G4S Security Officer Training and Benefits Proposal
- 1. Presented By: Jodii Weiner, Manager of Business Development, Phoenix, Local Area Office (WER) G4S Secure Solutions (USA) Inc. 3410 E. University Drive, Suite 180 Phoenix, Arizona 85034 [email protected] / www.g4s.com/us/Phoenix / www.g4s.com/us / Mobile: 602-527-2817 / Office: 602-431-0020 / Fax: 602-454-0870 G4S Secure Solutions (USA) Inc. Security Proposal
- 2. P a g e | 2Confidential,Proprietary Commercial or Financial Information Table of Contents Executive Summary ....................................................................................3 Security Officer Qualifications...............................................................................................3 Pre-Employment Screening....................................................................................................4 Pre-Assignment Training ........................................................................................................6 Value-Added Training...............................................................................................................8 On-The-Job Training.................................................................................................................8 In-Service Training ....................................................................................................................9 Supervisory Training Program ..............................................................................................9 Officer Retention........................................................................................................................9 Comprehensive Benefits Plan..............................................................................................10 Incentive Programs.................................................................................................................11 ‘Secure-Start’ Check-In System...........................................................................................12 Secure Trax®............................................................................................................................12 G4S Insight................................................................................................................................14 Area Operations.......................................................................................................................16 Corporate Support ..................................................................................................................17 Additional Service Offerings.....................................................................19 STATEMENT OF PROPRIETARY INFORMATION This proposal contains proprietary information regarding G4S Secure Solutions (USA) Inc. and is not for public disclosure. Dissemination and reproduction may only be made after written permission by an authorized representative of G4S Secure Solutions (USA) Inc. is granted. This document was prepared and is submitted in confidence to the recipient. It is submitted solely for use by your management for the purpose of review in connection with an invitation to submit a proposal to provide security services.
- 3. P a g e | 3Confidential,Proprietary Commercial or Financial Information Executive Summary In the U.S., G4S traces its history back to 1954 when George Wackenhut founded The Wackenhut Corporation, which grew to become the leading security company in the country, eventually merging with G4S to become the largest security company in the world. Since the beginning,The WackenhutCorporation and G4S shared a vision of redefining the security industry by delivering innovative solutions for our customers. This goal was founded on a simple premise: Look for a better way. G4S works to become a trusted partner to each of our customers. We deliver high-quality Officers and provide them with award- winning training. We equip these Officers with the latest in technology to ensure contract compliance, and we institute our proven account management strategies to provide unparalleled communication, support and supervision. We provide security programs which deliver a high quality and effective security program that provides value - both today and in the future. We are committed to: Delivering innovation and continuous improvement with a best-in-class local and regional account management team that is responsive to your dynamic environment and evolving needs Fostering an effective model for security excellence through retention, training and professional development of our most valuable resource -- the Officers serving your account Presenting a consistent, high standard ofsecurity protection through our standardized QualityControl Program to assure contract compliance Driving effective, measurable and quantitative performance through innovative technologies and a transparent and performance-driven program Providing value added options to drive further efficiencies through the introduction of new technologies, as well as emergency services, and other related security projects As a global provider of integrated security services, we offer more than physical protection; we offer a technologically advanced solution designed to lower your total cost of ownership and optimize the security of your enterprise. The G4S solution looks at the challenges of securing your environment holistically; helping protect assets, reduce costs and contributing to the success of your business. Security Officer Program G4S provides customers with greater visibility, compliance and control of their security program through a combination of project and qualitymanagement strategies,the latest in securitytechnologies,and the highest quality Officers. INDEPENDENT RECOGNITION OF G4S OFFICER QUALITY While we have always believed we provide the best Officers in the industry, there is now proof that we do. According to the most recent IOMA “Security Guard Firm Ratings & Benchmarks Report,” G4S Officers were the #1 rated Security Officers, receiving the highest overall and individual scores of all rated security firms. SECURITY OFFICER QUALIFICATIONS G4S understandsyour expectationsfor securityofficer services and assuresyou ofour capabilitiesto provide services that meet, or exceed, your requirements. With over 110 years of experience, G4S has established and honed best practices in the provision of security services that minimize your risks and help to ensure the safety and security of your key assets.
- 4. P a g e | 4Confidential,Proprietary Commercial or Financial Information Extensive testing and screening allows us to select only individuals who demonstrate intelligence, interest, and motivation. Carefully selected, well trained and properly supervised, the security officer represents the most visible symbol of G4S and our commitment to professionalism and quality service. We commit to providing: Personnel who presents a strong physical security presence & positive public image Well-trained, knowledgeable, attentive and professional Officers Officers prepared to efficiently handle a wide spectrum of problems and who possess the ability to maintain their composure under stressful conditions Encouraging productive, proactive, client-service through employee engagement and retention programs MINIMUM G4S OFFICER QUALIFICATIONS High school diploma or equivalent Valid driver’s license U.S. citizen, or a legal alien possessing appropriate work permit or visa Good health, emotionally stable, mentally alert and able to perform job responsibilities Work & character background that includes: indicate dependability, reliability, and the ability to work harmoniously with others Basic computer skills /or security systems knowledge as required by the position Fluent, both orally and in writing, English and/or a language appropriate to the assignment, at a high school level and be clearly understandable via radio communication transmissions Capacity to acquire a good working knowledge of all aspects of the job; be able to successfully complete a written, validated examination indicative of their ability to understand and perform the assigned duties Honorably discharged (If served in a branch of the military) Provide a contact telephone number, have access to reliable transportation, and be available in the event of an emergency Ability to operate under stressful situations PRE-EMPLOYMENT SCREENING G4S delivers qualified security personnel by properly vetting all Security Officers using our stringent screening process. Due to the importance of background investigations in the screening process, we will conduct our own investigations using our G4S Compliance and Investigations division. We use advanced background investigation technologies that integrate with the G4S Human Resource (HR) System. As a result, candidates cannot be hired unless background investigations have been successfully completed. Detailed screening results are stored digitally within employees’ HR records. IDENTITY VERIFICATION - SOCIAL SECURITY REPORT G4S will initiate a social security number confirmation trace to validate the name(s) and addresses provided. We also will check against the Specially Designated Nationals (SDN) and Blocked Persons list maintained by the Office of Foreign Assets Control (O.F.A.C.). Checking candidates to these two lists ensures G4S complies with the Patriot Act and the Trading with the Enemy Act. Our system updatesthe list daily to ensure that all new hires are screened against the most current lists. Additionally, after candidates successfully complete the screening process and are hired, we will send their identifying information automatically to the United States Citizenship and Immigration Services (USCIS). This further confirms their identity and work authorization using both Social Security Administration (SSA) and Department of Homeland Security (DHS) information through our participation in the E-Verify work authorization program. CRIMINAL BACKGROUND CHECK (10 YEARS) G4S submits a request to the appropriate state agency where statewide criminal record checks are available for all residential addresses provided for the last ten years. In the event the statewide check is unavailable or incomplete, G4S conducts a county of residence criminal record check. Additionally, a multi-jurisdictional search of criminal database records is conducted that covers courts, correctional departments, departments of parole, and sex offender registries nationwide. This includes a check against the Specially Designated Nationals (SDN) and Blocked Persons list maintained by the Office of Foreign Assets Control (O.F.A.C.).
