2nd Quarter, 2013
Sentinel The
A quarterly look into our company, our employees, and the industry we serve
In This Issue
Top 50 Employers
CEO Letter. . . . . . . . . . . . . . . . . 2 Employee Highlights. . . . . . 3-6 Technology & Training . . . . . . 7 Industry News & Knowledge . . . . . . . . . . . 8-10
in the
Richmond Area
Healthcare Security Services. . . . . . . 11-15 Conferences and Events. . . . 16
Company Vision ODS has a shared vision with our clients for collaborative efforts towards establishing a high quality, reliable security service that allows for seamless integration of personnel, policies, and procedures. Our goal is to execute a solution that allows clients to focus on their core business objectives, as we focus on providing superior 24/7 security services.
The Industry Leader In Security Services
ODS Recognized as a 2013 Top 50 Employer ODS Security Solutions has once again made the Richmond Times-Dispatch’s Annual Top 50 list of the region’s largest private employers. The 2013 Top 50 survey requires companies to report the number of full-time equivalent employees as of January 1. Full-time equivalent employment counts a 40-hour work-week as one position and a 20-hour week as one-half.
“ We are proud to be a top 50 employer in the Richmond area where our corporate headquarters are located.” Rafe Wilkinson, CEO
ODS has provided high-quality security services for diverse clients since 1997, specializing in healthcare security solutions. Their services deliver a professional security staff and responsive services, balanced with behavioral observation skills, proactive oversight, preventive services, and an understanding of unique client environment. They operate nationally as an integral component of each client’s environment.
“Our company continues to grow nationally as a result of outstanding performance by our staff, and a commitment to our clients to provide the best possible security solutions and customer services available. We are proud to be a top 50 employer in the Richmond area where our corporate headquarters are located. It’s an honor to be among such great Richmond-area employers,” explains Rafe Wilkinson, CEO.
ODS ensures clients receive value-added services delivered by industry experts with a strong national and local presence, and broad depth of experience through security healthcare leaders.
Visit this link for a complete list of Top 50 employers in the area: http://www.timesdispatch.com/business/local/top-50-employers/
ODS Security Solutions
The Industry Leader In Security Services
A Letter From Our CEO and President ODS Security Solutions has been busy welcoming new employees and new clients to our organization. Our leadership team has been busy the past few months presenting at industry-leading conferences and seminars. We are excited to share information and photos from these recent activities in this issue. We continue to experience incredibly positive feedback from all of our clients and you will see some of their comments in this quarter’s newsletter. We are Rafe Wilkinson grateful for the outstanding performance CEO and President of ODS of our security officers as it relates to safety and security, but also as it relates to customer service, customer convenience, and the overall customer experience. ODS Training Academy continues to set the pace for the security services industry. We are now able to deliver DCJS CSO Training internally, thanks to the certification of James Baldwin. We continue to expand and update our online and off-line training opportunities for staff, making initial and ongoing training more accessible at all locations. Our opportunities for officer certification and advanced training continue to grow. Our ODS leadership team enjoyed time at the International Association for Healthcare Security and Safety (IAHSS) Annual General Meeting in Myrtle Beach, SC in May. We were able to collaborate with other security professionals as we continually strive to enhance and advance our national healthcare security services and offerings.
Community Partners
Also, in this issue of the Sentinel, take time to read the article on “Patience with Patients” by Timothy Quist, ODS Corporate Security Director. Quist provides valuable information on how healthcare security professionals can help positively influence the patient experience, and contribute to the effectiveness of the clinical staff. Understanding the strategies and techniques that involve minimal intervention and prevent escalation of potentially violent or volatile situations is critical in the healthcare environment. As Quist explains, it comes down to a calm, respectful response to the patient and the overall situation. And finally, if you are considering armed security officers but you’re not sure if it’s right for your healthcare facility or organization, we have answers for you. We have included the “5 Critical Questions When Considering Armed Healthcare Security Officers” in this issue. We welcome your response and questions to this article and would be honored to assist you in this endeavor. Thank you to all of our clients for entrusting the safety and security of your staff, facilities, and the people you serve to ODS Security Solutions. We know that you have a choice of security providers, and we are honored that you choose ODS. Have a safe and healthy summer ahead! Rafe Wilkinson, CEO ODS Security Solutions.
