UBC Reports | Vol. 47 | No. 12 | August
9, 2001
Customer service key, says new security manager
by Hilary Thomson staff writer
For Jennifer Black, effective security is all about finding creative
ways to solve problems.
Black is Campus Security’s new operations manager and directs the
40 patrol and security staff as well as campus emergency response
and communications services.
“The UBC community is an interconnected web of needs,” says Black
who has a background in facility management and was recently the
building security manager at the Alma Mater Society Student Union
Building. “My job is matching our security teams to the clients’
needs.”
Clients include faculty, staff and students as well as campus residents,
business owners and neighbours. Security activities range from criminal
investigations to co-ordinating security at special events and protecting
visiting dignitaries.
Black acknowledges that many people see security personnel as `lock-checkers.’
“That’s only one part of the job — our primary focus is to ensure
people’s safety and well-being using a variety of measures.”
Originally a sculptor and designer, Black took her first security
job to help support her artistic career. After working as a dispatcher
she was alerted to the job stress experienced by security services
employees and created a critical incident stress program at her
company.
A specialist in stress arising from hold-ups, Black has taught
stress management and other programs for the Justice Institute of
B.C.
She advocates coaching rather than enforcement and contends that
many safety issues result from making a bad choice at the time.
She aims to raise security awareness and build stronger relationships
with the UBC community through communication and involvement with
client groups.
“A customer service attitude is key — we want successful outcomes
for the client and we want people to stay safe.”
