Sentinel The
Where industry leaders turn for security services and resources
Excellence Partners
Integrated Safety
Dependability
Our Journey to
Assurance
Value-Added m i t i g at i o n
Reliability
Alarmingly Secure
Security Dedication
In This Issue: CEO Letter. . . . . . . . . . . . . . . 2 Employee Highlights. . . . . . 4 Technology & Training . . . . 8 Industry News & Knowledge. . . . . . . . . . . . 10 Conferences. . . . . . . . . . . . . 16
Training
Competent
Spring 2014
Innovation
A quarterly look into our company, our employees, and the industry we serve
Technology
FOCUSED
Risk reduction
Solutions Assessments SKI L L ED
Cost Management
ODS Security Solutions
Where industry leaders turn for security services and resources
A Letter from Our CEO and President
ODS Security Solutions is committed to bringing best practices, advanced technology, and customer insights to all of our clients. Collaboration and continual evaluation of healthcare security practices contribute to our ability to deliver outstanding security solutions 100% of the time. Keeping our eye on the national and international security industry - and taking advantage of lessons learned - will continually enhance security for our clients. In the wake of some of our nation’s worst security breaches and active shooter events in history, you will learn more about the critical role of effective threat assessment programs and response teams in this issue. You will also get a glimpse of one of the latest approaches to effective and efficient security solutions through an innovative three-tiered approach to healthcare security. This strategy not only strengthens healthcare security, but places extreme emphasis on the patient experience and positive HCAHPS and customer service scores.
You will read what many of our clients have to say in the Employee Highlights section of our newsletter. We are proud of the outstanding performance of our skillfully trained, highly competent, and extremely professional security team members. They are truly leading our ‘journey to excellence’ through their daily actions.
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We are proud of the outstanding performance of our skillfully trained, highly competent, and extremely professional security team members.
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ODS Security Solutions is an “alarmingly secure security organization”. This isn’t just a tagline - it’s a promise to our clients. And it’s a purpose and an expectation of every ODS employee. We know that you trust the safety and security of your organization to us, and we are committed to delivering excellence in every way possible. Thank you for allowing us to share industry-leading knowledge, experience, and innovative insights with you as we continually deliver the best possible security solutions for your organization. Rafe Wilkinson, CEO ODS Security Solutions
ODS: Top 50 Employer ODS Security Solutions is proud to be recognized as a Top 50 Employer in Virginia once again this year. As we continue our Journey to Excellence, our company continues to grow. We are always looking for dedicated, committed, and caring individuals with experience in healthcare security to grow with us. Thanks to all of our valuable employees in for the incredible work they do to keep our client facilities safe and secure – while ensuring the highest levels of customer service and respect for individuals. Visit our website to access the full article on the Top 50 Employers: http://odssecurity.com/2014/04/ods-top-50-employer/.
2 | The Sentinel – Spring 2014
50
TOP
As we enter our busy conference season, we continue to focus on our Journey to Excellence for our clients and those they serve. Conferences are a valuable industry resource for collaboration with other industry leaders from the International Association of Healthcare Safety and Security (IAHSS), ASIS International, and other experts. We look forward to engaging in discussions with members of the Emergency Nurses’ Association (ENA), executives at Becker’s Hospital Review, and other organizations at upcoming conferences to help us better provide outstanding security solutions.
EMPLOYER
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Technology and Training
A Tiered Security Solution for Behavioral Health Authors: Chris Cromer and Chris Belden This article originally ran in Campus Safety magazine located at CampusSafetyMagazine.com
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n the United States and around the world, hospitals and healthcare organizations are typically viewed as safe havens for patients, families and staff. Individuals from the community enter hospitals daily seeking medical care or visiting friends and family, and they expect a safe, secure environment. Employees, nurses, physicians and other hospital staff members also Many of the come to work each day with the same issues that same expectations of safety.
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city police and law enforcement officials deal with arise in hospitals at some point.
People often ask why hospitals and healthcare organizations need such high levels of security. The answer is simple.
