How To Foster Greater Acceptance Of Security Programs Among Employees

Dec 1, 2002 12:00 PM, By JIM SMITH

At Trilegiant Corp., we bring security to the forefront through a variety of security awareness programs. New hire security orientations, held on the first day of employment, cover security and emergency guidelines, as well as security awareness information; a brief follow-up is conducted with each newly hired employee several weeks later. Each new hire receives an emergency response handbook, a flyer which outlines basic security requirements, an access badge and a badge-insert card with important phone numbers.

Trilegiant's Cheyenne, Wyo., facility is primarily a call/contact center and the security needs and applications are unique compared to that of the traditional corporate environment.

Since 1973, Trilegiant Corp. has been the premier membership-based provider of travel, shopping, health, dental, entertainment and consumer protection services. Through our membership club and loyalty product businesses, we provide products and services that touch the lives of more than 100 million people across America. These programs, combined with turnkey operations and service from our 3,000 employees, help enhance brand loyalty and revenue for our affinity marketing partners.

To further the effectiveness and acceptance of security by employees, we at Trilegiant implemented an Image Enhancement Program which educates employees on all the duties and responsibilities of the security department. The department conducts customer service satisfaction surveys and posts the results and actions taken.

The security department has built an elaborate intranet Web site which includes information on the department, security polices, weather safety, officer biographies, an on-line newsletter, and safety and security tips for home, travel and work.

The department offers a variety of training programs to Trilegiant employees. The training programs are modified to fit the audience and delivered in a variety of formats including classroom training and team meeting briefings. The Trilegiant security department Web site includes an overview of programs like handling bomb threats, stalking and harassment, contingency planning, prevention of workplace violence, annual security awareness program, CPR/First Aid and AED training and dealing with intoxicated employees.

One of our most effective tools has been a monthly newsletter which includes security tips, policy reminders and updates on security topics that apply to our facility or local area. Tabletop placards in our cafeteria also carry a variety of security awareness messages which are changed quarterly.

We also conduct an annual badge awareness program which is done in a fun and challenging way for all employees. Each year we use a different format for the program, and at the end of the month, the winners receive special recognition or an award.

Security officers receive annual training in First Aid/CPR/AED, customer service, fire, medical, biohazard and natural disaster emergency response, conflict management, communication/leadership skills, incident reporting, bomb threats, dealing with intoxicated people, and other training as available from local agencies. Officers are encouraged to recommend, plan and conduct training sessions.

We conduct a variety of security and emergency response exercises which range from responding to a security infraction to full evacuation of the facility. Each exercise is evaluated and reviewed upon termination. Feedback questionnaires are sent to randomly selected people to critique each exercise.

As part of our emergency response training and workplace violence prevention, we annually invite local emergency service agencies such as fire department, police and SWAT to tour and become familiar with our building. We also work closely with the schools and businesses in our immediate area.

Since implementing these programs, security awareness has been raised significantly, and we have seen improvements in the acceptance and support of security polices along with improved operations, communication and understanding between departments.

Jim Smith is security supervisor at Trilegiant Corp.

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