Conflict Management/Personal Safety
How do you help me provide Duty of Care for my staff?
The Health and Safety Executive in the UK (HSE and HSENI) states that under United Kingdom Law, employers have a duty of care to protect the health, safety and welfare of all employees while at work. We ensure that you receive relevant personal safety or lone worker training to meet risks you may encounter in your role. The areas we look to address are as follows:
Geographical Locations. Certain areas of towns or cities e.g. town centres or council estates, are known to have a higher risk of violence
Late evening/early morning work. Working during these times carries an increased risk of violence because there are generally either fewer people around, a greater number of "aggressive persons", or people under the risk of alcohol or drugs
Current Job role. In some jobs lone workers hold positions of power or authority over customers or clients which can cause resentment and cause people to be more aggressive.
Clients or customer behaviour. For a number of reasons, clients or customers can be highly emotional, unpredictable or aggressive.
Other people or situations encountered whilst doing the job. This includes members of the public, youths and animals.
Travelling, visiting homes and carrying money or equipment are also identified as key risks.
What Should the Employer Know?
Employers should know that under the Occupational Safety & Health Act 1970, it is the Moral, Economic and Legal responsibility of the employer to provide each and every employee with safe and secure conditions within which to work. The law clearly states that it is the duty of the employer to ensure that all employees work under conditions that are free from the threat of abuse, threats and violence – whether from intimidation in the workplace by colleagues – or by clientele or members of the public. The legal responsibility of this in the U.K. is the Health and Safety Executive, and we work tirelessly to ensure that the training we provide meet the rigorous standards set by the Government.
How can you help me make my people safer at work?
The Health and Safety Executive (HSE/HSENI) publish a comprehensive guide on managing workplace violence. If you want to make your business or organisation or club safer, here are a few areas we recommend:
We will advise not only on improving the safety of your staff at work, but also to and from your premises.
We can reduce risks associated with going to see certain customers in unpleasant or unsafe locations.
We look at the root cause of conflict, so that we prevent it from happening in the first place
We can very quickly instil confidence into your workforce which will help them cope under the most severe pressure.
We can conduct risk assessments which will include the placement of furniture and provision of electronic security devices and procedures.
We ensure that you can show that you have appropriate measures to cover your duty of care for your staff at all times and in all locations.
What benefits does your Personal Safety training provide?
The HSE and HSENI estimates that the average cost to a business is between £20,000 and £25,000 if any staff member should become victim to a violent crime. Further benefits provided by the Personal safety programme include:
Professional training
more confident employees
Improved morale
Better working relationships
Better productivity
Improved staff retention will assist in improving a safer working environment.
This course enables the opportunity to learn more about the causes and prevention of conflict, including:
The factors which contribute to making a safer and preferable environment for staff and customers/service users to operate within Developing and sharing of good practice
Developing service improvements through regularly debriefing and reviewing with staff (team meetings)
Preparing for potential incidents (the "what if" scenario)
Rehearsing potential incidents to ensure communications, roles/responsibilities and expectations are understandable
Defusing and resolving work related conflicts
Taking control of an emotional/sensitive situation and generating positive outcomes.
How realistic and useful is your personal safety training?
Our training is all based on real-life scenarios to ensure all attendees learn good effective skills to enable them to act both safely and legally in aggressive situations, resulting in both management & staff being legally and medically protected from prosecution and liable action.
What do I need to know about the Corporate Manslaughter Act 2007?
The Corporate Manslaughter Act which came into effect in April of 2008 demonstrates how serious the government is about ensuring directors seriously consider best practice for health and safety.
We can help.
The good news is that no new health and safety obligations are imposed on companies with regards to their duty of care. However, the sobering news is that the evidence required for finding an individual guilty of this is greatly reduced if a worker dies in the course of their employment and the death could have been prevented. On these occasions, directors are more likely to be considered culpable.
If a company is already complying with its responsibilities under the Health and Safety at Work Act: The HSE states that under UK law, employers have a 'duty of care' to protect the health, safety and welfare of all employees while at work, then they will be complying with the new act.
