ATM ARMED ESCORTS

STANDARD OPERATING PROCEDURES MANUAL

SILVERTRAC REPORTING:

  1. DISPATCH/SUPERVISOR IS TO CREATE NEW ACTION (NEW ISSUE) IMMEDIATELY AFTER ST.MORITZ DISPATCH CALLS IN THE JOB.

    1. SELECT “D-ATM ESCORT”.

    2. SELECT “ATM ASSIGNMENT”.

    3. SELECT “NEW SECURITY ISSUE”.

  2. IN THE “ISSUE DETAIL” SECTION PROVIDE DETAILS:

    1. BANK NAME & ADDRESS.

    2. TECH NAME, NUMBER & ETA.

    3. WORK ORDER #, SITE #.

  3. ISSUE TYPE: “NEW ATM ASSIGNMENT DETAILS”.

  4. IGNORE: PROBLEM ADDRESS, PROBLEM UNIT, & LOCATION.

  5. ASSIGN ISSUE TO LG&P OFFICER (ARMED PATROL OR SUPERVISOR).

  1. ASSIGNED OFFICER IS TO CONTACT ATM TECH THEN ADD A NOTE IN THE SAME ISSUE WITH THE FOLLOWING DETAILS:

    1. STARTING MILEAGE & TIME (FROM HOME OR PATROL POST)

    2. ARRIVED ON-SITE TIME.

    3. DEPARTED SITE TIME.

    4. COMPLETION TIME & ENDING MILEAGE (FROM HOME OR PATROL POST).

      1. IF OFFICER IS FOLLOWING ATM TECH TO ANOTHER ATM JOB, ADD A NOTE WITH BANK NAME & ADDRESS, WORK ORDER #, SITE #, THEN CONTINUE STEPS 1.2 & 1.3 UNTIL ALL ATM JOBS ARE COMPLETED, THEN ADD NOTE WITH COMPLETION TIME & ENDING MILEAGE.

  2. CLOSE ISSUE IN SILVERTRAC UPON COMPLETION.

Content
1. Background
2. Mission
3. Operational Security
4. Concept of the ATM Armed Escort
5. Equipment
6. Armed ATM Escort Procedures
7. Approach to the ATM Location
8. Customer Service Friendly
9. End of Shift Procedures
Appendix A
Checklist for Armed ATM Escort Procedures

 

 

1. Background
St. Moritz Security is the security company responsible for the nationwide contract for providing Armed ATM Escorts (“Armed Escorts”) for Diebold, Nautilus Hyosung, Wincor-Nixdorf, Glory-Global, Pendum, Burroughs and Bancsource ATM Technicians.


ATM Technicians service ATMs every day of the week and all hours of the day. Technicians may require the services of an Armed Escort at any time. Company policies dictate when ATM Technicians are required to have an Armed Escort for a service call. Armed Escorts can be requested for a single ATM service call or multiple ATM service calls.


The Armed Escort is a fully state licensed, easily-identifiable security officer who strategically protects an assigned ATM Technician as they service ATM machines. The ATM machines can be located in multiple environments (e.g. bank branch, in drive through areas adjacent to the bank branch, convenience stores, and remote stand-alone locations.) The Armed Escort provides protection to the ATM Technician and serves as a visible deterrent to any possible attempt of robbery, violence or harassment directed to the ATM Technician.


This Standard Operations Procedure Manual provides important information, procedures, and guidance to improve the performance and the success of the ATM Armed Escort Division.


The Personal Safety of the ATM Technician and the Armed Escort are of the utmost importance.


As such the emphasis in this manual is on safety procedures, personal protection procedures and ongoing training.

 


2. Mission
The Armed Escort acts as a highly visible deterrent to any possible attempt of robbery, violence or harassment directed to the ATM Technician and to the bank which the ATM Technician is servicing. In the event of an actual robbery or violent or threatening act, the Armed Escort is to act in a legal and safe manner to protect the ATM Technician and themselves. In no circumstances is the Armed Escort to endanger the lives of the ATM Technician, ATM and bank customers or innocent bystanders.

