Inside the Frontline: An Industry Snapshot

Johann Hauswald, PlixAI, CALSAGA Network Partner

The Gap Between Perceived Risk and Operational Reality

Most industry strategies for frontline safety are built on a worst-case foundation: training for rare assaults, staffing for static shifts, and documenting only major incidents. While well?intentioned, this approach leaves organizations prepared for the exception rather than the rule.

An analysis of more than 10,000 incidents across three major U.S. metropolitan areas, captured through AI?powered body?worn cameras, reveals a different operational reality. Risk is not occasional or isolated – it is continuous, routine, and largely invisible to leadership relying on traditional reporting methods.

This snapshot moves beyond anecdote to provide a data?driven view of frontline operations, uncovering a critical visibility gap between what leadership believes is happening and what frontline teams actually experience each day.

Key Findings

  • The 90% Blind Spot: Organizations that rely on manual incident reporting are effectively blind to over 90% of frontline risk signals. While traditional reports capture roughly 8% of activity, automated AI detection shows that operational friction is ongoing, not episodic.
  • The 80/20 Workload Reality: Frontline teams are not primarily responding to high?severity crime. 83% of daily activity involves routine compliance issues such as trespassing, access disputes, and refusal to comply, while only 17% of incidents escalate into high?severity events.
  • Escalation is Conversational: Violence is rarely spontaneous. Nearly 70% of escalations begin with verbal resistance or authority challenges, creating a measurable pre?escalation window that often goes unaddressed.

THE VISIBILITY GAP: THE 90% BLIND SPOT

Incident detection follows two primary paths: manual reporting and automated, always?on detection. The data shows that manual reporting captures only a small fraction of real?world interactions.

Key Insight

Organizations relying solely on manual reports operate with a 92% visibility gap. Frontline risk is continuous, but legacy reporting tools capture only isolated moments, leaving leadership unaware of the true volume of operational friction.

Operational Takeaway

You cannot manage risk you do not see. Closing the visibility gap requires moving from after?the?fact reporting to continuous workforce intelligence.

THE 80/20 REALITY: FREQUENCY VS SEVERITY

Incident Breakdown

The data reveals that routine compliance issues such as trespassing, loitering, and access disputes account for the majority of frontline activity, while high?severity incidents remain statistically rare.

Operational Takeaway

Operational efficiency is gained by optimizing for the 80% of interactions that occur daily, not just the extremes. Systems and training must support flexibility, communication, and de?escalation as core competencies.

THE ANATOMY OF ESCALATION: LANGUAGE AS AN EARLY WARNING SYSTEM

Behavioral Triggers Across 10,000 incidents

Analysis across thousands of incidents shows that physical aggression is rarely the starting point:

Linguistic Signals

Instead, non?violent verbal cues – resistance, challenges to authority, and refusal to comply – trigger more than 60% of automated alerts.

Key Insight

Escalation is primarily a conversational breakdown, not a spontaneous physical event. Since nearly 70% of escalations stem from non-compliance and verbal disputes, there is almost always a “pre-escalation window” – a clear period of verbal resistance that occurs well before any physical risk materializes.

Operational Takeaway

Treat language as the earliest indicator of risk. Since verbal resistance reliably precedes physical violence, safety strategies should focus on early intervention. Training staff to recognize and de?escalate specific verbal patterns can prevent many of the incidents that later become severe.

OPTIMIZING COVERAGE: ALLOCATING RESOURCES TO PEAK RISK

Daily & Weekly Patterns

Incident volume does not follow a simple day?versus?night pattern. Instead, activity forms a double?peak curve, clustering around late morning (~11:00 AM) and late evening (~11:00 PM). Volume steadily builds throughout the week, peaking on Fridays, when incidents start earlier and persist later than on other weekdays.

Key Insight

Operational risk aligns with social and business cycles, not just darkness. The late-morning spike suggests friction related to business operations and access, while the Friday surge reflects social movement. Crucially, Friday risk is longer, not just higher meaning standard 8-hour shift blocks often leave the “shoulders” of this high-risk window exposed.

