The SecurityOfficer'sManual

Get Licensed · First Edition

SECTION 0 · THE SECURITY OFFICER'S MANUAL

Someone's worst day is your working dayTHE SECURITY OFFICER'S MANUAL

THE SECURITY OFFICER'S MANUAL. UK Professional Practice. First Edition. Published by Get Licensed Ltd. www.get-licensed.co.uk

THE SECURITY OFFICER'S MANUALtext

Read this once. It matters.

COPYRIGHT & SCOPE

© Get Licensed Ltd. All rights reserved. No part of this publication may be reproduced without written permission from the publisher.

SCOPE. This manual states the law of England and Wales as at 20 August 2026. Scotland and Northern Ireland differences: see p.204 and p.205.

NOT LEGAL ADVICE. This manual provides general operational reference information for security officers. It does not constitute legal advice. Laws and regulations change. Verify current legislation before acting. Consult qualified legal professionals for specific legal questions.

FIRST RESPONSE ONLY. Medical information is for first response only. It does not replace professional medical training or treatment. The publisher accepts no liability for actions taken based on this manual.

→ Legislation index · p.1812

CONTENTS

FIND IT FAST

Six sections, colour-coded on the page edge. Life-threat basics start on page 1.

1LEGAL POWERS17

2INCIDENTS51

3MEDICAL99

4OPERATIONS127

5COMMUNICATIONS155

6QUICK REFERENCE177

3

THE SECURITY OFFICER'S MANUALquickref

Any answer in under 10 seconds

HOW TO USE THIS Manual

This is a tool, not a textbook. Five habits get you to any answer in under 10 seconds.

LOOK at the coloured edges Each section has an edge colour. Find your section from the closed book.

USE the two ribbons Keep one in Medical, always. Move the other to your assignment's key page.

USE the index at the back Every topic, symptom, and script, listed at the back.

FOLLOW the See: pointers They name the exact page. Follow them mid-incident. No hunting.

FLIP overleaf for special cases Special situations always sit on the page after the main topic.

Section	Covers	Edge colour
1 Legal Powers	Arrest, force, search, trespass, evidence	Navy
2 Incidents	Response procedures for every situation	Yellow
3 Medical	First response until help arrives	Green
4 Operations	Patrols, access, CCTV, handover	Mid green
5 Communications	Radio, scripts, statements, reports	Teal
6 Quick Reference	Numbers, law summaries, checklists, logs	Black

→ Emergency numbers · p.178 → Life-threat pages · p.94

THE SECURITY OFFICER'S MANUALquickref

Six formats. Learn them once.

PAGE TYPES

Every page uses one of six formats. The label sits at the top of the page. Learn them once, navigate forever.

Format	How to read it
FLOWCHART	Decision tree. Start at the top question. Follow your answer down.
CHECKLIST	Steps in order. Complete each one. Tick boxes provided.
QUICK REFERENCE	Facts and data. Scan for the line you need.
SCRIPT	Exact words to say. Read them out or adapt them.
MATRIX	Comparison table. Find your scenario in the rows.
DIAGRAM	Visual procedure. Follow the numbered steps around the picture.

Numbered lists mean order matters. Plain tick boxes mean do them all, any order.

5

THE SECURITY OFFICER'S MANUALquickref

Eight icons. Instant recognition.

ICON KEY

See a WARNING icon? Stop. Read the full text before acting.

Icon	Name	Meaning
⚠️	WARNING	Legal risk or critical caution. Stop and read carefully.
✓	DO THIS	Recommended action. Best practice. Follow it.
✗	DON'T DO THIS	Prohibited action. Common mistake. Avoid it.
📞	CALL	Contact required. Escalation point. Make the call.
⏱️	TIME-CRITICAL	A time limit applies. Act now.
📝	DOCUMENT	Write this down. Create a record. It becomes evidence.
👁️	OBSERVE	Watch for this. Gather detail. Pay attention.
🔒	SECURE	Lock down. Preserve the scene. Control access.

6

THE SECURITY OFFICER'S MANUALchecklist

Ten minutes now saves you mid-incident

BEFORE YOUR FIRST SHIFT

01

COMPLETE the personal details page Use pen. See: Personal details, next page.

02

READ the six life-threat pages They follow the personal details page. Read them before you need them.

03

LEARN the icon key Eight icons. See: Icon key.

04

PLACE both ribbons One in the green Medical section. One on your site's key page.

05

FIND the index at the back Know where it starts.

06

BROWSE each section once Know what exists before the night you need it.

This manual lives on your phone. Have it on every shift.

→ Personal details · p.8 → Icon key · p.6 → Life-threat pages · p.97

THE SECURITY OFFICER'S MANUALfill

Complete this page now.

PERSONAL DETAILS

Full name

SIA licence number

Licence expiry date

Employer

Work mobile

Control room number

Emergency contact. If you are hurt on shift, colleagues use this.

Emergency contact name

Relationship

Phone

Medical information is optional. Complete it if you want first aiders to know.

Blood type

Allergies

Medical conditions

Medications

First Aid at Work: expiry date

Other certifications and expiry dates

8

THE SECURITY OFFICER'S MANUALquickref

Start here. Match what you see.

SOMEONE IS DOWN

999

Life at risk? Call now. Speaker on. Then turn to the right page.

You see	Go to
Blood spreading fast	CATASTROPHIC BLEEDING. Press hard on the wound as you turn.
No response to shout and shoulder shake	CPR & AED ESSENTIALS. Call 999 first, then check breathing.
Clutching throat. Cannot speak or breathe	CHOKING. Ask them: 'Are you choking?'
Unconscious but breathing normally	RECOVERY POSITION.

These six pages are the fast versions. The green Medical section carries the full detail. Same numbers, same order.

→ Catastrophic bleeding · p.10 → CPR & AED essentials · p.11 → Choking · p.12 → Recovery position · p.13 → Full medical section · p.1029

THE SECURITY OFFICER'S MANUALchecklist

Pressure on the bleeding point. Now.

CATASTROPHIC BLEEDING

Pulling a dressing off an embedded object restarts the bleed. Never remove it. Press around the object instead.

999

Press hard on the bleeding point. Call 999 now.

CALL 999, or send someone

Say 'life-threatening bleeding'. The handler talks you through it.

PRESS hard on the wound

Direct pressure on the point. Dressing, cloth, or bare hand. Firm and constant. No dabbing.

SWAP a soaked dressing

Blood coming through? Remove it. Press again with a fresh dressing on the point.

APPLY a tourniquet

Arm or leg still bleeding: 5-7cm above the wound. Never over a joint.

TIGHTEN until bleeding stops

It hurts them. Keep going. Note the time. Never loosen or remove it. Still bleeding? Second tourniquet above the first.

Bleed kit on site? Pack the wound with its dressing first, then press hard. No tourniquet? The 999 handler can direct an improvised one.

→ Severe bleeding: full page · p.109 → Tourniquets in detail · p.11010

THE SECURITY OFFICER'S MANUALchecklist

Adult. Unresponsive. 999 first.

CPR & AED ESSENTIALS

Gasping or slow laboured breathing is NOT normal breathing. Start CPR. Unsure? Start anyway. You cannot make it worse.

AEDAutomated external defibrillator. A machine that shocks a stopped heart. It speaks instructions out loud. Anyone can use it.

CALL 999 immediately

Unresponsive? Call before the breathing check. Speaker on. Send someone for the AED.

CHECK breathing while it connects

Tilt the head, lift the chin. Look, listen, feel. No more than 10 seconds.

START compressions

Heel of hand, centre of chest. Depth: 5-6cm. Rate: 100-120 per minute.

GIVE 2 breaths after 30

Tilt head, pinch nose. Blow steadily for 1 second. Watch the chest rise.

REPEAT 30:2 without pausing

Unwilling to give breaths? Compressions alone still work.

ATTACH the AED on arrival

Turn it on. Follow the voice prompts. It talks you through every step.

RESUME CPR after any shock

Straight back on the chest.

Stop only when help takes over, or they show signs of life and breathe NORMALLY. Breathing normally? Recovery position. See: Recovery position.

→ CPR adult: full page · p.102 → Unresponsive person flowchart · p.101 → AED step by step · p.104 → Recovery position · p.1311

THE SECURITY OFFICER'S MANUALflowchart

Ask them: 'Are you choking?'

CHOKING

1Can they cough, speak, or breathe?

A strong cough can clear it on its own.

SEVERE: call 999. Start back blows now (steps below).

▼ ALL YES

MILD: encourage coughing. Stay with them and watch. If it worsens, treat as severe.

NO

GIVE up to 5 back blows

Lean them forward. Heel of hand between the shoulder blades. Check after each.

GIVE up to 5 abdominal thrusts

Stand behind. Fist above the navel. Pull sharply inward and upward.

REPEAT the cycle

Alternate 5 and 5 until clear. Unconscious? Start CPR. See: CPR & AED.

GET them checked after

Thrusts can injure inside. Do not let them leave. Record the incident.

→ Choking: full page · p.107 → Pregnant, infant, unconscious · p.108 → CPR & AED essentials · p.1112

THE SECURITY OFFICER'S MANUALdiagram

Unconscious and breathing normally

RECOVERY POSITION

Suspected spinal injury (fall, collision, blow to head or neck)? Do not move them. Hold the head still, in line with the body. Wait for paramedics.

999

Call now if not already done. Then position them.

1Kneel beside them. Nearest arm out at a right angle, palm up.

2Far arm across the chest. Back of their hand against their cheek. Hold it.

3Bend the far knee, foot flat. Pull that knee to roll them towards you.

4Top leg at right angles. Tilt the head back to keep the airway open.

ANGLE the face slightly down Fluids drain out, not into the airway.

CHECK breathing constantly If it stops: roll them onto their back. Start CPR. See: CPR & AED.

→ Recovery position: full page · p.106 → CPR & AED essentials · p.1113

THE SECURITY OFFICER'S MANUALquickref

Answer in this order

THE 999 CALL

The operator asks these questions, in this order. Answer clearly. Stay on the line until told to hang up.

They ask	You give
Where are you?	Full address, postcode, nearest landmark, floor level.
What happened?	One line: collapse, fall, bleeding, overdose.
How many hurt?	Number of casualties.
What condition?	Conscious? Breathing? Bleeding?
Who are you?	Name, callback number, 'security officer on site'.

SEND someone to meet the ambulance At the entrance, in hi-vis.

CLEAR the access route Open doors. Move obstacles. Hold the lift at ground.

CONTINUE first aid Keep bystanders back. Protect their dignity.

→ Making the 999 call: full page · p.125 → Emergency numbers · p.17814

THE SECURITY OFFICER'S MANUALchecklist

One officer is already working

SECOND OFFICER ARRIVING

Do not duplicate their job. Take the jobs they cannot do. In this order.

ANNOUNCE yourself

Say: 'Second officer. What do you need?' Do not interrupt CPR.

CONFIRM 999 is called

Not called? Call now, speaker on. Then update control by radio.

FETCH the AED and bleed kit

Nearest ones. Run.

TAKE over compressions

Swap every 2 minutes, at the end of a set of 30. No pause.

MANAGE the space

Move bystanders back. Screen the casualty. Protect their dignity.

MEET the ambulance

At the entrance, in hi-vis. Clear the route. Hold the lift.

NOTE times and facts

Collapse time, 999 time, shocks given, tourniquet time. For the record later.

Paramedics arrive: give them the times, what happened, and what you both did. Then write it up.

→ CPR & AED essentials · p.11 → The 999 call · p.14 → Occurrence book · p.13015

THE SECURITY OFFICER'S MANUALquickref

This section in one look

FRONT MATTER DIGEST

999

Life at risk? Call now. Speaker on.

You see	Do first	Go to
Blood spreading fast	Press hard on the bleeding point.	Catastrophic bleeding
No response to shout and shake	Call 999, then check breathing.	CPR & AED essentials
Clutching throat, cannot speak	Ask them: 'Are you choking?'	Choking
Unconscious, breathing normally	Roll them onto their side.	Recovery position

FIND sections by colour Green is Medical.

FOLLOW the See: pointers They name the exact page. No hunting mid-incident.

USE the index Every topic, symptom, and script.

COMPLETE your personal details page Do it before your first shift.

→ Someone is down · p.9 → How to use this manual · p.4 → Before your first shift · p.7 → Emergency numbers · p.17816

1

SECTION 01 · LEGAL POWERS

Know exactly what you can and cannot doLEGAL POWERS

Arrest: the four gates. Force and safe restraint. Search by consent. Trespass and removal. Criminal vs civil. GDPR, evidence and court. Every page starts with what to do.

1

In this section — tap to open

LEGAL POWERS17

CITIZEN'S ARREST18

INDICTABLE OFFENCES19

ARREST AFTER THE EVENT20

WHAT YOU SAY: ARREST21

MAKING THE ARREST22

USE OF FORCE23

FORCE OPTIONS MATRIX24

SAFE RESTRAINT (1/2)25

SAFE RESTRAINT (2/2)26

PRE-EMPTIVE FORCE27

AFTER USING FORCE28

SEARCH = CONSENT ONLY29

SEARCH: CAN AND CANNOT30

ENTRY CONDITION SEARCH31

FINDS: WEAPONS (1/3)32

FINDS: DRUGS (2/3)33

FINDS: BANNED ITEMS (3/3)34

TRESPASS: THE LAW35

REMOVING A TRESPASSER36

BANNING AND EXCLUSION37

SPECIAL TRESPASS CASES38

CRIMINAL VS CIVIL39

WHEN TO CALL POLICE40

GDPR ESSENTIALS41

CCTV COMPLIANCE42

SUBJECT ACCESS REQUESTS43

DATA BREACH RESPONSE44

EVIDENCE: GOLDEN RULES45

CHAIN OF CUSTODY46

SECURING A SCENE47

COURT ATTENDANCE48

CROSS-EXAMINATION49

LEGAL POWERS DIGEST50

1 · LEGAL POWERSflowchart

The four gates. All must pass.

CITIZEN'S ARREST

Unlawful arrest = false imprisonment. You can be sued and prosecuted.

Indictable offenceA serious crime that can be tried in Crown Court. Theft, burglary and robbery all qualify.

1Indictable offence?

Theft, burglary, robbery, fraud, ABH/GBH (real injury). NOT common assault.

DO NOT ARREST. Document. Call 101.

▼ YES

2Arrest necessary?

Only to stop injury to anyone, loss of or damage to property, or making off before police arrive.

DO NOT ARREST. Monitor. Call police.

▼ YES

3No time to wait for police?

Could police realistically arrest instead? If they can get here in time, this gate fails.

DO NOT ARREST. Call 999. Observe and report.

▼ YES

4Sure of your grounds?

You saw the act, or evidence is clear. Offence over? Stricter rule: see Arrest After the Event.

DO NOT ARREST. Suspicion is not enough.

▼ ALL YES

PROCEED. Say the arrest words. Minimum force. Call 999 now.

ANY GATE FAILS

Refusing a name is NEVER a ground to arrest. If they also walk off, the ground is the making off.

LEGAL BASIS · s24A(1)-(4) PACE 1984→ What counts as indictable · p.19 → Offence already over? · p.20 → The arrest words · p.21 → Use of force · p.2318

1

1 · LEGAL POWERSquickref

Gate 1: is it serious enough?

INDICTABLE OFFENCES

Indictable = serious, can be tried in Crown Court. Summary-only = minor, magistrates only. You may arrest ONLY for indictable offences. Unsure? Do not arrest. Call police.

• Theft (any value)
• Robbery
• Burglary
• Fraud
• ABH / GBH (actual / grievous bodily harm: real injury, cuts, bruising)
• Criminal damage (ANY value)
• Drug possession with intent to supply
• Assault on an emergency worker
• Sexual assault, exposure, voyeurism (NOT all sexual offences: some are summary-only)
• Arson

• Common assault (a scuffle, a slap, a shove)
• Drunk and disorderly
• Minor public order offences
• Begging

Two traps. Criminal damage of £5,000 or under is a summary offence, so there is no citizen's arrest power. Over £5,000, or any damage by fire, the power applies. Simple trespass is not an offence: civil only, so no arrest power.

LEGAL BASIS · s24A PACE 1984; s22 MCA 1980; Interpretation Act 1978 Sch 1→ The four gates · p.18 → Trespass: the law · p.3519

1

1 · LEGAL POWERSscenario

The shoplifter trap

ARREST AFTER THE EVENT

Wrong about the offence? Your arrest was unlawful, however reasonable your suspicion. You face false imprisonment claims.

The offence is over and they are walking away. A stricter rule now applies. An indictable offence must ACTUALLY have been committed. Reasonable suspicion alone is not enough after the event.

R v Self [1992]: the case that sets the trap

A store detective arrested a suspected shoplifter. A court later acquitted the man of theft. No theft proven meant the arrest was unlawful. Convictions for assaulting those detaining him were quashed.

ARREST for what you witnessed Wherever possible. Your own eyes are your grounds.

BE CERTAIN an offence occurred After the event, certainty is the bar. Example: goods found concealed past the tills.

NEVER arrest on suspicion alone After the event, if in doubt: observe, document, describe them to police.

WRONG person is survivable If an offence definitely happened, you may arrest anyone you reasonably suspect of it.

LEGAL BASIS · s24A(2) PACE 1984; R v Self [1992] 1 WLR 657 (CA)→ The four gates · p.18 → Preserve the evidence · p.4520

1

1 · LEGAL POWERSscript

Say it clearly. Say it once.

WHAT YOU SAY: ARREST

Making a citizen's arrest for theft

“I am making a citizen's arrest.”

“You are under arrest for theft.”

“I saw you put the jacket in your bag and pass the tills.”

“The police are on their way. Stay here with me.”

“You can't arrest me. You're not police.”

“The law lets any person arrest for this. Police are coming.”

“Let me go or I'll sue you.”

“You'll speak to the police in a few minutes. They're on their way.”

“I didn't do anything.”

“Tell the police that. They will listen to you.”

• Name the offence in plain words
• Say what you saw, in one sentence
• Tell them police are coming

• Do not question them about the offence
• Do not threaten, bargain or mock
• Do not copy the police caution

LEGAL BASIS · s24A PACE 1984→ Making the arrest · p.22 → If they struggle: safe restraint · p.2521

1

1 · LEGAL POWERSchecklist

After the words, before police arrive

MAKING THE ARREST

A back-room detention can become unlawful imprisonment. Stay public. Stay visible.

01

SAY the arrest words See the script on the previous page.

02

CALL 999 now Or radio control to call. Never delay.

03

NOTE the exact time Time of arrest goes in every report.

04

STAY with them In view of CCTV and witnesses until police arrive.

05

DO NOT question them Interviews are a police job.

06

PRESERVE the evidence Stolen items, CCTV window, witness names.

07

HAND OVER to police Say what you saw in one sentence. Give witness names and the CCTV window.

• Use minimum force to detain
• Keep them in a public, visible area
• Ask them to wait calmly

• Search them: police power only
• Handcuff unless immediate danger
• Take them to a back room
• Use force after they stop resisting
• Delay calling police

LEGAL BASIS · s24A PACE 1984→ Safe restraint · p.25 → Evidence rules · p.4522

1

1 · LEGAL POWERSquickref

Three questions before you act

USE OF FORCE

You must justify every use of force. Every push, every hold.

You may use reasonable force to prevent crime or make a lawful arrest. Force is always the last resort. Try de-escalation first.

Test	Ask yourself, now
NECESSARY	Is force needed right now? Can I resolve this without it?
PROPORTIONATE	Match the threat. No more than required.
REASONABLE	Would a reasonable person agree, given what I honestly believe?

Courts judge you on what you honestly believed at the time, not with hindsight.

LEGAL BASIS · s3 Criminal Law Act 1967; s76 CJIA 2008→ De-escalation first · p.69 → Force options matrix · p.2423

1

1 · LEGAL POWERSmatrix

Match your response to the threat

FORCE OPTIONS MATRIX

Attempt de-escalation FIRST. Force is the last resort.

THREAT	WHAT THEY DO	YOUR RESPONSE
COMPLIANT	Talks, follows requests	Talk. Ask. Direct.
PASSIVE RESISTANT	Refuses to move, goes limp	Firm, clear commands. Repeat once.
ACTIVE RESISTANT	Pulls away, pushes, struggles	Control holds. Escort by the arm.
ASSAULTIVE	Punches, kicks, spits	Block. Create distance. Call urgent assistance.
LIFE THREAT	Weapon, choking, group attack	Any force needed to survive and escape.

Step down the ladder the moment they calm. De-escalate as fast as you escalated. Record the behaviour that justified each level you used.

LEGAL BASIS · s3 Criminal Law Act 1967→ Going to ground? Read this first · p.25 → De-escalation · p.69 → After using force · p.2824

1

1 · LEGAL POWERSquickref

Restraint kills. Know how.

SAFE RESTRAINT (1/2)

People die in prone restraint. Face down plus pressure on the back stops breathing. Minutes, sometimes less.

'I can't breathe' is a medical emergency, not resistance. A person who can speak may still be unable to breathe. Release the pressure at once.

• Turn them onto their side as soon as you can
• Use holds that leave the chest free
• Loosen your grip the moment they calm
• Keep talking to them throughout

• Hold anyone face down longer than seconds
• Kneel or lean on the back, chest or neck
• Bend them forwards over their knees
• Force them against a wall or counter while bent
• Sit on them, ever

Positional asphyxiaDeath or brain damage because the restraint position stops breathing. The main killer in restraint deaths.

LEGAL BASIS · SIA guidance: reducing risk in physical intervention→ Monitoring and release · p.26 → Not breathing? CPR · p.10225

1

1 · LEGAL POWERSchecklist

Monitor. Release. Recover.

SAFE RESTRAINT (2/2)

There is no safe length of prone restraint. Every second face down raises the risk. Think seconds, not minutes.

01

GET them off their front Side, sitting, kneeling or standing. As soon as practicable.

02

ASSIGN one person to breathing Airway. Breathing. Circulation. They watch nothing else.

03

LISTEN and act 'I can't breathe', gurgling, going quiet or limp: release now.

04

RELEASE once controlled Loosen or let go at the earliest opportunity.

05

CALL 999 if anything is wrong Blue lips, vomiting, no response. Start CPR if not breathing.

06

WATCH them after release Collapse can follow minutes later. Recovery position if drowsy. Keep checking breathing.

EXTRA DANGER if any of these:

DRINK or drugs Intoxication of any kind.

LARGE build Big or heavy people are at higher risk.

EXHAUSTION Worn out after a struggle.

EXTREME agitation Or a mental health crisis.

HEART or breathing conditions Anything known or suspected.

Any of these: make the restraint even shorter.

LEGAL BASIS · College of Policing APP: control, restraint and searches→ CPR · p.102 → Recovery position · p.106 → After using force · p.2826

1

1 · LEGAL POWERSquickref

You do not have to wait to be hit

PRE-EMPTIVE FORCE

You may act first if you honestly believe an attack is coming now. The belief must be honest. The force must still be reasonable and no more than needed.

FISTS clench, stance squares Body loads up before a punch.

THREATS turn specific 'I'm going to hit you.'

HANDS reach for an object Bottle, glass, pocket, waistband.

THEY close distance fast Aggressive movement straight at you.

TARGET glance They look where they plan to strike.

Statement wording that stands up

I believed I was about to be attacked. He raised his fists and stepped towards me. He said 'you're getting it'. I had no route away. I pushed him back to create distance.

LEGAL BASIS · Beckford v The Queen [1988] AC 130 (PC); s76 CJIA 2008→ After using force · p.28 → De-escalation · p.6927

1

1 · LEGAL POWERSchecklist

The first hour is evidence hour

AFTER USING FORCE

Write your account BEFORE viewing any footage. Courts trust untainted memory.

01

CHECK for injuries Them and you. Get medical help if needed.

02

KEEP body-worn video recording Never stop or delete. Footage protects you.

03

NOTIFY control and supervisor Immediately, by radio or phone.

04

PRESERVE CCTV footage Ask control to save the time window now.

05

GET witness details Names and numbers before they drift away.

06

DO NOT discuss with colleagues Protect your memory. It is evidence.

01

WRITE your account Within 1 hour. Before viewing CCTV.

02

RECORD the threat you faced Exact behaviour, exact words.

03

RECORD the force you used And why each level was necessary.

04

SIGN and date the report Note the time you wrote it.

→ Body-worn video · p.144 → Witness statements · p.168 → Occurrence book · p.13028

1

1 · LEGAL POWERSscript

You have no search powers. None.

SEARCH = CONSENT ONLY

You have NO power to search anyone. Not even someone you have arrested. Every search needs consent.

CONSENT is freely given No threats, no pressure, no tricks.

THEY know they can refuse Tell them, every time.

THEY know what happens Explain what the search involves.

THEY are not vulnerable No children, no one drunk, no one in crisis.

HAVE a witness present For every search, no exceptions.

Asking to search a bag

“I'd like to check your bag. You can say no.”

“If you say no, I can't search you. I may ask you to leave.”

“Are you happy for me to look?”

“Go on then.”

“Thanks. Open it up and hold it for me, please.”

