Miscellaneous DESC

Aley Moyer

The Californian 2022 Q2 – ADDING VALUE TO YOUR BIDS AND PROPOSALS

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ADDING VALUE TO YOUR BIDS AND PROPOSALS

Debbie Trecek Volkens, TEAM Software, CALSAGA Network Partner

Lowest bid technically acceptable is a painful part of the industry we work in. It’s why, sometimes, strategic initiatives to become more efficient fall to the back burner: initial investments in time and resources can seem like an unnecessary burden when you’re struggling to fill shifts and keep operating expenses within budget. 

The catch twenty-two about a back-burner approach, though, is that you cannot lower your costs and grow your profit without taking that first step towards efficiency. One tactic you can use to kickstart the process is to look at your business proposals and highlight where an efficiency-driving solution can bring direct value to your clients. Look at these five key areas of need your prospective clients are asking for and add information to your bids to strengthen your proposals. 

Qualified Guards On Site. 

Your clients are ensuring guards with the right qualifications are filling the needs of their contracts in order to create the safest and most secure environment possible. Demonstrate how you record and track certifications of officers, and send notifications when certifications are due to be updated. 

Reduced Liability And Risk. 

Incidents and risk open your clients up to liability and lawsuits. Demonstrate how you help shoulder that responsibility of welfare by monitoring where and when an officer is onsite (and how you have evidence via location tracking technology, checkpoint documentation or rich media like photos and video to back up your claims). Be prepared to offer daily shift reports to provide visibility and quality assurance, and showcase your safety procedures and automated communication flows so you can keep your clients aware of an unfolding incident and resolution status. 

Communication, Response Times And Customer Service. 

If there is an incident on site, your client needs it to be resolved appropriately and quickly. You should be able to send quick messages (like texts, emails or phone calls) securely to individual officers, or to larger patrol teams. Emergency communication automations can be leveraged to support your resolution practices and bring examples of reporting materials (like activity logs, incident reports and inspections). Ask questions about what your prospective client’s current procedure looks like and show them how reporting tools can be configured to their specifications. 

Reputation And Proof Of Service. 

You know software can’t complete physical security tasks for you, but it can improve the quality and consistency of the work you already provide. It can eliminate fraudulent timekeeping practices (like buddy punching) and ensure billable work is transparent and accurate. It can record your scope of work and identify areas of improvement. It can improve scheduling and reduce overtime (billable and non-billable). And, it proves it’s delivering in all of these areas through reporting and analytics tools as an asset to support your company’s reputation. 

Cost-Effective Services. 

It’s likely your clients don’t care what tools you’re using to get the job done. But, showcasing the value software brings to these areas can strengthen the value your company brings to your bidding proposal. Your data working together in one system helps drive efficiencies to your bottom line, meaning you can more competitively bid contracts. Then, you can pass that on to your customers, who win by gaining the best quality of service at the best price. 

When it’s clear the value outweighs the costs, you’ll have strengthened your competitive position and achieved an advantage.

 

Debbie joined TEAM in 2020 and works as a content marketing specialist. Her goal is to connect the dots between industry needs and product solutions through engaging, educational and valuable content. Debbie holds a bachelor’s degree in marketing and management from Peru State College, where she graduated summa cum laude.

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Aley Moyer

The Californian 2022 Q1 – SECURITY AND THE RISING TIDE OF CRIME IN THE RETAIL INDUSTRY

SECURITY AND THE RISING TIDE OF CRIME IN THE RETAIL INDUSTRY

Debbie Howlett, TrackTik, Network Partner

Theft has always been an issue for the retail industry. In the past few months, incidents have been rising in several U.S. cities, including San Francisco, Los Angeles, Chicago, and more.

But the rising tide of theft has become more bold and violent in recent months, often taking place in crowded stores in broad daylight by mobs or gangs of thieves. These incidents are forcing an industry already plagued with pandemic lockdowns and disputes over mask requirements to deal with yet another problem.

Rising Statistics

A report released by the Retail Industry Leaders Association and the Buy Safe America Coalition, The Impact of Organized Retail Crime and Product Theft in the United States, provides insights into the actual economic impact of retail crime. The report also discusses the role of organized theft rings that steal merchandise in large quantities to fence on online marketplaces like Amazon and Facebook. 

According to the study, which relied on data provided by some of the largest retailers in the U.S:

  • As much as $68.9 billion worth of products were stolen from retailers in 2019 (pre-COVID).
  • Retail crime results in $125.7 billion in lost economic activity and 658,375 fewer jobs, paying almost $39.3 billion in wages and benefits to workers.  
  • Retail theft costs federal and state governments nearly $15 billion in personal and business tax revenues, not including the lost sales taxes.
San Francisco, Los Angeles Hit Hard by Smash-and-Grab Theft 

Off-duty police officers have been moonlighting as private retail security for years. Still, the city of San Francisco has recently approved a plan to allow off-duty sheriff deputies to be hired as private retail security officers to help deal with the spate of smash-and-grab robberies that have hit the Golden City. 

According to one California-based private security firm, Omni Private Security Services, demand skyrockets in major cities like San Francisco and Los Angeles. They are having trouble keeping up with the demand as retailers deal with an onslaught of smash-and-grab robberies.

In late November of this year, a security officer was shot as he protected a San Francisco Bay Area news crew covering a recent robbery where thieves broke into a clothing store in yet another smash-and-grab theft in the city. In recent months, robberies in the area have become more brazen and violent. According to the California Retailers Association president, Rachel Michelin, “This level of violence has taken it to a whole new level. No one has seen this before.”