A hospital is similar to a small city within a city. Many of the same issues that city police and law enforcement officials deal with arise in hospitals at some point. A hospital is a community of people and departments that can be widely dispersed. Staff often works in isolation, and hospitals are open to anyone, including mental health and forensics patients. Hospitals offer lucrative benefits for individuals seeking drugs, and domestic violence disputes or workplace violence can erupt in healthcare settings in minutes.
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All hospitals are attractive targets for criminal activity. Pharmacies, birthing centers, behavioral/mental health units and emergency departments are just a few areas that require added protection and security. Hospitals and healthcare facilities typically have a 24/7 open-door policy. This allows thousands of people to enter the facilities, at all hours. There are multiple points of ingress and egress, including the main entrance, emergency room, staff entrances, loading docks and
other points in the building. The increased risk of crime and breaches of security are complicated by this open-door policy, which often spans multiple campuses. Balancing Cost-Effectiveness and Comprehensive Security Healthcare organizations are challenged in a new day of healthcare reform that requires them to more stringently balance medical care, cost and efficiency. Most are battling Medicare/Medicaid for higher levels of reimbursement, and hospital administrators are constantly looking for cost-effective solutions for all services – including safety and security. Meeting the requirements and standards of state and federal regulatory agencies is a critical consideration when deploying security strategies. Developing a strategic security plan requires careful consideration of the hospital environment, assessment of current security measures and effectiveness, and identifying opportunities to strengthen security cost-effectively. It also involves the most effective balance of security professionals and technology for optimal effectiveness and cost management. Cost-effective, enhanced security solutions should also include support services such as professionally trained security officers, police officers and off-duty police where appropriate. A critical objective for healthcare security partners when working with healthcare organizations is to assess, identify and create a comprehensive security model specific to the organization. Although there are similarities among all hospitals, there are also unique aspects and needs within each individual hospital environment. It’s essential to recognize the nuances when creating the best possible security plan.
ODS Security Solutions | 3
ODS Security Solutions
Where industry leaders turn for security services and resources Tier 1: Company Police Officer
One of the first questions asked by most healthcare leaders is, “How does security and public safety impact the budget and bottom line?” A former CEO of a major healthcare facility once expressed his thoughts this way: “If people in the community do not feel safe when they are in your facility or on your campus, they will find another hospital that meets their needs and seek healthcare services elsewhere.” This philosophy remains true today. Healthcare security providers must embrace opportunities to demonstrate how a strong If people in the security program can also be community do not feel cost-effective. For example, ODS Security Solutions safe when they are partnered with a hospital in North Carolina for an in your facility or on opportunity to pave the way for a more structured and efficient your campus, they will hospital security team. The partnering hospital recognized find another hospital the importance of creating that meets their needs change to reformat the duties and responsibilities performed and seek healthcare by security personnel in their facility. Change created an services elsewhere. opportunity to also build a comprehensive security team charged with covering all aspects of safety and security. The ultimate goal was to increase the safety for patients, visitors and staff — while managing costs.
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After a thorough review and assessment of the facility, a three-tiered professional security department was established. The three-tiered approach integrated (1) security officers, (2) public safety officers and (3)
4 | The Sentinel – Spring 2014
The first tier of security begins with company police. Certified company police officers are highly trained officers with arrest authority in the state of North Carolina, for example. Company police officers should have experience as a traditional police officer and be required to successfully complete a rigorous police-training program for healthcare facilities. Officers should also receive additional training, such as non-violent crisis intervention to fully equip them as enhanced resources. Training provides them with skills and knowledge to positively influence and manage disruptive patients. Officer training also ensures the enhanced physical safety of all patients, visitors, and staff. Company police officers deliver multiple benefits to the entire community. The hospital is staffed with certified company police officers who allow the local police department to reassign officers to the community. More local city police officers are available to patrol neighborhoods and deter crime, and the community still enjoys the security expected by having company police officers stationed in the busy medical center. All hospitals are attractive targets for criminal activity. Pharmacies, birthing centers, behavioral/mental health units and emergency departments are just a few areas that require added protection and security. The company police officers maintain the safety and security of the entire campus, including the behavioral health unit of the emergency department. This sensitive area is critical since constant precautions must be taken to prevent suicide, elopement and violent patient or visitor outbursts. Company police officers relieve local law enforcement of securing the emergency department and managing involuntary commitment patients. The visibility of company police officers in full uniform at healthcare facilities is also an immediate crime deterrent.
