remote monitoring operations - skills for...

Remote Monitoring Operations National Occupational Standards

FINAL Version January 2014

Final approved National Occupational Standards

for

Remote Monitoring Operations

January 2014



Key purpose

The key purpose of Remote Monitoring Operations is to respond to events and

communications from remote monitoring systems, in order to protect life and

property.

Overview

These Standards define the competencies required to carry out the functions

carried out by those who are employed in the Security Search Sector.

The NOS are intended as a high level strategic overview of the competencies

required to fulfil the tasks required in the workplace. The NOS are not designed

to describe specific roles; role definitions are normally based on a number of

the functions and therefore a number of the standards.

There is no expectation, therefore, that a job role would encompass all the

performance requirements across every standard, rather that specific jobs

utilise appropriate standards.

The standards have been devised based on best practice for the definition of

NOS. Each comprises a number of performance criteria which an individual

should demonstrate to be competent in the sector. Each standard also has

underpinning knowledge and understanding, although in the NOS there is not

an immediate and direct relationship between an individual performance

criterion and a knowledge and/or understanding statement; the latter underpin

the whole of the standard.

It should be noted that the approach to working may differ across the four

nations of the UK. The NOS have been written to enable any differences to be

accommodated and to enable different terminology to be applied as

appropriate. However, regardless of the national context, at the heart of work is

to develop, implement and maintain agreed remote monitoring procedures to

enhance the protection of life and property.



NOS Contents

Technical NOS

Title Activities covered

SFSREM1 Maintain confidentiality and security of

remote monitoring information

Maintain confidentiality and security of remote

monitoring information

SFSREM2 Observe areas using CCTV systems

Prepare to observe areas using CCTV systems

Observe CCTV camera images and react to

incidents

SFSREM3 Maintain security when carrying out

remote monitoring activities

Maintain personal security when carrying out


Maintain company security when carrying out


SFSREM4 Record information within remote

monitoring operations

Ensure completion of documents in line with your

organisational procedures

SFSREM5 Handle remote monitoring activations

Use technology effectively in handling activations

Use effective communication procedures

Review incidents and allocate resources

SFSREM6 Respond to customer issues in the

remote monitoring sector

Gather information on telephone callers’

problems

Propose solutions for telephone callers

Take action to deliver solutions

SFSREM7 Maintain security of remote monitoring

control room and facilities

Arrange for appropriate escorting of visitors

Control entry and exit of control room and

facilities

Maintain control room visitors log

SFSREM8 Maintain the performance of remote

monitoring systems

Identify, create and monitor maintenance

agreements

Agree fault reporting procedure

Arrange for equipment maintenance



SFSREM9 Oversee incidents identified during

remote monitoring activity

Oversee incidents identified during remote

monitoring activity

SFSREM10 Manage service continuity of remote


Plan and prepare for service continuity

Manage service continuity of remote monitoring

operations

SFSREM11 Support the testing of remotely

monitored systems

Support the testing of remotely monitored

systems

SFSREM12 Commission remote monitoring

systems Commission remote monitoring systems

Common Core NOS

No Title

SFS 1 Protect yourself from the risk of violence at work

SFS 2 Make sure your own actions reduce risks to health and safety

SFS 3 Promote a healthy and safe culture in the workplace

SFS 4 Communicate effectively with others

SFS 5 Give a positive image of yourself

SFS 8 Develop productive working relationships with colleagues

SFS 9 Develop productive working relationships with colleagues and stakeholders

SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements

SFS 14 Promote equality and value diversity

SFS 16 Assess and address risk to the environment

SFS 18 Produce documents in a business environment

SFS 19 Report writing

Imported NOS

No Title

CFAM&LBA3 Lead your Team

SFSCTV13 Maintain CCTV recording media libraries and preserve potential evidence

SFJDA10 Present information to courts or other hearings



Signposted NOS

The NOS listed below, from the Management and Leadership suite of NOS developed by Skills CFA have been identified as relevant to the sector. These NOS can be downloaded from the NOS database www.ukstandards.co.uk and then searching on the relevant NOS title

No Title

LAA1 Manage yourself

LAA2 Develop your knowledge, skills and competence

LAA3 Develop and maintain your professional networks

LBA2 Provide leadership in your area of responsibility

LBA3 Lead your team

LBA7 Promote equality of opportunity, diversity and inclusion

LCA1 Identify and evaluate opportunities for innovation and improvement

LCA4 Implement change

LDA1 Plan the workforce

LDA3 Induct individuals into their roles

LDB1 Build teams

LDB2 Allocate work to team members

LDB3 Quality assure work in your team

LDB4 Manage people’s performance at work

LDB5 Manage team communications

LDB6 Support remote/virtual teams

LDB8 Manage conflict in teams

LDB9 Promote staff well being

LDC1 Identify individuals’ learning needs and styles

LDC2 Support individuals’ learning and development

LDC3 Mentor individuals

LDC4 Coach individuals

LDC5 Help individuals address problems affecting their performance

LDD1 Develop and sustain productive working relationships with stakeholders

LDD2 Develop and sustain productive working relationships with stakeholders

LDD3 Develop and sustain productive working relationships with other departments

LDD5 Manage conflict in the broader work environment

LDD7 Represent your area of responsibility in meetings

LEB1 Provide healthy, safe, secure and productive working environments and practices

http://www.ukstandards.co.uk/

SFSREM1 Maintain confidentiality and security of remote monitoring information

SFSREM1 Maintain confidentiality and security of remote monitoring information 6

Overview This NOS sets out the skills, knowledge and understanding for you to maintain

confidentiality and security of information in a remote monitoring environment.

The NOS covers the following activities:

1. Maintain confidentiality and security of remote monitoring information

This NOS is for anyone involved with remote monitoring activities, whether at

operator, supervisor or first line manager level within an organisation



Performance

criteria

Maintain confidentiality and security of remote monitoring information

You must be able to:

P1 recognise information that is required to be confidential

P2 recognise information that can be shared with authorised persons

P3 inform others of the limits of confidentiality applicable to your role

P4 keep information secure following your organisational procedures

P5 ensure information is provided only to people who are authorised to receive it

P6 take appropriate action to deal with breaches of confidentiality and security of

information

P7 inform relevant people when there is a breach of confidentiality and security of

information



Knowledge and

understanding

Maintain confidentiality and security of remote monitoring information

You need to know

and understand:

K1 current relevant legislation, regulations, codes of practice and guidelines

relating to the confidentiality and security of information

K2 how and why it is important to maintain the confidentiality and security of

information

K3 how to identify information that must remain secure and confidential

K4 how and why it is important to secure information to ensure confidentiality and

security

K5 where and how information should be stored

K6 your organisational procedures for maintaining safety and security of

information

K7 how and why it is necessary to identify authorised persons



Additional information

Glossary

In these National Occupational Standards;

authorised persons are those people who may need to receive information, and

includes but not exclusive to: response services; alarm installers and maintainers;

system owner; end user

relevant people are those who may be required to be informed of breaches of

security, and includes but is not exclusive to: supervisor, line manager



Developed by Skills for Security

Version number 1

Date approved January 2014

Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security

Original URN SFSREM1

Relevant

occupations

Elementary Occupations; Elementary Security Occupations

Suite Remote Monitoring Operations

Key words security; remote; monitoring; information; confidential


SFSREM2 Observe areas using CCTV systems 11

Overview This NOS sets out the skills, knowledge and understanding for you to make best use

of cameras, systems and information in a remote monitoring environment.

This NOS covers the following activities:

1. Prepare to observe areas using CCTV systems

2. Observe CCTV camera images and react to incidents

This NOS is aimed at remote monitoring operators who use CCTV systems to

observe areas and react to incidents



Performance

criteria



P1 confirm that your CCTV equipment is functioning correctly, following your

organisation's instructions and procedures

P2 adjust your equipment and system controls to obtain optimum performance

from the system

P3 identify any faults in system performance and report them to the appropriate

person

P4 organise your work area so that you can work efficiently and safely

P5 make sure your monitor screens are clean to maximise clarity of image

P6 complete required records accurately, legibly and within required timescales

P7 keep your work area clean and hygienic

Observe CCTV camera images and react to incidents


P8 use CCTV systems and equipment in line with operating instructions and within

legal constraints

P9 where appropriate, recognise activities or incidents that should be recorded

following your organisation's instructions and guidelines

P10 control and use systems to their full operational ability to assess the incident

and provide an appropriate response

P11 interpret information you are given to select the most appropriate cameras and

viewing areas

P12 prioritise multiple incidents in relation to their seriousness or your instructions

P13 interpret and report incidents promptly and calmly to the appropriate person

P14 work with third parties in a way that is effective and efficient

P15 monitor the progress of incidents as required

P16 maintain the confidentiality of information observed and recorded in line with

relevant legislation and codes of practice

P17 complete incident logs accurately, legibly and within required timescales



Knowledge and

understanding

Legislation and organisational requirements

You need to know

and understand:


relating to using CCTV systems


You need to know

and understand:

K2 operational instructions and procedures you should follow when preparing to

observe areas using CCTV systems

K3 how to confirm that your equipment is working and what to do if it is not

K4 health and safety guidance relating to good ergonomic practice and the use of

visual display units

K5 how to adjust and use your equipment and system controls to get best

performance, including making the best use of external lighting

K6 the terminology used with CCTV systems and usage

K7 the importance of maintaining a tidy, hygienic work area and how this can

impact on your work efficiency and safety

Observe CCTV camera images and react to incidents

You need to know

and understand:

K8 the local geography of the areas that you observe

K9 the area of coverage of each camera that you use

K10 the operational capabilities and limitations of systems and equipment that you

use

K11 how to use systems to get their best performance, including using real and time

lapse recording

K12 how to prioritise multiple incidents, how to assess incidents that you are

observing, and the appropriate action that you should take

K13 how to maintain effective and efficient working relationships with other third

parties




Glossary

In these National Occupational Standards:

equipment that you will use when observing areas will include, but is not

exclusive to: cameras (static and pan-tilt-zoom), screens, system controls,

multiplex cameras and monitors, real and lapse time recorders, lights

systems might be, but is not exclusive to: audio hailing, ptz, access control, pre-

sets, arming and disarming, omitting, testing

records that you need to make may include, but is not exclusive to: incidents,

equipment, duties, access

third parties that you will liaise with during incidents could be, but is not exclusive

to: police, key holders

activities or incidents that you will need to observe will include, but is not

exclusive to: single, multiple, criminal, non-criminal




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words security; remote; monitoring; CCTV; incidents; equipment

SFSREM3 Maintain security when carrying out remote monitoring activities

SFSREM3 Maintain security when carrying out remote monitoring activities 16

Overview This NOS sets out the skills, knowledge and understanding for you to maintain both

personal and company security in a remote monitoring environment.


