Module 4:

Protecting

the

Personal Security

of the

Child Support Worker

Training Notes

-   Display: Module 4, PowerPoint slides 1 and 2 and discuss the
    objectives.

# Protecting the Personal Security of the Child Support Worker

## Module Objectives

![](media/image1.wmf)

The learning objectives for this module are to enable participants to:

-   ![](media/image2.wmf)Identify what can be done to protect your
    working environment

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-   Emphasize security is a priority

TRAINING NOTES

-   Discuss with participants that so far in the course we have been
    talking about protecting data. Child support offices are also prime
    targets of other acts, which also fall under the heading of
    security. These can include bomb threats, verbal and physical abuse,
    unauthorized entry or access, theft, etc.

-   Mention Financial Institution Data Match (FIDM) and how angry FIDM
    may make some NCP's when a freeze and seizure takes place on their
    account. This program matches financial institution account records
    against delinquent child support accounts. This includes both
    in-state matches, administered by individual States, as well as
    multi-state matches (MSFIDM)---a program administered by OCSE.

-   Ask participants to share some of these types of security violations
    with the rest of the class.

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-   In this module we will take a closer look at protecting you, as a
    child support worker, as well as your physical work environment.

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-   Display: Module 4, PowerPoint slide 3

## Introduction

Child support offices can be targets for theft, unauthorized entry and
access, threats, and physical abuse and harm. Effective barriers, both
physical and psychological, can reduce the likelihood of these threats.

> ![](media/image1.wmf)This module will help you analyze your office and
> suggest measures to reduce potential harm.

training notes

-   Display: Module 4, PowerPoint slide 4 and discuss each bullet point.

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-   Door Codes---combination locks on doors (like in the video---also
    known as cypher locks) are convenient and secure. Talk about when to
    change the combination.

-   Physical arrangement of furniture---make sure there is a clear path
    between you and the door/exit. Do not create a path in which you
    must pass or climb over the interviewee to exit the room.

-   Move child support to higher floor---not easy access to employees,
    more secure.

-   ID Badges---Do the employees wear them and are they a procedural
    requirement? Visitors badges?

-   Panic or SOS buttons---do you have them? What about procedures for
    all to follow when the button is utilized?

-   Bulletproof glass---are the employees who greet visitors protected?

-   Parking lot lights/security---are employee and visitor lots well
    lit?

-   Metal Detectors---must all visitors pass through secure
    entranceways?

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-   What are some other possible protections that you may have in your
    office?

## What can be done to protect your environment?

### Possible protections:

-   Door codes

-   Physical arrangement of furniture in interview rooms and offices

-   Always leave yourself an escape route

-   Construct "natural" barriers to separate employee from customers and
    visitors (e.g., desks, countertops, partitions)

-   Move child support office to a higher floor

![](media/image1.wmf)

-   ID Badges

-   Assign temporary badges to visitors

-   "SOS" buttons in the interview rooms

-   Bullet-proof glass

-   Parking lot lights/security

-   Metal detectors

training notes

-   Display: Module 4, PowerPoint slide 5

-   Continue discussion from previous page.

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-   Closed circuit television cameras---routinely viewed---clearly
    visible?

-   Single public entrance---keep control of comings and goings of
    customers.

-   Window in supervisor's office from which the supervisor can view
    customer service area---allows for visual contact for protection.
    Windows should be in all interview rooms as well.

-   Security guards---active and aggressive in security procedures.

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-   Many people's stature or dress is intimidating. There have been
    occasions when visitors have been let through locked, secure doors
    because they "look" responsible or have the appearance of being a
    professional. In a Maryland child support office an employee held
    the secure door open for a well-dressed man who appeared on a
    mission and to know where he was going. The employee did not ask the
    man whom he was going to see or if he had checked in. The man found
    his way to the conference room where an employee staff meeting was
    being conducted. The well-dressed man spoke loudly and harshly to
    get everyone's attention and opened his coat and displayed a wealth
    of firearms (guns, knives, etc). This turned out to be a planned
    security drill, but it could have very easily been a real disaster.
    The man was able to gain access, wander through the secure building,
    and house firearms with no detraction. Have you ever passed someone
    in the hall and wondered who was that? ASK!

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-   Closed-circuit television cameras

-   Single public entrance to customer service area

-   Window in supervisor's office from which the supervisor can view
    customer service area.

-   ![](media/image1.wmf)Security guards

Training notes

-   Let's talk about some security ideas that are on the drawing board
    or have just been announced. Body features are in vogue.

