ESP Code of Conduct
As explained to you during your interview and subsequent staff induction, if you are working for, and representing ESP then we have a very clear Code of Conduct that must be adhered to by all members of staff. This incorporates many of the key performance indicators, that as an ACS company we are assessed on. Recorded venue visits are undertaken regularly by ESP Management to assess staff performance.
If you are working for and representing ESP then we have a very clear ESP Code of Conduct that must be adhered to by all members of staff. This encompasses many of the Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s), that as an ACS company we are assessed on. Failure to comply with this code of conduct may lead to disciplinary action.
ESP was formed in 2011 and has had an impeccable standard of service ever since. We support our staff as our staff support and we promote a great working partnership with councils, police, fire and ambulance services. If you are working for and representing ESP then we have a very clear ESP Code of Conduct that must be adhered to by all members of staff. This incorporates many of the Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s), that as an ACS company we are assessed on year on year, by the Security Industry Authority (SIA).
Recorded venue visits are undertaken regularly by ESP Management to assess our staff’s performance and customer satisfaction, to maintain our high standards of service. This includes accessing CSF’s and KPI’s. For more information on these, please refer to the ACS section on the ESP website.
KEY PERFORMANCE INDICATORS
The main points are as follows:
Are staff of smart, clean and tidy appearance
Are staff carrying out their designated role effectively and in line with company procedures.
Are staff abiding by the ESP Code of Conduct?
Do staff have an approachable and professional nature at all times
Are staff arriving 15 minutes prior to commencement of shift.
There are more, if you would like to see the assessment information, please ask for details.
The ESP website has a significant part dedicated to its most important asset, its staff. All staff will need to be familiar with the website and its content to ensure they are as up to date with all areas of their job as possible. It includes information on a range of subjects from conflict management and counter terrorism to key links taking you directly to the current terrorist threat level at any time and Citizens aid and key apps you can use to improve your level of service. The apps will benefit everyone, and they include CitizenAid, SmartTask, and St Johns First Aid, all of which are there to download and utilise at the push of a button. There are also inter staff training modules, which are continually updated to ensure the best practice is being carried out by all employees. Be aware, the website is copyright protected, and certain parts are restricted to staff only. The password is changed periodically, so please ask for the password to view this area.
1: JOB ROLE
Security is predominately a customer service based role and you are expected to maintain the very highest levels of customer service whilst on duty. We are there to keep our clients, their staff their premises and their customers safe. This involves meeting and greeting customers, opening doors for every patron, perimeter check, toilet checks etc, etc. It is always good practice to equip yourself with local knowledge that people may need such as local taxi firms, amenities, cash points etc. We are a critical part of a customer’s overall experience and for that reason it is essential that we conduct ourselves appropriately at all times. We are the first and last person to be seen at any customers site or venue. Let’s make it the best.
2: GENERAL CONDUCT
You are always expected to conduct yourself in a professional and appropriate manner when representing ESP. Conversation must be polite, reasonable and in context with your role. There is no swearing and no coarseness is tolerated. Taking personal problems and personal business to work and discussing such things is never appropriate and we do not tolerate this. It is categorically NOT ACCEPTABLE to discuss any ESP business with others, or within earshot of others.
3: PROFESSIONAL RELATIONSHIPS
Our clients are our paymasters. They will be spoken to with politeness and shown respect at all times. If you have a problem with the way you are being asked to do your job, you are asked to take it up with the ESP Head Office and you are NOT to take it up personally with the client. If your behaviour or conduct ever jeopardises a contract with a client, be aware you will be held accountable. Know your boundaries as an employee and ensure you communicate to your ESP managers clearly.
4: PERSONAL RELATIONSHIPS
We all know there is may people we may be attracted to or come in to contact with, that may help us or we may like. However, it is totally unprofessional and will NOT tolerated if you choose to collect phone numbers or exchange contact details with any staff working at a venue ESP provides security for or any customer visiting the site or venue. You are discouraged from any type of personal relationships with other ESP staff. If you do begin a relationship with another member of staff, you are asked to inform your ESP Manager as soon as possible as we will need to understand this for deployment and responsibility. Likewise, anybody you are seeing on a personal level outside of work is asked to be discouraged from coming to a venue or site you are working at, as this can cause distraction and could result in a conflict of interests.