However:
It is no longer necessary to identify a company's 'directing mind'
The breach of duty does not have to be the only or even major, cause of the death
Directors and senior managers can be prosecuted as individuals
If found guilty of gross negligence manslaughter they can be jailed for up to three years
The following are just a couple of failures which would make a specific organisation vulnerable:
The poor training of front-line workers, particularly those in safety-critical positions
Procedures not followed by front-line workers and junior management.
What security devices and staff systems can you provide for lone workers?
We offer good clear and sound advice that can be both balanced between cost and safety to your staff; not all lone workers need advanced technology but require simple but effective procedures and equipment to protect them from aggressive or threatening behavior.
Train the Trainer
Who should attend this City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS) course?
The overall purpose of this course is to provide an introduction for those who want to delivery training to others. It is widely accepted as a recognised qualification that falls under the heading of “train the trainer” so it is useful for those in business, commerce, and industry as well as the public , private sector and HM Armed Forces. It would also be of advantage to those in the sport and leisure industry that want to hold a something that can prove they can deliver effective training.
Would the City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS) give me help to gain employment as a Further Education teacher?
Recently it was not necessary for Teachers in Further Education to hold formal teaching qualifications like a Certificate of Education, but that has now altered and the 6302 is a first step to towards gaining the required qualification standard. The 6302 Award has been designed to provide progression to the new 7304 City & Guilds Certificate in Teaching in the Lifelong Learning Sector and the level 5 Diploma in Teaching in the Lifelong Learning Sector. These qualifications bring together the required skills and knowledge to fill the newly named ‘Associate Teacher’ and ‘Full Teacher’ roles in the Lifelong Learning Sector.
I want to teach SIA recognised courses such as Door Supervisors, Security Guards or Close Protection Officers. Which qualifications do I need?
All new trainers for these courses must achieve PTLLS (Preparing to Teach in the Lifelong Learning Sector) and City & Guilds 2886 Certificate for Deliverers of Conflict Management Training or equivalent to deliver Security and Close protection courses.
However from September 2010 for you to deliver the Door Supervisors course, you will need to hold a recognised and accreitted Physical Intervention Qualification (e.g Maybo Train the Trainer Course)
What are the educational pre-requisite qualifications for this City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS) course?
Although this is a Level 3 qualification, and therefore similar to A level standard, there is no formal educational standard specified for course entry. It is however a course requirement for candidates to be able to present and produce their own work for assessment and take part in classroom discussion. Basic computer skills are also an advantage for this course, as we will correspond via email to support you during the training.
Should I be concerned about being in a large class with lots of strangers, as I have no real experience of presenting anything in these circumstances?
All our groups are small to ensure we give you support and guidance throughout, inclusive of ensuring the class bonds fast and enjoys the learning experience.
Will I be able to start training others straightaway on successful completion of this City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS) course?
Once you have finished with us and worked with us to complete the Units and deliver the 30 min session, you will receive your certification in a matter of weeks, and therefore be fully qualified to deliver training or progress onto other courses (e.g 2886). We are a direct certification centre with City & Guilds, so therefore we have no 3rd party to go through.
Could I take this City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS) course at my local college of Further Education?
Yes, but we are very different from colleges on our support and structure of the course. We complete the training in shorter amount of time and also our classes are smaller, to enable a more personalised approach to the support you will receive.
Is there an age limit for candidates for this City & Guilds 6302 Preparing to Teach in the Lifelong Learning Sector (PTLLS)?
No, we have had all ages, cultures and experiences attend our courses. Delivering learning is not only down to knowledge but character and attitude, so we promote all ages to partake in training.
I am not computer literate, is that going to be a problem?
We don’t expect anyone to be the next Bill Gates, but a basic knowledge of email and word processing is an advantage as we don’t expect everyone to have high levels of ICT skills.
I find the number codes (6302, 2886 etc) confusing. What do they mean?
This numbering system used by City & Guilds can cause confusion. The current entry level teacher training qualification is the 6302 Award in Preparing to Teach in the Lifelong Learning Sector. More details on the current qualifications can be found at the City and Guilds website.
Why choose Quell over other training providers?
