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Contents

Introduction................................................................................................................1
Chapter 1 .......................................................................................................................2
Staff Responsibilities .................................................................................................2
1 Security officer ..............................................................................................2
2 ICT officer .....................................................................................................2
3 Radio room supervisor (if appointed)............................................................3
4 Radio operators..............................................................................................4
4.2 Administration ...............................................................................................5
4.3 Occupational Health and Safety ....................................................................6
4.4 Security ..........................................................................................................6
4.5 General...........................................................................................................6
Chapter 2 .......................................................................................................................7
Expected conduct of UN radio operators...................................................................7
Arriving on duty.........................................................................................................7
Handover....................................................................................................................8
While on duty.............................................................................................................8
Vehicle tracking.....................................................................................................8
Voice logs ..............................................................................................................8
Radio checks..........................................................................................................9
Other duties............................................................................................................9
Chapter 3 .....................................................................................................................10
Emergency calling procedures.................................................................................10
Emergency voice call...........................................................................................10
Collecting emergency information ......................................................................11
Imposing Radio Silence.......................................................................................12
Lifting Radio Silence...........................................................................................12
Break procedure...................................................................................................12
Emergency beacon call........................................................................................13
Emergency telephone call....................................................................................15
Chapter 4 .....................................................................................................................16
Vehicle tracking .......................................................................................................16
Introduction .........................................................................................................16
Equipment and staff requirements .......................................................................16
Tracking requirements .........................................................................................16
Planning the Mission ...........................................................................................17
Responsibilities/Requirements ............................................................................17
Radio procedures .................................................................................................18
While on the road ................................................................................................19
Arrival at Final Destination .................................................................................20
Instructions for radio rooms ................................................................................20
Missing radio checks and security incidents .......................................................21
Satamatics satellite tracking system ....................................................................21

Chapter 5 .....................................................................................................................23
Radio checks ............................................................................................................23
Radio serviceability checks .................................................................................24
Daily sub-office radio checks ..............................................................................25
Staff security radio checks...................................................................................25
Major Incident Radio Check................................................................................28
Staff Accounting Procedures ...............................................................................29
Chapter 6 .....................................................................................................................30
Terrorist threat .........................................................................................................30
Radio room responsibilities .................................................................................30
Chapter 7 .....................................................................................................................31
Evacuation of the radio room...................................................................................31
Chapter 8 .....................................................................................................................32
Medevac...................................................................................................................32
Chapter 9 .....................................................................................................................33
Malicious call/ misuse of the radio/ interference to network...................................33
Malicious calls .....................................................................................................33
Misuse of the Radio .................................................................................................33
Interference to Network ...........................................................................................34
Chapter 10 ..... 35
Annex A
Annex B
Annex C
Annex D
Annex E
Annex F
Annex G

Radio Room UN Staff Movements......................................................36


Radio Room Voice Log .......................................................................37
Telephone and Fax Log .......................................................................38
Emergency Voice Call Message Form ................................................39
Terrorist Threat Checklist....................................................................40
Vehicle Tracking Sheet........................................................................41
Telecommunications Abuse Incident Log ...........................................42

Document owner:

WFP- Dubai / FITTEST

Contact fittest@wfp.org for latest updates


Updated for WFP Sudan on 18/05/2010

ii
Standard Operating Procedures

Introduction
Security of all United Nations staff members continues to be our main priority.
By nature of their missions, UN staff members are often working in hazardous
conditions and areas.
To minimise the security risks, the UN has implemented a Minimum Operating
Security Standards (MOSS) as defined by UNSECOORD/UNDSS.
As part of the security system, UN radio rooms are to provide the services required
under MOSS.
The aim of the Standard Operating Procedures (SOP) is to assist all radio operators
in:
performing their daily duty
and to provide a quick response in case of emergency.
This document outlines the standard operating procedures for radio room staff.
The radio room SOP is to be made readily available to the radio operator on duty.

1
Standard Operating Procedures

Chapter 1
Staff Responsibilities
1
Security Officer
Throughout this document, the title of security officer(s) should be understood as
staff designated as Security Officer(s) or the security focal point.
1.1

The Security Officer is required to be contactable at all times and is


responsible to ensure the radio room is informed on how to contact them. At
least two different means of contact should be available at all times.

1.2

In the unlikely event that the Security Officer is unable to be contacted during
an emergency, the radio room will then report directly to the Emergency
Coordinator & DRD/RD and inform the radio room supervisor (if appointed)
and the ICT Officer.

2
ICT officer
Reporting directly to his immediate supervisor or the DRD/RD, the ICT Officer
responsibilities include but are not limited to:
2.1

Overall supervision of the radio room(s).

2.2

Providing technical support as required.

2
Standard Operating Procedures

3
Radio room supervisor
Reporting directly to his immediate supervisor or the ICT Officer, the radio room
supervisor has responsibility for, but not limited to, the following tasks:
3.1

Directly supervise radio room staff in all matters related to the operation of
the radio room.

3.2

Ensure radio room personnel maintain successful radio contact with all users,
stations and vehicles operating on United Nations radio networks or networks
under their control.

3.3

Guarantee efficient communications and information flow for all involved


units and agencies.

3.4

Ensure that all network users are complying with UN standard radio
procedures and maintaining discipline on relevant networks.

3.5

Ensure an exact log for all communication is recorded and dispatched without
delay to the receiving Officer/Unit.

3.6

Ensure strict confidentiality of all relevant messages transmitted and received


through the radio room communications systems.

3.7

Ensure radio room personnel are familiar with the correct operation of all
office equipment(s).

3.8

Provide training when and if required.

3.9

Immediately inform the ICT Officer on faults within the telecommunication


networks and undertake the necessary actions to provide a prompt reestablishment of the service.

3.10

Assist the ICT Officer in the installation and arrangement of equipment and
fixtures when required.

3.11

Prepare radio room shift rosters in a timely manner.

