The Operations Division is responsible for providing day-to-day protective services to the Mass General Community. Operations staff includes security officers, special police officers, supervisors and managers who, in addition to providing patrol and crime prevention services, also respond to various types of emergencies, employee, patient and visitor needs, reports of criminal activity, and requests for assistance. The dispatchers in our communications centers are on duty 24 hours a day, seven days a week to assist you.

Our Philosophy

The Operations Division prides itself on professionalism, competence and compassion while providing the highest level of protective services at Mass General for all. Our philosophy is one of being proactive and customer service oriented. Our protection efforts are characterized by identification, mitigation and prevention of problems through the deployment of the following: 

  • Educated, skilled, caring, sensitive staff
  • State-of-the-art technology designed to fit our inherent risks
  • Risk assessment, crime prevention activities and other preventive strategies
  • Prudent policies and procedures
  • Training and education awareness programs 

As a professional security entity dedicated to protecting the Mass General community, we prioritize our proactive services, while maintaining a strong reactive response. It is our role not only to respond to incidents but also to reduce the opportunity for incidents to occur. Operational crime prevention services include such measures as community policing, security education programs, equipment lockdown services, security surveys and risk assessments.

Here are some of the services we provide the Mass General Community:

  • Access control
  • ALERT program (Awareness Lets Everyone Reduce Theft)
  • All Points Bulletin (APB) newsletter
  • Armed intruder/active shooter response
  • Child/infant abduction response
  • Code Blue (medical assistance) response
  • Code Red (fire alarm) response
  • Community policing
  • Computer/laptop lockdown
  • Crime prevention services
  • Domestic Violence Assistance
  • Eloped patient searches
  • Emergency response
  • Enforcement of hospital policy and procedure
  • Infant Protection Program
  • Liaison services with other agencies
  • Outreach training and educational seminars
  • Patient standbys/restraints
  • Patient valuables assistance
  • Patrols of owned/leased property
  • Personnel escorts
  • Removal of unauthorized persons
  • Response to incidents involving hazardous materials
  • Response to reports of suspicious individuals, packages or substances
  • Safety and Security presentations
  • Security detail coverage
  • Security systems monitoring
  • Site/security survey
  • Strategic Management Assessment and Response (SMART) Team
  • Threat/risk assessment
  • Workplace Violence Program