Condominium residential communities require efficient management and security measures to ensure the safety and well-being of their residents. In this regard, condo security guards and concierge staff play a vital role. This article delves into the training provided to these professionals, exploring how their expertise and preparedness enable them to effectively manage emergencies and mitigate legal situations in partnership with property managers and the board of directors.

The role of condominium concierge/security staff is twofold. They require excellent customer service skills in aiding residents and their guests, providing a welcoming environment and a variety of conveniences to meet growing expectations consistently. Condo security guards and concierge staff also serve as a visible and proactive safety presence in condominiums, working diligently to maintain a safe and secure environment. Their primary responsibilities include monitoring access points, managing parcels, conducting patrols, addressing resident concerns, and providing aid and guidance as required. However, their importance extends beyond routine tasks, as they serve as frontline defenders and first responders in emergencies and legal issues.

Training for Emergencies
To handle emergencies effectively, condo security guards and concierge staff undergo comprehensive training programs that equip them with the necessary skills and knowledge. This training covers a range of areas, including emergency response protocols, evacuation procedures, first aid, AED and CPR, fire safety, management of aggressive individuals and crowd control. 

By understanding these crucial aspects, security personnel can promptly and safely respond to emergencies, mitigating potential risks in support of property managers and ensuring the well-being of residents and the condominium communities in which they service.

In emergency scenarios such as fires, natural disasters, or medical emergencies, security guards and concierge staff play a pivotal role in alerting emergency services, guiding residents to safety, and providing initial assistance until emergency personnel or other specialized professional trades of the corporation arrive. Good training instills a sense of calmness, enabling staff to handle high-pressure situations and make critical decisions swiftly. It should be noted that detailed protocols and established procedures are also vital and go hand in hand with staff training. Training must be ongoing and completed regularly, and required to demonstrate their capabilities on necessary life safety devices like building fire panels. Protocol manuals and procedures must be reviewed periodically to ensure they contain current, updated information and include industry best practices. Regularly updating your fire safety plan and at-risk individual(s) list is essential. Security site supervisors and security managers often assist property managers with this crucial item. They are often the first to know when residents require special attention or could be at higher risk during an emergency.

Mitigating Legal Issues
In addition to handling emergencies on site, security staff in condominiums are often relied upon to mitigate illegal issues when they arise and assist property management in handling certain situations. As a result, condo security staff should be well versed on the condominium rules and regulations and municipal by-laws, particularly those pertaining to amenities, parking infractions, trespassing, handling noise complaints, and addressing conflicts between residents. Their training should emphasize conflict resolution, effective communication, and knowledge of local laws to ensure fairness, respect, and compliance within the condominium community.

When legal issues arise, security guards may be called to act as liaisons or mediators, facilitating dialogue between parties and striving for amicable resolutions. Most legal situations involve a duty of care, however, which is where the training and response of security guards will be measured against the standard of care expected, considering a variety of circumstances. This is where a security guard can prove to be one of the property managers and condominium corporation’s greatest assets or a significant liability.
Not only with the actions or inactions of your security/concierge guard come into play, but so will their written report, or the lack of one. A properly written report would greatly assist the property management office in follow-up or the corporation’s legal representative after an incident to mitigate legal liability.

Good Security Adds Value
In today’s world today of ever-increasing expectations, a growing list of threats, and the increasing number and size of condominium communities in construction, it is imperative that property managers and the board of directors understand and value the role of security and concierge staff and invest in it. You want to ensure you or your provider can recruit and retain quality staff who care. Then you want to regularly provide that staff with training and support beyond the initial onboarding process; all site staff, not just security/concierge, but also property management, cleaning and building operators.

Condo security guards and concierge staff are indispensable in maintaining the safety and well-being of residents within condominiums. They are equipped to handle emergencies and legal situations effectively through rigorous training and preparation. Their presence will ensure safety and security and foster a sense of community and trust among your residents. The collaborative efforts between security. The collaborative efforts between security personnel and condominium managers can create a cohesive environment where safety and efficient management go hand in hand. 

Mike Fernandes is the VP of Operations at Regal Security, a leading full-service security solutions provider.
regalsecurity.com

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