Security officers and janitorial staff have long been an integral part of residential operations. Some complexes and buildings were large enough to have separate apartments serving their tenants, while others had to choose to have a security officer or a janitor. Without the option to hire both, the residences lacked a full service program. This article will detail a dual-role security officer / janitor program, cover why it is not the residential industry standard, and explain how this benefits the tenant and visitor experience.
The impact of having the dual role of custodian / security officer will be seen in the overall security of the residences, customer satisfaction and cost savings. Property management companies and residential owners should not have to choose whether to value a safe environment or a welcoming environment when both are possible with a properly trained and licensed security concierge.
An initial step in developing a full-service tenant program for residential homeowners and property management companies is to combine the two departments by hiring licensed security officers who are trained as personal janitors. This full-service professional must have the necessary skills and knowledge of both professions and be able to adapt to a variety of complex situations and incidents. The dual duty custodian / security officer must possess the excellent client skills of a custodian and enforcement of the regulations of a security officer; the ability to make reservations and the ability to respond to emergencies; the care and cooperation of a janitor and the crime prevention of a security officer. To be successful with this service, a complex training program must be established that focuses on security and janitorial skills as a unified style of service, not separate roles. The service provider must have experience with both services and have an officer development program.
Why have many security companies or janitorial services not turned to the dual duty officer? Security companies have not opted for this model due to the demands for training, responsibility, and the salary structure necessary to provide the level of quality customer service and protection that tenants expect in a residential setting. Janitorial companies have not opted for this model due to the responsibility and cost of licensing their staff as security officers to monitor cameras and respond to emergencies. The increased risks of terrorism and crime require that security officers receive more diverse training in emergency first response, security procedures, and general crime prevention. Gone are the days when security officers were counted on to simply contact 911 and wait for police and emergency medical services to respond. Security officers must now be certified in first aid and trained in national security defense to protect the lives of the people they serve.
Custodial staff have been known to assist residents with any and all requests for needed services, although there is a gap between the emergency response capabilities of the janitor and the security officer. The dual-role officer can help with anything from monitoring closed-circuit televisions and filing police reports to providing information on local nightlife, making reservations, and coordinating grocery delivery. Services like these are common in the hotel industry and should become the benchmark for residential buildings offering luxury services.
What will this convergence bring to a residence? A cost-benefit analysis of the dual-role officer can easily justify the conversion. Homeowners and operators with front desk staff can incorporate the security and concierge function into an operating expense in their budget. Security companies should increase their customer service training and service programs, but should not incur any cost for increased licenses. The end result will be greater tenant satisfaction, increased safety and security, and most importantly, peace of mind.
There has been a growth toward the dual role of janitor / security officer in many organizations, but many of these attempts have not been an integration of security and janitorial best practices, but rather a selective combination of the two disciplines. The responsibility falls on the service providers to integrate both training programs without losing any of the qualities of each role. The right management structure and salaries will allow managers and owners to hire the professionals necessary to institute this important balance.