Retention Through Training: A Success Story

Feb 1, 2003 12:00 PM

Personnel retention is a major issue within the security industry. While more pronounced in the contract security sector, proprietary organizations are not immune to the significant costs of turnover. These include economic factors such as overtime for replacements, hiring costs and lowered efficiency. Various measures can be implemented to reduce turnover. Greater compensation can be a remedy. So can enhanced job titles, expanded duties and diversified career paths. Training is also a strategy designed to reduce turnover — and improve performance.

Randy Rice, CPOI, is the regional security training director for Crown American Properties. He has initiated an extensive training process which has proven to reduce turnover. Implemented at the West Manchester Mall in York, Pa., the turnover rate has declined by an estimated 85-90 percent. Wages have increased an average of 7-10 percent, but training is the real key to retention and better performance.

Pre-assignment Phase

All officers receive pre-assignment training. A major portion of this is the Professional Security Training Network (PSTN) Basic Security Officer Training Series (BSOTS). BSOTS covers major functions of a protection officer's role such as patrols and fixed posts, civil liability, and human and public relations. The revised 2001 BSOTS was designed to help prepare officers to take the Certified Protection Officer exam and earn the certification.

The Initial 90 Days

During the initial 90 days the new officer is assigned to a Field Training Officer (FTO). The FTO provides on-the-job instruction, coaching and continuous support as a mentor. The PSTN Shopping Center Series is completed so that the officer is further developed in the key areas of shopping center protection.

Officers also complete the FEMA “Emergency Response To Terrorism” course, and receive monthly safety and security training as well as certification in topics such as handcuffing, OCAT and fire extinguishers.

The First Year

Within one year, all officers complete the PSTN Supervisor Series. While not every officer is necessarily a supervisor, all protection officers are, in-essence, adjunct members of the management team. This is especially true during emergencies or when an officer is working alone in a closed facility.

After One Year

After one year of experience, officers take the CPO Final Challenge Option. This program, offered by the International Foundation for Protection Officers (IFPO), lowers the cost of becoming a CPO. CPO's are internationally recognized, and becoming a Certified Protection Officer promotes a professional identity.

Share Your Story

Every month, we are offering information in each issue about managing guard services and leading in-house staff. Among other things, this page will offer an opportunity for readers to share the management lessons they have learned and to provide other helpful information to their peers in the industry.

To offer suggestions, or to contribute to this page, contact Jennifer Pero at 770-618-0135 or e-mail jpero@primediabusiness.com

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