SABHA GUARDS SDN BHD

Standard Operating Procedures

(SOP) for Security Personnel
1. INTRODUCTION

SABHA GUARDS SDN BHD is a leading Security, Facility and Parking

Management Services Provider offering solutions to thousands of delighted
customers across Malaysia. We are known as one of the reliable service
provider when it comes to security services to industries, malls, hospitals and
corporate parks etc. We have been flawlessly securing various Malls,
Corporate Parks, Industrial Complexes, Commercial and Residential Societies.

1.1 Purpose and Scope

The purpose of this manual is to establish standard operating

procedures (SOP) for respective departments and place into effect all
controls required to safeguard, maintain and manage (as per the
contract) the properties of our clients in accordance with the industry
best practices.

These SOPs apply to all Sabha Guards Sdn Bhd designated authorities /
employees / personnel and are used to safeguard all information
released to or generated by Sabha Guards SDN BHD in the course of
contract performance.
This document is applicable to all commercial contracts between
Sabha Guards SDN BHD and its clients.
2. ORGANISATION

The operational unit / team of the Sabha Guards SDN BHD directly charged
with providing respective security / parking / facility management is
formally designated as the Operation Team.

Designated Authority
Any person who is or was working in the organization in the capacity of
founder, director, management committee member, or member of
leadership team.

Employee
An individual who is working part-time or full-time under a contract of
employment with the organization and has recognized rights and duties.

Personnel
People working in the organization and assigned to any of the operations to
perform the frontline jobs of the respective department.

3.DEPARTMENTS AND FUNCTIONS

SECURITY SERVICES

The private security industry has assumed a more critical role in recent
years. With the exponential growth of the M al ay si a n economy over the
last two decades, the need for security arrangements of industrial
complexes, offices and other public infrastructures such as airports, metro
stations, shopping malls and public utilities has grown manifold. In order to
meet this demand, the industry has significantly scaled its operational
capabilities to supplement government machinery towards maintaining
safety and security of citizens and their assets.

We are being one of the leading security services players in the industry
operating across Malaysia. We offer Security Consultancy & Security
Management service and we provide clients a safe and secure environment
for their people and property. We do this by using modern security
management techniques for an Integrated Security Solution with cost effective
 options.

Our teams of security experts have vast experience to design a Total

Integrated Security Solution to meet all requirements, or address any
particular issue relevant to the assignment. The services that we offer are:

1. Analysis of existing and future threats to assets and review measures to

protect them and mitigate liability
2. Take on turn-key projects,
i.e. assess, design, procure, deploy/install and run the security systems
in the organization as per written procedures and best practices
3. Advise and devise Safety, Security and Loss Prevention procedures
4. Carry out Quantified Security Audits
5. Assist management to formulate/upgrade:
a) Crisis Management Procedures
b) Emergency Response Procedures & mechanisms
c) Business Continuity Plans
d) Security, Safety, Health and Environment Manuals.

4.SECURITY DIVISION ROLES & JOB DESCRIPTION

SECURITY GUARD:

A Security Guard in the Private Security Sector form the first level of defense,
who notices and encounters threats and risks that are detrimental to life,
property and premises. Security Guard is responsible for monitoring premises
and property through physical presence and by using security and protection
systems.

Brief Job Description: The primary role of the Unarmed Security Guard entails
guarding designated premises and people by manning the first tier of protection
aided by appropriate security devices/equipment. The core responsibility
includes guarding against theft, criminal acts, emergencies, fire and others.

Personal Attributes: An Unarmed Security Guard needs to bear a good moral

character, pleasing deportment, healthy habits and good grooming in addition
to being physically fit, mentally robust, intelligent, committed and proficient.

Unarmed Security Guard needs to be alert, calm and confident and maintain a
personal demeanour that helps him/her to control situations effectively using
personal initiative. The role requires effective communication. The Guard’s
presence needs to generate confidence in perilous situations.
ARMED SECURITY GUARD:

An Armed Security Guard in the Private Security Sector form the first level of defense,
who notices and encounters threats and risks that are detrimental to life, property and
premises. Armed Security Guard is responsible for monitoring premises and property
through physical presence and by using security and protection systems.

Brief Job Description: The primary role of the Armed Security Guard entails guarding
designated premises and people by manning the first tier of protection aided by appropriate
security devices/equipment. The core responsibility includes guarding against theft, criminal
acts, emergencies, fire and other contingencies.

Personal Attributes: An armed Security Guard needs to bear a good moral character,
pleasing deportment, healthy habits and good grooming in addition to being physically fit,
mentally robust, intelligent, committed and proficient.

SECURITY SUPERVISOR:

A Security Supervisor in the Private Security Sector is the first executive, who apart from
his own duties has operational and administrative responsibilities towards a security unit
comprising up to 15 unarmed and armed security guards.

Brief Job Description: Security Supervisors take over a shift and organizes guarding duties as
per organizational procedure and instructions from superiors. They are responsible for
deployment of manpower and resources optimally. They allot duties to individuals and
supervise their work. Supervisors also carry out security documentation, report security
incidents to designated superior and agencies like police, fire and medical, as the case may
be.

