Aley Moyer

The Californian 2021 Q2 – LEVERAGING TECHNOLOGY FOR A MORE FLEXIBLE, EMPOWERED AND ENGAGED WORKFORCE OF OFFICERS

LEVERAGING TECHNOLOGY FOR A MORE FLEXIBLE, EMPOWERED AND ENGAGED WORKFORCE OF OFFICERS

Jody Stier, TEAM Software Sales Engineer, Network Partner

A younger workforce of officers may be leading to shifting practices, beginning with flexible scheduling. 

It’s no big secret that the security industry workforce largely consists of a younger workforce. In fact, Generation Y employees, or millennials, make up nearly half of the security industry labor force, even though labor trends over the past several years have shown, statistically speaking, millennials’ retention rates are lower than those categorized in older demographics. And, in an industry already prone to high turnover volume, improving your retention rates could be the secret to helping lessen expensive labor costs related to hiring and training in what can sometimes feel like a continuously revolving door. 

Flexible scheduling as a retention tool

So, what could entice a younger officer to remain at any one business for a given period? One answer is flexibility. The workforce — no matter the industries — is putting a higher value in company benefits like work-life balance. According to a recent study by Deloitte, surveyed millennials state a growing desire to stay at their place of work for five or more years, with the even younger Generation Z workforces’ desire to move jobs experiencing a downtick as well. One reason behind the change of mind? Employers are addressing values like work-life balance to attract and retain the people it needs.

What does that mean for you as a security company? Some common tactics, like remote working options, just aren’t an option when it comes to physical security. That’s where thinking outside the box with workforce management technology can play a part. Look at scheduling, for example. Flexibility in scheduling software is one way to address work-life balance. Self-scheduling through a feature like a mobile job board can improve employee engagement, lend itself to retention improvement and even reduce high-cost activities like overtime. The tool works by empowering officers to offer their shifts to others without needing to involve a scheduler or supervisor. Others can then pick up the open extra work, keeping shifts filled and closing any gaps without needing to go back-and-forth with a manager. Compliance requirements are considered by configurable criteria that can be set up to ensure only qualified employees can fill certain shifts. The flexibility to swap shifts depending on what works best for the officer at any given moment is a huge step in the right direction in terms of employee engagement. 

Changing the way scheduling is structured

In other instances, we’ve heard of security companies using a self-scheduling feature to pilot programs that take it one step further and strategically leaving a small percentage of the global work schedule unfilled. By hiring a subset of officers with the agreement they set their own schedules by autonomously filling open shifts, rather than having a set schedule as a starting point altogether, they’re approaching retention from a whole new angle. Even if an officer leaves the company, they could still technically remain in the company system in this self-scheduling program. It’s a win-win, as the company in question doesn’t lose out on their investment into hiring, training and onboarding the officer, and the officer has a flexible avenue for extra income. Plus, if they ever chose to return to work full time, their employee records are pre-existing, streamlining the re-hire process. It’s a tool that benefits any generation of the workforce, but as younger generations are already accustomed to leveraging technology in their everyday lives, it can especially be leveraged when retaining those officers. 

Integrated technology for officer benefit

This is also where integration shows its value in software. A tool like self-scheduling, which is also mobile-friendly for even more flexibility, operates within an employee self-service hub. That hub provides your officers with information, tools and resources that allow them to do their job better and more independently by accessing information like paystubs, benefits and personal information for themselves, while dually housing HR policies, personal protective equipment guidelines, work site orders and compliance requirements. Through mobile applications, all of this is available at an officer’s fingertips no matter when or where they’re working.

For more information on retention and labor trends in the security industry, and to read more about how a one security company is leveraging self-scheduling as a retention tool, visit teamsoftware.com/californian. 

Jody Stier joined TEAM Software in 2010 and currently works as a Sales Engineer responsible for actively driving and managing the technology evolution of TEAM’s sales process. She does this while working with product and sales teams to interpret customer requirements and deliver quality solutions. Jody has spent her career advocating for customers and providing top-notch support through her product knowledge and customer focused strengths. Jody is a level VI Pragmatic Marketer and a certified Product Manager.

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Aley Moyer

The Californian 2021 Q2 – SECURITY OFFICER TRAINING: THE TOP 8 TRENDS TO FOCUS ON IN 2021

SECURITY OFFICER TRAINING: THE TOP 8 TRENDS TO FOCUS ON IN 2021

Chris Anderson, Silvertrac, CALSAGA Network Partner

In the physical security industry it’s really easy to neglect training your security guards. It can be expensive and time consuming. But the benefits of security training are much higher than its potential costs.

Well-trained guards give you a reason to increase your bill rates. Better training means less problems, which means happier clients. And when you invest in your security officers, it can be a morale booster and a turnover reducer.

Even if you already know you need to train your security teams, it can be really hard to decide what training is worth cutting into your razor thin margins. These 8 security training areas are looking to be the most popular into 2021 and beyond.

