Assistant Manager Security Operations

The Assistant Manager, Security Operations is responsible for supervising and coordinating daily security operations at Connecticut Children's Medical Center. This role serves as the primary supervisor on the day shift but is expected to coordinate all three shifts, including scheduling, training, assignments, and disciplinary actions. The Assistant Manager ensures a high standard of security services for patients, families, visitors, and staff while responding to security incidents and emergencies. Additionally, this role is responsible for project management activities, including assigning tasks, monitoring outcomes, and implementing security initiatives. This position reports to the Security Operations Manager.

Supervisory Responsibilities:

• Supervises and coordinates the day-to-day activities of Team Leads, Security Officers, and Visitor Access Associates.
• Supports the Security Operations Manager in overseeing the Security Management Program.
• Ensures that security and VAA staff scheduling is accurate and completed by Team Leads.
• Facilitates teamwork and cooperation among staff, resolving routine employee relations issues and escalating complex matters as necessary.
• Participates in hiring, onboarding, and orientation for new security personnel.
• Delivers continuous training, mentorship, and structured performance evaluations for security staff.
• Identifies equipment, supply, and service needs, communicating with appropriate personnel to resolve issues.
• Assists in the development, implementation, and enforcement of security policies and procedures.
• Oversees annual staff training programs, competency validations, and structured performance evaluations.
• Demonstrates commitment to the mission, values, and goals of Connecticut Children’s.

Security Operations Management:

• Monitors security calls and ensures a professional and timely response from security personnel.
• Reviews and evaluates all RL Solutions incident reports to ensure accuracy and completeness.
• Reviews and approves all Omnigo Security Reports.
• Conducts preliminary investigations on security incidents and reports findings to the Security Operations Manager.
• Directly supervises Team Leads, providing coaching, training, and performance oversight.
• Attends and/or leads monthly meetings with Security Officers, Team Leads, and Visitor Access Associates (VAAs).
• Responds to security and valet-related concerns and conducts follow-up investigations.
• Coordinates efforts between Security and Visitor Access staff to ensure smooth operations.
• Assists in emergency response and crisis management efforts in coordination with hospital leadership.
• Performs additional duties as assigned by the Security Operations Manager.

Visitor Access:

• Ensures adequate staffing levels for Visitor Access Associates to maintain operational efficiency.
• Manages and resolves customer service concerns from Welcome Desk operations, implementing service recovery strategies as needed.

 

• Performs other job-related duties or obtains training as assigned
   

Education and/or Experience Required:

• Education: High School Graduate
• Experience: Minimum 3 years of law enforcement or security leadership experience.

Education and/or Experience Preferred:

• Education: Associate degree / in Business Management, Criminal Justice, Emergency Management, or a related field preferred
• Experience:
  • Law Enforcement Officer Safety Act (LEOSA) eligibility preferred.
  • Previous healthcare security experience strongly preferred.

License and/or Certifications Required:

• Valid driver’s license (Required).
• Valid State of CT Guard Card upon hiring or must obtain within the first 3 months of employment.
• Marcus Crisis Prevention Program (MCPP) certification required within six months of hire.
• ICS 100, 200, 700 required within Six months of hire

Knowledge, Skills and Abilities:

Knowledge

• Security operations and visitor access management within a hospital setting.
• Relevant security industry standards, regulations, and best practices.
• Organizational policies, emergency procedures, and incident response protocols.

Skills

• Strong leadership and management capabilities.
• Excellent customer service and interpersonal communication skills.
• Conflict resolution and problem-solving skills.
• Ability to analyze security risks and implement effective mitigation strategies.
• Proficient in Microsof