1. Maintain personal security when carrying out remote monitoring activities

2. Maintain company security when carrying out remote monitoring activities

This NOS is aimed at everyone who works in a remote monitoring environment



Performance

criteria

Maintain personal security when carrying out remote monitoring activities


P1 respond to and report suspected or actual security issues, following approved

guidelines and procedures

P2 use items of safety equipment in accordance with manufacturer's instructions

P3 comply with your organisation's procedures for the protection, security and

confidentiality of information at all times

P4 be alert, and respond appropriately and promptly to any signs of suspicious or

unusual activity when travelling to or from your place of work and whilst at work

P5 follow company procedures for the use of social media and mobile technology

Maintain company security when carrying out remote monitoring activities


P6 operate access control systems in line with organisational procedures

P7 operate security equipment in line with organisational procedures

P8 report faults, malfunctions or unacceptable performance in security equipment

promptly to an appropriate person

P9 be alert and respond appropriately and promptly to any signs of unusual or

suspicious behaviour or activity of colleagues, suppliers and persons who are

in the vicinity of your workplace which may compromise the security of the

workplace

P10 take prompt, appropriate and approved action when security issues or

concerns are suspected or identified

P11 comply with your organisation's security and confidentiality procedures at all

times, including data protection, evacuation procedures and business

continuity arrangements



Knowledge and

understanding

Maintain personal security when carrying out remote monitoring activities

You need to know

and understand:

K1 what you should do in the event of actual or suspected security issues (e.g.

Tiger kidnap; assault etc.), and the reporting and escalation procedures for

your organisation

K2 the methods that criminals use to gather information that may compromise the

safety and security of yourself and your colleagues

K3 the importance of confidentiality and protection of information, and why you

should not divulge work related issues outside the workplace, including

following company procedures for social media and mobile technology

K4 how to use items of personal safety equipment, without endangering yourself

or others

K5 how to recognise signs of unusual or suspicious activity in others, and what

you should do when this is identified

K6 the personal and commercial implications of suspected or actual security

issues

K7 the steps that you can take to protect your own and your family's safety

Maintain company security when carrying out remote monitoring activities

You need to know

and understand:

K8 your organisation's security procedures relating to emergency evacuation plans

and business continuity arrangements

K9 where access control and other security equipment is located and how to

operate it

K10 how and when to check that security equipment is functioning correctly, and

the procedure to follow in the event of a malfunction

K11 how to recognise signs of unusual or suspicious behaviour both inside and

outside the workplace, and the action that you should take when it is identified

K12 your organisation's procedures for dealing with actual or suspected security

issues at your workplace and the action that you should take

K13 the entry and exit procedures for your workplace, to include your responsibility

and authority with regard to opening and closing procedures, and the

limitations on access to secure areas within the workplace



K14 your organisation's information security procedures

K15 relevant legislation, codes of practice and regulations

K16 the escalation procedures within your organisation in the event of a breach or

potential breach of security




Glossary

suspected or actual security issues: something that compromises, or has the

potential to compromise the safety of yourself, or your colleagues or your family,

and includes, but is not exclusive to: a Tiger kidnap threat, an attack on the

workplace, assault or threatened assault, conspiracy to steal information, any

unusual or suspicious behaviour.

access control systems: these are systems designed to ensure that only

authorised persons are allowed access. Within the remote monitoring

environment these systems can include, but not exclusive to: personal transfer

units, interlock systems, door readers.

safety equipment: items of equipment specifically designed to protect the safety

of people in the workplace and can include, but not exclusive to: panic buttons,

counter-duress alarms, emergency communication equipment.




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words security; remote; monitoring; suspicious; access; control

SFSREM4 Record information within remote monitoring operations

SFSREM4 Record information within remote monitoring operations 22

Overview This NOS sets out the skills, knowledge and understanding for you to maintain

accurate auditable documentation.

This NOS covers the following activity

1. Ensure completion of documents in line with your organisational procedures

This NOS is aimed at remote monitoring operators who are required to complete

documentation as part of their normal working practices



Performance

criteria

Ensure completion of documents in line with your organisational procedures


P1 identify essential documentation to be completed relating to remote monitoring

operations

P2 complete all essential documentation accurately and within agreed timescales

whilst following legal guidelines and your organisational procedures

P3 complete all essential documentation in a retrievable format

P4 ensure that the final document meets with the requirements of the person(s)

who requested it or make any amendments accordingly

P5 take prompt and appropriate action to deal with identified gaps in information

P6 ensure that completed documents are only provided to person(s) who are

authorised to receive it

P7 maintain confidentiality and security of information relating to remote




Knowledge and

understanding

Ensure completion of documents in line with your organisational procedures

You need to know

and understand:


relating to remote monitoring operations and information security

K2 why it is important to follow legal guidelines and your organisational procedures

when completing documentation

K3 how and why it is important to identify essential documentation to be completed

K4 how and why you should complete essential documentation accurately and

within agreed timescales

K5 why it is important to complete documentation using a retrievable format

K6 the different methods of recording information

K7 how and why you should ensure that the final document is correct and, if not,

what action you should take

K8 what action to take to deal with gaps in information

K9 how and why it is important to confirm who is authorised to receive completed

documents

K10 how and why it is important to maintain confidentiality and security of

information relating to remote monitoring operations




Glossary


Documentation: refers to any documents that you may be required to complete

in order to meet audit trails and satisfy operational standards




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; security; operations; record; information; documents


SFSREM5 Handle remote monitoring activations 27

Overview This NOS sets out the skills, knowledge and understanding for you to handle remote

monitoring activations. The NOS uses the word ‘activations’, which in some

organisations may be referred to as ‘events’.


1. Use technology effectively in handling activations

2. Use effective communication procedures

3. Review incidents and allocate resources

This NOS is aimed at operators within a remote monitoring centre who deal with

remote monitoring activations as part of their normal work activity



Performance

criteria



P1 log on to the required systems using the correct security procedures

P2 follow the correct operating procedures for the system being used and the type

of activation being received

P3 recognise, and take appropriate action for genuine and false activations

P4 access and analyse activations from relevant devices to identify a potential

distress or duress situation

P5 use relevant technology, when appropriate, to identify the location of the

activation

P6 communicate accurate information to relevant persons, giving due regard to its

priority and sensitivity

P7 use the correct procedures to address problems in sending information

P8 update information onto systems correctly and promptly

P9 identify and report faults in systems promptly and accurately to the relevant

authority



P10 communicate in a clear, concise and accurate manner, providing the

information required to deal effectively with activations

P11 communicate at a pace and level appropriate to promoting understanding with

the person with whom you are communicating

P12 remain calm, communicate in a professional manner and retain control of the

communication

P13 use agreed codes and communications procedures accepted by your

organisation


You must be able to: P14 identify and prioritise incidents promptly and correctly, using the appropriate

systems, in line with your organisation's procedures

P15 arrange for the correct resources to be provided, in accordance with your



assessment of the incident and your organisation's requirements

P16 obtain additional information from the appropriate source when needed in order

to assess the required response

P17 inform the relevant authorities of your actions in line with your organisation's

requirements, where applicable

P18 inform relevant people of the progress of incidents within agreed timescales

and in sufficient detail for their needs

P19 maintain accurate and up to date records of incidents in line with your

organisation's requirements



Knowledge and

understanding

Legal and organisational requirements

You need to know

and understand:


applicable to your role

K2 your organisation's accepted wording when communicating with callers,

including appropriate codes and when to use them

K3 when to use the different types of questioning of open, closed and probing

questions, depending upon the information being sought and the requirements

of different callers

K4 the importance of effective listening, and how to apply this

K5 techniques which demonstrate that you are listening and which maintain the

callers' effective participation in calls

K6 the principal skills required for effective communication, and how to apply and

adapt these according to the different types of communication and the needs of

different types of caller, and the needs of your organisation

K7 the importance of maintaining a flow of conversation with callers, and

techniques for ensuring that this occurs whilst you update screens and manage

other resources relating to calls

K8 your organisation's procedures and facilities for addressing the needs of callers

with special communications requirements

K9 your levels of responsibility and authority, including when communicating with

emergency services external to your organisation, and to whom to refer when

such levels are exceeded

K10 the importance of time management, and how to apply this effectively in

ensuring effective response to callers

K11 techniques for maintaining control of calls whilst promoting a positive

relationship with callers

K12 your organisation's call handling standards relating to the quality of calls and

the service provided


You need to know K13 how to use the different communications systems available to you within your



and understand:

organisation

K14 circumstances when particular communications systems might be preferred to

others

K15 how to operate the functions of different type of technology, including , where

appropriate, audio recording devices and location tracking devices

K16 how to confirm the authenticity of different types of activations and the action

that you should take if you are concerned or suspicious about the information

received

K17 how to recognize the difference between a genuine and false activation and the

factors that might trigger false activations

K18 how to recognise different types of activations, your organisation's procedures

for dealing with the different types and the importance of prompt and effective

action

K19 how to recognise when someone may be in distress or under duress and the

action that you should take

K20 what to do in the event of actual or suspected criminal activity

K21 who to escalate problems with systems and activations to

K22 the different types of systems and relevant industry standards and how to react

appropriately in line with operational procedures

K23 the importance of maintaining accurate, complete and auditable records


You need to know

and understand:

K24 how to ensure that your communication is clear, concise and accurate

K25 the importance of communicating at an appropriate pace and level in order to

promoted understanding with the person with whom you are communicating

K26 the agreed codes and communication procedures that are used by your

organisation and are known by end users


You need to know

and understand:

K27 the range of services/resources available to you in dealing with incidents

K28 the factors to consider in determining the correct level of response to

incidents/events



K29 the internal/external authorities which need to be informed of your actions, and

the progress and outcomes of incidents/events, according to the circumstances

of the incidents and the resources that you have arranged




Glossary


type of activations that you may be required to handle includes, but is not

exclusive to: intruder; fire, lift, personal attack, scaffold, industrial, environmental,

lone worker; CCTV, medical, duress, signalling faults, access control, vehicle,

open/close, inhibit, fault, tamper, logistic.

systems might be, but is not exclusive to: audio hailing, ptz, access control, pre-

sets, arming and disarming, omitting, testing.