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Through partnerships with healthcare facilities, security providers and the local police department demonstrate their value to the entire community. They collaboratively deliver annual officer training, participate together in community outreach programs such as parades and visits to schools, coauthor or create news articles of interest, and attend banquets together, to name a few cooperative activities. Tier 2: Public Safety Officer The second tier of this integrated model includes the addition of public safety officers into the hospital environment. Public safety officers are skillfully trained to work in behavioral/mental health areas and emergency departments. Due to the restrictive environment, these officers are unarmed but trained in non-violent crisis intervention and Management of Aggressive Behavior (MOAB). They are also highly skilled in assisting with de-escalation techniques and strategies. Public safety officers work closely with staff to assist with patient interactions, manage suicide risks and ensure elopement prevention. They are responsible for routine patrols, log sheets, valuables and property management, as well as maintaining the safety and security of each patient. Tier 3: Security Officer Professionally trained security officers create the third tier of security. They are responsible for interior and exterior patrols of the facility and campus to ensure maintenance of a safe environment. They identify potential security breaches, monitor points of facility entry and serve as crime deterrents. Meeting the expectations of the patients, visitors and staff is essential when providing and maintaining excellent customer service and service recovery. Security officers also receive training for non-violent crisis intervention to assist with de-escalation techniques and strategies.
certified company police officers within one facility. The combination of these security professionals creates a comprehensive security team with full responsibility for facility security. Working in concert, they deliver a broad range of security services and create a safe haven for the community. The work environment and distressed family situations can also culminate in tension and security issues. All three levels of security training for officers included a module for identifying, mitigating and managing workplace violence. The three-tiered approach must be carefully planned and coordinated with healthcare clients. The Three-Tiered Approach Works All officers in this strategy must be trained and dedicated to consistently provide excellent customer service and guest relations. The three-tiered security structure delivers a comprehensive approach to security for healthcare partners and can provide exceptional safety and service to patients, visitors and staff. Many areas of vulnerability exist in a typical healthcare campus design. The three-tiered security strategy is not only a generally cost-effective solution, but offers a well-rounded plan to address, mitigate and respond to security issues that will inevitably arise in the sensitive healthcare environment. Chris Cromer is vice president of healthcare operations in North Carolina at ODS Security Solutions, and Christopher Belden is director of security and public safety at ODS Security Solutions. For more information, contact Chris Cromer at ccromer@odssecurity.com or Lisa Terry at lterry@ods-security.com.
ODS Security Solutions is
Alarmingly Secure ODS Security Solutions is “Alarmingly secure” isn’t a tagline - it’s a promise to our clients. And it’s a purpose and an expectation for our employees.
We will never stop innovating, never stop improving, and never stop investing in the latest technology and most skilled and passionate people to help you do your job even better - and make your facility alarmingly secure. ODS is alarmingly secure...effective...reliable... dependable...dedicated...skilled...focused... helpful...friendly... collaborative...innovative...seamless...integrated!
Let us tell you more – contact us at
1.888.221.0802 ODS Security Solutions | 5
ODS Security Solutions
Where industry leaders turn for security services and resources
Employee Highlights
Employees Making a Difference Officer Randolph Bland celebrated his 16th year with ODS this past March. He has worked at several ODS sites. He is a dedicated and dependable worker and we truly appreciate his years of service.
Security officer Melvin Lightfoot has been employed with ODS Security Solutions for over 15 years. Melvin is very dedicated and hardworking. He has worked at the same client site for over nine (9) years offering security services, commitment, consistency, and dedication. Melvin’s knowledge of the site and relationship with the client is outstanding, offering peace of mind every day. We are very proud of Officer Lightfoot who is dedicated to supporting the ODS Journey to Excellence and delivering caring security services for our client and their assets.
