approved locksmithing nos april 2011 - skills for...

Locksmithing

National Occupational Standards

Final version approved April 2011 1

Approved Suite of National Occupational Standards

for

Locksmithing

April 2011

Locksmithing



Key purpose The key purpose of a locksmith is to supply, fit, repair and open all types of physical and electronic closing and locking devices and produce the means of operating them to provide for the security and safety of people, property and other assets.

Overview

These Standards define the competencies required to carry out the functions

carried out by Locksmiths.

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 do not equate directly to qualifications, but are used to derive

relevant competency-based qualifications for the work in the Locksmiths

Sector.

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 supply, fit, repair and open all types of physical and electronic closing and

locking devices and produce the means of operating them to provide for the

security and safety of people, property and other assets.

Locksmithing



Glossary of Terms

Glossary terms were defined as part of the standards development completed

by industry representatives in early 2010 and subsequently refined and added

to through discussion on the standards. The terminology is reflected in the

standards. Some terms may have wider applicability or different connotations

in one of the home nations.

Matrix – graph type chart matching keys to doors to create a keying system

Key types – key types fall in to various families which include (but not

exclusively);

• Stepped keys for lever mechanisms e.g. mortice, safe, flat steel, cabinet

• “V” cut keys e.g. Standard pin tumbler, Cruciform and Disc tumbler

• Dimple cut keys

• Track cut keys (also known as Laser)

• Radial pin tumbler keys

• Radial slider keys

• Rotating pin keys

• Rotating disc keys

• Sliding disc keys

• Pump type keys

Mechatronic – an electronic element which can be added to any of the above

Locking mechanism – fall in to various families which include (but not

exclusively);

• Mortice lock fitted in to the edge of the door; lever or cylinder operated

• Rim lock surface mounted on the door; lever or cylinder operated

• Safe lock e.g. pump, dial combination, lever, pin, electronic, cylinder, time

• Padlock

• Cam lock fitted to lockers, cash boxes and post boxes

• Espagnolette multi point locking device driven by a central point

• Original equipment manufacturers locks (OEM) - specialist locks made for a

specific application using any of the key types listed above

Cylinder (sometimes known as a barrel) - is a key driven mechanical device

which operates the locking element of a security device available in a range of

different styles and shapes including (but not exclusively);

• Euro • Threaded

• UK oval • Cam lock

• Scandinavian oval • Inter-changeable core

• Australian oval • Knobset

• UK rim • Finnish Round

• Continental rim • Swiss Round

Locksmithing



NOS Title

Provide locksmith information and advice to meet

customers’ needs SFS LCK 1 Meet customers’ needs for

locksmith information and advice Enable customers to resolve complaints

Respond to clients who require security devices and

door hardware

Record details of clients’ security devices and door

hardware requirements

SFS LCK 2 Identify client’s security devices

and door hardware requirements

Produce quotations for security devices and door

hardware, their installation and their maintenance

SFS LCK 3 Survey sites to prepare

specifications for security devices and door

hardware

Survey sites to collect information for the

specification, installation and maintenance of

security devices and door hardware

SFS LCK 4 Review drawings to prepare

specifications of security devices and door

hardware

Review drawings to collect information for the

scheduling, installation and maintenance of security

devices and door hardware

Design the key suite SFS LCK 5 Key system design and lock

assembly Assemble and test lock

SFS LCK 6 Cut and provide key Cut and provide key

Identify faults with security devices and door

hardware SFS LCK 7 Diagnose and rectify faults on

security devices and door hardware Rectify faults in security devices and door hardware

Plan and prepare to open security devices to gain

access to property and equipment SFS LCK 8 Open security devices to gain

access to property and equipment Open security devices to gain access to property and

equipment

SFS LCK 9 Maintain security of customer

keys and records during locksmith activities

Maintain security of customer keys and records

during locksmith activities

Plan and prepare to install security devices and door

hardware

Install security devices and door hardware SFS LCK 10 Install security devices and

door hardware Test and hand over security devices and door

hardware

Calculate the price of customers’ purchases SFS LCK 11 Process payments for

purchases of locksmith services, security

devices and door hardware Process sales payments

SFS LCK 12 Conducting dynamic risk

assessments during locksmith activities Carry out dynamic risk assessments

Locksmithing



SFS LCK 13 Receive, verify and store


Prepare and accept for the receipt of goods and

materials

Maintain stocks to specified levels SFS LCK 14 Maintain and supply stocks to

specified levels Supply goods from stock

CU28.1 Prepare equipment and machines for

maintenance LAN CU28 Prepare for and maintain

equipment and machines (imported from the approved LANTRA Agricultural Crop Production standards)

CU28.2 Maintain and repair equipment and

machines

SFS SCM 6 Maintain confidentiality and

security of information (imported from the approved Skills for Security, Security Management standards)

Ensure confidentiality and security of information

SFS 1 Protect yourself from the risk of

violence at work (imported from the approved Skills for Security Common Core Standards)

Protect yourself from the risk of violence at work

SFS 2 Make sure your own actions reduce

risks to health and safety (imported from the approved Skills for Security Common Core Standards)

Make sure your own actions reduce risks to health

and safety

SFS 3 Promote a healthy and safe culture

in the workplace (imported from the approved Skills for Security Common Core Standards)

Promote a healthy and safe culture in the workplace

4.1 Develop and maintain communication with

people SFS 4 Communicate effectively with others (imported from the approved Skills for Security Common Core Standards) 4.2 Maintain the security of information

SFS 5 Give a positive image of yourself (imported from the approved Skills for Security Common Core Standards)

Give a positive image of yourself

6.1 Develop effective working with staff in other

agencies SFS 6 Work effectively with other agencies (imported from the approved Skills for Security Common Core Standards) 6.2 Sustain effective working with staff in other

agencies

SFS 8 Develop productive working

relationships with colleagues

(imported from the approved Skills for Security Common Core Standards)

Develop productive working relationships with

colleagues

SFS 10 Provide leadership for your team (imported from the approved Skills for Security Common Core Standards)

Provide leadership for your team

Locksmithing



SFS 11 Ensure compliance with legal,

regulatory, ethical and social requirements (imported from the approved Skills for Security Common Core Standards)

Ensure compliance with legal, regulatory, ethical and

social requirements

SFS 13 Manage your own resources and

professional development (imported from the approved Skills for Security Common Core Standards)

Manage your own resources and professional

development

SFS 14 Promote equality and value

diversity (this unit has been imported from the approved Skills for Security Common Core Standards)

Promote equality and value diversity

SFS 16 Assess and address risk to the

environment (imported from the approved Skills for Security Common Core Standards)

Assess and address risk to the environment

SFS 19 Report writing

(imported from the approved Skills for Security Common Core Standards)

Report writing

SFS LCK 1 Meet customers’ needs for locksmith information and advice

Final version approved April 2011

7

verview

This NOS sets out the skills, knowledge and understanding for you to provide

information and advice.

There are 2 areas:

• Provide locksmith information and advice to meet customers’ needs

• Enable customers to resolve complaints



8

Performance criteria

You must be able to:

Provide locksmith information and advice to meet customers’ needs

1. acknowledge promptly and politely requests for information and advice

2. clarify accurately and confirm the customers’ needs for information and

advice

3. communicate with customers clearly and in ways most likely to be

understood by the customer

4. take action that is supportive of the customers’ needs

5. give customers accurate advice about how best to meet their needs when

the information and advice required cannot be provided directly

6. ensure information and advice provided is up-to-date, accurate and

complete

7. ask customers politely to confirm that the information provided meets their

needs

8. identify and implement alternative ways of meeting the customers needs if

they express dissatisfaction with the information provided

9. manage expectations of customers to make sure they are realistic

you must be able to:

Enable customers to resolve complaints

10. identify accurately the nature of complaints from information obtained from

customers

11. assess complaints, acknowledge them clearly and provide apologies

12. ensure action to remedy complaints is consistent with your organisation’s

policies and procedures

13. refer the matter to the appropriate person promptly and explain the

procedure clearly to the customer when the action required to deal with

complaints is outside your responsibility

14. courteously conduct transactions with customers, colleagues and others

involved with complaints

Scope/range

There is no scope/range for this NOS



9

Knowledge and understanding

You need to know and

understand:


understand:


understand:

Legal and organisational requirements

1. current relevant legislation, regulations, codes of practice and guidelines

relating to providing locksmith information and advice

2. why it is important to know about products and organisational procedures

3. the organisation’s policy on customer service and customer relationships

4. the organisation’s procedure for handling complaints and how to assess

complaints

Provide locksmith information and advice to meet customers’ needs

5. how to give information and check understanding

6. how to manage customer expectations

7. the importance of retaining customer loyalty and confidence

8. how to manage conflict

9. what acceptable alternatives may be offered to customers

Enable customers to resolve complaints

10. criteria for refusing to accept returned goods

11. reasons for offering refunds and replacement goods



10

Developed by Skills for Security

Version number 1.0

Date approved April 2011

Indicative review date

April 2014

Validity Current

Status Original

Originating organisation

Skills for Security

Original URN LCK 1

FM position Section 5 – Provide Customer Service

Relevant occupations

SFS LCK 2 Identify client’s security devices and door hardware requirements


11

Overview

This NOS sets out the skills, knowledge and understanding for you to identify,

record and provide quotations to meet the client’s requirements.

