Fall 2012
Sentinel The
A quarterly look into our company, our employees, and the industry we serve
In This Issue CEO Letter. . . . . . . . . . . . . . . . . 2 Employee Highlights. . . . . . 3-5 Technology & Training . . . . . . 6 Industry News & Knowledge . . . . . . . . . . . . . . 7 Healthcare Security Services. . . . . . . . 8-15
Company Vision ODS has a shared vision with our clients for collaborative efforts towards establishing a high quality, reliable security service that allows for seamless integration of personnel, policies, and procedures. Our goal is to execute a solution that allows clients to focus on their core business objectives, as we focus on providing superior 24/7 security services.
The Industry Leader In Security Services
Holiday Theft With the holiday season comes an increased risk of theft and security concerns. ODS officers are always on high alert when it comes to safety and security for our clients. 1. Keep your wallet in a tight place (pants pocket) rather than in a loose coat pocket where it could easily fall out or be grabbed. 2. Never leave a purse unattended – even for a second. 3. When using an ATM, make sure you know who is around you and be careful entering your PIN to protect it from those standing by. 4. Always park in a well-lighted area of parking lots. 5. Have your keys in your hand before entering the parking lot so you can quickly and easily get into your car. Lock your doors once you are in the car. 6. Never leave packages, laptops, or other bags in a vehicle where they can be seen. 7. Don’t carry a lot of cash or credit/debit cards you don’t plan to use. Also, keep a list of your credit card numbers somewhere safe at home in case they are stolen so you can quickly cancel them. 8. There is safety in numbers so shopping with a friend or family member is always a good idea.
Online Shopping Tips Safety and security are an issue online too. You don’t have to be in a crowded mall to be vulnerable to thieves. 1. Use a safe and secure internet connection so hackers can’t steal your information. 2. Make sure you are ordering from reputable, secure sites (“HTTPS” means it is secure). 3. Don’t allow websites to store your credit card information when shopping. It takes a few minutes to enter it each time, but it is an added level of security.
Protect Personal Data on Hand-held Devices Mobile phones can be a valuable link to family, friends, and business. But protecting yourself and your data is essential. 1. Consider the available protection coverage on your phone in case it is lost. 2. Protect your phone and personal information with a passcode. Many people ignore this important step but the seconds it takes to enter a passcode today can save you huge headaches later if your phone is lost or stolen. 3. Use an app to keep your phone and data backed up frequently. Try BullGuard Mobile Security (www.bullguard.com) or AvastMobile (www.avast.com) as options. 4. Activate or install GPS tracking software on your phone. It allows you to geographically track your phone if it is missing. It even allows you to delete the memory and data for enhanced protection if needed. 5. If your mobile device is lost or stolen, be sure to change all of your passwords immediately. Your phone in the hands of someone else can provide them with financial/banking, email, or other passwords stored on the device.
Old Dominion Security
The Industry Leader In Security Services
Community Partners ■■International Association for Healthcare Security & Safety - IAHSS (ODS is a Gold Sponsor) ■■ASIS International ■■American Heart Association ■■Wounded Warrior Project
A Letter From Our CEO and President
Welcome to our Fall issue of The Sentinel newsletter. It’s been a busy summer and fall for all of us at ODS and we appreciate that our clients have placed their trust in us to deliver high-level security services. Our professional security officers and management have taken on numerous security challenges as a result of massive power outages, weather related issues, and other incidents.
■■Virginia Young Presidents’ Organization
We are proud of how our team has stepped up to each and every challenge and delivered beyond our client expectations. You’ll read what many of our clients had to say about the ODS security officer responses throughout this issue of The Sentinel.
■■Virginia Healthcare Emergency Management State Forum ■■NCHEA 2012 Spring Sponsor
The ODS EEMR Principles The ODS leadership and management team members have solid experience managing a broad breadth and depth of security services across all targeted business sectors. Our leadership team, management, and officers adhere to these principles: ■■Enhance security through training and technology ■■Elevate through industry leadership ■■Motivate for achievement ■■Reward for outstanding performance Our focus on integrity and strong work ethics reflect positively on our company, and this leads to the continual growth of our services in every sector. Quality management is the job of every individual employed by ODS and we take our job seriously — ensuring 100% customer satisfaction and high quality security service delivery.
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Rafe Wilkinson CEO and President of ODS
Our management team has been busy speaking at numerous conferences and seminars throughout the country on security related concerns and response. Lisa Pryse, CHPA, CPP, and President of ODS Healthcare Security Services, delivered multiple presentations, including the August ,“Aligning Your Hospital Security Program” webinar, with the current IAHSS president, Bryan Warren.
