Security officers are typically hired to “observe and report.” However, there are increasingly occasions when officers must respond, and respond quickly and accordingly to minimize risks and limit liability. These incidents or situations may range from detaining potential trespassers or vandals to more violent or criminal incidents. More recently, security officers are responding to medical emergencies and natural disasters, offering support to first-responders and guidance and direction to employees, visitors, and others potentially in harm’s way.

The following situations are not always high-profile, life threatening incidents, but if response is not prompt and appropriate, they can often lead to a series of problems, including injury and liability:

• Fire or other alarms
• Medical emergencies seizures, heart attacks, slip-and-falls
• Water or natural gas leaks, flooding or roof collapses
• Violence, a burglary or other criminal activity
• Natural disaster such as storms, tornados or hurricanes

How security officers respond and the impact of their response is directly correlated with the level and type of training received, including the drills and situational training specific to the location at which they work. Most people don’t train to fail….they just fail to train appropriately and continually. This is why situational-response training is critical to business continuity and recovery.

While it is impossible to plan for every event or incident, being well-informed about post assignments and responsibilities, basic emergency procedures and access to key information and communications is vital. Here are a few elements that can immediate improve performance.

• Conduct an Emergency Situation Audit – determine the probability of specific incidents and impact. Create scenario-based training for the security officers on the most probable, highest impact incidents and develop protocols and procedures, with a focus on access to emergency equipment, communications, exits, first-aid kits, etc.

• Create a crisis response plan including roles and responsibilities, communications contact and system information.

• Implement a series of “surprise” and scheduled drills involving everyone potentially impacted including first-responders, tenants, employees, visitors, and vendors.