In my years as a security and surveillance professional and now as a consultant, I’ve come to appreciate just how powerful well-crafted policies and procedures can be. If you want an effective and successful security or surveillance department, developing and implementing policies and procedures based on best practices, industry guidelines, regulations, and controls is the quickest and most reliable way to get there. Without this foundation, you’re not running an operation—you’re just reacting to chaos.
In his book Operational Policy Making for Professional Security: Practical Policy Skills for the Public and Private Sector (2016), Allen R. Sondej defines these terms as follows:
- Policy: A flexible set of broad guidelines used to communicate the organization’s intended direction or result.
- Procedure: A standard operating procedure or process. It lays out the recommended steps to achieve the intended action.
Simply put, the policy defines what we intend to do, and the procedure explains how we do it.
Sounds simple, right? Just write up your policies and procedures, and you’re good to go. Well… not quite. If you want a model that actually works – not just a binder collecting dust – there are a few key steps to follow.
1. Understand your mission
At their core, security and surveillance have a simple mission: protect assets, observe, and report. However, those broad goals need to be broken down into actionable components.
For example, a casino faces many threats, one of which is cage robberies. It’s not enough to say, “We prevent and detect incidents.” We need to ask:
- How do we prevent them?
- How do we detect them?
- What do we do when one happens?
Each element of your mission must be clearly defined and addressed in your policies and procedures.
2. Develop a strategy
Your security program should be strategy-driven, considering your mission and the risks, threats, and vulnerabilities unique to your environment.
Going back to the cage robbery example – your policies and procedures should outline the following:
- Are we focusing on prevention, observation, or both?
- How should officers and surveillance personnel respond?
- What specific actions should be taken before, during, and after an incident?
Without a clear strategy, policies and procedures lack direction – and your team won’t know what’s expected of them.
3. Build policies and procedures that support your mission and strategy
This is where many security and surveillance operations fall apart. Yes, they have policy and procedure manuals, but…
- They’re incomplete or outdated.
- They don’t address real threats.
- They focus more on administrative issues than on critical security functions.
Take a look at your manual.
- Does it outline how to call in sick but lack details on how to respond to a robbery?
- When was it last updated?
- Do your team members actually know what’s in it?
A well-crafted policy and procedure manual isn’t just a rulebook – it’s a playbook. It should provide clear, step-by-step instructions for responding to all potential threats.
For instance, in a robbery scenario:
- Where should officers be positioned?
- Who is responsible for calling law enforcement?
- How should cameras be adjusted to capture the event?
If your manual doesn’t answer these questions, it’s time for a revision.
4. Train your team
A policy is only as good as the people implementing it. If your staff isn’t trained to follow your policies and procedures, they’ll revert to whatever seems right at the moment, which may not be effective (or even safe).
- If officers are patrolling the casino floor, how should they do it?
- What should they look for, and how should they document suspicious activity?
- What’s the expected response in a crisis?
Without training, everyone will act based on their own interpretations. Some might take the initiative, while others do the bare minimum. To avoid inconsistency (and liability), ensure your team understands exactly what to do and how to do it.
Want proof that training matters? Try this experiment:
- Pull a cage alarm (in a controlled exercise).
- Watch how your team responds.
Chances are that the reaction will be disorganized and hesitant. Most teams fail this simple test – but it highlights why regular training is crucial.
5. Keep your policies and procedures up to date
Times change. Threats evolve. Your operation should, too.
I recommend reviewing your entire policy and procedure manual at least once a year to ensure:
- Policies are still relevant and effective.
- Procedures reflect current threats and best practices.
- The staff is familiar with the content.
One method I’ve found useful is a weekly policy review cycle:
- Release one policy or procedure per week for staff review.
- Gather feedback and make revisions as needed.
- Require staff to acknowledge they’ve read and understood the policy.
This approach keeps policies and procedures fresh, relevant, and top-of-mind – instead of buried in a manual no one reads.
Final thoughts
A strong security and surveillance operation isn’t built on good intentions alone – it’s built on clear policies, practical procedures, and continuous training.
After all, security isn’t just about watching – it’s about knowing what to do when it matters most.
Need assistance in refining your policies and procedures? Reach out today by contacting Liz Palar (liz@betravingknows.com) or visiting Raving’s Security and Surveillance page here.