5: NON-DISCLOSURE AGREEMENT
All staff members are required to sign the ESP NON-DISCLOSURE AGREEMENT (NDA), this is our Secrets Act. Confidentiality is of PARAMOUNT importance. This includes details of persons on Pubwatch or venue Banning Lists you may work at. This information is for professional purposes only and should not be shared out of work. The NDA also includes company information such as where we deploy, who we deploy, the paperwork of the company and other company information. If you would like a full list, please ask for further details from an ESP manager.
6: UNIFORM & PRESENTATION
You are expected to be dressed smart and of a professional appearance at all times while on duty and when representing ESP. If you are dressed smartly, it gives you an initial authority to a person and an initial respect to someone, as well as ensuring you are clearly distinguishable, and this is expected of all our employees. If you are not dressed in accordance to this Code of Conduct (CoC), it lets the entire team down and we are all a part of a great big team. If you are not dressed correctly, it may result in you being replaced and ESP asking you to attend a meeting at the office.
The standard uniform is as follows:
Black/White Shirt or ESP polo shirt (Company Issue Only)
Black ESP Clip on Tie (Company Issue Only)
Smart Black Trousers
Black Polished Boots or Shoes
Black Plain Jacket (if required)
SIA Licence displayed on armband or lanyard
If it is cold, you may wear a woolly hat. However, it must be plain and black in colour.
IMPORTANT never wear a “normal” tie (what ties around your neck) while on duty.
CLIP ON TIES ONLY
ESP Security Solutions is a ‘Security Industry Authority’s Approved Contractor’ (ACS) and as we should all know the SIA answers to the government (Home office). With this, we often ‘labour provide’ to other security companies. It is important that, when we do so, all ‘subbed staff’ adhere to the principle contractors staff guidelines, and follow instructions from that particular partner/company. In other circumstances, we may take on a whole contract from another security company. However it will be under the ESP guild lines and the guild lines agreed to by both companies, then you will operate under this set of guild lines (all available on site). When subcontracted, whether it be short term or long term you are still working for and contracted to ESP and all contractual obligations will still apply. Under NO CIRCUMSTANCES are you permitted to apply to work for the other partner/company we are involved with, ‘contracted to’. This is a serious employment offence and will result in instant dismissal on the grounds of gross misconduct. ESP has a contract with all partners, staff and companies we engage with, and part of this contract forms a covenant that ‘any ESP staff that apply to them, will automatically have their application forms rejected and ESP will be informed immediately’. So you could end up with no work from either party if you take such a course of action. This carefully if you want to Jump ship, the grass is not always as green as it may appear.
8: MAINTAINING GOOD COMMUNICATION
The security industry is by nature dynamic and ever changing. Jobs evolve quickly, fast ball jobs can come in at the drop of a hat, etc, etc. It is important that you maintain a good line of communication with the ESP Head Office. Please keep your phone switched on in case you are called to react to any fast ball situations that may arise. If you have a missed call from ESP Head Office, then please return it at the earliest opportunity.
9: PUNCTUALITY AND RELIABILITY
Reliability and punctuality are vital to the industry we all work in, and a great personal asset to have. For a client to have the need to require security, it often forms part of their premises licence or contract. ESP will give a client the guarantee that we will have staff to fulfil this obligation and as a security provider, has to be able to ensure the promise is delivered every single time, as part of any contract we take on. If someone just decides not to turn up, it will leave you liable, financially and contractually. As well as this, you will also be letting your team down, if you do not fulfil your obligations to shifts. No one like to let anyone down.
You are expected to arrive 15 minutes prior to your shift starting to ensure you sign in get your radio on and are ready to start at the shift start time. As a company ESP supplies security as a legal requirement of a premise’s licences or contractual clause. If you are going to be late you have an obligation to call ESP Head Office and let them know you are not going to be on time, as we can then let the client know. Habitual lateness and lack of punctuality will result in being called in to the office to discus the matter.
10: CANCELLING SHIFTS, YOU HAVE CONFIRMED
When you been sent a shift and, weather you have confirmed it or not, you cancel the shift, it lets the entire team down. If you have to cancel a shift, let the office know. If you have been sent a shift you are able to complete, please let the office know and have confirmation, the office will then cancel the shift. DO NOT just send a shift back or cancel a shift without letting the office know. It’s frustrating and if we don’t know about it, it may lead us in a position where we may not be able to staff the shift.