■■International Association for Healthcare Security & Safety IAHSS (ODS is a Gold Sponsor) ■■ASIS International ■■American Heart Association ■■Wounded Warrior Project ■■Virginia Young Presidents’ Organization ■■Virginia Healthcare Emergency Management State Forum
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Sentinel The
Employee Highlights
Bonnie Michelman, CPP, CHPA, Addresses ODS Leadership Summit The ODS Leadership Summit was held in Richmond, Virginia in June, 2013. We were honored to have Bonnie Michelman, CPP, CHPA, and Director, Police, Security and Outside Services at Massachusetts General Hospital as our guest speaker.
know that sharing experiences, insights, and information is a critical component of our commitment to ongoing training and enhanced security solutions.
Bonnie spoke on the security related services provided during the recent Boston Marathon Tragedy, providing valuable insights into how we can continually deliver outstanding healthcare security solutions. Her presentation was based on the real experience of dealing with the recent tragedy that resulted in execution of a well-planned Emergency Preparedness Plan. Her insights provided lessons learned for future preparation and mitigation of healthcare emergency-related issues. We will share more of what we learned with our entire staff in the coming weeks. Our security leadership team participated in a variety of inservice programs and interactive events during the leadership summit. Bringing our team together periodically is vital to our ongoing success. As the leading healthcare security services provider in the country, we
ODS Welcomes Dan’elle Sutton, North Carolina Area Manager ODS is pleased to announce and introduce Dan’elle Sutton as our new North Carolina Area Manager in the ODS Commercial Division. Dan’elle first came to ODS as one of our new Chief Engagement Officers for our client, Kroger. Dan’elle’s vision is to “continue our success with current clients, Kroger, Watts School of Nursing and Mt. Olive College and to grow further in North Carolina. North Carolina is a massive state and my only hope is to use that to our advantage and promote quality security. I would like to bring awareness to North Carolina to the importance of security, but great quality security and that is the message ODS promotes and I support,” she explains. Dan’elle came to ODS from Defender Security where she provided campus security at UNC Pembroke throughout the female and co-ed dorms on campus. She has a wealth of knowledge in all aspects of campus security including lock-outs, curfews, access control and emergency exits and procedures. She did have a distinct advantage in her role there as she graduated from UNC Pembroke with a degree in Criminal Justice and two minors in sociology and terrorism studies. All of this experience will help her in her new role at ODS. She was even a radio personality for the UNCP station WNCP “The Hawk.” The first thing anyone notices about Dan’elle after speaking with her for any length of time is her engaging and dynamic personality.
This attribute will serve her immensely well in her new role at ODS and is reflected in her many passions. Dan’elle loves reading and her interests cover multiple genres from mysteries to self-help inspirational novels. She enjoys music and considers it therapy, and she enjoys participating in fundraisers, her church and hiking. She would rather be outdoors most of the time and loves to sing, but she feels her voice “is not something you would want to take on the road.” Forever, optimistic, laughing may not be a hobby for her, but it is something she does often and truly endears her to those she meets. Both Dan’elle’s parents were in the military, so she grew up in Pennsylvania, Virginia, South Carolina and North Carolina. She has also lived in Georgia, Alabama and Florida. It is not surprising that she loves to travel and hopes one day to see South America, England and other parts of Europe. She even speaks a little Mandarin Chinese and hopes to be fluent some day as well as mastering sign language. She also is making plans to acquire a Master’s degree in Intelligence Studies with a certificate in International Security Policies. “ODS is proud to have such a talented individual like Dan’elle on our team. Her engaging personality and approach to her responsibilities with ODS will help us better serve both our officers and clients,” says Rafe Wilkinson, CEO.
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ODS Security Solutions
The Industry Leader In Security Services
Employee Highlights Alamance Regional Medical Center Recognizes ODS Staff Yesterday, while visiting the office of a client, I was stopped by an employee who wanted to tell me about the wonderful experience her mother had at Alamance Regional. Her mother came to our Emergency Department on Saturday, February 23 with symptoms associated with a chronic condition. The first person that she and the family encountered was the Security Officer at the end of the ED “tunnel.” This officer was noted to be “extremely kind and helpful,” and obviously set the stage for further encounters. Her praises continued to the services received in the ED, noting specifically that her mother’s nurse and physician were “wonderful.” She then went on to explain that her mother was admitted. She noted that a nursing assistant was especially very kind, and that her nurse was “absolutely dynamic.”
