coecoeoooooooo9ooSeEeu9900000 cogcoooc0oooqgooo0o0ocoe Answer Guide CPP20212 Certificate II in Security Operations Student Assessment Book - Additional licensing units (Master Assessment)Contents CPPSEC2001A Communicate Effectively in the Security Industry CPPSEC20068 Provide Security Services to Clients CPPSEC2002A Follow Workplace Safety Procedures in the Security Industry ..... CPPSEC2005A Work as Part of a Security Team CPPSEC2014A Operate Basic Security Equipment CPPSEC20038 Work Effectively in the Security Industry... CPPSEC20048 Respond to Security Risk Situation. CPPSEC2012A Monitor & Control individual & Crowd Behaviour... CPPSEC20118 Control Access to & Exit From Premises .. CPPSEC2015A Patrol Premises... CPPSEC3002A Manage Conflict Through Negotiation. CPPSEC3003A Determine Response to Security Risk Situation CCPPSEC3007A Maintain Security of Environment... CPPSEC3013A Control Persons Using Empty Hand Techniques... HLTFA311A Apply First AidASSESSMENT COVER SHEET placing on the students fie. to this form, This form is to be completed by the assessor and used as a final record of student competency. All student submissions including any associated checkists (outlined below) are to be attached to this cover sheet before ‘Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and altached ‘Student Name: ‘Student ID No: Final Completion Date: Unit Code: CPPSEC2001A Unit Title: Communicate Effectively in the Security Industry Please attach the following documentation to this form Result ‘Assessment 1 Underpinning Knowedge S| NS | NA Assessment 2 Case Scenario S|. NS | NA Assessment 3 Practical Assessment S| NS | NA Final Assessment Result for this unit cy NYC Student Feedback: ‘Student Declaration: cece hat have been essescedin this unt and nave n advised of my resut Name: Signature: Date: Talsoam aware ofmyappest rans. | feeble sn Pe Name: Signature: Administrative use only ‘Rasessor Declaration. cedars ha nave oonaisea far Waa relble so fexbleassensment wih ths stun, an Ihave prsded Date: ace Entered onto Student Management Database | 9 Date TrialsCPPSEC2001A Communicate Effectively in the Security Industry This unit of competency specifies the outcomes required to apply verbal, non-verbal and written communication skills for effective interaction with people in the security industry. It requires the ability to accurately receive and relay information, and to complete routine correspondence and documentation. The unit also requires the ability to adapt interpersonal styles and techniques to varying social and cultural environments. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC2001A Communicate Effectively in the Security Industry contains employability skills. Instructions to the candidate 1. Read all of the questions for this unit of competency before commencing 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate 1 unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who can work without supervision and demonstrate a level of judgement and decision making, 4, This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete all your own work without assistance from other persons and /or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words. 7. All questions and tasks must be true and correct to be assessed as satisfactory. 8. Complete the assessment sign off sheet with your assessor. CPPSEC2001A - Communicate effectively in the security Industry | Underpinning KnowledgeQuestion 4 It is your first day on a new job site and you receive assignment instructions for the shift, what should you do? ‘A. Do nothing B. Check the information you received from your supervisor against the assignment instructions C. Pretend you understand and work it out as you go D. None of the above Question 2 Select what is being utilised when receiving verbal and non-verbal information. Observation skills Active listening skills, Literacy skills Observation and active listening skills pom> Question 3 Select five (5) key points that make a good active listener. Defer judgment Good numeracy skills Physical fitness Pay attention Like outdoor activities Provide feedback Enjoy reading ‘Show that you are listening Respond appropriately You like to talk over people poo popooG Question 4 You are a security officer working in a major shopping complex and you receive a task from control via your two-way radio. ‘A. Do the task with no response to the control room B. You think the task is beyond your ability, so you ignore the call C. You go to the opposite end of the complex and hope someone else does the task D. Confirm the information with the control room and summarise your understanding Question Whilst working as a security officer, you are given a task to perform that you are uncertain of or misunderstand the information given. What should you do? ‘A. Tell your supervisor that you are too busy B. Tell your supervisor that you are unsure of what is required C. Carry on with the task and hope itis right D. Give the job to a more junior person Question 6 When communicating with people that may have social and cultural differences, you must be aware of the following (indicate at least three (3)): Disrespectful 5 Courteous CPPSEC2001A - Communicate effectively in the security industry | Underpinning KnowledgeUnderstanding Speak to them in a loud tone Respect Enforce your beliefs oO og Question 7 A security officer, when using _verbal___ communication, should make sure it is, _clear___and __concise__, using _language___ appropriate to the audience, Question 8 Select from the list ‘appropriate communication techniques’ that you would use to develop and maintain confidence with others. 0 Listen actively 3 Talk over the top of people 0 Don't look at the person when talking 3 Good non-verbal message 5 Don't prepare what you are about to say © Express thoughts and feelings © Speak in a monotone © Communicate without being adversarial Question 9 Using the phonetic alphabet, circle the words that you would use when spelling out “Unserviceable” ALPHA BRAVO = CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIET KILO LIMA MIKE NOVEMBER OSCAR PAPA QUEBEC — ROMEO SIERRA = TANGO —- UNIFORM VICTOR) WHISKEY X-RAY YANKEE = ZULU Question 10 Select the communication equipment a security officer may use in their daily duties. A. Two-way radio / megaphone / public address system B. Mobile phone / telephone C. Computer / facsimile machine D. All of the above Question 11 What are effective communication channels which may be utilised within a security organisation? A. Direct supervision 8. Communication with team members C. Formal reporting requirements D. All of the above Question 12 As a security officer, you will be required to record information. Select the appropriate procedures and materials that you may use. CPPSEC2001A - Communicate effectively in the security industry | Underpinning Knowledge© Security shift logbooks 5 iPod Taser Notebook Electronic or paper-based reporting and information management system PABX machine Megaphone Databases Incident report forms PA system a a Question 13 A security officer's written information needs to meet the organisational standards for _language__and _accuracy___so it can be used for legal purposes. Question 14 A security officer may use business equipment and technology whilst carrying out daily duties. Match the items below. Hardcopy ofa report | Facsimile machine ‘Senda hardcopy | Email | Clientinformation Printer ‘Company memo | Personal organiser Officer tasks | Databases Question 15 The maintenance of information must be kept in accordance with __ relevant legislative and _ organisational requirements _. Question 16 Provide two (2) examples of communication techniques that apply positive language when using a two- way radio. ‘Answer:The candidate must provide two (2) examples of communication techniques that apply positive language when using a two-way radio. Being non-judgemental Providing and receiving constructive feedback ‘Questioning and paraphrasing to clarify and confirm understanding Use of postive, confident and cooperative language Use of two-way communication Active listening ‘The candidate's response must include two (2) techniques from the list above, Question 17 In what ways would the same examples of positive language you mentioned in Question 16 benefit from being supported by body language if you were speaking face-to-face with the person instead of using the two-way radio? CPPSEC2001A - Communicate effectively in the security industry | Underpinning KnowledgeAnswer:The candidate must nominate one (1) form of body language that could be used to apply a positive response face-to-face with the person instead of using the two-way radio. ‘+ Inclusion of tone of voice + Supported by facial expression + Addition of appropriate body language * Interpreting non-verbal and verbal messages ‘The candidate's response must include one (1) technique from the list above. Question 18 Discuss how your communication techniques might vary when speaking to a person on the two-way radio who is of a different ethnic culture and does not have English as his / her first language. Answer: The candidate must discuss how communication techniques might vary when speaking to a person on the two-way radio who is of a different ethnic culture and does not have English as his / her first language. Religious and spiritual observances Social conventions Traditional practices and observations Language skills Personal history and experiences which may be traumatic ‘The candidate's response must include one (1) technique from the list above Question 19 ‘What is your organisation's procedure for the preferred method to present a shift report to your supervisor that has been written on a computer? ‘A. Email to the security guard who is rostered on the next shift B. Left open on the computer screen where the supervisor can see it C. Saved on the computer, and printed and handed to the supervisor in person in a timely manner D. Left on the computer with a note letting the supervisor know the report is finished Question 20 Select six (6) safeguards (organisational procedures) that would ensure confidentiality of a shift report that has been written on a computer and could be used for legal purposes. Policies for ensuring confidentiality of information Procedures for archiving electronic copies Having no policies Procedure for storing hardcopy records Having trust in all people that they won't look at things they shouldn't Procedures for recording electronic information Procedures for storing electronic information Procedures for destroying information if required nooo Question 24 Select four (4) observational and monitoring techniques. © Change observation position regularly 5 Don't get distracted by conversation | Move on your feet to stay alert Be aware of anything unusual Wear special glasses Let someone else do it CPPSEC2001A - Communicate effectively in the security industry | Underpinning KnowledgeQuestion 22 Security officers will often interact and relate with people of different social, cultural and ethnic backgrounds. What things can you do to build good relationships? A. Be respectful B. Don't be judgemental C. Be clear and concise D. All of the above Question 23, There is no difference between written and spoken English ‘TRUE or FALSE Question 24 There are many different social practices involved in various cultures. It is important that 2 security officer is understanding and respectful of these practices. TRUE or FALSE Question 25 It is a security officer's responsibility to ensure that reports and relevant documentation are prepared, presenting all relevant facts and information in appropriate format, style and structure, and are ‘maintained in accordance with organisational requirements TRUE or FALSE Question 26 When communicating either face-to-face or via two-way radio, an effective method of confirming an accurate understanding of the information is to: A. Work it out yourself B. Nod and use expressive facial gestures C. Summarise information received D. All of the above Question 27 Understanding youth culture and using language concepts familiar to young people is not necessary for a security officer aged over 25 years. ‘TRUE or FALSE Question 28 Using negative language can often escalate a conflict. Select four (4) words from the list below that have ‘a negative connotation and should be avoided. a Can't a Don't 3 Do Can Don't bother Try Useless Hopeful gogo CPPSEC2001A - Communicate effectively in the security industry | Underpinning KnowledgeQuestion 29 You are in the seventh hour of an eight hour shift and you realise that the batteries in your two-way radio have died out. While faced with such a routine problem what will you do? ‘A. Check instructions, replace batteries and record it B. Take the two-way radio home C. Let the next guard worry about it D. Do nothing Question 30 You should ask your supervisor about operating procedures in case of loss of communication before commencing work. TRUE or FALSE Question 31 ‘Your personal work standards should be made in conjunction with which of the following: Team goals Organisational goals Client requirements All of the above gom> CPPSEC2001A - Communicate effectively in the security industry | Underpinning Knowledge loNotes to the candidate 4. Read the Learner Guide for this unit of competency. 2. Read relevant handouts. 3. Read all of the questions for this unit of competency before commencing, 4, Answer all the questions for this unit of competency. 5. Keep in mind you are studying a Nationally Recognised Certificate I! unit of competency 6. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making. 7. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks ete. 8. You must complete all work without assistance. 9. All questions and tasks must be true and correct to be deemed competent. 10. Complete the assessment sign off sheet with your assessor. CASE SCENARIO CPPSEC2001A - Communicate effectively in the security industry | Case Scenario ItYou are a security officer at the international airport. Your start time is 1400hrs and your finish time is 2300hrs with an hour break. Your duties include general patrols internal and extemal, with rotations through the screening area every 2 hours. You are 45mins into your shift conducting extemal patrols when you find an unattended piece of luggage; it is a trolley bag, black in colour and of medium size with no nametags on it. You have a look and ask people in the immediate area, but you cannot track down the owner of the bag You radio the control room to notify them of the bag and they advise you to stay in the area until the AFP arrives so you can handover the job to them. Within 5 minutes the AFP officers arrive and you handover the job, then radio control with the status. You carry on with your patrolling of the external areas at 1500hrs for 30 more minutes, then start your internal patrol. Within 15 minutes you notice 2 people of non-English speaking background looking distressed. You walk up to them and ask if everything is OK. They are trying to speak to you, but not in English. They are a litle lost and are running late for a flight. 10 minutes later you get the issue sorted out, then carry on with your duties. It is 1600hrs and you report to the screening area for screening rotation. Within 26 minutes you are confronted by an intoxicated male that has set the walk-through metal detection unit off. You ask the male person to walk back through and empty his pockets and remove his work boots, he complies with some agitation. You then ask him to walk back through the metal detection unit and it sounds again. This time the male refuses to walk back through and is not going to cooperate with any of your directions. He is holding up all the other people trying to get their flights. He strikes out at you and your work colleagues, the supervisor and police are called. You call control for assistance and notify them of the situation. The rest of your shift is event and inoident free, you sign off at 2300hrs. Assessment Task 1 Why would the security officer in the case scenario require good speaking, reading, observation and listening skills? Explain the importance of each skill, 41) Verbal skills - 2) Reading skills - 3) Observation skills - 4) Listening skills ~ Answer:The candidate must explain the importance of the following skills. \Verbal skills =the response must include one (1) of the following + Perceived credibility + Confidence + Being able to speak assertively, giving the speaker confidence Reading skills the response must include one (1) of the following + Willimprove the speaker's communication skills and increase their vocabulary + Safety reasons — to read warning signs etc. + Present a professional image CPPSEC2001A - Communicate effectively in the security industry | Case Scenario, (2:(Observation skills = the response must include one (1) of the following: + Early detection of a situation How the people could be feeling How they are responding to your communication Body lenguage Identify risks Identify situations ‘Assess risks Listening skills ~ the response must include one (1) of the following Better communication by making eye contact Not being distracted, being involved in the conversation, Decreases misunderstandings ‘Shows the speaker respect Assessment Task 2 List two (2) non-verbal signs that you would look for in a potentially aggressive person, such as the intoxicated male in the case scenario. A B. Answer: The candidate must list two (2) non-verbal signs that he / she would look for in a distressed person, such as the lost tourists in the case scenario, ‘The response must include two (2) of the following + Any major change in behaviour that varies from what is normal Pale or flushed face Rising voice Focusing / narrowing of the gaze ‘Tensing of muscles Increased agitation and disturbance in behaviour (e.9. pacing) Assessment Task 3 List two (2) non-verbal signs that you would look for in a distressed person, such as the lost tourists in the case scenario. A B. Answer: The candidate must list two (2) non-verbal signs that he / she would look for in a distressed person, such as the lost tourists in the case scenario. ‘The resporise must include two (2) ofthe following: + Behaving in an unpredictable, restless or agitated manner + Crying excessively for what appears to be litle or no reason + Reddening of the face + Looking around the area with no direction Assessment Task 4 List two (2) key points to remember when dealing with people that may have individual social and cultural differences. A CPPSEC2001A - Communicate effectively in the security industry | Case Scenario 3B. Answer: The candidate must list two (2) key points to remember when dealing with people that may have individual social and cutural differences. ‘The responise must include two (2) of the following: ‘+ It’s important to react to these customs with Understanding, rather than regarding them as strange or offensive Don't patronise Don't take offence ifa person or colleague has different beliefs to you Don't mock or judge Don't stereotype Assessment Task 5 Explain how you would communicate with a distressed, non-English speaking person, like the lost pair in the case scenario. ‘Answer: The candidate must explain how he / she would communicate with a distressed non-English speaking person, ike the lost pair in the case scenario. ‘The responise must include one (1) of the following: + Patience + Clear plain English + Write it down, use diagrams + Calm tone of voice Assessment Task 6 List two (2) types of communication channels that could be used by the security officer in the case scenario. Answer: The candidate must list two (2) types of communication channels that could be used by the security officer in the case scenario. The response must include two (2) ofthe following: + Communication with team members Direct supervision Formal requirements Written signage Organisationet networks Assessment Task 7 The communication equipment to receive, interpret and transmit a clear and accurate message that may be utilised in the case scenario, could be? Answer: The candidate must identify a communication equipment to receive, interpret and transmit a clear and accurate message that may be utilised in the case scenario, ‘The response must include two (2) of the following: + Mobile phone + Telephone + Public address system + Two-way radio Assessment Task 8 