Are Professional Door Supervisors replacing Thuggish Bouncers?

It's a real tough job out there for those who are trying to provide a good professional service for the night time leisure industry. We've all seen the media coverage of drunken revellers out on the razz - binge drinking, violence and disruption on a grand scale often predominates and with the propensity for some to carry knives and an escalating increase in gun crime it's all to easy to see that sometimes it just doesn't seem safe out there.
These drunken rampages will sometimes end in violence, disorder; increases in crime with people getting hurt and winding up in the nearest hospital. That being the case it's quite clear that we do need some form of security in order to maintain law and order and to help promote public safety.

If the SIA figures are correct they tell us that there are some 300,000 to half-a-million people are working in the UK's security sector which compares with approximately 136,000 police officers, so whilst many of us may prefer the security of knowing that our police force are patrolling the streets and responsible for law and order the reality is that they are insufficient in numbers to properly and adequately provide sufficient cover for the whole of the night time economy. So the reality is that the security industry is a rapidly expanding industry and those numbers employed in the role are set to grow significantly. According to the SIA the annual revenue of the UK 's private security industry is between £3 and £4 billion and this is obviously set to grow as well as the industry expands.

Whilst we all need to take personal responsibility for our behaviour we must also recognise the importance of the role that those who work in this industry assume - it's neither a popular role and is often a very challenging role. Front line workers are often targets for the less scrupulous and some face high levels of violence and aggression in one form or another on a regular basis.

However, given the rather chequered history of the nightclub bouncer there has long been recognition that the security industry has needed regulation and control. There are many good, qualified and professional operators out there who have a really difficult job to do and role to fulfil - often they are targets for the general public but on top of that they are also hampered by the poor reputation that some in the profession have earned, so it must seem to them that they are stuck between the devil and the deep blue sea - on top of that media coverage of them is often negative. Given that this industry has long held such a poor reputation and in order to ensure it becomes properly regulated and controlled the Private Security Industry Act 2001 was introduced.

The introduction of the act heralded many changes for the industry - the most important being that the old fashioned bouncer now officially becomes a Door Supervisor (or in some circles a 'Meeter and Greeter') and is now subject to licensing and regulation by the SIA - the body responsible for enforcing the act. Since March 2006 it has become illegal in the UK for any Door Supervisor to work without holding and displaying an official license. In order to obtain a license to work in the industry people wanting to become a qualified Door Supervisor need to undergo police checks and proper training. Make no mistake about it, this regulation is necessary and vital, the people working as operatives are given a lot of power over the general public, sometimes they arrest, sometimes they use handcuffs and sometimes they use physical restraint - these are all areas that are complex in law and those using them need to be trained to a high standard.

The training is intended to be robust and inclusive - indeed the Level 2 City and Guilds National Certificate for Door Supervisors encompasses a wide range of related subjects with the aim of providing a good basic skill base for the professional. The course requires participants to undertake examinations in order to ensure that they have understood the course work and will therefore be able and competent to put theory into practice effectively.

The course covers all aspects of the role of Door Supervisors and clearly sets out expected behavioural standards and customer service skills. It studies the law in both a civil and in a criminal context as it applies to the role. Health and Safety is also part of the curriculum. There is strong emphasis on equal opportunities and anti discriminatory practice, first aid and emergencies also assume significance alongside guidance on how to deal appropriately with offensive weapons, drugs, arrest and young persons. The course also has a major component that deals with conflict management/resolution and the emphasis is firmly on self-awareness, conflict avoidance, diffusing difficult situations, resolving and learning from conflict. The courses on offer therefore offer a wide ranging opportunity for professionals to build on their experience and knowledge and thus widen and improve their existing skill base. It is worth noting that professionals should always display their licensing badge when on duty and working.

So - with the introduction of the act and the newly emerging SIA the customer can expect those professionals working in the industry to exhibit and maintain a high level of service at an expected and appropriate standard. Door Supervisors are members of a profession with a great deal of responsibility - not the least being that a major part of their role is so obviously one of public protection.

So - in essence the times they are achanging and the old fashioned Bouncer is undoubtedly becoming a dinosaur belonging firmly in the past. The new people coming into the industry are changing and setting new standards which will ultimately lead to better relationships all round. These professionals will, because of the changes, have a long overdue and proper career path to follow and belong to a profession of which they can be rightly proud. So we welcome the changes and salute those professionals who are rising to the challenges and difficulties that such major change brings about - change is never an easy thing and those who have worked so hard to embrace it deserve our respect.

There are many professionals out there who are doing a superb job in helping to keep us safe - they take their role seriously - embrace the training opportunities that the changes have brought about and ultimately are flying the flag for a profession that is emerging as a necessary and vital role enabling the night time economy to flourish - they really are the backbone.