LEGAL BASIS · No statutory search power exists for security officers→ Can and cannot · p.30 → Entry condition searches · p.3129

1

1 · LEGAL POWERSquickref

The lines you never cross

SEARCH: CAN AND CANNOT

'Implied consent' at the door is legally weak. Get explicit consent, every time.

• Ask to search bags
• Ask them to empty their own pockets
• Look without touching (visual check)
• Ask them to remove an outer coat
• Use walk-through detectors

• Force any search
• Touch the person
• Ask them to remove other clothing
• Do any intimate search
• Search without clear consent
• Seize or confiscate their property

01

STOP No consent means no search happens.

02

EXPLAIN the entry conditions Search is the condition of coming in.

03

ASK them to leave If they refuse the entry conditions.

04

CALL police if you suspect crime 999 if in progress, 101 otherwise.

05

DOCUMENT the refusal Time, words used, witness name.

→ Refusing entry script · p.160 → Found something? · p.3230

1

1 · LEGAL POWERSscript

Search as a condition of entry

ENTRY CONDITION SEARCH

SIGNAGE before the entry point Clear and visible before they commit to the queue.

CONFIRM verbally at the search Signage alone is not consent.

FREE to refuse and leave No penalty for walking away.

Search at the door

“Entry needs a bag search.”

“You can refuse. Then I can't let you in, and you're free to leave.”

“Happy to go ahead?”

“You didn't search him!”

“Everyone with a bag gets checked. Same rule for all.”

Best practice: a same-gender officer searches. None available? Offer a choice: wait for one, or decline the search. Use a witness. Write down the decision.

→ Search rules · p.3031

1

1 · LEGAL POWERSchecklist

A knife or weapon in the bag

FINDS: WEAPONS (1/3)

Never ask the person to handle or remove the weapon. It can be used on you.

STEP BACK

Keep them, and everyone else, away from the weapon.

CALL 999 now

Possession of a blade or offensive weapon is indictable. Arrest only if all four gates pass.

SECURE it only if you must

Only to prevent immediate danger. Handle minimally: forensics matter.

PHOTOGRAPH in place if safe

Note the exact position before anything moves.

LOG everything

Time, words spoken, who was present.

LEGAL BASIS · s24A PACE 1984→ The four gates · p.18 → Evidence rules · p.4532

1

1 · LEGAL POWERSchecklist

Seize, seal, log, hand over

FINDS: DRUGS (2/3)

Never return drugs to the person. Never keep them longer than necessary.

You may take drugs found in a search, but ONLY to hand them to police. That is your legal protection. Hand them over as soon as possible.

GLOVES on if available

Protect yourself and the evidence.

SEAL in a numbered bag

Tamper-evident bag or envelope.

LOG with a witness

Drug find record: time, place, description, both names.

STORE locked

Safe or secure cabinet only.

HAND to police for a receipt

Get the receipt. File it with the log.

LEGAL BASIS · s5(4) Misuse of Drugs Act 1971→ Evidence rules · p.45 → Occurrence book · p.13033

1

1 · LEGAL POWERSchecklist

Legal items the venue prohibits

FINDS: BANNED ITEMS (3/3)

Lawful personal property stays theirs. Refuse entry if you must, but never seize it. Drugs and weapons follow the previous pages instead.

EXPLAIN the venue policy

Alcohol, recording devices: whatever your site bans.

OFFER secure storage

Cloakroom or storage box if the site has one.

ISSUE a receipt if stored

Numbered ticket. Log the item.

REFUSE entry if they decline

Their choice: store it or leave with it.

DOCUMENT the interaction

Time, item, outcome.

→ Weapons · p.32 → Drugs · p.33 → Refusing entry script · p.16034

1

1 · LEGAL POWERSquickref

Civil matter. Common law power.

TRESPASS: THE LAW

You may use reasonable force to remove a trespasser for the occupier. First ask them to leave. Then give them real time to comply. Get the site manager's authority before removing anyone.

	CIVIL TRESPASS	AGGRAVATED TRESPASS
What it is	Entering or staying without permission	Trespass PLUS an act intended to intimidate, obstruct or disrupt a lawful activity
A crime?	No. Civil matter only	Yes. Summary offence
Police attend?	Usually not	Yes. Call them
Arrest power?	None	None for you: summary-only

Your authority is COMMON LAW, not statute. Section 3 Criminal Law Act 1967 does NOT cover simple trespass: it only applies if things turn criminal, like an assault on you.

LEGAL BASIS · Common law; Hemmings v Stoke Poges Golf Club [1920] 1 KB 720→ Removal procedure · p.36 → Use of force · p.2335

1

1 · LEGAL POWERSchecklist

Five stages before any contact

REMOVING A TRESPASSER

Your authority stops at the boundary. Once they are off site, never pursue or follow.

IDENTIFY yourself

"I am the security officer for these premises."

EXPLAIN

"You don't have permission to be here."

ASK them to leave

"I'm asking you to leave now."

WARN of the consequence

"If you don't leave, I may use reasonable force."

WAIT

Give real time to comply and a clear route out.

ESCORT with minimum force

Only if they still refuse. Arm escort to the exit.

DOCUMENT everything

Each stage, times, exact words, witnesses.

CALL police if it escalates

Violence or aggravated trespass: 999.

LEGAL BASIS · Common law: occupier's agent→ Force options · p.24 → Safe restraint · p.25 → Word-for-word script · p.163 → Banning them · p.3736

1

1 · LEGAL POWERSscript

The owner decides who comes in

BANNING AND EXCLUSION

Issuing a ban after an incident

“On behalf of [owner], you are banned from these premises.”

“The ban lasts [duration].”

“If you come back, you will be trespassing and we will call police.”

“Do you understand?”

“You can't ban me.”

“The owner chooses who comes in. I act for the owner.”

RECORD name and description Full name if known, clear description always.

RECORD date, time, duration When issued, how long it runs.

RECORD the incident The specific reason for the ban.

RECORD who authorised it Manager or owner, by name.

PHOTOGRAPH if policy permits Check site policy first.

ASK management to write A verbal ban is valid. Written notice is stronger.

→ Trespass law · p.35 → Occurrence book · p.13037

1

1 · LEGAL POWERSquickref

Same law, different handling

SPECIAL TRESPASS CASES

Vulnerable person? Assess mental health, intoxication and risk before any removal.

Who	What changes	What you do
Protesters	Peaceful protest rights do not extend onto private land	Same removal stages. Blocking access = aggravated trespass: call police.
Rough sleepers	Often vulnerable	Compassion and dignity. Assess vulnerability before any force. Prefer patience over contact.
Former employees	Leaving the job ends implied permission	Ask HR to send written notice of the ban. Refuse entry. Call police if they will not leave.

→ Removal procedure · p.3638

1

1 · LEGAL POWERSmatrix

Only criminal matters can justify arrest

CRIMINAL VS CIVIL

	CRIMINAL	CIVIL
Who acts	The state prosecutes. Police investigate	Person sues person or company. No police
Outcome	Fines, prison	Compensation
Your arrest power	Only if indictable AND all four gates pass	NONE. Ever
Examples	Theft, ABH/GBH, criminal damage, fraud	Simple trespass, contract disputes, debt, negligence

Civil matter in front of you? You still have tools: refuse entry, remove trespassers, ban, document. You just cannot arrest.

→ The four gates · p.18 → Trespass law · p.3539

1

1 · LEGAL POWERSquickref

999, 101, or handle it yourself

WHEN TO CALL POLICE

Life at risk. Crime in progress. Weapons. Person detained. Violence.999

Crime already over, no ongoing threat. Minor damage. Suspicious activity.101

Police will NOT attend	Do this instead
Simple trespass (civil)	Run the removal stages, this section
Customer complaints and disputes	Refer to site management
Parking disputes on private land	Follow the site's parking process
Lost property reports	Log it, store it, follow site process

→ Emergency numbers · p.178 → Removing a trespasser · p.3640

1

1 · LEGAL POWERSquickref

Four rules keep you safe

GDPR ESSENTIALS

Breaking GDPR rules costs fines up to £17.5 million or 4% of turnover. Handle data with care.

COLLECT only what you need If you don't need it, don't record it.

KEEP it secure Locked away or password protected. Always.

DELETE when no longer needed Follow your site's retention policy.

BE transparent Signage and privacy notices tell people they are recorded.

CCTV and video	Written records
Footage, still images, number plates, body-worn video	Names, addresses, contact details, incident reports, visitor logs

GDPR is the law controlling how you collect, store and use personal data. All of the above counts.

LEGAL BASIS · UK GDPR→ CCTV compliance · p.42 → Subject access requests · p.43 → Data breach · p.4441

1

1 · LEGAL POWERSchecklist

Signage and retention

CCTV COMPLIANCE

SIGNS before the camera area Visible before anyone enters the recorded zone.

NAME the data controller The company name, on the sign.

STATE the purpose Why recording happens.

GIVE a contact for enquiries Phone or email on the sign.

SHOW the camera symbol The standard pictogram.

Type	Keep for
Standard CCTV footage	30 days
Incident footage	Until the case is resolved
Incident reports	7 years

These are typical examples only. Check your site's retention policy.

LEGAL BASIS · UK GDPR→ Subject access requests · p.43 → Body-worn video · p.14442

1

1 · LEGAL POWERSchecklist

Anyone can ask for their data

SUBJECT ACCESS REQUESTS

Your company must respond within ONE MONTH. Your job: log it, get details, escalate today.

A SAR is a request for the personal data you hold on someone. It can be verbal. 'Can I see your CCTV of me?' is a valid SAR.

01

LOG the date received The company's one-month clock starts today.

02

TAKE their contact details Name, phone or email.

03

ESCALATE today Data Protection Officer or duty manager.

04

DO NOT handle it yourself Never promise, refuse, or hand over data.

Someone asks for their data

“Thanks. I'll pass this to our data protection team.”

“Can I take your contact details?”

“They will reply within one month.”

LEGAL BASIS · UK GDPR→ GDPR essentials · p.4143

1

1 · LEGAL POWERSchecklist

Your five moves, in order

DATA BREACH RESPONSE

If the breach risks people's rights and freedoms, your company must tell the ICO (Information Commissioner's Office) within 72 hours of becoming aware.

Data breachPersonal data lost, stolen, or seen by someone who should not see it.

01

STOP the breach if safe Close the screen, secure the file, recover the device.

02

REPORT to your supervisor now Immediately, whatever the hour.

03

NOTE the time of discovery The company's 72-hour clock starts now.

04

DOCUMENT the facts What happened, when, what data is affected.

05

PRESERVE evidence Delete nothing. Change nothing.

ICO helpline0303 123 1113

ICO online reportingico.org.uk

LEGAL BASIS · UK GDPR→ GDPR essentials · p.4144

1

1 · LEGAL POWERSquickref

Protect it or lose the case

EVIDENCE: GOLDEN RULES

Contaminated or mishandled evidence can be thrown out of court.

MINIMISE handling Fewer people touching it means less contamination.

DOCUMENT every touch Who handled what, and exactly when.

SECURE the scene Control access immediately.

Type	Examples
Physical	Weapons, clothing, stolen goods
Documentary	Receipts, letters, notes
Digital	CCTV, emails, access logs
Testimonial	Witness accounts, your statement

→ Chain of custody · p.46 → Securing a scene · p.4745

1

1 · LEGAL POWERSfill

Who held it, from find to court

CHAIN OF CUSTODY

Chain of custodyA written record of everyone who handled evidence, from finding it to court.

Item description (detail, serial numbers)

Found by (name)

Location found (exact spot)

Date and time

Every transfer: who, to whom, when, signature

Photograph evidence where it lies before anyone moves it. Include something for scale.

→ Evidence rules · p.45 → Occurrence book · p.13046

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1 · LEGAL POWERSchecklist

Lock it down until police arrive

SECURING A SCENE

01

CORDON the area Tape, barriers, or people standing post.

02

CREATE one way in and out Single entry and exit point.

03

LOG everyone in and out Name, time, reason.

04

TOUCH nothing Move nothing. Clean nothing.

05

PROTECT from weather Cover outdoor evidence without touching it.

06

NOTE the time secured In your notebook, then the occurrence book.

07

BRIEF your relief fully Hand over everything before you leave.

REQUEST CCTV preservation now Before it overwrites.

NOTE cameras and angles Camera numbers covering the scene.

RECORD the time window Exact start and end needed.

DO NOT watch footage first Write your account before viewing anything.

→ Handover · p.128 → Witness statements · p.16847

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1 · LEGAL POWERSchecklist

Before court, and in the box

COURT ATTENDANCE

Stay calm under cross-examination. Never argue with the lawyers.

TELL your employer As soon as the summons arrives.

RE-READ your statement You may refer to it in the box.

REVIEW your original notes The ones made at the time.

DRESS smart and plain Conservative. No branding.

ARRIVE 30 minutes early Bring ID and the witness summons.

TAKE the oath clearly Oath or affirmation, your choice.

LISTEN to the whole question Then answer only that question.

SPEAK slowly to the bench Address the magistrates or jury, not the lawyer.

SAY 'I don't know' when true It is a strong answer, not a weak one.

STICK to what you saw Heard and did. Nothing more.

→ Cross-examination · p.49 → Witness statements · p.16848

1

1 · LEGAL POWERSscript

They test you. Stay steady.

CROSS-EXAMINATION

Defence lawyer challenges your evidence

“Isn't it true that...”

“No. What I saw was...”

“You're lying.”

“No. I am telling the truth.”

“You can't be certain.”

“I am certain because...”

“(a long, confusing question)”

“Could you repeat the question, please?”

TELL the truth, nothing else You are not there to win a conviction.

STICK to your own senses What you personally saw, heard and did.

EXPLAIN plainly No jargon, no abbreviations.

DO NOT volunteer extras Answer the question. Then stop.

→ Court attendance · p.48 → Witness statements · p.16849

1

1 · LEGAL POWERSquickref

Five powers, five limits

LEGAL POWERS DIGEST

Power	Authority and limits
Citizen's arrest	Indictable offence AND all FOUR gates pass. Call 999 at once
Use of force	Necessary, proportionate, reasonable. Last resort
Restraint	Never face down. Chest free. Release at the earliest moment
Search	Consent only. No consent, no search
Remove trespassers	Common law, for the occupier. Ask, warn, wait, minimum force
Ban from premises	Owner's authority. Document fully

Key law: s24A PACE 1984 (citizen's arrest) · s3 Criminal Law Act 1967 (force to prevent crime) · Common law (removing trespassers) · s5(4) Misuse of Drugs Act 1971 (holding drugs for police) · UK GDPR (data). England and Wales law: Scotland differs.

4

Gates must pass before any arrest. When in doubt: OBSERVE · DOCUMENT · CALL POLICE.

LEGAL BASIS · See legislation index→ The four gates · p.18 → Use of force · p.23 → Safe restraint · p.25 → Search by consent · p.29 → Removing a trespasser · p.36 → Banning · p.37 → Legislation index · p.18150

1

2

SECTION 02 · INCIDENTS

Classify fast. Act in the right order.INCIDENTS

Classification and dynamic risk first. Then theft, assault, intoxication, drugs, trespassers and de-escalation. Then weapons, suspicious items, active threat, mental health, missing persons and safeguarding. Fire and newer threats follow. The quick reference closes the section.

2

In this section — tap to open

INCIDENTS51

INCIDENT CLASSIFICATION52

ESCALATION DECISION53

DYNAMIC RISK ASSESSMENT54

THEFT: RESPONSE55

THEFT: THE APPROACH56

THEFT: EVIDENCE57

ASSAULT: RESPOND58

ASSAULT: CLASSIFY59

ASSAULT: VICTIM CARE60

INTOXICATED PERSONS61

INTOXICATED: DECIDE62

SPIKING: SPOT IT63

SPIKING: RESPOND64

DRUG INCIDENTS65

DRUG RECOGNITION66

COUNTY LINES67

TRESPASSERS68

DE-ESCALATION: LEAPS69

DE-ESCALATION SCRIPTS70

WEAPONS: RESPONSE71

BLADES: NO SAFE DISTANCE72

HOSTILE RECONNAISSANCE73

CHALLENGE AND REPORT74

SUSPICIOUS ITEMS: HOT75

SUSPICIOUS ITEMS: 4 CS76

DRONE OVER SITE77

MARTYN'S LAW78

THE FOUR PROTECT ACTIONS79

MARTYN'S LAW: YOUR ROLE80

RUN HIDE TELL81

ARMED POLICE ARRIVE82

FIRE RESPONSE83

EVACUATION ROLES84

ASSEMBLY POINT85

RE-ENTRY RULES86

MENTAL HEALTH CRISIS87

MENTAL HEALTH: DECIDE88

ADULTS AT RISK89

MODERN SLAVERY90

MISSING CHILD91

MISSING PERSONS92

CHILD SAFEGUARDING93

SAFEGUARDING: REPORT94

AFTER THE INCIDENT: YOU95

ASSAULTED AT WORK96

INCIDENTS QUICK REF (1/2)97

INCIDENTS QUICK REF (2/2)98

2 · INCIDENTSmatrix

Four levels. Know yours in seconds.

INCIDENT CLASSIFICATION

Never delay 999 for a Level 1 incident. Call 999 first. Report to your supervisor after.

Level 1 is the most severe. The lower the number, the faster you act.

LEVEL	SEVERITY	EXAMPLES	YOUR RESPONSE
1	CRITICAL	Weapon. Active threat. Fire. Serious injury. Death. Suspicious item. High-risk missing child.	999 NOW. Then control + manager.
2	SERIOUS	Assault with injury. Robbery. Intruder. Citizen's arrest made. Other missing child.	Control + supervisor. Within 5 minutes.
3	MODERATE	Theft, offender gone. Trespasser refusing. Intoxicated person. Dispute. Minor damage. Alarm.	Control room. Within 15 minutes.
4	MINOR	Lost property. Found property. Complaint. Equipment fault.	Log and report when practical.

A missing child is Level 1 if under 10, vulnerable, or abduction is possible. Otherwise Level 2. Escalate the moment a high-risk sign appears or the search stalls.

→ Escalation decision · p.53 → Missing child · p.9152

2

2 · INCIDENTSflowchart

Who to call, in what order

ESCALATION DECISION

Calling the wrong contact first costs minutes. For Level 1, 999 always comes before control.

1Everyone safe? No threat to life?

No weapon, fire, serious injury, active threat or high-risk missing child.

LEVEL 1. Call 999 now. Then control and manager.

▼ YES

2No injury, crime in progress, or missing child?

Assault with injury, robbery, intruder, arrest made: all Level 2.

LEVEL 2. Call control + duty supervisor.

▼ YES

3Everyone calm and cooperative?

Refusing to leave, intoxicated, verbal dispute, minor damage: Level 3.

LEVEL 3. Call control room. Monitor. When resolved, log and report.

▼ ALL YES

LEVEL 4. Log it. Report by end of shift.

ANY NO

CONTACT	WHEN
999	Level 1. Call first, before anyone else.
Control room	Every incident, after any 999 call.
Duty supervisor	Level 2, or control not answering.
Site manager	Levels 1 and 2, media on site, legal issues.

→ Radio procedure · p.157 → Emergency numbers · p.17853

2

2 · INCIDENTSchecklist

The 10-second check before you act

DYNAMIC RISK ASSESSMENT

No task on site is worth your life. When risk beats benefit, withdraw and observe.

Every 'if safe' in this manual means this check. Run it before you approach. Run it again every time something changes.

SPOT the threat

What exactly is the danger? Person, object, place, crowd?

ASK what could go wrong

Picture the worst realistic outcome if you step in now.

WEIGH acting against waiting

Is acting worth the risk? Police may be minutes away.

CHECK your exit

Know your way out before you step in. Keep it behind you.

DECIDE: act, wait, withdraw

Withdrawing to observe is a decision, not a failure. Say so in your report.

New weapon, second person, blocked exit: each one restarts the check. Record what you decided and why. That record protects you in any review.

→ Use of force · p.24 → Report writing · p.17154

2

2 · INCIDENTSflowchart

See all three, or do not approach

THEFT: RESPONSE

Do not chase offenders off site. Your safety and your witness evidence come first.

1Saw them select the item?

Watch continuously. Do not lose sight.

Observe only. Alert control. Do not approach.

▼ YES

2Saw concealment or tag removal?

Into clothing, bag or pram. Price-tag swaps count.

Keep watching. Note description. Do not approach.

▼ YES

3Past the last till without paying?

They must pass the last payment point.

Wait. They may still pay. Stay in sight.

▼ ALL YES

Approach outside, calm and polite, with backup. Script overleaf.

ANY NO

Common signs: working in pairs, oversized or unseasonal clothing. Also repeat visits without buying, and watching staff rather than goods.

LEGAL BASIS · s1 Theft Act 1968→ Citizen's arrest gates · p.18 → Approach scripts · p.5655

2

2 · INCIDENTSscript

Calm words. Outside the store.

THEFT: THE APPROACH

Approaching a suspected shoplifter outside the store

“Excuse me. I'm the security officer for this store. I believe you have items you haven't paid for. Please come with me to the office so we can sort this out.”

“It wasn't me. Prove it.”

“I understand. I saw you conceal the items and walk past the tills. Please come with me, or I will call the police.”

LET them go if they run Do not chase, tackle, grab, or follow in a vehicle.

NOTE direction and description Clothing, features, companions, vehicle and registration.

CALL control with the description

SECURE the CCTV footage Tell control which cameras and times to save.

Your witness evidence is worth more than a struggle. Do not risk injury for stock.

→ Citizen's arrest gates · p.18 → Theft evidence · p.5756

2

2 · INCIDENTSchecklist

If detained, police take over

THEFT: EVIDENCE

Do not chase or use force to recover goods from someone who has left. You have no power once they are off site. You risk committing assault.

01

CALL 999 now A detained person means police must come. Note the exact time of detention.

02

DO NOT search them Police search. You may ask them to show items voluntarily.

03

PHOTOGRAPH items where they lie Do not move them. They are evidence.

04

SECURE CCTV footage

05

GET witness names and numbers

06

WRITE your report this shift Memory fades fast. Facts first, exact words in quotes.

OFFENDER DETAILS	INCIDENT DETAILS
Full description. Name and address if given.	Items taken and their value.
Direction of travel if they fled.	Time of offence. CCTV camera numbers.
Companions and any vehicle.	Witness names and contact numbers.

If they used or threatened force to steal or escape with goods, tell police. That makes it robbery, not just theft.

LEGAL BASIS · s8 Theft Act 1968 (robbery)→ Search needs consent · p.29 → Occurrence book · p.130 → Report writing · p.17157

2

2 · INCIDENTSchecklist

Voice first. Never alone.

ASSAULT: RESPOND

You can become the next victim. Do not step in if the risk check says withdraw.

CALL 999

Say 'assault in progress' and the exact location.

ALERT control, request backup

Wait for backup unless the victim is in immediate danger.

INTERVENE with voice first

From a safe angle. Do not step between them alone.

SEPARATE and preserve

Keep parties apart. Do not clean blood. Bag weapons without touching. Secure CCTV and witnesses.

Verbal intervention, from a safe position

“STOP! Security! The police have been called. Move away from each other NOW.”

→ Dynamic risk check · p.54 → Can you detain? · p.59 → Bleeding control · p.10958

2

2 · INCIDENTSmatrix

One row tells you your powers

ASSAULT: CLASSIFY

A citizen's arrest for a finished offence is lawful only if the offence really happened. If in doubt, let them leave and rely on your evidence.

TYPE	WHAT IT MEANS	YOUR RESPONSE
Common assault	Threat or minor contact. No injury.	Separate parties. Document. Offer victim 101. No power to detain.
ABH	Actual bodily harm. Bruising, cuts, minor fractures.	999. First aid. Detention possible: see below.
GBH	Grievous bodily harm. Serious wounds, broken bones.	999 and ambulance now. Detention possible: see below.
Sexual assault	Unwanted sexual contact or behaviour.	999. Protect the victim. Preserve evidence. See victim care.

Indictable offenceA serious crime that can be tried in Crown Court. ABH, GBH and robbery qualify. Common assault does not.

DETAIN only if ALL four hold:

01

INJURY is ABH or worse An indictable offence. Common assault never qualifies.

02

SAFE to do so Run the dynamic risk check first.

03

NEEDED to stop them Detention must stop escape or further injury.

04

POLICE cannot arrive in time If they can, wait and point them out.

For common assault with no injury: never detain. Record a full description and direction of travel. Secure CCTV. Give police your account.

LEGAL BASIS · s24A PACE 1984; s39 Criminal Justice Act 1988→ Citizen's arrest gates · p.18 → Restraint safety · p.2559

2

2 · INCIDENTSchecklist

Safety, warmth, dignity

ASSAULT: VICTIM CARE

For sexual assault, the victim's dignity and the evidence come before everything else you do.

MOVE victim somewhere safe Only if needed and they can move.

ASSESS injuries, call ambulance Call for anything you cannot rule out. Head injuries hide.

GIVE first aid within training

KEEP them warm and reassured Never leave a victim alone.

Reassuring the victim

“You're safe now. Help is on the way. I'm going to stay with you. Is there anyone you'd like me to contact?”

SEXUAL ASSAULT: private room now Offer a same-gender officer if available.

