Insight from Security Directors

Transcription

1 INDUSTRY SURVEY Contract Security in Higher Education Insight from Security Directors

2 Executive Summary/Methodology A higher education environment hosts a unique combination of students, faculty and staff along with a wide range of visitors. As a result, security needs in this environment are also unique. To better understand the role security services play in the higher education market, both qualitative and quantitative research was conducted with industry decision makers, as well as with decision makers in other industries in order to establish points of comparison. The research objective was simple define what quality security is and how contract security can play a significant role in delivering a highly effective program to keep campuses safe. Responsibility for management of the overall security program, responsibilities of team members, and the perceptions, advantages and costs of contract versus in-house security were just some of the factors that were analyzed. The results provide insight into the challenges faced by higher education today, most notably: increasingly limited budgetary resources. The results also identify the common factors that help to achieve the definition of a quality security program, including customer service and communication skills, effective execution of job responsibilities, the ability to provide a safe and secure environment, the importance of security staff feeling connected to the institution they re protecting, and how contract security provides significant advantages in the delivery of an effective program. Direct quotes from the survey respondents can be found in the blue boxes throughout this report. Key findings presented in this report were taken from a 2010 survey distributed to over 8,000 security professionals across a range of industries. In total, 331 electronic surveys were completed, achieving a 4.2% response rate and yielding results with statistical accuracy of ±5.5% at the 95% confidence level. This means that there is a 1 in 20 chance that the true measurement will fall outside of this range. Due to small sample sizes, caution should be used when interpreting the results of subgroup analysis. While subgroups may be too small to draw statistically valid conclusions, patterns may emerge that can be useful. Throughout the report, percentages may not add to 100% because of rounding and/or multiple responses. The report also includes selected results from qualitative research established through a series of personal interviews conducted in cooperation with AlliedBarton Security Services where security directors shared their views. Open-ended questions comprised both surveys, allowing for individual opinions, actual experiences and observed experiences with corporate security practices. 2 AlliedBarton Security Services

3 Key Findings Survey Questions: How do certain factors create challenges for security officers or programs? How would you define quality security? What traits/characteristics are important when hiring/ evaluating a security officer? What are the pereceptions of utilizing in-house versus contract security officer services? Study results prove that higher education has distinct needs related to delivering an effective security program versus other industries. A strong theme that emerged from higher education security directors is the idea that quality security is defined as keeping students safe and being part of the campus community. Budget resources are certainly considered a primary challenge -- more so than for any other segment, along with neighborhood and community crime. Higher education respondents also put a higher premium on security personnel being sensitive to diverse populations, and having a strong understanding of the culture of the institution. In addition, over two-thirds of higher education respondents agreed that contract security can have a positive impact on a security program, especially when it comes to the flexibility it provides for both anticipated and unanticipated events. Conclusion The security needs of the higher education market are unique, requiring security officers to have some very specific skill sets; especially demonstrating sensitivity to diverse populations. Even campuses with in-house security see the need to integrate some level of contract security services either as part of their overall security strategy, or as a viable option for accommodating overtime, special events or emergency coverage. Finally, contract security is an effective means of removing some of the burdens related to staffing from security directors and human resources, giving them the time and resources to focus on other duties. Security in Higher Education 3

4 Results Our officers are a key part of our campus and provide services that go above and beyond providing security they are educators who teach our students how to stay safe by conducting programs in residence halls, as well as for our community partners. Situations that Create Higher Education Security Challenges The ability to provide an effective, quality security program in light of increasingly restrictive budget constraints is seen as the most serious challenge facing security professionals in higher education today. Large areas of open space, an unsecured perimeter and multiple buildings are another significant challenge in higher education. It is critical to have enough experienced staff, with insight into dealing with diverse populations, to patrol these areas in order to mitigate the risks associated with maintaining that amount of space. Institutions often host large scale events, so the need to quickly add security staff for sporting events or graduation ceremonies, and/or emergency situations is also cited as a significant challenge. Finally, dealing with issues within the neighborhood and community crime are also cited as significant challenges by higher education security directors. Challenges of Greatest Concern CHALLENGES HIGHER EDUCATION ALL INDUSTRIES Budgetary resources Open/unsecured perimeter Open/unsecured wards, buildings Special events/emergency or unexpected situations Neighborhood/community crime Training/certification Socioeconomic profile of staff, customers, visitors Maintaining organizational culture 21% 61.5% 40.5% 41.0% 31.4% 38.5% 27.5% 30.8% 26.6% 28.2% 19.3% 25.6% 20.8% 17.9% 18.7% 12.8% 16.9% 4 AlliedBarton Security Services

