Security Handbook

[Type text] [Type text]
SECURITY HANDBOOK
FOR
TRILIUM MALL, NAGPUR
PREPARED BY
JONES LANG LASALLE
Confidential Page 1 of 80
Table of Contents
1.................................................................................... INTRODUCTION
............................................................................................................................................3
2. OBJECTIVE............................................................................................................................................................3
3. OUR APPROACH...................................................................................................................................................4
4. CHECKLISTS TO BE IMPLEMENTED....................................................................................................................13
5. FORMATS TO BE MAINTAINED............................................................................................................................18
6. STANDARD OPERATING PROCEDURES (SOP’S).................................................................................................34
7. TRAINING............................................................................................................................................................64
8. SITE SAFETY POLICIES AND PROCEDURES (ATTACHED AS ANNEXURE-1).......................................................80
9. KEY MANAGEMENT POLICY (ATTACHED AS ANNEXURE-2)................................................................................80
10. LOST AND FOUND POLICY (ATTACHED AS ANNEXURE-3)..................................................................................80
11. Disaster Management Plan (Attached as Annexure-4).............................................................................................80
1. INTRODUCTION
In the prevailing security environment, protection of man and material assumes vital significance. Hospitality
industry, which encompasses Malls and Shopping Centers, will obviously remain the priority target of certain
organizations, being soft in nature. While loss of life and property is unacceptable to us, the same seems to be the
objective of such organizations. The Koregaon Park Plaza too, cannot consider itself insulated from such threats and
incidents.
Shopping malls in particular are especially vulnerable to terrorist attacks because they are open to the public and
accommodate large number of people within specific known periods making it difficult to detect terrorist operational
planning and surveillance. It is our endeavor to create a safe and secure environment in the mall, for which it will
have to be ensured that personnel of highest integrity, equipment of optimum capabilities and best practices in the
industry are deployed, backed by keen involvement of the management.
2. OBJECTIVE
The objective of preparing this handbook is to outline implementation of adequate protective measures including
equipment, personnel and procedures designed to protect Koregaon Park Plaza against threats and to mitigate the
effects of an attack. Implementation of protective measures involves the commitment of resources in the form of
people, equipment, materials, time, and money.
Implementation of protective measures changes the security posture for the individual asset and for the sector as a
whole since shopping malls have lots of features that make them attractive to criminals. There are plenty of nice
things in the stores, and people walking around with money. Security in malls also depends on successful
segregation between shoppers or potential shoppers, and non-shoppers who are around for crime, shoplifting,
pickpocket, or just hanging around. Most crime in shopping malls & multiplexes happens in the parking lots, simply
because there are many appealing targets and few people around to keep an eye on things.
The other important aspect for security and safety in malls is proper management of the crowd, its movement
around the mall and emergency response preparedness.
The key objectives are outlined below :
1. To outline security procedures to protect the assets of the tenants and the clients’ assets in the mall
through the development and implementation of well defined security procedures.
2. To outline the operating guidelines to provide the highest standards of excellence in security.
3. Implement systems and procedures for effective discharge of duties by security personnel.
4. Introduction of professional monitoring systems that ensures performance with optimum efficiency.
3. OUR APPROACH
Security in a shopping mall involves creating a safe and secure environment and for security to be effective, the
scale and size of the property needs to be considered. Once the size and scale are looked into, the assets which
need to be protected have to be identified along with threats and vulnerabilities which would define the mitigation
measures and security solutions which have to be implemented to create an optimum level of security.
Determination of the Shopping Mall’s positioning level and ideal Security

parameters for creating a secure environment.
Conduct a Risk assessment to identify assets which need to be protected, the

threats to the assets and the level of mitigation measures required.
Benchmarking the Shopping Mall’s security practices with industry best practices.
Review and evaluate the Mall’s Minimum Security Standards for compliance and
effectiveness.
Develop a Security Plan which includes the total deployment and equipment,
SOPs, operational checklists and training lessons.
Create SLAs for performance review and achieve continuous improvement by

imparting customized training.
3.1. Determination of the Shopping Mall level
The shopping malls, based on their size, occupant character (tenancies) and footfall (visitors) are categorized into
five levels to evaluate their minimum security requirements
Level V: A huge multi-level, multi-wing shopping mall that has more than 500,000 square feet of space, large
employees; the tenant agencies may include banks, corporate offices, shopping stores, food courts,
restaurants ,multiplexes/theatres, fitness centres and multi-level basement parking. It witnesses a very high level of
public contact/ footfall
Level IV: A big multi-storey shopping mall that has high volume of public contact; 300,000 to 500,000 square feet of
space; and tenant agencies that may include big shopping stores, food courts, fitness centres, multiplexes/theatres
and banks/ATMs with multi-level under-ground/basement parking. May also have open parking in front/on sides.
Level III: A large multi-level shopping mall with moderate to high volume of public contact; 150,000 to 300,000
square feet of space; and tenant agencies that may include shopping stores, small/medium size eateries
/restaurants, bank ATMs. Besides basement, may have open parking facilities in front/on sides.
Level II: A medium size shopping mall that has moderate volume of public contact; 100,000 to 150,000 square feet
of space; tenant agencies may include a variety of shopping stalls /shops with limited parking (basement/open);
routine commercial activities.
Level I: A small shopping mall similar to a medium size departmental store with limited open/basement parking; has
low volume of visitors/shoppers; has 100,000 or less square feet of space.
3.2. Risk Assessment
Risk assessment is required to be conducted to identify assets which need to be protected, the threats to the assets
and the level of mitigation measures required. The risk assessment process is conducted in three steps as outlined
below :
(a) Asset Value Assessment

The following table shows how the assets in a building are rated in accordance with the threat they are exposed to:-
S.No Assets Value Numeric value

1 People Very High 4
2 Fire Protection Systems Very High 4
3 Entry & Egress Points Very High 4
4 Power Back Up Systems Very High 4
5 Retail Podium & Dome-Tenant Retail Goods High 3
6 Vertical Movement Systems High 3
7 Corridors -Internal Circulation High 3
8 Parking Spaces-Basements High 3
9 Fire Detection Systems High 3
10 Communication Systems High 3
11 Security / Life Safety Systems High 3
12 Atrium Medium 2
13 Mechanical Systems Medium 2

14 Electrical Systems Medium 2
15 Lighting Systems Medium 2
16 Offices Medium 2
17 Utility Systems & Plant Rooms Medium 2
18 Plumbing & Gas Systems Medium 2
(b) Perceived Threats of the Location
The Security Plan needs a system for judging the security need for each building or site that includes threat
assessment as well as prioritization of threat. The following are the possible threats identified which might cause
damage and loss to the property. They are rated as per the risk involved.
S.No Incidents Impact Rating

1 Moving Vehicle Bomb inside the Premises-Suicide bombing Very High 4
2 Stationary Vehicle Bombing Very High 4
3 Mail/Supplies Bomb Delivery Very High 4
4 Natural Calamities-Earthquakes Very High 4
5 Exterior Attacks using rocks, clubs, hand grenades High 3
6 Air Borne Contamination High 3
7 Water Borne Contamination High 3
8 Vandalism Medium 2
9 Stand Off Weapons Medium 2
10 Nuisance by Drunken Brawls Medium 2
11 Eve Teasing Medium 2
12 Forced Entry/Covert Entry Medium 2
13 Pick Pockets & Minor Thefts Low 1
14 Pilferages of Plumbing Fixtures ,Copper Connectors Low 1
15 Insider Compromise Low 1
(c) Risk Assessment Matrix

A matrix is prepared where the assets are compared against the possible threats to evaluate the risk of the building.
Zones are identified accordingly and the solution is provided on the basis of these zones.
Moving Vehicle Bomb inside the
Natural Calamities-Earthquakes
Nuisance by Drunken Brawls
Fixtures ,Copper Connectors

Mail/Supplies Bomb Delivery
Exterior Attacks using rocks,
Pick Pockets & Minor Thefts

Water Borne Contamination
Stationary Vehicle Bombing
Premises-Suicide bombing
Forced Entry/Covert Entry
CATEGORY - METRICS
Air Borne Contamination
Pilferages of Plumbing
clubs, hand grenades
Insider Compromise
Stand Off Weapons

Asset Value
Eve Teasing
RISK ZONE
Vandalism
RANK
S.No Assets Metrics
1 Mall Entry & Exits 3 4 3 2 2 3 3 2 3 3 3 4 1 3 1 41 2.73 Very High
2 External Area 3 4 4 3 4 2 3 3 3 3 3 3 1 2 0 41 2.73 Very High
3 Rear Perimeter 4 4 4 3 4 2 3 4 3 3 1 4 1 0 0 40 2.67 Very High
Power back up - DG
4 4 4 2 4 3 3 0 3 3 0 0 2 0 3 2 33 2.20 High
room
5 Transformer Room 4 4 2 4 3 3 0 3 3 0 0 2 0 3 2 33 High
2.20
6 Staircase -ext 3 3 3 3 3 3 0 3 3 3 3 3 2 2 2 39 2.27 High
7 Basement Entry / Exit 4 4 4 4 0 2 2 3 2 2 2 3 2 0 0 34 2.20 High
8 Labor gate at rear 4 4 4 4 3 2 0 2 2 2 3 3 1 0 0 34 2.27 High
9 Drop Off at LG 4 4 4 4 3 2 0 2 2 2 3 3 1 0 0 34 2.27 High
Basement Parking
10 4 4 4 3 0 2 2 1 2 2 2 3 2 2 1 34 2.27 High
Area
11 Mall Building Entry 4 2 4 4 3 2 0 3 3 2 2 3 2 0 0 34 2.27 High
12 Staircase FF to VIF 0 0 3 3 3 3 0 3 3 3 3 3 2 2 2 33 2.20 High
Staircases – FB, SB &
13 3 4 3 3 0 1 0 1 2 2 3 3 1 1 2 29 1.93 Medium
TB
14 Terrace 0 0 3 3 3 1 3 1 3 1 1 2 1 3 1 26 1.73 Medium
15 Lift Lobbies GF 3 3 3 3 0 1 0 0 2 2 3 1 2 0 2 25 1.67 Medium
16 Control Room 3 3 4 4 1 1 0 1 3 1 0 3 0 0 0 24 1.60 Medium
17 Ramp Entry / Exit 4 3 2 3 0 2 0 0 2 2 1 3 0 1 1 24 1.60 Medium
Loading / Unloading
18 4 4 4 3 0 2 0 2 2 2 0 1 0 0 0 24 1.60 Medium
bay - 1
19 Atrium – Main 0 0 4 4 1 2 0 2 1 2 3 0 2 0 2 23 1.53 Medium
20 Corridors – GF to TF 0 0 4 4 0 2 0 2 1 2 3 0 2 0 2 22 1.47 Low
21 Atrium - Floors 0 0 4 4 0 2 0 2 1 2 3 0 2 0 2 22 1.47 Low
Lift Lobby – FB, SB &
22 3 4 3 3 0 1 0 1 0 2 2 2 1 0 0 22 1.47 Low
TB
Escalator Lobbies -
23 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
FB, SB & TB
Chillers/ Cooling
24 0 1 3 3 0 4 4 1 1 0 0 1 0 3 0 21 1.40 Low
Towers
25 Panel rooms 0 3 3 3 1 2 1 1 1 1 0 2 0 3 0 21 1.40 Low
Lift Lobbies GF to 3
26 0 0 3 3 0 1 0 0 2 2 3 1 2 0 2 19 1.27 Low
Floor
Water Treatment
27 0 3 3 3 0 0 4 0 1 0 0 2 0 2 0 18 1.20 Low
Plant
28 Fire Pump room 0 3 3 3 0 0 2 0 1 0 0 2 0 3 0 17 1.13 Low
The critical zones are identified with consideration to the above factors and assessed according to the risk level the
color coding of which is defined below :
LOW
MEDIU
M
HIGH
VERY
HIGH
3.3. Develop Security Plan
Job Responsibilities
CHIEF SECURITY OFFICER

