The Changing Role of Security Officers in 2025

Mobile reporting

The change in terms of mobile reporting is most evident when it comes to documentation. While security officers have used mobile devices for years, expectations for reporting are now significantly more detailed and immediate.

Real-time reporting expectations have surged. Security officers must create comprehensive reports, verify patrols via mobile apps and capture evidence as incidents unfold. Clients are now requesting photo documentation, GPS verification of patrol routes and on-site incident submission.

This level of detail builds trust and improves contract retention. Such responsive and technology-centred patrolling has become a necessity.

Communication and co-ordination duties 

The reporting requirements outlined lead to more complex communications. Officers now co-ordinate with multiple parties – facilities management teams, cleaning personnel, vendors and building management groups – and require sophisticated skills to manage simultaneous situations.

Officers now serve as a central information hub, communicating activities, maintenance regimes and security concerns to stakeholders in real-time. Rather than just observing and reporting at a later juncture, security officers function as real-time co-ordinators who are helping to make building operations run smoothly.

Security officer scheduling 

Security officers must be highly flexible, adapting to changing schedules, covering multiple sites and handling last-minute shift changes. The expectation of flexibility creates challenges when it comes to consistent site knowledge and relationship building.

Officers must be highly adaptable, quickly learning site-specific procedures and client expectations for each new assignment.

Training requirements

The combined demands involving technology, communication and flexibility also require more complex training. Officers now need familiarity with various mobile platforms, customer service protocols and emergency procedures in addition to the traditional security skills.

One particular issue is that the scope of duties has expanded, but on occasion without a proportional increase in training time. Companies can struggle to provide comprehensive preparation, while in parallel making sure that training remains efficient.  

Hiring and staff retention issues

The changes outlined can create immense challenges when it comes to staffing. The expanded skill requirements make both recruiting and staff retention difficult as competition for skilled security officers intensifies.

Long-standing challenges – including the working hours and varied locations – are now somewhat more acute. Many security companies struggle to maintain a full staffing scenario, particularly so in relation to overnight and weekend working.

Staffing challenges are even more pronounced in specific market sectors. Security companies compete directly with retail, hospitality and logistics where the pay is similar, but the working schedules are more predictable. For security companies, becoming an employer of choice is no easy goal.

However, positions that accurately reflect the modern scope of security work (including technology and customer service-focused roles) can attract strong candidates looking for more than basic patrol work.

One-to-one briefing

The role of security officers will continue to change as contract demands, the labour market and technology continue to evolve. Take a look at how Timegate+ from TEAM Software can assist with scheduling, communication, reporting and retention by booking a one-to-one briefing today.

*Further information is available online at www.teamsoftware.com