In November, over $1 billion worth of goods were stolen from Bay Area stores in smash-and-grab robberies.  In Union Square, luxury retailers like Louis Vuitton, Nordstrom, Burberry, Bloomingdales, Walgreens, and Lululemon – all victims of recent smash-and-grab robberies – have boarded up windows to prevent further incidents. 

As shoppers filled Union Square on Black Friday, heavy police and private security presence were visible outside the boarded-up stores. At the Nordstroms in Walnut Creek, 80 people raided the store and stole merchandise in under one minute, and three employees were kicked, punched, or pepper-sprayed during the incident. At a press conference, Chief Bill Scoot of the SFPD said, “We will flood this area with police officers for the foreseeable future. We will do what we need to do to put an end to this madness.”

In San Francisco’s famous Chinatown, one small independent retailer had $250,000 worth of jewelry stolen in another smash-and-grab incident. With insurance unwilling to cover the loss, it’s unclear whether or not the store can remain open. 

Similar incidents have been reported in the city of Los Angeles. Eight thieves ransacked a Home Depot and grabbed hammers, crowbars, and sledgehammers before fleeing. Bottega Veneta, which sells high-end clothing, was also targeted by thieves. More than $338,000 in goods were stolen in 11 incidents in stores and malls over the Black Friday weekend, causing an additional $40,000 in property damage. 

The thefts, or “flash robs,”  are thought to be part of sophisticated criminal networks that recruit people to steal merchandise and sell it online. Walgreens plans to close five San Francisco stores due to organized retail theft, having already shuttered ten stores in the city. 

Chicago Neighborhood Residents Take Security into Their Own Hands

In the Chicago neighborhood of Bucktown, a group of private armed security guards is set to begin patrolling in an attempt to deal with a rise in carjackings and crime this year. Last month, alone, over 20 armed robberies occurred in the neighborhood. 

In Oakbrook, a Nordstrom was the target of two smash-and-grab burglaries on the same day, while a nearby Louis Vuitton shop by targetted by 14 thieves who stole $120,000 of merchandise. Thieves pulled out garbage bags from their coats and filled them up upon entering the store. Similar robberies have occurred throughout the city at high-end car dealerships and along Chicago’s famous, magnificent mile. 

10 Quick Tips for Making Smash-and-Grab Robberies More Difficult
  1. Hire a security firm to dispatch officers during high-traffic times. The physical presence of a security officer often acts as a deterrent to would-be thieves. Most security firms rely on a security workforce management solution to dispatch officers and communicate with them at all times during a shift.
  2. Equip your officers with state-of-the-art tools and technology to ensure your officers’ safety, like real-time incident reporting and video recording, GPS tracking, checkpoint notifications, and a panic button.
  3. Use an access control system or door buzzer so you can control access to the store, or make sure an alarm sounds when someone enters or exits the store.
  4. Install a video surveillance system with hidden and visible cameras around the premises. Place signage in windows announcing that you have a 24-hour surveillance system in place with footage monitored at all times.
  5. Work with your security firm to analyze data from the security workforce management solution to spot trends, or any areas in or around the store that might provide an easier target for thieves.
  6. Make sure multiple employees are moving around the store at all times. Position an ambassador at the front of the store to greet customers as they enter and immediately offer customer service. The extra attention could be a deterrent to a would-be criminal.
  7. Spread high-value merchandise in showcases throughout the store instead of displaying these items together in one area.
  8. Consider using burglary-resistant glass for your showcase. While it isn’t a foolproof solution, the glass will potentially slow down would-be robbers who want to be in and out of the store as quickly as possible.
  9. Don’t put all the high-value items in one area of the store or showroom. Spread it throughout the store to make it difficult to “grab” all at once. 
  10. Less is more. Don’t overcrowd your window display or storefront with merchandise. Make sure employees can see people acting suspiciously outside the store and that passersby can see inside in the event of a robbery. 

Retail theft is nothing new, but the population is growing weary in a country fed up with a seemingly endless pandemic, lockdowns, mask mandates, and supply chain issues. Like frontline workers in the healthcare industry, security officers are also under enormous pressure to protect the communities, people, and properties they serve. Over the next few weeks, please show your appreciation for the incredible job they have done over the past 21 months to keep us all safe. Say Hello, or Thanks.  

About TrackTik

TrackTik was founded in 2013 and quickly established itself as a market leader with the mission to build better software so its clients can run smarter businesses. TrackTik’s cloud-based technology enables security organizations to connect frontline staff, back office management, and their clients to drive improved operational efficiency and data insights. TrackTik helps security professionals make automated, data-driven decisions with its seamless approach to system connectivity. Headquartered in Montreal, Canada, with offices in the United Kingdom and the Netherlands, TrackTik offers four integrated suites of tools – Security Operations for Guarding, Back Office Management, Mobile Patrol and Dispatch, and Business Intelligence & Reporting Analytics, to help security service companies follow the progression of guards, reduce manual tasks, lower costs, and demonstrate value.

 

Debbie Howlett
TrackTik

Debbie is an experienced writer with a demonstrated history of working in the security industry. She is based in Montreal, Canada, with TrackTik—a dynamic and cutting-edge tech company that sells cloud-based security workforce management software.

debbie.howlett@tracktik.com
Twitter: @TrackTik 

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Aley Moyer

The Californian 2021 Q4 – LOOKING FORWARD: WHAT’S DRIVING THE HARD MARKET INTO 2022

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LOOKING FORWARD: WHAT’S DRIVING THE HARD MARKET INTO 2022

Tory Brownyard, Brownyard Group

The insurance industry is now experiencing a hard market that experts predict will continue well into 2022. In practical terms, this means security firms, among other businesses and industries, will continue to see rising insurance premiums and may have difficulty obtaining coverage. 