6 | The Sentinel – Spring 2014
ODS Security Welcomes Calvin Bostic ODS Security Solutions is pleased to announce that Calvin Bostic has joined our leadership team as Director of Security at Mary Washington Healthcare in Fredericksburg, VA. Calvin brings extensive experience in security solutions, disaster planning/recovery, and customer service to this position. He has executed considerable contributions to the security industry through innovative solutions across a broad spectrum of disciplines. Calvin served in the United States Marine Corps Security Forces where he trained in anti-terrorism. He was actively involved in security operations during the USMC Operation Desert Shield (Iraq) and Operation Sharp Edge (Liberia). As the former Director of Security for the Ritz-Carlton Hotel Company for 14 years, Calvin served as a Senior Security Director. He effectively leverages his experience and training in Ritz-Carlton customer service principles to enhance his position of authority in security management. He was involved in the design and implementation of over 30 hotel security departments including hotels in New York, Boston, Washington, Philadelphia and several international properties. Visit this link to learn more about Calvin: http://ods-security.com/ category/news/ . Evante Chew and Brian Claus received awards and a standing ovation in April from Mary Washington Healthcare Associates and Managers. They were recognized for their dedicated efforts in keeping the organization safe after a very serious event (shooting victim/ perpetrator). Congratulations on a great job!
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Employee Highlights
Employees Caught Leading Journey to Excellence INOVA Fair Oaks Hospital recently recognized Mansoor Ahmed during their Shared Belief Celebration in April 2014. Office Mansoor was instrumental in helping manage an incident at the hospital that resulted in possibly saving a patient’s life. His quick thinking and expert deployment of security skills and quickly taking action to resolve a life-threatening situation earned him this honor. Officer Mansoor demonstrates how critical it is to master the training and techniques necessary to protect patients so they may heal in the healthcare facilities we serve. Great job Officer Mansoor! Sergeant James West was our January 2014 Officer of the month at Duke Regional. Since joining the Team at Duke Regional Sergeant West has proven he is a true leader and continues to show his dedication to our Department. Sergeant West goes above and beyond in assisting staff and has really made an impact in our Emergency Department! We continue to hear wonders about his interactions and want to Thank Sergeant West for leading by example.
Corporal Derek Brown is the Officer of the month at Duke Regional for February. Corporal Brown has done an exceptional job at learning healthcare security and taking that to the next level of being a true leader. Brown started with ODS at Duke Regional Hospital as a security officer and has proven he was ready to take on more responsibility and was promoted to Corporal in an armed security position where he successfully completed the armed training through PPS. Way to go Corporal Brown and thank you for all you do in support of ODS Security Solutions and Duke Regional Hospital! Our Officer for the month of March was Officer Laverne Rankins, who has been a tremendous addition to our security team at Duke Regional Hospital! [We] continually hear what an inspiration he is to everyone here because of his amazing personality. He never hesitates to fill in for a fellow officer or lending a helping hand at a moments notice. We are truly blessed to share this amazing experience at Duke Regional with Officer Rankins. There is no doubt that he will continue to inspire us through his gentle and calm leadership. Thanks to Officer Rankins for living by Duke Regional’s values and making us all see the positive in all situations.”
ODS YouTube Channel is Live Have you visited our YouTube Channel yet? If not, visit soon because there’s plenty to see including:
Employee’s Guide to Security License Compliance Dream On – Giving an Employee a Car ODS Culture Video To access all videos, visit www.youtube.com/user/odssecuritysolutions. Watch for more to come soon!
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ODS Security Solutions
Where industry leaders turn for security services and resources
Employee Highlights “Sgt. Allsbrook has provided exceptional customer service to [another] one of our patients and his spouse. Please join me in congratulating Sgt. Allsbrook on his dedication to this department, the hospital and to our customers. A patient called to let me know how much a blessing Sgt. Allsbrook was to his wife and him today while at the hospital. The patient utilizes a wheel chair and his wife is walking with crutches. Under these circumstances it is quite challenging to maneuver in and out of their vehicle as well as having to walk/wheel long distances to get to their destination from where they have to park. The patient stated that he and his wife were not looking forward to this challenge, as they knew they had their work cut out for them today. They were extremely pleased with how they were tended to with so much thoughtfulness [by Sgt. Allsbrook]. They commended Sgt. Allsbrook for being so polite and courteous while assisting them. They asked that Sgt. Allsbrook be recognized on their behalf for being such an outstanding representative of the hospital and the security department. The treatment he and his wife received today will definitely have an impact on future visits to Duke Raleigh Hospital.” (Submitted by ODS Client).
