Big benefits to be had

The subject of installer training in the security industry is, quite rightly, one that is always with us. Many security companies just see the downside, the costs, losing staff for what could be billable working days, and the threat that, once trained, an installer could easily move on to another job.

The benefits can at first sight seem a little less tangible, but investing in staff training can offer clear advantages for a company with a more medium to long-term view.

Cooper Security, the intruder alarm panel manufacturer, is a keen advocate of training for security installers, but we often find security companies that are just not interested in training their staff. It is understandable when margins are tight, and days spent off site are a direct expense, but there are clear business benefits to be gained from training.

An installer who can talk knowledgably about the industry and the services and equipment available, is a natural sales rep. They can instill confidence in the customer, which can mean possible add-on sales, more referrals, and more business. Consumers these days are concerned about who they invite into their homes. Having a well-recognised qualification gives confidence, and reduces the fear of security installers as fly-by-night operators. Customer satisfaction is the best sales tool there is, and better-trained staff deliver much more of it.

Training must match job
One of the most influential figures in installer training is George Mullaly, MD of Krypto Security and Chairman of SITO's Security Systems Education Forum. He says: "To encourage companies to train their staff the training must be effective and have clear benefits for both organisation and employee."

As Chairman of the South East Security Cooperative, the initiators of the cooperative training network set up over six years ago, he believes apprenticeship training must be in line with real jobs undertaken.

"The training we can now provide reflects the technician's progress in the workplace. It has to be in sync with the kind of activities they are undertaking at work. For example, metering is a skill that needs learning early in a course, at a stage when young technicians are laying and testing cables.

"Ohms Law needs to be covered later when they have progressed to wiring up panels, and oscilloscopes later still when they are involved in fault-finding.

"If topics are covered in the wrong sequence in an NVQ the trainee will have forgotten the theory by the time he is in a position to apply it in practise. In my opinion, training, for both new and existing staff, is the only way of enhancing a business and taking it forward." Mullaly also believes that most installation companies are unaware of, or are ignoring, the training implications of the implementation of BS EN50131.

Technicians will have to be qualified
"BS EN50131 is going to be the standard to which security companies have to work from September 1st this year. Part of this new ruling is that all technicians must be qualified. So, not only must the training of young staff be addressed but also that of existing staff, which is something many companies never consider.

"However it is possible for experienced staff to obtain these necessary qualifications without their employer having to bear the cost of time at college. These staff can submit details of three installations they have undertaken, and then be assessed by a college assessor while in the field. So there isn't really a cost-based argument why older engineers shouldn't become qualified – and soon this will be a requirement."

One well-established, and very successful security company that has always trained its young installers is GCD Security Ltd of Maidenhead. Eddie Clarke, MD of GCD, started the company twenty-eight years ago. He says: "I have always been committed to training our installers, even from the very earliest days of the company. For one thing it avoids bad habits and bad practice being passed on as installers are trained on the job, by existing staff.

"Well-trained staff are a real asset to the business. Our reputation is built on the quality and skills of our staff, and our business is built on our reputation. I don't really understand why other companies don't see the value of the investment". The argument often put forward by installers less convinced of the financial wisdom of training their installers, is that once fully trained, staff can easily move to another company, leaving behind the costs of training but none of the benefits.

"At GCD we have trained some installers and had them leave. On the other hand most of our managers were trained here, and quite a few have been with us for over 20 years. That is a huge pay back on what was really only a quite small investment. Obviously some people will move on, but the better staff are treated, and the more motivated they are then the less likely they are to move – and training is very definitely one of the things that people want these days. Our financial commitment to their development is clearly appreciated and overall is more than paid back by the majority of staff who stay with us," he said.

An installer who can talk knowledgably about the industry and the services and equipment available, is a natural sales rep

Higher training standards in Europe
GCD currently have five staff being trained. Two are doing NVQ2, two more the NVQ3 and another one is doing a locksmith's course.

"The time is coming when qualifications such as NVQs will become a European community requirement," said Clarke. "In other European countries, such as Germany, much higher standards of training are required than is the case in the UK. The EU isn't going to standardise on a lower standard than that which already exists in many countries. When that happens, many UK installation companies will find themselves in a very difficult position indeed. But maybe the message is starting to get across to an increasing number of installation companies."

Clarke is chairman of the West London Training Cooperative, where industry representatives like installation companies, SITO and Uxbridge College jointly promote the courses which Uxbridge College delivers.

"This September the number of students enrolled on courses is almost three times as many as at this time last year. Cause for limited optimism I think."

Many installation companies don't really understand what the recognised security engineers training courses entail. Clarkson Evans is one company that clearly does. Their main business is installing electrical wiring into new-build homes, working for many of the major house builders. Alarm cabling is often installed at this early stage in modern houses, so this too forms part of their business.

What is involved in courses?
Clarkson Evans originally set up their training centre in order to train their own apprentices. SITO soon became aware of the company's training centre and asked if it could be made available to deliver SITO training to companies in the South West of England and Wales. The centre opened to alarm installers in early 2000.

Ken Archibald, a lecturer at the Clarkson Evans Training Centre, explains: "The courses we currently offer are the NVQ2 and NVQ3 leading to an Advanced Modern Apprenticeship (AMA) in Security Systems. Usually students attend the courses one day a week but we sometimes offer block release, which can be useful for students with travelling difficulties. Achieving the NVQ2 qualification normally takes two years, and a further year is taken to reach the NVQ3 and Advanced Modern Apprenticeship.

"Assessment of the students is comprehensive. They sit City and Guilds exams covering electrical principles and intruder alarm theory. The process of planning, installing, testing and handing over a security system is assessed by completion of a City and Guilds assignment. Course lecturers also regularly assess students on site.

"We assess them in key competencies, for example, health and safety, cabling, commissioning, effective communication, etc. The students also have an expert witness within their own company who observes and assesses them throughout their training period. These courses clearly seem to benefit the attendees and the majority of those who complete NVQ2 progress to the NVQ3 and AMA awards.

"The course includes detailed coverage of health and safety which can save money by making staff less likely to be involved in accidents that could lead to time off work."

Cooper Security has two full-time Technical Sales Executives on the road, who offer training and support to installation companies. Both of these Cooper Security Sales team members have themselves been trained by SITO, and are often invited to present at colleges as guest experts. Initiatives such as this ensure that the courses remain practical, with real life applications.

Noel Sargent of SITO thinks that the availability of training has expanded dramatically over the last few years. "Five years ago access to training, qualifications and funding was pretty much non-existent for many SME security companies. However the SITO Training Co-operative network initiative has now largely solved this problem by bringing companies together on a regional basis.

Training to survive
"There are now six co-operatives (West London, South East, Midlands, South West and South Wales, North West, Yorkshire), training over 150 apprentices. But it is still true that many more companies need to participate to solve our current and future skills shortages if the industry and the companies within it are to prosper".