 Supervise Security and Fire safety Staff, assign /monitor work assignments and provide training in life safety,
first aid.
 Ensure complete documentation and Police verification of vendor security personnel and periodically audit all
contractors for ongoing compliance.
 Develop and maintain working relationship with local Police & Fire department.
 Handle emergency situations efficiently (i.e. fire, evacuations, customer complaints etc.)
 Prepare & Implement Disaster & Emergency management plan including implementation of mall ERT-
Emergency Response Team.
 Conduct and supervise periodic training on weekly / monthly basis.
 Conduct Mock Drills on medical emergency, Bomb Threats/Search Handling, Riots, flooding etc.
 Attend meetings, conferences, workshops and training sessions and reviews publications and audio-visual
materials to become and remain current on the principles, practices and new developments.
 Conduct Security Risk Assessment & plan effective Guarding Strategies
 Gains/maintains proficiency with Mall’s fire detection and fighting system.
 Maintains and updates Security Policies and Procedures.
 Ensure an effective emergency preparedness plan (i.e. fire, evacuations human crisis, etc.) is in place.
 Communicate with Centre Manager regarding events, incidents, concerns of Security Team members,
recommendations, staffing needs, etc.
 Review security after hours reports and monitors performance.
 Develop liaison with govt agencies e.g. local Police, Fire Services etc.
 Establish and update project specific security procedures and crime deterrent programs.
 Develop and provide budgets for vendor security staff and equipment.
SECURITY OFFICER
 Supervise Security Staff, assign/monitor work assignments and provide training in life safety, first aid.
 Ensure implementation of security plan on ground.
 Supervise Security and Fire safety Staff, assign /monitor work assignments and provide training in life safety,
first aid.
 Ensure complete documentation and Police verification of vendor security personnel and periodically audit all
contractors for ongoing compliance.
 Develop and maintain working relationship with local Police & Fire department.
 Interview and approve hiring of contract security staff personnel.
 Manage security scheduling and approval of contract invoices.
 Obtain copies of each security personnel of the vendor, and periodically audit contractor for ongoing
compliance.
 Maintains contract employee scheduling and training records.
 Gains/maintains proficiency with Mall’s fire detection and fighting system.
 Maintains and updates Security Policies and Procedures.
 Ensure an effective emergency preparedness plan (i.e. fire, evacuations human crisis, etc.) is in place.
 Establish inspection tours of Mall, focusing on stairwells, elevators, and all areas of ingress/egress
 Handle emergency situations efficiently (i.e. fire, evacuations human crisis, etc.)
 Assists in performance/behaviour related meetings regarding contract security staff.
 Conduct Mock Drills.
ASST SECURITY OFFICER

 Supervises the installation, maintenance and repair of computerized security, fire, and audio/video monitoring
systems in accordance with industry standards and customer needs;
 Plans, assigns, and evaluates the work of security and technical personnel and directs and instructs employees
regarding the more technical phases of work.
 Controls access to Mall and monitor activities of visitors
 Ensures that visitors and facilities are adequately protected in the area of security and fire alarms.
 Consults with departments to ensure that all systems installed meet the unique requirements of tenants and
other users of Mall.
 Prepares budget requests and other written reports relating to security system activities.
 Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes,
and work cooperatively and jointly to provide quality seamless customer service.
 Prepare security related incident report.
 Handle Lost & Found cases properly on coordination with customer care department.
Proposed Deployment
Assumptions
 The deployment on weekends will have to be increased as per footfall / usage patterns in near future.
Day Shift: 9 AM –9 PM
Night Shift : 9 PM – 9 AM
Summary of total Deployment
4. Checklists to be implemented
4.1. GROOMING AND BRIEFING
Purpose – Ensure proper dress and turnout of guards at the site.
To be implemented by Security Supervisor
Periodicity - Daily
Security Daily Grooming & Briefing Checklist
Security Agency: Shift: Date:

Sr. Name Hair Shave Nail Uniform I-Card Shoe P o c ke t Job Briefing Points
D ia ry/ P e n/
No & Card
E q uip m e n ts
Socks if a ny
Security Officer Sign: ASO Sign: Security Supervisor Sign:
4.2. SAFETY ASSESSMENT CHECKLIST

Purpose –To assess status of safety measures and additional precautions which may be required
To be implemented by - SO
Periodicity - Monthly
SAFETY ASSESMENT CHECKLIST

Inspected by Date
S No System Precautions Description OK/Not Ok Signature Remarks
Erection of scaffolding and platform
made by a competent person with Whenever anybody
adequate supervision needs to use scaffolding
All uprights provided with base plates
(and, where necessary, timber sole
plates) or prevent in some other way Whenever anybody
from slipping or sinking. needs to use scaffolding
1 Scaffolding
All the uprights, ledgers, braces and Whenever anybody
struts in position needs to use scaffolding
Are appropriate fall arrestors in place?
Adequate guardrails and toe boards or an
equivalent standard of protection
provided at every edge from whic h a Whenever anybody
person could fall 2 m or more needs to use scaffolding
All the ladders used by us and our sub-

contractors in good condition While using the ladder
2 Ladder
The ladder rest on a solid surface and Before riding on the
not on fragile or insec ure materials ladder
For excess storage of

The quantity of flammable material on
flamable material needs
site kept to a minimum
proper permision.
No Smoking near the areas where gases

3 Fire
or flammable liquids are stored and used.
All other ignition sources also prohibited
Check whether flammable and
combustible waste removed regularly or
not
All connec tions to the system and plugs Whenever taken any
are used properly electrical connection
Are all power leads kept of the floor
where practicable or secured as
4 Electrical appropriate?
Are all switchboards secured?
Is there any leakage in the wire which Suddenly after taken any
the contrac tors use? electrical connection
Using of goggles and gloves are

mandatory while doing welding work.
Apron is also required in welding work. Before starting the job.
Put metal sheet of sufficient size
5 Welding underneath welding work. Before starting the job.
During overhead welding work ,one man
must be there who will ensure that no
one passes by that place during welding
work. Before starting the job.
First aid box stored and stacked properly Regularly

Are fire extinguishers available for use?
Persons affected by alcohol or any other
drug are not allowed to enter into the
6 General site. Everyday
Basic PPE are used by all workers Before starting the job.
Working above 3m height needs to use
safety belt. Quality safety belt needs to
use and check properly before using the
safety belt. Before starting the job.
4.3. NIGHT INSPECTION CHECKLIST

Purpose – To assess state of things at night and how the mall is being managed at night.
To be implemented by – All departmental HOD.
Periodicity -Monthly
Night inspection checklist
S.No Criteria Yes / No Findings Recommendations Responsibility Remarks
Security
1 Check security attendance against the deployment plan
2 Check the Uniform & Grooming standard of the security personnel
Assess the vulnerability of the site at night eg, unmanned gates, dark
2
spots, loitering etc
3 Inspect Interior lighting system
4 Inspect exterior lighting system
5 Inspect emergency lighting system

6 Inspect fire exit signage's
7 Inspect for water leakage on floor
Inspect the LT / HT Panel rooms, Pump room, DG room, & other plant
8
rooms for cleanliness and manning
9 Check the Entry & exit points for debris
10 Check the Rest room condition
Are Emergency Numbers and vendor escalation matrix availabe with

11
security and shift engineer
12 Check the challenging procedure of the security personnel
13 Were all posts manned as per night shift deployment

14 Were the Security guards alert
15 Are all Entry and exit points secured adequately
16 Is restricted entry & exit gates closed
17 Is CCTV room manned
18 Are all non- operational doors closed and only essential doors open
19 Are all FHC locked
20 Check the working condition of fire extinguishers
21 Check for any obstructions in the staircase
22 Check the floor patrolling of Security Guards
23 Check for the lighting and signage's in parking lots
Are security guards aware about their duties and do they have job
24
cards
25 Are adequate torches / dragon lights available with security
24 Overall condition of the parking lots
General & Building Exteriors
1 Check the general appearance of the building
2 Check the roadway and driveways
3 Check the directional signages
4 Check for dustbins
5 Check the staircase for lighting & cleanliness
6 Check the floor condition in corridor & lobbies
7 Check the Exit paths & Signage's
8 Check for water leakage from the false ceiling
9 Check the cleanliness of the trap doors
10 Check for any unique smell in the building
11 Check the panel rooms for Cleanliness in the floors
12 Check for any Hot work without Hot work permit
13 Check the fittings in the Washrooms
14 Check Housekeeping attendance against the deployment plan
15 Check the Uniform & Grooming standard of the Housekeeping boys
Check E&M staff eg shift engineer etc attendance against the
16
deployment plan
4.4. EQUIPMENT MAINTENANCE CHECKLIST

Purpose – To ensure serviceability of equipment
Periodicity-Monthly
S. NO. FREQUENCY OF CHECKS AND RESPONSIBILITY
FORTNIG HALF
DAILY WEEKLY MONTHLY QUARTERLY ANNUAL
CHECKS / MAINTENANCE HTLY YEARLY
SAFETY SYSTEMS
1 Fire Detection Systems
1.1 Smoke Detectors functionality test (4 VENDOR
detectors from each wing)
1.1.1 Smoke Detector cleaning VENDOR
1.2 Heat Detectors Functionality test (all) VENDOR
1.2.1 Dust removing and cleaning of Heat VENDOR
sensors/Photoelectric sensors
1.3 Cleaning Sprinkler Heads VENDOR
1.4 MCPs functionality test (1 from each SECURITY VENDOR
floor) TEAM
2 Fire Alarm Systems
2.1 Hooters: Functionality test SECURITY
TEAM
2.2 Fire Alarm Panels: Report on faults &r SECURIT VENDOR
rectification. Y TEAM
3 Fire Suppression Systems
3.1. Survey of Fire extinguishers (Inventory SECURITY
Check & Inspection of dates of TEAM
servicing / refilling )
3.1.1 Weighing of CO2 extinguishers for gas VENDOR
content
Cleaning of external parts SECURITY
TEAM
Corrosion check of internal parts VENDOR
3.2 Fire Hydrants VENDOR
3.2.1 Brasso polishing of Hydrant Valves VENDOR
3.2.2 Checking & Replacement of Packing VENDOR
ropes of Spindle (where reqd)
3.2.3 Checking & Replacement of rubber VENDOR
washer gasket (where reqd)
3.2.4 Checks for leakage VENDOR
3.2.5 Jockey pump testing VENDOR
3.2.6 MAin pump testing VENDOR
3.2.7 Checking of diesel pump VENDOR
3.2.8 Cleaning of hose reel drum, nozzle and VENDOR
stop valve
3.2.9 greasing and cleaning of air release VENDOR
valve
3.2.10 greasing and cleaning of Jockey pump VENDOR
3.2.11 greasing and cleaning of Main pump VENDOR

