Security & Life Safety A team of highly trained security and life safety professionals are dedicated to providing you with a safe and secure environment 24 hours per day, 7 days per week. The Security Supervisors and Security Officers are contracted through Concord Security, one of the leaders in the security industry. The Security and Life Safety Department consists of the following personnel: • Cadillac Fairview Senior Manager, Security & Life Safety, Vancouver Properties (Monday - Friday) • Cadillac Fairview Manager of Fire and Life Safety, Vancouver Properties (Monday – Friday) • Cadillac Fairview Security Manager, Pacific Centre and HSBC Building (Monday – Friday) • Site Security Supervisor (Monday – Friday) • Security Supervisors (24 hours/day, 7 days per week) • Security Officers (24 hours/day, 7 days per week) • Security & Life Safety Officer (Monday - Friday) The Senior Manager, Security & Life Safety, Vancouver Properties has primary responsibility for the development of the department’s strategic direction, long term goals, and relationships and objectives, in addition to the general management of the security function. The Manager of Fire and Life Safety, Vancouver Properties is responsible for managing the fire and life safety policy and programs at the property. The Security Manager, Pacific Centre and HSBC Building, is responsible for overseeing security systems and the daily delivery of security services and supervision of the Security Supervisors and Officers as well as the Security and Life Safety Officer. The Cadillac Fairview team is available to meet with you to discuss security and safety matters relating to your premises in particular or the Pacific Centre in general. They may be contacted through the Pacific Centre Management Office at 604.688.7236. As a minimum standard all Security Officers receive the following training prior to commencing work at Pacific Centre: • Basic Security Officer Training 1 (Regulations and Procedures). • Basic Security Officer Training 2 (Conflict Resolution and Self Defense). • First Aid Level 1. • Cadillac Fairview Serve and Secure Program Training. • Customer Service Training. • Site Orientation and Continuous Evaluations and Drills. In addition to the above training every shift has: • Occupational First Aid Level 2 Attendant with an Automatic External Defibrillator Certification. • Fire Suppression and Systems Trained Personnel. The department’s primary concern is to ensure the safety of everyone working in or visiting the complex. Any concerns can be raised through our Security Control Centre, day or night. A member of the department will assist you or direct your call to the appropriate person or department. Security and Life Safety Staff are responsible for the following: • Security patrols. • Tenant emergency contact information. • Access cards - obtaining access cards, amending access cards, lost/stolen/terminated access cards audit requests. • Tenant lock and alarm response. • Premises security information. • Crime prevention information. • Safe Walk program. • Additional contract security when requested. • Lost and found. • Emergency incident response. The Security Control Centre for the complex is located on the Mezzanine level of 701 West Georgia Street. Should you have any issues concerning security matters or notice any suspicious activity please call: • Pacific Centre Security (24 Hours) 604.669.3241 • In An Emergency 604.688.9444 • Police, Fire, Ambulance 911 Systems Security operates seven days a week, 24 hours a day and we take great pride in our proactive approach to Security and Life Safety. Pacific Centre boasts one of the largest programmable access security systems in Canada. For our tenants’, guests’, and staff’ safety, we employ an extensive network of CCTV cameras throughout the complex. Many of the cameras are equipped with motion detectors, pan, tilt, and zoom capabilities and are recorded on a 24 hour basis. Security Patrols Security officers patrol the office towers, retail floor, and parking garages while on duty, assisting tenants as required, ensuring safety standards are met, responding to property emergencies, and helping deter criminal activity. Tenant Emergency Contact Information We request each tenant provide the Security Department with names and telephone numbers of responsible persons to call in the event of an after hours emergency or request for after hours access. The Security Department should be informed of any changes to this Emergency Contact List to avoid any inconvenience and facilitate quick response. Employees who have forgotten their access card or key will be granted access to their floor or office under the following protocol: • The security cardholder record is active and reflects authorization for access to the requested area. • Photo I.D. is shown. Employees who have forgotten their keys will not be given access to their office until an Emergency Contact provides authorization. In the event an Emergency Contact is unavailable, the employee will be refused access. In unusual situations such as a threat to life or potential property damage, Security may elect to contact the Pacific Centre Management Office to authorize access. Emergency Tenant Contacts are exempted from this procedure, upon production of a valid driver’s license, passport, or other valid picture identification. A report will be kept on file for each access granted. Access Cards Obtaining Access Cards All office tenants require access cards. Applications are provided to the tenant’s security contact prior to occupancy and are also available by contacting the Security and Life Safety Officer via Pacific Centre Administration. The applicable sections are to be completed by an authorized signatory and returned to the Security Control Centre or the Security and Life Safety Officer. New tenants are provided access cards and keys free of charge up to 60 days after move-in. Office tenants are entitled to one access card for every 500 square feet of leased space free of charge - any access cards required beyond that are $25.00 each + GST. Office tenants are allotted one key for every 250 square feet of leased space beyond that keys are $5.00 each including GST. Amending Access Cards If access requirements are to be amended, please contact the Security and Life Safety Officer. Lost/Stolen/Terminated Access Cards Please notify the Security Control Centre immediately if an access card has been lost, stolen, or if an