2025

SCHEDULE

Two Approaches, One Mission: Balancing Safety and Warmth Through Cross-Departmental Training

3:40–4:30 pm

| Tuesday, Sept. 23

As cultural institutions continue to prioritize visitor experience, training frontline staff requires a careful balance between hospitality and security. At the Getty Museum, a new Visitor Experience initiative has prompted a shift in how Security Officers and Visitor Services Associates engage with guests—encouraging warm welcomes, proactive guidance, and interpretive dialogue in gallery spaces. However, this shift also creates tension at the intersection of roles: while VSAs invite and inform, Security Officers are tasked with safeguarding both visitors and artworks—often through enforcement.

This session will explore how Learning & Development at the Getty is navigating this complexity through role-specific and cross-departmental training. By recognizing the unique responsibilities of each group and emphasizing shared institutional goals, we are developing new onboarding and ongoing education that fosters empathy, collaboration, and mutual understanding. The session will also highlight a budding partnership with colleagues across the institution, including the Conservation, Curatorial, and Education departments. These collaborations are helping shape more integrated training experiences for frontline staff, ensuring that both Security Officers and VSAs are equipped with the knowledge, awareness, and skills needed to support the protection, interpretation, and engagement of cultural property. 

Learning Objectives:

• Understand the challenges and opportunities of redefining visitor engagement roles in a museum context.
• Learn strategies for creating training that acknowledges functional differences while building shared purpose.
• Explore how partnerships between Training, Security & Visitors Services, Conservation, Curatorial, and Education can enhance frontline impact.
• Gain tools for facilitating dialogue and collaboration between departments with distinct but complementary missions.