  1. Compliance
  2. Cybersecurity
  3. Access Control
  4. Reporting Technology
  5. Remote Security
  6. Risk Management & Response
  7. Customer Service
  8. De-escalation & Communication

Considering these 8 areas first will be a good step forward as you look to build out your security guard training programs for 2021. Stay tuned for more content from Thinkcurity to get free advice, training, and resources in some of these areas throughout the year.

  1. Compliance

Compliance in the physical security industry can create giant headaches for guard companies. It seems like every year there is a new law or regulation that makes running your company more costly or more difficult.

Knowing and training your security guards on new standards can save you lots of time and money in the long run from fines, lawsuits, and other litigation. BSIS continues to set the nationwide standards and offers great training programs for you and your officers. But you should always make sure to check new compliance laws in your specific state(s).

One specific compliance issue that has cropped up in the past few months is security guard break meal break violations in California. Knowing how to keep your guards compliant in this area can save your company hundreds if not thousands of dollars in the long run.

  1. Cybersecurity

In every industry, cybersecurity training is becoming more and more important. It’s no different for physical security.

At the very least, your security guards and supervisors will likely use smartphones and computers for incident reporting and administrative tasks. Without knowing what to look for, they can become easy targets for phishing and malware attacks.

Putting your teams through basic cybersecurity training can save your business money and headaches. SANS and Udemy both offer great introductory cybersecurity classes both in-person and online and have a range of pricing options.

  1. Access Control

Access control has become one of the hottest topics in the physical security industry over the past few years. After all of the events of 2020, it’s becoming even more important.

There is so much technology associated with access control systems that it can be hard to figure out what exactly you and your security guards need to be trained on. Talking with your clients and understanding their specific needs is a good place to start.

Based on your client conversations, you will probably want to consider having at least one access control expert in your private security company. If you don’t have that expert now, Security CEU offers a 6-part Access Control Specialist course series for just $125 that you or one of your supervisors can take.

  1. Guard Management Software

In 2021, it’s pretty much a given that every private security company needs some kind of guard management software. But even if your company uses software, making sure security guards are trained on how to use it effectively is extremely important for you and themselves.

When your security guards know how to properly use reporting software, you get better data to inform your strategy and decision making. Your guards also get to effectively prove their hard work.

  1. Remote Monitoring

Like access control, remote monitoring technologies are becoming more popular every year. It makes sense for a lot of security clients and companies. Remote monitoring includes 2 main areas: video surveillance and global security operations centers (GSOC).

Video surveillance itself has become split into old-fashioned CCTV cameras and newer IP cameras that rely on an internet connection. IP cameras bring along things like NDAA compliance that you should be familiar with if you’re going down that route. 

If you are planning on going after any cannabis security contracts, you and your guards will likely want to be knowledgeable on video surveillance options.

Global security operation centers (GSOC) take remote incident management to the next level. They make incident response, situational awareness, and resource allocation much easier. If you run a larger security operation, you should definitely have guards and supervisors who are well-educated on managing a Command Center or GSOC.

  1. Incident Management & Response

The private security industry hasn’t had enough focus on effective incident management and response. Many security companies run into the problem of being reactive to incidents and risks instead of proactive.

A great step to solving this problem is to implement standard operating procedures (SOPs). These SOPs make job expectations clear to your security guards.

Many incident management & response plans will be designed to meet a client’s needs and the specific risks associated with their property. Putting yourself and your officers through security risk assessment training will provide a great foundation for building better incident management and response plans.

  1. Customer Service

Private security services can be looked at as a customer service-oriented industry. Many security guards will have to interact with patrons of your clients’ businesses.

Having a customer service mindset will hopefully help your guards to make a positive impression on those patrons, which looks good on your company. Encouraging your security guards to be customer service oriented will also help to fight against the negative stereotypes about the private security industry as a whole.

You can read this article from Silvertrac on customer service in private security for more information on the topic.

  1. Communication & De-escalation

All of the events of 2020 brought the topic of communication and de-escalation to the forefront of global news. But in the physical security industry, these two things have been important for a long time.

Training security guards how to communicate will not only help your company run more smoothly, but it can help prevent difficult and potentially dangerous situations from happening in the field. These tactical communication techniques are a great starting point.

When situations do start to get out of hand, training guards on de-escalation techniques can help keep themselves and everyone else in a situation safe.

Closing

Even though spending extra money isn’t ever security company owners’ first thought, investing in training for your security guards is a great investment that adds value to your security services and shows the guards that you believe in them.

Stay tuned for more great content from Thinkcurity that will help you take you and your private security company to the next level.

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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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 – AB 685

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AB 685

Shaun Kelly, Tolman & Wiker, Preferred Broker

Happy New Year to Everyone,

Hope everyone is doing well considering the changes we have all had to endure personally and professionally as the result of COVID 19.