Personal Attributes: Security Supervisors should be physically fit, mentally alert, educated and
capable of handling subordinates. They should possess good communication skills. A
supervisor should be able to set personal examples and motivate his/ her security unit. In
emergencies, a supervisor should take initiative and get assistance from other agencies to
control the situation.
SECURITY OFFICER (SO)

Security officer in the Private Security Sector is a manager, who apart from his own duties
has operational and administrative responsibilities towards a security unit.

Brief Job Description: SOs organize security as per organizational procedure and site
instructions. They are responsible for deployment and utilization of manpower and resources
and managing security operations. They organize security unit’s guarding operations,
training and response to emergencies. Reporting and documentation of operations and
incidents, training and administration of personnel and maintaining liaison with stakeholders
are the important tasks of security officers.

Personal Attributes: SOs should be intelligent, educated, physically fit, mentally alert and
capable of managing security personnel, equipment and operations independently. They
should possess good communication skills and be able to set personal example to motivate
their subordinates. In emergencies, a Security Officer should use initiative and get
assistance from other agencies to control the situation.

CCTV OPERATOR:

A CCTV Operator in the Private Security Sector is an important job-role. He/she provides
protection against threats and risks through surveillance and early warning. As threat and
risks to modern living and businesses multiply, the requirement of CCTV surveillance
systems and their operators is also increasing. Nowadays, most of the commercial and
industrial deployments are equipped with such systems.

Brief Job Description: A CCTV Operator needs to know the basics of private security,
supervision of security unit operations and spectrum of threats and risks to security and
safety. CCTV Operator observes designated premises through CCTV systems; pick up early
indications of problems pertaining to security and safety and respond appropriately by
alerting various agencies.

Personal Attributes: CCTV Supervisors should be well-versed with the private security
operations and have basic technical aptitude. Proficiency in communication and keen
observation would help in thwarting threat and risks to life, property and premises.

An Armed Security Guard needs to be alert, calm and confident and maintain a personal
that helps him/her to control situations effectively using personal initiative. The role
requires effective communication. The Guard’s presence needs to generate confidence in
perilous situations.
5. CODE OF CONDUCT
RESPECT FOR CHAIN OF COMMAND

Unity of Purpose

The administration and operation of any department shall not be subject to division or to
expressions of contempt. Officers, therefore, shall not dispute or disagree publicly with the
directives and decisions of supervisory personnel or the policies and regulations of the
department or client.

Superordinate shall sustain and support subordinates when the latter act in good faith in
performing their duties; and superordinate shall not belittle or refuse assistance to
subordinates when a request is made in good faith concerning efficiency or improvement of
services or performance of the Security Department or its personnel.

Representation

The supervisor serves as representative of and advocate for his respective department in
interactions with the departmental DGM and the Director of Respective Department serves in
a similar capacity in interactions with incharge.

Disciplinary Action

No supervisor shall impose disciplinary action or make disciplinary assignments unless such
action or assignment is part of a disciplinary decision made by proper authority in compliance
with the clients's disciplinary measures and procedures or the HOD.

5.1 PUBLIC CONTACT

Demeanour

Security officers shall be visible but not obtrusive.

Officers shall be courteous in the performance of their duties, shall exercise patience and
discretion, and shall not engage in argumentative discussions regardless of provocation.
Officers shall not use coarse, violent, profane, insolent or sarcastic language or gestures and
shall not express or by word or deed indicate prejudice concerning race, religion, politics,
national origin, age, lifestyle, or other personal or group characteristics.

Security officers must realize that their highly visible public position carries special
responsibilities and that the uniforms they wear grant them no privilege to be abusive
or vindictive in executing

their duties. Security officers shall be firm but courteous with all persons, respectful toward
superordinates, and diligent but fair in the performance of their duties.

Requests and Complaints

When someone asks for assistance, registers a complaint, or makes a report either by
telephone or in person, officers shall obtain all pertinent information in an efficient,
courteous manner and shall act upon these matters promptly, judiciously, and in accordance
with client and departmental procedures.

Officers shall not attempt to dissuade anyone from lodging a complaint against any officer,
the department, the client, or any employee of the client. Complaints shall be recorded and
forwarded to the supervisor.

Conformance to Laws and Regulations

Security officers shall obey all laws of the local jurisdiction in which the officer is present.
Conviction of violation of any law shall constitute prima facie evidence of a violation of the
rules of conduct for security officers.

Officers shall not commit any act or omit any act that constitutes a violation of law, a
violation of any rules or regulations, or a violation of any legitimate directives or orders
issued through proper chain of command.

Public Statements and Appearances

Officers shall not address public gatherings, publish written materials, act as correspondents
to news media, release or divulge information about the client or the department or in any
way represent himself or herself as spokesperson for the client or department without prior
permission from proper authority.

Neglect of Duty

Officers shall not engage in any activity or personal business that interferes with the
performance of their duties or causes them to neglect or be unattentative to their duties.

