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Agreement#1

Employee Accessible Customer Service Best Practices and Procedures

ACCEPTABLE TERMS FOR USE WHEN TALKING ABOUT DISABILITIES The following is an excerpt from the Ministry of Community and Social Services [http://www.mcss.gov.on.ca/en/mcss/programs/accessibility/customerService/trainingResources AODA/appendixB.aspx] Words can influence and reinforce the public’s perception of people with disabilities. They can create either a positive view of people with disabilities or an indifferent negative depiction. Here are some general tips that can help make your communication and interactions with or about people with all types of disabilities more successful. • Use disability or disabled, not handicap or handicapped. • Never use terms such as retarded, dumb, psycho, moron or crippled (or other inappropriate terms/language). These words are very demeaning and disrespectful to people with disabilities. • Remember to put people first. It is proper to say person with a disability, rather than disabled person. • If you don’t know someone or if you are not familiar with the disability, it’s better to wait until the individual describes his/her situation to you, rather than to make your own assumptions. Many types of disabilities have similar characteristics and your assumptions may be wrong. BEST PRACTICES AND PROCEDURES Accessible Customer Service follows four basic principles: • Dignity • Independence • Integration • Equal opportunity What can I do to help people with disabilities access our services? • Ask how you can help • Offer a variety of methods of communication • Understand the nature and scope of the service you offer hysical – Physical disabilities include a range of functional limitations from minor difficulties in moving or coordinating one part of the body, through muscle weakness, tremors, and paralysis. Physical disabilities can be congenital such as Muscular Dystrophy; or acquired, such as tendonitis. A physical disability may affect an individual’s ability to: • Perform manual tasks such as holding a pen, turning a key or grip a door knob • Move around independently • Control the speed or coordination of movements • Reach, pull or manipulate objects • Have strength or endurance Best practices and procedures for Customer Service: There are many types and degrees of physical disabilities, and not all require a wheelchair. It may be difficult to identify a person with a physical disability. • Speak normally and directly to your customer. Don’t speak to someone who is with them. • People with physical disabilities often have their own way of doing things. Ask before you help. • Wheelchairs and other mobility devices are part of a person’s personal space, don’t touch, move or lean on them. • Provide your customer information about accessible features of the immediate environment (automatic doors, accessible washrooms etc) • Keep ramps and corridors free of clutter. • If a counter is too high or wide, step around it to provide service. • Provide seating for those that cannot stand in line. • Be patient. Customers will identify their needs to you. Hearing – Hearing loss can cause problems in distinguishing certain frequencies, sounds or words. A person who is deaf, deafened or hard of hearing may be unable to: • Use a public telephone • Understand speech in noisy environments • Pronounce words clearly enough to be understood by strangers Best practices and procedures for Customer Service: Like other disabilities, hearing loss has a wide variety of degrees. Remember, customers who are deaf or hard of hearing may require assistive devices when communicating. • Attract the customer’s attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand • Always ask how you can help. Don’t shout. Speak clearly. Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood. • Face the person and keep your hands and other objects away from your face and mouth. • Deaf people may use a sign language interpreter to communicate – always direct your attention to the Deaf person – not the interpreter. • Any personal (e.g. financial) matters should be discussed in a private room to avoid other people overhearing. • If the person uses a hearing aide, try to speak in an area with few competing sounds. • If necessary, write notes back and forth to share information. • Don’t touch service animals – they are working and have to pay attention at all times. Deaf – Blindness – Deaf-Blindness is a combination of hearing and vision loss. The result for a person who is deaf-blind is significant difficulty accessing information and performing daily activities. Deaf-blindness interferes with communicating, learning, orientation and mobility. People who are deaf-blind communicate using various sign language systems, Braille, telephone devices, communication boards and any combination thereof. Many people who are deaf-blind use the services of an Intervener who relay information and facilitate auditory and visual information and act as sighted guides. Best practices and procedures for Customer Service: Most people who are deaf-blind will be accompanied by an intervener, a professional who helps with communicating. Interveners are trained in special sign language that involves touching the hands of the client in a two-hand, manual alphabet or finer spelling, and may guide and interpret for their client. • Do not assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others have neither. • A customer who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them. • Do not touch or address the service animals – they are working and have to pay attention at all times. • Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency. • Understand that communication can take some time – be patient. • Direct your attention to your customer, not the Intervener. Vision – Vision disabilities reduce one’s ability to see clearly. Very few people are totally blind; many have limited vision such as tunnel vision, where a person has a loss of peripheral or side vision, or a lack of central vision, which means they cannot see straight ahead. Some can see the outline of objects while others can see