More change is coming in 2021 and we want to share with you information regarding AB 685 that was signed into law by Governor Newsom. It feels like the requirements for reporting COVID claims overlap and always fall on the back of the employer, and they do. Personally, it is difficult to stay up on all of the requirements and navigate through them all. The COVID-19 incident rates remain high in California and we are being required (AB 685) to provide written notifications to all employees and employers of subcontractors that may have been exposed to COVID-19. Besides the new notification rules, the new law also includes enhanced temporary CAL/OSHA authority.

Linked below are an overview of AB 685 and sample notification letters. Please note that the template letters should be reviewed by your legal counsel and modified for your business.

 How employers go about implementing the requirements of AB 685 is the responsibility of each employer. Our effort is to inform and make you aware of the new law. If you happen to receive a letter from one of your clients notifying you that as their subcontractor, they are notifying you that your employees may have been exposed to COVID-19. This brief overview will allow you to understand why your client sent you the letter (See Notice to Subcontractors).

 Please let us know if you have any questions and please be safe out there.

AB 685 Overview

AB 685 COVID Union Notice

AB 685 COVID Employee Notice Template

Shaun Kelly joined Tolman & Wiker Insurance Services in 2005.  He specializes in all lines of property and casualty insurance for industries including contract security firms, agriculture, construction, oil and gas. Shaun received a BS in Business Administration with a major in Finance from California State University in Fresno, California. He is an active member of several industry associations, including the Association CALSAGA, the Kern County Builders Exchange and the Independent Insurance Agents of Kern County. Shaun can be reached at 661-616-4700 or skelly@tolmanandwiker.com.

 

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Aley Moyer

The Californian 2021 Q1 – HOW TO STREAMLINE YOUR SECURITY COMPANY’S PROCESSES WITH SCHEDULING SOFTWARE

HOW TO STREAMLINE YOUR SECURITY COMPANY’S PROCESSES WITH SCHEDULING SOFTWARE

Jody Stier, TEAM Software Sales Engineer, Network Partner

Integrating your scheduling and payroll processes enhances your operational efficiency, directly benefits employees and preserves thin profit margins. 

It’s no surprise to anyone who manages a contract security company that overseeing a distributed workforce is not only complicated, but also costly. You have multiple teams spread out across multiple sites, and you’re busy staying on top of shifting expectations, requirements and regulations. Every overtime hour clocked by one of your guards eats into your already thin margins since service level agreements (SLAs) often prevent you from passing overtime and excess payroll costs onto your clients. And even when you can pass on that cost, doing so can negatively impact your customer’s satisfaction with you as a service provider

One thing that can have a noticeable impact on your bottom line while allowing you to elevate the customer experience is using an industry-specific security company scheduling software. Here are three ways the right technology can improve the efficiency and effectiveness of your guard scheduling.

Integrate Scheduling with Payroll
When managing things like multiple data sources, paper timekeeping and other manual processes, it’s easy to make mistakes and not always know it. One of the surest ways to reduce errors that could be costing you time and money is to move your scheduling and payroll processes to one integrated system. With a single source of data, scheduling is handled more effectively, and the information needed to process payroll accurately is already in the system. Streamlining has the potential to cut your payroll processing time by 90%, saving you significant amounts of money and time. 

Reduce Overtime and Implement Repeatable Processes

You may not know one of your guards is clocking in overtime hours until it’s too late. By using a single, digital source for scheduling and payroll, you’re able to improve visibility over your company’s scheduling habits and identify overtime, as well as over-budget jobs. Implementing easily repeatable procedures also goes a long way in reducing the workload for your managers back-office workers, freeing up their time to focus on completing revenue-generating activities and improving service delivery to your customers, instead of spending time on manual and labor some processes. 

Keep Employees Informed with Predictive Scheduling

Predictive scheduling is a growing topic of concern for contract security companies. While not a law in the state of California, predictive scheduling bills are frequently introduced. Although none have yet to pass in the state, some individual cities have laws requiring employers to provide their hourly employees with guaranteed work and predictable schedules. In addition to avoiding fines, making sure your workforce is properly informed of scheduling changes is necessary for your guards to know where they need to be and when to deliver on SLAs, even as the schedule evolves.. Easily accessible scheduling software via a mobile app ensures your hourly workers can see their schedules anytime, from anywhere, well in advance of their scheduled shifts, and they can confirm and acknowledge any scheduling changes as they happen. 

Now, more than ever, finding ways to enhance your business’s efficiency through streamlined processes is necessary to controlling the things you can. That’s why having one scheduling solution that seamlessly connects to your accounting and financial system means the potential for big impacts across your entire business. For more tools and tips on efficient and effective scheduling, review our security company scheduling software resource suite.