Leaving Duty Post

Officers shall not leave the assigned area during their duty shifts for food or their meals.
Food must be brought and consumed on campus unless so directed by a supervisor.
Sleeping on Duty

Officers shall remain awake and alert on duty. Officers who are unable to do so shall report
to their supervisor, who shall determine the proper courses of action. Officers found to be
sleeping on duty shall be subject to disciplinary action.

Use of Tobacco

Officers may smoke tobacco when in uniform provided they are not engaged in traffic
direction or control or are not engaged in direct contact with the public (except during meal
breaks) and provided they adhere to client’s smoking regulations Use of chewing tobacco or
dipping snuff while on duty is prohibited.

Use of Alcohol

Officers shall not possess or use alcoholic beverages while on duty or when in uniform. The
odor of an alcoholic beverage on a security officer's breath or clothing shall be prima facie
evidence that the officer is unfit for duty and subject to disciplinary action.

Possession and use of Drugs

Officers shall not possess or use any controlled substances, drugs, narcotics, or
hallucinogens except those prescribed by a physician. When such substances are prescribed,
officers shall notify their coordinator prior to beginning their tour of duty. Should the
coordinator determine an officer to be incapacitated, unfit to operate a motor vehicle, or
otherwise unable to perform security duties, the supervisor shall place the officer on sick
leave until a further determination of action can be made by the coordinator, who shall do
so by consulting the officer's attending physician.

Political Activity

Security officers when on duty or in uniform shall not engage in political activity on behalf of
or against his employer or the client’s organization.

Personal Correspondence
Personnel shall not use departmental or client’s letterhead or other stationary for private
correspondence.

Use of Position to Gain Privileges

Security personnel shall not use their official positions or employment with the client to
secure unwarranted privileges or exemptions for themselves or others, nor shall they give
the appearance of doing so.
Reward for Services

Personnel shall not seek or accept any money, gift, gratuity, reward, or additional
compensation for any service rendered or for injury, damage, or expense incurred in the
line of duty except by filing a formal requisition through the defined chain of command.

Respect for Notices

Personnel shall not deface or alter in any way any notice posted by the department or the
client. No notice of a derogatory nature shall be posted at any time.

Radio Discipline
Personnel operating radio equipment shall limit communications to official business and shall
observe proper radio etiquette, as well as any applicable local, state, and government
policies and regulations for proper radio conduct.

Visibility

Patrol officers while on duty shall not sequester themselves, nor shall they conceal
themselves except when assigned to do so, for security purposes. Security officers shall be
immediately and readily available to the public during duty hours.

Gambling

Security officers shall not engage in any games of chance or other gambling activities, legal
or otherwise, while on duty or in uniform.

Locked Cars

Security officers shall not use or lend the use of a Lock-Jok, Slim Jim, or other
manufactured or makeshift device (such as a coat hanger) to unlock a car door. In the
event of inclement weather or other adverse conditions, security officers shall attempt to
find safe shelter for such persons to use as a waiting area until help arrives.

Dead Batteries

Security officers shall not use or lend the use of jumper cables to staff, or visitors to start
their vehicles. In the event of inclement weather or other adverse conditions, security
officers shall attempt to find safe shelter for such persons to use as a waiting area until help
arrives.
5.2 UNIFORM, ACCESSORIES AND GROOMING:

Uniforms, and accessories furnished by the Company or client to security officers are the
responsibility of each individual officer. Damage or wear incurred in the line of duty shall be
corrected at the expense of the department or client (as the case may be). Damage
resulting from an individual officer's improper use, negligence, or abuse shall be repaired at
the expense of the individual officer.

Notification of Damage

All officers shall, without delay, bring the need for replacement or repair of equipment,
uniforms, and other property to the attention of the Supervisor. Such notification shall be in
writing, using the Department Incident Form, stating clearly the reason that replacement or
repair is needed.

Surrender of Property

Departmental personnel shall surrender all departmental or client property in their

possession upon separation from the department or upon order of the coordinator. Failure
to return non expendable items may obligate the person to reimburse the department or
clients (as the case may be) for the fair market value of such items.

Uniforms and Personal Equipment

Uniforms for security officers consist of the following standard issues:

 Shirts: white, long sleeve or short sleeve

 Trousers: ankle length, blue
 Belt: black

Uniforms for security supervisors consist of the following standard issues:

 Shirt: White
 Pant: Dark Blue, Black
 Belt: Black.
 ID Card
 Baton
 Raincoats: Yellow
 Umbrella: Black
 Hand Gloves: White (Special Occasions)
 Torch
  Pen/Notepad: Common
Uniforms for security guard consist of the following standard issues:

 Shirt: White
 Pant: Dark Blue, Black
 Belt: Black.
 Baton:
 Raincoats
 Umbrella
 Hand Gloves: White (Special Occasions)
 Torch
 Pen/Notepad: Common
 Belt: Black

Personal equipment, considered as part of the uniform, consists of the following standard issue:

1. Flashlight: Stream light rechargeable flashlights mounted in patrol vehicles; officers

may, at their option and their own expense, carry minilights.
2. Handcuffs and case: handcuffs may only be used as a last resort for detainment
when all other means to control a dangerous or violent person have been
exhausted.
3. Badge: Departmental issue only.
4. ID card: An employee identification card.

