Complacency (Lesson)

Complacency

(Surveillance and Security Lesson)

by Jim Goding

Of the many dangers that the Security and Surveillance departments must confront and handle,, the one thing that is probably most dangerous to the departments themselves is falling into the habit of COMPLACENCY Complacency, definition:
  • self-satisfaction, especially when accompanied by unawareness of actual dangers or deficiencies.
  • Complacency is the belief that nothing will happen. It is the belief that the rules and procedures are not really necessary, that one can slack off on the performance of one’s duties and there will be no consequences. It is the belief that there are no external threats that can happen here.
  • Here are a few of the complacent comments I have heard over the years:
    • Slots can’t be cheated anymore, don’t bother watching there:
      • This casino was being taken for hundreds of thousands of dollars annually by a high-tech slot cheat team, and for thousands of dollars monthly by low-tech cheats.
      • Their customers were being ripped off on a regular basis, while most of the cameras in the slots areas weren’t even recording.
    • Our staff wouldn’t steal from us:
      • This casino was being ripped off by staff in Slots, Cage, Count Rooms, and Table Games, and the Sports Book writers were ripping off the guests.
    • People don’t cheat on Blackjack any more. It’s too risky:
      • This casino was being played on a regular basis by hole-card teams.  Their dealers were dumping the tables to relatives. Their dealers were allowing past-post and bet presses to anyone who tipped well.
Routine Activities
  • It is very easy for Surveillance operators as well as Security officers to fall into the habit of doing the routine activities, without maintaining alertness to the wider environment, and even to fall into the habit of handling problems that arise as a routine.
  • Although “following the drill” cuts out confusions and saves time and prevents errors, it can, if you let it, also become a trap. One can easily fall into this trap, of simply going through the motions.
  • For a Security Officer, this is potentially fatal. For a Surveillance investigator, it can mean not seeing activities of theft and cheating, and potentially the loss of his job.
Surveillance Complacency
  • Surveillance, too, often becomes complacent, especially in areas where they receive no feedback on the results of their reports. It is very easy to get into an attitude of “it doesn’t matter” when reports of violations are not acted upon.
  • When a Surveillance investigator makes repeated reports of violations of procedures, and no apparent corrections are made, it is very easy to stop reporting, and even simply stop watching the areas.
  • This allows the thieves, both internal and external, to commit their crimes undetected.
Security Complacency
  • Security officers face the same challenge, with the added element of physical danger in some circumstances. It is very easy to slump into doing the routine actions—patrols, fills, escorts, paperwork. One gets to know the patrons, even the undesirable elements.
  • Unfortunately, one’s familiarity can also become a trap. One begins to trust the staff, “knowing” through familiarity that “these people aren’t stealing,” even to “know” that the person being escorted off property for the 20th time isn’t dangerous.
Operations Complacency
  • This extends also to supervisors and staff in other departments. The supervisors go through the motions and don’t notice the little mistakes, take no action, and allow violations of controls and procedures because they “already know these people are honest.” We say, about such a supervisor, that he is trusting his juniors with HIS job.
Front-line Staff
  • Front-line staff, such as dealers, cashiers and slots personnel, find it very easy to become complacent when their supervisors do not make corrections of their little errors and procedural violations.

Complacency is for tourists.

  • It is NOT for the staff, and ESPECIALLY not for the Surveillance and Security staff.
  • The entire point is

In order to preserve your job,

Or in the case of physical Security, even your life,

You cannot afford the luxury of becoming

COMPLACENT

▪              So, Surveillance and Security, execs, supervisors and staff, just remember those four words:

Complacency is for Tourists

Or better yet

Complacency is for Victims

Copyright © 2009, 2012 by Jim Goding. All rights reserved. Unauthorized distribution or duplication in any form is a violation of law and of the proprietary rights of the author.

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