Security Supervision and Management (eBook)

Front Cover 1
Security Supervision and Management The Theory and Practice of Asset Protection 4
Copyright Page 5
Table of Contents 6
Introduction 12
Intro I: Dedication 28
Intro II: Foreword 30
Intro III: Acknowledgments 34
Intro IV: Introduction 36
Intro V: Protection Officer Code of Ethics 40
Unit I: Security and Asset Protection Principles 43
Unit I–1: Evolving a Discipline of Security 45
The Value of Security 47
Policing 48
The Role of Management – Responding to Crime 49
Toward a Body of Knowledge 49
The Evolving Discipline of Security 50
Unit I–2: The Future of Security 53
Security Industry Trends 53
Nature of the Security Industry: The Future 58
Conclusion 61
References 62
The Future of Security Quiz 62
Unit I–2: Appendix: The Future of Security Training 63
Concepts 63
Minimum Standards 63
Job Task Analysis 64
Determining Training Needs 64
METL Approach 64
So Where do We Go from Here? 65
National Response Plan 65
DHS Course, UNLV Frontline Responder Training Course Terrorism Awareness: Protecting Soft Targets 66
Public–Private Partnerships 67
Quiz 67
Unit I–3: Key Terms and Concepts 69
Commerce, Supply and Demand, and Stakeholders 70
Management and Management Methodology 70
Functions and Functional Departments 72
Asset Protection and Asset Protection Theory 73
Questions 76
Unit I–4: Explaining Crime: Contemporary Criminological Theory 77
The Classical and Neoclassical Schools of Thought 78
The Positivist School of Thought 81
Other Explanations of Criminality 84
Criminological Theories in the Real World 85
References 86
Appendix: Quick Reference Theory Matrix 87
Quiz 88
Unit II: Human Resource Management 91
Unit II–1: Recruitment and Retention of Security Personnel: Understanding and Meeting the Challenge 93
Introduction 93
Recruitment 94
Internal Recruitment 95
External Recruitment 95
Turnover Costs 97
Absenteeism: A Precursor of Turnover? 98
Retention Strategies 99
Preassignment Phase 100
The Initial 90 Days 100
Conclusion 102
References 102
Recruitment and Retention of Security Personnel 103
Unit II–2: Security Personnel Selection 105
Security Officer Eligibility Requirements 106
Additional Requirements 106
The Interview Process 107
Background Check 107
Conclusion 107
Security Personnel Selection 108
Unit II–3: Supervisory Characteristics and Expectations 109
What is Expected of a Supervisor 109
Characteristics of a Good Supervisor 110
Poor Characteristics of a Supervisor 110
What Employees Expect from Supervisors 111
Conclusions 111
Bibliography 112
Personnel: Policies and Procedures 112
Unit II–4: Evaluation of Uniformed Protection Officers 113
Introduction 113
Officer Evaluation 113
Motivation and Evaluation 120
Unit II–5: Employee Motivation Theory and Application 121
Theories of Behavioral Motivation 121
Herzberg’s Two-Factor Theory 123
Reinforcement Theory 123
Equity Theory 124
Practical Tools in Fostering Motivation 124
Summary 125
References 125
Employee Motivation Theory and Application 126
Unit II–6: Employee Discipline: Policy and Practice 127
Defining Discipline 127
The Disciplinary Process 130
Disciplinary Policy 131
Determining the Necessity of Disciplinary Action 132
Discipline Methods 133
Dismissal: The “Sixth” Disciplinary Method 134
The Appeals Process 134
Low Employee Morale 135
Employee Discipline: Policy and Practice Quiz Questions 137
Unit II–7: Human Reliability 139
Introduction 139
Defining Good Judgment 139
Assuring Good Judgment: A Human Reliability Program 139
Security Management Responsibilities 142
Conclusion 143
Human Reliability 144
Unit III: Supervision 145
Unit III–1: Personnel Deployment 147
The Right Fit 147
Information Gathering 147
Recruitment 148
Scheduling 148
Know your Security Staff 149
Continue Employee Development 149
Personnel Deployment 149
Unit III–2: Dealing with Difficult Employees 151
Determining Personality Types 151
The Indecisive Employee 152
The Angry Employee 152
The Argumentative Employee 152
The NonTalker 153
The Habitual Complainer 153
Conclusion 153
Dealing with Difficult Employees 154
