# Presentation: 197229

- Protecting your Employees and Securing your Mail Center

**Notes:**
Intro:  The U. S. Postal Inspection Service is the Law Enforcement branch of the Postal Service, empowered by federal laws to investigate and enforce federal statues related to crimes against the U. S. Mail, the Postal Service, and its employees.  The Inspection Service extends full cooperation to all federal, state, and local authorities in law enforcement matters to ensure greater protection to the public.

Events that changed us forever; 9-11, Anthrax, War on Terrorism.  Federal, State, and local agencies have come to realize their mail centers may be the first point of attack by terrorists, either domestic or foreign.  We cannot assume that theses attacks will never be repeated; therefore, agencies must take the appropriate actions to mitigate risk.  This session contains suggested information on government mail center operations that you can use and adapt to meet your needs.
This presentation also addresses dangerous mail handling and recommends preventative measures that you may implement to handle and deliver mail safely to your personnel.  Safe mail handling covers a broad spectrum and various approaches can be taken to provide security.  Each of your operations must incorporate security measures that best mitigate the risk associated with each unique facility.  The Inspection Service will continue to explore innovative technologies that will effectively prevent, detect, and neutralize risks in mail centers.

## What constitutes a suspicious letter or package?

- If you receive a suspicious letter or package:
- Stop - Don’t handle it
- Isolate it immediately
- Don’t open, smell, or taste
- Activate your emergency plan
- Notify a supervisor

**Notes:**
Typical characteristics of a suspicious letter or parcel include:
Excessive Postage, no postage, or non-cancelled postage.
No return address or obvious fictitious return address.
Packages that are unexpected or from someone unfamiliar to you.
Excessive tape.
Improper spelling of addressee names, titles or locations.
Packages that are addressed to someone no longer with your organization or otherwise out-dated.
Rigid or bulky, lopsided or uneven.
Unexpected envelopes from foreign countries.
Restrictive markings.

## How do you prepare?

- Identify threats
- Conduct a risk assessment
- Develop policies
- Draft procedures/best practices
- Prepare contingency and continuity plans
- Communicate and train

**Notes:**
There is no “One Size Fits All” solution for safe mail handling.
Each operation must incorporate security measures that best mitigate the risk associated with each unique facility.
The Inspection Service will continue to explore innovative technologies that will effectively prevent, detect, and neutralize risks in mail centers.
The following presentation will address each of the bulleted steps (above slide) in greater detail, and explain the role they play in the overall security plan of your mail center.

## Identify threats.

- International terrorist
- Domestic hate group
- Disgruntled employee/workplace violence
- Acts of nature (flood, fire, earthquake, etc.)

**Notes:**
Threat Assessment:
The process of assessing security-related risks from internal and external threats to an entity, its assets, or personnel.
It could be natural, criminal, accidental, terrorist, etc.
Activity at the facility may also make the facility more attractive.
Are there other businesses being conducted in the facility (multi-tenant)?

When looking to identify your threat, the profile of the type, composition, and capability of the “adversary” should be taken into account.

## Conduct a risk assessment.

- 	Your posture should reflect your company’s mission

**Notes:**
Assuming a comprehensive risk assessment has been completed on the facility in which the mail handling operations are housed and appropriate mitigating security measures have been established or identified for future implementation, the primary determinant for deciding safe mail handling requirements is a risk assessment on the mail handling operations themselves.  This risk assessment should focus on the mail handling facility (room, area, etc.) and the processes and operations governing the handling of mail.  The assessment should include the jobs, tasks, and personnel that would most likely be jeopardized if a suspicious or dangerous envelope or package entered the mail handling facility, or the agency’s workplace.
All mail handling facilities have different risk levels.  A collective approach by the security professional should be used to identify the most effective approach to reduce vulnerabilities, deter threats, and minimize the consequences of an incident.  Many measures can be implemented immediately and at little cost.  Others require time and effort.  Primary consideration should be given to your agencies mission or the mission of other tenant agencies that may make your facility a prime target.  The risk assessment of the overall facility and mail handling operations should include the adequacy of state and local governments’ response capabilities.

