STANDING OPERATING PROCEDURE FOR GATE SERVICES (SOP)
The following STANDING OPERATING PROCEDURE for GATE SERVICES is hereby established for compliance by the GATE ATTENDANTS and the RESIDENTS. It must be understood by both the Residents and the Gate Attendants that security demands a cooperative effort by all concerned. Further, the Spring Lake Hills Gate Attendants are not a police force with police powers. Every effort by all concerned should be directed at making our Security not only functional but "User Friendly."
1. The Director of Security shall be a member of the Spring Lake Hills Association and shall be appointed by and serve at the pleasure of the President of the Association.
2. The Gate attendants employed by the Association are under the direct supervision of the Director of Security and the President of the Association. Accordingly, only the Director of Security or the President shall issue direct orders to the Attendants. Residents with problems or complaints shall direct same to the Director of Security or in his absence to the President and “not” to the Attendants.
3. One Attendant shall be designated by the Director of Security as the Chief Attendant. In his or her capacity as Supervisor, they shall be responsible for the initial interview of new hires, training of new hires and supervising the day to day performance of the Gate Attendants.
4. At no time will Gate Attendants leave their post at the Main Gate to respond to internal situations or disturbances. Residents that call the Main Gate for assistance will be directed to dial 911 for emergency assistance or to direct their problem to any Association Board Member.
5. The primary function of the Gate Attendants is to control access to the Spring Lake Hills Subdivision. In that capacity the following rules shall be adhered to:
a) Each Gate Attendant shall present themselves to the on duty Gate Attendant ten (10) minutes before their scheduled shift in a neat and clean uniform as prescribed by the Director of Security. The oncoming attendant will check for any trash at the entrance way to Spring Lake Hills from Wymore Rd. to the gate house. Such trash will be picked up and properly disposed of. The attendant shall have consumed no alcohol for a minimum of 12 hours prior to going on duty and shall be drug free at all times.
b) It will be the responsibility of the off going attendant to ensure the gate house trash is disposed of properly and the area is clean for the oncoming attendant.
6. The attendant shall determine the admissibility of visitors based on the following:
a) Police and Emergency Vehicles: Upon the approach of any Police or Emergency Vehicle both gates shall be opened immediately. No attempt is to be made to determine their destination or mission. Be prepared to assist only as requested. Enter into the daily log only the time they arrived and departed. Additional information should be added only as it becomes known.
b) Visitors: Residents are encouraged to notify the Main Gate of any anticipated visitors. Such persons shall be granted immediate access. Surprise visitors pose the biggest challenge to the Gate Attendants. Visitors are to be treated with the utmost of courtesy in that the impression of our community is at stake. Gate Attendants will give a warm greeting and request their destination. The Gate Attendant will consult the Resident Data Base for prior authorization and if none exists, a call will be made to the resident for authority to admit. If authority cannot be obtained explain to the visitor the circumstances as to why they cannot be admitted and direct them to depart. In the event the visitor refuses to depart or penetrates security, notify the Seminole County Sheriff. Use all the tact and diplomacy at your command to avoid becoming confrontational.
To avoid the possibility of traffic crashes and to extend courtesy to the residents, the on duty attendant will make every effort to grant the right-of-way to the resident entrance gate.
c) Service, Delivery and Maintenance Vehicles: U.S. Post Office, UPS, FEDEX, Water Department, Telephone, Cable, Power Company and like type vehicles shall be granted immediate entrance. No attempt will be made to determine their destination.
d) Private Contractors and Workmen: Unless prior arrangements have been made, contact the resident for authorization. They shall be treated with the same courtesy and respect as surprise visitors.
e) Real Estate Agents: Obtain a business card and if in doubt as to the validity of the agent, request additional identification and the destination. Good judgment and common sense are of the essence.
7. Visitors may enter the subdivision at all times with the following exceptions:
a) Young adults, less than eighteen years old, shall not be allowed to visit after midnight unless prior approval has been received from an adult member in the home to be visited.
b) Surprise Visitors arriving after midnight will not be admitted. Only visitors arriving after midnight for which prior notification has been received will be admitted. No calls will be made to residents for authorization of visitors after midnight.
c) To reduce the number of unwanted visitors, the exit gates will be closed each evening starting at 10:00pm and will reopen at 5:00am each morning. The on duty attendant will utilize the side mirror attached to the south side of the gate house to observe vehicles approaching the exit gates. It will be the responsibility of the on duty attendant to open the exit gate for the departing vehicles during these hours. If an attendant is to use the restroom during the evening hours, the attendant will open one side of the exit gates while in the restroom. Once the attendant is available, the gate will again be closed.
8. Gate Attendants will not be armed. Firearms and other like type paraphernalia are prohibited to be on the person of any Spring Lake Hills Inc. employee at any time or in the gate house or in the employees automobile while on Association property.
9. Problems or disputes with residents, guests, police agencies, business entities or any other persons that cannot be resolved amicably shall be reported first to the Chief Attendant; in his absence then to the Director of Security, President of the Association or any other Board Member as available.
10. Gate Attendants will maintain a log of noteworthy events during their shift. A log book will be provided for the purpose of each attendant signing in at the beginning of each shift and documenting any incidents during the shift. First line entry will be date, time and name of attendant reporting for duty (i.e. 11-24-2007 / 3:00pm James Jones assumes the watch). Below the first line entry will be entries of incidents during the shift (i.e. Emergency Vehicles entering the Subdivision, vehicles crashing into the gate house and walls, unauthorized entries, time and reason attendant called for Police). When in doubt, record it. If damage occurs to Spring Lake Hills property due to vehicle crashes, the on duty attendant will call 911 and ask for the Police to respond. The attendant will leave the visitor entrance closed and check for injuries. The attendant will make an effort to write down the tag number, make and model of the vehicle in order to assist the Police should the driver decide to leave the scene. At no time should the attendant attempt to obtain any information from the driver if the individual is hostile or belligerent. If the driver is cooperative, obtain driver license number, insurance information, name and phone number. Once the Police have finished their investigation, obtain a case number from the Agency responding prior to their departure. The Director of Security will be contacted immediately.
11. 90 Spring Lake Hills Drive, Altamonte Springs, FL 32714 (the gate house) is the official address of the Association. Association mail is delivered there and it shall be the responsibility of the Gate Attendants to accept and protect any mail or packages for the Association until picked up by the Association Treasurer, the President or designated representative. Under no circumstance is any mail or packages to be opened or tampered with in any manner. Additionally, Gate attendants may accept like type items for residents and will be safeguarded as above. Residents will be notified as soon as possible that they have property at the Gate House.
12. The telephone in the Gate House is for official business only and is to be used primarily to notify residents of incoming guests or to receive calls from residents of anticipated arrivals of guests and for emergency purposes. Residents may use the telephone for emergencies or other unusual circumstance.
13. Supplemental instructions may be issued from time to time by the Chief Attendant, the Director of Security or the President of the association relating to housekeeping, uniforms or procedures.
14. If changes are made to this SOP, a copy of these changes will be given to each attendant. Once the attendant has received the new SOP, the attendant will sign a receipt acknowledging they have received and understand these changes.
Approved this 1st day of January 2008
Howard McDonald, President