How To Manage Securecorp

Transcription

1 SECUREcorp Client information pack Insert cover picture with company name address - phone number

2 Company profile SECUREcorp is a wholly Australian-owned, Victorian-based firm recognised as one of the industry s leading security and integrated services providers, which has enjoyed strong, sustainable growth over the past ten years. SECUREcorp provides a range of services across all sectors including critical infrastructure, government, education, commercial property, retail property trusts, data centres, health, mining and energy, and manufacturing. It follows a versatile management model in striving to achieve the highest levels of security, safety, and service, these are the key reasons why we have been able to transition more than 50 new sites over the past two years. The SECUREcorp brand was registered in 1998 providing risk management and security services in Victoria. The company now operates throughout Australia and New Zealand and has expanded its services to include cleaning, training and facilities management. A purpose-built Head Office in Mulgrave, Victoria, houses our state-of-the-art communications centre and monitoring station, the National Operations & Communication Centre (NOCC). This facility was certified as a Grade A1 Central Monitoring Station in October 2009 by the Australian Security Industry Association Limited (ASIAL) - one of only 20 such accredited facilities in the country. Registered Office 1 Compark Circuit Mulgrave VIC 3170 Ph: Fax: [email protected] Links: securecorp.com.au ipatrol.com.au Company Directors Joint Managing Directors Craig Harwood Executive Directors Greg Watson John Blanchfield John Orr-Campbell Craig Hanley Stephen Pierce Independent Directors Peter Edwards Managing Director, Smorgon Group; Member of the Board of Trustees, National Gallery of Victoria Dennis Carruthers Consultant, Ferrier Hodgson; Former Director, Westfield Ltd. 2 P a g e Reliability Integrity Results

3 Financial stability With a turnover of over $150 million per annum, SECUREcorp now falls within the top five security companies in Australia. Our company has gained an excellent reputation with our clients locally and nationally, and we believe we have the capability and resources to provide the highest quality service for the Victorian Government for a cost-effective price. SECUREcorp is financially sound and has the capability to manage all commitments comfortably because the majority of our work is based on permanent contracts for the 320 sites we service nationally. Key Contacts Natalie Vinaev State Government Account Manager Name: Ms Natalie Vinaev Title: Regional Operations Manager Telephone: Mobile: [email protected] Natalie, brings to the Victoria Government s State Purchasing panel 15 years of security industry experience. Natalie has managed delivery of services in previous roles across a portfolio of public and private sector clients. These include the Crown Casino, Casey Hospital, Melbourne Showgrounds, Boeing, GE Capital, Monash University and Aviation (VIC) to name a few. Natalie is experienced in multiple facets of the Security Industry ranging from operational, client management and the back office administration with particular focus on performance frameworks. Account Manager s Alternate Name: Mr Greg Watson Title: Chief Operating Officer Telephone: Mobile: [email protected] Greg became a Director at SECUREcorp in 2008 and was appointed Chief Operating Officer in He has been instrumental in setting the strategic direction and growth of the company. His extensive management and operational experience in the security industry follows a career in education, training and community development. Prior to joining SECUREcorp, Greg headed up one of Australia s largest security operations, with a management team responsible for over 200 customers across all industries, including a number of national projects, and staff numbers in excess of P a g e Reliability Integrity Results

4 Name: Mr Adam Howard Title: General Manager VIC Telephone: Mobile: Adam joined SECUREcorp in 2012 after being one of the founders of a successful integrated services business which he managed and developed into a highly successful organisation providing security, cleaning and training services throughout Queensland. The depth and breadth of Adam s experience in the security and cleaning industries is invaluable in his role as State General Manager VIC. Services we deliver SECUREcorp provides a wide variety of specialist services which can be customised and integrated according to our clients needs, including: SECUREcorp Security Manpower o Customer service / concierge officers o Control room officers o Roving / lockup officers o Crowd controllers / event staff o Safe City officers Mobile Patrol Services Risk Management Car Park Management SECUREtraining Training Services Staff recruitment SECUREmonitoring Alarm Monitoring and Response Electronic Security Systems o Alarm systems o Access control o ipatrol o CCTV o Mobile CCTV SECUREclean Cleaning and Integrated Services o Cleaning services o Washroom hygiene o Maintenance o Grounds and landscaping o Waste management o Pest control SECUREcorp is proud of its team of professional security staff. We are very aware that security personnel are often seen as the window to an organisation and their level of professionalism will influence the first impression that customers gain of the Government and its departments and agencies. We select personnel who are skilled communicators, ensuring that first impressions will always be positive. 4 P a g e Reliability Integrity Results