 


3. Operational Security
Security regarding this entire operation is of paramount importance. Just as bank employees are forbidden to talk about any security or other internal bank procedures, so too are Armed Escorts forbidden to talk about any operational or security procedures with anyone other than employees of SMSSI or other ATM Technicians associated with the Company from which they heard or observed the operational or security procedure.

 


4. Concept of the Armed ATM Escort
SMSSI aims to provide highly trained and qualified armed personnel for these positions, not just uniformed and armed security guards. Preference will be given to those employees of SMSSI who have received training in various security disciplines, including; Use of Force Matrix, Conflict Resolution, Diffusing Violent Suspects, Bank Robbery Suppression Team training and other courses. Armed Escorts will also be qualified marksmen with 9mm pistols or 38 caliber revolvers.

 


5. Equipment
Every ATM Armed Escort will be immaculate, neat and tidy in their clean uniforms, be well-groomed and wear or carry the following equipment:

  • Uniformed police pants or khaki or black trousers.

  • Clean and polished black shoes or boots.

 

A Duty belt with the following equipment:

  • 9mm pistol or 38, 40, or 45 caliber revolver. (The firearm that the armed escort has qualified with)

  • Two or more magazines or speed loaders.

  • Cellular phone or two-way means of communications.

  • Company identification along with your permit to carry ID.

  • Operable flashlight.

  • Pens and notepad for keeping reports, notes and observations.

 

NOTE: You must be readily identifiable. Management personnel, as a minimum, must wear a shirt, wind breaker, or heavy jacket with “SECURITY” easily identifiable on the back of the apparel.


All equipment on the duty belt should be tightly secured so that any rapid movement such as fighting or running will not interfere with movement or allow the equipment to become loose or lost.


Equipment available in your vehicle should include a First Aid Kit, an extra cellular phone battery or auto re-charger and any other appropriate tools or supplies for an armed escort detail.

 


6. Armed ATM Escort Procedures
The Armed Escort is required to make a written note of the following:

  • Time the call was received.

  • Name of the bank to be serviced.

  • Actual address of the ATM service location.

  • Name and cell phone number of the ATM Technician.

  • Note the starting and finishing mileage (Armed Escort has to report mileage at end of shift. Armed Escorts are reimbursed for mileage.)


The Armed Escort is required to call the ATM Technician immediately once he or she receives the dispatch call. The two parties will mutually agree on a realistic off-site meet location and time of arrival. The Armed Escort will describe his/her car to the technician: make, model, color and year.


Once the Armed Escort is on the phone with the ATM Technician, the Armed Escort will introduce him/herself properly: “Hello, my name is _______________, I work for __________________(the Subcontractor’s company name). I am your Armed Escort for tonight until you release me. You want to meet at ______. “Confirm the address and your route to the ATM if you are unfamiliar with the ATMs address. Give the technician your cell phone number. Be professional at all times with the ATM Technician. First impressions last a long time.


Upon arrival at the pre-determined meet location, the Armed Escort will introduce him/herself in a polite and proper manner to the technician, especially if this is the first time they are working together. At this time the technician will discuss the Company’s expectations of the Security Escort as well as both the technician and Security Escort coordinating their means of communications at the ATM location.


The ATM Technician will be treated with respect at all times.

 


A. Approach to the ATM Location
The technician and the Armed Escort will then proceed to the ATM location, with the technician following the Armed Escort. As they approach the ATM location, the technician will stop or park away from the ATM (approximately 300 yards) and keep the Armed Escort in sight as the Armed Escort secures the location. If the Security Escort is riding with the technician, the technician will proceed to the ATM location and drop the Security Escort off to secure the location. The technician will then take up a position approximately 300 yards from the ATM to observe the Security Escort and await his communications to proceed to the ATM.