Explain in your own words step by step how you would radio control about the bag incident? Use a Suitable format, language and structure. ‘Answer: The candidate must explain, in his / her own words, step-by-step how he / she would radio control about the bag incident, CPPSEC2001A - Communicate effectively in the security industry | Case Scenario yThe response must follow the following guidelines Use a suitable format, language and structure Using correct radio procedures Phonetic alphabet, where required Clear concise language Only transmit important information Assessment Task 9 Fill in the timesheet as if you are the security officer in the case scenario. Day | Date Siart Finish Break Hours Site MON TUE WED THU FRI SAT ‘SUN ‘Answer: The candidate must fil in the timasheet as if they are the security officer in the case scenario. ‘The completed timesheet must include the following information’ + Start at 1400hrs + Finish at 2300hrs Assessment Task 10 Fill in your notebook as if you are the security officer in the case scenario. NOTEBOOK 0001 CPPSEC2001A - Communicate effectively in the security industry | Case Scenario‘Answer: The candidate must fil in the notebook as if they are the security officer in the case scenario. The ‘notebook entry must include the following key points: + Notes on unattended luggage with desoription + Notes on distressed persons + Notes on intoxicated male Assessment Task 11 Fill in your logbook as if you are the security officer in the case scenario. LOGBOOK Site: Date Name Incident Answer: The candidate must fll n the logbook as if they are the security officer in the case scenario. The logbook ‘entry must include the following key points: + Notes on unattended luggage with description + Notes on distressed persons + Notes on intoxicated male CPPSEC2O01A - Communicate effectively in the security industry | Case Scenario 1€Assessment Task 12 ‘Write an incident report on the intoxicated male as if you are the security officer in the case scenario. Once completed, use a computer to create an electronic copy and print. INCIDENT REPORT BOOK 0000001 Answer: The candidate must write an Incident Report on the intoxicated male as if he / she are the security officer in the case scenario. Once completed, the candidate must use a computer to create an electronic copy and print. The Incident Report must include the following * Be inthe correct format + Sound spelling and grammar * Give detailed information * Computer generated report CPPSEC2001A - Communicate effectively in the security industry | Case ScenarioASSESSMENT COVER SHEET This form is to be completed by the assessor and used as a final record of student competency. All student submissions including any associated checklss (outlined below) are to be attached to this cover sheet before placing on the students ‘lle ‘Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached {0 this form. Student Name: Student ID No: Final Completion Date: Unit Code: CPPSEC2002A Unit Title: Follow Workplace Safety Procedures in the Security Industry Result sssonsecoy Please attach the following documentation to this form ee ‘Assessment 1 Underpinning Knowledge S| NS | NA Assessment 2 O Case Scenario S| NS | NA Assessment 3 O Practical Assessment S| NS | NA Final Assessment Result for this unit crnye Student Feedback Student Declaration: | decir tnt nave been assassad inthis ni “Rasessor Declaration: | declare hat have consuceds fe and exe assessrent wth suet ard have provides appropri feedback far, vali re and have Been advees of my result | ales am awaract my appeal rahe. Name: Signature: Date: fd. Name: Signature: Date: Administrative use only Entered onto Student Management Database | 2 Date Tnitials CPPSEC2002A Follow Workplace Safety Procedures in the Security Industry fi This unit of competency specifies the outcomes required to follow Occupational Health and Safety (OHS) procedures to ensure your own safety and that of others in a security work environment. It requires the CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledgeability to identify and contro! security risks and hazards, apply appropriate responses within scope of your own responsibility, and to share OHS information with team members, This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational s. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC2002A Follow Workplace Safety Procedures in the Security Industry contains employability skills. Instructions to the candidate 1. Read all of the questions for this unit of competency before commencing, 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate II unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who can work without supervision and demonstrate a level of judgement and decision making 4, This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete ail your own work without assistance from other persons and /or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. +The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words. 7. All questions and tasks must be true and correct to be assessed as satisfactory. 8 Complete the assessment sign off sheet with your assessor. CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning KnowledgeQuestion 1 A security officer working in an organisation would require the awareness of OHS policies and procedures. What would be in the policies and procedures? ‘A. Application of first aid B. Hazard and risk identification and reporting C. Use and maintenance of PPE D. All the above Question 2 The legislative requirements for the organisational policies and procedures come from which act of parliament. ‘A. Occupational Therapists Registration Act 2001 B. Offshore Facilities Act 1986 ©. Workplace Health and Safety Act 1995 D. Security Providers Act 1993 Question 3 Under the Workplace Health and Safety Act 1995, a__ workplace _ is any place that work is, or is to be, _ performed _ by @ worker, or a person conducting a_ business _ or undertaking, Under the Workplace Health and Safety Act 1995, who is an employer? ‘A. The person conducts a business or undertaking B. The supervisor on your shift C. The shopping centre you are contracted to D. Department of Justice Question 5 Under the Workplace Health and Safety Act 1995, a person is a worker if the person does__work_, other than under a contract for services, for or at the direction of an _ employer _. A person can be a - _worker_ even though the person is not paid, for work done by the person. Question 6 A security officer will work for an organisation that will have OHS p they consist of? Choose the correct answers from the list 5 Provide your wages on time 5 Safe handling of substances Immunisation for holidays Evacuation plans Safe plant and equipment The lunch van to cater onsite Safe systems of work Information about substances and plant Social club rules Shift roster ies and procedures, what could 1oo00q0c Question 7 Under the Workplace Health and Safety Act 1995, risk means risk of _death_, _injury_ or illness. CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning KnowledgeQuestion 8 The organisational procedures for identifying and controlling risks and hazards are reviewed because? A. Itgives somebody a job B. The employer does not want to be fined C. Other companies do it D. The controlling of risks and hazards can change in the work environment Question 9 Procedures for controlling risk may include? A. Basic risk assessments B. Security of documents, cash, equipments and persons C. Safe lifting and manual handling D. All the above Question 10 The documentation for reporting OHS information would be as follows. Work injury / incident report First aid report Maintenance report All of the above com> Question 11 ‘A security officer's tasks must be conducted using _ safe operating _ practices in accordance with OHS, _legislativ Question 12 Which are the safe operating practices? Choose the correct answers from the list. ‘Wash and shower © Following emergency procedures ‘Wall mounted first aid kit |S Requesting assistance 0 Ongoing staff training _and _ organisational _ requirements. Mobile phones to be switched off Remain vigilant and aware Having a sleep on night shift ‘Taking medicine to keep you awake Communication to defuse conflict Question 13 List two (2) emergency situations that you may deal with as a security officer. Answer: The candidate must list two (2) emergency situations that may be dealt with as a security officer. ‘The candidate's response must include two (2) ofthe following Accidents ‘Armed robbery Unarmed robbery Bomb threats Criminal activity Fire / explosion Collapse of buildings or structures (CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledge+ Damage to property + Natural disasters ‘+ Terrorism Question 14 Ifyou are confronted by an emergency situation as a seourity officer, who would you contact? ‘A. Members of your family B. Emergency services C. Supervisor D. Both B and C Question 15 Fire emergency response is defined by the acronym: R.A.C.E. Explain each letter of the acronym. R= Remove all person: imediate danger to safety .ctivate manual pull station AND call or have someone call 000 C= Close doors and fire shutters to prevent the spread of smoke and fire E = Extinguish the fire if safe to do so Question 16 A security officer that deals with an emergency situation needs to be aware of their personal limitations. ‘What should they do if a situation is beyond their skills? ‘A. Make it up and hope it works out B. Give it a go, what have you got to lose C. Call for assistance D. Sign off Question 17 Incidents should be _ accurately_ reported and documented in accordance with _ organisational __ procedures and __ legislative _ requirements. Question 18 OHS information issues and practices should be discussed with all members of the organisation to ensure safety awareness and information exchange. ‘TRUE or FALSE Question 19 Employee's can contribute to the organisation's OHS in the workplace. List one (1) way they can do this. Answer: The candidate must list one (1) way employees can contribute to the organisation's OHS in the workplace, ‘The response muist include one (1) of the following: + Assessing and exchanging up-to-date information and industry trends + Attendance at OHS committee meetings + Discussions with OHS representatives ‘+ Formal and informal meetings with colleagues to discuss OHS Question 20 Feedback is continually sought from colleagues to identify areas for improvement in OHS. The ways the feedback can be sought are? CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning knowledge pies‘A. Wait until the incident reports come in B. Formal and informal discussions and feedback r C. Conducta survey D. Copy the trends of other companies Question 21 OHS information should be _ accessed _ and _ reviewed _ on a regular basis to ensure _ currency _ of the organisation's OHS practices, Question 22 Complete the stages of the hierarchy of control in relation to risk assessment 1. Substitution of the hazard 2. _Engineering _ controls 3. Administrative controls ( 4, Use of _ Personal Protective _ equipment ( Question 23 As a security officer working at a petrol refinery, what Personal Protective Equipment could you be required to wear? List three (3). Answer: The candidate must list three (3) types of Personal Protective Equipment a security officer could be required to wear when working at a petrol refinery ‘The response must include three (3) of the following: ‘+ High visibility clothing Long clothing ie. long sleeves and trousers Eye protection Ear protection « Helmet Face mask (as required) Hard toe boots « Gloves Question 24 ¢ List three (3) potential hazards to a worker not wearing the appropriate Personal Protective Equipment in a petrol refinery Answer: The candidate must list three (3) potential hazards to a Worker not wearing the appropriate Personal Protective Equipment in a petrol refinery. ( ‘The resporise must include three (3) of the following: ( + Heat ( Noise Light ‘Smoke Sharp edges Dropped items (on foot) ( Dropped items (on head) Biological spill Chemical spill Question 25 CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning KnowledgeIf you observed another worker in the petrol refinery not wearing a helmet in an area where helmets are compulsory, what is your duty of care according to occupational health and safety legislation? ES Question 26 As a security officer working at a rock concert, you observe @ young male being assaulted by another male. The assailant runs off. What is the first step you would take to assist the injured person? Answer: The candidate must explain what the first step he / she would take to assist the injured person is. Question 27 ‘While working as a static guard on @ construction site of a high-rise building, you see some loose iron on the seventh floor, From the following risk assessment matrix, assign the risk rating to the risk. Insignificant | Minor Moderate ‘Major (Minor (Some (Significant | (Operations problem easily | disruption time / severely handled by | possible,e.g. | resources | damaged, e.g normal day to | damage equal | required, e.g. | damage equal | damage equal day 10 $5504) damage equal | to'$10 milion) | to $26 milion) processes) to $1 milion) Err rr Sr CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledgend ter) ‘90% chance) (en.10%- uy ed 150% chance) Unlikely (eg %- ur) 10% chance) (eg. <3% chance) ‘A, Moderate B. Extreme C. Low D. High CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledge 20000000000 0000000000000000 oooaoo0o 000 » 00000000000DDD 0O0D0NOONH090O0909090000000000900900000909090909999 Question 28 Using the following risk assessment matrix, assign the risk for the following situations: Insignificant | Minor Moderate ‘Major Catastrophic (Minor (Some (Significant | (Operations | (Business problem easily | disruption | time/ severely survival is at handled by | possible,e.g. | resources | damaged, e.g. | risk, e.g. normal day to | damage equal | required, e.g. | damage equal | damage equal day to $550k) damage equal | 10 $10 milion) | to $25 milion) processes) to $1 milion) ‘Almost certain et eur) (e.g. >90% chance) Likely (e.g. 50% - eur) ect 90% chance) Moderate (e.g. 10% - eur Extreme 50% chance) Unlikely (e.g. 3% - etn) 10% chance) A. You forgot your jacket on a cold day __ C6 _ B. Worker smoking in a Caltex petrol refinery _ Extreiiié _ C. No signs on road works __ Extreme __ Question 29 It is important to listen carefully to instructions, but there is no need to actually follow instructions or procedures. ‘TRUE or FALSE Question 30 Select four (4) observational techniques used to maintain safety awareness: CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledge vec © Wear special glasses D Let someone else do it Question 31 Which relevant persons would you notify during these emergencies? ‘Aggressive person confronting you at your | E A. Police workplace B. Fire brigade Coli tial coll F bull C. Supervisor olapse or paral colaps of bulking near oer x E. Colleagues for backup \ Fire at the factory, where you work Person arriving at the office without appointment ‘Armed robbery at the pub where you work Question 32 Select three (3) ‘Use of Force Guidelines’ from the list below: c Aan ar as hard as re can to inflict as much pan as rem g EOE take out the knee es first Question 33 Select four (4) methods of ensuring your own safety in the workplace: O_Be the hero and always jump in before loo! E Question 34 Security officers will often interact and relate with people of different social, cultural and ethnic backgrounds. What things can you do to build good relationships? E. Be respectful F. Don't be judgemental G. Be clear and concise Question 35 Itis your first day at work at a secure site and you do not know how to operate the automatic door — what will you immediately do if you are confronted with this situation? CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning Knowledge‘A. Do not complete all your duties B. Try to push it forcefully and hope it works C. Give ita i i a learn eventually Question 36 Match the symbol with their meaning. A. Fire extinguisher B. Slippery floor C. Danger electric shock risk D. No smoking E. Bio hazard A A Ad | | a Be ai Question 37 Choose three (3) ways in which you can contribute to your organisation's OHS: O_ Avoiding work ‘CPPSEC2002A Follow workplace safety procedures in the security industry | Underpinning KnowledgeNotes to the candidate 1. Read the Learner Guide for this unit of competency. 2. Read relevant handouts. 3. Read al of the questions for this unit of competency before commencing, 4, Answer all the questions for this unit of competency. 5. Keep in mind you are studying a Nationally Recognised Certificate I! unit of competency. 6. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making, 7. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks etc. 8. You must complete all work without assistance. 9. All questions and tasks must be true and correct to be deemed competent. 10. Complete the assessment sign off sheet with your assessor. CASE SCENARIO The New Year's Eve celebrations at the Santika Nightclub went horribly wrong when a fire broke out, causing panic among the hundreds of clubbers packed inside. Authorities say at least 54 people died and 128 were injured. One Australian has been injured in the fire, but the Department of Foreign Affairs and Trade says no other Australians have been reported dead or injured at this stage. Embassy officials in Bangkok are working with Thai authorities to determine if any more Australians have been caught up in the incident and are currently contacting hospitals in the Thai capital Eyewitnesses say they saw flames shooting out from the stage at the popular nightclub shortly after midnight as hundreds of revellers were celebrating the New Year. They say the ceiling quickly caught fire and collapsed onto people as they struggled to escape through the front entrance, which appears to have been the only way out. According to the police, the deaths and injuries are caused by burns, smoke halation and being trampled by the panicking crowd. Eyewitnesses believe the fire was started by either an electrical fault or by fireworks set off by people on the dance floor. The blaze was quickly brought under control by the fire brigade. Fireworks, often of questionable quality, are used liberally to celebrate the New Year in Thailand. Andrew Jones, a teacher in Bangkok, was outside the club shortly after the fire started and says the front door was the only exit from the building. “Some of the people were badly bumt, probably about 90 percent bums,” he said “It’s a really bad scene here in Bangkok right now. There were about 50 to 60 people that have been Killed in this incident tonight. Most of the victim’s were Thai, with a small amount of foreigners.” He says there was only one exit from the building, CPPSEC2002A Follow workplace safety procedures in the security industry | Case Scenario“There were @ number of people who were trapped inside the toilet," he said, “There were no fire exits in the toilets, no exits at the rear of the building, just one main exit at the front.” (Information from ABC News) Assessment Task 1 If you were a security officer and confronted with a situation like in the case scenario, how would you accurately identify, assess and report on risks and hazards in your workplace? Answer: The candidate must explain how he / she would accurately identify, assess and report on risks and hazards in their workplace? The response must demonstrate the following: + Identify organisational OHS procedures Understanding of common risks and hazards in the workplace Techniques for identifying, assessing and reporting risks and hazards Knowledge of reporting procedures ‘An understanding of own limits and authority Assessment Task 2 Explain how you would deal with the emergency situation in the case scenario, step-by-step, thinking of evacuation plans. Answer: The candidate must explain how he / she would deal with the emergency situation in the case scenario, step-by-step, thinking of evacuation plans. ‘The response must be well thought out and follow a logical sequence. Two (2) of the following key points must be included: + Follow emergency procedures * Notification of relevant persons + Request for assistance + Accurate reporting of response Assessment Task 3 Explain how you, a security officer in an organisation, can contribute to and encourage colleagues to participate in workplace health and safety, so that you can ensure currency, knowledge of issues, practice and compliance. Answer: The candidate must explain how @ security officer in an organisation can contribute to and encourage colleagues to participate in workplace health and safety, to ensure currency, knowledge of issues, practice and ‘compliance. CPPSEC2002A Follow workplace safety procedures in the security industry | Case Scenario 20‘The resporise must include two (2) of the following key points: Create rapport with colleagues Hold regular meetings Ask questions Effective observation skis to identity risks Active listening Ensure everyone knows what is expected of them Ensure policies are up-to-date and easily accessible Explain benefits of a sage workplace to employees Lead by example Contribute OHS arrangements Act on issues immediately ‘Adequate reporting system CPPSEC2002A Follow workplace safety procedures in the security industry | Case Scenario‘oueuaags ase; } Auxsnpul Asandas ayy uy sasnpaooad Ajayes a2ejdy10m MOYO YZ007 Ss 180 ‘wonsoe 1Aq pesedesd uBi ON / 894 ;payoeHe pue pemesnas UOMEUUO}U! AJejes puB aneA Gaiew esn) quowssessy asnegyadA, ueum| ou seunseew [ouod 40 vOReUIWIIIS sty voneoyquep! plezeH PUBUISSOSSE HSIQ4 JO GFE ONO JO UONAUOSOCD eee ee “enue, jo ewey (isisse 0} o6ed Buymoyo} au UO xuqeW BU] BS) “oYeUEDS @seo LA SuISN ‘Mojeq EUNIO}-o1 JUSWABEUEW ¥sIY OUR ere!dWIOD 7 1se] juoussessy COSOCCKCOCOSCOSCSOOOSOOOSOVSCOSOOCOSOOOGOSOOSGOVSOGCVOGVGVIIGO IVDO VIO9G9N0ORisk Assessment Matrix ‘How serious could the injury be? How likely is it to be that serious Very Very Likely | Likely | Unlikely | Unil Death or permanent injur Long term iliness or injur Medical attention & several days off 5 First aidneeded 5 6 ‘Severity — is how seriously a person could be _| Likelihood — is an estimate of harmed how probable itis for the hazard to cause harm, Legend 4and2_ Extreme risk; deal with the hazard immediately 3.and 4 Moderate risk; deal with the hazard as soon possible 5 and 6 Low risk; deal with the hazard when able. ‘Answer: The candidate must complete the risk management pro-forma provided, using the case scenario. ‘The response must demonstrate an understanding of risk assessment procedures. The completed pro-forma must be accurately filed in, noting the absence of a second exit, and show a logical process of control measures. The response must include evidence of the correct use of the risk ‘assessment matrix Assessment Task 5 Write @ report on the incident that occurred in the case scenario as if you were a security officer dealing with the situation. ‘Answer: The candidate must write @ report on the incident that occurred in the ease scenario, as the security officer dealing with the situation, The report must include minimum two (2) of the following: Accuracy Grammatically correct Be descriptive Be fact-based Demonstrate an understanding of the difference between written and spoken EnglishAssessment Task 6 Explain the meaning of each symbol. 