At Providence Health Care, safety is not just about protocols and procedures; it’s about people.
Behind the scenes at St. Paul’s Hospital, Relational Security Officers (RSOs) are often the first to sense when something isn’t right and the steady presence people rely on when tensions run high. They navigate complex, fast-moving situations every day, balancing safety with compassion to help ensure patients, families, staff, and visitors feel protected, respected, and treated with dignity.
We recently sat down with three members of our Relational Security team — Shivesh, Mark, and Vicente — to explore what their work really looks like, what drives them to show up each day, and why this role is about far more than what most people imagine when they hear the word “security.”
A role built on relationships
While RSOs are responsible for maintaining safety across the hospital, their approach is deeply rooted in prevention, communication, and compassion.
“A lot of people assume security is just about responding when something goes wrong,” says Shivesh. “But the Relational Security model puts a strong emphasis on engaging, like early checking in, asking how someone’s doing, and looking for opportunities to prevent situations from escalating.”
On any given day, RSOs can patrol the site, staff key areas like the Emergency Department and entrances, respond to overhead codes, and support clinical teams during challenging situations. They provide escorts for patients, assist during medical emergencies, and act as a calm, steady presence during moments of uncertainty.
“You could be helping someone find their way, responding to a medical issue outside a unit, or standing side by side with nurses during an aggression call,” explains Mark. “Often, people call security because they don’t know who else to call. So, we end up handling a bit of everything.”
Build trust in care settings
One of the most powerful aspects of the RSO role is the opportunity to make a real difference during someone’s most vulnerable moments.
Shivesh recalls a trauma call involving a patient he had spoken with earlier that day in the waiting area. “They were anxious and struggling with their mental health, so we took the time to talk and reassure them. Later, when they arrived in the trauma room in crisis, we reintroduced ourselves and stayed with them. Within minutes, they were calm enough to receive care.”
For Vicente, the impact of the role became crystal clear while responding to an overdose outside hospital grounds. Equipped with first aid training and naloxone, Vicente and a colleague intervened until paramedics arrived and ultimately, helped to save a life.
“There was such a sense of relief,” he says. “Knowing that your training and quick decisions directly helped someone survive. That’s something that stays with you.”
Moments like these highlight the trust RSOs build — not just with patients, but with clinical teams who rely on them during fast-moving, high-risk situations.
Work as part of a team
RSOs work closely with nurses, physicians, social workers, porters, facilities, and leadership teams throughout the hospital. This collaboration is essential in an environment as complex as acute care.
“You see the effort and commitment clinical staff bring every day,” Shivesh says. “That motivates you to show up with the same level of professionalism.”
Mark echoes this sentiment, highlighting the strong bonds formed through shared experiences. “There’s a camaraderie that develops when you’re responding to challenging situations together. You gain a real appreciation for everything that goes into keeping a hospital running.”
Within the security team itself, the connections are especially strong. “There’s a lot of trust and teamwork,” Mark adds. “You rely on each other and that support makes a difference.”
What skills you need
Despite the rewards, the role comes with real challenges. RSOs are often the focus of anger, fear, or frustration, and are frequently called into situations involving aggression or uncertainty.
“It takes a lot of self-control,” says Vicente. “You’re often dealing with people in crisis. True strength in this role is knowing how not to escalate and choosing restraint, empathy, and patience instead of force.”
Mark agrees. “Staying calm, shift after shift, can be hard, especially when you face abuse or threats. That professionalism is one of the hardest parts of the job, and also one of the most important.”
Because of this, RSOs receive specialized training in de-escalation, trauma-informed approaches, and communication — skills that are just as vital as physical presence.
Work at the new St. Paul’s Hospital
All three RSOs expressed excitement about the future, especially the opening of the new St. Paul’s Hospital next year.
“With a modern facility and new technology, there’s so much potential to improve safety and the way we work,” says Shivesh.
Mark adds that improved physical and technological security design will help RSOs do their jobs more effectively, while Vicente sees opportunities for better systems that enhance patient flow and reduce crowding in high-stress areas like Emergency.
Is relational security right for you?
For those considering a career as an RSO, the message is clear: this role is not just about enforcing rules; it’s about understanding people.
“You’ll be placed in situations where people are scared, angry, or in crisis,” says Vicente. “It takes courage to stay grounded, not take things personally, and approach every situation with care.”
Shivesh adds, “Be open to learning and growing. You’ll be surrounded by passionate people who care deeply about what they do, and you’ll have real opportunities to make an impact.”
Apply for Relational Security Officer jobs
At Providence Health Care, Relational Security Officers are an essential part of the care team — helping ensure our hospitals remain safe, welcoming places for everyone who comes through our doors.
Learn more about the role, what to expect, and the impact you can make as part of our team: https://www.providencehealthcare.org/en/explore-careers/facilities-management/protection-services
Ready to take the next step? Apply today: https://www.providencehealthcare.org/en/careers/external-jobs/relational-security-officer-0
Story by Jessica Collins, Digital Recruitment Marketing Specialist
