Given that the great majority of burglaries occur between 10 PM and 3 AM, your security staff is important to keeping residential complex safe, especially at night. The best security training is the key to ensuring that everyone stays safe and that you don’t build a bad reputation. Having a residential complex that has poor security will give people the impression that you don’t care about your residents.
Here are four reasons why your security staff needs great training to succeed.
1. Technology Changes All The Time
No matter what industry you’re in, technology is going to have an impact on it if it hasn’t already. In the world of residential security, there are so many great new gadgets, wireless systems, and mobile apps that your staff can use. However, with these changes come the need for new methods of training your security staff.
If you have a huge residential complex, having mobile apps and wireless communication is important. The most well-experienced security staff might be great at dealing with people and defusing problems, but they might not be tech-savvy. Taking the time to train them means that everyone will be on the same page and that you don’t need to worry about anyone not being prepared.
One great technology that security systems are employing now is the use of drones to oversee large regions. If you have a complex that’s a half a mile wide, it might be full of places where people could breach security. Having drones flying overhead, with people trained to use them, might be just what you need.
You also need to make sure that all of your staff is making the most of whatever system you have now. If you don’t understand all of the potentials that it holds, hire someone who can show you all new ways to be more productive with what you have.
2. Every Complex Has Different Needs
Training is essential because no two residential complexes are the same. Even if you are merely shifting one staff member from one site to another, they should be retrained on what’s important about the new site. There could be nuances and concepts irrelevant to their old job that is key to their new job.
Complexes might be mixed-use, have privately owned public spaces (POPS) attached, or could be open to the public for part of the day. Having your staff know this, what the most common problems are, and how to deal with issues is very important.
You need your security to provide a safe space for residents while also staying out of the way of visitors allowed to be on site. A residential site could have publicly accessible storefronts that need to be open to the public to keep tenants happy. Your security guards need to know who is allowed to have access to areas that might not even be open to residents.
Security is a service position when applied to a residential complex. Good service requires knowledge of who should get what access and who doesn’t. Good training will ensure that there are no snags when providing everyone with the service they expect.
3. Residential Complexes Require Personal Touch
Residential complexes don’t require the same kind of security that commercial sites, construction zones, and private companies require. Some residents might be visited by friends and family at all hours of the day and night. Treating their guests like they’re unwelcome could upset residents and lead to tenants leaving.
Residential complexes will have families on site with kids. The kids might not adhere to the boundaries that adults do and will consider security guards as part of their world. Your security guards need to understand this and treat families well.
There’s also an element of discretion that security guards should provide to their residents. If someone is having a personal issue, it could lead to security staff finding out or witnessing a conversation that is otherwise private. They need to know when to afford residents discretion and when to intervene.
They should be aware of the danger of talking about residents’ personal lives, even when they’re required to intervene. A domestic dispute or a stalker could require their intervention, but also require them to keep quiet. An illness could lead to frequent visits by home care staff but shouldn’t lead to rumors.
Your residential security has many responsibilities that go beyond what’s in the typical job description.
4. You Can’t Assume They’re Prepared
Many applicants to security jobs arrive with some training they’ve done previously. They might be great at conflict resolution, disarming attackers, or being an armed guard. However, this isn’t always legal or what’s required of your security.
They need to learn how to exercise soft power in their role as a security guard of a residential facility. It’s not often appropriate to be aggressive at a residential site.
There might even be some maintenance issues that security staff will be tasked with. You can’t assume that your security staff knows how to change a fuse, even in an emergency. While they might be the only authority on site at 3 AM, they might not be able to handle small issues.
Instead of having residents complain or having to send down an expensive electrician, things like this should be able to be handled by security. When it comes to serious maintenance, they should know how to log the problem for your maintenance staff.
There should be some small problems that you can expect security guards to handle, however.
The Best Security Training Saves You Money
Not only will the best security training save you money by keeping residents renewing their leases but you’ll have less turnover. When your staff knows what’s going on and is well prepared for their work, they’ll show up in a good mood and feel ready for action no matter what.
In addition to keeping the morale up with training, check out our guide for how to encourage and reward your staff.