remote monitoring operations - skills for...
TRANSCRIPT
Remote Monitoring Operations National Occupational Standards
FINAL Version January 2014
Final approved National Occupational Standards
for
Remote Monitoring Operations
January 2014
Remote Monitoring Operations National Occupational Standards
FINAL Version January 2014
Key purpose
The key purpose of Remote Monitoring Operations is to respond to events and
communications from remote monitoring systems, in order to protect life and
property.
Overview
These Standards define the competencies required to carry out the functions
carried out by those who are employed in the Security Search Sector.
The NOS are intended as a high level strategic overview of the competencies
required to fulfil the tasks required in the workplace. The NOS are not designed
to describe specific roles; role definitions are normally based on a number of
the functions and therefore a number of the standards.
There is no expectation, therefore, that a job role would encompass all the
performance requirements across every standard, rather that specific jobs
utilise appropriate standards.
The standards have been devised based on best practice for the definition of
NOS. Each comprises a number of performance criteria which an individual
should demonstrate to be competent in the sector. Each standard also has
underpinning knowledge and understanding, although in the NOS there is not
an immediate and direct relationship between an individual performance
criterion and a knowledge and/or understanding statement; the latter underpin
the whole of the standard.
It should be noted that the approach to working may differ across the four
nations of the UK. The NOS have been written to enable any differences to be
accommodated and to enable different terminology to be applied as
appropriate. However, regardless of the national context, at the heart of work is
to develop, implement and maintain agreed remote monitoring procedures to
enhance the protection of life and property.
Remote Monitoring Operations National Occupational Standards
FINAL Version January 2014
NOS Contents
Technical NOS
Title Activities covered
SFSREM1 Maintain confidentiality and security of
remote monitoring information
Maintain confidentiality and security of remote
monitoring information
SFSREM2 Observe areas using CCTV systems
Prepare to observe areas using CCTV systems
Observe CCTV camera images and react to
incidents
SFSREM3 Maintain security when carrying out
remote monitoring activities
Maintain personal security when carrying out
remote monitoring activities
Maintain company security when carrying out
remote monitoring activities
SFSREM4 Record information within remote
monitoring operations
Ensure completion of documents in line with your
organisational procedures
SFSREM5 Handle remote monitoring activations
Use technology effectively in handling activations
Use effective communication procedures
Review incidents and allocate resources
SFSREM6 Respond to customer issues in the
remote monitoring sector
Gather information on telephone callers’
problems
Propose solutions for telephone callers
Take action to deliver solutions
SFSREM7 Maintain security of remote monitoring
control room and facilities
Arrange for appropriate escorting of visitors
Control entry and exit of control room and
facilities
Maintain control room visitors log
SFSREM8 Maintain the performance of remote
monitoring systems
Identify, create and monitor maintenance
agreements
Agree fault reporting procedure
Arrange for equipment maintenance
Remote Monitoring Operations National Occupational Standards
FINAL Version January 2014
SFSREM9 Oversee incidents identified during
remote monitoring activity
Oversee incidents identified during remote
monitoring activity
SFSREM10 Manage service continuity of remote
monitoring operations
Plan and prepare for service continuity
Manage service continuity of remote monitoring
operations
SFSREM11 Support the testing of remotely
monitored systems
Support the testing of remotely monitored
systems
SFSREM12 Commission remote monitoring
systems Commission remote monitoring systems
Common Core NOS
No Title
SFS 1 Protect yourself from the risk of violence at work
SFS 2 Make sure your own actions reduce risks to health and safety
SFS 3 Promote a healthy and safe culture in the workplace
SFS 4 Communicate effectively with others
SFS 5 Give a positive image of yourself
SFS 8 Develop productive working relationships with colleagues
SFS 9 Develop productive working relationships with colleagues and stakeholders
SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements
SFS 14 Promote equality and value diversity
SFS 16 Assess and address risk to the environment
SFS 18 Produce documents in a business environment
SFS 19 Report writing
Imported NOS
No Title
CFAM&LBA3 Lead your Team
SFSCTV13 Maintain CCTV recording media libraries and preserve potential evidence
SFJDA10 Present information to courts or other hearings
Remote Monitoring Operations National Occupational Standards
FINAL Version January 2014
Signposted NOS
The NOS listed below, from the Management and Leadership suite of NOS developed by Skills CFA have been identified as relevant to the sector. These NOS can be downloaded from the NOS database www.ukstandards.co.uk and then searching on the relevant NOS title
No Title
LAA1 Manage yourself
LAA2 Develop your knowledge, skills and competence
LAA3 Develop and maintain your professional networks
LBA2 Provide leadership in your area of responsibility
LBA3 Lead your team
LBA7 Promote equality of opportunity, diversity and inclusion
LCA1 Identify and evaluate opportunities for innovation and improvement
LCA4 Implement change
LDA1 Plan the workforce
LDA3 Induct individuals into their roles
LDB1 Build teams
LDB2 Allocate work to team members
LDB3 Quality assure work in your team
LDB4 Manage people’s performance at work
LDB5 Manage team communications
LDB6 Support remote/virtual teams
LDB8 Manage conflict in teams
LDB9 Promote staff well being
LDC1 Identify individuals’ learning needs and styles
LDC2 Support individuals’ learning and development
LDC3 Mentor individuals
LDC4 Coach individuals
LDC5 Help individuals address problems affecting their performance
LDD1 Develop and sustain productive working relationships with stakeholders
LDD2 Develop and sustain productive working relationships with stakeholders
LDD3 Develop and sustain productive working relationships with other departments
LDD5 Manage conflict in the broader work environment
LDD7 Represent your area of responsibility in meetings
LEB1 Provide healthy, safe, secure and productive working environments and practices
SFSREM1 Maintain confidentiality and security of remote monitoring information
SFSREM1 Maintain confidentiality and security of remote monitoring information 6
Overview This NOS sets out the skills, knowledge and understanding for you to maintain
confidentiality and security of information in a remote monitoring environment.
The NOS covers the following activities:
1. Maintain confidentiality and security of remote monitoring information
This NOS is for anyone involved with remote monitoring activities, whether at
operator, supervisor or first line manager level within an organisation
SFSREM1 Maintain confidentiality and security of remote monitoring information
SFSREM1 Maintain confidentiality and security of remote monitoring information 7
Performance
criteria
Maintain confidentiality and security of remote monitoring information
You must be able to:
P1 recognise information that is required to be confidential
P2 recognise information that can be shared with authorised persons
P3 inform others of the limits of confidentiality applicable to your role
P4 keep information secure following your organisational procedures
P5 ensure information is provided only to people who are authorised to receive it
P6 take appropriate action to deal with breaches of confidentiality and security of
information
P7 inform relevant people when there is a breach of confidentiality and security of
information
SFSREM1 Maintain confidentiality and security of remote monitoring information
SFSREM1 Maintain confidentiality and security of remote monitoring information 8
Knowledge and
understanding
Maintain confidentiality and security of remote monitoring information
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to the confidentiality and security of information
K2 how and why it is important to maintain the confidentiality and security of
information
K3 how to identify information that must remain secure and confidential
K4 how and why it is important to secure information to ensure confidentiality and
security
K5 where and how information should be stored
K6 your organisational procedures for maintaining safety and security of
information
K7 how and why it is necessary to identify authorised persons
SFSREM1 Maintain confidentiality and security of remote monitoring information
SFSREM1 Maintain confidentiality and security of remote monitoring information 9
Additional information
Glossary
In these National Occupational Standards;
authorised persons are those people who may need to receive information, and
includes but not exclusive to: response services; alarm installers and maintainers;
system owner; end user
relevant people are those who may be required to be informed of breaches of
security, and includes but is not exclusive to: supervisor, line manager
SFSREM1 Maintain confidentiality and security of remote monitoring information
SFSREM1 Maintain confidentiality and security of remote monitoring information 10
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM1
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words security; remote; monitoring; information; confidential
SFSREM2 Observe areas using CCTV systems
SFSREM2 Observe areas using CCTV systems 11
Overview This NOS sets out the skills, knowledge and understanding for you to make best use
of cameras, systems and information in a remote monitoring environment.
This NOS covers the following activities:
1. Prepare to observe areas using CCTV systems
2. Observe CCTV camera images and react to incidents
This NOS is aimed at remote monitoring operators who use CCTV systems to
observe areas and react to incidents
SFSREM2 Observe areas using CCTV systems
SFSREM2 Observe areas using CCTV systems 12
Performance
criteria
Prepare to observe areas using CCTV systems
You must be able to:
P1 confirm that your CCTV equipment is functioning correctly, following your
organisation's instructions and procedures
P2 adjust your equipment and system controls to obtain optimum performance
from the system
P3 identify any faults in system performance and report them to the appropriate
person
P4 organise your work area so that you can work efficiently and safely
P5 make sure your monitor screens are clean to maximise clarity of image
P6 complete required records accurately, legibly and within required timescales
P7 keep your work area clean and hygienic
Observe CCTV camera images and react to incidents
You must be able to:
P8 use CCTV systems and equipment in line with operating instructions and within
legal constraints
P9 where appropriate, recognise activities or incidents that should be recorded
following your organisation's instructions and guidelines
P10 control and use systems to their full operational ability to assess the incident
and provide an appropriate response
P11 interpret information you are given to select the most appropriate cameras and
viewing areas
P12 prioritise multiple incidents in relation to their seriousness or your instructions
P13 interpret and report incidents promptly and calmly to the appropriate person
P14 work with third parties in a way that is effective and efficient
P15 monitor the progress of incidents as required
P16 maintain the confidentiality of information observed and recorded in line with
relevant legislation and codes of practice
P17 complete incident logs accurately, legibly and within required timescales
SFSREM2 Observe areas using CCTV systems
SFSREM2 Observe areas using CCTV systems 13
Knowledge and
understanding
Legislation and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to using CCTV systems
Prepare to observe areas using CCTV systems
You need to know
and understand:
K2 operational instructions and procedures you should follow when preparing to
observe areas using CCTV systems
K3 how to confirm that your equipment is working and what to do if it is not
K4 health and safety guidance relating to good ergonomic practice and the use of
visual display units
K5 how to adjust and use your equipment and system controls to get best
performance, including making the best use of external lighting
K6 the terminology used with CCTV systems and usage
K7 the importance of maintaining a tidy, hygienic work area and how this can
impact on your work efficiency and safety
Observe CCTV camera images and react to incidents
You need to know
and understand:
K8 the local geography of the areas that you observe
K9 the area of coverage of each camera that you use
K10 the operational capabilities and limitations of systems and equipment that you
use
K11 how to use systems to get their best performance, including using real and time
lapse recording
K12 how to prioritise multiple incidents, how to assess incidents that you are
observing, and the appropriate action that you should take
K13 how to maintain effective and efficient working relationships with other third
parties
SFSREM2 Observe areas using CCTV systems
SFSREM2 Observe areas using CCTV systems 14
Additional information
Glossary
In these National Occupational Standards:
equipment that you will use when observing areas will include, but is not
exclusive to: cameras (static and pan-tilt-zoom), screens, system controls,
multiplex cameras and monitors, real and lapse time recorders, lights
systems might be, but is not exclusive to: audio hailing, ptz, access control, pre-
sets, arming and disarming, omitting, testing
records that you need to make may include, but is not exclusive to: incidents,
equipment, duties, access
third parties that you will liaise with during incidents could be, but is not exclusive
to: police, key holders
activities or incidents that you will need to observe will include, but is not
exclusive to: single, multiple, criminal, non-criminal
SFSREM2 Observe areas using CCTV systems
SFSREM2 Observe areas using CCTV systems 15
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM2
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words security; remote; monitoring; CCTV; incidents; equipment
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 16
Overview This NOS sets out the skills, knowledge and understanding for you to maintain both
personal and company security in a remote monitoring environment.