Operational Takeaway

Staff for the curve, not the clock. Static shifts often overserve low?risk early?morning hours while underserving critical peak periods. Effective workforce management requires dynamic scheduling that specifically targets the 11:00 AM / 11:00 PM intensity clusters and extends coverage windows for the weekend ramp-up.

CONCLUSION: FROM ACTIVITY TO INSIGHT

The Reality

A full-distribution view of frontline activity reveals a reality that traditional “top incident” summaries miss. The data proves that risk is continuous, not episodic. Escalation is predictable and conversational, not spontaneous. And crucially, the operational load is driven by volume, not rarity.

The Strategic Shift

Organizations can no longer afford to operate based on the small percentage of incidents that get manually reported. Effective risk management requires visibility across the entire interaction lifecycle – from the first verbal refusal to the final report.

Final Takeaway

Moving from reactive reporting to proactive workforce intelligence enables three immediate advantages:

  1. Smarter Staffing: Align coverage with real 11:00 AM / 11:00 PM risk curves.
  2. Effective Training: Focus on the language and behaviors that precede 70% of escalations.
  3. Defensible ROI: Base staffing, technology, and budget decisions on real operational behavior, not worst-case hypotheticals.

For private security organizations, visibility is no longer a nice to have. It is the foundation of safer teams, stronger operations, and sustainable growth.

Johann Hauswald is the Founder and CEO of Plix AI, a startup developing AI-enabled body cameras and safety analytics software for private security and field-operations industries. Plix is backed by Sequoia Capital, Andreessen Horowitz (a16z), and the founders of Samsara and Verkada.

Johann earned his Ph.D. in Computer Engineering from the University of Michigan, where he specialized in AI at the edge and computer vision. Before founding Plix, he was a postdoc at Stanford working on large-scale video analytics and edge inference systems and previously co-founded a venture back AI company building conversational AI systems. His work sits at the intersection of AI, safety, and real-time video intelligence, advancing how organizations detect and respond to incidents in the physical world.

The More Things Change, the More They Stay the Same

Shaun Kelly, The Liberty Company , CALSAGA Preferred Broker

We are excited to announce that our team has changed to a new insurance brokerage firm, the Liberty Company Insurance Brokerage, LLC. As this is a name change for us, we want you to know that our team remains the same. We will continue to provide the same support to CALSAGA and all the Members.

The Liberty Company Insurance Brokerage, LLC operates in all 50 states with over 80 offices nationwide and growing. We are an independently owned full-service insurance broker that handles commercial, personal and employee benefits insurance needs of businesses, non-profits, and individuals for over 30 years. We are establishing a Liberty Security Program Group, in efforts to further support the Security Industry in California and other states.

Our goal is to continue providing Members with Risk Management and Safety resources to reduce claim frequency and severity.  Any broker can go out and get insurance quotes; it is the service after the quotes that really matters. Liberty Company brings additional resources that will assist in creating positive results that reduce costs, improve efficiency and decision making.

There will be more information to come in future articles.

Thank you and look forward to seeing everyone.

Shaun Kelly began his insurance career is 1992 after graduating from California State University, Fresno with a BS in Business Administration with a major in Finance. In searching for a specific industry to specialize in, he recognized that the Security Industry was growing and expected to maintain significant growth for years to come. Since 1992, he has specialized in the security industry and has experienced the changes over the years. He is the Preferred Broker for CALSAGA, California Association of Licensed Security Agencies, Guards & Associates. He is a Partner at Liberty Company Insurance Brokers, LLC. He is proud to serve his clients and the security industry.

The True Cost of Inaccurate Timekeeping (and How to Fix It)

Stephanie Petersen, TEAM Software by WorkWave, CALSAGA Network Partner

If you manage a security guarding company, you know the reality of a distributed workforce: your business happens everywhere but your office. Your teams are out in the field, often working independently at multiple high-stakes job sites. While that flexibility is inherent in the industry, it creates a massive data blind spot if you aren’t careful.

When you can’t see your employees, how do you know — really know — that your timekeeping is accurate?