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-   Display: Module 4, PowerPoint slide 6

### Futuristic Protections (Biometrics)

Biometrics is the next wave of network security. Currently a \$25
million a year industry, biometrics will, by some estimates, expand to
\$1 billion by the year 2000. Some predict the rush to install biometric
security systems will replace the Year 2000 computer crisis as the most
pressing high-tech project after the millennium.

![](media/image2.wmf)

Training notes

-   Display: Module 4, PowerPoint slide 7

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-   Let's talk about some biometrics that are in use:

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-   Eye Scans---Hardware and software is for sale that profiles your
    iris from about a foot away, matching its unique characteristics
    with an already stored version.

-   Face Geometry---Another company has a product that looks at nearly
    the complete face to make sure the right user logs on. Using a
    camera perched atop the PC, the Face It technology matches key
    characteristics of a person's face against a pre-stored image.

-   Electronic Fingerprint---One company this year lowered its price for
    an electronic fingerprint reader to under \$100, a level that
    analysts said could help draw attention. About the size of a mouse,
    a user just presses down a finger for a second on the scanner's
    window. To make sure no one can steal the image and use it to gain
    access, the equipment subsequently encrypts it and sends a special
    code based on your fingerprint**.**

-   Hand Finger Geometry---Scans the whole hand and fingers

-   Signature Verification

-   Voice Recognition

-   Key Stroke Dynamics---Every person's typing habits are unique---how
    hard or soft they press the keys.

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-   Ask participants to come up with some new ideas they've heard
    about**.**

### Biometrics

-   Eye Scans

-   Face Geometry

-   Electronic Fingerprint Scans

-   Iris Identification

-   Hand Finger Geometry

-   Signature Verification

-   Voice Recognition

-   Key Stroke Dynamics

![](media/image4.wmf)

training notes

-   We've talked a lot about security. But how do we go from this
    classroom to making it happen in our own offices?

-   Does your office have dedicated staff and resources (especially a
    budget) for security measures? Does your office/agency have a
    dedicated full-time security officer position? Is security a
    priority in your agency? Historically, the security officer position
    tended to be an added title to an existing position. Therefore,
    security fell to a low priority. Security needs to be an agency
    priority.

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-   Display: Module 4, PowerPoint slide 8

-   Refer to and discuss the Appendix, page 63, Bomb Threat Checklist.

-   Refer to and discuss the Appendix, page 65, Handy Reference Card.

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-   Suggestions: Have a "drill" to test security procedures. Request
    local law enforcement officials check your office for and make
    recommendations for security changes.

## Make Security a Priority

### How do we ensure personnel security?

-   Security Officer

-   Dedicated staff and resources

### Policies and Procedures

Have established procedures in place to address (everyone must follow
the same procedures):

-   Verbal Threats

-   Bomb Threats

-   Physical Threats

-   Confrontation

-   Biological/Viral Threats

    ![](media/image2.wmf)

training notes

-   Display: Module 4, PowerPoint slide 9

-   Ask about current security training procedures and how often they
    are updated and delivered**.**

-   Trainer Tip: Require staff to sign in and out of training, which
    provides a mechanism to hold staff accountable if a violation
    occurs.

###  Training

-   Train all staff from custodians to managers and directors.

-   Continuous training---not just a one-time presentation at new
    employee orientation followed by yearly signing of confidentiality
    documents.

    ![](media/image2.wmf)

training notes

-   Write on the flip chart the results from creative ways to protect
    your environment discussion.

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-   The use of security mugs, banners, or mouse pads may have a more
    lasting impact on security awareness than memo after memo.

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-   *Raise awareness and gain staff support and input with recognition
    for suggestions on security in the office, for example, security
    drills.*

-   Put these questions on a flipchart and have a group discussion**.**

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-   *What are some creative ways to protect your environment?*

-   *What are some ways to protect the child support program?*

-   *What are some ways to protect your office?*

## Group Discussion

### What would you do to protect your environment?

-   Simple precaution checklist

-   Challenge wandering or "lost" visitors and escort them to the right
    office

-   Watch for "head popper" who opens wrong doors

-   Lock all offices, conference rooms, or storage rooms

-   When you must work after hours, keep your doors locked

-   Make sure to close and lock all windows, activate alarms if present

training notes

-   Display: Module 4, PowerPoint slide 10 and summarize the information
    presented thus far in the module.

-   Ask if there are any questions. If not, tell them we will now talk
    briefly about their own personal data.

-   Tell the participants to close their books. Then present the "Lost
    Wallet Exercise" as described on the next page.

## protecting your ENVIRONMENT Summary

Many crimes are directed toward individuals or offices, which have
little or no security planning in place. Take stock of your present
measures and possible weak points. Remember that we need to be proactive
in security, of **all** types!