 


B. Armed Escort Conducts Security Survey
Upon arrival at the ATM location, the Armed Escort will conduct an outer perimeter drive by, noting the area and any possible trouble spots, cars parked or people loitering in the area. In times of darkness, the Security Escort will drive completely around the site using a flashlight to observe dark corners and poorly lit areas. The Armed Escort will then communicate to the technician whether it is safe to proceed. (The above procedure is the same if the Security Escort rides with the technician.)


As part of the Security Survey, the Security Escort will:

  • Be vigilant to the external environment. (If in a branch bank, the Security Escort will remain at the front doors, keeping an eye on the external environment.)

  • Look at ATM to determine if it has been intentionally damaged. If so use EXTRA caution before approaching.

  • Check for intentionally damaged lighting.

  • Check parking area for cars with their engines running, fogged windows, air-conditioning drainage and interior view obstructions.

  • Identify the best location to position your vehicle in order to use the engine block as cover if necessary.

  • Identify support columns and other dense structures that can provide cover for you in case of gunfire.

  • Check field of fire issues and modify Tour location based on these concerns.

  • Do not stand over the technician’s shoulder to watch the technician who is doing their job. If the technician wants to talk to you reply politely, but your first consideration is their safety.

  • Do not turn your back on approaching people or cars to talk to the technician.

  • Remember your first priority is the safety of the ATM Technician, therefore, if possible you have to safely cover and evacuate the technician.


 

C. Five Types of ATM Environments


There are five types of ATM environments in which the technician will service ATMs: Each type will present different security issues.


1. Branch Bank ATM (Inside) - An ATM that can only be accessed by entering the bank: Make sure you have control of the entrance and the exit from bank. Remember your main concern here is escorting the ATM Technician into and out of the bank. Once inside the bank complete a search of the bank for any potential intruders. (This is similar to the walk-through-on-entering-a-bank-before opening, for the Bank Robbery Suppression Teams.)


2. Kiosk ATM - A walk-up or drive through ATM where the ATM is accessed by entering a stand alone secured building. Care should be taken here regarding an ambush or any loiterers or cars parked nearby. Vagrants and homeless people can also be an issue here and in #3.


3. Island ATM - A drive through ATM that is totally exposed. Security issues here include the possibility of an attack or disturbance 360 degrees around you and the ATM Technician. Be especially careful of distraction techniques that can be used against you.


4. Stand Alone ATM – An ATM located in retail stores or public locations (malls, sports complexes) that are easily visible and accessible to store customers while being serviced.


5. Secure Area ATM – An through the wall ATM that is located in a secure vacant retail building or building room where access is through secured locked door and the service call is out of view from the public


An Armed Escort has the authority to direct the ATM Technician to postpone the service call and depart the area if the Armed Escort believes there are conditions and/or threats which exist that could cause a hostile situation at the ATM.

 


D. Additional Issues

Always complete a site security survey upon arrival at your location, even if you have traveled to

the ATM many times.

Be extremely cautious of waiting customers or approaching cars.

If at any time you and the technician become uncomfortable in performing service calls due to the surrounding environment (e.g. gang activity, drunk persons, threatening verbal conditions), immediately postpone the call and depart the area or call the POLICE , then your Dispatch.

Although armed, the Armed Escort shall not engage in a shootout with potential robbers who have the advantage, except when the Armed Escort feels their lives are in immediate jeopardy. The Armed Escort and the technician should cooperate to the fullest extent of the requests of the robbers, unless they feel there are no other options.

When possible, please check that the technician has locked the bank doors or ATM before

departing. Ask if they have obtained a “close seal” for the vault if opened.

 


7. Hard Target
By maintaining a strong presence where the ATM Technician is working, you are making the technician a hard target and acting as deterrence to anyone casing the ATM. Do not stand right next to the ATM Technician unless necessary.


Be aware of the use of cover. Outside ATMs usually have steel or concrete structural supports nearby.


