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.
Recorded venue visits are undertaken regularly by ESP Management to assess staff performance. This includes accessing CSF’s and KPI’s. For more information on these please, refer to the ACS section on the ESP website. It is in the staff area.
KEY PERFORMANCE INDICATORS
These include but are not limited to the following:
Staff of smart, clean and tidy appearance
Staff carrying out their designated role effectively and in line with company procedures.
Staff abiding by the ESP Code of Conduct.
Staff having an approachable and professional nature at all times
Staff arriving 15 minutes prior to commencement of shift.
The ESP website has a large part dedicated to its most important asset. Its staff. You need to be familiar with this. It includes information on a range of subjects from conflict management, to counter terrorism, with hotlinks taking you directly to the current terrorist threat level at any time. There are useful apps such as CitizenAid, SmartTask, and St Johns First Aid, which are there to download and utilise. There are also inter staff training modules, which are continually updated to ensure that best, and consistent practice is being carried out by all employees. The website is obviously copyright protected, and certain parts are restricted to staff only. the password for this is “donotshare”
1: JOB ROLE
Security is predominately a customer service 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 and their customers safe. This involves meeting and greeting customers, opening doors 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 of a venue and for that reason it is essential that we conduct ourselves appropriately at all times.
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 the context of your role. Absolutely no swearing and no coarseness is tolerated. Taking personal problems and personal business to work and discussing such things is never appropriate. It is also not acceptable to discuss wide ESP business with others, or within earshot of others. Failure to comply with this code of conduct may lead to disciplinary action.
3: PROFESSIONAL RELATIONSHIPS
Our clients are our paymasters. They must be treated with politeness and respect at all times. If you do have a problem with the way you are being asked to do your job, then you can take it up with ESP Head Office and not personally with the client. If your behaviour or conduct ever jeopardises a contract with a client, then you may face instant dismissal.
4: PERSONAL RELATIONSHIPS
It is unprofessional to take phone numbers or contact details of any staff working at a venue ESP provides security for. You are discouraged from any type of personal relationships with other ESP staff. Likewise, anybody you are seeing on a personal level should be discouraged to coming to a venue 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. Confidentiality is taken very seriously. This includes but is not limited to any details of persons on Pubwatch or Banning Lists. This information is for professional purposes only and should not be shared out of work.
6: UNIFORM & PRESENTATION
You are expected to be of smart and professional appearance at all times. Being smart gives you authority and respect and is expected of all our employees. It also means that you are clearly distinguishable. There is no excuse for not being dressed correctly. If you are not dressed accordingly it lets the entire team down. As a result, you may be replaced, or disciplinary action may be taken.
The standards uniform is as follows:
Black ESP Clip on Tie
Black Smart Trousers
Black Polished Boots or Shoes
Black Plain Jacket (if required)
SIA Licence displayed on armband.
If it is cold, then hats may be worn. However, they must be plain, appropriate and black in colour.
IMPORTANT: Never wear “normal” tie one duty. Clip on ties only.
As ESP in an ACS company, we often may subcontract to other security firms. It is very important that when doing so you abide by their staff guidelines, and follow any instructions given by them.
When subcontracted, whether it be short term or long term you are still working for ESP and all contractual obligations still apply. One thing you can not do is apply to work for the other company. This is taken very seriously and may result in instant dismissal on the grounds of gross misconduct.
It may be that at certain venues or events this is different, particularly if we are subcontracted and need to work without ESP branding.
8: MAINTAINING GOOD COMMUNICATION
The security industry is by nature very dynamic, things can happen very quickly, fast ball jobs can come in etc. It is important that you maintain good communication with ESP Head Office. Please keep your phone switched on and close to you. 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 our business. Having security is often part of the licence for our venues, and something that ESP as a security provider, has to be able to ensure as part of any contract we take on.
You are expected to arrive 15 minutes prior to your shift starting to give yourself chance to sign in get your radio on and be ready to start at the correct time. As a company ESP supplies security as a legal requirement and in accordance with the premises licence. If you are going to be late you must call ESP Head Office and let them know you are not going to be on time. Habitual lateness and lack of punctuality will result in disciplinary action.
10: CANCELLING SHIFTS, YOU HAVE CONFIRMED
This lets the entire team down. Once you have confirmed a shift on SmartTask you are contractually obliged to do it. 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. An absolute minimum of 24 hours’ notice and a genuine reason is required. 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. Any previously confirmed shifts may be cancelled until the reason for unauthorised absence has been established and resolved.
11: BOOKING HOLIDAYS & TIME OFF
ESP prides itself on its ability to deliver. This can only be achieved by ensuring that all shifts are covered at all times. 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 has been authorised, you are still expected to complete scheduled shifts.
12: UNAUTHORISED ABSENCE
Unauthorised absence is taken very seriously by ESP and may result in instant dismissal.
13: USE OF PHYSICAL FORCE
We are not there to threaten or to intimidate anybody. We are there to keep people safe. There will be times when conflict arises, and all other methods of de-escalation have failed, that you may have no option other than to use physical force. When you do this, it must be:
There is no excuse, and no tolerance within ESP for the use of excessive force. click here
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. This includes any bad language or any form or inappropriate comments whatsoever. 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.
16: CHAIN OF COMMAND
ESP Head Office designates a Team Leader (TL) or Head Door Supervisor (HDS). 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 whatever roles they ask you to.
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. If you feel you need additional training or are unsure on any particular subject, then please contact ESP Head Office.
Likewise, new team members also need help and consideration, so a culture of welcoming new staff and supporting new team members is essential.
18: FLEXIBILITY AND PREPARATION TO WORK WHERE ASKED
This is a fast changing industry and often you will be asked to change your shift and work elsewhere in order to meet the needs of the 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. ESP is a team and we have to adapt in order to maintain continuity for the client, 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 throughout your complete shift and must not under any circumstances be removed 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.
20: STAFF BREAKS
Reasonable staff breaks are allowed but if you smoke please be prepared to remove any high vis you are wearing and completely move away from the door area if you are smoking. 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: Only 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. click here
22: SEARCH PROCEDURE
Each venue has its own search policy, depending on customer demographic and clients wishes. Some venues may not operate a search procedure, some may operate a random or specific one. Alternately a venue may operate a routine search procedure.
All searches must be consensual
All searches must be same sex only
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.
For more information please refer to the staff training modules in the ESP staff area.
23: DUTY OF CARE AND DUE DILIGENCE
Duty of care comes under common law and as a 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, we are often the eyes and ears for managing risk and harm in our area of business. There is a lot about this on the ESP website, including helplines available. 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.
24: ASK FOR ANGELA
All door supervisors need to 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 click here
25: STAY ALERT 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 take-away food whilst on duty. Have your meal before you start shift. 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.
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 and in anyway detrimental to the company and the SIA as a whole. 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. click here
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 yourself in and out.
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 on a Sunday evening. This is on the first page of the staff area on the ESP website. If there are any queries regarding your wages please contact Beverley Smith on 07855 158 861 or ESP Head Office 01743 816 927. Payslips may sometimes be sent via email in advance, payments go through on a Thursday.
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.