There are 3 areas:

• Respond to clients who require security devices and door hardware

• Record details of clients’ security devices and door hardware requirements

• Produce quotations for security devices and door hardware, their installation

and their maintenance



12



Respond to clients who require security devices and door hardware

1. respond effectively and promptly to clients, using appropriate methods of

communication that suit your clients

2. confirm the authority and responsibility of the person seeking locksmith

services

3. confirm your understanding of your clients’ requirements

4. confirm your clients’ understanding of any information you provide

5. confirm you have access to sufficient information from which to develop

quotations

6. explain and confirm your clients’ understanding of the scope and

limitations of the actions that you and your organisation can take

7. maintain the security and confidentiality of information relevant to clients

and their security objectives


Record details of clients’ security devices and door hardware

requirements

8. record details accurately and in a retrievable format

9. record relevant information sufficient to develop quotations to meet clients’

security requirements

10. take prompt and appropriate action to deal with identified gaps of

information

11. maintain the security and confidentiality of information relevant to clients

and their security objectives


Produce quotations for security devices and door hardware, their

installation and their maintenance

12. provide all the relevant information in your quotations that is required to

meet security devices and door hardware specifications

13. provide information clearly, completely and accurately in approved formats

and within required timescales

14. provide clear details of the responsibilities of your organisation, customers

and third parties where these exist

15. produce quotations that take account of the type of contract involved if

applicable

16. maintain the confidentiality of security information in line with relevant

legislation, codes of practice

17. base your calculations on suppliers’ prices, approved NOS costs for labour,

and profit margins



13

Scope/range

1. clients

1.1 government

1.2 commercial

1.3 not for profit entities

1.4 private

2. methods of communication

2.1 verbal

2.2 written

2.3 face to face

2.4 electronic

3. requirements

3.1 products

3.2 services

3.3 upgrades

3.4 personnel

3.5 advice

4. information

4.1 costs

4.2 installation schedules

4.3 maintenance schedules

4.4 responsibilities

4.5 specific details

4.6 terms and conditions

4.7 risk assessments

4.8 method statements

5. quotations

5.1 plans

5.2 procedures

5.3 systems

5.4 financial budgets

5.5 proposal

6. limitations

6.1 personal

6.2 organisational

6.3 legal

7. format

7.1 text

7.2 graphic

7.3 electronic

7.4 photograph



14



understand:


understand:


understand:


understand:


1. current relevant legislation, regulations, codes of practice , guidelines and

product standards relating to providing security devices and door hardware

2. the scope and limitations of actions that you and your organisation can

take i.e. determined by capabilities, current relevant legislation, codes of

practice, limits of your remit within your organisation

3. the current relevant legislation, regulations, codes of practice, guidelines

and product standards relevant to providing quotations

4. your organisation’s policies and requirements for providing quotations

5. where to find costs of system components: suppliers’ catalogues and price

lists, labour rates and profit margins, company pricing list in accordance

with company procedures

Respond to clients who require security devices and door hardware

6. the limits of your remit within your organisation

7. the limits of your knowledge and from where to obtain further specialist

assistance

8. how to interpret information from clients to determine security needs

9. relevant security devices and door hardware appropriate to the customers’

requirements

Record details of clients’ security devices and door hardware

requirements

10. how and why you should store accurate details of clients’ requirements

11. where and how to access information from other sources when needed

12. how and why it is important to maintain the security and confidentiality of

recorded information

Produce quotations for security devices and door hardware, their

installation and their maintenance

13. the processes and procedures involved in preparing quotations

14. your organisation’s policies and requirements for providing quotations

15. why you must provide specific details of variations, special requirements,

installation arrangements, or other factors that could affect quotations

16. how to select the best option from a number of possibilities of components

and system arrangement

17. why it is important to clarify anomalies, and record deviations when you are

calculating costs



15


understand:


understand:

Communication

18. how and why it is important to communicate with clients effectively and

promptly

19. how, why and when to use different communication methods

Security of information

20. how and why you should maintain the security and confidentiality of

information



16


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 2



SFS LCK 3 Survey sites to prepare specifications for security devices and door hardware


17

Overview

This NOS sets out the skills, knowledge and understanding for you to carry out

site surveys and specifications.

There is 1 area:

• Survey sites to collect information for the specification, installation and

maintenance of security devices and door hardware



18



Survey sites to collect information for the specification, installation and


1. confirm you have all the necessary and correct details of customer

requirements to carry out site surveys

2. use survey methods that are appropriate to the type of security devices

and door hardware, site and customer requirements

3. recognise and record accurate and relevant factors and site

characteristics that could impact on schedules, specifications and

installation

4. record relevant accurate details and data on which schedules and

specifications can be produced and installations can be carried out

5. complete surveys and provide specifications within agreed timescales

6. carry out surveys and provide specifications in line with relevant codes of

practice and standards

7. maintain the confidentiality of information, sites and schedules in line with

relevant legislation, codes of practice and guidelines

8. confirm that the product standards you are working to are current and

relevant

Scope/range

1. requirements

1.1 specified in advance

1.2 not specified in advance

1.3 site details

1.4 performance

2. site

2.1 commercial

2.2 industrial

2.3 retail

2.4 domestic

2.5 governmental

3. factors

3.1 use

3.2 occupancy

3.3 access

3.4 anticipated alterations to the site

4. site characteristics

4.1 physical

4.2 environmental

4.3 hazardous



19



understand:


understand:


1. current relevant legislation, regulations, codes of practice, product

standards and guidelines relating to the security devices and door

hardware to be installed

Survey sites to collect information for the specification, installation and


2. the details you need for preparing security devices and door hardware

schedules and specifications, and from where to get these details

3. why you must have accurate and up to date details of security devices and

door hardware, sites and customer requirements

4. when you might need to liaise with other people to survey sites

5. how to carry out surveys, take appropriate measurements and record

relevant details of surveys

6. how to read and interpret architectural and similar drawings

7. how to recognise factors that could affect security devices and door

hardware installation or operation, and how to record the details fully and

accurately

8. relevant security devices and door hardware appropriate to the customers’

requirements



20


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 3

FM position Section 2 – Provide locksmith services


SFS LCK 4 Review drawings to prepare specifications of security devices and door hardware


21

Overview

This NOS sets out the skills, knowledge and understanding for you to review

drawings to prepare specifications.

There is 1 area:

• Review drawings to collect information for the scheduling, installation and




22



Review drawings to collect information for the scheduling, installation

and maintenance of security devices and door hardware

1. confirm you have all the necessary and correct details of customer

requirements to review drawings

2. recognise and record accurate and relevant factors and site

characteristics that could impact on schedules, specifications and

installation

3. record relevant accurate details and data on which schedules and

specifications can be produced and installations can be carried out

4. maintain the confidentiality of information, sites and security devices and

door hardware in line with relevant legislation, codes of practice

5. review designs and specifications for systems that meet the requirements

of relevant legislation, regulations, standards and codes of practice



23

Scope/range

1. requirements

1.1 specified in advance

1.2 not specified in advance

1.3 site details

1.4 product performance

1.5 statutory

2. factors

2.1 use

2.2 occupancy

2.3 access

2.4 anticipated alterations to the site

3. site characteristics

3.1 physical

3.2 environmental

3.3 hazardous

4. sites

4.1 commercial

4.2 industrial

4.3 retail

4.4 domestic 4.5 governmental



24



understand:


understand:


1. current relevant legislation, regulations codes of practice, guidelines and

product standards relevant to the security devices and door hardware to be

installed

Review drawings to collect information for the schedule, installation and


2. the details you need for preparing schedules and specifications, and from

where to get these details

3. why you must have accurate and up to date details of security devices and

door hardware, sites and customer requirements

4. when you might need to liaise with other people to review drawings

5. how to read and interpret architectural plans and drawings, take

appropriate measurements and record relevant details of review

6. how to recognise factors that could affect product installation or operation,

and how to record the details fully and accurately

7. why it is important to have and use sufficient valid, accurate and up to date

information from drawings

8. typical timescales and activities involved in the installation, including

manpower requirements



25


Version number 1.0

Date approved TBC


TBC

Validity Current

Status Original


Skills for Security

Original URN LCK 4



SFS LCK 5 Key system design and lock assembly


26

Overview

This NOS sets out the skills, knowledge and understanding for you to design

and assemble master key, key differ and keyed alike suites.

There is 2 areas:

• Design the key suite

• Assemble and test lock



27



Design the key suite

1. establish customer’s requirements for the key suite

2. identify suitable manufacturer’s products, key types and locking

mechanisms

3. resolve discrepancies between the customer’s requirements and what is

available

4. take appropriate action if you cannot resolve discrepancies yourself

5. create a matrix to match the system design in line with your organisation’s


6. identify if the system is to be designed in-house or externally

7. confirm all necessary equipment is available, in good working order and

suitable for the job complying with relevant safety requirements


Assemble and test lock

8. confirm that all components and materials needed for assembly are

available and match key systems design

9. follow the workplace instructions and suppliers' or manufacturers'

instructions for the safe use of equipment, materials and products

10. confirm all necessary equipment is available, in good working order and

suitable for the job complying with relevant safety requirements

11. make sure you have the necessary technical documentation to carry out

assembly and test

12. prepare your work station for assembly and test

13. assemble lock in line with system and manufacturer’s criteria

14. mark locking mechanism in line with matrix

15. confirm the correct keys operate lock

16. identify and carry out relevant tests on the lock and key

17. take appropriate action to remedy situations where the lock and key do not

meet their operational requirement



28

Scope/range

1. key types

1.1 ‘V’ lock

1.2 slider

1.3 disc tumbler

1.4 rotating disc

1.5 rotating pin

1.6 stepped

2. locking mechanism

2.11 cylinder shapes

2.12 lock types

3. tests

3.1 smooth operation

3.2 cross keying

3.3 finish

4. action

4.1 adjustment

4.2 repair or replacement you carry out 4.3 report details to another person



29



understand:


understand:


understand:


understand:


understand:



relating to the key system design


relating to manufacturers’ guidelines

3. suppliers’ and manufacturers’ instructions for the safe use of equipment,

materials and products which you must follow

Design the key suite

4. how to interpret information from clients to determine the required key

system design

5. how to create a matrix in line with your organisation’s policies and

procedures

6. the limitations, constraints and capabilities relating to key system design

within your organisation

7. how a key system is constructed

Assemble and test lock

8. why it is important for the component and materials to be correct and

available and how to confirm this

9. how and why it is important to create and use a matrix

10. how to identify and carry out relevant tests on the lock

11. the expected operation of lock and key being tested, including the

expected results of the tests you carry out

12. how to interpret the test results and what type of appropriate action to take

13. how to mark locking mechanism according to process

Use of equipment

14. why it is important to check the safe and correct operation of equipment,

how to do this and how to deal with any that do not meet requirements

15. why it is important to know what test equipment is required

16. the performance, limitations and availability of equipment and components

that you could use in your design, assembly and test

Communication / Liaison

17. from whom and where to seek specialist advice



30


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 5



SFS LCK 6 Cut and provide key


31

Overview

This NOS sets out the skills, knowledge and understanding for you to ethically

and competently produce keys.

