CLIENT ORDERS DRAFTED BY PATROL MASTERS

Transcription

1 CLIENT ORDERS DRAFTED BY PATROL MASTERS FOR SURFCREST GATE ATTENDANT THE DIRECTION OF THE BOARD DIRECTIONS: 1. Head west on E 4th St toward N Wright St 0.4 mi 2. Turn left onto N Grand Ave 0.2 mi 3. Take the 3rd left onto E 1st St 0.5 mi 4. Turn right to merge onto I-5 S 0.4 mi 5. Take exit 103 to merge onto CA-55 S toward Newport Beach 10.3 mi 6. Take the California 1 ramp to San Diego/Long Beach 0.2 mi 7. Turn right onto CA-1 N 7.2 mi 8. Turn right onto Seapoint Street 0.1 mi 9. Take the 1st right onto Surf Dr 272 ft 10. Turn left onto Surflanding Ln 102 ft Generic Address: 1951 Surf Dr. # of entrances to the community: 2 Seapoint (main Entry) and Palm Ave (Entrance on Palm Ave is accessible for homeowners only by electronic device but exit available at both entrances at all times) ACCESS BY: 24/7 GATED COMMUNITY SCHEDULE: One Onsite Officer Monday through Thursday from the hours of 5pm to 9pm, 4pm-12am on Friday, and from 8am to 12am on Saturday and Sunday.

2 ON SITE CONTACT(S) - BOARD MEMBER S LIST: Ana Sudolsky sudolsky@msn.com, Kathy Hill, kghill31@hotmail.com, Jim Thomas, jt356@aol.com, Therese Hagan tahagan1@roadrunner.com REPORTS: Each attendant IS REQUIRED to complete a detailed daily activity report to be left at the post at the end of each shift. Incident Report MUST be completed In the event of an incident and sent to Patrol Masters by the end of each shift. DUTIES: GENERAL DUTIES The primary duty of the gate attendant will be to monitor and control the access of residents, guest/ visitors and vendors/ contractors to Surfcrest Community Association property. All persons entering the community will be greeted courteously and directed to their destination. Gate attendants should: Report shift beginning and end times in the Daily Activity Report. Arrive in full uniform prepared to commence the shift. Take over from preceding gate attendant and review the pass down log information. STAND UP, greet all residents and guest. DO NOT just press the access button to open the gate and wave people in. As the Access Attendant sees a vehicle approaching the gatehouse, she or he will step outside, clipboard in hand, and say in a pleasant tone, Good morning (or afternoon/evening). This greeting is to be given with a smile and in a pleasant professional manner. After giving the visitor the property greeting, inquire whom they wish to see, and then take proper steps to obtain permission or denial for them to enter. Take a look, using basic visual observation skills and if they seem out of place politely ask them if you can be of assistance. Refrain from doing anything that irritates or upsets other people. Listen attentively to what people say

3 NO visitor, guest, contractor or process server should be allowed access unless meeting one of the three qualifications noted under Visitors on page. Homeowners, contractors or others who abuse the access privilege and speed limit are to reported to Goldenwest Property Management on an Incident Report including the license number if the offender. Maintain the Visitor Log (those that have been given passes) throughout the entire duration of the shift. Be familiar with the authorized passes / decals to maintain access control. If guest arrives unannounced, make an effort to contact the resident by phone. ONLY authorized guests are granted access. Be polite but firm in your denial. Public officers (Sheriff, Police, and Marshal etc.) may be admitted with the proper identification. Watch for, approach, challenge and report any person (s) who may not belong on site and call for an escort if necessary. Watch for and immediately report any graffiti, vandalism and damage. Watch for and report all security, safety and maintenance problems like damaged, missing or inoperative equipment such as lights, alarms, or fire extinguishers. Watch for and report any plumbing, roof or water leaks that may occur in the guardhouse. Be alert for smoke and fumes. The primary duty of the gate attendant is to control the entrance / exit to the gates community. When a vehicle approaches the gate the attendant should: VISITORS Visitor access is allowed when ONE of the THREE following requirements is met: 1. The guest s name was called in by the resident. 2. The resident was contacted by the gate attendant and the resident directly authorized access for the visitor. 3. The guest has a visitor hang tag or temporary pass. Residents in Vehicles without Decals or a Pass: 1. Request a driver s license or other positive identification. 2. Check the name and address against file information. 3. Call the resident s home and verify that the person is a resident. NEW HOMEOWNERS New homeowners arriving at the gate should identify themselves and be issued a pass if they so desire immediately after the identification. Guests and residents without a decal on their vehicle entering Surfcrest will be issued passes valid for 24 hours only.