Mary Washington Hospital Recognizes Outstanding Officer Performance ODS received another great compliment from one of our valued clients. We are honored to serve Mary Washington Healthcare and all of our clients! “I wanted to reach out to you to offer my sincere appreciation for two of your officers today in the Emergency Department at Mary Washington Hospital. I found myself in the position of needing to check on the wife and daughter of one of my fellow managers who was coming from Richmond after finding out they had been in a car accident. I want you to know that I was so incredibly impressed with Officers Mancia and Washington that I could not allow this day to pass without your knowing how well they represented not only ODS, but Mary Washington Healthcare! They were professional, polite and prompt in keeping me abreast of what I stood in need of. Please offer them my heartfelt appreciation for their professionalism and for making me so very proud to have them as part of our MWHC family.“ Sincerely, Elisha B. DeNeal Executive and Administrative Support Manager
Her mother was discharged after 3 days and is doing much better. All in all, she said that everyone – from the security officer to the housekeeper to the nursing staff – were “very impressive, professional, and wonderful.” She noted that her mother was always addressed by her name, and all of her questions were answered. She couldn’t remember all staff names to recognize at the moment, but would forward them to me as she thought of them. Needless to say, I was beaming with pride as she described her mother’s experience to me in front of others in the office. Heart Awards are definitely in order. Thanks, Bob Robert E. Byrd, FACHE Senior Vice President Alamance Regional Medical Center Burlington, NC 27216-0202
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Smith And Burnette Win “Heartbeat Of The Month” Awards ODS is proud to once again announce that two of our Security Officers have been recognized for outstanding performance by another client! Derreck Smith and Josh Burnette, ODS Public Safety Officers, have won “The Heartbeat of the Month” for the month of March. They were each nominated by an ARMC Staff Member in the Emergency Department. This is a Hospital-wide award and any employee throughout the entire facility can be nominated. This now makes three (3) ODS Officers who have won this particular award in the first four months of its existence! We are proud of these Officers and all that they offer each and every day. They exemplify the ODS mission and commitment for outstanding security solutions AND outstanding customer service!
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Employee Highlights
Congratulations! Chris Belden ODS Healthcare Security Solutions is pleased to announce that Chris Belden has been promoted as Duke Regional Hospital’s new Director of Security Services. He started this new position on April 12, 2013. Belden has done an outstanding job in his position with ARMC and we are delighted to see him advance to this new position.
ODS Officers Deliver Public Safety Education Classes As a component of the ODS Healthcare Security Solutions role to deliver value-added services to the community, Lt. Chris Belden, Sgt. Gilbert Rodriguez, Sgt. Jimmy Hill, and Sgt. Les Rickard presented a two hour seminar on public safety to the Alamance Regional Medical Center CNA Health Care Employees. This was part of the Police Department Community Outreach Educational Program. ■■Lt. Chris Belden led the seminar and presented an introduction to “Personal and Healthcare Safety” to the group. ■■Sgt. Gilbert Rodriguez presented a session on Safety First. He also introduced the ODS Safe Ride Program along with information on “Knowing your Surroundings” regarding both personal and biological hazards to the health care employees. ■■Sgt. Hill’s presentation on “Knowing the Signs of Elderly Abuse” and “Drug Awareness” provided information on these important challenges faced by healthcare staff daily. ■■Sgt. Rickard concluded the training with “Environmental Directional Awareness and Health Care Safety” training and awareness. We are proud of the proactive steps taken by ODS security officers to help protect, serve and educate the community on these important safety and security issues.
Kurt Henderson We are also pleased to announce that Kurt Henderson, Police Captain at WakeMed Health and Hospitals has accepted the position of ODS Police and Public Safety Manager at ARMC, effective April 29, 2013. Henderson has extensive experience in healthcare security, previously serving in the U.S. Marine Corps, as an armed security officer, police officer and trainer, and serving in other high level security management positions. He graduated in the top 5% of the Policy Academy as a Sergeant and holds numerous certifications including Certified Law Enforcement Firearms Instructor. Henderson is highly experienced and expertly trained to excel in his new position with ARMC.
Chris Cromer Chris Cromer, ODS Director of Police and Public Safety at ARMC, completed his NC Basic Law Enforcement Certification and graduated on May 7, 2013. Congratulations on this significant achievement in security services.
