CUSTOMER

SAFETY OFFICERS
TRAINING 2023
Which job title do you prefer ?
A Security /Safety Officer is a law enforcement agent hired by an organization to guard human life, assets
and property against fire, theft, vandalism, terrorism or any other form of illegal and criminal activities.
1.To maintain order at the location.

2. To secure /protect the location/ company property and interests.

3. Preventing trespassing on the organisation.

4. Investigating crimes or irregularities.

5. Collecting information relating to the organisation.

Duties/ responsibilities conti

➢ In general, a Security officer’s responsibility is to prevent loss of life or property

belonging to the organisation and assure its employees of their safety at all times
whilst on duty.
➢ To act lawfully in defence of life and property
➢ Protect life and property by maintaining a safe and secure environment
➢ Always be vigilant when on duty and observe signs of criminal activity or disorder
➢ Man all access and exit points to the premises and buildings
➢ Conduct periodic random checks of the premises and buildings
➢ Comply with the client needs and regulations
➢ Monitor all Alarm Panels and or CCTV Monitors
➢ Make a note in the OB provided of any and all irregularities or
incidents that occur at the premises being guarded
➢ Access control-checking movements of people and vehicles
within the premises [to be discussed in detail later.
➢ To arrest perpetrators
➢ Emergency duties as specified
➢ Must not leave your post unattended
DOS AND DONTS OF A SECURITY OFFICER/CSO

❖ Must report for duty smartly dressed

❖ Must not sleep on duty

❖ Must follow proper handover/takeover procedures all the

time

❖ Must give necessary assistance to clients if there is need to do

so

❖ Must not report for duty under the influence of alcohol

❖ Must not light fire while on duty

❖ Must not ask for food or money from the client

❖ Never report for duty with dirty uniform

❖ Must not discuss with anyone the business of the company

you are guarding
QUALITIES OF A SECURITY PERSONNEL/CSO

A CUSTOMER SAFETY OFFICER is expected to be:-

a. LOYAL
➢ Undivided loyalty is a condition for security personnel.
➢ By the nature of his/her work the security personnel/guard holds a post of trust and responsibility
which cannot be compared with other workers.
➢ Any part of disloyalty on the part of a security guard represents a partial collapse of security
values in the practice, calling and profession.
➢ The status and image of the security profession is either built or destroyed by the actions of each
individual security guard.
b. Single mindedness.
➢ Whether a security Officer/CSO/guard possesses single mindedness is determined from the way s/he performs his/her duties,
applies loss control measures, exerts his strength and betters his qualifications, knowledge and perceptions and how he applies
himself to the organisation.
c. Knowledge of security
➢ This includes the knowledge of protection of life and property by continuously being exposed to new facts, techniques and security
strategies ETC/.
d. Insight
➢ A security Officer, CSO or guard must understand all the facets of security and be able to make full diagnostics of security
problems.
e. Know how.
➢ Instinct

f. Readiness
Feelings, thoughts actions/reaction must indicate that one is prepared to attend to a security related problem.,
g. Integrity
Sterling character, UNCORRUPTIBLE AND UNBRIBABLE. Egs collusion with money changers, jumping queues
OTHER QUALITIES
• Punctuality

• Literacy

• Intelligence

• Physical fitness

• Mental fitness

• Cooperative Courage

• Alertness

• Self-reliant

• Temperate

• Smartness

• Good judgement

• Confident
d. Insight
➢ A security Officer, CSO or guard must understand all the facets of security and be able to make full diagnostics of security problems.
e. Know how.
➢ Instinct

f. Readiness
Feelings, thoughts actions/reaction must indicate that one is prepared to attend to a security related problem.,
g. Integrity
Sterling character, UNCORRUPTIBLE AND UNBRIBABLE. Egs collusion with money changers, jumping queues
ATTRIBUTES OF A SECURITY PERSONNEL

