THE WORKING DOCUMENTS
The rewritten orders
General, post and site specific orders are separate documents. Each instruction states what to observe, assess, do, report and record.
Shift: 21:00 to 06:00. Manager's routine contact window: 08:00 to 18:00. The manager approves the route and call list with the provider before issue.
Provider policyFor force, detention, searches, pursuit and weapons, follow your provider's policy. These orders cover observation, reporting, emergency calls and notification.
POST
Post orders
Tour timing and route
Start tours at 21:15, 23:15, 01:15, 03:15 and 05:15, in the route order below; record each stop.
- Observe
- Check each location in the route table from the common path; record the condition listed for that stop.
- Assess
- Compare with the open-items list; separate a new condition from a previously recorded one.
- Act
- Begin at each listed time. If a condition makes a stop unsafe, stay at a safe location and mark that stop not checked; do not make up a completed check.
- Notify
- Tell the shift lead immediately about an interrupted or missed tour and any unsafe stop; use the condition thresholds below for the manager.
- Record
- Enter actual arrival time and condition at every stop, linked event ID, reason for any omission and the shift lead's instruction.
Calls and office alarms
Use the role-based call order and hour thresholds below; verify the office opening contact with the manager.
- Observe
- Note the alarm location, displayed message if visible without operating the panel, time and any reported office opening.
- Assess
- Treat visible danger as an emergency; an alarm during opening is not proof of a false alarm.
- Act
- For an emergency, move to a safe position and call 911 first. Otherwise observe and report; leave panel operation and verification to the authorized provider.
- Notify
- Call the shift lead immediately for every activation and the manager immediately for an active office alarm, at any hour; escalate unanswered calls as listed.
- Record
- Enter activation time, observed facts, source of any opening explanation, each call attempt, callback instruction and event ID; manager obtains provider acknowledgment of the current opening contact.
Daily activity record
Record each tour stop, call and handover; use explicit entries for no reported events, not checked and unknown.
- Observe
- Collect actual check times, observations, calls, complaint sources and linked incident IDs throughout the shift.
- Assess
- Distinguish an observed condition, a report from another person and a period for which no reliable record exists.
- Act
- Make entries as soon as safe. Use the daily report fields in Report formats; if delayed, record both the event time and the entry time.
- Notify
- Brief the relief officer on open items and send the completed report to the shift lead before the 06:00 handover ends; flag any missing period.
- Record
- Write no reported events only for the covered reporting period, not checked for a missed check, and unknown when history cannot be confirmed.
SITE
Site specific orders
Gate and fence exceptions
Record the north gate latch and east fence opening on every tour; keep each item open until the manager confirms closure.
- Observe
- At the north pedestrian gate, observe whether the leaf meets the keeper and remains latched after normal closing; view the east fence gap from the Lot C path.
- Assess
- Compare the condition with the existing event record; an apparently closed leaf is not confirmation that it latched.
- Act
- Observe from a safe common area. Do not repair hardware. Link new complaints to the existing event; call 911 for an emergency.
- Notify
- Call the shift lead and property manager immediately for a gate that will not latch or an open fence gap, at any hour; apply the unanswered-call sequence.
- Record
- Enter time, exact location, observed condition, complaint source, event ID, notifications and follow-up owner; keep closure pending until the manager supplies a dated acceptance record.
Key custody
Log every issued and returned key by identifier, role and time; report any missing key immediately.
- Observe
- Compare each key identifier with the manager-approved issue list and the previous custody entry.
- Assess
- Identify missing keys, unexplained holders or a mismatch between the list and the keys received.
- Act
- Receive only keys authorized for this post. Enter each transfer in the custody log; leave any discrepancy open for the manager.
- Notify
- Call the shift lead and property manager immediately for any missing key or unexplained holder, at any hour.
- Record
- Enter key ID, issuing role, receiving role, issue time, return time and any linked exception ID; the receiving role acknowledges the transfer.
Incident and closure record
Open one event record with time, location, source, action, footage reference, follow-up owner and closure status.
- Observe
- Record what you saw separately from what a resident, manager or provider reported.
- Assess
- Identify immediate danger, known facts, unknown details and the related open gate or fence record.
- Act
- Call 911 in an emergency. Create or update one event ID using the incident fields in Report formats; add later information as a dated addendum without rewriting the original account.
- Notify
- Apply the call thresholds in Post orders and give the open event ID to the relief officer; the manager owns closure and follow-up assignment.
- Record
- Use unknown for unconfirmed history. Label late entries retrospective, identify their source and uncertainty, and keep the two missing gate complaints and fence closure as unresolved until supported.
Recorder references
Record the camera location and relevant time window; ask the manager to arrange footage preservation through an authorized role.
- Observe
- Note the event location and the time window potentially relevant to footage; do not assume a camera captured it.
- Assess
- Mark footage availability and retention as unknown until the manager receives confirmation from the authorized role.
- Act
- Send a footage preservation request to the manager immediately; do not use the default admin account, change settings or export administrative logs.
- Notify
- Call the shift lead and manager immediately with the event ID and time window; the manager assigns the authorized role and requests acknowledgment.
- Record
- Enter request time, recipient role, camera reference if known, acknowledgment, storage reference if supplied and availability status; this instruction does not close the recorder access or audit-log findings.
ROUTE
Tour route and checks
Begin at 21:15, 23:15, 01:15, 03:15 and 05:15. Use actual arrival times at each stop. The route covers common areas around Buildings 1 through 9, Lots A, B and C, the pool, gates and the east fence.
- Leasing officeRead open event IDs and receive authorized post keys.
- North pedestrian gate and Lot AObserve close-and-latch condition; record east-row dark fixtures and the Building 3 path visibility.
- Buildings 1, 2 and 3Observe common entries and paths from the common area; record obstructions or reported damage.
- Buildings 7, 8 and 9Observe common entries and connecting paths; record conditions needing follow-up.
- West gate, Lot B and Building 4Observe the gate condition and whether shrubs still interrupt the view of the Building 4 approach.
- Buildings 5 and 6, then poolObserve common paths and pool access condition from outside the enclosure.
- Dumpster, vehicle gate and Lot CObserve common access paths and gate condition, then view the east fence opening from Lot C; stay out of the easement.
- Leasing office records deskUpdate the daily report and linked event records before the next tour.
If darkness, shrubs or an unsafe condition blocks the view, record it and mark that stop not checked.
CONTACTS
Escalation and call list
When to call| Condition | Hours | Call instruction |
|---|
| Emergency | Any hour | Call 911 from a safe position, then the shift lead and manager. Follow the dispatcher's instructions. |
|---|
| Immediate property exception | Any hour | Gate will not latch, fence opening, missing key, active office alarm or footage preservation request: call shift lead, then manager immediately. |
|---|
| Routine condition | 08:00 to 18:00 | New routine maintenance issue: notify the shift lead now and the manager during this window. |
|---|
| Routine condition | 18:00 to 08:00 | Log the condition and notify the shift lead now; hand it to the manager at 08:00. A worsening condition uses the immediate threshold. |
|---|
If a call is unanswered: leave a callback request, record the attempt and continue immediately. If the shift lead is unanswered, call the provider account manager; do not delay an immediate manager notification while waiting. If the manager is unanswered, call the owner on-call role. Repeat unanswered nonemergency calls after 10 minutes and record each attempt. Never wait for a callback before calling 911 in an emergency.
The manager removes the obsolete courtesy-officer contact, confirms the office opening contact and obtains the alarm provider's acknowledgment of the current list. Record the confirmed list's revision and receipt date.