2011 Annual Report - Partners HealthCare

Department of Police, Security andOutside Services2011 Annual Report“LEADERS in SERVICE and PROTECTION”

The mission of the MGH Police,Security and Outside ServicesDepartment is to competently deliverprotective and supportive services tothe MGH Community in order toprovide a welcoming, accessible andsafe environment.“LEADERS in SERVICE and PROTECTION”

Table of ContentsDepartment leadership TeamDepartmental Strategic PlanOperations DivisionSpecial Investigations UnitBackground Screening Review TeamSystems and Technology DivisionPhotography DivisionRisk Assessment ProgramCode Silver- Active shooter responseStrategic Management, Assessment, andResponse Team (S.M.A.R.T)Department TrainingOutreach Training and EducationAwards and Recognition“LEADERS in SERVICE and PROTECTION”

Department Core TeamBonnie Michelman, CPP, CPHA, DirectorResponsible for strategically leading the Department of Police, Security andOutside Services and providing security consultations for Partners Healthcare.John Driscoll, CPP, CHPA, Associate DirectorJohn oversees security operations at the main campus, coordinates proactiveservices (community policing and crime prevention), regulatory compliance,hiring practices and partnership development.Carolyn White, Office supervisorCarolyn oversees the administrative functions of the office. In addition tothese duties, Carolyn is responsible for numerous special projects andcommittee work.Mike Neville, Senior Manager of Finance, Parking andCommuter ServicesMike is the senior manager responsible for the finances of Police, Security, andOutside Services with oversight of Parking Audit, Employee Parking, MBTApass program, contracts for leased parking spaces, Valet Services, andPhotography.Joseph Crowley, CPP, Senior Manager of OutsideServicesJoe is responsible for the Bike Patrol, Entrance Ambassador Services, ParkingOperations, liaison with community agencies and groups on vehicle traffic andpedestrian safety issues, and departmental patrol vehicle program.“LEADERS in SERVICE and PROTECTION”

Bob Leahy, CPP, PSP, Senior Manager of Systems andTechnologyBob is responsible for providing physical security for MGH, off sites, andsome Partners facilities utilizing state-of-the-art security technology. Bob alsooversees the department’s 24 hour dispatch center. In addition, he isresponsible for providing technological support for the Operations Divisionwith information management software.Larry McAnneny, CPP, Senior Manager ofOperations, Strategic Planning, and QualityImprovementLarry oversees the security operations for CNY and the Satellite facilitiesalong with managing our risk assessment program, our strategic plan, andseveral quality improvement initiatives such as Code Silver-Active ShooterResponse and data analysis/trending.Tom Mahoney, CPP, CHPA, Senior Manager of Training,Compliance and Special ProjectsTom assists in developing and monitoring the training program to ensure trainingand educational opportunities are available for staff to support the departmentalgoals and also provide personal safety and security awareness training to MGHemployees. Tom coordinates recruitment and hiring of departmental personnel andis responsible for overseeing departmental initiatives and special projects as well asoverseeing our compliance program.Jennifer Goba, CPP Senior Manager of InvestigationsJenn oversees the investigative unit within the department. She and her team areresponsible for investigations of criminal activity, violations of hospital policy,workplace violence and conflict situations, as well as providing victim assistance indomestic violence cases. Jenn is a co-chair of the new initiative; StrategicManagement and Assessment Response Team (S.M.A.R.T.)“LEADERS in SERVICE and PROTECTION”