There is 1 area:

• Cut and provide key



32



Cut and provide key

1. identify if the key or lock carries any restrictions or patents according to

your organisation’s policies and procedures

2. seek specialist advice and assistance where necessary

3. identify relevant key blank

4. confirm the equipment and materials are available

5. confirm the equipment is calibrated correctly in line with your organisation’s


6. report the details of faulty or dangerous equipment to the relevant person

7. obtain the relevant key blank

8. cut the key using the relevant appropriate method

9. finish the key in accordance with your organisation’s policies and

procedures

10. hand over the key in line with your organisation’s policies and procedures

11. complete documentation in line with your organisation’s policies and

procedures



33

Scope/range

1. equipment

1.1 key horse

1.2 files

1.3 key machine

1.4 vice

1.5 key saw

1.6 blank identification book

1.7 marking stamps

1.8 key gauge

2. cut

2.1 code

2.2 copy hand

2.3 to lock

2.4 pre-cut

2.5 by machine



34



understand:


understand:


understand:


understand:


1. the relevant Health and Safety requirements for using machinery and

equipment to cut keys

2. your organisation’s policies and procedures to obtain and supply restricted

keys

Cut and provide key

3. different types of key and method of production

4. what methods to use to identify a key blank

5. how to identify relevant key blank

6. how to obtain relevant key blanks

7. how to identify restricted or patented keys and locks

Use of equipment

8. how to make and use specialist locksmith tools

9. why it is important for equipment to have a current calibration certificate

10. the capabilities and limitations of the tools and equipment that you use

11. why it is important to use tools and equipment correctly

12. how to identify the correct key machine

13. how and why it is important to verify and change the key machine’s

settings


14. from whom and where seek advice



35


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 6



SFS LCK 7 Diagnose and rectify faults on security devices and door hardware


36

Overview

This NOS sets out the skills, knowledge and understanding for you to identify

and rectify faults.

There are 2 areas:

• Identify faults with security devices and door hardware

• Rectify faults in security devices and door hardware



37



Identify faults with security devices and door hardware

1. confirm the nature of the fault before diagnosing causes

2. discuss with the customer and take suitable action to minimise potential

disruption

3. carry out diagnoses to identify most likely causes of faults using logical and

systematic processes

4. get help to diagnose causes of faults from appropriate persons when you

need it

5. record diagnosis in line with your organisation’s policies and procedures

6. comply with relevant health and safety requirements while diagnosing

faults


Rectify faults in security devices and door hardware

7. communicate effectively to the customer throughout the repair process

8. carry out appropriate action to identified faults to restore performance of


9. confirm security devices and door hardware meet the required

performance after a fault repair

10. label replaced faulty components and remove from customers’ premises, in

line with your organisation’s policies and procedures

11. record repairs in line with your organisation’s policies and procedures

12. comply with relevant health and safety requirements while carrying out fault

repairs in security devices and door hardware

13. dispose of waste debris and surplus materials in line with your

organisation’s policies and procedures



38

Scope/range

1. nature of faults:

1.1 permanent

1.2 intermittent

1.3 partial failure

1.4 full failure

2. action to restore performance:

2.1 replacement

2.2 repair

2.3 adjustment



39



understand:


understand:


understand:


understand:


understand:


1. current relevant regulations, codes of practice and guidelines relevant to

the operation of security devices and door hardware

2. current relevant regulations, legislation, codes of practice and guidelines

relevant to the operation, testing and fault repair of security devices and

door hardware

Identify faults with security devices and door hardware

3. why it is important to get sufficient information about the fault before

starting to diagnose the cause

4. the required operational performance of security devices and door

hardware and their components relevant to the specifications

5. what tests you must use to diagnose reported faults

6. the purpose and results of the tests you carry out

Rectify faults in security devices and door hardware

7. what actions to take to rectify faults, and how to carry them out

8. why it is important to dispose of waste debris and surplus material safely

and in line with your organisation’s policies and procedures

9. when repair is not appropriate and what action to take

Record keeping

10. why it is important to record accurate details of reported faults, tests carried

out, results and fault repairs and make them available to the relevant

person


11. how to discuss and agree work activities mutually acceptable to customers

and yourself



40


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 7



SFS LCK 8 Open security devices to gain access to property and equipment


41

Overview

This NOS sets out the skills, knowledge and understanding for you to ethically

and competently open security devices.

There are 2 areas:

• Plan and prepare to open security devices to gain access to property and

equipment

• Open security devices to gain access to property and equipment



42



Plan and prepare to open security devices to gain access to property and

equipment

1. confirm the customer’s identity and authority to gain access

2. confirm the nature of the problem with the customer

3. gather sufficient information regarding the security device to be opened

4. confirm that all equipment needed for opening security devices is

available

5. complete relevant documentation in line with your organisation’s policies

and procedures

6. identify suitable manufacturers’ products, key types and locking

mechanisms


Open security devices to gain access to property and equipment

7. identify the activity required to resolve the problem

8. establish customer’s requirements match your evaluation of the problem

9. confirm the customer’s identity and authority to gain access

10. confirm equipment and components are appropriate to the activity

11. inform the customer of any changes to proposed activity

12. carry out the opening process whilst minimising the risk to yourself and

others

13. comply with relevant Health and Safety requirements while opening

security devices

14. maintain the confidentiality of the opening techniques

15. make good any damage to building, structures or surfaces as agreed with

customer

16. re-secure the property and equipment to match the customer’s requirement

17. carry out actions that are suitable to restore security in line you’re your


18. hand over keys or codes as appropriate in accordance with your


19. complete documentation accurately in accordance with your organisation’s




43

Scope/range

1. equipment

1.1 lock identification manual

1.2 picking tools

1.3 bypass tools

1.4 drill

1.5 drill bits

1.6 replacement parts

1.7 light source

1.8 viewing equipment

2. documentation

2.1 decoding charts

2.2 indemnities

2.3 work sheet

3. key types

3.1 ‘V’ lock

3.2 Slider

3.3 Disc tumbler

3.4 rotating disc

3.5 rotating pin

3.6 stepped

3.7 mechatronic

4. locking mechanism

4.1 cylinder shapes

4.2 lock types



44



understand:


understand:


understand:


understand:


understand:


understand:



relating to gain access to property and equipment

2. your limitations and capabilities within your role

3. your organisation’s policies and procedures for gaining access to property

and equipment

4. your organisation’s policies and procedures to hand over the keys or codes

as appropriate

Plan and prepare to open security devices to gain access to property and

equipment

5. how and why it is important to confirm the customers identity and authority

to gain access following your organisations’ policies and procedures

6. what verification documents or procedures are acceptable to confirm

customers identity and authority to gain access

7. how to identify suitable manufacturers’ products, key types and locking

mechanisms

8. the methods and processes for gaining access to property and equipment

Open security devices to gain access to property and equipment

9. how and why it is important to re-secure the property and equipment

10. how and why it’s important to follow opening processes to minimise the risk

to yourself and others

11. how and why it’s important to maintain the confidentiality of the opening

techniques

12. the methods of repairing typical building surfaces and the standards of

finish required by customer

Use of equipment

13. from where to gather relevant equipment needed for opening security

devices

14. the capabilities and limitations of the tools and equipment that you use

15. why it is important to use the tools and equipment correctly


16. who to contact if you do not have the relevant documentation or product

knowledge

17. how and where to obtain information on new products and techniques

18. from whom and where to seek specialist advice

Documentation

19. from where to gather relevant documentation



45


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 8



SFS LCK 9 Maintain security of customer keys and records during locksmith activities


46

Overview

This NOS sets out the skills, knowledge and understanding for you to maintain

the security of customer keys and records.

There is 1 area:

• Maintain security of customer keys and records during locksmith activities



47



Maintain security of customer keys and records during locksmith

activities

1. maintain the security of keys, records and site information, following your

company procedures and guidelines

2. follow your companies procedures for key management, including

completing records

3. make sure there is no information attached to keys which could

compromise the security of the site

4. confirm by customer requirement that the site information and site details

held are current, sufficient and accurate for sites or premises to be

attended and meets company policies and procedures

5. ensure secure storage and transportation of customer keys and records

maintain the confidentiality of site and product information inline with

relevant codes of practice

6. confirm all customer key and record transfers are recorded and signed for

in line with company procedures



48

Scope/range

1. site information

1.1 address

1.2 location

1.3 means of access

1.4 hazards

1.5 alarm code

1.6 emergency contacts including telephone numbers



49



understand:


understand:


1. current relevant legislation, regulations, codes of practice, guidelines and

product standards relating to maintaining the security of customer keys and

records

2. your company procedures for the security and management of keys and

records

3. contractual requirements between your organisation and clients

Maintain security of customer keys and records during locksmith

activities

4. what site information you should have and why it is important to maintain

its security

5. why it is important to follow your company procedures related to the

transfer of responsibility of customer keys and records

6. your responsibility in relation to taking responsibility for customer keys and

records

7. why it is important to have and use sufficient valid, accurate and up to date

information

8. how and why it is important to ensure secure storage and transportation of

customer keys to maintain the confidentiality of site and product

information and the implications if you do not comply

9. how and why it is important to ensure an audit trail of all key and record

transfers in line with company procedures



50


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 9



SFS LCK 10 Install security devices and door hardware


51

Overview


installation and testing of security devices and door hardware.