3.2.12 greasing and cleaning of DG set. VENDOR
3.2.13 Adjustment of glands(where reqd) VENDOR
3.2.14 Cleaning of Non returnable Valves and VENDOR
keeping them free of scaling
3.2.15 Cleaning of foot and sluice valve / VENDOR
wedges & flaps
3.2.16 Inspection of unused hoses: Opening, VENDOR
Drying and winding.
3.2.17 Anti corrosive treatment VENDOR
3.2.18 Checking of atleast 2 hydrant points SECURIT
Y TEAM
3.2.19 Cleaning of control panel, replacement VENDOR
of unserviceable lamps and fuses.
3.2.20 Adequacy of pressure in the hydrant SECURIT VENDOR

line - maintain records Y TEAM
3.2.21 Water level checking at sump - SECURIT VENDOR
maintain records Y TEAM
3.2.22 Checking of reserve pump VENDOR
4 Support Systems for Evacuation
4.1 Fire Escape routes SECURIT
Y TEAM
4.2 Fire signage SECURIT VENDOR
Y TEAM
4.3 Fire exits functionality SECURITY VENDOR
TEAM
4.4 Updating ERT members list SECURITY
TEAM
4.5 Updating list of Physically challenged ERT TEAM
persons
4.6 Updating escalation charts, emergency SECURITY
contact numbers at posts and ERT TEAM
organisation charts
4.6 PA system (all wings) SECURITY VENDOR
TEAM
SECURITY SYSTEMS
5 Access control
5.1 Node checks SECURIT VENDOR
Y TEAM
(access
control
team)
5.2 Access readers functionality / VENDOR
preventive maintenance
5.3 Magnetic locks VENDOR
5.4 door closers VENDOR
5.5 Access control back up checks VENDOR
6 CCTV
6.1 Angle of cameras VENDOR
6.2 Recording SECURIT VENDOR
Y TEAM
6.3 Resolution VENDOR
6.4 Back up
4.5. SECURITY OFFICER CHECKLIST

Purpose- To ensure proper checks for all operational aspects of security.
Periodicity-Weekly
Security Officer Checklist
Date:
S. No. Points to be checked Status
1 The Overhead Fire Water Tank Water Level to

be checked and must always be full.
2 Fire Engine Pump Diesel Level to be checked
and should be more than 80%.
3 All Staircase FHC’s, Fire Extinguisher to be
checked for any abnormalities/ deficiency/
refilling.
4 Check Safety Equipments before giving work
permit to carry out welding work for the contract
workers.
5 Unwanted lights should be off & inform to
maintenance Electrician.
6 Smoking is Strictly Prohibited inside the Building
and outside the Building.
7 Any fire Equipments found missing from the
location or found not in working condition,
immediately inform to concerned officer
8 Once in week maintenance to be carried out by
applying oil in the Hydrant Valve, Female
Delivery, Hose Coupling as per the schedule.
9 Un-Wanted Materials to be removed immediately
as per the instructions from the CSO / Centre
Manager
10 All Lifts/Escalator condition to be checked daily.
Signature Security Officer Signature Centre Manager/ CSO
5.
6. Formats to be maintained
6.1. IN-OUT REGISTER
Purpose – To maintain attendance record
To be maintained by-SO
Periodicity- Daily
Daily Security In and Out
Name of Service Provider: Date:

S.No Name Shift In Time Signature Out Time Signature
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Security Supervisor Signature Asst. Security Officer Signature Security Officer Signature
6.2. HANDING-TAKING OVER

Purpose
To be maintained by- Security Guards
Periodicity-Daily
Security Handover Logbook
Date:
Shift Supervisor No. of Security No. of Lady
Guards Guards
1
2
End of Shift 1
Comments / Handover:
Handover by: Taken-over by: Time:
End of Shift 2
Comments / Handover:
Handover by: Taken-over by: Time:
Signature CSO Signature Security Officer Signature Asst. Security Officer
6.3. INCIDENT REPORT

Purpose – To capture the nuances of the Incident
Periodicity-On occurrence
INCIDENT NOTIFICATION FORM
DATE OF INCIDENT: …………………………………………………….. TIME: ...................... am/pm
DAY OF INCIDENT: ……………………………………………………...
INJURED PERSON OR OWNER OF DAMAGED PROPERTY: (Database Hint: Click Add Injured Party Incident Note)
NAME
TENANCY NAME: …………………………………….. PHONE: ……………………
CONTACT ADDRESS: ……………………………….. MOBILE: …………………….
DATE OF BIRTH
(Or approx age) SEX: M / F
IDENTIFICATION # (if supplied) e.g. Drivers License, Student ID
OCCUPATION (if known) ………………………………………………………………………………………………….
EMPLOYED IN MALL? □ YES □ NO □ UNKNOWN

EMPLOYED BY: □ CMO □ CONTRACTOR □ TENANT
EMPLOYER’S NAME (if employed in Centre): ……………………………………………………………………...
OCCURRED ON THE WAY TO / FROM WORK? □ YES □ NO □ UNKNOWN

CONTACT DETAILS OF SUPERVISOR / GUARDIAN/ CARER (if applicable)
...……………………………………………………………………………………………………………………………….
DESCRIBE CUSTOMER'S VERSION OF INCIDENT AND CAUSE:

........................................................................................................................................................................................
........................................................................................................................................................................................
........................................................................................................................................................................................
NATURE OF INJURY/EXTENT OF PROPERTY DAMAGES:

........................................................................................................................................................................................
..........................................................................................................................................................................................
TO WHOM WAS INCIDENT REPORTED: ………………………………………. POSITION: ...............................
DATE INCIDENT REPORTED: ………………….......................................... TIME: ……………………………

(am/ pm)
MALL MANAGEMENT’S VERSION OF INCIDENT
TIME OF INSPECTION OF INCIDENT SCENE: WHAT DID THIS REVEAL AS TO THE CAUSE?
Also comment on any factual points inconsistent with customer’s version of incident.
.........................................................................................................................................................................................
.........................................................................................................................................................................................
HAS THE INJURED PERSON/PROPERTY OWNER INDICATED A CLAIM WILL BE MADE? YES/NO - DETAILS
.........................................................................................................................................................................................
OBSERVATIONS:
ANY OTHER OBVIOUS HEALTH ISSUES?: ...................................................................
ANY OTHER DETAILS?: ………………………………………………………………
IMMEDIATE TREATMENT/ACTION
FIRST AID BY WHOM: ……………………………………………………. FIRST AID DATE: …………………………..
DETAILS OF FIRST AID PROVIDED

………………………………………………………………………………………………………………………………………..
FIRST AID OUTCOME – where to?
□ RETURN TO WORK □ RETURN SHOPPING □ HOME

□ MEDICAL CLINIC □ AMBULANCE □ HOSPITAL □ OTHER ………………
MEDICAL CLINIC / AMBULANCE/ HOSPITAL DETAILS: ………………………………………………………………….
………………………………………………………………………………………………………………………………………..
LOCATION OF INCIDENT
WHERE DID THE INCIDENT TAKE PLACE? ……………………………………………………………

………………………………………………………………………………………………………………………………….……
TENANCY PROXIMITY (if applicable) □ INSIDE LEASE LINE □ THRESHOLD □ OUTSIDE LEASE LINE
NAME & SHOP # OF TENANCY (if applicable) ..…………………………………………………………………………..
INCIDENT INVESTIGATION
WAS THE INCIDENT SCENE INVESTIGATED? □ YES □ NO WHEN?

BY WHOM: ………………………………………… POSITION/EMPLOYER: ………………………………………….….
WEATHER CONDITIONS: 􀀀 RAINING 􀀀 DRY 􀀀 WINDY 􀀀 SUNNY

LIGHTING 􀀀 GOOD 􀀀 AVERAGE 􀀀 POOR 􀀀 GLARE
FLOOR SURFACE 􀀀 TILE 􀀀 CARPET 􀀀 CONCRETE 􀀀 BITUMEN
􀀀 OTHER ……………………………………………………………………..
IS INCIDENT RELATED TO CONSTRUCTION WORKS? □ YES □ NO
INCIDENT INVESTIGATION - INSPECTION OF SCENE
HOW DID INCIDENT OCCUR? 􀀀 TRIP

􀀀 SLIP ON FOREIGN SUBSTANCE
􀀀 SLIP OF OWN ACCORD
􀀀 BUMP INTO OBJECT
􀀀 PUSHED
􀀀 OTHER …………………………………………………………
DETAILS OF FOREIGN SUBSTANCE 􀀀 WATER 􀀀 OIL 􀀀 FOOD 􀀀 OTHER FLUID
􀀀 OTHER ……………………………………………………
FROM INSPECTION OF SUBSTANCE WHAT ADDITIONAL INFORMATION IS AVAILABLE TO INDICATE HOW
LONG THE SUBSTANCE HAD BEEN ON THE FLOOR? (Provide witness details on next page if applicable.)
........................................................................................................................................................................................
WHERE DID THE SUBSTANCE / ITEM COME FROM? ...................................................................
WERE WET FLOOR SIGNS IN PLACE AT THE TIME OF INCIDENT? ...................................................................
WAS THE INCIDENT SCENE PHOTOGRAPHED? □ YES □ NO

IF NO, WHY WASN’T THE INCIDENT SCENE PHOTOGRAPHED? ……………………………………………………...
………………………………………………………………………………………… …………………………………………….
HAS THE CCTV RECORDINGS BEEN REVIEWED? □ YES □ NO

IF NO – WHY WEREN’T THE INCIDENT RECORDED /TAPE REVIEWED? ...................….......................................
IF YES – WHAT DID THIS REVEAL? ...........................…............................................................................................
.......................................................................................................................................................................................
HAS THE RECORDING BEEN COPIED TO: DVD / CD / TAPE / OTHER ………………………………….………….
IF YES, STORAGE LABEL / DESCRIPTION ……………………………………………………………………….……….
NOTE: CCTV FOOTAGE MUST BE RECORDED FOR ALL BODILY INJURY INCIDENTS. WHERE POSSIBLE RECORD AND RETAIN 60
MINUTES OF FOOTAGE PRIOR, AND 30 MINUTES AFTER INCIDENT. Identify the footage in the file name and retain the data on DVD or
hard drive for at least 3 years.
EXTERNAL AGENCIES (if applicable - details of Police, Ambulance, Fire Brigade called to incident)
Time Called: ……………….. Time On Site: ……………………. Officer Name: ………………………………
WITNESS DETAILS
NON-STAFF WITNESSES:
1. NAME: ……….……………………………
ADDRESS: …………………………………………………………PHONE / MOBILE: ……………………………………
IDENTIFICATION (if supplied): ……….……………………………………..……………………………..………………..
2. NAME: ……….……………………………
ADDRESS: …………………………………………………………PHONE / MOBILE: …………………………………
IDENTIFICATION (if supplied): ……….……………………………………..………………………………………..……..
STAFF WITNESSES:
NAME: ……….……………………………
ADDRESS: ………………………………………………………………………………………………………
PHONE / MOBILE: ……………………………………………… OCCUPATION: ………………………………………
EMPLOYED BY: □ CMO □ CONTRACTOR □ TENANT

