Segment 2: Introduction to Private Security

Question 1

Segment 2: Introduction to Private Security. What are the objectives?

Answer 1

 Define “professional” and explain the standards of professional conduct for SPs.
 Define “ethics” and explain its importance in the security profession.
 Give examples of ethical and unethical behaviour on the part of SPs.
 Define “customer service” and explain its importance in the security profession.
 Describe the difference between private security and the police.
 List the types of jobs that SPs could do.
 List the basic duties of SPs.
 List the types of incidents to which SPs might have to respond.
 Explain the basic steps in responding to incidents.
 Explain the guidelines for incident scene protection.
 Describe the role of emergency services and regulatory agencies.
 Explain the authority of emergency services and regulatory agency personnel on
private property.

Question 2

What are the three pillars of Private Security?

Answer 2

1. Professionalism
2. Ethics
3. Customer Service

Question 3

What is “Professionalism”?

Answer 3

Professional:

1. “A skilled practioner”
2. “One who follows the technical and ethical standards of a profession.”
3. “Having the qualities associated with trained and skilled people, such as effectiveness, skill, organization and seriousness of manner.”
4. “Businesslike; conforming to the standards of skill, competence, or character normally expected of a properly qualified and experienced person in a work environment.”

Question 4

What associates with 1970s’ term “professional”?

Answer 4

people like lawyers, doctors, or accountants, who had to undergo extensive training and meet specific standards in order to practise their professions.

Question 5

What characteristics belong to 1970s term “professional”? /5

Answer 5

1. Had strict admission standards
2. Required members demonstrate proficiency in a wide-ranging body of knowledge
3. Required extensive formal education
4. Viewed the occupation as a public service
5. Required its members to be licensed

Question 6

In 1980s and 1990s what linked “Professionalism”?

Answer 6

• higher salaries

- superior products, services, and customer satisfaction.

Question 7

When did SSA and SSR came into effect in BC?

Answer 7

September 01, 2008.

Question 8

Under SSA, Section 3 and 11 who does the term “security guard services” refers to?

Answer 8

• Contract security guard services
• In-house security guard services
• • Security guards at hospitals, universities, banks, retail outlets, etc.
• • Loss prevention personnel
• • Doorpersons at licensed liquor establishments
• • Bodyguards

Question 9

What are SSR requirements? /3

Answer 9

1. Complete Mandatory BST [Section 3(10)(b)]
2. Fluent in English. [SEcdtion 3(10)(a)]
3. Undergo full criminal records check. [Section 3(10)(a)]

Question 10

What are the Standards for Professional Conduct?

Answer 10

1. Knowledge, skills and qualities
2. Professional appearance
3. Professional deportment

Question 11

What is “Professional Deportment”?

Answer 11

Deportment: the way people conduct themselves.

Includes both verbal and non-verbal communication.

Professional deportment can be described as follows:
 Correctly identifying yourself (including your function and main concern, and the course of action that you would like the other person to take)
 Producing your security worker licence/identification if requested
 Beginning every encounter in as low-key a manner as is safely possible. A high-handed approach or an immediate display of force is inappropriate and unprofessional.
 Clearly providing reasons for the request for compliance (unless emergency action prevents such explanations)
 Using the appropriate tone and volume of voice
 Avoiding any behaviour or verbal communication that is defensive, argumentative, or threatening
 Avoiding discriminatory and derogatory language and actions that are racist, sexist, homophobic, etc.
 Avoiding sarcasm, inappropriate humour, and swearing
 Being able to ignore verbal abuse and avoiding any personal use of profanities or obscenities
 Using no more force than is necessary
 Using discretion appropriately

Question 12

A professional SP must: /9 PART 1

Answer 12

 Obtain the required training and meet all licensing requirements.
 Be knowledgeable about the law, company rules and regulations, and their own specific duties and responsibilities.
 Work effectively in a team setting to fulfil the client’s needs.
 Demonstrate respect for each other, the public, and clients.
 Treat everyone in an equitable, fair, and respectful manner.
 Assess people by their actions and not by their appearance.
 Be knowledgeable about and sensitive to groups and persons with distinct or special needs.
 Act in a disciplined, honest, and ethical manner.
 Respect authority and instruction.

