The Human Factor
Security officers look to e-learning for training requirements
- By Rich Cordivari
- Dec 01, 2007
The digital revolution is transforming the nation’s culture
and clearly altering the way people communicate
with each other. Nowhere is technology’s power more
visibly demonstrated than with training. Factor in digital
training that educates, empowers and connects the vital security
officer sector, and you have a game plan for success.
However, educational technology tools presented in a vacuum
can lead to a disenchanted and disconnected workforce. The key
to a successful training program for security professionals is to
use technology as a tool for making learning opportunities flexible
and accessible to all. Challenges include making sure security
officers are fully supported with the optimal learning tools and
guidance required to be successful in their roles.
The security officer sector is growing exponentially, and the
need for officers to be comprehensively trained is vital. The
Freedonia Group, an international business research company,
reports that the number of security officers is at historically high
levels. In fact, the number of security officers working for private
security firms is expected to increase 3.6 percent per year to
780,000 in 2010 from 537,000 in 2000. But will the burgeoning
physical security workforce be ready and able to take on the daily
challenges they face? And what is the role of security officers in
the divergent sectors they serve across multiple industries?
The Role of Security Officers
The Department of Labor defines the role of security officers in
three capacities:
First responders. Security officers are often the first responders
who patrol and inspect property to protect against theft, fire,
vandalism, terrorism and illegal activity. Security officers protect
an employer’s investment, enforce laws on the property and deter
criminal activity. They use radio and telephone communications
to call for assistance from police, fire or emergency medical services
as the situation dictates. Security officers write comprehensive
reports, outlining their observations and activities during
their assigned shift. They also may interview witnesses or victims,
prepare case reports and testify in court.
Static and mobile assignments. While security officers perform
many of the same duties, their specific duties vary depending
on whether the officer works in a static security position or on a mobile patrol. Officers assigned to
static security positions usually serve the
client at one location for a specified length
of time. These officers become closely
acquainted with the property and must
often monitor alarms and CCTVs.
Officers assigned to mobile patrol duty
drive or walk from location to location and
conduct security checks within an
assigned geographical zone. They may
detain or arrest criminal violators, answer
service calls concerning criminal activities
and issue traffic violation warnings.
Varied responsibilities. The security
officer’s job responsibilities vary with the
size, type and location of the employer. In
office buildings, banks and hospitals, officers
maintain order and protect the institutions’
property, staff and customers. At air,
sea and rail terminals and other transportation
facilities, officers protect people,
freight, property and equipment. Using
metal detectors and high-tech equipment,
officers may screen passengers and visitors
for weapons and explosives, ensure
that nothing is stolen while a vehicle is
being loaded or unloaded, and watch for
fires and criminals.
Technology Tools
The role and responsibilities of each security
officer vary enormously. While classroom
instruction is a crucial component of
security officer training, technology tools
dramatically expand the horizon of each
officer. Technology enhances learning for
security personnel by being a motivating
factor and by its accessibility. Technology
helps motivate learners because it allows
an officer to access learning opportunities
in a way that is immediate, convenient and
familiar. People also may be motivated by
the opportunity to participate in an activity
that uses new technology. Some of the
benefits and uses of technology training
tools include:
Assessment tool. Technology tools
offer the ability to measure the effectiveness
of the programs offered. Are officers
learning, and is this having a positive effect
on their roles in the field? Are the learning
goals aligning with strategic goals?
Variety. Internet training makes learning
opportunities available in ways that provide
flexibility for an organization and allow
security personnel to learn a greater variety
of relevant material in a timely manner.
Compliance. Compliance requirements
for officers vary from state to state
and are subject to frequent change.
With virtual training, updated modules can easily
and quickly be added, which ensures
the officers are up to date on new industry,
state and contractual client compliance
requirements. Technology also has
improved compliance by online record
keeping. It allows less room for error and
offers more easily accessible training
records, available anywhere, to determine if
an officer has completed required training.
Productivity. Essential functions such
as payroll and billing can be delivered
electronically, which allows trainers to
focus on those areas where face-to-face
training is more effective.
Career mobility. Knowledge is power,
and a fast-track for advancement awaits
officers who tap into the digital domain
for 24/7 training.
The e-Learning Revolution
E-learning is revolutionizing the traditional
classroom by augmenting textbooks,
videos and CD-ROMS with online
resources; making learning interactive and
multimedia based; and extending discussions
beyond the classroom walls via new
communication platforms. Education
beyond the traditional classroom also is
being transformed with Web-based tutoring,
access to real-time officer evaluation
systems and officer access to coursework
from multiple locations.
Some technology skeptics argue that the
digital revolution has produced a variety of
toxic effects, such as disconnecting people
from their communities and one another.
Security officer training needs to be an artful
blend of online and in-person training.
Training that encourages officers to learn
real-world skills that enable them to lead
people and rise to senior management posts
are best delivered in one-on-one mentoring
programs and small workshops.
Distance learning is convenient and
flexible for students. They receive faster
feedback on assignments and have more
control over their learning experiences.
Online learning also enhances IT skills
and fosters new ways of constructing
knowledge. Distance learning encourages
continued learning and is especially helpful
for voluntary programs. Many officers
do not keep typical 9 a.m. to 5 p.m. work
days and are better able to participate in
training that is flexible and available when
their schedules permit. Finally, avatarbased
virtual world training allows officers
to “walk” and “interact” inside a simulated
3-D client site and engage in “whatif”
scenarios.
The quality of e-learning varies widely
from organization to organization.
AlliedBarton Security Services’ online
training program has become increasingly
sophisticated with new 3-D virtual training
that accelerates learning in simulated environments.
Whether used for distance or
classroom learning, the benefits of expanding
training programs are flexibility in
delivery methods, the ability to be interactive
and customizations to meet clients’
needs. Security officers appreciate the convenience
of on-demand training delivered
to the workplace anywhere they are via a
variety of methods, including the Internet.
In addition to virtual training,
AlliedBarton also has released
KnowledgeKnuggets™, short instructive
audio MP3 files officers can access and use
at their own pace and on their own schedule.
A Flexible Solution
Delivering world-class virtual and classroom
training programs ensures that security
officers are well-versed in a wide variety
of tactical and strategic information
across diverse industries. It is important to
provide training programs in a variety of
formats. AlliedBarton’s first virtual training
module topic, vehicle searches, is a
component of training for the
chemical/petrochemical industry. It’s virtual
and classroom training curriculum is
continually updated and enhanced to
accommodate the variety of industries the
company serves, including chemical and
petrochemical, higher education, commercial
real estate, financial institutions, government
services, healthcare, manufacturing
and industrial, residential communities
and shopping centers.
E-learning should not be looked at by
companies as a low-cost solution. Creating
original content online that takes advantage
of the best in new technology, funding
24/7 technical support, revamping or
building registration and producing and
teaching online can be expensive. E-learning
programs can actually cost more than
traditional education, but the benefits are
worth the investment.
E-learning, however, cannot be a standalone
program, especially in the security
industry. Clearly, the potential benefits of elearning
for officers and trainers are great
but must be combined with the human factor.
It is important to employ technology for
appropriate educational needs and not as a
quick-fix educational end. Before initiating
new e-learning programs, consider what role
technology plays in the training programs
and what might be missing in training and
education programs already in use. As learning
technologies become more sophisticated,
so too must user’s assessments of their
impact on their employees’ lives.