Hannaford
Forest Ave - Portland - ME

Hannaford SOP

All assigned personnel will, always, conduct themselves in a professional and courteous manner to reflect credit upon the client, its management, and guests.

All personnel shall report ready for duty, in full approved uniform, and shall be on time for their scheduled shift start. Officers shall not remain on facility premises after a scheduled shift has ended. No officer shall vacate an assigned post until properly relieved. If the post has no scheduled relief, such officers shall not leave until the shift has ended.  Officer’s responsibilities are a follow:

1. 1.   Know and conform to rules and regulations, as well as the Client policies, procedures, and directives, and to immediately execute all lawful instructions given by a superior or Client representative; always do what a manager ask! Always say YES to Hannaford Requests, if it conflicts with the SOP when done with the client representatives request notify the on-call supervisor of the change.

• 2.   The guard is at this location to assist Asset Protection and Mask Services we are one team if management ask us to help with mask at any time we are to comply also if staff needs coverage for a break we are to help.

  3.   Upon arrival the Security Officer will clock in on Humanity ONLY.

  4.   The Officer is to complete the daily vehicle inspection check list at https://docs.google.com/forms/d/e/1FAIpQLSe0MMuNqw5Yzm8Axb9LX5noB6-4oiU8IXjB9DoLFhHLVqpGsA/viewform?vc=0&c=0&w=1&flr=0

  5.   The officer will move the vehicle just past the front of the produce entrance. Code for car is 49604

  6.   The guard is at this location to assist Asset Protection and Mask Services we are one team if management ask us to help with mask at any time we are to comply also if staff needs coverage for a break we are to help.

  7.   The guard will spend at least 35 minutes of every hour at the front door in the produce area, providing a strong security presence.

  8.   Fifteen minutes of every hour should be spent walking the store’s with high emphasis on high theft areas.

  9.   The guard is to stand in front of the produce area from 1600-1845 on weekdays; without doing patrols as a presence is needed during these times at this location the most. Weekends shifts remain unchanged at this time.

  10.   The guard gets one thirty min break and one fifteen min break. No breaks are to be taken from 16:00 -19:15 and 21:30 - 22:30.

  11.   The guard will drive the down every isle of the Hannaford parking lot with lights on for no more than 10 minutes of every hour starting at 645pm.

  12.   At 6:55pm of every shift the officer is to move the vehicle to the receiving door of the pharmacy and access the area. If there are any suspicious people or loiters kindly tell them they cannot be in this area and ask them to leave. At this time, the guard should place the security vehicle with their eyes on the suspicious people next to the receiving door. If they do not leave inform pharmacy staff of the situation and advise the staff, you can contact law enforcement to enforce them to leave or you can monitor them until they reach their cars. If nothing seems suspicious and there are no loiters inform pharmacy staff it is all clear, and great them as they exit the building as always, your strobe lights need to be on.

  13.   It is important to note that these times do not have to be consecutive and should be random depending on the needs of the store. MIX IT UP!

  Store Information: 295 Forest Ave, Portland, ME 04101 Store Number: (207)761-5965

   

  Hannaford News:

   

   

  EMERGENCY PROCEDURES

   

  In the event of an emergency, the security officer should notify the appropriate emergency personnel by calling emergency services and notifying the On Duty Supervisor at your location. After the incident the officer is required to file an incident report and make all required notifications. Emergencies call 911!

  Portland Non Emergency dispatch (207)874-8479

  POLICE/FIRE/SMOKE/MEDICAL EMERGENCIES SOP

  In the event of criminal activity, bomb threat, disturbances caused by unauthorized persons, call the Portland PD at 911.  If a report of fire or smoke has been confirmed, immediately notify the Portland Fire Department at 911.  Give your name (Security Officer_______), the address of the site is (295 Forest Ave ) and the kind of trouble you are reporting with a specific location.

  Notify management as described in the chart above and advise of the situation.

  In the event of a medical emergency, after contacting 911 certain facts will be required in order to prepare the paramedics for the situation.  As a security officer and possibly the first to arrive on the scene, questions that will need to be answered are?

  What is the victim’s name?

  Is the victim conscious? Breathing? Responding?

  What is the nature of the injury?

  Is the victim wearing a medical ID?

  Where is the victim now?

  The approximate age of the victim?

  The victim’s sex?

  If the victim is unable to respond to your questions, locate the person who reported the emergency or the first person who is assisting with the situation in order to obtain this vital information.  Time is critical in all medical emergencies!

