Spotlight on Training
Published: 01 December, 2010
The recent Swansea manslaughter trial underlined the need for correct training in restraint and conflict resolution within the manned guarding sector
Aaron Bishop had reportedly stolen a £35 bottle of perfume from Debenhams in Swansea and was held on the ground by four security guards on a gangway between the Quadrant centre and the adjacent car park. By the time police arrived on the scene Bishop was dead.
One of the security guards, Sam Bawden, 25, was arrested on suspicion of manslaughter after witnesses told police that he had held Bishop around the neck. A Home Office pathologist confirmed to the court that the death had occurred “after a struggle against restraint apparently including pressure to the neck.”
In court, Bawden, who was employed by a Swansea-based firm, Professional Security Management, denied holding Bishop around the throat or using excessive force. He was cleared of manslaughter by Swansea Crown Court on September 30.
Cases like this one are rare but due to the nature of the job security staff are often under scrutiny over a range of incidents. And of course, it all comes down to training.
Leading international security group G4S supplies 150 members of staff across 23 shopping centres in the UK and Ireland and it is keen to expand this area of the business.
Jack Craig is regional director of G4S Secure Solutions Scotland. He believes the training the company provides equips its security officers to work hand in hand with shopping centre management teams, making a positive contribution to the centre and becoming a valuable part of their team.
“Security staff are in a customer focussed role and should be a secondary extension of the centre ethos; something that is emphasised right from the beginning through the training our officers receive,” he says. “Security officers are often the first point of contact for visitors to a shopping centre and they need to offer any extra help they can, make people feel comfortable and in turn encourage them to return in the future.”
Staff go through a four-level training programme which takes 16 weeks to complete. They are tested in risk awareness, conflict resolution, fire doors, emergency processes, evacuation and first aid if required. And it’s a continuous training programme.
G4S staff have even started using Segways (a moving platform on wheels, often used in places like LA and Miami). They help staff to get around quickly, enable them to see further and because they are more visible to potential trouble-makers, there is more of a deterrent.
Apart from the severity of the case at Quadrant shopping centre, customer service issues were also highlighted. The court heard that while Bishop was being restrained several anxious members of the public asked Bawden to stop but were ignored.
Donnie McLeod is a former police officer and security expert. He is currently head of security at SPT and member of Resource Group’s Security Advisory Board. He thinks customer service is the most important thing in security. “The public can assist a security guard if there is a safety issue, incident or possible danger,” he says. “Staff have to be customer friendly so people aren’t afraid to approach them if they have information or if they need help.”
G4S put a lot of emphasis into training its staff to provide customer service over and beyond their day-to-day security duties.
“Centre managers are encouraged to sit in on the interviews, and we will then work with them to develop a training plan that fully supports their customer care initiatives,” says Craig. “This includes giving the right candidate time to find out about the centre, get to know the staff and learn details like bus times so they can help customers. It’s important to get down to the nitty gritty detail.”
Craig emphasises the importance of communication with centre management. “Staff strive to become part of - and communicate professionally with - the internal team and we encourage staff to go the extra mile,” he says. “For example, if the bins are overflowing and the waste disposal van isn’t due for another two days, a security officer can bring it to the attention of the management.”
G4S also has an internal compliance team and a mystery shopper programme to make sure staff are knowledgeable, uniformed correctly and professional. “Our reputation is key if we want to secure new business, so we do everything we can to ensure we are providing the best service possible,” explains Craig.
And just what the future has in store for the regulation of private sector security staff and their training is uncertain. Licensing and regulation has been the role of the Security Industry Authority (SIA) since the quango was established in 2003. But this is about to change - in October the coalition government announced that there would be a “phased transition” from the SIA to a “new regulatory regime”, leaving many wondering what effect this could have on the quality and performance of security staff in the future.
Planning for the transition is in the early stages and any clues as to what the new system for regulation may be, or who will take over in providing it, are vague.
SIA chief executive, Bill Butler, explains: “Work and planning will be underway immediately, but it is not expected that any significant changes will take place before the Olympics in 2012. Subject to agreement, the transition could then be completed by 2014.
“There is now much to be done, and the next step will be for the SIA to establish initial arrangements to work with the industry and stakeholders, including the devolved governments in Scotland and Northern Ireland.
“Currently, the existing regulatory regime - licensing and the Approved Contractor Scheme - remain in place and existing laws will continue to be enforced. All individuals undertaking licensable activity must ensure they have the required SIA licence.
SIA chairman Ruth Henig welcomed the efforts made by the industry to inform the debate and to develop and ensure a smooth transition to the new system.
This news comes at a time when the private security sector has never been bigger. Having grown considerably in past years and decades it is now one of the few sectors that is enjoying economic growth.
It is estimated that more than half a million people are employed in the UK industry - now worth £6bn and a 2004 study by the Confederation of European Security Services found that there was one private security operative for every 401 people living in Britain.
“The training and briefing of staff is paramount,” says McLeod. “Good management, lighting and CCTV is part of it but that’s secondary. Training is the most important thing - it’s what keeps you ahead of the game.”
Exactly how the transition will effect the sector and the quality of training can only be guessed at but what is certain is that there will be significant changes. Things will become clearer in the run up to the Olympics but as to what the outcome will be, only time will tell.
