THE EVOLVING ROLE OF PROTECTION OFFICERS

Nov 1, 2001 12:00 PM, By CHRISTOPHER A. HERTIG

The events of Sept. 11 will add another layer of public scrutiny to security personnel. Regulatory agencies are tightening requirements, and the media is placing the security industry as a whole under review.

It's the latest change in an environment that has already seen contemporary security personnel being tasked with additional responsibilities, thus making their roles more complex and sophisticated. The adaptation of access control systems, CCTV equipment and other technologies means protection personnel must be competent in using these systems. A decade ago, detection equipment was limited to prisons, airports and nuclear power plants. Today, there are metal detectors in courthouses, schools, concert halls — even night clubs. As technology and threat levels increase, so too will the use of metal and explosives detectors, X-ray and EAS systems.

Over the last 15 years, safety responsibilities have been added to the security officer's job description. It is safe to assume that further safety requirements will soon be imposed by OSHA and other agencies.

Unfortunately, there is a long-standing bias toward security personnel that must be overcome. Security employees are often viewed as “second class citizens,” who are at the lowest pay level within an organization. In other cases, they are minimum-wage contract security personnel. The common term “security guard” connotes a static object rather than a human exercising discretionary judgment. The “g” word (“guard”) should be removed from our vocabulary. This process of professionalizing security officers must begin immediately.

One obvious and immediate measure which should be taken is to change the job titles of security personnel. “Security officer” is an improvement over “security guard.” Unfortunately, the term “security” also has negative — or simply limiting — connotations. “Protection officer” is certainly a better term, as it is more reflective of the scope of their functions. It can help to give officers the pride and professional identity they need to function effectively.

ENFORCEMENT AND INTELLIGENCE

Enforcement is where the protection officer's role has expanded. Contemporary protection officers assume a much greater enforcement role than ever before. As shopping centers have replaced Main Street, private protection forces patrol these types of properties. Hotels, resorts, casinos, hospitals and colleges are also the domain of private security personnel. Safety, traffic control and crime issues are just some of the security aspects of these facilities.

Concepts such as “community policing,” “problem-oriented policing” and “zero-tolerance” policing are becoming the dominant philosophy in many cities, notably in New York under the tenure of Police Commissioner William Bratton.

Private security can also be harnessed to combat major criminal activity and terrorism. Terrorist groups often rob banks, shoplift, commit credit card fraud and engage in other theft offenses as “fund raisers.” Private protection officers are therefore in a position to help uncover serious terrorist threats. Protection officers are on the front lines in the fight against crime. They often feed intelligence and preliminary investigative information to public law enforcement entities. In many cases, security officers at retail stores, shopping centers, colleges, healthcare facilities and parks apprehend criminals and turn them over to police. This may not be fully recognized or appreciated — either by the public, facility management, or academia.

When all is said and done regarding the responsibilities of protection officers, they obviously play an important public safety function. It can be concluded that the greatest issue in public safety is private security.

LAW ENFORCEMENT LIAISON

Liaison with law enforcement is a key issue which may well become more important as time progresses, evidenced by ASIS International's council dedicated to liaison. The International Foundation for Protection Officers also addresses liaison, having the following as it's 10th Objective:

“To encourage cooperation between public and private security organizations and recognized law enforcement agencies. To encourage greater understanding, cooperation and appreciation of the benefits that can be realized from joint efforts to develop effective strategies to improve methods of crime prevention.”

Liaison is essential and requires effort from both sides. Protection officers must perform in a professional manner so as not to impede police efforts. Police must respect protection officers and understand their roles fully. Educating both groups about each other, increasing training and conducting joint training sessions are possible approaches.

ROLES OF PROTECTION OFFICERS

In a broad sense, security officers fulfill four basic roles within the organizations they protect. The roles are:

• Management representative

  The officers meet and greet visitors and assist members of various publics in different ways — from being an information booth for shoppers to helping guests, patients and visitors with parking problems. During emergencies or other newsworthy events, protection officers help manage media representatives. Security personnel can be a conduit for management-employee relations during routine operations. During emergencies or periods of labor unrest, the functions of protection staff are more dynamic.

• Enforcement/compliance agent

  The protection officers enforce the rules established by facility management, and must understand fully the rules and the rationale behind them. They must also have an understanding of legal standards that must be enforced, including applicable criminal laws and administrative agency regulations. In fulfilling the enforcement function, officers' diplomatic skills must be polished to avoid unnecessary discord. Officers must fully understand organizational philosophy and remain supportive of management. They must be included as members of the management team.

• Legal consultant

  While this role is often unappreciated, modern security personnel must make discriminating judgments with legal consequences. Criminal law violations, the avoidance of civil liability and the adherence to standards and regulations are issues protection officers address daily. Privacy rights of visitors and employees and contractual obligations are other issues often encountered. Simply memorizing and following an organization's policies does not adequately prepare protection staff — they need education regarding legal concepts.

• Intelligence agent

  In the role of intelligence agent, it is critical the protection officer be aware of what to look for that could be out of the ordinary. He must be intimately familiar with the normal operations in the protected environment in order to pinpoint any type of potential problem — be it a safety, public image, employee relations, espionage or crime issue. Officers must be educated on public and employee relations, and safety. They must have a heightened level of awareness regarding indications of espionage, criminal behavior, gang activity and extremism/terrorism. They must also effectively exchange information with police and others who have information regarding these issues.

SELF-ASSESSMENT

Each security professional has a view about what protection officers are, what they do and what they could do. To fully appreciate the various perspectives regarding protection officers, we need a bit of introspection. Answering two questions can aid in this examination:

• Within my organization, how do protection officers fulfill each of the general roles?

• How do we prepare them?

Sept. 11 marked the beginning of a new era with new expectations. The publics we serve will demand professionalism in protection forces. We must examine our own views and develop an appreciation of how our employing organizations use protection officers. Ultimately, the goal is to use them better.

The ball is in our court.

FOR THE RECORD

ABOUT THE AUTHOR

Chris Hertig, CPP, CPO, CPOI, is on the faculty at York College of Pennsylvania where he teaches asset protection and criminal justice courses. He has been actively involved in the training and education of protection professionals since 1980. Mr. Hertig serves as the director of accreditation for the International Foundation for Protection Officers.

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© 2008 Penton Media Inc.

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