## Develop policies.

- Policy – a plan or guiding principle
- Address areas identified as priorities in risk assessment
- Get support from upper management and key officials
- Examples:
- Access to mail center
- X-ray of packages
- Opening of mail

**Notes:**
Develop Policies that are in line with your organizational needs and that address the security needs of your unique mail center operation.
Policy – a plan or guiding principle.
Address areas identified as priorities in risk assessment.
Get support from upper management and key officials.
Examples:
Access to mail center
X-ray of packages
Opening of mail
I will go over some examples I have included that will address the needs of both private sector and governmental agencies.  

## Sample policies.                               (Private Sector)

- Deliveries for senior executives
- Packages

**Notes:**
Deliveries for Senior Executives:
All deliveries for senior executives must be sent to the mail center.
No letters or packages should be accepted at the Executive Area unless clearly stamped “Inspected by Mail Services.”  
This includes both internal and external deliveries.
Packages
All staff are reminded that personal packages are not to be sent to the workplace.  
All packages received at the loading dock are subject to inspection, including x-ray and opening.

## Sample policies.                      (Government Agency)

- Personal mail
- General policy for mail

**Notes:**
Personal Mail
Personal mail interferes with the transfer of official correspondence between action offices.  
Action offices shall restrict the delivery of personal mail to individuals at their duty address because it delays the processing of mail and correspondence.  
This policy also restricts using agency resources to pick up personal mail from activity distribution pick-up points.

General Policy for Mail
Personnel who handle mail must readily process and transmit these pieces and protect them from damage loss or theft.  
Treat information in these pieces as confidential and do not disclose to unauthorized persons.  
Deliver mail addressed by name clearly of personal interest, unopened and only to the addressee.  Examples include leave and earning statements, materials from the personnel office.

## Be as specific as possible

- Procedure:
- Series of steps taken to implement a policy
- Update as needed

**Notes:**
Your procedures should cover the following areas:
Employee safety
In-bound mail
Identifying suspicious packages (Inspection Service Poster # 84 can be provided)
Out-bound mail

Post procedures in conspicuous locations

## Mail handling and processing operations.

- Centralizing the mail handling/processing operation at a separate location
- Centralization:
- Minimizes risk
- Reduces costs
- Increases effectiveness

**Notes:**
It lessens risk by limiting exposure to one location and fewer personnel.
It reduces cost by eliminating the redundancy of multiple mail centers, personnel and equipment.
Utilization of a trained staff working together at one location increases efficiency.

## Mail handling and processing operations.

- Initial sort – by hand
- Individuals who normally sort the mail should perform the initial screening
- These individuals are most likely to notice packages that are out of the ordinary

**Notes:**
The initial sorting of the mail for delivery should be done by hand.  This is the point where screening of incoming mail for suspect items should occur.  
The basic screening procedures of incoming mail and packages are not foolproof.  
In many cases, the person who first detects anything suspicious about a package is the recipient.  For this reason, each agency must distribute a list of suspicious package indicators to all personnel to increase their awareness of suspicious packages.  
One such list is U. S. Postal Inspection Service Poster 84, Suspicious Mail or Packages.  

## Best practices.

- Employ professional security personnel
- All visitors should be greeted
- Restrict access to facility
- Keep dated visitor logs
- Install an intrusion detection system
- Use surveillance equipment
- Adequate lighting

**Notes:**
Regardless of the number of mail handling locations, agencies should consider utilization of these best practices:
Employ professional security personnel.
All visitors should be greeted and personal belongings examined.
Restrict access to facility to authorized users only.
Keep dated logs of visitors arrivals and departures.
Install and intrusion detection system.
Use closed circuit television (CCTV) to record and store unobstructed surveillance of operation areas and exterior.
Ensure adequate lighting for operations area, exterior and CCTV.

## Best practices.

-   Badges
-   Lock and key accountability
-   Secure off limit areas
-   Develop an emergency plan
-   Train employees
-   Restrict drivers
-   Establish communication channel

**Notes:**
Regardless of the number of mail handling locations, agencies should consider utilization of these best practices:
Use easily distinguishable badges for staff and visitors and require they be displayed.
Lock and Key accountability should be in place.
Keep storage areas, boiler rooms, and telephone utility closets off limits to visitors.
Develop an emergency plan for response to a known or suspected hazard.
Train workers to recognize and handle a suspicious piece of mail.
Restrict drivers and deliveries to a specific area.
Establish a communication channel to report security defiencies.