DO NOT ask for detail Police specialists take the account. You just keep them safe.

ADVISE: do not wash or change Washing, showering or changing clothes destroys evidence.

RECORD only the basics Time reported, who reported it, officers attending. Nothing more.

→ Bleeding control · p.109 → Witness statement · p.16860

2

2 · INCIDENTSquickref

Drunk, drugged, or ill?

INTOXICATED PERSONS

Intoxication can mask a medical emergency. Head injury and diabetes can mimic drunkenness. If unsure, treat as medical.

ASSESS: drunk or medical?

Can they answer simple questions? Any fall, head knock, medication, diabetes?

POSITION at an angle

Do not block their exit. Keep your own.

SPEAK slowly and simply

One short sentence at a time. No lecturing, no mocking.

OFFER water, a seat, help

Then decide: can they leave safely? Next page.

ALCOHOL SIGNS	DRUG SIGNS
Slurred speech. Unsteady on feet.	Pinpoint or dilated pupils.
Smell of alcohol.	Extreme energy or extreme drowsiness.
Glazed, bloodshot eyes.	Paranoia, sweating, jaw clenching.

→ Decide: eject or help · p.62 → Recovery position · p.10661

2

2 · INCIDENTSflowchart

Can they leave safely?

INTOXICATED: DECIDE

You can be liable if someone you eject comes to harm. Never eject a person into danger.

1Awake, answering, no injury signs?

Rousable, knows where they are, no head knock, breathing normally.

Treat as medical. Call 999. Recovery position if unresponsive and breathing.

▼ YES

2Can they walk unaided?

Steady enough to leave without falling.

Do not eject. Sit them somewhere safe. Stay with them. Call an ambulance if they worsen.

▼ YES

3Safe for them outside?

Not freezing, no busy road, coat on, not alone if vulnerable.

Do not eject into danger. Keep them warm. Arrange a taxi, a friend, or an ambulance.

▼ ALL YES

Assist them out. Offer a taxi or a friend's collection. Log it.

ANY NO

Asking an intoxicated person to leave

“Hello, I'm security here. Are you okay? Is there someone I can call for you?”

“I can see you've had a few drinks. I need you to leave now. Shall I call you a taxi, or is someone collecting you?”

→ Recovery position · p.106 → De-escalation · p.6962

2

2 · INCIDENTSquickref

Looks drunk. May be a crime.

SPIKING: SPOT IT

Eject a spiked person as a drunk and you hand them to their attacker. Rule out spiking first.

SpikingGiving someone alcohol or drugs without their knowledge or consent. Drinks, food, vapes and needles all count. Spiking is a crime.

SUDDEN collapse or confusion Far more affected than their drinks could explain. Rapid change over minutes.

SYMPTOMS after one drink Friends say 'they have only had one or two'. Believe them.

LOSS of muscle control Cannot stand, slurred speech, blurred vision, nausea, blackouts.

MEMORY gaps, vacant stare Confused about where they are. Unusually compliant with a stranger.

SOMEONE steering them out A person they do not seem to know insists on leaving together.

If in doubt, treat it as spiking. The standard 'assist exit, call a taxi' response is the wrong response here.

LEGAL BASIS · Offences Against the Person Act 1861 s.24; Crime and Policing Act 2026 (commencement pending)→ Spiking: respond · p.6463

2

2 · INCIDENTSchecklist

Victim first. Evidence second.

SPIKING: RESPOND

Spiking drugs leave the body fast. Act now or the evidence is gone.

STAY with them

Somewhere safe and staffed. Never alone. Never with the suspected spiker.

GET medical help

Unresponsive, vomiting or struggling to breathe: call 999 now.

KEEP the drink

Bag the glass or bottle. Do not tip it away or wash it.

SECURE the CCTV

Save footage of the victim, their drink, and everyone near it.

FIND the suspect

Still in the venue? Point them out to police. Do not confront alone.

REPORT and record

Police, control, occurrence book. Encourage the victim to report and get tested early.

• I believe you. This is not your fault.
• We will keep your drink for the police.
• Is there someone I can call to stay with you?

• You've just had too much.
• Off you go, get a taxi.
• Are you sure? You seem fine to me.

LEGAL BASIS · Offences Against the Person Act 1861 s.24; Crime and Policing Act 2026 (commencement pending)→ Recovery position · p.106 → Witness statement · p.16864

2

2 · INCIDENTSchecklist

Never touch. Always document.

DRUG INCIDENTS

Never touch drugs or needles with bare hands. Use gloves or slide paper underneath.

01

PHOTOGRAPH drugs where they lie Do not move them first. Drugs already seized in a search are handled differently: seize, seal, hand to police.

02

SECURE the area Limit access until police arrive or control decides.

03

CALL police 999 for a large quantity or dealing. 101 for a small find.

04

RECORD who found it, when, where

05

DO NOT try to identify it Never taste, sniff or handle a substance.

DEALING SEEN: do not approach Observe from a safe distance only.

NOTE all parties Descriptions, times, locations, vehicles, direction of travel.

SECURE CCTV footage

CALL 999 Supply is a serious offence. Scales, cash and many small bags suggest dealing.

LEGAL BASIS · Misuse of Drugs Act 1971→ Drugs found in a search · p.33 → Drug recognition · p.66 → Unresponsive person · p.10165

2

2 · INCIDENTSquickref

What you might see

DRUG RECOGNITION

SUBSTANCE	LOOKS LIKE	USER SIGNS
Cannabis	Green or brown plant matter. Distinctive smell.	Red eyes, slow speech, hungry.
Cocaine / crack	White powder or small 'rocks'.	Hyperactive, dilated pupils, sniffing.
Heroin	Brown or white powder. Foil, needles.	Pinpoint pupils, drowsy, 'nodding'.
MDMA / ecstasy	Coloured pills, crystals, powder.	Jaw clenching, sweating, euphoric.

LOOK for paraphernalia Small bags with residue. Rolled notes, straws, cut cards.

LOOK for burnt foil, pipes Also needles, syringes and spoons: do not touch.

SCALES + cash + small bags That pattern points to dealing, not use. Call 999.

→ Drug incident response · p.65 → Unresponsive person · p.10166

2

2 · INCIDENTSquickref

Children used to move drugs

COUNTY LINES

County linesGangs using children and vulnerable adults to move and sell drugs, often far from home, controlled through phone lines.

YOUNG person, older company Controlling adults who are not family. The child looks anxious or coached.

TRAVELLING at odd hours School time, late night. Loitering at stations or hotels, unsure of the address.

MULTIPLE phones and cash Handsets that keep ringing. Unexplained cash, rooms paid for in cash.

REPEATED appearances At your site for days, then missing, then back. New unexplained belongings.

Treat the young person as a victim, not an offender. Do not detain or confront. Report to control and your safeguarding lead. Call 999 if they are at risk now, otherwise 101.

→ Adults at risk · p.89 → Occurrence book · p.13067

2

2 · INCIDENTSquickref

Who is in front of you?

TRESPASSERS

Once they are off site your authority ends. Do not pursue or follow.

Ask them to leave on the occupier's behalf. Trespass alone is civil, not criminal. The law and full removal procedure are on p.34 and p.35.

TYPE	YOUR APPROACH
Accidental	Redirect politely. Usually a confused visitor.
Rough sleeper	Check wellbeing first. Offer shelter information. Vulnerability check before any removal.
Protesters	Civil trespass unless they obstruct or disrupt lawful activity, such as deliberately blocking access. Then call police, describe their actions, and let police decide the offence.
Former staff	Access ended with the job. Firm and professional. Involve HR in any dispute.
Banned person	Confirm identity if safe. Remind them of the ban. Ask them to leave. Document. Police if they refuse.

CHECK before any forced removal Weather. Mental state. Intoxication. Mobility. Age and vulnerability.

IF vulnerable, do not force Get your supervisor, welfare services or police instead.

Aggravated trespassTrespassing plus deliberately obstructing, disrupting or intimidating people doing something lawful. A criminal offence: police deal with it.

LEGAL BASIS · s68 Criminal Justice and Public Order Act 1994→ Removal procedure and law · p.36 → Asking someone to leave · p.163 → Dynamic risk check · p.5468

2

2 · INCIDENTSquickref

Talk first. Force is last.

DE-ESCALATION: LEAPS

Force you could have avoided is force you must justify. De-escalation is always your first response.

LISTEN

Let them speak. Do not interrupt. Show you are paying attention.

EMPATHISE

'I understand you're frustrated.' Acknowledge the feeling, not the behaviour.

ASK

'What would sort this out for you?' Questions lower the temperature.

PARAPHRASE

'So what you're saying is...' Proves you listened.

SUMMARISE

'Here's what I can do.' Offer a way forward.

DO	DON'T
Stand at a 45 degree angle.	Square up face-on.
Open palms, relaxed hands.	Cross arms or point a finger.
Keep a safe distance.	Invade personal space.
Low, calm, slow voice.	Match their volume.
Say 'and'.	Say 'but' or 'calm down'.

→ De-escalation scripts · p.70 → Use of force · p.2469

2

2 · INCIDENTSscript

Always give them a way out

DE-ESCALATION SCRIPTS

Angry person, rising voice

“Hello, I'm [name] from security. I can see you're upset. How can I help?”

“They keep shouting.”

“I want to help you. I need you to lower your voice so we can talk.”

“They make threats.”

“I hear that you're frustrated. I can't accept threats. Let's find a solution.”

“They need a way out.”

“Why don't we step over here where it's quieter and sort this out?”

Final warning. Choose ONE line. Say it exactly as printed.

“I've tried to resolve this. If this behaviour continues, I will ask you to leave.”

“I've tried to resolve this. If this behaviour continues, I will call the police.”

WATCH for violence signs Clenched fists, reddening face, pacing.

WATCH the target glance Looking at where they plan to strike. Step back, create distance.

WATCH for squaring up Removing jacket, chest out. Withdraw and call backup.

→ LEAPS model · p.69 → Refusing entry script · p.16070

2

2 · INCIDENTSchecklist

Level 1. Distance and 999.

WEAPONS: RESPONSE

You cannot outfight a weapon. Do not approach anyone with a weapon. Call 999 immediately.

DO NOT approach

Withdraw. Put solid barriers between you and them. Keep an escape route.

CALL 999

Say 'person with a weapon'. Give location, weapon type, numbers, descriptions, direction of travel.

EVACUATE and contain

Move people away from the danger zone. Let no one wander in.

OBSERVE only from hard cover

Only if fully protected. For a blade, do not observe: leave. Next page.

DROPPED weapon: do not touch Note position. Clear the area. Guard it from a distance.

WAIT for the police all-clear Approach casualties only when police confirm the threat is over.

GIVE first aid within training Move casualties only if they are in danger where they lie.

KEEP witnesses together Collect contact details. Ask your supervisor to arrange trauma support.

→ Blades: no safe distance · p.72 → Run Hide Tell · p.81 → Bleeding control · p.10971

2

2 · INCIDENTSmatrix

Distance buys time. It is not safety.

BLADES: NO SAFE DISTANCE

Do not observe or challenge a person with a blade from any range. Leave, direct others away, call 999. If an attack develops, follow Run, Hide, Tell.

There is no safe distance from a blade. An attacker covers 9 metres (30 feet) in under 2 seconds. Create distance, but never rely on it. Put locked doors, counters or vehicles between you. Keep an escape route at your back. Withdraw.

WEAPON	THREAT	YOUR RESPONSE
Firearm	Critical. Long range.	999. Run, Hide, Tell.
Knife or blade	Critical. Close range.	999. No safe distance: withdraw behind barriers. Evacuate.
Blunt object	Serious. Close range.	999. Keep distance and barriers. De-escalate by voice only.
Concealed	Unknown. Treat as serious.	999. Do not challenge. Monitor from cover.

SPOT concealment signs Repeated waistband checks. One arm held stiffly. Uneven clothing bulge.

SPOT more signs Hand on hip while running. Coat kept on in a warm venue.

→ Run Hide Tell · p.81 → Weapons response · p.7172

2

2 · INCIDENTSquickref

Attackers visit before they attack

HOSTILE RECONNAISSANCE

Hostile reconnaissanceInformation gathering by someone planning an attack: checking targets, security and escape routes before the day.

FILMING cameras or entrances Photographing CCTV positions, doors, fences and guard posts, not the sights.

TESTING your response Leaving bags, probing doors, setting off alarms, timing how fast you react.

ODD questions Staff numbers, shift changes, what happens after hours, event capacity.

REPEAT visits, no purpose Same person or vehicle at odd times. Loitering with sightlines to entrances.

AVOIDING staff Moves away when you approach. Changes behaviour near cameras.

Suspicion comes from behaviour, never from race, religion, age or dress. Alert, friendly, visible staff make attackers pick another target.

→ Challenge and report · p.74 → Suspicious items · p.7573

2

2 · INCIDENTSscript

Customer service is a security tool

CHALLENGE AND REPORT

Person filming entrances or loitering repeatedly

“Hello! Can I help you? Are you looking for something?”

“Just waiting for someone.”

“No problem. I'm around if you need anything.”

“Why are you asking?”

“Part of my job to say hello. Give me a shout if you need directions.”

STAY friendly and visible

You are deterring, not accusing. Note how they react to being noticed.

TELL control now

Description, location, behaviour, direction. Ask CCTV to track and save footage.

CALL 999 if alarming now

Person still on scene and behaviour threatening? Police, immediately.

REPORT it afterwards

Anti-Terrorist Hotline 0800 789 321, online at gov.uk/ACT, or 101.

LOG everything

Times, descriptions, vehicle plates, exact behaviour, in the occurrence book.

→ Suspicious items · p.75 → Occurrence book · p.13074

2

2 · INCIDENTSflowchart

Most unattended items are lost property

SUSPICIOUS ITEMS: HOT

Do not handle, open, move or tamper with the item. Ever.

1Out in the open?

H = HIDDEN. Deliberately concealed items are suspicious.

Treat as suspicious. Go to the 4 Cs, next page. Do not touch.

▼ YES

2Looks ordinary? No wires, batteries, tape, liquids or putty?

O = OBVIOUSLY SUSPICIOUS. Wires, circuit boards, batteries, tape, liquids, putty.

Treat as suspicious. 4 Cs. Move people away now.

▼ YES

3Typical for this location?

T = TYPICAL. Lost luggage and deliveries are normal in many venues.

Treat as suspicious. 4 Cs. Clear the area.

▼ ALL YES

Treat as lost property. Follow site procedure. Log it.

ANY NO

POSTED item warning signs Unexpected delivery. No return address. Vague or misspelled label.

MORE warning signs Excessive tape. Heavy for its size. Stains, oily marks, odours.

TREAT sounds as suspicious Ticking or buzzing: clear the area and go to the 4 Cs.

→ The 4 Cs response · p.7675

2

2 · INCIDENTSchecklist

Confirm. Clear. Communicate. Control.

SUSPICIOUS ITEMS: 4 CS

Radio and mobile phone signals can trigger a device. No transmissions within 15 metres of the item.

CONFIRM it is suspicious

Use the HOT assessment, previous page.

CLEAR the area

At least 100m for a bag. 200m for a car or wheelie bin. 400m for a van or lorry.

COMMUNICATE: call 999

Move out of line of sight, behind hard cover, then call. Then notify control.

CONTROL the cordon

No one goes back in until police declare the item safe.

STAY out of line of sight Behind hard cover. Away from glass and parked vehicles.

PICK routes away from the item Do not default to fire routes or assembly points that pass near it.

DISPERSE, do not assemble A fixed crowd can be the target of a second device.

NO lifts, no fire alarm The alarm sends crowds along fixed routes, possibly past the item.

ACCOUNT for staff and visitors

Tell police: exact location, size and description. Add who found it and when, any sounds or smells, and evacuation status.

→ HOT assessment · p.75 → Fire evacuation (contrast) · p.83 → Emergency numbers · p.17876

2

2 · INCIDENTSquickref

Report it. Never touch it.

DRONE OVER SITE

Bringing down a drone is a crime, even over your own site. In law it is an aircraft.

• Watch and record: times, flight path, what it hovers over
• Photograph or film the drone from the ground
• Look for the operator: they are usually within sight of it
• Report to control and police

• Shoot at, throw at, net or grab it
• Jam or block its signal
• Detain the operator or seize their controller or phone
• Ignore it because it flew away

TRACK it

Times, direction, height, hovering points, camera angle. Video helps police.

FIND the operator

Scan roads and high ground nearby. Note description and vehicle plate.

CALL police

999 if it endangers people, aircraft or a crowded event. Otherwise 101.

TELL control and log it

Repeat visits can be hostile reconnaissance. Say so in your report.

LEGAL BASIS · Air Navigation Order 2016; Wireless Telegraphy Act 2006→ Hostile reconnaissance · p.73 → Occurrence book · p.13077

2

2 · INCIDENTSmatrix

Prepare for attack. It is the law.

MARTYN'S LAW

Know your site's tier and your part in its plan. Public venues must prepare for terrorist attack. The plan only works through officers who know it.

TIER	WHERE	MUST HAVE
STANDARD	200 to 799 people may be present	Notify the SIA. Procedures for evacuation, invacuation (moving people inside to safety), lockdown and communication.
ENHANCED	800 or more	All of that, plus security measures to reduce vulnerability, documented plans, and a named senior lead.

The law is named after Martyn Hett, killed in the Manchester Arena attack in 2017. The SIA is the regulator. Enforcement is expected from 2027. Good sites are drilling now. Learn your part before the law requires it.

LEGAL BASIS · Terrorism (Protection of Premises) Act 2025→ The four protect actions · p.79 → Your role · p.80 → Legislation index · p.18178

2

2 · INCIDENTSmatrix

Which action, when

THE FOUR PROTECT ACTIONS

The wrong action can move people towards the attack. Match the action to where the threat is.

InvacuationBringing people inside, into a safer part of the building, when the danger is outside.

THREAT	ACTION
Attack outside or nearby	INVACUATE. Bring people in. Keep them away from doors, windows and glass.
Attack inside the building	EVACUATE away from the threat. Run, Hide, Tell.
Attacker trying to get in	LOCKDOWN. Lock and barricade entry points. People low, quiet, away from doors.
Every case	COMMUNICATE. Tell people what to do, calmly and clearly. Update control and 999.

A suspicious item is different. Use the package-page distances and routes. Never the fire routes.

LEGAL BASIS · Terrorism (Protection of Premises) Act 2025→ Active threat · p.81 → Suspicious items · p.7579

2

2 · INCIDENTSchecklist

Know the plan before you need it

MARTYN'S LAW: YOUR ROLE

KNOW your tier Ask your supervisor: standard or enhanced? Who is the responsible person?

KNOW the four actions Where does your site invacuate? What locks down? Who decides?

WALK the ground Exits, lockable rooms, refuges, muster areas. Learn them on quiet shifts.

DRILL when offered Rehearsed actions survive stress. Unrehearsed plans do not.

REPORT gaps Broken locks, blocked exits, dead radios. In writing, to your supervisor.

ACT confidently on the day The public follows the calmest voice. Make it yours.

You are not the responsible person in law. Whoever controls the venue holds that duty. But their plan only works through you.

LEGAL BASIS · Terrorism (Protection of Premises) Act 2025→ Active threat · p.81 → Legislation index · p.18180

2

2 · INCIDENTSchecklist

Someone is causing serious harm now

RUN HIDE TELL

Your survival comes first. You cannot help anyone if you are a casualty.

RUN

If a safe route exists, go. Leave belongings. Bring others who will come. Spread out from exits.

HIDE

Cannot run? Lock or barricade a room. Lights off. Phone silent, vibrate off. Stay low. Open for no one.

TELL

When safe, call 999. Whisper if you must. Location, attackers, weapons, descriptions. Stay on the line if safe.

999

Call when safe. Whisper if you must.

→ When armed police arrive · p.82 → Lockdown and invacuation · p.7981

2

2 · INCIDENTSchecklist

They cannot tell friend from attacker

ARMED POLICE ARRIVE

Armed officers may point weapons at you. Follow every command exactly and instantly.

STOP what you are doing

HANDS visible at all times Empty, open hands. Do not hold up a phone, radio or torch.

DO NOT run toward them

NO pointing, no sudden moves

OBEY every command immediately

EXPECT suspect treatment Police may treat you as a suspect at first. Stay calm. It passes.

TELL 999: THE THREAT	TELL 999: THE LOCATION
How many attackers.	Building address and entry points.
Weapons seen.	Floor or area they are in.
Descriptions and direction.	How many people are on site.

Your job is to survive and to inform. Do not confront.

→ Run Hide Tell · p.8182

2

2 · INCIDENTSflowchart

The first 60 seconds

FIRE RESPONSE

Smoke kills. Raise the alarm before anything else.

RAISE the alarm

Nearest call point. Shout 'Fire, fire, fire' as you go.

CALL 999

Never assume others have. Give address, floor, what burns.

START the evacuation

Nearest safe exit. Radios are safe to use in a fire.

1Small fire, trained on this extinguisher, clear exit behind you?

Waste-bin size, not spreading. Right class for what burns. Fire never blocks your way out.

LEAVE. Close doors behind you.

▼ YES

2Ordinary materials burning (paper, wood, fabric)?

Battery, gas or chemical fire? Never tackle it: toxic gas, violent reignition.

GET OUT. Stay out. 999.

▼ ALL YES

One extinguisher, one attempt. Still burning? Leave and close the door.

ANY NO

LEGAL BASIS · Regulatory Reform (Fire Safety) Order 2005→ Evacuation roles · p.84 → Emergency numbers · p.17883

2

2 · INCIDENTSchecklist

You are the fire marshal now

EVACUATION ROLES

People die going back for coats and laptops. Keep everyone moving out.

DIRECT people out Nearest safe exit, not the door they came in. Keep them moving.

SWEEP your zone if assigned Toilets, meeting rooms, stores. Close doors behind you. Do not lock them.

NO lifts Stairs only. Lifts can stop at the fire floor or trap people.

HELP those who need it Follow their PEEP. Take wheelchair users to the refuge: the protected area by the stairs.

REFUSERS: do not force Warn once, note who and where, move on. Tell fire crews immediately.

PEEPPersonal Emergency Evacuation Plan: a pre-agreed plan for anyone who cannot leave the building unaided.

A suspicious item is not a fire. Use different routes and distances. No radios or phones within 15 metres of the item.

LEGAL BASIS · Regulatory Reform (Fire Safety) Order 2005→ Assembly point · p.85 → Suspicious items · p.75 → Getting someone to leave · p.16384

2

2 · INCIDENTSchecklist

Count, report, hold the line

ASSEMBLY POINT

Fire crews will risk their lives for anyone unaccounted for. Make your count accurate.

TAKE charge on arrival

High-vis on, voice up. Keep people together and off the road.

COUNT and roll call

Staff lists, visitor book, signing-in sheets. Note exactly who is missing.

REPORT to fire crews

Who is unaccounted for and where last seen. Refuge occupants first.

KEEP access clear

Move crowds and cars away from gates and hydrants for the fire engines.

STOP re-entry

Nobody goes back, for anything. Stand where you can see the doors.

Meet the first fire engine. Tell them: what is burning and where, who is missing, hazards on site (gas, chemicals, batteries), and where the hydrants are.

→ Re-entry rules · p.8685

2

2 · INCIDENTSquickref

Only the fire service says safe

RE-ENTRY RULES

People die going back inside. Fire can reignite and floors can fail after flames seem out.

• Allow re-entry after the fire and rescue service confirms the building is safe
• Let the responsible person then stand the site down, and log the time
• Allow re-entry after a confirmed false alarm, once the cause is found and logged

• Let anyone back in for belongings, bags, phones or pets
• Silence or reset the alarm before the cause is known
• Declare the building safe yourself, whatever the pressure from managers

Sample occurrence book entry

14:22 Fire alarm, Zone 3 (kitchen). Evacuated approx 180 to car park assembly point. All accounted for 14:31. Brigade arrived 14:33. Burnt toast, no fire. Alarm reset by engineer 14:50. Re-entry authorised by brigade and duty manager 14:52.

LEGAL BASIS · Regulatory Reform (Fire Safety) Order 2005→ Fire response · p.83 → Occurrence book · p.13086

2

2 · INCIDENTSquickref

A health event, not misconduct

MENTAL HEALTH CRISIS

A mental health crisis is acute psychological distress. Slow everything down. Give space. Move slowly. One officer talks, not a crowd. No touching without permission.

RECOGNISE the signs Talking to voices. Extreme fear or paranoia. Confusion about time and place.

LOOK for harm signs Self-harm marks. Extreme mood swings. Talk of suicide or death.

CHECK self-care Unable to look after themselves: get help, do not eject.

• How can I help you?
• Take your time. I'm listening.
• You're not in any trouble.

• Calm down.
• Snap out of it.
• That's not real. There's nothing there.

→ Decide: danger or support · p.88 → De-escalation · p.6987

2

2 · INCIDENTSflowchart

Danger, or support?

MENTAL HEALTH: DECIDE

Take any mention of suicide seriously. Ask directly. Stay with them until help takes over.

1No danger to anyone right now?

No weapon, no self-harm happening, no immediate suicide risk.

