Physical Security Expectations Versus Needs

An expectation is often expressed as an employee’s concern. For example, an employee may express a concern about how easily a customer in an office reception area can proceed unimpeded into the employee work area. When the employee expresses that concern to the facility manager responsible for security, the employee really is expressing an expectation that the perceived problem will be remedied. In the employee’s mind, his expectation is a need.

The facility manager should listen to the employee’s concern and assess objectively whether or not the reception area’s configuration represents a valid security concern. The manager also should ask the employee for remedial suggestions. If an employee cannot articulate an expectation precisely, that does not mean it is invalid. Persons responsible for security must learn to “Listen between the lines and with a different set of ears” so they fully understand the underlying reasons for employees’ concerns.

For security to have credibility with employees, managers must address employees’ expectations and provide constructive feedback. If an employee’s concern was validated as a security need, explain to the employee why it was validated and any action that was taken to address the need. If the concern was not validated or could not be addressed, despite being validated, explain the reasons to the employees.

In some instances, security needs are prescribed by departmental regulations. A defined need may appear to be inapplicable at certain facilities. Local facility managers with responsibility for security need to work closely with their superiors to try to reconcile imposed needs that conflict with local conditions. Security needs to be flexible, imaginative, and innovative if it is to be credible with employees.