For many in the security industry, “close enough” has been the standard for too long. But in a world of razor-thin margins and strict compliance regulations, “close enough” is a leak your business can’t afford. Accurate timekeeping is the foundation of your profitability, your compliance strategy and your employee retention.

1. Protecting Your Profit Margins

Labor is almost certainly your largest expense. When timekeeping records are loose, you are likely overpaying for labor without realizing it. Even minor discrepancies — a few minutes here, a rounded-up hour there — compound quickly across hundreds of guards and job sites.

Beyond simple overpayment, accuracy is critical for job costing. You need to know precisely how many hours are spent on specific sites to understand if a contract is actually profitable. Accurate timekeeping ensures you are billing clients for every minute of service delivered, preventing the “missed minutes” that silently eat away at revenue.

2. The Shield of Compliance

Labor laws are unforgiving. You need auditable, precise documentation of hours worked, breaks taken and overtime accrued. If you are relying on manual timesheets, you are leaving yourself open to audits, fines, and legal disputes.

For security contractors, timekeeping serves as a digital audit trail. It provides proof of presence, verifying a guard was at a specific post at a specific time, which significantly reduces your liability if a security incident occurs.

3. Proof of Service Is Your Promise

Your customers want to know they are getting the protection they paid for. Was the lobby guard at their post at 8:00 AM?

Accurate timekeeping acts as proof of service. When you can provide verified data that correlates time punches with GPS or location markers, you give your customers confidence. This visibility protects your reputation and helps you retain contracts in a competitive market.

4. Building Trust with Your Team

Reliable timekeeping ensures fair compensation for every hour worked, which is critical for retention in an industry with high turnover. Furthermore, accurate data helps you avoid burnout. By analyzing true hours worked, you can adjust schedules to prevent employees from overextending themselves.

The Solution: WinTeam Mobile

Capturing data in the field is difficult. Connectivity issues and the risk of “buddy punching” have historically made accuracy a challenge. That is why we are rolling out significant updates to WinTeam Mobile to close the gaps between your field operations and your back office.

  • Offline Punch Capabilities: Capture punch data and GPS locations even without cellular connectivity. The app automatically synchronizes and validates the data once service returns.
  • Kiosk Mode: For sites with large teams, the new multi-user kiosk mode allows rapid clock-ins for multiple workers using a single device. This eliminates the need for expensive, specialized hardware.
  • Biometric Validation: Coming soon, WinTeam Mobile will include optional facial verification. This feature virtually eliminates time theft and buddy punching by confirming the right employee is at the right place at the right time.

Accurate timekeeping is the difference between guessing at your success and engineering it. With TEAM Software by WorkWave, you have the tools to turn time tracking into a competitive advantage.

Ready to see how WinTeam can tighten your operations? Visit TEAM Software online at teamsoftware.com to request a demo today.

Stephanie is a passionate product manager with over a decade of experience shipping complex software. She specializes in owning ERP products for security and janitorial operations, turning chaotic workflows into functional systems designed to perform in the field and deliver measurable impact.

Why Your AI Is Only as Good as Your Data Factory: The Hidden Requirement for Security Operations

David Libesman, TEAM Software by WorkWave, CALSAGA Network Partner

AI is the current buzzword in the security industry. From automated scheduling and predictive guard patrolling to agentic workflows that can flag incidents on their own, the promises are significant. Vendors suggest smarter dispatching, reduced overhead and better client experiences with minimal effort.

However, there is a reality the industry often ignores: AI without a Data Factory is just an expensive experiment.

If your data is fragmented or inconsistent across systems, no AI model will ever deliver the results you expect. In the security industry — where operations change minute-to-minute at different posts — that gap is dangerous. The faster your business moves, the more damage bad or delayed data can do.

The Reality: Why Security AI Fails

Many security companies rush to adopt AI but overlook the foundational layer required to fuel it: a Data Factory that continuously cleans, unifies, and prepares datasets for real-time decision-making.