Department Strategic PlanInnovation is a corner stone of this department;resulting in continual improvements in offeredservices and state-of-the-art programs. Throughdata analysis, intelligence gathering, and hiringhighly skilled personnel we maintain vigilanceover changing trends to best provide a safe andsecure environment for the MGH community. Tocontinually move forward we must examine andbuild upon our past. Over 2011, we reviewed allour services and subsequently created and began the implementation of a three yearstrategic plan. This strategic plan is designed to improve the department, while ensuringwe are an integral component to the accomplishment of the hospital mission. We want toshare the following highlights of this plan with you.The following critical strategies will be pursued by MGH Police, Security, and OutsideServices: Create security ownership at every level ofMGH Partner with other departments to gaintraction in multi-disciplinary needs Raise security issues to the appropriatelevel to gain quick and decisive action Create solutions that are understandable,affordable, and aligned with MGH goals Build on proven strengths and assets Explore opportunities creatively Mitigate and diminish behavior and incidents counterproductive or posing a riskto MGH Educate staff to be able to assist the hospital reduce incidents and maintain a safeatmosphere Leverage the use of the information age to include the internet, social media, anddigital communications to market our message, educate, gain intelligence, andresolve incidentsThe following is the vision of MGH Police, Security, and OutsideServices over the next three years: Integral role in the optimal functioning and protection of thehospital Demonstrate tangible value and a positive return oninvestment“LEADERS in SERVICE and PROTECTION”

Operations DivisionOperations personnel protect more than 9.4 millionsquare feet of property owned or used by MGH toinclude the main campus, Charlestown Navy Yard andseveral satellite health centers. This group is made upof 150 security officers, supervisors and managers whoprovide the security services 24 hours a day/365 days ayear. We are proud of the variety of functions that weprovide to support patients, visitors and caregivers.Functions performed by operations staff include routine requests when someone has beenlocked out of their office to emergency calls if someone’s personal safety is in danger. Inaddition to the myriad of responses, operational staff performs ancillary services such asproviding crime prevention consultation. With its basic philosophy deeply rooted inservice to the hospital community, the department is committed to maintaining thehighest level of community policing. Officers patrol the various campuses by foot,bicycle, and a marked police vehicle. The proactive approach allows our officers tointeract with the community and develop relationships with our employees.During 2011, operational staff (main campus and all satellites) performed more than310,000 calls for service; a 15% increase in activity from 2010. This last year has been ayear of growth, improved productivity, additional responsibilities, enhanced functionalityand changes in deployment of personnel and processes that continue to make the MGHsafe.state special police officersOf the 150 security officers, 51 are currently licensed asMassachusetts State Special Police Officers.Massachusetts General Police Officers receive theirauthority from Chapter 22C of the Massachusetts GeneralLaws, Section 63. These sworn officers have power ofarrest on land and buildings owned or used by theinstitution. The sworn officers are charged with theenforcement of all state and local laws as well as anyhospital regulations and policies that pertain to safety and security on MGH property.MGH Officers receive training through the Municipal Police Training Committee in theform of a reserve intermittent academy. They also receive specialized training to meet thespecifics needs and requirements of the job.The department enjoys close working relationships with the Boston Police Department,Mass State Police, Federal agencies, which include the FBI, Secret Service, DEA, DHS,and Immigration and Customs Enforcement. The department has also increased liaisonefforts with many other local police agencies.“LEADERS in SERVICE and PROTECTION”

workplace violence, active shooter/Code Silver, research activism, and general securityawareness. Additionally, our risk assessment program led to the revitalization of thepenetration audits at CNY for the CCM and irradiator facilities. Given the increaseddemand for our services we developed some operational innovations and efficienciesthrough the use of metrics and technology that proved to be sound enhancements.During the past year, the CCTV cameras were upgradedat CNY and the Satellites. Given this improvement, wesystematized our approach to surveillance by assigningcamera patrols of specific areas during specified timesby officers on fixed posts. This maximized ourefficiency by combining foot patrols and camerasurveillance in terms of our ability to cover large areasin a shorter amount of time. We also assignedstandards to patrolling operations and measured our output against these standards. Theseand other measurable areas including incidents, activity, training, outreach education, andovertime were analyzed and reported on a monthly basis on the form depicted below.These reports (see below) also allowed officers to see how they were performing againstmeasurable standards and increased their motivation and teamwork.“LEADERS in SERVICE and PROTECTION”