A range of factors have contributed to the hardening insurance market. For security firms planning for the year ahead, understanding the drivers and knowing the risks that concern insurers may help soften the blow and provide better coverage options in the shifting economy. 

What’s driving the hard market 

In a hard market, insurance rates rise as insurers become more risk averse. Some insurers institute stricter underwriting parameters, while others may leave certain markets entirely. An example of this can be found in California where, years ago, many insurers reduced the amount of earthquake coverage they wrote while others stopped providing earthquake insurance entirely. 

For security firms in the U.S., the pandemic, economic uncertainty, rising crime rates and civil unrest in 2020 and 2021 all contributed to the hardening of the security insurance market. One of the primary drivers is large settlements awarded against guard firms. Such settlements, coupled with the risk of active shooter claims, are increasing insurance rates for security firms across the board. 

The security industry saw a respite from active shooter situations throughout 2020 and 2021 due to nationwide lockdowns. However, as lockdowns ended, active shooter concerns began to rise again. For instance, a workplace shooting at a Northern California rail yard in May marked the third such incident in less than two months. In many of these situations, security professionals are often the first line of defense. As such, they face considerable liability.

Another factor driving increased insurance premiums for guard firms is the ongoing trend of asking guards to perform work that is not only outside of their regular duties, but also exposes them to increased risk. For years security guards have been asked to provide additional services such as hospital patient transfer and even janitorial services. The pandemic exacerbated this trend as guards found themselves performing temperature, mask, and vaccination checks. In places such as Los Angeles County, where vaccine mandates are strongly enforced, guards will likely continue to be asked to provide additional services for the foreseeable future. 

If these services are not included in a security firm’s contract and the guard, or those involved with the guard’s actions, are in any way harmed, lack of insurance coverage for those services could expose the firm to considerable liability, as some insurance policies will exclude operations not disclosed to the insurance company.

Additional factors contributing to the hard market include a global increase in the cost of doing business and late claims reporting. The later a claim is reported, the more time sensitive it becomes and the more costly it is to settle. 

Choosing clients carefully

One of the biggest concerns for insurers when it comes to underwriting the security industry are the types of clients taken on by the firm. Security firms that take on clients considered high-risk are seen as having an increased exposure. Clients that fall into the high-risk category are typically those with more public exposure, including sport and concerts venues, shopping malls, and clients that are prone to criminal activity, such as certain medical dispensaries, subsidized housing and payday lenders. 

In addition to paying higher insurance rates, security firms that cater to high-risk clientele might also find it more difficult to get coverage. Some markets are also reducing coverage and introducing exclusions for certain client types such as low-income housing, special events or places serving liquor. 

While the hard market presents challenges to finding affordable and consistent insurance coverage, security firms can take steps to lower their risk exposure. Doing so can contribute to either better costs or access to limited coverage.

What you can do to soften the blow 

Poor contractual language can open the door to security firms assuming responsibility — and potential liability — for actions over which they have no control.  Reviewing contracts to ensure they are clear and transparent can help firms ensure they only accept liability for their own wrongdoing or negligence. Security firms should provide clients with contract language that has been both drafted and approved by the firm’s attorney, as well as reviewed by their insurance provider. Doing so can limit liability when a claim is made and help control the cost of those claims, thus making those security firms more appealing to insurers. 

Another way security firms can reduce the impact of a hard market is by reporting incidents as soon as they happen, even if the security officer is not considered responsible for the incident in question. Through timely reporting, security firms can provide the insurance company with the necessary information to get ahead of the claim and lessen the potential liability from long-tail claims (those that typically carry a long settlement period, high settlement amounts and a lengthy court case) and put themselves in a more defensible position. 

Finally, serving clients with lower risk profiles, such as office buildings, government contracts and industrial clients will lower a security firm’s risk profile. In most cases, insurers view such low risk more favorably because they tend to have a better loss experience. 

As the economy shifts and the need for private security expands, it is more important than ever for security firms to better understand and mitigate liability risks where they can. To accomplish this goal, security firms should work with their insurance partner to better understand their coverage and their potential exposure. This can find greater stability during uncertain times. 

About Tory Brownyard

Brownyard, CPCU, is president of Brownyard Group, an insurance program administrator with specialty programs for select industry groups. In addition to his responsibilities as president, he currently spearheads the Brownguard® security guard insurance program.

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Kate

The Californian 2021 Q3 – IMPROVING CONTRACT MANAGEMENT FOR BETTER BUSINESS STRATEGY

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IMPROVING CONTRACT MANAGEMENT FOR BETTER BUSINESS STRATEGY

Brandy Tomasek, TEAM Software, CALSAGA Network Partner

 

As a leader of a security company, managing your contract updates can become an incredibly daunting task, especially given today’s ever-changing environment. Not only are customers requesting more from your business in terms of the services you provide, but you’re also being required to monitor your service delivery to meet new and specific compliance standards. As contract management becomes more complicated, you’re simultaneously being asked to provide more visibility to your customers through business data and proof of service — a process multiplied by each dispersed job site spelled out in your contract agreements. 

As contract management evolves, one thing is clear. Your business strategy needs to evolve as well, namely in finding a way to leverage your technology so it’s working for you, not against you. Managing a contract across multiple platforms — or worse, through only paper-and-pencil processes — is tricky, messy and ultimately a drain on your resources. Even with regular communication to and from the field, you’re more likely to end up with answers that don’t line up across systems, discrepancies in how information is processed and assigned, and a loss of customer business. It’s important to use technology specifically designed for the needs of the security industry to counteract these dangers and better manage your contracts. 