  At the conclusion of the situation, complete a detailed Incident Report.  Be sure your report shows the time you notified emergency services, the time they arrived, and if applicable their names and badge numbers, and what happened.  If the police file a report record the #.  If the fire department responds record the Engine#.

  MGS Security Contact Info Office: 1(833)482-7372

   

  Introduction

   

  Something exciting is happening at the Portland Hannaford. MGS Services, LLC. was contracted by Hannaford to assist loss prevention in store and outside patrol car operations. It is imperative that the guard shows a strong security presence in and outside the store to reduce theft and drug use on the property.

  Primary Goals:

  Assist Loss Prevention by provided strong visual presence.

  Patrol Car Activities.

  It is important the assigned security officers are fully familiar with the site and emergency procedures, so that they may better perform their functions as an aid to management.  The security service function at Hannaford is multifaceted.  Emphasis is placed heavily on assisting loos prevention, alertness, awareness, and a strong security presence, but also on appearance.  This does not negate the need for security officers to act decisively when necessary.

  All Customers and employees are to be served willingly and with courtesy in keeping with all MGS services and Hannaford’s policies.  All persons are to be addressed with kindness dignity and respect, and the Officer will work closely with a duty manager for ALL upset guest and will bring them in the lope at the onset of a problem instead of later.

  When Security Officers Report On Duty they will immediately be in proper uniform. Officer will check in with duty manger or LPO on arrival, and start his first round around the store going in and out of aisle looking for theft or suspicious activities.

  This does not negate the need for security officers to act decisively when necessary.

  Our security officers are very visible and therefore must be neat, clean and well groomed.  As mentioned earlier, they must be courteous, well-mannered and disciplined in attitude.  Above all ensuring a safe and secure environment at Hannaford is our primary goal.

  To achieve these goals, it is necessary to remain active in patrolling, not congregating, and to avoid the temptation to visit with friends and family when at post.

  The security schedule for this property will be as follows:

   

  Monday thru Friday:       2:30pm-10:30pm

  Saturday and Sunday:  2:30pm-10:30pm

  Guidelines, Policies and Procedures:

   

  •   If a shoplifting incident does occur, MGS will not attempt to stop, interfere, chase, use physical force, call the police or attempt to apprehend the subject.  MGS will contact either the store AP, MOD or the Regional Asset Protection Manager in that order

  •   ALL shoplifting cases will be handled by Hannaford AP and Management ONLY.  The ONLY exception is if you are asked by an MOD or AP to serve as a witness to an apprehension.  If this occurs, MGS must follow directions of the AP or MOD, MGS will observe only.

  .

  •   Panhandlers and Loiterers are not allowed on Hannaford property. Hannaford owns the entire plaza.  MGS will address the individual(s) and ask them to kindly disperse and leave the property, if the individual(s) are non-compliant, MGS will communicate to AP or the MOD for further instruction. MGS may request an individual be trespassed, but Criminal Trespasses are only authorized by AP or MOD.

  The security schedule for this property will be as follows:

  •   MGS will always be cordial and polite to store associates and customers. The guard is often the first and last impression our associates and customers see and interact with.

  •   MGS will conduct themselves in a friendly professional manner, greet and acknowledge ALL

  customers and provide ALL customers …GREAT CUSTOMER SERVICE!!

   

  •   The guard will NOT eat, drink or use personal cell phone (including texting) while on post at the front doors. ONLY MGS CALLS AND TEXT FROM UPPER MANGEMENT ARE ALOWED WHEN ON POST.

  •   MGS will NOT, under any circumstances ask any associate or customer for a receipt, proof of purchase or proof of identification at any time for any reason.

  •   MGS will avoid taking breaks and lunch at “peak” business times. The guard will notify the MOD or AP when going on break or lunch.

  •   Smoke breaks are to be taken in designated area, in your car or off property. If you smoke, you must go to the smoking area.

  •   *All Breaks need to be communicated to the manager on duty. Do not just leave.

  •   * Dress code: security polo and khaki or black pants or khaki slacks are acceptable.

  •   *MASK IS REQUIRED! YOU MUST LOOK THE PART!!

  •   *Use of force at Hannaford locations is strictly prohibited and you under no circumstance are you allowed to apprehend a shoplifter.

  •   * Guards are always to practice social distancing.

  •   Stay off phone unless talking to management or Josh, Noah, or Justin.

  •   Do not assume anything while on post! If you do not know an answer call US!

