ASIS in the UK

WE’RE OFTEN very impressed by the scientific R&D initiatives of security manufacturers and the products they can bring to market. It’s also fair to recognise the truism that we often find ourselves over-reliant on technology. In our continual search for introducing efficiencies into our businesses, we’re easily seduced by the latest, ‘must-have’ kit. 

Over recent months, we’ve witnessed a small turnaround in the wider perception of key workers including security officers and the important and much-valued work they do. I would place any ‘host’-type role within that description (ie a person being the first point of contact for visitors to a building). As many businesses return to work, the risks have shifted for those performing front line duties. 

The continued presence of COVID-19 causes us to re-examine many ways in which we work, how we approach unknown individuals, conduct a bag search, a person search or detain a suspect, etc. Yes, there is technology out there that will transact one or two of those key tasks for you without you having to lift a finger.

At least for now, it’s mandatory to wear a face covering on all forms of public transport in much of the UK. Many will assume this ‘new normal’ behaviour for some time yet, I’m sure, and at least until their confidence is completely restored in being around mixed groups of people, particularly so within densely populated towns and cities. I have read several articles that speak around technology constraints with this in prospect, asking how technology will cope. I’m not so sure it needs to. 

Face coverings

This focuses our thoughts back on to our front line colleagues who are now expected to engage daily with people they don’t know and who are possibly a risk, and who are now, with some legitimacy, covering their face. Is it OK to ask a visitor to remove their face covering during a public health emergency? Is it the right response to refuse entry to anyone who refuses to do so? 

At the very least, this may cause some distress to a person who holds a genuine anxiety about the prospect of removing their face covering. Worse still, it may well provoke an unwanted reaction, possibly aggressive or violent in nature. We’ve seen examples of this of late where serious assaults on security staff have resulted from their enforcement of face coverings.

This set of circumstances has propelled the subject of positive engagement metaphorically and practically to the front line. The ability of staff to be able to communicate in a natural and non-confrontational way that effectively enables them to assess risk, identify a potential threat and intervene with skilful communication is a highly valuable trait. 

This isn’t a new phenomenon. It’s by far the most effective tool we have within our own means. It’s an essential skill, deeply embedded within the way many providers of hospitality operate. This isn’t a space for tech’.

‘Security Through Service’ 

Within my own business, we have for many years trained a ‘Security Through Service’ programme to all employees. At its core sits exemplary customer service: to host, engage, welcome and assist. Alternatively, to the customer with a more dishonest intent; to intervene, stop, question and suspect. This is a powerful deterrent and, when fully committed, will significantly reduce workplace risk, detect otherwise unseen circumstances and potentially prevent more significant events from happening. 

Launched last year, the See Check and Notify (SCaN) training product from NaCTSO/CPNI recognises the ‘Power of Hello’ in its fantastic training package of six modules designed to help protect your workplace. Alongside behavioural detection methods, and when combined, it can be incredibly powerful and effective. No ‘tech’ required. 

As for face coverings? This is where the art of vigilance, awareness and, most importantly, communication plays its ace card. It should not be a critical factor if someone is or isn’t wearing a face covering. The interaction itself should feed the decision-making process sufficiently to understand the situation. Yes, there will always be sensitive buildings or environments that necessitate the need to remove face coverings even momentarily, but this will not be the case for the majority.

As we gear ourselves up for a much awaited return to business, we’re mindful that the broad set of risks we faced before COVID-19 are still very much present today, as we were so tragically reminded with the recent murder of three innocent people in my home town of Reading.

There are always training needs to be met. A strong sense of customer service-based communication skills, I would suggest, must be up there among the most important to better protect our businesses and those on the front line. 

Darren Carter CPP MSyI FISRM is the Head of Group Security at Edwardian Hotels and the Vice-Chair of the ASIS International UK Chapter (www.asis.org.uk)