We are Niagara Health is a series of stories that celebrates the incredible people working and volunteering in our organization and how they make a difference in the lives of patients and coworkers every day.
For Kayla Sherwood, security in a hospital is about more than enforcement - it’s about people.
As a Security Supervisor at Niagara Health, Sherwood supports patients, visitors and staff during moments that are often stressful, emotional and unpredictable.
As a Black woman in a leadership role, Sherwood acknowledges that discrimination does occur. She has experienced racial slurs from patients, but says professionalism and resilience guide her response.
“I don’t let it stop me from doing my job or pursuing my career,” she says. “I understand the situations people are in, and I try to remain respectful and focused on safety.”
She also challenges misconceptions about women in security roles, noting that capability is rooted in training, preparation and teamwork, not gender.
Despite security being a male-dominated field, Sherwood is confident knowing that everyone in this role goes through extensive training. “We’re trained to manage aggressive behaviour, respond in crisis situations and stay professional under pressure. Being a woman does not change that, we are just as prepared and capable."
Healthcare security requires a strong understanding of mental health, trauma-informed responses and de-escalation - particularly when people are experiencing fear, distress or crisis.
“You’re not just enforcing policies — you’re learning how to de-escalate situations, manage conflict and support people who may be going through one of the hardest moments of their lives”
“There’s a lot more patient care involved,” she says. “You’re not just enforcing policies — you’re learning how to de-escalate situations, manage conflict and support people who may be going through one of the hardest moments of their lives.”
On a typical day, security staff may assist people seeking shelter, help connect individuals with community resources, or guide patients and visitors through the hospital. At other times, they support police or EMS during higher-risk situations involving intoxication, overdoses or aggressive behaviour.
“It can be physically and emotionally demanding,” Sherwood says. “But we work together as a team, and the goal is always to keep everyone safe.”
Promoted to the role in September 2025, she oversees security operations across the Niagara Falls, Welland, Fort Erie and Port Colborne sites.
Day-to-day work includes mentoring and training security staff, overseeing patient watches, maintaining safety procedures, and responding to incidents in collaboration with hospital leadership, police and emergency services.
“I make sure security is flowing well, that safety measures are in place, policies are enforced, and that we’re supporting patient care while keeping everyone safe,” she says.
Sherwood joined Paladin Security in 2017, beginning her career in Mississauga before moving to Niagara in 2019 and transitioning into healthcare security. She started as a rapid patrol guard and took on her first leadership role during the COVID-19 pandemic, serving as a team lead at vaccination clinics in 2021.
Following that role, she continued to grow within Paladin.
“I worked really hard and I was really passionate about becoming a supervisor,” she says. “I feel very grateful for the opportunity.”
Before entering Security, Sherwood worked at Tim Hortons after completing a Police Foundations Program.” She says those early experiences helped build the communication skills, patience and resilience that continue to guide her work today.
She notes working in a hospital environment presents challenges that differ from other security settings.
Sherwood says working at Niagara Health has affirmed that she is built for this line of work.
“Seeing myself grow from a site guard to a team leader to now a supervisor showed me that I’m capable,” she says. “Getting through difficult situations safely, while protecting patients and my team, really reinforced that.”
Balancing safety and compassion is central to Sherwood’s approach.
“Enforcing policies is important, but so is understanding,” she says. “Sometimes that meansreassuring people about procedures, offering resources, or apologizing when someone is feeling overwhelmed.”
She encourages patients and visitors not to hesitate to approach security staff for help.
“We’re here to guide and support,” she says. “Even though uniforms can feel intimidating, remember that we are here for you.”
She also emphasizes the importance of privacy and respect in hospital settings, particularly avoiding recording others during vulnerable moments.
“A hospital is not always a happy place,” Sherwood says. “People are grieving, scared or vulnerable. Compassion and confidentiality matter.”
While this is her first time being spotlighted, Sherwood says the experience has been meaningful. She believes continuing to share stories during Black History Month helps celebrate culture, recognize achievement and encourage connection across the organization.
“It reminds people that our differences matter,” she says, “and that everyone has something valuable to contribute.”
She credits much of her growth to the support of her leaders and teammates.
“I wouldn’t be here without my managers seeing me for who I am and supporting my growth,” she says, mentioning Neil Davis, Michael Curtiss, Bill DeWolf and Dan Castellan.