The CSO requires the following attributes:-

i. The wisdom of Solomon.
ii. The courage of David.
iii. The physical strength of Samson.
iv. The patience of Job
v. The leadership qualities of Moses.
vi. The friendliness and compassion of the Good Samaritan.
vii. The strategy of Alexander the Great.
viii. The faith of Daniel.
ix. The diplomacy of Lincoln
x. The tolerance of the Carpenter of Nazareth.
TYPES OF SECURITY

In Zim there are basically 2 types of security that is:-

1. State Security
2. Private security.
STATE SECURITY
a) Zimbabwe National Army(ZNA) AFZ.Responsible for the defence of the country’s sovereignty
b) Zimbabwe Republic Police(ZRP) Responsible for the maintenance of law and order.( for the law, for the
people….)
c) Zimbabwe Prisons and Correctional Services( Responsible for correctional service in the judiciary system.)
d) Central Intelligence Organisation(CIO) ( Responsible for the State’s security)
PRIVATE SECURITY

This is involved with the protection of commerce and industry and it is composed of:-
i. Private Police- Security units created to protect the institution’s activities, products, property and
workers eg mine compound police, National parks municipal police, National Parks NRZ etc
ii. Commercial security- special companies have been established to provide security services to banks,
factories, mines, homes, institutions,VIP guarding, shops CIT etc. examples include inter alia:- safeguard,
Fawcetts. Securico, Trust Me Security and many other fly by night security companies. The market is almost
flooded.
iii. In house security; Some organizations have created internal security departments to dxeal with their
security matters. SMH security department is headed by the Security Manager Mr Nick Ruddy
 DISTINCTION BETWEEN STATE AND PRIVATE
SECURITY

1. Owned by the State 1. Owned by private companies/individuals

2. Deals with State security. 2. Deals with corporate business
3. Remunerated by the State 3. Paid by companies/ individuals
4. Governed by State Acts , 4. Governed by private Acts or regulations
5. Uniformed/clothed by the State 5. Uniformed/clothed by the company / individual
6. Has higher ranks 6. Depends with the company size
THE OBLIGATIONS OF SECURITY/ SAFETY OFFICER

Security embraces both protection and safety. It also consists of a series of obligations which are:-
a. Business Obligations:- Trade is based on tacit contractual agreement with society to supply the
necessities of life according to accepted norms. The role of security is therefore to ensure that this supply
line and norms are maintained.
b. Morale obligation:- Everyone is obliged to protect life and property in order to ensure orderly survival of
society. It is one of the most crucial functions of security to ensure that preventive measures are put in
place to protect life and property.
c. Social obligations: Patterns of life and the orderly existence of society must be protected. Security
therefore contributes significantly to this noble cause.
1. Vulnerability:-

Vulnerability is relatively a static condition in the enterprise and can be characterized as a safety

weakness. Therefore security measures are steps designed to eliminate or disguise the weakness.

Crime is therefore viewed as interaction between precipitating and predisposing factors.

Vulnerability can be regarded as the precipitating elements in that its existence provides the

potential offender with the opportunity to attack the enterprise(e.g. by way of a crime)

It can be viewed as that which makes the enterprise prone to accidental risks such as natural

disasters.
PURPOSE OF SECURITY

The essence of commercial and industrial security is the protection against existing or potential aggression which
threatens the stability or normal existence of the enterprise. The 3 factors discussed:-
a. Protection:- This is the defence against aggression by means of physical barriers, alarms and guards.
b. Detection:- This is discovering an act at the planning stage or tracing the offender after the act.
c. Defensive action/ Proactive- Putting measures in place to minimize loss or damage, eg insurance to indemnify
the org against losses that is it can be delegated to 3rd parties.
SECURITY MANAGEMENT THEORIES

• Security mgt can be viewed from a number of perspectives as indicated below:-

I. The behaviourist point of view
Proponents of this theory include Mcgregor and Elton Mayo. They advocate that security consists of control
measures and sanctions applied by authorities together with fears of such measures and sanctions. Good
behaviour is encouraged by means of reward.
2.The Functionalist point of view
Proponents include FW Tailor and H. Fayol’ They describe security in its technical, commercial, functional,
accounting and managerial context. They argue that the aim of the security is to protect property and people
against fire, theft and natural disasters such as floods, cyclones etc
They also believe that security also combats risk such as strikes and all social unrest. Fayol says that ;
“…Security is the master’s eye, the watchdog of the one-man, the police or army in the case of the
State…”
Security is generally all the measures conferring safety upon the undertaking and the requisite peace of mind
upon the personnel.
3.The systems approach
Security is a system of integrated relationships in which the desired form of behaviour is encouraged and
promoted by formal structures of relationships themselves

Please note that there are other theories.