## Best practices.

-   Screen incoming mail
-   Open mail in authorized areas only
-   Develop screening procedures
-   Develop procedures for:
- packages identified as suspicious
- confirming suspicious packages
- isolating suspicious packages

**Notes:**
Regardless of the number of mail handling locations, agencies should consider utilization of these best practices:
Screen all incoming mail.
Do not open mail in an unauthorized area.
Develop specific screening and inspection procedures for all incoming mail or package deliveries and train personnel in those procedures.
Develop specific mail center handling techniques and procedures for items screened and identified as suspicious and dangerous.
Develop verification procedures for confirming the contents of suspicious packages encountered through the screening process
Establish procedures for isolating the suspicious package.

## Best practices.

- Conduct unannounced tests for mail            center personnel
- Make available protective wear
- HAZMAT team information
- Conduct After Action Review (AAR)

**Notes:**
Regardless of the number of mail handling locations, agencies should consider utilization of these best practices:
Conduct unannounced tests for mail center personnel.
Have appropriate protective wear available for mail handler’s use, (gloves, masks, smock, protective glasses).
Know the number, location, time and response ability of the local HAZMAT team.
Conduct an after-action review immediately following an event and produce a written report with follow-up corrective actions or process improvements.

## Enhanced steps.

- Bomb detection/K-9
- X-ray all incoming mail
- Detection devices
- Hold mail 24 hours or until testing concludes
- Store mail in containment containers
- Down draft tables
- Separate air filtration unit

**Notes:**
As the risk assessment dictates and budgets allow, programs should be augmented with additional countermeasures.
Bomb detection / K-9.
X-ray all incoming mail.
Detection devices (biological, radiological, chemical).
Hold mail 24 hours or until testing concluded.
Store mail in containment containers.
Down draft tables (explanation:  tables that help clean the ambient air by filtration and dust collection, for a cleaner, safer, and healthier work environment). 
Separate air filtration unit.

## Enhanced steps.

- Monitored mail operations
- Safe air room for mail processing
- Monthly swab testing for mail room
- Showers and decontamination system
- Wear protective clothing
- Duress alarm

**Notes:**
As the risk assessment dictates and budgets allow, programs should be augmented with additional countermeasures.
Monitored mail operations
Safe air room for mail processing
Monthly “swab” testing of mail room (USPIS does similar procedure known as the “field screening procedure”)
Showers or decontamination system
Wear protective clothing
Duress alarm (panic button linked to local authorities, HAZMAT)

## Be prepared.

*	**“**The government processes billions of pieces of mail each year without incident; however, local, state, and federal agencies alike must prepare for the worst case scenario.”*

**Notes:**
The government processes hundreds of billions pieces of mail each year without incident; however, local, state, and federal agencies alike must prepare for the worst case scenario.  Threats can never be eliminated.

## Sample procedure.(Private Sector)

- Mail and packages for senior executives:
- “Second Screen” bin sorting
- Visually inspect packages
- X-ray
- Quality control

**Notes:**
Mail and Packages for Senior Executives
All mail and packages for senior executives is to be sorted to the “Second Screen” bin in the Mail Center
The Staff member assigned to the Executive Area will visually inspect all mail and packages for any suspicious characteristics or markings.  Any packages deemed suspicious will be set aside, and the on-duty supervisor should be notified.
All packages and letters will then be brought to the X-ray Operation for scanning.
The X-ray operation staff will follow established procedures for scanning and stamping all packages and mail.  Upon completion, the packages and mail will be returned to the Mail Center for sorting.
On a regular basis, the on-duty supervisor will quality control the process by visually inspecting and initialing mail before it leaves the mail center;

## Procedures for handling mail:

- Wear latex surgical gloves
- Encourage respiratory protective masks
- X-ray incoming mail
- Visually screen mail

**Sample procedure****(Government Agency)**

**Notes:**
Procedures for Handling Mail
All employees are required to wear latex surgical gloves.  Gloves should not be worn outside the work area.
Employees are encouraged to wear respiratory protection masks.  Masks shall not be worn outside the work area.
All mail received will be immediately X-rayed as an initial screening.  Particular emphasis will be placed on foreign and non-commercial parcels.  
Employees will visually screen all mail for suspicious items before it goes to the sorter.

