Attachment_1_SMART_Book.pdf

Federal Protective Service

Protective Security Officer SMART Book (Security Manual and Resource Tool)

Homeland Security

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Table of Contents Chapter 1: Mission and Organization

1.1. National Strategy

1.2 DHS Mission

1.3. Federal Protective Service (FPS)

1.4. Protective Security Officer (PSO) Program

1.5. PSO Program Support

1.6. Types of Facilities and Security Levels

Chapter 2: Appearance, Conduct, and Traits

2.1. Appearance Standards

2.2. Basic Conduct and Demeanor

2.3. Traits

Chapter 3: Duties

3.1. Security Posts

3.2. Duties and Responsibilities

3.3. Post Desk Book

3.4. Signing In and Out

3.5. General Response Procedures

3.6. Jurisdiction

3.7. Use of Force

3.8. Detainment Authority

Chapter 4: Training

4.1. Learning Objectives

4.2. Job Tasks

Chapter 5: Standing Post

5.1. Post Types

5.2. Processing Unique Situations

Chapter 6: Common Situations and Offenses

6.1. Assault

6.2. Arson

6.3. Burglary

6.4. Larceny-Theft

6.5. Property Crimes

6.6 Robbery

6.7. Unauthorized Use of Drugs and Alcoholic

Beverages

6.8. Vandalism

6.9. Violent Crimes

6.10. Other Crimes

Chapter 7: Other Duties and Responsibilities

7.1. Escort Duties

7.2. Dealing with Disruptive Behavior

7.3. Code Adam

7.4. Acts of Nature or Other Serious Situations

7.5. Lock and Key Control

7.6. Evacuating Facility Tenants and Visitors

7.7. Properly Raising and Lowering the Flag

Chapter 8: Active Shooter

8.1. What is an Active Shooter?

8.2. Responding to an Active Shooter Situation

8.3. Possible Preventive Active Shooter

Measures Chapter 9: Reporting

9.1. What to Report

9.2. Writing Incident Reports

Chapter 10: Misconduct

10.1. Reporting Misconduct

10.2. Grounds for Possible Disciplinary Action

10.3. Sexual Harassment

Appendixes

Appendix 1. Regulations Affecting Federal Property

Appendix 2. DHS Bomb Threat Call Checklist Appendix 3. Incident Report - 3155 Appendix 4. Practice Exam and Answer Key Appendix 5. Glossary of Terms Appendix 6. DHS-CRCL “I-Speak” Language

Identification Guide Appendix 7. DHS-CRCL Guide to Interacting with People who have Disabilities

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Chapter 1 Mission and Organization

INTRODUCTION

Protective Security Officers (PSO) are the front line of the Federal Protective Service in our mission to protect federal facilities, tenants and visitors. PSOs are the most visible security presence and the first public contact with security most individuals have upon entering a Federal building.

This Security Manual and Resource Tool (SMART) Book is your “go-to” reference book. It provides you information on the policies, practices, and standards required for Federal Protective Service (FPS) PSO operations.

1.1. NATIONAL STRATEGY

The National Strategy for Homeland Security, created with the enactment of Homeland Security Act of 2002, served to mobilize and organize our nation to secure the homeland from terrorist attacks. This complex mission requires a focused effort from our entire society in order to be completely successful. To this end, one primary mission of DHS is to provide the unifying core for the vast national network of organizations and institutions involved in efforts to secure our nation.

1.2. DHS MISSION

DHS has a vital mission: to secure the nation from the many threats we face. This requires the dedication of more than 240,000 employees occupying careers ranging from aviation, border security, emergency response to cybersecurity analyst and chemical facility inspector. Our duties are wide-ranging, but our goal is to keep America safe.

1.3. FEDERAL PROTECTIVE

SERVICE (FPS)

FPS is a subcomponent of the U.S. Department of Homeland Security’s National Protection and Programs Directorate (NPPD). NPPD’s vision is a safe, secure and resilient infrastructure where the American way of life can thrive. NPPD’s mission is to lead the national effort to protect and enhance the resilience of the nation’s physical and cyber infrastructure. The subcomponents of the NPPD include FPS, Office of Cybersecurity and Communications, Office of Infrastructure Protection, and the Office of Biometric Identity Management (OBIM) (formally US-VISIT).

The mission of the Federal Protective Service is to protect Federal facilities and those who occupy them. We conduct law enforcement and protective security services, and leverage our access to intelligence and information resources within our network of Federal, state, local, tribal, territorial, and private sector partners. From our protective security and law enforcement personnel to those who support the operations of the Service, we approach our mission as one team.

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Every day we protect the homeland by managing risk and ensuring continuity for one of the most crucial elements of our national critical infrastructure-our Nation's Federal facilities.

FPS is responsible for delivering a comprehensive physical security and law enforcement program to all Federal buildings, grounds, and properties, including GSA owned or leased facilities, where FPS is the designated first responder for all enforcement and emergency incidents. This involves providing law enforcement and security to more than one million Federal workers and visitors at over 9,000 facilities nationwide. FPS enforces laws and regulations governing public buildings, maintains law and order and protects life and property in Federally controlled work places.