- 5. P a g e | 5Confidential,Proprietary Commercial or Financial Information With this check, G4S is in compliance with the Patriot Act and the Trading with the Enemy Act. Our system updates the list daily to ensure candidates are screened against the most current lists. TEN (10) YEARS OF ACTIVITY (EMPLOYMENT, UNEMPLOYMENT, EDUCATION) G4S will verify all activity, including prior employment and/or education for the last 7 years with verification of the highest level of education completed. Periods of unemployment lasting 90 days or more will also be verified. This may include character references from non-related individuals. DRIVER'S LICENSE (DMV) CHECK G4S initiates a check of the applicant’s driving record through the state department of motor vehicles. This reveals all traffic violations and substantiates a valid operator’s license as allowed by state law for employment purposes. Once hired, G4S officers in driving positions will have their driving records checked every year. MILITARY SERVICE (DD214) IF APPLICABLE Based on the candidates’application, G4Swill requesta copy oftheir DD214 from them. The DD214 provides their separation information, such as type of separation, character of service, authority and reason for separation, separation and reenlistment eligibility codes. I-9 VERIFICATION Candidates’ I-9s are automatically verified through our use of the E-Verify work authorization program. E- Verify uses both Social Security Administration (SSA) and Department of Homeland Security (DHS) information. I-9 verification occurs during our Identity Verification - Social Security Trace Report. 10-PANEL DRUG TEST G4S requires that all employees successfully pass a drug-screening test prior to employment. All applicants undergo a 10-panel urinalysis test conducted by an independent drug-screening clinic, Quest Diagnostics. Applicants are sent to a collection location where a sample is collected and sent to a lab. The lab sends the results to our drug screening coordinator, who forwards the results to the local office.Chain-of-custodyforms are used to ensure testing integrity. Tests conducted by Quest Diagnostics are certified by SAMHSA. Quest uses gas chromatography and mass spectrometry (GS/MS) to confirm most presumptive positive drug screen specimen. G4S North America Training Institute vs. Officer Training Programs G4S is committed to providing the highest quality training and comprehensive development programs, as we view the development of staff to be integral to the success of safety and security for our clients’ operations. G4S North America Training Institute (NATI) was founded to facilitate our commitment to quality training as a core value. NATI is the only certifiedcorporate university in the industry with links to institutionsof higher learning through which Continuing Education Credits and full college-level academic credits for selected courses. G4S training programs are developed by our Training Consultants at NATI; all of whom hold post - graduate degrees. G4S Training Consultants are responsible for researching and designing training programs, conducting training, and guiding trainers in their development of continuing education programs. NATI Field Trainers assigned to our local office will conduct the delivery of training. As an ISO-registered training institute, we have developed corporate-wide training standards that ensure our personnel are fully prepared to execute the duties and responsibilities of a G4S Security Officer. To ensure all training is accomplished, G4S uses our Learning Management System (LMS) to monitor and track training records. Training details are also documented in each employee’s individual training record. G4S’ corporate university and training
- 6. P a g e | 6Confidential,Proprietary Commercial or Financial Information departments have received numerous accolades, awards and certifications, with the most recent being: Nine consecutive years (2008-2016) recognition as Top 125 Training Company by Training magazine 2015 Learning Elite Award by Chief Learning Officer Magazine 2015 Top 20 HR Leadership 500 Excellence Award (Large Company) by HR.com 2015 The American Society for Training & Development (ASTD) Best Award winner Workforce Magazine Workforce 100 Company Brandon Hall Bronze Award for Best Inclusion and Diversity Strategy, the Bronze Award for Best in Rewards and Recognition and the Silver Award for Best Talent Acquisition Process PRE-ASSIGNMENT TRAINING Our awards and ISO-registration attest to the world-class training we provide our Officers – giving you the confidence in knowing our personnel are competent, knowledgeable, professional and fully prepared to serve our clients. Each Officer receives the following training: CUSTOMER SERVICE TRAINING Understanding that effective first impressions are critical for successful customer service at your locations, G4S is committed to providing advanced customer-service training as part of the pre-assignment training process outlined above. Working in partnership with Dale Carnegie Training,we have developed a customer service training module for our security personnel that focuses on creating effective first impressions and managing customer expectations. We believe this innovative industry-first program further differentiates our training by developing enhanced customer service skills that will help our officers excel as ambassadors for our customers and improving their effectiveness on the job by providing an enhanced sense of engagement and commitment. G4S’ customized Dale Carnegie training topics include:
- 7. P a g e | 7Confidential,Proprietary Commercial or Financial Information G4S Pre-Assignment Training (40 hours) INTRODUCTION Serving the Security Customer (LP-63) LIFE SAFETY FireDetection, Suppression,and Life Safety (LP-25) Accident Prevention and Investigation (LP-32) OSHA FirstResponder—Awareness Level (LP-48) Basic Emergency FirstAid (LP-36) Emergency Response (LP-52) Patrol VehicleDrivingSafety (LP-30) American Heart Association FirstAid,CPR & AED LEGALITIES Legal Authority of the Security Officer (LP-3) Powers of Arrest (LP-38) Search and Seizure (LP-5) Protecting Crime Scenes and PreservingEvidence (LP-4) Courtroom Testimony (LP-11) INTERPERSONAL RELATIONS Human, Public,and Media Relations (LP-2) Effective Assertion (LP-72) PrivateSecurity and PoliceRelations (LP-58) Abnormal Behavior (LP-35) Violence in the Workplace (LP-53) BASIC PREPAREDNESS Basic Duties of PrivateSecurity Personnel (LP-1) Shift Work, Sleep and Alertness (LP-33) PHYSICAL SECURITY Techniques of Effective Patrol (LP-6) Night Vision Techniques for Patrol (LP-10) Access Control (LP-18) Information Protection (LP-19) Protective AlarmSystems (LP-29) Crowd Management (LP-9) Bomb Threats (LP-8) Traffic Control (LP-12) Controlled Substances (LP-44) PROFESSIONAL COMMUNICATIONS Field Note-Taking (LP-22) Report Writing (LP-7) Two-Way Radio Operations (LP-14) Telephone Procedures and Etiquette (LP-13) Security Interviewing Techniques (LP-56) Additional Training ON-THE-JOB TRAINING Held on post, application of classroomlessons and Site Specific PostOrders. 16 hours ANNUAL REFRESHER TRAINING Site-specific postorders Critical topics fromG4S NATI’s library 16 hours Customer Experience—Creating an environment with customers to maintain a positive long-term relationship. Leveraging positive experiences to create customer loyalty and a desire for them to be a champion for your organization. Making customers feel important. Attitude— Maintaining a friendly, positive, and enthusiastic outlook. External Awareness— Seeing situations from multiple points of view and remaining mindful of how actions impact others. Keeping up to date with issues that affect area of responsibility. Professionalism— Projecting an image of maturity and integrity that creates credibility. Creating an unforgettable first impression. SAFETY TRAINING In-service and periodic training is supplemented by G4S Safety Training and Advanced Training programs. G4S delivers the weekly “Safety Moment” publications on topics such as: Slips, Trips and Fall Prevention How Stress can Affect your Safety Portable Fire Extinguishers Situational Awareness Safety is Everyone’s Responsibility Backing a Vehicle Safely Behavior Based Safety
- 8. P a g e | 8Confidential,Proprietary Commercial or Financial Information Through our easy to use Learning Management System (LMS), G4S Security Officers have access to hundreds of self-service online training programs to support ongoing training. The LMS is managed by the G4S North American Training Institute Corporate University and is enhanced continuously. Programs and courses include: 1,800 professionaldevelopment courseson a variety of topics including customer service, time/stress management, workplace violence, leadership and access control 42 safety courses 25 interactive security modules 100+ Microsoft Office training courses FIRST AID, CPR & AED In addition, personnel assigned to the account will successfully complete the First Aid/CPR/AED Certification conducted by our in-house American Heart Association (AHA) Corporate Training Center personnel. G4S is the largest AHA Corporate Training Center in the U.S. with over 520 instructors nationwide. Since becoming a corporate training center, over 72,449 G4S employees have become certified in AHA First Aid, CPR, & AED. VALUE-ADDED TRAINING In addition to the training programs outlined above, G4S provides all personnel with optional or value -added training opportunities at no additional labor cost as an investment in our employees’ career deve lopment. Making this training available provides greater job satisfaction, retention, and professionalism. This value- added training is available online via G4S’ Learning Management System (see below). Officers can take courses 24/7 at their convenience to improve their skills and enhance their professional development. Courses include: 182 training programs consisting of learning programs and workbooks 25 interactive security training modules 42 management skills programs produced by Harvard University Over 100 Microsoft Office training courses E-Safety courses G4S’ LEARNING MANAGEMENT SYSTEM To ensure all training is accomplished, G4S will employ it’s advanced, online- Learning Management System (LMS) to monitor, track and record training for all personnel. Our LMS, www.myg4straining.com, tracks web-based eLearning, instructor-led classroom training, read/print/sign documentation, Competencies, Certifications, and bundled courseware via Learning Paths. Using the LMS, G4S can generate the following reports: All training is then documented in each employee’s individual training record. This formal document records training (pre- assignment formal continuous, advanced training, etc.) and is entered into the individual’s online folder via PeopleSoft in our Human Resource (HR) System. Records contain the course description, the date completed and the grade earned, if applicable. It also contains information on continuous training to ensure that all training remains current. ON-THE-JOB TRAINING After being assigned to your location, Security Officerswill complete on-the-job (OJT) or site-specifictraining. We have allocated 16 hours of OJT designed for officers to take advantage of the tools and knowledge acquired from new hire and pre-assignment training and apply them to real-world scenarios through an interactive testing process. The curriculum will be strictly site-specific to your location and will be developed only after a comprehensive job-task analysis. We structure OJT to fully prepare a G4S Security Officer for the day-to-day requirements at your location, so it is customized and focused on their assigned job type and applicable Scope of Work associated with their position. Newly assigned officers are given a demonstration Course Enrollments Session Enrollments Course EnrollmentTasks User Competencies Users,Courses Sessions Log Entries Competencies