Question 13

A professional SP must : /5 PART 2

Answer 13

 Deliver quality service and avoid any behaviour that would constitute negligence (e.g., not performing required duties; filing false reports; leaving the workplace without permission; failing to act when necessary, etc.).
 Respect the chain of command.
 Respect confidentiality.
 Abide by employment regulations on attendance, punctuality, etc.
 Maintain a positive attitude and find ways to continue improving job skills, such as:
– Keeping abreast of relevant new knowledge, techniques, etc.
– Seeking and taking additional refresher training
– Reviewing their own performance periodically

Question 14

Professional Appearance

Answer 14

• Be well-groomed
• If required to wear uniform, ensure that their uniform is clean.
• Have appropriate equipment, all items of which should be in good working condition.

Question 15

SPs Code of Conduct

Answer 15

Section: 14 of SSR

(c) must act with honesty and integrity,
(d) must respect and use all property and equipment in accordance with the conditions of his or her licence,
(e) must comply with all federal, provincial and municipal laws,
(f) must treat all persons equally, without discrimination based on a person’s race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, age or economic or social status,
(g) must not use profane, abusive or insulting language or actions,
(h) must not use unnecessary force,
(i) must not engage in behaviour that is prohibited by law,
(j) must respect the privacy of others by complying with privacy legislation and treating all information received while working as confidential, unless disclosure is required as part of such work or by law,
(k) must cooperate with police if it is required by law,
(l) must not be unfit for duty, while working, through consumption of alcohol or drugs,
(m) must not conspire with another person or aid or abet another licensee to contravene a provision of the Act or this regulation or a condition of a licence,
(n) must not wilfully or negligently make a false statement or false complaint, and
(o) must not misrepresent to any person the type or conditions of his or her licence or the nature of his or her authority under the law.

Question 16

What is ethics?

Answer 16

“Knowing the difference between good and bad, and right and wrong; and recognizing one’s moral duties and obligations.”

Question 17

What are the three requirements for SP to act ethically?s

Answer 17

1. Complete understanding of their legal authorities
2. Complete understanding of their professional responsibilities
3. Careful consideration of the facts of each situation

Question 18

Why is it important for SP to be ethical?

Answer 18

1. SP receive close scrutiny by peers and superiors, and court of law.
2. Unethical decisions could result in SP losing job and reflect badly on everyone in the organization.

Question 19

How does SP maintain integrity?

Answer 19

By being:

• Disciplined
• Honest
• Ethical
• Non-discriminatory

Avoid situations that would compromise integrity.

Question 20

How does SP honor client’s/ employer’s trust?

Answer 20

1. Information must remain confidential, SP must adhere to company privacy policies and privacy law. Even when staff is friendly with SP.
2. Unless authorized, SP must not use computers or other equipment at the locations in which they are providing service.
   - Accessing such equipment is a breach of trust, and is unacceptable conduct.

Question 21

What are some Ethical challenges? /6

Answer 21

• Peer Pressure
  - Follow coworkers to take shortcuts
  - Unethical employee might try to involve another employee in illegal activity/ practice.
  - New workers may seek “validation” from veteran
• Invisibility of Actions
  - SP must be responsible for his or her own behavior.
• Opportunity
  - SP have unlimited access to many sensitive areas and organizations’s assets.
  - never give company information to others
  - never use position of trust to enrich themselves unlawfully.
• Rationalization
  - don’t attempt to rationalize unethical acts.
  - rationalized unethical behavior is still illegal and unethical.
  - Nothing is free, Sp who gives in to requests may be compromised.
• Frustration with Organization Practices
  - Many professionals who work with criminal justice system become frustrated with the way it operates.
  - Some take matters into their own hands. Don’t
  - SPs must remember standards of ethical behavior.
• Reporting Unethical Behavior
   You have a legal and moral right to do your job, and that includes identifying deceitful, unethical, and illegal practices committed by a fellow worker.
   While you might not be able to prevent all deceitful, unethical, or illegal acts by fellow employees, at least this particular case will not continue if you report it.
   While a public scandal might develop, at least the public will be aware
  that there was no cover-up.

Question 22

What does the Customer service graph look like?