FPS provides comprehensive law enforcement, security, Explosive Detector Dog, emergency response, and state-of-the-art communication and dispatch services thru the FPS MegaCenter.

FPS provided services include:

Uniformed PSO services

Providing a visible uniformed law enforcement presence in Federally owned and leased facilities

Responding to criminal incidents and other emergencies, including Active Shooter incidents

Installing and monitoring security countermeasures

Investigating criminal incidents on and off Federal property

Conducting facility security assessments

Coordinating a comprehensive program for occupant emergency plans in cooperation with

General Services Administration (GSA) and tenant agencies

Presenting formal crime prevention and security awareness training programs

Providing police emergency and special security services during natural disasters and major civil disturbances as well as during man-made disasters, such as bomb explosions and riots

FPS is a leader in the physical security business.

We provide comprehensive facility security assessments that identify the security risks and vulnerabilities and recommends solutions and countermeasures to mitigate those risks and vulnerabilities. FPS works closely with each Facility Security Committee to help ensure appropriate security countermeasures are in place at each facility.

FPS partners with Federal, state and local agencies throughout the nation to develop specific solutions to challenges at FPS protected facilities; assists with police emergencies and provides security services; and offers police and security support to law enforcement departments during high-profile and sensitive events. FPS consults with building owners and tenants on a regular basis to maintain a strong working relationship and advises them on current physical security countermeasure status.

FPS provides crime prevention education for agencies and individuals, and recommends strategies to keep everyone safer, both on and off the job. The organization is comprised of the headquarters and eleven (11) regions.

1.4. PSO PROGRAM

The PSO program is critical to FPS in ensuring the safety and security of Federal facilities and offices located throughout the United States. You are

Federal Protective Service – PSO SMART BOOK 7 given a number of important responsibilities that include but are not limited to: facility access control; identification of criminal and suspicious activity, detection of prohibited and other hazardous items or situations; emergency response and evacuation assistance.

Although a PSO is an employee of an independent contractor, a PSO represents FPS on a day to day basis and has a crucial role in FPS’ mission and operations.

FPS relies upon your vigilance and places high value on the support you, as a PSO, provide to the FPS security team. A PSO is the employee of his/her respective company and ultimately answers to the company. The performance of work will be directed from a PSO's employer in accordance with the terms and conditions of the contract and will be monitored by a Government representative (i.e. Contracting Officer (CO), Contracting Officer's Representative (COR), or other FPS personnel designated by the CO) to ensure full compliance with all contractual terms and conditions.

FPS supports the PSO program with the following components: Administrative Support, Communications, Law Enforcement Security Officers, Management, Physical Security Specialists, PSO Services, and Special Agents.

1.5. PSO PROGRAM SUPPORT

1.5.1. ADMINISTRATIVE

The administrative support team at FPS performs several functions such as contracting, budgeting, quality assurance, suitability adjudications, and clerical support. You may encounter some of these personnel in the performance of your duties, although most of your contact will be with FPS law enforcement personnel.

1.5.2. COMMUNICATIONS

Four FPS MegaCenters provide communication support for security and law enforcement activities. Open 24 hours a day, 7 days a week, the FPS MegaCenters monitor alarms, receive customer calls, dispatch law enforcement and emergency personnel, and retrieve information from other government agencies. During emergency situations, the FPS MegaCenters act as information and control hubs. As a PSO, you will have frequent contact with the FPS MegaCenters.

1.5.3. LAW ENFORCEMENT SECURITY

OFFICERS (INSPECTORS)

FPS Law Enforcement Security Officers (LESO) are Physical Security Specialists (PSS) with police authority. LESOs, commonly known as Inspectors, are fully trained as a uniformed law enforcement officer and a PSS. LESOs are the most visible component of FPS law enforcement operations. They respond to and investigate reports of crime; conduct mobile and foot patrols;

provide advice to customer agencies on security issues; work with customer agencies to improve facility and social conditions; and protect customer agency operations and lawful assemblies from unwarranted disruptions. Additionally, LESOs usually recommend the position and hours of operation of the PSO posts in Federally controlled facilities and develop post orders for each post in coordination with tenant agencies and other key personnel.

Additionally, LESOs conduct security assessments of Federally controlled buildings and advise client agencies and employees about pertinent physical security issues affecting them. Security assessments identify the security needs of individual facilities and recommend the most effective security measures to protect the facilities.

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A LESO conducts recurring on-site inspections that objectively evaluate criteria such as the environment, crime rate, physical structure, and the different types of tenants and architectural features to create a comprehensive assessment.

The implementation of security countermeasures, to include PSOs, are approved and paid for by the tenant agencies.

1.5.4. MANAGEMENT

FPS management, both at the headquarters and at the regional level, is responsible for developing and providing programs, policies, leadership, guidance and oversight for FPS personnel.

1.5.5. PSO SERVICES

Your primary responsibilities are to control access to Federal facilities; to assist in ensuring the safety of Federal agency customers and visitors while on Federal facilities; and to assist in ensuring the safety of Federal property. Access control includes checking visitor and employee identification; operating security equipment such as x-ray machines and magnetometers to screen for prohibited materials; operating or monitoring security cameras and/or alarms; and responding to emergencies, and reporting crimes and incidents to the FPS MegaCenter.