Personal Grooming

All officers, male and female, will report for duty properly groomed, with particular attention
to the following:

a. Neat Haircut: The haircut and style needs to be neat and presentable.

b. Facial Hair: Facial hair like beard and mustaches are considered provided they are neat
and well-trimmed. Officers with partial growth (i.e. stubble) or without neat and well-
trimmed facial hair are not acceptable.

c. Jewelry: Bracelets, earrings, and necklaces are not worn while on duty; medical
bracelets, a watch, a wedding band, and one other ring may be worn while on duty.
Patrol Vehicle

Company shall maintain in good repair the patrol vehicle for the Security Department.

Equipment

a. Two-way Walkie Talkies

b. Stream light flashlight

c. Any other equipment that may be authorized by the Security Supervisor and approved by
the client

Inspection of Patrol Vehicles

Each officer shall inspect the patrol vehicle, both interior and exterior, prior to placing the
vehicle in operation. Any damage or uncleanliness shall be orally reported immediately to
the supervisor.

Operation of Vehicles

Officers shall operate patrol vehicles in a careful, prudent manner and shall obey all laws
and or departmental orders regarding their operation. Loss or suspension of a driver's
license shall be immediately reported to the supervisor or DGM. No officer who does not
possess a valid driver's license may operate the vehicle, either in assigned area or
otherwise.

5.3 DUTY SCHEDULE AND FITNESS FOR DUTY

Reporting for Duty

Officers shall report for duty at the assigned time and place and shall be physically and
mentally fit to perform duties. They shall be in complete and proper uniform, shall be
properly equipped, and shall be fully aware of all information required for performance of
duty so that they may immediately assume their assignments.

Fitness and Unsatisfactory Performance

Officers shall maintain physical and mental competency to perform their duties properly and
execute the responsibilities of their positions. Unsatisfactory performance shall include, but
shall not be limited to, lack of knowledge of the application of laws, rules, and regulations;
unwillingness or inability to perform assigned tasks; failure to conform to work standards; failure
to take appropriate action within their realm of responsibility; absence without leave;
disorderly behavior or misconduct on duty; or repeated infractions of rules, regulations, or
directives.

Notification of Illness or Injury

Officers unable to report for work due to illness or injury and officers injured on duty shall
comply with standard procedure of informing the supervisor about such problems.

Meals

Officers shall be permitted to suspend patrol or other routine activities for meals, subject to
immediate call at all times. Officers may take their meals in the departmental office, client’s
cafeteria, or in any facility serving food within the confines of the campus grounds.

Holidays

Security coverage on holidays is scheduled by the Security Supervisor. Any conflicts not
resolvable by the Supervisor are referred to the DGM. Pay for working holidays is governed
by company HR policy.

Vacation

Vacations are scheduled by the Security Supervisor. Any conflicts not resolvable by the
Supervisor are referred to the DGM.

Leaves

Sick leave, personal days, and other absences are governed by the company HR policy.

Overtime

Overtime assignments are scheduled by the Security Supervisor. Any conflicts not
resolvable by the Supervisor are referred to the DGM. Overtime pay is governed by
company HR policy.
6. INDUCTION TRAININGS

Employee training is the responsibility of the organization. Employee development is a

shared responsibility of management and the individual employee. The responsibility of
management is to provide the right resources and an environment that supports the growth
and development needs of the individual employee. We at Sabha Guards SDN BHD
emphasize on right and timely training because we believe that our organization can only
grow if our people grow and deliver the expected. This belief makes enables us to maintain
regular training calendar for our employees and newly joined.

We invest a lot of our resources in Induction training for that the first and the most important
training for the employee to understand the organization, its culture, his own capabilities
and organization’s expectation from him. Our induction training for the Guards/Supervisors
are basically conducted into four modules.

MODULE 1

 General Familiarization

 Company Overview.

 Joining Process

 Employee Benefits and Entitlements

 Our Clients

 What is Security?

 Role of Security in Today’s Environment.

MODULE 2

 Duties and responsibilities of a Security Patrolling

 Access control

 Security and emergency systems

 Fire awareness and dealing with emergencies

 Health and safety at work

 The law, crime scene preservation and evidence

 Customer care skill

 Communication skills and reporting

 Equal opportunities, discrimination (racial, sexual, disability, harassment)

 Avoiding conflict and reducing risk (role play scenario)

 Customer care

 Appearance, attitude and conduct

 Legal restriction on arrest, search and seizure

 Detection, control and reporting of fires

 Use of portable firefighting equipment

 Basic report writing and verbal communications

 Procedures to be used to notify the police of criminal activity or emergency

 Control Room Operations

MODULE 3

 Security Guard Training

 Safety Awareness

 Fire Fighting

 First Aid

 Safety Evacuation

 Electronic Systems

 Firefighting and first-aid methods

 Gate duties

 Ensuring proper documentation at the gate or reception

 Basic telephone duties and mannerisms

 Good and friendly conduct with staff and visitors

 Escorting the VIPs

 Patrolling of premises and dwelling units

 Traffic control and management during events and parties.