The NOS covers the following activities:
1. Maintain personal security when carrying out remote monitoring activities
2. Maintain company security when carrying out remote monitoring activities
This NOS is aimed at everyone who works in a remote monitoring environment
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 17
Performance
criteria
Maintain personal security when carrying out remote monitoring activities
You must be able to:
P1 respond to and report suspected or actual security issues, following approved
guidelines and procedures
P2 use items of safety equipment in accordance with manufacturer's instructions
P3 comply with your organisation's procedures for the protection, security and
confidentiality of information at all times
P4 be alert, and respond appropriately and promptly to any signs of suspicious or
unusual activity when travelling to or from your place of work and whilst at work
P5 follow company procedures for the use of social media and mobile technology
Maintain company security when carrying out remote monitoring activities
You must be able to:
P6 operate access control systems in line with organisational procedures
P7 operate security equipment in line with organisational procedures
P8 report faults, malfunctions or unacceptable performance in security equipment
promptly to an appropriate person
P9 be alert and respond appropriately and promptly to any signs of unusual or
suspicious behaviour or activity of colleagues, suppliers and persons who are
in the vicinity of your workplace which may compromise the security of the
workplace
P10 take prompt, appropriate and approved action when security issues or
concerns are suspected or identified
P11 comply with your organisation's security and confidentiality procedures at all
times, including data protection, evacuation procedures and business
continuity arrangements
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 18
Knowledge and
understanding
Maintain personal security when carrying out remote monitoring activities
You need to know
and understand:
K1 what you should do in the event of actual or suspected security issues (e.g.
Tiger kidnap; assault etc.), and the reporting and escalation procedures for
your organisation
K2 the methods that criminals use to gather information that may compromise the
safety and security of yourself and your colleagues
K3 the importance of confidentiality and protection of information, and why you
should not divulge work related issues outside the workplace, including
following company procedures for social media and mobile technology
K4 how to use items of personal safety equipment, without endangering yourself
or others
K5 how to recognise signs of unusual or suspicious activity in others, and what
you should do when this is identified
K6 the personal and commercial implications of suspected or actual security
issues
K7 the steps that you can take to protect your own and your family's safety
Maintain company security when carrying out remote monitoring activities
You need to know
and understand:
K8 your organisation's security procedures relating to emergency evacuation plans
and business continuity arrangements
K9 where access control and other security equipment is located and how to
operate it
K10 how and when to check that security equipment is functioning correctly, and
the procedure to follow in the event of a malfunction
K11 how to recognise signs of unusual or suspicious behaviour both inside and
outside the workplace, and the action that you should take when it is identified
K12 your organisation's procedures for dealing with actual or suspected security
issues at your workplace and the action that you should take
K13 the entry and exit procedures for your workplace, to include your responsibility
and authority with regard to opening and closing procedures, and the
limitations on access to secure areas within the workplace
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 19
K14 your organisation's information security procedures
K15 relevant legislation, codes of practice and regulations
K16 the escalation procedures within your organisation in the event of a breach or
potential breach of security
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 20
Additional information
Glossary
suspected or actual security issues: something that compromises, or has the
potential to compromise the safety of yourself, or your colleagues or your family,
and includes, but is not exclusive to: a Tiger kidnap threat, an attack on the
workplace, assault or threatened assault, conspiracy to steal information, any
unusual or suspicious behaviour.
access control systems: these are systems designed to ensure that only
authorised persons are allowed access. Within the remote monitoring
environment these systems can include, but not exclusive to: personal transfer
units, interlock systems, door readers.
safety equipment: items of equipment specifically designed to protect the safety
of people in the workplace and can include, but not exclusive to: panic buttons,
counter-duress alarms, emergency communication equipment.
SFSREM3 Maintain security when carrying out remote monitoring activities
SFSREM3 Maintain security when carrying out remote monitoring activities 21
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM3
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words security; remote; monitoring; suspicious; access; control
SFSREM4 Record information within remote monitoring operations
SFSREM4 Record information within remote monitoring operations 22
Overview This NOS sets out the skills, knowledge and understanding for you to maintain
accurate auditable documentation.
This NOS covers the following activity
1. Ensure completion of documents in line with your organisational procedures
This NOS is aimed at remote monitoring operators who are required to complete
documentation as part of their normal working practices
SFSREM4 Record information within remote monitoring operations
SFSREM4 Record information within remote monitoring operations 23
Performance
criteria
Ensure completion of documents in line with your organisational procedures
You must be able to:
P1 identify essential documentation to be completed relating to remote monitoring
operations
P2 complete all essential documentation accurately and within agreed timescales
whilst following legal guidelines and your organisational procedures
P3 complete all essential documentation in a retrievable format
P4 ensure that the final document meets with the requirements of the person(s)
who requested it or make any amendments accordingly
P5 take prompt and appropriate action to deal with identified gaps in information
P6 ensure that completed documents are only provided to person(s) who are
authorised to receive it
P7 maintain confidentiality and security of information relating to remote
monitoring operations
SFSREM4 Record information within remote monitoring operations
SFSREM4 Record information within remote monitoring operations 24
Knowledge and
understanding
Ensure completion of documents in line with your organisational procedures
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to remote monitoring operations and information security
K2 why it is important to follow legal guidelines and your organisational procedures
when completing documentation
K3 how and why it is important to identify essential documentation to be completed
K4 how and why you should complete essential documentation accurately and
within agreed timescales
K5 why it is important to complete documentation using a retrievable format
K6 the different methods of recording information
K7 how and why you should ensure that the final document is correct and, if not,
what action you should take
K8 what action to take to deal with gaps in information
K9 how and why it is important to confirm who is authorised to receive completed
documents
K10 how and why it is important to maintain confidentiality and security of
information relating to remote monitoring operations
SFSREM4 Record information within remote monitoring operations
SFSREM4 Record information within remote monitoring operations 25
Additional information
Glossary
In these National Occupational Standards;
Documentation: refers to any documents that you may be required to complete
in order to meet audit trails and satisfy operational standards
SFSREM4 Record information within remote monitoring operations
SFSREM4 Record information within remote monitoring operations 26
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM4
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; security; operations; record; information; documents
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 27
Overview This NOS sets out the skills, knowledge and understanding for you to handle remote
monitoring activations. The NOS uses the word ‘activations’, which in some
organisations may be referred to as ‘events’.
The NOS covers the following activities:
1. Use technology effectively in handling activations
2. Use effective communication procedures
3. Review incidents and allocate resources
This NOS is aimed at operators within a remote monitoring centre who deal with
remote monitoring activations as part of their normal work activity
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 28
Performance
criteria
Use technology effectively in handling activations
You must be able to:
P1 log on to the required systems using the correct security procedures
P2 follow the correct operating procedures for the system being used and the type
of activation being received
P3 recognise, and take appropriate action for genuine and false activations
P4 access and analyse activations from relevant devices to identify a potential
distress or duress situation
P5 use relevant technology, when appropriate, to identify the location of the
activation
P6 communicate accurate information to relevant persons, giving due regard to its
priority and sensitivity
P7 use the correct procedures to address problems in sending information
P8 update information onto systems correctly and promptly
P9 identify and report faults in systems promptly and accurately to the relevant
authority
Use effective communication procedures
You must be able to:
P10 communicate in a clear, concise and accurate manner, providing the
information required to deal effectively with activations
P11 communicate at a pace and level appropriate to promoting understanding with
the person with whom you are communicating
P12 remain calm, communicate in a professional manner and retain control of the
communication
P13 use agreed codes and communications procedures accepted by your
organisation
Review incidents and allocate resources
You must be able to: P14 identify and prioritise incidents promptly and correctly, using the appropriate
systems, in line with your organisation's procedures
P15 arrange for the correct resources to be provided, in accordance with your
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 29
assessment of the incident and your organisation's requirements
P16 obtain additional information from the appropriate source when needed in order
to assess the required response
P17 inform the relevant authorities of your actions in line with your organisation's
requirements, where applicable
P18 inform relevant people of the progress of incidents within agreed timescales
and in sufficient detail for their needs
P19 maintain accurate and up to date records of incidents in line with your
organisation's requirements
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 30
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
applicable to your role
K2 your organisation's accepted wording when communicating with callers,
including appropriate codes and when to use them
K3 when to use the different types of questioning of open, closed and probing
questions, depending upon the information being sought and the requirements
of different callers
K4 the importance of effective listening, and how to apply this
K5 techniques which demonstrate that you are listening and which maintain the
callers' effective participation in calls
K6 the principal skills required for effective communication, and how to apply and
adapt these according to the different types of communication and the needs of
different types of caller, and the needs of your organisation
K7 the importance of maintaining a flow of conversation with callers, and
techniques for ensuring that this occurs whilst you update screens and manage
other resources relating to calls
K8 your organisation's procedures and facilities for addressing the needs of callers
with special communications requirements
K9 your levels of responsibility and authority, including when communicating with
emergency services external to your organisation, and to whom to refer when
such levels are exceeded
K10 the importance of time management, and how to apply this effectively in
ensuring effective response to callers
K11 techniques for maintaining control of calls whilst promoting a positive
relationship with callers
K12 your organisation's call handling standards relating to the quality of calls and
the service provided
Use technology effectively in handling activations
You need to know K13 how to use the different communications systems available to you within your
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 31
and understand:
organisation
K14 circumstances when particular communications systems might be preferred to
others
K15 how to operate the functions of different type of technology, including , where
appropriate, audio recording devices and location tracking devices
K16 how to confirm the authenticity of different types of activations and the action
that you should take if you are concerned or suspicious about the information
received
K17 how to recognize the difference between a genuine and false activation and the
factors that might trigger false activations
K18 how to recognise different types of activations, your organisation's procedures
for dealing with the different types and the importance of prompt and effective
action
K19 how to recognise when someone may be in distress or under duress and the
action that you should take
K20 what to do in the event of actual or suspected criminal activity
K21 who to escalate problems with systems and activations to
K22 the different types of systems and relevant industry standards and how to react
appropriately in line with operational procedures
K23 the importance of maintaining accurate, complete and auditable records
Use effective communication procedures
You need to know
and understand:
K24 how to ensure that your communication is clear, concise and accurate
K25 the importance of communicating at an appropriate pace and level in order to
promoted understanding with the person with whom you are communicating
K26 the agreed codes and communication procedures that are used by your
organisation and are known by end users
Review incidents and allocate resources
You need to know
and understand:
K27 the range of services/resources available to you in dealing with incidents
K28 the factors to consider in determining the correct level of response to
incidents/events
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 32
K29 the internal/external authorities which need to be informed of your actions, and
the progress and outcomes of incidents/events, according to the circumstances
of the incidents and the resources that you have arranged
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 33
Additional information
Glossary
In these National Occupational Standards:
type of activations that you may be required to handle includes, but is not
exclusive to: intruder; fire, lift, personal attack, scaffold, industrial, environmental,
lone worker; CCTV, medical, duress, signalling faults, access control, vehicle,
open/close, inhibit, fault, tamper, logistic.
systems might be, but is not exclusive to: audio hailing, ptz, access control, pre-
sets, arming and disarming, omitting, testing.