1. First aid [Rneangpotcionmustbewom | Seyeprocionmustbowom = =——SSCis 4. Beware radiation Poo CPPSEC2002A Follow workplace safety procedures in the security industry | Case Scenario alkASSESSMENT COVER SHEET This form is to be completed by the assessor and used as a final record of student competency. {All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing on the students i. ‘Student esuits are not to be entered onto the Student Oatatase unless all relevant paperwork is completed and attached fo ths form ‘Student Name: Student ID No: Final Completion Date: Unit Code: CPPSEC20038 Unit Title Work Effectively in the Security Industry Result Please attach the following documentation to this form sesavacoy Nuc votasteed ‘Assessment 1 Underpinning Knowledge S| NS | NA Assessment 2 © Case Scenario S| NS | NA Assessment 3 1 Practical Assessment S|.NS | NA Final Assessment Result for this unit crNye Student Feedback: Studont Declaration: 1 dace that have bse ascosted inthis unt, and nave boon ecised of my result | also am aware fry appeal rights Name: Signature: Date: “Resessor Declaration: | deslare hat have onnauceaa ‘a, vals reliable and Nexis assesment wih is student hve provided approite eecback Name Signature: Date: ei Administrative use only Entered onto Student Management Database | 2 Date Thitials CPPSEC20038 - Work effectively in the security industryCPPSEC2003B Work Effectively in the Security Industry This unit of competency specifies the outcomes required to work in the security industry in compliance with applicable legal requirements. It requires the ability to understand and follow relevant legislative and procedural requirements, organise and complete daily work activities, and identify opportunities for own learning and improvement. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC20038 Work Effectively in the Security Industry contains employability skills, Instructions to the candidate 1. Read all of the questions for this unit of competency before commencing 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate Il unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who ‘can work without supervision and demonstrate a level of judgement and decision making 4. This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete all your own work without assistance from other persons and /or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. * The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words. 7. Allquestions and tasks must be true and correct to be assessed as satisfactory. 8. Complete the assessment sign off sheet with your assessor. CPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeQuestion 1 A security officer may work with a range of organisational, legislative and procedural requirements. Which would be most likely dealt with? A. Security Providers Act 1993 B. Queensland Criminal Code 1899 C. Workplace Health and Safety Act 1995 D. All the above Question 2 Draw a line to match the legislative / organisational requirements to the example that applies best. — ‘Security Providers Act hs Wear a reflective vest Anti-Discrimination Act ‘Common assault Workplace Health and Safety Act Evacuation plan Organisation policy y License fees | Queensiand Criminal Code Act Retreniched due to your religious beliefs Question 3 ‘The Queensland Criminal Code Act 1899 states that an adult means a __ person _ of or above the age _18_ years. Question 4 The Queensland Criminal Code Act 1899 states that bodily harm means any __ bodily __ injury, which __ interferes _ with __ health _ or comfort Question 5 ‘The Queensland Criminal Code Act 1899 states that grievous bodily harm means— ‘A. The loss of a distinct part or an organ of the body B. Serious disfigurement C. Any bodily injury of such a nature that, if left untreated, would endanger or be likely to endanger life, or cause or be likely to cause permanent injury to health; whether or not treatment is or could have been available D. All the above Question 6 The Queensland Criminal Code Act 1899 states that night or night-time means the interval between _8_p.m. and _6_a.m. Question 7 List four (4) premises as defined by The Queensland Criminal Code Act 1899. CPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeAnswer: The candidate must list four (4) premises as defined by The Queensland Criminal Code Act 1899. The resporise must include four (4) of the following: + Building or structure Part of a building or structure, of any type A group of, of part of a group of, buildings or structures, of any type ‘The land or water where a building or structure or @ group of buildings or structures is situated Avehicle Aceravan Atent Acave Premises in which more than one (1) person has ownership Question 8 List four (4) types of property as defined by The Queensland Criminal Code Act 1899. Answer: The candidate must list four (4) types of property as defined by The Queensland Criminal Code Act 1899. ‘The response must include four (4) ofthe following: Everything animate or inanimate that is capable of being the subject of ownership Money Electrical or other energy, gas and water Aplant A tame animal, whether or not naturally tame ‘An untamed animal of a type that, if kept, is usually kept confined ‘An untamed animal in a person's possession or being pursued for retum to possession after escape ‘A thing produced by an animal mentioned in paragraph ‘Any other property real or personal, legal or equitable, including things in ction and other intangible property Question 9 The Queensland Criminal Code Act 1899 states summary conviction means _ summary __ conviction before a_ Magistrates _ court. Question 10 ‘The Queensland Criminal Code Act 1899 states S69 Going armed so as to cause fear is as follows (1) Any person who goes armed in public without lawful occasion in such a manner as to cause fear to any person is guilty of a misdemeanour, and is liable to imprisonment for 2 years. (2) The offender may be, and it is hereby declared that the offender always was liable to be, arrested without warrant. TRUE OR FALSE Question 11 ‘The Queensland Criminal Code Act 1899 states $72 Affray means: ‘A. Aperson fights in a sanctioned completion B. A person is the organiser of a fight . A person takes part in a fight in a public place's to alarm the public D. Apperson fights in a public training session Question 12 ‘The Queensland Criminal Code Act 1899 states $245 Definition of assault; (CPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeA person who _ strikes, touches _. or _moves_, or otherwise applies force of any kind to, the person of another, either directly or _ indirectly _. without the other person's consent, or with the other person's consent if the _ consent _is obtained by fraud, or who by any _ bodily _ act or gesture attempts or _ threatens to apply force of any _kind_ to the person of another without the other person's _ consent ~ under such circumstances that the person making the _attempt_or _threat_has actually or apparently a _present_abilty to effect the person's __purpose_. is said to Assault_that other person, and the act is called an “assault_. Question 13 List two (2) examples of applied force as stated in The Queensland Criminal Code Act 1899. Answer: The candidate must list two (2) examples of applied force as stated in The Queensland Criminal Code Act 1899. ‘The response must include two (2) of the following: + Heat Light Electrical force Gas, odour Other substance or thing, if applied in such a degree as to cause injury or personal discomfort Question 14 A person unlawfully assaults a person 60 years or over, or a person in a wheelchair, or other remedial device. What offence has occurred? ‘A. Assaults occasioning bodily harm B. Common assault C. Assault of the elderly and disable D. Serious assaults Question 15 In your own words, explain the “Definition of stealing” as stated in the Queensland Criminal Code Act 1899. + In your own words explain the "Definition of stealing” as stated in the Queensiand Criminal Code Act ‘The candidate's response must reflect one (1) ofthe following key points + Aperson who fraudulently takes anything capable of being stolen ‘+ Fraudulently converts to the person's own use orto the use of any other person anything capable of being stolen, is said to steal that thing + Aperson who takes or converts anything capable of being stolen is deemed to do so fraudulently ifthe person does so with any of the following intents, that is to say— {a) An intent to permanently deprive the owner of the thing oft; (6) An intent to permanently deprive any person who has any spécial property in the thing of such property; (€) An intent to use the thing as a pledge or security: (@) An intent to part with it on a condition as to its return which the person taking or converting it may be unable to perform. Question 16 ‘The Queensland Criminal Code Act 1899 states $409 Definition of robbery means: CPPSEC20038 - Work effectively in the security industry | Underpinning Knowledge YoAny person who _steals_ anything, and, at or _ immediately _ before or immediately after the time of stealing it, uses or _ threafens _ to use actual _ Violence _ to any person or property in order to obtain the thing _ stolen _ or to prevent or overcome resistance to its being stolen. is said to be guilty of _ robbery _- Question 17 Arrest without warrant comes from which section of the Queensland Criminal Code Act 1899? A. $535 B. S546 C. 8456 D. s446 Question 18 The definition of arrest is the _lawful deprivation _ of a person's _liberty_. Question 19 ‘A seourity officer needs to have an understanding of evidence. What is the name given to the material objects produced in court? A. Real Evidence B. Collected Evidence C. Intergraded Evidence D. Secure Evidence Question 20 As security officer you may have to deal with a crime scene. Select the five (5) steps you would undertake if dealing with a crime scene © Call home Phone the emergency services Pick up evidence at the crime scene Clean the crime scene Check the crime scene for danger Administer first aid to victims Cordon off the crime scene Call for assistance ‘Send people involved away Phone the media o oopomooo Question 21 List two (2) offences covered by the Summary Offices Act 2005. Answer: The candidate must list tivo (2) offences covered by the Summary Offices Act 2005, ‘The response must include two (2) of the following + Public nuisance / being drunk in a public place ‘+ Urinating in a public place / unlawful assembly + Begging in a public place / trespass + Wilful exposure Question 22 Identify three (3) security providers as defined Under the Security Providers Act 1993, ‘Answer: The candidate must identify three (3) security providers as defined Under the Securily Providers Act 1993, CPPSEC20038 - Work effectively in the security industry | Underpinning Knowledge‘The response must include three (8) of the following: + Abodyguard ‘A crowd controller A private investigator A security adviser A security equipment installer A security officer A security fir Question 23 Under the Security Providers Act 1993, a security officer is a person who, for reward, guards, patrols or watches another person's property, including by— (a) Personally patrolling the property; or (b) Personally monitoring the property by operating an audiovisual or visual recording system, a radio or other electronic monitoring device. TRUE OR FALSE Question 24 ‘Who can apply for a security officer licence under the Security Providers Act 1993? Answer: The candidate must specify who can apply for a security officer licence under the Security Providers Act 1993? ‘The response must include one (1) of the following key points: A person is entitled to a licence ifthe chief executive is Satisfied that the person— (@) Is either— a 48 years or more; or b Fora class 2 licence for carrying out the functions of a security equipment installer—an apprentice or trainee security equipment installer; and {(b} For an application fora class 1 licence, other than a security firm licence or restricted icence—has successfully completed an approved training course for carrying out the functions, or the category of functions, of each type of securty provider for which the licence is sought, and (©) Is an appropriate person to hoid the licence Question 26 A security officer is working in an area that requires bag search on entry to the site. Identify the legal and procedural compliance considerations that must be included in the assignment instructions. © Must be lawful 5 Must have consent Explain way you need to search You and your company can be sued for unlawful search 0 You could be charged if you unlawfully touch the person 1 Allof the above Question 26 A security officer is working at a university and whilst conducting routine patrols, notices a person acting suspiciously. When the security officer confronts the person, the person has no identification or reason to be onsite at the university. Set out the assignment instructions for this situation, ensuring legal compliance. Prioritise the steps you would take by numbering the steps from 1 to 4. 3 | call for assistance or backup Restrain and escort the person using no more than bodily harm CPPSEC20038 - Work effectively in the security industry | Underpinning Knowledge ae2 Give them reasonable time to leave 1 Let the person know they are trespassing Question 27 When working as a security officer, the understanding of legal and procedural requirements can be discussed with relevant persons to ensure consistency of understanding. List two (2) relevant persons you may approach, Answer: The candidate must list two (2) relevant persons he / she may approach with queries. ‘The response must include two (2) of the following Clients Colleagues Legel represent Management ‘Supervisor Technical experts Workplace trainer Question 28, As a security officer, your work performance and conduct can be demonstrated in a variety of ways Select five (5) ways to demonstrate a high level of work performance and conduct By how many hours you work Code of conduct and ethics Not taking lunch breaks How many trespasses you remove from a site Professionalism Use initiative to improve your performance , Time in the security industry Updating your knowledge base and information relating to tasks and issues 4 Using your communication skills, which show respect for individual cultural and social differences © How many sick days you take Question 29 ‘ itis your fist day at a new site as the security officer, who should you confirm your roles, responsibilities and authority with? ‘A. Local police B. Industry advisory committee C. Supervisor D. Other work colleagues Question 30 A security officer at a major shopping centre is given work tasks for their shift They include: 4 x patrols which take §5min each patrol 1x 45min meal break (CPPSEC20038 - Work effectively in the security industry | Underpinning Knowledge2x 10min short breaks 3.x cash escorts which take 15min each 2.x 60min rotations in the control room 2.x staff escorts 15min each Fill out the daily task sheet, showing how you would set out your shift. Start at 0600, finish at 1400. Task Sheet Date Start Finish Task ‘Comments ‘Start Finish__| Task ‘0600 0655 Patrol ‘0655, o710 Cash escort 0740 (0805 Patrol (0805, 0815 ‘Short Break 0815 0915 Control Roof 0815 0830 ‘Staff Escort 0830 0845, ‘Cash Escort (0945 41030 Lunch 1030 1125 Patrol 1125 4440 Staff Escort 1140 1240 ‘Control Room 1240 41250, ‘Short Break 1250 1345 Patrol Room 1345 1400 Cash Escort Question 31 Select four (4) factors that may affect the achievement of work tasks. 5 Budget constraints 2 Having to follow the law © Lack of support 5 Unforseen incidents Lunch menu © Own competency level Question 32 During a patrol, a security officer comes upon several OHS hazards, two (2) of which will need further attention by tradespeople at a later date. Who would you report this information to? ‘A. Department of OHS B. Supervisor CPPSEC20038 - Work effectively in the security Industry | Underpinning Knowledge auC. Other work colleagues D. Both B and C Question 33 A security officer may use business equipment and technology to organise and complete work tasks, four (4) different types of business equipment and technology that could be utilised. Answer: The candidate must list four (4) different types of business equipment and technology that could be utilised, ‘The response must include four (4) ofthe following: + Computers and software Databases Email Facsimile Internet, extranet Modems Personal schedulers Photocopiers Telephone Question 34 List A security officer has been working for an organisation and is considering future learning opportunities. Select five (5) methods that the officer could use to actively seek feedback from the relevant persons to confirm quality of their performance and the identification of areas of improvement. Performance appraisals ‘Comments from your supervisor School report cards Reference from a family member Workplace assessments Incidents you have been involved in Personal reflection ‘Comments from workplace trainers Local police Department of Justice copompoopD a Question 35, The opportunity for professional development is identified and discussed with your supervisor. Select four (4) possible opportunities that may be discussed. 