Crisis management: the first 10 minutes
In the first 10 minutes of a crisis a guard follows six steps in order: assess what is happening without exposing themselves, raise the alarm by calling emergency services on 112, protect people, contain the problem as far as it is safe, communicate in the order of the escalation tree, and record. None of this is improvised: it is written in advance into the post orders and practised through scenarios, so that in the moment it happens out of habit.
Updated: 5 min readSources: 1
What should a security guard do in the first minutes of a crisis?
Follow a fixed order: assess, raise the alarm, protect people, contain, communicate, record. The order is the same for a fire, an intrusion or a medical emergency; only the details change.
- Assess: what is happening, where, who is at risk, is it still going on?
- Raise the alarm: call 112 and trigger the site alarm where the plan says so.
- Protect people: move them away from the danger according to the site plan.
- Contain: only what is safe — close a door, block access, steer people away from the spot.
- Communicate: supervisor, operations desk, client, in the order of the escalation tree.
- Record: times and actions, from the first moment.
The safety of people, including the guard, comes before protecting property. No step justifies entering an area that is in danger.
How does a guard assess a crisis quickly?
With four questions in a few seconds: what is happening, exactly where, who is at risk and whether it is still going on. Anything unknown is reported as unknown, not guessed.
- What: fire, smoke, leak, threat, injury, suspicious item, power cut.
- Where: floor, room, entrance — whatever responders will need.
- Who: how many people are nearby, whether anyone is hurt or cannot move unaided.
- Trend: growing, stable, over?
Assessment is done from a safe distance. If the guard cannot see without exposing themselves, they raise the alarm with what they know.
Who does a guard call first in an emergency?
Emergency services on 112 when people are at risk or there is a fire, and straight after that the supervisor, following the escalation tree. The guard follows the operator’s instructions.
- 112: the European emergency number, available everywhere in the EU, free of charge, from fixed and mobile phones, for any emergency service (European Commission).
- What to say: who they are, the address and exact spot, what is happening, how many are at risk. Stay on the line as long as asked.
- Medical emergency: call 112 and follow the operator’s instructions until help arrives.
- Meeting responders: decide who waits at the entrance and leads them to the spot.
How does a guard protect people and contain the problem?
By following the site’s evacuation or shelter plan, keeping routes clear for responders, and containing the problem only with actions that do not expose them.
- Site plan: evacuate through set exits to an assembly point, or shelter in a safe area, as the post orders say.
- Clear routes: doors, ramps and entrances stay open for responders.
- Cordon: nobody goes back into the danger area.
- Suspicious item: do not touch it, move people away, call 112.
- Headcount: at the assembly point, who is missing? It is the first thing responders will ask.
Post orders set out what the guard does and must stay within the law; they do not give a guard powers over people.
What is an escalation tree and how do you build one?
It is the written order of “who tells whom, when and how”, with a deputy for every name. It is built before the crisis and checked regularly.
- Level 1: emergency services (112), when people are at risk.
- Level 2: the security company’s supervisor or operations desk.
- Level 3: the client’s person responsible for the site.
- Deputies: if someone does not answer within a few minutes, who is next.
- Channel and message: phone, radio or app, and a short message template.
The supervisor’s part in escalation is covered in the security supervisor. At OVIT incidents are logged on the Guardly platform, so guard, supervisor, operations team and client share the same live picture.
Which crisis scenarios should a security post prepare for?
The ones that are realistic for the site: fire or fire alarm, intrusion, medical emergency, suspicious item, power cut, an aggressive person. For each, a few lines and regular practice.
- One page per scenario: first actions, whom to call, where people go, what not to do.
- Tabletop drill: the supervisor describes a scenario and the guard talks through what they do, step by step.
- On-site drill: routes, exits, assembly point, where panels and switches are.
- Fix it: anything that did not work in the drill changes in the post orders.
The scenarios and drills here are good practice, not a legal requirement we have verified. Their purpose is simple: in a crisis the guard should not have to think about the order.
What happens after the first 10 minutes?
The guard hands responders everything they know, keeps recording and writes a full incident report. The supervisor runs a debrief and fixes the plan.
- Brief responders: what they saw, what they did, who is missing.
- Report: times, actions, who was told, no guesses — see how to write an incident report.
- Debrief: what went well, what was slow, what changes in the post orders.
Want guarding with written, practised scenarios for your site? Ask for a proposal.
At a glance
- Six steps in a fixed order: assess, raise the alarm, protect people, contain, communicate, record.
- When people are at risk, 112 comes first; in a medical emergency, follow the operator’s instructions.
- People, including the guard, come before property.
- The escalation tree is written down, with a deputy for every name.
- Scenarios fit on one page and are practised regularly; whatever fails gets fixed.
Frequently asked questions
What is the emergency number in Greece?
112, the European emergency number, available everywhere in the EU, free of charge, from fixed and mobile phones, for any emergency service.
What should a security guard do in a medical emergency?
Call emergency services on 112 and follow the operator’s instructions until help arrives, while arranging for someone to meet responders at the entrance.
How often should crisis drills be held?
We have not verified a legal frequency. In practice, every guard should have practised their post’s scenarios before starting, and again whenever the post orders or the site change.
Sources
Every legal or pay point in this guide was checked against the official sources below.
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