4 Guest Passes 1. When the authorized guest arrives, record the license number of the vehicle and give the guest a guest pass (green in color). 2. If a resident asks you to open the gate for them and the vehicle they are in does not have a valid decal, upon verification that the resident resides in the community, issue a resident pass (white in color). 3. Advise all guests that there is a 15-mile an hour speed limit on all streets in the community. Construction Passes: 1. The gate attendant shall log all contractors and subcontractors that have been approved for entry recording their name, the resident or property owner s name and address and the license number of the vehicle. The termination date of the pass must be clearly written on the construction pass with a black marker. 2. No construction works are allowed access to the community before 0800 Monday through Friday. No work is to be done by a construction worker after 1700 hours Monday through Friday. On Saturday no construction worker is allowed access before 0900 hours and must stop work by 1530 hours. 3. The police are to be called to enforce the time the construction workers are allowed to work in the community. 4. Advise all construction workers of the 15-mile an hour speed limit inside the community. 5. If they have lost their pass the Client Contact is to be notified in an Incident Report giving the name of the contractor or subcontractor, their telephone number, address and the resident of property owner s name and address. 6. Soliciting of residents by contractors and subcontractors is strictly prohibited. CONSTRUCTION TRAFFIC Construction/ home repair/ gardening services are allowed between the hours of 8:00 AM and 5:00 PM Monday through Friday and Saturday from 9:00 AM to 4:00 PM. No construction traffic allowed on SUNDAY or on the following HOLIDAYS: New Years Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day DELIVERIES and SERVICE PROVIDORS for RESIDENTS: Admit the following vehicles without a pass: -All recognized delivery services (UPS, Federal Express, etc.) -All Law Enforcement Access Attendants (on duty only) -Telephone Company -Orange County Sheriffs

5 -Fire Department -Paramedics -Coroners Office -Water District -So. California Edison -U.S. Mail -Cable Company MAINTENANCE or SAFETY ISSUE REPORTS: Gate Malfunctions 1. A written report shall be faxed to Property Management by the attendant with the details of the problem. 2. A call will be placed to the property manager by the attendant immediately (if after hours, follow the emergency call procedure of the property management company phone recording) 3. The gate attendant is NOT authorized to call the repair or maintenance company directly!! The companies have a contract with the Association and must be called by the PROPERTY MANAGEMENT COMPANY ONLY! SPECIFIC DUITES Process Servers 1. If the server is an Orange County Marshal or Sheriff with appropriate identification, allow him / her access. 2. Gate attendants are under NO CIRCUNSTANCES to act as substitutes for service of process or to attempt service on behalf of a resident. 3. Gate attendants are NOT authorized to accept deliveries / service of process at the gate for a resident. Door to Door Salespeople The Access Attendant will not permit entry of any salesman, vendor, or any other person for the purpose of door-to-door solicitation of residents. Car Repossessing No person is allowed into Surfcrest for the purpose of repossessing a vehicle, regardless of the circumstances. If a person demands entrance, inform them they will not be allowed in and call a supervisor for assistance if necessary. Deliveries If a delivery is made in an unmarked vehicle, the delivery order must be shown the gate attendant. This rule goes for floral deliveries, pizza deliveries and furniture deliveries. Do not allow a delivery unless the delivery has been preapproved by the resident or unless you are able to reach the resident by telephone to get approval for entry.

6 Newspaper Deliveries Newspaper deliveries by subscription are allowed access provided solicitation does not occur during delivery. Soliciting for newspaper deliveries is not allowed. No throwaway flyers or newspaper deliveries are allowed unless pre-approved by the Client Contact. Real Estate Agents 1. Real estate agents are not allowed to solicit listings during their presence with the community. They must not distribute brochures, business cards, note pads, or other solicitation items inside the community. 2. Real estate agents shall be admitted to look over the community as long as they can provide proper DRE documentation, business card with DRE# on it. Interested Buyers 1. A prospective homebuyer wishing to see a listed re-sale property will be allowed entry with the resident s approval. If not approved, deny access and explain why. Resident approval must be obtained before the gate attendant can allow entry. 2. If the prospective buyer has approval for entry, direct them to the home for sale, remind them of the 25-mile an hour speed limit and give them a guest pass (green) for the day only. Media Media access is permitted only if authorization is given by: 1. Official Law Enforcement 2. Fire Authority 3. Under NO other circumstances shall media be permitted access. Parties and special Events Parties and special events will not be permitted in unoccupied homes. Homeowners hosting parties or other such events that require more than (5) vehicles to access the community are required to submit a guest list to the gate. Parties with guest lists exceeding 40 guests require prior approval by the Board of Directors and may require payment for additional gate personnel.

7 Shift Change Before leaving your post at the end of your shift, ensure that your Log Book is up to date. Include information such as: 1. anticipated deliveries or after-hours visitors 2. cleaning crews or contractors in the community Pool Duties Look for smoking, obvious glass or other breakable containers in pool area. Patrol once every 2 hours. If there is an issue, the guard should approach individual in a thoughtful manner and ask them to immediately remove items from the pool area. If resident objects then notify them there may be fine imposed for this violation and note name, address and report to Goldenwest Property Management. Respond to HO complaints regarding pool noise and/or issues. Patrol pool after 11PM to ensure it is empty. Re-check at 11:30 and midnight If large group is at pool (over 10 people) ensure proper approval is posted on gate. If not, contact Therese Hagen at End Client Orders REVISION HISTORY: 5/24/2012: Original draft by Patrol Masters and per PM. Copy ed today: SIA 5/17/2013: Updated revisions advised by Ana Sudolsky approved by PM. MEO CLIENT S CONCURRENCE WITH THE ABOVE POST ORDERS: Name of authorizing person (print) Signature Date

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