When property managers hire security guard companies, they have a picture in their mind of what their hired security force will look like, but all too often what they get is not what they envisioned. What we have found is that most security guard companies are capable of providing the service that property managers want, but all too often fail to do so due to a lack of ongoing quality control procedures.
Security guard companies are unlike any vendor a property manager would normally hire. If you hire a painter, you can see whether or not he is doing his job by looking at the walls. But when you hire a security guard company, how often can you see if the guard company is doing their job, which includes running background checks and drug tests, providing good training for their guards, and monitoring and effectively supervise your guards? In most cases, they probably are, but it’s important to have a quality control and verification system in place to ensure that problems associated with not getting these jobs done don’t start to occur.
In this article, we will discuss five (5) easy steps to improve your security guard service and achieve what you envision as your ideal security guard force.
Check the qualifications of your guards
In many states, guards are required to have a specific amount of training before they can start working as security guards. If your state is one of these states, make sure your security guard company meets the requirements.
If you are in a state where there are no state requirements for guard certification, research the type of training your security company provides and ask yourself if this is appropriate for you.
Also, is your security guard company conducting background and drug investigations on all of their guards BEFORE sending them onto your property? If they are, they should provide you with verifications. But because?
Another great way to gauge whether the guard is a good fit for your property is to conduct a short “interview” to get a feel for the guard and explain your expectations. This initial conversation can tell you a lot about what to expect from that guard and gives you the opportunity to request a different guard if you feel it is necessary.
Assess guard training
Although most security guard companies have a very comprehensive orientation that introduces each guard to the company itself, in many cases the guard’s orientation to their assigned property is not as comprehensive. We call the assigned property orientation “Site Specific Training”. Find out what your site-specific training looks like:
• Does it occur on your property?
• Who does the training?
• How long is each new officer trained?
• For how long is the security company doing double banking? (Double banking is the process of having a veteran guard work at the same time as the new guard.)
• How thoroughly are your mail orders explained?
Determine the answer to each of these questions and make sure that they fit with what you think is appropriate. You should even consider attending your security guard company’s orientation and site-specific training to understand what goes into preparing a guard to work on your property.
Review the supervision of your guard
Guard supervision is one of the most important factors in a good security guard service. When security companies provide poor oversight, not enough emphasis is placed on preventing errors, problems, and complaints. The lack of supervision also removes the opportunity for the guard to learn and better understand her role. If the guards are not being supervised, they begin to feel that their job is not important and they begin to see themselves as a minor part of the security team. When guards don’t feel like part of your team, it often leads to unacceptable practices such as unprofessional behavior, tardiness, and even theft.
Depending on your contract structure, on-site supervisors may not be included. If your contract does not require on-site supervision, how does your security guard company remotely supervise your guards? Outside of the normal random checks by the security company field supervisor, the two most successful remote monitoring methods are:
1. Official Tour Tracking Systems
2. Official records
If your guards are required to make the rounds on your property, then having a system in place to track them while on duty is essential. Officer tour tracking systems provide a remote way to monitor guards while they are on your property. These tracking systems allow the security guard company to time and record the activity of the guards as they make rounds in various areas of your property. Most officer tour tracking systems can generate reports that allow the security guard company to quickly understand if the guard is making rounds. The property manager should also receive an abbreviated version of these reports. Manufacturers of such systems include Deggy and Timekeeping Systems, Inc.
In addition to officer tour tracking systems, we have found that having a system for guards to regularly check in with the security guard company provides a way to ensure that each guard is safe and alert. By having the guards check in regularly with the security guard company, at least every 30 minutes, the guards feel that their safety is important and that being awake and alert is an important part of their job.
inspect your guards
After-hours inspections of your guards are always a great way to find out exactly what’s going on with your security while you’re not there. During these inspections, be sure to ask your security guards questions about their duties and responsibilities to ensure they understand their job. In fact, we suggest that your security guards be audited regularly, formally (ie post inspection) and informally (ie secret shopping) by a licensed security consultant as part of your ongoing security program.
Companies like Asymmetric Strategies provide a free service aimed at doing just that. Remember, when choosing a security consultant, make sure that the consultant is not actually a security guard company. If so, your audit is sure to turn up issues with your current security guard company.
Meet with your Security Guard Company Regularly
The fifth and easiest step is to meet regularly with your security company. Without providing regular feedback to their security guard company, property managers are missing opportunities for incremental increases in efficiency. Topics such as tenant feedback, guard attrition, feedback from any remote monitoring systems, and any security audits should be discussed during these meetings.
For property managers, getting the security they want is sometimes just a matter of putting the right processes in place to make sure all parties understand what is expected. The five easy steps we outline here are just a few to consider. For more ideas or suggestions, feel free to contact us via email at [email protected] or contact an authorized security consultant in your area.