0 Personal study Workplace coaching Dating services Workplace skills assessment Internal or external training programs Change of diet o peo Question 36 CCPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeAs a security officer in an organisation, you might be able to access appropriate support to assist your performance and achieve learning objectives. The support can be: A. Allocation of workplace trainer B. Leave from duties C. Provision of funding D. All'the above Question 37 _learning_ and __skill_ development information is _ recorded _ and maintained in accordance with _ ‘organisational _ requirements. Question 38 Itis generally considered that all incident reports produced by a security officer may be used as evidence in court at some time in the future. Select five (5) recording processes to ensure the integrity and legal validity of the report when it is used in court © Consideration of organis: © Chain of evidence Fair lunch breaks Policies for ensuring privacy and confidentiality of information Procedures for archiving electronic and hardcopy records Happy work environment Procedures for recording, storing and destroying information ional goals and objectives ao oD: Question 38 In circumstances where a security officer is working in a university and in the process of lawfully removing the person, he / she punches the security officer in the face. Where does this action sit within the use of force continuum? 1. Verbal direction 2. Empty hand 3. Closed hand 4. Filled hand 5. Potentially lethal In consideration of the security officer's responsibilities and authority, what would the next appropriate action be for the officer? © Call for backup support Call the supervisor Apply emergency call signs if appropriate Obtain identification and information details of the assailant Follow communication procedures Describe the location to the backup, including site layout and access points ‘When appropriate, complete workplace documentation All of the above moo Question 40 The parent of a person aged 15 years, who was searched on entry to a rock concert, is complaining to you that her daughter was ‘singled out’ because of her ethic origin. It is generally accepted that such a complaint will be referred to a supervisor. CCPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeSelect four (4) pieces of legislation that the supervisor needs to be aware of when handling this complaint? Privacy legislation relating to confidentiality of information Workplace Health and Safety Act Legislation, code of practice for handling of complaints Legislation relating to the inspection and screening of people and property Use of force continuum Anti-Discrimination Act oo ggoG Question 41 Nominate one (1) website where legislation can be viewed, read and downloaded. Answer: The candidate must nominate one (1) website where legislation can be viewed, read and downloaded. ‘The fesponse must include one (1) of the following websites: wynw legislation qid.gov.au won. aust odk Question 42 Nominate one (1) website where Australian Standards may be viewed, read and downloaded. Answer: The candidate must nominate one (1) website where Australian Standards may be viewed, read and downloaded ‘The responise must include one (1) of the following websites: wnw standards.org.au worw saiale Question 43 Using the phonetic alphabet, circle the words that you would use when spelling out “Danger”. ALPHA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIET KILO LIMA MIKE NOVEMBER OSCAR PAPA QUEBEC ROMEO. SIERRA TANGO UNIFORM VICTOR = WHISKEY X-RAY YANKEE = ZULU Question 44 All security officers must have knowledge of the Workplace Health and Safety Act 1995 to ensure all work is conducted in a safe manner. TRUE or FALSE Question 45 Security officers will often interact and relate with people of different social, cultural and ethnic backgrounds. What things can you do to build good relationships? E. Be respectful F. Don't be judgemental G. Be clear and concise H. All of the above CPPSEC20038 - Work effectively in the security industry | Underpinning KnowledgeQuestion 46 A security officer is legally allowed to do cavity searches. TRUE or FALSE Question 47 It is important that a security officer has a thorough knowledge of legislation associated with which of the following? ‘A. Handling complaints B. Surveillance C. Telecommunications D. Allof the above Question 48 ‘Match the following to their stage in the Use of Force Continuum. Physical presence Voice Open hand (empty hand) Closed hand (Fist) Filled hand (baton) Lethal Threatening or actually casing death or 4 grievous bodily harm Use of baton or other weapon Restraining a patron using empty hand techniques ‘Requesting intoxicated patron to leave a licensed venue Using fists for self defence amoom>| >| of of of ml Wearing a security uniform and patrolling a rock concert Question 49 Who could you speak to if you had concems or questions regarding the terms and conditions of your own employment? A. Supervisor B. Parents C. Other trainees D. Allof the above Question 60 As a security officer, your organisation wil utilise communication channels. Select which communication channels apply to you. A. Direct supervision B. Communication with team members C. Formal reporting requirements D. All of the above CPPSEC20038 - Work effectively in the security industry | Underpinning Knowledge usNotes to the candidate 1. Read the Learner Guide for this unit of competency. 2. Read relevant handouts. 3. Read all of the questions for this unit of competency before commencing. 4, Answer all the questions for this unit of competency. 5. Keep in mind you are studying a Nationally Recognised Certificate I! unit of competency. 6. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making. 7. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks ete. 8. You must complete all work without assistance. 9. All questions and tasks must be true and correct to be deemed competent. 10. Complete the assessment sign off sheet with your assessor. CASE SCENARIO working at a resort between the hours of 1800hrs and 0600hrs. The security officer must conduct routine patrols, 1 every hour, of the 300 room resort for the 12 hour period. They must also lock up the BBQ area and remove all people from the pool at 2200hrs, deal with any hazards, trespassers and any other incidents that may occur during the shift. During the shift, the security officer needs to have a 20min break at 2100hrs and 0300hrs, and a 45min meal break at midnight, ‘At 1930hrs the security officer is called to the pool area to ask four males if they are guests of the resort. The reply was, "Do you have to be staying here to use the pool?” At that point the security officer asked the four males to leave the resort ‘At 2045hrs the security officer is called to room 235 by the owner complaining of the noise coming from the BBQ area. The complaint is about loud noise, swearing and drunken intoxicated behaviour. ‘At 2320hrs whilst doing patrols, the security officer came across a male breaking into a vacant unit in the resort. He is armed with a jimmy bar, so the officer calls for assistance and detains the offender until the emergency services arrive, ‘At 015Shrs the security officer responds to the reception area duress alarm. On arrival, the security officer is told by the receptionist the two males who entered the area made threats of violence and took the weeks takings (money). At 0510hrs the security officer came across two males fighting. The officer stopped the fight and called the emergency services. One male had a broken jaw and fractured eye socket; the other suffered bruising of the face and hands. At 0600 the security officer signs off CCPPSEC20038 - Work effectively in the security industry | Case ScenarioAssessment Task 1 What offence did the four (4) males in the pool area commit at 1930hrs and in which Act would you find the offence? What offence may have occurred in the BBQ area at 2045hrs and in which Act would you find the offence? ‘What offence did the male at 2320hrs commit and in which Act would you find the offence? What offence occurred in the reception area at 0155hrs and in which Act would you find the offence? What offence occurred at 0510hrs and in which Act would you find the offence? Answer: The candidate must demonstrate an understanding of various legislative requirements and how they apply to the workplace. The candidate must be demonstrate knowledge of the Queensland Criminal Code Act 1899. Assessment Task 2 Using a computer to design a basic worksheet for your 12 hour shift, getting the information from the case scenario above, add to and prioritise your tasks Answer: The candidate must use a computer to design a basic worksheet for a 12 hour shifl, getting the information from the case scenario above ‘The response must demonstrate the following: + Numeracy skis to allocate time for tasks Basic information technology to produce the worksheet on @ computer Priortising skills A logical sequence Planning skills, Assessment Task 3 Write a shift report as if you were the security officer in the case scenario. In the report, you will have information about hazards, incidents and any personal limitations in the conduct and completion of your work tasks. CPPSEC20038 - Work effectively in the security industry | Case ScenarioAnswer: The candidate must write a shift report as the security officer include the following: the case scenario. The report must ‘+ Information about hazards + Incidents + Any personal limitations in the conduct and completion of work tasks + Logical sequence Assessment Task 4 As a security officer, explain the ways that you would actively seek feedback on your work performance to identify skill development and access learning opportunities. ‘Answer: The candidate must explain the ways that he / she would actively seek feedback on work performance to identify skill development and access learning opportunities. ‘The response must demonstrate an understanding of the need to actively seek feedback. The response must include two (2) of the following: Formal performance appraisal ‘Ask questions Informal performance appraisal Set self standards Set professionel goals, Ask for feedback Actively listen for feedback Read body language Set key performance indicators to assess performance levels Research learning opportunities CPPSEC20038 - Work effectively in the security industry | Case ScenarioASSESSMENT COVER SHEET “This form 1st be completed by the ascessor and used asa final record of student competency ‘Al student submissions incuging any associated checklet (outined below) are tobe attached to this cover sheet before piecing on the students fle Student results are not to be entered onto the Student Database unless al relevant paperwork is completed and attached tots form Student Name: Student ID No: Final Completion Date: Unit Code: CPPSEC2004B Unit Title: Respond to Security Risk Situation Result Please attach the following documentation to this form atta Assessment 1 | Underpinning Knowiedge S| NS | NA ‘Assessment 2 O Case Scenario $ | NS | NA ‘Assessment 3 OI Practical Assessment S | NS | NA Final Assessment Result for this unit crNye ‘Student Feedback: “Tissessor Declaration’ 1decare at have conducted = ‘Student Declaration: |decare that have boon assessed inthis unt, | pale proved appropiate tedack ‘and nave been advised of my esl, aso emanate of my appeal oh ee Name" Signature: Date: Signature: Date: Administrative use only Entered onto Student Management Database | 9 Date Talals CPPSEC20048 - Respond to security risk situation seCPPSEC2004B Respond to Security Risk Situation This unit of competency specifies the outcomes required to carry out a response to a security risk situation. It requires the ability to identify risks, identify and undertake an appropriate security response, and participate in an evaluation of response activities. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC20048 Respond to Security Risk Situation contains employability skills. Instructions to the candidate 1. Read all of the questions for this unit of competency before commencing, 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate I! unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who can work without supervision and demonstrate a level of judgement and decision making 4. This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete all your own work without assistance from other persons and / or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words, 7. All questions and tasks must be true and correct to be assessed as satisfactory. 8. Complete the assessment sign off sheet with your assessor. CPPSEC20048 - Respond to security risk situation | Underpinning KnowledgeQuestion 1 As a security officer, you have witnessed a person removing property unlawfully from a factory that you patrol. What legislation would cover this offence? A. Crimes Act B. Criminal Code Act C. Summary Offences Act D. Both Band C Question 2 A security officer is patrolling a school after hours and notices a person with a drum of petrol, lighting @ fire beside one of the buildings. What offences may have been committed and which Acts would they come from? | Unauthorised school entry Unauthorised use of a petrol drum Trespass School Act 1822 Break and enter Petroleum Uses Act Arson © Criminal Code Act 5 Assault of public property Summary Offences Act a Question 3 If a security officer finds a person committing a ser arrive? us offence, can they detain that person until police YES or NO Question 4 Which piece of legislation relates to your answer for Question 37 ‘A. Workplace Health and Safety Act B. $646 Queensland Criminal Code Act C. Both A and B D. Neither A or B Question 5 AS a security officer, you may have to deal with risk situations during your daily duties. List two (2) risks you may encounter. ‘Answer: The candidate must nominate two (2) of the following + Biological hazards Bomb threat Chemical spilis Electrical faults Explosives Injury to personnal Noise, light, heat, smoke Persons carrying weapons Persons causing a public nuisance Persons demonstrating suspicious behaviour Persons suffering from emotional or physical distress Persons under the influence of intoxicating substances CPPSEC20048 - Respond to security risk situation | Underpinning Knowledge xPersons with criminal intent Persons, vehicles and equipment in unsuitable locations Prohibited and dangerous items Suspicious packages or substances Terrorism Violence or physical threats Question 6 From the risk list below, choose the risk in the correct order - "1" being highest risk and "5" being lowest isk to a security operation. 1_Blological hazards Biological hazards 2__Bomb threat Suspicious behaviour 3 Violence or physical threats Bomb threat 4 _Noise, light, heat, smoke _ Noise, light, heat, smoke 5 _ Suspicious behaviour _ Violence or physical threats Question 7 As a secutity officer responding to a security risk situation, what environmental factors would you most likely deal with? A. Low light and weather B. Improvised explosive device C. Chemical weapons D. All of the above Question 8 Using your answer from Question 7, explain how you can reduce the risk to yourself? Answer: The candidate must explain how he / she can reduce the risk to self, using the risk nominated in ‘Question 7. ‘The response must include one (1) of the followin + PPE + Torch + Training ar knowledge Question 9 Select the most five (5) most common workplace health and safety risks you will have to deal with in your organisation. Complete the control measure column by nominating how you will control the risk. Risk ____Control Measure ‘Training, PPE and procedures raining, PPE, procedures and ‘evacuation plans) CCPPSEC20048 - Respond to security rsk situation | Underpinning Knowledge D0000000000000000000000000000000000000000a aa a ea aaa re a aa a Faulty Equipment % Faulty equipment | Test, repairand procedures Question 10 Nominate one (1) relevant person in an organisation that you may request assistance or advice from when identifying security risk situations? Answer: The candidate must nominate one (1) relevant person in an organisation that he / she may request assistance or advice from when identifying security risk situations. The response must include one (1) of the following: + Clients * Colleagues + Emergency services personnel + Supervisor Question 11 A security officer is working in a hospital and responds to a fire alarm. What would be the appropriate first step response of the security officer? A. Panic: B. Phone 000 C. Go to the area and evaluate the situation D. Grab a fire extinguisher and run to the scene ‘What are the appropriate actions a security officer should take when responding to a bomb threat in their organisation. ‘Answer: What are the appropriate actions a security officer should take when responding to @ bomb threat in theit organisation, The response must reflect the following: Follow the bomb data centre and organisational procedures. Question 13, Response initiative can maximise the safety and security of self, others, property and premises. TRUE or FALSE Question 14 ‘When responding to a security risk situation, you just do what you think is best. There is no need to take the scope of your responsibility, competence or authority into account. ‘TRUE or FALSE Question 15 CCPPSEC20048 - Respond to security risk situation | Underpinning Knowledge sé‘A security officer may use a variety of equipment when responding to a security risk situation. Nominate three (3) pieces of equipment you may use. ‘Answer: The candidate must nominate three (3) pieces of equipment he / she may use when responding to a ‘security risk situation, ‘The response must include three (3) of the following: + Batons ‘Communication equipment Telephone and mobile phone Pager Portable and mounted two-way radio Firearm Handcuffs Personal protection equipment High visibility vest Body armour Slash proof gloves Question 16 AS a security officer, you will use security equipment. What should you do before using any unfamiliar equipment? A. Read the manufacturer's guide B. Practice with equipment prior to use C. Ask for assistance D. All the above Question 17 Select five (5) of the most correct interpersonal skills a security officer will need to use when responding to a security risk situation, Being respectful and non-discriminatory Communication networks 3 Phonetic alphabet Use of plain English Written and electronic reports Culturally aware and sensitive use of language and concepts Use of abbreviations Control of tone of voice and body language Personnel movements Active listening a c 0 o Question 18 As a security officer, your organisation will utilise communication channels. A. Direct supervision B. Communication with team members C. Formal reporting requirements D. All of the above Questions 19 CPPSEC20048 - Respond to security risk situation | Underpinning KnowledgeAs a security officer, you have just responded to a risk situation and you will now have to fill out documentation. What documentation could this include? A. Timesheets B. Manifests ¢. Incident reports D. All the above Question 20 As a security officer that has been involved in a security risk situation, you should participate in the review and debrief process of the incident. TRUE or FALSE Question 21 Observations of the incident must be _ accurate _ and provide in a clear, manner. concise _ and _constructive_ Question 22 Nominate two (2) effects of stress on a security officer that deals with security risk situations. Answer: The candidate must nominate two (2) effects of stress on a security officer that deals with security risk situations, ‘The response must include two (2) of the following: Distraction ‘Minimal verbal communication ‘Negative body language Frustration Inability to concentrate Increasing aggression Over-talking Tiredness Uncoordinated movements Negative impact on relationships Question 23 Appropriate stress management techniques should be utilised by the security officers that have been involved in a risk situation. Select the five (5) most correct. ) Conscious use of personal recreational activities Get drunk with your mates Don't talk about it, as time will help you forget Counselling Take it out on your friends and family Formal debriefing processes Take up smoking Resign from you position Informal exploration of incidents with team members and supporters Review of practice and resources moomoo Question 24 Why is it important to review and debrief findings after a security risk situation has occurred? ‘A. Gives you a chance to catch up with mates CPPSEC20048 - Respond to security risk situation | Underpinning Knowledge 33B. To identify the areas for improving future response procedures and reduce the effects of stress C. Gives you a chance to complain about things that annoy you D. None of the above Question 25 After a security risk situation, all the relevant __ documentation_ is completed and _ securely _ ‘maintained with due regard to_ confidentiality _ in accordance with organisational procedures. Question 26 What is the number you use to call emergency services from your mobile phone? Answer: What is the number you can call to contact emergency services from your mobile phone? ‘The candidate must respond with either one (1) or both of the following + 000 tame Question 27 A violent incident involving three (3) assailants and two (2) victims, who are now bleeding and semi- conscious, has occurred on the footpath outside the nightclub where you are working as a crowd controller. Number the following five (5) steps of the response procedure in the correct order. 