Making best use of physical security measures

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Making Best Use of Physical Security Measures

Many operators are introducing formal surveillance through CCTV. This can be used to deter those with criminal intent, to reassure passengers that the area is supervised, and to identify offenders and help secure their conviction.

The installation of passenger communication systems can extend the effectiveness of CCTV and of staff in responding to calls for advice or assistance.

The use of two-way radio or mobile phones by staff can enable them to summon assistance, alert other staff of potentially dangerous situations, and report service delays which can then be communicated to the passenger.

These can all be effective measures to reduce crime and improve passenger security, but they are expensive, and care needs to be taken to ensure that they are used to best effect.

Closed Circuit Television (CCTV)

  • in locating cameras, identify those areas where passengers are most vulnerable and not immediately visible to staff
  • cameras need to be situated so that they cannot easily be avoided, damaged or obscured
  • have in mind that you may wish to move or add on more cameras in future to respond to changing circumstances
  • consider whether you need to extend CCTV beyond the infrastructure to the immediate surrounding area
  • explore the possibility of linking in with existing CCTV and monitoring systems
  • be aware that 'dummy' cameras which are known not to have recorded an incident will undermine the confidence of your passengers and soon become known to potential offenders
  • publicise the use of CCTV widely, to deter potential offenders and reassure passengers
  • only CCTV which is monitored will provide reassurance to passengers, who do not only want to know that their assailant will be caught - they want them stopped
  • enabling passengers to see staff monitoring CCTV will improve their confidence in the system
  • cameras which cannot easily be seen may enable you to catch offenders at work
  • good quality recording is essential to the successful identification and prosecution of offenders
  • publicising the successful prosecution of offenders may act as a powerful deterrent to others.

Passenger Communication Systems

  • in locating help points, telephones or emergency alarms for the public, identify where passengers are most at risk
  • make sure that passenger communication systems are clearly visible and are well signed so that they are easily found
  • explain to passengers when and how they are to be used
  • make sure that passengers understand what constitutes an emergency and are encouraged to call for help if one arises
  • explain to passengers what response they can expect, from whom and how soon
  • all facilities, but especially those for use in an emergency, need to be easy to reach, including by disabled passengers
  • ensure that staff are always available to respond to an enquiry or call for help
  • if there are CCTV cameras, direct one towards the passenger communication system so that staff can see who is asking for help and why
  • ensure that staff are trained to respond appropriately to requests.

Staff Communication Systems

  • in deploying staff communication systems (ie two-way radios and mobile phones), identify which staff are most at risk, when and where
  • if the system is intended for use in an emergency, make sure that it can be activated quickly and simply, and the caller's identity and location can be communicated without unnecessary delay
  • if staff make contact with central control, ensure that they can be given assistance by other staff or police locally
  • communication systems with a central control enable the operator to monitor incidents and prioritise use of resources
  • communication systems that allow staff to communicate with one another can save valuable time by enabling staff to summon help from nearby colleagues or alert them to possible danger.