  •   ***NO WEAPONS OF ANY KIND ARE ALLOWED***

  •   The assigned post will be scheduled with one uniformed guard, 7 days a week, scheduled from 2:30PM – 10:30PM. The guard will position themselves at the doors in the

  produce department from 3-6. They will remain standing for the duration of their shift. No chair or stool will be provided. They will remain there, greeting customers, unless they are

  performing lot/store rounds, tending to an incident or are directed to patrol or position themselves at another part of the store by AP or MOD. This primary function will serve as a visual deterrent and allow guard to “observe and report”.

  MGS will provide the guard with two (two-way) radios for communication, 1 to be held by AP or available for the MOD and the other for the MGS guard.

  MGS will provide a “Marked” Security vehicle furnished with security strobe lights.

  •   Door Code: 49604, ignition keys to be kept inside closed center conceal with vehicle locked at end of shift.

  •   The “Marked” car will have the security strobe lights on while patrolling the exterior and parking lot areas. The Marker Car will patrol the lanes of the Hannaford lot. If issue is found the security officer is to radio the Manger on Call. To seek directions on further actions needed. If the car is not in motion it should be parked in front of the entrance doors and the guard should be in produce, or doing a tour of the store

  •   The “Marked” car will remain parked across from the produce doors at the taxi stand. The “Marked” car will never utilize the fire lane to park. Lights will be turned off when it is in this position so as not to provide a distraction to the general public.

  •   MGS will follow all posted one-way and stop signs in parking lot when driving.

  ●  In the event of an incident that quickly escalates, and MGS does not have time to safely notify the MOD or AP, MGS is authorized to immediately notify the Portland Police Department (207-874-8575) to ensure personal, associate and customer safety. Notify AP or the MOD of the incident and actions taken when it is safe to do so.

  •   AT NO TIME should anyone from MGS talk with anyone from the press or any media source regarding any Hannaford business or incidents. NO COMMENT IS YOUR ONLY

  COMMENT.

  •   MGS will follow the Hannaford policy that ANY confidential information such as photos or video surveillance is only to be released or shown to law enforcement personnel. Should MGS be requested or contacted by a customer requesting to see surveillance footage, photos, or other confidential information, politely inform the customer that Hannaford policy requires their request be directed to their local Police department. Be polite, courteous, understanding, and helpful when you can.

  •   MGS guards and personnel are FORBIDDEN to take photos or videos on their  personal cell phones of the public, customers, incidents or suspects while on Hannaford property and/or transmit that photo or video to any social media sites or personal platforms for any reason.

  ●  MGS will conduct a bi-monthly site inspection to be performed by a site manager or supervisor to ensure the Post Orders are being followed as well as a touch base with the AP team, RAPM and Store Manager to address any concerns.

  •   Drinking on Hannaford property is strictly prohibited. If the security officer witnesses a guest with an open container or is visibly drinking on the property, the guard should ask the person to leave.

  •   If a customer or employee reports a guest swearing at customers, being disrespectful, acting abnormal the guard is to position themselves near the disturbance if nothing happens we are to report to MOD what we witnessed if they act in a disturbing manner while we are there we are to ask them to leave the property, and notify the MOD. Per assistant store manager Sean Noone.

  •   If the Guard Here’s code 100(Serious Medical Emergency) or code Adam (lost child) the guard is to immediately respond. For Code Adam no one is allowed in or out of the store until the MOD notifies the situation is secured. For Code 100 the guard is to immediately go to the incident and help MOD and response team in any way needed typically directing traffic away from incident and contact emergency response as needed. (please see page 1)

  •   If the guard here’s security to zone 2 over the intercom the store is trying to scare someone from committing potential theft. No action is needed but if the guard is free this will be a good time to do a round around the store.

  •   People are not permitted to dig thru the trash or recycle bins if the guard sees someone diging thru these they are to ask them to immediately stop any issues the guard may ask them to leave the property seeing these leaves Hannaford liable if they cut or hurt themselves.

  •   Hot spots to keep an eye on during patrols are the beer and liqueur isles, toilet paper, hot bar food, atm outside, hill by clink area.

  EMPLOYEE CONDUCT AND WORK RULES

   

  To assure orderly operations and provide the best possible work environment, MGS Services, LLC expects employees to follow rules of conduct that will protect the interests and safety of all employees and the organization.

  It is not possible to list all the forms of behavior that are considered unacceptable in the workplace.  The following are examples of infractions of rules of conduct that may result in disciplinary action, up to and including termination of employment.