EMPLOYER’S NAME: ……………………………………………………………………………………………………….
SIGNATURE OF PREPARER: .................................................................……
PRINT NAME: .................................................................……
ASSISTANT SECURITY OFFICER'S SIGNATURE….......................…....................……
PRINT NAME: .................................................................…... DATE: …………………………

This form is to be authorized by the On Duty ASO who should ensure all relevant information has been accurately recorded.
6.4. MATERIAL INCOMING REGISTER

Purpose-To maintain record of all incoming material
To be maintained by-Security Supervisor
Periodicity-On Occurrence
KOREGAON PARK PLAZA, PUNE

Material Incoming Register
*Returnable/Non-Returnable
Quantity
Signature Sign., Date
(Accounting
Mode of of Person & Time of
Sr. Challan No. Invoice/Bill Unit- Sign. of Sign. of
Date Time In Item Description Consigner Consignee Transport & bringing R/NR* Material
No. & Date No. & Date No./Doz/ Pcs Security Security
Vehicle No. the Returned
/ Ltr./ Kgs
Material Back
etc.)
ASO Sign.: SO Sign : CSO Sign :
6.5. MATERIAL OUTGOING REGISTER- NON RETURNABLE

Purpose – To ensure proper accounting of all outgoing Non- returnable material
To be maintained by – Security Supervisor
Periodicity – On occurrence
KOREGAON PARK PLAZA, PUNE

Material Outgoing Register - Non Returnable
Quantity
Signature
(Accounting
Ser. Time Gate Pass Mode of Transport of Person
Date Item Description Consigner Consignee Unit-No./Doz/ Sign. of Security
No. Out Serial No. & Vehicle No. taking Out
Pcs / Ltr./ Kgs
the Material
etc.)
ASO Sign.: SO Sign : CSO Sign.:
6.6. MATERIAL OUTGOING REGISTER- RETURNABLE

Purpose-To maintain record of all outgoing returnable material
To be maintained by-Security Supervisor
Periodicity –On Occurrence
KOREGAON PARK PLAZA

Material Outgoing Register - Returnable
Quantity
Signature
(Accounting Sign., Date &
Mode of of Person (Mention
Ser. Time Gate Pass Unit- Sign. of Time of Sign. of
Date Item Description Consigner Consignee Transport & taking Out Date of
No. Out Serial No. No./Doz/ Pcs Security Material Security
Vehicle No. the Ret.)
/ Ltr./ Kgs Returned Back
Material
etc.)
ASO Sign.: SO Sign: CSOSign.:
6.7. UNSAFE ACT / CONDITION FORM

Purpose – To put on record a safety lapse or other safety hazard
Periodicity –On occurrence
Unsafe Act / Condition Form

This form is to be used for recording and correcting unsafe acts. It is
important not only the act is noted, but also the corrective action be
taken as soon as possible. The most effective correction takes place
immediately following the performance of an unsafe act. Completed
form should be submitted to the CSO/SO/ASO on site.
Unsafe Act / Condition observed
Location
When observed:
Person involved:
Observer:
Recommended Action to correct Unsafe Act
Per(s) Performing The Work
6.8. KEY ACKNOWLEDGEMENT FORM

Purpose-To ensure proper record of handing over of keys is maintained.
Periodicity –On Occurrence
Key Acknowledgement Form

First Name
Last Name
Telephone / Mobile Number
Department
Key Information
Location
Key Type
No. of Keys
Name Signature
Handed over by
Taken over by
Authorized by (CSO)
Date
6.9.
6.10. KEY ISSUE REGISTER

Purpose-To ensure proper record of key issuance is maintained
To be maintained by-SO/ASO
Periodicity - On Occurrence
Key Issue Log

Sign. of
Sign. of Sign of Sign of
S. Name of the Location/ No. of Out In the
Date Department Key No. the the the
No. Requestor Unit No. Keys Time Time Returning
issuer receiver receiver
Person
6.11. KEY VERIFICATION LOG BOOK

Purpose-To ensure no tampering of keys
To be maintained by-SO/ASO
Key Verification Log Book
Remarks
Checked By with Sign (to mention whether
S. Location /
(Name & Designation) Key No Date & Time keys found in correct
No. Unit No
state or not)
6.12. FOUND LOG

Purpose- To record found items
To be maintained by- ASO/SO
FOUND LOG
S. No. Item Detail Special Item Found Date of Item Item returned to owner
Identification By item found deposited with date and time
with date
and time
6.13. LOST LOG

Purpose- To record items lost
To be maintained by-ASO/SO
LOST LOG
S. Item Detail Special Approx. Owner Item lost Item found date Item Return to
No. Identification Value Name & date and and time with Date & Time
Last time
Location of
lost item
6.14. FOUND REPORT

Purpose-To document recovered lost items
To be maintained by-ASO/SO
Periodicity-On Occurence
FOUND REPORT
Report Number:
Date: Time:
To be filled up by the person who finds an item
Item Found
Item Details
Location
Finders Name and Contact
Handed over to (Name)
Signature of Finder Signature of Security In-charge
7. Standard Operating Procedures (SOP’s)

7.1. EARTHQUAKE
Earthquake: An earthquake is the sudden violent movement of the earth's surface from the release of energy in the
earth's crust. Earthquake is a perceptive movement of the earth’s surface. The movement of one rock mass or plate
against another causes vibration that shake a part of the earths crust and all structures resting on it. Earthquake is
the greatest destroyer of man made buildings, bridges, power plants and industrial structure etc.
Mentioned below is the Seismic Zone Map of India where Pune stands in Zone III.
Seismic Zone Map of India
According to Seismic Zone Map of India identified in the UEVRP, which have populations exceeding half a million in
earthquake Zones III, IV, V
Zone III :- Pune, Ahmedabad, Vadodara, Rajkot, Bhavnagar, Surat,Mumbai, Agra, Bhiwandi, nashik, Kanpur,
Bhubneshwar, Cuttack, Asansol, Kochi Kolkata, Varanasi, Bareilly, Lucknow, Indore, Jabalpur, Vijaywada,
Dhanwad, Chennai, Coimbatore, Manglore, Kozhakode ,Trivandrum.
Zone IV :- Dehradun, New Delhi, Jamunanagar, Patna, Meerut, Jammu, Amristar, Jalandhar.
Zone V :- Guwahati and Srinagar.
OBJECTIVE:
To establish a procedure in case of an earthquake in the building.
POLICY:
The procedure should be simple, clear, safe and easy to follow. It should enable continuous training of all the
concerned persons.
RESPONSIBILITY:
PROCEDURE:
 Pre earthquake preparations.

 Regular drills on evacuation procedures.
 Briefing of staff on the seriousness of evacuating within the shortest possible time without panicking.
 Lifts should not be used. Stairs should be used to come down.
 Occurrence and post earthquake actions.
 The guard will assist in evacuation and will be the last person to leave the premises after ensuring that no staff
or visitor is inside the building.
 After the quake has subsided and the “all clear” signal has been given, the guards will allow re-entry only on the
instructions given by the CSO.
 On re-entry the guards will ensure that no unauthorized person gains access to the controlled area in the
complex.
 In case any part of the mall is damaged then it will be communicated to the Proprietor of Koregaon Park Plaza.
Till “all clear” signal is obtained from the Proprietor nobody will be allowed access into the damaged building.
NB : - Detailed procedures are given in Disaster Management Plan(to be updated)
7.2. FIRE
Fire: Fire safety rules are of special importance in an emergency, but also should be observed everyday to prevent a
disaster.
OBJECTIVE:
To establish a procedure for attending to any fire emergencies in the mall.
POLICY:
The procedure should be simple, clear, safe and easy to follow. It should enable continuous training of all the
concerned persons.
RESPONSIBILITY:
Any individual who is in the premise / vicinity and who first spots the fire should act according to the below
mentioned procedure.
Emergency procedure in the event of Fire is as follows: -
1. Area of responsibility includes whole of the Mall complex comprising of floors, main gate, rear gate, diesel tank
area, basements, lift /staircases and lobby areas.
2. Please under stand that staircases on either sides of mall are meant for use in emergency only. The Mall is
equipped with a sophisticated life safety system like sprinkler system for fire protection, fire alarm and smoke
detection system. A public address system in Security Control Room provides one-way communication between
the Security Control Room and all floors.
Person Discovering The Fire
 Contact immediately the Security Control Room by telephone and give name and department.
 Give exact location, extent and the type of fire, such as paper, wood, oil, kerosene, LPG or electrical fire.
 Without panic try to beat the fire, but, do not put yourself in any kind of danger.
In essence, following actions are necessary:
FIRE
In case Fire is Discovered On Hearing Fire Alarm
Immediately raise alarm by breaking the glass Call for the fire brigade immediately.
of nearest fire alarm. Inform security control room of the exact
Inform Security Control room with the help of location of fire.
walkie talkies available on each floor. Leave by nearest available exit.
Incase the fire is small use fire fighting Incase of major fire which needs evacuation
extinguishers to fight the fire. of the Mall building, it will be as per the laid
Incase the fire is large, inform Fire Control down fire drill.
Room, evacuate the building immediately. Be Calm.
Inform others in the building who may not
have responded to the fire alarm to evacuate.
While evacuating buildings, walk do not run to
the nearest stairway exit.
Do not use lifts as all will return to the ground
floor and will be non operative.
Begin evacuating the premises.
Security guards will cordon off the building
and will not allow unauthorized person to
enter into this building.
Guards on the ground floor will ensure that all
fire exit doors are open.
People are guided.
Use the right type of fire extinguisher or any
means provided to extinguish the fire.
Assist the fire services crew on their arrival.
Fire Detection
Action by Security Guard
Immediately on receiving the information from the staff or through fire panel at the ground level, the
security guards will rush to the site of fire.
He will confirm fire, raise alarm and inform Security Supervisor / ASO / Control Room.
If minor fires then try to extinguish by using appropriate fire extinguisher, try to control fire till other
people arrive. Once fire is put off, then inform all concerned to avoid panic reaction.
If it is a major fire, inform Security Control Room, evacuate the building immediately.
The decision to call for fire Brigade will rest with Chief Security Officer or Centre Manager. On
arrival of fire Brigade assist fire fighters in fire fighting.
Help in evacuation and maintenance of law and order, ensure people do not panic, they walk down
the stairs.
The guards will cordon off the building under fire and unauthorized persons will not be allowed in
side the building.
The guards at basements will keep all doors open and guide the people to earmarked spot.
Security Control Room will give fire call once fire has been put out. No one will be allowed to enter
until permitted by CSO/ Centre Manager.
During the evacuation the guards will stay alert, since saving of life is more important.
If you are on fire, STOP---DROP---ROLL. If another person is on fire, shout---STOP---DROP---ROLL.
7.3. MEDICAL EMERGENCY
OBJECTIVE :
To establish a procedure for Handling Medical Emergency Cases.
POLICY:
To provide adequate Medical facility.
RESPONSIBILITY:
PROCEDURE:
In the event of a medical emergency, please observe the following:
 Describe the nature of the emergency, your location, and the assistance needed.
 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 security staff and medical personnel to the victim. Provide all requested
information.
 Employees should report injuries to their supervisor as soon as possible.
 The entire staff should be trained in first aid.
 Keep a first-aid kit and instruction book nearby for reference.
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.
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.
 Keeps the victim lying down.
 Keep the victim warm.
 Administer rescue breathing, if necessary.
STAY CALM AND ASSESS THE SITUATION
MEDICAL EMERGENCIES
If the victim is unconscious Incase of Burns If the victim is bleeding
Check the victim for SYMPTOMS Use rubber gloves and apply
unresponsiveness pressure to the area.
Call for medical aid. First degree burns: skin red If possible, elevate bleeding
Tilt the head back and listen for Second degree burns: skin area.
breathing. blistered Leave the wound undisturbed.
If not breathing normally, pinch nose Third degree burns: skin Clean by washing
and cover the mouth with yours and charred. Bandage the wound.
blow until you see the chest rise. Give
2 breaths. Each breath should take 1
second.
Lift the chin from under the victim’s PROCEDURE
jaw.
Blow air into the victim’s mouth until Cool the burn with water.
the chest rises. Remove clothing from the
Allow the victim to exhale.Watch the burned area.
chest deflates. Cover victim with clean towels or
Repeat every 5 seconds. sheets.
Medical Emergency Response Brief Sheet
Situation: During on off-hours shift, a security supervisor is patrolling a lower level of the building. The security
supervisor discovers a person unconscious on the floor in one of the hallways. (The victim will be simulated by role
player).
1. The security supervisor will respond to the victim.