So - are the changes happening fast enough and are those working in the role responding to the challenges? Well obviously things are in a state of transition at the moment with a number of people having to come to terms with the changes in their profession - indeed, becoming a professional is a hard path for some.

However..

My own experiences suggest that there may still be some way to go before we can have the level of overall trust necessary in all those professionals charged with public safety.

The sudden influx of Door Supervisors to the safeconcerts site largely from the Working the Doors website was a welcome one and a real opportunity for good dialogue between professionals and customers, most came to the site in response to a customer complaint and made good use of the forum. Although the safeconcerts site was never intended to focus so heavily on this aspect it seemed an appropriate arena and heralded a chance for better understanding and an opportunity to build bridges.

However, what became very clear very quickly was the fact that there really was little room for healthy debate, and whilst the Door Supervisors (from a professional forum that aims to be taken seriously) wanted to have their say it was very much on their terms and any disagreement was taken personally. This led to a period of what can only be described as bullying tactics with many coming on in force to back up their mates in a manner that was so aggressive and unpleasant it took your breath away.

The next step in what can only be described as a campaign of hatred was to begin a thread on the other forum which became highly personalised, this wasn't the first time and the derogatory threads were always instigated by a member who is a national trainer of Door Supervisors and a moderator who aims to join the police force, both appeared to know exactly what they were doing and the national trainer put a very threatening message into one of his posts that basically said (about me) "I hope your identity remains known only to you" and ended with telling me how I would not receive any help from Door Supervisors should I need it.

Next a member chose to reveal my identity publicly on the forum, complete with a picture and told everyone not to let me into venues and to inundate me with phone calls etc - he threatened to post my full address and phone number but had already posted sufficient for me to be identified. Members chose to copy and paste this on every thread to ensure it would be seen by everyone and kept high profile - this level of abuse went on for some hours.

The personal abuse suffered that night was horrific - and what had I done to warrant such treatment? I had simply questioned the role of door supervisors. I had stated that I thought that a history of criminal convictions for violence should preclude a person from working in the industry. I said that I was concerned about the practice of spraying the toilets with WD40 in order to induce severe nose bleeds in customers who may use drugs was, in my opinion, morally wrong and I also had reservations about the use of handcuffs and sprays. This and allowing a customer to voice a complaint about his treatment at the hands of Door Supervisors appears to be enough to have incurred such wrath and hatred that the members of the forum felt it appropriate to mount a campaign of bullying so severe that it culminated in death threats. I found myself subjected to a barrage of insults, swearing and threats - e-mails signed from 'the murda squad' - others that stated 'I know where you live' and phone calls uttering death threats.

I wonder how these people would view this behaviour that they indulged in if it were aimed at their loved ones, their wives, partners or daughters?

So, as a woman who has caused no problems and not been involved in any form of violence and aggression has my experience of the profession been helpful or positive? Can I feel the level of confidence in the industry that is so necessary with those charged with public protection? And what can I say to others out there who rely on these people to serve and protect?

Well - I refuse to believe that the behaviour I have been subjected to via the Working the Doors forum is indicative of the industry as a whole - this has to be a minority who indulge in such pack behaviours - the concern is how big is this minority and what are the good guys doing to combat it?

It needs to be remembered that the site was set up with the aim of looking at festival safety and outdoor concerts, never at any time have we witnessed the level of aggression, unprofessionalism and antagonism from anyone involved in the promotion or organisation of music events. Festival stewards and the security services the public encounter at these events is a completely different type of professional who clearly knows what their role entails, they are properly managed and the major companies have proper training policies in place. I think we can safely say that we have confidence in them and that the public should have confidence in them.

As for Door Supervisors - they are clearly at the start of a process of change and the proper professionals who do give a good service need to be aware of the problems that still predominate and they need to take positive action with the proper authority - the SIA and the police - to drum the bad apples out of the profession.

So what can we say to people who may have a problem? Under no circumstances argue or try to stick up for your rights in this situation - get yourself away as quickly as possible. If the Door Supervisor concerned is wearing their badge correctly you should be able to see their ID - make a mental note of it and write it down as soon as you are in a position to do so.

Contact the police and register a complaint immediately. If you have been assaulted and have any injuries go to the nearest hospital and get them recorded. The local council licensing department are responsible for granting the license to a premises - lodge a complaint with them - they will take your complaint seriously.

Lastly - contact the SIA - they need to know - you can access them via the net at: http://www.the-sia.org.uk/home

Or you can write to them at:
Security Industry Authority
PO Box 9
Newcastle Upon Tyne
NE82 6YX
Tel: 08702 430 100
Fax: 08702 430 125