3.12

Liaise with other UN inter-agency radio rooms to maintain correct contact


information databases such as call signs, Selcalls and telephone numbers.

3.13

Inform the ICT Officer on the MOSS status of the UN radio rooms and assist
with the recommendations on upgrades for MOSS compliancy when required.

3.14

Prepare monthly reports on activities of the radio room as required.

3.15

Perform other related duties as required (e.g. standby shift worker).

3
Standard Operating Procedures

4
Radio operators
Within delegated authority and under the general supervision of the radio room
supervisor if appointed, otherwise the ICT Officer, the radio operator has the
responsibility for, but not limited to, the following tasks:
4.1

Radio

4.1.1 Maintain radio contact with all radio users, stations and vehicles operating on
the United Nations inter-agency radio network(s) under their responsibility.
See Chapter 5 for further details.
4.1.2 Ensure efficient communications and information flow for all units and
agencies.
4.1.3 Maintain strict confidentiality of all relevant messages sent and received
through the radio room communications systems.
4.1.4 In case of an emergency immediately inform the Security Officer and radio
room supervisor.
4.1.5 Ensure all network users are complying with standard radio procedures and
that call signs and radio discipline are strictly maintained.
4.1.6 Immediately advise the radio room supervisor or ICT Officer on faults in the
telecommunication networks and undertake all necessary actions to provide a
prompt re-establishment of service.
4.1.7 Assist the ICT officer in the installation and arrangement of equipment and
fixtures where needed.
4.1.8 Conduct daily contact with UNDSS Security Officer / deputy or individual
UN agency Security Officers, to confirm any changes in UN staff movements
within their area of responsibility prior to staff radio checks being conducted.
Annex A contains an example of the sheet.

4
Standard Operating Procedures

4.2

Administration

4.2.1 Liaise with other UN inter-agency radio rooms and maintain contact
information databases such as callsigns, selcalls, email and telephone
numbers.
4.2.2 Continually check and update contact information of staff and visitors
working within own agency.
4.2.3 Maintain voice logs for all radio transmissions transmitted and received over
UN radio networks. Annex B contains an example of the sheet.
4.2.4 Conduct a complete and informative handover to incoming shift radio
operator before departing the radio room.
4.2.5 Inform the radio room supervisor or the ICT Officer on the MOSS status of
the UN radio rooms and assist with the recommendations on upgrades for
MOSS compliancy where needed.
4.2.6 Provide the radio room supervisor or the ICT Officer weekly radio room
status reports.
4.2.7 Perform other related duties as required by radio room supervisor / ICT
Officer
4.2.8 Ensure the telephone and fax log book is completed after all international and
mobile phone/fax calls are made indicating private or official call, length of
call and to whom. Annex C contains an example of the sheet.
4.2.9 Maintain the cleanliness and general tidiness of the radio room.
4.2.10 Ensure all radio room stationery is in stock.

5
Standard Operating Procedures

4.3

Occupational Health and Safety

4.3.1 Have a sound understanding of required procedures when receiving a terrorist


threat. See Chapter 6 for further details.
4.3.2 Be familiar with radio room evacuation procedures. See Chapter 7 for further
details.
4.3.3 Be aware of all possible electrical hazards located in the radio room.
4.3.4 Display a sound understanding of fire fighting equipment located in the radio
room and its operation.
4.3.5 Ensure volume levels of all radios are set at comfortable levels for hearing in
the office.
4.3.6 Have an awareness of physical issues related to continuous sitting in an
operating position or at a computer for extended periods of time.
4.3.7 Know the location of medical facilities and/or first aid kit.

4.4

Security

4.4.1 Restrict access to the radio room to authorised personnel only.


4.4.2 Report to radio room supervisor or ICT Officer any security breaches on UN
radio networks or radio room.
4.4.3 Remain vigilant for suspicious packages located in and around radio room
vicinity.
4.4.4 Report to the radio room supervisor, ICT Officer or Security Officer any loss,
damage or theft of any radio equipment.
4.5

General

4.5.1 No eating or drinking is allowed within close proximity of operating positions


and computers.
4.5.2 Watching television and listening to commercial radio is not allowed in the
radio room.

6
Standard Operating Procedures

Chapter 2
Expected conduct of UN radio operators
The primary responsibility of the radio room is safety and security for all UN staff.
All radio operators need to bear this in mind and act accordingly. It is essential all
users perceive this service as professional, and one which can be relied upon.
Operational related communications are secondary.
Radio operators should therefore:
Be firm but polite at all times.
Arrive on duty groomed as expected for UN staff.
Maintain an organized and clean workspace.
Always remain vigilant.
Not leave the workplace without a replacement.
Not engage in discussions of a confidential nature with users but direct them
to speak to the ICT Officer or in their absence, the agency Security Officer.

Arriving on duty

Arrive on time, every time. Aim to arrive on duty approximately 15 minutes


before the shift is due to commence, ensuring time for a proper handover prior
to shift change.
On taking over the shift, ensure all radio room equipment is switched on and
operating correctly.
Ensure the correct channels and frequencies are selected on the radios and the
volume is audible.
Report all radio related problems/faults to the radio room supervisor or ICT
Officer.
Understand it is your responsibility to ensure you receive a thorough
handover.

7
Standard Operating Procedures

Handover

Ensure you brief your colleague on all vehicles you have tracked during your
shift and make certain all the messages received will be followed up by the
relieving radio operator.
Both radio operators shall sign the voice and handover logs. The radio
operator who is completing the shift is to sign off first, with the relieving radio
operator to sign on as taking over the shift. After signing on into both logs, the
relieving radio operator on shift will be responsible from that point onwards.
Report any irregularities to radio room supervisor or ICT Officer.
Ensure you handover the radio room to your colleague clean, tidy and
organized.
Ensure all relevant information from your shift is passed on in the handover. If
there are any unsettled or unclear issues make sure you clarify all information
related to this and address them promptly.
It is your responsibility to ensure a full handover of events during your shift is
provided to the relieving radio operator.

