QUALITY ASSURANCE: CONSISTENT SUPPORT FOR SECURITY OFFICERS
Sunstates Security has always focused on providing consistent, high-quality service. For clients, that means Sunstates officers are professionals they can count on.
Behind the scenes, what clients don’t see is the high level of training, support and oversight our security officers receive. With double-digit growth for the past several years, we’ve recently promoted one of our own to a new position: Ryan Moran, formerly Sunstates regional manager in Raleigh, is now the director of quality assurance. He’s been in the industry 18 years, starting as a security officer when he was in college, and he knows the demands that challenge clients daily.
His job is simple: to make sure we live up to our principles with every client, and to help managers and officers live those principles every day. He demonstrated that as a regional manager, managing the biggest portfolio of clients in Sunstates.
Sometimes he’ll be an extra expert, dropping in wherever he’s needed. Other times, he’ll be working with regional offices to help officers and managers continue to deliver the high level of professionalism our clients expect.
“What better person to have in the quality assurance position than someone who knows what to look for?” said Sunstates President Glenn Burrell, CPP. “He knows our system so well, and he knows and embraces the Sunstates culture.”
Here’s what to expect with this new role and resource:
- More The expanding quality assurance program will help managers and officers collaborate and support each other.
- More services. We’ll continually add new ways to support our clients, such as site vulnerability assessments and other services.
- More customization. We will expand on our custom quality-assurance checks for specific sites, to ensure we always do what we say we’re going to do.
- More sharing. With Ryan’s new position, we’ll be better able to share insights, strategies and best practices among multiple regions.
- More communications. Ryan will be another point of contact and resource when needed for our clients.
The Game of Work
Every manager at Sunstates receives a book called The Game of Work. The main principle of the book embodies our philosophy: work should be fun, and work teams should succeed together as sports teams do.
Great teams work together: All members know the plan and their role in it. And everyone knows the critical measurements that define success for their team. Those Key Performance Indicators, or KPIs, vary by client and region. Our quality assurance initiative will help you identify and achieve the ones that are more important for you and your team.
What Clients Will See
With so much of what we do going on behind the scenes, how will quality assurance help our clients?
The answer comes from a long-time client, who’s been with Sunstates for 20 years. He said he’s never considered going anywhere else because we’ve consistently given him the same high level of service since day one.
“We always want to make sure that we’re doing what we say we are going to do,” said Ryan Moran, Director of Quality Assurance. “It takes oversight to make sure that’s happening.”
We value the trust our clients have in Sunstates, and we always want to live up to that trust. By leveraging Ryan’s operational expertise, we can continue to provide outstanding service to our clients, and continue to support Sunstates’ officers and managers as they provide that service.
Do you want to know what Sunstates’ quality assurance will mean for you and your site? Please contact Sunstates Security at 866-710-2019 or email us.
HOW TO PREPARE FOR AN ACTIVE SHOOTER SCENARIO
The news, unfortunately, is filled with stories about sudden, unexpected shootings in the workplace and other public spaces. One minute, people are going about their daily routines. The next minute: panic and chaos.
At concerts, in offices, in houses of worship, in schools and on military bases, an active shooter is a possibility. More and more, clients are turning to Sunstates for training and threat mitigation strategies. In conjunction with industry experts, Sunstates can help clients and our officers protect themselves and be safer.
“We want our clients to be safe,” noted Sunstates President Glenn Burrell, CPP. “I’d like to think that we can help save lives. That’s our focus and why we’re happy to provide that as an added value.”
The best way to mitigate threats is before they occur. Sunstates security experts can help clients develop policies and procedures designed to prevent/reduce potential threats, including:
- Access Control. Monitoring and controlling who can enter a facility, or specific areas within that facility, is the first step to mitigating active shooter threats.
- Eyes and Ears. All employees should be aware of who belongs and who doesn’t in a facility or area, as well as who is acting abnormally.
- Preparation. Employees need to understand what to do if an active shooter scenario occurs, and they should regularly prepare and practice.
Depending upon the clients’ needs, Sunstates can offer different types of training.
General Education. Sunstates can provide a high-level general presentation on the basic principles of Active Shooter mitigation training. We’d be happy to schedule a lunchtime presentation to help your employees understand threats in the workplace and the community, as well as what to do if the unimaginable occurs.
Advanced Custom Training. For more extensive and facility-focused training, Sunstates partners with industry experts to provide more in-depth training, customized to a client’s facility, employees and situation.
That education often includes the following:
- See something, say something. Employees should have established procedures to voice security-related concerns to supervisors and management quickly and efficiently, with regular feedback to encourage the flow of intelligence.
- Understand the plan. Managers and employees will be trained on the security plan, being aware of their surroundings and other critical factors.
- Communication is key. Before an emergency occurs, companies and facilities should have a communications plan in place. This review will examine current plans and make recommendations where appropriate.
- Know the strategies. In an active shooter scenario, there are three options: run, hide and fight. People should know how to choose their best option.
In many active shooter situations, the immediate response is confusion and denial. Many people will ask, “What is going on?” or say, “This can’t be happening. That was a car backfiring, not gun shots.”
The key takeaway for our active shooter training is to make employees’ responses automatic. Instead of thinking about what is going on, or even doubting that it’s really happening, we want “muscle memory” to take over and help mitigate or minimize the threat.
The bottom line is we want our clients and our officers to be safe, and providing active shooter training and education is a key part of that.
The time to prepare for an active shooter is now, and we can help. Please contact Sunstates Security at 866-710-2019 or email us.