- 9. P a g e | 9Confidential,Proprietary Commercial or Financial Information of all the duties required, followed by the opportunity to show they understand and can efficiently complete the task. IN-SERVICE TRAINING We will provide 16 hours of annual refresher training to Security Officers serving your account on topics imperative to the security function and security policies and procedures. This training will be deployed periodically in a schedule agreed upon with your location and G4S. We encourage the input from our client in development of ongoing training in an effort to align evolving you in security initiatives into the Security Officer’s role. Thisallows G4S the opportunityto identifyany changesto policies and proceduresand ensures the officers understand howthe changes may pertain to their job. Our goal is to make sure all officers are up to date on all of your policies and procedures in order to be an efficient and proficient security partner. We do this to improve the skills and talents our employees, and to maintain a competitive advantage within the security industry through employing a highly trained staff. SUPERVISORY TRAINING PROGRAM G4S Secure Solutions Supervisors will complete the G4S Secure Solutions Leadership Manual course. The University of Maryland recognizes this self-study program as an 80-hour course and earns the learner 8 continuing education units (CEUs). This will be an OJT requirement that must be completed within 6 months of assignment as a supervisor. Subjects covered are reflected in the chapter titles below: Role of the security leader Transition from team member to team leader Traits of successful leaders Time and task management Safety and loss prevention Quality in decision making Interpersonal communication Employee relations Customer relations Change management Shift work, sleep, and optimum performance Substance abuse Stress management Police, community, and media relations Interviewing techniques (recruiting, hiring, and selection) Motivation, self-image, and success Team building Equal employment opportunity and the quality of work life Coaching and counseling Evaluating performance Progressive discipline Conflict resolution Dealing with abnormal behavior Ethical conduct Serving the security customer Career development OFFICER RETENTION G4S is committed to empowering our people to unlock their full potential and build rewarding careers. Our personnel have the opportunity to make a real difference, to enjoy the rewards of our shared success, and to feel secure in their careers. At G4S, we believe our people are one of our competitive advantages and are essential to the success of your security. Therefore, we are committed to developing and retaining the very best talent by providing comprehensive benefits, awards and recognition programs, and career development opportunities. These efforts have allowed us to achieve long-term stability in our workforce as evidenced by the employees’ length of service a quarter of our employees have over five years of service and one in ten have been with G4S for more than a decade. We believe that retention of our workforce is increased by respecting the input of individuals and teams; by providing the tools, support and opportunity for Officers to perform to the best of their ability; by promoting open and ongoing communication; and by sharing with them the success of a winning organization.
- 10. P a g e | 10Confidential,Proprietary Commercial or Financial Information Our retention strategy focuses on the key areas for the greatest results and those with the greatest value for our Officers, which include the following: Enhanced Benefit Programs Recognition Program & Incentives Training Programs Career Development & Growth Opportunities Competitive Wages COMPREHENSIVE BENEFITS PLAN Our comprehensive benefits plan is a key factor in the success of our retention rates. Offering a competitive salary, our plan allows personnel to thrive. Providing industry-leading benefit, our plan includes Affordable Care Act compliant medical insurance administered by BlueCross BlueShield. Our comprehensive benefits that support employees’ health and wellness including: $10,000 Basic Life Insurance & Accidental Death & Dismemberment through MetLife Dental Insurance with coverage through Delta Dental Vision Insurance provided through Vision Service Plan Employee Assistance Program (EAP) at no cost to the employee Premium benefits focused on employee work/life balance through comprehensive vacation, holiday and sick benefits 401(k) retirement savings plan administered by Voya Financial Additional voluntary benefits include: Short-term Disability, Accident, Critical Illness/ Cancer Insurance provided by UNUM and Whole Life Insurance by Voya FinancialEmployee savings and discount program through Great 4 Savings that offers negotiated employee pricing at over 30,000 national and local merchants, such asQuicken Loans,General Motors,AT&Tas well as perkssuch as Alliant Credit Union, ADP Pay Card, QualSight savings and more. Providing ongoing career development and growth opportunities through advanced training programs that earn employees college credits, career development programs, mentorship, and the Americas Leadership Program G4S News – our national magazine used to recognize employees’ achievements, showcase employees’ outstanding service to our customers, highlight our offices’ community service, and keep employees informed of the company’s latest happenings. Employee surveys: employees assigned to the account will be surveyed to provide key insights into overall employee satisfaction and identify areas to enhance & improve employee experience. Ongoing communications: fostering employee retention by listening to our employees, respecting their input, and keeping them apprised of their individual and collective performance through social media, corporate-wide Intranet, Career Center, and employee hotlines, including Safe2Say, our anonymous global hotline where employees can address concerns. Focusing on protecting the health and safety of our employees: Setting high standards for health and safety demonstrates our commitment to our employees to safeguard their wellbeing and in turn encourages them to do the same Global career opportunities: The G4S Career Center provides a resource, not just for job seekers, but also for long-term employees who may be ready for a new challenge or opportunity. G4S employees worldwide can register on the Career Center to begin taking advantage of our multi-lingual, community- based job board that allows our employees to develop relationships and share best practices and to be matched to the latest G4S jobs based on their qualifications and aspirations.