While on duty
Vehicle tracking
All vehicle tracking is to be conducted according to procedures detailed in
Chapter 4 of this manual.
All contact with vehicles is to be logged onto the vehicle tracking sheet.
All closed vehicle tracking movements are to be placed in the relevant
folder.
Radio rooms with white boards erected on the walls can use one board for
vehicle tracking, Allowing for instant tracking updates. This is in addition to
the use of vehicle tracking sheets (and Satamatics if available).
Voice logs
All messages transmitted or received by radio or phone should be logged
before being dispatched.
All outgoing mobile and satphone calls should be logged on an appropriate
sheet for cost accounting purposes.
An example of radio room voice logs is shown in Annex B.
Telephone and Fax Log
An example of the telephone and fax log is shown in Annex C.

8
Standard Operating Procedures

Radio checks
With regard to the countries current security phases, radio checks are to be
conducted with all staff and radio contact made with other radio rooms. See
Chapter 5 for detailed instructions.
Provide statistics on radio checks and forward to radio room supervisor,
Security Officer and/or ICT Officer.
Other duties
Ensure all messages which are received are relayed immediately to
addressees, by preference in hardcopy or email.
Check the radio room email (Lotus Notes) at least once per hour.
The radio operator will assume responsibilities of switchboard operator as
required.
Update the contact list database with information received from all UN
partners.
Administrative tasks: vehicle and radio check statistics. (As detailed by radio
room supervisor or ICT Officer).
Report any irregularities to the radio room supervisor or ICT Officer and log it
in the handover log with all information available (disturbances on the
network, non compliance on procedures, selcall, callsigns etc).
Ensure enough copies of vehicle tracking sheets, voice log sheets, phone log
sheets etc, are available for the next days operations.
The radio room is a security service and all radio operators are required to remain
vigilant and awake at all times.

9
Standard Operating Procedures

Chapter 3
Emergency calling procedures
Emergency calls are made when There is a grave and imminent danger to life,
and can have several reasons to be transmitted. Emergency calls may be made over
any of the communication means employed within the UN such as, HF radio, VHF
radio and telephone (land line, mobile or satellite).
Reasons for an emergency call to be initiated are:
False alarm (accidental or to produce interference).
Serious traffic accident.
Robbery.
Attack.
Abduction.
These calls can be either a voice call requesting immediate assistance or a preprogrammed sequence in the radio equipment initiated by the user (panic button).
Emergency voice call
When an emergency voice call is received via HF or VHF radio, it has absolute
priority over all other transmissions. It is to be treated seriously and all essential
actions taken with this in mind.
Radio operators may have just the one opportunity to record the information
transmitted by the caller. The caller may have suffered personal injury and become
unconscious or have had the radio taken away from them. Therefore, all details of the
initial emergency call must be as accurate as possible.
Three important pieces of information a radio operator will need to receive are:
WHO
(Your call sign)
WHERE
(Your location)
WHAT
(Nature of emergency)
Commonly referred as WWW Who are you; Where are you and What is the
problem.
An emergency call is to be spoken using the following procedure:
EMERGENCY, EMERGENCY, EMERGENCY
Kilo Foxtrot Base this is Kilo Foxtrot Eight Three Three EMERGENCY over
The radio operators initial response to the emergency call would be to ask the caller
for their location and emergency information.
Example:
Kilo Foxtrot Eight Three Three this is Kilo Foxtrot Base what is your location and
what is the nature of your emergency over.

10
Standard Operating Procedures

Collecting emergency information


The following information should be considered by the radio operator during an
emergency:
Always ask the caller for location and nature of the emergency. (i.e. is it a
major traffic accident, abduction or other?).
What type of assistance is required (i.e. police, medical, military).
Is the area of the emergency safe (i.e. in the case of a hijacking, have the
hijackers departed the area?).
Immediately after the information has been received:
Contact the Security Officer or the security focal point of the parent agency of
the emergency and pass on the relevant information.
Ensure to record full written details of the emergency call including the time
the emergency call was first transmitted. Continue to record all details until
the completion of the incident. (This is a legal obligation).
Immediately impose radio silence on the channel, and/or clear the channel of
other users, informing them to use the secondary channel to pass
administrative traffic. (see below for procedure).
If another user is in a position to provide assistance, inform them to stay on
the channel, remain silent until requested to assist.
Continue to listen out for additional information on the channel/frequency the
emergency call was transmitted.
In all cases get the location of the emergency, preferably related to an easily
identifiable location (i.e. are GPS coordinates available?). This is especially important
if the location given deviates significantly from what the tracking sheet suggests.
Ask for names and numbers of persons involved. It is preferable to use callsigns and
not names; however the situation of the caller must be considered and generally
speaking in most emergencies staff will revert to their names. This is to be expected
during stress related incidents.
In case of a car accident or trauma type incident, attempt to find out who is injured
and what type of injuries have been sustained.
All received details should be noted in the emergency voice call message form. These
details are essential for the security officer. Annex D contains an example of the sheet.
During an emergency situation, access to the radio room is to be controlled. Radio
operators, Security Officers, emergency coordinator (or representative) and UN
medical personnel should be the only staff members permitted access to the radio
room.

11
Standard Operating Procedures

Imposing radio silence


When an emergency voice call is received over an HF or VHF radio, radio silence is
to be immediately imposed to reduce the possibility of interference by other users on
the channel.
The procedure to implement radio silence is as follows
SILENCE, SILENCE, SILENCE
All stations this is Kilo Foxtrot Base.
Unless urgent, maintain radio silence on this channel until otherwise directed.
Kilo Foxtrot Base maintaining loudspeaker watch on secondary channel out

It is important to remember to monitor the secondary channel as well. You may


have to deal with another emergency.
Lifting Radio Silence
On completion of the emergency, radio silence is lifted on the channel used during
the emergency to allow normal use of the channel
SILENCE LIFTED
All stations this is Kilo Foxtrot Base
You are advised radio silence is lifted on this channel.
Normal radio operations have commenced out
It is important to remember to transmit the same Silence Lifted message on the
secondary channel, allowing users who shifted to this channel during the
emergency to return to the primary channel.
Break procedure
When a requirement arises to interrupt a radio conversation to allow the transmission
of an emergency voice call, Break procedure is to be used. The procedure allows
two stations currently using the channel to pause their conversation, allowing an
urgent transmission to be made:
BREAK, BREAK, BREAK
The station about to transmit the emergency voice call then pauses and listens to
ensure the other communication has ceased, before continuing to transmit the
emergency voice call.