Call 999. Ask for ambulance, plus police if violent. Stay with them. Clear space around them.

▼ YES

2Can they keep themselves safe?

Oriented, responding, someone to go to, no suicide talk.

Do not leave them alone. Call NHS 111 for the crisis team. Inform control.

▼ ALL YES

Support them. Stay calm and patient. Help them contact family or Samaritans. Log it.

ANY NO

If they mention suicide, ask directly

“I'm concerned about you. Are you thinking about hurting yourself? I'm here to help, not judge. Let me get you some support.”

Samaritans (free, 24/7)116 123

NHS crisis team111

Immediate danger999

→ Recognition and approach · p.8788

2

2 · INCIDENTSquickref

Safeguarding is not just children

ADULTS AT RISK

Do not investigate. Your job is to notice, record and report.

OBSERVE

Note what you see and hear. Do not question or investigate.

RECORD

Exact words, times, injuries seen. Facts, not opinions.

REPORT

Supervisor and site safeguarding lead today. 999 if they are in danger now.

Adult at riskAn adult who needs care and support, is being abused or neglected or at risk of it, and cannot protect themselves because of those needs (Care Act 2014).

CONFUSED and alone Dementia wanderers: lost, cold, dressed wrongly for the weather. Stay with them.

SOMEONE controls them Another person speaks for them, holds their money, cards or documents.

UNEXPLAINED injuries or fear Bruises, burns, flinching, fear of a partner, carer or relative.

SELF-NEGLECT Unkempt, malnourished, unable to manage basic needs or medication.

LEGAL BASIS · Care Act 2014 s.42→ Modern slavery signs · p.90 → Occurrence book · p.13089

2

2 · INCIDENTSquickref

Hidden in plain sight

MODERN SLAVERY

Never confront the suspected controller. You could endanger the victim and destroy the evidence.

NO documents or money Someone else holds their passport, ID or wages.

ESCORTED everywhere Dropped off and collected. Never alone. Someone else answers for them.

FRIGHTENED and evasive Scared of authority. Story does not add up or sounds rehearsed.

POOR physical condition Untreated injuries, unkempt, same clothes daily, sleeping at the workplace.

CONTROLLED work gangs Vans of workers, car washes, sites where workers seem watched.

You do not need to be sure. Report what you see. The helpline is confidential, open 24 hours, and can act on concerns.

Modern Slavery Helpline (24/7)08000 121 700

Police, danger now999

Police, non-emergency101

LEGAL BASIS · Modern Slavery Act 2015→ Adults at risk · p.8990

2

2 · INCIDENTSchecklist

The first minutes decide it

MISSING CHILD

The first minutes decide an abduction. Call 999 at once if the child is under 10, vulnerable, or abduction is possible. There is no minimum search time.

GET description, last seen

Age, clothing, hair, where and when last seen, who with.

CALL 999 now if high risk

Under 10, vulnerable, or abduction possible. The search continues while you call.

ALERT all staff by radio

Broadcast the description. Assign search areas.

MONITOR every exit

Staff on doors. CCTV on unstaffed and fire exits. Watch anyone leaving with a matching child.

SEARCH systematically

Start at last seen. Expand outward. Toilets, play areas, car parks first. Re-check: people move.

CALL 999 if not quickly found

No fixed waiting period. Police accept a report immediately.

• Monitor exits and observe everyone leaving
• Engage verbally to delay: 'Excuse me, could you help us for a moment?'
• Note descriptions, direction of travel, vehicle details
• Call 999 immediately if you believe a child is being taken

• Physically detain, block or restrain members of the public
• Blockade the doors: monitor, do not imprison
• Accuse anyone without evidence

→ Missing adults and risk · p.92 → Safeguarding concerns · p.9391

2

2 · INCIDENTSmatrix

Risk decides your speed

MISSING PERSONS

RISK	WHO	YOUR RESPONSE
HIGH	Child with any escalating factor: very young, possible abduction, disability, medical needs, exploitation risk. Any vulnerable adult.	999 now. Monitor exits. Search while you call.
MEDIUM	Any other missing child. Adults with health or welfare concerns.	Search at once. Call 999 without delay if not quickly found.
LOW	Adults only: no vulnerability, likely just separated.	Search and log. Call police if concern grows.

01

GET description and last seen Name, age, build, hair, clothing, distinguishing features, who with.

02

ASK about vulnerabilities Medication, dementia, distress, threats to harm themselves, where they might go.

03

ALERT staff by radio, search Start at last seen. Expand outward. Re-check areas.

04

CALL police 999 for any vulnerability. Police accept reports immediately: never wait 24 hours.

05

WHEN FOUND: stay until reunited Verify who collects a child. Stand down exit monitoring. Tell all searchers. Report.

A child is anyone under 18. Treat every missing child as time-critical, whatever their age. Police never grade a missing child low risk. You never make the formal grading: when in doubt, treat as high risk.

LEGAL BASIS · Children Act 1989 s105 (child = under 18)→ Missing child actions · p.91 → Occurrence book · p.13092

2

2 · INCIDENTSquickref

See it. Report it. Never probe it.

CHILD SAFEGUARDING

A child stays at risk while you hesitate. Report concerns at once. Never investigate yourself.

ABUSE	WHAT IT CAN LOOK LIKE
Physical	Hitting, shaking, burning. Unexplained bruises, burns or fractures.
Emotional	Constant criticism, threats, rejection. Withdrawn, fearful or aggressive child.
Sexual	Any sexual act with a child. Sexual knowledge beyond their age.
Neglect	No food, shelter or supervision. Poor hygiene. Wrong clothing for the weather.

WATCH for fear of going home

NOTE a child left unsupervised Alone for long periods, or out very late alone.

→ How to respond and report · p.94 → Missing child · p.9193

2

2 · INCIDENTSchecklist

Observe. Record. Report.

SAFEGUARDING: REPORT

Never promise confidentiality. Never contact the alleged abuser. Describe injuries in writing: never photograph a child.

OBSERVE

Note what you see. Do not investigate or question anyone.

RECORD

Write exactly what you saw or heard. Exact words. Date, time, place, who. Keep notes secure.

REPORT

Tell your supervisor and the safeguarding lead today. Never sit on it.

• You've done the right thing telling me.
• I take what you say seriously.
• I need to tell someone who can help keep you safe.

• I promise I won't tell anyone.
• Are you sure? Did they really do that?
• Tell me the whole story again.

Police (emergency)999

Police (non-emergency)101

NSPCC helpline0808 800 5000

Childline (for children)0800 1111

Local children's servicesWrite yours here on day one: ____________

→ Abuse types and signs · p.93 → Report writing · p.17194

2

2 · INCIDENTSquickref

Post-incident reactions are normal

AFTER THE INCIDENT: YOU

GET checked

Injuries first, including ones that 'seem fine'. Adrenaline hides pain.

WRITE your report now

Memory is evidence and fades fast. Facts first, feelings later.

TALK to someone

Supervisor, a TRiM assessor if your firm has them, a colleague you trust.

WATCH yourself for a month

Reactions usually settle within four weeks. If not, get help.

TRiMTrauma Risk Management: trained colleagues who check in after bad incidents and point you to support. Peer support, not therapy, not a fitness test.

Normal for a few weeks: poor sleep, replaying it, jumpiness, guilt. Get help if it lasts past four weeks, gets worse, or you drink to cope. Talk to your GP. Your employer's EAP offers free confidential counselling. Or call Samaritans on 116 123.

→ Report writing · p.171 → Assaulted at work · p.9695

2

2 · INCIDENTSchecklist

A crime, not part of the job

ASSAULTED AT WORK

Unreported assaults teach offenders they can do it again. Report every single one.

GET safe, get first aid

You are the casualty now. Let someone else hold the scene.

CALL police

999 if the offender is still there. 101 afterwards. Always report.

PRESERVE the evidence

Body-worn video, CCTV, torn clothing, witness names. Same standard as any assault.

TELL your employer

Accident book and incident report. Serious injury goes to the safety regulator (RIDDOR) via your employer.

WRITE your statement

Exact words, blows, injuries. You are the victim and the key witness.

CHECK yourself afterwards

Use the welfare page. Reactions after an assault are normal.

The Crime and Policing Act 2026 creates a standalone offence of assaulting a retail worker. It is not yet in force and covers retail premises only. On any site, assaulting you is already a crime. Your report is what makes the law bite.

LEGAL BASIS · Crime and Policing Act 2026 s.45 (assault of a retail worker; commencement pending)→ After the incident: you · p.95 → Body-worn video · p.144 → Witness statement · p.16896

2

2 · INCIDENTSquickref

One line per incident

INCIDENTS QUICK REF (1/2)

INCIDENT	KEY ACTIONS
Theft	Observe → Confirm all three → Approach outside → Police
Assault	999 → Backup → Separate → First aid → Evidence
Intoxicated	Medical check → Calm approach → Decide: safe to leave? → Duty of care
Spiking	Believe them → Stay with them → Keep the drink → 999 if unwell
Drugs	Don't touch → Secure area → Police → Document
Trespasser	Ask to leave → Vulnerability check → Removal per p.35 → Police if needed
Aggression	LEAPS → Angle and space → Give a way out → Final warning
Weapons	DO NOT APPROACH → 999 → Evacuate → Contain. Blade: no safe distance
Suspicious item	HOT: Hidden? Obvious? Typical? → 4 Cs → 999
Active threat	RUN → HIDE → TELL (999)
Lockdown / invacuation	Threat outside: INVACUATE → Inside: EVACUATE → Getting in: LOCKDOWN → Communicate

Fire, people at risk, hostile activity and your own welfare: next page.

→ Theft · p.55 → Assault · p.58 → Intoxicated · p.61 → Spiking · p.63 → Drugs · p.65 → Trespasser · p.68 → De-escalation · p.69 → Weapons · p.71 → Suspicious item · p.75 → Active threat · p.81 → Lockdown / invacuation · p.79 → Quick ref (2/2) · p.9897

2

2 · INCIDENTSquickref

One line per incident

INCIDENTS QUICK REF (2/2)

INCIDENT	KEY ACTIONS
Fire	Raise alarm → Evacuate → 999 → See fire pages
Mental health	Calm → Space → Support → 999 if danger
Missing child	Description → Monitor exits → Search → 999: no waiting if high risk
Missing adult	Description → Search → 999 if vulnerable
Safeguarding: child	Observe → Record → Report → Never investigate
Adult at risk	Observe → Record → Report → 999 if danger now
Modern slavery	Spot signs → Do not confront → Helpline 08000 121 700 → 999 if danger
County lines	Victim, not offender → Do not detain → Safeguarding lead → 999 or 101
Hostile reconnaissance	Engage friendly → Tell control → Log → 999, or 0800 789 321 after
Drone over site	Track → Never touch → Find operator → 101, or 999 if danger
Assaulted at work	Get safe → First aid → Always report to police → Welfare check

Every incident: observe, document, report, escalate if needed. You have limited powers. When in doubt: observe, document, call police, and call for backup.

→ Fire · p.83 → Mental health · p.87 → Missing child · p.91 → Missing persons · p.92 → Safeguarding: child · p.94 → Adult at risk · p.89 → Modern slavery · p.90 → County lines · p.67 → Hostile reconnaissance · p.73 → Drone over site · p.77 → Assaulted at work · p.96 → Quick ref (1/2) · p.9798

2

3

SECTION 03 · MEDICAL

Keep them alive until help arrivesMEDICAL RESPONSE

In this section: primary survey and CPR. AED. Recovery position. Choking. Bleeding, catastrophic bleeding and shock. Fractures. Burns. Seizures. Diabetic emergency. Heart attack. Stroke. Anaphylaxis. Sepsis. Overdose. Calling 999.

3

In this section — tap to open

MEDICAL RESPONSE99

PRIMARY SURVEY: DR ABC100

UNRESPONSIVE PERSON101

CPR: ADULT102

CPR: CHILD & INFANT103

AED: STEP BY STEP104

AED: SPECIAL CASES105

RECOVERY POSITION106

CHOKING107

CHOKING: SPECIAL CASES108

SEVERE BLEEDING109

CATASTROPHIC BLEEDING110

BLEEDING: SPECIAL CASES111

SHOCK112

FRACTURES & SPRAINS113

BURNS114

BURNS: SPECIAL CASES115

SEIZURES116

DIABETIC EMERGENCY117

HEART ATTACK118

STROKE: THINK FAST119

ANAPHYLAXIS120

SEPSIS121

OVERDOSE RESPONSE122

OVERDOSE: SPECIAL CASES123

WHEN TO CALL 999124

MAKING THE 999 CALL125

MEDICAL QUICK REFERENCE126

3 · MEDICALchecklist

Your first 60 seconds, every casualty

PRIMARY SURVEY: DR ABC

Unresponsive at step R? Call 999 immediately. Do not finish the survey first.

60 sec

Complete DR ABC in under a minute. In this order, every time.

DANGER: check the scene

Traffic, fire, electricity, weapons, violence. Do not approach until safe.

RESPONSE: shout and shake

Shout 'Can you hear me?' Gently shake the shoulders.

AIRWAY: tilt head, lift chin

Look in the mouth. Remove visible objects only. Never sweep blind.

BREATHING: look, listen, feel

10 seconds. Watch the chest rise. Feel breath on your cheek.

CIRCULATION: find severe bleeding

Press hard on any serious wound. See: Severe bleeding.

→ Unresponsive person · p.101 → Severe bleeding · p.109100

3

3 · MEDICALflowchart

Call 999 first. Then check breathing.

UNRESPONSIVE PERSON

Gasping, irregular, or slow laboured breathing is NOT normal breathing. Start CPR.

999

Unresponsive? Call now, before the breathing check. Speaker on, or send someone.

1Unresponsive?

No reply to a shout and a gentle shoulder shake.

They respond: keep them still. Monitor. In doubt, call 999. See: When to call 999.

▼ YES

2Breathing absent or abnormal?

999 first: speaker on, send someone for an AED. Open the airway. Check breathing while the call connects. The handler helps if you are unsure.

Breathing normally: recovery position. Monitor continuously. See: Recovery position.

▼ ALL YES

START CPR NOW. 30 compressions, 2 breaths. Send for the AED. See: CPR adult.

NO

AEDAutomated external defibrillator. A machine that shocks a stopped heart back into rhythm. It speaks instructions aloud.

Unsure whether breathing is normal? Start CPR. You cannot make it worse.

→ CPR adult · p.102 → Recovery position · p.106 → When to call 999 · p.124101

3

3 · MEDICALquickref

Age 12 and over

CPR: ADULT

Do not stop to check for a pulse. Keep going until help takes over.

30:2

Compressions to breaths. Until help takes over, or they show signs of life and breathe NORMALLY.

PLACE heel of hand

Centre of the chest. Other hand on top, fingers interlocked.

PUSH hard and fast

Depth: 5-6cm. Arms straight, shoulders over your hands.

KEEP rate, full recoil

100-120 per minute, the beat of Stayin' Alive. Let the chest rise fully between compressions.

TILT head, pinch nose

After 30 compressions. Lift the chin.

GIVE 2 breaths

Seal your mouth over theirs. Blow steadily for 1 second. Watch the chest rise.

REPEAT 30:2 without pausing

Swap with another trained person every 2 minutes if you can.

Unwilling to give breaths? Compression-only CPR still works. Stop only when: help takes over, they breathe normally, or the scene turns unsafe. Or you are exhausted.

→ AED · p.104 → Child and infant CPR · p.103102

3

3 · MEDICALquickref

5 rescue breaths come first

CPR: CHILD & INFANT

Children usually arrest from lack of oxygen. Breaths come first. Never skip them.

GIVE 5 rescue breaths first

Child or infant not breathing normally: breaths before compressions.

START compressions

No signs of life during the breaths? Begin compressions now.

USE 30:2

The adult ratio you know. Trained in paediatric resuscitation? Use 15:2.

DO 1 minute before leaving

Alone with no phone: 1 minute of CPR, then go and call 999.

	Child (1-12)	Infant (under 1)
Hands	One or two hands. Whatever reaches the depth.	Two thumbs on the breastbone, hands encircling the chest.
Depth	At least one third of the chest. About 5cm, never over 6cm.	At least one third of the chest. About 4cm.
Position	Centre of chest, lower half of breastbone.	Centre of chest, lower half of breastbone.
Breaths	Smaller breaths. Enough to see the chest rise.	Cover mouth AND nose. Gentle puffs.

Cannot press deep enough with two thumbs? Use the heel of one hand. Depth matters more than technique.

→ Adult CPR · p.102 → Infant choking · p.108103

3

3 · MEDICALchecklist

It talks you through every step

AED: STEP BY STEP

Send someone for the AED. Do not stop CPR to fetch it yourself.

01

TURN the AED on Press power or open the lid. Follow the voice prompts.

02

EXPOSE the chest Remove clothing. Dry the chest if wet.

03

ATTACH pads as shown One below the right collarbone. One on the left side, below the armpit.

04

PLUG in the connector Only if the AED asks for it.

05

STAND clear for analysis Nobody touches the person while it analyses.

06

SHOUT 'Stand clear!' If shock advised. Check nobody is touching them, then press shock.

07

RESUME CPR immediately Straight back on the chest after the shock.

08

FOLLOW the voice prompts No shock advised? Continue CPR. The AED re-analyses.

1Pad 1: below the right collarbone.

2Pad 2: left side of the chest, below the armpit.

→ CPR adult · p.102 → AED special cases · p.105104

3

3 · MEDICALquickref

Anyone can use an AED

AED: SPECIAL CASES

Situation	What to do
Hairy chest	Shave with the razor from the AED kit, or press pads on firmly. Poor contact means an ineffective shock.
Wet chest	Dry the chest with a towel. Move away from puddles. An AED works safely in rain.
Pacemaker or implanted defibrillator	Lump or scar below the collarbone. Never place a pad over the device. Keep the pad at least 8cm clear, or place pads front and back.
Medication patch	Remove the patch. Wipe the skin. Then attach the pad.
Metal surface	Move them off metal if you can. If you cannot, use the AED anyway. It is safe.
Child (1-8)	Use paediatric pads if available. If not, adult pads: one on the front, one on the back.
Infant (under 1)	Paediatric pads, front and back. No paediatric pads? Use adult pads, front and back.

Anyone can use an AED. It talks you through every step. Attach it and keep doing CPR between prompts.

→ AED step by step · p.104 → Child and infant CPR · p.103105

3

3 · MEDICALdiagram

Unconscious and breathing normally

RECOVERY POSITION

Suspected spinal injury (fall, collision, blow to head or neck)? Do not move them. Hold the head still, in line with the body. Wait for paramedics.

999

Call now if not already done. Then position them.

1Kneel beside them. Nearest arm out at a right angle, palm up.

2Far arm across the chest. Back of their hand against their cheek. Hold it.

3Bend the far knee, foot flat. Pull that knee to roll them towards you.

4Top leg at right angles. Tilt the head back to keep the airway open.

ANGLE the face slightly down Fluids drain out, not into the airway.

CHECK breathing constantly If it stops: roll them onto their back. Start CPR. See: CPR adult.

Must leave them to get help? Recovery position first. On their back, they can choke.

→ CPR adult · p.102 → Unresponsive person · p.101106

3

3 · MEDICALflowchart

Ask them: 'Are you choking?'

CHOKING

1Can they cough, speak, or breathe?

A strong cough can clear it on its own.

SEVERE: call 999. Start back blows now (steps below).

▼ ALL YES

MILD: encourage coughing. Stay with them and watch. If it worsens, treat as severe.

NO

GIVE up to 5 back blows

Lean them forward. Heel of hand between the shoulder blades. Check after each.

GIVE up to 5 abdominal thrusts

Stand behind. Fist above the navel. Pull sharply inward and upward.

REPEAT the cycle

Alternate 5 and 5 until clear. Unconscious? See: Choking special cases.

GET them checked after

Thrusts can injure inside. Do not let them leave. Record the incident.

→ Choking special cases · p.108 → Occurrence book · p.130107

3

3 · MEDICALquickref

Unconscious, pregnant, infant

CHOKING: SPECIAL CASES

Never use abdominal thrusts on an infant. They cause internal injury.

LOWER them to the ground

If they become unconscious. Carefully.

CALL 999 if not done

Speaker on. Stay with them.

START CPR: 30 and 2

Compressions can shift the blockage. See: CPR adult.

CHECK the mouth before breaths

Remove only what you can see. No blind finger sweeps.

Casualty	What changes
Pregnant or larger person	Chest thrusts, not abdominal. Fist on the centre of the breastbone. Pull sharply inward. Up to 5.
Infant (under 1)	Face down along your forearm, head low. 5 back blows. Turn over: 5 chest thrusts, two thumbs. Repeat. Unconscious? Infant CPR.

After ANY thrusts: get them assessed by a healthcare professional, even if they seem fine. Fragments can remain in the airway.

→ CPR adult · p.102 → Child and infant CPR · p.103108

3

3 · MEDICALchecklist

Pressure on the bleeding point. Now.

SEVERE BLEEDING

Never remove a dressing packed around an embedded object. Press around it instead.

10 sec

Get pressure on the wound within 10 seconds. Call 999.

01

CALL 999, or send someone Say 'severe bleeding'.

02

PRESS hard on the wound Direct pressure on the bleeding point. Dressing, clean cloth, or bare hand.

03

HOLD the pressure. No dabbing Firm and constant, at least 10 minutes.

04

SWAP a soaked dressing Blood coming through? Remove it. Press again with a fresh dressing on the point.

05

BANDAGE the dressing firmly Loosen it if fingers or toes turn blue, cold, or numb.

06

NOTE the time you bandaged Write it down. Paramedics need it.

07

KEEP them warm. Reassure Watch for shock. See: Shock.

Pressure not stopping a limb bleed? Escalate now. See: Catastrophic bleeding.

→ Catastrophic bleeding · p.110 → Shock · p.112109

3

3 · MEDICALchecklist

Tourniquets and haemostatic dressings

CATASTROPHIC BLEEDING

A limb bleed that pressure cannot stop kills in minutes. Escalate without hesitating.

Haemostatic dressingA dressing treated with a clotting agent. Found in bleed-control kits. Pack it into the wound, then press hard.

CALL 999

Say 'life-threatening bleeding'. The handler talks you through it.

PACK the wound

Haemostatic dressing from the bleed kit if your site has one. Then press hard.

APPLY a tourniquet

Arm or leg still bleeding: 5-7cm above the wound. Never over a joint.

TIGHTEN until bleeding stops

It hurts them. Keep going anyway.

WRITE down the time

On the tourniquet or their skin.

NEVER loosen or remove it

Only a healthcare professional does that. Still bleeding? Second tourniquet above the first.

No commercial tourniquet? The 999 handler can direct an improvised one: triangular bandage, belt, tie.

→ Severe bleeding · p.109 → Active threat response · p.81 → Shock · p.112110

3

3 · MEDICALquickref

Embedded objects, nosebleeds, amputation

BLEEDING: SPECIAL CASES

Situation	What to do
Embedded object	Do NOT pull it out. Press around it. Build padding around it. Bandage it in place.
Nosebleed	Sit them down, head forward. Pinch the soft part of the nose for 10-15 minutes. Do not tilt the head back.
Amputation	Control bleeding at the stump. Wrap the part in a damp cloth. Seal in a plastic bag, place on ice. Send it with the casualty.
Eye injury	Cover the injured eye with a sterile dressing. No pressure on the eyeball. Ask them to keep both eyes still. Call 999 for serious injury.

Every serious bleed can cause shock. Lay them down and watch for it. See: Shock.

→ Shock · p.112 → Severe bleeding · p.109111

3

3 · MEDICALchecklist

The body shutting down from blood loss

SHOCK

ShockNot emotional upset. Circulation failing after blood or fluid loss. It kills if untreated.

LOOK for pale, cold, clammy skin

FEEL for a rapid, weak pulse

WATCH for fast, shallow breathing

NOTE confusion, nausea, or vomiting

LIE them down

Raise the legs if injuries allow. Blood returns to the core.

CALL 999

Shock is an emergency in itself.

KEEP them warm

Blankets or coats.

GIVE nothing to eat or drink

They may need surgery.

MONITOR breathing and response

Be ready to start CPR. See: CPR adult.

→ CPR adult · p.102 → Severe bleeding · p.109112

3

3 · MEDICALquickref

Keep it still. Support it as found.

FRACTURES & SPRAINS

Open fracture (bone visible): cover with a sterile dressing. Control bleeding around the bone. Call 999 now.

Signs you can see	Symptoms they report
Swelling. Bruising. Deformity. Unnatural angle.	Pain at the site. Cannot move the limb. Grinding feeling. Heard or felt a snap.

01

KEEP them still Move them only if they are in danger.

02

SUPPORT the limb as found Do not straighten it.

03

IMMOBILISE with padding or sling

04

APPLY a wrapped cold pack Never ice straight onto skin.

05

CHECK circulation past the injury Colour, warmth, feeling.

06

CALL 999 for suspected fractures Watch for shock. See: Shock.

Sprains: RICE. Rest the area. Ice, wrapped, 10-20 minutes. Compress with a bandage. Elevate the limb.