Basic Bodyguard Principles apply when protecting the ATM Technician. If under threat, “Cover and Evacuate”. Your first concern is to protect the ATM Technician.


At the end of the ATM job, make sure the ATM Technician leaves first and that the ATM Technician’s van is not followed.


Coordinate from a safe position your next ATM stop. Bank, address, work order number, time departed, and time arrived. Keep notes of these details.


If escorting the ATM Technician to another ATM job, closely follow the ATM Technician’s van.


Your car should act just like a bodyguard’s chase car. Be aware of any other car following you.

 


8. Customer Service Friendly

Despite projecting a strong and professional presence at the ATM, as an Armed Escort, you are still viewed by the public as a representative of the ATM/Bank. As such, it is extremely important to remain customer friendly. Even though you remain vigilant to any possible threat to the ATM Technician, you can smile and direct or answer questions from awaiting ATM customers to other ATMs that are working or give consideration to impatient or harassed ATM customers who are inconvenienced by the closure of the ATM.


Remember you can project a strong confident appearance by smiling and being polite to customers. Your dress, posture, open carry of your firearm, your badge and your overall body language will project a forceful but friendly presence. An unsmiling guard with his arms crossed (tucked in and tactically useless) does not project a strong image. A relaxed, well-presented Armed Escort, with his hands by his sides, alert but friendly, projects a far stronger and vigilant image.


9. End of Shift Procedures

When you have finished your ATM escort and the ATM Technician has left the ATM location safely, return home and call in your hours and details (Bank, address, work order, time departed home, time arrived, time departed, time arrived home again, total mileage) to St. Moritz Dispatch at 1-888-888-8958.


All hours worked and mileage must be called in to receive proper payment.


ALWAYS STAY ALERT - It is NOT uncommon for gangs to disable ATMs and wait for an ATM Technician for an execution / take over robbery.


If you feel unsafe at any time, notify the ATM Technician and LEAVE. Meet a minimum of two blocks away. Call the police. Notify them of your concerns and request assistance to clear the site. Notify dispatch of your actions.

 


Appendix A

CHECKLIST for Armed ATM Escort Procedures


At home - on call

Clock starts at the time Armed Escort receives the call. The armed escort is already prepared to leave.


Armed Escort makes a note of the time the call was received.


The Armed Escort is required to call the ATM Technician immediately once he or she receives the dispatch call to introduce himself to technician. They agree on a realistic time of arrival. Technician is to be treated with respect at all times.


Armed Escort immediately leaves for the location.


Note the starting and finishing mileage. (Armed Escort has to report mileage at end of shift. Armed Escorts are reimbursed for mileage.)


At or near the ATM Location

Armed Escort arrives near the ATM location and conducts a security survey, noting the area and any possible trouble spots, cars parked or people loitering in the area. Armed Escort calls technician on their cell phone and informs technician of his arrival and description of car (if first time or unknown). They agree on a rendezvous point.


Armed Escort meets the ATM Technician and presents ID.


Armed Escort provides security and protection to ATM Technician.


Armed Escort has the authority to refuse to allow the ATM Technician to open the ATM if be feels unsafe.


Be extremely cautious of customers waiting or cars approaching.


If you feel you are being cased, CALL THE POLICE.


Coordinate from a safe position your next ATM stop. Bank, address, work order number, time departed, and time arrived. Keep notes of these details.


If possible, please check that the technician has locked the bank doors or ATM before departing.


Ask if they have obtained a “close seal” for the vault if opened.


At the end of the ATM job make sure the ATM Technician leaves first and that the ATM van is not followed.


If escorting the ATM Technician to another ATM job, closely follow the ATM van. Your car should act just like a bodyguard’s chase car. Be aware of any other car following you.

DAILY ACTIVITY REPORT SENT TO CLIENT

 
 

SECURITY REPORT CLIENT IS ABLE TO LOOK UP AND PRINT