SFSREM5 Handle remote monitoring activations
SFSREM5 Handle remote monitoring activations 34
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM5
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; CCTV; activations; systems
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 35
Overview This NOS is about dealing with customers via the telephone, normally following a
remote alarm activation, as part of your work activities in a control room or
communications centre in the remote monitoring sector, and covers the following
activities:
1. Gather information on telephone callers’ problems
2. Propose solutions for telephone callers
3. Take action to deliver solutions
This NOS is aimed at operators within remote monitoring centres whose work
involves responding to customer issues as part of their normal work activities
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 36
Performance
criteria
Gather information on telephone callers’ problems
You must be able to:
P1 take responsibility for the call and for addressing the caller's problem
P2 gather all of the information that you need from the caller on the details of the
problem using appropriate questions
P3 identify accurately and acknowledge the problem as perceived by the caller
P4 confirm your understanding of the details of the problem with the caller, on a
regular basis during the call
P5 respond to the caller in a way that minimises concern
P6 meet the levels of service and quality required by your organisation
P7 complete any necessary records accurately and in line with your organisation's
procedures
Propose solutions for telephone callers
You must be able to:
P8 follow all relevant processes and procedures for solutions to the caller's
problem
P9 ensure that the information you provide to the caller regarding possible
solutions is accurate and relevant to their needs
P10 keep the caller informed of developments concerning the problem, where
applicable
P11 take approved actions in line with your organisation's agreed procedures,
where no immediate solution to the callers problem can be agreed
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 37
Take action to deliver solutions
You must be able to: P12 set in motion procedures to solve the caller's problem promptly and accurately
P13 inform relevant people of the progress of incidents within agreed timescales
and in sufficient details for their needs
P14 refer any problems that are outside the limits of your responsibility to the
relevant person
P15 keep the caller informed of the actions you have taken, where applicable
P16 maintain accurate records of your actions in line with your organisation's
procedures
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 38
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
applicable to your role
K2 techniques relating to the identification of customer needs and of identifying
and analysing the nature of problems and complaints
K3 the principal interpersonal skills required for effective telephone communication
and how to apply and adapt these according to the needs of different types of
callers, and the needs of your organisation
K4 your organisation's call handling standards relating to the quality of calls and
the service provided
K5 when to seek advice from others about solutions to customer problems, and
who to ask
K6 your organisation's complaints procedure
K7 your organisation's procedures for dealing with difficult callers
K8 how to develop and maintain constructive and positive relationships with
customers by telephone
K9 key types of customer and their principal respective needs and requirements
K10 your levels of responsibility when addressing problems, and to whom to refer if
these levels are exceeded
K11 the importance of maintaining confidentiality, and your organisation's
requirements regarding what information may be released and to whom
K12 acceptable parameters of working practices to solve customer problems
K13 how to develop and maintain constructive and positive relationships with
customers by telephone
Gather information on telephone callers’ problems
You need to know
and understand:
K14 how to prioritise information based on customer needs
K15 questioning techniques and the circumstances when particular techniques
might be used
K16 methods of communication and when to use these to best effect
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 39
Propose solutions for telephone callers
You need to know
and understand:
K17 how to assess the availability and suitability of resources, and alternative
resources, towards addressing problems
K18 the importance of reaching consensus with others
K19 how functions within your organisation relate to the decision-making process
K20 the importance of informing and consulting others about problems and
proposals, and of encouraging them to offer ideas and views
K21 possible areas of deviation from your organisation's standards and levels of
service
K22 methods of communication and when to use these to best effect
K23 communication strategies that could apply to solving problems for customers
Take action to deliver solutions
You need to know
and understand:
K24 the importance of informing and consulting others about problems and
proposals, and of encouraging them to offer ideas and views
K25 possible areas of deviation from your organisation's standards and levels of
service
K26 methods of communication and when to use these to best effect
K27 communication strategies that could apply to solving problems for customers
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 40
Additional information
Glossary
In these National Occupational Standards:
problems that you may be required to deal with can be, but are not exclusive to:
maintenance issues, genuine and false activations, keyholder information,
emergencies, account details, general enquiries
SFSREM6 Respond to customer issues in the remote monitoring sector
SFSREM6 Respond to customer issues in the remote monitoring sector 41
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM6
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; customers; problems; solutions
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 42
Overview This NOS sets out the skills, knowledge and understanding for providing a safe and
secure remote monitoring control room environment.
This NOS covers the following activities:
1. Arrange for appropriate escorting of visitors
2. Control entry and exit of control room and facilities
3. Maintain control room visitors log
This NOS is aimed at operators, supervisors or first line managers whose
responsibility includes the escorting of visitors and entry and exit to the control room
and remote monitoring facilities
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 43
Performance
criteria
Arrange for appropriate escorting of visitors
You must be able to:
P1 confirm that people visiting the control room and facilities have the required
authority to do so
P2 inform all visitors of the requirement for being escorted in a clear and polite
manner
P3 ensure that you have the required authority to escort visitors
P4 correctly apply company procedures relating to visitors entering the control
room and facilities
P5 complete all necessary documentation accurately and within agreed timescale
P6 maintain confidentiality and security of remote monitoring operations
Control entry and exit of control room and facilities
You must be able to:
P7 confirm persons wishing to access the control room have the appropriate
authorisation to do so
P8 control the issue and return of visitor passes where applicable in line with your
organisational procedures
P9 report promptly to the appropriate person, any incident in which employees or
visitors do not comply with entry requirements
P10 inform visitors of all necessary health and safety procedures relating to the
areas to be visited
P11 ensure that unauthorised removal of equipment or, where appropriate,
evidence does not take place
P12 ensure the area is secure following the entry or exit of an employee or
authorised visitor
P13 maintain confidentiality and security of remote monitoring operations
P14 ensure that facilities are presentable in line with operational procedures and
standards
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 44
Maintain control room visitors log
You must be able to: P15 gather and record relevant information from visitors in an appropriate manner
to allow completion of visitors log and other necessary documentation
P16 ensure that the visitors log is completed in line with your organisational
procedures
P17 secure and store the visitors log following your organisational procedures
P18 maintain confidentiality and security of information relating to the control room
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 45
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to data protection
K2 your organisation's escort procedures relating to the control room and facilities
K3 your organisational procedures for controlling entry to and exit from premises
K4 how and why it is important to maintain confidentiality and security of
information relating to remote monitoring operations
Arrange for appropriate escorting of visitors
You need to know
and understand:
K5 how and why it is important that people visiting your facilities have the required
authority to do so
K6 how and why it is important that all visitors are escorted in line with your
organisational procedures
K7 how and why it is important to complete all necessary documentation
Control entry and exit of control room and facilities
You need to know
and understand:
K8 how and why it is important to be able to recognise the types of identity and
other authority documents that you have to check in order to allow access to
the control room
K9 who is able to authorise visitors to the control room
K10 the process for the issue and return of visitor passes
K11 how to recognise invalid identity documentation
K12 how and whom to report incidents relating to people attempting to enter
premises without the appropriate valid authority
K13 the limits of your authority and responsibility relating to entry and exit
K14 what you should in the event of lost identification or other passes
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 46
Maintain control room visitors log
You need to know
and understand:
K15 what information you need and where to access it
K16 how to make sure information is correct and current
K17 the approved style and format that you should use for written information
K18 how and why it is important to record accurately all relevant information in the
visitors' log to enable identification of visitor and duration of stay
K19 who has access to the completed visitors log and for what purpose
SFSREM7 Maintain security of remote monitoring control room and facilities
SFSREM7 Maintain security of remote monitoring control room and facilities 47
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM7
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; security; systems; operational; requirements; facilities;
operations; visitors
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 48
Overview This NOS sets out the skills, knowledge and understanding for an effective
maintenance regime of remote monitoring systems.
This NOS covers the following activities:
1. Identify, create and monitor maintenance agreements
2. Agree fault reporting procedure
3. Arrange for equipment maintenance
This NOS is aimed at those with managerial responsibility for maintaining the
performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 49
Performance
criteria
Identify, create and monitor maintenance agreements
You must be able to:
P1 identify the different types of equipment that may require maintenance to
ensure the performance of remote monitoring systems
P2 agree and confirm service level arrangements with maintenance contractors to
ensure optimum operational performance of remote monitoring systems is
maintained
P3 confirm with maintenance contractors their understanding of your
organisational requirements
P4 monitor compliance with the agreed contract standard for maintenance
P5 complete required documentation accurately and within agreed timescales
P6 record accurate details of agreements and pass the information to relevant
people who will need the information
P7 monitor and review maintenance agreements
Agree fault reporting procedure
You must be able to:
P8 agree fault reporting system with maintenance contractors to ensure any fault
is reported in an appropriate manner to reduce down time of equipment
P9 identify the different maintenance needs to maintain the performance of remote
monitoring systems
P10 monitor compliance with the agreed contract standard for maintenance
P11 record accurate details of agreements and pass the information to relevant
people who will need the information
P12 determine at what stage which partners, if any, need to be advised of faults
Arrange for equipment maintenance
You must be able to: P13 recognise faults that impact on the performance of remote monitoring systems
P14 report details of the fault to the appropriate maintenance contractor following
approved fault reporting procedures
P15 ensure all details of the fault are logged correctly following your organisational
procedures and safety recommendations
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 50
P16 confirm the reported fault is fixed satisfactorily and within agreed timescales
P17 identify any outstanding works to be completed with set target date for
completion and take appropriate action
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 51
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to maintenance agreements (service level agreements)
K2 current relevant legislation, regulations, codes of practice and guidelines
relating to equipment maintenance
Identify, create and monitor maintenance agreements
You need to know
and understand:
K3 how and why it is important to identify the different equipment that may require
maintenance to ensure the optimum operational performance of remote
monitoring systems
K4 how to identify critical elements of the remote monitoring system
K5 with whom you should agree maintenance level arrangements (service level
agreements)
K6 how and why you should monitor compliance with the agreed contract
K7 why you should maintain accurate details of maintenance agreements
K8 how and why it is important to confirm with maintenance contractors your
organisational requirements
Agree fault reporting procedure
You need to know
and understand:
K9 how and why it is important to identify the different maintenance needs to
maintain the performance of remote monitoring systems
K10 how and why it is important to use different methods when reporting faults
K11 how to present details of faults in a clear manner and in different formats
K12 how and why systems faults may impact on others
Arrange for equipment maintenance
You need to know
and understand:
K13 how and why it is important to recognise when equipment is faulty
K14 how and why you should follow your organisational procedures when reporting
faults
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 52
K15 how to determine the difference between fault maintenance and routine pre-
planned maintenance
K16 how and why you should agree a pre-planned maintenance program
K17 why it is important to identify any outstanding works to be completed and take
appropriate action
K18 how and why you should confirm that a fault is fixed
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 53
Additional information
Glossary
In these National Occupational Standards;
relevant people: someone who may be required to be informed and includes but
is not exclusive to; supervisor, manager, client, law enforcement agencies,
statutory bodies, maintenance company, contractor, service provider, services,
third parties, line manager, suppliers, partners, agencies and staff
SFSREM8 Maintain the performance of remote monitoring systems
SFSREM8 Maintain the performance of remote monitoring systems 54
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM8
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote monitoring; CCTV; security systems; performance; fault; record;
equipment
SFSREM9 Oversee incidents identified during remote monitoring activity
SFSREM9 Oversee incidents identified during remote monitoring activity 55
Overview This NOS sets out the skills, knowledge and understanding for you to oversee
incidents identified during remote monitoring activity, which includes supporting staff,
liaising with third parties and maintaining the security of information. It covers the
following activity:
1. Oversee incidents identified during remote monitoring activity
This NOS is aimed at supervisors or first line managers
SFSREM9 Oversee incidents identified during remote monitoring activity
SFSREM9 Oversee incidents identified during remote monitoring activity 56
Performance
criteria
Oversee incidents identified during remote monitoring activity
You must be able to:
P1 support staff in carrying out their role during an incident
P2 liaise with appropriate services and third parties to ensure incidents are
managed effectively
P3 gather sufficient relevant information from differing sources regarding the
emergency or incident
P4 ensure relevant incident documentation is completed and maintained in line
with operational procedures
P5 ensure an effective system is in place for debriefing of staff and obtaining staff
feedback
P6 ensure staff have access to an appropriate counselling service when
necessary
P7 monitor performance of staff to ensure compliance with operational procedures
P8 identify weaknesses in incident handling procedures and suggest improvement
to relevant persons
P9 maintain security and confidentiality of all information
P10 identify single points of contact with whom to develop and implement an
agreed exchange of information
SFSREM9 Oversee incidents identified during remote monitoring activity
SFSREM9 Oversee incidents identified during remote monitoring activity 57
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current, relevant legislation, regulation, codes of practice and guidelines
relating to storage and access of information
K2 current, relevant legislation, regulation, codes of practice and guidelines
relating to exchange of information
K3 current legislation, regulation, codes of practice and guidelines relating to
storing, accessing and releasing information
K4 operational requirements to meet your organisational requirements
Oversee incident management
You need to know
and understand:
K5 how and why it is important to allocate tasks appropriately to remote monitoring
staff
K6 how and why staff should be supported when carrying out their role during an
incident
K7 how and why it is important to gather sufficient information from different
sources
K8 operational procedures for the completion and maintenance of incident related
documentation
K9 how and why it is important to ensure staff are debriefed and have an
opportunity for providing feedback
K10 why it is important to ensure an appropriate counselling service is in place for
staff as and when needed
K11 how and why it is important to monitor staff performance during emergency and
incidents
K12 how and why it is important to liaise with services and third parties towards the
successful outcome of an incident
SFSREM9 Oversee incidents identified during remote monitoring activity
SFSREM9 Oversee incidents identified during remote monitoring activity 58
Additional information
Glossary
In these National Occupational Standards;
appropriate persons: someone who may need to be informed of an incident and
includes but not exclusive to; authorised persons, line manager, senior manager,
client, building security staff, highways authority, law enforcement agencies,
statutory bodies, contractor, supplier.
emergency or incident: a spontaneous significant event which is likely to be the
result of but not exclusive to; crime, traffic, fire, flood, disaster, bomb, power
failure, building closure, attack and war.