the direction of light. Vision loss may result in:Difficulty reading or seeing faces • Difficulty manoeuvring in unfamiliar places • Inability to differentiate colours or distances • A narrow field of vision • The need for bright light, or contrast • Night blindness Best practices and procedures for Customer Service: Vision disabilities may restrict your customer’s ability to read signs, locate landmarks or see hazards. In some cases, it may be difficult to tell if a person has a vision disability, while others may use a guide dog and/or white cane. • Verbally identify yourself before making physical contact • If the person uses a service animal – do not touch or approach the animal – it is working. • Verbally describe the setting, form, location as necessary. • Offer your arm to guide the person. Do not grab or pull. • Never touch your customer without asking permission, unless it is an emergency • Don’t leave your customer in the middle of a room. Show them to a chair, or guide them to a comfortable location. • Don’t walk away without saying goodbye. Intellectual – Intellectual disabilities affect a person’s ability to think and reason. It may be caused by genetic factors such as Down Syndrome, exposure to environmental toxins, such as Fetal Alcohol Syndrome, brain trauma or psychiatric disorders. A person with an intellectual disorder may have difficulty with: • Understanding spoken and written information • Conceptual information • Perception of sensory information • Memory Best practices and procedures for Customer Service: People with intellectual or developmental disabilities may have difficulty doing many things that most of us take for granted. These disabilities can mildly or profoundly limit one’s ability to learn. You may not be able to know that someone has this disability unless you are told, or you notice the way people act, ask questions or use body language. As much as possible, treat your customers with an intellectual or developmental disability like anyone else. They may understand more than you think, and they will appreciate your treating them with respect. • Do not assume what a person can or cannot do • Use clear, simple language • Be prepared to explain and provide examples regarding information. Remember that the person is an adult and unless you are informed otherwise, can make their own decisions • Be patient and verify your understanding • If you can’t understand what is being said, don’t pretend. Just ask again. • Provide one piece of information at a time • Speak directly to your customer, not to their companion or attendant Speech – Speech disabilities involve the partial or total loss of the ability to speak. Typical disabilities include problems with: • Pronunciation • Pitch and loudness • Hoarseness or breathiness • Stuttering or slurring Best practices and procedures for Customer Service: Some people have problems communicating. It could be the result of cerebral palsy, hearing loss, or another condition that makes it difficult to pronounce words, causes slurring or stuttering, or not being able to express oneself or understand written or spoken language. Some people who have severe difficulties may use communication boards or other assistive devices. • Where possible, communicate in a quiet environment • Give the person your full attention. Don’t interrupt or finish their sentences. • Ask them to repeat as necessary, or to write their message • If you are able, ask questions that can be answered ‘yes’ or ‘no’ • Verify your understanding • Patience, respect and willingness to find a way to communicate are your best tools Learning – Learning disabilities include a range of disorders that affect verbal and non-verbal information acquisition, retention, understanding and processing. People with learning disability may have average or above average intelligence, but take in and process information and express knowledge in different ways. Learning disabilities may result in difficulties with: • Reading • Problem solving • Time management • Way finding • Processing information Best practices and procedures for Customer Service: • Learning disabilities are generally invisible and ability to function varies greatly • Respond to any requests for verbal information, assistance in filling in forms, etc. with courtesy. Allow extra time to complete tasks if necessary Mental Health – Mental Health disabilities include a range of disorders, however there are three main types of mental health disability: • Anxiety • Mood • Behavioural People with mental health disabilities may seem edgy or irritated, act aggressively, be perceived as pushy or abrupt, be unable to make a decision, start laughing or get angry for no apparent reason. Best practices and procedures for Customer Service: • Treat each person as an individual. Ask what would make him/her the most comfortable and respect his/her needs to the maximum extent possible. • Try to reduce stress and anxiety in situations • Stay calm and courteous, even if the customer exhibits unusual behaviour, focus on the service they need and how you can help Smell – Smell disabilities can involve the inability to sense smells or a hypersensitivity to odours and smells. A person with a smelling disability may have allergies to certain odours, scents or chemicals or may be unable to identify dangerous gases, smoke, fumes and spoiled food. Touch – Touch/Tactile disabilities can affect a person’s ability to sense texture, temperature, vibration or pressure. Touch sensations may be reduced or heightened resulting in a hypersensitivity to touch, temperature, or the opposite, numbness and the inability to feel touch sensations. Taste – Taste disabilities can limit the experience of the four primary taste sensations; sweet, bitter, salty and sour. A person with a taste disability may be unable to identify spoiled food or noxious substances. Other – Other disabilities may result from a range of other conditions, accidents, illnesses and diseases including ALS, asthma, diabetes, cancer, HIV/AIDS, environmental sensitivities, seizure disorders, heart disease, stroke and joint replacement. Disabilities are not always visible or easy to distinguish

