The Estates at Seven Hills/Presidio POST ORDERS. SECTION B Officer in Charge (OIC) Procedures, Standards, Regulations Page Number 15

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1 The Estates at Seven Hills/Presidio POST ORDERS Revised: 07/18/2011 SECTION A Access Control Procedures Page Number A 1 Resident 01 A 2 New Resident 02 A 3 Guests 03 A 4 Vendors 04 A 5 Construction Vehicles 05 A 6 Realtors 06 A 7 Process Servers 09 A 8 Delivery Vehicles 11 A 9 Emergency Vehicles 12 A 10 Parties and Special Events 13 A 11 Passes 14 SECTION B Officer in Charge (OIC) Procedures, Standards, Regulations Page Number 15 SECTION C Gate Officers Procedures, Standards, Rules and Regulations Page Number 17 SECTION D Special Instructions, Procedures, Rules and Regulations Page Number D 1 Parking 20 D 2 Trespassing and Trespass Warning D 4 Observed Open Garage Doors 23 D 5 Bomb Threat 24 D 6 Vehicle Repossession 27 D 7 Complaints 29 D 8 Motorized Vehicles, Scooters, Etc. 30 D 9 Vacation Watch 31 D 10 Media Contact 32 D 11 Emergency Gate Operation 34 D 12 Non-Guarded Gates (Crash Gates) 35 D 13 Signage 36 D 14 Trash & Disposal 37 D- 15 Presidio Animal Control 37 SECTION E General Instructions, Procedures, Rules and Regulations Page Number E 1 Uniforms 39 E 2 Appearance 40 E 3 Forms and Logs 41 E 4 Hours and Staffing 42 E 5 Chain of Command 43 E 6 Safety 44 E 7 Equipment SECTION F Training Page Number SECTION G Attachments and Samples Page Number

2 SECTION A-1 RESIDENTS OBJECTIVE: To control and monitor residents access to the property through any one of Rapallo, Terracina and Marsala entrances consisting of four security gates ( Gates ). To assure all residents are following access procedures and rules and regulations. BE AWARE OF: Residents sometimes attempt to pass the gates quickly to avoid Security seeing that they do not have a proper bar code on their vehicle. Residents also sometimes attempt to have their guests Piggy-back on them, passing through the gates, as the resident yells they re with me. Also, some guests or visitors may try to pass as residents. Notify the OIC immediately if this occurs. PROCEDURES: a) If the residents do not have a barcode sticker on his/her vehicle the resident must be stopped and their ID and resident address verified through the profiles and their Security PIN verified. If verified, allow them access, but also politely advise them of their need to have a proper and current bar code displayed on their vehicle. b) If the person claims to be a resident and no verification is available on the profiles, Notify your OIC and let them make the decision to deny access. c) If the person claims to be a NEW RESIDENT, follow the new resident procedures as explained in A-2. 1

3 SECTION A-2 NEW RESIDENTS OBJECTIVE: To control and monitor new residents access to the property through any one of the Gates. New residents may either be in the process of moving in, awaiting movers or having moved in and not yet completed their profile. There may often be a delay of several days regarding information relating to a new resident taking ownership of a home. If a person approaches the Gate and states he/she is a new homeowner and you have no notification of that fact, follow the below procedures. BE AWARE OF: Individuals who are not new residents and attempt to gain access by stating that they just bought the home at 123 Street and have not filled out their paperwork yet. PROCEDURES: a) Ask for paperwork showing/providing ownership of the home. b) If proper paperwork is shown and/or access is allowed per Property Management, the person(s) may be permitted access. c) If proper paperwork is shown and access is being granted, give the new resident a profile form and advise them to fill it out as soon as possible to assure they have smooth access to the property. d) If proper paperwork can not be shown, and it is during normal business hours, have the new resident contact the Property Management Office. e) If proper paperwork can not be shown, and it is NOT during normal business hours, the OIC will politely advise the individual(s) that without proper paperwork, neither they, nor their movers or guests may be admitted and give them a business card for the Property Management Company. 2

4 SECTION A-3 GUESTS OBJECTIVE: To control guest access to the property though any one of the Gates. Guests gaining access MUST have been verified by any of the below explained procedures. NO GUEST MAY BE ALLOWED ACCESS WITHOUT BEING ISSUED A CURRENT PASS. BE AWARE OF: Individuals stating, Steve Smith knows I m coming. or I m going to the Smith residence at 123 Street. or I came in thought the other gate, but lost my pass. etc. Knowing a resident s name or address does not gain the guest access to the property. PROCEDURES: a) Ask the guest s name and destination. b) Check the Secure Systems data base profile for the resident s verification for this guest. If the name appears in the data base, issue a pass and allow access. c) If the name does not appear on the resident s permanent guest list in the data base, telephone the resident for verification. If the resident verifies the guest, issue a pass and allow access. d) If the resident is not available through telephone verification, the guest must be denied access. e) If the guest disputes the access denial or attempts to make calls to whomever, do not allow them to do so at the gate while blocking traffic. They must pull around the Security Post and make whatever calls they need to make while not impeding the normal traffic to the gate. Be certain that the guest does not tailgate another vehicle into the community this is especially important at the Marsala entrance. f) If they ask you to call someone for them to gain verification, refuse politely, stating you are required only to telephone the resident address for verification, you have done so and there was no answer or that entry was denied by the resident. g) If they ask if they can use the telephone in the Security Post, politely advise them that they are not allowed in the Security Post. h) If the guest hands you their cell phone and says this is the resident, ask the resident for their Security Pin to verify you are speaking with the resident and, whenever someone calls you from off property and states he/she is a resident and wants to verify someone in, ask them for their Security Pin. The only time you would not ask for a Security Pin is in the event the Caller ID in the Security Post verifies the call is coming from the residence. Always have the OIC make the final determination on access issues. i) Passes are valid for a 24 hour period, however upon re-entry, the pass must be examined for date, time and address. Remember to check the profile for pass address, some residents do not allow re-entry of their guest and a notation has been placed on their profile. j) Multiple day GUEST passes may be issued for up to five (5) days including the day of issuance. No multiple day passes will be issued to vendors or construction workers. 3