There are 3 areas:

• Plan and prepare to install security devices and door hardware

• Install security devices and door hardware

• Test and hand over security devices and door hardware



52



Plan and prepare to install security devices and door hardware

1. confirm you have all the necessary documents required to carry out

installations

2. anticipate and plan contingency action to deal with potential problems with

installation work

3. confirm access arrangements are suitable for installation staff, equipment

and vehicles where required

4. confirm working arrangements with customers and third parties

5. confirm that all security devices, hardware and tools needed for

installations are available, meet specifications and comply with relevant

safety requirements

6. deal with any discrepancies in the availability of the correct equipment,

tools or documents before starting installation work

7. select suitable fixing devices and methods that are appropriate to sites and

building materials

8. set up safe and secure work areas that are convenient to installation staff

and customers

9. use temporary access equipment in line with safe practice, regulations and

customer’s restrictions

10. report the details of faulty or dangerous tools or equipment to the relevant

person

11. identify and liaise with relevant third parties


Install security devices and door hardware

12. install security devices and door hardware in line with installation

specifications, relevant regulations and codes of practice where

appropriate

13. use the correct tools and equipment safely to install security devices and

door hardware

14. take measures to prevent marking or damaging surfaces during installation

15. use suitable fixing devices and methods that are appropriate to the

equipment, sites and building materials

16. dispose of waste debris and surplus materials in line with your


17. make good any damage to building, structures or surfaces in line with your


18. comply with relevant health and safety requirements while installing



Test and hand over security devices and door hardware

19. identify the relevant tests that you are to carry out on the security devices



53

and door hardware

20. confirm that the security devices and door hardware comply with the

specification and are ready to be made operational

21. carry out required tests in line with your organisation’s policies and

procedures

22. take appropriate action to remedy situations where security devices and

door hardware that do not meet their operational requirement

23. give demonstrations and instructions that are suitable to the abilities and

authorities of intended users

24. make sure relevant documents are completed and passed to the relevant

person within required timescales

25. give full and accurate information to clients and third parties where

necessary about arrangements for after installation support

26. maintain positive and professional relations with clients at all times

27. maintain the confidentiality of information, in line with your organisation’s




54

Scope/range

1. documents

1.1 specifications

1.2 equipment schedules

1.3 administration

1.4 site plans

1.5 installation instructions

2. working arrangements

2.1 timescales

2.2 access

2.3 accommodation for stores and personnel (where required)

2.4 availability of other trades people

3. sites

3.1 commercial

3.2 residential

4. building materials

4.1 hard

4.2 soft

4.3 pre fabricated components

4.4 asbestos

5. tools or equipment

5.1 hand tools

5.2 power tools

5.3 test tools

5.4 templates

5.5 personal safety equipment

5.6 consumable items

6. tests

6.1 electrical

6.2 operational

6.3 induced faults

7. action

7.1 adjustment

7.2 repair or replacement you carry out

7.3 report details to another person



55



understand:


understand:


understand:


understand:



relating to the installation of security devices and door hardware

2. the relevant health and safety requirements for working on sites

3. current regulations and codes of practice relevant to installing security


4. current regulations and codes of practice relevant to the operation and

testing of security devices and door hardware

5. the requirements of safe and secure storage of equipment and materials

Plan and Prepare to install security devices and door hardware

6. why it is important to confirm suitable access for staff, equipment and

vehicles

7. what information you require to carry out installations, and what to do if it is

not all available to you

8. the different devices and methods for fixing solution components to typical

building materials

9. why it is important to set up safe and secure work areas, including for

equipment, tools, etc

Install security devices and door hardware

10. the different types of devices and methods for installing security devices

and door hardware, and how to select and use them

11. the properties of typical building materials and how to install security

devices and door hardware safely and securely

12. why it is important to dispose of waste debris and surplus material safely

and in line with your organisation’s policies and procedures

13. methods of preventing and repairing any damage to building, structures or

surfaces

Test and hand over security devices and door hardware

14. the tests relevant to the security devices and door hardware

15. the expected operation of security devices and door hardware being

tested, including the expected results of the tests you carry out

16. how to confirm that the security devices and door hardware meet the

required operational specification

17. how to give instructions and demonstrations in a logical and methodical

manner



56


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 10



SFS LCK 11 Process payments for purchases of locksmith services, security devices and door hardware


57

Overview

This NOS sets out the skills, knowledge and understanding for you to process

customer payments.

There are 2 areas:

• Calculate the price of customers’ purchases

• Process sales payments



58



Calculate the price of customers’ purchases

1. accurately identify the price of goods and services

2. promptly resolve any problems in pricing goods and services

3. gain advice from relevant people if you cannot resolve problems with prices

yourself

4. make correct calculations for purchases


Process sales payments

5. clearly and accurately inform customers of the amount due

6. confirm the cash amount given by the customer and the change you give

them

7. gain authorisation for accepting non-cash payments when the value of the

item exceeds the limit you are able to authorise

8. tactfully inform the customer when authorisation for payment cannot be

obtained for non cash transactions

9. accurately complete payment documentation

10. securely store payments and protecting them from theft

11. be courteous to customers at all times



59

Scope/range

1. calculations

1.1 using point of sale technology

1.2 physical calculation including calculator and long hand calculations

2. purchases

2.1 stock items

2.2 special offers

2.3 discounts

2.4 services

2.5 quotations



60



understand:


understand:


understand:


understand:


1. the way payments are calculated in line with your organisational

procedures

2. relevant rights, duties and responsibilities relating to The Sale of Goods Act

3. organisational procedures for calculating and taking payments

4. organisational procedures for dealing with suspected fraud

Calculate the price of customers’ purchases

5. how to identify and check prices and quotations in your organisation

6. how to identify any current discounts and special offers

7. common methods of calculating payments including point of sale

technology and physical calculations

8. the value and importance of customer service to effective trading

operations

Process sales payments

9. how to keep cash and other payments safe and secure

10. the types of payment that you are able to receive

11. procedures for authorising non-cash transactions

12. how to check for and identify counterfeit payments

13. how to check for stolen cheques, credit cards, charge cards or debit cards

14. how to deal with customers offering suspect tender or non-cash payments

15. the value and importance of customer service to effective trading

operations


16. where to get information and advice to deal with pricing problems



61


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 11



SFS LCK 12 Conducting dynamic risk assessments during locksmith activities


62

Overview


dynamic risk assessments.

There is 1 area:

• Carry out dynamic risk assessments



63



Carry out dynamic risk assessments

1. base dynamic risk assessments on available information

2. confirm the security and safety status of sites and premises, following your

organisation’s guidelines and procedures

3. maintain your own safety and that of your colleagues whilst carrying out

dynamic risk assessments, following your organisation’s guidelines and

good practice, including maintaining required communications

4. act within the limits of your authority and responsibility

5. call for assistance if needed from relevant people



64

Scope/range

1. information

1.1 client instructions

1.2 visual and audible inspection

1.3 other sources

1.4 briefings

2. relevant people

2.1 emergency services

2.2 colleagues

2.3 clients

2.4 contractors

2.5 general public



65



understand:


understand:


understand:



relating to locksmith activities

2. your organisation’s procedures and contractual requirements for locksmith

activities

Carry out dynamic risk assessments

3. your responsibility in relation to health and safety, particularly when

carrying out visual risk assessments

4. what factors you should take account of to assess the risks of entering

sites, premises, vehicles and other possessions

5. why it is important to base dynamic risk assessments on available

information

6. how to carry out dynamic risk assessment

7. the limits of your authority and responsibility in relation to locksmith

activities


8. from whom and how to call for support



66


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 12

FM position Section 4 – Maintain Health and safety in the working environment


SFS LCK 13 Receive, verify and store security devices and door hardware


67

Overview

This NOS sets out the skills, knowledge and understanding for you to

administer the goods storage system.

There is 1 area:

• Prepare and accept for the receipt of goods and materials



68



Prepare and accept for the receipt of goods and materials

1. compare order confirmation and delivery note with order requirements and

notify relevant persons of variations

2. ensure the receiving area is clean, tidy and free from obstructions and

hazards

3. confirm the availability and operational condition of handling equipment

suitable for operational requirements and report deficiencies to relevant

persons

4. maintain the availability of sufficient and suitable storage capacity to

accommodate anticipated deliveries

5. complete documentation accurately in line with company procedures

6. identify reasons to refuse goods damaged in transit before entry to stores

in line with your company procedures



69

Scope/range

1. relevant persons

1.1 line manager

1.2 supplier

1.3 order originator

1.4 health & safety representative

2. documentation

2.1 purchase order

2.2 order confirmation

2.3 delivery note

2.4 stock control records



70



understand:


understand:


understand:


1. current relevant legislation, regulation, codes of practice, guidelines and

product standards relating to receiving, verifying and storing security


Prepare and accept for the receipt of goods and materials

2. how and why it is important to compare order confirmation and delivery

note with order requirements

3. what to look for when checking type and quality of goods for their

acceptability

4. acceptable reasons for refusing goods entry to stores

5. use of stock control systems

6. what resources are available for checking goods entering storage

7. why it is important to handle goods safely

8. how and why it is important to keep areas clean, tidy and free from

obstructions and hazards

9. how and why it is important to maintain the availability of sufficient and

suitable delivery and storage capacity

Documentation

10. what documentation to use and why it is important to complete it accurately



71


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 13

FM position Section 2– Provide locksmith services


SFS LCK 14 Maintain and supply stocks to specified levels


72

Overview

This NOS sets out the skills, knowledge and understanding for those with

responsibility for the regular checking of stock, replenishment when levels are

running below that required to maintain operations and supplying goods from

stock.

