1.01 Organization
What is the purpose of this protocol?
To provide operational overview and structure of the Medical Center Security Services Department.
For Security Services staff, how many minutes after the start time of a shift is it considered a tardy?
3 minutes.
Security personnel will provide service in what kind of manner?
Professional, competent and responsible manner.
Any discharge of a firearm, intentional or unintentional, by security personnel must be reported immediately to who?
Security Administration.
What does Uniform A consist of?
Uniform A shall consist of the issued uniform pants and long sleeve shirt.
True or False? Medical Center Security Services is staffed by non-commissioned security personnel who have statutory authority to conduct criminal investigations and/or effect arrests.
False.
How far in advance are employees expected to notify their Supervisor in order to qualify as a scheduled absence?
At least two weeks.
What is the full definition of Customer Service?
Customer Service is the relationship that exists between the Medical Center Security and the customer who benefits from our services. Customer service depends on quality written, verbal or non-verbal communication between the person providing the service and the customer. Positive interactions result in satisfied customers.
All authorized personnel must possess what type of permit, and what state for the permit to be valid?
A conceal carry permit and must be valid in the State of North Carolina.
True or False? Officers are required to carry multi-tools on the uniform duty belt.
False. Officers may carry multi-tools either completely concealed within a uniform pocket, or on the uniform duty belt.
Who is the primary internal resource for Medical Center Administration and serves as the primary point of contact for security related concerns?
The Director of Security Administration.
What is an unscheduled Absence?
A full or partial absence from a scheduled shift that is not authorized by the supervisor in advance. This includes same day call offs for work.
What are the four facets of customer service? ***Triple points for the meaning of each facet.
Fast - Services must be provided in a reasonably expedient manner without unnecessary or unreasonable delay.
Friendly - Services must be provided in a positive manner that reflects enthusiasm for the service provided as well as concern and respect for those assisted.
Focused - The service provided should be delivered in a manner that reflects understanding of the request and to the extent possible, addresses the request.
Flexible - Service should be delivered according to identified best practices as established by current guidelines and training but with appropriate creativity to adjust best practices to unique requests.
The Director of Security Services must approve and sign an application form for the registration of each armed security personnel to be submitted to the Private Protection Services Board. Approval of this form requires what information? **There are 7.
Set of classifiable prints, 2 Head and shoulder digital photos, Certifiable criminal records search for previous 48 months, Certified training completion documents verifying successful completion of the Basic Unarmed Security Guard Training Course and Basic Training Course for Armed Security Guards, Certification of age of applying personnel, Proof of possession of a Concealed Handgun Permit, and Current fee.
Uniform B may be optionally worn during which dates?
April 15th through October 31st.
Immediate response to reported incidents and emergencies will be provided on Medical Center properties where security personnel are assigned as well as those locations in immediate proximity to what location?
The Main Campus (Winston-Salem).
Security Services personnel are responsible for reporting their non-arrival for their scheduled shift at least how many hours prior to the start of the shift?
4 hours.
What different ways can complaints be received? **There are 5.
In person, mail, telephone, e-mail, and reports from Service Excellence.
True or False? Armed personnel are required to disarm for response to behavior health units.
False. Armed personnel are not required to disarm for response to behavior health units, however, personnel assigned to these units (as a post or directed assignment) will disarm themselves prior to assuming the assignment.
While in uniform, personnel will not do what?
1.Wear the uniform or any part of the uniform other than while on duty or traveling to and from work. Personnel are discouraged from engaging in activity that might lend to unnecessary public interaction while in uniform, or 2. Purchase or consume alcoholic beverages while wearing the uniform or any identifiable part of the uniform.
Security personnel provide several security and service related functions on a 24 hour daily basis. What are these security and service related functions? **There are 5
Patient, staff and visitor protection, Identification and reporting of building security and safety issues, Parking area safety, Incident investigations, Response to non-patient incidents (may include medical/code response).
Personnel shall have reviewed and remain familiar with what policies? **There are 6
1. Attendance Policy 2. Employee Identification 3. Employee Rules And Regulations 4. Hours Of Work 5. PTO 6. Substance Abuse
All complainants are to be referred to who?
The Shift Supervisor or the Security Services Manager.
Personnel will not possess weapons during employment activity within how many hours after consumption of any alcohol or other impairing substance, to include prescribed medications?
12 hours.
True or False? As issued, body armor (carrier and ballistic panel together) will be worn at all times as part of the uniform attire.
True.