SFSREM9 Oversee incidents identified during remote monitoring activity
SFSREM9 Oversee incidents identified during remote monitoring activity 59
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM9
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; CCTV; security; control; room; incident; management;
supervise; information; storage
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 60
Overview This NOS sets out the skills, knowledge and understanding for you to respond
effectively to emergencies which may affect remote monitoring operations.
This NOS covers the following activities:
1. Plan and prepare for service continuity
2. Manage service continuity of remote monitoring operations
This NOS is for first line managers involved with remote monitoring activities, whose
responsibility includes responding to emergencies, including service continuity
arrangements
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 61
Performance
criteria
Plan and prepare for service continuity
You must be able to:
P1 identify threats that could cause a disruption to service delivery
P2 assess the risk to service delivery based on valid reliable and current
information and data
P3 develop a proposed service continuity strategy commensurate with identified
threat and risk
P4 agree data recovery processes with relevant persons
P5 prepare for access denial to site
P6 ensure casualty, counselling and rehabilitation strategy is in place for when
necessary
P7 maintain confidentiality and security of information relating to service continuity
plans and remote monitoring operations
Manage service continuity of remote monitoring operations
You must be able to:
P8 assess the risk to service delivery based on valid reliable and current
information and data
P9 balance proposed service continuity strategy with your operational
requirements
P10 make sure the scope of threat to remote monitoring operations and the
limitations of the service continuity strategy are understood by relevant persons
P11 determine suitable sufficient resources to support your service continuity
strategy
P12 agree with relevant persons a plan of action
P13 maintain the confidentiality and security of remote monitoring operations
P14 ensure regular training and testing of staff to carry out action plans for
emergencies
P15 carry out evacuation and relocation drills on a regular basis
P16 simulate systems or equipment failure to assess emergency response of staff
P17 carry out regular reviews of action plans, amending as necessary
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 62
Knowledge and
understanding
Legal and organisational requirements
You need to know
and understand:
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to remote monitoring operations
K2 current organisational information protection procedures and measures
Plan and prepare for service continuity
You need to know
and understand:
K3 how and when to activate the service continuity procedures
K4 how and who to contact following system or equipment failure
K5 how and with who to agree data recovery processes
K6 how and why you should carry out regular review of action plans
K7 how and why it is important to maintain confidentiality and security of
information relating to service continuity plans and remote monitoring
operations
K8 how and why it is important to identify threats that could cause disruption to
service delivery
K9 how and why it is important to assess the risk to service delivery
K10 preparation procedures to maintain the security of remote monitoring
operations
K11 why it is important to carry out evacuation and relocation drills on a regular
basis
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 63
Manage service continuity of remote monitoring
You need to know
and understand:
K12 recording and reporting requirements
K13 how and why it is important to identify threats that could cause disruption to
service delivery
K14 how and why it is important to assess the risk to service delivery
K15 why you should develop and balance a proposed service continuity plan
against your operational requirements
K16 the abilities of team members and their individual roles and responsibilities
K17 how and with who to agree a plan of action
K18 why it is important to carry out evacuation and relocation drills on a regular
basis
K19 how and why it is important to ensure regular training and testing of staff
K20 the limitations of your role and your responsibilities regarding service continuity
management
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 64
Additional information
Glossary
In these National Occupational Standards;
emergencies: a spontaneous event which is likely to be the result of but not
exclusive to; crime, traffic, fire, flood, disaster, bomb, power failure, building
closure, attack and war.
relevant persons: someone who may be required to be informed and includes
but is not exclusive to; supervisor, manager, client, law enforcement agencies,
statutory bodies, maintenance company, contractor, service provider, services,
third parties, line manager, suppliers, partners, agencies and staff.
resources: a stock or supply of materials or assets and includes but is not
exclusive to; spares, consumables, staff, alternative location, remote access and
remote interrogation.
SFSREM10 Manage service continuity of remote monitoring operations
SFSREM10 Manage service continuity of remote monitoring operations 65
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM10
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; security; systems; operations; continuity; manage; service
SFSREM11 Support the testing of remotely monitored systems
SFSREM11 Support the testing of remotely monitored systems 66
Overview This NOS sets out the skills, knowledge and understanding for you to carry out
operational tests on systems.
This NOS covers the following activities:
1. Support the testing of remotely monitored systems
This NOS is aimed at remote monitoring operators whose role includes liaising with
service engineers during testing operations
SFSREM11 Support the testing of remotely monitored systems
SFSREM11 Support the testing of remotely monitored systems 67
Performance
criteria
Support the testing of remotely monitored systems
You must be able to:
P1 correctly identify the customer account for which testing is to take place
P2 verify that the person carrying out the test on the system is authorised to do so
P3 place systems into an appropriate test mode when requested to do so
P4 respond appropriately to requests for information during the test process
P5 confirm, with the relevant person, signals received during testing
P6 take appropriate and approved action to deal with problems that may arise
during testing operations
P7 provide confirmation of test activity that conforms with audit trail requirements
P8 take systems out of test mode when requested to do so
SFSREM11 Support the testing of remotely monitored systems
SFSREM11 Support the testing of remotely monitored systems 68
Knowledge and
understanding
Support the testing of remotely monitored systems
You need to know
and understand:
K1 current relevant legislation, regulations, standards and codes of practice
relating to the testing of remote monitoring systems
K2 what information you need to confirm systems are ready to be tested, and from
where you get this information
K3 the procedure for identifying customer accounts for which testing is to take
place
K4 how to ensure that the person carrying out the test activity is authorised to do
so
K5 how to place systems into and out of test mode
K6 information to be communicated regarding signals received during test activity
K7 the information to be recorded of test activity in order to meet audit trail
requirements
K8 what action should be taken to deal with problems that may arise during testing
operations, including the limits of your own responsibility
K9 effective communication methods
SFSREM11 Support the testing of remotely monitored systems
SFSREM11 Support the testing of remotely monitored systems 69
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM11
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words remote; monitoring; security; systems; test; confirm; operation.
SFSREM12 Commission remote monitoring systems
SFSREM12 Commission remote monitoring systems 70
Overview This NOS sets out the skills, knowledge and understanding for you to commission
remote monitoring systems.
This NOS covers the following activities:
1. Commission remote monitoring systems
This NOS is aimed at remote monitoring operators whose responsibility includes
liaising with engineers to commission remote monitoring systems
SFSREM12 Commission remote monitoring systems
SFSREM12 Commission remote monitoring systems 71
Performance
criteria
Commission remote monitoring systems
You must be able to:
P1 commission remote monitoring systems in accordance with the system
specification
P2 ensure that you have all the relevant information you need to commission
systems
P3 cross reference system information with engineer and system specification
documentation to ensure that all information correlates
P4 take appropriate and approved action to deal with any problems that may arise
during commissioning operations
P5 complete commissioning documents in accordance with company procedures
and relevant operating standards
P6 provide confirmation of commissioning activity that conforms with audit trail
requirements
SFSREM12 Commission remote monitoring systems
SFSREM12 Commission remote monitoring systems 72
Knowledge and
understanding
Commission remote monitoring systems
You need to know
and understand:
K1 current relevant legislation, regulations, standards and codes of practice
relating to the commissioning of electronic security systems
K2 what information you need to confirm systems are ready to be commissioned,
and from where you get this information
K3 how to confirm that systems and their performance meet the specification
K4 the operation of the systems that you commission
K5 the processes and procedures you must use to bring systems into operation,
and why you must apply them, including completing commissioning documents
K6 how to communicate and work with other people
K7 what action you can take to deal with problems that arise during commissioning
operations
K8 sufficient relevant transmission and system components theory for you to
interpret the results of the commissioning activity
SFSREM12 Commission remote monitoring systems
SFSREM12 Commission remote monitoring systems 73
Additional information
Glossary
In these National Occupational Standards:
specification: the specific detail of the remote monitoring system containing
design, installation, commissioning or maintenance requirements
systems: a set of components working together as an interconnecting network.
For example (but not exhaustive) new installations, extensions, modifications
SFSREM12 Commission remote monitoring systems
SFSREM12 Commission remote monitoring systems 74
Developed by Skills for Security
Version number 1
Date approved January 2014
Indicative review
date
January 2017
Validity Current
Status Original
Originating
organisation
Skills for Security
Original URN SFSREM12
Relevant
occupations
Elementary Occupations; Elementary Security Occupations
Suite Remote Monitoring Operations
Key words commission; handover; electronic; security; systems; operation; customer;
specification; commissioning; configuration
SFS 1
Protect yourself from the risk of violence at work
SFS 1 - Protect yourself from the risk of violence at work 75
Overview
This standard is about calming a potentially dangerous situation by minimizing
actions or words that may trigger violent behaviour and by showing respect for
people, their property and rights. It is about responding to a situation, trying to
calm it down and, when appropriate, leaving a threatening situation safely. It is
also about reviewing the incident for recording and monitoring purposes.
This unit includes the following activities:
Help to diffuse a potentially violent situation
Review your involvement in the incident
Target Group
This standard is for those who find themselves in a situation at work where
they need to protect themselves.
This standard is imported from the ENTO (formerly the Employment NTO)
suite of standards.
SFS 1
Protect yourself from the risk of violence at work
SFS 1 - Protect yourself from the risk of violence at work 76
Performance criteria You must be able to:
Help to diffuse a potentially violent situation
P1 maintain a calm, reassuring and professional attitude towards those
presenting unacceptable behaviour
P2 maintain a safe distance and avoid physical contact if possible
P3 communicate with those presenting unacceptable behaviour in a way
that: shows respect for them, their property and their rights, is free from
discrimination and oppressive behaviour
P4 keep the situation under review and act to reduce the risks to the safety
of all those affected by the incident
P5 take action to calm the situation which will: not make the situation worse,
follow your organisation’s policy and procedures and your legal
responsibilities, minimise the risk of injury to you and other people
P6 where you are unable to calm the situation down, request assistance
promptly as required by organisational procedures
P7 end contact with those presenting unacceptable behaviour and leave the
situation if the threat to your own safety and that of other people cannot
be effectively managed
P8 explain clearly to the people involved as appropriate: what you will do,
what they should do and the likely consequences if the present situation
continues
You must be able to:
Review your involvement in the incident
P9 review the sequence of events leading up to the incident
P10 discuss with relevant people whether organisational procedures helped
or hindered the incident
P11 complete records in accordance with organisational requirements about:
your actions at the time of the incident, the circumstances and severity of
the incident, the measures taken to protect you and other people, action
taken to try to calm the situation down
P12 assess the organisation’s and your own risk assessment relevant to your
activities and establish their adequacy for dealing with similar incidents
P13 make recommendations to the relevant people for reducing the risk of
further similar incidents
P14 identify areas where you would benefit from training
P15 contribute to good practice by sharing relevant non confidential
information with other people in similar job roles which could help reduce
incidents of violence
P16 make use of available support and advice to help prevent any incident-
related health problems, where appropriate
SFS 1
Protect yourself from the risk of violence at work
SFS 1 - Protect yourself from the risk of violence at work 77
Knowledge and understanding
You need to know and
understand:
Protect yourself from the risk of violence at work
K1 your legal duties for ensuring your well-being, safety and health in the
workplace as explained by relevant legislation for health and safety at
work
K2 your job role, responsibilities and limitations
K3 your own capabilities and limitations in terms of protecting yourself in
potentially violent situations
K4 when it is appropriate and possible to maintain a safe distance and avoid
physical contact
K5 the importance of showing respect for people, their property and rights
and how to do so
K6 how to avoid behaviour or language that may indicate you are being
discriminatory or oppressive
K7 how to interpret simple body language and the importance of
acknowledging other people’s personal space
K8 the importance of remaining alert to triggers of violent behaviour
K9 the importance of planning how you will leave a situation if there is a
physical risk including identifying where the nearest exit routes are
K10 the main signs that a situation could escalate to violent behaviour and
how to recognise these
K11 when to leave the scene of the incident, seek help and safe techniques
for leaving the situation
K12 the types of action and behaviour you can take to calm situations
K13 your organisation’s procedures for dealing with violent behaviour
K14 the importance of having the opportunity to talk to someone about the
incident afterwards
K15 the reports that have to be made and the records that have to be kept
about a potential or actual incident of violence
K16 methods of effective communication
SFS 1
Protect yourself from the risk of violence at work
SFS 1 - Protect yourself from the risk of violence at work 78
Developed by ENTO
Version number 1
Date approved May 2007
Indicative review date
Validity
Status Original
Originating organisation
ENTO
Original URN WRV 2
FM position
Relevant occupations
SFS 2
Make sure your own actions reduce the risks to
health and safety
SFS 2 - Make sure your own actions reduce the risks to health and safety 79
Overview
This standard addresses the health and safety responsibilities for everyone in
your workplace. It describes the competences required to make sure that:
Your own actions do not create any health and safety hazards, you do not
ignore significant risks in your workplace, and you take sensible action to put
things right, including: reporting situations which pose a danger to people in
the workplace and seeking advice.