Unit III–3: The Supervisor’s Role in Handling Complaints and Grievances 155
Processing the Complaint 156
Prevention 157
Conclusion 158
The Supervisor’s Role in Handling Complaints and Grievances 158
Unit III–4: Unethical Acts by Security Officers 159
The Problem 159
Leadership, Courage, and Preventing Corruption 159
Why Unethical Acts Occur in the Security Profession 160
Leadership Commitment for Change 160
Training Security Officers to Make Ethics-Related Decisions 160
Rational Thinking for Ethical Decisions 161
Making the Ethical Decision 161
Ethical Training Scenaros 161
The Corruption Prevention Process 161
Conclusions 162
Unethical Acts by Security Officers 162
Appendix A: A Model for Ethical Decision Making 162
Ethics 162
Unit III–5: Interpersonal Communications 165
Information Gathering and Disseminating 165
Situational Leadership and Supervision 166
Team Members Who Fail: Counseling Suggestions 167
Conflict Management 168
Interpersonal Communications 169
Unit IV: Training and Development 171
Unit IV–1: Training: Strategies, Tactics, and Challenges for Protection Managers 173
Defining Training 173
Benefits of Training 173
Determining Training Needs 174
Types of Training 174
Roles of Supervisory Personnel in Training 175
Problems in Training 178
The Definitional Dilemma 182
The Frog 183
Bad Medicine 184
The Assessment Ass 184
The Budget Buster 185
Roleaids 185
Toad Training 186
Mr. Unique 186
Marketing 187
The Profiteer 187
Conclusion 187
Endnotes 188
Training: Strategies, Tactics and Challenges for Protection Managers 189
Unit IV–2: Orientation for Security Officers 191
Introduction 191
Preorientation 191
First Day of Work 192
Orientation for Security Officers: Chapter Review Questions 195
Unit IV–3: Staff Training and Development 197
Three Domains of Training 197
Training Program Development 198
Design the Program to Meet the Objectives 199
What should be Included in the Curriculum 200
Training the Trainer 203
Testing for Learning Retention 204
Development 204
Conclusion 205
Staff Training and Development 206
Unit IV–4: Curriculum Design 207
Introduction 207
Performance Objectives 207
Part I: Concepts in Curriculum 208
Part II: Curriculum Design 209
Identify Entry Behavior Characteristics 210
Develop Performance Objective Test Criteria 211
Implement an Instructional Strategy 211
Conclusion 213
Summary 213
Curriculum Design 213
Unit IV–5: Professional Certifi cations: Milestones of Professionalism 215
The Individual Professional 216
Benefits of Professional Certification to Society 216
Benefits of Professional Certification to Employers, Clients, or Students 217
Benefits of Professional Certification to the Individual 217
The Responsibility of Being a Leader in Security 218
Professional Security Organizations 218
Professional Certifications: Milestones of Professionalism 224
Unit V: Management and Leadership 225
Unit V–1: Evolution of Management 227
Definition of Management 227
The Process of Management 228
The One Skill of an Effective Manager 230
Summary 231
Evolution of Management 232
Unit V–2: Time and Stress Management 233
When is the Best Time for Planning your Work? 233
Protecting the Master Plan 234
Other Things that Attack Time Management 235
Dealing with Stress that is not Work Related 237
Conclusions 238
Time and Stress Management 238
Unit V–3: Project Management: An Overview 239
The Good Old Days 239
Transition to Today’s World 240
Project Management: A Security Specific Pie 240
The People Piece 241
The Program Piece 243
The System Piece 243
The Business Piece 244
Project Management 244
Unit V–4: Company Policy and Procedures: The Security Supervisor’s Primer 245
What are Policies, and How do Procedures and Rules Influence them? 245
The Security Policy and Procedure Manual 251
Quiz 251
Unit V–5: Total Quality Management 253
Quiz 258
Unit V–6: Leadership for Protection Professionals 261
Leadership in the Security Industry 261
Traditional and Contemporary Security Management Competencies 262
Conclusion 279
Bibliography 280
Leadership for Protection Professionals Quiz Questions 281
Unit VI: Risk Management and Emergency Management 283