Answer 22

Employer - SP
Emergency services - SP
Client - SP
Contractors - SP
Client's customers and the public - SP
Tenants - SP
Other SPs and agency employees - SP
Regulatory agencies - SP

Question 23

Customer Service - Orientation consist of what elements? /3

Answer 23

1. Appearance: Is Sp well-groomed and neatly attired?
2. Demeanor: Is he or she courteous, friendly, and helpful?
3. Problem-solving approach: If difficult situation arises, does SP ask, “What can we do to resolve this to our mutual satisfaction?”

In addition to protect people and property, it is equally SPs role to serve and assist.

SPs must be aware of and strive to meet those standards.

Question 24

Respectful and bias-free relations with public

Answer 24

Canada and BC legislation protects people from discrimination. Each person, therefore, must be judged as an individual on basis of his or her actions, rather than on any of these characteristics.

Question 25

How does SP respect Multiculturalism and diversity?

Answer 25

In this multicultural and diverse environment, SPs must be aware of their values and beliefs, and recognize that these could affect the way in which they interact with others. For example:
 An SP is providing security at a club that has a dress code. A person comes to the door wearing formal attire from his country of origin, but is not wearing a tie. The SP might be unsure about whether this person has met the dress code requirement.
 An SP is working in a mall. Two men are walking hand in hand, and people are looking at them questioningly. The SP might also wonder about the men’s behaviour.
 The SP might belong to a culture which believes that looking a person in the eye is a sign that one is telling the truth. In some cultures, however, it is disrespectful for a young person to look an elder in the eye.

SPs must recognize, respect, and make room for individual values, beliefs,
and differences.

Question 26

What are False Assumptions based on Bias and Stereotypes?

Answer 26

SP are responsible for acting in a professional manner, treating each person as an individual with respect and dignity.

Bias and stereotypes are root of most discriminatory actions.

“stereotype” refers to internalized inaccurate beliefs about people. Those assumptions help us order our daily tasks and make it easier for us to interpret our world.

be prepared to change or reject assumptions that are contradictory. Adapt to change, if change is necessary.

Assumptions become stereotypes when they are fixed, inflexible, and distorted.

Question 27

Some examples of stereotypes. /15

Answer 27

 Chinese are good at math. 
 Women are emotional. 
 Muslims are terrorists. 
 Aboriginal people are all on welfare. 
 Gay men are all effeminate. 
 Punk kids with mohawks, spikes, and chains are a menace to society. 
 Asians are poor drivers. 
 Canadians are polite. 
 Poor people are lazy. 
 White people are greedy and selfish. 
 Aboriginal people are spiritual. 
 Gay men are sensitive. 
 White people are all Christian. 
 Women are caregivers. 
 Aboriginal people care about the land.
 Immigrants are hard workers.

Question 28

What does the term “discrimination” refers to?

Answer 28

Situation in which an individual or a group of people is singled out and treated in an adverse manner that is different from how others are treated.

1. limit access
2. impose burdens
3. obligations

Question 29

What are some discriminators differences in treatments? /4

Answer 29

1. race
2. color
3. religious belief
4. sexual orientation

Question 30

Difficulties associated with stereotyping and discriminatory behavior ex:

Answer 30

SP must rely on reasonable suspicion rather than stereotypes. People that are being stereotyped may become upset and escalate the situation.

Some difficulties associated with stereotyping:

• Decisions not based on fact may lead to loss of trust.
• Acting on false assumptions may raise safety issues and legal issues, including charges of discrimination.
• Negative expectations my lead to a failure of interaction.

Question 31

What are the three relevant rights for SP to be aware of in the Canadian Charter of Rights and Freedoms? /3

Answer 31

1. “Everyone has the right to life, liberty, and security of the person and the right not to be deprived thereof except in accordance with the principles of fundamental justice.” (Section 7)
2. “Everyone has the right to be secure against unreasonable search and seizure.” (Section 8)
3. “Everyone has the right not to be arbitrarily detained or imprisoned.” (Section 9)

Question 32

How should SPs resist stereotyping? /7

Answer 32

1. Treat all individuals with respect.
2. Assess all individuals according to their actions.
3. Recognize and challenge the stereotypes they themselves hold.
4. Keep an open mind.
5. Pursue quality contacts with others.
6. Know the community in which they are providing security.
7. Be professional at all times and maintain the public’s respect.