Detailed job description and main responsibilities

Communication/Relationship Skills

To communicate with patients and visitors who may be violent, distressed or under the influence of drugs or alcohol.

Deal with sensitive issues and empathetically support staff with complex and highly emotive issues as a result of the wider impact of violent physical assaults.

Ensure all relevant incident information is logged, recorded, and handed over before end of shift.

To support and provide information to staff in relation to violent or distressed patients.

Provide and receive confidential information relating to the care of patients, workforce issues and political imperatives.

Give directions and advice to patients and visitors across the Trust sites.

To greet and assist all service users in a friendly and helpful manner, thus promoting and maintaining a good communication network with all service user groups.

To liaise with the Security & Healthcare Services Manager to resolve any issues that may arise during their shift and make decisions as appropriate.

To promote good communication at all times with all service user groups and colleagues across the Trust.

Operate and answer the communication device, i.e. Radio’s or telephone, issued to staff in courteous manner and action the requests. 

Analytical/Judgement Skills

To be able to make judgements of situations, some of which may be complicated and/or require an immediate response. To consider the wider situation and impact when making these decisions.

Review and respond accordingly to information handed over from other security staff, Heads of Departments, Ward Staff, and escalate if and when required to the appropriate person or team.

Instigate Police response to any suspicious incidents or offences.

Planning/Organisational Skills

To be responsible for the prompt receipt and allocation of security work requests received via telephone, email or in person from service users.

By using all the information at hand, prioritise the workload to ensure the department is fulfilling its obligations to the user.

To be responsible for planning and organising straightforward activities to help reduce and/or prevent incidents and criminal activity, to include:

- Responding to requests for assistance from wards and departments.

- The protection of property belonging to the Trust, patients, staff, visitors and contractors against loss, theft and damage. 

- The protection of patients, staff, contractors and visitors against acts of violence, aggression and abuse.

- Asking trespassers, i.e. intoxicated persons, vagrants to leave the premises; if the trespasser refuses to leave quietly when asked to do so obtain assistance from other security staff or the police.

- Challenging any person on site as to their business on site out of hours.

- To accurately record any delays that may occur when Security staff are undertaking a task, ensuring that all relevant information is accurately logged for further use.

Physical Skills

To understand and adhere to safe working practices at all times in accordance with the relevant legal framework and departmental and Trust’s Health and Safety Guidelines.

Support Department Teams, to manage incidents of escalated behaviour due to acute distress and challenging behaviour.

The use of physical skills on a daily basis throughout the shift to ensure safety of patients, staff and visitors. The skill level required is advanced and will require specific training to ensure staff are meeting the regulations set out, along with accredited de-escalation and Physical Intervention training skills.

Patient/Visitor Care

Make sure relevant wards / departments and staff are aware of any security alerts and provide advice as required.

Check and monitor patient lists for patients and visitors going into the Maternity Wards, and Delivery Suite.

Assist Clinical staff to complete Patient and Security documentation as and when required to support patient and staff safety.