Shifts All guards must report to the Headquarters Front Desk at the beginning of each shift to pick up their DOTD provided equipment, i.e.: cellular phone, portable radio and a Master Security ID Card. Guards must arrive on time, dressed in their uniform and ready to work their shift. At the beginning of each shift, the guard is to ensure that the Switchboard telephone, located in the Administrative/Headquarter Building is transferred to the Guard Station. Outgoing guard must review with the incoming guard any issues that arose during the previous shift. Information that should be conveyed to incoming guards may include any pending issues that have not been resolved and where they are in the process, complaint calls, vandalism, DOTD emergency call outs, etc. Outgoing guard must provide as much detail as possible in order to prevent a delay in critical response times during the next shift. This information must also be detailed on the Daily Record of Radio Station Operation Form. At the end of the shift, guard must turn in all completed Daily Record of Radio Station Operation Form, Daily Guard Inspection Report Form, After Hours Sign-in Form and any Emergency Call Out Logs from the previous shift and all DOTD issued equipment to the ADA of Business office before leaving the premises. Emergency and/or Complaint Calls Guards on duty must ensure they are ready and able to answer any and all incoming calls, whether the call came through via phone, switchboard, or radio. Guards may, at any time during any shift, receive calls that are related to a roadway emergency that requires immediate action or a complaint call regarding any number of issues. It is critical that guards are able to appropriately interpret the caller’s needs and respond accordingly in a timely manner. Emergency/Complaint calls must be handled in a professional manner and responded to quickly and appropriately. Guards must listen carefully to the caller and document the conversation clearly and legibly enter the information given by the caller on the Emergency Call Out Log with as many details as possible including, but not limited to, caller’s name and call back number, date and time of the call, location of the emergency, description of the problem, etc. The Emergency Call Out Log must be completed in its entirety for each Emergency/Complaint call received. The initial information gathered by the guard is critical to response times and will be used by the DOTD and emergency service crews. Once the information has been obtained, the guard must then determine the proper Department employee(s) to Contract. The guard must then supply the Contract with the information they gathered from the caller. The proper line of communication will depend on the location and nature of the call. ALL calls occurring during a guard’s shift must be logged, in detail, on the guard’s Emergency Call Out Log and/or the Daily Record of Radio Station Operation Form, whichever is appropriate for the call. If the issue has not been resolved by the end of the guard’s shift, the outgoing guard must assure the incoming guard or appropriate DOTD personnel is informed of the status of the response and any other details that may be necessary to convey. NOTE: A list of District employee names, Contract numbers, and job duties is provided for the guards to use as a reference.
