Delivery Handling and Package Control to Reduce Diversion Risk

Why delivery handling needs its own control process

Deliveries create a diversion risk because packages can be misrouted, swapped, accessed by unauthorized people, or used to move prohibited items into or out of a site. A delivery control process reduces these risks by standardizing how items are received, documented, stored, and released—so every handoff is traceable and exceptions are handled consistently.

Core objectives:

• Accuracy: the right item reaches the right recipient/tenant.
• Accountability: every transfer is logged with time, handler, and condition.
• Protection: items are kept secure and, when needed, temperature-controlled.
• Speed with control: predictable steps that do not rely on memory or informal practices.

1) Delivery types and their control needs

Mail (letters, flats)

• Typical risks: mis-sorting, privacy exposure, unauthorized access to mailboxes.
• Controls: locked mailroom/mail cages, sorting by tenant, restricted access to mail slots, documented handling for registered/certified mail.

Parcels (small packages)

• Typical risks: theft from lobbies, label tampering, misdelivery to wrong tenant.
• Controls: scan/record tracking number, photo of label, secure shelving by zone/tenant, controlled release with recipient verification.

Freight (pallets, large items, scheduled shipments)

• Typical risks: wrong dock/door, partial deliveries, concealed items, damage claims disputes.
• Controls: appointment scheduling, bill of lading (BOL) verification, count/condition checks, dock-to-storage chain-of-custody, controlled staging areas.

Food delivery (prepared meals, groceries)

• Typical risks: spoilage, mix-ups, contamination, unattended drop-offs.
• Controls: designated drop zone, short holding times, temperature guidance (hot/cold), clear policy for unattended items and disposal timelines.

Medical/sensitive items (medications, specimens, controlled supplies)

• Typical risks: diversion, regulatory exposure, temperature excursions, privacy breaches.
• Controls: restricted access storage, immediate notification to authorized recipient, chain-of-custody log, temperature monitoring, tamper-evident checks, escalation for any discrepancy.

2) Receiving process: verify, confirm, document

Receiving is the highest-leverage point for preventing diversion. The goal is to confirm the carrier and the intended recipient/tenant, then capture proof-of-delivery details that allow later reconciliation.

Step-by-step receiving checklist (standard parcels and mail)

1. Prepare the receiving station: keep a clear counter, scanner/device ready, camera (if used) positioned, and access to the delivery log system.
2. Verify carrier and delivery method: confirm the carrier company (uniform/vehicle markings where applicable) and the type of delivery (mail, parcel, food, freight, sensitive).
3. Confirm addressee/tenant: check the label for name, unit/suite, company/department, and phone/email if present. If the label is incomplete, treat as an exception (see exception handling).
4. Inspect for obvious tampering or damage: look for broken seals, re-taping, punctures, crushed corners, wetness, or unusual odors. Do not open packages.
5. Capture proof-of-delivery details: record date/time received, carrier, tracking number (if any), recipient/tenant, handler name/ID, and condition (OK/Damaged/Suspected tamper). Take a label photo if policy allows.
6. Apply internal routing tag (if used): add a site tag with a unique internal ID, storage location, and pickup instructions (e.g., “ID required”).
7. Route to correct holding area: place immediately into the appropriate storage zone (general, refrigerated, high-value, sensitive/medical, oversized).
8. Notify recipient/tenant: send automated or manual notification with pickup window and any special requirements (ID, signature, temperature time limit).

Additional steps for freight deliveries

1. Match shipment to appointment/reference: confirm purchase order (PO), BOL, or delivery appointment reference.
2. Count and condition: verify pallet count, carton count, and visible condition before signing. Note exceptions on the carrier paperwork (e.g., “2 cartons crushed”).
3. Seal and tamper checks: if a trailer seal is present, record seal number and verify it matches paperwork.
4. Controlled staging: stage freight in a monitored area until the authorized receiving party accepts internal transfer.

