Security: Residents Abuse Our Officers Daily

Security officers in Century Village East face verbal abuse from residents on a daily basis, according to village security officials. At least once per day, and often more than once every day, officers are screamed at by residents, calling them “bitch,” “stupid,” or often much worse, including the N-word. The mistreatment, they say, comes primarily from residents who become angry when asked to follow established village rules.

One of the most common flashpoints occurs when residents try to enter the gates through the resident lane without a working barcode on their vehicle. In such cases, guards are instructed to confiscate the resident’s ID card, as outlined by clearly posted signage at all entrances.

According to officials, that’s often when tempers flare. Guards are regularly subjected to name-calling and verbal abuse, with some residents using offensive and degrading language, including racial slurs. Security supervisors say that many residents become even more abusive when an officer points out the clear signs at the entrances that warn of confiscation.  Residents often scream they “don’t have time to read the signs.”

Another frequent trigger occurs when residents with valid barcodes pull up to the reader and the gate arm does not rise immediately. Security officials explain that the system is intentionally programmed to delay the resident gate arm if the adjacent visitor lane gate is already open. This is a safety feature designed to prevent two vehicles from accelerating forward and merging into each other just past the gates. Unfortunately, many drivers interpret the delay as a malfunction or an inconvenience, directing their frustration at the guards.

“We have pleaded at meetings for our residents to keep in mind the rules regarding bar codes, as well as the reason why the gates are sometimes momentarily delayed,” said CVE Master Management Executive Director Val Smikle.  CVE Master Management contracts with Allied Universal Security which employs and provides the village’s security guards.

“Our expectation is that residents exercise patience.  At the very least, we expect them to show a proper level of respect for our security officers. Verbally abusing anyone and especially using some of the language that our officers hear is unacceptable,” said Smikle.

Security supervisors describe the behavior of some residents as shockingly disrespectful. Approximately 90 percent of the Century Village East security team is African American, and officials say the level of verbal aggression—including racially charged insults—is unlike anything they’ve witnessed in other communities where they’ve worked.

When an incident occurs, guards are instructed to de-escalate the situation by stepping back and allowing another member of the security team to take over communication with the resident.

The verbal abuse experienced by guards at Century Village East is not an isolated phenomenon. Recent studies from the United Kingdom have revealed that security guards worldwide are frequently subjected to similar treatment. A 2022 survey of more than 1,200 licensed security officers found that over half of respondents reported being verbally abused on every shift. Nearly one-third said they experienced such abuse at least once a week. In the same study, 57 percent of participants said the abuse impacted their mental health for more than 24 hours, and nearly half reported experiencing flashbacks or nightmares as a result.

Additional research by the University of Portsmouth found that nearly 65 percent of security guards reported monthly verbal abuse, with a significant percentage also reporting threats and physical altercations. Alarmingly, close to 40 percent of surveyed guards exhibited signs of post-traumatic stress disorder. These studies underscore the emotional toll that repeated exposure to aggression can have on frontline workers in the security industry.

At Century Village East, security leaders say the rules are in place for the safety and efficiency of all residents and visitors. The posted signs make it clear that ID cards are subject to confiscation if a driver attempts to enter through the wrong lane or without a working bar code. Yet time and again, guards are met with hostility when they enforce these rules. Officials are urging residents to be patient, understand the procedures, and show respect to the guards who are working to protect their community.

“This kind of treatment is not part of the job,” one security official said. “Everyone deserves to be treated with dignity—especially the people responsible for keeping this community secure.”