- 11. P a g e | 11Confidential,Proprietary Commercial or Financial Information INCENTIVE PROGRAMS Encouraging top performance is part of the G4S culture. We have numerous company-wide and regional programs designed to reward and retain competent and motivated employees. We understand that employee engagement means higher work performance and company loyalty, so we offer a company-wide recognition programs that all officers serving your location are eligible to receive. We will recognize top performers on your account through the following programs: Award Description Certificate of Achievement Learning Awarded for the successful completion ofa G4S North America Training Institute Program Certificate of Appreciation Service Presented in response to a letter of commendation for a job well done, or for performance of a valued act of service for the customer/G4S Certificate of Recognition Courage Presented in recognition of unusual & outstanding service, and for courage and initiative Certificate of Distinction Above & Beyond Presented for the performance of an act of valor above and beyond the call of duty; an act that reflects great credit on the individual, the customer, and G4S. Valor Award Exceptionalism Presented to employees who have received a Certificate of Distinction and are eligible for this prestigious award Officer of the Quarter/ Year Award Performance Administered on corporate wide basis to recognize employees for pride, positive attitude, leadership, courage and taking initiative. Officers are recognized locally on a monthlyor quarterly basis then eligible to be selected for the Regional Security Officer of the Year. Awardees receive a check in the amount of $1,000, a certificate signed by the Regional Vice President. National Security Officer of the Year Performance Selected from the awardees ofRegional SecurityOfficer of the Year to recognize individuals who have gone above and beyond the call of duty and represent G4S values Awardees receive a $2,000 check, a Certificate of Distinction & a commemorative plaque. The Awardee and a guest are flown to G4S Corporate Headquarters in Florida for presentation of the award in addition to receiving weekend accommodations, transportation and $1,000 for discretionary spending. G4S Value Awards Values Presented to nominees for SecurityOfficer of the Year who demonstrate actions in clear alignment with G4S company values: Integrity, Best People, Teamwork, Safety, Customer Focus, Performance and Expertise Awardees are selected from each value category and receive a Certificate of Distinction and $500 Service Award Tenure As a tribute and expression ofgratitude to the loyalty oflong-term employees,we offer an attractive service award program, recognizing employees in five-year increments as they reach their anniversaries. Gifts vary, based on length of service, from a $500 travel voucher for 20+ years of service to vouchers for redemption on brand name gifts such as jewelry or technology items Challenge “Coin of Excellence” Program Excellence G4S borrowed from a long-standing military tradition of exchanging challenge coins, which recognizes the importanceofbeing a partofa team.Outstanding G4S employees willbe presented with the “Coin of Excellence” to strengthen our commitmentto the G4S team.The coin embodies the G4S spirit,proudly projecting our corporate insignia and the Great Seal of the United States. Community Service Award G4S formallyrecognizes up to 3 offices or team sites each year for their participation in community events, initiating community service activities, supporting cultural events, or supporting local community and business development. PROMOTE ME!
- 12. P a g e | 12Confidential,Proprietary Commercial or Financial Information To enhance the talent development process and increase retention, G4S implemented an online community called PromoteMe! in the G4S Career Center.The community gives employeesa place to self-identifytheir interest and desire for advancement. PromoteMe! Members can showcase their current expertise and set a personalized, self-guided path for their own development. Utilizing the search technology of our one-of-a-kind Career Center, hiring managers can search for self-identified internal candidates that will meet specific needs in our company. These communities guide members to learning and development tools in and out of our Learning Management System to help them achieve their goals. Being part of the PromoteMe! Community gives each member a voice and provides a gathering spot where members can interactwith co-workers, specialists and leaders inside of the organization. Proprietary Technology Enhancements Our award-winning technology provides transparency, allowing you to see security in action with ongoing access to real-time data, and supplies you with the knowledge to make smarter decisions. By integrating G4S’ manned guarding with our technology solutions, we can also offer recommendations that focus on continuous improvement of your overall security program, allowing us to deliver greater peace of mind and allowing you to focus on high-level strategic planning. ADMINISTRATIVE FUNCTIONS The systems included in Administrative Functions integrate with one another, ensuring compliance and offering you the following benefits: HR System manages employee data, including background investigations, new hire screening and training, which incorporates into the Labor Scheduling system to prevent unqualified or unscreened personnel from being assigned to you. The Labor Scheduling system ensures a fully qualified and trained Officer is on post 100% of the time and, because Time and Attendance data feeds directly into Labor Scheduling, our client is provided with accurate and timely invoices and Security Officers are paid correctly. ‘SECURE-START’ CHECK-IN SYSTEM The company has implemented a computer based telephone check-in system using a state-of-the-art Interactive Voice Response System (IVR). This system provides real-time monitoring of arrivaland departure times at security posts. The primary function of the system is to verify officer presence at “cold-starts.” “Cold starts” are sites or posts that are not staffed on at all times. All call information is stored in a secure database at G4S Secure Solutions corporate headquarters, in conjunction with the reporting system used at our G4S 24/7 Communications Center. Caller ID is used to notify the system when an officer attempts to call in from a number not listed for a given post. The process requires officers to call in from the post to an 800 number to check in and out. If a check-in is missed, the IVR system can call the post and allow the officer to check in if they are present. If an officer is not present or is unable to check in, the system will notify the appropriate supervisor and the 24/7 Communications Center (NCC) of the missed check-in. If an officer needsassistance with a call to the Secure-Start System, they can be prompted to transfer directly to the 24/7 Communications Center to speakto a Customer Service Agent. Secure-Startprovidescustomerswith detailed reportsshowing any open posts, minutes open, compliance percentage as well as a detailed incident/case log report with resolution and notification record for any open or delayed posts. SECURE TRAX® Secure Trax®, our mobile-based software platform, will be deployed to your account to provide operational efficiencies and increase the effectiveness of the security program. As proven at customer accounts similar to your location, Secure Trax allows our officers to communicate directly with your designated representatives, perform specialized duties customized to the property, log incidents, report observations, performinspections and provide concrete data for analysisand decision-making.Deployed on a smartphone, Officers assigned to specific posts across your account will be equipped with Secure Trax to:
- 13. P a g e | 13Confidential,Proprietary Commercial or Financial Information Deliver increased operational efficiencies Real-time collection of actionable security data for improved decision-making Eliminate delays for receiving vital information when it is needed most Transparency of G4S’ compliance with contractual requirements Increased reliability of data vs. manual reporting Elimination of paper supports green initiatives PROOF OF PRESENCE To support our commitment of consistently meeting operational compliance objectives, this module uses several tracking mechanisms to ensure Security Officer proof of presence throughout the entire shift: Check-In / Check-Out: The Security Officer uses the check-in / check-out application at the beginning and ending of each shift. Particularly important at posts without 24-hour coverage, an operational alert is issued if there is a late check-in or an early checkout, so staffing gaps can be mitigated swiftly. Break Management: All authorized breaks can be systematically managed through Secure Trax. Any non-authorized or extended break results in an operational alert to a Supervisor. Guard Tour: Secure Trax has an advanced guard tour module where a patrol officer is required to perform "checks" within a facility(s) during a shift. Scheduled in advance, any variance to a guard tour results in an alert GPS Tracking: To support outdoor mobile patrol personnel, Secure Traxuses GPS technology to track movement throughout a shift. Using a geo-fence capability, a near time operational alert is issued if an officer moves beyond the boundary of the geo-fence. Random Verification: An alert feature designed to ensure Security Officers have the device in their possession at all times. A random number is displayed on the screen and the device is audibly alerted. The officer must re-enter the number into the device within a specific time period. CUSTOMIZED SECURITY AND SAFETY INSPECTIONS Based on customer specific requirements, Secure Trax provides the ability to create an electronic template to support security, safety, or facility-based inspections. Once created, Secure Traxprompts the Security Officer to execute the inspection consistent with customer-defined requirements. Examples of inspections include AED equipment, secure site, lighting, and behavior safety checks. The officer scans each location as directed using Near Field Communication (NFC) or bar code technology. Based on the type of inspection, the system automatically prompts the officer to record required information (e.g., record readingson equipment with automatic alertsissued if readingsare outside predetermined thresholds). DAILY ACTIVITY REPORTING (DAR) SYSTEM Through Secure Trax, all activities performed by Security Officers are captured by a DAR application. Configurable to meet the specific needs of our customer, the DAR application streamlines the process to collect shift-level activities and provides rich reporting capabilities via Insight. INTEGRATION WITH CUSTOMER SYSTEMS Information captured using Secure Trax® can also be integrated with a customer’s existing incident management system, reporting systems or command centers. INCIDENT DOCUMENTATION & REPORTING Using Secure Trax®, Officers will capture accidents, incidents,near misses and injuriesinstantly and provide real-time reporting, facilitating in the swift implementation of corrective action and notification. Once an incident is entered in Secure Trax, it is instantly transmitted to pre-defined account recipients, thereby replacing the need for paper incident reports. Prior to deployment, we will work with your location to create user defined categories specific to your operations such as lighting defects, physical plant issues, accidents,
- 14. P a g e | 14Confidential,Proprietary Commercial or Financial Information criminal activity, slip and falls, etc. When an incident occurs, officers will record an incident report synopsis in Secure Trax including: Categories Persons involved Police reports Digital photos Once recorded, officers have the option to notify your designated representatives based on category or severity of incident, enabling specific report distribution by you. For example, senior security management would be notified instantly of any critical incidents, and your building maintenance department would be notified of any simple property issues. G4S INSIGHT All data captured within Secure Trax® is automatically fed into G4S Insight, our customer-specificweb-based repository of key account information and user-friendly reporting tools. G4S Insight is primarily concerned with reporting the operations of your security team: how well they comply with post orders, how thoroughly they perform their assigned tours and where they are using GPS tracking. G4S Insight allows clients to quickly drill into data to learn more detail on any particular facet of their team’s performance and run customized reports on their data. G4S insight will provide your location with a customized reporting platform focused on core areas identified below. Detailed reports with filtering and drill- down capabilities are available on demand and can be exported in a variety of formats. COMPLIANCE This section provides access to your account- specific Key Performance Indicators (KPIs), such as Post Coverage, Retention, Training, Post / Site Inspections, Payroll & Invoice Accuracy and Penetration testing. Each KPI is reported on three levels: 1. Target (Committed) vs. Actual - Specified at a customer or post level with filtering capabilities to quickly view our performance against our commitments. 2. Standardized reports and graphs per each KPI - Filtering capabilities are provided to specify site(s), timeframes, and details of each KPI with export capabilities to PDF and Excel. 3. Customized reporting feature - An advanced, yet user-friendly element where customers can create customized reports in minutes. FINANCIAL TRACKING G4S Insight will provide the ability to capture your locations budget information to support Budget versus Spend reporting. This information will include statistical forecasting, invoice accuracy and overtime analysis reports. INCIDENT REPORTING The incident reporting section of G4S Insight includes:
- 15. P a g e | 15Confidential,Proprietary Commercial or Financial Information Ability to quickly search on key fields associated with people, vehicles, sites, and incident type. There is also the ability to search a word or phrase and the reports are delivered instantly in a PDF format. Standard reports and graphs with advanced filtering capabilities for easy drill down that are exportable to PDF or Excel. Pivot360 - An advanced analytical tool that allows customizable and personalized reporting. Each report can be dynamically represented as a graph using an integrated charting feature. TOUR AND INSPECTIONS Utilizing Secure Trax, G4S is able to provide unlimited options for automating and reporting guard tours, facility inspections or any other current manual checklist processes. A portfolio of reports and graphs, including compliance reports (e.g., completed vs. target scans) and detailed reports with filtering and drill down capabilities are available on demand and can be exported in a variety of formats. STAFFING Addressing everything from on-time compliance to Daily Activity Reports (DARs) to post orders, G4S Insight provides searchable work schedules, GPS tracking with geo-fence capability for outdoor patrols, and the tools you need to assure full contract compliance and the delivery of service on a daily basis. G4S Operational Expertise POST ORDERS Our service methodology begins with the utilization of best-in-class recruiting, training and retention programs in order to attract and retain