 

Employee Health & Safety Policy

The employer and senior management of Onyx Guard Services Inc. are vitally interested in the health and safety of its workers. Protection of workers from injury or occupational disease is a major continuing objective.

Onyx Guard Services Inc. will make every effort to provide a safe, healthy work environment. All employers, supervisors and workers must be dedicated to the continuing objective of reducing risk of injury.

Onyx Guard Services Inc., as employer, is ultimately responsible for worker health and safety. As manager of Onyx Guard Services Inc., I give you my personal commitment that I will comply with my duties under the Act, such as taking every reasonable precaution for the protection of workers in the workplace.

Supervisors will be held accountable for the health and safety of workers under their supervision. Supervisors are subject to various duties in the workplace, including the duty to ensure that machinery and equipment are safe and that workers work in compliance with established safe work practices and procedures.

Every worker must protect his or her own health and safety by working in compliance with the law and with safe work practices and procedures established by the employer. Workers will receive information, training and competent supervision in their specific work tasks to protect their health and safety.

It is in the best interest of all parties to consider health and safety in every activity. Commitment to health and safety must form an integral part of this organization, from the president to the workers.

 

 

Employee Workplace Violence and Harassment Policy

Onyx Guard Services Inc. Workplace Violence and Harassment Policy

A. PURPOSE This policy has been developed to protect all employees from any form of violence, harassment, and/or bullying in the workplace. We are committed to providing a work environment in which all workers are treated with respect and dignity, in compliance with OHSA (Occupational Health and Safety Act, R.S.O. 1990, c. O.1). Workplace harassment will not be tolerated from any person in the workplace (including customers, clients, other employers, supervisors, workers and members of the public, as applicable). B. POLICY Workplace harassment can involve unwelcome words or actions that are known or should be known, to be offensive, embarrassing, humiliating or demeaning to a worker or group of workers, in a workplace. It can also include behaviour that intimidates, isolates or even discriminates against the targeted individual(s). This may include: • making remarks, jokes or innuendos that demean, ridicule, intimidate, or offend; • displaying or circulating offensive pictures or materials in print or electronic form; • bullying; • repeated offensive or intimidating phone calls and/or e-mails; or • workplace sexual harassment. The OHSA defines workplace harassment as engaging in a course of vexatious comment or conduct against a worker in a workplace that is known or ought reasonably to be known to be unwelcome. The definition of workplace harassment includes workplace sexual harassment [section 1]. Workplace sexual harassment means: a. engaging in a course of offensive comment or conduct against a worker in a workplace because of sex, sexual orientation, gender identity or gender expression, where the course of comment or conduct is known or ought reasonably to be known to be unwelcome, or b. making a sexual solicitation or advance where the person making the solicitation or advance is in a position to discuss, grant or deny a benefit or advancement to 2 the worker and the person knows or ought reasonably to know that the solicitation or advance is unwelcome; The OHSA defines workplace violence as the exercise of physical force by a person against a worker, in a workplace, that causes or could cause physical injury to the worker. It also includes an: c. attempt to exercise physical force against a worker in a workplace, that could cause physical injury to the worker; and a d. statement or behaviour that a worker could reasonably interpret as a threat to exercise physical force against the worker, in a workplace, that could cause physical injury to the worker [section 1]. Reasonable action taken by the employer or supervisor relating to the management and direction of workers or the workplace is NOT workplace harassment. C. IMPLEMENTATION Workers are encouraged to report any incidents of workplace violence or harassment as a formal written complaint to Samantha Lapointe. Management will investigate and deal with all complaints or incidents of workplace violence or harassment in a fair, respectful and timely manner. Information provided about an incident or about a complaint will not be disclosed except as necessary to protect workers, to investigate the complaint or incident, to take corrective action or as otherwise required by law. Managers, supervisors and workers (temporary and permanent) are expected to adhere to this policy, and will be held responsible by the employer for not following it. Workers are not to be penalized or disciplined for reporting an incident or for participating in an investigation involving workplace harassment. If a worker needs further assistance, he or she may contact: The Human Rights Legal Support Centre. Signed or Approved by: Clinton Daley Posted and Last Reviewed Date: August 2018

