Specifications include, but are not limited to: Shifts All guards must sign in when the shift begins and sign out when the shift ends on the Security Guard Log and Call Log. Guards must arrive on time, dressed in their uniform and ready to work their shift. 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, bridge openings, complaint calls, vandalism, DOTD 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 Security Guard Log and Call Log. At the end of the shift, guard must bring all documentation from the previous shift to the District Business Office before leaving the premises. Emergency, Complaint, and Bridge Opening Calls Guards on duty must ensure they are ready and able to answer any and all incoming calls. Guards may, at any time during any shift, receive calls that are related to a roadway emergency that requires immediate action, a call to open a waterway bridge, or even a complaint call regarding a pot hole for example. 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 Complaint Record Form 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 Complaint Record Form must be completed for every 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 contact. The guard must then supply the contact with the information they gathered from the caller. The proper line of communication will depend on the location and nature of the call. The District operates and maintains nine movable bridges throughout the District. Periodically, a bridge may need to be opened during a guard shift. When a call comes in requesting a bridge opening, the guard must complete a Bridge Opening Notice Form. The caller, typically the boat captain, will provide all necessary information. Before disconnecting the call, the guard must ensure the Bridge Opening Notice Form is complete, then contact the appropriate DOTD personnel to open the bridge.
