There are over 116,000 libraries in the United States, ranging from the typical city or county libraries we see in our communities, to law libraries, school libraries in K-12 and college and university campuses, and so-called special libraries, like medical libraries, corporate libraries, military libraries, and those for the blind. Many of these facilities need better security devices and more protection from security officers.
Libraries attract all types of users (patrons, in their parlance), most of whom have no behavioral issues at all; they just want to use and enjoy the facilities. There are a small number of problematic patrons, who enter the library with theft, vandalism, drug sales, drug use (and overdoses), gang activity, domestic violence, threats, disruptions, or workplace violence on their minds. They often bring their accompanying mental illnesses, substance abuse addictions, and criminal histories with them. It is for these people that many libraries, especially in downtown or urban locations, bring in security officers.
As a library security consultant, I get called by library directors to help bring in, hire, orient, and train security officers to work in the library environment. Part of my initial work is to educate the library directors and their staff as to the differences between in-house and contract security officers, how to get the best efforts from either choice, and what kinds of duties they should be expecting from either type of officers.
If you currently provide contract security officers to libraries or you want to tap into this ever-growing security market, then review what I call my “Open Letter to Library Directors Needing Security Officers” and craft your sales efforts to meet their needs or respond to their RFQs or RFPs:
“There are usually two types of library security officers: in-house or contract. In-house security officers are more rare, but they could be provided by the city, county, or perhaps through the county sheriff’s department. The benefit to this type is that they have knowledge of crime issues in the area and tend to be more responsive (and loyal) because they are also employees of the library’s governmental agency as well. The downside to contract employees is that the library may get stuck with an officer who has retired on duty or is a bit lazy and doesn’t do much.
Contract security employees offer their own set of pros and cons. The biggest downside is they are usually horribly underpaid and as such, we don’t get the quality employee we need because the low pay drives the good guards to go to other firms where they are paid better. The best part about using a contract security officers is that if the firm is reputable, hires well, and has a large number of employees, you can request they put another, better qualified officer in your library, to replace a guard who is not doing the job to your satisfaction. One of your duties is to make sure the contract security officer is a good fit with the culture of your library, as it’s oriented by your patrons and employees. Is this person a good service provider and not heavy-handed in the security role? Does this person communicate effectively with patrons and staff of different races, genders, and ages? Does this person intervene in patron behavior issues with skill and tact? If not, you have the right to request another officer from the contractor.
Like creating the perfect service-oriented library employee, getting the best use of security officers in your library will take some careful thought, planning, preparation, and discussion, with both library leaders and staff members. It makes good security sense to talk as a group about the benefits of a security officer and how to make the best use of his or her abilities in your library. Then you can meet with the in-house or contract security providers and explain your needs in detail.
In the security guard world, it is all about the posted orders. These orders tell the officer what to do, how to do it, where to do it, when to do it, why to do it, and for whom to do it. The posted orders are supposed to be the last word on their job duties.
The problem is that too many contract officers are placed into library facilities by the security company’s salesperson, using the same posted orders that they would use for a factory, warehouse, retail store, or other non-library location. You need posted orders that are specifically created for your library.
The first step, if you don’t have a security officer now or have never had one, is to start with a clean slate about this person’s job duties. Sit down with selected staff members, supervisors, managers, and library leaders and brainstorm what you want - in the perfect library world - for this security officer to do.
If you already have a security service in one or more of your libraries, it is not too late to make changes to their posted orders. Look at what is on file now and seek to make changes. Create a list of job duties and responsibilities for your library security officer. You can add, delete, or modify these suggestions to fit the needs of your building, your patrons, and the security concerns of your staff. Such duties and responsibilities could include:
- Be visible, in full uniform, at all times while working.
- Be accessible, by cell phone or radio, at all times while working.
- Patrol the exterior of the library building every hour.
- Patrol the parking lot or parking garage every hour.
- Walk the library floor every 30 minutes.
- Check the public restrooms every hour for illegal activities or violations of our Code of Conduct.
- Greet patrons at the main entrance and provide directions, if necessary.
- Interact with patrons as necessary and re-direct them to staff for four further help.
- Interact with library staff and supervisors about any safety or security issues.
- Escort patrons from the library who have been asked to leave or have been previously banned.
- Check the Computer Lab, Genealogy Room, and staff work areas several times per shift.
- Brief responding police officers to any security concerns; provide an update about a situation as they arrive.
- Pay attention for any medical emergencies and call 9-1-1; provide basic first-aid as able.
- Pay attention to any hazards that could result in injuries, fires, or damage to library property.
- Know the evacuation routes and be ready to evacuate staff and patrons to safe locations outside the building.
- Escort any staff members who request it to their cars in the parking lot after close of business.
These need to be communicated to the site security manager in charge of the contract for your facility. These also need to be measured, using observations and reviews, to make certain the things on paper are being done in person. Once you and the site security manager have agreed these are the appropriate posted orders (and they are subject to change and modification, as events or needs dictate), this is the standard that all guards must meet fit if they are to work in your library.”
About the Author:
Dr. Steve Albrecht is internationally-known for his research, training, and writing in workplace violence prevention. His book, Library Security: Better Communication, Safer Facilities, was published by the American Library Association in 2015. He can be reached at www.DrSteveAlbrecht.com.