David Reese Congratulations to David Reese, who has been promoted as the new Security Manager at Durham Regional Hospital in North Carolina. David is an outstanding member of our ODS team and this is a welldeserved promotion!
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ODS Security Solutions
The Industry Leader In Security Services
Employee Highlights
Customer Service Role Play Training
6 | The Sentinel - 2nd Quarter, 2013
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Technology & Training
ODS Offers Virginia Department of Criminal Justice Services CSO Training Internally The Virginia Department of Criminal Justice Services (DCJS) provides training for security officers to ensure they are fully equipped and knowledgeable to deliver excellent security services. ODS Security Solutions is proud to announce that one of our own staff has taken the important steps to become certified and able to deliver the DCJS CSO training internally. On February 13, 2013, James Baldwin became certified to teach the Campus Security Officer curriculum offered through the Virginia Department of Criminal Justice Services. This means that ODS can now provide necessary training in-house for our officers rather than relying on external training resources.
“We are proud of this accomplishment and applaud James for taking this step to advance his own expertise, skills and knowledge. Moving this training in-house will make it easier for us to respond quickly with new training classes for new officers, and offer refresher training for existing officers as needed,” explains Rafe Wilkinson, CEO of ODS Security Solutions.
“ Moving this training in-house will make it easier for us to respond quickly with new training classes for new officers, and offer refresher training for existing officers as needed.” Rafe Wilkinson, CEO
ODS realizes that training is essential to providing our officers with the security skills needed for optimal performance, and the training that clients expect. This is one more way we can further our goal of providing our staff with the most up-to-date training available as quickly and efficiently as possible.
Cultural Diversity In Security Solutions Responding to the needs of clients in any environment requires understanding for the different cultural variations among individuals. ODS Security Solutions incorporates training on cultural diversity throughout our full curriculum. We are able to bridge the variations among individuals through: ■■Recognizing and appreciating the vast diversity among individuals and groups ■■Understanding that people have varying values and beliefs which must be respected and upheld ■■Enhancing each officer’s cultural competence and responsiveness ■■Creating a culture of acceptance for all differences ■■Delivering high quality, fair, and consistent security solutions for all individuals regardless of ethnicity The ODS training university ensures that all officers and management are welltrained in cultural diversity.
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ODS Security Solutions
The Industry Leader In Security Services
Industry News & Knowledge Kroger Security Officer Embraces Customer Service Rodney Frierson exemplifies the ODS commitment to safety, security, and optimal levels of customer service! Congratulations to Frierson for performance that resulted in the following feedback from a customer of an ODS Security Solutions client:
“Within 10 feet of entering the store a gentlemen in a blue long [sleeved shirt] and black pants greeted me with the brightest and warmest, ‘Hello welcome to Kroger. Is there anything I can help you with this evening?’ He walked me to the organic dairy section and then “thanked me for shopping at the store”. Boy I purchased only eggs and milk! If this is the new norm in Richmond, BAM you guys have a winning strategy.” Our client responded: “WOW! The Old Dominion Security person was Rodney Frierson. Awesome. Just what we are looking for. This guy is golden Rafe. We need to clone him.”
ODS Customer Engagement Program Delivers Outstanding Services ODS is proud to provide ODS Customer Engagement Officers (C.E.O.) to many Kroger locations. This is a critical role for ODS officers that extends our basic security responsibilities integrated with intense focus on the total store environment and Kroger customer experience. We have received excellent feedback from Kroger management and their customers, based on the experience of interacting with these C.E.O.’s. Our ODS C.E.O. program is part of a larger Kroger initiative to produce the most highly satisfied customers by focusing on: ■■Prompt, courteous service ■■Knowledgeable, attentive individuals to serve customers ■■A clean, clutter free, safe environment ■■Customer service experience that goes beyond expectations. We congratulate all of our ODS C.E.O. officers on doing an outstanding job, and we commend Kroger for proactively ensuring outstanding customer service at all times.
Kroger CEO Program Benefits Customers ODS is proud to work with the Kroger CEO program. Alisha Decker
David Delello
CEO K326 Lynchburg
CEO K350 Martinsville
Jacob Gunter
Brad Ingram
CEO K300 Lynchburg
Roy Lemons
CEO K330 Salem
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Kroger CEO
Rodney Frierson C.E.O.