Our approach at Quell is to provide a professional, interesting and fun environment, were we eliminate pressure and deliver high standards to therefore ensure you leave with realistic skills. We have been training “Train the Trainer” packages for over 5 years and worked with all different organisations and individuals, to build a recognised reputation.
For more information on any of the above, please do not hesitate to call us, and we are more than happy to answer any of your questions?
Maybo Physical Intervention
What is the Maybo Licensed Programme?
The Maybo Licensed Programme (MLP) enables organisations to deliver Maybo’s market-leading physical intervention course. Comprehensive materials support the training and each tutor and delegate receives a certificate jointly accredited by BIIAB, Skills for Security and Maybo.
How often do delegates have to re-certify?
The delegate’s employer must be committed to ongoing refresher training in the disciplines covered and in line with the sector physical intervention employer guidance. Where practicable this can be delivered to delegates by tutors at regular intervals in the workplace to help maintain skills and facilitate local problem solving. In addition, delegates must attend a one day re-certification course no more than 24 months from the date of the initial certification.
Do delegates who complete the end-user training gain a qualification?
No. However, upon successful completion of a course, end-users will receive a Skills for Security, BIIAB and Maybo accredited certificate.
How long are end-user courses?
The end-user course consists of 8 hours of learning and can be delivered in 1 or 2 separate workshops.
What materials are required for each end-user delegate?
Licensed organisations must obtain delegate registrations from Maybo. Picking up information from the on-line management system, Maybo will then send out the relevant delegate workbook.
How are delegates registered?
Tutors have user-protected access to Maybo’s custom-built on-line management system. This is the central system for ordering and tracking registrations (workbooks and certificates), recording organisational and tutor permissions, recording course delivery and provides access to the latest compliance files.
Who can the physical intervention programme be delivered to?
Delivery is restricted to staff working in Security Industry Authority (SIA) licensable sectors and the wider licensed retail sector. The BIIAB/Skills for Security Physical Intervention programme must only be delivered if candidates hold one of the following: A Maybo or BIIAB accredited certificate in conflict management, or Unit 2 of the Level 2 National Certificate for one of the following:
Door Supervision
Close Protection
Security Guarding
Vehicle Immobiliser
Please note:
At the start of the course, delegates must provide tutors with evidence that they meet the requirements.
Tutors are not permitted to teach others to deliver the programme.
Organisations can be licensed to deliver both internally and externally.
Tutors can only deliver the licensed programme on behalf of licensed organisations. Tutors can become nominated tutors for more than one organisation, subject to Skills for Security and Maybo approval.
How many delegates can be delivered to on each course?
The Licensed Tutor to end user ratio must not exceed 1:12.
Will Maybo check the quality of tutor delivery at times outside annual verification?
Yes Maybo will carry out site visits to tutors’ training courses/venues or other premises to verify compliance with the terms and conditions of the Licence Agreement.
How long do the Licence and tutor certificates last?
The Licence and tutor certificates last for 12 months from the date of successful completion of the tutor development course. Tutors must successfully complete a one day re-certification course on an annual basis to continue delivering the programme and for the organisation to be re-licensed.
Who issues the Licence Agreement and the certificates?
Maybo issues the Licence Agreement to the organisation. Skills for Security sends out the tutor certificates; and the BIIAB sends out the end-user certificates.
Do tutors gain a qualification from the Maybo Licensed Programme?
Successful tutor delegates receive a BIIAB, Skills for Security and Maybo accredited certificate. This award is not a qualification. However, trainers can also elect to complete either the Edexcel or City & Guilds national qualifications in physical intervention during the 5 day course.
What is the price of the QA process, tutor development, licensing and tutor materials?
The tutor development fee includes the initial and ongoing QA process, the tutor development workshop, the comprehensive tutor materials, tutor certification, free user-protected access to the Maybo online management system, and the Maybo Licence fee for 12 months. The maximum number of delegates on a course is 10. Delegates must make their own travel and accommodation arrangements.
Prices for in-house development courses are available from Quell on request.
What happens if tutors don’t pass the tutor development course?
If the Independent Tutor decides that a tutor delegate has further development needs they will be advised that they have been deferred. During one to one feedback the Independent Tutor will agree with the tutor and delegate an action plan that will lead to a future assessment.