Fundamental to this unit is an understanding of the terms "hazard", "risk" and
“control”.
This unit includes the following activities:
Identify the hazards and evaluate the risks in your workplace
Reduce the risks to health and safety in your workplace
Target Group
This standard is for everyone at work (whether paid, unpaid, full or part-time).
It is about having an appreciation of significant risks in your workplace,
knowing how to identify and deal with them.
This standard is imported from the ENTO (formerly the Employment NTO)
suite of standards
SFS 2
Make sure your own actions reduce the risks to health and safety
SFS 2 - Make sure your own actions reduce the risks to health and safety 80
Performance criteria You must be able to:
Identify the hazards and evaluate the risks in your workplace
P1 identify which workplace instructions are relevant to your job
P2 identify those working practices in your job which could harm you or
others
P3 identify those aspects of your workplace which could harm you or others
P4 check which of the potentially harmful working practices and aspects of
your workplace present the highest risks to you or to others
P5 deal with hazards in accordance with workplace instructions and legal
requirements
P6 correctly name and locate the people responsible for health and safety in
your workplace
P7 report to the people responsible for health and safety in your workplace
those hazards which present the highest risks
You must be able to:
Reduce the risks to health and safety in your workplace
P8 carry out your work in accordance with your level of competence,
workplace instructions, suppliers or manufacturer’s instructions and legal
requirements
P9 control those health and safety risks within your capability and job
responsibilities
P10 pass on suggestions for reducing risks to health and safety to the
responsible people
P11 make sure your behaviour does not endanger the health and safety of
you or others in your workplace
P12 follow the workplace instructions and suppliers' or manufacturers'
instructions for the safe use of equipment, materials and products
P13 report any differences between workplace instructions and suppliers' or
manufacturers' instructions
P14 make sure that your personal presentation and behaviour at work:
protects the health and safety of you and others, meets any legal
responsibilities, and is in accordance with workplace instructions
P15 make sure you follow environmentally-friendly working practices
SFS 2
Make sure your own actions reduce the risks to health and safety
SFS 2 - Make sure your own actions reduce the risks to health and safety 81
Knowledge and understanding
You need to know and
understand:
Legal and organisational requirements
K1 what “hazards” and “risks” are
K2 your responsibilities and legal duties for health and safety in the
workplace
K3 your responsibilities for health and safety as required by the law covering
your job role
K4 the hazards which exist in your workplace and the safe working practices
which you must follow
K5 the particular health and safety hazards which may be present in your
own job and the precautions you must take
K6 the importance of remaining alert to the presence of hazards in the whole
workplace
K7 the importance of dealing with, or promptly reporting, risks
K8 the responsibilities for health and safety in your job description
K9 the safe working practices for your own job
K10 the responsible people you should report health and safety matters to
K11 where and when to get additional health and safety assistance
K12 your scope and responsibility for controlling risks
K13 workplace instructions for managing risks which you are unable to deal
with
K14 suppliers’ and manufacturers’ instructions for the safe use of equipment,
materials and products which you must follow
K15 the importance of personal presentation in maintaining health and safety
in your workplace
K16 the importance of personal behaviour in maintaining the health and
safety of you and others
K17 the risks to the environment which may be present in your workplace
and/or in your own job
SFS 2
Make sure your own actions reduce the risks to health and safety
SFS 2 - Make sure your own actions reduce the risks to health and safety 82
Developed by ENTO
Version number 1
Date approved May 2007
Indicative review date
Validity
Status Original
Originating organisation
ENTO
Original URN
HSS1
FM position
Relevant occupations
SFS 3
Promote a healthy and safe culture in the
workplace
SFS 3 - Promote a healthy and safe culture in the workplace 83
Overview
This standard is about undertaking the research and planning that is
necessary to develop a positive health and safety culture and involving others
through consultation, communication and presentations. It is also about
encouraging a culture where changes, which may impact on health and safety
instructions, are discussed and resolved with the people responsible for health
and safety matters.
This unit includes the following activities:
Develop plans to promote a health and safety culture in the workplace
Implement plans to promote a health and safety culture in the workplace
Target Group
This standard is for those who have responsibility for encouraging others to
become aware of the importance of following health and safety instructions by
promoting the benefits of doing so.
This standard is imported from the ENTO (formerly the Employment NTO)
suite of standards
SFS 3
Promote a healthy and safe culture in the workplace
SFS 3 - Promote a healthy and safe culture in the workplace 84
Performance criteria You must be able to:
Develop plans to promote a health and safety culture in the workplace
P1 accurately identify where improvements and changes may be necessary
using current sources of information available in the workplace
P2 find out how information on health and safety instructions and regulations
is currently communicated within the workplace
P3 find out the current level of understanding of, and support for, health and
safety instructions and procedures by people at the workplace
P4 base your improvement plans on your findings
P5 concisely describe in your plans those resources which are necessary to
improve the current health and safety culture
P6 include suitable performance measures and review dates in your plans
You must be able to:
Implement plans to promote a health and safety culture in the workplace
P7 present your plans for promoting a health and safety culture to the
appropriate people in a clear and effective manner
P8 identify those people in the workplace who will require information and
advice about the plans to promote a health and safety culture in the
workplace
P9 check that relevant information and advice is provided at an appropriate
time, level and pace
P10 make sure your plans include promoting the advantages and legal
necessities of following health and safety procedures
P11 provide practical opportunities for regular consultation on health and
safety issues and ways of encouraging ideas on good practice
P12 regularly monitor the effectiveness of your plans against agreed
performance measures
P13 identify and review opportunities for further improvements to the health
and safety culture in the workplace
SFS 3
Promote a healthy and safe culture in the workplace
SFS 3 - Promote a healthy and safe culture in the workplace 85
Knowledge and understanding You need to know and
understand:
Promote a healthy and safe culture in the workplace
K1 the employers’ and employees’ main legal responsibilities for health and
safety in the workplace
K2 your responsibilities for health and safety as defined by any specific
legislation covering your job role
K3 how to interpret workplace health and safety data, kept at the workplace
on risk assessment, incidents and complaints, as an indication of the
level of understanding of health and safety within the workplace
K4 the organisation structure and lines of communication
K5 workplace instructions for communicating and consulting with colleagues
and others in the workplace
K6 what hazards may exist in your workplace
K7 the particular health and safety risks which may be present in your own
job role
K8 the particular health and safety risks which may be present in other job
roles
K9 the importance of remaining alert to the presence of hazards in the whole
workplace
K10 the importance of dealing with, or promptly reporting, risks
K11 the work areas and job roles where you are reviewing the current
working practices
K12 workplace requirements for conducting a review of current working
practices
K13 your own capabilities and the scope of your job role
K14 the work areas and people who work there
K15 the information needs of those people in the workplace affected by the
plans
K16 the available information sources on health and safety within the
workplace
K17 the importance of keeping people regularly informed and discussing their
involvement
SFS 3
Promote a healthy and safe culture in the workplace
SFS 3 - Promote a healthy and safe culture in the workplace 86
Developed by ENTO
Version number 1
Date approved
May 2007
Indicative review date
Validity
Status Original
Originating organisation
ENTO
Original URN
HSS4
FM position
Relevant occupations
SFS 4 Communicate effectively with others
SFS 4 - Communicate effectively with others 87
Overview
This standard is about communicating effectively with others – orally, in writing,
using electronic and/or telecommunication and using non-verbal forms of
communication.
The term `others' is used broadly to cover any child, adult, group, community or
agency that workers come into contact with, either directly or indirectly. It
includes members of the public, individuals who are clients of the security
sector, and colleagues in the workplace.
There are two elements:
1 Develop and maintain communication with people
2 Maintain the security of information
Who this standard is for:
This standard is designed to be applicable to everyone who works in the
security sector.
SFS 4 Communicate effectively with others
SFS 4 - Communicate effectively with others 88
Performance criteria You must be able to:
Develop and maintain communication with people
P1 communicate in a manner that is consistent with relevant legislation,
policies and procedures
P2 communicate with people in a form and manner and using language that:
P2.1 is open and respectful of them as individuals
P2.2 is consistent with their level of understanding, culture, background
and preferred ways of communicating
P2.3 is appropriate to the context in which the communication is
taking place
P2.4 promotes equality and values diversity
P3 give people opportunities to check their understanding of the information
you have given them and ask questions
P4 take the appropriate action to reduce any barriers to effective
communication
P5 make records that are accurate, legible and complete, contain only the
information necessary for the record's purpose, and are free from
labelling and discrimination
P6 seek support when you are having difficulty communicating effectively
You must be able to:
Maintain the security of information
P7 comply with legislation, policies and procedures related to the security of
information
P8 disclose information only to those who have the right and need to know it
P9 take the appropriate precautions when communicating confidential or
sensitive information
P10 maintain the security of records when handling and storing them
P11 alert the appropriate person when you think the security of information is
not being maintained or information is being misused
SFS 4 Communicate effectively with others
SFS 4 - Communicate effectively with others 89
Knowledge and understanding
You need to know and understand:
K1 the legislation, organisational policies and procedures that apply to
communication and particularly the security and management of
information
K2 the nature of effective communication (including when you feel confident
communicating and when you do not)
K3 the reasons for effective communication being an essential aspect of
work in the security sector
K4 the barriers to effective communication including:
K4.1 those related to personal differences in: culture, language, gender,
literacy levels, experience, health/illness
K4.2 environmental barriers
K4.3 social barriers
K5 how to modify communication so that the differences between you and
the people you are communicating with are minimised
K6 how to communicate with people in ways which are open to them, show
respect and promote equality and value diversity (non-verbally, orally, in
writing and electronically)
K7 how the context in which communication takes place can affect people’s
ability to understand and communicate
K8 the reasons for checking with people to ensure that they understand the
information you are giving them and allowing them to ask questions
K9 the actions that can be taken to reduce barriers to communication and
how to put them into practice
K10 the nature and purpose of the records you make
K11 the nature of information that might be sensitive and/or confidential and
the subtleties of this
K12 the reasons for records only containing the information that is necessary
for the record’s purpose and being free from labelling and discrimination
K13 the reasons for only disclosing information to those people who have the
right and need to know it and how you identify these people
K14 what the appropriate precautions might be when communicating
information
K15 how to handle and store information securely and safely
K16 the reasons for alerting an appropriate person when you have concerns
about the handling of/misuse of information and who that person might
be on different occasions and in different circumstances
SFS 4 Communicate effectively with others
SFS 4 - Communicate effectively with others 90
Additional Information Scope/range related to performance criteria
Develop and maintain communication with people
1 communication: non-verbal, oral, written, electronic and
telecommunication
2 barriers to effective communication: environmental, personal, social
Maintain the security of information
3 appropriate precautions in relation to: who might overhear or oversee
the information, who might access the information
SFS 4 Communicate effectively with others
SFS 4 - Communicate effectively with others 91
Developed by Skills for Security
Version number 1
Date approved May 2010
Indicative review date
May 2013
Validity Current
Status Original
Originating organisation
Skills for Security
Original URN Unit 4
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite Common Core National Occupational Standards for the Security Sector 2010
Key words Communicate, develop, people, writing, oral, telecommunication
SFS 5 Give a positive image of yourself
SFS 5 - Give a positive image of yourself 92
Overview
This standard is about communicating with customers and giving a positive
impression of yourself whenever you deal with a customer. By doing this you
will also be giving a positive impression of your organisation and the customer
service it provides.
There is one element:
1 Give a positive image of yourself
Who this standard is for
This standard is for those whose work within customer service involves creating
the right impression, responding to others and providing good information.