5 Selection criteria The specific selection criteria for our teams will vary with the particular requirements of each contract. We will liaise with the department s contract managers regarding the transition of security staff. The following basic principles are a requirement for all positions: Competency, experience and accreditation of personnel matched to site-specific job descriptions Site location and type of industry environment Clearly spoken English, with literacy and numeracy skills, and Ability to work in a team and unsupervised. Screening staff SECUREcorp strives to be an employer of choice, and our comprehensive company policies and procedures demonstrate our commitment to our people. We will ensure that all employees appointed to security duties for the Victorian Government will have a range of general abilities and characteristics, including: being well presented in grooming, cleanliness and appearance able to communicate clearly in the English language and preferably have additional language skills being physically fit to the extent required for the role able to understand all levels of training and written instructions being customer focussed and possessing a desire for improvement at all times being the holder of a current Victorian security license being computer literate if required, and being mature, having life skills, and adopting a common sense approach to any situation. All staff will have also undergone medical assessments and background checks before being deployed. Training and development The training of our staff members is a major point of difference with our competitors. SECUREcorp is a Registered Training Organisation (RTO), and our training team will use interactive training methodologies based on adult learning principles as the means by which we develop and enhance our service relationship between our clients and our team. Security personnel training Security staff must successfully complete our own SECUREcorp induction course which covers the duties and responsibilities of a security officer and their relationship with the law. It also has a heavy emphasis on SECUREcorp operational standards and the level of customer service that is expected within our organisation. This course covers such important areas as: 5 P a g e Reliability Integrity Results

6 customer service security management legal powers of a security officer incident reporting communications skills public relations emergency response procedures OH&S and safe work practices Integrated Management System (IMS). Site-specific training Site-specific training is an essential component of any training cycle and SECUREcorp will ensure all personnel are trained to become fully proficient before being assigned to the roster. On the job training not only ensures theoretical knowledge is converted to practical performance, but also gives our management and existing employees opportunities for peer assessment. SECUREcorp staff will be trained on site Operating Procedures and specific duties. All training will be monitored by way of a Site Training Checklist and the completed modules recorded in the Site Training Matrix. Online training The SECUREemergency suite of online Emergency Response Management Training subjects is an interactive training system that enables security officers to complete flexible and effective training relevant to their specific employment. In an innovative approach, SECUREcorp also provides industry specific training for specialist areas including for example QLD Rail, Maritime, Mining, adhoc and surge requirements at the MCG and Retail security services. SECUREcorp will provide its Victorian Government clients with a tailored online training program free of charge. Operational support Site orders and procedures (SOPs) SECUREcorp s professional operating standards extend to all aspects of its business. Our SOPs and site-specific documentation ensure that the safety of all client staff, their customers and visitors, and our staff are always at the forefront of all operations. Site SOPs are written specifically for each site and contain detailed information about site operations and linked to our Code of Conduct. Pocket SOPs are provided to all security personnel to assist with sitespecific duties and contract compliance. 6 P a g e Reliability Integrity Results

7 Logging and Tracking Each site and/or post is issued with a log book used to record daily security activity. The log books are checked and notated daily and weekly by the site supervisor. All major occurrences are recorded in the log book and reported immediately. An incident report is also generated for significant or suspicious matters. SECUREcorp is also rolling out a mobility-based solution, which enables our staff to record and verify time and attendance and geo-aware data, as well as open, track, and close both regular and ad hoc tasks. Incident reports Customised Incident Reports are designed for each client to suit their business reporting needs. These Incident Reports (IRs) are generated where necessary detailing all the required information to record, report and action a given incident. These IRs are used as a basic reporting mechanism for monthly reports. SECUREcorp has also deployed the PPM 2000 web-based incident management and workflow solution. This gives us and our clients further actionable insights into incidents and investigations, including trend and statistical analysis and resolution tracking. 24-hour support - National Operations and Communications Centre (NOCC) Our security and cleaning teams are supported 24 hours a day by our National Operations and Communications Centre (NOCC). In the event of an injury or emergency, our NOCC staff will arrange emergency support, relief staff or management responses as required. SECUREcorp has in place a green call system whereby our staff call in to the NOOC at a predetermined time. This system allows us to track if a call has not been made, and implement appropriate follow-ups to ensure the staff members are safe and on duty. Integrated Management System (IMS) Within our Integrated Management System (IMS), SECUREcorp has achieved triple accreditation in Quality Assurance (AS/NZS ISO 9001), Occupational Health & Safety (AS/NZS 4801), and Environmental Management (AS/NZS ISO 14001) to further reinforce the quality and efficiency of the SECUREcorp range of services. We engage in rigorous internal scrutiny of our services via internal audit programs and systems testing, as well as being independently audited by Davis Langdon Certification Services. Certificates for all three accreditations can be forwarded on request. Risk Mitigation Strategies The Integrated Management System contains our procedures for Hazard & Risk Control. A site Risk Assessment and JSEAs for each work role are completed at contract commencement. These are reviewed annually, or when duties and responsibilities change. In addition, your assigned Business Manager will complete a Client Quality Training (CQT) 7 P a g e Reliability Integrity Results

