Current Security Industry Assessment
New Zealand boasts a considerable number of security companies purporting to provide manpower services. This number has increased substantially over the past 5-8 years due to amongst other factors, an increase in demand and the low cost for new entrants, that is, at its basic function little in working capital is needed to provide an hourly “service” for an hourly “cost”.
The service is further undermined when consideration is given to the market forces of increased competition having an impact of reducing returns to a business, as it seeks to compete by reducing the charge of the service to customers.
Any reduction in charge has to impact on service levels.
Facing diminishing returns companies in the manned services category are effecting cost saving measures in expenditure, such as
- Paying less to employees
- Reduction of supervision of field staff
- Contracting out of services to third parties
- Reduced or no staff training
- Reducing in quality of vetting and security checks for potential employees
The result has been to the detriment of the manned service industry. It has culminated in a general lack of ability to provide reliable and satisfactory levels of service.
Consider the implications, field staff become disloyal and transient as they seek to increase their pay rate by bartering between companies. The low level of remuneration also has a detrimental effect in terms of reliability issues for attending work. This of course, also affects staff moral and in cases of poor staff selection can lead to difficulties in communication, dealing with sensitive situations and at worst lead to staff dishonesty.
The reduction of supervision impacts considerably on the quality of services offered. Good supervision is the mainstay of a structured service where it provides the conduit between onsite performances and customer assurance.
In an industry where customers have traditionally resigned themselves to the use of unsatisfactory security service providers, the only satisfaction appears to be in negotiating a lower price!
Staff Retention
C4 believes that retaining good staff helps to maintain a standard of excellence that exceeds our clients’ expectations. We create an environment that motivates our security officers by encouraging personal and professional growth. The C4 benefits and compensation program is designed to attract and keep an elite corps of security professionals.
The failure to retain good staff in the security industry has been identified as an important factor in the failure of the security industry to perform satisfactorily.
Generally staff leaves because of poor remuneration, the lack of a career path and a failure of the service provider to maintain morale and a high level of commitment by staff.
C4 is able to offer training in associated security fields such as Investigation Skills, Emergency Response, Leadership and Police Entry Training. C4’s basic training course also contains numeric and literacy training.
These training opportunities including the advanced training given to all security officers will enable the officer to consider a better future in the security industry or even outside the industry.
C4 believe that by addressing all the issues, staff will serve for longer periods. To help ensure this is a reality C4 pays their security staff well above market rates.
A mentoring programme has also been established for each security officer. It is believed that this combined with training, career pathing and succession planning will assist in retaining staff for a suitable period.
C4 is well aware of the short comings of security manpower services provided in the industry. The desire held by C4 is to provide a comprehensive protective service of a quality and standard consistent with our clients.
Proposed C4 Group Security Management Service
C4 is able to offer a comprehensive and professional Security Management System that encompasses all security issues at our client’s site.
This proposal is based on a number of important factors
- Our in-depth knowledge of site security, systems and functions.
- Extensive experience in security and law enforcement
- A commitment to a professional security service
Our philosophy is not based on the old adage often stated in the security industry ‘You get what you pay for’. While this is true to some degree we believe in the importance of being able to offer a comprehensive security management system. C4 provide this service and add a consulting and management fee on the top. Our overall costs are normally the same as other security providers.
C4 offer a service headed by an experienced Management Team which is capable of covering all the issues that may arise on the site whether it be related to procedure, site guards or technical issues.
Each site requires a customised security management system, for this reason staff are selected and policy and procedures are developed on a site specific basis.
Policy and Procedures
Prior to the placement of any guards, C4 will conduct a comprehensive review of existing guard policies and procedures. After discussing all necessary issues with senior management staff C4 will draft, if necessary new policies, procedures and standing orders for the site.
Policies and procedures will be altered as required during the development of the site security programme. C4 will continually assess these matters and regularly update them when necessary.
Guard Selection Process
C4 recognises the importance of selecting the correct staff for our clients.
C4 will identify and pre selected a team of guards whom will be delegated to the site.
The selection criteria were based on the following:
- Physically competency
- Maturity
- Responsible
- Attitude and Aptitude
- Communication skills
- Learning ability
- Personal Presentation
- Comprehensive background checks
Dedicated Site Staff
The staff selected will be dedicated to the site. The security team will be self sufficient and able to cover all holidays, sick instances and days off without bringing external staff onto the site that will be unfamiliar with site procedures and therefore a risk to the site.