12
Standard Operating Procedures

Emergency beacon call


As for the emergency voice call, the emergency beacon call has absolute priority over
all other transmissions. It is to be treated seriously and all essential actions taken with
this in mind.
Once the emergency button on the VHF radio has been pressed, a tone will be heard
on the selected channel and the activated radio will automatically transit between TX
and RX every 20 seconds.
The activated radio will appear to be switched off to those in its area; however the
radios microphone is still activated and the microphone signal is amplified. The
radio is unable to receive any transmissions whilst the beacon is activated. (The radio
can be reset and operated in a normal manner by removing the battery and then reattaching it).
During the radios 20 second TX cycle, radio operators are to listen for information
which may be received through the radio. The information received may assist in
identifying the location and the problem associated with the reason for the emergency
beacon being activated:
Examples: vehicle being hijacked / staff being abducted.
During the 20 second period in which the tone is being transmitted by the activated
radio, the radio operator is capable of coordinating any response and assistance with
other radio users possibly located near the area of the activated radio.
On activating the emergency beacon, the radio will transmit the radios ID. An
example of the ID could be either a nine digit code or the call sign of the radio.
For example, the radio may transmit 161006804 which identifies the country,
location/town, agency and users ID. Alternatively it may transmit SUD JF 8.4
identifying the users callsign.

The radio does not provide GPS coordinates of its location.

Similar to the emergency voice call, the following procedure is to be followed Immediately the beacon and radio identification has been received inform the
Security Officer or the security focal point of the parent agency of the
emergency and pass on the relevant information.
Ensure to record full written details of the emergency call including the time
the emergency call was transmitted. Continue to record all details until the
completion of the incident.
Immediately impose radio silence on the channel, and/or clear the channel of
other users, informing them to use the secondary channel to pass
administrative traffic.

13
Standard Operating Procedures

If another user is in a position to assist, inform them to stay on the channel,


and remain silent until requested to assist.
Continue to listen out for information on the channel the emergency beacon
was activated on in an attempt to identify the location, problem and any other
relevant information.
If Silence procedure had been implemented, once the emergency has been
concluded, Silence Lifted procedure is to be carried out.

14
Standard Operating Procedures

Emergency telephone call


When an emergency call is received by telephone it has absolute priority over all
other transmissions. It is to be treated seriously and all essential actions taken with
this in mind.
The same information should be considered by the radio operator during the
emergency telephone call as all other emergency calls (as previously discussed).
Transmit on HF and VHF and inform all users an emergency call has been received
by telephone and have them standby in case assistance is required.
Important points to remember:
It is important when receiving an emergency call to remember that:
The person requesting assistance is in a perilous situation, radio procedures may
not be correctly adhered to. They may shout over the radio, the speed of their
speech may increase, and communications with them may become difficult. This is
due to their situation and stress levels.
Once the radio operator has received the emergency call and passed the information
onto the relevant authorities, they should attempt to calm the caller by using various
techniques.
Inform the caller assistance is being organised.
Let them know when help has departed and on its way to the scene.
Keep the caller informed of developments, but NEVER provide false hope.
Keep the telephone line open and attempt to identify an alternative means of
communications (radio, mobile, sat phone etc).
For example never say help is on its way if it is not. Only transmit the actual facts
when they are provided to you. False hope can kill.
Be aware your own stress levels will rise due to the nature of the situation you are in.
This is a normal reaction and not a weakness. It is important radio operators perform
to the best of their ability during emergency situations. To assist you in this
Take a deep breath.
Have some water close by.
And most importantly Focus on the task at hand. By remaining as calm as possible you will assist
those who are in need of assistance.

15
Standard Operating Procedures

Chapter 4
Vehicle tracking
Introduction
Vehicle tracking procedures are to be carried out with all UN vehicles traveling
outside cities, and/or towns, in any given country or region.
Vehicle tracking allows the whereabouts, safety and/or security of vehicles and their
passengers to be known at all times by responsible authorities via the radio rooms.
Equipment and staff requirements
Each vehicle is to have an operational HF and VHF radio installed, which
forms part of the MOSS requirement and security phase for any particular
area.
Drivers and preferably also passengers are to have a good knowledge of radio
procedures, callsigns and selcall procedures, monitoring frequencies and
calling channels/frequencies for respective areas.
Updated contact details, extracts from radio manuals and a tracking point map
(if applicable) should be made available in hardcopy in each vehicle.
When driving the vehicles, it is not the drivers responsibility to operate the
radio. The passenger is to assume the responsibility of making contact with
the tracking radio room otherwise the driver has to stop the vehicle to carry
out any radio checks.

Tracking requirements
All UN vehicles traveling outside the perimeters of the city/town/area are
tracked to the destination location (with approved security clearances).
The radio room performing the tracking for a certain vehicle is called the
Tracking base, which is usually the departure location.
The tracking base is to inform the destination radio room of the vehicle
departure time.
For long trips (with multiple departure points), if a departure point does not
have a radio room, the initial tracking base is to maintain the responsibility of
tracking the vehicle until responsibilities have been handed over to the
destination radio room.