There are 2 areas:

• Maintain stocks to specified levels

• Supply goods from stock



73



Maintain stocks to specified levels

1. check the required stock levels by reference to available information

2. confirm the amount in accordance with standard procedures for your work

environment

3. report deviations from expected results

4. identify requirements before shortfalls adversely affect operations

5. identify and withdraw damaged and faulty materials or products

6. maintain accurate and up-to-date records of requirements

7. replenish stock in the specified location with the type and quantity as

specified in the instruction

8. position and display stock to meet specified requirement

9. make sure the stock is handled to minimise the risk of injury to people and

minimise damage

10. complete the preparation and labelling as specified in your local work

practices

11. update stock records to record progress of goods into storage

12. set aside and report any items that are faulty, damaged or past their sell-by

date

13. leave the work area clean and tidy after stock replenishment is complete


Supply goods from stock

14. respond to a request for goods following your organisation’s policies and

procedures

15. identify location of required goods

16. verify goods selected meet the request criteria

17. notify appropriate persons of any discrepancies in line with your


18. pick and pack goods in line with delivery instructions

19. complete relevant documentation and update stock record in line with your


Scope/range

There is no scope/range for this NOS



74



understand:


understand:


understand:


understand:


understand:


1. current relevant legislation, codes of practice and guidelines relating to

manual handling

2. current relevant legislation, codes of practice and guidelines relating to

health & safety

Maintain stocks to specified levels

3. where to get information about stock levels

4. what inspections to make and why it is important to inspect stock before

shortfalls occur

5. why it is important to maintain stock to specified levels

6. where to get replacement items

7. what the requirements are for positioning stock

8. how to handle stock safely

Supply goods from stock

9. how to respond to a request for goods following your organisation’s policies

and procedures

10. how to identify location of required goods

11. how to verify goods selected meet the request criteria

12. how to pick and pack goods in line with delivery instructions

13. how to identify alternative goods to suggest substitution


14. who can help solve problems

15. how to notify appropriate persons of any discrepancies in line with your


Documentation

16. what documentation is required

17. how to complete relevant documentation and update stock records in line

with your organisation’s policies and procedures



75


Version number 1.0



April 2014

Validity Current

Status Original


Skills for Security

Original URN LCK 14



LAN CU28 Prepare for and maintain equipment and machines


76

Overview

This NOS concerns the maintenance and repair of equipment and machines.

Maintenance may be daily, periodic or seasonal. Maintenance may also be

required due to equipment malfunction. You are required to be competent in

relation to routine maintenance of equipment, and in relation to fault

identification and rectification. Important health and safety considerations

within this NOS include; the handling of stored energy (e.g. springs, belt

tension, hydraulic pressure or electrical discharge), the use of hazardous

substances and the disposal of waste products.

You will need to prepare equipment or machines for maintenance, and carry

out the required maintenance procedures. On completion of these

procedures, the equipment or machines must be returned to good working

order. Tools used to carry out the maintenance procedures are likely to

include hand tools and power tools. Waste materials may include hazardous

and non-hazardous materials. You are expected to be competent in dealing

with both such forms of waste.

The NOS covers manual (hand operated) and mechanical (engine driven)

equipment and machines.

This NOS covers the following:

Preparing and maintaining the following equipment and machines:

• manual

• mechanical

Preparing and carry out the following maintenance:

• routine

• breakdown

Obtaining, preparing and using the following tools:

• hand tools

• power tools

Disposal of both hazardous and non-hazardous waste correctly:

This NOS is imported from Lantra Approved Suite of Standards for Livestock

Production.



77




CU28.1 Prepare equipment and machines for maintenance

1. obtain the relevant information and authorisation for the maintenance

procedure

2. identify the equipment and machines requiring maintenance

3. make sure the equipment and machines for maintenance are safe, and

completely isolated from the power source

4. minimise dangers from contamination and hazardous chemicals

5. keep the work area safe and in a condition suitable for the maintenance

procedure

6. obtain the appropriate tools and materials for the maintenance procedures

7. complete the preparation of equipment and machines for maintenance in

accordance with manufacturers instructions

8. identify the relevant components for dis-assembly and re-assembly

purposes

9. maintain health and safety in accordance with relevant legislation and

codes of practice

CU28.2 Maintain and repair equipment and machines

1. assess the maintenance requirements based on the condition and use of

the equipment and machines

2. maintain health and safety in accordance with relevant legislation and

codes of practice

3. minimise the escape of substances and dispose of waste in a safe manner

and place

4. identify, remove and replace worn and damaged components in

accordance with manufacturers instructions

5. where replacement components are unavailable, safely store the

equipment and machinery, and take the appropriate action to obtain the

suitable replacements

6. carry out the maintenance in accordance with manufacturers instructions,

standard procedure and legislation

7. identify the need for expert advice and assistance and promptly refer this

matter to the appropriate member of staff

8. make sure that stored equipment and machines are safe, secure and

appropriately protected from any adverse conditions

9. carry out the correct tests on completion of the maintenance procedure to

confirm the machinery/equipment is returned to good working order

10. clean, service and store tools after use



78



understand:


understand:

CU28.1 Prepare equipment and machines for maintenance (a) circumstances in which authorisation must be obtained prior to

maintenance

(b) information required for the maintenance procedure and how it should be

obtained

(c) methods for preparing equipment and machines

(d) health and safety in relation to the preparation of equipment and

machines for maintenance and the usage of the work area

(e) the dangers created by stored energy and how these should be

responded to during the preparation stage

(f) hazardous chemicals and substances which may be present and ways in

which they should be dealt with

(g) the type of tools, equipment and materials required for the maintenance

procedure

(h) the ways, and reasons, for making equipment and machinery for dis-

assembly and re-assembly purposes

(i) types of protective clothing and the reasons why it must be worn

(j) the correct ways of wearing protective clothing

(k) the location of stored equipment and any associated components

(l) organisational health and safety policy and your specific responsibilities

under health and safety legislation

CU28.2 Maintain and repair equipment and machines

(a) methods for the diagnosis of faults and the identification of the root

cause

(b) routine maintenance requirements and why these must be adhered to

(c) factors which impact on the value of continuing with the procedure such

as cost of repair, estimated working life, immediate needs for the

equipment/machinery use

(d) the reasons and methods for maintaining equipment and machines

(e) the possible consequences of not maintaining equipment and machines

(f) legislative requirements relating to the maintenance of equipment and

machinery, and the work area

(g) hazardous chemicals and substances which may be present and ways of

minimising leakage

(h) safe and appropriate methods for disposing of waste materials

(i) components that require periodic replacement and the reasons for this

(j) procedures for obtaining replacement components

(k) safe and appropriate methods of storing equipment and machinery

(l) how and where to obtain expert advice in relation to maintenance

(m) the necessary post-maintenance checks

(n) organisational health and safety policy and your responsibilities under

health and safety legislation



79

Developed by Lantra

Version number 1.0

Date approved March 2009


March 2012

Validity Current

Status Imported


Lantra

Original URN CU28.1 and CU28.2

Functional Map position

Not provided


Not provided

SFS SCM 6 Maintain confidentiality and security of information


80

Overview

This NOS sets out the skills, knowledge and understanding for you to maintain

confidentiality and security of information.

There is 1 area:

• Ensure confidentiality and security of information



81




1. recognise information that is required to be confidential

2. recognise information that can be shared with other authorised persons

3. inform others of the limits of confidentiality applicable to your role

4. keep information secure following organisational procedures

5. ensure information is provided only to people who are authorised to receive

it

6. take appropriate action to deal with breaches of confidentiality and security

of information

7. inform relevant people where there is a breach of confidentiality and

security of information

8. report potential shortfalls in security of information to appropriate persons



82

Scope/range

1. information

1.1 images

1.2 audio recordings

1.3 written

1.4 electronic

2. action

2.1 report

2.2 investigate

2.3 review

3. relevant people

3.1 supervisor

3.2 manager

3.3 client

3.4 law enforcement agencies

3.5 statutory bodies



83



understand:


understand:



relating to the confidentiality and security of information

2. your organisation’s policy and procedures for maintaining safety and

security of information


3. how and why it is important to maintain the confidentiality and security of

information

4. how to identify information that must remain secure and confidential

5. how and why it is important to secure information to ensure confidentiality

and security

6. where information should be stored

7. how and why it is necessary to identify authorised persons

8. how and why it is important to recognise potential shortfalls in the security

of information

9. who to report potential shortfalls to

10. how to present details of potential weaknesses in a clear manner and in

different formats



84


Version number 1.0

Date approved February 2008


2011

Validity Current

Status Original


Skills for Security

Original URN SCM 6

FM position N/A


SFS 1 Protect yourself from the risk of violence at work


85

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 NOS includes the following activity:

• Protect yourself from the risk of violence at work

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 Approved Skills for Security Common Core

Suite of Standards


86


Performance criteria You must be able to:

Help to diffuse a potentially violent situation

1. maintain a calm, reassuring and professional attitude towards those

presenting unacceptable behaviour

2. maintain a safe distance and avoid physical contact if possible

3. 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

4. keep the situation under review and act to reduce the risks to the safety of

all those affected by the incident

5. 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

6. where you are unable to calm the situation down, request assistance

promptly as required by organisational procedure

7. 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

8. 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


Review your involvement in the incident

9. review the sequence of events leading up to the incident

10. discuss with relevant people whether organisational procedures helped or

hindered the incident

11. 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

12. assess the organisation’s and your own risk assessment relevant to your

activities and establish their adequacy for dealing with similar incidents

13. make recommendations to the relevant people for reducing the risk of

further similar incidents

14. identify areas where you would benefit from training

15. contribute to good practice by sharing relevant non confidential information

with other people in similar job roles which could help reduce incidents of

violence

16. make use of available support and advice to help prevent any incident-

related health problems, where appropriate


87


Scope/range

There is no scope/range statement for this NOS

Knowledge and understanding You need to know and

understand:

Protect yourself from the risk of violence at work

1. 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

2. your job role, responsibilities and limitations

3. your own capabilities and limitations in terms of protecting yourself in

potentially violent situations

4. when it is appropriate and possible to maintain a safe distance and avoid

physical contact

5. the importance of showing respect for people, their property and rights and

how to do so

6. how to avoid behaviour or language that may indicate you are being

discriminatory or oppressive

7. how to interpret simple body language and the importance of

acknowledging other people’s personal space

8. the importance of remaining alert to triggers of violent behaviour

9. the importance of planning how you will leave a situation if there is a

physical risk including identifying where the nearest exit routes are

10. the main signs that a situation could escalate to violent behaviour and how

to recognise these

11. when to leave the scene of the incident, seek help and safe techniques for

leaving the situation

12. the types of action and behaviour you can take to calm situations

13. your organisation’s procedures for dealing with violent behaviour

14. the importance of having the opportunity to talk to someone about the

incident afterwards

15. the reports that have to be made and the records that have to be kept

about a potential or actual incident of violence

16. methods of effective communication


88



Version number 1

Date approved May 2010


2013

Validity Imported

Status Original


ENTO

Original URN WRV 2

FM position N/A


SFS 2 Make sure your own actions reduce risks to health and safety


89

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 NOS is an understanding of the terms "hazard", "risk" and

“control”.


