Meet Jacinta, a new Court Security Officer (CSO) at Court Services Victoria. Having started about a month ago, Jacinta provides fresh insight into the comprehensive CSO training program offered by G4S, and the duties she performs in the role. Lastly, she sheds light on the skills needed, the challenges, and the rewards.
Jacinta Finds Growth and Fulfillment as a Court Security Officer
Can you describe a typical day for you at Court Services Victoria as a Court Security Officer?
I'm new to the position of Court Security Officer, having started just a month ago, so I'm still learning the ropes. My days are quite dynamic, with a variety of tasks and responsibilities. For example, I might find myself working on the x-ray screening machine with my team, conducting hand-held, frisk, or bag searches. Throughout the day, I interact with a wide range of guests coming in and out of the courts providing friendly customer service. There's always something to do, which keeps the day interesting and engaging.
How would you describe your initial training & what did it involve?
I first started on the job as a trainee at the Melbourne Magistrates Court, working with my team on front-loading duties, which is basically the first point of contact for a user entering the court. From there, we moved on to the ITC training where we learnt how to detect items on x-ray including Improvised Explosive Devices (IEDs), dangerous goods and prohibited items. We completed 3 days of training on batons & handcuffs, and the use of force. Overall, the training was very thorough and covered all aspects of the role, which definitely helped build my confidence as a CSO. I would say it was the most comprehensive training I have ever had with any employer.
What qualities make a great Court Security Officer?
In my opinion, one of the most important qualities of a great CSO is patience. It's essential to remain calm and be understanding when dealing with visitors, as they may be feeling stressed, anxious, or even upset about attending court. Providing friendly customer service and showing empathy can go a long way in making their experience a little bit easier.
I can imagine the court environment can be challenging at times - how do you deal with this?
The court environment can certainly be a rollercoaster. Some days are smooth sailing, while others can be quite challenging. Thankfully, the support from my team and managers is invaluable. We have a strong team environment where everyone is willing to help each other out, which makes a huge difference. Personally, when an incident occurs, after it's been de-escalated and everything is under control, I take a step back to reflect. I replay the events, thinking about what I could have done differently or how I can improve my response in the future. It's a continuous learning process, and it helps me grow as a Court Security Officer.
What’s your favourite thing about your role?
Definitely the people I work with and the strong bonds I've formed at G4S, especially within such a short time. It's a truly supportive and encouraging environment. I also appreciate the daily interactions I have with a wide range of customers who visit the courts. It's never boring, and I'm constantly learning something new. On a personal level, this role has helped me become more confident and self-assured. I'm taking on new responsibilities and developing my skills, which is incredibly valuable to me.