Security Supervision and Management, 3rd Edition

Table of contents

1. Front Cover
2. Security Supervision and Management The Theory and Practice of Asset Protection
3. Copyright Page
4. Table of Contents (1/2)
5. Table of Contents (2/2)
6. Introduction (1/4)
7. Introduction (2/4)
8. Introduction (3/4)
9. Introduction (4/4)
   1. Intro I: Dedication
   2. Intro II: Foreword
   3. Intro III: Acknowledgments
   4. Intro IV: Introduction
   5. Intro V: Protection Officer Code of Ethics
10. Unit I: Security and Asset Protection Principles
    1. Unit I–1: Evolving a Discipline of Security
       1. The Value of Security
       2. Policing
       3. The Role of Management – Responding to Crime
       4. Toward a Body of Knowledge
       5. The Evolving Discipline of Security
    2. Unit I–2: The Future of Security
       1. Security Industry Trends
       2. Nature of the Security Industry: The Future
       3. Conclusion
       4. References
       5. The Future of Security Quiz
    3. Unit I–2: Appendix: The Future of Security Training
       1. Concepts
       2. Minimum Standards
       3. Job Task Analysis
       4. Determining Training Needs
       5. METL Approach
       6. So Where do We Go from Here?
       7. National Response Plan
       8. DHS Course, UNLV Frontline Responder Training Course Terrorism Awareness: Protecting Soft Targets
       9. Public–Private Partnerships
       10. Quiz
    4. Unit I–3: Key Terms and Concepts
       1. Commerce, Supply and Demand, and Stakeholders
       2. Management and Management Methodology
       3. Functions and Functional Departments
       4. Asset Protection and Asset Protection Theory
       5. Questions
    5. Unit I–4: Explaining Crime: Contemporary Criminological Theory
       1. The Classical and Neoclassical Schools of Thought
       2. The Positivist School of Thought
       3. Other Explanations of Criminality
       4. Criminological Theories in the Real World
       5. References
       6. Appendix: Quick Reference Theory Matrix
       7. Quiz
11. Unit II: Human Resource Management
    1. Unit II–1: Recruitment and Retention of Security Personnel: Understanding and Meeting the Challenge
       1. Introduction
       2. Recruitment
       3. Internal Recruitment
       4. External Recruitment
       5. Turnover Costs
       6. Absenteeism: A Precursor of Turnover?
       7. Retention Strategies
       8. Preassignment Phase
       9. The Initial 90 Days
       10. Conclusion
       11. References
       12. Recruitment and Retention of Security Personnel
    2. Unit II–2: Security Personnel Selection
       1. Security Officer Eligibility Requirements
       2. Additional Requirements
       3. The Interview Process
       4. Background Check
       5. Conclusion
       6. Security Personnel Selection
    3. Unit II–3: Supervisory Characteristics and Expectations
       1. What is Expected of a Supervisor
       2. Characteristics of a Good Supervisor
       3. Poor Characteristics of a Supervisor
       4. What Employees Expect from Supervisors
       5. Conclusions
       6. Bibliography
       7. Personnel: Policies and Procedures
    4. Unit II–4: Evaluation of Uniformed Protection Officers
       1. Introduction
       2. Officer Evaluation
       3. Motivation and Evaluation
    5. Unit II–5: Employee Motivation Theory and Application
       1. Theories of Behavioral Motivation
       2. Herzberg’s Two-Factor Theory
       3. Reinforcement Theory
       4. Equity Theory
       5. Practical Tools in Fostering Motivation
       6. Summary
       7. References
       8. Employee Motivation Theory and Application
    6. Unit II–6: Employee Discipline: Policy and Practice
       1. Defining Discipline
       2. The Disciplinary Process
       3. Disciplinary Policy
       4. Determining the Necessity of Disciplinary Action
       5. Discipline Methods
       6. Dismissal: The “Sixth” Disciplinary Method
       7. The Appeals Process
       8. Low Employee Morale
       9. Employee Discipline: Policy and Practice Quiz Questions
    7. Unit II–7: Human Reliability
       1. Introduction
       2. Defining Good Judgment
       3. Assuring Good Judgment: A Human Reliability Program
       4. Security Management Responsibilities
       5. Conclusion
       6. Human Reliability
12. Unit III: Supervision
    1. Unit III–1: Personnel Deployment
       1. The Right Fit
       2. Information Gathering
       3. Recruitment
       4. Scheduling
       5. Know your Security Staff
       6. Continue Employee Development
       7. Personnel Deployment
    2. Unit III–2: Dealing with Difficult Employees
       1. Determining Personality Types
       2. The Indecisive Employee
       3. The Angry Employee
       4. The Argumentative Employee
       5. The NonTalker
       6. The Habitual Complainer
       7. Conclusion
       8. Dealing with Difficult Employees
    3. Unit III–3: The Supervisor’s Role in Handling Complaints and Grievances