 

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Aley Moyer

The Californian 2021 Q1 – PHYGITAL EXPERIENCES IN THE SECURITY INDUSTRY

PHYGITAL EXPERIENCES IN THE SECURITY INDUSTRY

Tony Unfried, CSA360

The security industry has been changing at a rapid pace. New technologies are appearing daily and 2020 was the year to adapt to change or become extinct. One newly accepted but not a real new experience we are having in the Security industry is Phygital. What is phygital? Pronounced  like fidge- ital, Phygital is the blending of the best parts of digital and physical experiences to create the best customer experience.  This has been around for years, but 2020 has made it much more obvious and brought us even new necessities.

With what 2020 brought to us, we have a new way of operating. Many people have installed kiosks to handle visitors and check them into buildings while other people have used thermal imaging to effectively monitor guest and employee temperature from a safe distance. RFID cards and mobile apps for entry and pre-screening are becoming commonplace. These phygital experiences help guests and employees feel safer as they are practicing social distancing and that presence of extra technology can provide an added feeling of security.
Using programs like text and push notification that allow your clients and guests to communicate with your team while an incident is occurring provides your clients and guests with the means to have a say in the environments in which they live, work, and play. It is a phygital experience  combined with the right technology that can help create a better experience for everyone and allow your team to effectively deal and be prepared for any threat or situation.

Phygital doesn’t just affect your guests, it can also affect your team. How can you use Phygital experiences to your advantage? Almost everyone has a smartphone these days. While some workplaces see them as a curse, you can use them to your advantage. Security software has become a very useful tool for making your team more accountable and prepared for anything. Using push notifications you can send live notifications to alert your team of a threat or issue at specific facilities or to even notify them of an open shift. This can help streamline communication in your facilities and save you time and money with the new efficiencies.

Another phygital experience that can help is e-learning for training. It is important to keep Security Officers prepared for any occasion. Requiring quick training on a regular basis will assure your security team is in the know. Using e-learning softwares, you can allow your staff to train from any device and learn and refine their physical protocols.
 The world is changing faster than ever and it’s time to start thinking of ways YOU can implement these phygital experiences. With phygital services, you can create more efficient experiences for everyone. By looking into new technologies such as security softwares it can help create the ideal experience for everyone. 

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 Q1 – LONE WORKERS: STAYING CALM IN THE EYE OF THE STORM

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LONE WORKERS: STAYING CALM IN THE EYE OF THE STORM

Debbie Howlett, TrackTik, Network Partner

With tensions at an all-time high right now, it’s important to ensure that our frontline security officers remain as calm, cool, and collected as possible during these difficult and trying times. One of the best ways a security company can ensure the safety of their security teams, and especially lone workers, is to equip them with the very best tools to support and protect them. Ensuring the safety and well-being of your security officers also confirms your commitment that as a security company you are complying with your health and safety obligations towards your security personnel. 

California, like many states across the U.S., is under a statewide order issued by California’s governor requiring people to wear face coverings while entering most indoor settings to prevent the spread of the coronavirus. But across the U.S., face masks have become a topic of hot debate, with some parts of the population flat-out refusing to wear masks while others argue that masks could save lives. 

Flashpoints

As a result, there have been several instances of violence against security officers for enforcing safety policies across the country. 

In Flint, Michigan, a security officer was fatally shot after telling a customer to wear a state-mandated face mask. The officer was simply doing his job by upholding the governor’s executive order related to the Covid-19 pandemic for the safety of store employees and customers.  

In Chicago, two sisters were charged with attempted murder after they attacked a security officer in a shoe store who told them to wear face masks and use hand sanitizer. 

Another security officer, this time in Van Nuys, California, walked away from a fight with a broken arm after two men refused to wear masks inside a Target store.

Risky Work Environments

As more major U.S. retailers require their customers to wear face masks, store employees are often being confronted by unreasonable and sometimes violent customers who refuse to comply with the mask mandates. In August, Stuart Appelbaum, president of the Retail, Wholesale and Department Store Union, asked companies to hire security staff to enforce a store’s mask policy instead of burdening employees with the task. “Employees should not be expected to put their safety and their life on the line for the employer. That’s an unreasonable expectation,” Appelbaum said. 

However, security experts are also encouraging security officers to adopt calm, non-confrontational tones when speaking with customers about wearing a face mask. Instead of saying “You need to wear a face mask,” experts suggest using phrases like “This business has a policy requiring face masks? Are you able to get a face mask?” At the end of the day though, if a confrontation ensues, security officers, like store employees, should always escalate risky situations to law enforcement. 

Lone Work Safety

In the past, security companies were forced to rely on paper reports and check-ins via radio to know what was going on during an officer’s shift. Not anymore. Lone worker systems ensure that you are always aware of where your security officers are. These systems – which include GPS tracking and other key features – were designed to ensure that your workers are always safe and secure. 

Here are a few technologies that could save a security officer’s life: 

  • Instant Incident Reporting & Video Recording

Modern lone worker systems allow for your security officers to take video footage and photos in real-time at the location of an incident, while also sending instant alerts to the office support staff that something is amiss. Video recording (sometimes referred to as “Watch Mode”) can also improve lone worker safety by providing officers with the ability to record interventions and other potentially dangerous situations they may encounter during a shift. For example, let’s say that one of your security officers encounters an intruder while on patrol. Rather than attempting to describe the suspect afterwards, they can instead activate Watch Mode to capture a clear image of the perpetrator. This not only helps law enforcement take proper action, but it can also protect your officer against legal concerns if there is a dispute surrounding the incident. 