2. The security supervisor will notify the ASO.
3. The ASO will coordinate the response measures
4. The evaluator will terminate the exercise when (a) appropriate action has been taken or (b) The designated
time has elapsed
Designated time 30 minutes
Medical Emergency – Evaluator Checklist
1. Did the security supervisor attempt to wake the victim? Yes No
2. Did the security supervisor attempt to move the victim? Yes No
3. Did the security supervisor check airway-breathing-circulation Yes No
4. Did the security supervisor notify the ASO? Yes No
5. Did the ASO make proper notifications? Yes No
6. Did the ASO attempt to protect the victim from further harm? Yes No
7. Did the ASO send an escort to meet the Emergency?

Medical Team Yes No
8. Did the ASO get the necessary information for a report? Yes No
9. Was the report completed properly? Yes No
Comments
Analysis
After the exercise the instructor should gather all the participants, including any role-players, in a quiet area and
following actions taken.
 The drill should then be reviewed phase by phase to identify both positive and negative aspects. The
scenario should be repeated for all present.
 Many times personnel, especially those on the periphery or at the main gate may not know the full
scenario. This review will allow everyone to better appreciate the comments and observations that are
made.
 Next the instructor should lead a discussion of each stage of the response. Participants can make
both positive and negative observations about their own and others’ actions. This should be done in a
professional, constructive way.
EVALUATOR CHECKLIST: RESPONSE TO MEDICAL EMERGENCY
Trainee:______________ Date: __________________
Evaluator:_______________ Time: __________________
The evaluator will grade the trainee on each of the following criteria. \indicate yes or no and circle the
appropriate number regarding the trainee’s response.
1 = Poor, 2 = Fair, 3 = Good, 4 = Very Good, 5 = Excellent
Scenario: The security supervisor in the control room on duty received a telephone call from an employee
reporting that another employee is suffering from chest pains.
1. The supervisor gathered as much information as possible about the victim (name, age, symptoms,
allergies, etc.)
_____Yes ____No 1 2 3 4 5
2. The supervisor immediately notified 100 and requested an ambulance.
______Yes ____No 1 2 3 4 5
3. The supervisor dispatched a security officer to the floor to assist the victim.
______ Yes ____ No 1 2 3 4 5
4. The supervisor notified front lobby personnel of the situation (grade for clarity and completeness of
instructions)
_______Yes ____ No 1 2 3 4 5
5. The supervisor designated elevator to be put on standby for use by the ERTs (grade for clarity and
completeness of instructions).
______ Yes _____ No 1 2 3 4 5
6. The supervisor designated a security officer to meet the ambulance and escort the ERTs to the victim’s
location (grade fro clarity and completeness of instructions).
______ Yes _____ No 1 2 3 4 5
7. The supervisor inquired to which hospital the victim would be taken.
______ Yes ______No 1 2 3 4 5
8. The supervisor learned identities and badge numbers of ERT staff
______ Yes ______No 1 2 3 4 5
9. The supervisor ensured that security officers prepared incident report (grade quality of report)
______ Yes ______ No 1 2 3 4 5
10. The supervisor notified ASO / SO of incident
______ Yes ______ No 1 2 3 4 5
7.4. BOMB THREAT
OBJECTIVE :
To establish a procedure for Handling Bomb Threat.
POLICY:
Effective handling of Bomb Threat.
RESPONSIBILITY:
PROCEDURE:
 Dial CSO on 020-40870064 at the earliest.

 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 mall. Anyone can receive a bomb threat and all mall occupants
should be prepared.
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.
WHAT CAN BE ACHIEVED BY PREPARATION
1. PREPARATION
(a) 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 instil 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.
 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.
 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 you receive 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?
EXACT WORDING OF THE THREAT

ADDITIONAL INFORMATION
Sex of caller
Race
Age of caller
Call duration
Caller’s voice (check all that apply)
 Calm Nasal
 Angry Stutter
 Excited Lisp
 Slow Raspy
 Soft Ragged
 Loud Clearing throat
 Laughing Deep breathing
 Crying Cracked voice
 Normal Disgusted
 Distinct Accent
 Slurred Familiar
 Whispered Altered
If voice is familiar, who did it sound like?

IF ACCENTED, WHAT TYPE OF ACCENT?
 Background sounds
 Street noises
 Factory noises
 Restaurant noises
 Animal noises
 Voices
 Clear
 P.A. system
 Static
 Music
 Local
 House noises
 Long distance
 Motor
 Phone booth
 Office machines
 Other
Threat language
 Well spoken (educated)
 Incoherent
 Taped
 Foul
 Irrational
 Message read by threat maker
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.
 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 mall 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 mall and provide the
following information:
1. Your name
2. Your location (mall and suite number)
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.
ACTION TO BE TAKEN INCASE OF
Written Bomb Threat Personal receipt of Bomb Threat
 Immediately notify the Management  Look for anything out of the ordinary or
Office of the mall out of place.
 Do not destroy the note  Look high and low – not just at eye level.
 Do not let others handle the note  Methodically search from one end of your
 Turn the note over to mall management work area to the other.
or emergency personnel
Searching the building for a Suspected Bomb
Once a telephone or written bomb threat has been reported to the Management Office of the mall, tenants should
search their suites for any suspicious packages. Following are some search guidelines:
 Do not rely on random searches in logical places.

 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 centre 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 mall.
SUSPECTED BOMB SAFETY PRECAUTIONS
1. If it is suspected that a bomb is in the mall:
 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 mall evacuation.
BOMB THREAT CHECKLIST
EXACT TIME OF CALL-----------------------------------------------------------------------

EXACT WORDS OF THE CALLER-----------------------------------------------------------
QUESTIONS TO ASK
1. When is the bomb going to explode? _____________________________________
2. Where is the bomb? __________________________________________________
3. What does it look like? _______________________________________________
4. What kind of bomb is it? ______________________________________________
5. What will cause it to explode? __________________________________________
6. Did you place the bomb? ______________________________________________
7. Why? _____________________________________________________________
8. Where are you calling from? ___________________________________________
9. What is your address? ________________________________________________

10. What is your name? _________________________________________________
CALLER’S VOICE (circle) Male Female
Calm Disguised Nasal Angry Broken
Stutter Slow Sincere Lisp Rapid
Giggling Deep Crying Squeaky Excited
Stressed Accent Loud Slurred Normal
If voice is familiar, whom did it sound like? ___________________________________

Were there any background noises? ________________________________________
Person receiving call ____________________________________________________
Date ___________ Telephone number call received at ________________________
Immediately after the call notify the supervisor on floor/security officer as instructed. Talk to no one other than your
supervisor/security officer/person instructed.
Receiving telephone Number -------------------------------------------------------------
Person receiving call-----------------------------------------------------------------------
7.5. RIOTS
OBJECTIVE
Aim is to establish a procedure to react to a civil /riot in the vicinity of the property.
POLICY:
To establish a procedure in case of riots or civil disturbance.
RESPONSIBILITY:
PROCEDURE
The shift supervisor, upon noticing the size and agitation of the crowd, should take the following action:
 Immediately notify the Assistant Security Officer.

 Direct security staff to close all non essential entrances to the facility and concentrate additional security
personnel at the main entrance.
 Dispatch two security officers to the respective area to watch the crowd and report their activities to the
security officer.
The Assistant Security Officer should take the following action:

 Limit the number of security personnel on meal break. Keep those on break in a stand-by mode, accessible
by radio.
 Notify building occupants of the situation outside and recommend they remain within the facility until the
situation is under control.
7.6. INTRUDERS
OBJECTIVE :
To establish a procedure in case an intruder enters the mall.
POLICY:
Ensure effective Handling in case an intruder enters.
RESPONSIBILITY:
PROCEDURE:
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 security supervisor and Security Control Room.
3. Escort him to Security Control Room.
4. Seek permission from the CSO to search the intruder
5. Call the police on the instruction from the Centre Manager if required.
6. Intruder if not handed over to the police will be released only on the instructions from the Centre 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 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 Centre Manager.
7.7. BRAWL
OBJECTIVE :
To establish a procedure in case of a brawl.
POLICY:
Ensure effective handling in case a brawl.
RESPONSIBILITY:
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 CSO immediately.
 CSO, 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.
7.8. THEFT
OBJECTIVE :
To establish a procedure in case of theft.
POLICY:
Ensure effective Handling in case of Theft.
RESPONSIBILITY:
PROCEDURE:
FOLLOWING ACTIONS WOULD BE TAKEN IN CASE OF THEFT: -
 On receiving the information of theft, the supervisor on duty at Security Control Room will report the same
to the ASO/SO.
 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 Centre 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 Centre Manger informed of all happenings.
 Permission for detailed investigation will be taken from the CSO before the Security Officer starts the
investigation.
 Detailed investigation report will be prepared after discussing the proceedings of the investigation with CSO
and Centre Manager. Detailed written report will be forwarded after due deliberations.
 Under no circumstances will the police be called without the instruction from the Centre Manager. However,
if the situation warrants immediate action, police help may be sought.
7.9. TERRORISM
OBJECTIVE :
To establish a procedure in case of a Terrorist Attack .
POLICY:
Ensure effective Handling in case of a Terrorist Attack
RESPONSIBILITY:
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 Centre 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 behaviour of people in the building.
 Do not accept packages from strangers.
 Do not leave luggage unattended.
 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.
Types of Terrorism
Bio Terrorism Chemical terrorism Nuclear Terrorism
Bio-Terrorism
Biological agents are organisms or toxins that can produce illness or death in people and animals. They can be
dispersed as aerosols or airborne particles or by infected individuals. Terrorists also can use biological agents to
contaminate food or water.
 Numerous biological agents could be used as weapons, but government officials believe the most likely
pathogens would cause diseases that include anthrax, smallpox, botulism, cholera, plague, Q fever,
salmonellosis, tularemia and viral hemorrhagic fever.
 A biological agents take time to cause a disease, a biological attack may not be obvious for days to weeks
depending on the incubation period of the disease.
 If government officials become aware of a biological attack through an informant or warning by terrorists,
they would most likely instruct citizens to either seek shelter where they are and seal the premises or
evacuate immediately.
 A person affected by a biological agent requires the immediate attention of professional medical personnel.
 Some resultant diseases – plague, smallpox and viral hemorrhagic fevers – are contagious and victims may
need to be isolated.
 While it is possible for Q fever to be transmitted from person to person, it is rare.
 Information, treatment options and other advice would be provided by government
Officials to the public through the news media.
Suspicious Mail
CHARACTERISTICS of suspicious packages and letters include:

 Inappropriate or unusual Labeling
 Excessive postage
 Handwritten or poorly Typed Addresses
 Misspellings of common words
 Strange return address or no return address
 Incorrect titles or title without a name
 Not addressed to specific person; marked with restrictions, such as “Personal,” “Confidential” or “Do not X-Ray”
 Marked with threatening language

 Postmark from a city or state different from the return address and excessive packaging material Appearance
 Powdery substance felt through or appearing on the package
 Oily stains, discolorations or odor
 Lopsided or uneven envelope
 Excessive weight
 Protruding wires or aluminum foil
SUSPICIOUS PACKAGES OR ENVELOPES SHOULD BE HANDLED AS FOLLOWS:

 Do not carry the package or envelope.
 Don’t show it to others or allow others to examine it.
 Put the package or envelope on a stable surface; do not sniff / touch/ taste or look closely at the package or any
contents that may have spilled.
 Alert others in the area about the suspicious package or envelope. Leave the area and take actions to prevent
others from entering the area.
 If possible, shut off the ventilation system.
 Wash hands with soap and water to prevent spreading potentially infectious material to face or skin.
 Notify the Supervisor who in turn would notify the Security Officer.
7.10. 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:
PROCEDURE:
 Inform the Supervisor about the crime who would in turn inform the ASO and the SO.
 Give your location, nature of the crime and name.
 Advise them of the situation, and remain where you are [if safe] until contacted by a Security Guard.
 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.
 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.
7.11. CRIMINAL AND VIOLENT BEHAVIOR
Main objective is to establish a procedure in case of any criminal or violent behaviour.
POLICY:
Ensure effective handling in case of any criminal or violent behaviour.
RESPONSIBILITY:
PROCEDURE:
Everyone is asked to assist in making the mall 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
behaviour, etc., do not take any unnecessary risk. Notify the Mall 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 mall, 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.
7.12. ELEVATOR FAILURE
OBJECTIVE :
To establish a procedure for elevator in case of emergency.
POLICY:
To provide a smooth rescue operation
RESPONSIBILITY:
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.
The Control Room Security Supervisor should take the following step:
 Notify Shift Engineer of the situation.

 Notify the ASO / SO.
 Dispatch a security supervisor to the nearest floor to meet the occupants when the elevator is opened.
EVALUATOR CHECKLIST: ELEVATOR ENTRAPMENT
Trainee : _______ Date : _________
Evaluator : ____________ Time : _________
The evaluator will grade the trainee on each of the following criteria. Indicate yes or no and circle the appropriate
number regarding the trainee’s response.
1 = Poor, 2 = Fair, 3 = Good, 4 = Very Good, 5 = Excellent
Scenario: The security guard in the lobby received an elevator alarm. It is determined that three people are trapped
inside the elevator car.
1. The security guard established communication with the entrapped people using the elevator intercom
(grade on calmness, communication skills).
_____Yes ____No 1 2 3 4 5
2. The security guard asked if everyone was okay.
_____Yes ____No
3. The security guard notified the entrapped people that help would be summoned.
_____Yes ____No
4. Security guard notified shift engineer on the entrapment and requested emergency service (grade clarity
and completeness)
_____Yes _____No 1 2 3 4 5
5. Security guard notified Security Control Room operator of situation (grade for clarity and clarity and
completeness)
______Yes _____No 1 2 3 4 5
6. Security guard requested names and departments of entrapped occupants.
_______Yes _____No 1 2 3 4 5
7. Security guard notified entrapped personnel that help was forthcoming (grade on communication skills)
_______Yes ______No 1 2 3 4 5
8. Security guard offered to place courtesy calls for elevator occupants (grade on communication skills)
_______Yes _____No 1 2 3 4 5
9. Security guard maintained continuous communication with elevator occupants and reassured them (grade
communication skills)
_______Yes _____No 1 2 3 4 5
10. Security guard completed incident report (grade on quality of report).
________Yes _____No 1 2 3 4 5
7.13. POWER FAILURE
OBJECTIVE :
To establish a procedure for Power Failure.
POLICY:
Ensure effective Handling of Power Outage Situation
RESPONSIBILITY:
PROCEDURE:
 In the event that a power failure occurs, either inside a shop or the common area, inform the Mall 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.
7.14. BURSTING OF WATER PIPE
OBJECTIVE :
To establish a procedure in case water pipes burst.
POLICY:
Ensure effective Handling in water pipes bursts.
RESPONSIBILITY:
PROCEDURE:
Following actions are contemplated in case of water pipe burst resulting in flooding :
 Security will inform the Shift Engineer and the Security Control Room on telephone.
 Technical Manager / Chief Engineer will send out the maintenance team immediately.
 Plumber/Fire Technician will try and control or contain the overflow water by closing valves.
 Other Technicians and contractor’s 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 Centre Manager apprised of the current situation.
7.15. GAS LEAK
OBJECTIVE :
To establish a procedure in case of gas leak.
POLICY:
Ensure effective Handling in case of Gas Leak.
RESPONSIBILITY:
PROCEDURE:
 When there is a possible gas leak within the building, it should be reported immediately to the Mall
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.
 Technical Manager / Chief Engineer personnel will recommend response procedures once they have
confirmed the leak.
 Building occupants should evacuate if recommended by Mall Management.
7.16. PLUMBING FAILURE
OBJECTIVE:
To establish a procedure in case of plumbing failure/flooding.
POLICY:
Ensure effective Handling in case of Plumbing Failure.
RESPONSIBILITY:
PROCEDURE:
 In case of any plumber failure or flooding inform the Mall Management Team.
 Avoid any contact with electrical equipment or lines.
 During outdoor flooding, use caution.
7.17. ACCIDENT
OBJECTIVE :
To establish a procedure in case of an accident.
POLICY:
Ensure effective Handling in case of an accident.
RESPONSIBILITY:
PROCEDURE:
 Inform Security Control Room giving location seriousness and number of persons involved.
 Inform CSO immediately.
 Centre 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 Centre Manager of the Mall.
 An accident report will be prepared by the Security Control Room and forwarded to the CSO.
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.
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 Technical Manager / Chief Engineer.
 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.
7.18. EMERGENCY RESPONSE SPRINKLER SHUTOFF
OBJECTIVE :
To establish a procedure for Emergency Sprinkler Shutoff.
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:
PROCEDURE:
Emergency Sprinkler Shutoff:

 Verify the cause of the sprinkler flow situation. If you are CERTAIN that there is no fire involved, proceed to step
2.
 Go to the Fire Pump Room and look for the pressure gauges that are connected to the five vertical risers.
 If the flow is substantial enough, the Zone pressure gauge with the lowest pressure should be the one flowing
the water.
 After locating the gauge with the lowest pressure, follow the vertical riser that it is connected to straight down
until seeing the isolation valve. CLOSE THIS VALVE. The flow should stop or at least slow down. If so, then
open the rain for this zone. It is located just above the isolation valve and marked with a tag.
7.19. EMERGENCY RESPONSE WATER SHUTOFF
OBJECTIVE :
To establish a procedure for Emergency Water Shutoff.
Please note that this procedure should only be used when there is a water leak that cannot be isolated without
shutting off the entire system, and it is not related to the sprinkler system. It is imperative that verification of the
cause of the leak takes place before any action is taken. Remember, closing the wrong valve could leave the mall
without sprinkler protection. Also remember that the jockey pump is fed from the domestic water system and will be
disabled while the water is shut off.
POLICY:
The operation of handling Water Shutoff should be safe, smooth and trouble free.
RESPONSIBILITY:
Technician / Plumber on duty
PROCEDURE:
Emergency Water 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 next step
 Go to the Pump Room and look for the main water supply piping.
 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.
8. Training
8.1. TRAINING SCHEDULE
Sl.No. Items Level/Nominee Purpose Duration Trainer

1 Customer Handling All Security Staff Solve Customer Problems 30 minutes S.O./A.S.O.
4 Incident Reporting All Security Staff Quick Reporting for timely action 45 minutes C.S.O.
5 Logging incidents All Security Staff Proper Recording 30 minutes S.O./A.S.O.
6 Action in case of Lost & Found All Security Staff Take Control/ Custody & Storage 30 minutes S.O./A.S.O.
7 Employee Entrance/Exit Control All Security Staff Regulate entry/avoid unathorised access 30 minutes S.O./A.S.O.
8 Vehicle Control All Security Staff Speed control / parking 30 minutes S.O./A.S.O.
9 Parking Management All Security Staff Regulated parking for optimum space utilization 45 minutes C.S.O.
10 Action in case of Breakdowns All Security Staff Quick Remedial measures and avoid inconvenience 30 minutes S.O./A.S.O.
11 Wireless Communication handling All Security Staff Quick Reporting and passing on information 45 minutes C.S.O.
12 Telephone Manners All Security Staff Improve Mannerism 45 minutes C.S.O.
13 Information about Client property All Security Staff To Control losses 45 minutes C.S.O.
14 Dressing/Personal grooming All Security Staff Improve presentability 30 minutes S.O./A.S.O.
15 Reporting on duty All Security Staff Improve Punctuality 30 minutes S.O./A.S.O.
17 Handling Vehicle Accidents S.O./A.S.O./Sup. First Aid / Govt. Documentation 45 minutes C.S.O.
18 Handling Vehicle related thefts S.O./A.S.O./Sup. Govt. Documentation, Insurance, Claims etc. 45 minutes C.S.O.
19 Maintenance of Records All Security Staff Support incidences 30 minutes S.O./A.S.O.
22 Key/Duplicate Key Management All Security Staff Proper control to avoid misuse 45 minutes C.S.O.
23 Handling Customer Complaints S.O./A.S.O./Sup. Solve customer problems 45 minutes C.S.O.
24 Shift Duty/ Reports All Security Staff Punctuality 30 minutes S.O./A.S.O.
25 Making of Duty Roster S.O./A.S.O./Sup. Planning Staff Deployment 45 minutes C.S.O.
26 Reporting Suspicious movements All Security Staff Observation & avoiding incidents 30 minutes S.O./A.S.O.
27 Reporting Suspicious objects All Security Staff Observation & avoiding incidents 30 minutes S.O./A.S.O.
28 Security Registers/ Returns S.O./A.S.O./Sup. Updating Records 45 minutes C.S.O.
31 Privacy Intrusion All Security Staff Avoid Antagonising/ unpleasantness 30 minutes S.O./A.S.O.
32 Handling Children All Security Staff Avoid incidents involves delicate handling 45 minutes C.S.O.
33 Action Noticing Illegal activity All Security Staff Immediate Report/ Stopping/ Prevention 30 minutes S.O./A.S.O.
34 Reporting loss All Security Staff Updating Management for further action 30 minutes S.O./A.S.O.
37 Handling Official/Govt. visitors S.O./A.S.O./Sup. Avoid violation of laws 45 minutes C.S.O.
38 Checking movement of goods in/ out All Security Staff Avoid theft / pilferage 30 minutes S.O./A.S.O.
39 Issuance of Gate Passes S.O./A.S.O./Sup. For Regulated Entry/Exit 45 minutes C.S.O.
40 Issuance of Temporary I.Cards S.O./A.S.O./Sup. Avoid unauthorised Entry/Identification 45 minutes C.S.O.
41 Frisking Procedures All Security Staff Thorough check 45 minutes C.S.O.
42 Fire Fighting All Security Staff Develop capability to fight fire 30 minutes S.O./A.S.O.
43 Fire Equipment All Security Staff Proper Use & Maintenance 30 minutes S.O./A.S.O.
44 Fire detection systems All Security Staff Proper Observation and timely reporting 30 minutes S.O./A.S.O.
45 CCTV Control/ Management S.O./A.S.O./Sup. Proper Observation for timely action 45 minutes C.S.O.
46 Duties in Security Control S.O./A.S.O./Sup. Proper Command & Control 45 minutes C.S.O.
47 Night Patrolling All Security Staff Avoid Theft & Illegal Activities 30 minutes S.O./A.S.O.
48 Terrorism All Security Staff Their Modus Operandi & Safeguard against terrorism 60 minutes C.S.O.
49 Bomb Detection All Security Staff Use of Metal Detectors 45 minutes C.S.O.
8.2. TRAINING ATTENDANCE SHEET
Security Training Attendance Sheet