Agreement#2

Employee Drugs, Alochol And Medication Policy

 

I.   Policy Statement

Onyx Guard Services Inc. is committed to promoting the health, safety and wellness of its employees, contractors and the public.  Onyx Guard Services Inc. recognizes and accepts the responsibility to provide Workers with a safe, healthy and productive work environment.  Workers have the responsibility to report to work capable of performing their tasks productively and safely (i.e., mentally and physically fit to perform assigned tasks).  Impairment from Drugs, whether legal or illegal, Alcohol and Medications can have serious adverse impact on the workplace. Onyx Guard Services Inc. has established this Policy in order to balance our respect for individuals with the need to maintain an impairment-free work environment. 

II.  Application

The present policies applies to all employees and subcontractors (hereinafter collectively referred to as the “Workers”).

III.  Responsibilities

All Workers share responsibility for maintaining a safe and productive Alcohol and Drug free workplace. 

All Workers are required to perform their job safely and in strict compliance with all applicable rules, policies and procedures.  In addition, every Worker is required to: 

·Read, understand and fully comply with this Policy. Any questions on policy details, interpretation or implementation are to be referred to the Onyx Guard Services Inc. Management Department.

·Report for work Fit for Duty and remain Fit for Duty while on Company business;

·Immediately advise their supervisor of any worker suspected to be not Fit for Duty;

·Take appropriate action to minimize any safety risk and advise his/her supervisor accordingly;

It is the Manager and/or Supervisor’s responsibility to:

·Observe Worker performance and document any negative changes or problems;

·Not to transfer any Worker responsibility including control of any machinery, equipment or vehicle to a Worker suspected to be not Fit for Duty;

·Guide Workers who seek assistance for a personal problem to the appropriate resource/department (i.e. Human Resources, Employee Assistance Program) while maintaining confidentiality;

IV.   Company Standards

To minimize the risk of unsafe performance due to impairment from alcohol, prescription or over-the counter medication, or other drugs, whether legal or illegal and substances, all Workers are required to adhere to the following standards.

            A.        Alcohol

The following are strictly prohibited while on Company property, operating a Company vehicle or equipment, during working hours, at Company sponsored events, and whenever a Worker is representing the Company or conducting Company business: 

·Reporting for duty or remaining on duty while being under the influence of Alcohol

·Consuming Alcohol during the work day including meals or other breaks

·Possessing, distributing, offering or selling Alcoholic beverages

On an exceptional basis for Company-sponsored social events, Alcohol may be served on Company premises or outside of the Company premises with the explicit approval of the Onyx Guard Services Inc. Management (eg. Christmas Party).  Workers who are permitted to consume Alcohol on such occasions are required to exercise moderation and good judgment, and to avoid operating a motor vehicle with a blood Alcohol level above the legal standard.

            B.        Medications

All Workers are expected to use prescribed and over-the-counter medications responsibly.  The intentional misuse of medications (for example, using the medication other than as prescribed, using someone else’s prescribed medication, or combining medication and Alcohol use against direction) while on Company property, operating a Company vehicle or equipment, during working hours, at Company sponsored events, and whenever a Worker is representing the Company or conducting Company business, is prohibited. 

Furthermore, Workers are required to investigate through their doctor or pharmacist whether a medication can affect safe operation and take appropriate steps to minimize associated risk and to advise their Manager or Supervisor consequently. 