Once you have confirmed a shift on SMARTTASK you are contractually obliged to complete that shift. Just to reaffirm, cancelling a shift last minute is not acceptable. It has an effect on the ESP DELIVERY OF SERVICE.
If you cannot carry out a confirmed shift, then you must let ESP Head Office know at the earliest opportunity. This must be a minimum of 24 hours’ prior to commencement of shift and you will need a genuine reason. Depending on your reason for not being able to carry out a confirmed shift, it may be that you will need to visit ESP Head Office before being offered any further shifts. Depending on the reason we may cancel subsequent shifts until the reason for unauthorised absence or unplanned absence has been established or resolved. It is crucial to the company, that you do what you say you are you are going to do.
11: BOOKING HOLIDAYS & TIME OFF
ESP prides itself on its ability to deliver the service we supply, not matter what faces us. This can only be achieved by ensuring that all shifts are covered at all times and it is as important to the employee as it is to the office, for the longevity of the employee’s employment. For this reason, we have a very simple and very rigid system in place for booking any time off.
Any time booked off must be booked through online ESP Staff Holiday Form via the website by using the following link: https://www.espsecuritysolutions.com/staffholidays
Once submitted, this request for time off goes directly to Tom Robinson, ESP Managing Director. Consequently, it is only Tom Robinson that will authorise your time off. This will be done digitally via text or email. Whilst ESP will try and accommodate any reasonable time off requested, it is not an automatic right and until it is having been authorised, you are still expected to complete scheduled shifts until you have had the confirmation from ESP HEAD OFFICE.
12: UNAUTHORISED ABSENCE
As you can see from the previous paragraphs, unauthorised absence is a serious subject and we will not tolerate. Unauthorised absence by ESP and if the subject arises, it may result in you being called to the office for a meeting. Likewise, if you leave a shift early, you are obligated to request early shift conclusion by calling the ESP Head Office and requesting this. If you do not follow the procedure, you will be called to the head office for a meeting.
13: USE OF PHYSICAL FORCE
Please ensure you use the correct amount of physical force required. We are not there to threaten or to intimidate anybody. We are there to keep people safe and ensure they have an enjoyable night. There will be times when conflict arises, and all other methods of de-escalation have failed, then you may have no option other than to use physical force. When you do this, it must be:
There is no excuse in escalating a situation from your side, if the perpetrator raises the physical level of the situation, you are able to match the level in order to reduce the level. However, there no tolerance within ESP for the use of excessive force in any situation.
14: RADIO USE
All radio use, external and internal must be kept professional at all times. Correct radio language and description codes must be used. Even closed radio transmissions should be treated as if they are open. Any radio misuse will not be tolerated as it can put yourself or your colleagues in danger, ask ESP Head office why. This includes any bad language or any form or inappropriate comments. You are expected to keep your radio safe, attached to your belt using the belt clip, and keep all leads tucked away as best as possible to avoid snagging. If you are not sure on the IC Codes or Phonetic Alphabet, then there is a reminder of those in the staff area of our website.
15: USE OF MOBILE PHONES
If you have a mobile phone you are more than welcome to carry it, but it must not be used for personal use whilst on duty. It is only for contact with emergency services or contacting ESP Head Office. It is not acceptable to use it to check your social media or texting friends or partners whilst on duty. Likewise listening to music via headphones plugged into your phone is totally unacceptable as it puts yourself and others at risk. If any of your personal belongings are lost, stolen or broken while on shift, ESP takes no responsibility. You are responsible for ensuring the safety of your own personal belongings.
16: CHAIN OF COMMAND
ESP Head Office designates a Team Leader (TL) or Head Door Supervisor (HDS) at all venues with two or more staff working at the same time. It is their responsibility to ensure that the entire team is doing their job correctly and adhering to all company policies and procedures. It is your job to work as a team member and under their guidance carry out the roles, they ask you to, within the line of work.
17: TEAMWORK & SUPPORT
In this industry teamwork is essential. A team is only as strong as its weakest link. If you need help or assistance you can ask for that either from ESP Head Office, your Head Door Supervisor or Team Leader. ESP works hard to ensure that every team member operates under the same high standards as is as supported as they possible can be. If you feel you need additional training or are unsure on any particular subject, then please contact ESP Head Office and we will discuss this with you and let you know the correct answer to your question, with no worry of being judged.