Awards and RecognitionDurant Fellowship:Harold Roy, Security OfficerInternational Medical Surgical Response Team (IMSuRT)Volunteer of Year:Rebecca Coburn, CPP, CHPA, CNY Security ManagerPartners in Excellence:Richard ColleyJared DoucetteRobert Hurley Jr.James QuirkLarry McAnnenyGarrick RichardsonScott PalladinoSamuel RileyHarold RoyRonald RuggieroStefanie RyanExcellence in Action:Mark McDonoughDepartment Peer RecognitionOfficer of theParking EmployeeYear:of the Year:Ryan CurranAbd elaziz TetbiAdditionalPeer Recognition:Ad algisa AguasvivasTarik AmanGeorge AyanAbd esselam Bend ahanKristen BologneseAnthony BovaAmy Brad fordRobert CurryJoseph FlueckigerBrian IrgensRachel LipnoskiDaniel McCarthyPhilip McGillicudd yRobert Patenaud eRud is Pined aStefanie RyanJay SilvaPatrick SullivanSecurity Systems Installation TechniciansAmbassador ofthe Year:Mccallum Moore“LEADERS in SERVICE and PROTECTION”

Jay SilvaPhilip McGillicudd yRobert Patenaud eRud is Pined aStefanie RyanPatrick SullivanSecurity Systems Installation TechniciansServices providedAmbassadorial ServicesMonitor Over 3,000 AlarmsPhoto Identification ProcessingBicycle PatrolMonitor BAPERN Radio SystemIntelligence Gathering/DisseminationPanic Alarm ResponsesMonitor Parking Coupons for Volunteers/ChaplainSurveillanceMedical AssistsEloped Patient SearchesVictim Services ProviderDisaster Committee ParticipationProvide Adverse Weather Condition DisseminationProvide Street Closing InformationHate Crime Information DisseminationThreat AnalysisEvidence CollectionMaintain Lost and FoundMedia AlertsCommunity PolicingArrests and Court AdjudicationProvide Personnel EscortsOrganize Fairs and Special EventsPatient RestraintsEnforcement of Hospital’s Alcohol PolicyStandbys for PatientsOff-Hour delivery of Emergency OrgansOff-Hour Pathology EscortsRemove SolicitorsHand Gun RetentionVIP Protective Services“Code Red” ResponsesMonitor Beeper for CODE Call ResponsesKey ControlProvide Animal Rights InformationDocument Reported IncidentsDraft Department Policies and ProceduresMissing Person SearchesLiaison with Law Enforcement AgenciesProvide DirectionsPhotographing of PatientsInvestigate Workplace Conflict and Violence IncidentsDoor OpeningsConduct Internal AffairsHandle Confidential InformationHelipad RespondersInvestigationsInvestigate Bomb ThreatsElevator Entrapment AssistsPatient Valuable AssistHazardous Material ResponseNotary Public ServicesEmergency Medical ResponseDissemination of InformationMaintain Access ControlTow Illegally Parked VehiclesMotor Vehicle AssistsRecord KeepingConduct Security SurveysA.L.E.R.T. ProgramTraffic ControlCrime Prevention InformationInfant Protection SystemsInfant Protection Response“Code Blue” ResponsePatient EscortsIrradiator Alarm ResponseOff-Hours ReceivingCAS/VPN DeliveryMBTA Monthly DistributionTaxi Voucher ProgramSecurity Surveillance RoundsCommunity LiaisonMaintain Mother’s RoomsProvide Administration EscortsMediation ServicesCritical Incident AssistanceOff-Site Patrols, ResponseMaintain Parking Alert BoxesMonthly Alarm TestingPhotographing of Patient/VictimProvide Community EducationFingerprinting ServicesDoor Openings“LEADERS in SERVICE and PROTECTION”