5 SECTION A-4 VENDORS OBJECTIVE: To control vendor access to the property through any one of the three Security Gates. Vendors gaining access MUST have been verified by any of the below explained procedures. NO VENDOR MAY BE ALLOWED ACCESS WITHOUT PROPERLY BEING ISSUED A CURRENT PASS. BE AWARE OF: Individuals stating, Steve Smith knows I m coming. or I m going to the Smith residence at 123 Street. or I came in though the other gate, but lost my pass. etc. Knowing a resident s name or address does not gain the guest access to the property. PROCEDURES: a) Ask the vendor s name and destination. b) Check the Secure Systems data base for the resident s verification. If the name appears on the profile, issue a pass and allow access. c) If the name does not appear on the call down log, which is used to record new vendors when residents do not know complete name of the vendor, the guard will record as much information as possible and then complete when the vendor arrives. The guard will also check the resident s permanent vendor list in the Secure Systems data base. If the name appears on the resident s permanent vendor list on their profile or the call down log, issue a pass and allow access. d) If you suspect that a vendor may be illegally attempting to enter and or drive in the community, you may verify the driver s license and proof of insurance. If they are unable to produce both, deny entry, immediately notify your OIC and prepare an Incident Report. e) If the name does not appear on the resident s permanent vendor list on their profile, telephone the resident for verification. If the resident verifies the vendor, issue a pass and allow access. f) If the resident is not available for telephone verification, the vendor must be denied access. g) If the vendor disputes the denial or attempts to make cell calls to whomever, do not allow them to do so at the gate while blocking traffic. They must pull around the Security Post and make whatever calls they need to make while not impeding the normal traffic to the gate. Be certain that the guest does not tailgate another vehicle into the community this is especially important at the Marsala entrance. h) If they ask you to call someone for them to gain verification, refuse politely, stating that you are required only to telephone the resident s address for verification, you have done so and there is no answer or that access was denied. i) If they ask if they can use the telephone in the Security Post, politely advise them they are not allowed in the Security Post. j) If the vendor hands you their cell phone and says this is the resident, ask for their Security Pin to verify you are speaking with the resident and, whenever someone calls you from off property and states he/she is a resident and wants to verify someone in, ask them for their Security Pin. The only time you would not ask for a Security Pin is in the event the Caller ID in the Security Post verifies the call is coming from the residence. 4

6 TIMES ALLOWED: Vendors are only allowed on property to work Monday through Saturday, with the exception of the following holidays- New Years Day, Memorial Day, July 4 th Holiday, Thanksgiving Day, Labor Day and Christmas Day. If the actual holiday falls on a weekend but is observed the following Monday, no vendors will be allowed in on that Monday also. No vendor is allowed on property to work on Sunday, EXCEPT when a vendor is responding to an emergency situation in or at a residence, such as no water, broken pipes, insect infestation, communication problem, etc. Vendors are allowed on property at 6:45 am BUT, may not begin working until 7:00 am. Vendors MUST leave the property by 6:00 pm. No vendor may come on the property for the purpose of dropping off supplies after 5:30 pm. Passes are issued daily. 5

7 SECTION A-5 CONSTRUCTION VEHICLES OJECTIVE: To control construction vehicles access to the property. It is the responsibility of the home/site owner to give security a listing of permanent construction companies, vehicles, sub-contractors and names, etc. which will be taking part in the construction and will be responding regularly during the construction. BE AWARE OF: Construction vehicles which are large or oversized and may have problems negotiating around the property. PROCEDURES: a) Ask which construction site the vehicle is going to. b) Check the construction site listing for that address to verify the particular vehicle, company, etc. If the name appears on the proper construction site listing: Issue a pass and allow access. If not, deny access stating the reason why. c) If the name does not appear on the particular construction site listing, ask to see a delivery order stating the destination address. Common sense and a certain amount of flexibility are sometimes warranted. If a large cement truck is attempting access or a vehicle is carrying a large delivery of lumber, crushed stone, etc. and the delivery or work order may not be as definitive as you d like, the patrol vehicle is to escort the vehicle to the destination address. When in doubt, ask the vehicle to pull out of the way and notify the OIC. d) If access is allowed and the vehicle is large or oversized or appears that it may have a possible problem negotiating around the property, allow access, but advise the operator to pull in and stop and wait for an escort. Notify the OIC to respond to escort the construction vehicle in, and when their job is completed, the OIC will escort the vendor out. Please be guided by Section 21, under OIC Procedures. REMEMBER. A vehicle transporting workers to a construction site is considered a construction vehicle and will be treated as a construction vehicle with respect to passes. TIMES ALLOWED: Construction vehicles are only allowed on property to work Monday through Saturday. No construction vehicle is allowed on property to work on Sunday. Construction vehicles are allowed on property at 6:15 am BUT, may not begin working until 7:00 am. Construction vehicles must be off the property by 6:00 pm. No construction vehicle may come on property for the purpose of dropping off supplies after 5:30 pm. 6