Training
The security industry has nationally recognised Certificates in Security. The base standards are levels 2, 3 and 4. However, most service providers do not train their staff in these qualifications.
All C4 guards will be required to obtain level 3 proficiency and certification no later than 6 months from their date of employment.
C4’s superior training ability is based on the experience of Chris Lawton who has extensive experience in security training after operating as Officer in Charge of the Auckland Police Firearms and Tactics training section, Training Coordinator for the Police Special Operations Panning Team as well as selecting and training national UN security teams working in East Timor.
Whilst The National Certificate in Security Level 3 is a worthwhile base for a security guard, C4 recognises it as only being a start. All staff operating at your site will receive the following training within 12 months of commencing work.
- Self Defence
- Evacuation Training
- Conflict Resolution
- Interpersonal Skills
- Crime Scene Investigation
- Initial Police Crime Reporting
- Interview Techniques
- Emergency Response
- Civil Defence
C4 will provide 24 hours of training prior to the guard working on the site. 80 hours of training will be delivered to each guard on an annual basis in order to both maintain current skills and increase their skill and knowledge level. The 80 hours is over and above any time spent on obtaining level 3 proficiency.
All training will be delivered to the standard expected in the lead emergency service sectors such as the Fire, Police and Military.
Succession Planning
Although staff retention is of the highest priority, it is recognised that it is inevitable that some staff will leave over a period of time
For this reason all positions in the structure will have a secondary person that can seamlessly take over at a moments notice.
As with all structures succession planning is important to allow continuity of services without disruption.
Proposed Structure
A robust reporting structure will be put in place. The site security guards will report daily to a C4 Security Supervisor. This person will be an experienced security professional with experience in security project management, man management, and security planning and property management.
He/she will also be responsible for the management of the security team, including welfare, training and mentoring. He/she will also conduct spot checks on the guard site during both daylight and night time hours.
The C4 Security Supervisor will hold regular weekly meetings with our clients Security Portfolio holder as well as the C4 Security Management Team.
A monthly report will be prepared for our client containing a log of all events dealt with, any staff issues that arose as well as any recommendations for improvements.
Any changes in policy or procedures must go directly from our clients Security Portfolio holder to the C4 Security Supervisor.
Quality Management Systems
C4 are totally committed to the philosophy and practices of quality. To achieve this, the company has put into practice quality systems, policies and objectives to ensure suitability and effectiveness of the company’s activities.
The quality documentation can be described as a hierarchical system consisting of the following elements:
- Quality Manual
- Control Procedures
- Work Instructions
Each control procedure consists of:
- “The Aim”: To tell the reader the outcome and objective of the procedure.
- Responsibilities: To identify roles and responsibilities for carrying out the procedure.
- Action: A flow chart to describe the procedure.
The control procedures and work instructions have reviews and measures, together with non-compliance and mitigation controls. All of which is geared to producing Key Performance Indicators (KPI) on quality records
Presentation of staff on site
Staff will maintain a very high standard of dress and general presentation. Name badges will be worn at all times to assist communication and identification of security staff.
Security staff will be issued with all clothing requirements, including safety equipment and protective clothing from the weather.
Branding
It is recognised that the security guards on site represent our client and are often the first person members of the public meet when visiting the site. They are also representatives of the management when they interact with our client’s staff members when entering or leaving the site. Accordingly we believe it is important that they carry our client’s brand name.
Along with security branding, all security guards will wear our clients brand on all uniform apparel. This identifies the security staff as belonging to our client and not simply as a contracted security provider.
It is C4’s opinion that there should be no C4 branding appearing on the uniforms.
This is not a prerequisite, rather a suggestion, and is open for discussion.
Management
Security at the site will be constantly assessed by the Management Team at C4 consisting of professionals in all facets of security including planning and man management.
The C4 Security Supervisor will be the representative of this team and will constantly liaise with our client on all issues that may arise.
Regular liaison with monitoring and installation companies will also be conducted to ensure the entire security system is functioning.
Closing
C4 has a reputation in the Security Industry both locally and internationally that is second to none. Their management staffs have incorporated into the company strong influences and beliefs born through its involvement with:
- NZ Police
- NZ Armed Services
- United Nations
- Civil Defence
- NZQA
- International High Risk Operations
This cumulation of experience is passed on through C4’s internal training structure. Training Programmes have been developed to raise the professionalism of all C4 employees.