Updating the profile - What we're seeing at Doyle Security Services, Inc.

Some years ago, a site manager pulled the general security manual for his building from a desk drawer and noted that a set of pictures had saved the day on more than one occasion. Unlike the aerial view and street maps that we have as standard with every site manual, his had a series of street views as well. They were taken at eye-level and carefully marked. If you had the sheets in hand, you knew exactly what was north, south, east or west when you walked out any of the facility's doors. There were daylight and night photos so his officers could always be comfortable with their surroundings. The extra added material made it easier for officers to lead tenants to a safer area when a sink-hole developed in the street that was the normal path to the building evacuation "meet-up" zone. Obviously, we saw the value in the approach and made sure that all sites upgraded their manuals so they had the equivalent in their building-specific instructions. Recently, I asked the same manager what was new. Sure enough, there was something new! He'd met with the facilities and maintenance crews to find out which nearby streets had the water mains, where the gas lines came into the building and where the 3-phase power was routed from the street into the facility. In the manager's view, after the explosion and building collapses in the East Village, he just thought that this additional information needed to be part of the safety profile for everyone on his team. If for nothing else, when all building personnel were involved in addressing a crisis, officers who came in contact with first responders, could speak intelligently about these most basic issues and perhaps save precious minutes. As the manager explained, the maintenance people were not too keen on the idea at first, so he had the facility chief quiz the officers until he was satisfied with how they were answering inquiries. He also made sure they were directing responders to his crew and not discussing anything that they were not equipped to answer. This particular approach was not applicable across the board, but where appropriate, we've engaged facility leaders in providing an outline of these essentials for our officers. Then they go through a thorough testing to make sure they are properly prepared. From a recognition perspective, in 2014 DSS started an award program, recognizing the Outstanding Security Officer of the Year from those who achieved Security Officer of the Month status. There were a number of nominees but the winner was an officer who continues to demonstrate skills and perspective that he developed during his military training. He's expanded on these important attributes and is now assigned at a major regional security control center. If you ask Robert Marciano, he's just helping to get the right people to the right places and mitigate emergencies. He combines technical expertise and a clear sense of purpose and we were pleased to recognize Robert Marciano as our first Doyle Security Services Inc. Officer of the Year. So, what else is new: we are expanding our TQM initiative. And, instead of it being a 'ho-hum' issue, it has taken hold because Tom Tabosky has a different approach for coaching our internal staff as well as field personnel. Interestingly, our clients have been borrowing Tom to do some coaching for their own employees and putting his services to work for them. If you would like some updates on how TQM initiatives have been serving up improvements in performance and accountability, just drop us a note at: [email protected]. We'll get material to you at no obligation. We are at your service. Mario Doyle, CPP is chief operating officer at Doyle Security Services, Inc., Valley Stream, N.Y.