Improving your Security Crowd Control Service

When a client hires security company to supply security guards for crowd control they generally have a picture in mind of how their allocated guards will conduct and portray themselves, the client would expect a security guard that is professional, fit and well trained. All too often what they do not get what they expect.

What we have found is that most security guard companies are capable of providing the service that clients want, but too often do not because of a lack of ongoing quality control procedures.

A security guard company is a contract company that supplies a service just like any other contract service. If you hire a painter, you can see whether or not they are doing their jobs by looking at the walls. Unlike security guards the personality of the painter is really not an issue. If the painter’s work is not up to scratch it will be very obvious.

But when a company supplies a security guard, the client takes it on trust that the guard is qualified to work, is well trained and has had a criminal record check. It is also important that the criminal record checks and qualifications are checked regularly.

In most instances they probably are, but it is important to implement a system of verification and quality control to ensure that problems associated with the lack of performing these jobs do not begin to occur.

In this article we will discuss seven (7) simple steps to improve security services and security staff.

Screen the Company Qualifications

Security companies should be registered and have an Australian ABN number, security master licence, work cover complaint and the proper insurance. It is also important that they have an employee manual that covers staff rules and regulations. Areas covered in this manual should be but not limited to: Recruitment and selection, behavior and code of conduct, Administration and support, performance learning and development and conditions of employment. Lastly make sure the company has training developed specific to suite your venue.

Screen your Guards Qualifications

In many states and territories, security guards are mandated to have a specified amount of training before they can begin working as a security guard. You should check the security guards licence and make sure that the security guard has the proper qualifications to work in your venue or have a third party provider check the qualification for you. In NSW for a security guard to be working as a crowd control guard they must have an RSA (Responsible Service of Alcohol) and a current Vtab approved Firs Aid qualification.

Another excellent way to screen whether the guard is a good fit for your venue is to conduct a short "interview" to get a feel for the guard and to explain your expectations. This first conversation can tell a lot about what to expect and to see that you have the opportunity to make another call to ask if the company has a guard more suitable.


Assess the Security Guard Training

Firstly find out if the guard has access to a copy of the employee manual. The Security guard should have a very thorough orientation that introduces each guard to the client’s rules and regulations. In many cases the guard's orientation is very generic and not specific to a client’s venue.

• Ask the security guard company for a site specific training program.
• Where is the training held?
• How many hours does the new guard spend training in your venue?
• How often is the venue monitored by a supervisor?
• What is the process if the guard calls in sick?

The answer to each of these questions should be appropriate to securing your venue.

• You should consider sitting in on your security guard company's orientation and your site specific training to get an understanding of what goes into preparing a guard to work at your Venue.
• Run regular checks to see how often the supervisor visits your venue, supervisors should sign in when they come and go.

When security companies provide poor supervision, there is not enough emphasis placed on preventing mistakes, problems, and complaints.

A good supervision and quality control mechanism eliminates the possibility of the guard becoming too familiar and gives them a better understanding of their functions.

If the guards are not being supervised, they begin to feel that their work is not important and they begin to see themselves as less of a part of the team. When a security guard does not feel part of your team it will typically lead to unacceptable practices such as unprofessional conduct, delays and even theft.

Monitor Guards Starting and Finishing Times

Monitor the starting and finishing times of the guards, guards who are late put everyone under pressure, obviously guards are their because of licensing requirements, when the guard is late the venue is usually breaking the rules that the council and licensing police have set out, not only to mention the fact you are paying for a service that you are not getting. All guards should sign on where a manager can identify that they are on site.

Monitoring Guard Performance

Security guards can show a face to you that is really not how they work when they are doing their job, they could be rude to clients, to assertive or just not happy at work in the later part of their shift. Regular monitoring of staff through mystery shoppers service is a great way to keep security guard performance at a premium.

Regular Meetings

Meeting with the security guard company regularly to exchange information and feedback is a very important part of keeping your security service at a premium. Without providing regular feedback to your security guard company, property managers are missing out on opportunities to achieve incremental increases in efficiency. Issues such as guard performance, customer feedback all your security concerns should be discussed during these meetings.

Be Open to the Licensing Police

If the policy can see that you are taking every precaution to safeguard your venue by complying with the number of qualified guards on site they will be more inclined to communicate to you on any problems that may occur, getting them onside and keeping them onside is paramount to running a successful venue.

For venue managers, getting the security that they want is sometimes just a matter of putting the right processes in place to make sure that all parties understand what is expected.

The seven simple steps that we outline here only a few of you to consider: For more tips or suggestions, please contact www.brikylsecuritysolutions.com.