FPS relies heavily on you to be the “eyes and ears” while accomplishing your security mission.

You should always be aware of your surroundings and the people with whom you interact. If you notice something out of the ordinary that is suspicious, you should document it and report it to the FPS MegaCenter and your supervisor in accordance with your post orders. If a crime or serious incident occurs in your facility, you will be one of the first people interviewed to see what information you can supply to assist in the investigation.

1.5.6. SPECIAL AGENTS

FPS Special Agents (SA) are criminal investigators who investigate crimes that occur on Federally controlled property. Investigators interview suspects and witnesses, conduct searches and seizures and collect and present evidence. These agents carry firearms and enforce Federal laws for the protection of people and property in Federal facilities.

1.6. TYPES OF FACILITIES AND

SECURITY LEVELS

Each Federal facility has a designated numerical facility security level (FSL). The FSL determination is a critical factor in determining the necessary security countermeasures for a specific facility.

The Risk Management Process for Federal Facilities: An Interagency Security Committee Standard (ISC Standard) defines the criteria and processes that those responsible for the security of a facility should use to determine its FSL and provides an integrated, single source of physical security countermeasures for all Federal facilities.

Determining the FSL for a Federal facility is based on the characteristics of each facility and the Federal occupant(s). A risk management process outlines an approach necessary to identify, assess, and prioritize the risks to Federal facilities. The five factors quantified to determine the FSL are

(1) mission criticality, (2) symbolism, (3) facility population, (4) facility size, and (5) threat to tenant agencies, including intangible factors. The Facility Security Committee (FSC), consisting of representatives of all Federal tenants in the facility, the security organization and the owning or leasing department or agency, determines the FSL for the facility.

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Title 40 United States Code (U.S.C.) §1315 gives DHS the responsibility to protect Federal facilities and the people thereon. Presidential Policy Directive 21 (PPD-21), and the National Infrastructure Protection Plan (NIPP) further refine DHS’s responsibility to protect buildings, grounds, and property that are owned, occupied, or secured by the Federal Government. These documents also establish U.S. policy for the protection and resilience of the Nation’s critical infrastructure, and provide a framework for integrating efforts designed to enhance the safety of critical infrastructure.

The initial FSL determination for newly leased or owned space will be made as soon as practical, after the identification of a space requirement (including succeeding leases). The FSL determination ranges from a Level I (lowest risk) to Level V (highest risk). The determination should be made early enough in the space acquisition process to allow for the implementation of required countermeasures (or reconsideration of the acquisition caused by an inability to meet minimum physical security requirements).

Risk assessments will be conducted at least once every five years for Level I and II facilities and at least once every three years for Level III, Level IV, and Level V facilities. The FSL will be reviewed and adjusted, if necessary, as part of each initial and recurring risk assessment.

The responsibility for making the final FSL determination rests with the tenant(s) who must devise a risk management strategy and, if possible, fund the appropriate security countermeasures to mitigate the risk.

The integration of the physical security criteria (PSC) is predicated on a FSL designation. Once a FSL is determined, departments and agencies will use the risk management process to decide to implement either:

• The application of the baseline Level of Protection (LOP) applicable to the facility’s FSL as determined by the ISC.

• The applications of a customized LOP to address facility-specific conditions

Integration of the PSC into the risk management process ensures the use of a comprehensive approach to meeting Federal facility security needs in today’s threat environment, and the scope of security countermeasures is commensurate with the risk posed to a facility. The objective of this risk management process is to identify an achievable LOP commensurate with—or as close as possible to—the level of risk without exceeding the level of risk.

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Chapter 2 Appearance, Conduct and Traits This chapter will provide the required standards and necessary elements for you to understand exactly what is expected and required of you. It will explain your mission, the desired qualities for a FPS PSO, and the proper protocol when conducting business with employees and visitors to the Federal facility. As a general rule, when PSOs are standing post they shall;

(1) Guard everything within the limits of their assigned post and only leave when they have been properly relieved

(2) Follow all post and special orders, and perform their duties with honesty, integrity, and in a professional manner

(3) Report any violations of rules to the FPS MegaCenter and for those things not covered in the post desk book, contact an on-duty supervisor

2.1. APPEARANCE STANDARDS

The following are basic standards for all PSO’s.

Since you are employed to perform a contract security service for the United States Government, you must meet the highest standards for appearance. Your appearance is a subtle, silent form of communication.

2.1.1. GROOMING

You are expected to be clean and properly groomed at all times. Your uniform must be clean, unwrinkled and properly fitting when you report for duty. Absent an approved religious accommodation, the following grooming standards apply.

Your fingernails will be clean, trimmed, and will not extend beyond the fingertips. Nail polish may be worn if it is subdued and natural looking.

Your hair must be clean, neat and not interfere with the proper wearing of official headgear. The height of the hair from the scalp to the highest point on the coiffure is not to exceed 2 inches.

