC4)   
    5. Asian  Male        (MIC5)    =    Asian  Female                   (FIC5)   

 

 

Example of use of radio codes meaning :

 

  Papa 2 papa 2 this is Romeo 4...? Go ahead Romeo 4...!!!

I've got a MIC3 with grey top and white runners together with FCI5 red cap and white  dress walking down the cosmetic aisle  looking very suspicious .I've got then on recording  Camera over .Received papa 4 .

 

The full message translated is:

 

I have spotted a black male with grey top and white runners, together with an Asian female red cap and white dress at the cosmetic aisle looking very suspicious.

 

Crowd control

 

The radio communication can be use in clubs and venues at the each crowd control and venues discretion to use.

 

Patrol Security

 

The radio communication can be use in clubs and venues at the each crowd control and venues discretion to use. Either on Foot or Car patrols the radio communication is the same.

 

Clothes:

 

  1. Loss prevention plain clothes at all times. The main goal is to blind in so that the offenders don't identify you as loss prevention.

 

  1. Security Guards employed by Oisle security must always be presented Smart dress and black suit and white T-shirt and black shoes at all times.

 

  1. Crowd control must presented smart casual dress code ,or dress for the occasion of the night .The Security  Crowd control can  choose to dress casual has he or she choose. Under no circumstances any crowd control security is to wear thongs to work.

 

  1. Static security Security Guards employed by Oisle security must always be presented Smart dress and  black suit , white T-shirt and black shoes at all times.

 

 

 

 

3.2  Use of Apprehension forms

 

The use of apprehensions forms must contain:

Date time and store were the incident occurred. Name and address of the offender,

date of birth of the offender ,the gender ,the dollar value ,the department of ware to goods were stolen from and the action taken either caution or charged by Victoria  police .Also the exit point were the offender exit without making any purchase.

 

 

 

 

 

 

Example: