KEY RESULT AREAS 1. Provide a security presence throughout all areas of the hospital in order to deliver a polite, efficient and compassionate service to patients, visitors and staff at all times 2. Respond to general enquiries on the phone and in person and redirect all enquiries appropriately and in a professional manner 3. Arming and disarming intruder alarms. Monitor and report critical and medical alarms and alert relevant staff to emergency situations as required. Take a leading role in fire alarm procedures 4. Receiving information on people within the hospital and actioning accordingly. The information received will need to be processed dynamically to ensure each situation is dealt with in a tactful way. The situation may require the use of persuasive skills and the ability to communicate when there are barriers. 5. Dealing directly with individuals who disclose complex, sensitive and contentious information. The team leader will be required to be empathic (no matter what the patient is disclosing) and motivate the individual in a persuasive way to achieve a positive outcome for both the individual and the Trust. There maybe barriers to communication due to disagreement, mental state, substance misuse and language barriers. The team leaders are expected to use the multiple facts relating to the situation in order to make the most appropriate judgement, where there maybe more than the one suitable option, to overcome these barriers. 6. Provide a first line quick and immediate response to distressed, violent and aggressive persons (including mental health patients) within the hospital, calming individuals using verbal and nonverbal communication skills, where necessary physically restraining and escorting persons from site in order to maintain a safe environment within the hospital. 7. In some cases detaining patients against their will at the request of and under the guidance of clinical personnel where appropriate from a legal and patient safety perspective. 8. Responds to situations using physical effort frequently during a shift, individuals will on occasions need to exert intense physical effort e.g. restraining a violent individual. As a security team leader the individual will use sudden explosive effort to ensure a quick response to situations. Security personnel frequently use intense physical effort without the use of mechanical aids. The security team leader is expected to very quickly adapt to situations, the initial response to an incident may well be one of enforcement however within a very short space of time the team leader will need to decide whether enforcement or complete empathy is required e.g. physical intervention or a listening ear. 9. Regular requirement to prioritise and switch tasks due to a third party incident or request. The security team leader is a very reactive job which is very unpredictable. 10. Monitor all situations and ensure the information held is the most up to date, chase the progress of patients (under the care of security) through the system to ensure the correct security systems are in place e.g. patient in A&E, CDU or Brain Injury units being bed watched may need transferring to a ward, does the bed watch need to continue? The team leader will then need to problem solve and establish the correct ratio of officers in each area. 11. All tasks must be approached in an open way and dynamically assessed to ensure the task/problem is solved appropriately. 12. Provide non clinical care and advice to all users of the hospital, some of which will be distressed and non-cooperative. Choose the most effective way to communicate information to the individuals and ensure the best level of guidance is provided to the patient and any others involved including clients, relatives and carers e.g. child in ED held under the mental health act, the team leader may have to calm the patient and liaise with the parents with regards to the actions being taken. 13. Respond to car parks calls out of hours and in some cases in hours Assist with cash collection duties from the car parking pay stations, serve customers in the office when car park staff require assistance e.g. sell saver tickets and record using the till 14. Issuing keys ensuring that all signing in and out sheets are completed and maintained 15. Collection and depositing of valuables and belongs of patients as instructed for safekeeping 16. Ensuring all consumables needed for the issuing of ID badges are in stock and ordered in a timely manner 17. Manage the pool of stab vests 18. Responsible for the safe use of CCTV monitoring equipment (master and slave systems) across the site. 19. Monitor security systems installed within the control room and alert colleagues to situations as required. To operate/monitor CCTV surveillance system. To be familiar and compliant with GDPR and UHL policy of such data. 20. Responsible for the safe use of access control systems (master and slave systems) across the site. Operate access control systems as required. 21. Checking activities of people on site including checking of ID badges. 22. Produce and distribute identification cards to other staff members 23. To attend Major Incidents and to be fully conversant with the procedures for this. 24. Bed watch patients, this will include listening to some highly distressing or emotional circumstances as the patient being watched often needs to talk and is being held under DoLS (Deprivation of Liberties Safeguarding). Responding to circumstances where the individual has suicidal tendencies. The duties involved mean that the post holder will frequently be exposed to unpleasant working conditions and hazards. During restraint team leaders will often be spat at and exposed to bodily fluids both intentionally and unintentionally. 25. Communicate effectively with hospital personnel and outside agencies such that information is given and received accurately. Ensure all correct paperwork is completed by outside agencies such as the police bringing patients into the hospital, from volunteer patients (individual asking to be brought in that are not under arrest) to non-compliant patients (arrested individuals where there is likely to be multiple barriers) 26. Undertake physical patrols of the hospital site in line with schedule and in order to provide a security presence and maintain a secure environment including checking of closed departments. 27. Undertake external patrols to all areas of the Hospital site including car parking areas and outlying buildings ensuring that your presence is noticeable. 28. Completion of Incident Forms, Shift Report/Daily Log and retrieval of security information using computerised systems as appropriate. 29. Analysis of information during day to day work including the questioning of individuals to establish facts 30. Appear in court to give evidence, make statements to the Police and co-operate with internal or external investigations. 31. Providing appropriate response to acute and non-acute areas (Leicester Royal Infirmary) 32. Participate as a full member of the team, e.g. supporting and training other staff, participating in team meetings, working flexibly as required to cover other members of the team. Work will be both as lone worker and as a team, the individual will be expected to act within the parameters of the guidelines for the role, the individual will act independently and decide when it is necessary to referto their manager. 33. Follow all UHL policies which are determined by others, as the team leaders are expected to make proposals for any changes to policies/working practices directly relating to the job role. 34. Undertake other ad hoc duties as prescribed by manager and within scope of skill and capability. 35. Undertake formal training courses, both internal and external, relevant to the above duties. Team Leader Responsibilities 1. Responsible for the day to day management of the security team including the completion of timesheets; 2. Prioritise resources and maintain a responsive service to deal with reactive requests from clinical/operational staff, patients, visitors and the police. 3. Response for the planning of work within the team and the creation of a rota to reflect this; 4. Liaising with other teams leaders and security manager to resolve staffing issues e.g. when there are shortfalls in the rota or when additional work is requested; 5. Agreeing and monitoring annual leave allocation to ensure the needs of the service are met; 6. Ensuring all team members are working within the working time directive; 7. Plan the utilisation of staff resources including bank staff to optimise the efficient use of resources; 8. Monitoring sickness absence and completing return to work processes; 9. Conducting appraisals for all team members and logging in a timely manner to ensure progress as appropriate; 10. Coach and mentor junior members of the security team; 11. Monitoring of mandatory training for all team members; 12. Assisting the security manager in the recruitment and selection process; 13. Act as main contact for any HR or operational issues raised by team members, advise and signpost team member appropriately; 14. Continually review work procedure and practice, proactively bring about change to policies and procedures and therefore ensure continued service improvements (including taking comments from team members in regards to process and procedures); 15. Receive and act on reports of any security equipment faults; 16. Prevention and development of security initiatives. Plan crime prevention initiatives. 17. Assist with carrying out risk assessments in all areas of the Trust to identify security weaknesses and formulate action plans to ensure a consistent approach to risk management; 18. Formulate budgetary spread sheets detailing departmental charges for additional security presence e.g. bed watching.