Module 2 Preventative Procedure for Safety and Security PDF

PREVENTATIVE PROCEDURE FOR SAFETY AND SECURITY Module 2 Presented by Group 1  OBJECTIVE Provide safety and security information to customer Conduct appropriate safety and security checks and control procedures. Be proactive in routine identified risks and...

PREVENTATIVE PROCEDURE FOR SAFETY AND SECURITY Module 2 Presented by Group 1  OBJECTIVE Provide safety and security information to customer Conduct appropriate safety and security checks and control procedures. Be proactive in routine identified risks and security breaches. Be vigilant for suspicious persons and abnormal situations. Seek help for the appropriate safety and security needs of customers. inform authority of serious potential risks, safety hazards, and security breaches. Document appropriate safety and security actions 2  WORDS TO REMEMBER SITUATIONAL AWARENESS PERTAINS TO ONGOING MONITORING OF THE ENVIRONMENT AND VICINITY A CHECKLIST IS A TYPE OF FORM USUALLY PREPARED TO GUIDE THE ACTIONS REQUIRED AND ENSURE NOTHING IS MISSED 3 A. PROVISION SAFETY AND SECURITY INFORMATION TO CUSTOMERS 4 A. PROVISION SAFETY AND SECURITY INFORMATION TO CUSTOMERS The provision of safety and security information to customers is crucial for tourism and hospitality-related businesses to be proactive in ensuring safety and security. To discharge and demonstrate compliance with legal obligation. To give customers confidence in their choice of provider and what they are about to experience; To inform, advise, assist, and educateghe customer. 5 A. PROVISION SAFETY AND SECURITY INFORMATION TO CUSTOMERS To provide those leading the trip, tour, or event have undertaken sufficient and relevant planning, know what is expected/going to happen, and have prepared appropriately To help “set the scene” for the experience the customers are about to have; To demonstrate proof the claims made about safety and security in advertisements are in fact/in practice underpinned by actual/practical actiuon; and Because it is ALWAYS easier, cheaper, and more effective to prevent a problem than it is to solve/fix or otherwise respond to the consequences. 6 A pre-departure or on-departure briefing allows tour guides/tour leaders to provide safety and security information to customers. Distributing safety and security information through handouts/information sheet, video/DVD, Signs and/or posters, demonstration, and real examples; Verbally discussing terms and conditions as it is standard for many organizations to require their sales and staff or tour guiodes/tour leaders; Advising customers to take reasonable care for thier own safety and security. Demostrating safety and security practices ; and Encouraging and answering questions from customers relating to safety and security 7 A pre-departure or on-departure briefing allows tour guides/tour leaders to provide safety and security information to customers. Distributing safety and security information through handouts/information sheet, video/DVD, Signs and/or posters, demonstration, and real examples; Verbally discussing terms and conditions as it is standard for many organizations to require their sales and staff or tour guiodes/tour leaders; Advising customers to take reasonable care for thier own safety and security. Demostrating safety and security practices ; and Encouraging and answering questions from customers relating to safety and security 8 B. DESIGNATED SAFETY AND SECURITY CHECKS 9 B. DESIGNATED SAFETY AND SECURITY CHECKS The general rule for conducting regular safety and security checks is as follows: A checklist is usually prepared to guide the actions required and ensure nothing is missed. The checklist may have to be completed and signed as proof the checks have been undertaken. An attempt should be made to ensure tour group members and other to see/know these checks are being conducted - it helps to reassure them and also serves to dater problems. 10  Checks can be required multiple times per day. For example, morning and late afternoon/early evening/or at night: Attention should be paid to avoiding “same time every day” so as to avoid making the checks predictable. Care should be taken: - To use appropriate positive interpersonal and communication skill when performing these duties; and - Not to alarm tour group member. Checks are often: - Undertaken solo unaccompanied; - Conducted with another employee driver, cook, tour guide; and - Done by dedicated “security staff 11 The following are representative example of safety and security checks which may need to be made on tour: Monitoring of customers and their actions - this is an ongoing requirement on all trips/tour. It needs to be done so action can be taken to address unacceptable or unsafe behavior which may: Performing regular and on-going checks. These need to be a combination of Physical Checks and Visual Check on priority and assets. Monitoring weather and other environmental condition. Patrolling perimeters - this involves foot patrols such as camp site, vehicles, and rooms and sites. Investigating and/or responding as required: - Request form tour tour group member - Alarm; and 12 - Suspicious, unusual, or unexplained sounds, smells, or sights. C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES 13  C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES Another ongoing requirement while on tour is to ensure all established safety and security protocols are adhered to. The following need to exist to enable effective adherence to requirements: Written policies, procedures, plans, and other protocols. Training to explain requirements. Practice to enable implementation of practices. 