16
Standard Operating Procedures

Planning the Mission


The UN security clearance form is to be completed in its entirety, including
relevant vehicle tracking information and submitted as per UNDSS
procedures.
A convoy leader should be selected if more than one vehicle is travelling.
Responsibilities/Requirements
Before leaving base:
Once approval for the mission has been obtained from UNDSS, a copy of
the security clearance information is to be provided to the radio room,
detailing passengers travelling, their callsigns, mobile and satellite phone
numbers and other required information.
If radios, in accordance to the security phase, are required, a radio check
should be made with the radio room before departing the compound to
ensure the equipment is operating correctly.
The convoy leader (or driver/passenger if only one vehicle) is responsible
for calling the tracking radio-room.
Whilst travelling:
The tracking radio room is responsible for maintaining a separate tracking
sheet for each convoy. When the convoy is handed-over to another radioroom, the tracking sheet should be closed and a new one opened by the
radio-room assuming the vehicle tracking responsibilities.
Tracking radio-rooms are to "hand-over" the convoy to another radioroom, when the convoy (or vehicle) leaves it's area of coverage. They must
ensure that contact between the convoy and the new tracking radio-room
has been established.
It is important to reset the vehicles odometer to 0 (zero) before starting the road
mission. If an incident/accident happens, the distance from its departure point
can easily be read from the odometer. The distance in miles/kilometres from the
departure point is very suitable for tracking data.
All care must be taken by drivers of vehicles fitted with HF radios. Passengers
traveling in UN vehicles are to be made aware of the dangers associated with HF
transmissions. Drivers are to ensure passengers are clear of the HF antenna fitted to
the vehicle when about to commence HF operations. RF (radio frequency) burns can
be received by anyone if they are in contact with the HF antenna during HF
transmission.

17
Standard Operating Procedures

Radio procedures
Vehicle tracking communication can be established and conducted by means of HF,
VHF, satellite or mobile phone.
Emergency and tracking communications have immediate and full priority on VHF or
HF channels.
When a convoy (or vehicle) leaves base, the convoy leader calls the tracking base to
confirm the convoy is departing.
Example:
November Foxtrot Mobile 3621 is the callsign of the lead vehicle in a convoy of
several vehicles enroute from BF Base to W2.
NBF Base, NBF Base this is November Foxtrot Mobile 3621 over.
November Foxtrot Mobile 3621 this is NBF Base go ahead over.
This is November Foxtrot Mobile 3621, tracking data for mobile 3621. Now
leaving BF Base enroute to W2 over.
November Foxtrot Mobile 3621 this is NBF Base roger, call within the next 30
minutes. NBF Base out.
As seen above, only the lead vehicle call sign is used. There is no need to broadcast
how many vehicles and passengers are traveling in a convoy. By restricting the use
of callsigns we not only disguise the nature of the convoy, but also how many
vehicles/passengers are traveling.
Remember, the radio room holds all relevant information regarding the convoy.
When referring to a particular location, unless otherwise adapted, use the letter
assigned to it, as used in the VHF/HF callsign structure.
Example:
"Kilo for Khartoum
Mike for Malakal
India for Kosti
Oscar for Obeid
Zulu for Damazine

18
Standard Operating Procedures

While on the road


In accordance with the MOSS status and the security phase, the lead vehicle, or
passenger nominated as convoy leader, should call the tracking base at regular times,
and/or at designated waypoints. If contact is not made with the tracking base, another
base can be contacted and asked to relay the tracking information to the tracking base.
During this check-in, the lead vehicle gives its vehicle mobile call sign and current
position, as well as any relevant information (road condition, incidents, etc). The base
closes the call by confirming when the vehicle should call in next.
The following examples shown are using callsigns associated with HF
communication procedures.
Example:
NBF Base, NBF Base this is November Foxtrot Mobile 3621 over.
November Foxtrot Mobile 3621 this is NBF Base. go ahead over.
This is November Foxtrot Mobile 3621, tracking data for mobile 3621. Position 20
km from W1, enroute to W2. Operations normal, over.
November Foxtrot Mobile 3621 this is NBF Base, roger. Call us within the next 30
minutes. NBF Base out.
Example: Station relaying tracking data.
NBF Base, NBF Base this is November Foxtrot Mobile 3621, over.
NBF Base this is November Foxtrot Mobile 3621, nothing heard, out.
November Foxtrot Mobile 3621, this is NKF Base I have you loud and clear, send
your message over.
NKF Base, NKF Base this is November Foxtrot Mobile 3621, relay following
message to NBF Base, tracking data for mobile 3621. Position 20 km from W1,
enroute to W2. Will call again in 30 minutes, over.
November Foxtrot Mobile 3621 this is NKF Base, roger, will pass to NBF Base, out.

If the convoy leader should forget to call in, the tracking radio room will
initiate a radio check to confirm operations normal, no more than 10
minutes after the tracking report is due.
At any given relevant points (Whiskey/X-Ray/Yankee/Zulu points) on the
road, the convoy leader will call the tracking base, passing the same
information as above. The convoy leader closes the call by confirming from
where the next call will be made.
If, for any reason, the trip is interrupted (site visit, lunch, etc.) for more
than 10 minutes, the convoy leader should inform the tracking base both
when they depart the vehicle and when they continues the trip.
If there is an incident (roadblock, traffic jam, major accident, security
problems), the convoy leader passes on the relevant information to the
tracking base immediately.

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Standard Operating Procedures

Arrival at Final Destination


When reporting arrival, it is important to observe the following guidelines.
Destination refers to the actual point of passenger disembarkation, not the edge of
town.
A call to the tracking radio room is made when the vehicle arrives at its
final destination and passengers exit the vehicle.
It is the task of the tracking radio room to log all entries on the tracking
sheet. When a vehicle reaches its destination, the tracking sheet is closed.
The radio operator signs off on the tracking sheet when the vehicle confirms
it has reached its destination and files the sheet in a dedicated folder.
If, however, a vehicle has reached its destination, but continues to drive
around in the proximity of its destination, the Convoy Leader is to continue
to provide tracking data, and the tracking sheet cannot be closed.
If the final destination does not have a UN radio room or security focal
point, the vehicle tracking will continue until such place is reached
(regardless of period the mission is staying in such location). In case of
overnight stay, or longer period of stay in such location, the tracking radio
room must be informed and briefed on the situation.
Example:
NBF Base, NBF Base this is November Foxtrot Mobile 3621, over.
November Foxtrot Mobile 3621, this is NBF Base, go ahead, over.
This is November Foxtrot Mobile 3621, Arrived at destination over.
November Foxtrot Mobile 3621, this is NBF Base, roger, NBF out.
Instructions for radio rooms
Only use the vehicle tracking sheet attached in Annex F for all tracking
data.
When a tracking sheet is closed (the vehicle has arrived at its destination),
the sheet is to be filed in a dedicated folder.

