Our hospital system security officers are often some of the first people that our patients, their families and staff see as they enter our UF Health Shands Archer Road buildings. Their uniforms are noticeable, but they’re often best known for their friendly greetings and supportive actions. Although they work as security officers, Gussie Boatwright, UF Health Shands Security operations manager, refers to her team as “customer service agents.”
“Our security staff members have compassion for what they do and the people they serve,” Boatwright said. “We do almost anything we’re asked to do within reason, and our officers are never hesitant to jump into a situation where they can help.”
If you thumbed through May’s Customer Service is Key edition of News+Notes, you may have read about Jeremy Clark, a UF Health Shands Security officer who assisted a fellow employee who had worked through Hurricane Irma by pulling her 50-pound suitcase up the parking garage stairs. This story is just one of numerous CSK nominations and heartfelt comments we receive about our security team members.
A common face on site is Lionel Tatro, UF Health Shands Security supervisor. The 29-year Security staffer says that every day is different. He and his team strive to create a positive experience and believe that everyone who walks through the doors — from patients to staff — are customers.
“We openly greet everyone that comes in as if they’re a friend. The uniforms can be intimidating, but once you ask, ‘Can I help you?’ it creates a bond,” Tatro said.
Tatro is one of eight Security supervisors on our Archer Road properties and each guides five to six officers who monitor our hospitals 24/7. They respond to a wide array of calls varying from conflict resolution management to unlocking doors to escorting staff to vehicles at night.
UF Health Shands Security is just a phone call away, and urgent requests can be made by calling 352-265-0911. For non-urgent or routine requests, call 352-265-0111. For more information, visit the UF Health Shands Facilities site on Bridge at Bridge.UFHealth.org/shands-facilities and then select “Safety, Security and External Transportation” under the “About” tab.