8 SECTION A-6 REALTORS OBJECTIVE: To control and monitor realtors access to the property through any of the three Security Gates. BE AWARE OF: Realtors attempting to gain access to solicit around the property or sign in for one property and show up at others. PROCEDURES: OCCUPIED RESIDENCE: a) A realtor attempting access to an occupied residence will be treated as a guest. b) Ask the realtor s name and destination, verify identity. c) Check the Secure Systems data base for the realtors verification. If name appears in the data base, issue a pass and allow access. d) If the name does not appear on the data base, check the resident s permanent guest list, telephone the resident for verification. If the resident verifies the realtor, issue a pass and allow access. e) If the name does not appear on the resident s permanent guest list in the data base, telephone the resident for verification. If the resident verifies the realtor, issue a pass and allow access. f) If the resident is not available for telephone verification, the realtor must be denied access. g) If the realtor disputes the access denial or attempts to make calls to whomever, do not allow them to do so at the gate while blocking traffic. They must pull around the Security Post and make whatever calls they need to make while not impeding the normal traffic to the gate. Be certain that the guest does not tailgate another vehicle into the community this is especially important at the Marsala entrance. h) If they ask you to call someone for them to gain verification, refuse politely, stating you are required only to telephone the resident s address for verification, you have done so and there is no answer or that access was denied. i) If they ask if they can use the telephone in the Security Post, politely tell them they are not allowed in the Security Post. UN-OCCUPIED RESIDENCE: a) It is the responsibility of the Listing Agent to notify Property Management of realtor activity at an unoccupied residence and Property Management will notify Security. b) Ask the realtor s name and destination, verify identity. c) Issue a pass and allow access. ALL LISTINGS: Homeowner will advise of realtors name Realtor may designate a sign installation company but must adhere to the Seven Hills Master Association signage criteria. (see below) 7

9 Realtors MUST escort prospective buyers from the gate to the property. Realtors are not allowed to solicit business in the community, tour the property, handout cards, solicit, etc. Open House signage is not permitted. Sample of approved sale sign: 8

10 SECTION A-7 PROCESS SERVERS OBJECTIVE: To control individuals attempting to gain access to the property for the purpose of serving legal or court paperwork. BE AWARE OF: Individuals attempting to falsely represent paperwork they have as court paperwork. Thus making the individual attempting to serve the papers as an Officer of the Court. PROCEDURES: a) Ask for identification of the individual serving the papers the person attempting to serve legal papers MUST has a VALID Process Servers Sheriff s Card or Private Investigators License. b) If the individual has a valid card, verify the person being served is a resident through the Secure Systems profile. If the person is a resident, issue a proper pass. UNDER NO CIRCUMSTANCES ARE YOU TO NOTIFY THE RESIDENT BEING SERVED OF THE PROCESS SERVER BEING ON PROPERTY. c) If the individual does not have a VALID Process Server s Sheriffs Card or a Private Investigators License, call the OIC, the OIC will deny access. IF THERE ARE ANY QUESTIONS OF VALIDITY, NOTIFY THE ACCOUNT MANAGER FOR RESOLUTION PRIOR TO DENYING ENTRY. d) If you deny access to the individual and the individual attempts to hand you the paperwork: COMPLETELY REFUSE TO ACCEPT THE PAPERWORK OR EVEN HANDLE THE PAPERWORK. IF THE INDIVIDUAL TOSSES THE PAPERWORK AT YOU OR TO THE GROUND OR IN TO THE SECURITY POST, DO NOT TOUCH IT LET IT LAY WHEREVER IT FALLS. REMEMBER As a gate guard, when in doubt, notify the OIC. If the OIC is in doubt, he will call the Account Manager. EXTRACT OF LEGISLATIVE COUNSEL BUREAU DECISION REGARDING LEGAL PROCESS AS DEFINED IN NRS : During the period before March 6, 1997, persons identifying themselves as process servers, working for companies not always licensed to serve process under NRS 648, presented many questionable documents to gate officers as legal process. The format of the documents wasn t standardized so gate officers could recognize them as legal process. Many were unsigned; some by a notary public or were signed by attorneys. On March 6, 1997, the Nevada Legislature s Legislative Counsel Bureau (LCB) defined legal process as a document properly endorsed by a judge, the clerk of court or bearing the court seal. Any document signed by an attorney, a notary public, someone other than those described or unsigned is not legal process. A process server without a valid Process Server s Sheriff s Card as defined above will not be allowed to enter this gated community. Any attempt to serve process on the gate officer when the document(s) do not meet the LCB definition of legal process will not be accepted, is without effect and will return to the originator if left at the gate. 9

11 Note: NRS has not been changed officially to reflect the LCB opinion above. Many companies that serve process, especially legal firms, do not recognize the LCB opinion for that very reason. Legal firms, for example, consider notices to pay rent arrears, signed by an attorney, as legal process per NRS specifically because LCB opinion has not been changed officially. Prepare an Incident Report as necessary. 10

12 SECTION A-8 DELIVERY AND SERVICE VEHICLES OBJECTIVE: To control and monitor delivery and service vehicles access to the property through any of the three security gates. BE AWARE OF: Individuals in civilian cars or trucks stating that they are working for UPS, FedEx, City of Henderson, etc. PROCEDURES: a) Only the following clearly marked vehicles are allowed onto the property without a Security Pass: FedEx, UPS, DHL, Air Borne, Republic Services, phone companies, Nevada Power, Southwest Gas, US Postal Service, Street Sweepers or any marked City of Henderson vehicles. b) All other delivery or service vehicles such as Cox Cable, florists, newspaper delivery vehicles, etc. must be checked in and issued a pass in accordance with vendor procedures. c) Vendors employed by the Association to perform work in the Association s common areas are to be listed in the Secure Systems data base at 9999 Seven Hills. 11

13 SECTION A-9 EMERGENCY VEHICLES OBJECTIVE: To assist Emergency Vehicles responding to a Fire, Medical or Police Emergency or an Alarm on property. BE AWARE OF: Not clearing the gate area of traffic or assisting with traffic when Emergency Vehicles arrive. PROCEDURES: a) Your main responsibility when Emergency Vehicles are responding to an emergency on property is to do whatever you may be asked to do to assist them through the gate, most probably you may be asked for directions. In such a case you will give concise and accurate directions to the Emergency Vehicle. b) If an Emergency Vehicle responding to an emergency on property arrives at the gate and you have residents, guests, vendors, etc. blocking traffic, assist the Emergency Vehicles in getting safely through the gate. c) As soon as the Emergency Vehicles pass through the gate, notify the OIC that the Emergency Vehicles are on property and give the OIC the address they are responding to if you know it. In any event, the OIC is to be advised of this entry. 12

14 SECTION A-10 PARTIES AND SPECIAL EVENTS OBJECTIVE: To control and monitor guests attending a large Party or Special Event on property. BE AWARE OF: Individuals attempting to gain access to the property by name dropping, as in I m going to Mr. Smiths party BUT, once having been issued a pass and allowed access, roam the property. PROCEDURES: a) It is the responsibility of the resident holding the Party or Special Event to notify the property management group and provide a guest list, which will be forwarded to the OICs. At that time the resident and security will discuss parking arrangements. b) If the resident is to provide valet parking or a parking shuttle, the resident must advise Property Management. Property Management will notify security. c) All guests attending a Party or Special Event MUST be issued a Party/Special Event Pass and be signed in by name and license plate number. d) The OIC will be made aware of any large Parties or Special Events and focus on parking situations which may arise. e) Any resident that has an event that would have an excess of 15 vehicles must provide a list of guests to all security gates a minimum of 24 hours in advance of the event and provide valet and security personnel information in accordance with the Association s Party Parking Policy. 13

15 SECTION A-11 PASSES OBJECTIVE: To control and monitor everyone entering the property by having each and every vehicle either display a proper bar code (resident) or have all vehicles attempting access to the property stop at the Security Post and be issued a proper pass. BE AWARE OF: Individuals attempting to gain access to the property by name-dropping. ISSUE AND DESCRIPTION OF PASSES: a) Any and all persons and vehicles attempting access to the property will be issued a proper Security Pass as described is Sections A-1 through A-10. Any exceptions are previously noted in the appropriate preceding sections. b) Samples of passes are available from the on duty OIC. 14

16 SECTION B OIC PROCEDURES, STANDARDS, REGUALTIONS OBJECTIVE: To assure OIC s have written Procedures, Standards and Rules and Regulations by which to conduct their Security Activities while on property. BE AWARE OF: Having been trained and instructed in the following Procedures, Standards and Rules and Regulations and having initialed each one as evidence that you totally understand each. Violations of these Procedures, Standards and Rules and Regulations may result in disciplinary action ranging from Verbal and Written warnings to Suspension or Termination. 1) The OIC will stop at the gatehouses and perform uniform inspections at the beginning of their shift. 2) Conduct training of newly assigned officers, complete the training checklist and send to ISSI via fax or . 3) All officers must receive documents training daily specifically by the OIC assigned to the same shift. 4) If confronted with a vendor delivery issue, use Post Order guidelines to base your decision on, but when not sure, call the OIC and be guided by his instruction. However, under no circumstances are you to accept monies. 5) Any recovered property, especially lost cash or identification is to be kept in the OIC lockbox in the rear of the company vehicle. HPD is to be notified, and all necessary reports and notifications made. Each OIC will verify the contents of the lockbox and document same on their Daily Activity Report. 6) Perform a minimum of six (6) speed control checks during the course of their shift, unless special occurrences limit their time availability and those occurrences must be documented on the Daily Activity Report. (Special Note-Speed checks will not to be performed in Presidio. Roving patrols must obey the posted 15 MPH speed limit while in the Presidio Community. ) 7) Reverse patrols are simply a means of back tracking to prevent observation of a routine patrol. Swing shift should perform at least five; grave shift should perform at least eight (8). With escorts, administration procedures and vendor checks, Day Shift OIC should perform at least five (5), unless special occurrences limit their availability and must be documented on the Daily Activity Report. 8) As a patrol officer observes violations, (parked on street or in fire lane) he will issue a Violation Notice, record the incident with photographs via NextMail, prepare an notification and post the yellow copy of said violation(s) on the owner s mailbox. 9) The violation must be complete with the date, time, location, vehicle, type/model, license plate number and OIC signature. 10) Unusual circumstances should be reported to the Account Manager immediately for determination. 11) If you observe an open garage door, first try to contract the resident, ask for compliance (resident should shut garage door). If no one answers, stay on post and notify HPD. Once you have an event number, document incident with an incident report and NextMail notification. If the resident refuses to shut the garage door, issue a citation. 12) No confrontation with residents and guests is allowed professional conduct is paramount. 15

17 13) OIC s on regular basis should also check vendor passes for date, address and possible parking violations. 14) OIC should periodically check passes expiration date displayed on the dashboard of vehicles. If the pass is expired, investigate and report to the account manager. 15) OIC s will physically check all pedestrian gates for key pad operation, and to be sure the gate is locked and secured. If not, prepare a repair request and to the Security Committee and the community manager. 16) Remember Process Servers generally work for a Private Investigator, which means in the absence of a Process Servers License, a Private Investigators License is sufficient for entry. An OIC must determine of the papers to be served were electronically submitted which will only have the court name, judge name and appearance date or a traditional summons with a raised court seal. If you are not sure, call your account manager. 17) Look for any hazards and report via NextMail and notification. 18) Monitor all construction sites to ensure compliance of all rules, especially fencing, debris outside of fencing, port-a-potty and dumpsters. Always remember that the fencing must be locked and secured by 6pm. 19) Physically check the status of all Fire/Crash Gates to ensure they are closed and secure. 20) When sprinkler heads or lines are observed malfunctioning, immediately notify both the Account Manager and the community manager via phone and of the problem location. 21) Provide escort for oversized vehicles, the OIC will ascertain from the driver an approximate completion time for the escort out, if the OIC is apprised by the driver of a short stay, the OIC may stay at site until job completion and then escort vehicle out. If the job requires an extensive amount of time, ask the driver if he has a cell phone, the OIC will exchange the OIC s telephone number with the driver s cell number and advise driver to call him when he has completed his job and is ready for the escort out. The OIC must not rely on this, instead, constantly monitor the vehicle for all compliance issues. 22) Watch for inadvertent dumping by cement trucks, record any damage and as much information about the vehicle as possible (make, model and license plate etc), and notify both the Account Manager and community manager via telephone and complete an incident report. 23) Any damage caused to the Estates at Seven Hills/Presidio common areas or residential accidents caused by third parties, must be immediately reported (telephone, NextMail and ). The most important information is the responsible party insurance, license and registration information. 24) Watch all gates for inappropriate access especially solicitors on foot. 25) It is the responsibility of the resident to notify the management company if they would like a Courtesy Vacation Watch Form or to download the form off the Secure Systems Group website. Remember- unless authorized by the community manager or the Account Manager, the scope of the Courtesy Watch will be limited to checks that do not require opening or closing doors or gates on property, we will visually check easily viewed access area s which include windows and garage doors. Backyards checks can only be performed when there is unlocked access to the yard. If any unusual circumstances appear at a home on the Vacation Watch List, Henderson Police must be notified immediately and then the Account Manager. 16

18 Vacant home watch is only a courtesy patrol limited to checking for vandalism, squatters and burglaries. Neither ISSI nor the HOA will assume any liability by performing this courtesy. You are limited to contacting the owner of record, with the exception of bank owned properties. These properties will be contacted by the community manager only. Clear all vacant and vacation home watches with the Property Manager. 26) Motor homes or boat staging is limited to 18 hours within a total period of 48 hours. 27) When you discover a resident or guest has parked in the fire lane, during the day and if the lights are on at night, first try to contact the homeowner and politely ask them to move the vehicle. If they refuse, issue the citation and include the barcode number on the citation. 28) Any and all procedural paperwork, including, but not limited to, Daily Activity Reports (DAR s), Incident Reports (IR s) and Voluntary Statements are to be completed only while on association property on the day of occurrence and before the end of your shift. Under no circumstances should any reports be removed from association property or stored in any fashion, such as on a laptop or desktop computer, storage unit or file. Any such activity is grounds for immediate dismissal. 17

19 SECTION C GATE OFFICERS PROCEDURES, STANDARDS, RULES AND REGULATIONS OBJECTIVE: To assure Security Post/Gate Officers have written Procedures, Standards and Rules and Regulations by which to conduct their Security Activities while on property. BE AWARE OF: Having been trained and instructed in the following Procedures, Standards and Rules and Regulations and having initialed each one as evidence that you totally understand each. Violations of these Procedures, Standards and Rules and Regulations may result in disciplinary action ranging from Verbal and Written warnings to Suspension or Termination. 1) Always, and without exception, follow all Access Control Procedures 2) Always give priority (except in the case of emergency vehicles) to residents when controlling access 3) Always have disputed or not readily verifiable guests or vendors pull around to the rear of the Security Post where their stopping does not block the gate. Be certain that the guest does not tailgate another vehicle into the community this is especially important at the Marsala entrance. 4) Always deal with disputed access or not readily verifiable guests or vendors AFTER the driveway is clear and no one else is awaiting access. Never allow traffic to build up or block traffic or the gate when dealing with disputed or not readily verifiable guests or vendors. 5) Always greet residents, guests or vendors with clipboard in hand. 6) Always make an entry in the Secure Systems data base for each and every person(s) entering the property. Even emergency vehicles are to be noted. 7) Always remember that your primary function is to facilitate smooth and expedient access to the property WHILE ASSURING PROPER ACCESS CONTROL. 8) If you find yourself becoming overwhelmed with traffic or situations at the gate, immediately call for the OIC to come to assist you. 10) Always attempt to make eye contact with all residents entering the property using their bar code. 11) Always notify the OIC of gate piggy-backers and gate runners and always note whatever information you can obtain about the vehicle and incident and then prepare a voluntary statement, the OIC will prepare the incident report. 12) Always stop and challenge each and every guest and vendor. 13) Always maintain visual awareness of the driveway and never become so immersed in activity that you fail to keep visual contact with the driveway and gate. 14) Always strictly follow the procedures set forth in Section A-7 when dealing with process servers and NEVER alter the procedures. 15) Never accept telephone messages for residents. 18

20 16) Never leave the Security Post to walk outside to investigate or handle a situation. Such activity will undoubtedly take your attention from the driveway and gate. Instead, notify the OIC you need assistance in handling or looking into a situation. 17) Except for official Board of Directors business, you are NOT permitted to accept any packages and florists deliveries at the Security Post for pick-up by residents. Florists may leave an arrangement at the gate ONLY if the resident authorizes same. NEVER ACCEPT CASH TO BE LEFT FOR PICK-UP. 18) Never carry with you or on your person or have in the Security Post, any unauthorized weapons or articles or anything deemed a weapon as identified in Nevada Revised Statute ) Always be professional and courteous when dealing with anyone on property, even when a resident, guest or vendor may become obnoxious or insulting. 20) Never allow anyone other than ISSI employees to enter the Security Post. The obvious exceptions are Board Members and individuals such as repair persons in the normal performance of their duties. 21) All radios have been removed from this site, all communication will be through the OICs Nextel/Sprint phones. 22) Completely, accurately and truthfully fill out and complete all Daily Activity Reports, Incident reports, Voluntary statements and any other forms or paperwork as deemed required by ISSI or the Property Manager. 23) Never use ISSI, Management or ESH equipment for your personal use. The obvious exceptions being water coolers, microwaves, coffee pots, refrigerators, etc. Attempting to use ESH/Presidio computers to access porn or gaming sites will lead to your immediate removal from ESH/Presidio sites. 24) Only AM/FM type radios/cd players are to be used in the Security Post. Never use televisions, personal computers, DVD players, video games, etc. while on duty. COMPUTERS ARE TO BE USED ONLY FOR PROPERTY AND COMMUNITY NEEDS. 25) Always remove road hazards from the driveway or gate area, but only do so if the action of removing the hazard still allows you to keep visual contact with the driveway and gate area. Items such as pieces of lumber, trash containers, tree limbs, pieces of broken cement, glass, etc. present a hazard to vehicles traveling through the gates and should be cleared. If the hazard is too large/heavy to be cleared by yourself or if clearing the hazard may take your attention from the driveway or gate, notify the OIC to respond to assist you. 26) LOST OR FOUND PETS: If you observe a lost pet, USE COMMON SENSE in approaching the pet. The two main concerns are: a) to keep the pet safe and not to let it out of the gates/property; and b) keep sight of the pet while you notify the resident of the location of the pet. You may have the OIC respond to assist you in keeping the pet out of the roadway and safe from harm and/or you may lure the pet into the Security Post and keep it safe until the owner responds to claim it. 27) Never report to duty having taken or used, or take or use while on duty, any alcoholic beverages, narcotics or performance altering medications. 28) Never attempt to socialize with residents or guests. 29) Remember the rule of Be Friendly, Not Friends. 30) Never participate in or become involved in community politics. 19