            C.        Drugs and other Substances

The following are strictly prohibited while on Company property, operating a Company vehicle or equipment, during working hours, at Company sponsored events, and whenever a Worker is representing the Company or conducting Company business:

·Reporting for duty or remaining on duty while being under the influence of any Drugs, whether legal (eg. Marijuana) or illegal;

·Consuming legal or illegal Drugs during the work day including meals or other breaks;

·Possessing, distributing, offering or selling Drugs, whether legal or illegal;

Workers who are on-call are expected to be fit for work in compliance with these standards.  If an unexpected situation arises where a Worker is requested to perform unscheduled services and is unable to report to work due to impairment from Alcohol, medication or Illegal Drugs, the Worker must decline the call or request.

            D.  Professional Assistance

Any Worker who is unable to comply with the Alcohol and Drug policy or thinks he presents signs of an addiction to Alcohol, Drugs, whether legal or illegal, or medication should seek assistance from a representative in the human resource department, their Supervisor or Manager or  the Employee Assistance Program (EAP) which may be reached at (647) 794-7113.

V.  Prevention and Investigation Procedures

            A.        Investigation

The Company will conduct an investigation into any suspected or confirmed violation of this Policy.  A Worker may be held out of service with or without pay, depending on the circumstances, while the investigation is being conducted. 

The Company reserves the right to investigate any situation where there are reasonable grounds to believe that Alcohol or Illegal Drugs are present on Company Premises or that other misconduct has occurred.

            B.        Alcohol and Drug Testing

Drug and Alcohol testing will only be required if there are reasonable grounds for testing, or if  there has been an accident or Near Miss or Significant Incident affecting persons and/or property damage.

If a prescription drug is required by a physician or medical professional that may have the potential for impairment, drowsiness or reduced alertness, the Worker must immediately report this to their supervisor or manager.  The supervisor or manager must take appropriate steps to ensure that the Worker and the workplace are safe.

                        i.  Reasonable Grounds for Testing

Testing for the presence of Drugs and Alcohols when a Supervisor or Manager suspects a worker is unfit for duty due to impairment can be required of the Worker in the circumstance of reasonable grounds.  Reasonable grounds include, but are not limited to, information established by the observation of the Worker’s conduct or other indicators, such as the physical appearance of the Worker, his or her attendance record, speech, behaviour, and/or body odours which suggest the Worker, is under the influence of a substance prohibit by this policy (including withdrawal symptoms).  The Worker will not be permitted to return to work until verified negative test results have been received.  If the Worker refuses to comply it will be considered misconduct and a violation of this policy. Any individual failing to cooperate with reasonable suspicion testing may be subject to discipline, up to and including termination of employment.

 

                 ii.  Post-Accident/Post-Incident Testing

Testing may be conducted following an accident, or following an incident at the workplace where safety precautions were violated and/or careless acts were performed which resulted in, or substantially increased the risk of, injury or harm to any person or damage to property or the physical environment. As soon as possible, following an accident or incident, the Worker shall submit to tests for substances prohibited by this policy, unless there is clear evidence that the accident and/or incident could not have been contributed by the Worker, but by an unsafe condition (i.e., structural or mechanical failure which the Worker could not have foreseen or prevented.)

                     VI.  Policy Violations

The Company may discipline or terminate the employment of a Worker who fails to comply with the drug and alcohol policy, including failure to report for a test, delaying testing, or refusing to submit to a test.  The appropriate consequences depends on the facts of the case, including the nature of the violation, the existence of prior violations, the response to prior corrective assistance programs, and the seriousness of the violation and applicable laws.

VII.  Definitions

Alcohol - means the intoxicating agent in beverage Alcohol, ethyl Alcohol, or other low molecular weight Alcohols including methyl and isopropyl. It includes but is not limited to beer, wine and distilled spirits.

Alcohol and Drug Test - a test administered using technologies such as oral fluids, urine testing and hair samples analyzed by qualified personnel; in the case or urine laboratory test, samples are analyzed by an approved laboratory.

Company Business – refers to all business activities undertaken by Workers in the course of performing duties, whether conducted on or off Company premises.

Company Premises – includes but is not necessarily restricted to all land, facilities, mobile equipment and vehicles owned, leased, or otherwise directly controlled by the Company.

Drug – means any substance which may, depending on the context, include alcohol, legal drugs, Illegal Drugs or medications, the use of which has the potential to change or adversely affect the way a person thinks, feels or acts.  For the purposes of this Policy, drugs of concern are those that inhibit a worker’s ability to perform his or her job safely

Worker - any person engaged in work at the workplace, including subcontractors.