Julio Hernandez
CEO Part Time Lynchburg
Bruce Proffit
CEO K228 Waynesboro
Sentinel The
Industry News & Knowledge
Successful IAHSS AGM in Myrtle Beach Many of our ODS executives, leadership, and staff participated in the 45th IAHSS AGM in Myrtle Beach during April 2013. Industry-leading seminars and information was shared. Thanks to the IAHSS for sponsoring this annual event.
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ODS Security Solutions
The Industry Leader In Security Services
Industry News & Knowledge
Security Officer Code Of Ethics By: Diana Spofford ODS Tidewater Regional Manager As Security Officers and Security Personnel, we have all read or heard the term Security Code of Ethics. All members of the private security community are expected to read, understand, and pledge to uphold these codes while in performance of their duties as a security professional. The Code of Ethics was created in 1976 by the Task Force on Private Security and was sponsored by the National Advisory Committee on Criminal Justice and Standards and Goals. It functions as an industry-accepted standard for quality of service. The code of ethics provides direction in dealing with situations not definitely covered in written instructions.
T he adoption of this code in the security industry provides a standard to measure behavior and actions of employees. Old Dominion Security holds each officer, supervisor and all members of management to these standards of ethics. 1. T o accept the responsibilities and fulfill the obligations of my role by protecting life and property; preventing and reducing crimes, upholding the law; and respecting the constitutional rights of all persons. 2. To conduct myself with honesty and integrity and to adhere to the highest moral principles in the performance of my security duties. 3. To be faithful, diligent, and dependable in discharging my duties and to uphold at all times the laws, policies, and procedures that protect the rights of others. 4. To observe the precepts of truth, accuracy, and prudence, without allowing personal feelings, prejudices, animosities, or friendships to influence my judgment. 5. To respect and protect the confidential and privileged information, except where their interests are contrary to the law or to this Code of Ethics. 6. To report to my superiors, without hesitation, any violations of the law or of my employer’s or client’s regulations.
All members of the private security community are expected to read, understand, and pledge to uphold these codes while in performance of their duties as a security professional.
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7. To cooperate with all recognized and responsible law enforcement and government agencies in matters within their purview. 8. To accept no compensation, commission, gratuity, or other advantage which would compromise my integrity. 9. To strive to continually improve my performance through training and educational opportunities that will better prepare me for my private security duties. 10. To conduct myself professionally at all times and to perform my duties in a manner that reflects credit upon myself, my employer, and the private security community.
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Heathcare Security Services
Patience with Patients By Timothy J Quist ODS Corporate Director For Inova Health System As the role of healthcare security officers has evolved in the hospital setting, excellent customer service skills are more important now than ever before. Security officers must manage the delicate balance between congenial customer interaction, with the challenging responsibility of assisting with difficult patients, visitors and staff. In the past, there was a rush for forceful hands-on action with persons creating a disturbance or with a behavioral health patient acting-out and in need of medication. While this was an accepted practice in some settings, more and more we realized that this approach could often be avoided. With the proper training, security staff can effectively deal with individuals who may be combative by simply taking the time to defuse the situation and demonstrate a calm respectful response to the patient. ODS Security Officers contacted the Patient Care Director of a healthcare facility to discuss options – and this quickly resulted in agreement that we needed to change our habits of forceful intervention before someone was injured. We collaboratively educated the security officers about different types of conditions, what to expect when certain situations occurred, and how to best handle each situation. We also worked with the local law enforcement officers to integrate our security supervisors into their Crisis Intervention Training (CIT). This was a weeklong course that placed security officers side-byside with local police and the sheriff’s office to learn more about management of behavioral health patients and more effective intervention. CIT training also had officers interact with former patients who had experienced altercations with police in the past and how that experience felt to them. This CIT exposure and additional training not only complemented our CPI training, it was also a great way for security officers to get to know the local police officers and create stronger relationships on a new level. Sharing experiences and exchanging information helped each person know how the other might react when combative patients are encountered. The next step was to determine how each situation is different – and in most situations how choosing the right person makes a big
Security officers must manage the delicate balance between congenial customer interaction, with the challenging responsibility of assisting with difficult patients, visitors and staff. difference in outcomes. We learned to stop before entering a combative patient’s room to conduct a quick assessment of the situation. We determined the best lead person to handle the issue based on a quick observation. The other team members did not demonstrate an overwhelming show of force when the lead individual talked to the patient. Observing the response to the initial leader helped us identify what was most likely upsetting the patient or escalating the situation. [ continued on page 12 ]