Common issues security pros encounter include:

  • Data Silos: Guard notes are in one system, billing in another and scheduling in a third. AI cannot reconcile these conflicting sources.
  • Manual Latency: Relying on manual uploads or human-initiated exports leads to multi-day delays that break real-time automation.
  • Dirty Data: Inconsistent job types or incorrect site IDs from the field cause predictive models to degrade quickly.

Trying to run AI on poor data is like trying to navigate an autonomous vehicle down a road of potholes and missing road signs. The technology is advanced, but the environment makes it worthless.

What a Data Factory Actually Does

A true Data Factory is not just a database or a dashboard. It is a live operational layer that:

  1. Automates Ingestion: It pulls every data point across your operations, including payroll, scheduling, and field notes.
  2. Normalizes Records: It ensures that an “incident” or “checkpoint” means the same thing across different regions and supervisors.
  3. Eliminates Human Dependency: It removes the need for manual spreadsheet merging or data extracts.
  4. Streams in Real Time: It ensures data is current so AI agents can act immediately.

Why Security Needs Real-Time Data

Security is a data-volatile industry. Your guards are constantly updating statuses and capturing photos through mobile tools. AI agents built on stale data make the wrong calls: dispatching the wrong guard, missing SLA thresholds or re-routing personnel based on yesterday’s information.

The silent killer of automation is decision latency. If a guard marks a post as “in progress” but the update doesn’t hit the system for 12 hours, the opportunity for AI to optimize your operation has already passed. A Data Factory collapses that gap, ensuring that when reality changes in the field, your systems respond immediately.

Agentic Workflows Demand Clean Data

Modern agentic AI workflows — like automated scheduling or client outreach — rely on immediate signal changes. For example:

  • A guard is running late to a high-priority post.
  • A client cancels a temporary coverage request.
  • Weather or traffic impacts route efficiency for mobile patrols.

If your systems only sync overnight, your AI is operating blind. Without a Data Factory to process input 24/7, you have no real-time intelligence and, consequently, no meaningful automation.

From Missed Opportunity to Competitive Advantage

Once your data is standardized and refreshed automatically, AI becomes a profit center. Predictive patrolling becomes accurate, guard utilization increases, and client churn drops because you are providing proactive communication based on real-time truth.

The transformation isn’t the AI itself but the data readiness behind it. Before you invest in the next “smart” tool, ensure you have the foundation to support it.

Ready to see how a unified data foundation can transform your security business? Visit TEAM Software online to learn more about our business intelligence solution, WavelyticsTM.

David Libesman is a visionary SaaS executive with an entrepreneurial spirit and track record of developing, monetizing and growing data analytics & AI product strategy and business. David is well-versed in driving strong sales through enterprise channels, as well as building, developing and retaining high-performing teams. He aims to bring best of breed AI and analytic capabilities to boost growth and profits for TEAM Software customers through data-driven strategies.

BE PREPARED FOR HIGHER WORKERS’ COMPENSATION INSURANCE RATES

Shaun Kelly, Assured Partners , CALSAGA Preferred Broker

Great seeing everyone at the CALSAGA conference!

I shared some of this information during the conference and thought it would be good to revisit and assist you in mitigating the potential increase in Workers’ Compensation rates that will be coming.

Over the past 4-5 years we have seen rate increases in all lines of coverage, except Workers’ Compensation, which has seen decreases in rates for the past 8 to 10 years, it was only a matter time before the claims costs caught up to the premiums paid. When rates were soft, the only time that you may have experienced a rate increase is if your Workers’ Compensation Experience Modification increased due to claims or a reduction in payroll or there was a significant change in the types of clients you serviced.