→ Shock · p.112113

3

3 · MEDICALchecklist

Cool the burn, not the casualty

BURNS

20 min

Cool running water on the burn. Start now.

01

REMOVE them from the heat Only if safe for you.

02

COOL under running water Cool, not icy. 20 full minutes.

03

REMOVE jewellery and loose clothing Unless stuck to the burn.

04

COVER with cling film Lengthways along the burn. Never wrapped around a limb.

05

CALL 999 for serious burns Unsure what counts? See: Burns special cases.

06

KEEP them warm Cool the burn, not the casualty. Watch for shock.

• Cool with tap water for 20 minutes
• Cover with cling film or a clean plastic bag

• Use ice, iced water, or very cold water
• Apply butter, creams, or lotions
• Burst blisters
• Remove clothing stuck to the burn
• Use fluffy materials like cotton wool

→ Burns special cases · p.115 → Shock · p.112114

3

3 · MEDICALquickref

When to call 999. Chemical. Electrical.

BURNS: SPECIAL CASES

Electrical burns hide internal damage. Always call 999.

CALL 999: larger than their hand

CALL 999: face, hands, genitals Feet and joints too.

CALL 999: deep, white, or charred

CALL 999: chemical or electrical

CALL 999: smoke or steam inhaled

CALL 999: burn circles a limb

CALL 999: child or elderly casualty

CALL 999: any burn you doubt

Chemical burns	Electrical burns
1. Gloves on: protect yourself. 2. Brush off dry chemicals. 3. Flood with water, 20+ minutes. 4. Remove contaminated clothing. 5. Call 999.	1. Touch nobody until the power is off. 2. Call 999. 3. Be ready for CPR. 4. Cool visible burns. 5. Find entry AND exit wounds.

→ Burns · p.114 → CPR adult · p.102115

3

3 · MEDICALchecklist

Protect. Time it. Never restrain.

SEIZURES

Call 999 for: a first seizure, over 5 minutes, repeat fits, or injury. Also for pregnancy, diabetes, or no waking up.

01

NOTE the start time Write it down. The duration decides the 999 call.

02

CLEAR hazards away Furniture, glass, crowds.

03

CUSHION the head Jacket or anything soft.

04

STAY with them Talk calmly. Keep bystanders back.

05

NOTE the duration when it stops

06

ROLL into recovery position Once the jerking stops. See: Recovery position.

07

REASSURE until fully recovered They may be confused. Give them time.

• Cushion the head
• Time the seizure
• Loosen tight clothing at the neck

• Restrain or hold them down
• Put anything in their mouth

Most seizures end on their own within 1-3 minutes. Stay calm and protect them.

→ Recovery position · p.106 → When to call 999 · p.124116

3

3 · MEDICALmatrix

When in doubt, give sugar

DIABETIC EMERGENCY

Never put food, drink, or glucose gel in an unconscious person's mouth. They will choke.

	LOW sugar (hypo)	HIGH sugar (hyper)
Onset	Fast. Minutes.	Gradual. Hours or days.
Signs	Confused, irritable. Sweating, pale, trembling. Hungry. May pass out.	Very thirsty. Urinating often. Warm, dry skin. Fruity-smelling breath.
Action	Give fast-acting sugar (below).	Call 999. Monitor breathing and response. Be ready for CPR.

1Conscious and able to swallow?

Look for a medical alert bracelet, insulin pen, or ID card.

Call 999. Nothing in the mouth. Breathing? Recovery position. See: Recovery position.

▼ ALL YES

Give fast-acting sugar. 4 large jelly babies, 5 glucose tablets, or a sugary (not diet) drink. Wait 10-15 minutes. No improvement? Call 999.

NO

Recovered? Follow with slow-release carbs: a sandwich or biscuits. Stay until they are fully alert.

→ Recovery position · p.106 → Unresponsive person · p.101117

3

3 · MEDICALchecklist

Sit them down. Aspirin. 999.

HEART ATTACK

Delay kills heart muscle. Call 999 at the first suspicion. Never let them drive or 'walk it off'.

CRUSHING or squeezing chest pain May spread to the arms, neck, or jaw.

BREATHLESS, sweating, feeling sick

PALE, blue, or grey skin Check the lips too.

FEELS like bad indigestion A burning chest can be a heart attack. Do not dismiss it.

CALL 999

Say 'suspected heart attack'.

SIT them on the floor

Knees bent, head and shoulders supported. Against a wall works.

GIVE one 300mg aspirin

Ask them to chew it slowly. Not if allergic or under 16.

HELP with their angina medication

Their own GTN spray or tablets, if prescribed.

WATCH them constantly

Unresponsive and not breathing normally? CPR and AED. See: CPR adult.

→ CPR adult · p.102 → AED · p.104118

3

3 · MEDICALchecklist

Face. Arms. Speech. Time.

STROKE: THINK FAST

Symptoms that fade still mean 999. A mini-stroke often warns of a full stroke coming.

FACE: ask them to smile

One side drooping? Mouth or eye fallen?

ARMS: ask them to raise both

Can they lift both arms and keep them up?

SPEECH: ask their name

Slurred words? Confused? No answer?

TIME: call 999 now

Any ONE sign fails: call immediately. Note when symptoms started.

KEEP them still and supported Reassure them. They can often hear you.

GIVE nothing to eat or drink Swallowing may fail. They can choke.

ROLL them if unconscious Breathing normally: recovery position. See: Recovery position.

→ Recovery position · p.106 → Unresponsive person · p.101119

3

3 · MEDICALchecklist

Adrenaline pen. 999. Lie them flat.

ANAPHYLAXIS

Do not let them stand or walk at any time. Even if they say they feel better.

Adrenaline auto-injectorA pre-loaded pen (EpiPen, Jext) that injects adrenaline into the outer thigh. Many people at risk carry one.

SWELLING of tongue or throat Often after food, an insect sting, or medication.

WHEEZING or struggling to breathe

FAINT, confused, or collapsing

SKIN pale, blue, or grey

USE their adrenaline pen NOW

Follow the pen's printed instructions. Help them, or do it yourself.

CALL 999

Say 'anaphylaxis'.

LIE them flat, raise the legs

Struggling to breathe? Let them sit up slowly instead.

REMOVE any visible sting

GIVE a second pen

After 5 minutes, if not improving or symptoms return.

START CPR if breathing stops

See: CPR adult.

→ CPR adult · p.102 → Unresponsive person · p.101120

3

3 · MEDICALquickref

The infection emergency people miss

SEPSIS

Sepsis can look like flu or a hangover. Looks wrong and worsening fast? Call 999.

SepsisThe body's extreme reaction to an infection. It shuts organs down. A life-threatening emergency.

CONFUSED, slurring, not making sense

BREATHING very fast

SKIN blue, pale, or blotchy On black or brown skin: check the palms and soles.

RASH that will not fade Press a glass against it. Still visible? 999.

VERY high or very low temperature Hot or cold to the touch. Shivering.

CALL 999

Say: 'I think this could be sepsis.'

STAY and monitor response

Never send them off in a taxi or car.

TELL paramedics the history

Recent wound, infection, or illness that suddenly got worse.

→ When to call 999 · p.124 → Unresponsive person · p.101121

3

3 · MEDICALchecklist

999 first. Stay with them.

OVERDOSE RESPONSE

999

Call immediately. Say 'suspected overdose'.

Depressants (opioids, alcohol)	Stimulants (cocaine, amphetamines)
Slow or shallow breathing. Pinpoint pupils. Blue lips or fingertips. Unresponsive.	Racing heartbeat. High temperature. Agitation, paranoia. Chest pain. Seizures.

01

CALL 999: say suspected overdose

02

STAY with them Keep calm. Reassure if conscious.

03

ROLL into recovery position Unconscious but breathing. See: Recovery position.

04

START CPR if not breathing See: CPR adult.

05

COLLECT drugs and containers Hand them to paramedics. Note what, when, how much.

→ Recovery position · p.106 → CPR adult · p.102 → Overdose special cases · p.123122

3

3 · MEDICALquickref

Naloxone, and the classic mistakes

OVERDOSE: SPECIAL CASES

Naloxone works only on opioids. Drug unknown? Give it anyway. If opioids are not involved it will not harm them.

Naloxone (Narcan)A medicine that reverses opioid overdose for a short time. Nasal spray or injection. Some sites carry it.

01

FOLLOW your site training Only give naloxone if your site carries it and trained you.

02

GIVE it as trained Nasal spray or injection.

03

STILL call 999 The effect wears off. They can collapse again.

04

EXPECT a sudden wake-up They may be confused or agitated. Stand slightly back.

05

KEEP monitoring A repeat dose may be needed.

• Give naloxone if trained and available
• Recovery position while you wait

• Put them in a cold shower
• Give coffee or slap them awake
• Make them vomit
• Leave them alone
• Delay 999 for fear of consequences

Police attend only if the ambulance crew asks. Do not delay the call. Focus on the casualty.

→ Overdose response · p.122 → Recovery position · p.106123

3

3 · MEDICALquickref

In doubt? Call. The handler decides.

WHEN TO CALL 999

UNCONSCIOUS or unresponsive See: Unresponsive person.

NOT breathing, or breathing abnormally See: CPR adult.

SEVERE bleeding that will not stop See: Severe bleeding.

HEART attack signs Crushing chest pain. See: Heart attack.

STROKE signs Any FAST failure. See: Stroke.

ANAPHYLAXIS Throat swelling after food, sting, or medication. See: Anaphylaxis.

SUSPECTED sepsis See: Sepsis.

SEIZURE over 5 minutes See: Seizures.

SERIOUS injury or major burns See: Burns special cases.

OVERDOSE or poisoning See: Overdose response.

CHOKING: cannot breathe or speak See: Choking.

DROWNING or near-drowning Pulled from water: 999 every time. Not breathing? Start CPR.

Nobody criticises a 999 call made in good faith. Hesitation is the only mistake.

→ Making the 999 call · p.125 → Emergency numbers · p.178124

3

3 · MEDICALchecklist

Answer in this order

MAKING THE 999 CALL

The operator asks these questions, in this order. Answer clearly. Stay on the line until told to hang up.

They ask	You give
Where are you?	Full address, postcode, nearest landmark, floor level.
What happened?	One line: collapse, fall, bleeding, overdose.
How many hurt?	Number of casualties.
What condition?	Conscious? Breathing? Bleeding?
Who are you?	Name, callback number, 'security officer on site'.

SEND someone to meet the ambulance At the entrance, in hi-vis.

CLEAR the access route Open doors. Move obstacles. Hold the lift at ground.

CONTINUE first aid Keep bystanders back. Protect their dignity.

UPDATE control by radio Record everything in the occurrence book after handover.

→ Radio basics · p.157 → Occurrence book · p.130125

3

3 · MEDICALquickref

One line per emergency

MEDICAL QUICK REFERENCE

Condition	Do this
Unconscious	Call 999 FIRST. Then check breathing. Breathing: recovery position. Not breathing: CPR.
Not breathing	999. CPR 30:2. Send for the AED.
Choking	5 back blows, 5 abdominal thrusts. Repeat until clear. Medical check afterwards.
Severe bleeding	Press hard on the point. Soaked dressing: swap it, press again. Limb bleed uncontrolled: tourniquet. 999.
Burns	Cool water, 20 minutes. Cling film. No creams.
Seizure	Protect the head. Time it. Recovery position after. 999 if over 5 minutes.
Diabetic	Conscious: give sugar. Unconscious: 999, recovery position.
Heart attack	999. Sit them down, knees bent. Chew 300mg aspirin.
Stroke	FAST test. Any sign fails: 999. Note the start time.
Anaphylaxis	Adrenaline pen. 999. Lie flat, legs raised. Never let them stand.
Sepsis	Fast breathing, confusion, blotchy skin after infection. 999.
Overdose	999. Recovery position if breathing. CPR if not.

You are the first response, not the last. One job: keep them alive until help arrives. DR ABC. Call 999. Act fast. Stay calm.

→ Emergency numbers · p.178 → Unresponsive person · p.101126

3

4

SECTION 04 · OPERATIONS

Run any site, any shift, by the bookOPERATIONS

Handover. Occurrence book. Patrols. Lone working. Static posts. Access control. Keys. CCTV and your licence. Footage requests. Body-worn video. Alarms. Visitors. Contractors. Deliveries. Lost property. Ends with a one-page summary.

4

In this section — tap to open

OPERATIONS127

SHIFT HANDOVER (1/2)128

SHIFT HANDOVER (2/2)129

THE OCCURRENCE BOOK130

PATROL PROCEDURES131

PATROL INCIDENTS132

LONE WORKING (1/2)133

LONE WORKING (2/2)134

STATIC POST DUTIES135

ACCESS CONTROL136

ACCESS SCENARIOS137

KEY MANAGEMENT138

LOST OR MISSING KEY139

CCTV: LICENCE CHECK140

CCTV MONITORING141

CCTV: INCIDENT SEEN142

CCTV FOOTAGE REQUESTS143

BODY-WORN VIDEO (1/2)144

BODY-WORN VIDEO (2/2)145

ALARM RESPONSE146

ALARM TYPES147

VISITOR ARRIVAL148

VISITOR DEPARTURE149

CONTRACTORS ON SITE150

DELIVERIES & LOADING151

LOST PROPERTY152

PROPERTY CLAIMS153

OPERATIONS SUMMARY154

4 · OPERATIONSchecklist

Taking over a shift

SHIFT HANDOVER (1/2)

Poor handovers cause incidents. Never rush a handover.

ARRIVE 10 to 15 minutes early Handover takes time. Build it in.

WEAR full uniform Clean and pressed. First impressions set the tone for your shift.

CARRY your SIA licence Plus photo ID, notebook and pen. Licence worn where people can see it.

CHARGE your phone It is your backup channel if the radio fails.

READ the occurrence book Every entry since your last shift. Ask about anything unclear.

ASK about ongoing incidents What is still live? What needs watching tonight?

CHECK for banned individuals Names, descriptions, photos if the site holds them.

CONFIRM expected visitors and deliveries Who is due, when, and who authorised them.

NOTE equipment faults Cameras down, doors not locking, lights out. Write them down.

TAKE site-specific instructions New orders from the client or your supervisor.

SIAThe Security Industry Authority. The regulator that issues your licence.

→ The occurrence book · p.130 → Giving handover · p.129128

4

4 · OPERATIONSchecklist

Equipment check, then giving handover

SHIFT HANDOVER (2/2)

TEST the radio Charged, correct channel, radio check with control.

COUNT and sign for keys Check numbers against the key log before you sign.

TEST torch and body-worn video Torch even on day shifts. BWV charged, if your site issues it.

CHECK the first aid kit Stocked and where you can reach it fast.

BRIEF the incoming officer

Every incident from your shift, worst first.

EXPLAIN anything still live

Ongoing situations, people to watch, promises made.

FLAG expected events

Visitors, deliveries, contractors due on their shift.

REPORT equipment faults

Show them, do not just mention them.

COMPLETE your occurrence book entry

Close your shift in writing before you leave.

SIGN keys and kit over

Both officers sign the log.

STAY until they confirm ready

Do not leave until your relief says they are set.

→ Occurrence book entries · p.130 → Body-worn video checks · p.144129

4

4 · OPERATIONSquickref

The site's legal record of your shift

THE OCCURRENCE BOOK

Courts can read the occurrence book. Gaps and erasures look like cover-ups.

WRITE in ink Never pencil. Never leave blank lines between entries.

USE the 24-hour clock Entries in time order: 14:30, not 2:30pm.

RECORD facts you saw Not opinions, not guesses. Quote exact words spoken.

CROSS OUT mistakes with one line Initial it. Never overwrite, never tear out pages.

SIGN every entry Name and time. Anonymous entries are worthless as evidence.

LOG quiet patrols too Write the patrol and the time even when nothing happened.

Sample occurrence book entry

22:14. Zone 3 fire exit found wedged open on patrol. No persons seen. Door closed and secured. CCTV checked: cleaner propped it open at 21:50. Reported to control. A. KHAN.

Occurrence bookThe site log of everything that happens on shift. Also called the daily log or DOB.

→ Full incident reports · p.171 → Handover checklist · p.128130

4

4 · OPERATIONSchecklist

Before you go, and what to check

PATROL PROCEDURES

Never skip checkpoints. Your signature confirms you checked.

CHECK route and timing

Vary both. Do not be predictable.

RADIO control before you start

Radio check, your route, expected finish time.

CARRY a torch

Even in daytime. Plant rooms and stairwells are dark.

TAKE the keys for the route

Sign them out first.

DOORS, windows, locks secure Push them, do not just look. Scratched plates can mean attempted entry.

LIGHTING working Report failed lights. Dark corners invite trouble.

FIRE exits clear Nothing blocking, nothing wedged.

CAMERAS in position Not turned, blocked or covered.

NO unauthorised persons Challenge politely or report. Never alone into danger.

NOTHING out of place Suspicious items, vehicles, spills, damage, obstructions. Log and report all.

CLOCKING points scanned Every point, every patrol.

Clocking pointsCheckpoints you scan or tag to prove you completed the patrol.

→ Found something? Next page · p.132 → Patrolling alone · p.133131

4

4 · OPERATIONSflowchart

Stop. Observe. Report.

PATROL INCIDENTS

Your safety comes first. Never tackle alone what you can report in seconds.

1Safe to approach?

No fire, no weapon, no intruder, stable ground. Assess before every step.

STAY BACK. Observe from a safe distance. Radio control: location, what you see, numbers involved.

▼ ALL YES

OBSERVE: who, what, how many. REPORT to control. Then follow control's instruction.

NOT SAFE

DO	DON'T
Vary your route and times	Patrol a predictable pattern
Look up, down and around	Walk head-down on your phone
Listen. Smell for smoke or gas	Wear headphones or earbuds
Note times exactly	Rush through checkpoints

→ Judging the risk fast · p.54 → Radio procedure · p.157132

4

4 · OPERATIONSchecklist

Check-ins keep you alive

LONE WORKING (1/2)

No one knows you are in trouble unless the system does. Check in on time, every time.

01

CONFIRM your check-in schedule Agree times with control at shift start. Write them down.

02

TEST your lone-worker device If your site issues one, test it and follow your site training.

03

CHARGE your phone Save control, your supervisor and the out-of-hours number.

04

LEARN the dead spots Know where radio and phone signal fail on your site.

05

TELL control before risk tasks Roof, plant rooms, dark yards, confined spaces. Location and expected time.

CHECK IN at every agreed time Never skip one. A missed check-in triggers a response.

REPORT patrol start and finish Control should always know where you are.

KEEP exits in mind Know your way out of every area you enter.

Lone-worker deviceA device or phone app that raises an alarm. Press the button, or it triggers when you stop moving.

LEGAL BASIS · Health and Safety at Work etc. Act 1974→ Missed check-in? Next page · p.134 → Radio procedure · p.157133

4

4 · OPERATIONSflowchart

Missed check-ins and no answer

LONE WORKING (2/2)

Alone, you never confront. Withdraw. Observe from a safe distance. Call 999.

MISSED your check-in?

Answer control's follow-up call at once. Silence sends responders to you.

CONFIRM you are safe

If your site uses an all-clear or duress code word, follow your site training.

NEVER give a false all-clear

Under threat, use the duress word or stay silent. Help comes.

1Can you reach control?

Radio first. Then mobile. Then a landline.

Danger to life? Call 999 direct, now. Then keep trying control on every channel. No danger? Call the out-of-hours number and keep trying. Log each attempt as an equipment fault.

▼ ALL YES

REPORT in. Continue your shift. Log the failed channel as an equipment fault.

NO CONTACT

→ Judging the risk fast · p.54 → Emergency numbers · p.178134

4

4 · OPERATIONSchecklist

Set up, stay sharp, take breaks right

STATIC POST DUTIES

Never leave your post without authorised relief or supervisor permission.

POSITION for clear sightlines See the approaches. Be seen yourself.

TEST your comms Radio and phone, before your first visitor.

LOCATE emergency equipment First aid kit, fire alarm points, extinguishers, defibrillator.

REVIEW the visitor list Who is expected and what access they get.

KEEP the post presentable Clean desk, kit ready, personal phone away.

STAND alert, eyes scanning Not slouched, not head-down. Your presence deters.

GREET every visitor Warm and professional. Then check ID consistently.

LOG every visitor No exceptions, however senior or familiar.

REPORT unusual activity at once Radio control. Do not wait to be sure.

REQUEST relief by radio

For breaks, call control. Do not just walk away.

WAIT at post

Until relief arrives and you have briefed them.

RETURN on time

As agreed. Your relief is covering two jobs until you do.

→ Checking ID and access · p.136135

4

4 · OPERATIONSchecklist

Four checks, in order, every time

ACCESS CONTROL

In doubt? Do not grant access. Verify with the host or your supervisor first.

IDENTITY

Check the photo matches the face in front of you.

AUTHORISATION

Check they are on the list or expected.

PURPOSE

Ask why they are here. The reason must make sense.

CREDENTIALS

Check the pass or ID is valid and current.

MATCH the photo Look at the face, then the photo, then the face again.

MATCH the name Against the booking or authorisation.

CHECK the expiry date Reject expired ID. No exceptions.

LOOK for tampering Peeling laminate, misaligned print, altered dates.

→ Awkward cases: next page · p.137 → Refusing entry: the words · p.160136

4

4 · OPERATIONSmatrix

The awkward cases, one line each

ACCESS SCENARIOS

Never base a refusal on race, sex, disability, religion or any protected characteristic. That is unlawful discrimination.

SITUATION	ACTION
No ID	Deny entry. Suggest they contact their host.
Expired ID	Deny entry. Expired credentials do not count.
Not on list	Contact the host. Do not admit without host confirmation.
Tailgating	Challenge politely. Each person shows their own ID.
VIP or executive	Same rules. Verify politely but firmly.
Aggressive refusal	Deny entry. Call for backup. Report it.
Lost pass	Issue a temporary pass. Report the lost pass to admin.
Emergency services	Verify uniform and ID. Grant immediate access. Escort.

Someone in a hurry refuses the ID check

“I understand you're in a hurry. I must check your ID first.”

“I'm late. Just let me through!”

“It takes ten seconds. It keeps everyone safe, including you.”

LEGAL BASIS · Equality Act 2010→ De-escalating anger · p.69 → Visitor arrivals · p.148137

4

4 · OPERATIONSchecklist

Sign, count, return. Every time.

KEY MANAGEMENT

One lost key can force a whole building re-lock. Account for every key, every time.

NEVER leave keys unattended On you, or locked in the cabinet. Nowhere else.

NEVER lend keys Only authorised, verified people get keys.

NEVER copy keys Duplication needs written authorisation.

ALWAYS sign in and out The key log is your protection when a key goes missing.

VERIFY authorisation

Is this person allowed these keys? Check the list.

CHECK ID

If site rules require it.

RECORD in the key log

Name, key number, time out, expected return.

SIGN, both of you

No signature, no key.

ON RETURN: count and check

Key numbers match, time in, both sign, back on the hook.

→ Key lost or missing? · p.139138

4

4 · OPERATIONSflowchart

Time-critical. Act now.

LOST OR MISSING KEY

Every minute a key is missing, the areas it opens are exposed.

1Found within 15 minutes?

Search everywhere the key holder went. Pockets, bags, vehicles, desks, floors.

REPORT to your supervisor now. Do not keep searching quietly. Then complete an incident report. Include key number, holder, last seen time and place, search done.

▼ ALL YES

RETURN the key to the cabinet. Record the find in the key log. Tell anyone you alerted.

NOT FOUND

01

SECURE the affected areas Extra patrols past every door that key opens.

02

HIGH-SECURITY area? Tell your supervisor now. The supervisor decides on lock changes.

Key number

Issued to

Time out

Signature out

Time in

Signature in

→ Incident reports · p.171139

4

4 · OPERATIONSquickref

Check before you sit at the monitors

CCTV: LICENCE CHECK

Working on the wrong licence is a criminal offence. Up to 6 months in prison and a fine.

01

CHECK who employs you Contracted (supplied by a security company)? The licence rules below apply to you.

02

CHECK what the post asks Watching the public, identifying people, or guarding against disorder needs the PSS (CCTV) licence.

03

IN-HOUSE employee? Usually exempt from SIA licensing for CCTV work. Check with your employer.

04

UNSURE? Ask before you start Confirm your licence category with your supervisor first.

• With a guarding or door supervisor licence: use CCTV to identify a trespasser
• With a guarding or door supervisor licence: use CCTV to protect property

• Without a PSS (CCTV) licence: proactively watch members of the public
• Without a PSS (CCTV) licence: track or identify particular people
• Without a PSS (CCTV) licence: monitor crowds to guard against disorder or assault

PSS (CCTV) licenceThe SIA's Public Space Surveillance licence. The category for watching people, not just property.

LEGAL BASIS · s.3 Private Security Industry Act 2001→ Key legislation · p.181 → Monitoring procedure · p.141140

4

4 · OPERATIONSchecklist

Start-of-shift checks, stay systematic

CCTV MONITORING

CCTV footage of identifiable people is personal data under the UK GDPR and the Data Protection Act 2018. Handle footage with care. Know your site's retention policy.

