UBC Reports | Vol. 47 | No. 12 | August 9, 2001

Ensuring safety new manager's focus

Customer service key, says new security manager

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."