       1. Processing the Complaint
       2. Prevention
       3. Conclusion
       4. The Supervisor’s Role in Handling Complaints and Grievances
    4. Unit III–4: Unethical Acts by Security Officers
       1. The Problem
       2. Leadership, Courage, and Preventing Corruption
       3. Why Unethical Acts Occur in the Security Profession
       4. Leadership Commitment for Change
       5. Training Security Officers to Make Ethics-Related Decisions
       6. Rational Thinking for Ethical Decisions
       7. Making the Ethical Decision
       8. Ethical Training Scenaros
       9. The Corruption Prevention Process
       10. Conclusions
       11. Unethical Acts by Security Officers
       12. Appendix A: A Model for Ethical Decision Making
           1. Ethics
    5. Unit III–5: Interpersonal Communications
       1. Information Gathering and Disseminating
       2. Situational Leadership and Supervision
       3. Team Members Who Fail: Counseling Suggestions
       4. Conflict Management
       5. Interpersonal Communications
13. Unit IV: Training and Development
    1. Unit IV–1: Training: Strategies, Tactics, and Challenges for Protection Managers
       1. Defining Training
       2. Benefits of Training
       3. Determining Training Needs
       4. Types of Training
       5. Roles of Supervisory Personnel in Training
       6. Problems in Training
       7. The Definitional Dilemma
       8. The Frog
       9. Bad Medicine
       10. The Assessment Ass
       11. The Budget Buster
       12. Roleaids
       13. Toad Training
       14. Mr. Unique
       15. Marketing
       16. The Profiteer
       17. Conclusion
       18. Endnotes
       19. Training: Strategies, Tactics and Challenges for Protection Managers
    2. Unit IV–2: Orientation for Security Officers
       1. Introduction
       2. Preorientation
       3. First Day of Work
       4. Orientation for Security Officers: Chapter Review Questions
    3. Unit IV–3: Staff Training and Development
       1. Three Domains of Training
       2. Training Program Development
       3. Design the Program to Meet the Objectives
       4. What should be Included in the Curriculum
       5. Training the Trainer
       6. Testing for Learning Retention
       7. Development
       8. Conclusion
       9. Staff Training and Development
    4. Unit IV–4: Curriculum Design
       1. Introduction
       2. Performance Objectives
       3. Part I: Concepts in Curriculum
       4. Part II: Curriculum Design
       5. Identify Entry Behavior Characteristics
       6. Develop Performance Objective Test Criteria
       7. Implement an Instructional Strategy
       8. Conclusion
       9. Summary
       10. Curriculum Design
    5. Unit IV–5: Professional Certifi cations: Milestones of Professionalism
       1. The Individual Professional
       2. Benefits of Professional Certification to Society
       3. Benefits of Professional Certification to Employers, Clients, or Students
       4. Benefits of Professional Certification to the Individual
       5. The Responsibility of Being a Leader in Security
       6. Professional Security Organizations
       7. Professional Certifications: Milestones of Professionalism
14. Unit V: Management and Leadership
    1. Unit V–1: Evolution of Management
       1. Definition of Management
       2. The Process of Management
       3. The One Skill of an Effective Manager
       4. Summary
       5. Evolution of Management
    2. Unit V–2: Time and Stress Management
       1. When is the Best Time for Planning your Work?
       2. Protecting the Master Plan
       3. Other Things that Attack Time Management
       4. Dealing with Stress that is not Work Related
       5. Conclusions
       6. Time and Stress Management
    3. Unit V–3: Project Management: An Overview
       1. The Good Old Days
       2. Transition to Today’s World
       3. Project Management: A Security Specific Pie
       4. The People Piece
       5. The Program Piece
       6. The System Piece
       7. The Business Piece
       8. Project Management
    4. Unit V–4: Company Policy and Procedures: The Security Supervisor’s Primer
       1. What are Policies, and How do Procedures and Rules Influence them?
       2. The Security Policy and Procedure Manual
       3. Quiz
    5. Unit V–5: Total Quality Management
       1. Quiz
    6. Unit V–6: Leadership for Protection Professionals
       1. Leadership in the Security Industry
       2. Traditional and Contemporary Security Management Competencies (1/4)
       3. Traditional and Contemporary Security Management Competencies (2/4)
       4. Traditional and Contemporary Security Management Competencies (3/4)
       5. Traditional and Contemporary Security Management Competencies (4/4)
       6. Conclusion
       7. Bibliography
       8. Leadership for Protection Professionals Quiz Questions
15. Unit VI: Risk Management and Emergency Management