01

LOG IN and record the time Your session is part of the audit trail.

02

CHECK every camera works Report offline cameras immediately. Log the fault.

03

VERIFY recording is running A monitor that shows but does not record is half a system.

04

REVIEW the previous shift Incidents, faults, anything flagged to watch.

SCAN monitors systematically A set pattern beats random glancing.

CYCLE cameras on sequence Dwell on high-risk areas.

RESPOND to alarms promptly Check the zone camera before anything else.

TAKE short breaks Fatigue blinds you. Arrange cover, then rest your eyes.

UK GDPRThe UK's data protection law. Footage of people counts as personal data.

LEGAL BASIS · UK GDPR; Data Protection Act 2018→ Licence check first · p.140 → Footage requests · p.143 → UK GDPR essentials · p.41141

4

4 · OPERATIONSquickref

Alert. Track. Note. Preserve.

CCTV: INCIDENT SEEN

ALERT

Radio control and responders immediately. Location, what is happening, numbers.

TRACK

Keep the camera on the subjects. The licence check applies to tracking people.

NOTE

Time, camera numbers, descriptions, direction of travel.

PRESERVE

Mark the footage for retention before it overwrites.

LOITERING without clear purpose Especially near entrances, deliveries or secure doors.

WATCHING cameras or security Noting positions, testing responses. Report it.

REPEAT visits, no business Same person, no transaction, no reason.

CLOTHING wrong for conditions Heavy coat in heat, face covered without cause.

→ Licence rules on tracking · p.140 → Radio procedure · p.157 → Classifying what you see · p.52142

4

4 · OPERATIONSscript

Preserve first. Never release yourself.

CCTV FOOTAGE REQUESTS

Footage is often overwritten within days. Preserve first, every time.

Anyone asks for CCTV footage

“I'm not authorised to release footage directly. I'll log your request now and mark the footage for preservation.”

“How long will it take?”

“If the footage is of you, you'll get a response without undue delay and within one calendar month.”

01

MARK footage for retention now Before anything else, so it is not overwritten.

02

LOG the request Who asked, when, what footage, contact details.

03

PASS to the data protection contact They answer the request. You never hand footage over.

01

POLICE request? Take details Officer's name, collar number, force, crime reference.

02

PRESERVE the footage Then escalate to the data protection contact immediately.

03

NO one-month wait for police Police requests use the crime exemption, not the one-month process.

LEGAL BASIS · UK GDPR Art 15; DPA 2018 Sch 2 Pt 1 para 2→ Data rules for monitoring · p.141143

4

4 · OPERATIONSchecklist

When to switch on, what to say

BODY-WORN VIDEO (1/2)

A missing recording looks like hiding something. Switch on early, not mid-incident.

If your site issues body-worn video, follow your site training on the device. The rules on this spread apply everywhere.

FORCE looks likely Any situation that could turn physical. Record before it does.

REFUSING entry or ejecting The camera protects your account of what happened.

THREATS or abuse start Verbal aggression is your trigger. Do not wait for contact.

MAKING an arrest Record the grounds you state and everything after.

ANY incident you will report If it goes in the occurrence book, it should be on camera.

SOMEONE asks you to record Record. It protects them and you.

Starting to record

“I am recording this interaction on body-worn video.”

“Turn that camera off!”

“The camera stays on. It protects both of us.”

→ After using force · p.28 → Footage rules: next page · p.145144

4

4 · OPERATIONSchecklist

Footage is evidence. Treat it that way.

BODY-WORN VIDEO (2/2)

BWV footage is disclosable in court. Deleting or editing it can destroy evidence and end your career.

• Record incidents using the triggers on the previous page
• Review your own footage to write your report, if site policy allows
• Tell the data protection contact when footage is requested

• Delete or edit any footage, ever
• Copy footage to a personal phone or share it
• Record in private areas such as toilets or changing rooms
• Post or show footage to anyone outside the official process

01

DOCK and upload at shift end Follow your site's download procedure. Footage stays in the system.

02

LOG recordings in the occurrence book Incident, time, and that BWV footage exists.

03

REPORT device faults A dead camera on an incident is a problem for everyone.

04

ROUTE footage requests like CCTV Preserve, log, pass to the data protection contact.

LEGAL BASIS · UK GDPR; Data Protection Act 2018→ Footage requests procedure · p.143 → Occurrence book · p.130145

4

4 · OPERATIONSflowchart

Acknowledge. Check. Decide. Report.

ALARM RESPONSE

Never assume a false alarm. Investigate every activation.

ACKNOWLEDGE the alarm

Note type, zone and time. Tell control.

CHECK the zone on CCTV

Look for the cause. Is anyone there?

1Zone clear and safe?

No person, no forced entry, no movement on camera.

DO NOT ENTER ALONE. Observe from a safe distance. Call control. Intruder seen? Request police on 999.

▼ ALL YES

INVESTIGATE the zone. Find the cause. Document it. Reset the alarm per site procedure.

NOT CLEAR

→ Fire alarm? Different rules · p.83 → Alarm types table · p.147146

4

4 · OPERATIONSmatrix

Cause and response, at a glance

ALARM TYPES

ALARM	CAUSE	RESPONSE
Intruder / PIR	Movement detected	Check CCTV. Investigate the zone.
Door / window	Contact broken	Check the opening. Secure if open.
Fire	Smoke or heat	Evacuate. Call 999. Do NOT silence.
Panic / duress	Manual activation	Call 999 immediately. Treat as real.
Tamper	Device interference	Investigate. It can mean a bypass attempt.
Technical	Low battery, fault	Log the fault. Report for maintenance.

BALLOONS, banners near sensors Anything that moves in a draught.

HEATING or air-con draughts Check vents near the sensor.

ANIMALS or pests Common in warehouses and lofts.

STAFF in early or late Cleaners and contractors trip zones. Verify, do not assume.

FAULTY sensor Log it and report for repair. Document every alarm, even false ones.

PIRPassive infrared sensor. Detects body heat and movement.

→ Fire response · p.83 → Alarm response flow · p.146147

4

4 · OPERATIONSchecklist

Identified, confirmed, logged, badged

VISITOR ARRIVAL

GREET and ask name and host

You are the first face of the site. Who are they visiting?

CHECK the booking

Appointment or pre-registration on the list.

VERIFY photo ID

Photo matches face. Name matches booking.

CALL the host to confirm

Host confirms and collects, or authorises escort.

LOG the entry

Name, company, host, badge number, time in, signature.

ISSUE the visitor pass

Worn visibly at all times.

BRIEF on safety

Fire exits, alarm sound, assembly point.

Visitor with no booking on record

“May I take your name and the reason for your visit?”

“I don't have a record of your visit. Let me call your host to confirm.”

“Just let me up. They know me.”

“I can't let anyone through unconfirmed. It won't take a minute.”

→ Access checks · p.136 → Departure and reconciliation · p.149148

4

4 · OPERATIONSchecklist

Sign out, then reconcile at end of day

VISITOR DEPARTURE

An unreturned badge is a live key. Someone can use it to enter the building. Report it at once.

COLLECT the visitor pass

Every badge, every time.

RECORD time out

In the visitor log, against the entry.

TAKE back access cards

Any temporary cards or keys issued.

ESCORT out if required

Escort the visitor out if site rules require it.

01

REVIEW the log Anyone not signed out?

02

CALL hosts to confirm Did their visitor actually leave?

03

SEARCH if unaccounted Check the building before you lock down.

04

CHASE missing badges Collect what you can. Report the rest to your supervisor.

→ Arrival procedure · p.148149

4

4 · OPERATIONSchecklist

Higher risk means higher scrutiny

CONTRACTORS ON SITE

Contractor in an unauthorised area? Do not confront. Observe and report at once.

CHECK the expected list

Not listed? Verify with facilities before anything else.

VERIFY photo ID

Person matches ID. ID matches the company sent.

CHECK the work order

Or permit. The paperwork says what they may do.

HIGH-RISK work? Check the permit

Hot work, working at height, confined space, electrical isolation.

CALL the internal sponsor

Someone inside must confirm and own this visit.

LOG and badge

Contractor badge, distinct from visitor passs.

BRIEF site rules

Emergency procedures, permitted areas, your contact channel.

CHECK their location periodically They stay in authorised areas only.

COLLECT badge and keys at exit Record the departure time.

CHECK the work area Left secure. Note any equipment left on site.

→ ID checks · p.136 → Refusing access: the words · p.160150

4

4 · OPERATIONSchecklist

Check before you sign. Guard the bay.

DELIVERIES & LOADING

A radio or phone signal can trigger a device. Never transmit within 15 metres of a suspect item.

VERIFY against the expected list

Unexpected delivery? Confirm with the recipient before accepting.

CHECK driver ID and registration

Record both if site rules require it.

MATCH paperwork to goods

Count items. Check descriptions.

INSPECT before signing

Damaged? Write 'Received in damaged condition' on the paperwork.

SIGN only if authorised

Then log it: time, company, items, recipient.

DIRECT to the recipient

Never leave packages unattended in public areas.

NEVER leave an open bay unsupervised Bays bypass main security. Criminals know it.

ONE vehicle, no walk-throughs Watch loading actively. No one enters the building through the bay unchecked.

SECURE the bay after use Closed and locked when not in use.

Suspect item? Do not touch or move it. Move people away. Clear at least 100 metres. Call 999 from behind hard cover, out of sight; never transmit within 15 metres. Full procedure and distances: see Suspicious Package.

→ Suspicious package procedure · p.75151

4

4 · OPERATIONSchecklist

Treat every found item as evidence

LOST PROPERTY

NOTE the exact location

Where found, date, time, and who found it.

DESCRIBE the item in detail

Colour, brand, condition, contents.

CHECK inside for owner ID

With a witness for wallets, bags and phones.

TAG the item

Complete a lost property tag with a reference number.

STORE securely

The designated lost property location only.

ENTER it in the register

Same details as the tag. Register and tag must match.

Item number

Description

Found: date, time, location, finder

Storage location

Claimed: date, claimant, ID checked, signature

→ Someone claims an item · p.153152

4

4 · OPERATIONSflowchart

They describe it. You verify.

PROPERTY CLAIMS

Releasing to the wrong person is theft from the true owner. Verify before anything leaves your hands.

1Description matches, unseen?

They describe the item before they see it. Never show it first.

DO NOT RELEASE. Record the request and their contact details. Escalate to your supervisor.

▼ YES

2Photo ID checked and logged?

Record name, ID type and number in the register.

DO NOT RELEASE. No ID, no release. Record the request. Escalate to your supervisor.

▼ YES

3Supervisor approved, if high value?

Cash, cards, electronics, jewellery, keys and ID documents need supervisor approval. Ordinary items: proceed.

HOLD the item. Call your supervisor now.

▼ ALL YES

RELEASE the item. Get a signature confirming receipt. Update the register.

ANY CHECK FAILS

Claimant's description does not match

“I can't release this without a matching description and ID.”

“It's obviously mine!”

“Then it's safe here until you can confirm the details. I'll record your contact details now.”

→ Logging found items · p.152153

4

4 · OPERATIONSquickref

The whole section, one line each

OPERATIONS SUMMARY

TASK	KEY POINTS
Handover	Arrive early. Full briefing. Sign for kit. Stay until relief is ready.
Occurrence book	Ink. Time order. Facts only. Sign every entry.
Patrols	Vary times. Check every point. Stop, observe, report.
Lone working	Check in on time, every time. Never confront alone.
Static post	Alert and visible. Relief before you leave.
Access	Identity. Authorisation. Purpose. Credentials. In doubt, no entry.
Keys	Sign in and out. Count. Missing 15 minutes? Report.
CCTV	Right licence first. Check cameras. Preserve footage fast.
Footage requests	Preserve, log, pass on. One calendar month. Police: escalate now.
Body-worn video	Switch on early. Announce it. Never delete.
Alarms	Investigate every one. Intruder signs? Do not enter alone.
Visitors	ID. Host confirms. Badge. Log. Reconcile at close.
Deliveries	Inspect before signing. No radio within 15m of a suspect item.
Lost property	Describe first, then ID, then release. High value: supervisor.

You have limited powers, and that is fine. When in doubt: observe, document, call police.

→ Report writing · p.171 → Emergency numbers · p.178154

4

5

SECTION 05 · COMMUNICATIONS

Say it right. Write it so it stands up.COMMUNICATIONS

The emergency radio call comes first. Then radio basics, the phonetic alphabet and codes. Scripts for entry refusals, ejections, challenges, cameras and witnesses. Then worked reports you can copy, and the handover. Boxed lines are exact words. Say them as written.

5

In this section — tap to open

COMMUNICATIONS155

EMERGENCY RADIO CALL156

RADIO BASICS157

PHONETIC ALPHABET158

COMMON CODES159

REFUSING ENTRY (1/2)160

REFUSING ENTRY (2/2)161

AGE ID: CHALLENGE 25162

ASKING TO LEAVE (1/2)163

ASKING TO LEAVE (2/2)164

CHALLENGING BEHAVIOUR165

BEING FILMED (1/2)166

BEING FILMED (2/2)167

WITNESS STATEMENTS (1/2)168

WITNESS STATEMENTS (2/2)169

CALLING 999170

REPORT WRITING171

SAMPLE REPORT: GOOD172

SAMPLE REPORT: BAD173

USE OF FORCE REPORT174

HANDOVER BRIEFING175

COMMS QUICK REFERENCE176

5 · COMMUNICATIONSchecklist

Learn this before your first shift

EMERGENCY RADIO CALL

SUSPICIOUS ITEM: never transmit or phone within 15 metres of it. Move away, out of line of sight, before you call. Then follow the 4 Cs: Confirm, Clear, Communicate, Control.

SAY the emergency proword

Your site's word, three times. Example: "EMERGENCY, EMERGENCY, EMERGENCY."

SAY your callsign

"This is Alpha One."

SAY your location

Exact. "North Gate, outside the barrier."

SAY what is happening

"One male with a knife threatening staff."

SAY what you need

"Police and ambulance. All units stay clear."

CONFIRM your site's prowords Emergency word, hidden duress word meaning you are under threat, stand-down word (usually "ALL CLEAR"). Check assignment instructions.

KNOW your emergency button Many radios have one. Know what yours triggers.

Hear an emergency call? Stop transmitting. Stay off the channel until you hear the stand-down word. Then resume normal calls.

ProwordA fixed word with a fixed meaning on the radio, like ROGER or EMERGENCY. Everyone hears it the same way.

LEGAL BASIS · BS 7499: assignment instructions define emergency procedures→ Suspicious items: the 4 Cs · p.75 → Emergency numbers · p.178 → Radio basics · p.157156

5

5 · COMMUNICATIONSquickref

Test your radio every shift

RADIO BASICS

Assume someone else hears every transmission. Never transmit names, medical details or anything confidential.

LISTEN, then press PTT PTT is the press-to-talk button. Check the channel is clear. Press, pause one second, then speak.

SPEAK clearly, normal pace Do not shout. Hold the radio 5cm from your mouth. One message, one subject.

RELEASE and wait Let go of PTT. Wait for the response.

Element	Example
Who you're calling	"Control..."
Who you are	"...this is Alpha One..."
Your message	"...requesting backup at North Gate..."
End transmission	"...over."

Response	Meaning
"Roger"	Message received and understood
"Wilco"	Will comply with instruction
"Say again"	Please repeat your message
"Stand by"	Wait. I will respond shortly
"Go ahead"	Ready to receive your message
"Negative" / "Affirmative"	No / Yes
"Out"	Conversation complete. No response needed

→ Emergency radio call · p.156 → Common codes · p.159157

5

5 · COMMUNICATIONSquickref

Spell it so control hears it once

PHONETIC ALPHABET

Spell names, registrations and codes with this alphabet. Alfa and Juliett are the official NATO spellings. Say them the usual way: AL-fah, JEW-lee-ett.

Letter	Word	Letter	Word
A	Alfa	N	November
B	Bravo	O	Oscar
C	Charlie	P	Papa
D	Delta	Q	Quebec
E	Echo	R	Romeo
F	Foxtrot	S	Sierra
G	Golf	T	Tango
H	Hotel	U	Uniform
I	India	V	Victor
J	Juliett	W	Whiskey
K	Kilo	X	X-ray
L	Lima	Y	Yankee
M	Mike	Z	Zulu

Digits 0 to 9: Zero, Wun, Too, Tree, Fower, Fife, Six, Seven, Ait, Niner. Registration AB12 CDE: "Alfa Bravo Wun Too, Charlie Delta Echo."

→ Radio basics · p.157158

5

5 · COMMUNICATIONSquickref

Codes vary by site. Learn YOURS.

COMMON CODES

Code Black or any suspicious item: never transmit or phone within 15 metres. Move away, out of line of sight, first. Then follow the 4 Cs: Confirm, Clear, Communicate, Control.

Status code	Meaning
Code 1	Available / On patrol
Code 2	Urgent: respond when possible
Code 3	Emergency: immediate response
Code 4	Situation under control / No assistance needed

Incident code	Meaning
Code Blue	Medical emergency
Code Red	Fire
Code Black	Bomb threat / Suspicious package
Code Silver	Weapon / Active threat
Code Adam	Missing child

These are common examples only. Write your site's codes on the My Site pages at the back of this manual.

→ Suspicious packages · p.75 → Emergency radio call · p.156159

5

5 · COMMUNICATIONSscript

Firm, warm, no apologies

REFUSING ENTRY (1/2)

Never say someone is drunk. State the decision, not a diagnosis.

Refuse entry with a reason and an alternative. One apology at most, then hold the line. Aggression? Step back, create space, call backup on the radio. Never square up.

No valid ID (corporate or visitor site)

“I can't allow entry without valid photo ID. That's site policy, for everyone's security.”

“If site policy allows, I can sign you in with a written vouch from staff.”

“Otherwise come back with photo ID and I'll help you then.”

Not on the visitor list

“I don't have a record of your appointment. Give me your name and reason, and I'll check with [name or department].”

Dress code

“Our venue has a dress code that doesn't permit [item]. You're welcome to return if you can change.”

Intoxication

“I can't let you in this evening. Can I call someone for you, or arrange a taxi?”

“say "I'm not even drunk!"”

“I haven't said you are. The decision stands for tonight. Come back another evening.”

→ Age checks: Challenge 25 · p.162 → Refusing entry (2/2) · p.161 → De-escalation · p.69160

5

5 · COMMUNICATIONSscript

Pushback, bans, capacity, searches

REFUSING ENTRY (2/2)

NEVER take custody of an unsearched bag. You do not know what is in it.

If they push back (any refusal)

“argue the decision”

“The decision is made. I can't change it at the door.”

“turn aggressive”

“I'm stepping back now. This conversation is over.”

Banned person

“You are currently banned from these premises until [date].”

“If you believe it's an error, contact our management office. I can't change it here.”

At capacity

“We're at maximum capacity for fire safety. I can't let anyone in until guests leave. You're welcome to wait.”

They refuse a bag search (condition of entry)

“Entry requires a bag search. You have every right to refuse, but then I can't let you in.”

“You're welcome to reconsider, or to return without the bag.”

A cloakroom accepts items only AFTER they are searched. A refused bag that raises suspicion: do not touch it. Treat it as suspicious: Confirm, Clear, Communicate, Control. And never refuse entry on protected grounds: race, faith, disability, sex. That is unlawful discrimination.

LEGAL BASIS · Searches by consent only; Equality Act 2010 s.29→ Search consent rules · p.29 → Suspicious items · p.75 → Age checks: Challenge 25 · p.162161

5

5 · COMMUNICATIONSquickref

No valid ID? No entry. No exceptions.

AGE ID: CHALLENGE 25

Admit someone on a vouch and they get served underage? The venue and staff face prosecution and licence review.

25

Look under 25? See ID before entry.

PASSPORT In date, showing photo and date of birth.

PHOTO-CARD driving licence With photo and date of birth.

PASS card Proof of Age Standards Scheme. Must carry the PASS hologram.

MOD identity card Military ID with photo and date of birth.

Valid ID shows a photo, a date of birth, and a hologram or UV feature. Vouching never counts for age checks. Digital ID only counts if it comes from a certified Digital Verification Service and your site accepts it. Check your site policy.

Age check at the door

“Challenge 25: you look under 25 to me, so I need ID. Passport, driving licence or PASS card.”

“say "My mate inside will vouch for me"”

“Vouching doesn't work for age checks. Only ID does. No ID, no entry tonight.”

“show ID on a phone”

“I can't accept ID on a screen for age checks. Physical ID only.”

LEGAL BASIS · Licensing Act 2003 s.19A; SI 2014/2440 Sch. para 3→ Refusing entry scripts · p.160162

5

5 · COMMUNICATIONSscript

One stage at a time. Give them the exit.

ASKING TO LEAVE (1/2)

Once they leave, your authority ends. Do not follow them off the premises.

Escalate one stage at a time. Most people leave at stage one. Your calm gives them a way out.

The escalation ladder: Stage 1 request, Stage 2 direction, Stage 3 warning

“Excuse me. I need to ask you to move on now, please. Thank you.”

“refuse or ignore the Stage 1 request”

“I've asked you to leave and you've refused. I'm now directing you to leave these premises immediately.”

“still refuse after the Stage 2 direction”

“This is your final warning. Leave now or I will use reasonable force to remove you. I may also call the police.”

Still refusing after the final warning? That is Stage 4. Read the next page BEFORE you go hands-on.

Variation: shoplifter, no arrest

“I've seen your behaviour and I'm asking you to leave the store. Do not return today.”

Variation: rough sleeper

“I can't let you stay here. There's a shelter at [location]. Can I help you get there?”

LEGAL BASIS · Common law: a trespasser may be removed after refusal and time to leave→ Stage 4: force, last resort · p.164 → Trespass removal · p.36 → De-escalation · p.69163

5

5 · COMMUNICATIONSchecklist

Stage 4: force is the last resort

ASKING TO LEAVE (2/2)

People have died from positional asphyxia during ejections. Read this before you touch anyone.

CALL backup. CHECK your training

Never alone. Physical intervention is door supervisor training only. Untrained? Do not touch: contain, observe, call police.

USE minimum force to escort

Escort holds, to the exit. Avoid taking anyone to the ground.

PROTECT their breathing

Never press on the neck, chest or stomach. Never hold anyone face-down or face-up on the ground.

MONITOR them constantly

Someone who can speak may still be unable to breathe. Breathing trouble: release immediately, get help.

DOCUMENT it immediately

Use of force report within the hour.

During any ejection

“demand your name or SIA number”

“My name is [name]. My SIA licence number is here.”

Positional asphyxiaSuffocation caused by body position. Pressure on the chest, neck or stomach stops breathing. It can kill someone who can still talk.

LEGAL BASIS · s3 Criminal Law Act 1967: reasonable force to prevent crime→ Force options matrix · p.24 → Safe restraint · p.25 → After using force · p.28 → Use of force report · p.174164

5

5 · COMMUNICATIONSscript

Direct, not accusing

CHALLENGING BEHAVIOUR

Unknown person in a restricted area

“Hello, I'm [name] from security. Can I help you? This area needs authorisation. Can I see your pass?”

Someone acting suspiciously

“Excuse me, is everything alright? I noticed you've been here a while. Can I help with something?”

Loitering

“Good evening. Are you waiting for someone, or can I direct you somewhere?”

If they push back

“get defensive”

“I'm not accusing you of anything. I'm checking everyone's okay. It's my job to keep everyone here safe.”

“refuse to answer”

“You're under no obligation to answer. But this is private property. I need to know you're authorised to be here. If not, I'll ask you to leave.”

• Approach from the front, in view.
• Keep a safe distance and an exit route.
• Open with a question: "Can I help you?"

• Never startle anyone from behind.
• Never corner them, or yourself.
• Never open with an accusation.

Something feels wrong? Trust it. Call for backup before you approach. Filming you or the site? See BEING FILMED.

→ Being filmed · p.166 → De-escalation · p.69 → Dynamic risk check · p.54165

5

5 · COMMUNICATIONSscript

Cameras are legal. Stay calm.

BEING FILMED (1/2)

Grab a phone or camera and YOU commit the offence. Assume every second is streaming live.

STAY calm and polite The video is the product. Your anger is the prize.

KEEP doing your job Stand normally. Do not block or cover the lens.

NEVER touch them or the device That is assault, on camera.

NEVER demand deletion You have no power to require it. Ever.

GIVE no security detail Camera positions, staffing, patrol times: never discuss.

REPORT it Tell control. Note time and description in the occurrence book.

Filming in public places is lawful. No permit needed. Police cannot stop public filming or delete images. Neither can you.

Auditor filming from public land

“You're fine to film from public land. I can't discuss site details. Have a good day.”

“demand your name and licence”

“I'm [first name]. My SIA licence is displayed, here.”

“try to provoke you”

“I've nothing to add. Enjoy your day.”

AuditorSomeone who films security staff and buildings hoping to provoke a reaction for online videos. Calm officers make boring videos.

→ Being filmed (2/2) · p.167 → Challenging behaviour · p.165166

5

5 · COMMUNICATIONSscript

Private land and press

BEING FILMED (2/2)

Never give a casualty's name or condition on camera. Dignity first: use screens, not snatched phones.