“Hi, I just wanted to extend a big thank you from the staff at Kids’ Station about the great job the shuttle drivers did during the last two snow events. They were very professional and came to pick us up to go to and from the Hyatt very promptly. Please let them all know we really appreciated their efforts. Thanks, Robin – Mary Washington Healthcare”
Thanks to our corporate team members for celebrating Go Red Day on National GoRedDay to fight heart disease in February, 2014!
8 | The Sentinel – Spring 2014
ODS now has four new Violent Patient Management (VPM) and Pressure Point Control Techniques (PPCT) Instructors! They are David Reese, Christopher Belden, Julie Schenck and James Hill. “I am privileged to stand with them as their assistant!” ~ Lisa Terry, CHPA, CPP, President of ODS Healthcare Solutions & Chief of Company Police. Thanks to Office Laquon Alston for being an important part of our Journey to Excellence: “I received a call yesterday from a client regarding the performance of Officer Laquon Alston. He told me that Officer Alston was a great worker and that he was happy to see a young man who had such an outstanding work ethic. I couldn’t agree more. I wanted to thank Officer Alston for his good work!” ~ James Baldwin, ODS Client Manager
Don’t miss out on our Sentinel Newsletter and breaking industry news! Join our newsletter mailing list by texting your email address to us. Text the keyword: ODSSECURITY to 22828 to get started.
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ODS Security Officer Wins a Car ODS Security Solutions was proud to award one of our own employees with a new car. The car was part of a contest to recognize employees for their hard work and commitment towards excellence.
Employees who entered the contest had to demonstrate how they exhibit behaviors that contribute to the ODS Journey to Excellence. They were allowed to use any form of media or documentation they chose. There were many participants and they all did a great job – but there could be only one winner.
ODS recognizes new Company Police officers – congratulations Sergeant Andre Ray, Sgt. Trevor McAdoo, and Chad Gregory. Ebony Armstrong’s entry inspired the leadership team and she drove away in her Ford Taurus!
“I would like to praise our [ODS] Security Department for all the hard work they are doing.” ~ ODS Client, University Healthcare Partner
Visit our YouTube channel to see the surprise on Ebony’s face when she received the call from Rafe Wilkinson, CEO of ODS Security Solutions. It’s priceless! You will be inspired by Ebony’s story. http://ods-security.com/2014/03/ods-security-solutionsawards-card-outstanding-employee/
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ODS Security Solutions
Where industry leaders turn for security services and resources
Employee Highlights A note from one of our ODS commercial clients: “I received a call this past Sunday morning about 10:30 am from your [ODS] security officer on duty. Your guards had discovered that our air compressor was not working properly. They called me and we got maintenance on it. Speaking with my maintenance manager yesterday, he told me that we caught it just in time. If it had gone much longer, systems would have failed, the fire alarm would have activated, and the fire department would have responded. So obviously we saved a lot of headaches. Just wanted to say thanks…Job well done!” Thanks to Officers Rhonda Cosby and Roy Burd for taking quick action to avert an event!
“Just wanted to tell you again that you are doing a fantastic job....100000 times better than the old security dept. THANKS!”
Name Confidential: Account transitioned from previous security firm
Manage Your Stress Levels “You always think about stress as a really bad thing, but it’s not,” said Daniela Kaufer, associate professor of integrative biology at the University of California, Berkeley. “Some amounts of stress are good to push you just to the level of optimal alertness, behavioral and cognitive performance.” In the world of security, stress is inevitable. But being able to manage stress is essential. High levels of chronic stress can increase your risk of heart disease, depression, obesity, and many other ailments. It can also cause emotional problems and interfere with relationships and overall quality of life – whether you are at work or at home. Training security officers to manage varying levels of stress is integral to an effective officer-training program. General guidelines for managing stress are not only applicable for our security officers, but for the employees and clients we serve. Consider these tips for better stress management: 1. Get enough physical activity and exercise. 2. Ease up on caffeine and sugar. 3. Eat healthy, well-balanced meals – and always eat breakfast for a healthy start.