    1. Unit VI–1: Risk Management
       1. Source of Risks
       2. Bibliography
       3. Resources/Publication
       4. Appendix A
          1. Risk Management
       5. Appendix B
       6. Appendix C
       7. Risk Management
    2. Unit VI–2: Why Accidents Happen: The Theories of Causation
       1. Heinrich’s Domino Theory
       2. Ferrell’s Human Factor Model
       3. Petersen’s Accident/Incident Model
       4. The Epidemiological Approach
       5. Systems Models
       6. The Integration of Theories and General Program Implications
       7. Adapting Accident Causation to Specific Environments
       8. The Future of Accidents and Accident Causation
       9. References
       10. Quiz
    3. Unit VI–3: The Supervisor’s Role in Safety
       1. Supervising Crisis Situations
       2. Safety Committee Meetings
       3. Safety Attitude Development
       4. Supervising Accident Scenes
       5. Enforcement of Safety Regulations
       6. Fire Safety Supervisory Functions
       7. Summary
       8. Quiz
    4. Unit VI–4: Workplace Violence
       1. The Basics
       2. Assessing the Risk
       3. Awareness Through Training and Experience
       4. A Safer Workplace
       5. Bibliography
       6. Workplace Violence
    5. Unit VI–5: Critical Incident Management in the Post-9/11 Era
       1. Introduction
       2. Scope of the Problem
       3. Emergency Planning Considerations
       4. Professional Development
       5. Summary
       6. Bibliography
       7. Quiz
    6. Unit VI–6: Supervising During Emergencies
       1. Preparing for Emergencies
       2. Conclusion
       3. Supervising During Emergencies
    7. Unit VI–7: Supervising During Special Events
       1. Assessment
       2. Access Control
       3. Communications
       4. Traffic Control
       5. Emergency Medical Operations
       6. Evacuation
       7. Fixed Posts
       8. Assigning Security Officer’s Posts
       9. Pre-event Briefings
       10. Talking to Crowds
       11. Post-event Briefing
       12. Selection
       13. Recruitment
       14. Applications/Interviewing
       15. Testing
       16. Training: A Supervisor’s Responsibility to the Employee
       17. Hazardous materials
       18. Delivering Instruction
       19. Equipment
       20. Conclusion
       21. Bibliography
       22. For More Information
       23. Supervising During Special Events
    8. Unit VI–8: Security and Medical Response
       1. What is Emergency Response?
       2. Economics of Security and Emergency Response
       3. Conclusion
       4. Security and Medical Response
    9. Unit VI–9: Outsourcing in Security
       1. Pros and Cons of Outsourcing
       2. When Outsourcing is Inevitable
       3. For More Information
       4. Outsourcing in Security
    10. Unit VI–10: Internal Loss
        1. Introduction
        2. Scope of the Problem
        3. Models of Internal Loss Causation
        4. Types of Crime and Loss
        5. Cultural Factors
        6. Prevention
        7. Security Awareness
        8. Auditing
        9. Investigation
        10. Protection Officer Role
        11. Resolution
        12. Career Opportunities
        13. References
        14. Internal Loss
16. Unit VII: Physical Security and Technology
    1. Unit VII–1: Security Systems Design and Evaluation
       1. Introduction
       2. PPS Design and Evaluation Process Objectives
       3. PPS Design
       4. PPS Functions
       5. Design Criteria (1/2)
       6. Design Criteria (2/2)
       7. Analysis
       8. PPS Design and the Relationship to Risk
       9. Summary
       10. Quiz
    2. Unit VII–2: Statistical Analysis
       1. The Collection of Data
       2. The Organization of Data
       3. Analysis of Data
       4. Determining Correlations and Causality
       5. Conclusion
       6. Statistical Analysis
    3. Unit VII–3: Security Technologies
       1. Introduction
       2. Security Systems Integration
       3. Computer Basics and Enterprise Systems
       4. Electronic Access Control Basics
       5. CCTV Systems Basics
       6. Fire Safety/Life Safety and Nonsecurity Systems
       7. How and Where to Learn More about Security Systems Integration and High Technology Tools
       8. Bibliography
       9. Security Technologies
    4. Unit VII–4: High-Technology Theft
       1. New Concern: Identity Theft
       2. Proprietary Information
       3. Some Things do not Change
       4. Recent Trends
       5. The Cost of Theft
       6. Basic Security Safeguards
       7. Inside the Facility
       8. Policies
       9. Security Devices
       10. Conclusion
       11. High-Technology Theft
    5. Unit VII–5: Designing Operations Control Centers
       1. Threat and Risk Analysis
       2. Feasibility Study
       3. Design
       4. Tendering Process
       5. Construction
       6. Operational Alignment
       7. Project Closure
17. Unit VIII: Investigation
    1. Unit VIII–1: Managing Investigations