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; CCTV; activations; systems

SFSREM6 Respond to customer issues in the remote monitoring sector

SFSREM6 Respond to customer issues in the remote monitoring sector 35

Overview This NOS is about dealing with customers via the telephone, normally following a

remote alarm activation, as part of your work activities in a control room or

communications centre in the remote monitoring sector, and covers the following

activities:

1. Gather information on telephone callers’ problems

2. Propose solutions for telephone callers

3. Take action to deliver solutions

This NOS is aimed at operators within remote monitoring centres whose work

involves responding to customer issues as part of their normal work activities



Performance

criteria

Gather information on telephone callers’ problems


P1 take responsibility for the call and for addressing the caller's problem

P2 gather all of the information that you need from the caller on the details of the

problem using appropriate questions

P3 identify accurately and acknowledge the problem as perceived by the caller

P4 confirm your understanding of the details of the problem with the caller, on a

regular basis during the call

P5 respond to the caller in a way that minimises concern

P6 meet the levels of service and quality required by your organisation

P7 complete any necessary records accurately and in line with your organisation's

procedures



P8 follow all relevant processes and procedures for solutions to the caller's

problem

P9 ensure that the information you provide to the caller regarding possible

solutions is accurate and relevant to their needs

P10 keep the caller informed of developments concerning the problem, where

applicable

P11 take approved actions in line with your organisation's agreed procedures,

where no immediate solution to the callers problem can be agreed




You must be able to: P12 set in motion procedures to solve the caller's problem promptly and accurately

P13 inform relevant people of the progress of incidents within agreed timescales

and in sufficient details for their needs

P14 refer any problems that are outside the limits of your responsibility to the

relevant person

P15 keep the caller informed of the actions you have taken, where applicable

P16 maintain accurate records of your actions in line with your organisation's

procedures



Knowledge and

understanding


You need to know

and understand:


applicable to your role

K2 techniques relating to the identification of customer needs and of identifying

and analysing the nature of problems and complaints

K3 the principal interpersonal skills required for effective telephone communication

and how to apply and adapt these according to the needs of different types of

callers, and the needs of your organisation

K4 your organisation's call handling standards relating to the quality of calls and

the service provided

K5 when to seek advice from others about solutions to customer problems, and

who to ask

K6 your organisation's complaints procedure

K7 your organisation's procedures for dealing with difficult callers

K8 how to develop and maintain constructive and positive relationships with

customers by telephone

K9 key types of customer and their principal respective needs and requirements

K10 your levels of responsibility when addressing problems, and to whom to refer if

these levels are exceeded

K11 the importance of maintaining confidentiality, and your organisation's

requirements regarding what information may be released and to whom

K12 acceptable parameters of working practices to solve customer problems

K13 how to develop and maintain constructive and positive relationships with

customers by telephone

Gather information on telephone callers’ problems

You need to know

and understand:

K14 how to prioritise information based on customer needs

K15 questioning techniques and the circumstances when particular techniques

might be used

K16 methods of communication and when to use these to best effect




You need to know

and understand:

K17 how to assess the availability and suitability of resources, and alternative

resources, towards addressing problems

K18 the importance of reaching consensus with others

K19 how functions within your organisation relate to the decision-making process

K20 the importance of informing and consulting others about problems and

proposals, and of encouraging them to offer ideas and views

K21 possible areas of deviation from your organisation's standards and levels of

service


K23 communication strategies that could apply to solving problems for customers


You need to know

and understand:

K24 the importance of informing and consulting others about problems and

proposals, and of encouraging them to offer ideas and views

K25 possible areas of deviation from your organisation's standards and levels of

service


K27 communication strategies that could apply to solving problems for customers




Glossary


problems that you may be required to deal with can be, but are not exclusive to:

maintenance issues, genuine and false activations, keyholder information,

emergencies, account details, general enquiries




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; customers; problems; solutions

SFSREM7 Maintain security of remote monitoring control room and facilities

SFSREM7 Maintain security of remote monitoring control room and facilities 42

Overview This NOS sets out the skills, knowledge and understanding for providing a safe and

secure remote monitoring control room environment.


1. Arrange for appropriate escorting of visitors

2. Control entry and exit of control room and facilities

3. Maintain control room visitors log

This NOS is aimed at operators, supervisors or first line managers whose

responsibility includes the escorting of visitors and entry and exit to the control room

and remote monitoring facilities



Performance

criteria



P1 confirm that people visiting the control room and facilities have the required

authority to do so

P2 inform all visitors of the requirement for being escorted in a clear and polite

manner

P3 ensure that you have the required authority to escort visitors

P4 correctly apply company procedures relating to visitors entering the control

room and facilities

P5 complete all necessary documentation accurately and within agreed timescale

P6 maintain confidentiality and security of remote monitoring operations

Control entry and exit of control room and facilities


P7 confirm persons wishing to access the control room have the appropriate

authorisation to do so

P8 control the issue and return of visitor passes where applicable in line with your


P9 report promptly to the appropriate person, any incident in which employees or

visitors do not comply with entry requirements

P10 inform visitors of all necessary health and safety procedures relating to the

areas to be visited

P11 ensure that unauthorised removal of equipment or, where appropriate,

evidence does not take place

P12 ensure the area is secure following the entry or exit of an employee or

authorised visitor

P13 maintain confidentiality and security of remote monitoring operations

P14 ensure that facilities are presentable in line with operational procedures and

standards




You must be able to: P15 gather and record relevant information from visitors in an appropriate manner

to allow completion of visitors log and other necessary documentation

P16 ensure that the visitors log is completed in line with your organisational

procedures

P17 secure and store the visitors log following your organisational procedures

P18 maintain confidentiality and security of information relating to the control room



Knowledge and

understanding


You need to know

and understand:


relating to data protection

K2 your organisation's escort procedures relating to the control room and facilities

K3 your organisational procedures for controlling entry to and exit from premises


information relating to remote monitoring operations


You need to know

and understand:

K5 how and why it is important that people visiting your facilities have the required

authority to do so

K6 how and why it is important that all visitors are escorted in line with your


K7 how and why it is important to complete all necessary documentation

Control entry and exit of control room and facilities

You need to know

and understand:

K8 how and why it is important to be able to recognise the types of identity and

other authority documents that you have to check in order to allow access to

the control room

K9 who is able to authorise visitors to the control room

K10 the process for the issue and return of visitor passes

K11 how to recognise invalid identity documentation

K12 how and whom to report incidents relating to people attempting to enter

premises without the appropriate valid authority

K13 the limits of your authority and responsibility relating to entry and exit

K14 what you should in the event of lost identification or other passes




You need to know

and understand:

K15 what information you need and where to access it

K16 how to make sure information is correct and current

K17 the approved style and format that you should use for written information

K18 how and why it is important to record accurately all relevant information in the

visitors' log to enable identification of visitor and duration of stay

K19 who has access to the completed visitors log and for what purpose




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; security; systems; operational; requirements; facilities;

operations; visitors

SFSREM8 Maintain the performance of remote monitoring systems

SFSREM8 Maintain the performance of remote monitoring systems 48

Overview This NOS sets out the skills, knowledge and understanding for an effective

maintenance regime of remote monitoring systems.


1. Identify, create and monitor maintenance agreements

2. Agree fault reporting procedure

3. Arrange for equipment maintenance

This NOS is aimed at those with managerial responsibility for maintaining the

performance of remote monitoring systems



Performance

criteria

Identify, create and monitor maintenance agreements


P1 identify the different types of equipment that may require maintenance to

ensure the performance of remote monitoring systems

P2 agree and confirm service level arrangements with maintenance contractors to

ensure optimum operational performance of remote monitoring systems is

maintained

P3 confirm with maintenance contractors their understanding of your

organisational requirements

P4 monitor compliance with the agreed contract standard for maintenance

P5 complete required documentation accurately and within agreed timescales

P6 record accurate details of agreements and pass the information to relevant

people who will need the information

P7 monitor and review maintenance agreements



P8 agree fault reporting system with maintenance contractors to ensure any fault

is reported in an appropriate manner to reduce down time of equipment

P9 identify the different maintenance needs to maintain the performance of remote

monitoring systems

P10 monitor compliance with the agreed contract standard for maintenance

P11 record accurate details of agreements and pass the information to relevant

people who will need the information

P12 determine at what stage which partners, if any, need to be advised of faults


You must be able to: P13 recognise faults that impact on the performance of remote monitoring systems

P14 report details of the fault to the appropriate maintenance contractor following

approved fault reporting procedures

P15 ensure all details of the fault are logged correctly following your organisational

procedures and safety recommendations



P16 confirm the reported fault is fixed satisfactorily and within agreed timescales

P17 identify any outstanding works to be completed with set target date for

completion and take appropriate action



Knowledge and

understanding


You need to know

and understand:


relating to maintenance agreements (service level agreements)


relating to equipment maintenance

Identify, create and monitor maintenance agreements

You need to know

and understand:

K3 how and why it is important to identify the different equipment that may require

maintenance to ensure the optimum operational performance of remote

monitoring systems

K4 how to identify critical elements of the remote monitoring system

K5 with whom you should agree maintenance level arrangements (service level

agreements)

K6 how and why you should monitor compliance with the agreed contract

K7 why you should maintain accurate details of maintenance agreements

K8 how and why it is important to confirm with maintenance contractors your

organisational requirements


You need to know

and understand:

K9 how and why it is important to identify the different maintenance needs to

maintain the performance of remote monitoring systems

K10 how and why it is important to use different methods when reporting faults

K11 how to present details of faults in a clear manner and in different formats

K12 how and why systems faults may impact on others


You need to know

and understand:

K13 how and why it is important to recognise when equipment is faulty

K14 how and why you should follow your organisational procedures when reporting

faults



K15 how to determine the difference between fault maintenance and routine pre-

planned maintenance

K16 how and why you should agree a pre-planned maintenance program

K17 why it is important to identify any outstanding works to be completed and take

appropriate action

K18 how and why you should confirm that a fault is fixed




Glossary


relevant people: someone who may be required to be informed and includes but

is not exclusive to; supervisor, manager, client, law enforcement agencies,

statutory bodies, maintenance company, contractor, service provider, services,

third parties, line manager, suppliers, partners, agencies and staff




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote monitoring; CCTV; security systems; performance; fault; record;

equipment

SFSREM9 Oversee incidents identified during remote monitoring activity

SFSREM9 Oversee incidents identified during remote monitoring activity 55

Overview This NOS sets out the skills, knowledge and understanding for you to oversee

incidents identified during remote monitoring activity, which includes supporting staff,

liaising with third parties and maintaining the security of information. It covers the

following activity:

1. Oversee incidents identified during remote monitoring activity

This NOS is aimed at supervisors or first line managers



Performance

criteria

Oversee incidents identified during remote monitoring activity


P1 support staff in carrying out their role during an incident

P2 liaise with appropriate services and third parties to ensure incidents are

managed effectively

P3 gather sufficient relevant information from differing sources regarding the

emergency or incident

P4 ensure relevant incident documentation is completed and maintained in line

with operational procedures

P5 ensure an effective system is in place for debriefing of staff and obtaining staff

feedback

P6 ensure staff have access to an appropriate counselling service when

necessary

P7 monitor performance of staff to ensure compliance with operational procedures

P8 identify weaknesses in incident handling procedures and suggest improvement

to relevant persons

P9 maintain security and confidentiality of all information

P10 identify single points of contact with whom to develop and implement an

agreed exchange of information



Knowledge and

understanding


You need to know

and understand:

K1 current, relevant legislation, regulation, codes of practice and guidelines

relating to storage and access of information

K2 current, relevant legislation, regulation, codes of practice and guidelines

relating to exchange of information

K3 current legislation, regulation, codes of practice and guidelines relating to

storing, accessing and releasing information

K4 operational requirements to meet your organisational requirements

Oversee incident management

You need to know

and understand:

K5 how and why it is important to allocate tasks appropriately to remote monitoring

staff

K6 how and why staff should be supported when carrying out their role during an

incident

K7 how and why it is important to gather sufficient information from different

sources

K8 operational procedures for the completion and maintenance of incident related

documentation

K9 how and why it is important to ensure staff are debriefed and have an

opportunity for providing feedback

K10 why it is important to ensure an appropriate counselling service is in place for

staff as and when needed

K11 how and why it is important to monitor staff performance during emergency and

incidents

K12 how and why it is important to liaise with services and third parties towards the

successful outcome of an incident




Glossary


appropriate persons: someone who may need to be informed of an incident and

includes but not exclusive to; authorised persons, line manager, senior manager,

client, building security staff, highways authority, law enforcement agencies,

statutory bodies, contractor, supplier.

emergency or incident: a spontaneous significant event which is likely to be the

result of but not exclusive to; crime, traffic, fire, flood, disaster, bomb, power

failure, building closure, attack and war.




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; CCTV; security; control; room; incident; management;

supervise; information; storage

SFSREM10 Manage service continuity of remote monitoring operations

SFSREM10 Manage service continuity of remote monitoring operations 60

Overview This NOS sets out the skills, knowledge and understanding for you to respond

effectively to emergencies which may affect remote monitoring operations.


1. Plan and prepare for service continuity

2. Manage service continuity of remote monitoring operations

This NOS is for first line managers involved with remote monitoring activities, whose

responsibility includes responding to emergencies, including service continuity

arrangements



Performance

criteria



P1 identify threats that could cause a disruption to service delivery

P2 assess the risk to service delivery based on valid reliable and current

information and data

P3 develop a proposed service continuity strategy commensurate with identified

threat and risk

P4 agree data recovery processes with relevant persons

P5 prepare for access denial to site

P6 ensure casualty, counselling and rehabilitation strategy is in place for when

necessary

P7 maintain confidentiality and security of information relating to service continuity

plans and remote monitoring operations

Manage service continuity of remote monitoring operations


P8 assess the risk to service delivery based on valid reliable and current

information and data

P9 balance proposed service continuity strategy with your operational

requirements

P10 make sure the scope of threat to remote monitoring operations and the

limitations of the service continuity strategy are understood by relevant persons

P11 determine suitable sufficient resources to support your service continuity

strategy

P12 agree with relevant persons a plan of action

P13 maintain the confidentiality and security of remote monitoring operations

P14 ensure regular training and testing of staff to carry out action plans for

emergencies

P15 carry out evacuation and relocation drills on a regular basis

P16 simulate systems or equipment failure to assess emergency response of staff

P17 carry out regular reviews of action plans, amending as necessary



Knowledge and

understanding


You need to know

and understand:


relating to remote monitoring operations

K2 current organisational information protection procedures and measures


You need to know

and understand:

K3 how and when to activate the service continuity procedures

K4 how and who to contact following system or equipment failure

K5 how and with who to agree data recovery processes

K6 how and why you should carry out regular review of action plans


information relating to service continuity plans and remote monitoring

operations

K8 how and why it is important to identify threats that could cause disruption to

service delivery

K9 how and why it is important to assess the risk to service delivery

K10 preparation procedures to maintain the security of remote monitoring

operations

K11 why it is important to carry out evacuation and relocation drills on a regular

basis



Manage service continuity of remote monitoring

You need to know

and understand:

K12 recording and reporting requirements

K13 how and why it is important to identify threats that could cause disruption to

service delivery

K14 how and why it is important to assess the risk to service delivery

K15 why you should develop and balance a proposed service continuity plan

against your operational requirements

K16 the abilities of team members and their individual roles and responsibilities

K17 how and with who to agree a plan of action

K18 why it is important to carry out evacuation and relocation drills on a regular

basis

K19 how and why it is important to ensure regular training and testing of staff

K20 the limitations of your role and your responsibilities regarding service continuity

management




Glossary


emergencies: a spontaneous event which is likely to be the result of but not

exclusive to; crime, traffic, fire, flood, disaster, bomb, power failure, building

closure, attack and war.

relevant persons: someone who may be required to be informed and includes

but is not exclusive to; supervisor, manager, client, law enforcement agencies,

statutory bodies, maintenance company, contractor, service provider, services,

third parties, line manager, suppliers, partners, agencies and staff.

resources: a stock or supply of materials or assets and includes but is not

exclusive to; spares, consumables, staff, alternative location, remote access and

remote interrogation.




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; security; systems; operations; continuity; manage; service

SFSREM11 Support the testing of remotely monitored systems

SFSREM11 Support the testing of remotely monitored systems 66

Overview This NOS sets out the skills, knowledge and understanding for you to carry out

operational tests on systems.


1. Support the testing of remotely monitored systems

This NOS is aimed at remote monitoring operators whose role includes liaising with

service engineers during testing operations



Performance

criteria

Support the testing of remotely monitored systems


P1 correctly identify the customer account for which testing is to take place

P2 verify that the person carrying out the test on the system is authorised to do so

P3 place systems into an appropriate test mode when requested to do so

P4 respond appropriately to requests for information during the test process

P5 confirm, with the relevant person, signals received during testing

P6 take appropriate and approved action to deal with problems that may arise

during testing operations

P7 provide confirmation of test activity that conforms with audit trail requirements

P8 take systems out of test mode when requested to do so



Knowledge and

understanding

Support the testing of remotely monitored systems

You need to know

and understand:

K1 current relevant legislation, regulations, standards and codes of practice

relating to the testing of remote monitoring systems

K2 what information you need to confirm systems are ready to be tested, and from

where you get this information

K3 the procedure for identifying customer accounts for which testing is to take

place

K4 how to ensure that the person carrying out the test activity is authorised to do

so

K5 how to place systems into and out of test mode

K6 information to be communicated regarding signals received during test activity

K7 the information to be recorded of test activity in order to meet audit trail

requirements

K8 what action should be taken to deal with problems that may arise during testing

operations, including the limits of your own responsibility

K9 effective communication methods




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words remote; monitoring; security; systems; test; confirm; operation.

SFSREM12 Commission remote monitoring systems

SFSREM12 Commission remote monitoring systems 70

Overview This NOS sets out the skills, knowledge and understanding for you to commission

remote monitoring systems.


1. Commission remote monitoring systems

This NOS is aimed at remote monitoring operators whose responsibility includes

liaising with engineers to commission remote monitoring systems



Performance

criteria

Commission remote monitoring systems


P1 commission remote monitoring systems in accordance with the system

specification

P2 ensure that you have all the relevant information you need to commission

systems

P3 cross reference system information with engineer and system specification

documentation to ensure that all information correlates

P4 take appropriate and approved action to deal with any problems that may arise

during commissioning operations

P5 complete commissioning documents in accordance with company procedures

and relevant operating standards

P6 provide confirmation of commissioning activity that conforms with audit trail

requirements



Knowledge and

understanding

Commission remote monitoring systems

You need to know

and understand:

K1 current relevant legislation, regulations, standards and codes of practice

relating to the commissioning of electronic security systems

K2 what information you need to confirm systems are ready to be commissioned,

and from where you get this information

K3 how to confirm that systems and their performance meet the specification

K4 the operation of the systems that you commission

K5 the processes and procedures you must use to bring systems into operation,

and why you must apply them, including completing commissioning documents

K6 how to communicate and work with other people

K7 what action you can take to deal with problems that arise during commissioning

operations

K8 sufficient relevant transmission and system components theory for you to

interpret the results of the commissioning activity




Glossary


specification: the specific detail of the remote monitoring system containing

design, installation, commissioning or maintenance requirements

systems: a set of components working together as an interconnecting network.

For example (but not exhaustive) new installations, extensions, modifications




Version number 1


Indicative review

date

January 2017

Validity Current

Status Original

Originating

organisation

Skills for Security


Relevant

occupations



Key words commission; handover; electronic; security; systems; operation; customer;

specification; commissioning; configuration

SFS 1

Protect yourself from the risk of violence at work

SFS 1 - Protect yourself from the risk of violence at work 75

Overview

This standard is about calming a potentially dangerous situation by minimizing

actions or words that may trigger violent behaviour and by showing respect for

people, their property and rights. It is about responding to a situation, trying to

calm it down and, when appropriate, leaving a threatening situation safely. It is

also about reviewing the incident for recording and monitoring purposes.

This unit includes the following activities:

Help to diffuse a potentially violent situation

Review your involvement in the incident

Target Group

This standard is for those who find themselves in a situation at work where

they need to protect themselves.

This standard is imported from the ENTO (formerly the Employment NTO)

suite of standards.