“On 5-1-14 around 10:30pm we had a couple of family members of a patient cussing and acting very angry because [they] were not able to come back when they wanted to - and before I could even call Security to come and assist us, they were already at our front door from watching the video cameras. Security officer Byrd’s timing was perfect and needed. It was a definite relief to see Officer Byrd walk through our doors when he did and we here in the ICU greatly appreciate the attention to safety that he showed us.”
Sincerely, B.H., Charge Nurse
10 | The Sentinel – Spring 2014
4. Avoid alcohol and nicotine. 5. Get enough sleep. 6. Keep a positive attitude. 7. Set limits and learn to say ‘no’ when necessary. 8. Enjoy social support and spend time with family and friends. 9. Contact your company’s Employee Assistance Program (EAP) for help if stress is overwhelming.
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Client Highlights Congratulations to Dick Donahey on his recent retirement from Alamance Regional Medical Center. Donahey has overseen many departments during his 27 years at Alamance Regional Medical Center. These include employee health, human resources, training and development, dining, volunteer and rehabilitation services. It has been an honor to provide security services under the incredible leadership of this organization, led by Mr. Donahey. Congratulations to Katie Galbraith, MBA, who has been named president of Duke Regional Hospital, effective May 1, 2014. She served as Duke Regional’s interim president since September 30, 2013, and formerly served as the hospital’s vice president. Since 2001, Galbraith has held various responsibilities at Duke Regional, from marketing and business development to hospital operations.
Congratulations Inova Fair Oaks Hospital - for being named One of the Nation’s Top 100 Hospitals! Click here for more information: http://bit.ly/1jPanyG No surprise here, VCU Medical Center is selected in ‘Richmond’s Top Workplaces’ for 2014 via Richmond TimesDispatch – for more: information visit www.facebook.com/TimesDispatch Congratulations! Inova Alexandria Hospital, Inova Fairfax Hospital, Inova Loudoun Hospital have been designated as Primary Stroke Centers by The Joint Commission for stroke care excellence. Learn more: http://www.inova.org/stroke-care
ODS Supports Paralympics ODS Security Solutions is a strong supporter of the communities we serve. Part of our focus in the security industry is being a visible, positive, and influential presence throughout the community. For example, ODS Security Solutions a proud supporter of the Paralympics’ in Richmond, VA. Sportable is an organization in Richmond whose board of directors and staff brings to bear a single-minded determination each day to remove any barriers that impede access to sport for the physically disabled.
Sportable’s mission is to: “create opportunities and transform the lives of individuals with physical disabilities through sport and healthy lifestyle activity. Sportable promises: (i) to free athletes to see beyond their disabilities, (ii) to assist them in building peer relationships that in turn reduce social isolation, and, finally, (iii) to facilitate physical and attitudinal change in our community.”
We are proud to work with Sportable and support the Paralympics! Visit this link to see the YouTube video for more information: www.youtube.com/watch?v=W-XHsEBKGpk ODS security officers also participated in the Saxapahaw Race For SAFE in April. ODS Security Solutions was a proud sponsor to help raise funds to provide food and assistance to Alamance County families and individuals. Learn more about SAFE at this link: https://www.facebook. com/saxraceforsafe . As part of our security industry commitment, we continue to reach out in multiple ways to create a safer environment for everyone. Please contact us about community events for your organization at 1-888-221-0802.
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ODS Security Solutions
Where industry leaders turn for security services and resources
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An important aspect of assessments is to remember that they must be repeated and updated – they are not simply an event but part of an ongoing process for security.
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Industry News and Knowledge
Managing Hospital Security in 2014
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By Lisa Terry, CHPA, CPP
ospital security continues to be an integral part of maintaining a safe healthcare environment, particularly in the high-risk emergency departments and behavioral health units. Providing adequate physical security for all persons in these areas must remain a priority within all healthcare facilities. Unfortunately, active shooter scenarios continue to be a concern for volatile healthcare environments where 24/7, open access creates an opportunity for perpetrators. Continuous security risk assessments, staff training, and threat assessment teams are all key in managing healthcare security. Risk Assessments Security risk assessments and workplace violence assessments are highly effective tools in creating a safe, secure environment. They are also a good method to identify potential ways to enhance existing security, while decreasing costs through more effective security technology or alternative methods to secure facilities. An important aspect of assessments is to remember that they must be repeated and updated – they are not simply an event but part of an ongoing process for security.