MODULE 4

 Daily occurrence book

 Daily report book Training

 Duty individual card

 Attendance sheet

 Visitor's register

 Vehicle movement register

 In/out register

 Log Book

 Incident Register/Report
 TRAINING ON SECURITY EQUIPMENT USAGE AND HANDLING.

RT (Radio Talkie) Set:

HHMD (Hand Held Metal Detector):

7. REPORTS

Timeliness and Completeness of Reports

Officers shall submit all reports on time and in accordance with established procedures.
Reports shall be truthful and complete. No officer shall knowingly enter any inaccurate,
false, or improper information in any report, oral or written.

Reporting Internal Violations

Security officers shall report to their coordinator any and all information that comes to their
attention indicating or suggesting that any member of the department has violated or
intends to violate any law, rule, regulation, or directive. The supervisor may direct the
reporting officer to submit a written report or to keep the matter confidential to allow the
supervisor to consult with superordinate.

Investigation of Alleged Misconduct

Internal investigations, under the supervision of the Director of Facilities Management, shall be
conducted whenever criticisms or complaints are made against the department or its
personnel regarding alleged misconduct, harassment, intimidation, discourtesy, or any other
behaviour potentially in violation of law or client’s regulations or procedures. Investigations of
cases that might result in criminal prosecution shall honour those rights accorded to all
citizens of the country in such circumstances. If evidence supporting a criminal complaint is
found, the investigation shall be directed to the Police department that has jurisdiction over
the campus.

Accident Investigations

Any on-campus vehicle accident shall be investigated by the Police department that has
jurisdiction over the campus. Any on-campus auto accident involving any employee and a
non-employee (including visitors) shall be investigated by the same agency.

Internal Accidents Involving Patrol Vehicles

Officers involved in patrol-vehicle accidents with other vehicles or with vehicles shall
immediately notify their supervisor and file a written report. The supervisor shall arrange for
an investigation. Accidents involving the supervisor shall be first investigated by the
Director or, at his discretion, by the Police.
Incident Investigations and Reports

All unusual incidents, irregularities, or suspicious incidents shall be reported and a log entry
made. Examples include, but are not limited to, injuries, damage to client’s property,
suspicious persons or vehicles, and faculty or other client’s employees on campus or in
buildings after hours who have not registered with the Security Department.

While the Security Department is prohibited from conducting criminal investigations, it shall
be responsible for securing information on incidents of loss, vandalism, injury, and potential
or actual hazards on campus property.

Interviewing

Upon report or discovery of theft, injury, vandalism, etc., the Security officer receiving the
report or making the initial discovery shall be responsible for interviewing staff and others
concerning the incident, unless otherwise directed by the coordinator.

Filing Reports

The officer making inquiries regarding on-campus incidents shall be responsible for
submitting a written Incident Report containing the names of individuals interviewed;
dates, times, and locations of interviews; information acquired; and the relationship, if any,
to other similar incidents.

Suspicious Incidents and Infractions

Security officers shall prepare Incident Reports on all matters commonly accepted as
"suspicious" or infractions of regulations and procedures. Examples include, but are not
limited to, unauthorized persons found on campus after normal closing; vehicles left
unattended on client’s property for extended periods of time; restricted areas or other
facilities without authorization or without having logged in with the Security Department;
facilities found unsecured that previously had been secured; and unattended equipment left
in a hazardous state (such as electrical equipment not switched off).

Hazardous Conditions

Security officers shall be responsible for reporting any condition or hazard to the general health, safety, and welfare of
the client. Verbal notification of such conditions shall not normally be sufficient of itself and shall be followed by a
written report. Examples of such conditions include, but, are not limited to, trees or shrubbery blocking vision or
signage; spills, debris, or other conditions (such as icy walkways) that might cause falls or other injuries; water leakage
or accumulation that might jeopardize electrical systems or cause damage to client property
broken or low-hanging limbs that might impede vehicle or pedestrian traffic or might fall
and injure individuals or damage property.

8. SOP SECURITY: EMERGENCY PROCEDURES

The following outlines the broad emergency procedures at the time of critical emergencies.
It is important to always note that one of the attending Emergency Services Officers will
usually take control of an emergency/crisis/issue.

Guide to the Function of the Emergency Services and the Interaction with Key Utilities

Police

The police are the relevant emergency service for emergency incidents involving Civil
Disturbance/Demonstration/Disobedience, Criminal Behaviour (where injury or personal harm
is caused or threatened) and in some cases where a rescue is to be performed. In most
emergency incidents the Police will ensure the safety of personnel as well as the safe
movement of emergency vehicles and equipment.

Where there is more than one emergency service involved in the emergency, the Police may
assume overall control and/or provide co-ordination and assistance to the other emergency
services involved in the emergency.

In a circumstance where a Bomb Threat is received, the Police (and other law enforcement
authorities) may be less likely to identify what could be suspect parcel, package or thing. In
these circumstances the Police may assist occupants but often will not be able to take
control until the suspect item or person is identified.