Unit VI–1: Risk Management 285
Source of Risks 285
Bibliography 288
Resources/Publication 288
Appendix A 289
Risk Management 289
Appendix B 292
Appendix C 292
Risk Management 293
Unit VI–2: Why Accidents Happen: The Theories of Causation 295
Heinrich’s Domino Theory 295
Ferrell’s Human Factor Model 297
Petersen’s Accident/Incident Model 297
The Epidemiological Approach 297
Systems Models 298
The Integration of Theories and General Program Implications 299
Adapting Accident Causation to Specific Environments 299
The Future of Accidents and Accident Causation 300
References 301
Quiz 301
Unit VI–3: The Supervisor’s Role in Safety 303
Supervising Crisis Situations 303
Safety Committee Meetings 304
Safety Attitude Development 305
Supervising Accident Scenes 306
Enforcement of Safety Regulations 307
Fire Safety Supervisory Functions 308
Summary 309
Quiz 309
Unit VI–4: Workplace Violence 311
The Basics 312
Assessing the Risk 312
Awareness Through Training and Experience 314
A Safer Workplace 314
Bibliography 314
Workplace Violence 315
Unit VI–5: Critical Incident Management in the Post-9/11 Era 317
Introduction 317
Scope of the Problem 318
Emergency Planning Considerations 318
Professional Development 327
Summary 327
Bibliography 327
Quiz 328
Unit VI–6: Supervising During Emergencies 331
Preparing for Emergencies 331
Conclusion 333
Supervising During Emergencies 334
Unit VI–7: Supervising During Special Events 335
Assessment 335
Access Control 336
Communications 337
Traffic Control 337
Emergency Medical Operations 338
Evacuation 338
Fixed Posts 338
Assigning Security Officer’s Posts 339
Pre-event Briefings 339
Talking to Crowds 339
Post-event Briefing 340
Selection 340
Recruitment 341
Applications/Interviewing 341
Testing 341
Training: A Supervisor’s Responsibility to the Employee 342
Hazardous materials 342
Delivering Instruction 342
Equipment 342
Conclusion 343
Bibliography 343
For More Information 343
Supervising During Special Events 344
Unit VI–8: Security and Medical Response 345
What is Emergency Response? 345
Economics of Security and Emergency Response 345
Conclusion 349
Security and Medical Response 349
Unit VI–9: Outsourcing in Security 351
Pros and Cons of Outsourcing 352
When Outsourcing is Inevitable 354
For More Information 357
Outsourcing in Security 358
Unit VI–10: Internal Loss 359
Introduction 359
Scope of the Problem 359
Models of Internal Loss Causation 360
Types of Crime and Loss 361
Cultural Factors 362
Prevention 362
Security Awareness 363
Auditing 363
Investigation 364
Protection Officer Role 364
Resolution 365
Career Opportunities 366
References 367
Internal Loss 368
Unit VII: Physical Security and Technology 369
Unit VII–1: Security Systems Design and Evaluation 371
Introduction 371
PPS Design and Evaluation Process Objectives 372
PPS Design 374
PPS Functions 375
Design Criteria 379
Analysis 385
PPS Design and the Relationship to Risk 386
Summary 388
Quiz 390
Unit VII–2: Statistical Analysis 393
The Collection of Data 393
The Organization of Data 394
Analysis of Data 395
Determining Correlations and Causality 398
Conclusion 400
Statistical Analysis 401
Unit VII–3: Security Technologies 403
Introduction 403
Security Systems Integration 403
Computer Basics and Enterprise Systems 403
Electronic Access Control Basics 406
CCTV Systems Basics 408
Fire Safety/Life Safety and Nonsecurity Systems 410
How and Where to Learn More about Security Systems Integration and High Technology Tools 411
Bibliography 411
Security Technologies 412
Unit VII–4: High-Technology Theft 413
New Concern: Identity Theft 413
Proprietary Information 414
Some Things do not Change 414
Recent Trends 414
The Cost of Theft 414
Basic Security Safeguards 415
Inside the Facility 415
Policies 416
Security Devices 416
Conclusion 417
High-Technology Theft 417
Unit VII–5: Designing Operations Control Centers 419
Threat and Risk Analysis 419
Feasibility Study 419
Design 421
Tendering Process 422
Construction 423
Operational Alignment 424
Project Closure 425
Unit VIII: Investigation 427
Unit VIII–1: Managing Investigations 429
