Interacting with people experiencing homelessness (PEH) is one of the most common requirements of private security. These interactions happen in malls, office towers, transit stations, libraries, and more. PEH come from diverse backgrounds, with a broad range of stories and circumstances. Few people choose to live on the streets. Mental health, substance abuse, and domestic violence are often contributing factors. This diversity can lead to some challenges for the security guards tasked with protecting their client’s property.
Much of the training that security guards receive focuses primarily on enforcement. Guards enforce things like the law, policies around access and loitering, and deal with complaints from stakeholders. In the mind of the public, security guards are typically viewed in the same manner. For those working in the industry however, we know that the truth is much more layered.
A recent Canadian study titled, “You have to be grateful that they have eyes watching over us”: When Security Guards Protect and Serve People Experiencing Homelessness, authors Katharina Maier, Marta Marika Urbanik, and Carolyn Greene discovered something very different than what they expected. Instead of asking security guards or the public what they think about PEH, they asked the PEH what they thought of security guards. Their answers paint a picture of humanity, protection and support.
The Study: Form and Function
The authors interviewed 50 people experiencing homelessness in Lethbridge, Alberta. They also spent more than 250 hours observing interactions between security guards and homeless individuals in public spaces, particularly a downtown park with regular security patrols. The guards were not aware that they were being observed, meaning that the interactions were genuine.
As part of their study, the authors also conducted a review of existing research on security/homelessness interactions. The majority of this existing research focused on security as a method of rule enforcement. As a result, many of the findings pointed to a punitive and hostile relationship between security guards and PEH.
By shifting the focus onto the experiences of the PEH, the researchers in this study found something intriguing. What they heard about and observed were security guards being helpful, compassionate, protective, even saving lives. This paints a different picture of the relationship and is well worth discussing. Security is so much more than just enforcement.
Why People Experiencing Homelessness Interact With Security So Often
People experiencing homelessness rely heavily on public and semi-public spaces for survival. Parks, malls, libraries, and transit stations offer necessities such as:
- Washrooms
- Shelter from the weather
- Seats, benches, etc.
- Food and beverages
- Opportunities to socialize safely
Because many of these spaces are privately managed, security guards are often utilized as the primary authority figures in these spaces. Therefore, logically, security would be the primary contact point. The challenge for security guards is finding the right balance of enforcing management’s rules, while respecting the needs, dignity, and unique circumstances of the PEH. This puts security guards on the front line of social issues such as poverty, addiction, mental illness, and homelessness itself. The challenges they face are not trivial.
What the Researchers Discovered
The authors of the study found that homeless individuals often see security guards performing three key roles:
- Protection
- Harm reduction
- Fair rule enforcement
These roles do not exist independently of each other. They often overlap, forming the foundation of a relationship that is more cooperative than adversarial.
Role One: Protection
Many of the participants said that having security around them made them feel safer. This is an interesting contradiction to what a lot of people might think. The reality is that PEH face high levels of victimization. They are frequently victims of assaults, thefts, harassment, and hate crimes. A professional security presence deters these crimes and provides someone on-scene to intervene when they do take place. Participants in the study described situations where security did step in to protect them or others from things like:
- Members of the public filming and/or harassing homeless individuals.
- People are attempting to intimidate them.
- Violent disputes between individuals living on the streets.
- Domestic violence between partners.
Interventions like these influence the way PEH perceives security. Instead of seeing them only as there to eject, they saw them as being there to keep everyone safe…including them.
Role Two: Harm Reduction
One of the most significant findings from the study involved drug overdoses. Drug abuse is a prominent issue among the homeless population. This unfortunately means a disproportionately high number of overdoses as well.
Many of the security guards patrolling the areas included in the study carried Naloxone and responded to overdoses. According to the participants, security was commonly the first responder on scene. Security guards prevent harm by:
- Monitoring and checking in with people who appear unwell or unconscious.
- Responding to overdose situations.
- Administering Naloxone.
- Calling paramedics.
Some participants even described situations where the actions of security guards saved people’s lives. When medical emergencies happen, PEH is grateful that security is there, ready to help…often before police and paramedics. When it comes to medical emergencies, early intervention is essential.
