Security Officer, Downtown Nights

A Security Officer at Downtown Nights in UMMC is responsible for ensuring the safety and security of patients, visitors, and staff. This includes conducting regular security rounds, enforcing safety and security policies, and providing directions and assistance. The officer handles emergencies, performs incident investigations, and documents any security violations. Additionally, they serve as a vital communication link between the hospital, patients, and local emergency services.

To become a Security Officer at UMMC, candidates need to have a high school diploma or GED. A valid State Driver’s License with fewer than three points is required, and candidates are encouraged to obtain their Maryland Security Guard Card and other certifications such as IAHSS and CPI certifications within specified time frames. Effective communication and problem-solving skills are essential for successfully fulfilling this role.

In emergencies, a Security Officer at UMMC follows established safety protocols to guide staff and patients effectively. They play a crucial role in ensuring the correct procedures are executed, assisting with evacuations, and communicating with local emergency response teams. Their training equips them with the skills needed to act quickly and efficiently, ensuring everyone on campus remains safe during incidents.

Communication skills are vital for a Security Officer at Downtown Nights to ensure clear interactions with patients, staff, and visitors. Officers must effectively document incidents, provide directions, and maintain a calm demeanor during emergencies. Demonstrating active listening and maintaining professionalism while addressing customer service challenges are essential elements of success in this role.

At UMMC, Security Officers have several opportunities for advancement. With further education, training, and certifications, such as crisis intervention or specialty security certifications, officers can move into supervisory or specialized roles within the security department. UMMC supports ongoing professional development, making it an excellent workplace for those looking to grow their careers.

In such a scenario, it's important to prioritize de-escalation. I would approach the patient calmly and speak in a soothing voice, asking open-ended questions to understand their concerns. My priority would be to listen actively to their grievances, assess the situation, and involve healthcare staff if necessary to ensure their safety and comfort.

I have been trained in emergency response protocols through my previous roles and training programs. I understand the importance of remaining calm and effectively communicating with team members during crises. I’m familiar with initiating alerts and guiding both staff and patients to safety, adhering to the organization's emergency plans.

If I notice suspicious activity, I would first observe the situation closely and gather details without confronting anyone. I’d use my two-way radio to report the observed activity to dispatch, ensuring that appropriate personnel are notified. I would remain vigilant in monitoring the situation until further action is necessary.

Customer service is about ensuring safety while facilitating a friendly atmosphere. I prioritize customer service by greeting patients and visitors warmly, assisting them promptly, and addressing concerns with empathy. My goal is to create a secure yet welcoming environment where individuals feel valued and safe.

HIPAA regulations are critical to protecting patient privacy and confidentiality. As a Security Officer, I'm committed to ensuring that all patient information remains confidential and secure. This involves adhering to protocols regarding how information is shared or discussed and taking measures to prevent unauthorized access.

In the event of encountering a violent patient, safety would be my top priority. I would follow the established protocol, which includes alerting team members and using de-escalation techniques to calm the individual. If the situation escalates, I’d ensure that proper restraints or assistance is sought promptly while ensuring the safety of myself and others.

Documentation of incidents is essential for accountability and future reference. I would ensure that I take detailed notes on the situation, including time, date, and specifics of what occurred. I use the designated security log to document my observations and actions taken, ensuring accuracy and compliance with UMMC’s policies.

I am drawn to UMMC's commitment to patient care and safety, which aligns with my values and professional goals. Working in a dynamic healthcare environment excites me, and I believe my background in security makes me well-suited to contribute meaningfully to the team, ensuring safety while enhancing the overall experience.

Handling conflicts requires effective communication and emotional intelligence. I believe in addressing conflicts directly but respectfully, seeking to understand the other person's perspective. I aim to find common ground and reach a resolution without letting the issue affect our working relationship, as teamwork is essential in a security role.

I believe that qualities such as strong observational skills, empathy, decisiveness, and resilience are crucial for a Security Officer. These traits help in assessing situations quickly, relating to those I serve, and making informed decisions that ensure the safety and security of the hospital environment.