20
Standard Operating Procedures

Missing radio checks and security incidents


If for any reason the convoy leader could not be contacted at the agreed time or
point, the tracking radio operator should carry out the following procedures:
Wait an additional 10 minutes for the convoy leader to call.
If no contact is estabished within this additional ten minutes, the tracking
radio room operator is to call the convoy leader and other vehicles in the
convoy on all communication systems available for another ten minutes.
Radio operators are to call on HF radio, VHF radio, satellite or mobile
phone.
If no contact is established within this twenty minute period, the tracking radio
operator is to immediately notify the security focal point who will coordinate the
handling of the issue.
While the necessary action is being taken, the radio operator should
continue to attempt to contact the convoy, and re-establish communications
with other vehicles within the convoy or bases (i.e. other agencies) in the
area where contact was lost.
If communication is re-established, all involved parties must be informed.
If a driver has non-urgent problems (mechanical break down, flat tyre,
major traffic jam etc), the tracking base is to be informed.
If a security problem should occur, the convoy leader must immediately
contact the tracking base. If the channel is busy, then following procedure
should be used:
Break Break Break, Emergency Emergency Emergency.
Contact is then made with the tracking base.
Pass all the relevant information (Who, Where and What is the problem).
During the handling of an emergency call, all traffic on the HF or VHF
channel should immediately be suspended until the emergency call goes
through and is handled by the radio operator.
Any security problem is immediately relayed to the security focal point.
Any security incidents should be reflected in the tracking sheet.

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Standard Operating Procedures

Satamatics vehicle tracking (where available).


1. Radio Room personnel are to monitor the TV Screen (displaying Satamatics) as
much as possible. Staff will only monitor one fleet at a time as the internet
system gets overloaded if all fleets are monitored at the same time. Change
between fleets every 5mins, this way the radio operators will keep focused on
the job in hand and the system will be refreshed every 5 minutes.
2. The Radio Room is also to make sure that they have the Satamatics Alert
pop up enabled on the computer that is monitoring the system.
As soon as the Radio Room receives a Satamatics Panic Alarm they
are to call the WFP Security Officer on duty without delay. If the
Security Officer on duty does not pick up then the Radio Room should
call the Head of WFP Security for Sudan.
3. The Security Officer will ask a few requests that they should carry out ASAP.
Some Examples are,
Contact Sierra base and inform them about the incident?
Contact the nearest Radio Room to the Alarm Activated Vehicles location
and request that Radio Room to try to establish communications with the
AAV?
Try to contact the AAV directly using VHF / HF / Cell or Sat phone.
Contact Civil Authorities in the area of the AAV to respond.
Call the National or International WFP Security Officer of the local area
and pass a message.
Take Snapshots of the AAV location every 10 mins and add the information
to the Situation Report which is to be sent to WFP Security every 10 mins.
Contact local emergency services as and when required.
Pass on messages to WFP Management if requested.
Log every call / instruction and action they have conducted in as much
detail as possible.
4. Report back to the Security Officer and keep them updated on their
requests/questions (Situation Report every 10mins if required).
5. Close the incident when requested to do so by the Security Officer.

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Standard Operating Procedures

Chapter 5
Radio checks
Radio checks are necessary for a number of reasons. It is a procedure used to test
equipment; when the security phase requires that staff conduct radio checks, be it
monthly or daily and; to ensure that staff are comfortable with the use of a radio.
Radio checks according to MOSS:
Phase

Daily VHF

Daily HF

Weekly VHF

0
I

II

III

IV

A - All offices
B - All staff having handheld radio
C - Phase 3 essential staff with handheld radio
D - All international and selected national staff

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Standard Operating Procedures

Monthly HF

Monthly VHF

There are four major types of radio checks performed by the radio room.
Radio serviceability checks
Signal Strength Report

Readability Report

1 Very weak signal

1 - Unreadable

2 - Weak signal

2 - Barely readable

3 - Fair signal

3 - Readable with slight difficulty

4 Moderately strong signal

4 - Readable without difficulty

5 Very strong

5 - Perfectly readable

Examples:
Bravo Foxtrot 8 9 3 this is Bravo Foxtrot Base, RADIO CHECK, over.
Bravo Foxtrot Base this is Bravo Foxtrot 8 9 3 you are strength 5, readability 4 Over.
This is Bravo Foxtrot Base, you are strength 4, readability 5, out.
India Foxtrot Mobile 3 6 0 1, this is Bravo Sierra Base, RADIO CHECK, over.
Bravo Sierra Base this is India Foxtrot Mobile 8 9 0 1, you are strength 4, readability
5, over.
This is Bravo Foxtrot Base, you are strength 4, readability 3, out.
Note: The term loud and clear is acceptable for a report when the signal strength
is 5 and readability is 5.
Example:
Bravo Foxtrot Base this is Bravo Foxtrot 8 9 3 RADIO CHECK, over.
Bravo Foxtrot 8 9 3 this is Bravo Foxtrot Base, you are loud and clear, out.
If radio users are unsure of the numbering system for signal strength/readability
reports, then consideration should be given to using the following three plain
language radio check reports
Loud And Clear (5 x 5)

= Good communications

Weak but Readable (2 x 3)

= Fair communications

Weak and Unreadable (2 x 1) = Poor communications


Note: In the event of poor communications, another channel/frequency should be
selected by both parties to ensure successful communications take place.