Next we will explore protecting your personal data and identity.

![](media/image2.wmf)

training notes

-   [Lost Wallet Exercise]{.underline}. When the participants have
    completed their lists, ask if they have included:

    Debit Cards Check-cashing Cards

    Checks Drivers License

    Social Security Cards Health Insurance Card

    Telephone Calling Card

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-   What else should be listed?

-   A woman who works for OCSE went to lunch across the street from her
    office. Two hours after returning from lunch she discovered that her
    wallet had been stolen. In the two hours that it took for her to
    discover that her wallet had been stolen, many thousands of dollars
    had been spent---charged to her credit cards, withdrawn using her
    ATM card, and in checks being cashed. Her wallet had been stolen by
    a theft ring, who knew how to get the most merchandise and cash in
    the quickest amount of time. A check was written at a local grocery
    store for \$800.00! Time is of the essence.

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-   *Within hours and even minutes, a "theft ring" can have thousands of
    dollars charged. This includes cashing checks with grocery
    check-cashing cards, charging at department stores, and using debit
    cards for purchases.*

-   *Less than half of all Americans can name every item in their
    wallets without looking, and only 12% keep a written list of their
    wallet's contents.*

-   *One victim whose wallet was stolen reports that the imposter used
    her Social Security number and obtained a driver's license in the
    victim's name. The imposter opened credit card accounts, purchased
    furniture, bought cars, and even obtained welfare benefits under her
    name. The imposter was arrested twice for driving under the
    influence and the real identity theft victim had to go to court and
    give fingerprints to prove that it was not she who was DUI.*

-   *Another woman's wallet was stolen when she went through a security
    check at the airport. Within four hours the thief had charged
    \$10,000. To make matters worse, the thief gave birth the very day
    of the theft using the victim's name. The hospital bills and the
    mother's name listed on the child's birth certificate bear the
    victim's name!*

## Group Activity

> As we discussed in Module 1, identity theft or using someone else's
> name for financial or other gain, is rapidly becoming an epidemic in
> the "Information Age." Privacy is coming under a host of threats that
> didn't exist a few years ago.
>
> Let's explore helpful hints to raise your awareness against fraud and
> to take proactive measures to avoid theft. We will also look at what
> to do in the event theft occurs and explore how timely action is
> critical.

### Lost Wallet Exercise

Scenario: We have just returned from lunch and you discover your wallet
is missing. From memory, list the items that are in your wallet.

Discuss: What do you do now? How readily accessible are the phone
numbers for your credit cards, check-cashing cards, and debit cards? Do
you carry your PIN numbers in your wallet? What about your calling
cards?

### Group Discussion

How you can protect yourself and be prepared if your wallet is stolen?

-   Do you know:

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-   Your card numbers?

-   Issuers contact numbers?

-   Would you think to contact your grocery store about your
    check-cashing card?

-   Time is of the essence should theft occur.

-   Be aware of how your information can be used

training notes

-   Refer to and discuss page 67 in the Appendix, Wallet Watcher Form

-   Refer to and discuss page 69 in the Appendix, Precaution Checklist

-   Refer and discuss page 11 in the Appendix, "Stolen Identity Hostages
    Thieves Cash in on Others Names, Credit and Future" for tips on
    keeping your identity your own.

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-   How many participants own a shredder? It is estimated that only 1%
    of this country's 94 million households have shredders, compared
    with 40% of all businesses. Tearing up your mail doesn't protect you
    against thieves that are looking for account numbers and social
    security numbers. Thieves have gone as far as piecing back together
    the strips from shredders that just shred length-wise. You need a
    shredder that cuts vertically and horizontally.

-   The business of personal shredders has gone from 100,000 units in
    the early 90's to an estimated 7 million this year.

-   A dumpster driver retrieved an American Express number from a car
    rental agreement and charged \$15,000 on the account.

-   A woman was asked why she bought a shredder. She indicated she
    bought one the day she saw the garbage man going through her trash.

-   Personal security is an issue that has been around for a long time.
    However, with advanced technology it has quickly become more
    critical.

-   When you think of the time it would take to replace your drivers
    license, credit cards, and checkbook, a few minutes of precaution
    could save you hours, days, and even years of headaches and hassles.

-   In the previous modules we have covered security and privacy from
    many aspects. We need to be proactive in our own safety as well as
    be aware of the security and privacy our clients are entitled to.

-   In the next module we will be summarizing the information we have
    learned today and determine our next step in taking necessary
    precautions in the "Information Age."