2 | apply first aid if appropriate ] 3 | obtain identification and information details of the assailants | 5 | when appropriate complete workplace documentation 1 | call for backup support, applying emergency call signs if appropriate 4. | Follow communication procedures Question 28 Why is it appropriate to use the phonetic alphabet and organisational channels, codes and signals when reporting an incident via the two-way radio? A. A direct line supervision path is achieved Using established communication protocols means all users understand Confirms formal communication pathways so non-essential use is ceased Improved security so outside interception is limited Allof the above B. G: D. Question 2 ‘What is the first thing you must do when approaching one of the bleeding victims to offer first aid and assistance? A. Scream B. Begin CPR ©. Apply rubber gloves CCPPSEC20048 - Respond to security risk situation | Underpinning KnowledgeD. Alllof the above Question 30 A security officer may be required to assist to establish a crime scene and sterile area after a violent incident (Question 27) has occurred. Select three (3) duties from the list below to identify the role of a securily officer when assisting to establish a crime scene. 5 Collect evidence Dust for finger prints Stop all unauthorised persons entering Make notes, observe and report Arrest the offenders ‘Secure property 2 a Question 31 Match the following scenarios to their stage in the Use of Force Continuum Threatening or actually casing death or [H grievous bodily harm Use of baton or other weapon Physical presence Voice Open hand (empty hand) Closed hand (fist) Filled hand (baton) Lethal Restraining a patron u: techniques Requesting intoxicated patron to leave @ licensed venue Using fists for seif defence 9 rxe-zo E ipty hand | © B D ‘Wearing a security uniform and patrolling | A a rock concert Question 32 Select four (4) observational and monitoring techniques. ‘Change observation position regularly Don’t get distracted by conversation Wear special glasses Move on your feet to stay alert Be aware of anything unusual Let someone else do it ongoe0 Question 33, Using the phonetic alphabet, circle the words that you would use when spelling out ‘Negative’ ALPHA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIET KILO Lima MIKE NOVEMBER OSCAR PAPA QUEBEC = ROMEO SIERRA TANGO UNIFORM VICTOR = WHISKEY X-RAY YANKEE = ZULU Question 34 CPPSEC2004B - Respond to security risk situation | Underpinning Knowledge 60Itis generally considered that all incident reports produced by a security officer may be used as evidence in court at some time in the future. Select five (5) recording processes to ensure the integrity and legal validity of the report when it is used in court. Consideration of organisational goals and objectives Chain of evidence © Fair lunch breaks ¢ © Policies for ensuring privacy and confidentiality of information 0 Procedures for archiving electronic and hardcopy records (Happy work environment ‘ 5 Procedures for recording, storing and destroying information r Question 35 * In circumstances where a security officer is in the process of lawfully removing a person and he/she punches the security officer in the face, where does this action sit within the use of force continuum? 4. Verbal direction ¢ 2. Empty hand 3. Closed hand 4. Filled hand 5. Potential lethal In consideration of the security officer's responsibilities and authority, what would the next appropriate ( action be for the officer? Call for backup support Call the supervisor ¢ Apply emergency call signs if appropriate ( Obtain identification and information details of the assailant Follow communication procedures Describe the location to the backup, including sit layout and access points When appropriate complete workplace documentation All of the above a a 1 a Question 36 r A security officer must have a good knowledge of; ‘A. Anti-discrimination legislation < B. Licensing requirements C. Work Heath and Safety Act ‘ D. All of the above ( Question 37 A security officer is legally allowed to do cavity searches. ( TRUE or FALSE Question 38 ( One of the most effective ways to reduce injury to yourself during work is to” ‘A. Don't tum up to work B. Don't work too hard C. Select and use appropriate personal protective equipment D. None of the above CCPPSEC20048 - Respond to security risk situation | Underpinning Knowledge (Question 39 Select six (6) effective conflict resolution techniques that will help a security officer to negotiate a non- physical resolution to a potentially hostile situation. Listen Belittle the subject Be aware of facial expressions ‘Show respect for other person’s opinion Avoid arguing Raise your voice © Make position clear 5. Search for common ground Question 40 A tool to use when assessing risks is: Risk assessment matrix Phonetic alphabet Ear protection’ Alll of the above 99> ‘CPPSEC20048 - Respond to security risk situation | Underpinning KnowledgeCase Scenario Notes to the candidate 4. Read the Leamer Guide for this unit of competency, 2. Read relevant handouts. 3. Read all of the questions for this unit of competency before commencing, 4. Answer all the questions for this unit of competency. 5. Keep in mind you are studying @ Nationally Recognised Certificate I! unit of competency. 6. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making 7. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks ete. 8 You must complete all work without assistance. 9. All questions and tasks must be true and correct to be deemed competent. 10. Complete the assessment sign off sheet with your assessor. CPPSEC20048 - Respond to security risk situation | Case ScenarioCASE SCENARIO You are a security officer working at a major shipping port in 12 hour shifts and in a team of six. You are on day shift from 0600hrs to 1800hrs, and the port is very busy with 300 port staff, 500 contractors and truck drivers entering the site during your shift. Your duties include patrolling the port. checking ID of all persons onsite, preventing theft, and checking for hazards and the unauthorised entry of persons to the port. It is three hours into your shift, and you are patrolling the transport loading area when you notice two truck drivers and a container lift driver having a heated argument. As you approach, you realise that one of the truck drivers has a large screwdriver and the other driver has a piece of steel pipe in his hand. You call for assistance and approach the situation keeping a safe distance. On approach, you start ‘communicating with the angry persons and they turn their attention on you as your backup arrives. You ask the persons to place the weapons down, but neither is eager to comply. You repeat your commands and they start to separate. You and your backup separate the persons and start to ask what the cause of the argument was. It was due to the loader driver taking his smoko break half way through loading the truck. They calmed down, went back to their machines and got on with the job. At 1100hrs, the fire alarm rang out, and over the PA system the announcement stated that this is not a drill, o evacuate the area and to head to the muster points. One hour later the emergency services had it under control ‘You completed the rest of your shift without incident. Assessment Task 1 How should the security officer in the case scenario deal with the three (3) angry persons in the loading area? Answer: The candidate must explain how the security officer in the case scenario should deal with the three (3) angry persons in the loading area ‘The response must demonstrate an understanding of conflict resolutions techni two (2) ofthe following: + Follow organisational procedure Remain calm Call for back up Speak clearly and confidently Keep a safe distance Keep communication open Don't be judgemental Don't be confrontational ‘Show respect Separate the persons ues. The response must include Assessment Task 2 How should the security officer respond to the fire alarm? ‘Answer: The candidate must explain how the security officer should respond to the fire alarm. ‘The response must demonstrate knowledge of emergency and evacuation procedures, The response must include one (1) of the following: + Remain calm (CPPSEC20048 - Respond to security risk situation | Case Scenario‘+ Follow organisational procedures + Call emergency services * Ensure all personal evacuate in an orderly fashion Assessment Task 3 Identify risk factors in the case scenario, and how it might impact on the safety and security of persons, property and premises. Answer: The candidate must identify risk factors in the case scenario. ‘The response must demonstrate risk identification skills and the ability to assess how the risks willimpact on the safety and security of persons, property and premises. Assessment Task 4 How would taking appropriate response actions in the case scenario help to maintain safety of self and others? Answer: The candidate must explain how taking appropriate response actions in the case scenario help to ‘maintain safety of self and others. ‘The response must demonstrate an understanding that safety is paramount. The candidate must demonstrate an understanding of following protocol to ensure safety is maintained for self and others. Assessment Task 5 You are the security officer in the case scenario and are calling for assistance using your two-way radio. Write exactly what you would say over the radio using the correct communication processes. ‘Answer: The candidate must write exactly what would be said over the radio when caling for assistance. ‘The response must demonstrate an understanding of the correct communication processes. The response must demonstrate understanding of the following: + Communicate in a clear and concise manner + Phonetic alphabet + Use of correct call signs Assessment Task 6 Evaluate effectiveness of response and related personal stress on the security officer in the case scenario? Discuss the signs of stress that may appear. Answer: The candidate must evaluate the effectiveness of the response and the related personal stress on the security officer in the case scenario. The response must demonstrate an understanding of the stress associated with dealing with security risk situations, The response must address what signs of stress may appear. Assessment Task 7 Identify the areas for improvement to future practices and stress reduction strategies for the security officer in case scenario, CPPSEC20048 - Respond to security risk situation | Case ScenarioAnswer? The candidate must identify the areas for improvement to future practices and stress reduction strategies forthe security officer in case scenario, ‘The response must demonstrate the ability to review and evaluate responses, and an understanding of the need to improve. (CPPSEC20048 - Respond to security risk situation | Case ScenarioASSESSMENT COVER SHEET This form isto be completed by the assessor and used as a fnal record of student competency. ‘Al student submissions Including any associated checkists (outlined below) ae to be attached to this cover sheet before placing on the students file Student resus are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to this form, Student Name: Student ID No: Final Completion Date: Unit Code: CPPSEC2005A Unit Title: Work as a Part of Security Team Result Please attach the following documentation to this form $= Saetoc, ‘enna Assessment 1 Underpinning Knowledge SNS | NA Assessment 2 O Case Scenario S| NS | NA Assessment 3 O Practical Assessment S|NS | NA Final Assessment Result for this unit crNye Student Feedback: ‘Ass@SsOr Declaration: (ecar hal have condicese ‘a, vale relabl an fle assessrent wth is sie, srt ‘Student Declaration: Iecare tt Ihevebeen assessed inthis unt, | fe prised apron ecanans ‘and! have boon advised of my esl Ilse am avare of my appeal Fah ar Name: Signature: Date: Signature: Date: Administrative use only Entered onto Student Management Database | J - e CPPSEC2O05A - Work as a part of security team.CPPSEC2005A Work as Part of a Security Team This unit of competency specifies the outcomes required to work effectively as part of a team in the security industry. It requires the ability to identify individual and team roles and responsibilities, and to use effective communication to improve team relationships, provide support and team performance. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC2005A Work as Part of a Security Team contains employability skills. Instructions to the candidate 1, Read all of the questions for this unit of competency before commencing, 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate II unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who can work without supervision and demonstrate a level of judgement and decision making, 4. This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete all your own work without assistance from other persons and / or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words. 7. All questions and tasks must be true and correct to be assessed as satisfactory. 8. Complete the assessment sign off sheet with your assessor. (CPPSEC2005A - Work as a part of security team | Underpinning KnowledgeQuestion 1 Select five (5) methods to develop effective team relationships. Be sensitive to people's feelings ‘Assume everyone thinks like you Demand that others change first Be patient ‘Admit that you do not have all the answers or even know Expect everyone to participate equally Be willing to compromise Bolieve that everyone has something to offer Give up at the first sign of tension or conflict I the questions Omojo mmo oe Question 2 When developing effective team relationships, they should be in accordance with organisational goals and objectives. List two (2) organisational goals and objectives. ‘Answer: When developing effective team relationships, they should be in accordance with organisational goals ‘and objectives. List two (2) organisational goals and objectives. The candidate must lst two (2) ofthe following: Budgetary and business targets Client requirements Continuous improvement Professional development goals Reporting deadlines ‘Team and individual learning goals Question 3 The input of team members into planning, decision making and operational tasks of the team should be continually encouraged. TRUE or FALSE Question 4 Methods you can use to encourage team participation are: ‘A. Ask questions B. Listen carefully C. Show respect D. All of the above Question 5 Communication with members of your team and clients should be conducted in a_ courfeous_ manner, which reflects _sensitivity__ to individual _ social_and _cultural_differences. Question 6 Social and cultural differences can be expressed in which ways? A. Beliefs, values or practices B. Dress C. Religious and spi D. Allthe above al observances Question 7 Select four (4) causes of conflict from the list below. 1 Poor communication skills CPPSEC2005A - Work as a part of security team | Underpinning KnowledgeRespect Courtesy Alcohol and drugs ‘A need to be in control Effective interpersonal skills Social and cultural differences gogo o Question 8 Issues that may lead to or involve conflict are recognised, discussed with team members and referred to relevant persons. Name one (1) relevant person you may refer to. Answer: The candidate must name one (1) relevant person to refer issues that may lead to or involve conflict. ‘The response must include one (1) of the following: Clients Other colleagues Supervisor Team leader Team members ‘Technical specialists Question 9 As a security officer in a team, whom would you discuss your individual responsibilities with? A. Police B. Company CEO C. Client D. Supervisor Question 10 Select five (5) examples of things that organisational requirements may relate to, Storage and disposal of information Code of conduct, code of ethics Finish your shift early Tell the public sensitive information Personal and professional development Wear your uniform if dirty and ripped Client service standards Evacuation procedures How much sleep to get Getting Intoxicated is acceptable ou amo wc Question 11 ‘As a security officer in an organisation, you will be given assignment instructions. Select ten (10) instructions which may be included in the assignment instruction. 0 Assignment objectives and timeframes 5 Backup / assistance procedure 0 Client identification and information details Lunch menu Communication equipment and procedures Instructions from client, supervisor or colleagues Legislative requirements relating to work tasks Procedure for tying shoe laces ‘OHS including use of personal protective equipment oo oD CPPSEC2005A - Work as a part of security team | Underpinning Knowledge TZ5 Resource and equipment needs © Site layout including access points 5 Work schedules including budget Questions 12 As a security officer in a team you should ensure _ efficient _ and __safe_ completion of work tasks. Question 13 Nominate two (2) different types of work tasks conducted by a security officer. Answer: The candidate must nominate two (2) different types of work tasks conducted by a security officer. ‘The response must include two (2) of the following: + Control of access to and exit from premises Control roam operation Crowd control Escort of people and property Operation, instalation and storage of security equipment Screening or inspection of property and people Security monitoring or guarding of premises Question 14 Select five (5) pieces of relevant information that should be communicated to team members. 5 Who's having the weekend BBQ Client needs Personal information about clients The religious beliefs of each team member Potential risks, hazards or change to safety requirements Location of team members ‘Team members personal information Incidents Team members wage scales Handover notes and reports mooog moo Question 15 List four (4) communication skills required by a security officer participating in team assignments. ‘Answer: The candidate must list four (4) communication skills required by a security officer participating in team assignments. ‘The response must include four (4) of the following: + Active listening ‘Comprehension Note taking Positive body language Questioning Reading accurately ‘Speaking clearly ‘Summarising Writing Question 16 Security officers’ communication skills when working on team assignments, may include: ‘A. Questioning to check understanding CPPSEC2005A - Work as a part of security team | Underpinning KnowledgeB. Summarise information received C. Active listening D. Alllof the above Question 17 A security officer is involved in an incident and has to call for assistance from other members in the team. List two (2) communication procedures when calling for assistance. Answer: The candidate must list two (2) communication procedures when calling for assistance, ‘The response must include two (2) of the following: ‘Abbreviations Call codes Call signs Use of phonetic alphabet Written or verbal reporting Question 18 The types of communication equipment that can be used by the team of a security organisation may include mobile phones, two-way radios and pagers. TRUE or FALSE Question 19 A security officer has just started work at the organisation today. Where can the officer gain assistance to achieve work tasks within timeframes? A. Client identification and information details B. Handover notes or reports C. Assignment instructions D. All of the above Question 20 Occupational health and safety requirements that a security officer may deal with may include identifying hazards or risks and safety of self and others. TRUE or FALSE Question 21 All members of the team should encourage and support each other, and identify and help organise professional development opportunities. These professional development opportunities may include? 