Likewise, all new team members also need help and consideration. ESP encourage a culture of welcoming and supporting new staff and supporting new team members is essential.
18: FLEXIBILITY AND PREPARATION TO WORK WHERE ASKED
The Security industry is a fast-changing industry and you might often be asked to change your shift and work to somewhere else in order to meet the ever-changing needs of business. Everyone should be prepared for this, and it is not acceptable to refuse to work a venue simply because you don’t like it or you hear its ‘not your thing’. If Tom Robinson, the Managing Director will work there, you are expected to work there too. ESP is a team and we have to adapt in order to maintain continuity for our clients, the business and the safety of our team as a whole.
19: DISPLAY OF SIA BADGE
When you arrive on shift you must sign in and ensure that you are clearly displaying your SIA badge before starting work. This must be displayed on your upper arm in a badge holder or in a land yard throughout your complete shift and must not under any circumstances be removed or covered until the end of your shift. There is absolutely no exception to this. Please ensure you remove your badge at the end of your shift. This is a condition of your licence, and if your badge is not on display while working, you may end up with criminal proceedings against you.
The only exception, is when you are in a covert security role, and the local authorities and Police have been notified of the cover task. This is quite common within ESP.
20: STAFF BREAKS
Reasonable staff breaks are allowed but if you smoke please remove any high vis you are wearing and go to
the designated staff smoking area. This may not be the public smoking area. Smoking breaks may be limited
due to how busy the venue is and are at the discretion of the HDS or designated Team Leader. You must
ensure your colleagues know you are on a break and your position is covered.
IMPORTANT: No more than one team member should be on a break at any one time.
21: CHALLENGE 25
As a door supervisor you are there to ensure that the venues licencing objectives are adhered to. This includes operating Challenge 25. Even if you know the person, if they look under 25, they must be carrying their ID. There are no exceptions to this rule and if licencing were to arrive at your venue it is essential that you have personally seen the ID of anyone who looks under the age of 25.
22: SEARCH PROCEDURE
Each venue has its own search policy, depending on customer demographic and clients request. Some venues may not operate a random or specific search policy, some may operate where everyone is searched. Alternately a venue may operate a specific routine search procedure.
All searches must have the subjects consent.
All searches must be conducted by the same sex, however males can search females’ bags.
As a door supervisor you have no automatic right of search, but it can be a condition of entry.
Searches should be conducted in a friendly but professional manner and remember to always thank the individual for their cooperation.
If you find any substances, or weapons, this need to be written up and reported to ESP head Office
For more information please refer to the staff training modules in the ESP staff area.
23: DUTY OF CARE AND DUE DILIGENCE
We ALL have a duty of care to everyone else and door supervisor you are there to protect the public and ensure public safety. This is one aspect of the role and it is important that when faced with a situation we recognise the signs and act appropriately. As a front facing partner of the organisation you represent, we are often the eyes and ears for management and we need to ensure we are managing risk and harm in our area of business. There is more on this on the ESP website, including helplines that may be of interest to you. We advise all ESP staff to make themselves aware of these.
On our website, on the LINKS page there are useful link to signpost people towards areas they may be interested in knowing more about.
Legislation: Under the common law, voluntary organisations, individual volunteers and private business with their partners, all have a duty of care to each other and others who may be affected by their activities. Where something goes wrong, individuals may, in some cases, sue for damages using the civil law if they are injured as a result of another person's or businesses negligence.
24: ASK FOR ANGELA
All door supervisors should be aware of the nationwide Ask For Angela campaign.
If someone asks you for “Angela” it could be code that the individual who is asking is in potential danger from whoever they are with and you may need to take appropriate action to ensure their safety.
For more information, go on to Ask for Angela page on our website.
25: STAY ALERT AND FOCUSED ON YOUR TASK AT ALL TIMES
For your own safety and the safety of others you need to be alert at all times whilst on duty. You are not allowed to go to sleep at any time and are expected to stay on your designated post at all times. Alertness is key to our role, failure to adhere to this will result in disciplinary action.