the highest qualified officers assigned to your location. Officers follow a comprehensive set of instructions, called Post Orders. Post Orders are mutually developed and agreed upon in advance between G4S and customer representatives. Post Orders also ensure service consistency from one officer/shift to another. Through frequent site inspections,we verifythat each officer demonstrates a comprehensive understanding of the requirements contained within their post orders. G4S post orders are reviewed on a regular basis for accuracy, with any recommended changes presented to the client for formal approval before implementation. Our proprietary Secure Trax® platform will notify the G4S supervisor automatically if the scheduled officer does not check in 15 minutes prior to a post’s start time. Utilizing Secure Trax®, open posts automatically generate an email or text alert to local G4S supervisors, who will then perform corrective actions to ensure all posts are filled as scheduled. Further detail of the Secure Trax® benefits has been provided in the upcoming Technology section. LOCAL & REGIONAL SUPPORT The account will be locally managed, supported and staffed by our Charlotte NC area office, located at: 101 N. Tryon St Charlotte NC. This geographic compatibility allows us to properly supervise the account, gives us local knowledge of the labor market, and access to any additional resources that may be needed at your facilities during short-notice or emergency situations. The Charlotte area office has been operating since 1960 and currently provides more than 27,000 hours of service on a weekly basis with over 1,060 full time employees. The office operates 24 hours a day, seven days a week, with Supervisors on the road 24 hours a day conducting unannounced inspections, responding to issues, and assuring a consistent delivery of service. The G4S Charlotte Area Office team will work closely with you to provide first-level customer and operational support. The following outlines the project team assigned to your location, as shown in the organizational chart on the following pages. Our Charlotte office staff will also provide supplemental supervision and management during off hours, weekend and holidayperiods. Area Supervisorsoperate 24 hours per day, 7 daysper week and are available to provide management supplementation. Area Supervisors will monitor, evaluate and support Security
- 16. P a g e | 16Confidential,Proprietary Commercial or Financial Information Officers serving your location so that each may provide what it takes to deliver complete customer satisfaction. Their responsibilities include: Conducting announced and unannounced post inspections Implementing corrective action plans Assisting with selecting, training, and evaluating officers Reviewing the security program on a continual basis Assisting with special requests, problems, emergencies & extra staffing requirements Maintaining schedules and 24-hour efficiency Encouraging and mentoring security personnel on how to increase their productivity and service to the your location during their post hours Cover posts for short-term needs as needed Serve as the locations point of contact as needed As a global organization with decades of experience, G4S has the expertise, resources and programs in place to assist our clients in the prevention, deterrence and detection of security threats at their locations. We find the right combination of people, protection, customer service and technology to mitigate risk and provide a safe and secure environment. AREA OPERATIONS All G4S area offices are vigilant in their ability to respond to customers’ needs and are therefore equipped to operate 24 hours a day, seven days a week. The G4S local offices will provide the resources and guidance necessary to ensure that our contractual obligations are met, your locations expectations are exceeded and our personnel are able to perform at their peak. The General Manager is ultimately responsible for the delivery and management of all security services within his geographic boundary. At the local level, the general manager has been authorized to commit the security force resources necessary to satisfy contract requirements, conduct all required customer interface/inspections, and is expected to maintain the highest standards of quality. Corporate policy dictates that each area office follow standardized procedures in regard to recruitment, screening, hiring, uniforming, quality, payroll, training, and administrative functions. We have found that this standardization provides a common focus, strengthens communication, enhances supervision, reduces costs, and fosters interactive relationships by and between the corpor ate and regional management teams and the area office. Further, each area office is its own profit and loss center, with each area manager making his own operational and financial decisions. This means that key decisions pertaining to the day-to-day operation of the account (except as they relate to waiver of specific corporate policy) may be made immediately, at the local level. It is incumbent upon each office to maintain appropriate staffing levels that will enable us to provide the highest degree of professional service in the most cost-effective manner. The organization of our local area office provides experienced supervisory and administrative personnel support the area manager in the day-to-day operations of each account. This support includes, but is not limited to, the following: Client Relations Recruitment Background Screening Classroom Training Supervision On-the-Job Training Continuing Education Supervision Inspections Site Assessments Post Orders Uniforming Equipment Procurement
- 17. P a g e | 17Confidential,Proprietary Commercial or Financial Information We rely on our experienced local and regional management teams to effectively lead and manage our Officers. These management groups combine a foundation of law enforcement expertise with demonstrated experience servicing locations similar to the locations environment. Under the direction of the General Manager, G4S’ local area supervisors set the standard for customer supportasthoroughlytrained and experienced securityleaders.Theyregularlymonitor, evaluate and support our security officers to ensure that our contractual obligations are met, our customers’ expectations are exceeded and our personnel are able to perform at their peak. Supervisors will regularly encourage and mentor assigned personnel on how to increase their productivity and service to your account during their post hours. G4S will maintain a strict standard of employee conduct and competency and will initiate and administer appropriate disciplinary action when appropriate. G4S insists that the behavior of its personnel, both on and off duty, reflect favorably on both G4S and its customers. Area supervisors are responsible for: Conducting announced and unannounced post inspections Corrective action plans Assisting with selecting, training, and evaluating officers Reviewing the security program on a continual basis Assisting with special requests, problems, emergencies, and extra staffing requirements Maintaining schedules and 24-hour efficiency WEEKLY COMPARABLE STATISTICS (COMPSTAT) The CompStat model is a management tool within a performance management framework that incorporates analysis of key performance business data, strategic problem solving, and a clear accountability structure. Ideally, CompStat facilitates accurate and timely analysis of needs impacting both internal and exter nal customers, which is used to identify business patterns and potential problems. Based on this analysis, tailored responses are implemented through operational functions involving personnel, managers, account managers, supervisors, and branch and area resources. An