12 | The Sentinel – Spring 2014
Security risk assessments are much more than a checklist. They should be in-depth assessments complete with a CAP CrimeCast Survey Index report, exterior lighting survey, complete interior and exterior property survey, staff interview session, workplace violence survey, and much more. Once a survey is completed, it should be thoroughly reviewed, evaluated and analyzed. Identify opportunities for improvement or enhancement. But don’t stop there! Create an action plan for addressing recommendations based on potential risk to the hospital and people it serves, regulatory guidelines, safety issues, best practices, and financial/budget impact. Present findings and recommendations to the C-suite with sound rationale for any financial support needed to expedite decisions and strengthen security. Training Security staff must continually undergo training and evaluation to ensure they are ready for any situation that arises. Training occurs when officers are hired and should continue periodically as long as they are employed. Periodic evaluation of officer competency is one way to determine additional training needs - and identify officers who have potential for advancement into higher levels of authority and responsibility.
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It is imperative that officers be trained to recognize ‘behaviors of concern’ displayed by patients, staff members, or visitors. Behaviors can be verbal or non-verbal, and well-trained security officers are quick to identify and respond to potential adverse events. Knowing how to proactively identify potential situations is one of the most important roles of a security officer. This allows situations to be contained at the lowest level of intervention possible. Use of force may be necessary in some situations, but the goal is to de-escalate situations before they become events.
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Knowing how to proactively identify potential situations is one of the most important roles of a security officer.
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Training that capitalizes on CMS, TJC, OSHA, National Fire Protection Association, National Center for Missing & Exploited Children, and many others strengthen the security offering. Well-trained security officers must be confident in de-escalation techniques, report writing, and many other aspects of service.
The team will greatly increase the effectiveness of the security program by incorporating the IAHSS ‘Active Shooter Guidelines for Healthcare Facilities’ into their planning process (access guidelines at www.iahss.org).
Threat Assessment Teams
The Threat Assessment Team’s job is to:
Another important step in securing healthcare facilities is the establishment of an active Threat Assessment Team. This team should meet on a regular basis, at least biweekly. The team should be comprised of individuals representing risk management, legal, patient care, human resources, security, and behavioral health as a start.
Discuss various reports of concerning behavior throughout the organization Evaluate potential risks for events Proactively take steps to mitigate risks Proper planning and preparation for an event by the Threat Assessment Team helps create a safer and more secure environment at all times. It is also the best way to manage budgets and contain costs. The Affordable Care Act (ACA) puts pressure on hospitals to improve quality and safety while decreasing costs. Healthcare security solutions should be integral to a hospital’s planning strategy since well-planned security initiatives and programs can help decrease costs. Value-added Benefits Healthcare security programs should center on proactive security solutions focused on high levels of security, outstanding customer experience, and a positive return-oninvestment. Today’s 2014 hospital environment is no longer the protected haven we once assumed. Security threats and crimes are often lurking outside the hospital door, but being prepared will keep hospitals and those they serve a lot safer and more secure.
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ODS Security Solutions
Where industry leaders turn for security services and resources
Industry News and Knowledge
Knowledge Sharing at SESSHC Several members of the ODS leadership team enjoyed sharing and exchanging knowledge, expertise, and information with members of the SouthEastern Safety & Security Healthcare Council in Myrtle Beach in May. The ODS team hosted a dinner cruise for networking during the SouthEastern Safety/ Security Healthcare Council in Myrtle Beach, SC. SESSHC President Brian Matula visiting with the ODS Team during the SouthEastern Safety/Security Healthcare Council.
Qualities of High-Performing Security Officers
Our friends Jim Finn, Tony Potter, and David Guest from Novant Health visiting the ODS Security Solutions booth at the SouthEastern Safety/Security Healthcare Council in Myrtle Beach, SC.