SFS 1



Performance criteria You must be able to:

Help to diffuse a potentially violent situation

P1 maintain a calm, reassuring and professional attitude towards those

presenting unacceptable behaviour

P2 maintain a safe distance and avoid physical contact if possible

P3 communicate with those presenting unacceptable behaviour in a way

that: shows respect for them, their property and their rights, is free from

discrimination and oppressive behaviour

P4 keep the situation under review and act to reduce the risks to the safety

of all those affected by the incident

P5 take action to calm the situation which will: not make the situation worse,

follow your organisation’s policy and procedures and your legal

responsibilities, minimise the risk of injury to you and other people

P6 where you are unable to calm the situation down, request assistance

promptly as required by organisational procedures

P7 end contact with those presenting unacceptable behaviour and leave the

situation if the threat to your own safety and that of other people cannot

be effectively managed

P8 explain clearly to the people involved as appropriate: what you will do,

what they should do and the likely consequences if the present situation

continues


Review your involvement in the incident

P9 review the sequence of events leading up to the incident

P10 discuss with relevant people whether organisational procedures helped

or hindered the incident

P11 complete records in accordance with organisational requirements about:

your actions at the time of the incident, the circumstances and severity of

the incident, the measures taken to protect you and other people, action

taken to try to calm the situation down

P12 assess the organisation’s and your own risk assessment relevant to your

activities and establish their adequacy for dealing with similar incidents

P13 make recommendations to the relevant people for reducing the risk of

further similar incidents

P14 identify areas where you would benefit from training

P15 contribute to good practice by sharing relevant non confidential

information with other people in similar job roles which could help reduce

incidents of violence

P16 make use of available support and advice to help prevent any incident-

related health problems, where appropriate

SFS 1



Knowledge and understanding

You need to know and

understand:


K1 your legal duties for ensuring your well-being, safety and health in the

workplace as explained by relevant legislation for health and safety at

work

K2 your job role, responsibilities and limitations

K3 your own capabilities and limitations in terms of protecting yourself in

potentially violent situations

K4 when it is appropriate and possible to maintain a safe distance and avoid

physical contact

K5 the importance of showing respect for people, their property and rights

and how to do so

K6 how to avoid behaviour or language that may indicate you are being

discriminatory or oppressive

K7 how to interpret simple body language and the importance of

acknowledging other people’s personal space

K8 the importance of remaining alert to triggers of violent behaviour

K9 the importance of planning how you will leave a situation if there is a

physical risk including identifying where the nearest exit routes are

K10 the main signs that a situation could escalate to violent behaviour and

how to recognise these

K11 when to leave the scene of the incident, seek help and safe techniques

for leaving the situation

K12 the types of action and behaviour you can take to calm situations

K13 your organisation’s procedures for dealing with violent behaviour

K14 the importance of having the opportunity to talk to someone about the

incident afterwards

K15 the reports that have to be made and the records that have to be kept

about a potential or actual incident of violence

K16 methods of effective communication

SFS 1



Developed by ENTO

Version number 1

Date approved May 2007

Indicative review date

Validity

Status Original

Originating organisation

ENTO

Original URN WRV 2

FM position

Relevant occupations

SFS 2

Make sure your own actions reduce the risks to

health and safety

SFS 2 - Make sure your own actions reduce the risks to health and safety 79

Overview

This standard addresses the health and safety responsibilities for everyone in

your workplace. It describes the competences required to make sure that:

Your own actions do not create any health and safety hazards, you do not

ignore significant risks in your workplace, and you take sensible action to put

things right, including: reporting situations which pose a danger to people in

the workplace and seeking advice.

Fundamental to this unit is an understanding of the terms "hazard", "risk" and

“control”.


Identify the hazards and evaluate the risks in your workplace

Reduce the risks to health and safety in your workplace

Target Group

This standard is for everyone at work (whether paid, unpaid, full or part-time).

It is about having an appreciation of significant risks in your workplace,

knowing how to identify and deal with them.


suite of standards

SFS 2

Make sure your own actions reduce the risks to health and safety



Identify the hazards and evaluate the risks in your workplace

P1 identify which workplace instructions are relevant to your job

P2 identify those working practices in your job which could harm you or

others

P3 identify those aspects of your workplace which could harm you or others

P4 check which of the potentially harmful working practices and aspects of

your workplace present the highest risks to you or to others

P5 deal with hazards in accordance with workplace instructions and legal

requirements

P6 correctly name and locate the people responsible for health and safety in

your workplace

P7 report to the people responsible for health and safety in your workplace

those hazards which present the highest risks


Reduce the risks to health and safety in your workplace

P8 carry out your work in accordance with your level of competence,

workplace instructions, suppliers or manufacturer’s instructions and legal

requirements

P9 control those health and safety risks within your capability and job

responsibilities

P10 pass on suggestions for reducing risks to health and safety to the

responsible people

P11 make sure your behaviour does not endanger the health and safety of

you or others in your workplace

P12 follow the workplace instructions and suppliers' or manufacturers'

instructions for the safe use of equipment, materials and products

P13 report any differences between workplace instructions and suppliers' or

manufacturers' instructions

P14 make sure that your personal presentation and behaviour at work:

protects the health and safety of you and others, meets any legal

responsibilities, and is in accordance with workplace instructions

P15 make sure you follow environmentally-friendly working practices

SFS 2





understand:


K1 what “hazards” and “risks” are

K2 your responsibilities and legal duties for health and safety in the

workplace

K3 your responsibilities for health and safety as required by the law covering

your job role

K4 the hazards which exist in your workplace and the safe working practices

which you must follow

K5 the particular health and safety hazards which may be present in your

own job and the precautions you must take

K6 the importance of remaining alert to the presence of hazards in the whole

workplace

K7 the importance of dealing with, or promptly reporting, risks

K8 the responsibilities for health and safety in your job description

K9 the safe working practices for your own job

K10 the responsible people you should report health and safety matters to

K11 where and when to get additional health and safety assistance

K12 your scope and responsibility for controlling risks

K13 workplace instructions for managing risks which you are unable to deal

with

K14 suppliers’ and manufacturers’ instructions for the safe use of equipment,

materials and products which you must follow

K15 the importance of personal presentation in maintaining health and safety

in your workplace

K16 the importance of personal behaviour in maintaining the health and

safety of you and others

K17 the risks to the environment which may be present in your workplace

and/or in your own job

SFS 2



Developed by ENTO

Version number 1



Validity

Status Original


ENTO

Original URN

HSS1

FM position


SFS 3

Promote a healthy and safe culture in the

workplace

SFS 3 - Promote a healthy and safe culture in the workplace 83

Overview

This standard is about undertaking the research and planning that is

necessary to develop a positive health and safety culture and involving others

through consultation, communication and presentations. It is also about

encouraging a culture where changes, which may impact on health and safety

instructions, are discussed and resolved with the people responsible for health

and safety matters.


Develop plans to promote a health and safety culture in the workplace

Implement plans to promote a health and safety culture in the workplace

Target Group

This standard is for those who have responsibility for encouraging others to

become aware of the importance of following health and safety instructions by

promoting the benefits of doing so.


suite of standards

SFS 3

Promote a healthy and safe culture in the workplace



Develop plans to promote a health and safety culture in the workplace

P1 accurately identify where improvements and changes may be necessary

using current sources of information available in the workplace

P2 find out how information on health and safety instructions and regulations

is currently communicated within the workplace

P3 find out the current level of understanding of, and support for, health and

safety instructions and procedures by people at the workplace

P4 base your improvement plans on your findings

P5 concisely describe in your plans those resources which are necessary to

improve the current health and safety culture

P6 include suitable performance measures and review dates in your plans


Implement plans to promote a health and safety culture in the workplace

P7 present your plans for promoting a health and safety culture to the

appropriate people in a clear and effective manner

P8 identify those people in the workplace who will require information and

advice about the plans to promote a health and safety culture in the

workplace

P9 check that relevant information and advice is provided at an appropriate

time, level and pace

P10 make sure your plans include promoting the advantages and legal

necessities of following health and safety procedures

P11 provide practical opportunities for regular consultation on health and

safety issues and ways of encouraging ideas on good practice

P12 regularly monitor the effectiveness of your plans against agreed

performance measures

P13 identify and review opportunities for further improvements to the health

and safety culture in the workplace

SFS 3



Knowledge and understanding You need to know and

understand:


K1 the employers’ and employees’ main legal responsibilities for health and

safety in the workplace

K2 your responsibilities for health and safety as defined by any specific

legislation covering your job role

K3 how to interpret workplace health and safety data, kept at the workplace

on risk assessment, incidents and complaints, as an indication of the

level of understanding of health and safety within the workplace

K4 the organisation structure and lines of communication

K5 workplace instructions for communicating and consulting with colleagues

and others in the workplace

K6 what hazards may exist in your workplace

K7 the particular health and safety risks which may be present in your own

job role

K8 the particular health and safety risks which may be present in other job

roles

K9 the importance of remaining alert to the presence of hazards in the whole

workplace

K10 the importance of dealing with, or promptly reporting, risks

K11 the work areas and job roles where you are reviewing the current

working practices

K12 workplace requirements for conducting a review of current working

practices

K13 your own capabilities and the scope of your job role

K14 the work areas and people who work there

K15 the information needs of those people in the workplace affected by the

plans

K16 the available information sources on health and safety within the

workplace

K17 the importance of keeping people regularly informed and discussing their

involvement

SFS 3



Developed by ENTO

Version number 1

Date approved

May 2007


Validity

Status Original


ENTO

Original URN

HSS4

FM position



SFS 4 - Communicate effectively with others 87

Overview

This standard is about communicating effectively with others – orally, in writing,

using electronic and/or telecommunication and using non-verbal forms of

communication.

The term `others' is used broadly to cover any child, adult, group, community or

agency that workers come into contact with, either directly or indirectly. It

includes members of the public, individuals who are clients of the security

sector, and colleagues in the workplace.

There are two elements:

1 Develop and maintain communication with people

2 Maintain the security of information

Who this standard is for:

This standard is designed to be applicable to everyone who works in the

security sector.




Develop and maintain communication with people

P1 communicate in a manner that is consistent with relevant legislation,

policies and procedures

P2 communicate with people in a form and manner and using language that:

P2.1 is open and respectful of them as individuals

P2.2 is consistent with their level of understanding, culture, background

and preferred ways of communicating

P2.3 is appropriate to the context in which the communication is

taking place

P2.4 promotes equality and values diversity

P3 give people opportunities to check their understanding of the information

you have given them and ask questions

P4 take the appropriate action to reduce any barriers to effective

communication

P5 make records that are accurate, legible and complete, contain only the

information necessary for the record's purpose, and are free from

labelling and discrimination

P6 seek support when you are having difficulty communicating effectively


Maintain the security of information

P7 comply with legislation, policies and procedures related to the security of

information

P8 disclose information only to those who have the right and need to know it

P9 take the appropriate precautions when communicating confidential or

sensitive information

P10 maintain the security of records when handling and storing them

P11 alert the appropriate person when you think the security of information is

not being maintained or information is being misused




You need to know and understand:

K1 the legislation, organisational policies and procedures that apply to

communication and particularly the security and management of

information

K2 the nature of effective communication (including when you feel confident

communicating and when you do not)

K3 the reasons for effective communication being an essential aspect of

work in the security sector

K4 the barriers to effective communication including:

K4.1 those related to personal differences in: culture, language, gender,

literacy levels, experience, health/illness

K4.2 environmental barriers

K4.3 social barriers

K5 how to modify communication so that the differences between you and

the people you are communicating with are minimised

K6 how to communicate with people in ways which are open to them, show

respect and promote equality and value diversity (non-verbally, orally, in

writing and electronically)

K7 how the context in which communication takes place can affect people’s

ability to understand and communicate

K8 the reasons for checking with people to ensure that they understand the

information you are giving them and allowing them to ask questions

K9 the actions that can be taken to reduce barriers to communication and

how to put them into practice

K10 the nature and purpose of the records you make

K11 the nature of information that might be sensitive and/or confidential and

the subtleties of this

K12 the reasons for records only containing the information that is necessary

for the record’s purpose and being free from labelling and discrimination

K13 the reasons for only disclosing information to those people who have the

right and need to know it and how you identify these people

K14 what the appropriate precautions might be when communicating

information

K15 how to handle and store information securely and safely

K16 the reasons for alerting an appropriate person when you have concerns

about the handling of/misuse of information and who that person might

be on different occasions and in different circumstances



Additional Information Scope/range related to performance criteria

Develop and maintain communication with people

1 communication: non-verbal, oral, written, electronic and

telecommunication

2 barriers to effective communication: environmental, personal, social

Maintain the security of information

3 appropriate precautions in relation to: who might overhear or oversee

the information, who might access the information




Version number 1



May 2013

Validity Current

Status Original


Skills for Security

Original URN Unit 4



Suite Common Core National Occupational Standards for the Security Sector 2010

Key words Communicate, develop, people, writing, oral, telecommunication


SFS 5 - Give a positive image of yourself 92

Overview

This standard is about communicating with customers and giving a positive

impression of yourself whenever you deal with a customer. By doing this you

will also be giving a positive impression of your organisation and the customer

service it provides.

