Training is critical to a security officer's performance. Our training is conducted by our training manager, our team of field inspection and enforcement officers and our post commanders. The training is administered in four stages:
1.
In-office training for newly hired security officers. 2. On-site training for security officers assigned to a client
property.
3. Monthly testing administered to security officers working on-site.
4. Unannounced on-site training, testing and inspections performed
by our management.
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We
employ a full time training manager whose function is to train newly hired
security officers on all of the security officer functions. Despite the
fact that the newly hired security officer is already licensed, we do
not trust the quality of his/her previous training.
Thus, once hired, the
security officer is assigned to in-office training. The security officer
is trained in five important subjects in this mandatory class.
First, the security officer is trained in the Power to Arrest manual, the document governing the security officer licensing. This training ensures
a firm understanding of the security officer's role on a client's property.
Second,
the security officer is trained to understand our company rules and uniform
appearance issues.
Third,
the security officer is trained in laws and situations likely to be encountered
by
security officers (i.e. process service, bomb threats, interaction with
emergency
personnel, elevator emergencies, communication with homeowners and tenants,
etc.).
Fourth, the security officer is trained in the writing of a daily activity report, incident report and all forms that he or she will encounter while on duty at a client property.
Fifth, the security officer is trained on issues that we call "experience items". This training reviews security-related incidents that were either unforeseen or related to issues that are not commonly taught in the security industry. After completing the above training, the security officer is required to take a written exam covering the items taught. A score of 100% must be achieved in order to graduate from the in-office training class. If the security officer scores less than 100%, he or she is provided with remedial training and the incorrectly answered questions are submitted to the security officer until all questions are answered correctly. This testing procedure ensures that the security officer learns what is taught.
2.
On-Site Training:
Once assigned to a client property, the security officer is trained
in the security duties unique to the post. In the security business,
we call these items the "post orders". A written checklist
covering all of the items on which the security officer must be trained
is maintained and placed in the security officer's file to verify that
training on each item was completed.
Once the on-site training is completed, the security officer must take a written test pertaining to the post orders. A score of 100% must be achieved prior to the security officer being allowed to work at the post. Again, if the security officer scores less than 100%, he or she is provided with remedial training and the incorrectly answered questions are submitted to the security officer until all questions are answered correctly.
3.
Monthly Testing and Evaluation:
Each month, the security officer is given a written test designed to review
any security-related items that have arisen in the last 30 days. For example,
a client may change the time that a facility is to be locked or unlocked.
It is important that the security officer promptly learns such a change
and monthly testing achieves this goal.
Each security officer is also evaluated monthly by his or her scheduling manager and by each coworker. These evaluations examine the security officer's performance, appearance, communication skills and ability to interact with client personnel. These evaluations serve to determine opportunities for pay increases and promotion.
4.
Unannounced On-Site Training, Testing and Inspections:
Our team of field inspection and enforcement officers tests security officers
on the emergency procedures and duties
specific to each property when making their unannounced inspections of
the security officers. These inspections are performed at every location
on average of seven times weekly. The purpose of these unannounced inspections
is to simulate an emergency situation on the client property in order
to verify that the security officer responds in accordance with procedure.