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ODS Security Solutions
The Industry Leader In Security Services
Patience with Patients [ continued from page 11]
This helped us better understand if we needed to send in a replacement lead to calm the patient and de-escalate the situation. Sometimes this meant that we had to take a few more minutes on the call, but it was worth the time. We were able to typically reduce the number of people needed to contain and resolve the situation, which helped reduce the number of resources required from other hospital departments. We also adjusted the team for optimal performance. At first we had three sets of individuals showing up to a Code Strong (combative patient code). That included (1) the people who were there to help, (2) the people who were there for ‘muscle’, and (3) the people who wanted to see the muscle at work. This show of force created by convening every “able-bodied male” did not work well, and having 20 people standing around one agitated patient further intimidated the combative person. We eventually developed a strategy for a Strike Team that consisted of Security, ED, and behavioral health personnel. The team was comprised of no more than 5-7 people. When the team worked together, we quickly identified when someone was not able to successfully defuse the situation. We were able to easily place the next person into the lead role to develop a positive connection with the combative person. It is also reassuring to know that the team behind you is able to identify a replacement for you who might be more effective based on the evolving situation. Having the patience to work with the individual, talk to him, and reason with him, is often the best way to contain the situation. The new Strike Force strategy can help defuse and contain a situation, and is the best possible way to respect the dignity and privacy of patients and staff.
With the proper training, security staff can effectively deal with individuals who may be combative by simply taking the time to defuse the situation and demonstrate a calm respectful response to the patient.
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The Strike Team in Action The collaboration between healthcare staff and security services utilizing the new Strike Team strategy has proven successful. An example of its’ effectiveness involves a situation with a behavioral health patient who required medication. When ODS security officers arrived on the scene, we were told that the patient was not cooperative and that we needed to go hands-on to get him to the quiet room. The trained security staff lead started talking to the patient without touching him, while walking in the direction of the quiet room. The officer talked about things unrelated to the situation like asking questions about the weather, what sports he liked, and other things that got his mind off of the situation. He continued calmly moving the patient toward the quiet room through conversation and walking beside him. Once he reached the room, the patient became agitated that he was being medicated and became combative again. Security officers remained calm and quietly reasoned with him by asking him why he did not want to cooperate. He explained that he just wanted to look out the window one last time before he would not be able to remember it. We took him to the window in the quiet room and let him look out. After about 30 seconds, we told him that he needed him to cooperate with treatment and he agreed without further resistance. The bottom line and important lesson learned is that working with behavioral health and ED staff collaboratively is essential in defusing situations with combative patients. It’s important to develop a cohesive team and detailed training with the team for optimal performance. It is the best way to take advantage of resources to help manage patient issues in the hospital setting or elsewhere. If you are willing to offer personal respect and patience to a combative patient, it will go a long way in helping manage a volatile situation. It will also limit your liability of potential harm to patients and staff. Today’s healthcare environment requires world-class customer service and service recovery that focuses on the best possible outcomes for patients, staff, and everyone involved. Collaboration and patience are often the best way to handle patients.
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5 Critical Questions When Considering Armed Healthcare Security Officers 2012 holds the distinction of being the year with the greatest number of fatalities reported by the International Association for Healthcare Security and Safety (IAHSS) members since the association began surveying its member hospitals nearly 20 years ago. Eight homicides were reported among member facilities during 2012. It is also the highest number of crimes ever recorded in the history of the IAHSS Crime Survey, with 20,515 crimes reported for an increase of 5,524 compared to 2010.1 98% of healthcare facilities now experience violence and criminal incidents.1
officers: (1) The authority for officers to carry firearms, and (2) The justification to use deadly force. It is imperative to adhere to the state laws governing this action. Hospital policies governing armed security officers should be carefully written to comply thoroughly with all state laws and regulatory rules in addition to hospital protocol. 4. Is the hospital administration committed to providing training and resources to armed officers to ensure the safest environment for everyone? Hospital administrators who elect to arm all or part of their security force must make a continuing commitment to select, train, equip and effectively supervise armed officers to minimize the possibility of incidents and maximize their potential as a deterrent to criminal activity and mitigate potential liability issues.