Fire Service
Where there is a fire, or the risk of fire occurring, and in some case where a rescue has to
be performed, the Fire Service is the relevant emergency service and will take the action
necessary to safeguard life, property and the environment.

The Fire Service can arrange for the interruption, shutdown or disconnection of water,
electricity, gas and other services to the retail center or to adjacent buildings if required to
protect life, property or the environment.

When the Fire Service arrives, the senior attending Fire Officer may request the emergency
officer to:
  Advise what action has been initiated by them
 Commence evacuation if not commenced
 Place the facility under the Fire Service’s control to expedite occupant movement.

The senior attending Fire Officer will advise the Chief emergency officer when it is safe to
re- occupy the facility.

NB: The emergency officer must obtain clearance from the Senior attending Fire
Officer before allowing any person to re-enter the premises after an emergency.

The Fire Services usually includes the management of the Hazardous Chemical/Materials
Unit. This is a special additional capability that will attend an incident where a chemical,
biological or radiological medium is involved. Their advice and direction should be followed
implicitly.

Ambulance Service

Where there is a medical emergency and in some cases where a rescue has to be
performed, the Ambulance Service is the relevant emergency service and will take the
action necessary to safeguard life.

Activities that the Ambulance Service may undertake include:

 Emergency response to patients with sudden illness and injury;

 Pre-hospital patient care;
 Specialized transport services;
 Stand-by at emergency incidents;

9. STANDARD OPERATING PROCEDURES DURING EMERGENCIES

Fire

Emergency Response: Fire Safety

The term fire is defined as oxidation process with evolution of heat and light which can lead
to risk to life, health and materials.

Objective: To lay down safety guidelines for prevention of fire at facility.

Scope: The SOP encompasses all areas at a client site which are prone to fire risk and the
equipment available at hand to extinguish the fire. Good housekeeping and security is the
key word to prevention of fire. Regular inspection of firefighting equipment must be carried
out. The responsibilities of various individuals have been spelt out. The best way to fight out
fire is to prevent fire. The sweating of fire man/security guards during routine firefighting
practices will save blood of many peoples during incident of fire.

General Rules

 If fire breaks out, immediately raise an alarm, contact Fire Brigade and also inform
local police station.
 Identify nature of fire and fight it out with the staff available till rescue team reports
on the site’s
 Immediately switch off electrical main switches.
 The area around the fire should be cordoned off by Security Supervisor and at least
two Security Guards. Unwanted persons should not be allowed to stand and watch.
 Fight the fire only if:

a) You can fight the fire with your back to the exit.
b) You have the proper extinguishers and know how to use it.
c) Use your good judgment about when to evacuate/abandon.
d) Use the acronym PASS to remember use of extinguisher i.e. Pull, Aim, Squeeze
and Sweep.

 Never fight a fire if:

a) Uncontrolled fire could block your escape route and may trap you in fire.
b) You are uncertain about type of fire.
c) You are not certain to use type of fire extinguisher.
d) Adopt a principal of “FIRE AHEAD: ESCAPE BEHIND”.
e) There is too much smoke or you are at risk of inhaling smoke.
f) The fire is spreading rapidly and uncontrollable.

Action Points for Emphasis

 All those trained in firefighting should bring the fire extinguishers to the spot and
use, as applicable.
 All Fire Extinguishers should be used at the base of the Fire.
 All Fire Extinguishers should not be applied on electrical Fire.
 Use a mask to avoid Toxic Fumes generated from the fire.
 Ventilate the area after the Fire is extinguished.
 Injured persons, if any, should be given first aid and removed to the nearest
hospital/nursing home/doctor.
10. Human/Man Made Threats

Bomb Threat

OBJECTIVE: To establish a procedure for Handling Bomb Threat.

POLICY: Effective handling of

Bomb Threat. RESPONSIBILITY: Disaster

Management Committee PROCEDURE:

 Dial Helpdesk / Property Management Office 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 Building. Anyone can receive a bomb threat
and all Building occupants should be prepared.

WHAT CAN BE ACHIEVED BY PREPARATION

1.PREPARATION

(a) It 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 instill

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

 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.

 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.

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.

 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 anyone receives 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?

NOTE DOWN THE EXACT WORDING OF THE THREAT

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 building 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 building and provide the following information:
11. Your name
12. Your location (building and suite number) 3.
13. Your phone number
14. Name of any other person who heard the threat
15. Name of any employee threatened by the caller and his/her work
location
16. Time the bomb is to detonate if known
17. Location and description of the bomb if known
18. Any reason given for planting the bomb
19. Any other information received from the bomb threat perpetrator
20. Complete the Bomb Threat Questionnaire and
provide it to management personnel as soon as possible after the
call was received.

Searching the building for a Suspected Bomb

Once a telephone or written bomb threat has been reported to the

Management Office of the building, occupants 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 center of the room.

NOTE: If a suspicious object is found,

DO NOTTOUCH 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 building.
SUSPECTED BOMB SAFETY PRECAUTIONS

1. If it is suspected that a bomb is in the building:

 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 building evacuation.

