SECURITY AWARENESS

TYPES OF INCIDENTS TO REPORT

INCIDENT REPORT GUIDELINES

·        Any incident that harms or disrupts people

·        Criminal activities like violence, public disorder, robbery, shooting, intruders, burglary, theft, vandalism, and trespassing.

·        Any unauthorized entry

·        Workplace violence such as threats, harassment, or assault, including hostile terminations

·        Theft of prototype devices, confidential materials, IT equipment, and high-value items.

·        Concerning or abnormal behavior.

·        Someone who has suicidal thoughts, threats, or actions.

·        Bomb threats or suspicious packages/bags.

·        Fires (minor or major), fire alarms (real or accidental).

·        First aid, personal injury, accidents, medical emergencies.

·        Technical security system faults.

·        Property damage from severe weather (flood, snow, hail, tornado, high winds, earthquake).

·        Unauthorized vehicles on site.

·        Health, safety incidents and near misses.

·        Abandoned, crashed, or flying drones near site.

·        Turnstile strikes.

·        Security Assistance Request (SAR), Duress, or Panic Button use.

·        Unannounced government visits.

·        Elevator entrapments.

·        Hazardous material spills, suspicious powders, major equipment failures.

·        Be written using the Incident Report form or an approved ACS Guard force reporting tool.

·        Be written clearly and with as few words as possible, and include the following details:

·        WHAT - What happened? Describe exactly what happened in the order it occurred, from the beginning of the incident to the end. Include any actions taken by local security and any planned future actions.

·        WHO - Who was involved? Identify as many people involved as possible. Where able, give full names, aliases (if an Amazon employee, vendor, or contractor), addresses, phone numbers, and physical descriptions, etc., to positively identify the people involved.

·        WHEN - When did it happen? State the day, date, and exact time the incident occurred, including when it was discovered.

·        WHERE - Where did it happen? State all locations precisely.

·        HOW - How did it happen? State whether the cause of the incident can be determined, and what may have caused it.

·        Include information about any emergency workers involved (name, badge number, vehicle license plate, and other details).

·        Be truthful and fact-based. It must not include personal opinions, casual language, jokes, or sarcastic remarks.

UNATTENDED ITEMS

STEP

DETAIL

Unattended or unlocked computer

·        Attempt to screen lock the computer using CTRL, ALT, DEL.

·        Do not log off or close applications.

·

Unattended and unsecured documents

·        If not on an individual desk in a secured/restricted access room Example: printer rooms, break-out spaces and meeting rooms

·        Place in the closest secured document disposal bin.

Unattended items and/or assets

·        Process as a lost and found item.

·        If a suspicious/unattended bag is discovered, continue from SOP: Incident Response

Report

EMPLOYEES WORKING ALONE PROCEDURE

If an employee is working alone (usually outside of business hours) and is not visible or cannot be seen or heard by another person, the Security Guard shall:

Step

Detail

Approach

·        Make sure they are aware of how to contact help if they need it.

·        If exit readers at the site are not working, ask the person about their finish time and request they let the Security Guard members know when they are leaving.

·        Report any exit reader that does not work to the Physical Security team for repair.

·        Log details such as login, desk number, check-up times, and leave time.

SHREDDER/CONFIDENTIAL BIN OPENING

Sometimes papers get put in the shredder/confidential bins by mistake. If an employee needs to get a paper back from one of these bins, they must follow these steps:

Step

Detail

Contact

Employee must contact the Site Reference Sheet (SRS) Point of Contact (POC) and provide the following information:

• Location of the bin

• Number of pages to be retrieved

• Description of document

• Any other information that describes the document

Approval to open the bin

Get approval to open the bin.

Open the bin

The employee cannot dig through the bin themselves. The employee can give more details about the document to help with the search.

Lock the bin

The Security Guard must make sure the bin is locked again after finding the document.

Report

After getting the document, the Security Guard will tell the SRS POC that they gave the document to the employee.

The Security Guard will include:

• The time and date they got the document

• Where the bin was located

• The employee's name

• Information about the document: title, number of pages

SUSPICIOUS BAG / UNATTENDED BAG PROCEDURE

STEP

DETAIL

Ask people in the area if anyone knows who owns the bag.

If CCTV photos and video are available, review them.

Watch the item from a safe distance until the owner comes back.

When the owner collects the bag, tell them not to leave any personal items alone.

Report

If the owner of the bag does not come back to get it or cannot be found in a reasonable amount of time, escalate to the site Security Lead/Security Supervisor or Campus Security Manager.

