What Happens When Security Officers Receive a Call-Out?

When the alarm sounds on an AURA security officer’s portal, it’s more than just a notification. It’s the start of a meticulously planned process designed to ensure your property’s safety. Here’s a step-by-step look at what happens when our officers respond to a call-out.

  1. Receiving the Call-Out
    The moment a call-out is triggered, the nearest available AURA security officer is alerted via the AURA app. With a single tap, the officer accepts the assignment, setting the process into motion. The app provides immediate access to critical details, including the precise location of the incident.
  2. Accessing Risk Assessments and Method Statements (RAMS)
    To ensure the highest standards of health and safety, each responder is provided with comprehensive Risk Assessments and Method Statements (RAMS). These documents outline essential health and safety guidelines and offer detailed instructions tailored to the specific scenario, ensuring that officers are well-prepared to handle any situation effectively and safely.
  3. Confirming the Location
    Using the innovative What3Words system, the officer pinpoints the exact location. This ensures they arrive at the right place without delay, even in areas where traditional addresses might be unclear.
  4. Arriving On-Site
    Safety comes first. Upon reaching the site, the officer parks in a secure and unobtrusive spot. This careful consideration prevents obstruction and ensures quick mobility if the situation escalates.
  5. Utilizing Site-Specific Checklists
    Each site is equipped with tech-enabled checklists set by our customers. These detailed, site-specific instructions guide officers through the necessary actions to complete during the call-out. This includes tasks such as taking images, performing specific inspections, and other actions tailored to ensure comprehensive coverage and customer satisfaction.
  6. Conducting a Dynamic Risk Assessment
    Before taking any further steps, the officer performs a dynamic risk assessment. This involves a quick yet thorough evaluation of the surroundings to identify any immediate hazards or unusual activity. This critical step ensures the officer can proceed safely and effectively.
  7. Performing a Visual Inspection
    A comprehensive visual inspection of the site is carried out next. This includes both external and internal checks, ensuring no corner is overlooked. The officer looks for signs of forced entry, damage, or any unusual occurrences that might indicate a breach.
  8. Forced-Entry Inspections
    To leave no stone unturned, the officer specifically inspects for signs of forced entry. This step is vital in determining if any unauthorized access has occurred, ensuring the property remains secure.
  9. Securing the Premises
    Once the inspections confirm that the site is safe and secure, the officer resets the alarm system if necessary. This step ensures the property remains protected after their departure.
  10. Liaising with Key Stakeholders
    Communication is key. The officer keeps the AURA control room informed throughout the process and liaises with the customer as needed. Through our platform, customers can live track the progress of the call-out via checklist items and view images being taken in real time. If the situation warrants, relevant authorities such as the police or ambulance services are contacted immediately.
  11. Escalation if Necessary
    If the situation escalates, the officer acts swiftly. They coordinate with the AURA control room and other emergency services to ensure a prompt and effective resolution, prioritizing safety at all times.
  12. Reporting and Final Steps
    After the site is secured and any necessary actions are taken, the officer completes a detailed report. This includes updates from the site-specific checklist and images captured during the inspection. This ensures transparency and keeps all stakeholders informed about the incident and the steps taken.

Enhanced Communication and Transparency

Both suppliers and customers benefit from our advanced communication features. Through the AURA platform, stakeholders can track the progress of call-outs in real time, view images captured by responders, and monitor the completion of checklist items. This level of transparency ensures that all parties are informed and reassured throughout the entire process.

 

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