Riot/Civil Disturbance

Objective

1. The main objective of this SOP is to establish a procedure, as a

guideline, to react to a riot and/or a civil disturbance which may occur in
the proximity of Building/Facility and its compound.

2. The objective is also to ensure that no harm or injury is caused to

any customer, visitor or an employee as a result of the riot and/or
civil disturbance within the legal precincts of the Building/Facility
Building/Facility.

3. This will be read in conjunction with the SOPs on Fire-Fighting,

Medical Aid and Criminal and Violent Behavior.

Policy

To ensure that the procedure is simple, clear and easy to follow to

enable continuous training of all concerned persons and effective
handling of the incident if it occurs.
Nature of the Incident

Incidents of the nature of riots and/or civil disturbance in the proximity of

the Building/Facility could involve one or more of the following activities
which may or may not be targeting its ire towards the Building/Facility:-

 A conglomeration of people on peaceful protest.

 Protest displaying signs of escalation.

 Protest developing into a violent activity involving arms/weapons

which may or may not be directed at the Building/Facility.

 A riot/civil disturbance directing its ire at the Building/ Facility.

Note. Information of the riot/civil disturbance may be available in

advance through police, media or local liaison or it could be an
impromptu activity.

Responsibility

 The Building Manager will be responsible for handling the situation

for which he/she will be assisted by the Security Officer and his/her
team.

 In addition, it is the responsibility of each member of the Building

Management Team to remain alert at all times and be on the look-
out for any signs of riot/civil disturbance and reports it immediately
to the Control Room (CR).

Reporting of the Incident

 In case there is prior intimation of a conglomeration of people in the

proximity of the Building/Facility and its likelihood of escalating into
a riot/civil disturbance, the Building Management will take all
precautionary measures like informing the police and fire-fighting
authorities, if deemed necessary.

 In case a conglomeration/disturbance/riot-type of a situation

develops impromptu, the Building Management will be intimated
immediately which, if deemed necessary, will inform the police and
fire-fighting authorities.

Procedure

Actions by the Building Manager

 In the event of situation as at Paragraph 8 above, ensure that the

 entire Building Management Team is in a state of preparedness to
handle the riot/civil disturbance situation.

 In the event of situation as at Paragraph 9 above, take the following actions:-

 Expedite the police and fire-fighters, if not already arrived.

 Ensure that the entire available Building Management Team is

ready and prepared to face the crisis.

 Keep the customers apprised of the situation through personal

contact as well as through the Public Address System and
advise them not to go out of the Building premises till the
situation has been brought under control.

Actions by the SO/Security Shift Supervisor

i. In the event of situation as at Paragraph 8 above, all
precautionary measures should have already been taken, to
include :-

i. Intimating the Building Manager.

ii. Intimating the police and fire-fighting authorities,

if instructed by the Building Manager.

iii. State of preparedness by the employees.

iv. Locking of all non-essential entrances.

v. Posting of additional guards at the main entrance.

vi. Nominating senior guards to monitor and report the situation to

the CR.
vii. Call back all security guards who are on meal
break to report to the CR and remain in stand-by
mode.

 In the event of a riot/civil disturbance-like situation developing all

of a sudden, all actions as at Paragraph 11 (a) above will be
taken, however, it is imperative that the procedures are known to
all the employees so that minimum time is consumed in taking
such actions.


Actions if the Protest is directed at the Building. Such a situation
will invariably develop over some period of time, thus affording
reaction time to the Building Manager. In the eventuality of the
protestants directing their ire at the Building, and consequently at the
 people present there, the Building Manager and the Security Officer
will take the following emergent actions:-

(a) Building Manager

(i) Inform the local police authorities and, if deemed

necessary, the Fire Station immediately.

(ii) Mobilize all the members of the Building

Management Team, including those on meal break, if any.

(iii) Order closure of all non-essential entrances.

(iv)Personally announce over the Public Address System

giving out the existing situation and advising all those
inside the Building to stay inside till the situation has been
brought under control. Make similar announcements
periodically to prevent panic amongst the customers and
the employees.

(iv) Post maximum number of security guards at the open

entrances. Ensure that the Security Officer is present at the
most critical place.

(v) Try to capture the scene of the riot/civil disturbance,

specially the zoomed images of the leaders, if identified, on
the CCTV cameras for future references, if required.

(b) Security Officer

(i) Form a human barricade across the entrance(s) of the

Building to prevent ingress of the protestants in to the
Building.

(ii) Attempt to locate the leader(s) of the protest and try to

rationalize with them as to why they should not carry their
protest in to the Building.

(iii) Try to delay the entry of and/or attempts to

damage the property by the protestants to the maximum
extent possible.

(iv)Hand over the situation to the police authorities on their

arrival. (v) Assist the police in whatever way it is possible.

(v) Ensure regular feedback of the developments to the Building Manager.

Medical Aid
 If anyone has been injured during the incident, he/she will be
immediately evacuated to a notified hospital on the instructions of
the Building Manager/SO, if required, or provided first aid on the
facility premises.

Emergency Response: Building Security

OBJECTIVE: To create a feeling of freedom from threat of external/Internal

security breach due to attack, espionage, and interference by which loss
of peoples, property and information occur.