26: EATING WHILST ON DUTY
It is absolutely not acceptable to be eating any type of food whilst on duty. Have your meal before you start shift or on your break. Standing on the front door with a bag of chips or a pizza is totally unprofessional. It also puts you and the rest of your team at risk, if an incident was to occur you will have to put your chips down before you can be of any use thus putting your colleagues in danger. There is also no drinking any form of alcohol.
27: DRUG AND ALCOHOL USE
You need to be alert and focused at all times whilst on duty. Any form of drug or alcohol use, prior to work or whilst at work is absolutely not tolerated by the company and may result in instant dismissal should it ever occur.
28: VISITING SITES WHEN NOT ON DUTY
Unless you have been instructed to do so by the office, we ask all staff to refrain from visiting any venue that ESP serves whilst not on duty. This is to prevent any conflict of interests and to ensure our relationship with the client remains professional at all times. This is not negotiable.
29: SENSIBLE SOCIAL MEDIA
If your social media accounts are linked to ESP then you have a duty to ensure that the content, you have or are posting is not inappropriate in anyway and not detrimental to the company in anyway and the SIA industry. Even if not linked directly to ESP as an employee you are still expected to exercise simple common sense when it comes to social media.
30: BS7858 VETTING
All staff are required to complete the ESP BS7858 Vetting Form within 7 days of initial interview. This is found in the staff area of the ESP website. https://www.espsecuritysolutions.com/bs7858vetting
31: SIGNING IN AND OUT
Once you arrive at your venue, before you commence work you need to sign in, using the book provided for each venue. Here you must put start time, full 16-digit badge number and expiry date. Do not put finish time as this may alter. Only once you have finished your shift should you put in this time when you sign out. Please ensure you always sign in and out yourself, so you know your hours are correct.
32: INCIDENT REPORTS
It is important that you keep an accurate record of any incidents that occur on shift. All incidents must be written up correctly, usually in the Arcangel or Report & Log Book depending on the venue you are at. Please remember to use the appropriate IC codes and give as much information and detail as possible. This could be used in a court of law so should be accurate, factual and concise with limited personal opinion.
33: STAFF HOURS & PAYMENTS
All staff are paid weekly on a Thursday and a week in hand. Our week works Monday to Sunday, with weekly payments being made every Thursday. All staff are paid PAYE and work a week in hand. To ensure that we have your correct hours, we ask all staff to complete the ESP Staff Hours Form before MONDAY 09:00. This is on the first page of the staff area on the ESP website. If there are any queries regarding your wages please contact ESP Head Office 01743 816 927. Payslips may sometimes be sent via email in advance and your payments go through on a Thursday morning.
34: ACTS: ACTION COUNTERS TERRORISM TRAINING: AWARENESS E-LEARNING
ACT Awareness e-Learning is a new counter terrorism awareness product designed for all UK based companies and organisations. To access this it couldn't be simpler, just go to this page and the link is at the bottom of the page.
35: CONTINUED PROFESSIONAL DEVELOPMENT (CPD)
ESP offer employees CPD. This is a chance to attend courses and gain more knowledge in a variety of different areas. These courses are offered as subject to availability and are free to attend.
36: ACCEPTING/CONFIRMING SHIFTS, AND YOUR OBLIGATION
ESP uses a system called SMARTTASK for the scheduling of shifts. It is a free to download app that is available on Android and on iPhone.
You can be sent shifts as two months in advance. However, some shifts may be added only 1 day before. Either way, you have an obligation to confirm the shifts you can do as soon as you receive them. If you do not do this, you are likely to lose the shifts, as we need to ensure we have all shifts covered a minimum of 7 days before they start.
If you find out you can not fulfil your commitments, you have an obligation to inform ESP Head office as a matter of urgency, as soon as possible. We will then try to cover the shift, but if we cannot cover the shift, you may have a statutory obligation to cover the shift, or find cover for the shift yourself.
If you cancel a shift, you have an obligation to inform ESP head office when you do so. If ESP Head Office are not told, we might not cover the shift and then you be held liable if the client takes any legal action.
37: PERSONAL MEDICATION
If you take any personal medication, we would ask you to take the medication in a suitable place. Sometimes others are aware of people taking medication by pill, or medication by injection, and they may take offence in some situations. It is best practice to take medication in your break area, away from the eyes of the public and your other colleges. This is not a rule, it is simply best practice.