Facility Safety
Trauma-Informed Security: A Guide for Security Staff in Human Services
How security staff at shelters and housing sites can keep people safe using a trauma-informed, respectful approach.
Security work in a shelter or supportive housing site is different from security at a store or office. The people you protect are also the people you may have to redirect, and many have had frightening experiences with authority.
Safety and respect work together
A trauma-informed approach is not a softer standard. People who feel respected are more likely to cooperate, and a building where people cooperate is a safer building.
Be a known, steady presence
- Greet people by name.
- Be the same person every day: fair, calm, and predictable.
- Build relationships before there is a problem.
Words first
Most situations can be resolved by talking. Use verbal de-escalation, give people time to comply, and offer choices.
Watch your presence
A uniform, a raised voice, or standing over someone can feel threatening to a person with a history of trauma.
- Keep a respectful distance and an open stance.
- Do not crowd a person with several staff at once.
- Explain what you are doing and why, especially during bag checks.
Enforce rules fairly
Apply the same rule the same way to everyone. Explain the reason. Correct people privately.
Do not take it personally
Anger aimed at you is usually about the situation or the uniform. Staying professional when insulted is one of the hardest and most important skills in this job.
Know your limits
Understand exactly what your agency's policy and your license allow regarding physical contact, searches, and detaining people. Never go beyond them.
Work as part of the team
Share what you observe with case managers and supervisors. You often see things no one else does.
Report and reflect
Write clear incident reports and take part in debriefs.
Our Crisis Intervention Training and Facility Safety Training are designed for security and safety staff in human services.