Trainings, Licensures and Breaks

With your contracts, it’s important to make sure you have officers with the correct qualifications fulfilling the requirements of any given job, and that you’re providing fair and equitable hours whenever possible. Employees need to be onboarded thoroughly and appropriately with ongoing training and licensure requirements accurately tracked, so when a job does require specific certifications, you can fill those service-level agreement needs appropriately. When your officers are on duty, a holistic workforce management solution can monitor time worked against necessary compliance regulations, ensuring you accurately track time, including meal or rest breaks. This is especially important for instances when meal or rest breaks could theoretically be attributed to a different week due to how shift schedules fall, mistakenly resulting in more overtime expenses on your payroll. Without a software solution working to provide accurately, timely data to produce outputs, you’re relying on human subjectivity to manage minute details where error can result in headaches and liabilities for your company to handle down the road.  

Scheduling and Your Bottom Line

As a service contractor, labor costs are one of the biggest expenses narrowing your profit margins. Seemingly harmless scheduling gaffes, like an officer coming in early or staying late, can quickly add up in expenses your company is on the hook for but that you ultimately can’t bill to your customer. By eliminating manual processes from the scheduling equation, you can more accurately manage shift punches and rule out any de minimis time by setting up configurable default time and attendance settings. From a contract standpoint, this helps with cost attribution, while minimizing any back-office reconciliation work before payroll is due. Plus, a tool that monitors open posts, offers positions to employees and schedules based on compliance requirements (guard licensing, driver’s license, weapons permit, CPR training, etc.) ensures you’re still able to identify gaps in coverage, prevent pre-scheduled overtime and receive notifications if an officer doesn’t clock in for a shift. 

Communicating to Field-Based Officers

Manual back-and-forth communications can get the job done, but a software solution that provides communication to and from the field helps provide visibility to your security officers, supervisors and management. System notifications help identify things like gaps in coverage for contracts and better manage compliance requirements via messaging solutions. Plus, the ability to notify employees of open posts via push notification and SMS texting helps shorten the lead time of filling gaps in coverage and ensuring contract management. By tracking all communications within one system, executives have peace of mind — and a paper trail to refer to when reviewing contract fulfillment or queries from customers. 

The possibilities of software built specifically for the needs of the security industry are endless. Take advantage of tools that work for you to help manage your contracts. 

 

Brandy Tomasek joined TEAM Software in 2016. She’s a part of the Professional Services team, working as a Sr. Business Consultant. Prior to joining TEAM, Brandy earned a Bachelor’s degree in Management and Marketing, as well as her MBA in Organizational Leadership. Brandy’s professional experience spans a range of disciplines from management and leadership, to training and accounting. In her free time, Brandy enjoys spending time with her family, training their puppy and DIY everything.

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Aley Moyer

The Californian 2021 Q2 – WOMEN AND THE SECURITY OFFICER INDUSTRY

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WOMEN AND THE SECURITY OFFICER INDUSTRY

Debbie Howlett, TrackTik, Network Partner

The year was 1945, and equality between men and women was a core tenet in the United Nations Charter. Seventy-five years later, women and girls still live in a world of gender inequality. 2020 marked the 20th anniversary of Security Council Resolution 1325 (UNSCR 1325) on Women, Peace, and Security, yet the gender gap remains wide. While the past decades have seen some significant progress for women and girls, change has been inconsistent and uneven. “At the current rate of change, the global gender gap will not close for another 100 years. Change is coming at a pace that is too slow for the women and girls whose lives depend on it,” the Secretary-General warned. 

The gender gap, of course, is not unique to the security industry. Even though the calendar may say 2021, there are many professions still unnecessarily gendered in the public’s opinion, with security officer industry being one of them. Today, it is still perceived as man’s work.

In the security officer industry, however, the gender gap is clearly visible. At present in the US, only 25% of security officers are female and the other 75% of security officers are men. The gap is wider in the UK, where the Security Industry Authority (which is the regulator of the UK’s private security industry) recently released data on the demographics which make up their license holders (as of March 2021). According to statistics, only 10.2% of SIA license holders are female and while the remaining 89.2% of license holders are male. 

According to ISTA (the International Security Training Academy), there are several misconceptions about security officers that may be holding women back from pursuing a career in the security industry. Thanks to Hollywood, security officers are often portrayed in one of two ways: They are either gun-toting, macho mustachioed men racing through parking garages in the dead of night, or they are lazy, unskilled mall cops like Paul Blart, Mall Cop. But Hollywood isn’t real life and the reality is that security officers play a key role in protecting people, property, and communities. During the ongoing pandemic, we have all come to rely on security officers to keep us safe, and the sight of a security officer outside a grocery store, a pharmacy, or an office building fills us with a sense of security. 

Dispelling the myths

  • Myth #1: All security officers are men

Simply not true. While at present, men do take up the majority of available roles in the security officer industry, women are slowly starting to step up and take on valuable roles thanks to their covert presence, calm demeanor, and their ability to empathize with the general public, whose nerves are at all-time high right now. 

  • Myth #2: Security officers need to be built like bodybuilders

In some scenarios, size does matter, such as in roles as bouncers outside pubs and bars, or in situations where a security officer is needed to control a sizable crowd. But there are plenty of other opportunities for women in control rooms, corporate security, areas of loss prevention, and more. 

  • Myth #3: Most of the available work is for late nights and weekends

Right now, while many opportunities in the late-night entertainment and overnight travel industries are on hold, there are still many security positions available in retail stores, government agencies, office buildings, schools, banks, and other locations. A lot of this work is also performed during a typical day, though the need for security officers is typically 24/7.