Many healthcare facilities have engaged, or are currently considering the deployment of armed security officers. The decision on whether or not to arm hospital security officers should be thoroughly researched and evidence-based -- not in response to a single incident. Making a decision regarding the use of firearms is one that requires careful consideration of all aspects, including liability, community response, training, supervision, and other factors. ODS provides the following information as a framework for evaluating the use of firearms.
5. Are there other options to armed security officers such as off-duty police officers? Many hospital administrators see the use of off-duty law enforcement officers as an alternative to arming their security staff. While this is a viable consideration, it’s important to consider whether or not the hospital can ensure that the off-duty law enforcement officers comply with the many regulatory requirements surrounding patients in an acute-care and behavioral-health care environment. The cost of off-duty law enforcement officers has escalated with their salaries, and the additional demands placed on many police departments has reduced the availability of officers for off-duty assignments. These considerations must be included in the overall evaluation.
1. W hat is the foreseeability of violent crimes against persons on the hospital campus and the surrounding area? Prior criminal activity is still the best and most readily available indicator and predictor of future activity (foreseeability). Each hospital should keep comprehensive records of all criminal activity on its property. Additionally, crime statistics for the surrounding area should be obtained from the local police or sheriff’s department on a regular basis. CAP Index CRIMECAST® reports are an excellent tool to identify the risk of criminal activity on the hospital campus and all remote locations (urgent care centers, clinics, etc.). These reports show past, present and projected crime risk based on national, state and county crime rates for each location. 2. What are the attitudes and potential reactions of the community? Community members rely on the hospital to provide safe and secure healthcare services. Understanding their views on armed security officers can help you prepare a response that reassures them of the hospital’s commitment to a safe and secure environment. The hospital should attempt to educate and ensure that the community understands the need for armed officers and has confidence in the professional training and judgment of the security force. 3. What are the liability and legal issues surrounding the decision? It’s essential to consult with legal counsel about liability issues. There are two critical legal considerations when arming security
Carefully evaluating facts and data surrounding the question of armed security officers is essential in today’s increased risk of violence or crime. Healthcare organizations face new and emerging threats including active shooter, acts of terrorism, increased community violence, and behavioral health issues, among many others. If you’d like more information about arming healthcare security officers for your facility, contact ODS for a consultation. Our President of Healthcare Security Solutions and Chief of Company Police, Lisa Pryse CHPA CPP, is available to assist your organization when making this critical decision for the safety and security of your Patient- and Family-Centered Care (PFCC) environment. Making the best decision for your staff, physicians, patients, visitors, volunteers, and others is critical to the safety and security of your facilities. Rely on facts and evidence-based decisions today for a safer environment in the future. 1
ray, Robin, ”Healthcare Facility Public Safety-Related Deaths Reached All-Time High G in 2012,” Campus Safety E-News, January 2013.
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The Industry Leader In Healthcare Security Solutions The vast majority of our business is in healthcare security services so we know the intricacies involved in managing complex healthcare environments. We deliver what it takes to enable your staff to work in a secure facility and your patients and their families to access vital healthcare services in a safe environment.
ODS enhances security through training, elevates through industry leadership, and motivates through achievement. At ODS, we: n
consulting services with extensive regulatory and accreditation experience. n
Think, act and communicate from the inside out for optimal performance.
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Partner with healthcare institutions for solutions, not just services.
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Honor and reinforce the Patient- and FamilyCentered Care (PFCC) approach.
Lisa Pryse, CHPA, CPP The ODS healthcare
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Lisa Pryse, CHPA, CPP. Pryse is President of ODS
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Solutions and Company
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the Board of Directors of the NC Company
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law enforcement, safety, environmental, and
Measure security solution effectiveness for continuous improvement.
Police Chief’s Association. Pryse has over 30 years of healthcare security experience in
Conduct comprehensive vulnerability and workplace violence assessments.
President of the International Association for Healthcare Security & Safety (IAHSS) and on
Deliver security solutions for healthcare facilities with purpose, cause and meaning.
Healthcare Security Police Division. She also serves as 2013
Deliver value-added services as a comprehensive security solutions partner.
solutions team is led by
regulatory environments.
Provide comprehensive healthcare security
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Provide expertise in cutting edge technology solutions and industry-leading training curriculum.