Hair must not fall below either the eyebrow when the head is uncovered or protrude on the forehead below the inside sweatband of headgear. A male PSO's hair must not cover the top of his collar when standing. A female PSO's hair will not exceed below the bottom edge of her blouse collar when standing. Bouffant and modified styles are acceptable if they allow proper wearing of the official headgear. Hair ornaments, such as flowers and combs, will not be worn. Items to hold hair in place such as bobby pins, hairpins and barrettes may be worn if they are concealed and are of a color that blends with the hair. The cap may be secured to the hair with up to two plain hatpins with black or dark blue pinheads.

Faces must be clean-shaven, except for mustaches and sideburns. Men's sideburns must be neatly trimmed, extending no lower than the bottom of the ear, constant in width, and end with a clean-shaven horizontal line. Mustaches are to be neatly trimmed; they may extend no more than a half-inch beyond and a fourth-inch below each corner of the lips and go no higher than the nose line.

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Upon submission of a medical certificate from a licensed physician stating that a skin disorder exists and the individual cannot shave, he may wear a beard provided the beard hairs are trimmed symmetrically and do not protrude more than one-fourth of an inch from the skins surface (as approved by the COR). The permission to be unshaven is granted only for the duration of the skin disorder. Therefore, the physician's certificate must be updated every 120 days, unless the physician's initial certificate stipulates the disorder may exceed beyond 120 days.

If the PSO has a permanent condition, such as "Pseudofolliculitis Barbae", this would remain in the PSO Training File (Medical Record) and would not need to be updated every 120 days. It would become a permanent part of the file until they are removed from the contract or upon contract expiration.

Makeup may be worn by PSOs, provided it is subdued and natural looking. While you are on duty, you may not wear jewelry such as earrings, bracelets, body piercings, chains, religious insignia, buttons, or pendants. You may wear a ring, but only on the third finger of one hand. You may wear a necklace, but only if it is completely concealed beneath the uniform shirt. You must remove ALL body piercing jewelry prior to working on post unless it is completely covered by your uniform.

Tattoos must not have any lewd or offensive indelible marks or figures visible on any exposed part of the body while wearing the prescribed duty uniform.

2.1.2. UNIFORM

High-quality uniforms help create this professional image. Your uniforms are similar, yet distinguishable from FPS uniforms. If PSOs are mistaken for FPS officers, they might be expected to perform duties beyond the scope of their responsibility.

Keep your uniforms, insignia, accessories and equipment clean and in good repair. The uniforms are to be maintained and worn as described below.

If you are issued a cap, wear your cap squarely on the head, with the sweatband snugly against the forehead, except when you are in a motor vehicle or assigned to administrative duties in an office out of public view. However, the cap must be in your possession at all times while on duty. You may be issued a dark blue fur or pile-trimmed cap with earflaps in cold weather.

Long-sleeved shirts may be worn as under or outer garments; however, undergarments shall not be seen under the natural line of the uniform. Short-sleeved shirts may be worn as outer garments or under the windbreaker. When you wear a long-sleeved shirt you must wear a tie. Wear a solid black, 2- or 3-inch-wide, clip-on tie with long-sleeved shirts. Use a plain tie clasp or pin. Do not tuck the tie into the front of the shirt. Do not wear a tie with a short-sleeve shirt. When the shirt is used as an outer garment, do not wear suspenders, and do not roll/fold back the sleeves.

Leave trouser legs un-cuffed and hem at the point where they touch the shoe tops without breaking the creased lines. Trousers must fit properly.

An overcoat may be issued to PSO’s assigned outside duties in cold weather. All outerwear must display nameplate and badge.

Wear black socks that are long enough so that your skin won't show below your trousers when you are sitting. You may wear white socks if they are required for medical reasons and you are authorized to do so. Keep your footwear shined and in good condition. Shoes must be black with black laces and plain toes. Toes and heels are to be

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Pumps, loafers, wingtips, sandals, suede and athletic shoes are not permitted. If boots are worn, they must be black with rounded plain toes (not pointed). Boots with decorative stitching, heels higher than one inch or tops higher than 12 inches are prohibited. Do not tuck trouser legs into the tops of boots.

All badges must be of a type approved or issued by the contractor. Wear the metal breast badge on the left breast of the shirt when the shirt is used as the outermost garment. Wear the cloth badge on the windbreaker and overcoat. Wear the cap badge squarely upright and centered above the cap visor.

Shoulder patches must conform to the contract.

Wear the contract PSO service patch on the left shoulder of the shirt, overcoat and windbreaker.

The nameplate is metal with round corners and measures 2-1/2"long, 5/8"high, with letters 1/4"high. The nameplate contains the PSO’s first initial and last name. Wear it centered on the top of your right pocket flap of your outermost garment. Nameplates must be of the same material and appearance for all PSOs.

2.1.3. WEAPONS AND EQUIPMENT

The weapons and equipment you use may vary according to your state licensing and permitting requirements and assigned post. Not all contracts require the same equipment. Regardless which equipment your contract may require, your employer is required to ensure you receive the proper training and certification in the usage and maintenance of the equipment.