Prepare to Evacuate

If the bag is believed to be a potential bomb, the evacuation will be conducted as a Bomb Threat Evacuation

BE ON THE LOOK OUT (BOLO)

Sometimes a person is not allowed on Amazon's property or could be dangerous to Amazon or its workers. When this happens, the ACS BAC team creates a "Be on the Lookout" (BOLO) document. This document tells the Security Guard and Reception team about the person who cannot enter. When a BOLO is issued, it is shared with the Security Guard and Reception, but it must be kept confidential.

Do not store BOLO warnings where they can be seen by anyone other than Reception and Security teams.

Only the ASM/CSM and the BAC can cancel a BOLO.

Step

Detail

Approach the person

Only approach the person if safe to do so.

Effective Challenge

·        If the ID information matches the BOLO information, tell the person that they are not allowed to enter the Amazon site.

·        Ask them to leave immediately.

·        If the person will not leave, contact the police and BAC right away.

Report

LETTER BOMB

Letter bombs, include packages and anything delivered by post or courier

Indicators of a Letter Bomb

Be careful of any package or letter that do not get delivered the normal way. Packages found outside entrances or where employees gather should be checked carefully. If a package has more than one of these signs, it could be dangerous:

Size - Big enough to hide something, but not too obvious. Unusually heavy for its size. Most letters weigh up to 1 ounce. Most letter bombs weigh 1.9 - 3.5 ounces and are 1/4 inch or thicker.

Shape - Not even, bulky, lopsided or heavier on one side. Wires sticking out.

Sender - Unknown sender, no return address or a fake one. Recipient's name or company misspelled.

Seal - Sealed much tighter than needed so contents can't fall out.

Stamp - No stamps, too many stamps, blurred postmark, odd markings like "Do Not X-Ray."

Stain - Oily stains on envelope or package. Oily fingerprints on outside. Some explosives leak liquid that stains.

Smell - Strange smells like almonds or marzipan (explosives can smell funny). Or a very strong smell to cover up other smells.

FINDING A POTENTIAL LETTER BOMB PROCEDURE

Step

Detail

Place it on a flat surface or leave in place if possible.

·        Do not open it

·        Prevent others from approaching by cordoning off the area.

·        Do not use mobile phones or radios within a 30- meter/90-foot radius of the package.

Report to manager

Follow the instructions they give you

Clear the area

·        Have people leave the immediate area, the rooms next to the area, and floors below and above.

·        Work with the Building Management Office [BMO] for shared spaces.

Call local police

IF A SUSPICIOUS OBJECT IS FOUND PROCEDURE

Step

Detail

Put a marker next to the object

·        Only do this if it is safe.

·        Do not touch, move, lift, or open the object.

·        Ask the surrounding staff if the object belongs to them.

·        In event the owner is successfully located, question them in order to go back to normal in regard to the object and its location.

·        If the owner is not located, or the owner acts in a suspicious and nervous manner when they are located, continue treating the item as suspicious.

Clear the area.

·        Have people leave the immediate area, the rooms next to the area, and floors below and above.

·        Work with the Building Management Office [BMO] for shared spaces.

Inform Incident Commander/Site Response Lead

·        Do not use a two-way radio or cell phone. There is a risk that the frequency used by the radio or cell phone could make the bomb explode.

·        Report the location and a description of the item to the Incident Commander/ Site Response Lead.

DYNAMIC LOCKDOWN/SHELTER IN PLACE PROCEDURE

A lockdown means keeping people from going in or out of a building or area because of danger. The goal is to stop people from going where it's unsafe and to keep bad actors from getting inside. A lockdown starts if one of these things happens:

·        Outside threat Example: bomb threat

·        Protest/civil disturbance/public disorder/demonstration (that may become violent)

·        Active shooter in an external environment

·        Hazardous material released externally

Step

Detail

Lock the building

·        Communicate Security Manager.

·        Contact police if there is threat to life or if something looks threatening or gets worse quickly.

Tell ACS BAC and persons in the building

Unlock the building

Report

HAZARDOUS MATERIALS INCIDENT

Step

Detail

Contact Emergency Services

Call Emergency Services where specific assistance is required, such as an environmental emergency.

Coordinate the response

The Incident Commander will coordinate the response, which may require assistance from the Security Guard force.

Cordon off the affected space.

·        Deny access to all people except trained responders.

·        Maintain crowd control

·        Make sure the response is done in a safe manner.

·        People who are exposed to the hazmat will use the decontamination showers if they are available.

·        Assess any environmental damage.

·        Determine if more resources are needed.