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Standard Operating Procedures

Daily sub-office radio checks


According to the MOSS status and the security phase, the radio checks should be
carried out as detailed below:
Each morning using HF radio, all UN radio rooms are to call their countries
main UN radio room between 08:30-09:00 and again in the evening
between 18:00-18:30.
Additionally, each morning using VHF radio, UN radio rooms are to call
any of the UN sub-offices located in their area of responsibility. This call is
to be made when the office opens and in the evening before the office
closes.
The times these radio checks have been conducted are to be logged in the
radio rooms voice log and recorded in the handover log.
For UN sub-offices located in security areas Phase II and below, if the
office is not manned during the weekend, no radio checks are required to be
performed on those days. However the main UN radio room should be
formally informed before the office closes for the weekend.
For UN sub-offices in security phases III, IV and V, radio checks are
mandatory DAILY.
If radio contact has not been made within 30 minutes after the expected time, the
radio room supervisor (if appointed) or ICT Officer and security focal point are to be
informed.
Staff security radio checks
It is mandatory during UN security phases III, IV and V, for all UN staff members to
participate each day in staff security radio checks. The radio checks are conducted
using VHF radio (HF if required for deep field missions) and at scheduled times
detailed by the main UN radio room.
To allow for accountability of all UN staff members, it is of high importance that the
UN radio room is informed of all UN staff members employed in their area of
responsibility, and those staff members who are on mission or who have departed the
location (R & R, vacation, EoM, etc).
It is the responsibility of the security focal point to provide this information to the UN
radio room.

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Standard Operating Procedures

Due to large numbers of UN staff employed in various locations, the timings in which
radio checks are conducted may be split into various categories of staff.
For example in Khartoum every Wednesday as follows:
Weekly Radio Check Timing
Unit
Time of Radio Check
Management
09:00
Finance/Admin
09:20
Procurement/ HR
09:30
Projects Unit
09:40
Logistics/Fleet/Workshop
10:00
UNHAS
10:35
Programme
Resources & Finance Analysis
11:00
Darfur
CETA
Security
12:00
Warehouse
12:30
Drivers
13:00
ICT
14:00
UNJLC
14:30

The UN radio room conducting the security radio check should prepare a current list
of the staff expected or known to be present in their area at least 30 minutes prior to
the commencement of the radio check.
The following procedures are to be followed:
The radio room will call each agency specific staff member individually by
order of callsigns. No more than two calls are made to each callsign if no
reply is received.
At the end of the radio check, a general call is made for staff that were late
or not called and they are invited to contact the radio room to carry out a
check.
Due to possible large numbers of UN staff members in the area, the radio
check should be quick. Every 5 minutes or as required in the circumstances,
the radio operator should consider pausing the radio check to allow use of
the channel/frequency for possible urgent messages to be transmitted.
Staff who fail to answer the radio check will not be called individually by
other means (telephone, mobile phone or satellite phone) except if
specifically requested by Security Officer / UNDSS (Phase V areas may
dictate this request).
In some circumstances, another acceptable method of conducting the daily
staff security radio check is where staff members may call the radio room
by telephone at the completion of the scheduled radio check. This may be
26
Standard Operating Procedures

due to a number of reasons; safety concerns with using a radio at home,


radio battery is dead or the radio has been lost or stolen.
On completion of the staff security radio check, and dependant on country
specific procedures and requirements, a daily e-mail is to be sent to
individual agencies Security Officers indicating if contact has been made
with their agency staff or if no contact was achieved.
At the end of each month, the radio operator (or radio room supervisor if
appointed), is to prepare a report reflecting the number of contacts made
with individual staff members for the month. On completion, the report is to
be sent to all agency Security Officers and ICT Officers.

As the staff security radio check is compulsory during UN Security Phases III,
IV and V, staff who frequently fail to respond could face disciplinary action.

The practice of individuals using someone elses radio for radio checks will not be
tolerated. Network controller programmed radios display the callsign of the
transmitting radio, enabling the radio operator or network controller to compare
the users callsign with that transmitted by the radio.
Radio operators conducing radio checks are encouraged to report any abuse
mentioned above and inform the radio room supervisor and/or Security Officer.
All users should be made aware of the above guidelines and the unsafe practices
associated with using someone elses radio.
The primary reason radios are issued, is for the individuals safety and security.

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Standard Operating Procedures

Major Incident Radio Check


The purpose of the major incident radio check is to provide the quickest means
available to account for all UN staff members after an unexpected or dangerous
situation arises (i.e. the case of earthquake affected areas in Haiti operations).
However, it could also be as a result of civil panic, malicious act or accident.
In such a situation, all UN staff should have the common sense to listen to their VHF
radio for possible instructions or emergency radio checks (if required). If they dont
have a radio available, they should report their status immediately to the main UN
radio room or relevant Security Officer by any other means.
Contacts should be made preferably by VHF radio. The mobile and landline
telephone networks generally will be overloaded. As a result the telephone lines in the
radio room should stay available for emergency calls.
The radio room is to attempt to contact, by other means, staff who have not reported
in with either their warden or security focal point. The security focal point should be
contacted prior to this being commenced to ensure those staff members have not been
accounted for already.
Record the details (database and/or log) of staff that have been accounted for and
those still waiting to be accounted for, and regularly inform the security focal point.

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Standard Operating Procedures

Staff Accounting Procedures


To account for all UN staff, three methods can be used:
1. Staff members make contact with the UN radio room confirming their
location and condition.
2. The UN radio room initiating radio checks with all UN staff members
requesting their location and condition.
3. To avoid multiple contacts with the UN radio room, a designated zone
warden (or agency representative) can account for all staff within their
area of responsibility and report the findings to the UN radio room on
completion.