  • GPS Tracking 

One of the most frequently highlighted features of lone worker systems is GPS tracking, which allows you to keep tabs on a security officer’s location at all times. Many lone worker systems take things a step further with the implementation of geofencing systems and other alarm features. By establishing geofence boundaries for a particular site, you will automatically be notified if an officer strayed outside their assigned area. This allows you to check in on your officer and make sure everything is okay.

  • Checkpoints

Checkpoints along your security officer’s route also make it easier to track their progress and safety. Lone worker systems can send automatic notifications when an officer reaches a checkpoint, or when they fail to show up on time. This allows you to become aware of a potential incident, even if your officer hasn’t called in to report a problem. 

  • Panic Button

For situations when your officer is in serious trouble, the inclusion of a panic button ensures that your officer can send an immediate alert to your office team. A list of emergency contacts – individuals security officers can call in the event of an 

emergency – should also be available to lone workers. Your site-dedicated emergency contact can then take swift action to call emergency services and get the necessary support to your officer. Being able to respond quickly to this type of notification could very well save a security officer’s life.

By providing a reliable method of monitoring your security officers during their shift, lone worker systems provide a better approach to safety while also promoting overall peace of mind. This ensures that your officers receive the protection and support they need when dispatched to new sites or locations where face mask policies and other safety protocols are in place and need to be enforced.

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.

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Aley Moyer

The Californian 2021 Q1 – WHO AND WHAT ARE YOU PROTECTING? CONTRACTS AND SECURITY RISK MANAGEMENT

WHO AND WHAT ARE YOU PROTECTING? CONTRACTS AND SECURITY RISK MANAGEMENT

Tory Brownyard, Brownyard Group

This time last year, I wrote about how security insurance was entering a hard market, in which underwriting guidelines become stricter and insurance premiums rise. At the time, I never suspected that a tragic, once-in-a-lifetime pandemic would outweigh or complicate all industry trends and predictions. However, many of those very trends have reinforced the importance of tried-and-true risk management practices, particularly contracts.

Over the past year, the security industry, like all industries, has had to react and respond to the coronavirus pandemic. Security officers were tasked with responsibilities typically reserved for police officers or medical personnel (i.e., crowd control, COVID-19 screenings). As a result, private security is in demand.

When business is expanding, it can be tempting to skim through contracts or quickly sign one provided by the client. Often the contingencies against which contracts are meant to protect seem abstract or distant. However, from a risk management perspective, they can do the very practical work of clarifying roles, transferring risk and mitigating liabilities. 

Security firms and their clients can define post orders for guards in contracts, which is particularly important as guards are asked to take on new roles due to the pandemic or social unrest. For example, the contract can clearly state that the guard is responsible to protect the client’s property and the client, but not shared parking lots or third parties. Many claims against guard firms stem from violent acts on a client’s premise, and security firms can be held liable for alleged negligence or inadequate protection even if the incident involves people or property the firm did not anticipate protecting. In the absence of specific post orders, a security firm may have assumed the duty to protect any people or against any incidents on the premises. 

In short, contracts may help limit liability by clearly stating who and what guards are responsible for protecting. Language about the scope of work can also protect the security firm; rather than saying that guards will eliminate risks, contracts can say that they will reduce certain risks. Though it is not legally binding, marketing and advertising language may also create an expectation in clients. Some firms promise their services provide “total protection from harm,” which may lead clients to expect that guards can prevent all violent incidents, vandalism, theft, etc.

Indemnification clauses play a significant role is determining liability when an incident occurs. An indemnification clause “holds harmless” one contract party (i.e., the client) in specific types of incidents that result from negligence or errors by the other contract party (i.e., the security officer). This shifts financial responsibility for a claim from the client to the security firm and their insurer.

In contracts, indemnification can be broad or limited. Limited indemnification can protect a security firm against assuming all liability for incidents that may be partially or wholly due to the client’s negligence; it holds the security firm responsible for incidents that are, put simply, the fault of guards. Broad indemnification language would hold the security firm solely responsible for any incident covered by insurance, whether or not the client was also negligent. In extreme circumstances where a security firm is held responsible for an incident due solely to a client’s negligence, the firm’s insurance may deny the claim.

Clients’ contracts may also include a “waiver of subrogation.” This language means one party (the security firm) has agreed to waive its rights of recovery against the other party (the client) for the second party’s negligence. This prevents your insurance company from recovering losses from the other party in the event of a claim. This can increase insurance costs, as some insurers require additional coverage for contracts that include a waiver of subrogation.

