Frontline Security Officers:  An imperative force multiplier

The convergence between frontline security officers and physical security technology can further harden a fixed asset’s security framework while concurrently providing a welcoming environment. But challenges remain in encouraging security officers to embrace security technology.

The contemporary contract security industry and officer

The employment of contract security services has and will continue to skyrocket to protect against the development of natural and man-made threats. Statista (2023) reports that by 2028, the worldwide growth of private security services will reach an annual market volume of 5.45%, which translates to US$114.70 billion or roughly £94.34 billion.

Combining this figure with the costs required for implementation and maintenance of physical security countermeasures, such as access control systems and CCTV camera systems, one can say with certainty that the expectations for the return on investment (ROI) will continue to be high.

However, there is a certain obstacle which faces some of our frontline security officers globally: the ability to operate these systems with confidence. Most contract security officers are computer literate, with a basic understanding of systems used to operate physical security systems.

Many applicants entering the contract security field would include these candidates:

Generation Z – born between 1996 & 2012 (currently aged between 11 and 26)

This group is often well versed in technology because of their reliance on it. This creates a benefit to the security industry because Gen Z security officers have already experienced exposure to technology and can be more adaptable to physical security system use.

Millennials 1981 – 1996  (currently aged between 27 and 42) & Generation X – born between 1965 & 1980 (currently aged between 43 and 58)

These groups include those looking for a second or supplemental career. These individuals can either accept and adapt to the proposed convergence between their security duties and the use of physical security systems or become disgruntled with the perceived difficulty.

Baby Boomers – born between 1946 & 1964 (currently aged between 59 & 77)

Baby Boomers are more reluctant to adapt to technological forms of access control. They are often assigned to roving/mobile patrols, loading docks, or exterior gates, as these posts usually have minimal interaction with technology.

Of course, these classifications only give a broad picture of applicants looking to work as security officers. Regardless of background, what is imperative is that a security officer is properly trained, can commit to their duties and adapt to the technology. Security officers from each of the categories have the capability to learn to use physical security equipment. Maintaining their acumen is an imperative task for the contract security manager beyond initial on-the-job training, which is why recurrent refresher training is paramount.

The challenge of embracing technology

If there is one thing, of many, which came out of the COVID-19 pandemic, it was that it pushed technology further to the forefront of human interaction. Zoom and Teams calls became, and remain, the primary form of some workplace interactions. In the security sector, technology has always been depended on. Unfortunately, some security officers exhibit reluctance towards the convergence of their job functions and physical security technology. As a frontline security manager for nearly 20 years, training security officers in physical security applications remains an important part of my role. However, hesitancy from security officers to fulfill their obligations to work with physical security systems continues to present roadblocks. Reasons vary; however, the most prominent reasons are:

• Fear of breaking the technology and the repercussions.
• Refusal to learn the technology because it is too complicated.
• Being raised in an environment with limited access to computers or other technology.

A further challenge for security officers is the fact that clients and asset(s) owners are looking to save money. This means physical security countermeasures are often sought in lieu of a security officer service.

For example, some asset owners are leaning more towards CCTV camera systems alone rather than a security officer or combined security officer/CCTV camera system. This is due to the “cost-effectiveness, advances in detection technology, and improved response times” (Netwatch Group, 2023). There may be advantages in an approach that uses technology alone, but in my view, it is not enough: the objective for protection should not be how to reactively do more with less but to proactively do more with security officers, keeping in mind a feasible budget.

Achieving a balance

Following threat and vulnerability assessments, how to converge and balance the role of security officers with physical security countermeasures must be planned and allocated strategically.

Contemporary private security services are delivered with customer service. Sure, a physical security device can greet people upon entrance into a corporate class A office building, for example. But the art of protection is more than just programmed greetings. There must be a balance.

Having a security officer with customer service skills makes owners, guests, and bystanders know they can be safe, secure, and welcome, all at the same time, while appeasing financial considerations from the C-Suite. Their convergence with technology – including CCTV cameras, access control systems, locks, lighting, and gates – is a must to help target harden. This requires strategic thinking, preplanning and spirit. It should be remembered that most security officers are vested with a sense of duty and allegiance to who and what they are protecting.

No facility or individual can be 100% free of risk. By nurturing, supporting, and advancing convergence between security officers and physical security technology, customer service-oriented security can be assured while concurrently deterring criminal activity.

Matthew Porcelli MSc, CPP, CPOI, F.ISRM, MSyl

The Security Institute Frontline Operators Special Interest Group (FLOSIG).