       1. Introduction
       2. Key Management Skills
       3. Personnel Concerns
       4. Investigation Issues
       5. Conclusion
       6. Information Dissemination Checklist
       7. Investigations
    2. Unit VIII–2: Developing Report Writing Ability
       1. Writing Across the Curriculum
       2. Developing Report Writing Ability in Subordinates
    3. Unit VIII–3: Testifying in Court
       1. Grand Jury vs Trial Jury
       2. Expert vs Regular Witness
       3. Preparation for Court
       4. Speaking and Acting with Confidence in Court
       5. Giving your Testimony
       6. Conclusion
       7. Testifying in Court
18. Unit IX: Customer, Client and Community Relations
    1. Unit IX–1: Customer Service and the Protection Officer: Guidelines to Achieving Excellence
       1. Selection
       2. Image Enhancement
       3. Training and Behavior
       4. Telephone Personality
       5. Telephone Standards
       6. Customer Service Checklist for Protection Officers
       7. Bibliography
       8. Customer Service
    2. Unit IX–2: The Supervisor’s Role in Improving Customer Service
       1. Role of Supervisors
       2. Core Philosophy of Parent or Client Organization
       3. Ensuring Optimal Performance and Adherence to “Best Practices”
       4. The Customer Service Role of Protec tion Officers
       5. Feedback Loop: Audits, Customer Complaints
       6. For More Information
       7. The Supervisor’s Role in Improving Customer Service
    3. Unit IX–3: Tenant Relations (1/2)
    4. Unit IX–3: Tenant Relations (2/2)
       1. Site Evacuations
       2. Ten Commandments of Evacuations
       3. Terrorist Threat Indicators
       4. References
       5. Tenant Relations
    5. Unit IX–4: Uniforms and Image Projection for Protection Forces
       1. Role of the Security Officer
       2. History
       3. The Effect of Uniform Color
       4. Uniform Styles
       5. Uniform Materials and Appearance
       6. The Role of Uniforms in Inspecting and Briefing the Shift
       7. Conclusion
       8. References
       9. Uniforms and Image Projection for Protection Forces
    6. Unit IX–5: The Relationship Between Marketing and the Security Function
       1. Introduction
       2. Security Market Needs
       3. The Concept of Services Marketing
       4. Security Services Marketing
       5. Selling the Security Service
       6. Mission Statement
       7. The Customer—Security Service Interface
       8. The Security Survey
       9. Summary
       10. The Ten Commandments of Marketing
       11. Bibliography
       12. Periodicals
       13. Marketing the Security Function
    7. Unit IX–6: Crime Prevention and Community Relations Strategies
       1. Crime Prevention and Response Theory
       2. Community Considerations
       3. The Security Survey
       4. Home Security—Burglary
       5. Robbery
       6. Rape
       7. Identity Theft
       8. Shoplifting
       9. Conclusion
       10. References
       11. Crime Prevention and Community Relations Strategies
    8. Unit IX–7: Public–Private Sector Liaison Programs
       1. The Liaison Function
       2. Successful US Programs
       3. NYPD Shield
       4. LEAPS El Paso
       5. Target & Blue
       6. Successful International Programs
       7. Operation Cooperation
       8. IACP/COPS 2004 Recommendations
       9. Selecting a Liaison
       10. Public–Private Sector Liaison Programs
19. Unit X: Legal Aspects
    1. Unit X–1: Legal Aspects of Security
       1. Introduction
       2. Key Terms and Concepts
       3. Arrest and Detention
       4. Detention
       5. Considerations Regarding the Use of Force
       6. Civil Liability
       7. Intentional Torts
       8. Criminal Law and Criminal Liability
       9. Trespassing
       10. Labor Law, Discipline, and Dismissal
       11. Legal Standards Regarding Privacy
       12. Administrative Law
       13. Audits
       14. Interrogation
       15. Search and Seizure
       16. Regulations Governing the Security Industry
       17. Standards
       18. Giving Depositions and Testifying in Legal and Quasi-Legal Proceedings
       19. Bibliography
       20. Legal Aspects of Security
    2. Unit X–2: Managing/Supervising to Reduce Liability
       1. Liability: What Is It?
       2. Civil Liability
       3. Other General Areas of Liability
       4. Employment Liability
       5. Criminal Liability
       6. What does it All Mean?
       7. Bibliography for Further Reading
       8. Managing/Supervising to Reduce Liability Quiz
    3. Unit X–3: Sexual Harassment
       1. Statutory Definitions
       2. Development of Harassment Case Law 1970–2001 (1/2)
       3. Development of Harassment Case Law 1970–2001 (2/2)
       4. Schools, Colleges, Title IX
       5. Equal Employment Opportunity Commission
       6. Liability
       7. Transfer/Insurance
       8. Investigation
       9. Discipline
       10. Conclusion
       11. Sexual Harassment