Fit for Duty - means that a worker is able to safely perform assigned duties without any limitations resulting from, but not limited to: the use or after-effects of Illegal Drugs, Alcohol, and/or medications.

Medication – refers to a Drug obtained legally, either over-the-counter or through a doctor’s prescription.

Reasonable Grounds - includes objective information established by observations of a Worker’s conduct or other indicators such as physical appearance, attendance record, circumstances surrounding accidents or near misses in the workplace, presence of Alcohol, Drugs and Drug paraphernalia in the vicinity of the Worker or an area where the Worker works.

 

 

Employment Standards in Ontario

ESO (Employment Standards in Ontario)

 

The Employment Standards Act, 2000 (ESA) protects employees and sets minimum standards for most work places in ontario.

Employers are prohibited from penalizing employees in anyway for exercising  their ESA rights.

 

Minimum Wage 

 

Most employees are entitled to be paid at least the minimum wage. For current rates visit: Ontario.ca/minimumwage 

 

Hours of Work and Overtime

There are daily and weekly limits on hours work, and rules around meal breaks, rest periods and overtime. For more information visit: Ontario.ca/hoursofwork and Ontario.ca/overtime

 

Public Holidays

Ontario has a number of public holidays each year. Most employees are entitled to take these days off work and be paid public holiday pay. For more information visit: Ontario.capublicholidays

 

Vacation Time and Pay

Most employees earn vacation time after every 12 months of work. There are rules around amount of vacation pay an employee earns. For more information visit: Ontario.ca/vacation

 

Leaves of Absence 

There are a number of job-protected leaves of absence in Ontario. Examples include pregnancy, parental and family caregiver leave. For more information visit: Ontario.ca/ESAguide

 

Termination Notice and Pay

In most cases, employers must give advance written notice when terminating employment and/or termination pay instead of notice. For more information visit: Ontario.ca/terminationofemployment 

 

 

Expectations

 

 

1.         Rules and Regulations. You agree to be bound by and faithfully observe and abide by all the rules and regulations or guidelines of the Employer (including, but not limited to, any office procedural manuals and any confidentiality of information policies or procedures) which are in effect from time to time which are brought to your notice or of which you should be aware. While a breach of any of the rules or regulations of the Employer may be cause for discipline up to and including discharge, you should be aware that protection of the Employer’s confidential information is extremely important to the success of the Employer and, consequently, any breach of the confidentiality of information policies or procedures which are in effect from time to time will be cause for severe discipline and/or termination of employment for cause.

  • All security guards must report to the job site in proper uniform.
  • All security guards must carry their security license with them at all time.
  • All security guards are required to be at the job site 15 minutes before the start of their shift and to stay at the job site until they are relived (never leave the job site vacant).
  • During his/her shift, the security guard is not permitted to leave the job site
  • During his/her shift, the security guard is not permitted to have guest/visitors on site unless it has been approved by Onyx Management.
  • Personal calls on the job site are not permitted only for emergencies (NO CELL PHONES OR MOBILE DEVICE) unless approved by management.
  • All security guards must sign in and out at the job site.
  • If any problems/ disagreement may occur between Onyx and staff members, please contact management (Onyx Guard Services Inc.) as soon as possible.
  • All security guards must be trained on the site procedure and protocols before working on their shift.

 

  1. Lunch/Break Period:
  • Lunch is to be eaten inside the building at the job site
  • During a (5) hours shift each security guard is allowed a 15 minutes break
  • During a normal (8) hour shift each security guard is allowed either a two 15 minutes breaks or one 30 minutes break
  • If a shift lasts more than 10 hours security guard will be given an addition 15 minutes paid break and an additional 30 minutes unpaid break if so needed.

 

  1. Smoking Policy:
  • Smoking on the job site inside the building is not permitted.
  • If smoking is permitted outside of the building, the employee will be allowed to smoke outside only during their break time.

 

 

 

Agreement#3

Employee NCR Guard Training

Confidentiality

§  Details of service provided to NCR, ATM contents, NCR security policies and procedures and NCR customer information are to be kept strictly confidential

§  Loss / theft / compromise of information to be reported is to be reported to NCR immediately

 

Security Guard Requirements

Guards must:

•      Be Licensed (if required by state) and produce license upon request

•      Be  readily identifiable as a “Security Guard”

•      The attire must be professional in manner and include a patch, insignia or other marking that will allow the individual to be recognized as security from at least 30 feet

•      Have a personal / company owned vehicle

•      Have a two way wireless communication device

•      Be able to effectively communicate with technician and the general public

•      Have a flashlight for after dark calls

•      Be trained to respond to NCR calls with annual refresher training

•      Treat customers and the general public with respect; making every effort to de-escalate potential confrontations; stance should always be professional and non-confrontational.