Introduction 429
Key Management Skills 429
Personnel Concerns 432
Investigation Issues 434
Conclusion 437
Information Dissemination Checklist 437
Investigations 440
Unit VIII–2: Developing Report Writing Ability 441
Writing Across the Curriculum 442
Developing Report Writing Ability in Subordinates 443
Unit VIII–3: Testifying in Court 445
Grand Jury vs Trial Jury 445
Expert vs Regular Witness 445
Preparation for Court 445
Speaking and Acting with Confidence in Court 446
Giving your Testimony 449
Conclusion 449
Testifying in Court 450
Unit IX: Customer, Client and Community Relations 451
Unit IX–1: Customer Service and the Protection Officer: Guidelines to Achieving Excellence 453
Selection 453
Image Enhancement 454
Training and Behavior 454
Telephone Personality 458
Telephone Standards 458
Customer Service Checklist for Protection Officers 459
Bibliography 459
Customer Service 459
Unit IX–2: The Supervisor’s Role in Improving Customer Service 461
Role of Supervisors 461
Core Philosophy of Parent or Client Organization 461
Ensuring Optimal Performance and Adherence to “Best Practices” 462
The Customer Service Role of Protec tion Officers 462
Feedback Loop: Audits, Customer Complaints 464
For More Information 465
The Supervisor’s Role in Improving Customer Service 465
Unit IX–3: Tenant Relations 467
Site Evacuations 474
Ten Commandments of Evacuations 474
Terrorist Threat Indicators 475
References 478
Tenant Relations 478
Unit IX–4: Uniforms and Image Projection for Protection Forces 481
Role of the Security Officer 481
History 481
The Effect of Uniform Color 481
Uniform Styles 482
Uniform Materials and Appearance 483
The Role of Uniforms in Inspecting and Briefing the Shift 485
Conclusion 485
References 486
Uniforms and Image Projection for Protection Forces 486
Unit IX–5: The Relationship Between Marketing and the Security Function 487
Introduction 487
Security Market Needs 488
The Concept of Services Marketing 488
Security Services Marketing 489
Selling the Security Service 489
Mission Statement 490
The Customer—Security Service Interface 490
The Security Survey 491
Summary 492
The Ten Commandments of Marketing 492
Bibliography 492
Periodicals 493
Marketing the Security Function 493
Unit IX–6: Crime Prevention and Community Relations Strategies 495
Crime Prevention and Response Theory 496
Community Considerations 497
The Security Survey 498
Home Security—Burglary 498
Robbery 500
Rape 503
Identity Theft 505
Shoplifting 506
Conclusion 507
References 507
Crime Prevention and Community Relations Strategies 508
Unit IX–7: Public–Private Sector Liaison Programs 509
The Liaison Function 509
Successful US Programs 510
NYPD Shield 510
LEAPS El Paso 510
Target & Blue
Successful International Programs 511
Operation Cooperation 511
IACP/COPS 2004 Recommendations 512
Selecting a Liaison 513
Public–Private Sector Liaison Programs 513
Unit X: Legal Aspects 515
Unit X–1: Legal Aspects of Security 517
Introduction 517
Key Terms and Concepts 517
Arrest and Detention 520
Detention 521
Considerations Regarding the Use of Force 522
Civil Liability 524
Intentional Torts 524
Criminal Law and Criminal Liability 528
Trespassing 528
Labor Law, Discipline, and Dismissal 530
Legal Standards Regarding Privacy 534
Administrative Law 537
Audits 538
Interrogation 539
Search and Seizure 540
Regulations Governing the Security Industry 541
Standards 542
Giving Depositions and Testifying in Legal and Quasi-Legal Proceedings 543
Bibliography 544
Legal Aspects of Security 545
Unit X–2: Managing/Supervising to Reduce Liability 547
Liability: What Is It? 549
Civil Liability 549
Other General Areas of Liability 552
Employment Liability 553
Criminal Liability 554
What does it All Mean? 554
Bibliography for Further Reading 555
Managing/Supervising to Reduce Liability Quiz 555
Unit X–3: Sexual Harassment 557
Statutory Definitions 557
Development of Harassment Case Law 1970–2001 562
Schools, Colleges, Title IX 570
Equal Employment Opportunity Commission 571
Liability 573
Transfer/Insurance 574
Investigation 575
Discipline 577
Conclusion 577
Sexual Harassment 578