There is one element:

1 Give a positive image of yourself

Who this standard is for

This standard is for those whose work within customer service involves creating

the right impression, responding to others and providing good information.




Establish effective rapport with customers

P1 meet your organisation’s standards of appearance and behaviour

P2 greet your customer respectfully and in a friendly manner

P3 communicate with your customer in a way that makes them feel valued

and respected

P4 identify and confirm your customer’s expectations

P5 treat your customer courteously and helpfully at all times

P6 keep your customer informed and reassured

P7 adapt your behaviour to respond effectively to different customer

behaviour


Respond appropriately to customers P8 respond promptly to a customer seeking assistance

P9 select the most appropriate way of communicating with your customer

P10 check with your customer that you have fully understood their

expectations

P11 respond promptly and positively to your customers’ questions and

comments

P12 allow your customer time to consider your response and give further

explanation when appropriate


Communicate information to customers P13 quickly locate information that will help your customer

P14 give your customer the information they need about the services or

products offered by your organisation

P15 recognise information that your customer might find complicated and

check whether they fully understand

P16 explain clearly to your customer any reasons why their needs or

expectations cannot be met



Knowledge and understanding You need to know and understand:

K1 your organisation’s standards for appearance and behaviour

K2 your organisation’s guidelines for how to recognise what your customer

wants and respond appropriately

K3 your organisation’s rules and procedures regarding the methods of

communication you use

K4 how to recognise when a customer is angry or confused

K5 your organisation’s standards for timeliness in responding to customer

questions and requests for information




Version number 1



May 2013

Validity Current

Status Original


Skills for Security

Original URN Unit 5




Key words Image, positive, communicating, impression

SFS 8

Develop productive working relationships with

colleagues

SFS 8 - Develop productive working relationships with colleagues 96

Overview

This standard is about developing working relationships with colleagues, within

your own organisation and within other organisations that are productive in

terms of supporting and delivering your work and that of the overall

organisation.

‘Colleagues’ are any people you are expected to work with, whether they are

at a similar position or in other positions, including your manager.

This unit includes the following activity:

Develop productive working relationships with colleagues

Target Group

Colleagues, within your own organisation and within other organisations that

are productive in terms of supporting and delivering your work and that of the

overall organisation.

This standard is imported from the Management Standards Centre (MSC)

suite of standards where it appears as Unit D1.

SFS 8





P1 establish working relationships with all colleagues who are relevant to the

work being carried out

P2 recognise, agree and respect the roles and responsibilities of colleagues

and, particularly in situations of matrix management, and their managers’

requirements

P3 understand and take account of the priorities, expectations, and authority

of colleagues in decisions and actions

P4 create an environment of trust and mutual respect where you have no

authority, or shared authority, over those you are working with

P5 understand difficult situations and issues from your colleague’s

perspective and provide support, where necessary, to move things

forward

P6 fulfil agreements made with colleagues and let them know

P7 advise colleagues promptly of any difficulties or where it will be

impossible to fulfil agreements

P8 identify and sort out conflicts of interest and disagreements with

colleagues in ways that minimise damage to the work being carried out

P9 exchange information and resources with colleagues to make sure that

all parties can work effectively

P10 provide feedback to colleagues on their performance and seek feedback

from colleagues on your own performance in order to identify areas for

improvement

SFS 8





understand:

General knowledge and understanding

K1 the benefits of developing productive working relationships with

colleagues

K2 the importance of creating an environment of trust and mutual respect

where you have no authority, or shared authority, over those you are

working with

K3 the importance of understanding difficult situations and issues from your

colleague’s perspective and providing support, where necessary, to

move things forward

K4 principles of effective communication and how to apply them in order to

communicate effectively with colleagues

K5 how to identify disagreements with colleagues and the techniques for

sorting them out

K6 how to identify conflicts of interest with colleagues and the measures that

can be used to manage or remove them

K7 how to take account of diversity and inclusion issues when developing

working relationships with colleagues

K8 the importance of exchanging information and resources with colleagues

K9 how to get and make use of feedback on your performance from

colleagues

K10 how to provide colleagues with useful feedback on their performance


understand:

Security specific knowledge and understanding

K11 regulations and codes of practice that apply in your area of security

K12 standards of behaviour and performance in your area of security

K13 the working culture in your area of security


understand:

Context specific knowledge and understanding

K14 current and future work being carried out

K15 colleagues who are relevant to the work being carried out, their work

roles and responsibilities

K16 processes within the organisation for making decisions

K17 line management responsibilities and relationships within the

organisation

K18 the organisation’s values and culture

K19 power, influence and politics within the organisation

K20 standards of behaviour and performance expected in the organisation

K21 information and resources that different colleagues might need

K22 agreements with colleagues

SFS 8



Developed by Management Standards Centre

Version number 1

Date approved

April 2009


Validity

Status Original


Management Standards Centre

Original URN

D1

FM position


SFS 9

Develop productive working relationships with

colleagues and stakeholders

SFS 9 - Develop productive working relationships with colleagues and stakeholders 100

Overview

This standard is about developing productive working relationships with

colleagues, within your own organisation and within other organisations with

which your organisation works, and with identified stakeholders.

It involves being aware of the roles, responsibilities, interests and concerns of

colleagues and stakeholders and working with and supporting them in various

ways. The need to monitor and review the effectiveness of working

relationships with colleagues and stakeholders is also a key requirement of

this unit.

‘Colleagues’ are any people you are expected to work with, whether they are

at a similar position or in other positions in terms of level of responsibility,

including your manager.

For the purpose of this unit, ‘Stakeholders’ refers to individuals or

organisations that have a material, legal or political interest in or who may be

affected by the activities and performance of your organisation.


Management and Learning suite of standards where it appears as Unit D2.


Develop productive working relationships with colleagues and stakeholders

Target Group

Colleagues, within your own organisation and within other organisations with

which your organisation works, and with identified stakeholders.


Management and Learning suite of standards where it appears as Unit D2.

SFS 9

Develop productive working relationships with colleagues and

stakeholders




stakeholders

P1 identify stakeholders and the background to and nature of their interest in

the activities and performance of the organisation

P2 establish working relationships with relevant colleagues and stakeholders

P3 recognise and respect the roles, responsibilities, interests and concerns

of colleagues and stakeholders and particularly in situations of matrix

management, and their managers’ requirements

P4 create an environment of trust and mutual respect where you have no

authority, or share authority, over those you are working with

P5 understand difficult situations and issues from your colleague’s

perspective and provide support, where necessary, to move things

forward

P6 provide colleagues and stakeholders with appropriate information to

enable them to perform effectively

P7 consult colleagues and stakeholders in relation to key decisions and

activities and take account of their views, including their priorities,

expectations and attitudes to potential risks

P8 fulfil agreements made with colleagues and stakeholders and let them

know

P9 advise colleagues and stakeholders promptly of any difficulties or where

it will be impossible to fulfil agreements

P10 identify and sort out conflicts of interest and disagreements with

colleagues and stakeholders in ways that minimise damage to work and

activities and to the individuals and organisations involved

P11 monitor and review the effectiveness of working relationships with

colleagues and stakeholders, seeking and providing feedback, in order to

identify areas for improvement

P12 monitor wider developments in order to identify issues of potential

interest or concern to stakeholders in the future and to identify new

stakeholders

SFS 9


stakeholders




understand:


K1 the benefits of developing productive working relationships with


K2 different types of stakeholders and key principles which underpin the

‘stakeholder’ concept

K3 how to identify your organisation’s stakeholders, including background

information and the nature of their interest in your organisation

K4 principles of effective communication and how to apply them in order to

communicate effectively with colleagues and stakeholders

K5 why it is important to recognise and respect the roles, responsibilities,

interests and concerns of colleagues and stakeholders

K6 the importance of creating an environment of trust and mutual respect

where you have no authority, or shared authority, over those you are

working with

K7 the importance of understanding difficult situations and issues from your

colleague’s perspective and providing support, where necessary, to

move things forward

K8 how to identify and meet the information needs of colleagues and

stakeholders

K9 what information it is appropriate to provide to colleagues and

stakeholders and the factors that need to be taken into consideration

K10 how to consult with colleagues and stakeholders in relation to key

decisions and activities

K11 the importance of taking account, and being seen to take account, of the

views of colleagues and stakeholders, particularly in relation to their

priorities, expectations and attitudes to potential risks

K12 why communication with colleagues and stakeholders on fulfilment of

agreements or any problems affecting or preventing fulfilment is

important

K13 how to identify conflicts of interest with colleagues and stakeholders and

the techniques that can be used to manage or remove them

K14 how to identify disagreements with colleagues and stakeholders and the

techniques for sorting them out

K15 the damage with conflicts of interest and disagreements with colleagues

and stakeholders can cause to individuals and organisations

K16 how to take account of diversity issues when developing working

relationships with colleagues and stakeholders

K17 how to recognise and take account of political issues when dealing with


K18 how to manage the expectations of colleagues and stakeholders

K19 how to monitor and review the effectiveness of working relationships with


K20 how to get and make effective use of feedback on the effectiveness of

working relationships from colleagues and stakeholders

SFS 9


stakeholders


K21 how to provide colleagues and stakeholders with useful feedback on the

effectiveness of working relationships

K22 the importance of monitoring wider developments in relation to

stakeholders and how to do so effectively


understand:


K23 current and emerging political, economic, social, technological,

environmental and legal developments in your area within security

K24 legislation, regulations, guidelines and codes of practice relevant to your

area of security

K25 standards of behaviour and performance in your area of security

K26 the culture of your area of security

K27 developments, issues and concerns of importance to stakeholders in

your area of security


understand:


K28 the vision, values, objectives, plans, structure and culture of your

organisation

K29 relevant colleagues, their work roles and responsibilities

K30 identified stakeholders, their background and interest in the activities and

performance of the organisation

K31 agreements with colleagues and stakeholders

K32 the identified information needs of colleagues and stakeholders

K33 mechanisms for consulting with colleagues and stakeholders on key

decisions and activities

K34 the organisation’s planning and decision making processes

K35 mechanisms for communicating with colleagues and stakeholders

K36 power, influence and politics within the organisation

K37 standards of behaviour and performance that are expected in the

organisation

K38 mechanisms in place for monitoring and reviewing the effectiveness of

working relationships with colleagues and stakeholders

SFS 9


stakeholders



Version number 1

Date approved

April 2009


Validity

Status Original



Original URN

D2

FM position


SFS 11

Ensure compliance with legal, regulatory, ethical

and social requirements

SFS 11 - Ensure compliance with legal, regulatory, ethical and social requirements 105

Overview

Organisations must show that they act responsibly in relation to their staff,

customers, investors and the communities in which they work. All types of

organisations must obey the law in key areas such as health and safety,

employment, finance and company law. Many organisations also have to work

within specific regulations for their industry and ethical frameworks.

