Apartment Complex and Gated Communities:
Courtesy Officer vs. Police Officer
What's in a name?

Over the past several years there has been an increasing use of the title "Courtesy Officer" in apartment properties as opposed to some variation of  "Security".  This shift has been prompted by the belief that a job title change could reduce the property's liability and their tenant's expectations.

The problem lies in the fact that the Courtesy Officer is, by their very nature, a law enforcement officer who is there to provide security functions on the property.  The courts tend to work quickly through the contentions of property management that no "security" is provided even though the primary job requirement of the courtesy officer is that they be currently employed as a police officer.  The fact that they are also provided a reduced rent or rent free apartment in exchange for their services tends to highlight their real purpose.

Courtesy officers provide critical services to the tenants of their properties but the sufficiency of the security provided needs to be clearly reviewed.  One officer cannot adequately provide coverage.  For at least 40 hours a week, they are working their primary job which leaves gaps in property coverage.  While it may be argued that during normal office hours there is staff and maintenance personnel on duty, they still do not possess the powers conveyed upon a police officer.  The foreseeability of crime makes no provision for time of day hence coverage should be managed to cover 24 hours a day, 7 days a week.

Courtesy officers are usually given verbal instructions regarding their duties and responsibilities but seldom is there a written job description.  Property management should create written duties for the Courtesy Officer especially regarding incident reporting or requests for assistance from tenants.  Property management has a duty to know what is occurring on their property.  This is just a normal course of business for the overall operation.  When it comes to "security"-related knowledge, properties tend to shy away from documentation.  No documentation of incidents is bad.  Documentation with no action taken is worse. 

Regardless of the source of your security efforts (staff, maintenance, tenant security captains) or the title of the job:

  q  Create a list of responsibilities and actions required

  q   Require documentation of specific issues.  Documentation can come in any form from an email to a simple note on blank
                     paper but regardless, ensure all pertinent information is gathered and that there is at least a retention of two years.

  q   Put in place a follow up system for critical issues.  Again, documentation with no action taken yields nothing.

  q   Encourage feedback from residents on areas of concern.  They will certainly call if the sink is backed up.  What is in place for
                      them to report suspicious activity or breakdowns in physical security such as lights and gates.

Read "Modern Manager: A Crime of Opportunity.  Do your most trusted employees work the system?"  Click here.