Do Your “Front-Line” Security Staff Support Your Business “Bottom-

Line”?

David Hyde, M.Sc, CPC

Focus on Commercial/Property Management‘Brought to you by Canadian Security’

Oct 16th. 2014

What Shapes My Perspectives on Security Staffing & Business Alignment?

21 years CRA security experience

Independent security consultant for the past 5 years

Managed both contract & in-house security from both sides

Conducted 150+ audits/TRAs

Experience as an Expert Witness

Presentation Overview

1. Importance of Security Staff Optimization

2. Approaches to Security Staffing: “The Good, The Bad and The Ugly”

3. Common security staffing challenges

4. Security staffing best practices

5. Q & A (if there’s time... )

Fighting stereotypes....

Why is Security Staff Optimization Important?

• Despite the rise in “security technology” security staff are still the “front line of defence”

• Security staff are the de facto “constant face” of your business

• Questions about security staff deployment, hiring standards, tasking, training and supervision are often the first stop for plaintiff’s counsel....

• Security staff are the most “influential” measure in any integrated security program.... (SEE OVER)

Security staff transcend the entire security program(me)

As a “Human Measure” security staff is the only element of the overall security program that transcends all other components of the program....

Security staff address ALL security program objectives

Security staff have the ability to:

1. DETER

2. DETECT

3. DELAY

4. DISRUPT

5. DEFEAT

Security Staffing: The Good

“Racist attack on Brisbane train caught on video”

“Victim of racist attack on Brisbane train praised for calm conduct”

The Prime Minister, Premier of Queensland, head of Queensland Rail and every major media outlet praised the actions of the guard in the face of a “disgusting racial attack”

Security Staffing: More Good Stuff

“Violent arrest by Hamilton Police goes viral”

“Hamilton Police Officers praised for handling tough arrest”

“Hamilton police flooded with thousands of emails after ‘honest cops” very polite arrest of flailing woman”

Security Staffing: The Bad

Edmonton teen films violent security arrest on the street across from the mall

Teen told to stop filming arrest & reportedly banned from mall for continuing

The youth later “learned he had been banned from the mall for 3 months leaving him questioning how he will navigate the transit system”

Security Staffing: More Bad Stuff

Mount Royal University guard admits to stealing memory card containing footage of alleged assault

Jay Z PHYSICALLY ATTACKED by Beyonce's Sister Solange

Security Staffing: More Bad Stuff

“Security guards cutting locks, confiscating bikes”

“Hudson’s Bay Centre Confiscating Legally Parked Bikes”

“City Councillor: Bikes will no longer be removed from public right of way”

Security Staffing: The Ugly

“Violent Chinook Centre arrest sparks investigation”

“Mall fires security guard after brutal arrest caught on video”

The arrest was precipitated by horseplay on the escalator and smoking a joint outside the mall

Security Staffing: More Ugly Stuff

Common Security Staffing Weaknesses

• “To err is human” – but 150 security program audits allow us to identify some common trends:

• Poor sourcing, hiring and on-boarding of staff

• Poor operational tasking

• Inadequate training and/or lack of professional development

• Lax supervision and oversight

Sourcing, Hiring and On-Boarding: The Main Challenges

• Common challenges:

• Sourcing talent from the same “stale” labour pool

• “Settling” for hiring the “best of the worst”

• Unqualified people doing the interviewing, hiring

• “Outsourcing” hiring to supervisors, contractors

• Absence of realistic “job previewing”

• Lack of a structured “on-boarding” program

Sourcing, Hiring and On-Boarding: Some solutions

• Optimization strategies:

• Think “outside the box” when sourcing new talent

• Give people a reason to want to work for you and “don’t settle”

• Train your interviewers to optimize hiring process

• Managers: Stay engaged; don’t outsource hiring!

• Invest in 2-way “job previewing” and prepare a realistic “job description”

• Develop a structured “on-boarding” program

Operational Tasking: The Main Challenges

• Common challenges:

• Security staff don’t “understand their role”

• Over-focus on ”enforcement” duties with under-focus on “customer service” (and vice-versa)

• Poorly-developed, under-utilized or outdated SOPs

• Absence of clear policy direction on “thorny” issues

• Insufficient steps taken to keep security staff active, visible and engaged while on patrol

Operational Tasking: Some Solutions

• Optimization Strategies:

• Underscore the “role” of security when hiring

• Ensure security staff know the “objectives” of their role (BOTH business and security)

• Invest in a proper set of SOPs with regular updates

• Have clear arrest and use of force policies (& drill)

• Identify strategies to keep security staff active, visible and engaged while on patrol

Learning and Development: The Main Challenges

• Common challenges:

• Not recognizing the strategic importance of L&D

• Lack of budget, absence of L&D Plan for Dept.

• Poor (“annual”) performance management

• Failure to professionally develop supervisors in all facets of their role, including performance mgmt

• Over-focus on quick, convenient training or “canned courses” delivered by trainers who in some cases may not be well-suited to the task

Learning and Development: Some Solutions

• Optimization strategies:

• Recognize the strategic importance of L&D to take your Security Dept. to the next level

• Make the case for a L&D budget & develop L&D Plan

• Develop a performance management program

• Leverage L&D through multiple channels & mediums

• Professionally develop supervisors in all facets of their role, including performance mgmt

• Plan and customize your training program on priority subjects and use only qualified trainers

Supervision and Oversight: The Main Challenges

• Common challenges:

• Level of supervision often inconsistent across shifts

• Lack of clarity in SOPs, training on when to call Spvr

• Supervisors often not adequately prepared for role

• Supervisors often not working from a clear Job Description with clear performance objectives

• Supervisors often not mentored and part of a security management team that meets regularly

Supervision and Oversight: Some Solutions

• Optimization strategies:

• Ensure supervision is consistent across shifts (job description, Supervisor SOPs, shift duties)

• Ensure security staff know when to call a Supervisor

• Invest the time and $s to properly develop, prepare and equip supervisors to perform their role

• Develop clear Supervisor Job Descriptions. Set and manage clear, formalized performance objectives

• Mentor supervisors and engage them within a structured security management team

Question & Answer...

David Hyde, M.Sc., CPC

Principal Consultant

David Hyde and Associates

Tel: 647-477-3808

david@davidhyde.ca

www.davidhyde.ca

THANK YOU!