5 Results I like the idea of establishing a partnership with my security provider we know our students, but they are the security expert and know what needs to be done to meet the needs of my organization. Defining Quality Security Higher Education vs. Other Industries For higher education security directors, the ability to provide a safe and secure environment is by far the number one indicator of a quality security program. Faculty, staff, students and parents place a premium on a safe campus. Well-trained personnel that are professional, competent and reliable ranked number two and three by higher education respondents. However, these were also the top indicators of what defines a quality security program across other industries. Those in higher education placed equal weight on the qualities of being alert, visible and responsive; being customer service oriented; and friendly, polite and respectful as they relate to the definition of quality security. Other industries placed a greater emphasis on the importance of being alert, visible and responsive. Higher education respondents placed the least emphasis on meeting company needs/standards/ expectations; decision-making capability and good communications skills. Quality Security Defined CHALLENGES HIGHER EDUCATION ALL INDUSTRIES Providing safe, secure environment Well-trained personnel Professional, competent, reliable Alert, visible, responsive Good customer service Friendly, polite, respectful Meets company, needs, standards, expectations Decision-making capability Good communication skills 22.3% 51.3% 29.0% 38.5% 38.4% 20.5% 36.0% 12.8% 21.1% 12.8% 12.4% 12.8% 12.4% 5.1% 5.7% 2.6% 6.6% 2.6% 5.4% Security in Higher Education 5

6 Results We have cameras and key access, but it provides tremendous peace of mind to know a person is on duty 24/7 and ready to address the needs of the campus. We have a high care model. It reinforces the extent we will go to keep students safe to focus on their studies. Value of Quality Security The value placed on quality security is beyond measure, but especially in higher education where students may make a decision on whether or not to attend an institution based on how safe they think the campus is. Security directors value the feeling of safety that trained security personnel evoke across campus they are a visible presence on active patrol and available to quickly deal with any type of safety issue. And especially in the case of higher education, security s job duties go beyond just providing security services to include things like safety training. Most Important Officer Traits/Qualifications Having officers with the right skill set to deal with the specific culture of an organization is critical to the success of any security program. Higher education s consideration of hiring traits was quite similar to those of other industries, except they did place slightly greater importance on understanding the culture of the organization. Quite simply, across all industries almost every participant (95.5%) considered a focus on customer service as extremely or very important. Written and verbal communications skills were the other highly rated traits (90.3%) participants considered to be extremely or very important. Other qualities that fell in the very important category fairly consistently across all industries were being sensitive to diverse populations; understanding the culture of the organization; an officer s employment history; an officer s training and certifications; being loyal to the organization; and integrating with the organization s culture. Most Important Candidate Traits CHALLENGES HIGHER EDUCATION ALL INDUSTRIES Customer service focused Communication skills (written, verbal) Understanding the organization s culture Sensitivity to diverse populations Employment history Training, certifications -18.7% 94.9% 95.5% 89.7% 90.3% 89.7% 80.1% 89.7% 83.7% 79.5% 78.5% 48.7% 67.4% 6 AlliedBarton Security Services

7 Results Safety is the first priority of students even above teaching them. Our security personnel provide the environment for that to happen. It s so important for our officers to be culturally sensitive because, especially in the case of international students, seeing a uniformed officer at the door can be very intimidating. Perceptions/Advantages of Contract Security Officer Services Among security directors, the overall perception of contact security services across industries was quite positive. The highest level of agreement related to the flexibility that contract services provide, and the importance of having a relationship with a firm in order to accommodate overtime, special events or emergencies (84.6%), although higher education s perception of this benefit was somewhat lower (68.6%). There was agreement across all industries regarding the idea that contract security officers can be as loyal to an organization as in-house officers or university police forces; that they can be integrated with the organization s culture; that it s a highly cost-effective approach to meeting security needs; and that contract security officers can provide the same quality service as in-house officers. However, these perceptions were lower in higher education versus other industries. Across all industries, the top advantages to using contract security included the fact that management, supervision and scheduling is handled by someone else, as well as management of absenteeism, turnover and retention, and salary/benefit/administrative costs. Those in higher education also appreciated the fact that by having some level of contract security, they were able to focus on other functions that are important to the school. Agreement Ratings CHALLENGES HIGHER EDUCATION ALL INDUSTRIES Important to have relationships with security firm to have flexibility Contract guards can be as loyal to an organization as in-house guards Quality of contract security can be the same as in-house guards In-house guards are compensated better than contract guards Contract security is cost-effective approach to meet security needs Contract guards become integrated with organization s culture 68.6% -16% 84.6% 51.4% 63.5% 51.4% 56.9% 48.4% 55.0% 47.2% -16% 63.2% 41.7% -19.2% 60.9% Security in Higher Education 7

8 For more than 50 years, AlliedBarton has been providing security officer solutions where our customers live and work. We operate through over 100 regional and district offices to deliver the highest level of security services. Our local response allows us to meet the specific needs of customers. Our national support enables us to create and consistently deliver these programs with expertise AlliedBarton.com 0711