Generally, the following equipment is issued to all PSOs:

• Radio/Communication Device

• Flashlight

• Baton/expandable baton

• Chemical/OC Spray (cone or foam)

• Handcuffs with key

• Duty belt with belt keepers

• Strong side holster with a minimum of dual level-II retention

• Firearm

• One set of single use disposable rubber gloves and pouch

• N95 Disposable Particulate Respirator (NIOSH-approved)

• Ballistic Vest (Level II)

• Notebook and Pen

A PSO is only authorized to be armed with firearms, ammunition, and intermediate weapons as specified in the contract. Prior to being allowed to carry a firearm, you are required to attend a basic firearms course and pass a firearms qualification course. Subsequent qualifications shall be required to maintain eligibility to stand post.

When signing for your weapon or prior to standing post, you will always inspect your weapon and ammunition, for function and serviceability. If you can visually see or have reason to suspect the weapon has been damaged, or if it is unserviceable, notify your supervisor at once.

Remember to treat all weapons as if they are loaded. Your supervisor will give you instructions on what to do with the damaged weapon and also procuring you a replacement weapon. Dry firing a weapon is only allowed during the conduct of a range course.

Wear only the accessories that you are qualified to handle and are issued by your employer in accordance with the contract. For PSOs working

14 Federal Protective Service – PSO SMART BOOK on armed posts, equipment includes an FPS approved holster worn at the hip, a sidearm, an ammunition pouch with ammunition and four pistol belt keepers.

You are prohibited from carrying or using personal weapons, knives, blackjacks, rifles, or any other items/equipment not specified in the contract.

Unless otherwise authorized by the contract or post orders, weapons will be stored in a government approved steel safe or approved locker when not in use.

Record the weapon's serial number and the number of rounds on the DHS Firearms and Equipment Control Register. Some FPS contracts require or authorize PSOs to take their weapons off the post, and in such cases no on-site safe or firearms cabinet will be available for weapons storage. Your post orders will refer you to your state and local laws. If you remove any equipment from the building or facility, indicate so on the same form and note in the building log the date, location and reason for removing the property.

2.1.4. FIREARM ACCOUNTABILITY

Accountability for the weapon (and ammunition) is your responsibility once you have signed for it.

All weapons will be carried in accordance with the directions as provided in the contract or post orders. Storage of weapons while off-duty may be outlined by the contract, post orders, or your company. You should also be aware that you will be held accountable for any negligent or criminal misuse of the weapon and subject to disciplinary action up to and including removal from the FPS PSO contract and possible criminal prosecution.

2.2. BASIC CONDUCT AND

DEMEANOR

2.2.1. BASIC CONDUCT AND DEMEANOR

The section below describes the standards for personal conduct, which includes examples of acceptable and unacceptable behavior, with the latter possibly causing employer discipline and removal from the FPS contract. In conclusion, this section describes traits of outstanding PSOs.

2.2.2. ACCEPTABLE BEHAVIOR

• You must report for duty at the assigned time and post

• It is your duty to stay on post until you are properly relieved

• You must be prepared for duty when you report. You must be in the full, proper uniform with all your required equipment to include your assigned weapon

• Once you have assumed your post, you must not take breaks unless you are properly relieved

• Breaks are to be taken away from the post area so it does not appear you are neglecting your duties. Even while on break, you still are required to maintain a professional appearance

2.2.3. UNACCEPTABLE BEHAVIOR

Unless specifically authorized in your post orders, you are not permitted to engage in any of the following activities while in uniform and on post:

• Eat, drink, or use any tobacco product

• Read newspapers, books, magazines or any other prohibited reading material

• Use any type of radio, smart phone, tablet, or music/MP3 devices

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• Watch television

• Use a personal computer (e.g. laptop, etc.)

• Use a personal cellular telephone

• Solicit or sell items for employee or personal charities or gain

• Gamble or bet on sports events (e.g. football boards)

• Sleep, doze, or nap

• Play cards or other games (electronic or non-electronic)

• Have friends, family members, or other visitors on post or in the area

• Use agency offices or personnel facilities for any of the above listed prohibited activities unless on an authorized break and are permitted to use the facilities (e.g., the snack bar, cafeteria, break room, or any room/area open for public use)

• Socialize with friends, building tenants, visitors, or other PSOs who are on break or off duty

2.3. TRAITS

Success as a PSO depends on your ability to effectively interact with people from all walks of life. People react to how you look, how you act, how you speak and how you treat them. Even though you are not a Federal employee, you represent FPS as well as your employer. You are often the first contact the public has when entering a Federally controlled facility and the last person they see when they leave. Visitors and employees will make immediate judgments about you based on your appearance, your demeanor, your body language, and your performance. These conclusions color their impression of the agency visited and the government as a whole and can affect your ability to perform your job. People may choose to cooperate or not cooperate with you depending on how you treat them.

The following list describes the qualities that make an outstanding PSO. Not everyone has these qualities in equal measure, but they are all important. Because you have such important responsibilities, you must be a top caliber individual with a strong sense of duty. These are the qualities and traits that FPS considers necessary in a PSO.

2.3.1. ALERTNESS

You must be aware of the environment around you and be able to notice even the slightest changes or unusual conditions. By being observant and aware, you will prevent and detect crime or unauthorized behavior. You must watch for deviations from the norm, such as a strange car parked in an unauthorized space, a person approaching or coming from an area that is not normally used, or nervousness or unstable behavior from a person approaching you. Alertness can only be achieved by keen watchfulness and by diligent application of the patrol or post requirements. It is the difference between effective or lax security.