  • Myth #4: Security work is too dangerous for women

This myth is a huge misconception. What makes security work dangerous is improper training or not equipping your officers with the techniques and communication skills to diffuse potentially difficult situations. Security officers are hired to protect properties, public spaces, residential complexes, and educational institutions. Not typically known for being high-risk areas.

How to inspire change in the security officer industry

The topic of Sexism and Security was a recent Thought Leadership Webinar sponsored by the OSPAs, Perpetuity Research, and TECAs. The panel discussion confirmed that research in the security sector shows that women suffer from different forms of sexism in the security officer industry, with behavior, attitudes, and language just a few examples. According to a recent survey, 64% of female officers have experienced bullying, sexual harassment, and gender-based violence while working in a security role. 

But sexism is not just a women’s issue to be solved by women. Although women don’t talk about it, they do experience it every day. And while there are more women in security than ever before, we need to encourage women to pursue careers in the officer industry by including women in leadership roles. But sometimes, encouraging women is not enough. Women are at least as competent as men, if not more. Still, if the industry wants more women to join their ranks, they need to create support structures and tailor security and mentorship programs directly for women and encourage them to pursue leadership roles. 

Anyone who claims that men make better security officers than women completely misunderstands the role of the modern security officer. The industry has evolved beyond physical characteristics like strength and towering height, and qualities such as communication, empathy, and industry knowledge are critical to present-day security sectors and sought after by employers.

There are also many situations where there is a real need for women security officers. Female spaces, for example, require a female security officer as some women may feel uncomfortable with male officers entering areas like washrooms, changing rooms, or performing pat-downs and searches for which women security officers are required. Finally, female security officers are often seen as less intimidating to other women and children.

Change can be challenging, but it’s possible with training, awareness, and conversation. On April 20, 2021, Saudi Arabia stationed female security officers at Mecca’s Grand Mosque for the first time in history. The decision to station the female officers is a part of the Saudi Crown Prince Mohammed Bin Salman Al Saud’s ‘Saudi Vision 2030’ strategic framework reform.  According to political analyst Ali Shihabi, A Saudi female security officer in Makkah supervising pilgrims. Amazing change for Saudi society!

Women need to be encouraged to join a security officer industry committed to diversity and inclusion. There are numerous opportunities for women in security, but this needs to be recognized and championed by the leadership at the top. Education is critical and acknowledging the lack of women in the industry is the first step towards a stronger, more diverse security workforce. 

Resources for Women: 

SIA: Women in Security Forum Committee

ASIS: Women in Security Community

Women in Safety Excellence Common Interest Group 

Debbie Howlett
TrackTik

Debbie is an experienced writer with a demonstrated history of working in the security industry. She is based in Montreal, Canada, with TrackTik—a dynamic and cutting-edge tech company that sells cloud-based security workforce management software.

debbie.howlett@tracktik.com
Twitter: @TrackTik 

 

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Aley Moyer

The Californian 2021 Q2 – WHAT HAS CHANGED FOREVER

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WHAT HAS CHANGED FOREVER

Tony Unfried, CSA360

Over the last 13 months, everyone likely became very wary of hearing the phrase “The New Normal.”  As the world has opened up and the vaccine has started to roll out, the changes we have all experienced haven’t gone away.  The reliance on new and old technology being implemented in the security industry continues to grow.  Looking back on what we have all done, and forging ahead into the future, we can now ask, “What has changed forever in the security industry?”

The Need for Security

The need for security and visitor management systems at a facility has increased. A drastic increase in certain crimes and a global pandemic has intensified the need for physical security even if the facility is empty. The role of a security team and their use of technology became more important than ever with them being tasked with running temperature checks, enforcing masks, and still social distancing. Even in neighborhoods, the increased amount of security surveillance was needed more than ever. What has changed forever though is now we have to monitor empty schools with physical or remote cameras, but still communicate with boots on the ground.

Non-contact

Public health became a new concern for the security industry due to the padmenic. We had a new role of making sure everyone was following social distancing guidelines, wearing masks, and even prescreening all people who enter a building. We now have to consider how to pandemic-proof a facility for the foreseeable future. It is our job to assure that all workers feel safe even from microscopic threats. 

 Technology
2020 was the year we were forced to adapt. Security guards are essential workers and while most of the US was in quarantine we were on-site securing and monitoring the world. We turned to technology to find a way to make sure security teams were in contact with as few people as possible and finding ways to automate as many processes as possible with technology. The use of visitor management pre-screen and temperature checking kiosks is rising at an exponential rate.
 Facial recognition became more common for managing control in big facilities like warehouses and large business buildings. It can be used to grant access into different areas contactless getting rid of biometric readers and keypads which is a possible breeding ground for viruses. 

Security teams are looking to their current software to provide them, even more, use manage facilities.  Paperless incident reports, guard tour checkpoints, push notifications, and contactless visitor management has helped teams adapt to these trying times. Being able to be happening in real-time with your team, your schedule, and the visitors in your facilities gives your team the ability to adapt and be prepared.  This new invasion is what has changed forever.

Tony Unfried, CEO of CSA360, holds a master’s degree in Public Affairs and Criminal Justice from Indiana University, where he graduated with honors. While enrolled in his master’s program, Tony worked for The TJX Companies, Inc., leading the region in loss prevention and moving the company toward technology use in Security. Tony went on to join the most significant security company in Indiana, managing more than 500 employees and 50 sites, including the Indiana Convention Center, Bankers Life Fieldhouse, and Ruoff Home Mortgage Music Center. Seeing a noticeable gap in technology use in the physical security sector, Tony created his first security software application, launched at the Super Bowl in 2012, and recognized twice for Excellence in Mobile Technology by Techpoint. Tony has also spoken on Tech in Physical Security on panels with ASIS and IAVM.