## Necessary plans.

- Occupant emergency plans
- Contingency plans
- Continuity plans

**Notes:**
Occupant Emergency Plans
How you safely evacuate and assist people during an emergency.
Contingency Plan
How you immediately relocate your operation and restore services.
Continuity Plan
Questions you can ask yourselves:
How you return services to normal operational levels?
What are your alternate site provisions?

## Training.

- Education and awareness are essential
- Employee awareness
- Design and vigorously monitor security program
- Reduces risk for all

**Notes:**
Education and awareness are the essential ingredients to preparedness.  Employees must remain aware of their surroundings and of the packages they handle.  You must carefully design and vigorously monitor your security program to reduce the risk for all.

## Continuity of operations plan.

- Implement anticipatory measures
- Back up site
- Continuity of Operation Plan (COOP)
- Enables mail processes to continue

**Notes:**
Implementing anticipatory measures is more likely to mitigate the negative effects of an event.  Each mail center should have a back-up site or alternate location identified in their Continuity of Operation Plan (COOP) to enable mail processes to continue its essential function.

## Continuity of operations plan.

- Fundamental needs:
- To send and receive mail if primary mail operation shuts down
- Advanced planning is important for security protection

**Notes:**
It is absolutely fundamental for each agency/company to be able to receive and send out mail if the primary mail operation has to be shut down.  
Advanced planning is a very important element for security protection.

## Recommendations.(Low and Moderate Risk Facilities)

- Appoint a mail security coordinator
- Standard Operating Plans (SOPs)
- Train personnel on policies
- Limit access of personnel
- Identify and escort personnel
- Establish HAZMAT response plans

**Notes:**
Recommendations
Appoint a mail security coordinator.
Create, update, publish and review SOP’s, Security procedures, Disaster Plans, and Operating Plans.
Train personnel in policies and preventative procedures relative to mail security, i.e., biological, chemical, weapons or natural disasters.
Limit access to personnel.
Identify and escort visitors.
Establish HAZMAT response plans (coordinate with Inspection Service and local authorities).

## Recommendations.(Low and Moderate Risk Facilities)

- HAZMAT emergency service
- Post SOP for suspicious packages
- Phone numbers for emergencies
- Best practices
- Intrusion detection system
- Senior management buy in

**Notes:**
Recommendations
Establish a relationship with local HAZMAT emergency service.
Post SOP on handling suspicious packages.
Maintain, publish and post phone numbers to call in an emergency:  Postal Inspectors, Fire Dept., CDC, OSHA, Police, FBI, etc. (contact one number at the onset of the event.  The responding Incident commander/official will determine the appropriate follow-up notifications.
Distribute updated Best Practices from CDC, OSHA, GSA, USPS, and Fire Department.
Install Intrusion Detection System.
Senior Management should buy-in/sign-off on mail security procedures.

## 	These are in addition to Low risk recommendations.

- Alternate mail security coordinator
- Mail security response team
- Offsite copy of plans
- Staff specialized employees
- Equipment for team

**Recommendations.****(High Risk Facilities)**

**Notes:**
High Risk Facilities – These are in addition to what was recommended in Low and Moderate Risk Facilities.

Appoint an alternate mail security coordinator.
Organize a Mail Security Response Team, as practical, depending on the size of the mail center staff.
Keep a back-up copy of plan(s) off site.
Staff, when possible, certified firefighters, biohazard handlers, and/or safety, environmental and health personnel, or, train personnel in these duties; or establish a written agreement with a service provider to provide this capability.
Members of the team should be equipped with cell phones/pagers and available 24/7 days as appropriate for the situation.
Information, personnel updates, and response procedures should be published and distributed agency/company wide.
Install CCTV cameras at entrances and exterior.
Require personnel to attend all local meetings pertaining to mail security issues.
Publish an After Action Report or Incident Report after every incident with a plan for corrective action or process improvement. 

