CLIENT INFORMATION PACK

Transcription

1 CLIENT INFORMATION PACK Securing a better future.

2 Southern Cross Group Services is committed to Supporting you 24 hours per day, 7 days per week, 365 days per year the protection of our Clients, their assets and future. Utilising a combination of unique innovative solutions, extensive executive experience, Industry Sectors Government Aviation, Defence, Maritime Commercial Retail Industrial Major Events Health Education qualified personnel, diligently tested operational procedures and a heavy focus on customer service, Southern Cross has experienced tremendous growth in recent years and continues to emerge as a major player in the security industry by surpassing all Client expectations. Southern Cross philosophy is built on customer satisfaction and our focus is creating long-term business relationships by being proactive, responsive, flexible, and consistently Mission Statement To provide an integrated security service that is personalised to meet the unique needs of our clients, whilst consistently demonstrating diligence, honesty, and integrity at the highest levels. delivering value. We will meet your most challenging security scenarios through comprehensive planning and preparation, and offering a range of products and services that are personalised and specifically tailored to meet your requirements. Our whole team understands the value of excellent customer service. Core Values Loyalty, Integrity, Honesty, Courage & Respect The Southern Cross Group Services team would like to thank you in advance for acknowledging our services. Please do not hesitate to make contact. If you require any further information or clarification our team is at your disposal. We look forward to further correspondence, and are eager to form an honest partnership.

3 Recruitment & Training Selection Process: All security officers employed by Southern Cross Group Services must undergo a comprehensive selection process. This selection process includes a written and verbal assessment, and a computer literacy test, aiming to recruit applicants that have the attributes to provide the service that the Client requires. The Southern Performance Management Process: Southern Cross is a Quality certified company and ensures that processes are compliant with ISO Notwithstanding, one of the primary responsibilities of the Relationship Manager is to oversee and manage the process to ensure that there is continual dialogue and interaction between all stakeholders. Cross National Training and Compliance Manager currently facilitates this process in co-ordination with other Southern Cross management. Training Programs: The development of the Southern Cross Training Programs consist of a range of different factors to ensure that the training provided is designed to teach the participants information relevant to their specific duties. Site specific Standard Operating Procedures are planned The performance management process also forms part of the risk management process. Contractual performance will be managed through the agreed Service Level Agreement targets. Southern Cross always works to form partnering relationships with its clients such that your business is viewed as our business and is managed accordingly. The SLA, however will serve to focus the attention of the employees, Team Leader and Relationship Manager on key issues. and developed to ensure Security Officers are fully aware of their duties, responsibilities and Securing the Right People obligations. All training is supported by an associated assessment to ensure Officers understand the site specifics. Site specific training is also supported by full induction programs. Southern Cross Group Services key objectives: Develop and maintain industry credibility through the implementation of a consistent and objective recruitment policy; Develop and maintain employee trust and motivation; To utilise this process to evaluate a range of skills. This will allow the recruitment of the most appropriate employees for the business.

4 Southern Cross maintains an exceptional standard of service by emphasising the importance training of our Officers, using a variety of methods. Our Training Programs include: Induction Training: Induction Training aimed at training new employees on their specific duties. Standard Operating Procedures for each site are planned and developed to ensure our Officers are fully aware of their responsibilities and obligations as per our Clients Service Level Agreements. C.R.O.S.S Training: C.R.O.S.S Training is our unique training, reporting and compliance software designed for staff to complete various training modules, access and generate compliance documentation, and assessments. Site Specific Training: Site Specific Training involves site-specific training seminar that will cover Standard Operating Procedures, WHS, site objectives, Company policies, duties and responsibilities, professionalism standards, key performance indicators, demographic, geographic and behavioural factors, training requirements, escalation plans and Local Area Command. Refresher Training: Refresher Training is conducted on a quarterly basis to ensure all officers are assessed, competent and compliant with modules such as legal awareness, duties and responsibilities, and company policies and procedures. External RTO Training: External RTO Training engages relevant industry experts to provide value add and targeted training for specific tasks. Training includes: Deportment Training, Event Security Training, Advanced First Aid Training, Control Room Training, Conflict Resolution Training, Evacuation Training, Counter Terrorism Training, Critical Emergency Training, Customer Service Training, and more. Leadership Task Book: Leadership Task Book was developed to ensure all of our Supervisors are well equipped to deal with Leadership responsibilities confronted on a daily basis. It aims to provide Supervisors with minimum skills required to manage and lead their team and to ensure our clients are provided with the best possible service. Employee Incentive Programs: At Southern Cross, we believe in staff retention and work hard to ensure our staff turnover rate is low. The last two financial years have seen our staff turnover rate at 16% (8% regrettable, 8% non-regrettable), which is consistently lower than the industry average. We believe this is due to the strategies that we have utilised which includes: Company-funded Traineeships & Courses Career Progression Planning Professional Development Programs Diversity Programs that offer flexible working arrangements, and promotions based on merit Performance Management Rewards & Recognition Program Growth Incentive Program Competitive Remuneration