• Make sure your own actions reduce risks to health and safety

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.


Suite of Standards


90

SFS 2 Make sure your own actions reduce risks to health and safety Performance criteria You must be able to:

Identify the hazards and evaluate the risks in your workplace

1. identify which workplace instructions are relevant to your job

2. identify those working practices in your job which could harm you or others

3. identify those aspects of your workplace which could harm you or others

4. check which of the potentially harmful working practices and aspects of

your workplace present the highest risks to you or to others

5. deal with hazards in accordance with workplace instructions and legal

requirements

6. correctly name and locate the people responsible for health and safety in

your workplace

7. report to the people responsible for health and safety in your workplace

those hazards which present the highest risks


Reduce the risks to health and safety in your workplace

8. carry out your work in accordance with your level of competence,

workplace instructions, suppliers or manufacturers instructions and legal

requirements

9. control those health and safety risks within your capability and job

responsibilities

10. pass on suggestions for reducing risks to health and safety to the

responsible people

11. make sure your behaviour does not endanger the health and safety of you

or others in your workplace

12. follow the workplace instructions and suppliers' or manufacturers'

instructions for the safe use of equipment, materials and products

13. report any differences between workplace instructions and suppliers' or

manufacturers' instructions

14. 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

15. make sure you follow environmentally-friendly working practices

Scope/range



91

SFS 2 Make sure your own actions reduce risks to health and safety Knowledge and understanding You need to know and

understand:


1. what “hazards” and “risks” are

2. your responsibilities and legal duties for health and safety in the workplace

3. your responsibilities for health and safety as required by the law covering

your job role

4. the hazards which exist in your workplace and the safe working practices

which you must follow

5. the particular health and safety hazards which may be present in your own

job and the precautions you must take

6. the importance of remaining alert to the presence of hazards in the whole

workplace

7. the importance of dealing with, or promptly reporting, risks

8. the responsibilities for health and safety in your job description

9. the safe working practices for your own job

10. the responsible people you should report health and safety matters to

11. where and when to get additional health and safety assistance

12. your scope and responsibility for controlling risks

13. workplace instructions for managing risks which you are unable to deal

with

14. suppliers’ and manufacturers’ instructions for the safe use of equipment,

materials and products which you must follow

15. the importance of personal presentation in maintaining health and safety in

your workplace

16. the importance of personal behaviour in maintaining the health and safety

of you and others

17. the risks to the environment which may be present in your workplace

and/or in your own job


92

SFS 2 Make sure your own actions reduce risks to health and safety Developed by Skills for Security

Version number 1



2013

Validity Imported

Status Original


ENTO

Original URN HSS1

FM position N/A


SFS 3 Promote a healthy and safe culture in the workplace


93

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.


• Promote a healthy and safe 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.


Suite of Standards


94

SFS 3 Promote a healthy and safe culture in the workplace Performance criteria You must be able to:

Develop plans to promote a health and safety culture in the workplace

1. accurately identify where improvements and changes may be necessary

using current sources of information available in the workplace

2. find out how information on health and safety instructions and regulations

is currently communicated within the workplace

3. find out the current level of understanding of, and support for, health and

safety instructions and procedures by people at the workplace

4. base your improvement plans on your findings

5. concisely describe in your plans those resources which are necessary to

improve the current health and safety culture

6. include suitable performance measures and review dates in your plans


Implement plans to promote a health and safety culture in the workplace

7. present your plans for promoting a health and safety culture to the

appropriate people in a clear and effective manner

8. 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

9. check that relevant information and advice is provided at an appropriate

time, level and pace

10. make sure your plans include promoting the advantages and legal

necessities of following health and safety procedures

11. provide practical opportunities for regular consultation on health and safety

issues and ways of encouraging ideas on good practice

12. regularly monitor the effectiveness of your plans against agreed

performance measures

13. identify and review opportunities for further improvements to the health and

safety culture in the workplace

Scope/range



95

SFS 3 Promote a healthy and safe culture in the workplace Knowledge and understanding You need to know and

understand:

Promote a healthy and safe culture in the workplace

1. the employers’ and employees’ main legal responsibilities for health and

safety in the workplace

2. your responsibilities for health and safety as defined by any specific

legislation covering your job role

3. 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

4. the organisation structure and lines of communication

5. workplace instructions for communicating and consulting with colleagues

and others in the workplace

6. what hazards may exist in your workplace

7. the particular health and safety risks which may be present in your own job

role

8. the particular health and safety risks which may be present in other job

roles

9. the importance of remaining alert to the presence of hazards in the whole

workplace

10. the importance of dealing with, or promptly reporting, risks

11. the work areas and job roles where you are reviewing the current working

practices

12. workplace requirements for conducting a review of current working

practices

13. your own capabilities and the scope of your job role

14. the work areas and people who work there

15. the information needs of those people in the workplace affected by the

plans

16. the available information sources on health and safety within the workplace

17. the importance of keeping people regularly informed and discussing their

involvement


96

SFS 3 Promote a healthy and safe culture in the workplace Developed by Skills for Security

Version number 1



2013

Validity Imported

Status Original


ENTO

Original URN HSS4

FM position N/A


SFS 4 Communicate effectively with others


97

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.

This NOS includes the following activities:

• Develop and maintain communication with people

• Maintain the security of information

Target Group

This standard is designed to be applicable to everyone who works in the

security sector.


Suite of Standards


98



Develop and maintain communication with people

1. communicate in a manner that is consistent with relevant legislation,


2. communicate with people in a form and manner and using language that: is

open and respectful of them as individuals, is consistent with their level of

understanding, culture, background and preferred ways of communicating,

is appropriate to the context in which the communication is taking place,

promotes equality and values diversity

3. give people opportunities to check their understanding of the information

you have given them and ask questions

4. take the appropriate action to reduce any barriers to effective

communication

5. 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

6. seek support when you are having difficulty communicating effectively


Maintain the security of information

7. comply with legislation, policies and procedures related to the security of

information

8. disclose information only to those who have the right and need to know it

9. take the appropriate precautions when communicating confidential or

sensitive information

10. maintain the security of records when handling and storing them

11. alert the appropriate person when you think the security of information is

not being maintained or information is being misused


99


Scope/range

1. communication

1.1 non verbal

1.2 oral

1.3 written

1.4 electronic

1.5 telecommunication

2. barriers to effective communication

2.1environmental

2.2 personal

2.3 social

3. appropriate precautions in relation to:

3.1 who might overhear or oversee the information

3.2 who might access the information


100



understand:

Communicate effectively with others

1. the legislation, organisational policies and procedures that apply to

communication and particularly the security and management of

information

2. the nature of effective communication (including when you feel confident

communicating and when you do not)

3. the reasons for effective communication being an essential aspect of work

in the security sector

4. the barriers to effective communication including:

• those related to personal differences in: culture, language, gender,

literacy levels, experience, health/illness

• environmental barriers

• social barriers

5. how to modify communication so that the differences between you and the

people you are communicating with are minimised

6. 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)

7. how the context in which communication takes place can affect people’s

ability to understand and communicate

8. the reasons for checking with people to ensure that they understand the

information you are giving them and allowing them to ask questions

9. the actions that can be taken to reduce barriers to communication and how

to put them into practice

10. the nature and purpose of the records you make

11. the nature of information that might be sensitive and/or confidential and the

subtleties of this

12. the reasons for records only containing the information that is necessary

for the record’s purpose and being free from labelling and discrimination

13. the reasons for only disclosing information to those people who have the

right and need to know it and how you identify these people

14. what the appropriate precautions might be when communicating

information

15. how to handle and store information securely and safely

16. 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


101



Version number 1



2013

Validity Imported

Status Original


Skills for Security

Original URN unit 4

FM position N/A


SFS 5 Give a positive image of yourself


102

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.


• Give a positive image of yourself

Target Group

This standard is for those whose work within customer service involves

creating the right impression, responding to others and providing good

information.


Suite of Standards


103



Establish effective rapport with customers

1. meet your organisation’s standards of appearance and behaviour

2. greet your customer respectfully and in a friendly manner

3. communicate with your customer in a way that makes them feel valued and

respected

4. identify and confirm your customer’s expectations

5. treat your customer courteously and helpfully at all times

6. keep your customer informed and reassured

7. adapt your behaviour to respond effectively to different customer behaviour


Respond appropriately to customers

8. respond promptly to a customer seeking assistance

9. select the most appropriate way of communicating with your customer

10. check with your customer that you have fully understood their expectations

11. respond promptly and positively to your customers’ questions and

comments

12. allow your customer time to consider your response and give further

explanation when appropriate


Communicate information to customers

13. quickly locate information that will help your customer

14. give your customer the information they need about the services or

products offered by your organisation

15. recognise information that your customer might find complicated and check

whether they fully understand

16. explain clearly to your customer any reasons why their needs or

expectations cannot be met

Scope/range There is no scope/range statement for this NOS


104



understand:

Give a positive image of yourself

1. your organisation’s standards for appearance and behaviour

2. your organisation’s guidelines for how to recognise what your customer

wants and respond appropriately

3. your organisation’s rules and procedures regarding the methods of

communication you use

4. how to recognise when a customer is angry or confused

5. your organisation’s standards for timeliness in responding to customer

questions and requests for information


105



Version number 1



2013

Validity Imported

Status Original


Skills for Security

Original URN Unit 5

FM position N/A


SFS 6 Work effectively with other agencies


106

Overview

This standard is about developing and sustaining effective working

relationships with staff in other agencies.

This NOS includes the following activities:

• Develop effective working with staff in other agencies

• Sustain effective working with staff in other agencies

Target Group

This standard is designed to be applicable to most people who work in the

security sector and who routinely work with people from other agencies.


