Upstream - The Newsletter of Incentive FM Group

Security Training

By Bob Crowhurst, Tech IOSH, Training and Development Manager, Incentive Lynx Security Ltd

Bob Crowhurst, Tech IOSHBeing a security officer in today’s world is a far far different proposition than it was even as little as ten years ago. No longer is he or she that hulking presence in the doorway with that “They shall not pass” mentality, with limited ability, scope and credibility.

The advent of SIA Licencing coupled with the steady improvements in conditions, as well as recognition of the increasing professionalism and standards required to service the needs of our ever demanding clients in today’s market, have all culminated in the need for greater training and awareness for those who work in our industry. This is a challenge which Incentive Lynx has risen to and readily accepted.

Training within the company has made great advances over the years. Along with the basic security courses, we have added new courses and vibrant subjects and qualifications that not only increase skills and competence but also add to an officer’s self-esteem, employability and potential for advancement. The provision of training also says to our officers ‘we recognise you, we value your efforts and you are an important and integral part of our organisation’.

Training is the corner stone of any successful venture, the results of which greatly reflect on our saleability and reputation. As well as the basic security courses, our Training and Development Manager Bob Crowhurst implements and administers our Security Officers Development Plan, which offers;

Delivering Service Excellence: A customer service programme that offers so much more than the old ‘shiny shoes and pressed trousers’ approach of the past. Those values are still very relevant in today’s business but this course encourages officers to think about their service provision in different ways and asks the questions “What do I want when I am the customer?” and “Why would a customer of mine want anything less?”. It also explores communication in all its forms, conflict situations, expectations, teamwork, those vital first impressions and how we can make the customer service experience more enjoyable for all. Successful completion of this course can earn a City & Guilds level 2 Certificate in Customer Service.

Institution of Occupational Safety and Health training (IOSH)

Health and Safety issues are never far from the news headlines these days, which is not surprising when there are on average 230 fatal accidents in the workplace every year together with over 30,000 serious injuries and in the region of 120,000 less serious injuries throughout the UK. Health and safety in the work place is everybody’s responsibility and to help in ensuring we keep our workplaces as safe as can be we have introduced courses from the Institution of Occupational Safety and Health (IOSH) one of the leading providers in this field. We are able to provide, Working Safely, a foundation course for security officers and Managing Safely a more advanced course for senior supervisors and managers. We are one of very few organisations in the security industry that can offer these courses in-house.

National Vocational Qualifications/Apprenticeships

Over 45 per cent of officers have achieved an NVQ to date in subjects such as Providing Security Services, Customer Service, Business Studies, Team Leading and Management. Our most recent success is a group of ten Site Managers completing the Level 5 Diploma in Management Studies, so a ‘Graduation’ style presentation evening is planned later in the year to congratulate this splendid achievement.

As for the future

We will shortly be introducing a web based training element to our portfolio which will enable officers to complete training at times more convenient to them in easier to absorb short chunks. This will reduce the amount of ‘free time’ they need to give up in the pursuit of training and work towards meaningful qualifications.

Since becoming part of the Group

Bob has been able to assist both Incentive QAS and Incentive FM with their training needs at:

Crompton Place, Bolton - Health & Safety Annual Refresher Training
Idlewells Shopping Centre, Nottingham - Fire Marshal Training
Friars Square – IOSH Managing Safely Course
Covent Garden – Customer Service
Marks and Spencer – IOSH Managing Safely Course, Customer Service, Supervisor Training and Health & Safety – Ladder Training
Colgate Palmolive – Risk Assessment Training