5 Key Personnel Southern Cross Security Officers are supported by a committed Senior Management Team who possess a wealth of experience that derives from a range of backgrounds and market sectors. Our Senior Management Team applies such knowledge to operational procedures, training and assessment modules, recruitment processes, compliance checks, and more. We will employ a strategic management methodology, commencing with a transition project plan and embedded implemented security solutions. We will ensure that our selection, briefing, placement and utilisation of management resources reflect our understanding of your requirements. Sam Johnson General Manager As founder and General Manager of Southern Cross Group Services, Sam has rapidly expanded our business, quickly becoming a major player in the security industry. Sam has established a highly recognised and reputable organisation that holds a competitive place among other providers in regard to service delivery, capability, expertise and cost. Having trained in various fields including business management and legal awareness, Sam has proven himself an excellent leader for the ever-growing company. Adam McMahon National Operations Manager Adam holds extensive experience covering a broad spectrum of operations and roles within the security industry itself. Throughout his career, Adam has progressed through various positions and developed into an outstanding and valuable member of the Southern Cross team. Adam elevated from Site Manager to NSW State Manager and now holds the critical role as National Operations Manager based on performance, his excellent skills and experience and his knowledge of industrial compliance and legislations. Stephen Butt National Training & Compliance Manager During his highly distinguished 26 year career in the Royal Australian Navy, Stephen was involved in operations from Iraq to Afghanistan and has been awarded commendations in times of both peace and war. Stephen was also instrumental in planning Emergency Response procedures for Sydney International Airport during his lengthy tenure there. Stephen continues to bring his instrumental planning skills and experience with operational procedures to Southern Cross. Nathan Lockyer VIC Operations Manager Nathan Lockyer is a proud member of the Southern Cross team, his drive, enthusiasm and attention to detail ensures he provides excellent customer service to our clients and meets the stringent standards and requirements that differentiate Southern Cross Group Services from the rest. Prior to joining Southern Cross Nathan was a senior member of the Department of Corrective Services for over ten years. Nathan utilises his skills and self-discipline to set examples for all that have the pleasure to meet him.

6 Services SOUTHERN CROSS GROUP SERVICES Aviation / Defence / Maritime Static Guarding Services Mobile Patrol Services Emergency Response Armed Guard Services Cash In Transit Services Cash Escort Services Cash Collection Services Crime Prevention Asset Protection Access Control Event Security & Planning ATM Service (FLM) Crowd Control Services Traffic Control CCTV Alarm Monitoring & Response Car Park Management Concierge Services VIP Protection Risk Analysis Facilities Management Investigations / Consultancy First Aid / Medical Support Electronic Security K9 Unit Management Systems Recognised as a preferred supplier to The Whole of Government VIC Recognised as a preferred supplier to The Whole of Government NSW Managed using ISO 9001:2008 certified Quality Management System Managed using ISO 14001:2004 certified Environmental Management System Managed using OHS&S 4801:2001 certified Occupational Health and Safety Manage ment System Certified member of the Australian Security Industry Association Received OHSMS Accreditation from the NSW Government CM3 Pre Qualified by Noel Arnolds and Associates Risk Management Services Currently a member of NSW Business Chamber The utilisation of innovative technology to ensure effective management Member of the Venue Management Association We will facilitate a proven corporate management system which complies with national bodies and industry leaders

