The Safe Library - Service, Safety, & Security with Dr. Steve Albrecht

Creating the Perfect Library Security Officer
Ask for more from your security guard provider.
By Dr. Steve Albrecht
 
There are usually two types of library security officers: in-house or contract. In-house security officers are more rare, but they could be provided by your city, county, or perhaps through the Sheriff’s Department. The benefit to this type is that they have knowledge of crime issues in the area and tend to be more responsive (and loyal) because they are also employees just like you. The downside to contract employees is that you may get stuck with an officer who has retired on duty or is a bit lazy and doesn’t do much. You can start by putting some pressure on this person’s boss to get them to work harder.

Contract security employees offer their own set of pros and cons. The biggest downside is they are usually horribly underpaid and as such, we don’t get the quality employee we need because the low pay drives the good guards to go to other firms where they are paid better. The best part about using a contract security officers is that if the firm is reputable and hires well, and has a large number of employees, you can request they put another, better qualified officer in your library, to replace a guard who is not doing the job to your satisfaction.

One of your duties is to make sure the contract security officer is a good fit with the culture of your library, as it’s oriented by your patrons and employees. Is this person a good service provider and not heavy-handed in the security role? Does this person communicate effectively with patrons and staff of different races, genders, and ages? Does this person intervene in patron behavior issues with skill and tact? If not, you have the right to request another officer from the contractor.

Like creating the perfect service-oriented library employee, getting the best use of security officers in your library will take some careful thought, planning, preparation, and discussion, with both library leaders and staff members. It makes good security sense to talk as a group about the benefits of a security officer and how to make the best use of his or her abilities in your library. Then you can meet with the in-house or contract security providers and explain your needs in detail.

In the Security Guard World, it’s all about the Posted Orders. These Orders tell the officer what to do, how to do it, where to do it, when to do it, why to do it, and for whom to do it. The Posted Orders are supposed to be the Last Word on their job duties.

The problem is that too many contract officers are placed into library facilities by the security company’s salesperson, using the same Posted Orders that they would use for a factory, warehouse, retail store, or other non-library location. You need Posted Orders that are specifically created for your library.

The first step, if you don’t have a security officer now or have never had one, is to start with a clean slate about this person’s job duties. Sit down with selected staff members, supervisors, manager, and library leaders and brainstorm what you want - In The Perfect Library World - for this security officer to do.

If you already have a security service in one or more of your libraries, it’s not too late to make changes to their Posted Orders. Look at what is on file now and seek to make changes. Let’s create a list of job duties and responsibilities for your library security officer. You can add, delete, or modify these suggestions to fit the needs of your building, your patrons, and the security concerns of your staff.

Be visible, in full uniform, at all times while working.

Be accessible, by cell phone or radio, at all times while working. (No personal cell phone use or use of our Internet while on duty.)

Patrol the exterior of the library building every hour.

Patrol the parking lot or parking garage every hour.

Walk the library floor every 30 minutes.

Check the public restrooms every hour for illegal activities or violations of our Code of Conduct.

Greet patrons at the main entrance and provide directions, if necessary.

Interact with patrons as necessary and re-direct them to staff for four further help.

Interact with library staff and supervisors about any safety or security issues.

Escort patrons from the library who have been asked to leave or have been previously banned.

Check the Computer Lab, Genealogy Room, and staff work areas several times per shift.

Brief responding police officers to any security concerns; provide an update about a situation as they arrive.

Pay attention for any medical emergencies and call 9-1-1; provide basic first-aid as able.

Pay attention to any hazards that could results in injuries, fires, or damage to library property.

Know the evacuation routes and be ready to evacuate staff and patrons to safe locations outside the building.

Escort any staff members who request it to their cars in the parking lot after close of business.

These need to be communicated to the security vendor’s Site Security Manager in charge of the contract for your facility. These also need to be measured, using observations and reviews, to make certain the things on paper are being done in person. Once you and the Site Security Manager have agreed these are the appropriate Posted Orders (and they are subject to change and modification, as events or needs dictate), this is the standard that all guards must meet fit if they are to work in your library.