SFS 5 Give a positive image of yourself
SFS 5 - Give a positive image of yourself 93
Performance criteria You must be able to:
Establish effective rapport with customers
P1 meet your organisation’s standards of appearance and behaviour
P2 greet your customer respectfully and in a friendly manner
P3 communicate with your customer in a way that makes them feel valued
and respected
P4 identify and confirm your customer’s expectations
P5 treat your customer courteously and helpfully at all times
P6 keep your customer informed and reassured
P7 adapt your behaviour to respond effectively to different customer
behaviour
You must be able to:
Respond appropriately to customers P8 respond promptly to a customer seeking assistance
P9 select the most appropriate way of communicating with your customer
P10 check with your customer that you have fully understood their
expectations
P11 respond promptly and positively to your customers’ questions and
comments
P12 allow your customer time to consider your response and give further
explanation when appropriate
You must be able to:
Communicate information to customers P13 quickly locate information that will help your customer
P14 give your customer the information they need about the services or
products offered by your organisation
P15 recognise information that your customer might find complicated and
check whether they fully understand
P16 explain clearly to your customer any reasons why their needs or
expectations cannot be met
SFS 5 Give a positive image of yourself
SFS 5 - Give a positive image of yourself 94
Knowledge and understanding You need to know and understand:
K1 your organisation’s standards for appearance and behaviour
K2 your organisation’s guidelines for how to recognise what your customer
wants and respond appropriately
K3 your organisation’s rules and procedures regarding the methods of
communication you use
K4 how to recognise when a customer is angry or confused
K5 your organisation’s standards for timeliness in responding to customer
questions and requests for information
SFS 5 Give a positive image of yourself
SFS 5 - Give a positive image of yourself 95
Developed by Skills for Security
Version number 1
Date approved May 2010
Indicative review date
May 2013
Validity Current
Status Original
Originating organisation
Skills for Security
Original URN Unit 5
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite Common Core National Occupational Standards for the Security Sector 2010
Key words Image, positive, communicating, impression
SFS 8
Develop productive working relationships with
colleagues
SFS 8 - Develop productive working relationships with colleagues 96
Overview
This standard is about developing working relationships with colleagues, within
your own organisation and within other organisations that are productive in
terms of supporting and delivering your work and that of the overall
organisation.
‘Colleagues’ are any people you are expected to work with, whether they are
at a similar position or in other positions, including your manager.
This unit includes the following activity:
Develop productive working relationships with colleagues
Target Group
Colleagues, within your own organisation and within other organisations that
are productive in terms of supporting and delivering your work and that of the
overall organisation.
This standard is imported from the Management Standards Centre (MSC)
suite of standards where it appears as Unit D1.
SFS 8
Develop productive working relationships with colleagues
SFS 8 - Develop productive working relationships with colleagues 97
Performance criteria You must be able to:
Develop productive working relationships with colleagues
P1 establish working relationships with all colleagues who are relevant to the
work being carried out
P2 recognise, agree and respect the roles and responsibilities of colleagues
and, particularly in situations of matrix management, and their managers’
requirements
P3 understand and take account of the priorities, expectations, and authority
of colleagues in decisions and actions
P4 create an environment of trust and mutual respect where you have no
authority, or shared authority, over those you are working with
P5 understand difficult situations and issues from your colleague’s
perspective and provide support, where necessary, to move things
forward
P6 fulfil agreements made with colleagues and let them know
P7 advise colleagues promptly of any difficulties or where it will be
impossible to fulfil agreements
P8 identify and sort out conflicts of interest and disagreements with
colleagues in ways that minimise damage to the work being carried out
P9 exchange information and resources with colleagues to make sure that
all parties can work effectively
P10 provide feedback to colleagues on their performance and seek feedback
from colleagues on your own performance in order to identify areas for
improvement
SFS 8
Develop productive working relationships with colleagues
SFS 8 - Develop productive working relationships with colleagues 98
Knowledge and understanding
You need to know and
understand:
General knowledge and understanding
K1 the benefits of developing productive working relationships with
colleagues
K2 the importance of creating an environment of trust and mutual respect
where you have no authority, or shared authority, over those you are
working with
K3 the importance of understanding difficult situations and issues from your
colleague’s perspective and providing support, where necessary, to
move things forward
K4 principles of effective communication and how to apply them in order to
communicate effectively with colleagues
K5 how to identify disagreements with colleagues and the techniques for
sorting them out
K6 how to identify conflicts of interest with colleagues and the measures that
can be used to manage or remove them
K7 how to take account of diversity and inclusion issues when developing
working relationships with colleagues
K8 the importance of exchanging information and resources with colleagues
K9 how to get and make use of feedback on your performance from
colleagues
K10 how to provide colleagues with useful feedback on their performance
You need to know and
understand:
Security specific knowledge and understanding
K11 regulations and codes of practice that apply in your area of security
K12 standards of behaviour and performance in your area of security
K13 the working culture in your area of security
You need to know and
understand:
Context specific knowledge and understanding
K14 current and future work being carried out
K15 colleagues who are relevant to the work being carried out, their work
roles and responsibilities
K16 processes within the organisation for making decisions
K17 line management responsibilities and relationships within the
organisation
K18 the organisation’s values and culture
K19 power, influence and politics within the organisation
K20 standards of behaviour and performance expected in the organisation
K21 information and resources that different colleagues might need
K22 agreements with colleagues
SFS 8
Develop productive working relationships with colleagues
SFS 8 - Develop productive working relationships with colleagues 99
Developed by Management Standards Centre
Version number 1
Date approved
April 2009
Indicative review date
Validity
Status Original
Originating organisation
Management Standards Centre
Original URN
D1
FM position
Relevant occupations
SFS 9
Develop productive working relationships with
colleagues and stakeholders
SFS 9 - Develop productive working relationships with colleagues and stakeholders 100
Overview
This standard is about developing productive working relationships with
colleagues, within your own organisation and within other organisations with
which your organisation works, and with identified stakeholders.
It involves being aware of the roles, responsibilities, interests and concerns of
colleagues and stakeholders and working with and supporting them in various
ways. The need to monitor and review the effectiveness of working
relationships with colleagues and stakeholders is also a key requirement of
this unit.
‘Colleagues’ are any people you are expected to work with, whether they are
at a similar position or in other positions in terms of level of responsibility,
including your manager.
For the purpose of this unit, ‘Stakeholders’ refers to individuals or
organisations that have a material, legal or political interest in or who may be
affected by the activities and performance of your organisation.
This standard is imported from the Management Standards Centre (MSC)
Management and Learning suite of standards where it appears as Unit D2.
This unit includes the following activity:
Develop productive working relationships with colleagues and stakeholders
Target Group
Colleagues, within your own organisation and within other organisations with
which your organisation works, and with identified stakeholders.
This standard is imported from the Management Standards Centre (MSC)
Management and Learning suite of standards where it appears as Unit D2.
SFS 9
Develop productive working relationships with colleagues and
stakeholders
SFS 9 - Develop productive working relationships with colleagues and stakeholders 101
Performance criteria You must be able to:
Develop productive working relationships with colleagues and
stakeholders
P1 identify stakeholders and the background to and nature of their interest in
the activities and performance of the organisation
P2 establish working relationships with relevant colleagues and stakeholders
P3 recognise and respect the roles, responsibilities, interests and concerns
of colleagues and stakeholders and particularly in situations of matrix
management, and their managers’ requirements
P4 create an environment of trust and mutual respect where you have no
authority, or share authority, over those you are working with
P5 understand difficult situations and issues from your colleague’s
perspective and provide support, where necessary, to move things
forward
P6 provide colleagues and stakeholders with appropriate information to
enable them to perform effectively
P7 consult colleagues and stakeholders in relation to key decisions and
activities and take account of their views, including their priorities,
expectations and attitudes to potential risks
P8 fulfil agreements made with colleagues and stakeholders and let them
know
P9 advise colleagues and stakeholders promptly of any difficulties or where
it will be impossible to fulfil agreements
P10 identify and sort out conflicts of interest and disagreements with
colleagues and stakeholders in ways that minimise damage to work and
activities and to the individuals and organisations involved
P11 monitor and review the effectiveness of working relationships with
colleagues and stakeholders, seeking and providing feedback, in order to
identify areas for improvement
P12 monitor wider developments in order to identify issues of potential
interest or concern to stakeholders in the future and to identify new
stakeholders
SFS 9
Develop productive working relationships with colleagues and
stakeholders
SFS 9 - Develop productive working relationships with colleagues and stakeholders 102
Knowledge and understanding
You need to know and
understand:
General knowledge and understanding
K1 the benefits of developing productive working relationships with
colleagues and stakeholders
K2 different types of stakeholders and key principles which underpin the
‘stakeholder’ concept
K3 how to identify your organisation’s stakeholders, including background
information and the nature of their interest in your organisation
K4 principles of effective communication and how to apply them in order to
communicate effectively with colleagues and stakeholders
K5 why it is important to recognise and respect the roles, responsibilities,
interests and concerns of colleagues and stakeholders
K6 the importance of creating an environment of trust and mutual respect
where you have no authority, or shared authority, over those you are
working with
K7 the importance of understanding difficult situations and issues from your
colleague’s perspective and providing support, where necessary, to
move things forward
K8 how to identify and meet the information needs of colleagues and
stakeholders
K9 what information it is appropriate to provide to colleagues and
stakeholders and the factors that need to be taken into consideration
K10 how to consult with colleagues and stakeholders in relation to key
decisions and activities
K11 the importance of taking account, and being seen to take account, of the
views of colleagues and stakeholders, particularly in relation to their
priorities, expectations and attitudes to potential risks
K12 why communication with colleagues and stakeholders on fulfilment of
agreements or any problems affecting or preventing fulfilment is
important
K13 how to identify conflicts of interest with colleagues and stakeholders and
the techniques that can be used to manage or remove them
K14 how to identify disagreements with colleagues and stakeholders and the
techniques for sorting them out
K15 the damage with conflicts of interest and disagreements with colleagues
and stakeholders can cause to individuals and organisations
K16 how to take account of diversity issues when developing working
relationships with colleagues and stakeholders
K17 how to recognise and take account of political issues when dealing with
colleagues and stakeholders
K18 how to manage the expectations of colleagues and stakeholders
K19 how to monitor and review the effectiveness of working relationships with
colleagues and stakeholders
K20 how to get and make effective use of feedback on the effectiveness of
working relationships from colleagues and stakeholders
SFS 9
Develop productive working relationships with colleagues and
stakeholders
SFS 9 - Develop productive working relationships with colleagues and stakeholders 103
K21 how to provide colleagues and stakeholders with useful feedback on the
effectiveness of working relationships
K22 the importance of monitoring wider developments in relation to
stakeholders and how to do so effectively
You need to know and
understand:
Security specific knowledge and understanding
K23 current and emerging political, economic, social, technological,
environmental and legal developments in your area within security
K24 legislation, regulations, guidelines and codes of practice relevant to your
area of security
K25 standards of behaviour and performance in your area of security
K26 the culture of your area of security
K27 developments, issues and concerns of importance to stakeholders in
your area of security
You need to know and
understand:
Context specific knowledge and understanding
K28 the vision, values, objectives, plans, structure and culture of your
organisation
K29 relevant colleagues, their work roles and responsibilities
K30 identified stakeholders, their background and interest in the activities and
performance of the organisation
K31 agreements with colleagues and stakeholders
K32 the identified information needs of colleagues and stakeholders
K33 mechanisms for consulting with colleagues and stakeholders on key
decisions and activities
K34 the organisation’s planning and decision making processes
K35 mechanisms for communicating with colleagues and stakeholders
K36 power, influence and politics within the organisation
K37 standards of behaviour and performance that are expected in the
organisation
K38 mechanisms in place for monitoring and reviewing the effectiveness of
working relationships with colleagues and stakeholders
SFS 9
Develop productive working relationships with colleagues and
stakeholders
SFS 9 - Develop productive working relationships with colleagues and stakeholders 104
Developed by Management Standards Centre
Version number 1
Date approved
April 2009
Indicative review date
Validity
Status Original
Originating organisation
Management Standards Centre
Original URN
D2
FM position
Relevant occupations
SFS 11
Ensure compliance with legal, regulatory, ethical
and social requirements
SFS 11 - Ensure compliance with legal, regulatory, ethical and social requirements 105
Overview
Organisations must show that they act responsibly in relation to their staff,
customers, investors and the communities in which they work. All types of
organisations must obey the law in key areas such as health and safety,
employment, finance and company law. Many organisations also have to work
within specific regulations for their industry and ethical frameworks.