•      Alert NCR technician immediately to potential risks to ensure the CE remains away from the location or to leave site if the risk is identified after arrival.

Notify the police of any suspicious activity and allow them to investigate

Guards must not:

•      Be accompanied by a dog or carry any unauthorized weapons.

•      Be accompanied by any unauthorized person while providing service to NCR.

•      Leave the immediate proximity of the CE to investigate potential risks.

•      Approach individuals on site to investigate their purpose for being on site.

•      If armed, remove the sidearm from its holster, place their hand on the sidearm or otherwise signal potential armed resistance as a deterrent to a potential threat.

•      When required to verbally engage an approaching individual, to not do so in a way that will cause customer relationship issues or unnecessary conflict.

 

Guards role

Guard’s role is to:

•      Prevent technician from entering into a potentially dangerous environment

•      After entry into the service location, forewarn technician about any developing problems that may affect technician’s safety

•      Facilitate a safe exit for technician

•      In a non-secure (public access) environment, diplomatically prevent unauthorized persons from intruding into technician’s workspace

Guard’s role is not to:

•      Intervene if a robbery occurs; cooperate completely with the perpetrator’s demands

•      Ensure the technician does not steal money; if doing the job properly, a guard cannot perform the role of a witness

 

Determine Potential Risks

Guard is to perform a security inspection of a site before clearing the technician to arrive.  The following are examples of potential risks and or impending criminal acts:

•      Individuals loitering near the ATM on foot or in vehicles

•      Signs of unlawful entry into a secured location

•      Obvious signs of tampering with or damage to the ATM

•      Individuals or vehicles that either appear out of place, or individuals directing unusual attention toward the ATM or the service location.

If any suspicious activity is detected, the security guard must immediately advise the technician.

 

Dispatch Process

NCR will request a guard per established protocols

•      Guard must call technician within 10 minutes of dispatch to provide an ETA

•      Guard should remind the technician to stay off-site until advised by the guard that the site is safe for arrival

•      Guard’s arrival time must be within allotted time for the zone

 

Meet Away from Service Site 

•      Guard and technician must arrange to meet away from the service location.  If the guard has worked with the technician previously, they can forego the offsite meet provided:

•      Guard speaks with the technician before arrival on site to determine if there is anything of potential concern based on the call details or the technician’s knowledge of the location

•      Technician never arrives at the service location before the guard has checked the site and declared it safe (any violation of this protocol must be reported to NCR)

•      This applies to all service environments

 

Call and Meet Service

•      In-Branch Servicing (after hours)

•       

•      Guard checks exterior of the site for signs of problems, unsecured doors, forced entry, etc.; technician maintains the key

•      When safe, guard communicates it is safe for technician to arrive on-site

•      Guard is to meet technician at the vehicle and walk with them to the door (walking behind the technician)

•      Technician opens the door, they both enter and technician locks the door

•      Guard then checks the interior

•      When deemed clear by the guard, technician goes into the ATM room; guard remains in the customer area of the branch watching outside while technician is performing the service

•      In-Branch Servicing (after hours) continued

•      When servicing is complete, technician exits the secure room

•      Technicians signs the guard paperwork before departing the secure area of the branch

•      Technician lets guard out first to confirm he can exit safely; technician is to lock the door and await clearance from guard to exit

•      When safe, technician exits (securing the premise) and guard is to walk technician to vehicle (walking behind the technician)

•      Guard and technician go their separate ways (unless guard is required for the next service call

•      Any requirements to exit and re-enter the site (e.g. getting parts from the van) requires compliance with entrance / exit procedures

•      If technician must work at the front of the ATM the guard should be positioned as in a public or commercial environment

•      In-Branch Servicing (during business hours)

•      Guard is required to check the perimeter of site with ability to view the inside to determine if anything appears amiss prior to the technician arriving at the site

•      The entrance and exit procedures still apply

 

Commercial / Public Environments

This applies to convenience stores, gas stations, malls, etc.