3 Gym membership Deportment classes Performance appraisals Workplace skills assessment Dance classes Master V Recognition of Prior Learning Personal study PADI licence Workplace coaching po pDo oon Question 22 Feedback on individual and team performance from colleagues and supervisors can be sought from? CPPSEC2005A - Work as 2 part of security team | Underpinning Knowledge 1%Comments from supervisors, colleagues or clients, Formal or informal performance appraisals Personal reflection Workplace assessment All of the above Doooo Question 23 Personal _ work _ standards are maintained in a manner that supports the team and __ organisational _ goals and objectives _. Question 24 The positive contributions for the team are made at the planning process to improve the team's work practices. TRUE or FALSE Question 25 Using the phonetic alphabet, circle the words that you would use when spelling out “Positive”. ALPHA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIET KILO LIMA MIKE NOVEMBER OSCAR PAPA QUEBEC = ROMEO SIERRA TANGO UNIFORM VICTOR = WHISKEY X-RAY YANKEE = ZULU Question 26 Using negative language can often escalate a conflict. Select four (4) words from the list below that have a negative connotation and should be avoided. Can't Don't Do Can Don't bother Try Useless Hopeful oo9 poo a Question 27 Draw a line to match the word to the correct definition, Reactive Backup} Responding in anticipation of an incident Proactive Back up Waiting until an incident has occurred to provide back up Question 28 There is no difference between written and spoken English. TRUE or FALSE CPPSEC2005A - Work as a part of security team | Underpinning KnowledgeQuestion 29 Select four (4) body language techniques you can utilise to gain the confidence of others. Crossed arms ‘Smile Nod Shake your head Pay attention Good posture Question 30 It is a security officer’s responsibility to ensure that reports and relevant documentation are prepared presenting all relevant facts and information in appropriate format, style and structure, and are maintained in accordance with organisational requirements, so they could be used for legal purposes if necessary. TRUE or FALSE Question 31 Select six (6) safeguards (organisational procedures) that would ensure confidentiality of a shift report that has been written on a computer and could be used for legal purposes. Policies for ensuring confidentiality of information Procedures for archiving electronic copies Having no policies Procedure for storing hardcopy records Having trust in all people that they won't look at things they shouldn't Procedures for recording electronic information Procedures for storing electronic information Procedures for destroying information if required oo pomo Ss Question 32 A security officer may use business equipment and technology whilst carrying out daily duties. Write the corresponding number to match the items below. [ ‘Send a hardcopy 1. Printer ‘Company memo 2. Facsimile machine Hardeopy of a report 3. Databases Client information 4, Email Officer tasks 5. Personal organiser Question 33 As a security officer, your organisation will utiise communication channels, such as: A. Direct supervision B. Communication with team members C. Formal reporting requirements D. All of the above Question 34 A security officer's written information needs to meet the organisational standards for language and accuracy so it can be used for legal purposes. ‘TRUE or FALSE Question 35 CPPSEC2005A - Work as a part of security team | Underpinning Knowledge 76What is your organisation's procedure for the preferred method to present a shift report to your supervisor that has been written on a computer? A B. a D. Email to the security guard who is rostered on the next shift Left open on the computer screen where the supervisor can see it ‘Saved on the computer, and printed and handed to the supervisor in person, in a timely manner Left on the computer with a note letting the supervisor know the report is finished Question 36 Select six (6) effective conflict resolution techniques that will help a security officer to negotiate a non- physical resolution to a potentially hostile situation a o a Listen Be aware of facial expressions Belittle the subject Show respect for other person's opinion Avoid arguing Make position clear Raise your voice ‘Search for common ground Question 37 Select four (4) observational and monitoring techniques. oepoog ‘Change observation position regularly Don't get distracted by conversation Wear special glasses Move on your feet to stay alert Be aware of anything unusual Let someone else do it CPPSEC2005A - Work as a part of security team | Underpinning KnowledgeNotes to the candidate 1. Read the Learner Guide for this unit of competency. 2. Read relevant handouts. 3. Read all of the questions for this unit of competency before commencing 4. Answer all the questions for this unit of competency. 5. Keep in mind you are studying a Nationally Recognised Certificate II unit of competency. 6. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making, 7. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks etc. 8. You must complete all work without assistance. 9. All questions and tasks must be true and correct to be deemed competent. 10. Complete the assessment sign off sheet with your assessor. CPPSEC2O05A - Work as a part of security team | Case Scenario 78CASE SCENARIO You are a security officer at a major shopping centre; there are 10 security officers in the team on each shift, The duties of the team are to patrol the shopping area (internal and external), car park patrols, staff escorts and cash escorts for the retail outlets. The team is made up of seven males and three females. All members of the team are from different backgrounds, nationalities and religious beliefs. About 0900hrs, an industrial bin containing large amounts of cardboard was set alight at the rear of the shopping centre. The sprinkler system was activated. Minor smoke damage was caused to the ceiling of the nearby loading dock. Two other rubbish bins outside the shops were also set alight. About 104Shrs, a man has approached an 81 year old woman from behind and shoved her forward. The woman lost her balance and the man grabbed her handbag as she fell. He was last seen walking away from the west car park. ‘A77 year old woman also had her wallet stolen at about 1130hrs. A man approached the woman as she was entering her vehicle. She tumed around and the man grabbed her purse from her hand. The woman chased the man and sustained grazed knees when she fell over chasing him. The man is described as being Caucasian appearance, approximately 30 years old, of scruffy appearance, A robbery of the pharmacy occurred on the east side of the centre, Around 1350hrs a man entered the store announcing thet it was a hold up. He removed an unknown quantity of drugs from the shelf and demanded cash from the register. The shop assistant handed over an unknown amount of cash and the man was seen to flee the area on a push bike. He is described as around 35 to 40, Caucasian, 160om tall with a medium build and red / ginger hair. The man was wearing a bike helmet, a dark jacket and gloves. During the incident the man held his hand in his jacket as if armed, but no weapon was spotted. ‘A 24 year old man was in the Shelter Bar between midday and 1545hrs when he became involved in an argument with another man. He was then struck in the face with a glass resulting in several cuts to his, cheek. The man received first aid at the bar before leaving to go home. The offender is described as aged between 20 to 30 years, Caucasian, wearing dark coloured pants and shirt. He is possibly a tourist and / or backpacker. ‘A.56 year old woman was putting groceries into her car in the underground car park at 1630hrs, leaning over her front passenger seat. As she leant over she felt someone pulling at her handbag which was over her shoulder. The woman turned around and saw a man who punched her in the stomach causing her to fall to her knees. He then grabbed the woman's handbag which contained a sum of money and ran off in an easterly direction. The man is described as being of Caucasian appearance, 165cm tall, with a medium build, brown scruffy hair with blonde tips, and was wearing blue and white shorts, yellow thongs and an unknown shirt. The shift ended at 1800hrs. CPPSEC2005A - Work as a part of security team | Case ScenarioAssessment Task 1 What methods should the security team in the case scenario use to effectively carry out the tasks during the shift? ‘Answer: Thé Sardidate mist Explain what methods the security team in the ease scenario should Use fo effectively carryout the tasks during the shift. ‘The response must demonstrate an understanding of a cohiesive team and the need for the one (1) of the following Delegations Leadership Everyone to know their role Shared responsibilities Backup Assist others Ask for help Trust ‘Communication Assessment Task 2 As a security officer in the case scenario, how would you encourage your team members to complete tasks within designated timeframes? Answer: The candidate must discuss how to encourage team members to complete tasks within designated jeframes. ‘The response must include one (1) of the following key points: + Involve team members in decisions Involve team members in setting of timeframes ‘Communicate timeframe to all team members Allow for contingency Allow for backup Be realistic with goals Motivate the team Set structure Good communication Good morale Explain why Assessment Task 3 The security team in the case scenario will have to deal with different legislative requirements. What are they? List each incident. ‘Answer: The candidate must discuss the different legislative requirements in the case scenario. ‘The response must demonstrate an understanding of legislative requirements. The response must list the relevant legistation and the incident within the case scenario that it applies to. Assessment Task 4 As a security officer in the case scenario, how would you identify the minority groups? Answer: The candidate must explain how would minority groups are identified. ‘The response must demonstrate the ability to identify minority groups, in @ logical manner. Assessment Task 5 CPPSEC2005A - Work as a part of security team | Case ScenarioWhat issues may the minority group have that may lead to conflict? ‘Answer: The candidate must discuss issues within the minority group that have that may lead to conflict, ‘The resporise must demonstrate an understanding of the cauises of confic, as @ means to resolve conflict. Assessment Task 6 How should the security officer in the team communicate with the minority members of the team to prevent conflict? Answer: The candidate must explain how the security officer in the team should communicate with the minority members of the team to prevent conflict. ‘The response must focus on communication techniques that may prevent conflict in minority groups and demonstrate an understanding of the need to adjust communication styles as required. Assessment Task 7 Asa security officer in the case scenario, think of the different types of professional development that may improve the quality of the team and assist in the team working more effectively and efficiently. Answer: The candidate must discuss the different types of professional development that may improve the quality of the team and assist in the team working more effectively and efficiently, ‘The resporise must demonstrate the ability to seek and identify professional development opportunities for self and team. Assessment Task 8 As a team member in the case scenario, haw could you communi information, support and assistance? te to ensure a regular exchange of Answer: The candidate must explain how to communicate to ensure a regular exchange of information, support and assistance. ‘The response must demonstrate an understanding of the communication skills required to ensure regular exchange of information within the team and the provision of support and assistance. The response must include two (2) of the following + Active listening Good body language Speak clearly and concisely Use of approved communication codes and signals Ensure the receiver understands Questioning to confirm understanding ‘Summarise information received Eye contact Phonetic alphabet Effective documentation CPPSEC2005A - Work as a part of security team | Case ScenarioASSESSMENT COVER SHEET “This forms is 16 be GOMpIEIEA by the ASSEsGor and used as a final record of student competency, {All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing on the students file. ‘Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached tots form, Student Name: Student ID No: Final Completion Date: Unit Code: CPPSEC20068 Unit Title Provide Security Services to Clients Result Please attach the following documentation to this form ee Assessment 1 1D Underpinning Knowledge S| NS | NA Assessment 2 © Case Scenario S | NS | NA Assessment 3 0 Practical Assessment S| NS | NA Final Assessment Result for this unit crNye Student Feedback: Tesossor Declaration: Tasca! fas, vale relist end xe svassmont wt hi have provided appropste feedback Name: ‘Studont Declaration: | cate hat and nave boon aovied of my esta boon asested in hisunt, ae of my ape] Hos Name. Signature Date: Signature: Date: Administrative use only Entered onto Student Managemen! Database | 2 Date Titals CPPSEC20068 - Provide security services to clients 90CPPSEC2006B Provide Security Services to Clients This unit of competency specifies the outcomes required to provide a security service to clients. It requires the ability to establish effective relationships, identify problems, and deliver a security service according to specific instructions. It also requires an ability to use communication and problem solving techniques to promote client confidence. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the secutity industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC2006B Provide Security Services to Clients contains employability skills. Instructions to the candidate 9. Read all of the questions for this unit of competency before commencing. 10. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate II unit of competency. 14. Your answers must reflect the depth of knowledge and understanding expected of a person who can work without supervision and demonstrate a level of judgement and decision making 12. This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 13. You must complete all your own work without assistance from other persons and /or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 14. Unless otherwise specified, your answers should be 100 to 250 words. 16, All questions and tasks must be true and correct to be assessed as satisfactory 16. Complete the assessment sign off sheet with your assessor. CPPSEC20068 - Provide security services to clients | Underpinning Knowledgeanon Question 1 ‘When establishing positive relationships with clients, you do not need to use appropriate communication techniques to confirm needs and expectations. ‘TRUE or FALSE Question 2 List three (3) communication techniques you would use to establish positive relationships with clients. Answer: The candidate must list three (3) communication techniques he / she would use to establish positive relationships with clients, ‘The response inuist include three (3) of the following: + Active listening Being respectful and non-discriminatory to others Control of tone of voice and body language Demonstrating flexibility and wilingness to negotiate Interpreting non-verbal and verbal messages Maintaining professionalism Phone technique Providing and receiving constructive feedback ‘Questioning and paraphrasing to clarify and confirm understanding Question 3 Communication with clients is conducted in a professional _ and courteous _ manner, which reflects _ sensitivity _ to individual __social_and _ cultural _ differences. Question 4 Clients social and cultural differences can be expressed in many ways, they may include? A. Attitude B. Aggression towards others C. Traditional practices and observations D. Allthe above Question 5 A security officer working to establish a positive relationship with the client should always be professional. Select the five (5) most correct examples of professional conduct. ©. Non-aggressive communication or body language ‘Smoking on the job Let the client know that they are wrong Good attitude and behaviour Personal dress is appropriate to the work assignment Wear what you think is comfortable Telling the client about your company's incompetency Personal grooming appropriate to the work assignment 1 Drinking alcohol in your breaks 5 Use appropriate language to engage minority groups. a Question 6 As a security officer in an organisation, you will be required to conduct your work assignments in a professional manner. List two (2) examples of organisational requirements, Answer: The candidate must list two (2) examples of organisational requirements, ‘The response must include two (2) of the following: CPPSEC20068 - Provide security services to clients | Underpinning Knowledge Fz‘Access and equity polices, principles and practices Business and performance plans Client service standards Code of conduct, code of ethics ‘Communication and reporting procedures Complaint and dispute resolution procedures Emergency and evacuation procedures Employer and employee rights and responsibilities Methods for communication with diverse clients including young people Occupational Health and Safety (QHS) policies, procedures and programs Question 7 Sensitive client information needs to remain confidential. TRUE or FALSE Question 8 If a security officer working for an organisation discloses sensitive client information, what could be the consequences? c. D. Loss of employment Loss of contract Sued and breech of legistation All the above Question 9 List four (4) types of security services that can be delivered to clients. Answer: The candidate must list four (4) types of security services that can be delivered to clients. ‘The response must include four (4) of the following: ‘Control room monitoring Controlling exit from and access to premises Crowd control Escorting people or property Guarding Monitoring centre operations Routine security monitoring of premises or property ‘Screening of property or people Question 10 Select five (5) items that your service to the client may consist of: 120 Goo woo oO Not meeting timelines Don't report any incidents Deal with cont Agree with the client and then do what you want Efficient use of resources Handling and recording complaints Go to bars with them after hours Meeting agreed timeframes Do the tasks that you enjoy only Professionalism and conduct Question 11 Select four (4) causes of conflict from the list below. CPPSEC20068 - Provide security services to clients | Underpinning Knowledge© Poor communication skills Respect Courtesy Alcohol and drugs Aneed to be in control Effective interpersonal skills Social and cultural differences Do eo Question 12, ‘When dealing with conflict situations, you should identify the situation and take action to minimise: A. Impact on client satisfaction B. The amount of officers per shift C. The amount of incident reports D. Stress Question 13, If there is a situation, the client should be informed of all relevant security matters in a timely manner. TRUE or FALSE Question 14 As a security officer, you may need to report on situations. The report instructions may relate to: 10 How often you go to bathroom © Areas of conflict If your car breaks down going to work Security incidents, risks and hazards Completion of work activities Alarm non-activation Compliance with legislation Need for resources and assistance 0 Personal phone calls Local food outlets Question 