Organisations who want to maintain a good reputation also have to take
account of the views of people in their communities on a whole range of issues
such as the environment and other ways in which the organisation affects
people’s quality of life.
This unit includes the following activity:
Ensure compliance with legal, regulatory, ethical and social requirements
Target Group
Responsible organisations. All types of organisations must obey the law in key
areas such as health and safety, employment, finance and company law.
This standard is imported from the Management Standards Centre (MSC)
Management and Leadership suite of standards where it appears as Unit B8.
SFS 11
Ensure compliance with legal, regulatory, ethical and social
requirements
SFS 11 - Ensure compliance with legal, regulatory, ethical and social requirements 106
Performance criteria You must be able to:
Ensure compliance with legal, regulatory, ethical and social
requirements
P1 monitor the relevant national and international legal, regulatory, ethical
and social requirements and the effect they have on your area of
responsibility, including what will happen if you don’t meet them
P2 develop effective policies and procedures to make sure your organisation
meets all the necessary requirements
P3 make sure relevant people have a clear understanding of the policies and
procedures and the importance of putting them into practice
P4 monitor the way policies and procedures are put into practice and provide
support
P5 encourage a climate of openness about meeting and not meeting the
requirements
P6 identify and correct any failures to meet the requirements
P7 identify reasons for not meeting requirements and adjust the policies and
procedures to reduce the likelihood of failures in the future
P8 provide full reports about any failures to meet the requirements to the
relevant stakeholders
SFS 11
Ensure compliance with legal, regulatory, ethical and social
requirements
SFS 11 - Ensure compliance with legal, regulatory, ethical and social requirements 107
Knowledge and understanding
You need to know and
understand:
General knowledge and understanding
K1 the importance of having an ethical and value-based approach to
governance and how to put this into practice
K2 relevant legal requirements governing the running of organisations
K3 current and emerging social attitudes to management and leadership
practice and the importance of being sensitive to these
You need to know and
understand:
Security specific knowledge and understanding
K4 legal, regulatory and ethical requirements in your sector both national
and international
K5 procedures to follow if you do not meet the requirements
K6 particular current and emerging social concerns and expectations that
are relevant to your sector
K7 ways in which other organisations deal with current and emerging social
concerns and expectations
You need to know and
understand:
Context specific knowledge and understanding
K8 the culture and values of your organisation and what effect they have on
corporate governance
K9 policies and procedures that make sure people meet the requirements
K10 the processes for maintaining the relevant policies and procedures and
making sure they continue to be effective and sustainable
K11 the different ways in which people may not meet the requirements and
the risks of these actually happening
K12 the procedures for dealing with people who do not meet the
requirements, including requirements for reporting
SFS 11
Ensure compliance with legal, regulatory, ethical and social
requirements
SFS 11 - Ensure compliance with legal, regulatory, ethical and social requirements 108
Developed by Management Standards Centre
Version number 1
Date approved
April 2009
Indicative review date
Validity
Status Original
Originating organisation
Management Standards Centre
Original URN
B8
FM position
Relevant occupations
SFS 14 Promote equality and value diversity
SFS 14 - Promote equality and value diversity 109
Overview
This standard is about promoting equality and valuing the diversity of people.
This is an essential aspect of all jobs in the security sector and is appropriate to
people working at all levels and in all posts. It should form the basis of
everything that any worker in the sector does.
The term `people' is used broadly to cover any child, adult, group, community
or agency that workers come into contact with, either directly or indirectly. It
includes members of the public, individuals who are clients of the security
sector, and colleagues in the workplace.
There is one element:
1 Promote equality and value diversity
This standard is designed to be applicable to everyone who works in the
security sector at every level of work.
SFS 14 Promote equality and value diversity
SFS 14 - Promote equality and value diversity 110
Performance criteria You must be able to:
P1 act in accordance with legislation, employment regulations and policies,
and codes of practice related to promoting equality and valuing diversity
P2 act in ways that:
P2.1 acknowledge and recognise individuals’ background and beliefs
P2.2 respect diversity
P2.3 value people as individuals
P2.4 do not discriminate against people
P3 provide individuals with the information they need to make informed
decisions about exercising their rights
P4 provide information in a format appropriate to the individual
P5 take account of how your behaviour affects individuals and their
experience of your organisation’s culture and approach
P6 seek feedback from individuals on your behaviour and use this to
improve what you do in the future
P7 challenge people when they are not promoting equality and valuing
diversity
P8 actively help others to promote equality and value diversity
P9 seek support from appropriate sources when you are having difficulty
understanding how to promote equality and value diversity
SFS 14 Promote equality and value diversity
SFS 14 - Promote equality and value diversity 111
Knowledge and understanding You need to know and understand:
K1 the legislation, employment regulations and policies, and codes of
practice that apply to the promotion of equality and diversity and how
you need to apply these
K2 the benefits of diversity and the promotion of equality
K3 the wide variety of forms that discrimination may take and how these
manifest themselves
K4 how inequality and discrimination affects individuals, groups and
communities and society as a whole
K5 why the promotion of equality and valuing of diversity is of vital
importance if you are to work effectively in the security sector
K6 what the promotion of equality and valuing of diversity means to you in
your day-to-day work
K7 how you can promote equality and diversity whilst protecting people from
the risk of harm
K8 your own areas for personal growth in relation to promoting equality and
valuing diversity and how this will benefit you as an individual
K9 the effect of cultural differences on verbal and non-verbal
communication
K10 how to behave and communicate in ways that:
P10.1 support equality and diversity
P10.2 do not exclude or offend people
P10.3 challenge discrimination effectively
P10.4 respect individuals’ differences
P10.5 do not abuse the status and power that you have
K11 how your behaviour contributes to your organisation’s culture and your
responsibility for developing a positive culture for all
K12 how joint working with other agencies and workers can help in the
promotion of diversity
K13 how to provide the information that individuals are entitled to receive and
ensure it is clear and helpful
K14 the actions (yours and other’s) that undermine equality and diversity and
what to do about this (including when these people are senior to you)
K15 what to do about systems and structures when they do not promote
equality and value diversity
K16 the actions you can take to help other people promote equality and value
diversity and how to do this effectively
K17 the actions you can take to value the people you are interacting with and
enable them to interact with you
K18 why you should seek support when you are having difficulty promoting
equality and valuing diversity, where this support can be gained and how
to use it effectively
SFS 14 Promote equality and value diversity
SFS 14 - Promote equality and value diversity 112
Additional Information Scope/range related to performance criteria
1 help others by: supporting them when they are promoting equality and
valuing diversity, sharing information about how to promote equality and
value diversity
SFS 14 Promote equality and value diversity
SFS 14 - Promote equality and value diversity 113
Developed by Skills for Security
Version number 1
Date approved May 2010
Indicative review date
May 2013
Validity Current
Status Original
Originating organisation
Skills for Security
Original URN Unit 14
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite Common Core National Occupational Standards for the Security Sector 2010
Key words Equality, diversity, promotion, value, people
SFS 16 Assess and address risk to the environment
SFS 16 - Assess and address risk to the environment 114
Overview
This standard addresses the responsibilities of everyone at work for
minimising risks to the environment as a result of work activities. It describes
the competences required to make sure that
1 your own actions do not increase risk to the environment
2 you do not ignore significant risks to the environment and
3 you take sensible action to put things right, including reporting risks, and
seeking advice
There is one element: 1 Assess and address risk to the environment Who this standard is for: This standard is for everyone at work (whether paid, unpaid, full or part-time). It is about maintaining good practice in day to day work activities by identifying the risks, minimising the risks and using resources responsibly.
SFS 16 Assess and address risk to the environment
SFS 16 - Assess and address risk to the environment 115
Performance criteria You must be able to:
Identify the risks to the environment arising as a result of workplace
activities
P1 identify the people in the workplace to whom you should report
environmental matters
P2 make sure you are up-to-date on environmentally-friendly working
practices which are relevant to your workplace
P3 identify any current working practices in your job role which could cause
harm to the environment
P4 identify any materials, products or equipment used in any part of your
job role which could cause harm to the environment
P5 report any differences between legal regulations and workplace
instructions and the actual use of materials or products hazardous to the
environment
P6 promptly report to the people responsible for environmental matters the
hazards which present high risks
You must be able to:
Minimise risks to the environment arising as a result of workplace
activities
P7 follow the relevant legal requirements and workplace environmental
instructions for your job role
P8 within your capability and the scope of your job responsibilities, control
the
P9 environmental hazards
P10 promptly report risks to the environment that you are unable to deal with
P11 pass on any suggestions for limiting risks to the environment to the
responsible person
P12 follow suppliers’, manufacturers’ and workplace instructions for the safe
use and storage of materials, products and equipment
P13 follow the correct instructions for handling materials and products which
can be hazardous to the environment
P14 follow the correct instructions for disposing of materials and products
which can be hazardous to the environment
SFS 16 Assess and address risk to the environment
SFS 16 - Assess and address risk to the environment 116
Knowledge and understanding You need to know and understand:
K1 the legislation relating to environmental matters which affect your
workplace
K2 your responsibilities for the environment as defined by any specific
legislation covering your job role
K3 the particular risks to the environment which may be present in your
workplace and/or in your own job role
K4 how to use resources and materials effectively and efficiently
K5 the importance of remaining alert to the presence of hazards to the
environment in the whole work place
K6 the importance of dealing with, or promptly reporting, risks to the
environment
K7 the substances and processes categorised as hazardous to the
environment
K8 workplace instructions, precautions and procedures relating to the
control of risks to the environment
K9 the responsibilities for items (materials/equipment) which can be
hazardous to the environment detailed in your job description
K10 the responsible people to whom to report environmental matters
K11 the specific workplace environmental instructions covering your job role
K12 suppliers’, manufacturers’ and workplace instructions for the use of
equipment, materials and products which can be hazardous to the
environment
K13 working practices for your own job role
K14 correct handling instructions for materials which can be hazardous to the
environment
K15 your responsibility for controlling hazards to the environment
K16 workplace instructions for handling hazards to the environment which
you are unable to deal with
SFS 16 Assess and address risk to the environment
SFS 16 - Assess and address risk to the environment 117
Developed by Skills for Security
Version number 1
Date approved May 2010
Indicative review date
May 2013
Validity Current
Status Original
Originating organisation
Skills for Security
Original URN Unit 16
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite Common Core National Occupational Standards for the Security Sector 2010
Key words Risk, environment, actions, report, seek, advice
SFS 18
Produce documents in a business environment
SFS 18 - Produce documents in a business environment 118
Overview
This unit sets out the skills, knowledge and understanding for you to produce
documents as per your company requirements.
This unit includes the following activity:
Produce documents in a business environment
Target Group
This standard applies to individuals required to produce documents as per
their company requirements.
This unit has been imported from the Council for Administration, where it
appears as unit BAA211.
SFS 18
Produce documents in a business environment
SFS 18 - Produce documents in a business environment 119
Performance criteria
You must be able to:
Produce documents in a business environment
P1 confirm the purpose, content, style and deadlines for the document
P2 prepare the required resources
P3 organise the required content
P4 use available technology appropriate to the document being produced
P5 produce the document in the agreed style
P6 integrate non-text objects in the agreed lay-out, where required
P7 check for accuracy, edit and correct text as necessary
P8 clarify document requirements when necessary
P9 store the document safely and securely in approved locations
SFS 18
Produce documents in a business environment
SFS 18 - Produce documents in a business environment 120
Knowledge and understanding
You need to know and
understand:
Produce documents in a business environment
K1 the purpose and benefits of producing high quality and attractive
documents
K2 the different types of documents that may be designed and produced
and the document styles could be used
K3 the different formats in which the text may be presented
K4 the purpose and benefits of agreeing the purpose, content, style, quality
standards and deadline for production of the document
K5 the different types of technology available for inputting, formatting and
editing text and their main features
K6 the types of resources needed to produce high quality and attractive
documents
K7 how to organise content needed for the document
K8 how to integrate and lay out text and non-text objects
K9 how to check for accuracy and correctness – including spelling, grammar
and punctuation and the purpose of doing this
K10 the purpose of storing the document safely and securely and how to do
so
K11 the purpose of confidentiality and data protection
K12 the purpose and benefits of meeting deadlines
SFS 18
Produce documents in a business environment
SFS 18 - Produce documents in a business environment 121
Developed by Council for Administration
Version number 1
Date approved
April 2010
Indicative review date
Validity
Status Original
Originating organisation
Skills for Security
Original URN
BAA211
FM position
Relevant occupations
SFS 19
Report writing
SFS 19 - Report writing 122
Overview
This standard is about showing that you can produce varied text to carry out a
range of social tasks. You can, for example; produce a range of business
correspondence, structure and produce reports, expressing both facts and
opinions, or produce operating instructions for familiar pieces of equipment
You can produce text of varying lengths and adapt your style of writing as
appropriate to the subject and readers. Your formal writing is for most part
technically accurate. Any errors you make do not interfere with the reader’s
overall understanding.
