Many people view security work as routine patrols, locked doors, and steady vigilance. But when Anna Tramill first stepped into the field on a friend’s recommendation, she quickly realized the job was about so much more than just being present. It’s a role shaped by unpredictable human interactions and the continual need for quick decisions that can protect or save a life.
Anna understood the job would require her to stay alert and make choices. What she didn’t expect was that one of those decisions would involve sitting down with a stranger in distress and having a heart-to-heart.
After finishing her rounds, Anna went outside and noticed a man sitting on the other side of a wall with his legs hanging over the edge. He told her very calmly that he was about to jump.
“I knew somebody who was working security at the time. So, I jumped into it and tried it, and I ended up really, really liking it,” Anna says about how she first got into the security field. Experiences like this have shown her that the job can ask much more of an officer than she initially expected.
“You have to be able to be quick on your feet and be able to make split decisions; otherwise, people can get hurt.”
That day, Anna didn’t rush the situation. She stayed and started a conversation, relying on something she already did well.
Keeping the conversation going
Anna could see that the man was struggling, and she knew that keeping him engaged might help him focus on something else.
“The only thing I knew how to do was what I’m good at, and that’s just talk.”
Their conversation moved from his childhood memories to his relationship with his mother and his mental health. Anna listened and let him talk about whatever he wanted, staying with him for about 15 to 20 minutes as she kept the exchange going.
Eventually, Anna asked him to come down and stand near her. After gathering up his belongings, he walked over to Anna and took her hand.
“I’m not the touchy-feely person,” she says. “When his hand hit mine, I immediately just let it happen... He needs this.”
For Anna, it was about helping him and giving him the space he needed to take that next step.
Trying one more time
The man continued talking with Anna and said that he didn’t want to leave or go with the police. Anna looked him in the eye and asked him to try one more time.
“We met for a reason. I need you to try one more time. Somebody wants you to try just one more time.”
He relaxed his grip on her hand, looked down at his feet, and then walked away with the officers. Later on, the police reached out with an update. He had received help and was transferred to a hospital.
For Anna, this whole experience acted as a reminder of the gravity of responsibility that can come with being a security officer.
“We have a lot more responsibility than we think,” she says. “You never know what’s around that corner, and you never know how you’re gonna have to present yourself.”
When talking became the response
Security officers are often seen as the first line of defense when something happens. Still, Anna’s story shows that response can look different depending on the individual(s) and the circumstances. On that day, Anna didn’t need to intervene physically. Instead, her role was to maintain the dialogue, listen to what the man was expressing, and give him the space to consider a different path.
The situation also required Anna to adjust while the conversation continued. She didn’t know when she walked outside that she would be talking someone through a crisis, just as she couldn’t have known what the man would say or how the conversation would unfold. She had to pay attention and respond to what was happening in front of her.
“I’ve never thought that I would be the one talking somebody down,” she says.
Her experience demonstrated that being a security officer can involve much more than just reacting to events and situations around you. Sometimes, it's about identifying what a person needs in the moment and finding a way to keep them engaged until additional help can step in.
Message for others
The experience also shaped the message Anna wants others to hear, particularly anyone who may be struggling with themselves.
“You’re better here,” she says. “You may not see it today. You may not see it tomorrow, but you being here means a lot to somebody.”
She encourages people to reach out and say something when they need help, because the people around them can’t respond if they don’t know that something is wrong.
“There is help out there,” Anna says. “Coming from a long line of depression, tomorrow’s gonna be better.”
Her experience offers a personal look at the responsibility that can come with being a security officer. Officers interact with people in all kinds of situations, and sometimes they have to decide in the moment what someone needs from them.
For Anna, that decision was to stay and keep talking. The conversation gave someone the time and space to take one more step toward getting help, and it left Anna with a lasting reminder of what the job can ask of her. Security isn't just about protecting people. Sometimes, it’s about showing humanity when someone needs it most.
About Security, Meet Humanity
Security, Meet Humanity is a Securitas video series that features the real stories behind security professionals, showcasing the human decision-making, compassion, and expertise that shape modern security.
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