15, As a security officer working in an organisation, you will be given tasks that you have not carried out before and are unsure of. What should you do? ‘A. Leave it for another shift B. Ask for assistance C. Attempt it, even if i's wrong D. Ask somebody else to do it Question 16 Nominate one (1) person you can ask for assistance if you feel a task is outside your limitations, when working as a security officer. Answer: The candidate must nominate one (1) person he / she can ask for assistance when he / she feel a task is outside their limitations, ‘The response must include one (1) of the following + Colleagues CPPSEC20068 - Provide security services to clients | Underpinning Knowledge a4+ Supervisor + Support services or agencies (e.g, emergency services) + Technical security specialists Question 17 List two (2) special requirements a client may have. Answer: The candidate must list two (2) special requirements a client may have. The response must include two (2) of the following) Non-routine information or service provision Non-standard operating procedures Irregular patrols Screening of property and people Urgent requirements Victims of trauma or torture ‘Young people Question 18 Ifa olient asks a security officer to change or adjust a service that may be carried out, what should the security officer do? Tell the client "you get what you pay for" Let the client know that you don't get paid enough Don't do anything Let the client know that you will pass the information on to your supervisor gom> Question 19 Give one (1) possible cause of client dissatisfaction. Answer: The candidate must give one (1) possible cause of client dissatisfaction. ‘The response must include one (1) of the following: ‘+ Tasks not being completed in a timely manner Poor communication with clients Not starting at the correct times Unprofessional appearance and / or conduct Not following company policy All of the above Question 20 As a security officer, you may identify client satisfaction. How would you deal with it appropriately? Answer: As a security officer you may identify client dissatisfaction. How would you deal with it appropriately? ‘The response must include one (1) of the following key points: + Follow organisational procedures * Use appropriate communication skills Question 21 Client complaints should be resolved with _ professionalism_and _ courtesy_, with the assistance from _felevant persons_ CPPSEC20068 - Provide security services to clients | Underpinning KnowledgeQuestion 22 Unresolved complaints or client dissatisfaction should be reported, TRUE or FALSE Question 23, Select four (4) types of reporting a security officer may have to complete. © Completing documentation, such as logs, journals and activity reports Completing written and computer reports © Book reports © Recording security risk and incident details 5. Verbal reporting to client or supervisor Question 24 Identify three (3) personal grooming tasks that a security officer should routinely address. Answer: The candidate must identify three (3) personel grooming tasks that a security officer should routinely address. ‘The response must include three (3) of the following: + Finger nails trimmed Hair neat and tidy ‘Clean shaved No large or ‘drop ear rings No facial piercings Deodorant applied Makeup applied (if applicable) Uniform cleaned Uniformed ironed Any repairs attended to Badges and insignias are in place ‘Shoes polished Bett / duty belt Headwear Question 25 Kids Helpline is a counselling service for Australian children and young people aged between 5 and 25 years. Answer:TRUE or FALSE Question 26 Select four (4) words from the list below that have a negative connotation and should be avoided. G Can't Don’t Do Can Don’t bother Ty Useless Hopeful woop go. Question 27 ‘There is no difference between written and spoken English. TRUE or FALSE CPPSEC20068 - Provide security services to clients | Underpinning Knowledge %Question 28 Select an appropriate adjustment that can be made for young people. © Allow them to break the law © Adapt communication style to ensure they understand you © Be tougher on them than anyone else Stretch the rules and tolerances for young people Question 29 Nominate one (1) form of body language that could be used to gain a positive response face-to-face with the person, instead of using the two-way radio. Answer: The candidate must nominate one (1) form of body language that could be used to apply a positive response face-to-face with the person, instead of using the two-way radio. + Inclusion of tone of voice ‘+ Supported by facial expression + Adgition of appropriate body language + Interpreting non-verbal and verbal messages ‘The candidate’s response must include one (1) technique from the list above, Question 30 Select six (6) safeguards (organisational procedures) that would ensure confidentiality of a shift report that has been written on a computer and could be used for legal purposes Policies for ensuring confidentiality of information Procedures for archiving electronic copies Having no policies Procedure for storing hardcopy records Having trust in all people that they won't look at things they shouldn't Procedures for recording electronic information Procedures for storing electronic information Procedures for destroying information if required Question 31 Draw a line to match the following tasks with the business equipment used to complete the task. Hardcopy of a report “} ‘Facsimile machine ‘Send a hardcopy Databases Client information Personal organiser ‘Company memo Printer Officer tasks Email Question 32 Draw a line to match the following legislation to how itis applied at work, ‘Security Providers Act ‘Wear a reflective vest Antr- Discrimination Act Licence fees Workplace Health and Evacuation plan Safety Act CPPSEC20068 - Provide security services to clients | Underpinning Knowledge‘Organisation policy Retrenched due to your religious beliefs ‘Queensland Criminal ‘Common assault Code Act Question 33 Select which organisational standards deal with customer service. Personal grooming standards ©. Professional conduct standards 0 Communication standards 5 All of the above Question 34 It is a security officer's responsibility to ensure that reports and relevant documentation are prepared presenting all relevant facts and information, in an appropriate format, style and structure, and are maintained in accordance with organisational requirements. TRUE or FALSE Question 35 You are working as a static officer at a shopping centre and you come across a young child belonging to an ethnic minority group who seems lost. What will you do? ‘A. Ignore it as it is not dangerous for kids in shopping centre B. Slowly and clearly speak to the child and ask the concierge to make a public announcement C. Ignore it as the kid may not understand English D. Allof the above Question 36 As a security officer, your organisation will utilise communication channels, such as: A. Direct supervision 8. Communication with team members C. Formal reporting requirements D. All of the above Question 37 Itis important for a security officer to have an understanding of the rights and responsibi TRUE or FALSE Question 38 Understanding youth culture and using language concepts familiar to young people is not necessary for a security officer aged over 25 years. ‘TRUE or FALSE Question 39 Select methods for confirming client requirements. ‘A. From information contained in the client brief, B. Assignment instructions CPPSEC20068 - Provide security services to clients | Underpinning Knowledge mBC. Discussing with the client, resolving any discrepancies that may result in conflict D. All of the above Question 40 The candidate must select four (4) observational and monitoring techniques. 1 Change observation position regularly 10 Let someone else do it 1D Don't get distracted by conversation Wear special glasses Move on your feet to stay alert Be aware of anything unusu: oo Question 441 Security officers will often interact and relate with people of different social, cultural backgrounds. What things can you do to build good relationships? A. Be respectful B. Don't be judgemental C. Be clear and concise D. All of the above Question 42 An effective technique to clarify instructions is to use questioning to check understanding, TRUE or FALSE Question 43 and ethnic The client has approached you with a complaint about the services offered. What would you do? Listen carefully Demonstrate understanding Talk over the top of the client Be respectful Be defensive ©. Provide a solution oo po Question 44 When communicating either face-to-face or via two-way radio, an effective method of confirming an accurate understanding of the information is to: Work it out yourself Nod and use expressive facial gestures ‘Summarise information received All of the above vom> CPPSEC20068 - Provide security services to clients | Underpinning KnowledgeCase Scenario Notes to the candidate 1. 2; 3 8 9. Read the Learner Guide for this unit of competency. Read relevant handouts, Read all of the questions for this unit of competency before commencing. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate Il unit of competency. Your answers must reflect the depth of knowledge and understanding expected of a person who can work under supervision and demonstrate a level of judgement and decision making. This assessment is to be conducted in a supervised classroom environment without the assistance of notes, textbooks etc. ‘You must complete all work without assistance, All questions and tasks must be true and correct to be deemed competent, 10. Complete the assessment sign off sheet with your assessor. CPPSEC20068 - Provide security se 100CASE SCENARIO You are a security officer working for “Security R Us", contracted to a 40 story, five star residential / holiday resort, with two floors of retail outlets on the ground levels. The security officers must wear their uniform and conduct themselves in a professional manner at all times. The security team works a rotational shift with security officers onsite 24/7. Each shift is 8 hours, and start times are at 0600hrs, 1400hrs and 2200hrs. Duties are patrolling of internal and extemal areas, checking for unauthorised persons, back of house, responding to emergency situations, identifying hazards, assisting staff and guests, and controlling unauthorised entry to the resort and retail areas after hours. Report all issues at the end of your shift to resort management and report any major issues to resort management as it happens. It is peak holiday season and the tourist strip is very busy with a lot of holiday makers merging on the area. The main issues are local teens skateboarding and riding bikes in the retail area, and theft of guest's items from unlocked rooms and the pool area. There has been an increase in guest's luggage being stolen from the resort reception area, which has been tracked back to gangs working the holiday strip. You are on the afternoon shift starting at 1400hrs. During the handover brief, you are told that 10 guests from the same tour group had their luggage stolen from the reception area of the resort during check-in this morning, The manager and guests are very angry, blaming the security team for the loss. You and the security team start your shift duties; during your first patrol at 1420hrs, you notice the local teens skateboarding in the retail area. You approach them and have a talk to them about skating in the retail area and the dangers. They move on and you carry on with the patrol. At 1505hrs, you are called to the pool area, as there have been several complaints about young males being loud and splashing people around the poolside, which is making other guests uncomfortable. You approach the group of young males and remind them of the resort policies and that they are making other guests in the area uncomfortable. They comply and the situation is solved, At 1730hrs, you are called to the manager's office to discuss methods that could be implemented to prevent the loss of guest luggage as it is starting to affect the reputation of the resort and the sect team is being held responsible. At the end of the meeting, the manager asked for a report on the security recommendations to reduce the theft of guest's luggage. At 2010hrs, whilst patrolling the back of house area, you notice a person not wearing staff ID. You challenge the person, and find out that they only started the day before and forgot their ID. You help the person out with some advice and carry on with the patrol. Shift finished at 2200hrs. CPPSEC20068 - Provide security services to clients | Case ScenarioAssessment Task 1 ‘What are the resort policies and procedures that you would abide by as the security officer in the case scenario? Answer: The candidate must explain what are the resort policies and procedures that must be abided by as the ‘secutity officer in the case scenario, ‘The response must demonstrate an understanding of organisational policies and procedures. The candidate must be able to recognise organisational procedure and apply it to the workplace. Assessment Task 2 The relevant legislation that the security team could utilise in the resort could be? Answer: The candidate must name the relevant legislation that the security teat could utilise in the resort. ‘The response must demonstrate an understanding of legislation and how it applies to the case scenario situation Assessment Task 3 What are the security services being provided by the company “Seourity R Us"? Answer: The candidate must discuss the services being provided by the security company in the case scenario. ‘The response must include one (1) of the following: Provide a physical presence Patrol of internal areas Patrol of external areas Checking for unauthorised persons Back of house Respond to emergency situations Identify hazards Assist staff and guests Control unauthorised entry to the resort and retail areas atter hours Report all issues Assessment Task 4 Write exactly what you would say when dealing with the teens in the retail area. Answer: The candidate must write exactly what he / she would say when dealing with the teens in the retail area, ‘The response must demonstrate the abilty to communicate with clients and young people and the abiity to adapt ‘communication style to suit situation, while maintaining a professional manner. Assessment Task 5 As the security officer in the case scenario at the resort, what adjustments could you make to your duties to accommodate the special needs of the client (iuggage being stolen from guests), as well as dealing with young people skateboarding and pool area issues? Answer: The candidate must discuss what adjustments could be made to the security officer's duties, to ‘accommodate the special needs of the client (luggage being stolen from guests), as well as dealing with young people skateboarding and pool area issues, ‘The fesponse must show the ability to solve routine problems, and adjust client Service and meet special needs of security clients, including young people Assessment Task 6 Using the information from the case scenario, write in a notebook; format the client requirements and special needs, as well as any conflict that may need resolving during your shift ‘0007 CPPSEC20068 - Provide security services to clients | Case Scenario (OdAnswer: The candidate must write in @ notebook: format the client requirements and special needs, as well as any conflict that may need resolving during his / her shift The response must demonstrate the ability to confirm client requirements. The notes must be fact-based, logical and professional Assessment Task 7 Using the information from the case scenario, write a shift report for the client on the issues that you dealt with, Answer: The candidate must write a shit report for the client on the issues that have been dealt with. The report must be professional and meet organisation standards. ‘The response must demonstrate the ability to complete documentation in @ professional manner. The report must be + Grammatically correct + Follow a logical sequence + Be fact-based + Be professional Assessment Task 8 AS a security officer in the case scenario, you monitor and act on client changes. What would be the process for making changes to the client's needs? Answer: The candidate must discuss what would be the process for making changes to the client's needs. ‘The response must demonstrate the ability to forward plan and implement change. The response must include one (1) of the following key points: + Observation Monitoring Acting on changes of the client's needs Look at costings of change Look at feasibility of change Look at resources required for change Ensure needs are met Ensure you have a thorough understanding of the needs ofthe client Implement changes Maintain monitoring Maintain open communication Assessment Task 9 (CPPSEC20068 - Provide security services to clients | Case ScenarioWhat could be causes of dissatisfaction to the client in the case scenario? ‘Answer: The candidate must discuss what could be causes of dissatisfaction to the client in the case scenario, ‘The response must demonstrate ‘an understanding of the possible causes of dissatisfaction for the client, in order to resolve the issue. The response must include one (1) of the following: ‘Communication breakdown Not being listened to Theft of luggage ‘Not enough security presence ‘Security personnel in the wrong place at the wrong time Reception area not being patrolled enough CPPSEC20068 - Provide security se to clients | Case Scenario (04Practical for CPPSEC2001A & CPPSEC2006B PRACTICAL ASSESSMENT 2 CLIENT SERVICES This practical assessment gives the candidate the opportunity to demonstrate the skills and knowledge required to be deemed competent at a Certificate Il level. The assessment will be monitored by a trainer who will assess the candidate either Satisfactory or Not Yet Satisfactory in the many facets involved in the security operations field. This practical assessment requires the ability adapt communication styles and techniques to varying social and cultural environments, solve routine problems, plan and prioritise tasks and handle customer complaints Information for the candidate Candidates taking part in this practical assessment have enrolled in a nationally recognised training program. Competency in the practical assessment is to be assessed in a simulated workplace. This practical assessment is intended to assess your ability to professionally deal with customers and the general public at an industry standard. You will be asked to perform a series of tasks within a role play / simulated workplace situation. The assessor will complete an observation checklist for this assessment, This practical assessment is to be used to assess your skills and knowledge of a specified series of situations that occur whilst working in the security industry. + Assessment will be conducted in a simulated workplace environment + Your assessor will advise you when the practical assessment is to commence + On completion of the practical assessment the assessor will provide feedback Apply the knowledge and skills learnt throughout the theory component of this qualification during the practical assessment, in order to achieve a satisfactory result Guidance information for assessment ‘Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. You will be asked to step forward and take part in practical assessment. Ensure you have read and understood the practical assessment instructions. This is an essential part of your overall assessment. You may be asked to take part in the practical assessment again or take part in a section of the practical assessment that the assessor needs to rel If your assessment in not yet satisfactory, your assessor will provide advice and coaching as required, Resources for practical assessment You will be provided with access to: + Two-way radio + Security wand (metal detector) + Incident log + Simulated workplace + Small torch + Report template + Two (2) bags, one (1) containing a souvenir knife and one (1) containing a bottle of alcohol + Personal protective equipment (PPE) © Latex gloves CPPSEC2001A & CPPSEC20068 | Practical/Simulation© Pocket mask In order to successfully complete the practical assessment, you will need to provide: Context / dese: Closed in footwear Suitable dress Notebook and pen Mobile phone n of activity for