This unit includes the following activity:
Report writing
Target Group
This standard applies to individuals required to produce documents as per
their company requirements.
This unit has been imported from an approved Pro Skills suite of standards,
where it appears as unit AG21.
SFS 19
Report writing
SFS 19 - Report writing 123
Performance criteria
You must be able to:
Report writing
P1 use a variety of expressions and sentence structures to provide factual
information
P2 use a variety of expressions and sentence structures to give instructions
or advice
P3 use a variety of expressions and sentence structures to make enquiries
P4 use a variety of expressions and sentence structures to express opinions
P5 modify language and register as appropriate to the context and you
relationship with the readers
SFS 19
Report writing
SFS 19 - Report writing 124
Knowledge and understanding
You need to know and
understand:
Report writing
K1 use a wide variety of work-related and social vocabulary
K2 use a range of polite forms of address, greeting and leave-taking and
expressions of gratitude, regret, apology, annoyance
K3 use some less commonly used, technical terms relevant to your area of
work
K4 use numerical data
K5 use a range of structures using the infinitive (or other basic verb root)
form, where appropriate to the language
K6 use the present, past, future and conditional aspects, where appropriate
to the language
K7 use commonly used sentence structures in their positive, negative,
imperative and interrogation forms
K8 use a range of linking language, e.g. ‘although’, ‘provided that…’
K9 use alternative terms and structures which modify register for different
audiences and contexts
K10 use reference sources (e.g. glossaries, dictionaries) to clarify and
confirm meaning as necessary
SFS 19
Report writing
SFS 19 - Report writing 125
Developed by Proskills
Version number 1
Date approved
June 2009
Indicative review date
Validity
Status Original
Originating organisation
Skills for Security
Original URN
AG21
FM position
Relevant occupations
CFAM&LBA3 Lead your team
CFAM&LBA3 Lead your team 1
Overview
This NOS is about providing direction to the members of your team and
motivating and supporting them to achieve both team objectives and their
individual work objectives.
It is relevant to team leaders, project managers and other managers who are
responsible for leading teams. CFAM&LBA1 Lead your organisation and
CFAM&LBA2 Provide leadership in your area of responsibility are
complementary standards for managers with wider responsibility.
This NOS links to a number of other standards in the key area DB Manage
teams and also to CFAM&LFA5 Manage projects.
This NOS is imported from Skills CFA where it appears as CFAM&LBA3 in the
Management and Leadership suite.
CFAM&LBA3 Lead your team
CFAM&LBA3 Lead your team 127
Performance criteria You must be able to:
P8 Clearly communicate the purpose and objectives of the team to all
members.
P9 Involve members in planning how the team will achieve its objectives.
P10 Ensure that each member of the team has individual work objectives and
understands how these contribute to achieving the objectives of the team
and the organisation as a whole.
P11 Encourage and support team members to achieve their individual work
objectives and those of the team and provide recognition when
objectives have been achieved.
P12 Steer the team successfully through difficulties and challenges.
P13 Encourage and recognise creativity and innovation within the team.
P14 Empower team members to develop their own ways of working and take
their own decisions within agreed boundaries.
P15 Encourage team members to take responsibility for their own
development needs.
P16 Give team members support and advice when they need it especially
during periods of setback and change.
P17 Motivate team members to present their own ideas and listen to what
they say.
P18 Encourage team members to take the lead when they have the
knowledge and expertise and show willingness to follow this lead.
P19 Win, through your performance and behaviour, the trust and support of
team members.
CFAM&LBA3 Lead your team
CFAM&LBA3 Lead your team 128
Knowledge and understanding You need to know and understand:
General knowledge and understanding
K8 Different ways of communicating effectively with members of a team.
K9 How to set objectives which are SMART (Specific, Measurable, Agreed,
Realistic and Time-bound).
K10 How to plan the achievement of team objectives and the importance of
involving team members in this process.
K11 The importance of and being able to show team members how personal
work objectives contribute to achievement of team objectives.
K12 How to get and make use of feedback from people on your leadership
performance.
K13 How to select and successfully apply methods for motivating, supporting
and encouraging team members and recognising their achievements.
K14 Types of difficulties and challenges that may arise and ways of
identifying and addressing them.
K15 The importance of encouraging others to take the lead and ways in
which this can be achieved.
K16 How to encourage and recognise creativity and innovation within a team.
You need to know and understand:
Industry/sector specific knowledge and understanding
K17 Legal, regulatory and ethical requirements in the industry/sector.
You need to know and understand:
Context specific knowledge and understanding
K18 Individuals within your team, their roles, responsibilities, competences
and potential.
K19 Your team’s purpose, objectives and plans.
K20 The personal work objectives of members of your team.
K21 The types of support and advice that team members are likely to need
and how to respond to these.
K22 Standards of performance for the work of your team.
CFAM&LBA3 Lead your team
CFAM&LBA3 Lead your team 129
Developed by Skills CFA
Version number 2.0
Date approved March 2012
Indicative review date
March 2015
Validity Current
Status Original
Originating organisation
Skills CFA
Original URN CFAM&LBA3
Relevant occupations
Managers and Senior Officials
Suite Management & Leadership
Key words Management & leadership; lead; team; team leaders; project managers
SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence
SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 130
Overview This NOS sets out the skills, knowledge and understanding for you to provide
effective data management.
This NOS covers the following activities:
1. Maintain CCTV recording media storage system
2. Preserve potential recording media evidence
SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence
SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 131
Performance criteria You must be able to:
Maintain CCTV recording media storage system
P1 use recording media in systems following your organisational procedures
P2 store recording media in approved locations to maintain their operational
condition
P3 identify when recording media is missing and take required action in line
with instructions
P4 maintain the confidentiality of recorded information in line with relevant
legislation and codes of practice
P5 complete required records accurately, legibly and within required
timescales
You must be able to:
Preserve potential recording media evidence
P6 preserve recording media that contains potential evidence
P7 complete records in line with your instructions and your organisational
procedures
P8 make sure that recording media containing potential evidence is stored
securely and made available only to authorised persons
P9 disclose confidential information only to authorised persons
P10 complete required records accurately, legibly and within required
timescales
SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence
SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 132
Knowledge and understanding You need to know and
understand:
Legal and organisational requirements
K1 current relevant legislation, regulations, codes of practice and guidelines
relating to retaining recording media
K2 current relevant legislation, regulation, codes of practice and guidelines
relating to recording media
You need to know and
understand:
Maintain CCTV recording media storage system
K3 the types of recording media that you use and their life expectancy
K4 how to log and classify recording media
K5 how and why you should store recording media to preserve their
operational condition
K6 how and why it is important to implement procedures for using recording
media, including requisition, rotation, erasure and disposal
K7 what your responsibilities are when you discover recording media is
missing
You need to know and
understand:
Preserve potential recording media evidence
K8 who are the people authorised to have access to recording media and
screen printouts containing potential evidence
K9 how and why it is important to preserve recording media evidence
You need to know and
understand:
Maintain confidentiality and security of information
K10 how and why it is important to maintain confidentiality of recorded
information
K11 how and why it is important to follow your organisational procedures for
maintaining the security and confidentiality of recorded information
K12 the correct procedures for disclosing confidential information to
authorised persons
SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence
SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 133
Glossary
In these National Occupational Standards;
authorised persons: someone who has permission or invitation from the
control room manager and includes but is not exclusive to staff, line manager,
engineers, IT support, police and enforcement agencies
evidence: material that may be required or potentially retained for
investigations, court proceedings (criminal and civil), and/or hearings including
but is not exclusive to data, recorded images, copied images
SFS CTV 13 Maintain CCTV recording media libraries and preserve potential evidence
SFS CTV 13 - Maintain CCTV recording media libraries and preserve potential evidence 134
Developed by Skills for Security
Version number 1
Date approved December 2011
Indicative review date
December 2013
Validity Current
Status Original
Originating organisation
Skills for Security
Original URN SFS CTV 13
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite CCTV Operations
Key words CCTV; security; systems; recording; media; libraries; preserve; evidence
SFJ DA 10 Present information to courts or other hearings (PCSO)
SFJ DA 10 - Present information to courts or other hearings (PCSO) 135
Overview
This unit focuses preparing and presenting information to courts and other
hearings.
You must present information in an effective manner complying with the rules,
procedures and acceptable professional standards. You must also ensure that
all relevant aspects of community and race relations, diversity and human
rights are adhered to.
This unit consists of one element:
1 Present information to courts or other hearings
This unit has been imported from approved Skills for Justice, Policing and Law
Enforcement Suite of NOS and tailored to meet the requirements of CCTV
Operations.
SFJ DA 10 Present information to courts or other hearings (PCSO)
SFJ DA 10 - Present information to courts or other hearings (PCSO) 136
Performance criteria You must be able to:
P1 consider the information in advance of the hearing and ensure that you
are in possession of the appropriate notes and materials
P2 present yourself at the venue in a timely manner and in possession of all
necessary notes and materials
P3 ensure your appearance and behaviour conforms to acceptable
professional standards at all times
P4 provide information and respond to questions in an appropriate manner
with due regard for the rules and the procedures of the venue
P5 provide oral evidence that is consistent with any written or recorded
materials provided by you as part of the case
P6 respond to all directions of the court or hearing promptly and
appropriately
P7 report any breaches of court procedure or protocol that come to your
attention promptly to the relevant authority
SFJ DA 10 Present information to courts or other hearings (PCSO)
SFJ DA 10 - Present information to courts or other hearings (PCSO) 137
Knowledge and understanding You need to know and understand:
Legal and organisational requirements
K1 current, relevant legislation, policies, procedures and codes of practice
for presenting evidence to court and other hearings
K2 current, relevant legislation and organisational requirements in relation to
race, diversity and human rights
K3 procedures and protocols in courts and at hearings
K4 the legislation relevant to the case in question
You need to know and
understand:
Preparing for court or other hearings
K5 how to prepare, and make available notes and materials in a manner that
maintains their continuity and integrity
K6 the importance of considering your evidence in advance
K7 how and where to locate and obtain evidence, notes and materials for
presentation
K8 how to liaise with prosecuting authorities
You need to know and
understand:
Presenting evidence at court or other hearings
K9 how to give evidence effectively in a court or hearing
K10 how and when you can refer to any notes and materials in your
possession
K11 techniques for maintaining control and composure under cross-
examination
K12 the permitted liaison with victims, witnesses and defendants
K13 the support services (e.g. victim support, duty solicitor) available at
court/hearing and their role and responsibilities
K14 the roles and responsibilities of court personnel
K15 what constitutes a breach of court protocol or procedure and to whom
any breaches should be reported
SFJ DA 10 Present information to courts or other hearings (PCSO)
SFJ DA 10 - Present information to courts or other hearings (PCSO) 138
Additional Information Scope/range related to performance criteria
1 appropriate manner: truthfully, objectively, clearly, concisely
SFJ DA 10 Present information to courts or other hearings (PCSO)
SFJ DA 10 - Present information to courts or other hearings (PCSO) 139
Developed by Skills for Security
Version number 1
Date approved May 2010
Indicative review date
May 2013
Validity Current
Status Tailored
Originating organisation
Skills for Justice
Original URN 2J3
Relevant occupations
Elementary Occupations; Elementary Security Occupations
Suite CCTV Operations 2010
Key words Information CCTV Security Courts