Additional tutor development will result in additional cost and tutor development fees are non-refundable.
In rare cases, the Independent Tutor may decide that the delegate has failed the assessment. This can happen where the Independent Tutor believes it is not realistic to expect the delegate to reach the required competence, or where the Independent Tutor has serious concerns that the delegate has an irresponsible attitude towards the teaching of physical skills that could put others at risk.
How is the tutor development course assessed?
The course is rigorously assessed to ascertain competence in the techniques and in the teaching of them. Assessments are undertaken continually throughout the week and through a final independent practical assessment on the fifth day. The Independent Tutor will complete a comprehensive record of each assessment and will assess whether a delegate is a Pass, Refer or Fail.
How long is the tutor development?
The tutor development course lasts five days. Before the course begins, tutor delegates will need to do 3-5 hours of study, using material supplied by Quell.
What are the requirements for tutors who wish to undertake the programme?
Tutors can only enter the scheme when nominated by an Maybo approved organisation. In addition to suitable experience in SIA Licensable sectors, nominated tutors must hold the following qualifications or higher:
Level 3 qualification in the delivery of learning (e.g. C&G 7303)
Level 3 qualification in delivering conflict management training (C&G 1886)
Adequate insurance cover must be in place before an organisation receives a licence. If you have questions regarding insurance requirements contact Quell.
If tutors are contractors, do they and the organisation both need separate insurance?
The Licensed Organisation, as the Licensee, must have Public Liability insurance cover in its own name to the minimum value of £5m.
The Organisation must also ensure that it is covered for Professional Indemnity either in its own name or through the Nominated Tutor acting as the contractor for delivery of the Physical Intervention training. If taking the second option via the Contractor, it is advisable that the Organisation receives written confirmation from the Contractor that he/she is covered for Professional Indemnity. We recommend a minimum cover of £250,000 for this insurance.
For both Public Liability and Professional Indemnity insurances, there must be an express statement on the policy documents, or in a covering letter or email from the insurance company/broker, to the effect that Physical Intervention training is being undertaken.
What are the insurance criteria organisations must meet to deliver the programme?
To carry out the Physical Intervention training you must be aware of the risks involved and ensure that all staff, tutors and your organisation are adequately insured as follows:
Public Liability > £5m
Employers Liability > £10m (see note 1)
Professional Indemnity > £250k (see note 2)
Where delivering to non employees the policy must stipulate in business activity ‘training to Physical Intervention disengagement and holding skills’ (see note 2) Contracted trainers must be covered by the organisation’s insurance, or must have their own cover which the organisation must enclose with the centre approval application Note 1: Employers Liability is not required where the organisation is a ‘Sole Trader’ with no employees. Note 2: ‘Professional Indemnity’ cover and ‘specific physical intervention training’ cover is not required where the organisation is applying for delivery to ‘employees only’ (See Section 2) Evidence of the appropriate insurance cover will be requested in the approval application form.
What are the requirements for organisations who wish to undertake the programme?
The approval process will examine the financial status, policies and procedures, insurance and intentions of the applying organisation.
What is the process for becoming licensed by Maybo?
In order to undertake the programme, each organisation and nominated tutor must be approved by Maybo and Skills for Security. To apply for approval please contact Quell on 02890 425424 or email us at info@quelltraining.com
What if the SIA regulator brings in new requirements for training in physical intervention?
The Maybo syllabus is consistent with the level of training and broad outcomes that the SIA has consulted on publicly for door supervision this year. Trainers and learners that have undergone our awarding body accredited training should therefore be well placed if a new competency requirement and qualifications are introduced. We would envisage a high degree of mapping and subsequent recognition for what our customers have achieved.
What recognition do trainers receive on completing the Maybo programme?
Trainers receive a Skills for Security and BIIAB accredited certificate in physical intervention. They can also elect to complete either the Edexcel or City & Guilds national qualifications in physical intervention during the 5 day course.
Do you have to be a BIIAB or Skills for Security centre to deliver this accredited programme?
No, many of our active Maybo Centres are aligned to other awarding bodies yet they can still offer this programme with BIIAB/Skills for Security accredited certificates through Maybo. Maybo has worked closely with all of the major awarding bodies involved with licensing and our programme has considerable respect among them.