7 Technology Our commitment to operational excellence extends to our investment in the development of technologies that add value to our clients and allow us to deliver a more effective service. Recent innovations, such as our online compliance, training and reporting system, have demonstrated our capacity to combine smart technology applications with security operations, adding value and successfully reducing operational security costs through more efficient services. Online Reporting System: Southern Cross has recently developed a streamlined and integrated online compliance, reporting and training system, which allows our officers to file incident reports as they happen. All information stored on the system is secure from unauthorised use, access, disclosure and modification. Our clients will have access to this system via a unique log in, enabling real time performance monitoring and complete transparency. Access Control: Access Control is a fundamental element of business security. It provides information, control and protection. Southern Cross will design and install a range of superior technology solutions from simple systems for small commercial premises, through to the largest enterprise systems. We will work with you to develop a technology solution that will have the maximum benefit for your business, without the inflated price. Intercom Systems: Intercom systems play an important role in security, allowing the identification and screening of visitors. Southern Cross has a range of digital and analogue audio/ video intercoms for all applications, with a huge variety of configuration options. Tracking System: Southern Cross utilises tracking systems, whereby clients have full access that provides them pertinent information about our security personnel and their activities on sites. Communications Systems: At Southern Cross, we believe in instantaneous sharing of information between all facets of the business, and have developed communication applications that contain multiple functionalities that benefit operations, staff communication, record-keeping, improvement strategies, risk assessments, customer service, sharing vital information and more. Auditing Programs: Southern Cross has implemented comprehensive and effective auditing and compliance programs for the purpose of ensuring that our personnel, operations and equipment comply with our Clients Service Level Agreements. Alarm Systems: Southern Cross will provide quality security alarms to suit your needs with a range of solutions that can be hard wired, wireless or both. Complete integration with Access Control and CCTV, Southern Cross delivers the confidence that your business, people and premises are protected. CCTV: CCTV has proven to be a highly effective deterrent against crime and disorderly behaviour. Our team is experienced in administering CCTV technology and will provide intelligent systems that allow remarkable visibility of incidents with minimal impact to your IT network. We will evaluate your site and assess the risks prior to integrating cameras, monitors and monitoring into a system that suits your needs and budget. Southern Cross security solutions have been developed to utilise world-class technologies to offer the best value for our clients, balancing your technical requirements against your budget

8 Case Study: British American Tobacco Australasia Southern Cross has experienced a great response in relation to contract management, as well as compliance and capability standards. Services provided to BATA include: Southern Cross provides a full range of security Southern Cross offers services across a broad range of industries and sectors. We realise that all market segments have their own unique operational requirements all services are tailored specifically to the needs of our clients. Static Guarding Crime Prevention Southern Cross currently provides national security services to a number of British American Tobacco Australasia locations. Our team s presence and operational input has proven to be invaluable during various initiatives, such as the recent construction and expansion of selected BATA premises as well as during major stock swap operations. Southern Asset Protection Mobile Patrols 24/7 Control Room Operations Access Management individual & pedestrian Escort Services Traffic Control Car Park Management Cross acquired an understanding of essential delivery elements prior to contract commencement. This, is in combination with quality training and innovative implementations, provides our clients with peace of mind. I am delighted with the strategic partnership with Southern Cross, which commenced in December 2012.Of particular note is their support for staff, responsiveness to my dynamic business needs and their enthusiasm in contributing to advance the security industry.the Southern Cross leadership team are always a pleasure to work with and I am also impressed with their level of engagement, professionalism and adaptability. All of this is done with integrity, honesty and the most important aspect in mind; the security officers. Southern Cross are successful in helping me add sustainable value to the business and I would not hesitate recommending them National Security Manager, British American Tobacco Australasia

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