From a risk management perspective, a contract best-case scenario has a few characteristics.  Contracts in which clients agree to limited indemnification can help protect the financial interests of a security firm, as can contracts without a waiver of subrogation. In addition, the contract should include language specifying the scope of the security firm’s responsibilities and language that excludes third-party beneficiaries. Finally, the contract can state that the client is responsible for securing their own general liability and property coverage; the contract with the guard firm is not a replacement for insurance.

Negotiating contract language can be particularly challenging with large clients who often have their lawyers provide contracts that fully indemnify the client against any incidents related to guards’ duties. However, my stance is that it is worth asking for revisions. At the least, security firms can seek to be held harmless (indemnified) against damages from incidents resulting from the client’s negligence. 

Some security firms choose to sign contracts with broad language because they want to win a big contract that can help their business expand. For others, assuming the risk may not be worth it. No matter what, I often recommend security firms work with a lawyer to create a standard contract with language and terms that adequately protect them.

Risk management is exactly that — management, not elimination, of risk. Over the past decade, the security industry has experienced a slew of large settlements against security firms. It is not just the risk of a claim, but the size of potential claims, that we should be taking into consideration. A phenomenon known as “social inflation” has been driving up the cost of claims as juries award larger and larger settlements. We cannot control these broad social and legal trends, but we can manage business-level risks.

The security industry stepped up to protect people and businesses during the pandemic and political unrest of 2020. That quick response is a testament to the strength of the industry, but it can create situations where security firms become responsible for risks they did not foresee. That’s why contracts and insurance are there — to protect you so you can focus on your mission.

Tory Brownyard, CPCU, is President of Brownyard Group (www.brownyard.com), 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. Tory is a highly regarded subject matter expert in the field of Security Insurance and has contributed to industry publications such as Security Magazine and has been featured regularly in leading insurance publications. He can be contacted at TBrownyard@brownyard.com.

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Aley Moyer

The Californian 2021 Q1 – COVID-19? ?SECURITY? ?RISKS? ?AND? ? SAFETY? ?PRECAUTIONS? ?SECURITY? ? OFFICERS? ?NEED? ?TO? ?KNOW?

COVID-19 SECURITY RISKS AND SAFETY PRECAUTIONS SECURITY OFFICERS NEED TO KNOW

Armand Adkins, GuardsLink

2020 will forever be remembered in history as the year a pandemic forced the world to pause.  As we have reached the development of a vaccine, reports from health organizations worldwide predicted the elevated infection levels we are seeing as we enter into the new year. This means that COVID-19 will continue to heighten not only health and life risks globally, but also business and property risks. Since protecting life and properties from risks are the fundamental duties of security officers, that means they are the ones in the front line of defense. In this article, we will discuss the security risks security officers need to know about COVID-19, and steps to take as security companies and individual security officers.. 

Security Risks To Beware

Protective Gear

The respiratory virus is one that spreads through contact. For this reason, governments have mandated anyone intending to go out in public to wear some form of protective gear covering their mouth and nose. In a bid to comply, everyone is now going around with a mask, gloves, and other identity obscuring wearables, which makes it difficult to correctly identify an individual when necessary.

The use of face coverings create two immediate issues for security officers.  First is the issue of identification.  Instead of being able to see the entire face of someone being observed, security officers will need to rely more on what was once a more second level means of direct identification.  Examples of the new normal where faces are covered include, but is not limited to: clothing (whether distinctive or by color), height, tattoos, people they are with, and any identifying jewelry or technology.  Observation skills need to broaden and security must be prepared for descriptions that are more inclusion of second tier identifiers. 

Cybersecurity

We are in the era of remote working, which has been accelerated by the pandemic. Virtually everything has been moved online, including workers as well as customers. Because workers are using their own computers at home, they do not have the trusted security their office once provided, leaving them vulnerable to cyber-attacks. This is where awareness and education become essential. As the saying goes, cybersecurity is only as strong as the weakest link. A simple phishing email opened by an unsuspecting staff member could result in monetary and reputation loss running into millions of dollars; hence, an incident that could have been easily avoided if everyone was well educated.

The key to administrative operations taking place remotely is heightened communication.  We can now reach out to our colleagues in a number of almost immediate ways: call, text, chat, email, and/or walkie-talkie apps or devices.  Accordingly, if a communication does not sound “normal” to your organization, employees should be strongly encouraged to verify using a second method of communication since we may not be able to pop by someone’s desk at this time to confirm face-to-face.  We all know normal co-worker requests that don’t require verification, but when something confidential or access-based is requested, be on the safe side.  

Updated Protocols

At the beginning of last year, no one could have predicted or envisioned that the world would stand still. Most existing protocols were not equipped to handle a pandemic. In most organizations, these old protocols introduced during an employee’s orientation are what security officers are still adhering to. With the disruptions caused by the pandemic, most operations and protocols now have fundamental changes, which security officers need to be aware of. Their up to date knowledge needs to be updated through continuous training, whether online or offline. New information is being released everyday.