Suite of Standards


107



Develop effective working with staff in other agencies

1. understand the roles and responsibilities of the different people and

agencies you will be working with

2. agree and record arrangements for joint working that are: appropriate to

the nature and purpose of the work, likely to be effective in achieving their

aims

3. agree the information that needs to be shared, the reasons for this and

how to maintain the security of information

4. discuss and agree how and when the joint work will be monitored and

reviewed


Sustain effective working with staff in other agencies

5. undertake your role in the joint working in a way that is consistent with

agreements made, your own job role and relevant policies and standards

6. interact with people in the other agency in ways which: encourage effective

relationships and participation, respect their views, roles and

responsibilities, promote equality and value diversity, acknowledge the

value of joint working

7. represent your agency’s views and policies in a clear and constructive way

8. identify any tensions and issues in the joint working and seek to address

them with the people involved

9. seek appropriate support when you are having difficulty working effectively

with staff in other agencies

Scope/range

1. roles and responsibilities

1.1 the worker in the joint working

1.2 individuals with whom the arrangements are being made

1.3 other people within the agencies involved in the joint working


108



understand:


1. the relevant legislation, organisational policies and procedures that apply to

joint working and how they must affect what you need to do


understand:

Develop and sustain effective working with staff in other agencies

2. the nature and purpose of the sector

3. the roles and functions of the main agencies within the sector and their

broad structures, methods of communication and decision making

processes

4. how agency structure and culture can affect joint working

5. the principles and benefits of joint working between different agencies

6. the factors likely to hinder joint working (such as stereotyping,

discrimination)

7. the reasons for reaching agreement on how joint working is to take place

when different individuals become involved and in clarifying roles and

responsibilities

8. effective methods of identifying and resolving tensions and issues

9. your own competence in joint working and when to seek further support

10. methods of reviewing the effectiveness of joint working relationships


109



Version number 1



2013

Validity Imported

Status Original


Skills for Security

Original URN Unit 6

FM position N/A


SFS 8 Develop productive working relationships with colleagues


110

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.


• 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.


Suite of Standards


111

SFS 8 Develop productive working relationships with colleagues Performance criteria You must be able to:

Develop productive working relationships with colleagues

1. establish working relationships with all colleagues who are relevant to the

work being carried out

2. recognise, agree and respect the roles and responsibilities of colleagues

and, particularly in situations of matrix management, and their managers’

requirements

3. understand and take account of the priorities, expectations, and authority

of colleagues in decisions and actions

4. create an environment of trust and mutual respect where you have no

authority, or shared authority, over those you are working with

5. understand difficult situations and issues from your colleague’s perspective

and provide support, where necessary, to move things forward

6. fulfil agreements made with colleagues and let them know

7. advise colleagues promptly of any difficulties or where it will be impossible

to fulfil agreements

8. identify and sort out conflicts of interest and disagreements with colleagues

in ways that minimise damage to the work being carried out

9. exchange information and resources with colleagues to make sure that all

parties can work effectively

10. provide feedback to colleagues on their performance and seek feedback

from colleagues on your own performance in order to identify areas for

improvement

Behaviours

1.1 present information clearly, concisely, accurately and in ways that promote

understanding

1.2 seek to understand people’s needs and motivations

1.3 make time available to support others

1.4 clearly agree what is expected of others and hold them to account

1.5 work to develop an atmosphere of professionalism and mutual support

1.6 model behaviour that shows respect, helpfulness and co-operation

1.7 keep promises and honour commitments

1.8 consider the impact of your own actions on others

1.9 say no to unreasonable requests

1.10 show respect for the views and actions of others


112

SFS 8 Develop productive working relationships with colleagues Knowledge and understanding You need to know and

understand:

General knowledge and understanding

1. the benefits of developing productive working relationships with colleagues

2. 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

3. the importance of understanding difficult situations and issues from your

colleague’s perspective and providing support, where necessary, to move

things forward

4. principles of effective communication and how to apply them in order to

communicate effectively with colleagues

5. how to identify disagreements with colleagues and the techniques for

sorting them out

6. how to identify conflicts of interest with colleagues and the measures that

can be used to manage or remove them

7. how to take account of diversity and inclusion issues when developing

working relationships with colleagues

8. the importance of exchanging information and resources with colleagues

9. how to get and make use of feedback on your performance from

colleagues

10. how to provide colleagues with useful feedback on their performance


understand:

Security specific knowledge and understanding

11. regulations and codes of practice that apply in your area of security

12. standards of behaviour and performance in your area of security

13. the working culture in your area of security


understand:

Context specific knowledge and understanding

14. current and future work being carried out

15. colleagues who are relevant to the work being carried out, their work roles

and responsibilities

16. processes within the organisation for making decisions

17. line management responsibilities and relationships within the organisation

18. the organisation’s values and culture

19. power, influence and politics within the organisation

20. standards of behaviour and performance expected in the organisation

21. information and resources that different colleagues might need

22. agreements with colleagues


113

SFS 8 Develop productive working relationships with colleagues Developed by Skills for Security

Version number 1



2013

Validity Imported

Status Original


Management Standards Centre

Original URN D1

FM position N/A


SFS 10 Provide leadership for your team


114

Overview

This standard is about providing direction to the members of your team and

motivating and supporting them to achieve the objectives of the team and their

personal work objectives.


• Provide leadership for your team

Target Group

Members of your team.


Suite of Standards


115



Provide leadership for your team

1. set out and positively communicate the purpose and objectives of the team

to all members

2. involve members in planning how the team will achieve its objectives

3. ensure that each member of the team has personal work objectives and

understands how achieving these will contribute to achievement of the

team’s objectives

4. encourage and support team members to achieve their personal work

objectives and those of the team and provide recognition when objectives

have been achieved

5. win, through your performance, the trust and support of the team for your

leadership

6. steer the team successfully through difficulties and challenges, including

conflict, diversity and inclusion issues within the team

7. encourage and recognise creativity and innovation within the team

8. give team members support and advice when they need it especially

during periods of setback and change

9. motivate team members to present their own ideas and listen to what they

say

10. encourage team members to take the lead when they have the knowledge

and expertise and show willingness to follow this lead

11. monitor activities and progress across the team without interfering

Behaviours

1.1 create a sense of common purpose

1.2 take personal responsibility for making things happen

1.3 encourage and support others to take decisions autonomously

1.4 act within the limits of your authority


1.6 show integrity, fairness and consistency in decision-making

1.7 seek to understand people’s needs and motivations

1.8 model behaviour that shows respect, helpfulness and co-operation


116



understand:


1. different ways of communicating effectively with members of a team

2. how to set objectives which are smart (specific, measurable, achievable,

realistic and time-bound)

3. how to plan the achievement of team objectives and the importance of

involving team members in this process

4. the importance of and being able to show team members how personal

work objectives contribute to achievement of team objectives

5. that different styles of leadership exist

6. how to select and successfully apply a limited range of different methods

for motivating, supporting and encouraging team members and recognising

their achievements

7. types of difficulties and challenges that may arise, including conflict,

diversity and inclusion issues within the team, and ways of identifying and

overcoming them

8. the importance of encouraging others to take the lead and ways in which

this can be achieved

9. the benefits of and how to encourage and recognise creativity and

innovation within a team


understand:


10. legal, regulatory and ethical requirements in security


understand:


11. the members, purpose, objectives and plans of your team

12. the personal work objectives of members of your team

13. the types of support and advice that team members are likely to need and

how to respond to these

14. standards of performance for the work of your team


117



Version number 1



2013

Validity Imported

Status Original



Original URN B5

FM position N/A


SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements


118

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.


• 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.


Suite of Standards


119

SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements Performance criteria You must be able to:

Ensure compliance with legal, regulatory, ethical and social

requirements

1. 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

2. develop effective policies and procedures to make sure your organisation

meets all the necessary requirements

3. make sure relevant people have a clear understanding of the policies and

procedures and the importance of putting them into practice

4. monitor the way policies and procedures are put into practice and provide

support

5. encourage a climate of openness about meeting and not meeting the

requirements

6. identify and correct any failures to meet the requirements

7. identify reasons for not meeting requirements and adjust the policies and

procedures to reduce the likelihood of failures in the future

8. provide full reports about any failures to meet the requirements to the

relevant stakeholders

Behaviours

1.1 recognise changes in circumstances promptly and adjust plans and

activities accordingly


1.3 give feedback to others to help them improve their performance

identify and raise ethical concerns

1.4 are vigilant for potential risks

1.5 make appropriate information and knowledge available promptly to those

who need it and have a right to it

1.6 encourage others to share information and knowledge within the

constraints of confidentiality

1.7 show sensitivity to stakeholders’ needs and manage these effectively


120

SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements Knowledge and understanding You need to know and

understand:


1. the importance of having an ethical and value-based approach to

governance and how to put this into practice

2. relevant legal requirements governing the running of organisations

3. current and emerging social attitudes to management and leadership

practice and the importance of being sensitive to these


understand:


4. legal, regulatory and ethical requirements in your sector both national and

international

5. procedures to follow if you do not meet the requirements

6. particular current and emerging social concerns and expectations that are

relevant to your sector

7. ways in which other organisations deal with current and emerging social

concerns and expectations


understand:


8. the culture and values of your organisation and what effect they have on

corporate governance

9. policies and procedures that make sure people meet the requirements

10. the processes for maintaining the relevant policies and procedures and

making sure they continue to be effective and sustainable

11. the different ways in which people may not meet the requirements and the

risks of these actually happening

12. the procedures for dealing with people who do not meet the requirements,

including requirements for reporting


121

SFS 11 Ensure compliance with legal, regulatory, ethical and social requirements Developed by Skills for Security

Version number 1



2013

Validity Imported

Status Original



Original URN B8

FM position N/A


SFS 13 Manage your own resources and professional development


122

Overview

This standard is about managing your personal resources (particularly

knowledge, understanding, skills, experience and time) and your professional

development in order to achieve your work objectives and your career and

personal goals.

You need to understand your work role and how it fits into the overall vision

and objectives of the organisation whilst also understanding what is driving you

in terms of your values and your career and wider personal aspirations.

Identifying and addressing gaps in your skills and knowledge and

understanding is an essential aspect of this standard.