PATROLS

TYPES OF PATROLS

• Perimeter patrol

• Area patrol

• Internal building patrol

• External building patrol

PERIMETER PATROL
• Holes breaches in the wall or fence

• Top correction broken or flattened

• Are all warning signs still displayed

• Anything near the perimeter such as drums and ladders

• Signs of digging at the base of the fence

• The general condition of the fence or wall

• Are gates in good order

• Computers

• Telephones /CELLPHONES

• Condition of inside toilets

• Water tapes

• Other property inside the building

EXTERNAL BUILDING PATROL
• Tools and spares left unattended or in unusual places

• Broken window panels

• Doors and windows left not closed or locked

AREA PATROL
• Persons smoking in no smoking zone

• Persons disobeying company regulations

• Expensive materials exposed to bad weather

• Vehicles not permitted in that area or zone

• Unusual materials in the vicinity

• Leaking pipes valves; drums and tanks etc

• INTERNAL BUILDING PATROL

OCCURRENCE BOOK[OB]

• An Occurrence Book (OB) is a security document that we record all events of a security nature that took place
at a location.

• One of the most important books in the control room

USES OF THE OCCURRENCE BOOK (OB)

• The Occurrence Book is used among other things, the following:

• Hand-Over and Take-Over (HOTO) of duties

• Hand-Over and Take-Over keys, instructions or any other equipment

• Patrols carried out during Hand-Over Take-Over of duty during your shift

• Any reports of insecure premises

• Any irregularities observed within the premises during your tour of duty

• Recording of goods or equipment removed by staff or deliveries to the client’s business premises. Details of
any arrests made during your shift including name of accused, address and description of goods stolen.

• Damage to property

• Complaints received
LAYOUT OF AN OCCURENCE Book

• DATE

• TIME

• ENTRY No.

• OCCURENCE/EVENT

• -VISITORS TO BE BOOKED DOWN- IE NAME, ID NUMBER, PURPOSE – CONFIRM WITH THE SCHEDULER/RM , R
& S OR AUDITOR

• ACTION TAKEN/COMMENTS

• SIGNATURE
• All entries are to be made ASAP after the event/s have occurred

• All entries must be in English

• Write neatly and whatever you write must be legible

• It must be a paginated counter book

• No pages to be removed from the ob

• Date and Time: This refers to the exact day and correct time for which the event/s took place .The time should be entered in
the 24hr.format

• Entry No: This refers to the sequence in which events took place and has to be in chronological order

• Occurrence/Events: This refers to a detailed report of what has taken place. It has to be factual and precise

• Comments: This refer to the action taken by either the Guards, Management, Client or the Police.(This column may not always
be completed)

• Signature: This column acts as a sign of acknowledging that indeed all the events/occurrences recorded actually took place

THE IMPORTANCE OF AN OB IN RELATION TO HAND-OVER, TAKE-OVER (HOTO)

• Manning and security continuity of duty at the premise/s

• Accountability purposes

• Tracing purposes in the event that something went missing

• It promotes an aspect of being responsible by the safety/ security Officer.

• One is bound to adhere to given instructions prior to commencement of duty

• It promotes an aspect of time conscience

THANK YOU.
Compiled by

Daniel T Muchimbiri
0773035640
daniel.muchimbiri@mukuru.com
[ SMH Risk and Security Investigator]
[Bachelor of Laws (LLB) UZ
Advanced Diploma In Security Mgt- ZIM
Diploma in Police Studies-UZ)
THE END
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