Alarm systems enhance the effectiveness of security forces, but nothing is a substitute for the alertness of security force personnel.

2.3.2. APPROACHABLE MANNER

Many people are intimidated by or fear law enforcement or security personnel. Try to minimize their concerns by giving signals showing that you are approachable, such as making eye contact with a smile, greeting the person cordially or simply acknowledging their presence with a nod. If you can win people's trust, you will be able to do your job much more effectively.

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2.3.3. CONFIDENCE

Confidence is a state of feeling sure, free from doubt or misgivings. Confidence includes faith in oneself and in one's abilities. Nothing can bring out self-confidence like job knowledge. You must have confidence in yourself, your equipment, your leadership and other members of the security team. If you have concerns about any aspect of your job, contact your supervisor for guidance.

Generally, the more experience you have on the job dealing with a wide variety of people and situations, the more confidence you will have.

2.3.4. ETHICS

You must never accept gifts, benefits or favorable treatment other than authorized rewards.

Similarly, you must never give preferential treatment or benefits to others, or even give the appearance of wrongdoing. Any acceptance of unauthorized or unofficial compensation, favoritism or other benefits is unethical behavior and grounds for removal. If you have any concerns you should contact your supervisor.

2.3.5. EVEN TEMPERAMENT

You must not get angry in performing your duties.

Anger does not help in any situation. By being calm, you positively control the situation and will prevent situations from escalating.

2.3.6. GOOD JUDGMENT

Good judgment is more than the application of common sense. It is the power of arriving at a wise decision. Experience provides knowledge, and knowledge precedes judgment. Security instructions cannot cover every situation. Many are unique and require individual consideration.

You must develop the ability to observe, compare and discern similarities and differences to arrive at logical conclusions. If you are in doubt about how to proceed, you should call the FPS MegaCenter.

2.3.7. IMPARTIALITY

Do not take sides in disagreements or disputes among others. You cannot show favoritism toward one side or it will be viewed as an attack against the other. You must be unbiased and simply address the facts as known.

2.3.8. INTEGRITY

You must be honest and above reproach. You must always do what is right, not what is simply convenient, acceptable or easy.

2.3.9. KNOWLEDGE

To be effective, you must know your duties well.

Your job is very sensitive and its guidelines are important. Reading and comprehending this guidebook is a good start. Contact your supervisor if you have any questions.

2.3.10. PHYSICAL FITNESS

Security duties are often sedentary, but occasionally they require great physical exertion.

You must be able to react quickly, be strong and have endurance. Emergency responses and confrontations will be very physically demanding.

The security of an installation or facility may depend on your level of physical fitness and ability to act to control a situation.

2.3.11. POLITENESS

You must always display courtesy and politeness when dealing with others, whether they are friendly, indifferent or hostile. You can often deescalate a situation by being polite.

2.3.12. POSITIVE ATTITUDE

Your general mental attitude towards life and your job is very important. Interest in the job and loyalty to the organizations you protect are particularly applicable to security personnel. By maintaining a positive outlook on life in general

Federal Protective Service – PSO SMART BOOK 17 and in your job, you will be more productive, effective, and satisfied.

2.2.13. PROFESSIONALISM

Professionalism requires the skill, good judgment, and polite behavior to do a job well.

Professionalism also means having an internal set of standards of performance and behavior.

Professionals aspire to high ideals such as:

altruism, honor, integrity, respect, excellence, scholarship, caring, compassion, communication, leadership, responsibility, and accountability.

2.2.14. SELF-CONTROL

Security duty presents situations that require not only sound judgment but also self-control. You must always act professionally and control all of your emotions, especially anger, exasperation, frustration, nervousness and fear.

2.3.15. TACTFULNESS

The ability to deal with others without offending them is a highly desirable quality in security personnel. It is difficult to assume the authority and responsibilities of security duty without consciously or unconsciously displaying a sense of superiority in an overbearing manner. Security personnel must be able to communicate clearly, concisely, firmly and authoritatively but without arrogance or in an offensive manner. PSO’s must interact with all members of society equally and fairly, regardless of nationality, ethnicity, race, sexual orientation disability, religion, sexual orientation, and despite any personal opinions or beliefs.

18 Federal Protective Service – PSO SMART BOOK

Federal Protective Service – PSO SMART BOOK 19

Chapter 3 Duties

3.1. SECURITY POST

A Security Post is a countermeasure consisting of at least one PSO that serves a specific security function. There are five (5) basic types of Security Posts (general descriptions provided below, specific duties are outlined in individual post orders):

3.1.1. ACCESS CONTROL POST

(PERSONNEL/VEHICLE/DELIVERY)

Security post where access to Federal facilities is controlled by a PSO to ensure that only authorized personnel/vehicles enters.

3.1.2. CONTROL CENTER OPERATIONS

POST

Monitors facility security control center (e.g., closed circuit video (CCV) and security and fire alarms).

3.1.3. PATROL AND RESPONSE POST

Patrols area of operation as outlined in post orders and responds to calls for assistance and/or emergencies.

