SECURITY: ROG HATLEM
It is essential that Officers understand the importance of and are able to listen to passengers. If they do not, then quite simply they will not be able to respond effectively. Good communication is paramount to ensure that the passenger clearly understands what the Officer is saying. Poor communication can result in misunderstandings, which in turn can lead to conflict situations. So why do some security companies insist on recruiting people who find it hard to communicate with the public? An essential element of the interview process to identify suitable Officers should be a focus on the individual’s ability to listen and communicate effectively. This is vital, especially during incidents and when relaying instructions to passengers during an emergency. There is no doubt that Officers with both a customer care and a security approach can be a major contributing factor in assisting the TOC to achieve a top score within the Passenger Focus Survey.
Good service can dramatically enhance the atmosphere at, and the customers’ experience of using, a railway station and so getting it right is extremely important.
Training
Fully trained Officers will better reflect the needs, nature and culture of the TOC.
Essentially, security companies need to commit to Continuous Professional Development and encourage and support their Officers to train to at least NVQ level 2 standards. The opportunity to continue to grow and develop through training and
One way of improving the atmosphere at a railway station is to concentrate on cultivating better customer care, but all too often, the importance of this is over-looked.
development is one of the key factors in Officer motivation and retention. Improved customer service is relatively easy to achieve. Simple actions such as putting Officers through NVQ Level 2 for Customer Care can make all the difference.
Officers require specific and targeted training, to complement the basic induction and security training programme. As a minimum, the Officer should receive training in HOT protocol, railway byelaws and terrorist awareness, such as Project Griffin, Project Argus and Operation Fairway. The training programme should enable effective communication of counter-terrorism strategies relevant for front line staff. Another essential requirement for today’s Officer is that they are cross-trained to perform multi-functional duties, such as gate-line assistance, crowd control and first aid. Having the ability to provide a flexible service, with Officers that are able to respond quickly to minimise disruption, will ultimately protect TOC revenue.
Only when an officer is fully trained and qualified, with a flexible, customer care approach, will they effectively represent the TOC in a public facing role.
Screening of Security Officers
Recruiting the right personnel as well as providing suitable training is paramount. A key factor in this process and an essential element in the provision of best practice is vetting. Thorough screening procedures are vital to establish the integrity of Officers and their Right to Work, especially given the ever present threat of a possible terrorist incident. Train stations are all vulnerable as potential crime and terror targets. It is essential that all security personnel are subject to meticulous screening. All Officers should undergo a 5-year vetting process, which meets the requirements of ISO9001:2008 and BS7858 standards, which are the most rigorous in the security industry. By virtue of the Private Security Act 2001, the Security Industry Authority (SIA) was established and since March 2006, it has been illegal to use unlicensed security staff. The SIA regulates the private security industry to reduce criminality and raise standards. This is a critical standard for the security industry and only a handful of companies appear in the top 5% of security companies audited by the SIA.
Client metrics
Customer data can assist a TOC enormously as the more detailed a picture they have of their current passengers, the more targeted and effective their marketing will be. Officers can assist and support this process by collecting data tailored to the specific needs of the TOC and which can cover areas such as the number of incidents and site activities categorised by type. This client metric information enhances the effectiveness of the rail data analysis supplied by the TOC, which in turn assists in the decision making process to improve the passenger experience.
To summarise, manned guarding can be so much more than just an Officer patrolling a station platform. A security provider should be able to offer the TOCs operational efficiency together with a personal, flexible and quality service.
Highly trained and meticulously vetted Officers, with a customer care attitude and a flexible approach, who are motivated and confident, are a real asset to any Train Operating Company.
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