Latest word from the United States – to be exact Los Angeles – from our regular, Una Riley.
As Master Emeritus of the WCoSP – Worshipful Company of Security Professionals, I have maintained an interest in children’s charities having designated ‘Dreams Come True’ as my Masters charity all those years ago. So I was delighted to be invited to visit the CHLA (Children’s Hospital Los Angeles) and witness the pioneering work at the hospital on infant blindness. As a partially sighted person myself caused by detached retinas in my early 20s it was exciting to hear. At ‘The Vision Centre’ within the CHLA there is a buzz and excitement about the work being led by Thomas C Lee, MD, who has made advances in the understanding of pediatric retinal disorders and has forged the use of the latest imaging techniques to identify eye diseases at the earliest possible stage.
I know how the gift of vision feels after being diagnosed as clinically blind in the year of 2000 and for a time it seemed nothing could be done … then I found a young surgeon who was only one of two in the UK at that time who could or indeed would perform the operation and as a result I regained sight in one of my eyes … so this is an area that I can identify with but when it comes to children we can all identify. The work is amazing and the tour of the facility was enlightening and encouraging. As we wandered around (like many security professionals) I was also taking in the security; and my mind drifted to the wider world of security and how difficult it must be to secure and protect a structure like the CHLA and the thousands of patients, staff and visitors. I have also recently read ‘Protecting the Gift’ by Gavin De Becker, a book about the unique challenge of keeping children safe. So as our tour was coming to an end I enquired if I could return another day and interview the Head of Security. A somewhat strange request under the circumstances, but it was greeted with enthusiasm and within a few days arrangements were in place. I caught up with Miguel Gonzalez the Director of Support Services (which includes security) and Santiago Chambers, the Manager of Safety and Security.
We sat down to talk initially in the busy café used by everyone once they have been cleared by reception and security at the front of the building. Gonzalez has more than 22 years of experience in healthcare security. Like a lot of people in the private security sector, he was first a military man and served in the United States Marine Corps Reserve for eight years until 1999. When he came out into Civvy Street he served as a reservist whilst working for Inter-Con Security Services for nine years. Gonzalez started at the ground floor as a security officer and was promoted to manager. He has devoted his time to learning his trade and has continued to self-develop in the area of security. After moving to the CHLA he has worked his way up; and is studying criminology and criminal justice at Arizona State University. His expertise is in security management, risk assessments, loss prevention, investigations, crisis management and he also has expert knowledge in technology, and the installation of video and access control systems. Gonzalez was very keen to introduce his manager of safety and security, Santiago Chambers.
Chambers is a US Navy veteran. He has over 15 years in healthcare. Chambers is the Environmental Health and Safety Officer and has been at CHLA for seven years. Both men are active outside the core business in the wider world of security, and Chambers is the Chair of the Environment of Care Committee, Co-Chair of the Emergency Preparedness Committee, and works with the Injury Prevention and Trauma Departments at CHLA. He is also a State of California Private Patrol Operator with the Bureau of Security and Investigative Services, Certified Child Passenger Safety Technician, and Community Emergency Response Team Member. This two man team are extremely busy; Gonzalez has administrative, logistical and operational duties and is responsible for a 15 million dollar annual budget. He is a keen negotiator and has brought in several cost savings, revenue enhancements and process improvement. The many processes and initiatives that he has introduced has resulted in savings for the organisation. It was clear to see that they work as a tight team with Gonzalez appearing to be a very generous manager in the way he promotes Chambers and his work and achievements. Chambers is a worthy recipient of his favour and in fact Chambers informed me that he would have to shoot off early and Gonzalez was proud to announce the reason being was that Chambers was going to collect an award that he was being presented in recognition of his good work. I started the conversation by informing both of them that I had conducted a very quick pen-test to see if I could get past the security officer and by-pass reception. I made my way through the huge entrance hall and just wandered passed the reception and security desk … I was stopped by the officer on duty in a professional manner and instructed to go through the designated process. So the first thing I wanted to talk to the Gonzales and Chambers about was the success and conduct of the officer concerned. I congratulated them on the officers’ behaviour and manner. Chambers said: “We train the officers to assess all people regardless of their demeanour and position…even if someone is walking around with a doctor’s coat and a stethoscope around their neck they are still subject to the same security procedures … whether dressed in a suit, formal wear or jeans … there are no exceptions.”
Gonzalez talked about the security difference between an adult and a children’s hospital. He said: “In adult hospitals it is mostly the patients that are the focus but here you deal with a lot more. Because you have the parents, the family members and the diversity of cultures. Some people just bring two or three people and some people bring 40 to 50 people when their child is in hospital. We deal with issues such as violence, child abuse cases and custody issues so there are a mix of challenges besides patient care from a security perspective.” Again we chatted at length about the emotionally charged environment when a child is sick or worse. They had many heart-rending stories about reactions getting out of hand and resulting in violence and how they have learnt from experience to risk-assess potential triggers that might spark off a situation. They explained that all the learning and experience gathered in actual day to day experiences are used as case studies and are in turn used for training other officers so that they can diffuse a similar situation before it starts. After chatting about the history of the facility and the unique care and protection of all who step through the doors we proceeded to tour the hospital, but this time from a security perspective. We travelled the route to the top of the hospital where the helipad is, and the guys explained the route that the emergency team would take in the event of a helicopter admission. Every inch is thought out and the risk has been measured down to elevator descent, lighting and other eventualities … including earthquakes. Gonzalez re-checked on the radio before we went out onto the roof to ensure that no helicopters would be landing! The outlook was breathtaking … LA in panoramic view. On one side the Hollywood sign and on the other the iconic view of the LA landscape.
But enough of that, it was time to go to visit the control room and meet some of the other people on the team. Both Gonzalez and Chambers were very proud of the team and how it works. Although the security provision is third party it has been a very long and established relationship. I met Classie Cameros, the female lead dispatcher who had worked for the security team for 20 years and Wilfredo Reyes the security operations manager. We then checked out other areas of interest as far as risk is concerned such as the isolation bay in the event of a contagious situation calling for strict quarantine … it is all set up and ready and waiting. The entire process is mapped out from a security perspective to enable the medical professionals to do their thing. I remarked on how the risk assessment side of security and crisis management really comes into its own in this type of facility. Every area is a potential risk from inconsolable parents to just walking down a corridor; this team has it covered. I remarked on the team spirit and how strong the team dynamic appeared to be. Gonzalez concluded: “Four years ago when Santiago and I began working together he took over the safety and security role. Santiago could see things differently from me. I had tended to micro-manage and he was able to identify areas that freed up more management time. He has been able to add a lot more to the security department where I was more hands on and needed to learn to let-go. He is definitely a great asset.” From my perspective I think that the entire team is a great asset to the hospital and the working relationship between Gonzales and Chambers is complementary and productive. They both have a great deal of ambition for the security department and the welfare and safety of all connected with the CHLA.
About The Vision Center at CHLA
It’s an international referral centre for children with complex eye diseases and is the only one of its kind in the United States with expertise in virtually every pediatric ophthalmologic sub-specialty. Working in six separate institutes, its physician-scientists are helping children to see every day through the latest medical and surgical treatments that will change the lives of families across the world. The CHLA is a non-profit hospital for pediatric care and has been named the best children’s hospital on the West Coast and is among the top five in the USA for clinical excellence and is also one of America’s premier teaching hospitals.
Left to right: Santiago Chambers and Miguel Gonzalez at Children’s Hospital Los Angeles (CHLA). Photo, by Una Riley.