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Aley Moyer

The Californian 2021 Q2 – WOTC: IS IT WORTH THE WORK?

WOTC: IS IT WORTH THE WORK?

Jeff Davis, TEAM Software General Manager & Director of Business, CALSAGA Network Partner

Manual screening and submission processes are usually tedious, even if they save you money. Industry-specific software can help you claim budget-saving tax credits easier and faster.

As a security company, it’s likely that labor costs are a significant hit to your annual budget. And, in the labor-intensive security industry, it’s not like you can make drastic cuts to curb labor costs and still maintain your service quality and retain your clients. While all of this may be true, it’s also true that there are tactics you can employ to save money on your bottom line, including leveraging the Work Opportunity Tax Credit (WOTC) program to offset your labor costs. 

WOTC in a Nutshell

If you’re unfamiliar with WOTC, here’s the long and short of it: WOTC is a U.S. federal tax credit designed to promote the hiring of individuals from certain groups who have faced significant barriers to employment. When an individual from a qualifying group is hired, the employer can claim a federal tax credit against the employee’s paid wages, effectively lowering your company’s taxable income so you’re paying fewer taxes and ultimately saving more money.

But, is it worth the effort? 

The answer is a resounding yes. With around 20-30% of employees being eligible for WOTC, there’s a high potential for earned credits your company could be taking advantage of. Let’s say, for example, that your company employs 250 guards. At a standard industry 100% turnover rate, it is estimated you could be seeing tax credit savings up to $40,000, as you can qualify for up to $9,600 in tax credit per eligible hire. 

The effort — made easy. 

Once you know the benefits, you want to simplify the process of claiming those credits as much as possible. It’s a process that can be labor-intensive, especially if you have to manually collect and collate data from multiple tracking systems. Integrated technology solutions help by:

  • Logging your new hire in your software system.
  • Automatically screening new hires.
  • Submitting your payroll data. 
  • Collecting your tax credits. 

As an added bonus, applicant tracking and onboarding solutions can directly embed WOTC into your onboarding process, eliminating the need to send links to employees altogether and automatically screening 100% of your new-hires for eligibility. While these solutions aren’t technically required when claiming tax credits, they can help do the legwork for you, so you can claim your credits faster. Either way, the potential of earned credits you could be missing out on is worth the steps it takes to identify eligible employees and file their information appropriately. 

Remember, it’s important to do your own research, and consult your own legal and tax advisors when necessary, too. For more information on the WOTC tax credit, visit the United States Department of Labor WOTC page. For an estimate on just how much your company could be saving through tax credits like these, test out our calculator tool at teamsoftware.com/wotc-roi-calculator. 

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Aley Moyer

The Californian 2021 Q1 – WHY YOUR SECURITY COMPANY SHOULD BE TAKING ADVANTAGE OF WOTC FILING

WHY YOUR SECURITY COMPANY SHOULD BE TAKING ADVANTAGE OF WOTC FILING

Jeff Davis, TEAM Software, CALSAGA Network Partner

Understanding the Work Opportunity Tax Credit and how to apply it to your business could mean significant savings on your labor costs. 

When labor is your top expense, like it is in the contract security industry, anythisng you can do to control those that costs is going to have a positive impact on your bottom line. Even though your labor costs may increase, you can’t just increase prices for your customers when they can easily find another service provider willing to charge less. One way to help offset labor costs is through the Work Opportunity Tax Credit (WOTC) program.

WOTC is a U.S. federal tax credit designed to promote the hiring of individuals from certain groups who have faced significant barriers to employment. When an employer hires a qualifying employee who meets WOTC criteria, they can claim a federal tax credit against the employee’s paid wages. According to the Department of Labor, over two million WOTC certifications were issued in 2019.

While it may sound simple, there is a learning curve to understanding all the complexities of the program. Here is a quick overview to help you get started with WOTC.

Which of Your Hires are Eligible?

The first step to understanding WOTC is having a basic understanding of who’s eligible for the program. Under WOTC guidelines outlined by the IRS, qualified groups include:

  • Qualified veterans
  • Ex-felons
  • Qualified long-term unemployment recipients
  • Supplemental Nutrition Assistance Program (SNAP) recipients
  • Qualified IV-A recipients
  • Designated Community Residents (DCR)
  • Vocational Rehabilitation Referrals
  • Summer Youth Employees
  • Supplemental Security Income (SSI) recipients
  • Long-term family assistance recipients

Specifically looking at qualified veterans, that includes individuals who meet specific unemployment criteria including but not limited to being unemployed for at least four weeks prior to being hired;, being a service-connected disabled veteran; and being a member of a family who receives assistance under the Supplemental Nutrition Assistance Program (SNAP).

Potential Savings to Your Security Company

According to the Employment Development Department of California, depending on the target group eligibility of the person hired, wages and the number of hours worked, WOTC allows businesses to claim tax credits up to $9,600 of qualified wages per eligible employee, which can be deducted from taxable income. WOTC is especially beneficial for security contract companies due to the number of veterans who pursue a career in the security industry after they’re done serving in the military. As of 2020, over 1.5 million veterans live in California alone. WOTC is also particularly helpful for companies with high employee turnover and new hire rates. Because you can file a claim for any eligible new hire who works at least 120 hours, employers that are continually bringing on new employees can use WOTC to help offset onboarding and recruiting costs. 

How Do I Set Up WOTC Filing for My Company? 

In order to claim WOTC for eligible employees, you must file certification request applications with the state workforce agencies within 28 calendar days of the new hire’s start date. You can find specific submission instructions on California’s workforce agency website. Navigating the WOTC process, especially if you’ve never filed before, can seem daunting. It’s important to verify all steps of the process are followed correctly and to partner with companies that can simplify the process if you don’t have the ability to do it in-house. And, if you use a security industry-specific ERP as your one source of record, you already have all the information you need in one place.