Training in first aid, CPR, and overdose response is increasingly essential in modern security work.
Role Three: Fair Rule Enforcement
PEH surveyed and understood the need for reasonable rules, and did not expect security guards to ignore them. Most accepted that it was the guard’s job to enforce rules. What mattered to them the most was HOW the guards enforced them.
The guards observed in the study applied a progressive approach to enforcement. Rather than immediately ejecting someone from the property, guards started with more informal options, such as:
- Asking the person to move across the street to finish drinking their alcohol.
- Asking someone to put away their drug paraphernalia and keep it out of sight.
- Issuing verbal warnings first.
- Issuing temporary daily bans before permanent ones.
Police involvement was typically a last-resort option. The PEH said that when the rules were enforced fairly and reasonably, cooperation was much easier to achieve. People respond to how they feel they are being treated. That’s why respect matters so much.
Why Respect Matters More than Authority
Another important insight from the study relates to procedural justice. People judge authority less by outcomes and more by how they are treated by the person in authority. Again…respect matters.
If the security guard treated the person with dignity and respect, they were more willing to follow instructions. The PEH notes examples of positive security behaviours such as:
- Saying hello as they walked by.
- Checking to see if someone is okay.
- Speaking calmly.
- Avoid insulting language, sarcasm, or talking down to others.
These small “human” traits led to the PEH population viewing security as “good people”, who were “respectful”. In contrast, guards who were more aggressive damaged trust and lost respect. In the end, it is not security vs. homelessness. It is human beings interacting with each other. This is where mutual dignity and respect shine through seemingly opposing positions.
Key Takeaways
This study identifies several key things that all security guards should keep in mind:
- PEH faces a constant risk. Many experience violence, harassment, and exploitation. Sometimes, security guards are their only real source of protection.
- Security presence increases safety. Many of the participants said that they felt safer when security guards were around.
- Fairness leads to cooperation. When rules are enforced fairly and evenly, conflict decreases.
- Security guards are assuming more of a first responder role. The opioid crisis has put security guards front and centre in the fight against overdose-related harm.
Practical Tips
The findings from this study identify some practical strategies that security guards can start using right away:
- Be visible and approachable. During your patrols, make eye contact with others and say hello. Visibility reassures others that someone is watching over them. It also deters those who might otherwise commit crimes.
- Check on people who appear unwell. If someone seems disoriented, dazed, or is unconscious, approach them and ask if they are okay. Early awareness means early intervention. If trained, carry Naloxone and use it if necessary.
- Communication is key. When it comes to enforcing the rules, explain not just what you want from them, but why it’s necessary. If the person understands the purpose of the rule, they are more likely to obey it. Likewise, if they feel that they are being spoken to respectfully, they will be more inclined to cooperate.
- Understand the bigger picture. Most PEH did not choose that life. Circumstances have thrust it upon them, along with its many challenges. These challenges influence behaviour. While it is not the job of security to solve these bigger issues, guards can avoid making things worse for PEH.
Important Limitations
While many of the respondents reported positive experiences with security, some did not. Some described being treated unfairly, experienced prejudice related to their ethnicity, and had unfounded blame placed on them. Despite this, the overall opinion of the PEH was that security guards provided an overall benefit.
On the flip side, not all PEH act reasonably toward security guards. Sometimes firm enforcement of the rules is necessary, as is police involvement. The goal is to focus on a firm, fair, and respectful approach to the job whenever possible.
Conclusion
The private security industry continues to grow. Guards find themselves working in places where societal issues such as homelessness, addiction, and mental health are highly visible. Vulnerable populations look to security guards as more than just obstacles to be avoided. Guards are increasingly being viewed as safety and support.
Professional security guards are those who are able to embrace this evolution in their role, and rise to meet the new challenges. Underpinning all of this is great training. SecurityGuardCourse.ca offers a multitude of courses focusing on communication, safety, and professionalism. Check us out and grow your skills!
References
Maier, K., Urbanik, M. M., & Greene, C. (2025). “You have to be grateful that they have eyes watching over us”: When security guards protect and serve people experiencing homelessness. Social Problems, 72(2), 741–758. https://doi.org/10.1093/socpro/spae010