3.1.4. SCREENING POST

(PACKAGE/PERSONNEL/VEHICLE)

Screens packages, personnel, and vehicles for firearms, explosives and other dangerous weapons.

3.1.5. VISITOR PROCESSING POST

Processes visitors, maintains agency contact lists, and issues appropriate access passes/badges.

3.2. DUTIES AND

RESPONSIBILITIES

PSOs are given the extremely important responsibility of assisting FPS in the protection of Federal facilities, property, employees, and facility guests on behalf of the people of the United States.

PSO security assignments are developed by FPS for the facility and these protection duties may take many forms. Specific PSO duties will be explained in the post orders or the contract.

Typical post types and duties are identified below.

PSOs will likely be assigned to most or all of these duty assignments during their security career. If there is conflicting guidance between this manual and the contents of the contract, your employer is responsible for ensuring the contract requirements are met.

Being an FPS PSO requires high standards and the appropriate use of discretion. In your position, you may have access to information that is either proprietary or on a need-to-know basis. You may be approached by people who ask you questions of a sensitive nature (e.g., about building security, government policies, active investigations, etc.);

however, your responses to these questions are crucial. If you divulge sensitive information, you could be subject to disciplinary action by your employer, up to and including the permanent removal from all FPS PSO service contracts and possibly criminal prosecution. Someone asking questions of a sensitive nature concerning the

20 Federal Protective Service – PSO SMART BOOK

Federal government or Federal employees of the same should always be referred to the appropriate government agency for answers. Many buildings have VIPs working within or who regularly visit the facility, such as executive management, elected officials and judges. Though FPS does not advocate preferential treatment, if your duty book contains a VIP listing with names and pictures, you shall make every effort to memorize them for proper situational awareness. Other duties include:

3.2.1. ACCESS AND EGRESS CONTROL

To authorize, restrict or deny entrance or exit of persons, vehicles, and/or property into a building, facility, or compound at any given time in accordance with established security procedures.

3.2.2. PATROL AND RESPONSE

PSO patrols conducted throughout government-controlled property for the purpose of identifying, detecting, and reporting security violations, hazardous situations, criminal activity, suspicious persons, and suspicious circumstances. These patrols may be conducted on foot or with the assistance of a vehicle.

3.2.3. TRAFFIC CONTROL

This primarily involves the regulation of entering and exiting vehicular traffic on federally controlled property. This may occur at any facility location including gates, roadways, parking lots, garages, ramps, and loading docks.

This function may also involve the regulation of pedestrian traffic under certain circumstances.

Depending upon your location and based on your post orders, you may be required to direct traffic (vehicular and/or pedestrian), control parking, issue courtesy traffic violation notices on Federal property, as well as observe the environment for suspicious vehicles or persons on or around Federal property

3.2.4. CONTROL, ISSUANCE AND STORAGE

OF KEYS

This involves the application of any facility key or key card control and accountability practices and procedures.

3.2.5. MONITOR SECURITY AND FIRE

ALARMS

Assigned PSOs monitor security and fire alarm systems status by assigned PSOs in accordance with established procedures. The PSO may be required to respond or dispatch responding PSOs in response to alarm notifications. The PSO may also be responsible for notifying the security supervisor, facility agency representatives, and the FPS MegaCenter of any alarm activations.

To assist you in understanding the fire alarm systems and the process once an alarm has been activated, knowledge of the basic principles is helpful. The three main parts of a fire alarm system consist of:

Control Unit

The control unit checks essential circuits, accepts alarm signals, and provides power to the indicating devices.

Initiating Device

The initiating devices detect fire and send a signal to the control unit. They include manual stations (pull boxes); ionization smoke, photoelectric smoke, flame and sprinkler water detectors; and sprinkler system supervisory devices.

Indicating Devices

The indicating devices provide the alarm to warn building occupants. Most signals are either bells or horns, and strobe lights to alert the hearing

Federal Protective Service – PSO SMART BOOK 21 impaired. Most of your facilities will have a fire control room, accessible by building management personnel, located on the property. Located in the front entrance/lobby areas for buildings will also be an “enunciator panel” which will show where the alarm has been activated.

3.2.6. PREVENT UNAUTHORIZED ACCESS

The enforcement of facility access control restrictions including the denial of access to certain or all areas of a Federal building or compound of persons not specifically authorized for access in accordance with the established security procedures of the facility.

3.2.7. IDENTIFY HAZARDOUS

CONDITIONS

To recognize or identify a source of potential harm to the health and safety of persons exposed to the condition. Hazards can be accidental or intentional. Examples of potential hazards are wet floors, exposed electrical wires, open elevator shafts, weapons, blood spills, chemical spills, and chemical or biological agents. The PSO will need to restrict access to the hazardous area until relieved or the situation has been resolved.

3.2.8. RESPOND TO INJURIES AND

ILLNESS

The response to a medical emergency may require the PSO to administer First Aid, Cardiopulmonary Resuscitation (CPR), or Automated External Defibrillator (AED). The PSO may need to request additional assistance from a supervisor, the FPS MegaCenter, or an available bystander.

The PSO may need to request a 911 emergency response if warranted by the situation.

3.2.9. WRITE REPORTS, RECORDS AND

TESTIFY IN COURT

The PSO is required to maintain reports and documents and may be required to testify in court regarding involvement in a specific incident.