When it comes to delivering outstanding security solutions, it all starts with outstanding security officers. ODS ensures that our officers meet very high standards of performance, comprehensive training, and continuous support and ongoing training for optimal performance. Some of the most important qualities and experience of high-performing security officers include: 1. Commitment to excellence 2. Professional confidence with ability to put people at ease 3. Experience in the associated environment 4. Strong work ethic 5. High level of awareness 6. Leadership capabilities 7. Respect for authority 8. Strong communication skills 9. Caring and compassionate attitude 10. High level of integrity
Lisa Terry presenting Tony Potter with a Life Membership on behalf of IAHSS during the SESSHC conference in Myrtle Beach, SC.
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When choosing security officers or security providers for your facility, keep these qualities in mind for outstanding officer performance.
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Industry News and Knowledge
RAD Training for Nurses
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he healthcare sector leads all other industries with 45% of all nonfatal assaults against workers resulting in lost workdays in the United States. According to the Online Journal of Issues in Nursing (www.nursingworld.org), violence against nurses has become an epidemic problem - affecting nurses in all settings. In addition to the risk of physical injury or even death, workplace violence also results in acute stress, decreased productivity, absenteeism, and increased error rates. G. L. Gillespie in ‘A Journal of Prevention, Assessment, & Rehabilitation’ (2010) explains that nurses respond as victims of violence in the workplace by becoming fearful, angry, frustrated, and helpless.
Women complete the training with a greater sense of confidence and awareness. They have the training, knowledge, skills, and encouragement to make an educated guess about resistance and how to manage a potential attack. Lisa Terry, CHPA, CPP, with more than 30 years in law enforcement and healthcare security training, is one of the ODS instructors. She has seen the relief and appreciation that comes from nurses who have completed the training and have a better sense of how to protect themselves. If you are interested in learning more about RAD or would like to schedule a training session for your employees, contact Ms. Terry at lterry@ods-security.com.
ODS Security Solutions provides our security officers with a variety of training modules, including Rape Aggression Defense (RAD) for Women. We also offer this program to our clients free of charge, so that we can equip nurses to overcome their fears of encountering violence in the workplace and beyond. RAD for Women is a comprehensive, women-only course that promotes awareness, prevention, risk reduction, and defensive training. It includes a multi-disciplinary approach to teaching with classroom, discussion, and lecture at the beginning. Actual defensive demonstrations and interactive learning follow which allows nurses or other staff to practice stances, strikes, kicks, pressure points, and many other methods of warding off an attack. This training empowers women to take control of a situation through self-defense techniques, and maintaining awareness of their surroundings and suspicious activities. Training utilizes easy, effective, and proven self-defense techniques.
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2014 Conferences May 5 – 7 ������������������������������������������Southeastern Safety and Security Healthcare Council (SSSHCC) Annual Conference May 15 – 17 ������������������������������������Becker’s Hospital Review 5th Annual Meeting May 18 – 20 ������������������������������������ Marcus Evans National Healthcare CFO Summit
Headquarters Richmond, Virginia
May 18 – 21 ������������������������������������IAHSS Annual General Meeting
Regional Branches Fredericksburg, Virginia Alexandria, Virginia Virginia Beach, Virginia Raleigh, North Carolina
August 3 – 6 ������������������������������������51st ASHE Annual Conference and Technical Exhibition) September 27 – 30 ����������������������American Society for Healthcare Human Resources Administration (ASHHRA) 50th Annual Conference and Expo
2140 Tomlynn Street Richmond, VA 23230 Toll Free 1-888-221-0802 804-521-7878 FAX
September 29 – October 2 ��������ASIS International 60th Annual Seminar and Exhibits October 7 – 11 ������������������������������Emergency Nurses Association (ENA) Annual Conference
ODS-Security.com ApplyODS.com
October 26 – 29 ����������������������������American Society for Healthcare Risk Management (ASHRM)
Welcome to our Raleigh NC Office
ODS is now on Twitter: follow us @ODSSecurity and find us on Facebook at ODSServices.
Have you visited our newest regional office located in Raleigh, NC? Stop by and say hello to our great staff in North Carolina. West Chase Three 4011 Westchase Boulevard, Suite 160 Raleigh, NC 27607
ODS Security Solutions 2140 Tomlynn Street Richmond, VA 23230
Where industry leaders turn for security services and resources
DCJS # 11-3591 • NCBPN 5026P7