Date: Topic Covered:
Conducted By: Venue:
Total Guards Present:
S.No Name Signature
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Signature of Trainer Signature of ASO/SO Signature of CSO
8.3. MONTHLY TRAINING REPORT
Monthly Training Report

S.No Date Topic Of Training Duration Conducted Supported No. of Remarks
By By Guards
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
CSO Signature Centre Manager Signature
8.4. ACTION IN CASE OF LOST & FOUND
Duration : 30 minutes
Conducted by : SO
To be attended by : All Security Staff
KEY WORDS INFORMATION TRAINER NOTES

INTEREST People/customers tend to leave their belongings
unattended. Miscreants will do it with malafide intention.
NEED/BENEFIT 1. Win over customer confidence
2. Mitigate loss to customer
3. Rule out theft/misappropriation
4. Enhance Property’s image
5. Customers’ belongings do not land up in the hands of
miscreants
TITLE Action in case of Lost & Found
RANGE 1. Taking custody of lost & found
2. Recording details of lost & found
3. Make efforts to locate lawful owner
4. Return lost & found to lawful owner
OBJECTIVE To ensure that lost & found located in the Property is
accounted for/stored/returned to lawful owner
DEVELOPMENT
On receiving No time should be lost to reach the site of found
information Carefully handle the contents/material found
Report find to your superior
Take custody of the found
Care while taking Open in presence of a witness
custody Record contents
Recording details Item list, cash, valuables
Effort to locate owner Try to establish lawful owner
Contact owner if established
Return the items to lawful owner
Return to owner Obtain receiving from the person taking delivery of lost &
found
Disposal in absence of 1. Auction 2. Return to finder/depositor
claimant
SUMMARY
Questions to check What are the cases to be taken to handle lost & found
Learning Why should we check lost & found
What benefits the organization derives by proper handling
of lost & found
Why should you have a witness to take over lost & found
8.5. DRESSING AND PERSONAL GROOMING
Conducted by : SO/SUP

INTEREST Employee is easily identifiable.
Brings in proper coma dire
Look smart and presentable
NEED/BENEFIT Must be felt by his presence, which dressing will help
stand out visitors/customers can easily identify and
approach Property employees in case of need/emergency
TITLE Dressing and personal grooming
RANGE Neat/Ironed uniform, proper hair cut, presentable,
uniformity
OBJECTIVE To look presentable, smart and approachable
DEVELOPMENT
Personal Grooming Proper hair cut/ shave
Daily bath, washing of hands, nail cut properly
Uniform regularly ironed
No body odor, foul smell
Dressing Properly fitting uniform
Wearing of name badge etc.
Look different from employees of other units, easily
identifiable
SUMMARY
Questions to check Why is uniform necessary
How does good dressing help the company
Why should one maintain good personal grooming
What effect can body odor /smell have on customers
Learning How to dress properly and ensure personal grooming
Link forward Thanks for attending this session. In the next session we
will discuss
8.6. HANDLING OF VENDOR MERCHANDISE
Conducted by : SO

INTEREST Visitors are not exposed to packing material, Garbage and
avoid inconvenience to the customers
NEED/BENEFIT 1. Earmark designated material receiving area
2. Movement of material through Service Lifts
3. Disposal through Service Lift to Garbage Room
TITLE Handling of Vendor Merchandise
RANGE 1. Check incoming material
2. Proper route is followed for materials to reach the client
3. Garbage disposal
OBJECTIVE To ensure that all merchandise entering the Property is no
security threat to Property/Employees
DEVELOPMENT
1. Direct incoming material to receiving area
2. Movement of received material to the designated units
3. Designate area
4. Location of Service Lifts
5. Goods movement in case of lift failure
6. Parking of vehicles bringing in material
7. Entry of material carrying van into the Property
SUMMARY
Questions to check 1. Why should the material be received at designated place
2. Will there be a designated time for receiving material
Learning How to ensure one point entry of all material into Complex.
Security check of incoming materials and outgoing garbage.
Link forward Thank you for attending the lesson today and in the next
lesson we will discuss the topic on
8.7. HANDLING VEHICLE ACCIDENTS
Conducted by : SO

INTEREST Avoid blockade to vehicle movement in the premises
Avoid damage to Property
Avoid Police presence in the premises
NEED/BENEFIT Provide immediate medical aid to the injured
Recover any loss to property
TITLE Handling Vehicle Accidents within complex
RANGE Loss to property – No inconvenience to customers – First
aid to injured
OBJECTIVE No loss or injury is caused to property or customers within
the premises
DEVELOPMENT
Inform Control Room/Vehicle in/out gates.
Reach the site of accident
Assess if any loss to property
Look for any injured persons
Call for first aid- Transfer injured to hospital if necessary
Log the details of the vehicle involved in accident
Inform Management all details
Clear the vehicle from the route and park on the side if no
Police involvement is visualized
Cordon off the area of accident
Police Call police after deliberating with Management
Hand over the vehicle to police
Stake claim for recovery of any loss to property
Avoid argument with the vehicle owner
SUMMARY
Questions to check What should you do in case an accident is reported in the
property?
Why is it necessary to take the details of the vehicle
involved in accident
Why is it important to inform the Management about
accident
What should you do to the injured
Learning How to manage, report and restore any accident in the
Property
8.8. INFORMATION ABOUT CLIENT PROPERTY
Conducted by : SO

INTEREST Large lay out of facilities
Amalgamation with other properties
Something Unique
NEED/BENEFIT Likely to handle 50 to 60 thousand people a day
Control, manage, support and provide safety and security
services to the customers/visitors/occupiers
TITLE Information about client property

RANGE Topography, location of facilities, layout and public utilities
OBJECTIVE To know and be conversant with the property to provide
effective operation both daily and during emergencies
DEVELOPMENT
Vendors To know the name of occupier and facility
To know their location for quick reaction
Provide immediate support in case of exigencies
Customers/visitors Visitors/customers are guests and should be treated as
such.
To guide and direct visitors/customers to avoid
inconvenience to them.
To know the location of offices, employees for proper
command and control of the management.
SUMMARY
Questions to check Where is the PVR located
Explain the Food Court
What is open plaza
How many parking basement does the Property have
Learning Be fully aware of the location and facilities with the
premises for support/action during emergencies
Link forward Thanks for attending this session. In the next session we
will cover
8.9. VEHCILE CONTROL
Conducted by : SO
INTRODUCTION
INTEREST Traffic congestion on the drive way/porch could deter
customers from coming to the Property cause avoidable
inconvenience to customers
NEED/BENEFIT Provide regulated entry/exit to customers vehicles
Vehicles follow designated route and follow signage’s
TITLE Vehicle Control
RANGE Could effect traffic on the Main Road
OBJECTIVE No congestion/clustering of vehicles at the place of
alignment.
No hap hazard parking – No inconvenience to other
customers
Provide proper signage’s, Earmark routes
DEVELOPMENT
Vehicle coming in will have two options
(a) Drop and go out
(b) Drop and go to parking
If the vehicle has to follow (a) then he will drive across the
vehicles intending to drive into basement
Provide 45 degree in access to vehicles into the Property
Provide 45 degree out access to the Public Road
Separate out Route for all vehicles – Not intertwined

Don’t Let park in unauthorized areas
Avoid hap hazard parking in the Property premises
Mechanism to control speed of incoming/outgoing vehicles
Seek co-operation from local Traffic Police
SUMMARY
Questions to check Why is it necessary to regulate speed of vehicles
What are the disadvantages of uncontrolled parking
Should vehicles be allowed to park in the open space
Learning Proper controlled vehicular movement will avoid
inconvenience to the customer
It will avoid accidents
8.10. WIRELESS COMMUNICATION/HANDLING
Conducted by : SO
INTRODUCTION
INTEREST Effective Communication for better operation.
Ensures quick Response time
Timely action
NEED/BENEFIT For fast and quick contact
To pass requisite information in minimum possible time
Ensure compliance
TITLE Wireless communication handling
RANGE Use of wireless sets, How to use, How to speak
OBJECTIVE To learn effective use of wireless communication
DEVELOPMENT
Mode of communication Wireless is a one way/two way radio communication
It is hand held and portable
Depending on frequency, it can be used in basements, high
rise building etc.
Limitation Limited distances. Weather could effect communication

Advantage Fast communication, Reduces time and movement very
effective during emergencies
Battery Charging Needs constant battery charging
SUMMARY
Questions to check 1. What are the advantages of wireless communication
2. What are the limitations of wireless communication
3. Who all should be provided with Radio Sets
Learning Proper use of Radio Sets
Advantage of effective communication
Link forward Thanks
8.11. SECURITY PATROLLING
Conducted by : SO
Attended by : Nos
The Question Elaboration Instructor’s Comments

Recap Spend 5 minutes on recap of the previous trainings to
check retention of the recipient audience.
What? What is patrolling?

 Patrolling is the activity whereby a nominated area
of responsibility (AOR) is monitored by physical
movement of men.
Types? What are the typical types of patrolling?

 Foot Patrolling.
 Vehicle Patrolling.
Why? Why is patrolling done?