Report

·        Details of the incident

·        Emergency vehicle information

·        Property damage

·        Clean-up and disposal plan

GENERAL APPROACH TO A POSSIBLE INTRUDER

Step

Detail

Identify an unauthorized person on site

A person not allowed on site may be a person who is:

·        Not wearing an Amazon assigned badge;

·        A minor child not with an adult;

·        Seen going into an area entrance where they are not allowed Example: climbing over the fence, climbing through the window;

·        Trying to break through a door, window, or fence;

·        Behaving or moving as if they do not know the building;

·        Trying to hide who they are Example: covering their face with a cap or hoodie; or

·        Acting in a distrustful way.

Observe the suspect/subject person

Watch from a safe distance and report the following to the BAC:

·        Physical description;

·        Any weapons that can be seen;

·        Clothing the person is wearing;

·        How the person is acting; Example: does the person seem angry or sad?

·        If the person has a vehicle describe it;

Go near to the person (if safe to do so)

·        If it does not feel safe to go near the person based on what the Security Guard force member sees, call the police, and the BAC, OR ask the BAC to call for the police.

·        Keep watching the person until police get to the location.

·        Keep at least 6 meters/20 feet between you and the person if you do not go near them.

·        Talk to the person in a friendly way; use a local common greeting.

·        Ask to see their hands if they are hidden.

·        Ask why they are there.

·        Look to see if they have a weapon or something that can be used as a weapon.

·

Call the police

Report

ACTIVE ARMED AGGRESSOR(S) PROCEDURE

·        Do not try to stop an armed person that has discharged a firearm of any type on site. If there is more than one armed person, a lockdown may not be possible.

·        Do not do anything that could attract the aggressor’s attention to you, such as shouting or taking photographs or video.

·        If safe to do so, use CCTV to monitor the aggressor’s location and if possible, remotely lock down the area to keep the aggressor away from others.

Step

Detail

Get to a safe place

Stay away from windows and doors. Do not hide behind doors. Keep low and shelter behind hard sturdy objects such as brick walls, or in stairwells.

Tell Others

Use the SAR button. If possible, call emergency services and tell the BAC. Warn other people of the situation if it is safe to do so and you won’t give away your location to the aggressor

Begin Evacuation

If location of shooter is known and it is safe to do so

Lock doors remotely (if possible)

Lock doors to contain the aggressor’s movements.

Comply

If you are in danger, follow what the aggressor wants you to do.

Resist

Incapacitate/disable the aggressor as an absolute last resort if your life is in imminent danger

STATUTORY RIGHT OF ENTRY / UNANNOUNCED GOVERNMENT VISIT PROCEDURE

Step

Detail

Remain calm and helpful

Approach the Official

Ask the Official these questions:

·        What government organization do you represent?

·        What is the purpose of your visit?

·        Who/what would you like to see?

Let the officials know that you are contacting an Amazon employee. Ask if they would like to stay in the reception until an employee can get to them.

Inform Others

Activate the UGV tool (where available)

Arrange a dedicated meeting room

If all the rooms are taken, you must cancel one of the rooms. You must then send an email called 'Meeting Room Cancellation' to the person who asked for that room. Look in the ACS Security Guard force Definitions document to find the email template you should use

Submit Reports

STATUTORY RIGHT OF ENTRY/UGV

A Statutory right of entry also called an unannounced government agency visit (UGV) is an unexpected visit by all state or federal agencies with a legal right of access for inspection or investigative purposes).

General Advice

·        Do not try to stop them, it may put you at risk of arrest.

·        Keep the group in the reception area until the arrival of the Amazon host manager. If they insist on leaving the reception area, or if the group is too large to remain in the reception area, escort them to the dedicated meeting room and remain with the officials until the Amazon host arrives.

·        Offer coffee or water while they wait.

Other Possible Issues

If the officials refuse to wait in the reception area or the meeting room, follow these guidelines:

·        Make sure someone who works for Amazon, from the legal department, or another Amazon employee (Blue Badge) goes with the officials.

·        The authorities might want to begin looking into things without waiting for someone from Amazon to be there. Make certain that a security guard goes with them during the investigation.

·        Do not sign any papers. If the officials force you to sign, write the words "without prejudice” under your signature

BOMB THREAT

If a bomb threat is received by phone,

1.     Remain calm, keep the caller on the line for as long as possible, do not hang up even if the caller does.

2.     Listen carefully, be polite and show interest

3.     Try to keep the caller talking to learn more information.

4.     If possible, write a note to a college to call the authorities or as soon as the caller hangs up, immediately notify them yourself.