What to record (minimum data set)

3) Secure storage: access limits, organization, temperature, chain-of-custody

Restricted access storage areas

Storage should be designed so that only authorized staff can access undelivered items. This reduces theft and “casual browsing.”

• General package room: locked door; access limited to delivery staff and authorized site personnel.
• High-value cage/locker: separately locked area inside the package room for electronics, jewelry, or items flagged as high value.
• Sensitive/medical cabinet: locked cabinet or room with access limited to named roles; log every access event.
• Oversized staging: designated area with barriers and camera coverage; avoid blocking exits and keep items visible for inventory checks.

Shelf organization that prevents misrouting

Disorganization is a diversion enabler. Use a consistent scheme that makes it hard to “lose” an item.

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• Zone by tenant/unit range: e.g., Floors 1–3, 4–6, 7–10.
• Unique location codes: shelf-row-bin labels such as A-2-4 (Area A, Shelf 2, Bin 4).
• First-in/first-out (FIFO): older items placed forward to reduce long holds.
• Segregate look-alike items: identical boxes should not be stacked without internal tags.
• Daily “sweep” inventory: quick scan of unclaimed items against the log to detect missing packages early.

Temperature considerations (food and medical)

Temperature-sensitive items require defined handling times and storage conditions. If you cannot meet the requirement, treat it as an exception and escalate.

• Refrigerated storage: dedicated fridge with access control; log temperature checks (e.g., start of shift and mid-shift).
• Frozen storage: only if operationally supported; otherwise do not accept frozen items without prior arrangement.
• Hot food holding: generally avoid holding hot items; define a short maximum hold time and disposal/return policy.
• Temperature excursion rule: if an item is found outside required conditions or the time limit is exceeded, mark as exception and notify recipient immediately.

Chain-of-custody for high-value or sensitive items

Chain-of-custody means you can answer: “Who had it, when, where, and in what condition?” Use it for items above a value threshold or any medical/sensitive category.

Minimum chain-of-custody events to log:

• Received: from carrier to receiving staff (time, condition, identifiers).
• Stored: placed into restricted location (location code, handler).
• Transferred: any internal movement (e.g., to department runner).
• Released: to authorized recipient (verification method, signature/QR, time).

Example chain-of-custody log (high-value item) 1) 10:42 Received from FedEx, tracking 7845..., condition OK, received by JR 2) 10:45 Stored in High-Value Cage HV-1, bin HV-1-07, by JR 3) 14:10 Released to recipient S. Chen (ID verified), signature captured, by ML

4) Pickup/release: verify recipient, capture acceptance, retain records

Release is where diversion often occurs (someone claims an item that is not theirs). The release process should be consistent and quick, but never informal.

Recipient verification methods (choose based on risk)

• Standard parcels: verify recipient name + unit/suite; confirm notification reference or tracking number; check a photo ID when policy requires.
• High-value items: photo ID required; match name to label/log; consider secondary factor (pickup code/QR).
• Medical/sensitive items: only release to authorized roles/named individuals; require signature and ID; do not release to proxies unless explicitly authorized in writing.

Step-by-step release process

1. Locate item using the log: search by internal ID, tracking number, or recipient.
2. Confirm recipient identity/authorization: apply the required verification level for the item category.
3. Confirm item details: show the label (without exposing private data unnecessarily) and confirm recipient/tenant and description.
4. Capture acceptance: signature, QR scan, or digital acknowledgment with timestamp and staff member ID.
5. Update status: mark as released; record who released it and any notes (e.g., “box dented; recipient accepted”).
6. Provide exception guidance: if damaged, instruct recipient on claim steps and ensure the condition was documented at receipt.

Signature/QR release options

• Paper signature log: simple, but harder to search and audit; ensure pages are controlled and stored securely.
• Digital signature: faster retrieval and reporting; tie signature to package ID and staff handler.
• QR pickup code: send a one-time code to recipient; scan at pickup to reduce impersonation risk.

