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Job description

The role of a Healthcare Security Officer is to support the Trust Security Management Team in the delivery of security services to the Trust.

The post holder will provide direct immediate response to all Trust security incidents, managing the situation as the first responder, and making assessments for wider escalation in keeping with a security and healthcare environment.

The post holder will be involved daily in high level impact & intense situations, requiring the regular use of conflict management and physical intervention, resulting in a physical and mentally demanding role.

The post-holder will provide a security presence by undertaking regular patrols, both externally and internally, around the Trust, interacting with site users, observing for any suspicious activity, and undertaking dynamic risk assessments of the situation to deal with as appropriate.

The post-holder is responsible for maintaining a professional approach to their work and responding in a rapid manner to all security and emergency incidents.

The post holder has a responsibility to action tasks when assigned to them, ensuring a proactive and professional approach.

Being a team member of the security team, the post holder has both a group and individual responsibility for defined aspects of the service and will ensure that their contribution is both positive and beneficial in helping Trust Security and other departments of the Trust to fulfil the Trust’s overall objectives.

Communication and Working Relationships

• Work with the management team in the delivery of a 24/7 security service within the Trust and to assist and support colleagues within the clinical and non-clinical services
• Handle enquiries as and when required in a professional and courteous manner
• The post holder will produce information reports which on occasion may be complex and require long periods of concentration
• The post holder will be required to maintain full and accurate records on the task allocation system for which the post-holder is personally responsible
• Maintain full and accurate records on paper and/or electronical means of all work the post holder is responsible
• The post holder must be able to use clear and concise communication skills whilst using the two-way radio systems as well as being proficient in the use of Body Worn Cameras and CCTV
• Demonstrate excellent communication, customer service, negotiation, and interpersonal skills in all contacts with staff, contractors, patients, and visitors and external bodies in respect of cultural and language difficulties, whether communicating verbally, in writing, or by electronic means
• Support radio communication whilst on shift, ensuring that any handover communication is given to the relevant members of the team before the end of the shift
• Support and portray a positive security culture, being an ambassador to Trust security, at all times
• Deal with queries and call escalation, when received, resolving internal service challenges, as well as external queries, prioritising the emergency incidents accordingly
• The post holder will be expected to remain calm and polite under pressure offering solutions and/or escalating as appropriate
• Liaise and communicate with varying departments, Trust staff, patients, visitors and contractors as part of their daily duties, ensuring a professional and courteous service as well as dealing with general queries, customer satisfaction, complaints and any other service issues that may arise
• Notify the Police of on-going incidents where their intervention is required or a crime reference number of needs obtaining

Planning and Organisation

• Providing initial response, attend all emergency assistance responses, thus engaging directly with patients through both verbal and non-verbal communication, and when required, use physical intervention either individually or as part of a team, to mitigate risk and harm to life and property
• Deal with sometimes complex, sensitive and often contentious issues when delivering the Security service
• Personally, responsible to plan their time, ensure they complete allocated tasks within agreed time scales and within the time constraints
• Undertake traffic management when required to support the vehicle flow around the site, as well as car parking congestion; and in support, identify and appropriately manage illegal parking or poor traffic practices through the issuing of fixed penalty notices
• Carry out investigations (including gathering of information/evidence) involving theft, assault or criminal (malicious intent), from across the site
• To have full knowledge and a clear and concise understanding of all the security operating systems including; radios, body worn cameras and security technical systems
• The post holder will be expected to plan and complete daily logs and task sheets
• The post holder will be required to maintain full and accurate records on the log sheets for which the post-holder is personally responsible
• The post holder will be expected to complete temporary ID badge record sheets and contractor badge sign out sheet
• The post holder will be expected to update lost property sheets out of hours and contraband sheets

Responsibility and Accountability

• Support the Trust with immediate first line response in all security operational issues, including emergencies across the Trust
• Manage physical interventions and conflict management situations professionally
• Carry out patrols both internally and externally in the Trust
• Manage general security duties and commitments as required
• Carry out investigations (including gathering of information/evidence) involving theft, assault or criminal (malicious intent), from across the site
• Support with audit checks and response on CCTV, panic alarms, and general alarm activations
• Escort medical/clinical personnel who accompany patients around the Trust and/or where staff requests safety escorts for welfare purposes
• Carry out smoking challenges, advising those who are approached, of the designated smoking locations
• Manage access control across the Trust by key unlock/lock requests, and support with access control management issues
• Challenge any persons behaving in an inappropriate manner
• Support security investigations and at times be the first point of contact, gathering on-going information and evidence; and following investigative steps throughout the entire process, with follow up actions as identified from lessons learnt
• Support and portray a positive security culture, being an ambassador to

Trust security, at all times

• Undertake any other reasonable management requests as and when required to ensure service needs are met
• Respond to alarm activations in support of Trust staff and property, taking immediate decision making and actions in relation to occurrence, and escalating incident management accordingly
• Ensure general safety of the site and external premises; reporting any concerns to the relevant departments and ensuring where possible safety precautions are in place prior to any fixes
• Provide dedicated support in dealing with emergency situations such as Major Incidents and/or Critical Internal Incidents
• Ensure a Datix incident form is completed after all incidents with all domains completed in an agreed timeline

Policy and Service Responsibility

• Be responsible for maintaining a safe working environment; implementing agreed local policies and procedures as identified in “general compliance”.
• To provide feedback on service and security policy design linked to security standing operating procedures

Responsibility for Finance, Equipment and Other Resources

• The post holder will have good knowledge on all equipment associated throughout the security role
• The post holder will be required to ensure two-way radios and body cameras are available and maintained in good working order

Responsibility for Supervision, Leadership and Management

• The post holder will be expected to support and supervise new healthcare security officers whilst they complete their local induction process
• Undertake any other reasonable management requests as and when required to ensure service needs are met

Education and Training

The post holder will ensure they are compliant in the following training courses and complete extra courses depending on the service requirements

• CCTV Cameras including Body Worn Camera (BWC)
• Customer Service Course, including Equality and Diversity
• Diversity within Customer Service
• Radio Awareness training
• Awareness of electronic security systems / Access control systems
• The post holder will be required to demonstrate a willingness to gain professional and/or technical qualifications as deemed appropriate and necessary
• CSAS Accreditation
• The post is subject to conditional requirement that the appointee obtains, within three months of appointment, the following training accreditations:
• Complete the trust mandatory training programmes
• Decontamination Training
• Physical Interventions Training