These records may include offense/incident reports, FPS form 3155, PSO logs and notes. The PSO shall ensure that all documents prepared in response to an offense or incidents are provided to the appropriate FPS law enforcement officer for inclusion in his or her investigative file.

You may be called to give testimony and make an important contribution to the proceedings. If you are called to give testimony, you may be contacted first by an attorney to prepare for the legal proceedings. When you are contacted, make sure you notify your supervisor and FPS as soon as possible. Ensure your uniform is clean and pressed when you report to the proceedings. You will not carry a weapon or any other duty equipment (e.g., baton, flashlight, etc.) to the proceedings.

3.2.10. CROWD CONTROL AND CIVIL

DISTURBANCES

The PSO may be required to secure entrances during demonstrations and civil disturbances to prevent unauthorized access to the facility. In the event of a civil disturbance the PSO shall report the incident to the FPS MegaCenter. If possible, the PSO should provide FPS with an estimate of the number of persons involved and the name of any group. The PSO shall not leave the post unattended or unsecured in order to obtain this information. PSO also shall not express or display personal opinions on the nature of the demonstration and remain professionally neutral.

22 Federal Protective Service – PSO SMART BOOK

3.2.11. ENFORCE BUILDING RULES AND

REGULATIONS

The application of facility rules and regulations established by FPS, Federal laws, official regulations, or tenant agencies. Seek further guidance from you supervisor and/or Post Orders.

3.2.12. PERFORM AS A PRIMARY SECURITY

RESPONSE

The PSO will be required to respond to any security event or emergency situation as necessary for the protection of the facility. This will include providing assistance during emergency evacuations in accordance with the facility’s Occupant Emergency Plan (OEP).

3.2.13. PSO ROLES AND COORDINATION

It is very important that every PSO understand the importance of their job and the requirements of their assigned post. The action of the PSO will ultimately directly impact the ability of FPS to successfully complete its mission.

PSOs are the front line in FPS’ mission to protect federal facilities, tenants and visitors. The actions of PSOs can reflect upon the image of the Federal Government and the PSO’s company. The consequences of a failure to perform at the expected standard could be damage to or loss of Federal property, serious injury to personnel, or even a loss of life.

You must understand the distinction between local or state police, FPS law enforcement personnel and yourselves as PSOs. The table below compares the roles of local or state law enforcement, FPS law enforcement, and PSOs.

Local or State Law Enforcement Keep public order, enforce local or state laws, prevent crime and apprehend criminals Work mostly on public property, but they may enter private property when invited on to the property or have a warrant

Searches, arrests and other activities are strictly controlled by Federal and State constitutional limitations and laws

May patrol private property to which the public has free entry, such as shopping center parking lots

Seize illegal items introduced to the Federal facility

FPS Law Enforcement Can make arrests on and off Federally controlled property SA investigate crimes ranging from homicide to theft of government property with a nexus to 40 U.S.C. §1315

Investigate allegations of PSO criminal misconduct on the job

Seize illegal items introduced to the Federal facility

PSOs Help keep public order and prevent crime.

Can temporarily detain individuals who are being seriously disruptive, violent or suspected of committing a crime while on Federally controlled property, but you do not have the authority to arrest a suspect. A PSO’s authority to detain is based on their State’s private person/citizen’s arrest authority or special police status

Prevent and detect crime rather than investigate and solve crimes

Seize illegal items and turn over to a law enforcement officer

3.3. POST DESK BOOK

FPS provides a Post Desk Book at each of their PSO post. A post is an area of responsibility. A post can be “fixed” or “roving.” A fixed post can be located at an access control point, an information desk, or a loading dock for a facility.

The Post Desk Book provides important

Federal Protective Service – PSO SMART BOOK 23 information on duties to be performed. Your knowledge of its contents is essential and every PSO shall refer to it when necessary. Using the duty book will ensure all PSOs at that post are conducting business in the same manner. It contains all current policies, orders, instructions, emergency procedures and any other information deemed pertinent for the facility. Incoming PSOs will read the duty book for any changes, additional information, etc. that may have occurred. The Post Desk Book is divided into five parts:

3.3.1. POST ORDERS

This section contains general guidance issued by FPS and applies to all posts.

General Information Contains information about the facility, tenants, points of contact, etc., that are common to all security posts in a facility.

General Duties Contains post-specific information, including:

Post hours

Instructions on opening/closing a post

Communications

Officer responsibilities

Emergency Procedures

Procedures for the officer at a post to follow in the event of an emergency, which may be different from procedures in the Occupant Emergency Plan (OEP) for the tenant population, may include:

Active Shooter

Civil Disturbances

Elevator Malfunction

Explosion or fire

Hazardous materials/CBRN events

Medical emergencies

Code Adam

Natural hazards or events

Power, water, and/or natural gas disturbance

Suspicious object

Bomb threats

Workplace violence; the commission of violent crimes at a place of work

Suspicious or unlawful activity

Building evacuation

Shelter-in-place

3.3.2. POST ORDERS ADDENDUMS

Provide instructions that are specific to the function of the post. This section contains information provided locally and applies to the specific post.

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