TEAM Software is dedicated to ensuring our software solutions meet the ever-changing needs of our customers. We’re also continually working to bring you relevant content to help you manage your business better by taking advantage of programs like WOTC. While we’re committed to keeping you informed, it’s important to do your own research, and consult your own legal and tax advisors when necessary, too. For more information on the WOTC tax credit, visit the United States Department of Labor WOTC page.

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Aley Moyer

The Californian 2020 Q4 – HOW TO WIN IN-HOUSE CONTRACTS AS A PRIVATE SECURITY COMPANY

HOW TO WIN IN-HOUSE CONTRACTS AS A PRIVATE SECURITY COMPANY 

Chris Anderson, Industry Expert, Thinkcurity, Silvertrac, Network Partner

For a long time, the contract security industry has faced fierce competition. A limited number of large companies dominate the market and hundreds of other security guard businesses battle for what’s left of the contracts. 

2020 is no different. The top 5 security guard companies account for $17.1 billion of the $28 billion contract security market. For every other security company, staying on top of trends is critical for success in the industry. 

Robert Perry’s white paper on the U.S. Contract Security Industry is one of the best resources to follow these trends. One opportunity in the security industry that the paper talks about is contract security companies winning contracts with businesses that currently use in-house security. 

There is an estimated $15 billion in potential revenue from converting in-house security to contract security. But many security guard companies are not moving on this opportunity. 

This article will look at 3 advantages of contract security over in-house security. You can work these advantages into your sales strategy to win more contracts with these businesses. 

  1. Cheaper Security Costs 
  2. More Experience & Training 
  3. Security Technology 

If you want more information on this topic and other trends in the security industry, you can watch the on-demand Thinkcurity Virtual Physical Security Summit. Robert Perry, the Day 1 keynote speaker, reviewed the 2020 white paper as well as how to have long-term success in the contract security industry. 

  1.  Cheaper Security Costs

If you run your own security business, you know that business owners are constantly thinking about their bottom line. One of the biggest advantages for a company to use contract security services, instead of keeping it in-house, is that it is much cheaper. 

In-house security requires a business to cover all kinds of extra costs like recruiting, onboarding, training, insurance, and benefits. Hiring 1 employee costs an employer an average of around $4,000, and healthcare benefits can be as much as 9% of employer costs per employee. 

Contract security is often sold as one flat, hourly guard rate. Not only are you providing the security guard and paying their salary, you also cover all of the associated costs with maintaining the roster, working them into that flat, hourly rate. 

When a company hires security officers in-house, they need to be extra careful when they decide to change their roster size. As a contract security provider, you can easily increase or decrease coverage for a client as needed. 

Lastly, contract security companies can more easily offer additional security services. Take mobile patrols for example. An in-house team would have to invest in the vehicle itself, any extra training or licensing, and other costs. 

As a contract security provider, you either already have mobile patrol teams in place or can more easily subcontract a company that offers mobile patrols. Plus, since you are spreading the cost across your entire business, it keeps the rates lower for a client, making them even more likely to give you the contract. 

More Experience & Training

Highlighting the experience and training your security guards have is one of the best cases you can make to win a contract from a company currently using an in-house team. Of course the first step is making sure that your guards and supervisors are properly trained. 

Thinkcurity is a great resource for general knowledge like training security supervisors to be true leaders. On top of that, training that is backed up with certifications is very helpful. Organizations like CALSAGA and ASIS can provide your officers with certified training that will look great to any potential client. 

When you have experienced officers, you will stand out in the industry and will be in a good position to win contracts – even without being the lowest bid. If you trust the quality of service provided by the officers you employ, you can wow a potential client even further by showing the steps you take to have high accountability and transparency in your operation. 

Experience means more than just the amount of years each one of your security guards has worked in the industry. Your experience as an owner is a huge value add to a company whose focus is not on security services. 

Because of this, if you’re looking to win over in-house contracts, start with businesses that are in industries or require services that you have the most experience in. Your resume as a security service provider in the specific areas they need help with will be a very convincing argument even before you get to talking about your rates. 

Security Technology

Technology is becoming more and more important to the private security industry every year. 

Depending on the size of your security company and what kind of services you offer, there is a wide range of security technology and software solutions you can use to improve operations. 

Regardless of size, every guard company should have some level of security incident reporting software. Small operations need at least a simple software to collect good data from the field and keep track of guards during guard tours. 

Larger security companies probably will require more sophisticated security software. Command center (GSOC) and visitor management features are key to handling larger contracts with more specific needs. 

Artificial intelligence (AI) technology is becoming more popular in security – especially with tools like AI integrations with remote guarding. 

Whatever security technology you have incorporated into your business can give you an advantage when trying to win over an in-house security contract. Already having technology that’s worked into your guard rate is likely to be appealing to a potential client. 

Closing

With all of the competition in the private security industry, keeping your eyes open for new opportunities is critical to growth and long-term success for your security company. If you are interested in going after in-house security contracts, these 3 advantages should absolutely be highlighted during the proposal process. 

Still want more hands-on advice? Make sure to watch the on-demand Virtual Physical Security Summit and tune-in to Robert Perry’s keynote speech on long-term success in the security industry. 

Chris is the Founder of Silvertrac Software and has been working in the security industry for more than 25 years. He enjoys working with our clients everyday to help them grow their businesses and really enjoy what they are doing. Chris currently lives and works in Seal Beach, CA.