Organisations who want to maintain a good reputation also have to take

account of the views of people in their communities on a whole range of issues

such as the environment and other ways in which the organisation affects

people’s quality of life.


Ensure compliance with legal, regulatory, ethical and social requirements

Target Group

Responsible organisations. All types of organisations must obey the law in key

areas such as health and safety, employment, finance and company law.


Management and Leadership suite of standards where it appears as Unit B8.

SFS 11

Ensure compliance with legal, regulatory, ethical and social

requirements




requirements

P1 monitor the relevant national and international legal, regulatory, ethical

and social requirements and the effect they have on your area of

responsibility, including what will happen if you don’t meet them

P2 develop effective policies and procedures to make sure your organisation

meets all the necessary requirements

P3 make sure relevant people have a clear understanding of the policies and

procedures and the importance of putting them into practice

P4 monitor the way policies and procedures are put into practice and provide

support

P5 encourage a climate of openness about meeting and not meeting the

requirements

P6 identify and correct any failures to meet the requirements

P7 identify reasons for not meeting requirements and adjust the policies and

procedures to reduce the likelihood of failures in the future

P8 provide full reports about any failures to meet the requirements to the

relevant stakeholders

SFS 11


requirements




understand:


K1 the importance of having an ethical and value-based approach to

governance and how to put this into practice

K2 relevant legal requirements governing the running of organisations

K3 current and emerging social attitudes to management and leadership

practice and the importance of being sensitive to these


understand:


K4 legal, regulatory and ethical requirements in your sector both national

and international

K5 procedures to follow if you do not meet the requirements

K6 particular current and emerging social concerns and expectations that

are relevant to your sector

K7 ways in which other organisations deal with current and emerging social

concerns and expectations


understand:


K8 the culture and values of your organisation and what effect they have on

corporate governance

K9 policies and procedures that make sure people meet the requirements

K10 the processes for maintaining the relevant policies and procedures and

making sure they continue to be effective and sustainable

K11 the different ways in which people may not meet the requirements and

the risks of these actually happening

K12 the procedures for dealing with people who do not meet the

requirements, including requirements for reporting

SFS 11


requirements



Version number 1

Date approved

April 2009


Validity

Status Original



Original URN

B8

FM position



SFS 14 - Promote equality and value diversity 109

Overview

This standard is about promoting equality and valuing the diversity of people.

This is an essential aspect of all jobs in the security sector and is appropriate to

people working at all levels and in all posts. It should form the basis of

everything that any worker in the sector does.

The term `people' is used broadly to cover any child, adult, group, community

or agency that workers come into contact with, either directly or indirectly. It

includes members of the public, individuals who are clients of the security

sector, and colleagues in the workplace.

There is one element:

1 Promote equality and value diversity

This standard is designed to be applicable to everyone who works in the

security sector at every level of work.




P1 act in accordance with legislation, employment regulations and policies,

and codes of practice related to promoting equality and valuing diversity

P2 act in ways that:

P2.1 acknowledge and recognise individuals’ background and beliefs

P2.2 respect diversity

P2.3 value people as individuals

P2.4 do not discriminate against people

P3 provide individuals with the information they need to make informed

decisions about exercising their rights

P4 provide information in a format appropriate to the individual

P5 take account of how your behaviour affects individuals and their

experience of your organisation’s culture and approach

P6 seek feedback from individuals on your behaviour and use this to

improve what you do in the future

P7 challenge people when they are not promoting equality and valuing

diversity

P8 actively help others to promote equality and value diversity

P9 seek support from appropriate sources when you are having difficulty

understanding how to promote equality and value diversity




K1 the legislation, employment regulations and policies, and codes of

practice that apply to the promotion of equality and diversity and how

you need to apply these

K2 the benefits of diversity and the promotion of equality

K3 the wide variety of forms that discrimination may take and how these

manifest themselves

K4 how inequality and discrimination affects individuals, groups and

communities and society as a whole

K5 why the promotion of equality and valuing of diversity is of vital

importance if you are to work effectively in the security sector

K6 what the promotion of equality and valuing of diversity means to you in

your day-to-day work

K7 how you can promote equality and diversity whilst protecting people from

the risk of harm

K8 your own areas for personal growth in relation to promoting equality and

valuing diversity and how this will benefit you as an individual

K9 the effect of cultural differences on verbal and non-verbal

communication

K10 how to behave and communicate in ways that:

P10.1 support equality and diversity

P10.2 do not exclude or offend people

P10.3 challenge discrimination effectively

P10.4 respect individuals’ differences

P10.5 do not abuse the status and power that you have

K11 how your behaviour contributes to your organisation’s culture and your

responsibility for developing a positive culture for all

K12 how joint working with other agencies and workers can help in the

promotion of diversity

K13 how to provide the information that individuals are entitled to receive and

ensure it is clear and helpful

K14 the actions (yours and other’s) that undermine equality and diversity and

what to do about this (including when these people are senior to you)

K15 what to do about systems and structures when they do not promote

equality and value diversity

K16 the actions you can take to help other people promote equality and value

diversity and how to do this effectively

K17 the actions you can take to value the people you are interacting with and

enable them to interact with you

K18 why you should seek support when you are having difficulty promoting

equality and valuing diversity, where this support can be gained and how

to use it effectively




1 help others by: supporting them when they are promoting equality and

valuing diversity, sharing information about how to promote equality and

value diversity




Version number 1



May 2013

Validity Current

Status Original


Skills for Security

Original URN Unit 14




Key words Equality, diversity, promotion, value, people


SFS 16 - Assess and address risk to the environment 114

Overview

This standard addresses the responsibilities of everyone at work for

minimising risks to the environment as a result of work activities. It describes

the competences required to make sure that

1 your own actions do not increase risk to the environment

2 you do not ignore significant risks to the environment and

3 you take sensible action to put things right, including reporting risks, and

seeking advice

There is one element: 1 Assess and address risk to the environment Who this standard is for: This standard is for everyone at work (whether paid, unpaid, full or part-time). It is about maintaining good practice in day to day work activities by identifying the risks, minimising the risks and using resources responsibly.




Identify the risks to the environment arising as a result of workplace

activities

P1 identify the people in the workplace to whom you should report

environmental matters

P2 make sure you are up-to-date on environmentally-friendly working

practices which are relevant to your workplace

P3 identify any current working practices in your job role which could cause

harm to the environment

P4 identify any materials, products or equipment used in any part of your

job role which could cause harm to the environment

P5 report any differences between legal regulations and workplace

instructions and the actual use of materials or products hazardous to the

environment

P6 promptly report to the people responsible for environmental matters the

hazards which present high risks


Minimise risks to the environment arising as a result of workplace

activities

P7 follow the relevant legal requirements and workplace environmental

instructions for your job role

P8 within your capability and the scope of your job responsibilities, control

the

P9 environmental hazards

P10 promptly report risks to the environment that you are unable to deal with

P11 pass on any suggestions for limiting risks to the environment to the

responsible person

P12 follow suppliers’, manufacturers’ and workplace instructions for the safe

use and storage of materials, products and equipment

P13 follow the correct instructions for handling materials and products which

can be hazardous to the environment

P14 follow the correct instructions for disposing of materials and products

which can be hazardous to the environment




K1 the legislation relating to environmental matters which affect your

workplace

K2 your responsibilities for the environment as defined by any specific

legislation covering your job role

K3 the particular risks to the environment which may be present in your

workplace and/or in your own job role

K4 how to use resources and materials effectively and efficiently

K5 the importance of remaining alert to the presence of hazards to the

environment in the whole work place

K6 the importance of dealing with, or promptly reporting, risks to the

environment

K7 the substances and processes categorised as hazardous to the

environment

K8 workplace instructions, precautions and procedures relating to the

control of risks to the environment

K9 the responsibilities for items (materials/equipment) which can be

hazardous to the environment detailed in your job description

K10 the responsible people to whom to report environmental matters

K11 the specific workplace environmental instructions covering your job role

K12 suppliers’, manufacturers’ and workplace instructions for the use of

equipment, materials and products which can be hazardous to the

environment

K13 working practices for your own job role

K14 correct handling instructions for materials which can be hazardous to the

environment

K15 your responsibility for controlling hazards to the environment

K16 workplace instructions for handling hazards to the environment which

you are unable to deal with




Version number 1



May 2013

Validity Current

Status Original


Skills for Security

Original URN Unit 16




Key words Risk, environment, actions, report, seek, advice

SFS 18

Produce documents in a business environment

SFS 18 - Produce documents in a business environment 118

Overview

This unit sets out the skills, knowledge and understanding for you to produce

documents as per your company requirements.



Target Group

This standard applies to individuals required to produce documents as per

their company requirements.

This unit has been imported from the Council for Administration, where it

appears as unit BAA211.