On private land the occupier sets the rules. You may ask filming to stop, or ask the person to leave. The camera itself stays untouched.

• Ask someone filming ON private land to stop or leave
• Use the asking-to-leave ladder if they refuse
• Ask press to stay behind a cordon line
• Shield casualties from view with your body or screens
• Report harassment or threats to police

• Seize a phone, camera or memory card
• Delete footage, or demand deletion
• Block, grab or cover a lens
• Detain anyone just for filming
• Stop filming INTO the site from public land

Press or filming crowd at an incident

“I can't comment. Our management team handles media enquiries.”

“Please stay back behind this line. Thank you.”

“keep asking questions”

“I've nothing to add. Management will issue any statement.”

LEGAL BASIS · Public filming is lawful; private land: common law trespass rules→ Asking someone to leave · p.163 → Your own camera: BWV · p.144167

5

5 · COMMUNICATIONSscript

Their words, not yours

WITNESS STATEMENTS (1/2)

One leading question can ruin evidence. Ask open questions only.

Approaching a witness

“Hello, I'm [name] from security. Did you see what happened?”

“Would you tell me what you saw? The police may use it as evidence.”

ASK: "What did you see?" Then let them speak. Do not interrupt.

ASK: "What happened next?" Keep them in their own sequence.

ASK: "Can you describe the person?" Do not suggest any detail.

ASK: "Where were you standing?" Position fixes what they could see.

ASK: "What did you hear said?" Exact words matter most.

Closing

“Thank you. Can I take your contact details in case the police follow up? Name, phone number and address, please.”

“refuse to give a statement”

“I understand. You're under no obligation. May I note what you told me, without your details?”

• Separate witnesses straight away.
• Write their exact words.
• Ask: "What did you see?"

• Never let witnesses compare stories.
• Never paraphrase or tidy their words.
• Never ask: "Did you see him hit her?"

→ Sample witness record · p.169 → Calling 999 · p.170168

5

5 · COMMUNICATIONSscenario

Copy this format

WITNESS STATEMENTS (2/2)

WITNESS name Full name, spelled back to them.

CONTACT details Phone and address.

TIME statement taken And who took it.

RELATIONSHIP to the incident Customer, staff, passer-by, friend of anyone involved.

THEIR exact words In quote marks. Read back and confirmed.

Sample witness record (copy this format)

Witness statement. Taken 21:26, 14 Mar 2026, by A. Begum (security), Unit 3, Harbour Retail Park. Witness: Priya SHARMA, 07700 900456, 12 Dock Road. Customer, no connection to the male. "I was by the tills. A man in a red jacket pushed the guard and ran for the door. He dropped a bottle. He shouted, 'Get off me.' I hadn't seen him before." Her exact words, read back to her and confirmed. Signed: P. Sharma. A. Begum.

→ Taking the statement · p.168 → Report writing · p.171169

5

5 · COMMUNICATIONSscript

The operator follows your lead

CALLING 999

SAY which service

"Police." Or ambulance, or fire.

GIVE your location first

Full address, postcode, building name. Help can move before you finish.

SAY what is happening

"Assault in progress." "I have detained a shoplifter."

SAY how many people

Involved, and anyone still on scene.

DESCRIBE suspects

Gender, age, build, height, hair, clothing, marks.

STATE weapons, if any

Seen or claimed.

STATE injuries, if any

Who is hurt and how badly.

GIVE your name and number

A callback number they can reach you on.

Model 999 call

"Police please. I'm a security officer at Westfield Shopping Centre, Ariel Way, W12 7GF. I've detained a male for theft. He's calm now but was aggressive earlier. No weapons. One member of staff has a minor injury. My name is John Smith, callback 07700 900123."

Stay on the line. Keep watching the scene. The operator will guide you.

→ Emergency numbers · p.178 → Witness statements · p.168 → Report writing · p.171170

5

5 · COMMUNICATIONSquickref

Facts, times, quotes. Sign it.

REPORT WRITING

Your report may go before a court. Write facts, precisely, professionally.

Section	Content
Header	Date, time, location, report number, your name
Summary	One sentence: what happened
Details	Chronological account with times
Persons	Names, descriptions, contact details
Evidence	CCTV cameras, items, photographs, BWV
Actions	What you did and why
Outcome	Result, police involvement, follow-up needed
Signature	Sign, print name, date, time written

Describe people in one fixed order, every time: gender, age, build, height, hair, clothing, marks.

Sample occurrence book entries

22:14 Male, approx 30s, grey hoodie, refused entry: intoxicated. Left without incident. AB. 03:05 Patrol, loading bay. Fire door 3 found insecure. Secured. Control informed. AB.

→ Sample report: good · p.172 → Use of force report · p.174 → Occurrence book · p.130171

5

5 · COMMUNICATIONSscenario

Copy this structure every time

SAMPLE REPORT: GOOD

Incident report (model)

INCIDENT REPORT 2026-041. Date: 14 Mar 2026. Location: Unit 3, Harbour Retail Park. Officer: A. Begum. Written: 21:50. SUMMARY: Male detained after leaving with unpaid goods; police attended and arrested him. DETAILS: At 21:04 I observed a male place a bottle of whisky inside his jacket. I kept continuous observation. At 21:09 he passed all tills without paying and left. At 21:10 I stopped him outside and said, "Stop, please. I need that item back." He said, "I paid for it earlier." He pushed my chest and ran. He dropped the bottle at the door. I detained him at 21:11 using an escort hold and called 999. PERSONS: Male, approx 25 to 30, slim build, around 5'10", short dark hair, red jacket, tattoo on left forearm. Witness: P. Sharma (statement attached). EVIDENCE: Bottle of whisky, £32. CCTV cameras 4 and 6, 21:00 to 21:15. My BWV, activated 21:09. ACTIONS: Detained with minimum force. Monitored his breathing throughout. Police called 21:11. OUTCOME: PC 4413 HUGHES arrested the male at 21:26. Item recovered. Staff member D. Cole: minor bruise, treatment refused. Signed: A. Begum. 14 Mar 2026, 21:50.

Write your report before viewing CCTV. Your memory is evidence. Note the exact quotes, the times, the approximations.

→ The same report, done badly · p.173 → Sample witness record · p.169 → Citizen's arrest gates · p.18172

5

5 · COMMUNICATIONSscenario

Same incident. Six failures.

SAMPLE REPORT: BAD

The same report, done badly

"Yesterday evening around closing time a suspicious looking male tried to steal some alcohol. He was obviously a shoplifter and was probably on drugs. When challenged he became abusive so we grabbed him and restrained him until police arrived. He was arrested. No further issues."

What it says	Why it fails
"Yesterday evening around closing time"	No date. No times. A court needs 21:04, not "around closing".
"Suspicious looking... obviously a shoplifter"	Opinion, not observation. State what you SAW him do.
"Probably on drugs"	A guess. You cannot diagnose. It discredits the whole report.
"He became abusive"	Quote his exact words instead.
"We grabbed him"	Who did what? Which hold? How long? Force must be justified.
No names, no signature	Unsigned reports carry no evidential weight.

• I observed
• At 21:04
• He said, "I paid for it."
• Approximately 25 to 30

• The officer observed
• Around closing time
• He was abusive
• Definitely 27

→ The model version · p.172173

5

5 · COMMUNICATIONSscenario

Threat. Response. Justification.

USE OF FORCE REPORT

No report, no defence. Write it within the hour, before you watch any footage.

THREAT

What you saw and heard that made force necessary. Exact words, exact actions.

RESPONSE

What you tried first. Then the force used: which hold, how long, by whom.

JUSTIFICATION

Why it was necessary and proportionate. Why lesser options had failed.

AFTERCARE

Their condition, breathing checks, injuries, help offered. Witnesses and footage listed.

Use of force entry (model)

THREAT: At 23:40 the male told D. Cole, "I'll knock you out," and swung a punch at his head. Other guests stood within two metres. RESPONSE: I gave two verbal warnings: "Stop now." He swung again. I used a standing arm escort hold, right arm, and walked him to the exit. Contact lasted about 40 seconds. No one went to the ground. JUSTIFICATION: He had twice tried to strike a person. Warnings had failed. The hold was the minimum needed to stop the assault and remove him. AFTERCARE: Released outside at 23:42. He stayed standing, speaking, breathing normally. No injuries seen. First aid offered; refused. BWV active throughout. Witness: D. Cole.

LEGAL BASIS · s3 Criminal Law Act 1967: reasonable force to prevent crime→ Force options matrix · p.24 → After using force · p.28 → Safe restraint · p.25 → Body-worn video · p.144174

5

5 · COMMUNICATIONSchecklist

Tick each group. Out loud.

HANDOVER BRIEFING

Poor handovers cause incidents. Never rush one.

01

INCIDENTS What happened. Status of anything ongoing. Follow-ups owed.

02

PERSONS of interest Banned individuals, suspicious persons, anyone to watch for.

03

SITE status Faults, areas locked or unlocked, alarms armed or disarmed.

04

EXPECTED events Deliveries, visitors, contractors, special activity.

05

EQUIPMENT sign-over Keys counted, radio, BWV, first aid. Full checklist: Operations section.

06

SPECIAL instructions Tasks for this shift. Management notes. Procedure changes.

07

ASK the question "Is there anything else I should know?" Wait for a real answer.

Incidents

Persons to watch

Site status

Expected events

Special instructions

Do not leave until your relief confirms they understand and are ready.

→ Equipment handover checklist · p.128 → Occurrence book · p.130175

5

5 · COMMUNICATIONSquickref

One line per task

COMMS QUICK REFERENCE

Task	Key points	See
Emergency call	Proword x3. Callsign. Location. What. Need.	Emergency Radio Call
Radio call	Who you're calling, who you are, message, over	Radio Basics
Refusing entry	Reason. Alternative. No apologies.	Refusing Entry
Age ID	No valid ID, no entry. No vouching.	Age ID: Challenge 25
Asking to leave	Request, Direction, Warning, Action	Asking to Leave
Challenge	Open questions. Front approach. Safe distance.	Challenging Behaviour
Being filmed	Legal in public. Never touch the camera.	Being Filmed
Witness	Separate. Don't lead. Exact words.	Witness Statements
999 call	Service, location, what's happening, you	Calling 999
Report	Facts, times, quotes. Sign it.	Sample Report: Good
Use of force	Threat, Response, Justification, Aftercare	Use of Force Report
Handover	Incidents, persons, site, events, kit, ask	Handover Briefing

Clear communication prevents incidents. Think before you speak. Write it like a court will read it. When in doubt: observe, document, call police.

→ Emergency radio call · p.156 → Radio basics · p.157 → Refusing entry · p.160 → Age ID: Challenge 25 · p.162 → Asking to leave · p.163 → Challenging behaviour · p.165 → Being filmed · p.166 → Witness statements · p.168 → Calling 999 · p.170 → Report writing · p.171 → Use of force report · p.174 → Handover briefing · p.175176

5

6

SECTION 06 · QUICK REFERENCE

Find any answer in ten secondsQUICK REFERENCE

Emergency numbers first. Key contacts. The SIA. A legislation index, then eight law cards in one fixed layout. Five sector checklists that add only what your sector needs. Four blank incident logs. A one-page digest at the end.

6

In this section — tap to open

QUICK REFERENCE177

EMERGENCY NUMBERS178

KEY NUMBERS179

THE SIA180

LEGISLATION INDEX181

LAW: CITIZEN'S ARREST182

LAW: USE OF FORCE183

LAW: TRESPASS184

LAW: YOUR SIA LICENCE185

LAW: DATA PROTECTION186

LAW: HEALTH & SAFETY187

LAW: LICENSED PREMISES188

LAW: EQUALITY ACT189

SECTOR: RETAIL190

SECTOR: CORPORATE191

SECTOR: EVENTS (1/2)192

EVENTS: TERRORISM (2/2)193

SECTOR: DOOR SUPERVISION194

SECTOR: CCTV OPERATOR195

INCIDENT LOG (1/4)196

INCIDENT LOG (2/4)197

INCIDENT LOG (3/4)198

INCIDENT LOG (4/4)199

QUICK REFERENCE DIGEST200

6 · QUICK REFERENCEquickref

Two numbers cover almost everything

EMERGENCY NUMBERS

999

Life at risk. Crime in progress. Fire. Serious injury. Now.

101

Crime already over. No one at risk. Suspicious activity.

Unsure which? Anyone at risk right now means 999. It is never the wrong call when life is at stake.

→ All other key numbers · p.179178

6

6 · QUICK REFERENCEquickref

Grouped by what is happening

KEY NUMBERS

WHEN	SERVICE	NUMBER
THREAT	Anti-Terrorist Hotline	0800 789 321
THREAT	Crimestoppers (anonymous)	0800 555 111
UTILITIES	National Gas Emergency	0800 111 999
UTILITIES	Power cut (National Grid)	105
WELFARE	NHS non-emergency advice	111
WELFARE	Samaritans	116 123
WELFARE	NSPCC (child protection)	0808 800 5000
WELFARE	Childline	0800 1111
DATA	ICO (Information Commissioner's Office)	0303 123 1113

Write your site's control room and key holder numbers on the My Site pages at the back. Check them every first shift.

→ 999 and 101 · p.178 → Suspicious item procedure · p.75179

6

6 · QUICK REFERENCEquickref

Your regulator on one page

THE SIA

Breaching your licence conditions is a criminal offence. Wear your licence where it can be seen.

Websitewww.gov.uk/sia

Business support line (holders: use SIA account/form)0300 123 9298

Licence check (public register)services.sia.homeoffice.gov.uk/rolh

Report wrongdoingwww.gov.uk/report-security-staff-or-companies

Written enquiriesContact form at www.gov.uk/sia

Covert role (close protection, store detective)? Carry your licence and produce it on request. Non-front-line holders produce theirs on inspection. Reporting a crime? Call police first, then give the crime number on the SIA form.

LICENCE	COVERS
Security guarding	Static guarding, mobile patrol, reception
Door supervision	Licensed premises, venues, events
CCTV (public space)	Public area surveillance
Close protection	Protecting individuals
Cash and valuables in transit	Secure transport of cash and valuables

LEGAL BASIS · s9(4) Private Security Industry Act 2001 (licence conditions)→ Licence law and penalties · p.185180

6

6 · QUICK REFERENCEmatrix

Find your authority, then the card

LEGISLATION INDEX

POWER OR TOPIC	AUTHORITY	CARD
Citizen's arrest	s24A PACE 1984	Law: Citizen's Arrest
Use of force	s3 Criminal Law Act 1967	Law: Use of Force
Self-defence	Common law; s76 CJIA 2008	Law: Use of Force
Removing trespassers	Common law (occupier)	Law: Trespass
Aggravated trespass	s68 CJPOA 1994 (police enforce)	Law: Trespass
Your SIA licence	Private Security Industry Act 2001	Law: Your SIA Licence
Data, CCTV, BWV	UK GDPR & Data Protection Act 2018	Law: Data Protection
Safety at work	Health and Safety at Work etc. Act 1974	Law: Health & Safety
Licensed premises	Licensing Act 2003	Law: Licensed Premises
Discrimination	Equality Act 2010	Law: Equality Act
Venue terror duties	Terrorism (Protection of Premises) Act 2025	Events: Terrorism (2/2)
Theft, damage, assault	Theft Act 1968; Criminal Damage Act 1971; OAPA 1861	Section 1: Legal Powers

Every law card uses the same layout: what it lets you do, limits, penalty. PACE: Police and Criminal Evidence Act. CJIA: Criminal Justice and Immigration Act. CJPOA: Criminal Justice and Public Order Act. OAPA: Offences Against the Person Act. BWV: body-worn video.

→ Citizen's arrest card · p.182 → Use of force card · p.183 → Trespass card · p.184 → SIA licence card · p.185 → Data protection card · p.186 → Health and safety card · p.187 → Licensed premises card · p.188 → Equality card · p.189 → Full arrest flowchart · p.18181

6

6 · QUICK REFERENCEquickref

The power behind the four gates

LAW: CITIZEN'S ARREST

Unlawful arrest is false imprisonment. You can be sued and prosecuted. Run the four gates first.

Indictable offenceA serious crime that can be tried in Crown Court. Theft, burglary and robbery all qualify.

WHAT IT LETS YOU DO	Arrest anyone committing an indictable offence. Or anyone you reasonably suspect is committing one. Offence already over? Arrest only if it definitely happened. Then you may arrest anyone reasonably suspected of it.
LIMITS	All four gates must pass. Arrest only when necessary. Necessary means stopping them: hurting themselves or others, getting hurt, causing property loss or damage, or making off. Ask: could police realistically arrest instead? If yes, do not arrest. Refusing a name is never a ground: that is police-only. No citizen's arrest for racial, religious or sexual-orientation hatred offences.
PENALTY IF YOU GET IT WRONG	Unlawful arrest is false imprisonment and assault. You can be sued, prosecuted, and lose your licence.

LEGAL BASIS · s24A PACE 1984; s24(5)(a) PACE (police-only ground)→ The four gates flowchart · p.18 → Force during arrest · p.183182

6

6 · QUICK REFERENCEquickref

Three tests before any contact

LAW: USE OF FORCE

You must justify every use of force. Every push, every hold.

WHAT IT LETS YOU DO	Use reasonable force to prevent crime or make a lawful arrest. Defend yourself or others. You need not wait to be hit.
LIMITS	Force must be necessary, proportionate and reasonable. Try words first. Step down the moment they calm. Courts judge what you honestly believed at the time.
PENALTY IF YOU GET IT WRONG	Excessive force is assault, or worse. Expect prosecution, a civil claim and licence action.

Going hands-on risks lives. Restraint can kill. Read the safe restraint pages before your first shift.

LEGAL BASIS · s3 Criminal Law Act 1967; s76 CJIA 2008→ Force options matrix · p.24 → Safe restraint · p.25 → De-escalation first · p.69183

6

6 · QUICK REFERENCEquickref

Ask. Wait. Then minimum force.

LAW: TRESPASS

Going hands-on before asking is assault. Expect arrest and a civil claim. Force is the last resort, never the opening move.

WHAT IT LETS YOU DO	Ask a trespasser to leave, on the occupier's behalf. They refuse after reasonable time to go? Escort them off. Use reasonable minimum force only then, with the occupier's authority.
LIMITS	This is the occupier's COMMON LAW right, not a police power. Ask first. Wait. CJPOA directions and aggravated trespass arrests are police-only. Violent or threatening? Disengage where possible and call police. Self-defence rules then apply (s3 Criminal Law Act 1967).
PENALTY IF YOU GET IT WRONG	Early or excessive force is assault and battery. You can be arrested and sued.

Simple trespass is CIVIL, not a crime. Police rarely attend. Aggravated trespass (intent to intimidate, obstruct or disrupt) is criminal: call police.

LEGAL BASIS · Common law (occupier); s68 CJPOA 1994 (police)→ Removal procedure · p.36 → Word-for-word script · p.163184

6

6 · QUICK REFERENCEquickref

Your licence, your livelihood

LAW: YOUR SIA LICENCE

Working a licensable role unlicensed is a crime: up to 6 months' prison and an unlimited fine.

WHAT IT LETS YOU DO	Work licensable security roles once the SIA licences you. Your licence proves identity, criminality and training checks passed.
LIMITS	Wear your licence where it can be seen, every licensable shift. Covert roles (close protection, store detective): carry it, produce it on request. Never work unlicensed. Never accept a shift deploying unlicensed staff.
PENALTY IF YOU GET IT WRONG	Working unlicensed: up to 6 months' prison and an unlimited fine. Deploying unlicensed staff: up to 6 months and an unlimited fine in magistrates' court. On indictment: up to 5 years and an unlimited fine. Hiding your licence breaches conditions: a criminal offence, plus suspension or revocation.

LEGAL BASIS · ss.3, 5, 9 Private Security Industry Act 2001→ SIA contacts and licence check · p.180185

6

6 · QUICK REFERENCEquickref

Handle data like it is evidence

LAW: DATA PROTECTION

Miss the one-month data request deadline and the ICO can act against your company. Log it and escalate the same shift.

WHAT IT LETS YOU DO	Collect and use personal data for security: CCTV, incident reports, visitor logs, body-worn video. Lawful when you collect only what the job needs.
LIMITS	Keep data secure. Delete it when no longer needed. Tell people they are recorded: signage. Never share footage or records without authorisation. Someone asks for their own data? Log it and escalate today.
PENALTY IF YOU GET IT WRONG	Fines reach £17.5 million or 4% of total annual worldwide turnover, whichever is higher. That is for the most serious infringements. Misusing data can also cost you your job.

Subject access request (SAR)A person asking for a copy of their own data. It can be verbal. 'Can I see your CCTV of me?' counts.

LEGAL BASIS · UK GDPR; Data Protection Act 2018→ CCTV footage requests · p.195 → ICO number · p.179186

6

6 · QUICK REFERENCEquickref

Safety duties cut both ways

LAW: HEALTH & SAFETY

WHAT IT LETS YOU DO	Take reasonable care of your own safety. Protect others your work affects. Report hazards without blame. Ask for the training and kit the job needs.
LIMITS	Never interfere with safety equipment. Never ignore a hazard because it is not your job. Follow site rules and risk assessments. A task turns dangerous? Stop and reassess before continuing.
PENALTY IF YOU GET IT WRONG	You have personal duties: you can be prosecuted, not just your employer. Fines are unlimited. The worst cases bring prison.

Your employer must give you a safe system of work. Missing kit, no training, lone shifts with no check-ins: report it in writing.

LEGAL BASIS · ss.2, 7, 33 Health and Safety at Work etc. Act 1974→ Dynamic risk assessment · p.54187

6

6 · QUICK REFERENCEquickref

Four objectives rule the night

LAW: LICENSED PREMISES

Selling alcohol to under-18s is a criminal offence. Challenge 25 protects you and the licence.

Challenge 25Ask anyone who looks under 25 for ID. Serve or admit only when ID proves 18 or over.

WHAT IT LETS YOU DO	Support the licence holder on all four objectives. Prevent crime and disorder. Keep the public safe. Prevent public nuisance. Protect children from harm. Refuse entry and sales that would breach the licence.
LIMITS	Know tonight's conditions: capacity, hours, search policy, door staff numbers. Run Challenge 25 at the door and the bar. Accept only photo ID with date of birth and a hologram or ultraviolet (UV) mark. Accept: passport, photocard driving licence, PASS card (Proof of Age Standards Scheme), or MOD identity card.
PENALTY IF YOU GET IT WRONG	Under-18 sales are criminal offences (Licensing Act 2003, ss.146-147). Condition breaches can trigger a licence review and close the venue.

LEGAL BASIS · Licensing Act 2003; mandatory licence conditions (age verification)→ Door supervision checklist · p.194 → Refusing entry lawfully · p.189188

6

6 · QUICK REFERENCEquickref

Refuse fairly or pay for it

LAW: EQUALITY ACT

Refusing under-18s and Challenge 25 checks are lawful. Discriminating against adults is not.

WHAT IT LETS YOU DO	Refuse entry for reasons anyone could trigger: behaviour, intoxication, dress code, a ban. Refuse under-18s and run Challenge 25: the services age rules only protect adults (18+).
LIMITS	Never refuse entry or treat someone worse because of a protected characteristic. These are: age, disability, gender reassignment, pregnancy or maternity, race, religion or belief, sex, sexual orientation. Age-based treatment of adults is lawful only where objectively justified. Marriage and civil partnership: protected at work only, not services.
PENALTY IF YOU GET IT WRONG	Discrimination claims land in court. You and your employer can both be sued. Compensation, legal costs and licence scrutiny follow.

Give the real, lawful reason for every refusal. Document it. 'Venue policy' with no reason invites a discrimination claim.

LEGAL BASIS · Equality Act 2010, Part 3; s28(1)(a) (age exception for under-18s)→ Refusing entry script · p.160 → Challenge 25 rules · p.188189

6

6 · QUICK REFERENCEchecklist

What retail adds to the basics

SECTOR: RETAIL

Never chase a fleeing offender. Let them go. Note direction of travel. Call police.

SteamingA group rushing a store together to overwhelm staff and steal.

TEST the EAS gates EAS: Electronic Article Surveillance. The door alarm gates.

REVIEW the banned persons list Photos if available. Every shift.

WALK high-theft areas first Spirits, razors, cosmetics, electronics.

VARY patrol times and routes Predictable patrols protect nothing.

CHECK fitting rooms per policy Count items in. Count items out.

EAS alarm? Approach politely Invite them back to the till. Stay calm: tags misfire.

SEE the whole sequence, or do not approach Selection, concealment, keeping it, last till, exit.

GANG theft? Do not intervene Steaming: observe, describe, direct CCTV, call 999.

TILL snatch? Stand back Protect people, not cash. Call 999. Preserve the scene.

PRESERVE CCTV for every incident Ask control before it overwrites.

→ Arrest: the four gates · p.18 → De-escalation · p.69 → Occurrence book and handover · p.130190

6

6 · QUICK REFERENCEchecklist

Access control is the job

SECTOR: CORPORATE

Tailgating defeats every other control. Every person badges in. No exceptions.

VERIFY every visitor No exceptions, whoever they claim to be.