  Theft or inappropriate removal or possession of property

  Falsification of timekeeping records

  Working under the influence of alcohol or illegal drugs

  Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the workplace, while on duty, or while operating employer-owned vehicles or equipment

  Fighting or threatening violence in the workplace

  Boisterous or disruptive activity in the workplace

  Negligence or improper conduct leading to damage of employer-owned or customer-owned property  ●  Insubordination or other disrespectful conduct

  Violation of safety or health rules

  Sexual or other unlawful harassment

  Possession of dangerous or unauthorized materials, such as explosives or firearms, in the workplace

  Excessive absenteeism or any absence without notice

  Unauthorized absence from workstation during the workday

  Unauthorized use of telephones, mail system, or other employer-owned equipment

  Unauthorized disclosure of business “secrets” or confidential information

  Violation of personnel policies

  Unsatisfactory performance or conduct

  Weapons of any kind

  Conduct unbecoming of an officer

   

  Employment with MGS Services, LLC is at the mutual consent of MGS Services, LLC and the employee, and either party may terminate that relationship at any time, with or without cause, and with or without advance notice.

  ATTENDANCE AND PUNCTUALITY

   

  UNIFORM PERSONNEL

  To maintain a safe and productive work environment, MGS Services, LLC expects employees to be reliable and to be punctual in reporting for scheduled work.  Absenteeism and tardiness place a burden on the Hannaford location and on MGS Services, LLC.  In instances of tardiness, the officer shall notify on call supervisor at 1(833)482-7372 as soon as possible.  In the rare instances when employees cannot avoid being late to work or are unable to work as scheduled, they are required to notify the on-call supervisor no less than (24) hours in advance of the anticipated absence.  In the event a security officer is late with no call, no valid excuse, or calls off, he shall be subject to disciplinary action.  If a security officer is a no show, no call, MGS Services, LLC will consider that the officer has resigned his position with MGS Services, LLC.

  Please note that any officer that is more than 15 minutes late for a scheduled shift will be docked ½ hour pay.  Any officer that is 30 minutes late shall be docked 1hours pay.  Any officer that is later than 1 hour shall be docked 2 hours pay and be written up.

  Poor attendance and excessive tardiness are disruptive.  Either may lead to disciplinary action, up to and including termination of employment.

  Please note that planned time off requires a 2 weeks notification. Employees who call in must personally talk with the on call supervisor, because “call ins” require verbal conformation from management, NO VOICEMAILS. There is a limit of 3 call offs per 6 consecutive months. Call offs on holidays or without valid excuse necessitates a doctors statement before the employee returns to work.

  Procedures Regarding Incident Reports

   

  Incident Reports must reflect ALL pertinent information regarding the reportable occurrence (i.e., who, what, when, where, why, how). Incident Reports must reflect time of occurrence, location, names of all victims and witnesses, nature of incident, beat and badge numbers of the first response team. Use a dictionary when writing written reports, your supervisors as well as the client are going to read the report and it is a reflection on you as an officer.

  When confronted with a situation that calls for an Incident Report to be filed, an officer is to ALWAYS comply with the following procedure:

  The security officer will fill out the incident log at www.maineguardsafe.com/hirfapm ensuring all fields are filed out

  1.All incident reports shall be completed no more than 15 minutes after incident. You are getting paid to complete these there should be no excuses.

   [Every Shift]

• Security person will greet all customers with a standard, “Welcome to Hannaford Greeting” when they are entering.

• Security person will greet all customers with a standard, “Have a great day, Be Safe” when they are exiting.

• If a customer hands security a cart when they leave, the security person will spray it down, and place it in the cart stack to be used by the next customer.

• When a Pharmacist or Pharmacist Technician needs to bring medication outside for “Curb-Side” Pickup, if Loss Prevention is not already doing so, the security will follow the person outside and stand 6 ft from the Pharmacist or Technician while they drop the medication into the persons Rear Passenger Seat. At times traffic may have to be stopped by the security person to maintain the safety of the pharmacist and/or the technician.

• Polo security shirts must be visible at all times to customers and staff. Maine GuardSafe employees will be required to wear a set of gloves when they are on duty, face masks are optional.  Hannaford Staff wearing red Hannaford shirts will be let in/out of the building without any delay during their work period.

• All directives from Hannaford to Maine GuardSafe security staff, need to come from a Salaried Member of Management. This includes: o Incident Management o Safety Directives o Customer Removal/ Criminal Trespass o Post Location o Loss Prevention Issues.

• All directives to Security Staff employed by Maine GuardSafe that deal with personnel issues, post removal, increasing amount of security staff, changing of hours, or a deviation from the current post orders, need to be passed to the Store Manager, District Manager, and then to Management of Maine GuardSafe. At NO point will Hourly Employees employed by Maine GuardSafe, have to act on a major policy change during their shift unless directed by the Store Manager, District Manager, or Management of Maine GuardSafe.

