Competency standard UNIT TITLE: OBSERVE AND MONITOR PEOPLE NOMINAL 50 UNIT NUMBER: D1.HSS.CL4.05 UNIT DESCRIPTOR: This unit with skills and knowledge required to observe and monitor people in order to identify suspicious or unwanted patrons and deter unwanted and/or illegal activity on the premises. It also deals with the apprehension, search and detention of people perceived to be offenders, who are found on the premises ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Prepare for observation and monitoring Identify areas and people who require observation and monitoring Read logs and records of previous events Prepare equipment Plan the observation and monitoring Notify relevant other staff or support services Element 2: Implement observation and monitoring activities Check identification cards Ensure authorised access to restricted Monitor entry into the premises Identify unattended items Identify banned/prohibited persons Observe people who are behaving suspiciously Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to all industry sectors, where members of the public are on the premises, within the labour divisions of the hotel and travel industries and may include: Front Office Housekeeping Areas and people who require observation and monitoring may include: Internal and external areas of the premises Departments within the Specific/known trouble-spots High traffic areas, entry ways, public areas within the building Areas with a record of accidents and incidents Areas identified by assignment instructions Members of the public
Respond to unlawful or suspicious incidents and people Element 3: Determine apprehension of offenders Identify if lawful arrest should be effected Prepare for apprehension Element 4: Arrest offenders Observe rights of the offender Apprehend the offender Search the offender Maintain personal safety Detain the offender Element 5: Fulfil administrative responsibilities Complete necessary internal forms and reports Cooperate with the authorities to process the offender Cooperate with management in making recommendations to enhance patron and staff safety Persons influenced by drugs or alcohol Known trouble-makers. Read logs and records may include: Determining the nature, scope, time and location of previous occurrences Identifying individuals or groups involved, including and members of the public Identifying previous responses taken by the host organisation and its effect. Equipment may include: Binoculars Camera Electronic surveillance equipment such as closed-circuit television Communications equipment Recording devices, such as and visual equipment. Plan the observation could include: Determining where to situate security staff and where to monitor/patrol Calculating number of staff required Identifying equipment and resources needed to complete the assigned task Selecting optimum for observation Nominating human and physical targets for observation and monitoring. Other staff or support services could include: Management Security staff Police Emergency services Private security companies. Identification cards may include: identification (ID) cards
Help discharge duty of care obligations – these are common law obligations imposed on businesses to take protect those in the venue against foreseeable harm Meet expectations guests and customers have about the service which the venue will provide them with Honour obligations venues are required to comply with in relation to, for example: Contracts to which the business is a party Codes of practice the venue subscribes to or is bound by Public statements the venue makes about itself to instil confidence in it current and potential customers. Slide No Trainer Notes Trainer identifies examples of which may need to be monitored: Internal and external areas of the premises – including: Driveways, footpaths and parking areas Gardens, walkways, outside entertainment and recreation areas Back-of-house and front-of-house areas Operational and support departments Vehicles Specific/known trouble-spots – such as: Crowds and high patron numbers Entertainment areas Liquor service outlets Physical bottlenecks Areas with a record/history of accidents and incidents Secluded and unlit areas High traffic areas – which frequently include; Entrance areas Foyers and lobbies Public within the building – especially toilets Conference and meeting rooms/areas Popular revenue points Areas and/or activities identified by individual assignment instructions – which can include: Special requests from clients for observation, monitoring and other services Special events and functions Nominated activities – which have raised concern or are believed to be associated with some form of criminal or anti-social activity related
In many/most the nature of your involvement will automatically trigger assistance from other security staff At scheduled check times – these times are established by the security department/supervisor: They can be same time every day/patrol They may vary with individual assignments They may require you to initiate contact – and in For example: “Control, Daniel. 0900. All clear. Over” “Control this is Daniel. Radio check for 2200. Front lobby. Nothing to report, over”. Codes may be used for: Location – ‘Code 1’ = Main entry area; ‘Code 15’ = Lounge bar Situations – ‘Code 66’ = Talking with person/providing a service; ‘Code 86’ = Questioning a person’ They may be initiated by the CCC – who will call and: Ask for your status Ask for your location. Class Activity – Radio Checks Trainer demonstrates how checks (checking in with CCC) are done and provides opportunity for students to do the same. Slide Slide No Trainer Notes Trainer identifies those with whom communication/notification may need to occur: Management – such as: manager Duty manager Owner Head of Security internal security staff Police Emergency services Private security companies. Slide
Vagrants: People may have been banned for: Unacceptable behaviour and/or language Starting or being involved in trouble/fights at the premises Failing to pay their bill – known in the industry as ‘Skippers’ Those who are self-excluded persons – some countries allow people to ban themselves from entering certain parts of venues and businesses are expected to assist them in complying with their self-imposed exclusion by denying them access if they try to gain entry. Slide Slide No Trainer Notes Trainer continues identifying those who should be denied access: People who are under-age – and, by law, not allowed on the premises Persons who are drunk or affected by drugs Anyone with a weapon – it may be a standard requirement police are notified of this Persons who are prohibited by local legislation from entering the premises on the basis of their classification – such as: Known prostitutes Known drug dealers People whose presence on the premises will cause the venue to exceed legally imposed ‘maximum patron numbers’ – authorities may set a limit on the number of customers who can be in a room/on the premises at any one time for the purposes of safety People who try to gain entry after a certain time – some venues and/or authorities require a ‘lock-out’ policy meaning people are not allowed to enter a room/bar after a specified time as away of reducing people roaming the streets and as a way of making sure intoxicated people cannot enter the area after a certain time. Slide Slide No Trainer Notes Trainer stresses it is important not to prevent access to people based only on the following factors: age Their gender race The language they speak