 To depict activity in the AOR.
 To deter and detect illegal activity in the AOR.
 To combat any illegal activity with the help of other
resources present at the site.
 To observe the AOR and note down any
illegal/unauthorized/abnormal activities. These could
pertain to an outsider/resident/owner/occupant.
 Note down anything missing, amiss, replaced,
removed, etc.
 Check the status of the Perimeter Boundary and
Perimeter Lighting.
 Look out for any fire hazards or any other hazardous
materials.
How? How is patrolling activity planned?

 A patrolling plan is finalized by the Security Officer. It
includes the routes to be taken, specific points/areas
to be checked, the strength of the patrol party and
any other special instructions.
 The plan must have more than one route.
 The route and the timings for patrolling must not be
predictive.
 A patrolling report must be prepared at the end of
the round. Important points must be highlighted.
 Patrolling Reports must be scrutinized by the
SO/CSO and the Centre Manager.
 Patrolling Plan must be reviewed every quarter or
whenever deemed necessary.
Where? Where all must patrolling activity be done?

 Inside the building.
 Outside the building but within the Perimeter
Boundary.
 Outside the Perimeter Boundary, completely or
selectively.
When? When should patrolling be done?

 Day.
 Night.
 For special requirements.
Essential Items? What items must essentially be carried while on patrolling

duties?
 A notepad.
 A pen/pencil.
 A walkie-talkie.
 A whistle.
 A torch, especially at night.
 A weapon, if authorized.
Revision  Answer queries, if any.

 Pose questions from the lesson to check retention.
8.12. REPORTING ON DUTY
Conducted by : SO
Attended by : Nos
The Question Elaboration Instructor’s Remarks

Why? Why is it important to know the correct ‘Reporting on

Duty’ drill?
 To be able to be punctual on duty.
 To be able to attend the shift briefing.
 To get oneself checked for proper dress and
grooming.
 To be able to imbibe any fresh orders/instructions.
What? What are the advantages of following the correct

‘Reporting on Duty’ procedures?
 Projects a good image of the individual, the
vendor and the company.
 Obviates last minute panic due to absenteeism or
late reporting.
 Prevents ad-hoc or incorrect deployment.
 Ensures posting of the right person at the right
post.
Actions on Reporting  Always be punctual for duty, preferably 15 minutes

for Duty in advance of shift timings or as instructed.
 Change into work dress if not in it already.
 Self-check whether properly and completely
dressed. Keep checking during the course of the
duty.
 Report for the shift briefing.
 Obtain post allocation.
 Listen carefully to the briefing.
 Clarify doubts, if any.
Actions on Reporting at  Check and take-over equipment, if any.

the Post Report, if anything is defective.
 Check Area of Responsibility (AOR). Report if
anything is amiss.
 Check whether any incident had taken place
at the post; if so, is any follow-up action required
to be taken.
 Confirm whether there are any specific orders
for the post.
 Assume post.
Actions on Taking Over  Always remain present on the post. If required to

Post vacate post for any reason, inform Supervisor
immediately.
 Always remain alert.
 Do not be slouchy or slovenly.
 Make only crisp and smart movements.
 Welcome and address guests politely, pleasantly
and with smiling face.
 Request guests to undergo security check.
 Thank the guest after the security check.
 Always exhibit a helpful and positive attitude.
 Maintain demeanour even if the guests become
rude or quarrelsome.
 Do not permit the guest to enter without
undergoing the security check.
 Guide, if desired by the guest.
 Do not permit overcrowding near the entrance.
 Do not loiter, smoke or chew tobacco while on
duty.
 Make no unnecessary body movements.
 Do not gossip or make unwanted conversation.
 Summon a housekeeping person if any garbage
or dirt found in your AOR.
 Do not form a group of guards.
Actions on Completion  Hand over properly to the next guard on duty.

of Duty  Report to your Shift Supervisor for the shift
debriefing.
 Inform if any thing unusual occurred during your
tenure of duty.
 Take orders for the next day, if any.
 Depart and do not linger on at the site if not asked
to.

 Pose questions from the lesson to check
retention.
8.13. VEHICLE CHECKING
Conducted by : SO
Attended by : Nos

Why? Why is it important to check vehicles?

 Vehicles are the most common carriers of
explosive materials, weapons and ammunition.
These, in the existing security scenario, are
required to be prevented from entering the site.
 Certain items, like liquor, narcotics, etc may also
be brought into the site for the purpose of creating
mischief and are, therefore, required to be
prevented from entering the site.
 To check nothing is being stolen from the site/the
property.
What? What are the items that must not be permitted to enter
the site or the property?
 Explosives.
 Narcotics.
 Contraband.
 Weapons.
 Ammunition.
 Liquor.
 Hockey sticks, baseball bats, knives, etc.
 Acids or similar corrosive materials.
 Any other items prohibited by the management.
What? What are the gadgets/means available for conducting

vehicle checks?
 Naked eye.
 Under vehicle mirror.
 Under carriage scan.
 Hand Held Metal Detector (HHMD).
 Explosive Vapour Detector (EVD).
 Sniffer Dog.
Where? Where must the vehicles be checked?

 Preferably prior to their entry into the site.
 At least 50 metres away from the building.
 At the entry point for vehicles.
 In the open and basement parking bays even after
they have entered the site.
When? When must vehicle checking be done?

 At all times of the day.
 At the time of entry.
 At the time of exit, if instructed by the
management.
How? How should vehicle check be conducted?

(A vehicle check team must ideally comprise two
guards).
 The vehicle will stop on its own if a boom barrier
exists at the site and is kept lowered.
 If there is no boom barrier, an appropriate signage
may be erected or the guard must flag the vehicle
to stop.
 Check the boot of the vehicle properly. If there are
suitcases/briefcases/cartons or any other closed
packages, the occupant may be requested to
open them and get them checked.
 Request the occupant to open the doors of the
vehicle for carrying out a cursory check.
 In random checks, the occupant may be
requested to open the bonnet of the vehicle and
even lift the seats to be able to check under them.
 In the cases of such detailed checks, the SO or
the ASO must definitely be present at the Vehicle
Check Point.
 If the EVD or a Sniffer Dog is available, it must be
used to detect, especially explosives and
narcotics.
 There must be specially trained guards who must
check the vehicles in the parking areas.
Documents Vehicle in and out documents must be maintained at all

the sites and entries made correctly and completely.
The log book/register must be put up by the Security
Officer to the Property Manager as per the instructions
of the management.

retention.
8.14. DEALING WITH SPECIAL PEOPLE
Conducted by : SO
Attended by : Nos

Why? Why is it important to deal specially with special

people?
 Because they need your attention.
 It creates a positive image of the property and its
management.
 Mitigates the hardships of the special people.
 Sends good and positive vibes to others also.
What? What are the points to be borne in mind while dealing

with the blind or visually impaired persons?
 Greet them in normal tone of voice.
 Use the person’s name if you know it and identify
yourself.
 Inquire if your assistance is required; do not force
yourself.
 If required, touch your hand on the back of the
person’s hand; this is a signal for the person to
take your hand.
 Identify anyone else who joins the conversation.
 Guide/escort the person as desired.
 Do not pull the person or tug at the sleeve.
 Inform when a step up or down is to be taken.
 Describe the surroundings to the person.
 On approaching the doorway, inform the person
as also the direction in which the door opens.
 On approaching a stairway, inform the person as
also the direction of the stairs and allow the
person to hold the handrails. Allow the person to
find the edge of the first step with the foot.
 To help the person to take a seat, place your hand
on the back of the chair and allow the person to
slide his/her hand down your arm till the person
makes contact with the back of the seat.
 If you are leaving, inform the person and, if
possible, ensure that the person is left in contact
with a tangible object, such as a wall, a table or a
chair.
How? How should you assist a person into a wheelchair?

 Ask the person whether he/she needs
assistance.
 Whenever you need to talk to the person,
ensure that communication is done at the eye
level.
 If the person has taken a seat, ensure that the
wheelchair is not removed from his/her reach
unless asked to do so.
What? What are the points to be borne in mind while dealing

with a mentally challenged person?
 The first rule is to keep distance if the person is
agitated and allow the person to cool down. If the
person is fearful and suspicious, be calm,
reassuring, sincere and supportive.
 Convey that you are willing to listen and
acknowledge that the person has the right to
complain.
 Establish a good eye contact and convey
assurance that you would like
 to help.
 If the person is angry, be calm and reassuring and
convey the message that you understand his/her
feelings.
 Never threaten or abuse, physically or verbally.
 Do not lose your cool. Admit mistakes. Apologize,
if warranted. Avoid blaming.
 Discourage gathering of crowd.

retention.
9. Safety Policies and Procedures (Attached as Annexure-1)

10. Key Management Policy (Attached as Annexure-2)
11. Lost and Found Policy (Attached as Annexure-3)
12. Disaster Management Plan (Attached as Annexure-4)
END OF DOCUMENT

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TRILIUM MALL, NAGPUR

JONES LANG LASALLE

The key objectives are outlined below :

Determination of the Shopping Mall’s positioning level and ideal Security

Conduct a Risk assessment to identify assets which need to be protected, the

Create SLAs for performance review and achieve continuous improvement by

3.1. Determination of the Shopping Mall level

3.2. Risk Assessment

(a) Asset Value Assessment

S.No Assets Value Numeric value

13 Mechanical Systems Medium 2

(b) Perceived Threats of the Location

S.No Incidents Impact Rating

(c) Risk Assessment Matrix

Moving Vehicle Bomb inside the

Nuisance by Drunken Brawls

Fixtures ,Copper Connectors

Exterior Attacks using rocks,

Pick Pockets & Minor Thefts

Forced Entry/Covert Entry

3.3. Develop Security Plan

CHIEF SECURITY OFFICER

ASST SECURITY OFFICER

Summary of total Deployment

Security Daily Grooming & Briefing Checklist

Security Agency: Shift: Date:

Security Officer Sign: ASO Sign: Security Supervisor Sign:

4.2. SAFETY ASSESSMENT CHECKLIST

SAFETY ASSESMENT CHECKLIST

All the ladders used by us and our sub-

For excess storage of

No Smoking near the areas where gases

Using of goggles and gloves are

First aid box stored and stacked properly Regularly

4.3. NIGHT INSPECTION CHECKLIST

Night inspection checklist

S.No Criteria Yes / No Findings Recommendations Responsibility Remarks

1 Check security attendance against the deployment plan

2 Check the Uniform & Grooming standard of the security personnel

4 Inspect exterior lighting system

5 Inspect emergency lighting system

Are Emergency Numbers and vendor escalation matrix availabe with

12 Check the challenging procedure of the security personnel

13 Were all posts manned as per night shift deployment

4.4. EQUIPMENT MAINTENANCE CHECKLIST

3.2.11 greasing and cleaning of Main pump VENDOR

3.2.20 Adequacy of pressure in the hydrant SECURIT VENDOR

4.5. SECURITY OFFICER CHECKLIST

S. No. Points to be checked Status

1 The Overhead Fire Water Tank Water Level to

Signature Security Officer Signature Centre Manager/ CSO

Daily Security In and Out

Name of Service Provider: Date:

6.2. HANDING-TAKING OVER

Security Handover Logbook

Handover by: Taken-over by: Time:

Handover by: Taken-over by: Time:

Signature CSO Signature Security Officer Signature Asst. Security Officer