SFS 18



Performance criteria



P1 confirm the purpose, content, style and deadlines for the document

P2 prepare the required resources

P3 organise the required content

P4 use available technology appropriate to the document being produced

P5 produce the document in the agreed style

P6 integrate non-text objects in the agreed lay-out, where required

P7 check for accuracy, edit and correct text as necessary

P8 clarify document requirements when necessary

P9 store the document safely and securely in approved locations

SFS 18





understand:


K1 the purpose and benefits of producing high quality and attractive

documents

K2 the different types of documents that may be designed and produced

and the document styles could be used

K3 the different formats in which the text may be presented

K4 the purpose and benefits of agreeing the purpose, content, style, quality

standards and deadline for production of the document

K5 the different types of technology available for inputting, formatting and

editing text and their main features

K6 the types of resources needed to produce high quality and attractive

documents

K7 how to organise content needed for the document

K8 how to integrate and lay out text and non-text objects

K9 how to check for accuracy and correctness – including spelling, grammar

and punctuation and the purpose of doing this

K10 the purpose of storing the document safely and securely and how to do

so

K11 the purpose of confidentiality and data protection

K12 the purpose and benefits of meeting deadlines

SFS 18



Developed by Council for Administration

Version number 1

Date approved

April 2010


Validity

Status Original


Skills for Security

Original URN

BAA211

FM position


SFS 19

Report writing

SFS 19 - Report writing 122

Overview

This standard is about showing that you can produce varied text to carry out a

range of social tasks. You can, for example; produce a range of business

correspondence, structure and produce reports, expressing both facts and

opinions, or produce operating instructions for familiar pieces of equipment

You can produce text of varying lengths and adapt your style of writing as

appropriate to the subject and readers. Your formal writing is for most part

technically accurate. Any errors you make do not interfere with the reader’s

overall understanding.


Report writing

Target Group

This standard applies to individuals required to produce documents as per

their company requirements.

This unit has been imported from an approved Pro Skills suite of standards,

where it appears as unit AG21.

SFS 19

Report writing


Performance criteria


Report writing

P1 use a variety of expressions and sentence structures to provide factual

information

P2 use a variety of expressions and sentence structures to give instructions

or advice

P3 use a variety of expressions and sentence structures to make enquiries

P4 use a variety of expressions and sentence structures to express opinions

P5 modify language and register as appropriate to the context and you

relationship with the readers

SFS 19

Report writing




understand:

Report writing

K1 use a wide variety of work-related and social vocabulary

K2 use a range of polite forms of address, greeting and leave-taking and

expressions of gratitude, regret, apology, annoyance

K3 use some less commonly used, technical terms relevant to your area of

work

K4 use numerical data

K5 use a range of structures using the infinitive (or other basic verb root)

form, where appropriate to the language

K6 use the present, past, future and conditional aspects, where appropriate

to the language

K7 use commonly used sentence structures in their positive, negative,

imperative and interrogation forms

K8 use a range of linking language, e.g. ‘although’, ‘provided that…’

K9 use alternative terms and structures which modify register for different

audiences and contexts

K10 use reference sources (e.g. glossaries, dictionaries) to clarify and

confirm meaning as necessary

SFS 19

Report writing


Developed by Proskills

Version number 1

Date approved

June 2009


Validity

Status Original


Skills for Security

Original URN

AG21

FM position


CFAM&LBA3 Lead your team

CFAM&LBA3 Lead your team 1

Overview

This NOS is about providing direction to the members of your team and

motivating and supporting them to achieve both team objectives and their

individual work objectives.

It is relevant to team leaders, project managers and other managers who are

responsible for leading teams. CFAM&LBA1 Lead your organisation and

CFAM&LBA2 Provide leadership in your area of responsibility are

complementary standards for managers with wider responsibility.

This NOS links to a number of other standards in the key area DB Manage

teams and also to CFAM&LFA5 Manage projects.

This NOS is imported from Skills CFA where it appears as CFAM&LBA3 in the

Management and Leadership suite.




P8 Clearly communicate the purpose and objectives of the team to all

members.

P9 Involve members in planning how the team will achieve its objectives.

P10 Ensure that each member of the team has individual work objectives and

understands how these contribute to achieving the objectives of the team

and the organisation as a whole.

P11 Encourage and support team members to achieve their individual work

objectives and those of the team and provide recognition when

objectives have been achieved.

P12 Steer the team successfully through difficulties and challenges.

P13 Encourage and recognise creativity and innovation within the team.

P14 Empower team members to develop their own ways of working and take

their own decisions within agreed boundaries.

P15 Encourage team members to take responsibility for their own

development needs.

P16 Give team members support and advice when they need it especially

during periods of setback and change.

P17 Motivate team members to present their own ideas and listen to what

they say.

P18 Encourage team members to take the lead when they have the

knowledge and expertise and show willingness to follow this lead.

P19 Win, through your performance and behaviour, the trust and support of

team members.





K8 Different ways of communicating effectively with members of a team.

K9 How to set objectives which are SMART (Specific, Measurable, Agreed,

Realistic and Time-bound).

K10 How to plan the achievement of team objectives and the importance of

involving team members in this process.

K11 The importance of and being able to show team members how personal

work objectives contribute to achievement of team objectives.

K12 How to get and make use of feedback from people on your leadership

performance.

K13 How to select and successfully apply methods for motivating, supporting

and encouraging team members and recognising their achievements.

K14 Types of difficulties and challenges that may arise and ways of

identifying and addressing them.

K15 The importance of encouraging others to take the lead and ways in

which this can be achieved.

K16 How to encourage and recognise creativity and innovation within a team.


Industry/sector specific knowledge and understanding

K17 Legal, regulatory and ethical requirements in the industry/sector.



K18 Individuals within your team, their roles, responsibilities, competences

and potential.

K19 Your team’s purpose, objectives and plans.

K20 The personal work objectives of members of your team.

K21 The types of support and advice that team members are likely to need

and how to respond to these.

K22 Standards of performance for the work of your team.



Developed by Skills CFA

Version number 2.0

Date approved March 2012


March 2015

Validity Current

Status Original


Skills CFA

Original URN CFAM&LBA3


Managers and Senior Officials

Suite Management & Leadership

Key words Management & leadership; lead; team; team leaders; project managers

SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence

SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 130

Overview This NOS sets out the skills, knowledge and understanding for you to provide

effective data management.


1. Maintain CCTV recording media storage system

2. Preserve potential recording media evidence




Maintain CCTV recording media storage system

P1 use recording media in systems following your organisational procedures

P2 store recording media in approved locations to maintain their operational

condition

P3 identify when recording media is missing and take required action in line

with instructions

P4 maintain the confidentiality of recorded information in line with relevant

legislation and codes of practice

P5 complete required records accurately, legibly and within required

timescales


Preserve potential recording media evidence

P6 preserve recording media that contains potential evidence

P7 complete records in line with your instructions and your organisational

procedures

P8 make sure that recording media containing potential evidence is stored

securely and made available only to authorised persons

P9 disclose confidential information only to authorised persons

P10 complete required records accurately, legibly and within required

timescales



Knowledge and understanding You need to know and

understand:



relating to retaining recording media

K2 current relevant legislation, regulation, codes of practice and guidelines

relating to recording media


understand:

Maintain CCTV recording media storage system

K3 the types of recording media that you use and their life expectancy

K4 how to log and classify recording media

K5 how and why you should store recording media to preserve their

operational condition

K6 how and why it is important to implement procedures for using recording

media, including requisition, rotation, erasure and disposal

K7 what your responsibilities are when you discover recording media is

missing


understand:

Preserve potential recording media evidence

K8 who are the people authorised to have access to recording media and

screen printouts containing potential evidence

K9 how and why it is important to preserve recording media evidence


understand:

Maintain confidentiality and security of information

K10 how and why it is important to maintain confidentiality of recorded

information

K11 how and why it is important to follow your organisational procedures for

maintaining the security and confidentiality of recorded information

K12 the correct procedures for disclosing confidential information to

authorised persons



Glossary


authorised persons: someone who has permission or invitation from the

control room manager and includes but is not exclusive to staff, line manager,

engineers, IT support, police and enforcement agencies

evidence: material that may be required or potentially retained for

investigations, court proceedings (criminal and civil), and/or hearings including

but is not exclusive to data, recorded images, copied images




Version number 1

Date approved December 2011


December 2013

Validity Current

Status Original


Skills for Security

Original URN SFS CTV 13



Suite CCTV Operations

Key words CCTV; security; systems; recording; media; libraries; preserve; evidence

SFJ DA 10 Present information to courts or other hearings (PCSO)

SFJ DA 10 - Present information to courts or other hearings (PCSO) 135

Overview

This unit focuses preparing and presenting information to courts and other

hearings.

You must present information in an effective manner complying with the rules,

procedures and acceptable professional standards. You must also ensure that

all relevant aspects of community and race relations, diversity and human

rights are adhered to.

This unit consists of one element:

1 Present information to courts or other hearings

This unit has been imported from approved Skills for Justice, Policing and Law

Enforcement Suite of NOS and tailored to meet the requirements of CCTV

Operations.




P1 consider the information in advance of the hearing and ensure that you

are in possession of the appropriate notes and materials

P2 present yourself at the venue in a timely manner and in possession of all

necessary notes and materials

P3 ensure your appearance and behaviour conforms to acceptable

professional standards at all times

P4 provide information and respond to questions in an appropriate manner

with due regard for the rules and the procedures of the venue

P5 provide oral evidence that is consistent with any written or recorded

materials provided by you as part of the case

P6 respond to all directions of the court or hearing promptly and

appropriately

P7 report any breaches of court procedure or protocol that come to your

attention promptly to the relevant authority





K1 current, relevant legislation, policies, procedures and codes of practice

for presenting evidence to court and other hearings

K2 current, relevant legislation and organisational requirements in relation to

race, diversity and human rights

K3 procedures and protocols in courts and at hearings

K4 the legislation relevant to the case in question


understand:

Preparing for court or other hearings

K5 how to prepare, and make available notes and materials in a manner that

maintains their continuity and integrity

K6 the importance of considering your evidence in advance

K7 how and where to locate and obtain evidence, notes and materials for

presentation

K8 how to liaise with prosecuting authorities


understand:

Presenting evidence at court or other hearings

K9 how to give evidence effectively in a court or hearing

K10 how and when you can refer to any notes and materials in your

possession

K11 techniques for maintaining control and composure under cross-

examination

K12 the permitted liaison with victims, witnesses and defendants

K13 the support services (e.g. victim support, duty solicitor) available at

court/hearing and their role and responsibilities

K14 the roles and responsibilities of court personnel

K15 what constitutes a breach of court protocol or procedure and to whom

any breaches should be reported




1 appropriate manner: truthfully, objectively, clearly, concisely




Version number 1



May 2013

Validity Current

Status Tailored


Skills for Justice

Original URN 2J3



Suite CCTV Operations 2010

Key words Information CCTV Security Courts

remote monitoring operations - skills for...

Documents