An eye on procedure

Whether covert or overt, all CCTV systems in the private or public domain must be operated under very clear guidelines. In most cases, a given scheme will boast a Code of Practice and a Procedure Manual.

Those Codes can vary in length and detail. What is essential is that their contents are readily available to managers and operators alike. They must cover salient points including the aims and objectives of the CCTV scheme, its partners, a statement of purpose and a list of principles governing the scheme. Privacy and Data Protection issues, accountability details, scheme assessment and maintenance schedules, staffing patterns, information on the control and operation of cameras and the management of images are also included.

The ‘health warning' on running a scheme without a Code of Practice is that if something did wrong, and the system were to be placed under scrutiny, not having clear instructions in place for operation and management may leave you open to criticism and, perhaps, prosecution or civil litigation.

The Procedure Manual contains the day-to-day instructions for running a scheme. Whereas the Code is the policy document and is not subject to change too often, Procedure Manuals change and develop in line with changes in routine as well as company practice. The main ingredients are a list of aims and objectives, details of access to (and control of) monitoring areas, the structure and staffing of the Control Room, record keeping, information on the actions of operators, crime investigation records, image management, partnership protocols, legislation updates and notes on the development of the CCTV system.

The Procedure Manual should be readily available and understood by any staff operating the CCTV scheme, whether it be a comprehensive multi-camera installation or a basic entrance lobby monitoring set-up. Again, it's important that your members of staff adhere to these procedures to avoid problems.

Remember that most CCTV failings in Court are the result of operator error in procedures, including the mishandling of tapes.

Good training is essential

The importance of staff training can never be underestimated. CCTV training has been under enormous discussion these past few years, but considerable progress has been made in developing operator requirements. The Security Industry Authority (SIA) has, of course, set licensing requirements for contract security officers monitoring public spaces. There also remains a requirement under the Data Protection Act 1998 to have your staff trained, and managers ignore this at their peril.

Effective training may be bought-in from a number of providers and at a variety of levels. There are formal qualifications available in the shape of ASET, BTec, City & Guilds and National Open College Network certificates on top of many independent courses.

The Security Institute's Working Party for its latest Guide would advise that on-site needs are considered very carefully. At present, in-house public space CCTV staff do not require a licence, but that shouldn't remain the case for too long. The other consideration here states that, if you invest money in improving the standards of your CCTV security staff, the likelihood would be the realisation of a better and far more effective service.

As a brief guide, your staff should be trained in the following areas:

• General - theory of surveillance, Control room layout and facilities, organisation structure and staffing policies, security screening, etc;
• Use of equipment - familiarisation of equipment, fault procedures, maintenance policy and the setting up of equipment for optimum use;
• operation of CCTV and other equipment in the Control Room - the set up and control of cameras, recording equipment and any other CCTV equipment, computer operation, radios and telephone systems;
• Proactive monitoring of CCTV - techniques for surveillance, identifying suspicious behaviour, tracking subjects, identifying risk areas and incidents versus occurrences;
• Reactive monitoring of CCTV - methods of searching for evidence, picture detail of incidents, procedures for handling incidents and evidence and priority areas;
• Areas of knowledge - the local geographical area, patterns of vehicle and person movements in those areas covered, risk areas and how to deal with other agencies (including the police service and the local council);
• Administration - form management, types of records in use, image management, audit trails, complaints and staff discipline policies, working times and shift patterns, etc;
• Health and Safety - basic Health and Safety rules, First Aid, emergency procedures and stress management;
• CCTV and the law - an understanding of all legislation pertaining to CCTV, the ethical use of cameras and privacy rights.

What is clear is that legislation is now being used to ensure that CCTV is operated legally, fairly and ethically. The Human Rights Act relates to the use of CCTV by public authorities, and maintaining a person's rights under the Act. Even if you are not a public authority, evidence gathered may be used in a Court of Law or at a tribunal, both of which are public authorities and so must comply with the Act.

The Regulation of Investigatory Powers Act is concerned with specific surveillance. Intrusive and directed surveillance may be required of your system. It's imperative you understand the implications of this Act should you be required to carry out surveillance (including covert surveillance).

Section 67 of the Sexual Offences Act 2003 deals with the inappropriate use of cameras for sexual gratification. This wide-sweeping piece of legislation has already taken casualties, most recently at the Sefton Control Room on Merseyside. On indictment, two years' imprisonment is a very real possibility.

Control Room management

Your Control Room is the ‘nerve centre' for all of your security operations. In reality, it could be a space little bigger than a broom cupboard as opposed to something that would challenge NASA's Mission Control for scope. Either way, the rules of engagement are the same. The very best Control Rooms have good security, unambiguous managerial guidance, well-defined operational procedures and enthusiastic and professional staff who are well trained and using the appropriate equipment.

The security of a Control Room sounds obvious, but many do not operate a ‘closed door' policy and, in this scenario, all sorts of individuals can enter the space with impunity. That should not be the case. CCTV images very often contain personal data, and the Data Protection Act is quite clear that only those people who require access to those images should in fact be allowed to do so.

In most cases the images will be of little consequence, but there is always the possibility that pictures seen may contain matters of a confidential, personal or traumatic nature. If your system is being deployed to collate sensitive material then it must be kept secure. If you carry out directed surveillance, confidentiality is of the essence.

Managing a CCTV Control Room requires much time and effort. Remember that the key part of any system is the staff operating the equipment. A CCTV Diploma is now available for managers, and this is highly recommended. If you choose not to undertake formal management training, it nonetheless remains the fact that some fundamental issues must be adhered to in managing the Control Room.

First, for the purposes of Health and Safety the Control Room is a place of work. This necessarily means that you have to comply with the appropriate legislation governing the equipment and staffing of the space.

Display Screen Equipment will be ubiquitous, so members of staff must have suitable screen breaks and their individual workspace tested and monitored under the Display Screen Equipment Regulations.

In addition, the Control Room will harbour a variety of electrical equipment (and therefore voltages). Staff must not be allowed to operate anything prior to full training and instruction. As part of the ongoing management of the CCTV system, proper maintenance records should be kept up-to-date at all times.

Staffing - and the selection of staff - is paramount. Screening must comply with current guidelines and appropriate criminal record checks carried out. If SIA-licensed staff are required, such licences require criminal record checks to confirm the suitability of candidates for licensing.

Further, interviewing and selection of staff should always be carried out in conjunction with your Human Resources Department - if you have one. If not, you must be aware of the criteria required for selecting staff.

Visual test for all staff

The staff selection procedure should include, wherever possible, a ‘visual test' to ensure that individuals possess appropriate skills and abilities. The following areas ought to be considered as part of the selection process:

• Visual information analysis - staff must be able to make sense of information, assimilating facts and details of events very quickly;
• Vigilance and attention - are they able to concentrate while performing a task over a period of time, without being distracted by other stimuli?;
• Sensory perception - are they able to see close environmental surroundings in really sharp focus?;
• Oral and written communication - an ability to speak and write in a clear and accurate way that is intelligible to the listener/reader;
• Interpersonal skills - the ability to work as a member of a team is absolutely vital;
• Stress tolerance - do they possess the skills needed to remain calm under pressure?;
• Self control - an ability to observe regular moral codes in relation to all information obtained from CCTV images;
• Manual dexterity - they must be able to make precise adjustments when operating camera controls quickly and accurately;
• Application of specialist knowledge - the need to apply local ‘intelligence' to make the CCTV operation that much more efficient.