•      Guard checks exterior and interior of site

•      When deemed safe, guard contacts technician to arrive on-site

•      Guard meets technician at the vehicle and escorts technician into the premise (walking behind the technician), checking-in with the site staff upon entry

•      Technician commences working while guard establishes a protected area (any movement of signage or product to create a protected area must be authorized by the site staff)

•      Guard assumes optimal positioning to:

•      observe activities

•      make non-threatening eye contact with people entering the location or area of the ATM

•      be able to intercept and diplomatically address unauthorized persons approaching the technician

•      warn technician of any potential problems and facilitate a quick and safe departure

•      Commercial / Public Environments (cont’d)

•      Guard does not watch technician, look in the ATM, or engage in other improper activity (e.g. reading magazines, talking on phone, engaging technician in idle conversation, etc.) whether the ATM safe is open or closed

•      Guard does not assist technician with work, including carrying parts

•      When work is completed, guard confirms it is safe for technician to exit and walks technician to the vehicle (walking behind the technician)

•      Any requirement to exit and re-enter site (e.g. getting parts) required compliance with entrance / exit procedures

•      Administrative tasks if any are to be performed away from the site after departing

•      Kiosk / Drive-up Servicing

•      Guard checks location for safety; when safe, guard contacts clears technician to arrive on site

•      Guard parks at front of drive-up lane (past ATM / kiosk)

•      Technician pulls up into kiosk lane behind guards vehicle

•      If kiosk is a secure area, technician enters while guard remains outside

•      When technician's work is completed, he contacts guard that he is ready to exit the kiosk

•      Guard confirms area is safe and advises technician

•      Technician exits, securing the kiosk then proceeding straight the vehicle

•      if it is a stand-alone, drve-up, it is treated similar to a commercial / public environment

•      In either case, administrative work is to be done away from the site after departing

•      If circumstances at the site lead to a conclusion that it would be unsafe to proceed with servicing, technician and guard agree to postpone the call

•      If a crime in progress is detected, contact the police immediately (using 911) and return to the meeting place to advise technician and await police arrival

•      If criminal activity is detected with no sign or perpetrator, or premise is insecure, return to meeting place and advise technician

 

Robbery Procedures

NCR has specific procedures for dealing with robbery situations

If a robbery occurs, cooperate completely with the perpetrator

Be observant but do not make any effort to pursue

Speak to no one other than police dispatch until police arrive, and do not walk around (this could destroy physical evidence)

Incident Reports

NCR technicians will submit an ATM Security Incident report when response times are not met, guard performance or procedural violations

NCR welcomes incident reports where the guard detects procedural violations by NCR technicians

Guard incident reports should be sent from the guard service to Global Security via email at Global.Security@ncr.comConfidentiality

§  Details of service provided to NCR, ATM contents, NCR security policies and procedures and NCR customer information are to be kept strictly confidential

§  Loss / theft / compromise of information to be reported is to be reported to NCR immediately

 

Security Guard Requirements

Guards must:

•      Be Licensed (if required by state) and produce license upon request

•      Be  readily identifiable as a “Security Guard”

•      The attire must be professional in manner and include a patch, insignia or other marking that will allow the individual to be recognized as security from at least 30 feet

•      Have a personal / company owned vehicle

•      Have a two way wireless communication device

•      Be able to effectively communicate with technician and the general public

•      Have a flashlight for after dark calls

•      Be trained to respond to NCR calls with annual refresher training

•      Treat customers and the general public with respect; making every effort to de-escalate potential confrontations; stance should always be professional and non-confrontational.

•      Alert NCR technician immediately to potential risks to ensure the CE remains away from the location or to leave site if the risk is identified after arrival.

Notify the police of any suspicious activity and allow them to investigate

Guards must not:

•      Be accompanied by a dog or carry any unauthorized weapons.

•      Be accompanied by any unauthorized person while providing service to NCR.

•      Leave the immediate proximity of the CE to investigate potential risks.

•      Approach individuals on site to investigate their purpose for being on site.

•      If armed, remove the sidearm from its holster, place their hand on the sidearm or otherwise signal potential armed resistance as a deterrent to a potential threat.

•      When required to verbally engage an approaching individual, to not do so in a way that will cause customer relationship issues or unnecessary conflict.