Security Industry Questions
What different roles in the Security industry are there that require an SIA Licence?
The roles are as follows; Security Guarding, Door Supervision, Public space surveillance (CCTV), Close protection, Cash and valuables in transit, Immobilisation, restriction and removal of vehicles and Key holding.
Who is responsible for having the licence to work in the security industry?
You the individual are responsible for gaining a license. You will break the law if you work in the Security industry without a licence. Your Employer will also be breaking the law if they employ unlicensed staff.
Have Security Companies been prosecuted for using non licensed operatives?
Yes some Companies have been fined as much as £140,000.
Who actually needs a security guarding licence?
If you are carrying out a manned security guarding activity that does not fall directly into the roles of Door Supervision, Close Protection, Cash and Valuables in Transit or Public Space Surveillance (CCTV) then you require a Security Guarding licence.
Who needs a Door Supervision licence?
If your manned guarding activities are in relation to licensed premises then you will need a Door Supervision licence.
Is it illegal to work as an unlicensed in-house Door Supervisor?
Yes, since April 2010 it is illegal to work as an in-house Door Supervisor without a licence.
What qualification will I require to gain an SIA licence in Door Supervision?
To apply for a Door Supervision licence you must hold a Level 2 qualification in Door Supervision.
I have heard the training modules for Door Supervision courses have changed, is this correct?
Yes, Door Supervision training now has 4 Modules, these are
1. Working in the Private Security Industry (Core / Mandatory Unit).
2. Working as a Door Supervisor.
3. Conflict Management for the Private Security Industry.
4. Physical Intervention Skills for the Private Security Industry.
I have heard Door Supervisors now require a Physical Intervention qualification; I am licensed at present but do I need to update my training?
No, at the moment if you are licensed you do not need to update your training qualification, however this is still currently under review by the Home Office and new changes will be released in Autumn 2010.
I hold a Door Supervisors qualification without the Physical Intervention module can I still apply for my licence?
Yes, as long as you have gained that qualification less than 3 years ago you can still apply for the license. However new regulations for Door Supervision come into full effect at the end of August 2010.
I already have the Door Supervisors licence will I be required to retrain when I renew my licence?
At the moment no you will not be required to retrain, however the Home Office is currently reviewing this and will be releasing information in Autumn 2010.
Do I need any previous experience to attend a Door Supervisors training course?
No, you do not need any previous security experience to attend this course.
If I have a Security Guarding licence and I am employed as a CCTV Operator is this a legal problem concern?
Yes, if it is seen as a non deliberate mistake then the SIA see this as a minor discression but if they think this is being carried out deliberately they treat this very seriously indeed. The SIA stated that as this is a licensed industry this would be the same as a haulage company running out of HGV qualified drivers and just putting car drivers behind the wheel of their trucks.
Who requires a Public Space Surveillance (CCTV) licence?
You must hold this licence if during your manned guarding duties you use CCTV equipment to
monitor the activities of a member of the public or ID a particular person. This includes the use of a CCTV system to record images onto non-CCTV equipment.
What CCTV qualification must I hold before applying for my SIA licence?
You must hold a Level 2 qualification in Public Space Surveillance (CCTV) before applying for a licence.
Will I need to re-train when I apply to update my licence?
No, at this stage you will not need to re-train.
Is it true the modules of the CCTV course have changed?
Yes, from 1 April 2010, when you attend the course you will complete 3 modules in:
1. Working in the Private Security Industry (Core / Mandatory Module).
2. Working As a CCTV Operator.
3. Practical use of CCTV systems.
Each module will be assessed by an means of a written exam, the last module being a practical assessment.
Do I need any previous experience to attend a Level 2 CCTV (PSS) course?
No, you do not need any previous experience to complete this course; our experienced trainers will guide you through the whole course from start to finish.
Do I need my training Certificate to apply for my SIA license?
No, you can apply for your licence as soon as you have been informed you have successfully completed the training.
Are all Quell trainers fully qualified?
Yes, all our trainers are fully qualified to deliver security training as per the SIA requirements of a Security Trainer and each have their sector competency.