5.     If your phone has a display copy the number.

Ask caller,

1.     Where is the bomb located?

2.     When will it go off?

3.     What does it look like?

4.     What kind of bomb is it?

5.     What will make it explode?

6.     Did you place the bomb?

7.     Why?

8.     What is your name?

Information about caller

1.     Where is the caller located? Background/ level of noise

2.     Estimated age

3.     Is voice familiar?

4.     Background sounds

5.     Threat language, male female, angry, calm, loud, soft, voice

ACTIVE SHOOTER – RUN HIDE FIGHT

1.     Evacuate the premises and call 112

2.     If evacuation is not possible, find a place to hide where the active shooter is less likely to find you.

a.      Lock the door

b.     Blockade the door with heavy furniture

c.      Silence phone

d.     Remain quiet

3.     Take action against the active shooter

a.      Acting as aggressively as possible against him

b.     Throwing items

c.      Yelling

Call

a.      Location of the shooter

b.     No of shooter

c.      Physical description of shooter

d.     No & type of weapons

No of victims in the premises

CASE REPORT

SECURITY AWARENESS - INCIDENTS

Contact Form

STEP	DETAIL
Unattended or unlocked computer	· Attempt to screen lock the computer using CTRL, ALT, DEL. · Do not log off or close applications. ·
Unattended and unsecured documents	· If not on an individual desk in a secured/restricted access room Example: printer rooms, break-out spaces and meeting rooms · Place in the closest secured document disposal bin.
Unattended items and/or assets	· Process as a lost and found item. · If a suspicious/unattended bag is discovered, continue from SOP: Incident Response
Report

SHREDDER/CONFIDENTIAL BIN OPENING Sometimes papers get put in the shredder/confidential bins by mistake. If an employee needs to get a paper back from one of these bins, they must follow these steps:
Step	Detail
Contact	Employee must contact the Site Reference Sheet (SRS) Point of Contact (POC) and provide the following information: • Location of the bin • Number of pages to be retrieved • Description of document • Any other information that describes the document
Approval to open the bin	Get approval to open the bin.
Open the bin	The employee cannot dig through the bin themselves. The employee can give more details about the document to help with the search.
Lock the bin	The Security Guard must make sure the bin is locked again after finding the document.
Report	After getting the document, the Security Guard will tell the SRS POC that they gave the document to the employee. The Security Guard will include: • The time and date they got the document • Where the bin was located • The employee's name • Information about the document: title, number of pages

SUSPICIOUS BAG / UNATTENDED BAG PROCEDURE
STEP	DETAIL
Ask people in the area if anyone knows who owns the bag.	If CCTV photos and video are available, review them.
Watch the item from a safe distance until the owner comes back.	When the owner collects the bag, tell them not to leave any personal items alone.
Report	If the owner of the bag does not come back to get it or cannot be found in a reasonable amount of time, escalate to the site Security Lead/Security Supervisor or Campus Security Manager.
Prepare to Evacuate	If the bag is believed to be a potential bomb, the evacuation will be conducted as a Bomb Threat Evacuation

BE ON THE LOOK OUT (BOLO) Sometimes a person is not allowed on Amazon's property or could be dangerous to Amazon or its workers. When this happens, the ACS BAC team creates a "Be on the Lookout" (BOLO) document. This document tells the Security Guard and Reception team about the person who cannot enter. When a BOLO is issued, it is shared with the Security Guard and Reception, but it must be kept confidential. *Do not store BOLO warnings where they can be seen by anyone other than Reception and Security teams.* *Only the ASM/CSM and the BAC can cancel a BOLO.*
Step	Detail
Approach the person	Only approach the person if safe to do so.
Effective Challenge	· If the ID information matches the BOLO information, tell the person that they are not allowed to enter the Amazon site. · Ask them to leave immediately. · If the person will not leave, contact the police and BAC right away.
Report

FINDING A POTENTIAL LETTER BOMB PROCEDURE
Step	Detail
Place it on a flat surface or leave in place if possible.	· Do not open it · Prevent others from approaching by cordoning off the area. · Do not use mobile phones or radios within a 30- meter/90-foot radius of the package.
Report to manager	Follow the instructions they give you
Clear the area	· Have people leave the immediate area, the rooms next to the area, and floors below and above. · Work with the Building Management Office [BMO] for shared spaces.
Call local police

IF A SUSPICIOUS OBJECT IS FOUND PROCEDURE
Step	Detail
Put a marker next to the object	· Only do this if it is safe. · Do not touch, move, lift, or open the object. · Ask the surrounding staff if the object belongs to them. · In event the owner is successfully located, question them in order to go back to normal in regard to the object and its location. · If the owner is not located, or the owner acts in a suspicious and nervous manner when they are located, continue treating the item as suspicious.
Clear the area.	· Have people leave the immediate area, the rooms next to the area, and floors below and above. · Work with the Building Management Office [BMO] for shared spaces.
Inform Incident Commander/Site Response Lead	· Do not use a two-way radio or cell phone. There is a risk that the frequency used by the radio or cell phone could make the bomb explode. · Report the location and a description of the item to the Incident Commander/ Site Response Lead.