21 31) Never engage in, or participate in, any slanderous dialogue regarding any resident, guest or other ISSI employee. 32) Never engage in, or participate in, any dialogue regarding residents or guests personal activities, business activities, travel, routines, habits or general activities. 33) Never discuss the community s Board of Directors activities, plans or politics or any Board of Directors business or activity, especially concerning citations. 34) Never accept, hand out or distribute any flyers, brochures, samples, business cards, etc. from residents, guests or vendors. 35) Never divulge any information regarding any resident or guest to anyone other than ISSI personal and only when such information directly and specifically relates to security matters regarding our security function on the property. 36) Always follow basic rules of common sense, decency and professionalism while performing your duties on property. 37) Never attempt to conduct business with any resident, guest or vendor. 38) Never ask for favors of any resident, guest or vendor. 39) Never participate in or attend any resident s party, event, function, etc. while on duty. 40) In the event you are invited to a resident s party, event, function, etc. while you are off-duty, notify ISSI Management of the invitation. All situations will be addressed on an individual basis. 41) Always wear the proper uniform and follow the required appearance standards when on duty. 42) Always follow the chain-of-command: Officer to OIC to Account Manager to Security Director. 43) Always be courteous and understanding when telephoning a resident regarding their garage door being open in the middle of the night. 44) Any and all procedural paperwork, including, but not limited to, Daily Activity Reports (DAR s), Incident Reports (IR s) and Voluntary Statements are to be completed only while on association property on the day of occurrence and before the end of your shift. Under no circumstances should any reports be removed from association property or stored in any fashion, such as on a laptop or desktop computer, storage unit or file. Any such activity is grounds for immediate dismissal. 20

22 SECTION D-1 PARKING OBJECTIVE: To provide rules and regulations by which parking on property is controlled. BE AWARE OF: Residents and guests trying to vary from the parking rules and regulations, asking for special or temporary privileges. Presidio Parking Procedure: 1. Street parking is permitted providing the vehicle is parked in the direction of the flow of traffic and is not parked in a no-parking zone as indicated by red painted curbing. Only in the event that a vehicle be in violation of these two parking requirements, a citation is to be given with copy of the citation sent to Presidio Community Management for follow-up. ESH PROCEDURES: a) Vehicles are requited to first park within the enclosed garages (at least three), then on owner s driveway. (Estates CC&R s - Section 10.2, page 34) b) See also ESH Rules and Regulations: PARKING & VEHICLE Rules 23 through

23 SECTION D-4 OBSERVED OPEN GARAGE DOOR OBJECTIVE: To assure residents are notified when they leave their garage doors open after dark presenting a security risk by allowing anyone access into their garage and possibly their home. BE AWARE OF: Residents may be annoyed when being notified in the middle of the night that their garage door is open. Therefore, be overly courteous and polite when handling open garage doors. PROCEDURES: a) When the OIC observes an open garage door at a residence and it is during hours of darkness (after sunset and before sunrise), the OIC will telephone the residence and notify the resident that their garage door is open. b) The OIC will stand-by at the property until the resident closes the garage door or notifies the OIC that they (owner) are aware the door is open and the owner is not going to close it*. *If the owner notifies the OIC they are aware of their open garage door and are not going to close it, issue a citation for violation of the CC&R s. c) If no response from the owner after ALL contact numbers have been tried, contact the Henderson Police Department and do not leave site until an event number is obtained. PRESIDIO OPEN GARAGE DOOR PROCEDURE a) If a garage door if found open and unattended after dark, attempts are to be made to reach the homeowner to determine the safety and security of the situation. If the homeowner is contacted and refuses to close their garage door, no citation is to be handed to the homeowner. An incident report is to be made and forwarded to the Presidio Community Association management for further follow up. 22

24 SECTION D-5 BOMB THREAT OBJECTIVE: To assure the OIC and Security Post have written guidelines and procedures to follow in the event of a bomb threat to the property or resident. BE AWARE OF: The correct handling of bomb threats is extremely important. BE ABSOLUTELY SURE YOU FOLLOW THE BELOW PROCEDURES EXACTLY AS SET FORTH. BOMB THREATS: 1. Standardized procedures are required to make sure ISSI, the Management Company and the Estates at Seven Hills/Presidio needs are met. The person who receives the call is responsible to: a) Keep the checklist next to the telephone and obtain information from the caller. b) Report the threat to the Police and then to the Management Company c) Assist as directed to ensure the safety of residents and guests. 2. The bomb threat caller is the best source of information about the bomb. Whenever a threat is received by telephone, the more information obtained from the caller, the easier it will be to handle the situation. Remain as calm as possible and use the checklist on the next page to record appropriate information. Here are some important tips: a) Try to get another person to listen in on the call immediately or put it on speaker if possible. b) If the caller doesn t indicate the location of the device or time of explosion, ask. c) Inform the caller that The Estates at Seven Hills/Presidio community is full of people and that detonation of a device could result in death or serious injury to many innocent people. It s not likely the caller will have a change of heart, but it keeps him/her on the line longer and introduces the element of conscience the caller may not have considered. d) Pay particular attention to background noises, such as motors running, music playing and other noises which may provide a clue as to the location of the caller. Listen closely to the voice of the caller to determine sex, age, race and/or nationality. Pay specific attention to speech impediments, accents or other unique characteristics of the caller and his/her message. e) As soon as the caller hangs up, report the threat to the Police and/or fire department by calling 911, then the ISSI Command Center. Then notify the Management Company. f) Instead of stopping all entry to the community, alert those entering to police/fire activity by placing the sign provided in one of the windows of the gatehouse on the entrance side. g) Once evacuation of the area is complete, consider a perimeter at least equal to 500 feet and wait for emergency crews. You shouldn t reenter the evacuated area unless instructed to do so. h) Complete the bomb threat checklist. 23