Training is one of the most important protocol changes that security officers and security companies have had to adjust for with the pandemic.  Training is still required to be timely and proper to obtain and maintain a compliant guard card, and it’s still the employer’s responsibility to track that their security officers are on the path to be sufficiently trained and store relevant training certificates.  That said, it has become logistically so much harder in an environment where on-site training is impacted by COVID-19 and people are remote from their administrative headquarters to meet compliance with old training practices.

Online training and tracking platforms on the market, such as GuardsLink, can address the need to modernize how training is performed and monitored to make the taking of training easier and affordable, while improving the administrative experience in keeping a well-trained and compliant workforce.  While not all training can be done online, such as firearms or baton training, many companies during COVID-19 have shifted their training, where possible, to a distance learning model that have realized administrative advantages as well.

With all company policies and procedures, sometimes it takes an event like the pandemic to revisit our systems to see if there is a newer or better way to perform the same tasks.  Much like Zoom, keep your eyes out for business solutions that may have been adopted because of COVID-19 that will now have a positive place moving forward in our businesses.

COVID-19 Safety Precautions 

At the battle frontline in the war against COVID-19 are medical professionals and security officers, in their collaboration for the protection of both life and properties. But who then, is protecting these selfless people. Below are some COVID-19 safety precautions for security guards to help minimize the occupational risks of exposure.

It is strongly recommended that the following information be addressed with your security officers to the point of it becoming second nature.  Moreover, it would be best practice to post this information is a highly visible area within your organization so that the standards and expectations of your company is understood by the security personnel you employ.

Frequent Hand Washing 

Hand washing is one of the most common COVID-19 safety precautions, even though many still do not know how it should be done properly nor do they know the effective frequency of when it should be done. As a safety precaution, security officers should develop the habit of frequently washing their hands at least every two hours. There is also a right way to wash hands: scrub thoroughly- including the back of hands- using soap, for no less than 20 seconds under running water.

Avoid Touching Your Face 

The coronavirus enters the body once it comes in contact with body fluids. Our mouth, eyes, and nose are easy entry points, especially when touched with unwashed or unsanitized hands. There is also a right way to sanitize your hands. First is to ensure you use a sanitizer with over 60% alcohol content. The second is to rub your hands together until they are dry.

Social Distancing 

Limit physical contact as much as possible, especially with known infected persons. There is also the right distance for social distancing: at least 6 feet between one person and another.  Security officers can project their presence while still respecting distances for a great majority of their responsibilities.

Even where security officers have been notified of a new policy of maintaining social distancing, marking the 6 feet distance is a better implementation.  Marking such areas in front of security stations will ensure that the security officers and those approaching the security stations will clearly understand where to stand while interacting so as to take realistic and rational precautions to protect both sides of the interactions.

PPE Kits 

Security officers are usually kitted for protection, regardless of whether they are armed or unarmed security officers. With the pandemic still ongoing, the personal protection equipment of security officers needs to be updated and optimized to handle COVID-19 issues. There are also the right elements for a PPE, which include safety glasses/goggles, FDA-approved surgical masks, disposable coveralls and disposable nitrile gloves.  It is important to use the precautions and coverings that make the most sense for the health of your security officers, while remaining effective in the field.

Final Thoughts

We need to stay the course and be smart and safe.  Even though COVID-19 has tried our patience and impacted our lives for nearly a year – and even though vaccines are beginning to be rolled out nationwide – now is not the time to lower our guards and be lax or to think that the pandemic can no longer harm our businesses or security officers.

Instead of hoping the pandemic just goes away, take the time needed to think through your procedures and systems to determine if there is a better way, whether that’s your internal or external communications, training, or operational systems.  Use the pandemic to kickstart that process.

That light at the end of the tunnel is getting brighter – by safe and successful during the final phases of COVID-19 and all the rest of 2021.

Armand Adkins is CEO of GuardsLink, a provider of best-in-class systems to support physical security companies.  With 26 years of legal, compliance and operational experience, Armand leads a dynamic company that delivers two unique services to address the training and hiring needs of security companies

The GuardsLink platform (GuardsLink.com) is an end-to-end solution to give security companies the ability to provide their employees branded online training that is both affordable and quality, and includes an integrated system to monitor and manage guard training and certificates. 

SecurityHires (SecurityHires.com) is a security industry focused job board designed and built using cutting edge technology to assist in all the hiring requirements of security companies seeking qualified security officers.  

Those looking for an intuitive and robust training solution implemented at no cost and includes a revenue sharing model, or more information regarding the benefits of the industry specific job board, should contact Armand at info@GuardsLink.com or call (888) 360-9373 ext 1006.

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Aley Moyer

The Californian 2021 Q1 – HOW EVERY SECURITY COMPANY CAN GROW THROUGH ADDING NEW SERVICES

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HOW EVERY SECURITY COMPANY CAN GROW THROUGH ADDING NEW SERVICES

Chris Anderson, Thinkcurity, Silvertrac, CALSAGA Network Partner

No matter what stage a private security company is in, growth is a primary goal. The simple answer to growth is winning more contracts. But that is never as simple as it sounds.