Here are some Cost Drivers for the upcoming rate increases:

  • Increasing Medical Cost Development
  • Higher Average Medical Costs
  • Increasing Cumulative Trauma (CT) Claim Frequency
  • Increasing Allocated Loss Adjustment Expense
    • Legal Defense
    • Investigation (Sub-rosa) Costs
    • Additional allocation of payroll to service claims

To assist in Mitigating the expected increase in Workers’ Compensation premiums, please review the following:

  • First, try not to have claims!
  • Report claims immediately
    • To provide medical treatment as soon as possible and return employee back to work
    • To allow claims adjuster to manage the claim without delays
  • Investigate all claims to find the “Root cause”.
    • Supervisor should be responsible to report and investigate claim to prevent similar claims in the future
  • Review “Open” claims quarterly with claims adjuster until closed.
    • Important – “Unit Stat” time is 6 months after your policy expires. At Unit Stat time, claims and payroll are provided by your insurance carriers to the WCIRB to calculate your Workers’ Compensation Experience Modification. This is a very important time to work with the claims adjusters to reduce reserves and/or close claims.
  • Implement a “Return to Work” program and inform your employees and the medical facility of your program works to get employees back to work more expediently.
  • Identify an Occupational Medical Facility in your insurance carriers Medical Provider Network (MPN). Speak with the Medical Facility to make sure they have the save desire to get the employee back to work as soon as possible.
  • KEY – Implement a safety culture where employees are recognizing your Safety Policies & Procedures before they engage in their daily activities. SAFETY FIRST!

If you have any questions or if we can be of assistance, please do not hesitate to call.

Take care.

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 Shaun.Kelly@assuredpartners.com

On October 1st, eligible licenses issued by the BSIS will increase by 10%. BSIS – Notice of Fee Increases 

The association has received questions from members about why the association has not objected to these increases. To address those concerns, we need to provide some history and context on the issue.

The fees that are going into effect now were actually implemented by SB 547 which was passed in 2017.

The BSIS is funded by the Private Security Services fund and does not receive funds allocated through the state budget. A report published by the BSIS stated that prior to the introduction of this legislation, licensing fees had not been increased in 15 years. It was determined that due to inflation a 30% increase in fees was necessary in order to keep the bureau solvent. The legislation also granted the bureau the future ability to increase the fees an additional 10% via the Rulemaking Process. The increase going into effect now is the 10% that was authorized by SB 547 in 2017.

In 2017, the CALSAGA Board of Directors accepted the report from CPS HR Consulting which demonstrating the necessity of these increases. Currently, the association maintains a positive working relationship with the leadership of the BSIS in our ongoing efforts to represent our members. Should future increases be proposed, the CALSAGA Board of Directors will provide feedback to the BSIS with our members’ interests in mind.

If you have any questions, please reach out to CALSAGA Association Manager Kate Wallace at kate@calsaga.org.

Parts of California are expected to receive some of the hottest temperatures of the summer this week. Below is a roundup of resources to help you to be in compliance and to protect your employees.

Remembering Keith Oringer

Aley Smidt, CALSAGA Communications Manager

We are saddened to announce the sudden passing of Keith Oringer, Founder and President of Security ProAdvisors. Keith has been a Network Partner of CALSAGA for 2 years & has assisted numerous member companies over the years. He was a well-respected member of the security industry, providing knowledge & services for more than 30 years.

Keith founded Security ProAdvisors in 2015, a leading brokerage, advisory, & consulting firm, where he shared his expertise in increasing the valuation & profitability of many security companies. In 2024, he co-authored Legends of the Security Services Industry: Profiles in Leadership, a testament to his dedication to honoring the pioneers of the field he loved so deeply.

Keith was the beloved husband of Nicole, devoted father of Andrew and Eric, cherished brother of Wendi, and loving uncle to Josie and Maya. Those who knew Keith say he was passionate & dedicated to the industry, a proud father & caring friend. He will be deeply missed by his colleagues, friends, and the industry he helped shape.

Keith Oringer speaking at the CALSAGA 2024 Annual Conference.

 

Cut Turnover and Boost Savings: How Section 125 Can Help Guard Companies Keep Staff, Save on Taxes and Reduce Their Workers Comp Premiums

Rick Knight, Business Link Solutions, CALSAGA Associate Member

According to many industry publications, the security guard industry faces a very high turnover rate, reportedly as high as 300% to 400%. The two main reasons cited are low wages and lack of affordable benefits. This often drives employees to switch jobs, sometimes for as little as a 50-cent per hour increase.

Our specially designed Section 125 plan can help Guard Companies reduce turnover and save costs, leading to increased take-home pay for employees and annual savings on what you pay in FICA payroll taxes and Workers Comp premiums.