• Manage your own resources and professional development

Target Group

Everyone working in the private security business sector.


Suite of Standards


123

SFS 13 Manage your own resources and professional development Performance criteria You must be able to:

Manage your own resources and professional development

1. evaluate, at appropriate intervals, the current and future requirements of

your work-role taking account of the vision and objectives of your

organisation

2. consider your values and your career and personal goals and identify

information which is relevant to your work role and professional

development

3. discuss and agree personal work objectives with those you report to and

how you will measure progress

4. identify the learning styles which work best for you and ensure that you

take these into account in identifying and undertaking development

activities

5. identify any gaps between the current and future requirements of your

work-role and your current knowledge, understanding and skills

6. discuss and agree, with those you report to, a development plan to address

any identified gaps in your current knowledge, understanding and skills and

support your own career and personal goals

7. undertake the activities identified in your development plan and evaluate

their contribution to your performance

8. review and update your personal work objectives and development plan in

the light of performance, any development activities undertaken and any

wider changes

9. get regular and useful feedback on your performance from those who are

in a good position to judge it and provide objective and valid feedback

10. ensure that your performance consistently meets or goes beyond agreed

requirements


124

SFS 13 Manage your own resources and professional development Behaviours

1.1 address multiple demands without losing focus or energy

1.2 recognise changes in circumstances promptly and adjust plans and

activities accordingly

1.3 prioritise objectives and plan work to make best use of time and resources

1.4 take personal responsibility for making things happen

1.5 take pride in delivering high quality work

1.6 show an awareness of your own values, motivations and emotions

1.7 agree achievable objectives for yourself and give a consistent and reliable

performance

1.8 recognise your own strengths and limitations, play to your strengths and

use alternative

1.9 strategies to minimise the impact of your limitations

1.10 make best use of available resources and proactively seek new sources

of support when necessary

1.11 reflect regularly on your own experiences and use these to inform future

action


125

SFS 13 Manage your own resources and professional development Knowledge and understanding You need to know and

understand:


1. the principles which underpin professional development

2. the importance of considering your values and career and personal goals

and how to relate them to your job role and professional development

3. how to evaluate the current requirements of a work role and how the

requirements may evolve in the future

4. how to set objectives which are smart (specific, measurable, achievable,

realistic and time-bound)

5. how to identify development needs to address any identified gaps between

the requirements of your work-role and your current knowledge,

understanding and skills

6. what an effective development plan should contain and the length of time

that it should cover

7. the range of different learning style(s) and how to identify the style(s) which

work(s) best for you

8. the type of development activities which can be undertaken to address

identified gaps in your knowledge, understanding and skills

9. how to identify whether/how development activities have contributed to

your performance

10. how to update work objectives and development plans in the light of

performance, feedback received, any development activities undertaken

and any wider changes

11. monitoring the quality of your work and your progress against requirements

and plans

12. how to evaluate your performance against the requirements of your work-

role

13. how to identify and use good sources of feedback on your performance


understand:


14. requirements for the development or maintenance of knowledge, skills and

understanding and continuing professional development within the security

industry


understand:


15. the requirements of your work-role including the limits of your

responsibilities

16. the vision and objectives of your organisation

17. your own values and career and personal goals

18. your personal work objective

19. your preferred learning style(s)

20. your current knowledge, understanding and skills

21. identified gaps in your current knowledge, understanding and skills


126

SFS 13 Manage your own resources and professional development

22. your personal development plan

23. available development opportunities and resources in your organisation

24. your organisation’s policy and procedures in terms of personal

development

25. reporting lines in your organisation

26. possible sources of feedback in your organisation


127

SFS 13 Manage your own resources and professional development Developed by Skills for Security

Version number 1



2013

Validity Imported

Status Original



Original URN A2

FM position N/A


SFS 14 Promote equality and value diversity


128

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.


• Promote equality and value diversity

Target Group

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.


Suite of Standards


129




1. act in accordance with legislation, employment regulations and policies,

and codes of practice related to promoting equality and valuing diversity

2. act in ways that: acknowledge and recognise individuals’ background and

beliefs, respect diversity, value people as individuals, do not discriminate

against people

3. provide individuals with the information they need to make informed

decisions about exercising their rights

4. provide information in a format appropriate to the individual

5. take account of how your behaviour affects individuals and their experience

of your organisation’s culture and approach

6. seek feedback from individuals on your behaviour and use this to improve

what you do in the future

7. challenge people when they are not promoting equality and valuing

diversity

8. actively help others to promote equality and value diversity

9. seek support from appropriate sources when you are having difficulty

understanding how to promote equality and value diversity

Scope/range

1. help others by

1.1 supporting them when they are promoting equality and valuing diversity

1.2 Sharing information about how to promote equality and value diversity


130



understand:


1. 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

2. the benefits of diversity and the promotion of equality

3. the wide variety of forms that discrimination may take and how these

manifest themselves

4. how inequality and discrimination affects individuals, groups and

communities and society as a whole

5. why the promotion of equality and valuing of diversity is of vital importance

if you are to work effectively in the security sector

6. what the promotion of equality and valuing of diversity means to you in

your day-to-day work

7. how you can promote equality and diversity whilst protecting people from

the risk of harm

8. your own areas for personal growth in relation to promoting equality and

valuing diversity and how this will benefit you as an individual

9. the effect of cultural differences on verbal and non-verbal communication

10. how to behave and communicate in ways that:

• support equality and diversity

• do not exclude or offend people

• challenge discrimination effectively

• respect individuals’ differences

• do not abuse the status and power that you have

11. how your behaviour contributes to your organisation’s culture and your

responsibility for developing a positive culture for all

12. how joint working with other agencies and workers can help in the

promotion of diversity

13. how to provide the information that individuals are entitled to receive and

ensure it is clear and helpful

14. 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)

15. what to do about systems and structures when they do not promote

equality and value diversity

16. the actions you can take to help other people promote equality and value

diversity and how to do this effectively

17. the actions you can take to value the people you are interacting with and

enable them to interact with you

18. 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


131



Version number 1



2013

Validity Imported

Status Original


Skills for Security

Original URN Unit 14

FM position N/A


SFS 16 Assess and address risk to the environment


132

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:

• your own actions do not increase risk to the environment

• you do not ignore significant risks to the environment and

• you take sensible action to put things right, including reporting risks, and

seeking advice


• Assess and address risk to the environment

Target Group

This is relevant to all jobs in the security sector and is appropriate to people

working at all levels and in all posts.


Suite of Standards


133




Identify the risks to the environment arising as a result of workplace

activities

1. identify the people in the workplace to whom you should report

environmental matters

2. make sure you are up-to-date on environmentally-friendly working

practices which are relevant to your workplace

3. identify any current working practices in your job role which could cause

harm to the environment

4. identify any materials, products or equipment used in any part of your job

role which could cause harm to the environment

5. report any differences between legal regulations and workplace

instructions and the actual use of materials or products hazardous to the

environment

6. promptly report to the people responsible for environmental matters the

hazards which present high risks


Minimise risks to the environment arising as a result of workplace

activities

7. follow the relevant legal requirements and workplace environmental

instructions for your job role

8. within your capability and the scope of your job responsibilities, control the

environmental hazards

9. promptly report risks to the environment that you are unable to deal with

10. pass on any suggestions for limiting risks to the environment to the

responsible person

11. follow suppliers’, manufacturers’ and workplace instructions for the safe

use and storage of materials, products and equipment

12. follow the correct instructions for handling materials and products which

can be hazardous to the environment

13. follow the correct instructions for disposing of materials and products which

can be hazardous to the environment

Scope/range



134



understand:

Assess and address risk to the environment

1. the legislation relating to environmental matters which affect your

workplace

2. your responsibilities for the environment as defined by any specific

legislation covering your job role

3. the particular risks to the environment which may be present in your

workplace and/or in your own job role

4. how to use resources and materials effectively and efficiently

5. the importance of remaining alert to the presence of hazards to the

environment in the whole work place

6. the importance of dealing with, or promptly reporting, risks to the

environment

7. the substances and processes categorised as hazardous to the

environment

8. workplace instructions, precautions and procedures relating to the control

of risks to the environment

9. the responsibilities for items (materials/equipment) which can be

hazardous to the environment detailed in your job description

10. the responsible people to whom to report environmental matters

11. the specific workplace environmental instructions covering your job role

12. suppliers’, manufacturers’ and workplace instructions for the use of

equipment, materials and products which can be hazardous to the

environment

13. working practices for your own job role

14. correct handling instructions for materials which can be hazardous to the

environment

15. your responsibility for controlling hazards to the environment

16. workplace instructions for handling hazards to the environment which you

are unable to deal with


135



Version number 1



2013

Validity Imported

Status Original


Skills for Security

Original URN Unit 16

FM position N/A




136

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.


• Report writing

Target Group

This standard applies to individuals required to produce documents as per

their company requirements.


Suite of Standards


137



Report writing

1. use a variety of expressions and sentence structures to provide factual

information

2. use a variety of expressions and sentence structures to give instructions or

advice

3. use a variety of expressions and sentence structures to make enquiries

4. use a variety of expressions and sentence structures to express opinions

5. modify language and register as appropriate to the context and you

relationship with the readers

Scope/range



138



understand:

Report writing

1. use a wide variety of work-related and social vocabulary

2. use a range of polite forms of address, greeting and leave-taking and

expressions of gratitude, regret, apology, annoyance

3. use some less commonly used, technical terms relevant to your area of

work

4. use numerical data

5. use a range of structures using the infinitive (or other basic verb root) form,

where appropriate to the language

6. use the present, past, future and conditional aspects, where appropriate to

the language

7. use commonly used sentence structures in their positive, negative,

imperative and interrogation forms

8. use a range of linking language, e.g. ‘although’, ‘provided that…’

9. use alternative terms and structures which modify register for different

audiences and contexts

10. use reference sources (e.g. glossaries, dictionaries) to clarify and confirm

meaning as necessary


139



Version number 1



2013

Validity Imported

Status Original


Proskills

Original URN AG21

FM position N/A


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