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Kate

The Californian 2020 Q3 – 7 DE-ESCALATION TIPS FOR PRIVATE SECURITY

7 DE-ESCALATION TIPS FOR PRIVATE SECURITY

Chris Anderson, Silvertrac Software, CALSAGA Network Partner

Keeping people and property protected is the most important service that private security provides.

In any tense situation where there’s potential for violence, de-escalation needs to be the priority, not just one of many options. To make sure this happens, your entire security operation needs to be on the same page about how to respond to and de-escalate tense situations.

This article will cover some basic strategies your security guards can use to keep tense situations calm and prevent violence or injury.

  1. Escalation Warning Signs
  2. Steps to De-Escalation
  3. What Not to Do in Threatening Situations

Once you start implementing these strategies in your operation, training your officers on them should be the highest priority. Well-trained guards, supervisors, and managers will be able to better execute de-escalation strategies.

Escalation Warning Signs

In the private security industry, there’s a good chance your security guards will be in potentially dangerous situations. That’s why having strong situational awareness is incredibly important.

Here are some of the most common warning signs that a person might escalate a situation in the field:

  • Direct threats
  • Bragging about previous violent encounters
  • Yelling
  • Extensive profanity
  • Violating security guard’s personal space
  • Finger pointing
  • Heavy breathing/flaring nostrils
  • Making fists

 

These are the most obvious signs that a situation could escalate. But there are less obvious signs that are just as common:

  • Higher tone of voice
  • Laughter at odd/inappropriate times
  • Refusing to make eye contact
  • Tensing body

Making sure that your security guards who work in the field are aware of these warning signs. It will make dealing with dangerous situations that much easier.

7 Steps to De-Escalate Situations

Staying calm in a potentially threatening or dangerous situation is a lot easier said than done. It’s completely normal for security guards to want to fight fire with fire and stand their ground.

But this is only going to make the situation worse. If a guard responds aggressively, the person they’re dealing with will want to respond even more aggressively back.

These 7 steps will help any security operation be better equipped to handle sticky situations and keep everyone safe.

1. Prepare

Having a plan for your security teams to follow in threatening situations has a lot of benefits. Following a plan can minimize mistakes, give officers confidence, and keep them calm. Using past situations to help develop your plans will make them even better

Things to consider in these plans include knowing when to call for backup, when using physical force should be considered, and how to communicate. Once you have a solid plan in place, make sure all security officers are trained well to implement that plan.

2. Understand

Whether a security officer is trying to remove a homeless loiterer, a violent criminal, or an aggressive soccer mom, it’s important to look past the person’s actions. Looking at everyone as people first – even in tense situations – will make them feel like someone actually wants to help them.

If anything an officer says or does comes off as judgmental, the person they are trying to calm down will see the situation as a struggle instead of an attempt to find a solution. If the officer’s goal is to keep everyone calm, escalation is a lot less likely.

3. Listen

The #1 rule for listening is to not interrupt. But it’s more than just letting an angry person rant and yell. People need to feel like they’re actually being heard. Security guards dealing with an angry person should practice active listening.

Maintaining eye contact will keep guards focused and show the person that someone is paying attention to them.

Repeating what they say back to them makes sure the security guard knows what the person is trying to say, not just guessing.

4. Communicate

Communication is not just about the words you say. Studies show that communication is only 7% verbal. The rest comes down to how things are said and body language.

Your security guards need to pay attention to every aspect of how they communicate. Doing things like keeping a calm tone of voice or standing further back will communicate that the security guard is not a threat and wants to help.

When asking questions, giving people plenty of time to respond can make a huge difference. Not only will the security guard be practicing patience and keeping calm, the problem person won’t feel rushed.

5. Collaborate

Even the most aggressive or threatening person is more likely to respond better when they feel like someone is genuinely trying to help them. Again, an officer’s main priority should be peacefully resolving the situation, not using force.

Using phrases like “let’s figure out how we can fix this problem together” shows that the officer is willing to work with the person. Asking questions to better understand why the person is mad in the first place can help the officer come up with the best solution.

Offering solutions to the problem based on what the person has said shows the security officer is actually trying to help or mitigate  the situation.

6. Document

Documenting a problem interaction can make all the difference. If the situation turns violent, having documentation can help later on in potential lawsuits or interactions with law enforcement.

Using a guard management software like Silvertrac will allow security guards to record audio, take notes, and take pictures to make sure the entire story gets told.

To keep the situation calm, it’s always best to ask or inform the problem person that they will be recorded. If they start to escalate in response, taking notes and/or making sure backup is nearby are good alternatives.

7. Debrief

Talking about tense situations as a team is super important. Getting feedback from guards in the field can help update and improve de-escalation preparedness in the future.

This is a great time to get more buy-in from your security guards since they will get to play a part in developing strategy.

What Not To Do

Knowing what not to do in potentially threatening situations is also important. Here are a few tips of things to avoid when dealing with an escalating situation.

  • Don’t make false promises. Promises, in general, are probably better to avoid.
  • Don’t interrupt. This is so important it’s in here twice. Interruption is one of the quickest ways to start escalating an already tense situation.
  • Don’t make any type of threat. Again, the goal is to resolve the situation without violence. Threats make that less likely.
  • Don’t show visible frustration. The problem person will respond better to an already calm security officer.
  • Don’t say stereotypical lines like “calm down” or “just breathe.” These phrases can actually cause a negative response and make the situation worse.

One Last Word

These are great tips for trying to keep situations calm and people safe. But we know this won’t prevent every bad situation from getting out of hand.

Violent and tense situations are inevitable in the private security industry. Having a good grasp on every strategy and option will help security teams have the best response in any situation. Knowing how to respond appropriately will keep your security guards safe and your clients happy.

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