SOC SPOTLIGHT: SCALING SECURITY OPERATIONS THE RIGHT WAY
Ashlee Cervantes-Thomas, Guardian Secure Solutions LLC, CALSAGA Associate Member
As organizations grow, so do the demands placed on their security operations. What starts as a manageable flow of calls, reports, and coordination can quickly evolve into a 24/7 operational challenge.
This is where a Security Operations Center (SOC) becomes a critical asset.
A Security Operations Center is a centralized team of trained professionals responsible for managing security communications, coordinating responses, and maintaining operational visibility at all times. In many ways, the SOC functions as the heartbeat of an organization’s security mission. Ensuring consistency, accountability, and rapid response when it matters most.
Some companies choose to manage operations internally through an in-house Dispatch Center, while others partner with a shared SOC to support their growth. Understanding the difference and knowing when to transition is key to long-term success.
If you’re looking to build or revamp your In-House Dispatch Center in 2026, consider these 5 things:Before building your own dispatch operation, it’s important to look beyond the surface. These five areas often determine whether an internal model is sustainable or whether a shared SOC is the smarter option.
- Communication Demand
The volume and frequency of incoming calls, service requests, and incident reports vary widely by organization size and activity level. What works for a small operation receiving occasional calls may quickly break down as call volume increases. Growth almost always brings complexity.
- Workforce Capacity
Many organizations rely on supervisors, managers, or field staff to manage dispatch duties early on. While this may work temporarily, it often leads to fatigue and divided attention. Dispatching requires focused, specialized skills and adding it to already demanding roles can reduce effectiveness across the board.
- Operational Tools & Technology
Professional dispatching relies on more than just a phone. Reliable hardware, software, radios, monitoring screens, and redundancy systems all play a critical role in maintaining smooth operations. Expecting staff to rely on personal devices or minimal tools can create gaps in reliability and accountability.
- Call & Client Profile
Knowing who is contacting your organization and why is essential. Are calls primarily client-driven, service related, or internal? Understanding these patterns helps determine staffing needs, training requirements, and whether your current setup can keep up with demand.
- Financial Sustainability
Running a dispatch center 24/7 adds up quickly. Staffing alone can approach $200,000 annually at base wage rates, before factoring in benefits, training, equipment, supervision, and system costs. For many organizations, this level of investment is difficult to justify long-term and often considered an overhead-direct cost as it is typically not billable hours.
When Growth Becomes a Strain
In the early stages of a company, leadership often fills operational gaps. Answering calls after hours, coordinating responses, and managing incidents personally. While this dedication fuels early success, it isn’t sustainable.
As activity increases, these responsibilities can lead to burnout, delayed responses, and operational blind spots. A growing organization needs systems not just effort to support its momentum.
Conversely if in 2026 you are considering out sourcing dispatch, here are some considerations:
A Security Operations Center brings structure, consistency, and scalability to security operations. Unlike a single company dispatch center, an SOC integrates dispatching with incident tracking, escalation management, reporting, and quality control across multiple organizations.
Because SOCs can operate in shared environments, clients benefit from:
- Reduced operational overhead
- Trained, dedicated dispatch professionals
- Standardized processes and documentation
- Improved response times and reliability
What may appear to be an added cost often becomes a value multiplier freeing internal teams to focus on leadership, strategy, and growth rather than round the clock operations.
Looking Ahead
A shared Security Operations Center shouldn’t just be a support function, it should be a strategic partner in operational success. By centralizing communications and response management, SOCs help organizations operate smarter, scale faster, and maintain a higher standard of service.
To learn more about our Security Operations Center and how we support our clients, visit guardiansecuresolutions.com.
Ashlee Cervantes Thomas is a seasoned security executive who is passionate about all things related to Security Solutions, Physical Risk Mitigation and Management. Ashlee holds her Masters in Business Administration from University of California, Davis. In her 15+ year career she has overseen hundreds of security professionals who specialize in Armed Security and Executive Protection. Ashlee is based in Northern California where she serves as the Chief Executive Officer of Guardian Protection Force Inc., as well as the Founder of Guardian Secure Solutions LLC – a full service technology centered Security Operations Center (SOC). Ashlee has built a legacy established by prioritizing core values each day to deliver the highest caliber security service to our communities and customers.