Record retention (practical guidance)

Retention should match operational needs and any contractual/regulatory requirements. A common approach is:

• Standard deliveries: keep logs and proof of release for a defined period (e.g., 30–90 days).
• High-value/sensitive: longer retention (e.g., 6–12 months) and stricter access to records.
• Incident-related records: retain until the issue is resolved plus the required period for claims.

5) Exception handling: damaged, misdelivered, refused, after-hours

Exceptions should trigger predictable actions, not improvisation. The key is to preserve evidence, prevent unauthorized release, and escalate based on severity.

Damaged packages

1. Document immediately: photos of damage and label; note condition in log.
2. Do not open: unless there is a safety policy requiring inspection by authorized personnel.
3. Notify recipient/tenant: include photos if allowed; advise on claim process.
4. Mark for controlled release: require signature acknowledging condition at pickup.
5. Escalate if damage suggests tampering (re-taped seams, missing contents sound, broken seals).

Misdeliveries (wrong tenant, wrong address, unknown addressee)

1. Quarantine: hold in a designated “exceptions” shelf/bin.
2. Verify label details: check suite/unit, spelling variations, and similar tenant names.
3. Attempt resolution: contact carrier using tracking/BOL; contact building management/tenant directory if appropriate.
4. Do not release to “someone who recognizes it”: release only to verified addressee/authorized proxy.
5. Return/redirect: follow carrier procedure; log the return event and handler.

Refused items

1. Confirm refusal authority: ensure the person refusing is authorized for that tenant/department.
2. Document refusal: reason (if provided), date/time, and who refused.
3. Secure hold: store separately pending carrier pickup/return authorization.
4. Arrange return: coordinate with carrier; capture proof of return handoff.

After-hours drop-offs

After-hours deliveries are high-risk because supervision is reduced. If after-hours acceptance is permitted, define strict controls.

• Approved drop location only: a locked drop cage/locker system or monitored receiving vestibule.
• No unattended lobby drops: if a carrier leaves items in an unapproved area, treat as an exception and escalate.
• Next-shift intake: first staff action is to log items found after-hours, photograph, and reconcile with camera footage if needed.
• Time-sensitive items: food/medical items left after-hours may require immediate escalation due to temperature limits.

Delivery exception report (outline)

Use a standardized report so exceptions can be tracked, trended, and resolved. This can be a form in your system or a controlled document.

• Report ID: unique identifier
• Date/time discovered:
• Discovered by (name/role):
• Delivery type: mail / parcel / freight / food / medical-sensitive
• Carrier:
• Tracking/BOL/reference:
• Intended addressee/tenant (per label):
• Actual location found: (e.g., lobby, wrong shelf, outside door)
• Condition: OK / damaged / suspected tamper / temperature concern
• Description: size, packaging, any distinguishing marks
• Photos/attachments: label photo, damage photo, CCTV reference (camera ID/time range)
• Immediate actions taken: quarantined, notified carrier, notified tenant, moved to secure storage
• Notifications made: who/when/how
• Escalation level: low / medium / high / critical
• Disposition: released to recipient / returned to carrier / disposed (per policy) / pending
• Root cause category: mis-sort, labeling issue, carrier error, internal handling error, suspected theft/diversion
• Corrective actions: process change, retraining, storage reorganization, access restriction
• Closure details: closed by, date/time, notes

Escalation thresholds (when to elevate and to whom)

Define thresholds so staff do not hesitate or over-handle. Adjust to your site’s risk profile, but keep the logic consistent.

Practical escalation rules staff can apply quickly

• Value rule: any item above the site’s high-value threshold uses chain-of-custody and escalates at the first discrepancy.
• Sensitivity rule: any medical/sensitive item issue (identity mismatch, temperature concern, seal broken) is at least High.
• Pattern rule: two similar exceptions in a week (same carrier, same tenant, same failure point) triggers Medium escalation for process review.
• Unknown recipient rule: if the addressee cannot be verified, do not release; quarantine and escalate based on item type.