Communication: Notification & Response

1. While conducting an after-hours patrol, you find an interior card reader door that is failing to secure. What should you do?

Not the issue on your DAR.

Call the on-call Gap Inc. Security Management representative.

None of the above.

Because it is an interior door, a repair can wait until normal business hours but you must report the issue via email to your Guardsmark Supervisor, Gap Inc. Security Management and Jeanette Lee. You should always detail exactly what you observed and did to secure and test the door. This will help the management team to diagnose the issue and speed repair.

Explanation

Because it is an interior door, a repair can wait until normal business hours but you must report the issue via email to your Guardsmark Supervisor, Gap Inc. Security Management and Jeanette Lee. You should always detail exactly what you observed and did to secure and test the door. This will help the management team to diagnose the issue and speed repair.

2. (True or False)
Before you call 911 you must call Gap Inc. Security Management for authorization?

True

False

We only 911 for life threatening emergencies such as a injury, medical condition, violent incident, etc. As result there should be no delay in calling 911. In those situations you must call 911 first. Notify Gap Inc. Security Management immediately after calling 911.

Explanation

We only 911 for life threatening emergencies such as a injury, medical condition, violent incident, etc. As result there should be no delay in calling 911. In those situations you must call 911 first. Notify Gap Inc. Security Management immediately after calling 911.

3.

An incident occurs outside your building and Keith White (SVP of Loss Prevention) approaches you asks what happened. You have not notified your Gap Inc. Security Coordinator. What do you do?

Say you are not authorized to share that information and direct Mr. White to contact your security coordinator.

Brief him with all of the details.

Advise him that he will receive an email shortly with your report.

Brief him with all of the details and immediately call your Gap Inc. Security Coordinator.

None of the above.

Anytime a member of the senior Loss Prevention Team request information you must share all of the details with them but you must contact your Gap Inc. Security Coordinator and brief them as well so that they are in the loop. Notifying upper management of an incident while not notifying your Gap Inc. Security Coordinator is break in the chain of command and a failure of notification duties.

Explanation

Anytime a member of the senior Loss Prevention Team request information you must share all of the details with them but you must contact your Gap Inc. Security Coordinator and brief them as well so that they are in the loop. Notifying upper management of an incident while not notifying your Gap Inc. Security Coordinator is break in the chain of command and a failure of notification duties.

4.

You have called everyone on your contact list and no one has answered the call. How long do you wait before calling again?

1 hour.

Before the end of your shift.

Immediately. You do not stop calling until you speak to someone.

15 minutes.

Immediately. There is no delay. You keep calling all of the provided numbers until you reach a live person.

Explanation

Immediately. There is no delay. You keep calling all of the provided numbers until you reach a live person.

5.

What is the first thing you must do anytime you call for emergency or non-emergency assistance from your local police?

Post a mobile at the lobby doors to greet the responding officer.

Notify Gap Inc. Security Management of your action and the details of the incident.

Write an incident report

Send an email recap of the incident to Gap Inc. Security Management.

None of the above.

Anytime you dispatch police, fire or other emergency services, you must contact Gap Inc. Corporate Security Management immediately. You do not need to delay the call for assistance but you did need

Explanation

Anytime you dispatch police, fire or other emergency services, you must contact Gap Inc. Corporate Security Management immediately. You do not need to delay the call for assistance but you did need

6. It is 1 AM and the mobile officer discovers that a perimeter door is not locking and securing. You have contacted engineering and Gap Inc. Security Management. You have been told it will be 2 hours before an engineer will be on site. What must you do until they arrive?

The mobile most be posted at the unsecured door until the door is repaired.

Wait for the engineers to repair the door.

Monitor the door via CCTV and dispatch the mobile if anyone is seen attempting to enter the building.

Post signage notifying employees that the door is broken.

Anytime we have a perimeter door open or failing to secure, a security officer must be posted at that door until it is secured.

Explanation

Anytime we have a perimeter door open or failing to secure, a security officer must be posted at that door until it is secured.

7. (True or False)
When any incident occurs at any Gap Inc. Location your first Gap Inc. Security Management contact is Zack Crowther.

True

False

Your first Gap Inc. Security Management contact is the security coordinator for that location (NYPD is Jorge Checo, Mission Bay is David Finn, etc). Zack Crowther is the back up contact for all locations but not the first call.

Explanation

Your first Gap Inc. Security Management contact is the security coordinator for that location (NYPD is Jorge Checo, Mission Bay is David Finn, etc). Zack Crowther is the back up contact for all locations but not the first call.

8.

You call the cell phone number for a Gap Inc. Security Management representative to notify them of an incident. The person does not answer the call and you receive voice mail. What should you do next?

Call the next person on the call list.

Leave a detailed voice mail.

Keep calling contact numbers on the list until you reach a live person.

Call the other contact numbers for that person (home).

All of the above.

You must do all of these things.
1) Keep calling until you reach a live person.
2) Leave a voice mail (answering machine) message for every number called.
3) Call all listed contact numbers including home phones.
4) Proceed to the next person if you are not able to reach the first until you reach a live person.

Leaving a message does not count as notification. Until you speak to a live person you are not done.

Explanation

You must do all of these things.
1) Keep calling until you reach a live person.
2) Leave a voice mail (answering machine) message for every number called.
3) Call all listed contact numbers including home phones.
4) Proceed to the next person if you are not able to reach the first until you reach a live person.

Leaving a message does not count as notification. Until you speak to a live person you are not done.

9.

(True or False)
A break glass alarm is triggered for a ground floor perimeter window. The mobile investigates and finds the window is broken. Do you need to call Gap Inc. Security Management before contacting the building engineers for a repair?

True

False

If there is a perimeter breach it must be repaired as soon as possible. If you have the appropriate engineer/building contact go ahead and dispatch a repair. You will need to call Gap Inc. Security Management after doing so but you do not need to call for authorization, just notification.

Explanation

If there is a perimeter breach it must be repaired as soon as possible. If you have the appropriate engineer/building contact go ahead and dispatch a repair. You will need to call Gap Inc. Security Management after doing so but you do not need to call for authorization, just notification.

10.

There is a political protest occurring in front of your building. Glenn Murphy (CEO) approaches you asks you what Corporate Security is doing about the protest. He asks you for specific details regarding police response, etc. What should you do?

Answer all of his questions to the best of your ability.

Direct Mr. Murphy to call the Corporate Communications Hotline (extension 75900).

Advise Mr. Murphy you are contractor and do not know the answers to client questions.

Anytime anyone asks you a question that you do not know the answer to or is beyond your area of responsibility, never attempt to answer the question or make up an answer. You are not expected to know all the answer, just how to get them. Take the person's name and best contact phone number, nature of their question and commit to get them answer. Remember, once you commit you must contact the appropriate person and get a response back to the customer in a timely manner.

Explanation

Anytime anyone asks you a question that you do not know the answer to or is beyond your area of responsibility, never attempt to answer the question or make up an answer. You are not expected to know all the answer, just how to get them. Take the person's name and best contact phone number, nature of their question and commit to get them answer. Remember, once you commit you must contact the appropriate person and get a response back to the customer in a timely manner.