## Publish & distribute information, personnel updates & procedures

- Cameras at entrances and exterior
- Require employee attendance at mail security briefings
- Publish AAR reports

**Recommendations.****(High Risk Facilities)**

**Notes:**
High Risk Facilities – These are in addition to what was recommended in Low and Moderate Risk Facilities.

Information, personnel updates, and response procedures should be published and distributed agency/company wide.
Install CCTV cameras at entrances and exterior.
Require personnel to attend all local meetings pertaining to mail security issues.
Publish an After-Action Report or Incident Report after every incident with a plan for corrective action or process improvement. 

## Training.

- What do people need to know to carry out policies and procedures
- Keep yourself informed
- Don’t just react
- Stay alert

**Notes:**
What do people need to know to carry out policies and procedures?
No one-time training, and not “one size fits all”.
Keep yourself informed.
You can’t just react, you and your staff must prepare for the unknown.
Mail center employees must remain aware of their surroundings and the mail they handle.

## Training.

- Complete training program will include:
- Basic security procedures
- Recognizing and reporting suspicious packages
- Proper use of personal protective equipment
- Responding to a biological threat
- Responding to a bomb threat

**Notes:**
A complete training program will include:
Basic security procedures;
Go over policies and procedures.
Recognizing and reporting suspicious packages;
Poster # 84 in mail center.
Proper use of personal protection equipment;
Know how your equipment works, where it is, and its limitations.
Responding to a biological threat; 
Follow policies and procedures.
Responding to a bomb threat;
Again, follow policies and procedures.

## Training.

- Maintain employee training logs
- Include date completed
- Follow up with refresher training
- On a regular basis

**Notes:**
Maintain a log of all employees and training attended, including the date completed.  Follow up with a refresher training on a regular basis.  
Periodic training and exercises are vital to successful implementation of security policies.  A well-trained staff can minimize the impact of dangerous mail handling.  All training should place emphasis on life safety, security, communication, efficiency, and roles and responsibilities to minimize risk. 

## Training.

- Educate all other employees too

**Notes:**
In addition to educating the employees who work for you, you must educate all employees who work in the facility on best mail practices including security measures.  Employee awareness of the measures you have taken leads to confidence in the safety of the packages that are delivered to their desktops.

## Plan review.

- Be wary of unexpected packages
- Notify the supervisor
- Do not shake or bump the item
- Do not open, smell, touch or taste
- Isolate the damaged item immediately
- Cordon off the immediate area
- Have employees wash hands

**Notes:**
Personnel suspicious of a letter or parcel should be trained to take the following measures:
Be wary of unexpected packages and check the return address.
Notify their supervisor.
Do not shake or bump the item.
Do not open, smell, touch, or taste.
Isolate the damaged or suspicious item immediately.
Cordon off the immediate area.
Ensure that all persons who have touched the mail piece wash their hands with soap and water.

## Plan review.

- Prepare list of affected employees
- Isolate clothing
- Shower

**Notes:**
List all persons who have touched the item, include contact information and have this information available for the authorities.
Place all items worn when in contact with the suspected mail piece in plastic bags and have them available for law enforcement agents.
Shower with soap and water as soon as practical.

## Conclusion.

- Mail Center must evaluate situation:
- Objectively weigh threat circumstances in order to render a prudent decision

**Notes:**
Threats to a mail handling operation can impact the entire facility as well as cause panic for the general population.  It is fundamental to incorporate protection of the personnel and the facility with the identification of the threat.  Security plans for small facilities are, of course, limited by both the size of the facility and the resources available to develop and implement plans.  Small facilities will therefore, adopt those recommendations from this document that are appropriate to them.

## Additional resources.

- Centers for Disease Control and Prevention
- http://www.cdc.gov
- Federal Bureau of Investigation
- http://www.fbi.gov
- Occupational Safety and Health Administration
- http://www.osha.gov
- FEMA’s Rapid Response Information System
- http://www.fema.gov/hazard/hazmat/index.shtm
- U. S. Postal Service
- http://www.usps.com

**Notes:**
Here are some additional resources that are available via the world wide web.

## Slide 37

**Notes:**
In addition to Inspection Service Poster # 84, here is another reference on suspect letter and parcel indicators.

## US Postal Inspection Service

**US Postal Inspection Service**

- About the US Postal Inspection Service
- Find us on the World Wide Web:
- http://www.usps.com/postalsinspectors

**Notes:**
QUESTION & ANSWER SESSION:

I would like to thank everyone for attending.  At this time I am available to field any questions you might have.