Ensuring The Quality Of Temporary Officers

Jul 1, 2003 12:00 PM

For many customers that regularly need temporary security officers — such as the retail and loss prevention industry — long-term security contracts simply do not work. However, many firms claiming to offer temporary officers, especially in the special events market, sacrifice training and quality-control to maintain profit margins.

Based on an ongoing relationship with retail loss prevention managers and directors, TempGuards, Bellmawr, N.J., was created to offer a one-call nationwide temporary officer solution.

“Before TempGuards, it was hard to find temporary security guards onvery short notice and at the strange times we needed them,” says Bill Heine, vice president, corporate security, of Dallas-based Brinker International — a restaurant management company for such brands as Chili's, Corner Bakery Café, On the Border, Maggiano's, Cozymel's, Macaroni Grill, the Bog Bowl and Rockfish Seafood Grill.

TempGuards does not directly employ any security officers, rather it offers the resources of more than 100 contractors that have been vetted to ensure proper licensing, training and capabilities. The company also works with pre-negotiated rates and contracts, thus ensuring standards for TempGuards customers.

TempGuards says its business model provides an advantage over other contractors attempting to handle temporary “specials” because it takes on many of the contract management responsibilities that loss prevention and security managers and directors may not have time to complete.

For example, TempGuards only works with consultants that have passed a rigorous validation process — testing all aspects of performance from qualifications and training to pre-employment screening — to ensure quality control measures are in place.

TempGuards also provides liability coverage at customer sites, whereas most temporary providers will not. It also requires contractors to maintain liability coverage throughout the deployment — regardless of length. The TempGuards validation process helps to shift the liability burden away from the customer.

In the event of a subsequent breach, definitive statements from contractors regarding training, qualifications and performance standards are gathered to help establish the baseline performance upon which any deviation is to be measured. In addition, by committing to such minimum standards up front, contractors later find it difficult to argue good faith mistakes.

By proactively monitoring required daily reports from each site, customers can get timely updates of attendance, tour and incidents. These reports are saved in electronic formats for delivery to their customers and for easy archiving. They are reviewed daily and weekly by trained analysts to spot early warning signs of potential problems.

Share your story…

Every month, we are offering information about managing guard services and leading in-house staff. Among other things, this page will offer an opportunity for readers to share the management lessons they have learned and to provide other helpful information to their peers in the industry.

To offer suggestions, or to contribute to this page, contact Jennifer Pero at 770-618-0135 or e-mail jpero@primediabusiness.com

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