MATCH photo ID to the face Look up from the card. Compare.

CONFIRM the host first Before any badge is issued.

CHALLENGE tailgating politely 'Sorry, I need everyone to badge in.'

LOG entries and exits accurately The log is your evacuation roll call.

COLLECT badges on departure Chase unreturned badges the same day.

CHECK the contractor list Approved list, plus the work order or permit.

VERIFY certificates for risky work Hot works, roofs, confined spaces.

BRIEF site rules and emergencies Before work starts, not after.

CHECK on contractors during work Confirm departure. Take the badge back.

CONFIRM every visitor signed out Reconcile the log before you lock up.

SWEEP, then arm the alarm All areas clear, doors locked, per procedure.

→ Refusing entry script · p.160 → Handover · p.128 → Occurrence book · p.130191

6

6 · QUICK REFERENCEchecklist

Crowds move like water

SECTOR: EVENTS (1/2)

Dangerous crowd density? STOP admitting people. Alert control now.

ATTEND the event briefing Know the plan, your post, your responsibilities.

STUDY the site map Emergency exits, first aid points, control room.

TEST your radio Correct channel. Full battery.

LEARN tonight's search procedure Consent-based. Know the prohibited items list.

KNOW capacity and count method Ask before doors open.

KEEP emergency exits clear At all times. No stock, no barriers, no queues.

WATCH for surges and crush points Report crowd concerns IMMEDIATELY.

NEVER push against crowd pressure Open more exits. Keep movement flowing.

GUIDE a steady exit Exit and post-event: prevent rushing and bottlenecks.

SWEEP toilets and hidden areas Before you secure the site.

→ Counter-terror duties, overleaf · p.193 → Search by consent · p.29 → De-escalation · p.69192

6

6 · QUICK REFERENCEchecklist

Martyn's Law and your venue

EVENTS: TERRORISM (2/2)

Suspicious item: do not touch it. Do not use your radio or phone near it.

Martyn's LawThe Terrorism (Protection of Premises) Act 2025. Public-protection duties for premises holding 200+ and events of 800+ people, staff included. Expected in force from 2027. The SIA regulates it.

01

ASSESS items with HOT Hidden? Obviously suspicious? Typical of this location?

02

CLEAR the area if suspicious Small item 100m. Car 200m. Lorry 400m.

03

REPORT to control. Call 999 From a safe distance, away from the item.

KNOW the four procedures Evacuation out. Invacuation (shelter inside). Lockdown. Communication.

ATTACK: RUN, HIDE, TELL Free ACT awareness training: ProtectUK.police.uk.

Anti-Terrorist Hotline (concerns and tip-offs)0800 789 321

Guidance and free trainingProtectUK.police.uk

LEGAL BASIS · Terrorism (Protection of Premises) Act 2025→ Martyn's Law duties in full · p.78 → Suspicious package response · p.75 → Active threat response · p.81193

6

6 · QUICK REFERENCEchecklist

The door sets the night's tone

SECTOR: DOOR SUPERVISION

Duty of care continues after ejection. Never eject anyone into danger.

WEAR your licence visibly Check it before the queue forms.

KNOW tonight's licence conditions Capacity, hours, search policy, banned list with photos.

RUN Challenge 25 on ID Passport, photocard driving licence, PASS card or MOD identity card. Venue policy covers anything else.

REFUSE intoxicated people Firm, polite, no debate.

SEARCH only with consent Follow venue policy. No consent, no search.

WATCH the queue for flashpoints Queue jumping starts most door fights.

PATROL toilets regularly Drug use and dealing hide there.

DE-ESCALATE early Step in at raised voices, not thrown punches.

EJECT safely, never into danger Call a taxi or a friend for vulnerable people.

DOCUMENT every ejection Time, reason, force used, witnesses.

SWEEP all areas at close Clear the venue calmly.

→ Challenge 25 law · p.188 → Lawful refusals · p.189 → Search by consent · p.29 → Safe restraint · p.25 → De-escalation · p.69194

6

6 · QUICK REFERENCEchecklist

You are the site's memory

SECTOR: CCTV OPERATOR

Never release footage without authorisation. One wrong release is a data breach.

LOG IN and record the time Your session log is evidence too.

CHECK every camera works Report faults immediately. Blind spots invite incidents.

CONFIRM the system is recording Monitors on is not the same as recording.

TAKE regular screen breaks Tired eyes miss things.

REFUSE informal footage requests Direct everyone to the data protection contact.

LOG every request Who asked, when, what footage.

POLICE request? Note details Officer name, number and crime reference.

MARK incident footage now Before it overwrites. Know your site's retention period.

→ Data protection law · p.186 → Occurrence book · p.130195

6

6 · QUICK REFERENCEfill

Facts only. 24-hour clock. Sign it.

INCIDENT LOG (1/4)

Your notes are evidence. Courts trust notes made at the time. Write in ink. Never erase: cross out with one line and initial.

Date

Time (24-hour)

Location

Incident type (circle): Theft · Assault · Ejection · Trespass · Damage · Medical · Alarm · Suspicious activity · Other

What happened (facts, in order)

People involved (names, descriptions)

Witnesses (names, contact details)

Police called: Y / N Crime reference:

CCTV preserved: Y / N Camera and time window:

Action taken

Reported to (name, time)

Officer name and SIA licence number

Signature · Date and time written

→ How to write it · p.171 → Occurrence book rules · p.130196

6

6 · QUICK REFERENCEfill

Facts only. 24-hour clock. Sign it.

INCIDENT LOG (2/4)

Date

Time (24-hour)

Location

Incident type (circle): Theft · Assault · Ejection · Trespass · Damage · Medical · Alarm · Suspicious activity · Other

What happened (facts, in order)

People involved (names, descriptions)

Witnesses (names, contact details)

Police called: Y / N Crime reference:

CCTV preserved: Y / N Camera and time window:

Action taken

Reported to (name, time)

Officer name and SIA licence number

Signature · Date and time written

→ How to write it · p.171197

6

6 · QUICK REFERENCEfill

Facts only. 24-hour clock. Sign it.

INCIDENT LOG (3/4)

Date

Time (24-hour)

Location

Incident type (circle): Theft · Assault · Ejection · Trespass · Damage · Medical · Alarm · Suspicious activity · Other

What happened (facts, in order)

People involved (names, descriptions)

Witnesses (names, contact details)

Police called: Y / N Crime reference:

CCTV preserved: Y / N Camera and time window:

Action taken

Reported to (name, time)

Officer name and SIA licence number

Signature · Date and time written

→ How to write it · p.171198

6

6 · QUICK REFERENCEfill

Facts only. 24-hour clock. Sign it.

INCIDENT LOG (4/4)

Date

Time (24-hour)

Location

Incident type (circle): Theft · Assault · Ejection · Trespass · Damage · Medical · Alarm · Suspicious activity · Other

What happened (facts, in order)

People involved (names, descriptions)

Witnesses (names, contact details)

Police called: Y / N Crime reference:

CCTV preserved: Y / N Camera and time window:

Action taken

Reported to (name, time)

Officer name and SIA licence number

Signature · Date and time written

Photocopy a blank page before you use the last one. Witness statements need their own form.

→ Witness statements · p.168199

6

6 · QUICK REFERENCEquickref

This section in ten lines

QUICK REFERENCE DIGEST

MOMENT	RULE
Any arrest	All FOUR gates pass. Then 999 at once
Any force	Necessary, proportionate, reasonable. Last resort
Trespasser	Ask. Wait. Only then minimum force
Your licence	Wear it visibly, every licensable shift
Data request	Log it. Escalate today. One-month clock
Looks under 25	Challenge 25: passport, driving licence, PASS, MOD ID
Refusing entry	Lawful reason. Never a protected characteristic
Suspicious item	HOT. Do not touch. Clear. 999
Footage request	Refuse. Log. Refer to data protection contact
Any incident	Write it, sign it, within the hour

999

Life at risk or crime in progress. Everything else: 101.

WHEN IN DOUBT: OBSERVE. DOCUMENT. CALL POLICE.

→ Legislation index · p.181 → Emergency numbers · p.178 → The four gates · p.18200

6

SECTION 0 · BACK MATTER

Your site, your licence, your notes.BACK MATTER

My Site pages for your site's details and contacts. Scotland and Northern Ireland differences. Your licence record and SIA contacts. Looking after yourself after an incident. About Get Licensed. Four notes pages. Quick reference at the end.

BACK MATTERfill

Fill this in on day one.

MY SITE (1/2)

Update this whenever your site details change. Check every line on your first shift. Ask your supervisor for anything you cannot find.

Site name

Site address

Postcode

Assignment instructions location

Muster point

First aid kit location

Defibrillator location

Fire panel location

→ Site contacts · p.203202

BACK MATTERfill

Numbers you need before you need them.

MY SITE (2/2)

Control room number

Site supervisor name and number

Site manager name and number

Duty manager number

CCTV operator number

DPO name and number

Local police station

Maintenance / facilities number

Key holder number

Emergency proword

Stand-down proword

Prowords are in your assignment instructions. Duress word: memorise it. Never write it down. A written duress word is no longer hidden.

DPOData Protection Officer. Answers for CCTV, body-worn video (BWV) and personal data at your site.

→ Site details · p.202203

BACK MATTERmatrix

Different law north of the border.

SCOTLAND

You can be prosecuted for using a power that does not exist in Scotland. Check before acting.

Topic	England & Wales	Scotland
Citizen's arrest	s.24A PACE: four gates	No PACE. Narrow common law power only: a serious crime you witnessed.
Your SIA licence	Valid	One licence covers the UK.
Emergency numbers	999 and 101	Same. 999 and 101.
Licensed premises	Licensing Act 2003	Licensing (Scotland) Act 2005. Different rules, different offences.
Trespass	Civil only, no arrest power	Not the same. Some trespass is a criminal offence under the Trespass (Scotland) Act 1865, and the Land Reform (Scotland) Act 2003 gives public access rights.

PACEThe Police and Criminal Evidence Act 1984. The law behind the four arrest gates in England and Wales.

This manual states England and Wales law. In Scotland, when in doubt: observe, document, call police.

204

BACK MATTERmatrix

Different law. Same licence.

NORTHERN IRELAND

Topic	Detail
Police force	PSNI (Police Service of Northern Ireland). Call 999 or 101.
Your SIA licence	One licence covers the UK.
Arrest law	Mirrors England and Wales: the four gates apply (Art 26A PACE (NI) Order 1989). When in doubt: observe, document, call PSNI.

CARRY your SIA licence SIA licensing has covered NI since 1 December 2009. In-house door staff: from 1 April 2010.

WEAR it where it can be seen Same licence conditions as Great Britain.

LEGAL BASIS · Art 26A PACE (NI) Order 1989; PSIA 2001 (Amendment) (NI) Order 2009→ My Licence · p.206205

BACK MATTERfill

Your number, your renewal, your proof.

MY LICENCE

Breaching your licence conditions is a criminal offence (s.9(4) PSIA 2001). It can also cost you your licence: suspension or revocation. WEAR your licence where it can be seen, whenever you work. Covert roles (close protection, store detective): carry it and produce it on request.

Licence number (16 digits)

Licence sector

Issue date

Expiry date

Renewal reminder set for

First aid certificate expiry

SIA websitewww.gov.uk/sia

Licence check (Register of Licence Holders)services.sia.homeoffice.gov.uk/rolh

Report wrongdoingwww.gov.uk/report-security-staff-or-companies

LEGAL BASIS · s.9(4) Private Security Industry Act 2001→ Northern Ireland · p.205206

BACK MATTERquickref

Look after yourself too.

AFTER AN INCIDENT: YOU

One page in this manual covers you after a bad incident: checks, welfare and where to get help. Use it. It lives in the Incidents section.

Samaritans116 123. Free, any hour.

→ After the incident: you · p.95 → Notes pages · p.209207

BACK MATTERtext

Trained. Licensed. Working.

ABOUT GET LICENSED

Get Licensed has trained people for security work since 2007. Book training, track your licence and find work at get-licensed.co.uk.

450,000+

People trained since 2007. 95% first-time pass rate. 100+ UK locations.

Questions about this manual? Contact us through get-licensed.co.uk.

208

BACK MATTERfill

Facts only. 24-hr clock. Date and sign.

NOTES (1/4)

Sample notes entry

22:14. Male, approx 30s, grey hoodie, refused entry. Intoxicated. Left towards High Street. No force used.

Date

Time

Entry

Signature

209

BACK MATTERfill

Facts only. 24-hr clock. Date and sign.

NOTES (2/4)

Date

Time

Entry

Signature

210

BACK MATTERfill

Facts only. 24-hr clock. Date and sign.

NOTES (3/4)

Date

Time

Entry

Signature

211

BACK MATTERfill

Facts only. 24-hr clock. Date and sign.

NOTES (4/4)

Date

Time

Entry

Signature

212

BACK MATTERquickref

The whole section in ten seconds.

BACK MATTER QUICKREF

Need	Where
My site details and contacts	My Site (1/2) and (2/2)
Scotland differences	Scotland page p.204
Northern Ireland differences	Northern Ireland page p.205
Licence number and renewal	My Licence page
Support after an incident	After an Incident: You
Blank notes	Notes (1/4) to (4/4)

Licence checkservices.sia.homeoffice.gov.uk/rolh

SIA websitewww.gov.uk/sia

Report wrongdoingwww.gov.uk/report-security-staff-or-companies

Samaritans116 123

When in doubt: observe, document, call police.

→ My Site · p.202 → Scotland · p.204 → Northern Ireland · p.205 → My Licence · p.206 → After an incident · p.207 → Notes · p.209213

INDEX

1

100 metres76

10140, 178

4

4 Cs76

7

72 hours44

9

9999, 14, 22, 32, 40, 53, 58, 64, 71, 83, 88, 91, 101, 115, 124, 170, 178

999 call125

999 information82

A

ABC26

Abdominal thrusts12, 107

Abduction91

ABH59

About208

Abuse89

Access control136, 137, 191

Access route125

ACT74

Activation146

Active threat81

Adrenaline120

Adult at risk89

AED11, 104, 105

After force28

After incident207

After the event20

Aftercare174

Age verification162

Aggravated trespass35, 184

Aggression69

Agonal breathing101

Airspace77

Airway12, 13, 100, 106

Airway obstruction107

Alarm83, 146

Alarm types147

Alfa158

All clear86

Allergic reaction120

Ambulance14, 62, 124, 125

Amputation111

Anaphylaxis120

Annotated example173

Announcement144

Anti-terrorist hotline74

Approach script56

Armed police82

Arrest18, 20

Arrest power39

Arrest procedure22

Arrest words21

Ask to leave36

Asking to leave163

Aspirin118

Assault58, 59

Assault on officer96

Assembly point85

Attacker81

Auditor166

B

Back blows12, 107

Back matter201, 213

Backup15

Bad report173

Licence149

Bag search29, 161

Ban37

Banned68, 161

Barred37

Blade72

Blank form196, 197, 198, 199

214

INDEX

B

Bleed kit110

Bleeding10, 109

Blood loss112

Blotchy skin121

Body language69

Body-worn video144, 145

Breaks135

Breathing13, 100

Briefing128, 175

Broken bone113

Burns114

BWV28, 144, 145

C

Call police40

Call structure157

Camera166

Cameras141

Can't breathe25

Cannot touch30

Capacity161, 192

Cardiac118

Cardiac arrest11, 102

Catastrophic bleeding110

CCTV28, 42, 64, 140, 141, 142, 186, 195

CCTV evidence47

Cctv footage143

Certifications8

Chain of custody46

Challenge74, 165

Challenge 25162, 188, 194

Chase56

Check-in133

Checklist5

Checkpoints131

Chemical burns115

Chest pain118

Chest thrusts108

Child abuse93

Child CPR103

Child exploitation67

Childline94

Choking12, 107, 108

Citizen's arrest18, 21, 182

Civil39

Claims153

Clammy112

Classification52

Cling film114

Clocking points131

Code black159

Code blue159

Codes159

Collapse9, 101

Commands82

Common assault19

Common law35, 184

Communication79, 87

Communications155, 176

Compressions11, 102

Concealed weapon72

Concealment55

Condition of entry31

Consent29

Consent refused30

Contacts53, 179, 203, 213

Contamination45

Contents3, 51, 99, 127, 177

Contractors150, 191

Control holds24

215

INDEX

C

Control room53, 203

Convulsion116

Cooling114

Copyright2

Cordon47, 76, 167

Corporate191

County lines67

Court48

CPR11, 102

Criminal39

Criminal damage19

Crisis87

Crisis team88

Cross-examination49

Crowd management192

D

Daily duties127

Daily log130

Danger100

Data breach44

Data controller42

Data handling145

Data protection41, 141, 143, 186, 195

Data request43

De-escalation69, 70

Dealing65

Dealing signs66

Defence lawyer49

Defibrillator104

Deliveries151

Dementia89

Description order171

Descriptions170

Detain18, 22, 59

Detained57

Diabetic117

Digest16, 176, 200

Direct pressure10, 109

Disclaimer2

Disclosure94

Discrimination137, 161, 189

Distance72

Distress87

Documentation28, 37, 57

Door188

Door search31

Door supervision194

Dpo203

DR ABC100

Dress code160

Dressing109

Drills80

Drink spiking63

Drone77

Drug log33

Drug recognition66

Drugs61, 65, 67, 122

Drugs found33

Drunk61

Duress134, 156

Duty of care62, 187, 194

Dynamic risk54

E

EAP95

EAS190

Edge colours4

Eject62

Ejection163, 164, 194

Electrical burns115

Embedded object111

216

INDEX

E

Emergency9, 97, 98, 156, 178

Emergency call14, 124, 170

Emergency contact8

England and Wales2

Enhanced tier78

Entry136

Epilepsy116

EpiPen120

Equality189

Equipment check129

Escalation24, 52, 53, 134, 139

Escalation ladder163

Escort36

Etiquette157

Evacuate71

Evacuation76, 79, 84

Events192

Evidence45, 57, 60, 64, 65, 130, 145, 168, 196, 210

Evidence log46

Exact words169

Exclusion37

Exits91, 192

Exploitation90

Extinguisher83

Eye injury111

F

Face droop119

False alarm86, 147

False imprisonment20

FAST119

Manual1

Fight58

Filming166, 167

Final warning70

Fines186

Fire83

Fire alarm86

Fire brigade85

Fire marshal84

Firearm71

First aid60, 99

First shift7

Fitting116

Flowchart5

Footage145

Footage requests195

Force23, 183

Force matrix24

Force report174

Formats5

Former employees38

Found items152

Four gates18

Fracture113

G

Gas179

GBH59

GDPR41, 186

Get Licensed1, 208

Giving evidence49

Glucose117

Golden rules45

H

Haemorrhage109

Haemostatic10, 110

Handover15, 128, 129, 175

HASAWA187

Hazards187

Health and safety187

Heart attack118

Helpline90

217

INDEX

H

Hidden75

High value153

Honest belief27

Host confirmation148

Hostile reconnaissance73

HOT75, 193

Hot work150

Hotline179

How to use4

Hyper117

Hypo117

I

ICO44, 179

Icon key6

Icons6

ID160, 162

Id check136

If safe54

Imminent attack27

Incident132, 142

Incident log196, 197, 198, 199, 209

Incident report171

Incidents51, 97, 98

Index4, 97, 98, 177, 181

Indictable19, 59, 182

Infant choking108

Infant CPR103

Infection121

Insulin117

Intervention58

Intoxicated61, 62

Intoxication63, 160

Intruder146

Invacuation79

J

Juliett158

Jurisdiction17, 204, 205

Justification174

K

Key control138

Key log138, 139

Keys138

Knife32, 71, 72

L

Last till55

LEAPS69

Legal authority181

Legal powers17

Legislation50, 181

Levels52

Licence180, 206

Licence check180, 206

Licensing objectives188

Life threat9

Lithium battery83

Loading bay151

Lockdown79

Log130

Loitering165

Lone working133, 134

Lone-worker device133

Lost key139

Lost property152, 153

M

Martyn's Law78, 79, 80, 193

Media167

Medical99, 126

Medical mimics61

Mental health87, 88

Missed check-in134

Missing adult92

Missing child91

Missing key139

218

INDEX

M

Missing person92

Misuse of drugs33

Model report172

Modern slavery90

Monitoring26, 141

My site202

N

Naloxone123

Narcan123

NATO158

Navigation4, 5, 16

Necessary23

Necessity18, 182

Needle spiking63

Neglect93

Night shift133

Non-emergency40

Northern Ireland17, 205

Nosebleed111

Notebook211

Notes209, 210, 211, 212

NSPCC94

O

Oath48

Occupier35

Occurrence book130, 171

One month43

Open questions168

Operations127, 154

Operator14, 125

Opinion173

Opioid123

Opioids122

Overdose122, 123

P

PACE182

Pacemaker105

Pads104

Paediatric103

Paediatric pads105

Page types5

Pale112

Panic alarm147

Paraphernalia66

PASS162

Patrol131, 132

PEEP84

Permits150

Personal data41

Personal details8

Phonetic alphabet158

Photography166

Physical intervention164

Pir147

Poisoning122

Police170, 178

Police request143

Positional asphyxia25, 164

Possession65

Power cut179

Powers summary50

Pre-emptive27

Pregnant108

Preparation7

Preparedness80

Preserve footage142

Press167

Primary survey100

Priority156

Privacy41

Private land167

219

INDEX

P

Prohibited items34

Prone25

Proportionate23, 183

Prosecution39

Protected characteristic189

Protester68

Protesters38

Proword156

PSIA185

Psni205

Pss licence140

PTT157

Public land166

Public space surveillance140

Pushback161

Q

Quick reference16, 50, 97, 98, 126, 154, 176, 177, 200

Quickref213

R

R v Self20

Radio155, 156, 157

Rash121

Re-entry86

Reasonable183

Reasonable force23, 36, 164

Receipt34

Reception135

Reconciliation149

Reconnaissance77

Record212

Recording144

Records130

Recovery26

Recovery position13, 106

Reference201

Refuge84

Refusal137, 189

Refuse29

Refuse entry34, 160

Register152

Regulator180

Release26

Relief129, 135

Removal68, 184

Renewal206

Report28, 44, 94, 96, 180

Report mistakes173

Report writing171

Reporting74

Reports155

Rescue breaths102, 103

Response100, 146

Responsible person80

Restraint25, 26

Restricted area165

Retail190

Retail worker96

Retention42, 195

RICE113

RIDDOR96

Risk92

Risk assessment54

Robbery57

Roger157

Roll call85

Rough sleeper68

Rough sleepers38

Route131

Run hide tell81, 193

220

INDEX

S

S24A182

Safeguarding89, 93, 94

Safety132

Samaritans88, 95, 207

Same-gender31

Sample report172

Sample statement169

SAR43, 186

Scalds114

Scenarios137

Scene preservation47

Scope2

Scotland17, 204

Scots law204

Script21

Scripts70, 155

Search29, 91, 92

Search find32

Search limits30

Second officer15

Section two51

Sections4

Seize33

Seizure116

Self-defence27, 183

Sepsis121

Serious burns115

Setup7

Severity52

Sexual assault60

Shift change175

Shift end129

Shift start128

Shock104, 112

Shoplifter20, 56

Shoplifting55, 190

SIA78, 180, 206

SIA licence8, 140, 185

Sign in148

Sign out138, 149

Signage31, 42

Signing151

Site details202

Sling113

Slurred speech119

Spelling158

Spiking63, 64

Spinal injury106

Sprain113

Stabbing10, 110

Standard tier78

Statement168

Static post135

Status codes159

Statute181

Steaming190

Stop observe report132

Storage34, 152

Stress95

Stroke119

Subject access43

Subject access request143

Suicide88

Summary126, 154, 200

Summary-only19

Summons48

Surveillance73

Suspicious74

221

INDEX

S

Suspicious behaviour73, 142, 165

Suspicious item193

Suspicious package75, 76, 151

Sweep84

Symbols6

T

Tailgating137, 191

Taking over128

Team response15

Terrorism73, 78, 81, 193

Theft55, 56, 57

Threat level24

Threats70

TIA119

Till snatch190

Title1

Tourniquet10, 110

Trafficking90

Training208

Transfer46

Transport hub67

Trauma95

Trespass35, 184

Trespasser68, 163

Trespasser removal36

Triage9, 16, 126

TRiM95

U

UAV77

Uk gdpr141

Unaccounted85

Unattended item75

Unconscious13, 101, 106

Under-18188

Underage162

Unlicensed185

Unresponsive11, 101

Use of force174

V

Verification136, 153

Victim96

Victim care60, 64

Vigilance135

Visitor160

Visitor pass148

Visitor departure149

Visitors148, 191

Vulnerable38, 92

Vulnerable adult89

W

Warning6

Warning signs93

Weapon found32

Weapons71

Wear licence185

Welfare95, 207

Wellbeing207

Wet chest105

When in doubt200

When to call124

Wilco157

Withdraw54

Witness168

Witness box48

Witness record169

Work order150

Worked example172

222

NOTES

NOTES

YOUR NOTES ARE EVIDENCE · DATE AND SIGN223

Every answer.
On every shift.

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