Sunstates Security Officer Orientation Program

Organizational Chart

Branch 93 Chain of Command Branch Manager Ryan Moran Site Supervisor Security Officer Operations Manager Patrol Division Highwoods Account Manager

At Sunstates, SAFETY IS JOB #1 As a condition of employment, I promise to work safe, to protect others, and myself, from accidents and injuries by promoting, thinking, and initiating safety best practices, at all times.

Reporting On-the-Job Accidents / Injuries All accidents & injuries, no matter how minor, must be IMMEDIATELY reported to your supervisor. You must complete the required accident reporting forms. Forward copies of all paperwork received from the medical facility to your supervisor.

Injury & Accident Reporting Forms The following Sunstates Security reporting forms must be completed: GF-10 Incident Report SF-05 Offer of Medical Treatment

Information Posters Posted on bulletin boards, or found in the SOPM or Safety Manual, at your work site After hours availability Branch Management contact information Express concerns about work conditions Share improvement ideas Report improper behavior The call is toll free You can remain anonymous

Quality Assurance Program (QA-1) The Quality Assurance (QA) Program ensures that Sunstates maintains the highest of standards. The QA program inspects processes, not people. Designed for consistency of operations. The QA-1 is a tool used to identify processes embedded within our operations, where improvement may be possible, and then to monitor those processes to ensure that improvement is achieved.

Role of the Security Officer The Security Officer has the responsibility of expertly balancing safety and customer service. Protecting the buildings we patrol is our first priority and number one objective. Carrying it out with an attitude of service is equally as important. As outlined in the job description, the key responsibilities of the Security Officer are to: Monitor systems and safety hazards Protect against theft, violence and vandalism Monitor activity and entry and exits Preserve order and rule compliance Provide emergency or first response Prepare reports and documentation Other duties such as receptionist, use of video surveillance equipment, personal protective equipment and company vehicle may be required and authorized

Post Orders When reporting to post for the first day of work, the officer will receive and become knowledgeable of any Post Orders and Standard Operating Procedures (SOP). Both are available on post and should be referred to as needed. Failure to follow the instructions of the Post Orders, SOPs, those of the shift supervisor and client are considered a violation of the code of conduct and are grounds for corrective action up to and including termination. If at anytime, you are unsure how to carry out your duties, contact your supervisor immediately for direction.

Abandoning Post Abandoning post without relief is considered grounds for termination of employment. The security officer should remain on post until they are relieved by another officer during shift change. In situations where no relief officer is scheduled or expected, the officer should remain on post until end of shift, a supervisor or client authorizes relief, or as otherwise outlined in Post Orders. In situations where relief is scheduled or expected, the supervisor should be notified if relief does not arrive on time, and the officer should wait to leave post until another officer reports for duty. Do not leave the post for meals and other breaks unless relief is available.

Responding to Emergency Situations Always refer to the Post Orders and SOPs to determine how to react to emergency situations. Remember that every client has different protocols therefore, if you work at different sites or for different clients, you must be knowledgeable of each of the Post Orders and SOPs. Your timely response and accurate handling of an emergency situation is crucial in protecting the safety of others and yourself. Exhibiting a calm, protective and professional demeanor is key in diffusing dangerous or threatening situations.

Employee Training & Education Record The Training & Education Record is used to document training completed by each security officer. The officer signs and dates the Record as each course, module, or lesson is completed. The Record is customized for each site, to include a detailed training checklist that mirrors the requirements of the SOPM. The Record verifies that an officer has satisfactorily completed the required training.

Sunstates Officers Learning Online (SOLO) All Sunstates Officers are required to complete a 12 module internet-based basic training course within 180 days of being hired. The modules cover topics such as workplace safety, customer service, counter-terrorism, workplace violence, and standard operating procedures. The modules are self-paced. So, you can start, stop, and return to complete modules, at your convenience. Once all 12 modules are complete, you must pass the final exam with a score of 100%. An abundance of online training is available for all Sunstates employees. Additional mandatory training courses may be assigned. Upon successful completion of any course, you will receive a certificate of completion, to be added to your training & education record.

Company News Letter “The Lancer” The Lancer provides useful information about what’s happening at Sunstates. Published quarterly; filled with interesting articles and facts including: Corporate news Regional news Employee of the Month awards Employee promotions Safety awareness tips

Customer Service “The WOW Factor” Sunstates Security has built its reputation on providing the highest quality of services, and by remaining committed to 100% customer satisfaction Enhanced customer loyalty is pivotal to retaining current customers and gaining new customers Quality customer service means exceeding our customers’ expectations “The WOW Factor” of customer service is straightforward. This is achieved by: Being professional, courteous, and friendly, at all times Projecting a positive “attitude of servitude”, at all times Honoring your commitment to being reliable, and doing your job Challenging yourself to “WOW” the customer, each and every shift

The Employee Handbook You have a duty to know, and are responsible for abiding in, the contents of the Employee Handbook. The Handbook is located at the back of the Standard Operating Procedures Manual (SOPM). There is a SOPM at every job site. If you have questions about anything in the Handbook, you should ask your supervisor, immediately. The Handbook is derived from Sunstates Policies. A complete Policy Manual is available at the Corporate office and at every branch office, for your review, during normal business hours.