ODS SecurITy SOLuTIOnS 2140 Tomlynn Street • Richmond, VA 23230 804-521-7897 • www.ODS-Security.com 14 | The Sentinel - 2nd Quarter, 2013
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Emergency Notification Systems Lisa Pryse, CHPA, CPP, President of ODS Healthcare Security Solutions and Chief of Company Police, recently presented to the ISC West Conference on the topic of Emergency Notification Systems. Her presentation was driven by recent crime survey results2: ■■2012 had greatest number of healthcare fatalities in past 20 years ■■8 homicides reported among facilities during 2012 ■■Highest number of crimes ever recorded in history of IAHSS Crime Survey ■■Healthcare facility crime increased in nearly every category since the 2010 survey ■■98% of healthcare facilities now experience violence and criminal incidents Today’s environment creates situations with increased risk of violence or crime. There are many new and emerging threats that jeopardize the safety and welfare of individuals, including: ■■Active shooter ■■Acts of terrorism ■■Patient or visitor violence (overcrowded ER and other areas) ■■Behavioral health patient behavior ■■Drug addiction ■■Increased community violence A lack of confidence in an organization’s ability to provide a safe and secure environment can quickly lead to long-term damage to their reputation, community distrust, staff anxiety, and increased turnover. Trust in the ability to provide a secure and safe environment is vital. Pryse points out the critical elements of an effective emergency response plan that can mean the difference between life and death. 1. 2. 3. 4. 5.
Prepare plans, test, react, and respond effectively Act quickly and accurately Keep all lines of communication open Leverage technology Get the right information to the right person at the right time.
Every emergency response plan revolves around the 4 critical elements to prevent/mitigate, prepare, respond, and recover. A Facility Vulnerability/Risk Assessment is often used to identify potential gaps in security and safety. It provides a systematic approach to identify hazards and risks which can then be analyzed and prioritized as part of the planning, mitigation, response, and recovery activities associated with emergency response plans.
Emergency response systems rely on effective policies, procedures and controls. It is essential to have current and comprehensive plans that are based on testing, evaluation, and continual updating. Today’s multiple facets of technology enable us to optimize communication through various channels. They allow us to react and respond immediately and appropriately. Phone messages, texting, pagers, email, intercom, VoIP, web pages, video teleconferencing, and visual/audio cues are just some of the technology tools available. But it’s also essential to optimize technology without neglecting the human aspect of communication. And, redundancy and back-up systems/processes are part of the planning process. Another area of clarification relates to communication. Using ”plain talk” versus codes and ambiguous wording is preferred. It takes the mystery out of emergencies and makes it easier for emergency responders across multiple industries. Using ”plain talk” versus codes ensures consistent instruction for all individuals and helps avoid confusion. Emergency response systems rely on effective policies, procedures and controls. It is essential to have current and comprehensive plans that are based on testing, evaluation, and continual updating. Learning from past experience is one of our best tools when it comes to mitigation and preparation. And most of all, prepare yourself because each individual has a responsibility to know what to expect, how to respond, and how to become an effective part of the emergency response team’s success.
For more on emergency response planning and recovery, contact Lisa Pryse at lisa@ods-security.com. 2
Source: 2012 Crime and Security Trends Survey.
ODS Security Solutions | 15
ODS Security Solutions
The Industry Leader In Security Services
Conferences and events June 2013 June 13 . . . . . . . . . . . . . . . . . . ODS Leadership Summit, Richmond, VA June 16-19. . . . . . . . . . . . . . . . SHRM 2013 Annual Conference & Exposition, Chicago, IL.
August 2013 August 16 & 17 . . . . . . . . . . . IAHSS Leadership Meeting, Chicago, IL August 20 – 23 . . . . . . . . . . . NCHEA Conference, Asheville, NC
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September 2013 September 11-12 . . . . . . . . . National Association of Occupational Health Practitioners Conference (AOHP Conference), Orlando, FL September 23– 27 . . . . . . . . . ASIS International Conference, Chicago, IL September 24-27, 2013 . . . . ASIS International Conference: 59th Annual Seminar and Exhibits. Chicago, IL September 28 – October 1, 2013. . . . . . . . . . ASHHRA 49th Annual Conference & Exhibition, Washington, DC.
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16 |Industry The SentinelLeader - 2nd Quarter, 2013 The In Security Services