accountability structure is critical to ensuring the analysis is acted upon and the responsesare implemented correctlyas well as assessing whether responses are effective in reducing turnover, overtime, non-billed revenue, payroll/billing accuracy. The net result is a collaborative effort for improving customer satisfaction, achieving operational excellence, and improving the profitability of the business unit. CORPORATE SUPPORT In addition to our local and regional support, your location will also receive the support of our dedicated corporate headquarters team. Corporate resources include: G4S North America Training Institute Strategic Accounts Group Experienced Transition Teams Systems Integration Safety & Risk Management Compliance & Investigations Services Security Best Practices Short-term & Emergency Services Business Processes Local Presence Our corporate office also is home to the G4S 24/7 Communications Center – our in-house call center. It is set-up to allow customers to make a single call to the local office for any issues that may arise after hours. This eliminates the need to make numerous calls when a problemor emergency arisesafter normal business hours. After normal business hours, our 24/7 Communications Center Representatives will have access to your after-hourscontact information and response protocolsand we can customize proceduresatthe request
- 18. P a g e | 18Confidential,Proprietary Commercial or Financial Information of your location Representatives will immediately dispatch the appropriate G4S personnel to respond to the emergency or issue. The G4S representative will follow up with the responders to confirm resolution of your call. A log is created for each call including the notifications sent and the final resolution reached. Employee Benefits –factored into this proposal are: Vacation: - 1 week (40 hours) after 1 year - 2 weeks (80 hours) after 2 years – CPO ONLY - 3 weeks (120 hours) after 5 years – CPO ONLY 6 Holidays paid at time and one half if worked, and is included in the bill rate Sick Time - One (1) day of sick time after every four (4) months worked Comprehensive Major Medical PPO Plan administered by BlueCross BlueShield Dental Insurance administered by Delta Dental (optional, employee paid) Vision Insurance administered by Vision Service Plan (optional, employee paid) $10,000 Life and AD&D Standard 401(K) Uniforms – No deposit required Standard Incentive and Recognition Awards Employee Assistance Program Medical Insurance Plan At G4S we have a clear understanding of the requirements of the Affordable Healthcare Act (ACA) and our plans provide the health coverage that our employees need and deserve. G4S’ plans are renewed each year on November 1st; if any changes in cost or changes due to legislation or the interpretation of same; we request the opportunity to revisit our rates. The costs of insurance is influenced by a multitude of factors including, but not limited to, employee participation, claims history and other factors outside of our control. These factors are universal for all employees regardless of their industry and are not G4S specific, so any increases would be experienced with any provider. Benefits Eligibility G4S qualifies employees with 32 or more hours per week as eligible for the identified benefits program. Overtime The rates quoted are based on a 40-hour workweek schedule. Overtime billing rates will apply when your location places our personnel in an overtime posture for pay purposes as a result of your schedule (over 40 hours per week) or if additional hours are required outside the regular schedule. G4S will endeavor to use part-time personnel whenever possible in order to avoid overtime rates. Our personnel will be paid time and one half their base pay rates for overtime and the corresponding bill rate is 1.4 times the straight-time bill rate. Equipment The rates quoted include one (1) Secure Trax unit. Any additional equipment that may be required can be direct billed to you as incurred. Uniforms G4S will furnish each officer assigned to a location with a complete complement of the agreed upon style security officer uniform to include foul weather gear. Personnel are required to maintain their uniforms in a neat and orderly manner at all times. Uniforms are provided to the employee at no cost or deposit. Price Escalation Process Prices are typically locked in for one year with subsequent years negotiated on an annual basis. The escalation process would occur through annual negotiation between G4S and your location to reach a mutually acceptable price adjustment prior to the start of the next contract year (typically two to three months in advance). Price escalation is based on factors such as wage increases, possible changes in payroll taxes and insurance (PTI), and changes in health/life insurance premium costs. G4S only increases rates to cover cost escalations and does not attempt to increase our overhead and profit percentages.
- 19. P a g e | 19Confidential,Proprietary Commercial or Financial Information Additional Service Offerings G4S has a vast array of services and technologies to choose from in developing the integrated solutions programs that are best for your company. We are exclusively positioned to leverage these services collectively and we welcome the opportunity to discuss the incorporation of these services into your program in order to create greater efficiencies and bring the most value to you. Some of these offerings include, but are not limited to: G4S SECURE INTEGRATION G4S Secure Integration has extensive experience in providing world-class electronic and physical security solutions, installations, upgrades and additions for our nation’s critical assets, government facilities and corporations. We deliver customized technical services with single source efficiency, regardless of the size or complexity of a project. As a leading systems integrator within the security market, G4S Secure Integration has the knowledge and experience necessary to identify and help mitigate security risks. G4S CORPORATE RISK SERVICES G4S offers a full array of corporate risk services which are available to you, its tenants, and corporate partners. These services include: Corporate Investigations Risk Consulting Executive Protection Information Protection and Intellectual Property Compliance and Hotline services Behavior-based training G4S REMOTE VIDEO & ALARM MONITORING CENTER The G4S Remote Video and Alarm Monitoring Center enables us to optimize the efficiency of officers, serving as a force multiplier to reduce or in some cases eliminate guard posts while providing an additional cost effective level of security. The Center’s live video feed provides an extra set of eyes that is not subject to the effects of an alarm or event. Instead, operators are able to observe and report within the response guidelines which are predetermined and documented by clients (along with G4S management). Remote viewing of video is particularly valuable in after-hours situations as a means to assess an alarm prior to dispatching patrol services or contacting local authorities. In addition to monitoring live video feeds, the Center provides monitoring for advanced video analytic generated alarms and events, scheduled and ad hoc video guard tours, video and audio chaperoning of employees, lobby management, Intrusion, remote monitoring and control of gates and doors, and other functions. The Center can utilize strategically placed cameras and live video intake equipment at client sites monitored by a centralized location outside of Boston, MA. Through security site assessments, G4S can recommend specific reductions in guard hours by replacing static and roving personnel with off-site video monitoring, providing customers with hard dollar savings through a reduction in labor expenditures.