Agent Conduct & Expectations

Agent Conduct & Expectations

Conduct: The manner in which you conduct yourself and your duties will determine the way those who come in contact with you perceive you as a professional.

  1. Cleanliness- Maintain the work area clean, free of crumbs and trash
  2. Punctuality- Be regularly punctual—if at any time you have any uncertainty of arriving by the shift start time,immediately notify the PPS Inc. Command Center (818-312-9666). Failing to indicate possible tardiness is irresponsible can be regarded as a no-call-no-show and subject to severe disciplinary measures.
  3. Respecting Property- Security is entrusted with access to client (and company) Property. If permitted to use theproperty of others, treat it with care and for work-related matters only.
  4. Addressing Clients/Visitors- Address those you are speaking with as “Sir” or “Ma’am”. Addressing clients orvisitors on a first-name basis is NOT appropriate and unprofessional
  5. Interactions- Interactions with clients, their personnel and visitors should be limited to work related mattersONLY. As an agent of the company, you are prohibited from engaging in any conversations of non-work related matters, this includes, but is not limited to, making small talk, giving compliments of any form, providing your opinion or recommendation on sensitive topics such as politics religion or any other personal matters as this is deemed inappropriate
  6. Mitigation- Deal with any issues, difficulties or problems discretely, tactfully and professionally. Always aim to defuse situations through calm and respectful approaches.

Physical Positioning: The way in which you position yourself can determine how effective of a visual deterrent you are and how efficiently you can perform your duties. While on duty, as a PPS Inc. agent you are expected to

  1. Hands- Keep your hands visible as much as possible and avoid having your hands in your pockets. This is both a matter of professionalism and safety as your hands should be free to move as needed
  2. Posture- Refrain from leaning on any tables, walls, doors or podiums. Site-specific procedures may require agents to be standing while on duty; Agents should refrain from sitting down at a post that requires a standing guard, unless instructed otherwise by management OR on an authorized break after making the proper notifications.
  3. Location- Position yourself in the highest area of visibility at your assigned post. If you are unsure where this is, consult with your supervisor

Presentation: The quality of your visual presentation can have a major impact on first impressions. Maintaining a sharp appearance at all times can speak on your behalf and portrays you as a professional.

  1. Grooming
    1. Agents must maintain grooming to ensure a professional appearance.
    2. Head- if hair extends below the neck past the lowest point of the ear lobe, Agent must pull hair back. Head hair must be neatly combed and/or maintained at all times. Females must have their tied neatly in a bun. Hair should not extend below/cover the ear.
  2. Hygiene: PPS Inc. employees are required to deal with the public on a regular basis. Therefore, all PPS Inc. employees must arrive to work in a presentable, approachable manner and maintain professional hygiene standards at all times.
  3. Attire- Report to work properly groomed and wearing appropriate clothing. You are expected to dress neatly and
    in a manner consistent with the nature of the work performed. Officers must arrive to work by the shift start time in a wrinkle-free and stain-free uniform

    1. Wear & Tear: All employees required to wear uniforms provided by the company must take care of their uniforms, be mindful of any cleaning instructions and report any wear or damage to management.
    2. Undershirt: All employees are required to wear a white crewneck T-shirt under their uniform shirts. Undershirts should be free of stains. No other color crew necks are permitted.
      1. Tattoos: Tattoos should not be exposed at any time while on duty. Officers with tattoos must inform management of any visible tattoos and, upon approval, will be required to wear fitted black long sleeve shirts, or approved sleeves covering the extent of the tattoo.
    3. Shirts/pants: All employees must wear PPS Inc. -approved shirts/pants per the account specifications. Account specifications can be found in the site-specific post orders or verified with PPS Inc. management. Shirts worn must be tucked in the pants, wrinkle-free and stain-free while on duty.
    4. Footwear: PPS Inc. officers are permitted to wear either black dress shoes OR black tactical boots with black laces. Footwear must be polished and free of dirt/stains while worn on duty.
      1. Socks: PPS Inc. requires the area from the bottom of the foot to the ankle to be covered in black. Therefore, officers wearing high-top boots are permitted to wear white socks. Officers wearing low-top boots or dress shoes must wear long black socks to satisfy this requirement.
    5. Inner Belt: Inner belts must be black, and well maintained. Inner belts are to be worn UNDER the duty belt.
  4. Identification- All employees must display their PPS Inc. I.D. at all times, unless specified otherwise by PPS Inc. management. Employees without badges should inquire with their supervisor to obtain one.
  5. Equipment- Keep your duty belt (if required to wear one) fully equipped. For example, flashlights and radios must be worn on the duty belt at all times.
    1. Duty Belt: Duty belts must be company-issued OR approved by management, and well maintained. All duty belts must be equipped with approved/applicable holders, holsters and equipment. No personal items can be added to the duty belt unless approved IN ADVANCE by PPS Inc. management. Duty belts should be held together with the Inner Belt via 4 belt keepers.
    2. Belt Keepers: 4 belt keepers MUST be worn with every duty belt to hold together the duty belt and inner belt.

Communication: Maintaining frequent communication with the client (and management) is of paramount importance, as it shows the client that you are active, proactive and have their best interests in mind. As a PPS Inc. agent, you are
entrusted with the responsibility of ensuring the safety, security and comfort of the client. As the eyes and ears of the client, it is your duty to advise them of any irregularities observed (if you are unsure what you are witnessing is irregular, ask).

  1. Via Documentation- The most effective way of keeping track of these irregularities is through documentation— DAR’s and Incident Reports. The purpose of a DAR is to track daily activity, updates and pass-downs. The purpose of Incident Reports are to gather as much detailed information of an incident as possible, so that managers and key decision-makers can identify patterns and find ways to prevent the incidents from happening again (intelligence-lead operations). Examples of events requiring incident reporting include, but are not limited to
    1. Physical Injuries (of any kind)
    2. Environmental Emergencies
    3. Utility Malfunctions
    4. Property Damage
    5. Trespassing
    6. Threats Made (or implied)
    7. Potential Safety Hazards
    8. Uncooperative Individuals
    9. Suspicious Activity or Items
    10. Police, Fire or EMS Activity
    11. Alarms (real and false)

    Incident documentation plays an extremely important role in law enforcement, especially when cooperating with the police. The details surrounding an incident can help investigators determine which party is at fault and assist the client in potential legal matters. The most efficient way of tracking information entails the traditional “Who, What, Where, When, Why and How” factors.

    1. Who—people involved, their contact info, description and unique identifiers (ex. Tattoos)
    2. What—what took place, in chronological order
    3. Where—address, nearest landmark or geographical coordinates
    4. When—approximate times the incident began, ended, and responder arrivals/departures
    5. Why/How—causes or instigators of the incident and how it evolved
  2. Via Follow-Up
    1. Advise the PPS Inc. Command Center (818-312-9666) of what took place- if you do not receive an answer, leave a Voicemail
    2. Advise the onsite Client point of contact (if applicable) of what took place
    3. Complete an incident report and fax it to the office (818-312-9666)
  3. Via Break Times- Before taking breaks (or leaving your assigned post for any reason), agents should notify the onsite point of contact (client and/or security supervisor). Failing to make the proper notifications before taking a break may be considered abandonment of post and subject to severe disciplinary actions.
    1. Clearing Work Area- Before taking breaks, Agents should clear their work area; restore any items to their original locations (including podiums).
    2. Proper Location- When taking breaks, Agents should refer to the site-specific briefing for instructions on where breaks may be taken (on-site or off-site). For safety precautions, agents required to take their break on-site should keep their radio with them at all times to receive emergency communications.