Morning Shift

• Security officer gets in at 6:30 AM, grabs the security vehicle and does a round around the building clearing out anyone that may be lingering during the overnight.

• Security then parks the vehicle across the Produce doors and heads inside.

• Security grabs all signage and cones and places them out on the sidewalk making sure that they are properly placed 6 ft apart.

• Security then takes a walk through the store and collects all the baskets (if being used) and all the left over carts, brings them to the entryway and sanitizes them.

• At 6:55 AM security will position outside with a member of management to count the amount of people (75- 100 depending on location). Security/management should be limiting the amount of people in the vestibule. No more than 10 people should be grabbing carts at one time. Per executive order on 10 people in a confined space at one time.

• After 75-100 people are let in, Hannaford management will take the first set of doors, and security will position at the second set of doors. Security will let Hannaford management know how many people are coming from the registers, and will direct them outside. Once those people are clear of the vestibule Hannaford management will allow the same amount of people in, based on the same number of people coming out.

• If Hannaford management are letting people in, security is to hold the line leaving until everyone in the vestibule are clear. This is to limit direct contact between customers coming in and out through the same door.

• Once an hour security will walk the line, thanking customers for their patience, encouraging six feet, and letting them know about the Reusable bag policy and other policies as stated by management.

• Every couple of hours security will hop in the truck and do a quick 15 min parking lot patrol. Once 15 min patrol is up they will return to the vestibule and continue access control.

• Bathroom, Lunch, and Parking lot patrols, security will inform the member of Hannaford management at the door that they need to leave their post. The member of management will find a temporary replacement.

• Any carts that are handed to security will be sprayed down with disinfectant prior to placing into the stacks for customer use.

• Any carts that are being brought into the vestibule by the Hannaford Cart Attendants, that person or the Hannaford Manager stationed at the first door will spray down with disinfectant prior to them being placed into the stacks for customer use.

  [Shift Change 2:00 PM]

• Second Shift will arrive. First shift will brief the arriving guard on any changes or issues. While first shift stays at the assigned post, the second shift will do a 10 min parking lot patrol. After that patrol is completed, they will take the spot of the first shift guard. *Shift change should not last more than 15 min.

  [Afternoon Shift]

• After 75-100 people are let in, Hannaford management will take the first set of doors, and security will position at the second set of doors. Security will let Hannaford management know how many people are coming from the registers and will direct them outside. Once those people are clear of the vestibule Hannaford management will allow the same amount of people in, based on the same number of people coming out. Security/management should be limiting the amount of people in the vestibule. No more than 10 people should be grabbing carts at one time. Per executive order on 10 people in a confined space at one time.

• If Hannaford management are letting people in, security is to hold the line until everyone in the vestibule are clear. This is to limit direct contact between customers coming in and out through the same door.

• Once an hour security will walk the line, thanking customers for their patience, encouraging six feet, and letting them know about the Reusable bag policy.

• Every couple of hours security will hop in the truck and do a quick 15 min parking lot patrol. Once 15 min is up they will return to the vestibule and continue counting.

• Bathroom, Lunch, and Parking lot patrols, security will inform the member of Hannaford management at the door that they need to leave their post. The member of management will find a temporary replacement.

• Any carts that are handed to security will be sprayed down with disinfectant prior to placing into the stacks for customer use.

• Any carts that are being brought into the vestibule by the Hannaford Cart Attendants, that person or the Hannaford Manager stationed at the first door will spray down with disinfectant prior to them being placed into the stacks for customer use.

• 15 min prior to closing, security will move to the outside line, anyone left in the line will be told that they will have to come back the following day. Security will inform the line the opening time the next day.

• After the closing of the store, Security will take a walk around the store, informing the manager at the door via/radio how many customers are in the store. Anyone in the aisles should be directed to head to the checkouts.

• Once the last customer leaves, Hannaford management will dismiss security for the day. The security guard will get in the vehicle and do a full parking lot patrol, checking to make sure no one is behind the building, in empty trailers, checking unattended cars to make sure no one is sleeping, and then will park the vehicle, and clock out for the day. Amount of people at the door: There are only 2 people required to run the door. A Salaried member of Hannaford management and one security person from Maine GuardSafe. At no point should Front End Staff, Loss Prevention, Maintenance, or any other associate, need to be at the door. They can resume their normal duties unless called to relieve the security guard or manager, for a period of time including lunch, bathroom breaks, or operation issues. This limits exposure to customers and employees, and maintains an orderly door.