After a thorough review and assessment of the facility, a three-tiered professional security department was established. The three-tiered approach integrated (1) security officers, (2) public safety officers and (3) certified company police officers within one facility. The combination of these security professionals creates a comprehensive security team with full responsibility for facility security. Working in concert, they deliver a broad range of security services and create a safe haven for the community.
The work environment and distressed family situations can also culminate in tension and security issues. All three levels of security training for officers included a module for identifying, mitigating and managing workplace violence. The three-tiered approach must be carefully planned and coordinated with healthcare clients.
Tier 1: Company Police Officer
The first tier of security begins with company police. Certified company police officers are highly trained officers with arrest authority in the state of North Carolina, for example. Company police officers should have experience as a traditional police officer and be required to successfully complete a rigorous police-training program for healthcare facilities. Officers should also receive additional training, such as non-violent crisis intervention to fully equip them as enhanced resources. Training provides them with skills and knowledge to positively influence and manage disruptive patients. Officer training also ensures the enhanced physical safety of all patients, visitors, and staff.
Company police officers deliver multiple benefits to the entire community. The hospital is staffed with certified company police officers who allow the local police department to reassign officers to the community. More local city police officers are available to patrol neighborhoods and deter crime, and the community still enjoys the security expected by having company police officers stationed in the busy medical center.
The company police officers maintain the safety and security of the entire campus, including the behavioral health unit of the emergency department. This sensitive area is critical since constant precautions must be taken to prevent suicide, elopement and violent patient or visitor outbursts. Company police officers relieve local law enforcement of securing the emergency department and managing involuntary commitment patients. The visibility of company police officers in full uniform at healthcare facilities is also an immediate crime deterrent.
Through partnerships with healthcare facilities, security providers and the local police department demonstrate their value to the entire community. They collaboratively deliver annual officer training, participate together in community outreach programs such as parades and visits to schools, co-author or create news articles of interest, and attend banquets together, to name a few cooperative activities.
Tier 2: Public Safety Officer
The second tier of this integrated model includes the addition of public safety officers into the hospital environment. Public safety officers are skillfully trained to work in behavioral/mental health areas and emergency departments. Due to the restrictive environment, these officers are unarmed but trained in non-violent crisis interve
ntion and Management of Aggressive Behavior (MOAB). They are also highly skilled in assisting with de-escalation techniques and strategies.
Public safety officers work closely with staff to assist with patient interactions, manage suicide risks and ensure elopement prevention. They are responsible for routine patrols, log sheets, valuables and property management, as well as maintaining the safety and security of each patient.
Tier 3: Security Officer
Professionally trained security officers create the third tier of security. They are responsible for interior and exterior patrols of the facility and campus to ensure maintenance of a safe environment. They identify potential security breaches, monitor points of facility entry and serve as crime deterrents. Meeting the expectations of the patients, visitors and staff is essential when providing and maintaining excellent customer service and service recovery. Security officers also receive training for non-violent crisis intervention to assist with de-escalation techniques and strategies.
The Three-Tiered Approach Works
All officers in this strategy must be trained and dedicated to consistently provide excellent customer service and guest relations. The three-tiered security structure delivers a comprehensive approach to security for healthcare partners and can provide exceptional safety and service to patients, visitors and staff.
Many areas of vulnerability exist in a typical healthcare campus design. The three-tiered security strategy is not only a generally cost-effective solution, but offers a well-rounded plan to address, mitigate and respond to security issues that will inevitably arise in the sensitive healthcare environment.
Chris Cromer is vice president of healthcare operations in North Carolina at ODS Security Solutions, and Christopher Belden is director of security and public safety at ODS Security Solutions. For more information, contact Chris Cromer at [email protected] or Lisa Terry at [email protected].