employee has resigned or been terminated. The access card will be deactivated immediately. Replacement cards are also $25.00. Tenant Locks and Alarms Locks and Keys Locks and electronic access mechanisms, controlling entry into tenant premises, must be installed and programmed to Pacific Centre standards. Please contact the Manager, Security, to discuss any related issues. Extra keys and electronic access cards may be obtained through the Security and Life Safety Officer via company e-mail account or faxed on company letterhead to 604.688.0394. Alarms If you are contemplating the installation of an alarm system please discuss your needs with the Manager , Security and Life Safety, in advance. The Manager will alert you to particular efficiencies which stem from Pacific Centre operating an around the clock security team. Premises Security Measures Because any building system is only as effective as the people relying on it, we encourage you to review these security reminders to help you avoid unnecessary loss and problems within your premises: • When you secure your premises at the end of the business day, if applicable, lock all doors and then verify that they are properly locked. We recommend locking your suite entry door once the receptionist has left, even if people are working late elsewhere in the office. • Do not leave briefcases or handbags in clear view. Coats should be hung in a coat closet. Do not leave wallets in jackets hanging on chair backs and other articles of value unguarded for even a few minutes. Small articles, left in plain view are easy targets. • Laptops and other electronic devices should be locked away when not in use (consideration should be made to securely fasten computer equipment to a desk and components should be marked for identification in case of loss). • Keep all vault or safe combinations in a locked desk drawer. • Notify the Security Control Centre immediately if you notice a suspicious person loitering in or about your premises. Be suspicious of any person who enters your suite and when confronted makes excuses that they are lost or looking for another company. • Offices are most vulnerable during lunchtime and right before closing. At these times, there is often a lot of movement and people are frequently away from their desks. • Put serial numbers on all business equipment to aid police in locating the equipment if it is stolen. • If an employee is terminated for any reason, consider changing cylinders on the lock, resetting any safe or vault combinations they may have been entrusted with, and cancelling security access cards. • Keys kept on a keyring should never have an identity tag. If they are lost, they may easily be used by thieves to access your property. • If a delivery of goods is made at a corridor, do not leave items unattended. • Never leave your reception area unattended when your suite entry door is unlocked. • Report any lost access cards immediately to prevent use by unauthorized persons. Security and Life Safety Audits, Seminars, and Drills Security staff are available to complete physical security audits of tenant’s premises and will provide suggestions to improve or enhance procedures. Fire wardens must be appointed by each tenant and Cadillac Fairview ill provide free training for Fire Warden personnel. Mandatory fire drills are conducted once annually. Form time to time, Cadillac Fairview will offer seminars on emergency preparedness and related topics. The training is usually free of charge or for a nominal fee. Theft Report any suspected theft, no matter how small, to the Security Control Centre immediately. You should also notify the Police Department; they may be on the trail of a thief targeting office buildings and your report may help them complete their investigation more effectively. The insurance policy of the building does not cover the theft of tenants’ personal belongings. Personal property insurance is the responsibility of each tenant. Accidents All accidents should be reported to the Emergency Line at 604.688.9444. Pacific Centre security staff are trained in First Aid and will provide assistance when required. The following additional information will facilitate an efficient response: • Name and address of the injured party. • Time and location of the accident. • Details of the accident including any action taken by those present. • Witness names and how they may be contacted. Please do not attempt to move anyone who has been seriously injured. If you have called 911 or any emergency service for any reason, please advise Security personnel or the Lobby Representative immediately. Security will ensure appropriate support action such as arranging the use of an elevator for the responding emergency personnel. Solicitation Solicitation is not allowed in the building or on the building premises. Please notify the Security Control Centre immediately if you notice someone soliciting within the building. Report as much specific information about the person’s appearance and behavior as you can. Building staff will locate the person as quickly as possible and escort him/her off the premises. Safe Walk Program Security offers a Safe Walk service to escort your staff members requiring assistance to their vehicles, bus stop, SkyTrain, etc. This service is offered 24 hours a day, 7 days a week; to take advantage of this service, contact the Security Control Centre at 604.669.3241. Fifteen minutes advance notice is usually required. Courtesy Umbrellas Courtesy umbrellas are available for loan to tenants at the building lobby desks. Tenants are to present their access card to the Concierge to borrow an umbrella. Extra Security You may arrange additional security for special events, construction projects, or other purposes by contacting the Manager, Security at 604.630.5330. 24 hours notice is required to obtain additional security services. Emergency Procedures and Training Cadillac Fairview has prepared an Office Tenant Emergency Preparedness Manual specifically designed for tenants. Please refer to the Emergency Procedures Manual for information on emergency procedures and training. The Manager, Fire and Life Safety, can also conduct training sessions for organizations upon request. Fire drills and fire alarm tone-testing are also conducted annually to keep our tenants fluent in the evacuation procedures in case of an emergency. Again, please refer to the Office Tenant Emergency Preparedness Manual for information on this.