25 BOMB THREAT CHECKLIST Exact time of call: Date: Exact words used by the caller: Questions to ask: When will the bomb explode? Where is it? What does it look like? What kind is it? What will trigger it? Did you place it? Why? Where are you calling from? What is your address? What is your name? Callers Voice (circle the appropriate words): CALM BROKEN/RASPY LISP CRYING ACCENT DISGUISED STUDDER/STAMMER LOUD NASAL SLOW GIGGLING STRESSED SINCERE EXCITED/SLURRED DEEP NORMAL RAPID/SQUEAKY Was the voice familiar? Background noises? What/who did it sound like? What did they sound like? Person receiving the call: Received on phone number: -CONTINUED ON NEXT PAGE- 24

26 Time the Police were called: Time the Estates at Seven Hills was called: Time the Management Company was called: Time the Command Center was called: Warning sign placed in widow? Warning sign removed? 25

27 SECTION D-6 VEHICLE REPOSSESSION OBJECTIVE: To assure the OIC and Security Post have written guidelines and procedures regarding vehicle repossessions on property. BE WAWARE OF: The removal of a vehicle from property WITHOUT the owner s consent is a serious matter; therefore, BE ABSOULTELY SURE YOU FOLLOW THE BELOW PROCEDURES EXACTLY AS SET FORTH. PROCEDURES: The following advises you as to how to deal with people who identify themselves as employed by, representatives of or a license holder of a company licensed to provide repossession services. Repossessors will always have a court order, or similar document, to repossess a vehicle; but don t be bullied by unscrupulous companies or their agents who try to push past you with claims of legal rights, obstruction, etc. With one exception, shown below, repossession companies and/or their agents, have no legal rights of access to a gated community under any circumstances if they don t otherwise meet the community entry requirements. ISSI Operations and the command center have a list of companies presently licensed in Nevada to perform repossession services. Please remember the list may change periodically as companies obtain or surrender their license to perform such services. The license referred to in this memo isn t a simple business license; it s a specific license to perform repossession services in Nevada, as required by NRS 648. a) There are two (2) basic, simple requirements: 1. Regardless of the reason they give for demanding entry, they must meet the same entry requirements as established for the community. They must be on a resident s profile. If they are not, they do not qualify for entry and are not eligible for a visitor s pass. It s also unlikely that a resident will put a repossession company on their guest list. 2. The only exception is if the person is either a law enforcement officer on official business or a law enforcement officer on official business escorting a repossessor in to the property to seize property; similar to seizures done by U.S. Marshals. There are other ways you can check if a person demanding entry at the gate is licensed to perform such services: The person should be able to produce either a repossessor s license per NRS 648 or the name of the company for which he/she works that has a license. Regardless of whether the company or person is licensed, if the person/company doesn t meet entry requirements in paragraph (a) or is not an onduty law enforcement officer or escorted by one as shown in paragraph (b), deny entry in every case. You may not always know if a license holder s license is current or not, so it s important to document as many details about the attempt to enter as possible. The OIC will notify the Account Manager who will make any additional notifications as deemed necessary by the Account Manager. Once you deny entry, the person may attempt to stall you by quoting what sounds like legal jargon ; after all, he/she gets no pay in most cases unless he/she brings back the vehicle in question. Don t allow the person to remain in or around the gate area once you deny entry. If he/she threatens to call the local police, call their bluff and let them do so, but send them off property to do so. Be careful repossessors may attempt to run the gate at the first opportunity. If it s necessary, the OIC 26

28 will trespass them. Since most NRS 648 licenses can easily lose their license for unprofessional conduct or behavior, reputable companies and their agents will follow your directions. For those who refuse to follow your direction or run the gate, follow post orders, obtain as much information as you can and complete an incident report. Except for the legal exemption shown above, no instance of commercial repossession of a vehicle takes precedence over your duty to enforce NRS 116 as outlined in your post orders. You are not even required to know if NRS 116 governs your community. Simply follow your post orders. If you are still not sure about what to do, call ISSI Operations or the ISSI Command Center. A company representative must have a valid Clark County work (Sheriff s) card in his/her possession. A person who claims to be the license holder and is proven to be so doesn t need a separate work card. As mentioned above, possession of a license or work card doesn t grant any entry rights, it merely provides a crosscheck capability for you. Nothing in this attachment means that you should become involved in a physical confrontation or try to prevent a vehicle from being removed. Depending on the situation observe, report and trespass as needed. 27

29 SECTION D-7 COMPLAINTS OBJECTIVE: To assure the OIC and Security Posts have written guidelines and procedures regarding any complaint relating to the service of work people. BE AWARE OF: Always, even in the face of criticism, be professional and courteous when someone confronts you with a complaint. NEVER APPEAR THAT YOU ARE NOT INTERESTED IN SOMEONE COMPLAINING. PROCEDURES: a) Refer all complaints regarding the property s Rules and Regulations, conditions at the property or anything having to do with the property to Property Management by handing the person a business card from the Property Management Company. b) Refer all complaints regarding security procedures, security personal or security activity to the ISSI OIC. An OIC is always on duty, ask if the person would like to speak with the OIC. If not, or the person would rather file a complaint with ISSI Management, hand them a card of the ISSI Director of Operations or inform them to call the 24 hour ISSI command center