Performance Management for Security Services
Goals, reviews and ratings that hold up in a conversation.
What this looks like in security services
The parts of performance management that are specific to this sector, rather than general.
Performance at Post
Assessing people you see for ten minutes a week.
What this coversHide
Performance at Post
Assessing people you see for ten minutes a week.
What this coversHideSecurity performance management has an unusual constraint: the supervisor observes each guard briefly and infrequently, and the client sees them every day. Any workable system has to use both.
- Observable standards defined per post, not in general terms
- Supervisor visit observations recorded, not just conducted
- Client feedback captured structurally and attributed fairly
- Incident handling assessed - both response and reporting
- Attendance, punctuality and relief reliability as core measures
- Turnout, alertness and post discipline standards
- Progression to senior guard and supervisor linked to the record
- Review conducted by the supervisor who actually visits
- Standards defined per post
- Supervisor observation recorded
- Client feedback captured
- Periodic review
- Progression or corrective action
Attributing client feedback fairly is the part that requires care. A complaint about a site is not necessarily a complaint about the guard on duty, and conflating them destroys the credibility of the whole system.
The general method — what performance management covers, the questions it answers and what an engagement produces — is the same whatever the sector, and is set out on the performance management process page. What is above is the part that differs for security services.
Other HR topics for security services
Where to start
Most engagements begin with a review of how this runs in your business today, then a written process and the sequence to implement it.
See all HR topics for security services, or another industry.