There are a lot of methods to secure more contracts as a security provider and it’s helpful to consider them. But one of the most effective ways is to diversify the security services that you offer.

It’s clear that security services are not one-size-fits all. Potential clients will be looking for services that fit their specific wants and needs. So how do you add services to your operation that will win you more bids so you can grow year after year?

  1. Know what security services are in high demand
  2. Learn how to effectively add services based on your current size

If you read this article and still want more resources, check out the day 2 keynote speech from the Virtual Physical Security Summit. Steve Vitale talks all about how to incorporate new security services into your operation.

Types of Security Services to Add

Knowing what specific services potential clients want will help a lot as you start to consider which services you should add to your operation. For example, 2020 changed the physical security industry dramatically and many security clients want things like remote guarding services or security guards trained in de-escalation tactics.

With that in mind, take a look at these 5 services that show big potential for growth in the industry.

  1. Security Risk Assessments

Risk assessments are a service that every security company should offer no matter what size or stage they are because they affect the rest of your service offerings.

When you do a risk assessment, you will be able to see what specific security needs a current or potential client has and how you can address them with the services you provide. Risk assessments can also tell you what services you might need to add to your business.

An initial assessment and property walk won’t tell you everything you need to know about a new property. Steve Vitale – an expert in this area – recommends doing 30, 60, and 90-day risk assessment check-ins with every new client.

  1. Off-Duty Officers

Off-duty police officers, retired police officers, and veterans are great assets to any physical security company. These are people with tons of experience and training – especially in skills like de-escalation and tactical communication.

Police officers and veterans also allow you to justify higher bill rates (just keep in mind you usually have to pay them more, too). Clients tend to feel better about having experienced, highly trained security officers on the job and are willing to pay for it.

  1. Security Technology

The world runs on information and your clients are no different. Offering security technology as part of your services provides you and your client with more information which means better decision making.

If you don’t have any physical security technologies, guard tour software is a great place to start. It will allow you and your supervisors to see what’s going on in your business and the data it collects will show clients that they are getting what they paid for.

For larger security companies, having a global security operations center (GSOC) will help you collect even more data that will help you use resources efficiently and make better decisions.

  1. Mobile Patrol

Mobile patrols have become more and more popular over the years. They give you an opportunity to win contracts with clients who might not be able to afford a standing guard but still want a small amount of security coverage at their property.

The key to a successful mobile patrol is good private security fleet management. This includes things like managing your mobile patrol costs and knowing what the best vehicles are for private security.

  1. Remote Monitoring

Remote monitoring is a security service that is being requested more and more for reasons similar to mobile patrols. It is great for clients because it usually costs less, and it is great for security businesses because they can pay one officer to patrol multiple locations at once.

Plus, implementing remote monitoring systems has gotten much easier over the years as technology has gotten cheaper and things like artificial intelligence have become more readily available.

How to Effectively Add New Security Services

Adding services is one of the best ways to win new contracts from clients who are looking for those services. Not to mention it’s a great way to grow contracts with existing clients. Use these tips to make sure that you know how to add new services to your company in the most effective way – even if you’re small.

  1. Self Evaluation

If you’re just starting out as a security company, you might only offer standing guards. You might even be the one on site!

Before adding your next service, there are a couple of questions you need to ask yourself:

  • What does our company have the resources to offer?
  • What services do our current and prospective clients need?

Without the right resources, you will quickly find yourself in over your head. Don’t forget resources include personnel.

Make sure you aren’t straining your supervisors by giving them too much to manage. And when you add a new service, make sure you have well-trained employees that can implement it.

  1. Affiliate Service Partners

A great solution for small security companies looking to add new services is to partner with other security companies that already offer those services – especially companies that specialize in the specific services you’re looking to add.

The key here is to make sure any security company you do partner with aligns with your culture, values, and standards. Don’t settle for a company just because they offer the services you need.

If you need help finding companies to partner with, check in with your local and regional security associations, chamber of commerce, or even LinkedIn.

  1. Technology

While security technology can be viewed as part of your services, you can also use it to add new services easier.

Using technology in your security business is one of the most efficient ways to manage the entire operation at scale. As you grow, your security technology should do the heavy lifting for you and allow you to oversee every part of the business.

Security technology will also provide you with data you need during the self-evaluation process. Data from your GSOC and summary reports from the field can show you trends that will help you make informed decisions when it is time to change or add the security services you provide.

Closing

If you’re a private security company in growth mode, adding new services is one of the best ways to win new contracts and grow existing ones. When it’s time to add a new service, keep these two tips in mind:

  • Add services that current and potential clients are asking for
  • Be strategic in when and how you add services

If you want more resources, remember to check out this webinar on incorporating new services into your security operation.

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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