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Safe and Secure Mail Center Operating Procedures Threat risk assessments should be conducted by a professional, but when it comes to mail center security, operating procedures must be developed locally.The General Services Administration tells Federal agencies that all decisions about mail center operating procedures, as well as every other aspect of mail center security, must be based on a risk assessment. Mail center security has always been a significant concern, but it became much more important after the anthrax attacks of October 2001. The subject of mail center security has always been broader than biological threats – it also includes mail bombs and bomb threats, preventing theft in the mail center, emergency planning, and comprehensive security management. Access to the mail center should be limited for anyone who delivers mail; they should be dealt with at a counter, and procedures should be established for handling unexplained or suspicious packages. The GSA says that, if possible, agencies should acquire an x-ray machine to scan mail. If mail volume is too low to justify acquiring an x-ray machine, consider partnering with another organization to x-ray. All mail, regardless of carrier, should be x-rayed, as should couriers and small package carriers. Once the mail has been x-rayed, inspect it for suspicious characteristics. If possible, do this in an area isolated from the rest of the mail center. Mark all packages with a stamp that says “x-ray” to acknowledge that it has been screened, if possible. Extra care and attention should be given to letters and packages addressed to any senior official whose names and/or positions give them higher public visibility. Meet with representatives from the senior management to establish procedures for mail and packages addressed to senior officials. Mark all packages and envelopes addressed to senior officials after you have screened them; the best practice is to use a large stamp that says “Inspected by Mail Services.” No letters or packages should be accepted at the Executive Area unless clearly stamped “Inspected by Mail Services.” This includes both internal and external deliveries. Disaster Preparedness: Training for Mail Bound Threats It only takes one bad delivery, or envelope opened, to cause widespread fear, panic and disaster across any type of facility. “Whether real or hoax, mail bound threats are as prevalent as ever before – with several thousand occurring across the world each month,” according to Keith James, a mail security expert with SoBran, Inc., Fairfax, VA. “It’s for that reason facility employees cannot take any chances – and must develop a keen understanding of the threats, and devise proper response mechanisms to minimize risk.” Safeguarding facilities, businesses and individuals from these potential disasters all starts with a comprehensive training strategy. Some tips for a quick and efficient response includes: • Recognizing and raising awareness: Analyze the threat as it applies to your facility. Educate staff on the reality of the threats – how they occur and employee roles in detection/prevention; • Encompassing entire teams: Establish this as a facility wide threat and involve everyone, not just those who handle mail on a daily or regular basis; • Thinking today: Institute a comprehensive training program that factors in the current threats and can be easily updated; • Taking no chances: Emphasize that every event is real, there is no such thing as a hoax and no room for assumptions. Any occurrence demands strict adherence to policy; • Assigning roles: Identify responsibilities and outline step-by-step processes for employees and managers; • Putting safety first: Institute tailored protocols and procedures that, in the event of a contamination or hazardous event clearly, define the steps to take to safeguard personnel and the facility. Accountable Mail GSA recommends establishing a closed loop manifest system for all accountable letters and packages (e.g., certified mail, UPS, FedEx). Verify the delivery manifest sheet to ensure that you have received all packages listed. Accept complete shipments only. A closed-loop system means that someone signs for each piece of accountable mail whenever possession changes. For example, the receiving clerk should require internal couriers to sign for all packages that they deliver. Always require a signature for accountable mail at the final point of delivery. Don’t leave any accountable mail at an unoccupied desk or mailbox. Have someone else in the department sign for the piece, or leave a note with directions to pick up the piece at the mail center. Retain copies of all accountable mail manifests, if possible. Install an electronic manifest system to speed up the process and increase accuracy. An electronic system also makes it easier to conduct research on past deliveries. Physical Security in a Mail Center/Facility If possible, make the mail center an enclosed room with defined points of entry. If you can’t put the mail center in its own room, then set aside a defined space that is used only for processing mail. Do not have employee lockers within the mail center. If possible, locate the mail center near the loading dock. This will allow the mail to travel directly to the mail center from outside and minimize the impact that any potentially contaminated mail will have on the rest of the building. Within the mail center, establish a separate space for processing incoming mail. For a small mail center, this might be no more than a defined part of a table or desk. In a large mail center, this could be a separate room. Be sure to check the ventilation system of the area you choose to ensure adequate airflow. Where the risk assessment, the volume of mail and a cost-benefit analysis make it appropriate, the mail center should have its own air handling and ventilation system. You may also consider establishing negative air pressure for the area where you process incoming mail or for the entire mail center. Down-draft tables with HEPA filters are a good way to limit employee exposure to routine dust as well as possible airborne hazards. You may also want to consider an isolated room with its own ventilation system and HEPA filters. If you regularly see suspicious letters or packages in your mail stream, you may want to obtain a glove box or biochemical hood in which to open them (a biochemical hood operates with negative air pressure). In any event, you should establish a relationship with a first responder organization that has a glove box or hood, so that they can open suspicious mail. Install alarms at each access point, and monitor them for after-hours activity. Install secure areas, such as safes or locked cabinets, for meters, express shipments and valuables. Reset combinations and re-key locks after significant employee transitions. Provide a separate and secure area for personal items (e.g., coats and purses). Consider prohibiting employees from taking personal items into the workplace. Where appropriate, use surveillance cameras to monitor the service counter and all entrances (Assure your employees that the cameras aren’t for tracking their movements, but for protecting them from potential threats.) Make sure that supervisors and team leaders are clearly visible from the floor. Proper supervision is a prerequisite for keeping personnel and your mail center safe. Leaders must be easily accessible to respond to emergency situations. Post signs around the mail center listing whom to call in the event of various emergencies such as fire, theft, suspicious package, etc. This is probably the most important step you can take in preparing to deal with emergencies or suspicious letters and packages. Daily Procedures Prepare detailed procedures for opening and closing the mail center. Make sure that logs and checklists are filled out and signed daily. The checklist for opening the mail center should include: • Check all locks/entrances; • Start visitor log; • Verify contents of safe/vault; • Take meter readings. The checklist for closing the mail center should include: • Take meter readings; • Secure meters; • File visitor log; • Secure all mail; • Create safe/vault contents log; • Check all locks/entrances. Establish daily procedures for cleaning the area and equipment used to process inbound mail. All flat work areas should be wiped down daily with disinfectant. All machines should be cleaned with disinfectant wipes and vacuums equipped with HEPA filters. Do not use pressurized air to clean equipment and machinery. Personal Protective Equipment GSA does not recommend mandatory use of personal protective equipment (PPE) if the risk analysis does not support it. This includes gloves, aprons, and respirators. On the other hand, GSA does recommend making PPE available for any mail center personnel who chose to use it. This equipment can cause problems, so any employee who chooses to use it must be trained. Removing gloves the wrong way can spread contamination, for example, and respirators can induce respiratory problems in some people. Respirators must be fitted by a trained expert to provide any useful level of protection. Managers must ensure that all equipment is kept clean and properly serviced. The Centers for Disease Control (CDC) provide guidance on selecting PPE to protect against bioterrorism, and the Occupational Safety and Health Administration (OSHA) provides guidance on using PPE in workplaces. For the most current information, refer to the Centers for Disease Control website: www.cdc.gov and the OSHA website at www.osha-slc.gov/. If some employees chose to use PPE, you should establish a log that lists when each employee completed equipment training. FSMSource: National Institute of Building Sciences’ Whole Building Design Guide.
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