1、BSI Standards PublicationBS 7984-2:2014Keyholding and responseservicesPart 2: Lone worker responseservicesPublishing and copyright informationThe BSI copyright notice displayed in this document indicates when the documentwas last issued. The British Standards Institution 2014Published by BSI Standar
2、ds Limited 2014ISBN 978 0 580 84113 2ICS 13.310The following BSI references relate to the work on this document:Committee reference GW/3Draft for comment 14/30288995 DCPublication historyFirst published July 2014Amendments issued since publicationDate Text affectedBS 7984-2:2014 BRITISH STANDARDCont
3、entsForeword iiIntroduction iii1 Scope 12 Normative references 13 Terms, definitions and abbreviations 14 The organization and documentation 25 Resources 46 The contracted response service 8Bibliography 12Summary of pagesThis document comprises a front cover, an inside front cover, pages i to iv,pag
4、es 1 to 12, an inside back cover and a back cover.BRITISH STANDARD BS 7984-2:2014 The British Standards Institution 2014 iForewordPublishing informationThis part of BS 7984 is published by BSI Standards Limited, under licence fromThe British Standards Institution, and came into effect on 31 July 201
5、4. It wasprepared by Technical Committee GW/3, Manned security services. A list oforganizations represented on this committee can be obtained on request to itssecretary.Relationship with other publicationsThis part of BS 7984 is part of a series that contains the following current part: Keyholding a
6、nd response services Code of practice.BS 7984-2 is intended to be read in conjunction with BS 8484.Information about this documentAttention is drawn to the Private Security Industry Act 2001 1, which containsprovisions for regulating the private security industry, including securityguarding and keyh
7、olding. A person falling within the definition of providingsecurity industry services under the Private Security Industry Act 1 is required tobe licensed in accordance with this Act.Use of this documentAs a code of practice, this part of BS 7984 takes the form of guidance andrecommendations. It shou
8、ld not be quoted as if it were a specification andparticular care should be taken to ensure that claims of compliance are notmisleading.Presentational conventionsThe provisions of this standard are presented in roman (i.e. upright) type. Itsrecommendations are expressed in sentences in which the pri
9、ncipal auxiliaryverb is “should”.Commentary, explanation and general informative material is presented insmaller italic type, and does not constitute a normative element.Requirements in this standard are drafted in accordance with Rules for thestructure and drafting of UK standards, subclause J.1.1,
10、 which states,“Requirements should be expressed using wording such as: When tested asdescribed in Annex A, the product shall .”. This means that only those productsthat are capable of passing the specified test will be deemed to conform to thisstandard.Contractual and legal considerationsThis public
11、ation does not purport to include all the necessary provisions of acontract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legalobligations.BRITISH STANDARDBS 7984-2:2014ii The British Standards Institution 2014IntroductionThe servic
12、e is the provision of a response service for the safety and security oflone workers by an organization providing lone worker alarm response underthe provisions of this standard. The response service would be requested by aBS 5979 or BS 8591 Alarm Receiving Centre certificated to BS 8484 to monitoran
13、d manage lone worker alarms.The type of lone worker response services are detailed in BS 8484:2011, Clause 7.This standard provides the requirements for companies who wish to provide acontracted response service to meet BS 8484:2011, Clause 7c). This standard canbe read in conjunction with BS 8484.T
14、he service might include: provision of assistance to the lone worker where the contracted responseservice might be able to attend to the emergency quicker than theemergency services; an information source providing information as to a users safety when itcannot be ascertained in any other way; and s
15、upport in situations where use of the emergency services might not beappropriate.NOTE Examples of this would be where an individual feels threatened but thethreat is unsubstantiated, or where a lone worker alarm cannot be verified andthe available evidence is insufficient to call out the emergency s
16、ervices.BRITISH STANDARD BS 7984-2:2014 The British Standards Institution 2014 iiiBRITISH STANDARDBS 7984-2:2014This page deliberately left blankiv The British Standards Institution 20141 ScopeThis British Standard gives the recommendations for the provision of a loneworker response service on a com
17、mercial basis.2 Normative referencesThe following documents, in whole or in part, are normatively referenced in thisdocument and are indispensable for its application. For dated references, onlythe edition cited applies. For undated references, the latest edition of thereferenced document (including
