When an incident happens, your team shouldn't be figuring out what to do. They should be executing a plan. This template provides a starting point for building your own incident response procedures.
Playbooks handle the 80% of incidents that follow predictable patterns. Core elements: assess the scene, notify dispatch, secure the area, document everything, and hand off properly. Customize for each site and update after incidents.
Why Playbooks Matter
Under stress, people fall back on training. If your team hasn't practiced a response, they'll improvise—and improvisation under pressure leads to mistakes. A playbook gives officers a clear sequence of actions for common scenarios.
The goal isn't to script every possible situation. It's to handle the 80% of incidents that follow predictable patterns, freeing mental energy for the truly unusual situations.
Response Time Breakdown
Every minute matters in incident response. Here's where time gets lost in traditional vs digital workflows:
Incident Response Time Breakdown
Paper-based vs Digital workflows (in minutes)
Key insight: Digital workflows eliminate the 93% delay in incident detection through automated sensors and real-time alerts.
Core Elements of Every Response
Incident Types: What You'll Encounter
Understanding the distribution of incident types helps prioritize training and response procedures. Here's a typical monthly breakdown:
Monthly Incident Breakdown
Typical distribution for commercial properties
Key insight: 41% of incidents are high-priority (trespassing, theft, property damage, medical). Fast response to these events is critical for client satisfaction and liability reduction.
Medical Emergency Response
- Call 911 immediately for life-threatening situations
- Provide first aid within your training level
- Do not move injured persons unless there's immediate danger
- Clear a path for EMS arrival
- Assign someone to meet and direct emergency responders
- Document the timeline and all actions taken
Trespassing Response
- Approach calmly and identify yourself
- Ask the person to identify themselves and state their purpose
- If unauthorized, clearly request they leave the property
- Document the interaction regardless of outcome
- If person refuses to leave, contact local police—do not escalate physically
- Maintain visual contact until the person leaves or police arrive
Theft/Property Crime Response
- Do not pursue suspects off property
- Note physical descriptions: height, build, clothing, direction of travel
- Preserve the scene for police investigation
- Identify potential witnesses
- Secure any video footage before it's overwritten
- Complete detailed incident report
Fire/Evacuation Response
- Activate fire alarm if not already sounding
- Call 911
- Begin evacuation procedures per site plan
- Check assigned areas for occupants
- Account for personnel at assembly point
- Do not re-enter building until cleared by fire department
Customizing for Your Sites
Site-Specific Considerations
- Local emergency numbers and response times
- Site-specific hazards (chemicals, machinery, etc.)
- Client escalation contacts and notification requirements
- Access control procedures during incidents
- Media/public communication policies
Key Takeaways
- Playbooks give officers clear action sequences for common scenarios
- Core elements: assess, notify, secure, document, hand off
- Never pursue suspects off property—safety first
- Customize playbooks for each site's specific considerations
- Debrief after incidents and incorporate lessons learned
Written by
TeamMapTeam
TeamMap builds modern workforce management tools for security teams, helping companies track, communicate, and coordinate their field operations.
Continue Reading
Video Analytics for Security: Beyond Basic Surveillance
AI-powered video analytics can detect intrusions, count people, and identify anomalies. This guide covers practical applications and integration strategies.
Security Robots: Are Autonomous Patrol Units Worth It?
From Knightscope to Boston Dynamics, security robots are entering the market. We examine capabilities, costs, and realistic use cases for physical security.
Drones in Security: Use Cases, Regulations, and ROI
Drones are transforming perimeter security and incident response. This guide covers practical applications, FAA regulations, and calculating return on investment.