In 1978 Congress enacted the Section 125 law that allows American companies the ability to pre-tax employee benefits. This reduces what you pay on your FICA payroll taxes, putting money back in both your company’s and your employees’ pockets. Additionally, every qualified full-time employee will have access to important benefits designed to help them be healthier and with those benefits being pre-taxed, full-time eligible employees will see a net increase in their take-home pay.

On average, guard companies that sign up with this plan save over $500 per employee, per year, and their employees see an average $80-$100 per month pay increase.

We’ve helped over 10,000 companies save on taxes and retain their staff, including a Santa Ana guard company that saves $50,000 in FICA taxes each year, and have significant savings on their Workers Comp premiums.

With our specially designed Section 125 plan you can expect to see:

  • $80-$100 average monthly pay increase for employees
  • Lower Workers’ Compensation fees, due to reduced taxable payroll; the higher your WC rate, the higher the $avings
  • Average $500 per employee, per year in tax savings annually
  • Zero-dollar co-pays on unlimited in-person Doctor Visits, Prescriptions, and Urgent Care
  • Complements, does not replace or interfere with your existing medical plans.

 

Ready to see if our Section 125 can benefit your company?

Call us at 949-519-0022 or email us at rKnight@BusinessLinkSolutions.net to see if you qualify.

Rick Knight

Regional Vice President

Business Link Solutions

Building Strong Alliances for Success and Growth in the Security Industry: Strategies to Develop Your Network

Adelynn Camacho, Guardian Secure Solutions LLC, Associate Member

Success in the security industry often comes down to one key factor: the company you keep. In other words, growth requires networking. But networking is more than just collecting business cards or attending events—it’s about building meaningful, strategic relationships that create mutual value.

For many in the security industry—especially those who are hands-on, “boots on the ground” leaders—stepping away from daily operations to focus on relationship-building can be challenging. But investing time in these strategic alliances is essential for long-term success.

Leveraging the Power of the Network

With so many capable companies in the security space, standing out means doing more than offering great services. It requires tapping into your network to enhance your capabilities and broaden your reach.

So, how do we foster valuable relationships that not only support business growth but also encourage the sharing of insight and innovation?

The key is to focus on mutually beneficial partnership. Consider the value exchange:

A physical security provider might partner with another provider to share referrals, subcontract work, or collaborate on new ideas. Alternatively, a security company could align with an outsourced dispatch service—reducing costs while increasing efficiency and revenue for both parties.

Build Intentionally

Start with the network you already have. Reconnect with peers, evaluate existing relationships, and identify those that may have more potential than you previously realized. The strongest partners are often already in your circle.

Expand by attending industry events—both local and national. At Guardian Secure Solutions, we’ve developed many meaningful connections through CALSAGA meetings and the annual CALSAGA conference. These gatherings have provided invaluable opportunities to share ideas, find support, and explore partnerships. Be sure to budget for these events—they’re an investment in your future.

Make Authentic Connections

When meeting new contacts, clarity is key. Be upfront about your goals and your interest in forming partnerships. Focus your energy on those who share your vision for growth and collaboration.

Authenticity matters. Represent yourself and your company truthfully. This builds trust and attracts like-minded peers who value long-term relationships over transactional ones.

Know and Communicate Your Value

You are the expert in your own business. Clearly communicating the value you bring takes practice, but the best time to start is now. Sharing knowledge and insights helps build credibility and trust, and ensures both parties stay informed about industry trends and best practices.

Think Long-Term

Strategic partnerships can expand your offerings, strengthen your reputation, and open doors to new markets. They’re not just beneficial, they’re essential for sustainable growth in our industry.

At Guardian Secure Solutions, we’ve seen firsthand how strong alliances can shape the future of a business. The relationships we’ve built have become more than just partnerships—they’ve become part of our foundation for success.

Adelynn Camacho is a security professional who has played a wide range of roles within security operations. Her passion is driven by her experience in physical security management and her goal is to find unique solutions for her clients so they can elevate their own businesses.