8 checklist prior to each review meeting. The purpose of this procedure is to detail the Statutory and SECUREcorp requirements associated with the management of workplace hazards and risks, including hazard identification, risk assessment, the criteria for hazard/risk control measures and the implementation of such measures. SCOPE PROCEDURE o OHS Policy o The Need to Identify Hazards o Consultation o Hazard Identification Generic Method Specific Items o Risk Assessment o Risk Control o Major Projects Steps in Hazard Identification o Complaint Resolution Process Outcomes of the Site Risk Assessment are reviewed annually. An action plan with risk mitigation strategies is implemented for any issues identified from the Site Risk Assessment. Regional Capabilities Contracts that further demonstrate our capability to provide services to regional and remote locations include Xstrata Mount Isa Mines, Ernest Henry Mine, Mica Creek Power Station and Mount Isa Hospital in far north Queensland. SECUREcorp has extensive reach in regional areas of Victoria through our service delivery to national clients including ANZ, Kmart and Sigma Pharmaceuticals. These include permanent client bases in Geelong, Horsham, Bendigo, Shepparton and Rosebud. 8 P a g e Reliability Integrity Results

9 Innovations and value adds Reducing costs and increasing efficiency for our customers. Following is a list of innovations and value adds that SECUREcorp has developed. We would welcome the opportunity to discuss the relevance and use of these with the Department of Treasury and Finance or any procuring departments or agencies. Field Mobility Solution Our Field Mobility Solution is a state-of-the-art, platform independent mobile client that can be run on various handheld devices. When utilising the Field Mobility Solution, a company s mobile workforce has access to work instructions, incorporating JSEAs, databases, contacts and reporting anywhere, at any time. The web-based application is developed with the latest technology and benefits from all the new possibilities offered by HTML5. The Field Mobility Solution operates off a web browser with no requirement for software installation, whilst also allowing you to work offline (without a continuous internet connection). Incident management - Perspective - PPM 2000 incident management workflow program SECUREcorp is committed to continuous improvement and maximising the value of service interaction with our clients. To facilitate this SECUREcorp has implemented the PPM 2000 program, a single enterprise platform to capture data relative to incidents, investigations and cases. Benefits include: Live reporting of maintenance issues in the field leads to quicker repair and better site ambiance Incidents recorded in the field through mobile technology customer sees professional interaction, quicker response time, guards on floor rather than writing up outcomes in the office Customer views can be recorded at the end of an interaction by adding customer survey questions at the end of the incident reporting cycle. Electronic reporting of the incident using automated workflow ensures that incidents involving customers are escalated to the correct level of management allowing quick contact from client and SECUREcorp management. 9 P a g e Reliability Integrity Results

10 ipatrol / Sentinel SECUREcorp is excited about this new product that will revolutionise security protection for homes and businesses. The system uses videofied motion detectors to record a 10-second clip when a motion detector is activated. The clip is sent, to the monitoring centre, where the operator can determine immediately whether there has been a genuine intrusion or if the activation is a false alarm. If the activation is a false alarm, a report is generated for the client, but no response is required. Where there is a genuine intrusion, the police will be called to attend because the intrusion can be verified. The videofied system has the potential to save clients significant costs from mobile patrols responding to false alarms. As an extension to ipatrol SECUREcorp has developed a wireless video security system that can be installed in situations which require a flexible positioning and temporary usage. Named Sentinel, this standalone tower has been designed specifically to cater for the requirements of construction and event sites where it is not possible to install fixed cameras. Our customers who have implemented the ipatrol and Sentinel systems have been amazed at the results and the cost savings achieved. 10 P a g e Reliability Integrity Results