Campus Security Officers: A Collaborative Approach to Public Safety

Campus Security Officer Jen Hak still remembers the worry on the face of an elderly woman who stood at the administration desk of the Jaharis Family Center for Biomedical and Nutrition Sciences on the Boston Health Sciences campus. 

Several hours earlier, Hak had given the same woman directions to Tufts Medical Center. Now the visitor, who was hearing-impaired, was back and confused about where she was and how she’d gotten there. 

“It seemed as though she’d missed her ride, and my heart was breaking for her,” said Hak. Eventually, Hak was able to get the woman’s address and then use her own rideshare account to ensure the visitor got home safely. 

“These are the moments I cannot forget,” said Hak. “They’re why I do what I do.” 

Hak’s attitude exemplifies the kindness and resourcefulness that Executive Director of Public Safety Yolanda Smith envisioned in reinventing the role of campus security officers (CSOs) at Tufts. Smith arrived at Tufts in the summer of 2021 when calls for law enforcement reform nationwide had engaged college campuses. Tufts was no exception, and Smith listened. 

“It was clear that we needed to recognize that members of our own community had law enforcement phobia because of their personal experiences or those of family or friends,” said Smith. 

A Fresh Perspective

At the time, Tufts CSOs were cast in a traditional mold. Wearing uniforms reminiscent of those of police officers, the CSOs typically served at fixed points, primarily on the Boston Health Sciences and SMFA campuses, checking IDs, signing in visitors, and providing directions.

Smith believed that developing a larger cadre of unarmed, professionally trained, easily identifiable officers charged with proactively supporting students, faculty, and staff could help the Department of Public Safety bridge gaps with the community while giving sworn officers (who have graduated from a police academy and taken an oath to uphold the laws of their jurisdiction) more time for police business.

When Manager of Campus Security Mike Insetta, whom Smith calls the “mastermind” of the new CSO program, arrived in 2022, he brought a fresh perspective that drew on his degree in anthropology and experience as both an archaeologist and a manager in Boston University’s residential housing operation. Insetta collaborated with stakeholders across the university, including with members of the Working Group on TUPD Arming, colleagues in Human Resources and Student Life, existing CSOs, and Tufts University Police Department (TUPD) officers, to develop a new approach.

“Crucially, we had a terrific, dedicated staff in place who wanted to make the CSO program work and referred good candidates to us as we took an in-depth look at our community’s needs,” said Insetta.

Creating a ‘Sense of Welcome’

In their new role, Tufts CSOs, now attired in khaki pants and polo shirts, became a highly visible and approachable resource for students, faculty, staff, and visitors who might be hesitant to interact with a police officer. 

Enhanced training, which Smith says never ends, starts with a three-week program covering topics such as mental health, first aid, CPR, interpersonal communication, harassment prevention, and first-responder procedures. Each CSO becomes familiar with multiple campuses. 

“We also created a CSOII position as a roving role that would almost act as our eyes and ears,” said Insetta. CSOIIs patrol the campus, unlock and lock buildings at the start and end of the day, flag problems with doors and windows, provide safety escorts, offer directions, and field questions from community members.

“Our CSO is the first person you see each morning, and he’s created this sense of welcome that honestly didn’t exist before,” said Deputy Chief of Staff to the President Jacklyn Varela, whose office is in Ballou Hall. “He’s a community builder. There was hesitance about having a public safety presence in Ballou, but it’s clear that people now see him as a resource and a valued part of our building and our community.” 

Tufts’ 42 CSOs come from a variety of backgrounds and experiences but a common denominator is a commitment to customer service. Insetta is proud that nine of the 10 CSOIIs, including Hak, are promotions from within the department, and the tenth is Jonathan Vaglica, hired by Tufts after previously working as a security officer for an outside firm at the Tisch Sports and Fitness Center and the TAB building.

Continuing to Listen

Today Vaglica relishes hopping into the dedicated CSO car—a distinctive blue-hooded Ford Escape—to make his rounds on the Medford/Somerville campus. 

He walks through buildings, greeting students, staff, faculty and visitors. “When they ask a question, people often say ‘I hope I’m not bothering you.’ And I always say, ‘Not at all.’ Creating a comfortable relationship with public safety and the community is one of our goals. So if you see me driving, wave me down and say hi.”

Jose Colon, who started as a security guard on Tufts’ Boston Health Sciences campus before attending the MBTA Transit Police Academy and returning to the university, says that there’s “love” between CSOs and sworn officers. Because CSOs handle lockouts, safety escorts, building checks, and door alarms, Colon says he and his fellow police officers can focus on investigating crime reports, talking with victims, and other specialized work.

Colon is TUPD’s community outreach officer and the first Latino police officer to hold the position. He makes a point of bringing a CSO with him to community events. “I want people to know who our CSOs are, what they do, and how best to utilize them,” he said. “And I want community members to know that we’re listening to them and we’ll continue to listen.”

Smith says it will take a couple of years to amass robust campus-by-campus data on the volume and nature of CSO service calls (including how often those calls are elevated to police officers), and to survey students, faculty, and staff about the program. Right now, though, all signs point to the program’s success. 

Smith and Insetta are pleased that more departments and groups, including organizers of student-facing events such as new student orientation, are proactively requesting CSO support. In October, the Tisch Sports and Fitness Center changed from outside security personnel to Tufts CSOs, with Athletics leadership and Public Safety working closely to assure a seamless transition. 

“The CSO policing model feels like a partnership,” said Varela. “It’s not reactionary; it’s proactive. We’re problem-solving together to come up with options that are welcoming while balancing public safety needs.”