18、 any amendments) applies.BS 7984:2008, Keyholding and response services Code of practiceBS 8484:2011, Provision of lone worker device (LWD) services Code of practiceBS 7858, Security screening of individuals employed in a security environment Code of practice3 Terms, definitions and abbreviations3.1
19、 Terms and definitionsFor the purposes of this part of BS 7984, the following terms and definitionsapply.3.1.1 accurate locationlocation, typically to within 10 m of the LWD, in the horizontal and verticalplaneNOTE This might be obtained by using information contained within apre-activation message,
20、 or from cross-referencing position information, mappingand/or other location data.SOURCE: BS 8484:2011, 3.13.1.2 assignment instructionsoperational document detailing specific contractual dutiesSOURCE: BS 7984:2008, 3.13.1.3 contracted response servicewhere the supplier is contracted to provide the
21、 response service or where thecustomer directly contracts the response service3.1.4 customerindividual or body retaining the services of the organizationSOURCE: BS 7984:2008, 3.43.1.5 incidentsituation or event leading to an activationNOTE Incidents might fall into one or more of the following categ
22、ories: abuse,accident, injury, illness or violence.SOURCE: BS 8484:2011, 3.113.1.6 lone workerperson working on their own without close or direct supervisionSOURCE: BS 8484:2011, 3.12BRITISH STANDARD BS 7984-2:2014 The British Standards Institution 2014 13.1.7 lone worker device (LWD)electronic devi
23、ce able to transmit LWD identity and position information, and toprovide communicationsSOURCE: BS 8484:2011, 3.133.1.8 lone worker device (LWD) servicecombination of an LWD and an ARC, provided by a supplier to a customer,enabling a response to a lone workers request for assistanceSOURCE: BS 8484:20
24、11, 3.143.1.9 lone worker response officerspecifically trained person who attends (as determined by the contractedresponse service) to an incident3.1.10 organizationprivate security company providing the contracted response service (3.1.12)3.1.11 response agreementset of instructions within the cont
25、ract agreed between a supplier and acustomer regarding the actions to be taken by an ARC when an activationmessage or a pre-activation message is receivedSOURCE: BS 8484:2011, 3.193.1.12 response serviceresponse provided to an alarm call by the emergency services, a private securitycompany or other
26、service providersSOURCE: BS 8484:2011, 3.203.2 AbbreviationsFor the purposes of this part of BS 7984, the following abbreviations apply.ARC Alarm Receiving CentreLWD Lone Worker DeviceAIs Assignment instructions4 The organization and documentation4.1 StructureThe organization should possess a clearl
27、y defined management structureshowing control and accountability at each level of operation.The organization should operate a complaints management system.NOTE 1 Guidance is given in BS ISO 10002.Details of the ownership of the organization should be established and theprincipals curricula vitae mad
28、e available. Any unspent criminal convictions orundischarged bankruptcy of a principal should be disclosed on request.NOTE 2 Attention is drawn to the Rehabilitation of Offenders Act 1974 2, whoseprovisions govern such disclosure.BRITISH STANDARDBS 7984-2:20142 The British Standards Institution 2014
29、4.2 FinanceThe organization should be able to present two years audited trading accounts,except if it is starting as a subsidiary of an established business, and adequatefinancial backing is evident, or in the case of a new start-up business wheremanagement accounts should be made available to show
30、that the organizationcan demonstrate it has the funding available to achieve its plan for the business.NOTE Where the organization is solely providing a service in-house (and notcontracting out such services), some of the recommendations given in this subclausemight not apply.The organization should
31、 prepare annual accounts in accordance with applicableaccounting standards. The accounts should be certified by an accountant orsolicitor with complete details of expenditure and income. Accounts should beavailable for examination on request.4.3 InsuranceThe organization should possess insurance cov
32、er commensurate with thebusiness undertaken and the number of persons employed, e.g. public liability,contractual, efficacy, employers liability and vehicle insurance.NOTE Where the organization is solely providing a service in-house (and notcontracting out such services), then efficacy insurance an
33、d some other types ofinsurance mentioned in this subclause might not be needed.Fidelity guarantee should be available up to limits required by the customer, e.g.loss of keys, wrongful arrest and product liability.4.4 DocumentationSeparate response service records (hardcopy or electronic) should be m