DYNAMIC LOCKDOWN/SHELTER IN PLACE PROCEDURE A lockdown means keeping people from going in or out of a building or area because of danger. The goal is to stop people from going where it's unsafe and to keep bad actors from getting inside. A lockdown starts if one of these things happens: · Outside threat Example: bomb threat · Protest/civil disturbance/public disorder/demonstration (that may become violent) · Active shooter in an external environment · Hazardous material released externally
Step	Detail
Lock the building	· Communicate Security Manager. · Contact police if there is threat to life or if something looks threatening or gets worse quickly.
Tell ACS BAC and persons in the building
Unlock the building
Report

HAZARDOUS MATERIALS INCIDENT
Step	Detail
Contact Emergency Services	Call Emergency Services where specific assistance is required, such as an environmental emergency.
Coordinate the response	The Incident Commander will coordinate the response, which may require assistance from the Security Guard force.
Cordon off the affected space.	· Deny access to all people except trained responders. · Maintain crowd control · Make sure the response is done in a safe manner. · People who are exposed to the hazmat will use the decontamination showers if they are available. · Assess any environmental damage. · Determine if more resources are needed.
Report	· Details of the incident · Emergency vehicle information · Property damage · Clean-up and disposal plan

GENERAL APPROACH TO A POSSIBLE INTRUDER
Step	Detail
Identify an unauthorized person on site	A person not allowed on site may be a person who is: · Not wearing an Amazon assigned badge; · A minor child not with an adult; · Seen going into an area entrance where they are not allowed Example: climbing over the fence, climbing through the window; · Trying to break through a door, window, or fence; · Behaving or moving as if they do not know the building; · Trying to hide who they are Example: covering their face with a cap or hoodie; or · Acting in a distrustful way.
Observe the suspect/subject person	Watch from a safe distance and report the following to the BAC: · Physical description; · Any weapons that can be seen; · Clothing the person is wearing; · How the person is acting; Example: does the person seem angry or sad? · If the person has a vehicle describe it;
Go near to the person (if safe to do so)	· If it does not feel safe to go near the person based on what the Security Guard force member sees, call the police, and the BAC, OR ask the BAC to call for the police. · Keep watching the person until police get to the location. · Keep at least 6 meters/20 feet between you and the person if you do not go near them. · Talk to the person in a friendly way; use a local common greeting. · Ask to see their hands if they are hidden. · Ask why they are there. · Look to see if they have a weapon or something that can be used as a weapon. ·
Call the police
Report

ACTIVE ARMED AGGRESSOR(S) PROCEDURE · Do not try to stop an armed person that has discharged a firearm of any type on site. If there is more than one armed person, a lockdown may not be possible. · Do not do anything that could attract the aggressor’s attention to you, such as shouting or taking photographs or video. · If safe to do so, use CCTV to monitor the aggressor’s location and if possible, remotely lock down the area to keep the aggressor away from others.
Step	Detail
Get to a safe place	Stay away from windows and doors. Do not hide behind doors. Keep low and shelter behind hard sturdy objects such as brick walls, or in stairwells.
Tell Others	Use the SAR button. If possible, call emergency services and tell the BAC. Warn other people of the situation if it is safe to do so and you won’t give away your location to the aggressor
Begin Evacuation	If location of shooter is known and it is safe to do so
Lock doors remotely (if possible)	Lock doors to contain the aggressor’s movements.
Comply	If you are in danger, follow what the aggressor wants you to do.
Resist	Incapacitate/disable the aggressor as an absolute last resort if your life is in imminent danger

STATUTORY RIGHT OF ENTRY / UNANNOUNCED GOVERNMENT VISIT PROCEDURE
Step	Detail
Remain calm and helpful
Approach the Official	Ask the Official these questions: · What government organization do you represent? · What is the purpose of your visit? · Who/what would you like to see? Let the officials know that you are contacting an Amazon employee. Ask if they would like to stay in the reception until an employee can get to them.
Inform Others	Activate the UGV tool (where available)
Arrange a dedicated meeting room	If all the rooms are taken, you must cancel one of the rooms. You must then send an email called 'Meeting Room Cancellation' to the person who asked for that room. Look in the ACS Security Guard force Definitions document to find the email template you should use
Submit Reports