Guard your home right

They are often the first to greet you when you come home to your condo or guarded community. Walls and fences cannot fully protect you and your home if there are no security guards on the premises. 

But how should the management body of your housing select the right security services company? Also, ever wondered how the guards at your condominium operate? 

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Security patrol system instead of barriers 

The experts share some tips on the steps to hiring security guards.

1. Check the market rate  

According to Henry Butcher Malaysia (Mont’Kiara)’s executive director Low Hon Keong, Joint Management Bodies and Management Corporations (JMBs/MCs) would normally spend 10% to 15% of their total income on security 
services. 

The current rate of security services is around RM8 to RM9 per hour for services in high-end developments in urban areas.  
“If there are affordable accommodations nearby, the rate will be more flexible as security personnel can stay nearby, and the security company will not have to bear transportation cost for its personnel,” says Low.

2. Invite quotations

JMBs/MCs/Residents’ Associations (RAs) could invite requests for proposals (RFP), submissions of quotations or tenders from various security companies. 
Malaysian Institute of Property and Facility Managers (MIPFM) president Adzman Shah Mohd Ariffin points out that these security companies should be asked to visit the site and provide security assessments and estimated cost. 

Assessments would normally include: 
•    Identification of security risks and any shortcomings onsite;
•    Proposal on measures to address the shortcomings;
•    Number of guards to be deployed for each shift, armed or unarmed;
•    Any patrolling vehicle required such as motorcycle, bicycles, etc;
•    What equipment to be provided such as walkie-talkies, digital watchman clock, security clocking points, etc.

3. Perform background checks

Adzman points out that it is more common and way better to hire security companies than individuals. Although the latter may be cheaper, they are not regulated by the authorities, unlike the security companies. 

Even so, a careful background check on the security company must be done including:
•    Whether the company is registered with the Ministry of Home Affairs (KDN) and Persatuan Industri Keselamatan Malaysia (PIKM);
•    Track record;
•    Validity of the company’s professional indemnity and public liability insurance;
•    The guards’ work permits and communication skills.

Training provided to the personnel should also be weighted. “As many guards are non-locals, to ensure quality, not only should the guards be certified, they should also be trained to communicate with locals,” Adzman stresses, adding that guards for higher-end developments should also be able to operate visitor management systems.

He adds that the security company should share their Standard Operating Procedures (SOP) to show that their guards have been trained to follow certain guidelines. 

According to Low, training should include common security SOPs such as how to handle emergencies and suicide attempts, use the fire control panel and first aid equipment such as Automated External Defibrillator (AED) and so on.
Apart from these, the experience of the guards and their relationship with the local police station are also important aspects to be considered.

4. Set expectations, SOPs and KPIs

After reviewing the assessments and background checks, the JMBs/MCs/RAs would need to shortlist a few companies and conduct interviews with them to clarify any uncertainties they 
may have. 

The two parties could also negotiate further to achieve the best balance between service and price. Clear expectations must be spelt out as some premises may only want basic security services like manning the guard house and patrolling while others may want the security guards to also help with the maintenance such as monitoring lights, cleanliness of the common area, CCTV functionality and so on.

After deciding on a company, draft an SOP for daily security operations. It would also be good to set KPIs as this would give clarity to the security company and their personnel, to help them meet the client’s expectations.

5. Prepare basic amenities for guards 

Basic amenities like a guard house with proper ventilation, nearby toilets, a place to rest and to keep personal belongings need to be provided for the security personnel.

“Security personnel are to be treated with respect. We need to always remind ourselves that they are trying to make a living just like the rest of us. Respect is one of the best things that we can give them,” Low stresses. 
He also suggests rewarding the guards with small incentives whenever KPIs are met to motivate them to deliver better service.

6. Check legal compliance 

There are many cases of illegal workers among security guards in Malaysia, hence the JMBs/MCs/RAs will need to check with the security company from time to time on its legal compliance. 
Low advises management bodies to take note of who the head of the security company is so that the person can be referred to when the need arises.  
Employers should also request for a monthly security operations report to be presented at committee meetings so that residents are aware of  happenings in the development and the surrounding areas as well as to evaluate the effectiveness of the security services.

7. Other things to note 

The Ministry of Home Affairs currently only allows Nepali nationals to work as security guards in Malaysia, apart from locals.  

Chairman of Menara UOA Bangsar MC and Secretary of Palmyra Bangsar MC Khaw Chay Tee prefers Nepalese guards, as he deems them to be more dedicated, disciplined and reliable. However, the problem with hiring non-Malaysian guards is that they need work permits and must return to their country to apply for re-entry into Malaysia.  

Hence, Khaw says it is important for the guards to be employed, trained and supervised by an established and reputable security company, so that the JMB/MC/RA could have the flexibility to ask for a replacement if a guard has to return to his home country or is found to be unsuitable or not performing. 

Constant checks on the security company is also crucial, as Low warns that if the guards are not paid on time, they would be demotivated or worse, be lured into illegal activities.

Another common issue is the appearance, personal hygiene and overall image of on-ground personnel. “Some guards may have severe body odour and some have worn-out uniforms which will negatively affect the image of the whole development,” 
he says.

In conclusion, the matter of hiring security guards is not to be taken lightly. “Some clients insist on cheaper rates and fail to place importance on credentials and licensing, only to realise later that when ‘one pays peanuts, one gets monkeys’,” says Adzman. 

This story first appeared in the EdgeProp.my pullout on March 6, 2019. You can access back issues here.