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Standard Operating Procedures

Chapter 6
Terrorist threat
All UN staff should be familiar with the correct procedures required when receiving a
terrorist threat.
Follow the general guide lines outlined below:
Stay calm.
Listen carefully and do not interrupt the caller.
Do not hang up.
Try to obtain as much information as possible.
Ask the caller questions from the checklist.
Be attentive to all background noise and to the voice of the caller.
Note the time of the call.
After the call immediately advise the Security Officer and/or the emergency
coordinator. Unless instructed by appropriate authority DO NOT transmit a general
broadcast about the incident.
Radio room responsibilities
If the radio room receives, either directly or from a staff member, information about a
terrorist threat:
The Security Officer should be informed immediately.
DO NOT discuss this information by radio as it will be listened to by other
staff and could generate panic.
The Security Officer and/or radio room is also responsible to distribute to all
staff, the telephone terrorist threat checklist and advise them to keep a copy of
it next to their telephone.
Annex E contains an example of the terrorist threat checklist.

30
Standard Operating Procedures

Chapter 7
Evacuation of the radio room
In certain circumstances, evacuation of the building and/or the radio room could be
required by the Security Officer.

Always remember you and your colleagues safety is the highest priority, if you
are required to evacuate immediately, DO SO, do not stay behind to inform other
stations you are closing this can always be done from outside the building or
from a vehicle using satphones or HF radio but MUST be done as soon as you
have reached an area of safety.
Depending on the time available for the evacuation, some or all of the following steps
should be followed (sorted by priority):

Inform, by HF radio, DSS Khartoum Radio Room, (KS Base, selcall 261911)
and WFP Khartoum Radio Room (KF Base, selcall 260611 between 0700 &
1900 only) or by satphone (DSS + 870 763091280; WFP +870 764143130),
explaining the reason for evacuating the radio room.
Request one of the above radio rooms to inform other stations and act on your
behalf until the situation returns to normal.
Ensure vehicle tracking and other relevant information is handed over
properly.
Ensure you take with you:
1. The latest updated contact list including staff and sub-office telephone and
sat phone numbers.
2. The vehicle tracking log and selcall of the vehicles which are currently
tracked by the radio room.
3. A sat phone with charged battery, charger and accessories.
4. A VHF handheld, and if available, some spare handheld radios and
batteries.
5. Remember to take a pen and paper for recording information.

Switch off all electrical appliances and close windows.


Lock the radio room and hand the key to your supervisor/Security Officer or
carry it with you if the whole office is being evacuated.
If out of normal office hours make sure that your Security Officer and ICT
Officer are informed of the situation.
If possible use a properly equipped vehicle as a temporary radio room until
the situation returns to normal.

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Standard Operating Procedures

Chapter 8
Medevac
A MEDEVAC is an emergency operation to provide a MEDical EVACuation.
Depending on the situation, the Security Officer will rely on any UN agency or host
government for immediate assistance.
The procedure itself is the responsibility of the UN/WFP Security Officer or the
emergency coordinator. However; the radio room is usually the first point of contact
to receive the initial request for a MEDEVAC.
In order to provide the best help available try to obtain the following information:
Who is calling?
What is the exact location of the people to be evacuated? (eg: GPS
coordinates)
How many people are injured?
What kind of injuries?
Is their medical situation stable?
Why are they injured (accident, malicious act, mine etc)?
What is the quickest means to reach the location (vehicle, plane or
helicopter)?
Is the location safe from further incident?
What callsign(s) (or name(s)) of the staff(s) injured?
In addition to the MEDEVAC what additional help is required?
Do you know how to re-establish contact in case of a communications break
down?
Report all details immediately to the UN/WFP Security Officer.

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Standard Operating Procedures

Chapter 9
Malicious call/ misuse of the radio/ interference to network
Malicious calls
A malicious call constitutes an individual or group expressing hateful, spiteful and
cruel comments directed to an organisation or singles out an individual within an
organisation.
If a malicious call is received by phone or radio, it is to be logged in the
telecommunications abuse incident log. Annex G contains an example of the
sheet.
Record all information (caller ID, frequency/channel, and wording of
message).
If repeated, inform the radio room supervisor, ICT Officer and Security
Officer and record all details in an incident report.

Misuse of the Radio


Misuse of the radio is mainly due to non-compliance with radio procedures or
physical abuse of the radio.
Infringements such as non use of the UN language, incorrect use of callsigns or using
personal names, private conversations, continual pressing of the PTT button, repeated
calling, false emergency calls all represent radio misuse.
Radio room actions are to be as follows:
Call the offending callsign and instruct them to follow correct radio
procedures and practices.
If the misuse is repeated, log the incident in the telecommunications abuse
incident log.
Record all information concerning the incident (caller, nature of the misuse).
In instances of severe misuse consider stunning the offending radio if
possible.
However, prior to stunning any radio you must contact the radio room
supervisor, ICT Officer or the Security Officer and brief them on the incident
before removing the offending radio from the network.

33
Standard Operating Procedures

Interference to Network
Certain weather conditions and man made electrical interference can cause
disruption to radio networks. There are not too many remedies to these disruptions.
Radio room actions could be:
Shift users to another channel/frequency which may be clear of the
interference.
Attempt to discover and remove the source of interference if it could be man
made.
Inform the radio room supervisor and ICT Officer and log the incident in the
handover log.

34
Standard Operating Procedures

Chapter 10 - Annexes

35
Standard Operating Procedures

Annex A

Radio Room UN Staff Movements

36
Standard Operating Procedures

Annex B

Radio Room Voice Log

37
Standard Operating Procedures

Annex C

Telephone and Fax Log

38
Standard Operating Procedures

Annex D

Emergency Voice Call Message Form

39
Standard Operating Procedures

Annex E

Terrorist Threat Checklist

40
Standard Operating Procedures

Annex F

Vehicle Tracking Sheet

41
Standard Operating Procedures

Annex G

Telecommunications Abuse Incident Log

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Standard Operating Procedures

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