POLICY: To provide a safe and secured work

environment. RESPONSIBILITY: Security and

Management Team PROCEDURE:

Break-In Theft

1. If you discover that there has been a break-in theft at your office
and offender has left the scene, take the following actions:

 DO NOT enter the office and preserve the scene of crime.

 The key to success is to “touch nothing”.

a) Inform all emergency control/contact numbers.

 Cordon the area of incidence with the available

security and no one is permitted to leave the
site till site is taken control by police and
owners of office/site.

 Take further actions as per the Police advise and

ensure that staff as well as security deployed at
site cooperates with the police for further
investigation.

Dealing with the trespassers

2. If you discover an unauthorized person in your office whose identity

is questionable take following actions:
 Watch activity and movements of the outsider.
  Council the individual and ascertain the identity/purpose of visit.
 Contact security staff at control room to take possession of the
visitor for further investigation and needful action.
 Inform management staff and authorized person of your office about the
incident.
 Prepare a detail report to submit in management office about the incident.
 Do not manhandle the trespassers which may have
arms/destructive materials to harm man material and property.
 Do not panic and create a sense of fear and unworkable atmosphere.

Dealing with the incident of security breach after working hours

3. The physical barriers of security are walls, roofs, doors and intact
locks. The lock on a door is most visible aspect of physical security.
The degree of security offered by lock is in proportion to the time, it
would take an expert to defeat it by breaking the locks or else
overcoming by unauthorized person through original or duplicate
keys. If Security guard during mobile patrolling observes that a
particular lock is remained opened/broken. The security guard on
duty will take following actions.

 If there is no sign of forced entry, the doors will be secured by

Security without entry into the office by providing another
temporary lock which will be sealed and signed by minimum
two officers from management and owners side.
 The lock will be opened on next working day after ascertaining
that seals provided are intact by board of officers detailed by
the management.
 The owner of the office will stock take his assets for any
losses/damages and action taken accordingly to report the
matter at appropriate level.
 If there has been a forced entry, Security will return to the
lobby and call immediately the occupants of shop/office about
the incident.
 If the door(s) cannot be locked or secured. A temporary post of
security will be placed at that site in consultation with the
owner/occupants and management till the tenants make their
arrangements of security proof locking arrangement.
 Security will complete an Incident Report to be filed in Management office
within 24hrs.
 Keys Security

The effective keys security is of primary importance. The

management including security staff does not have any
accountability on preservation of keys of individual shops/offices.
The onus of effective key security of their shops/offices lies with
the tenants only. However management can help only by providing
guidelines in key security measures. The salient points required to
be followed by the tenants are as under:

 The minimum number of keys should be in use for any one lock.

 Ideally keys should never leave the office and be kept when not
in use in an identified key box within office premises.

 The keys owner should be very careful with the view that the
key impression can be taken within few seconds if it comes in the
hand of unauthorized person.

 Duplicates keys should be under secure conditions and regularly checked.

 Loss of keys should be reported immediately and preferably lock
should be replaced.

 The duplicate key should be issued only after full investigation into the
loss of the original.

 The owners should authorize personal to handle the keys by

nomination and record that of be maintained for future references.

Terrorism
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 Asst. Property 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 behavior 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.

Theft
PROCEDURE:

FOLLOWING ACTIONS WOULD BE TAKEN IN CASE OF THEFT: -

 On receiving the information of theft from the Asst.

Property Manager, the supervisor on duty at Security
Control Room will report the same to the security officer.
 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 Asst. Property
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 Asst. Property Manager informed of all
happenings.
 Permission for detailed investigation will be taken from the
Asst. Property Manager before the Security Officer starts
the investigation.
  Detailed investigation report will be prepared after
discussing the proceedings of the investigation with Asst.
Property Manager. Detailed written report will be forwarded
after due deliberations.
 Under no circumstances will the police be called without
the instruction from the Asst. Property Manager. However,
if the situation warrants immediate action, police help may
be sought.

Criminal and Violent Behavior

OBJECTIVE: Main objective is to establish a procedure in case of any criminal or
violent behavior.

Procedure:

Everyone is asked to assist in making the building 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
behavior, etc., do not take any unnecessary risk. Notify the
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 building, 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.

Emergency: Elevator failure

OBJECTIVE: To establish a procedure for elevator in case of emergency

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 console operator should take the following step:

 Notify an on-call elevator mechanic to respond.

 Notify the shift supervisor.
 Dispatch a security supervisor to the nearest floor to meet
the occupants when the elevator is opened.
 Dispatch a security officer to meet the mechanic upon
arrival and escort him to the console to be briefed on the
entrapment.

Accident
PROCEDURE:

 Inform Security Control Room giving location seriousness and

number of persons involved.
 Inform Asst. Property Manager immediately.
 Asst. Property 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
Asst. Property Manager of the Building.
 An accident report will be prepared by the Security Control Room
and forwarded to the Asst. Property Manager.

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 Asst. Property
Manager or Shift Engineer or Security Control Room.
 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.

This Is Our Standing Operating Procedure
SABHA GUARDS SDN BHD