14 The following need to exist to enable effective adherence to requirements: Constant vigilance-tour guides/leaders must maintain "situational awareness" by: - Observing what is taking place; - Listening to what is happening/being said; - Monitoring the environment; and - Predicting possible problems, threats, and difficulties. Taking action when the need to do so arises-it is never acceptable to identify a problem, issue, threat, danger, or an unacceptable situation and ignore it. 15 The following need to exist to enable effective adherence to requirements: The list provided serves as a foundation for implementing primary control safety and security procedures during tours. i. Know the starting information ii. Conduct a comprehensive pre-departure briefing iii. Walk the talk iv. Start the tour/trip on time v. Keep groups together vi. Oversee activities and direct actions vii. Provide personal protective clothing and equipment viii. Adhere to local safety and security guidelines ix. Comply with prepared plans for safety and security controls 16  D. ACTIONS TO ADDRESS ROUTINE IDENTIFIED RISK AND SECURITY BREACHES 17 D. ACTIONS TO ADDRESS ROUTINE IDENTIFIED RISK AND SECURITY BREACHES Notifying/advising tour group members of the situation; Providing safety and security customers and employees on an ongoing basis; Limiting actions of customers; Controlling actions and access of group and/or individuals to activities, areas, vehicles, and other destinations; Preventing tour group members from engaging with activities if they are physically unsuitable, ill, or otherwise impaired; Removing participants from danger, activities, or locations if they are at risk or putting themselves in harm’s way; Removing certain people from the tour - if their ongoing behavior/actions is contrary to stated/expected behavior as stipulated in “terms and conditions” of the trip/tour; and Changing the itinerary - as required by the emergent risk or security breach. 18 E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS 19  E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS Standard procedures will guide actions to investigate suspicious persons and abnormal situations on tours. Employees should be vigilant for suspicious behavior and prioritize security. Preventing potential perpetrators by ensuring their presence is observed and noted is crucial, as "prevention is better than cure." I. Suspicious Behavior People aimlessly floating around or loitering in an area without belonging to the group/tour and seemingly without any good reasons. People who look anxious or nervous, especially when observed/noticed, spoken to, or when they have their presence acknowledge/noted; People found in areas where they have no rights to be; People who look out of place. II. Abnormal Situations Door, Windows, Vehicles, Rooms, and Luggage/bags which are unlocked or open when they should be locked or closed. Missing Items 20 Items which are in the wrong place Damage to property or equipment  E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS How to response in the following cases/situations? Use common sense; Act and never ignored a situations but always avoid overreacting. Never take action which will pose a threat/danger to sell or tour group and never try to be a hero; Thinks before acting; Take notes or avoid relevant others. Appropriate persons to advise/include may be security staff, local authorities, or any other staff members. 21 F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL 22  F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL On tour, staff members are expected to seek assistance from others to address safety and security needs. They should be contacted and contacted as needed, and assistance should be obtained immediately when an emergency is identified. It is crucial to avoid putting themselves at risk or endangering others on tour. Fire department Head Office Ambulance Tour Leader Police Driver Civil defense Tour Assistance A nominated service provider Other Guides 23  F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL To ensure prompt assistance, it is essential to provide the necessary information to facilitate the response and provision of help. Name of the person calling Name of the company and the tour Description of the problem/emergency and request for help Location Number of people in the group Number of people impacted by the issue 24  F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL When making calls for assistance: Always remain on the line until told to hang up by the emergency services operator; Be guided by them and their questions; Try to stay calm and talk in a normal voice at a normal pace. 25 G. SERIOUS RISK, HAZARDS, AND SECURITY BREACHES 26  F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM RELEVANT PERSONNEL Tour staff should report serious risks, hazards, and security breaches, overreporting if they see concerns, and allowing others to decide if it's genuine. Tour staff should report instances of the following topics. Unsafe, damage, broken, or malfunctioning equipment Loss while on tour Presence of unauthorized person Sign of unauthorized access Destinations Unsecured facilities 27 Situations where there was a need to involve emergency  H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND SECURITY ACTION UNDERTAKEN 28  H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND SECURITY ACTION UNDERTAKEN If a safety and security issue arises during a tour, it is typically recorded in internal documentation. The following may need to be completed: Security and safety inspection sheets and checklist Internal daily summaries Reports Maintaining forms Hazards identification forms Tour and travel logs 29 END OF MODULE 2 THANK YOU!