34、aintainedfor each customer, employee and supplier.The response service records should be held in a secure manner, but should beeasily accessible to authorized persons who have been screened (see 5.2.1).NOTE 1 Attention is drawn to the Data Protection Act 1998 (as amended) 3and/or updated records are
35、 to be identifiable by date and clearly distinguishablefrom previous versions.Information stored in an electronic retrieval system should be regularlybacked-up. The back-up copies should be stored separately.NOTE 2 Further information on the management of electronic data can be foundin BS ISO/IEC 27
36、001 and BS ISO/IEC 27002. Advice on the storage of electronic mediacan be found in PD 5454.Archived records should be clearly indexed.All records concerning a response service should be maintained for atleast 12 months after termination of the contract. Such records should include:a) all issues of A
37、Is;b) daily registers and patrol and incident reports;c) details of persons employed on the response service;d) training records;e) rosters;f) risk assessments.An employees basic records (as detailed in BS 7858) should be kept for atleast 7 years from the cessation of their employment.BRITISH STANDA
38、RD BS 7984-2:2014 The British Standards Institution 2014 3NOTE 3 Minimum periods for retention of records can be reviewed if applicable forparticular purposes, especially with regard to potential liabilities for civil action.5 Resources5.1 PremisesThe organization should have an administrative offic
39、e(s) and/or operationalcentre(s) where records, professional and business documents, certificates,correspondence, files and other documents necessary for conducting businesstransactions should be kept in a secure manner. The location of records anddocumentation, both local and centralized, should be
40、 clearly defined by theorganization.NOTE Attention is drawn to the Data Protection Act 1998 (as amended) 3.5.2 Staff5.2.1 Selection and screeningIf employees are acquired through a takeover, the organization should satisfyitself that the recommendations of this subclause have been fully met.All pers
41、ons undertaking or having access to details of the lone worker responseservice should be selected and screened in accordance with BS 7858.Prospective or current employees should also be able to demonstrate goodreading, writing, basic computer skills and verbal communication abilities.Only persons of
42、 competence and integrity should be employed and a personalinterview should be conducted to assess suitability.Full pre-employment enquiries should be carried out to confirm an applicantsidentity and to ensure that they are suitably qualified.Where night-time working is involved, prospective employe
43、es should be askedto confirm that there is nothing in their circumstances which would bedetrimental to their working night shifts. Night-time workers should be offeredthe opportunity of a medical assessment.NOTE Attention is drawn to the Working Time (Amendment) Regulations 2013 4.Procedures should
44、be in operation to monitor the health and physical ability ofemployees throughout their employment to ensure that they remain fit for thework for which they are being employed. A person whose duties are changedshould undergo further physical tests as appropriate.Employees whose duties involve drivin
45、g should be required to demonstrate thatthey are licensed to handle all relevant vehicles.Employers should validate the employees driving licence against company policyfor those employees whose duties involve driving. The employer should hold onfile a validated copy of the employees driving licence.
46、 The employer shouldcheck the employees driving licence or carry out a DVLA licence check on theemployee every six months.5.2.2 HealthProspective employees should be sent an employment medical questionnaire,with questions that relate to, or are intrinsic to, the job function; this can besent with th
47、e offer of employment.NOTE 1 The offer of employment is conditional on the results of the medicalquestionnaire supplied, which might fundamentally inhibit the employee fromcarrying out the job.BRITISH STANDARDBS 7984-2:20144 The British Standards Institution 2014NOTE 2 Attention is drawn to the Equa
48、lity Act 2010 5.In order to ensure that the physical condition of security officers remainscompatible with the duties to which they have been assigned, documentedprocedures should be in place for performing routine health checks and reports.When the physical demands of a persons duties change their
49、physical andmental condition and suitability, they should be reassessed as appropriate.NOTE 3 Where health and safety risk or medical concerns of personnel are raised, itis reasonable for a company to ask that person to undergo a medical examination toensure fitness for duty.5.2.3 Terms and conditionsEmployees should be sent a written statement of the terms and conditions oftheir employment that should include details of the following:a) job title;b) job description;c) effective start date;d) probationary peri