practical assessment In order to achieve a satisfactory result for this practical assessment, you must demonstrate the following aspects for assessment and evidence: Using speaking, reading, observation and listening skills to gather verbal and non-verbal information and summarising understanding with others Communicating in a clear and accurate manner which reflects sensitivity to individual social and cultural differences Using a range of communication channels and equipment to receive, interpret and transmit clear and accurate verbal information in a form which is preferred and understood by the receiver Using a range of communications equipment and technologies to communicate written information in a suitable format, language and structure Complying with organisational policies and procedures and relevant legislation in the provision of security services to clients Adjusting client service and communication to meet the special needs of security clients, including young people Confirming client requirements from information contained in the client brief or assignment instructions, and discussing and resolving areas of conflict in the provision of client service Following agreed client and organisational reporting procedures in the provision of security services Monitoring and acting on changing client needs and possible causes of dissatisfaction During the practical assessment, you must demonstrate how you will address all situations / incidents and the following: Basic information technology Communicate effectively using language concepts familiar to young people taking into account age, cognitive (intellectual) ability and English language skills Communication skills to relate to young people from diverse backgrounds, Communication skills to relate to people from a range of social, cultural and ethnic backgrounds, and varying physical and mental abilities Providing effective client service to young people Literacy skills to understand and communicate security information (reading, writing, speaking, numeracy and listening) Numeracy skills to estimate time to complete work tasks Present a professional image Observation Summarise information received Verbally and electronically receive, interpret and transmit information ‘Work effectively on an individual basis and as part of a team Questioning to check understanding Solve routine problems and handle client complaints Writing to prepare case notes or report areas of conflict Complete basic workplace documentation Preparation and context of the practical assessment The setting is an airport hand luggage scanner CPPSEC2001A & CPPSEC20068 | Practical/Simulation lobEquipment checked prior to the start of the shift: © Two-way radio © Security wand (metal detector) © Torch © Mobile phone © Pen and notebook All persons must place their hand luggage on the conveyor belt to be scanned, any person with suspect luggage must have their luggage searched Assistance should be sought when required Any approach to aggressive subjects must be with caution and assistance support in place At the completion of any incident the correct documentation needs to be completed The supervisor should be informed regularly as the situation changes Notes to the candidate The designated area for the practical assessment is to be clearly defined to all participants A clear overview of simulation and roles of the participants shall be given prior to the commencement, ensuring all participants, particularly the candidate being assessed, are clear as to what is required Participant safety is to be observed at all times No physical contact of any kind is permitted under any circumstances. As with all practical assessments, it is essential that all participants contribute to the simulated environment. This means taking on the designated role(s) as if the situation and circumstances were real Airport Security Standard Operating Procedure All security officers must act in a professional manner at all times Conduct equipment checks at the start of shift for function Security officers need to observe any suspicious behaviour or aggressive body language ‘When dealing with situations, security officers are required to utilise their communication and negotiation techniques Security officers are to present a professional image at all times ‘When dealing with a potentially hazardous situation, security officers are required to call for assistance using a two-way radio Security officers need to wear and carry PPE at all times during the shift Security officers are required to complete a shift report at the completion of each shift in the correct format Your role: CPPSEC2001A & CPPSEC20068 | Practical/Simulation‘Security officer's role You commence your shift performing your normal duties, monitoring the passenger flow through the hand luggage scanner, observing crowd and individual behaviour, maintaining order, and communicating with your team and supervisors. It is important to maintain a regular flow of passengers through the checkpoint. Backup must be called for if any one passenger slows the process. Passengers are generally in a hurry to catch their plane and have little patience. Your colleague monitors the scanner and communicates to you any suspect images; you must gain permission to check the hand luggage and proceed to complete the search without delaying any other passengers, Call for assistance from your supervisor or other security officers if / as required, via your radio, the security officer manning the scanner cannot leave his / her post. The candidates who are playing the role of the security officer must not, at any stage during the practical assessment, touch, make physical contact or use force against any other member involved in the assessment. ‘Scenario: You, the candidate being assessed, are a security officer working in a busy airport. The passengers are a culturally diverse group being made up of Indigenous, Asian, Middle Eastern and Anglo Australian The supervisor has told all security officers during the start of shift briefing, that the customer service standards must be a priority today. All passengers appear to be in a hurry and see the security check as a waste of time ‘One particularly irate passenger is upset that you have found his souvenir knife, which now must be signed over and posted to him, as per the law. You must explain your position in a calm and professional manner, and resolve the conflict Today also brings a young football team, heading away on their end of season trip. They are argumentative and disruptive, you must defuse the situation. Any alcohol found during a search must be confiscated, ‘Your duties include assisting to keep passengers safe and protecting property throughout the duration of the shift. Practical Assessment You will be asked to step forward and take on the role of a security officer. The primary roles include customer service, bag searches, body searches using wand, maintaining order, monitoring individual and crowd behaviour, keeping a safe environment for all passengers, and preventing damage of property. Take on the role as if you are actually working in a real situation. The assessor will provide you with: + PPE: (latex gloves, pocket mask, ear plugs) + Two-way radio + Security wand (metal detector) + Appropriate reporting material CPPSEC2001A & CPPSEC20068 | Practical/SimulationYou will commence security officer duties. Deal with the situations in accordance with both legislative and organisational requirements. Be sure to demonstrate the following skills to the assessor when responding to the suspect passengers, during the practical assessment: + Effective communication + Communicate using clear and concise language + Negotiation techniques to defuse or resolve conflict + Problem solving strategies + Cultural awareness and sensitivity in your communication + Identify and comply with legislative and procedural requirements You will continue to select response options which are most effective for the objective, and defuse situations and resolve conflict. While ensuring to minimise the threat to self and others using negotiation techniques, be sure to: + Identify risk factors and assess the degree of risk + Select the correct response options + Identify support and assistance requirements + Identify potential security threats to people, property and premises + Identify and comply with incident response procedures + Use negotiation techniques to defuse or resolve confiict At the conclusion of the shift, take part in a debrief with the supervisor. This discussion will include the supervisor and any security officers who attended the incident. Be sure to: + Review the response strategies and make adjustments according to the changed circumstances + Include the improved strategies, adjustments and recommendations in your shift report As soon as possible, complete the relevant documentation required by your organisation. Complete this documentation in relation to the incident as the final component of the practical assessment. The assessor will provide a report template (shift log) The report should include an evaluation of the incident, from the start when you first dealt with the situation, to when it was defused. Be sure to accurately: ‘+ Record, report and document information The completed report must be submitted to the assessor. Conclusion of assessment You will self reflect to identify skill improvement needs and relay these findings to the assessor. ‘The assessor will debrief you at the conclusion of the practical assessment. ‘You will be advised if they have been assessed as satisfactory. If the assessment is Not Yet Satisfactory, you will be advised, given advice, coaching and an additional opportunity to successfully complete the assessment. The assessor will ask you to read and sign the assessment sign off sheet, CPPSEC2001A & CPPSEC20068 | Practical/SimulationASSESSMENT COVER SHEET ‘This form is to be completed by the assessor and used as a final record of student competency. ‘Al student submissions including any associated checklists (outined below) are to be attached to this cover sheet before: placing on the students le. ‘Student results are not to be entered onto the Student Database uniess all relevant paperwork is completed and attached to this form, Student Name: Student ID No: Final Completion Date Unit Code: CPPSEC2011B Unit Title: Control access to and exit from premises Result Please attach the following documentation to this form Se saison senna Assessment 1 Underpinning Knowledge S|.NS | NA Assessment 2 O Case Scenario S| NS | NA Assessment 3 O Practical Assessment | SINS|NA Final Assessment Resuit for this unit crNye Student Feedback: ‘Assoscor Declaration: 1 declare hat have oonducea Student Declaration: 1 decaremati nave been assessed inthis unt, | fave mecnandeneooint eeaeeck nn set art ana nave Been aavsed of my rest | algo am aware of my appeal rans. a Name: Name: Signature; Signature: Date fey: Date: Administrative use only Entered onto Student Management Database | 2 Date Totals CPPSEC20118 - Control access to and exit from premisesCPPSEC2011B Control Access to & Exit From Premis This unit of competency specifies the outcomes required to monitor and manage the access and exit of pefsons and vehicles from premises. It requires the ability to manage people, inspect baggage and vehicles, and manage vehicular traffic. This unit may form part of the licensing requirements for persons engaged in security operations in those states and territories where these are regulated activities. Application of the unit This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines. CPPSEC2011B Control Access to & Exit From Premises contains employability skills. Instructions to the candidate 1. Read all of the questions for this unit of competency before commencing. 2. Answer all the questions for this unit of competency. Keep in mind you are studying a Nationally Recognised Certificate II unit of competency. 3. Your answers must reflect the depth of knowledge and understanding expected of a person who ‘can work without supervision and demonstrate a level of judgement and decision making, 4. This assessment is to be conducted in a supervised classroom environment. Computers may be used for the purpose of presenting the answers in a neat and professional manner. 5. You must complete all your own work without assistance from other persons and / or sources: + The assessor will take steps / make arrangements to ensure candidates do not share their work and / or answers. + The assessor will predetermine the timeframe for the assessment and advise the candidates. + The assessor will make arrangements to receive the completed assessment via email, USB, printed or similar. 6. Unless otherwise specified, your answers should be 100 to 250 words. 7. All questions and tasks must be true and correct to be assessed as satisfactory. 8. Complete the assessment sign off sheet with your assessor. CPPSEC2011B - Control access to and exit from premises | Underpinning Knowledge (IrQuestion 1 You are the security officer controlling access to and exit from a premises. Select the legislation that you may need to be aware of. 0 Queenstand criminal code Workplace Health and Safety Act Invasion of Privacy Act ‘Security Providers Act 10 Summary Offences Act 1 All of the above Question 2 You are the security officer controlling access to and exit from an authorised access only area. A person approaches you, and threatens and attempts violence to force their way past you. Can you use force to stop the person? YES or NO Question 3 How much force could the security officer use to prevent the person from entering the premises? ‘A. Force to cause GBH or death B. No force C. Reasonable and proportionate causing no grievous bodily harm D. As much force as you like Question 4 What does trespass mean? ‘A. To gain a pass mark in an exam B. A person that is on a premises unlawfully, with no lawful excuse C. Itis French for "pass the sauce" D. None of the above Question 5 Can a security officer remove a trespasser from a premises? A. Yes, only if your supervisor tells you to B. If you tell them they are trespassing and give them reasonable time to leave C. Only if you use force D. Allthe above Question 6 How does a security officer make a trespasser leave the premises? A. Tell them they are trespassing B. Tell them they must leave C. Give them reasonable time to leave D. All of the above Question 7 What section of the criminal code would give a security officer the power of arrest? AL $268 B. 452 CPPSEC20118 - Control access to and exit from premises | Underpinning KnowledgeC. 654 D. 8646 Question 8 As a security officer responsible for security and access control at a large factory, what is the maximum. level of force you may apply when removing a trespasser from the organisation's property? ‘A. Reasonable and proportionate causing no grievous bodily harm B. Whatever it takes . No force D. Transport wrist-lock Question 9 You are a security officer controlling access to and exit from a premises. List two (2) forms of identification and documentation that you would most likely check. Answer: The candidate must list two (2) forms of identification and documentation likely to be checked by a security officer controlling access to and exit from a premises. ‘The response must include two (2) of the following: + 1D cards or paperwork + Letters of authority + Temporary passes + Work permits Question 10 You are a security officer controlling access to and exit from a premises. A staff member arrives at work ‘and has forgotten their staff identification. What could you do in this situation? ‘A. Tell them to go home and get it B. Just let the staff member through C. Call the police D. Call for the staff member's supervisor for verification and issue a temporary staff pass Question 11 You are the security officer controlling access to and exit from a premises, when a person presents to you what appears to be fake identification, What should you do? A. Call for assistance, try and keep the person there B. Arrest the person C. Call for assistance, keep the ID, keep talking to the person until assistance arrives D. Let them in and let someone else deal with it Question 12 Select four (4) responses from the list of interpersonal skills that would be used to develop and maintain confidence with others 5 Listen actively Talk over the top of people Don't look at the person when talking Good nonverbal message Don't prepare what you are about to say Express thoughts and feelings Speak in a monotone Communicate without being adversarial a 1 a mi CPPSEC20118 - Control access to and exit from premises | Underpinning KnowledgeQuestion 13 Provide examples of personal presentation that @ security officer must ensure are addressed when ing access to premises. ‘A. Clean and tidy B. Appropriately groomed C. Uniform clean, ironed and in good condition D. Professional at all times E. All of the above Question 14 You are a security officer controlling entry to and exit from a premise that has a sign, which states on entry and exit, all bags and vehicles must presented to the security officer for inspection. What must you do before you inspect any vehicle or bag? ‘A. Stand in front of them and point at the sign B, Introduce yourself, ask if you can inspect the vehicle or bag C. Call your supervisor D. Grab them or block the exit of the vehicle ‘Question 15 As a security officer, can you hold @ person against their will if they refuse to present their bag or vehicle? YES or NO Question 16 Nominate one (1) relevant person that you would report a refusal to inspection request to, Answer: The candidate must nominate one (1) relevant person that they would report a refusal to inspection request to. ‘The response must include one (1) of the following: + Supervisor + Line manager + Client + Colleagues Question 17 Incidents must be responded to in accordance with assignment instructions and approved procedures. TRUE or FALSE Question 18 Prohibited and _ hazardous safety _ guidelines and orgai items are dealt with in accordance with _occupational___health _ and _ ational procedures. Question 19, As a security officer controlling entry to and exit from a premises, what occupational health and safety guidelines would you deal with? They may relate to: A. First aid B. Correct manual handling C. Identifying hazards D. All the above CCPPSEC20118 - Control access to and exit from premises | Underpinning KnowledgeOrganisational requirements at a corporate building in the CBD, where you work as a security officer, do not allow visitors to enter the building with a camera. As part of your access control duties, you identify a ‘camera in the handbag of a person seeking to enter the building. What should you do next? A. Tell the person that the camera is prohibited, but they may leave it in the security office and collect it when they depart Refuse entry due to the prohibited article in their possession Call the police Take it off them and tell them to leave pon Question 21 Nominate one (1) relevant persons the security officer reports to about items found during an inspection. Answer: The candidate must nominate one (1) relevant persons the security officer réports to about items found during an inspection. ‘The response must include one (1) of the following: + Clients + Colleagues + Emergency services personnel + Supervisor Question 22 As a security officer controlling entry to and exit from a large factory, you will need to check all vehicles that enter. What must you check before allowing a vehicle to enter the premises? A. Registration of the vehicle B. Manifest C. Driver identification D. All the above Question 23 As a security officer controlling entry to and exit from a premises, you should make sure that all vehicle entry validations are checked, issued and collected in accordance with organisational procedures. TRUE or FALSE Question 24 Different organisations will have different incident reporting procedures. Provide two (2) examples of people you may be required to report to when an incident occurs. ‘Answer: The candidate must provide two (2) examples of people he/ she may be required to report to when an incident occurs. ‘The response must include two (2) ofthe following ‘Supervisor Team leader ‘Management Emergency services Clients Colleagues Question 25 CPPSEC20118 - Control access to and exit from premises | Undery ing Knowledge (le