More Than Security: What Kind of Support Staff Does Supported Housing Really Need?

Residents should always feel secure in Supported Housing. That is non-negotiable.

However, the sector’s common practice of hiring security guards as support staff, especially for unpopular night shifts, simply falls too short.

What is wrong with Security Guards?

Residents can often feel triggered by the authority. More incidents can arise. Crisis can be mishandled. Beyond that, the bottom line… Vulnerable people don’t get the support they need.

In this blog, we’ll explore (1) why the age-old choice of security staff has been the default. (2) why in practicality, it doesn’t work. (3) what alternatives are needed and are available?

Why does the sector rely on Security?

From the outside, someone thinking of doing a vocational role as a support worker is likely motivated by the cause: to help people experiencing homelessness, those with complex needs, or those living on the economic sidelines.

However, many Support Workers have said when they start, one thing becomes immediately apparent: It’s a demanding, sometimes risky environment, and it demands some form of security.

Residents living in Supported Housing don’t only need to feel safe from the outside—e.g. those who have suffered from domestic abuse or a damaged relationship. They also need to feel safe from the inside—e.g., from sometimes aggressive residents that might have mental health issues or problems with substance abuse.

Security on-site removes anxiety from residents, prevents incidents, and provides safety to the staff. As a sector standard: security staff are hired for the security job.

Correct in theory, but in practice? Experience tells us otherwise.

Why It Doesn’t Work

Generally, security staff are trained to do one thing: ensure security. They patrol, identify potential risks, deter criminals, enforce rules, and report suspicious activity. Similarly, the nature of their job often means they work across different industries—from warehouses to hotels, government buildings to hospitals.

For commercial buildings? They’re excellent at what they do. However, when they work at Supported Housing facilities—places where vulnerable people live—then a mismatch can arise.

When vulnerable residents see security guards, particularly uniformed guards, that sign of authority can trigger them to get abrasive and defensive—causing more trouble instead of ensuring less. At a minimum, it takes away the feeling of home.

And, of course, it’s more than just the uniform.  When a security guard working shifts in a warehouse during the week, then comes to work in supported housing at the weekend, they often bring the same attitude:

Seriousness.
Firmness.
Rigidity. 

And in a setting where people are seeking a safe place—a sanctuary away from stress—it simply doesn’t work.

Beyond Security: Putting Needs First

If a security presence is needed, but typical security guards don’t work—what’s left to do?

For a long time, the sector has simply stuck with it. Security guards were the low-cost staff option that ticked the box—along with all its downsides.

But the needs of residents and of staff working in the sector demanded a better way, and that demand is what AGS Support was made to fill.

Seeing this gap in the industry, the founder of AGS Support—Richard Odendaal—started with an innovative idea:

• To train staff with security skills and support skills.
• To be firm yet empathetic.
• To be assertive yet compassionate.

 

Generally, this hybrid approach allowed staff to be friendly faces beyond security, there to help and listen. Yet when a crisis arises, they are there to handle them confidently. We call them, Concierge.

The boots-on-ground results?

For over 25 years, the service providers AGS Support has partnered with—from Greater London Authority to Look Ahead, Framework, Mears Living, Crisis, and many more—have said their staff have been fantastic.

Because this bespoke solution is made for the sector: it actually works.

But unfortunately, that’s not the end of the story. The reality is, despite this solution existing, many service providers continue hiring security guards. Why? Security companies often operate with minimal management and overheads, which can sometimes make them more affordable.

Alternatively, many service providers just don’t know about the solution yet.

Of course, it’s our job to spread the word. To let service providers know: there’s a better way out there, a way that gives their residents the comfort, safety, friendliness, and support they deeply need.

If you work in supported housing and think we could help you by providing Concierge for night and weekend cover, Contact us Today.