Lisa also presented as keynote speaker at the 5th Annual Hospital & Healthcare Security and Safety Conference on the Gold Coast of Australia on October 25-26, 2012. The event focused on encouraging communication and building relationships between safety and security professionals and the clinical/nursing staff as they work side by side daily. The week of October 8 was a time to celebrate and recognize our healthcare security officers during “Healthcare Security & Safety Week 2012”. The governors of Virginia and North Carolina signed the official proclamation to recognize this important week for these dedicated security officers. We are proud of the healthcare security officers we employ through ODS, and appreciate and value all of our ODS security officers in every sector we serve. Our goal continues to be delivery of the highest level of safety and security services for our customers. We do that by delivering expert, professional security services, continually identifying ways to improve, and creating comprehensive solutions to meet our clients’ needs. We also recognize that delivering outstanding security services is the best way we can help our clients manage costs. We look forward to all that the coming months have to offer for our organization and our clients, and we thank our clients for trusting us to provide services for their security and safety needs. We take our responsibilities seriously and we strive to improve and enhance delivery of services every day. Thank you for allowing us to be a part of your ongoing success and growth. Rafe Wilkinson, CEO
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Employee Highlights ODS Welcomes Christopher Belden, Police Lieutenant at ARMC ODS is proud to welcome Christopher Belden to our organization as Police Lieutenant at Alamance Regional Medical Center (ARMC). Belden has extensive experience in law enforcement, weaponry, and security service leadership. “Chris brings a wealth of experience and expertise in weaponry and security services to our organization. He is a key member of our ARMC team where he will support the ODS mission to continually deliver outstanding security services and ensure the highest levels of security and safety possible,” explains Chris Cromer, the ODS Director of Security Services for ARMC in Burlington, North Carolina. Belden previously served as a police officer with the Duke University Police Department. He is an expert in marksmanship, currently completing his training as a Master Marksman. He has received multiple awards and recognition for his expertise, including Expert Marksmanship awards each year from 2008-2011 from the Duke Police Department. Belden holds multiple certifications in security services including Crisis Intervention, CJ Leads, Bicycle Patrol, Public Safety Briefing, CPI Certified Instructor, and IAHSS Certified. He completed Basic Law Enforcement Training at the Chapel Hill Police Department and will complete his Bachelor’s Degree in Criminal Justice from the North Carolina Central University in 2013. “ODS is honored to have Chris join our security services team. We are fortunate to have someone with his depth and breadth of experience in security services management, law enforcement, weaponry, and leadership,” says Lisa Pryse, CHPA, CPP, ODS President of Healthcare Security Services Division.
ODS Employees in the Spotlight ODS Security Officers Sandy Parker, Dylan Phillips, and Thomas Dickerson all received an Edible Arrangements gift basket from a visitor whose car had been valet parked at a client’s location. When they went to retrieve her car, the tire was flat. All three Officers assisted the elderly visitor in safely changing her tire. She was so grateful for their help and caring attitude that she sent them the basket. Congratulations to these outstanding officers and the work they do every day!
Congratulations to Nancy Pennix ODS Officer Nancy Pennix was honored by the Board of Directors and Alamance Regional Medical Center Administration at a banquet at the Alamance Country Club in Burlington, NC for 5 years of service. “We are very proud and honored to have Mrs. Pennix on our amazing Old Dominion Security team. Great job!” commented Rafe Wilkinson, ODS CEO. “Mrs. Pennix is an example of the type of commitment we have from all officers and staff here at ODS.”
ADP and EAP Solutions Our ADP website portal provides ODS employees with valuable information and resources. Be sure and visit the website when you have questions about benefits, services, payroll, time reporting, or what’s happening at ODS. This easy, convenient website for employees makes it easier to find what you need, when you need it. Visit the ADP website at this address: https://portal.adp.com/ public/index.htm. You can also access our FREE EAP service from this website. You can also access the site from our ODS website by clicking on the “Employee Access” link in gray at the very bottom of the home page. You can access information on parenting, aging, balancing, thriving, working, living, and much more. Download the EAP Healthy Exchange newsletter and other brochures on a variety of topics. The free EAP program is available to all employees, their families, and those living with them in their immediate household. Referral to expert resources is available to all of our employees — so visit the EAP website today.
ODS Security | 3
Old Dominion Security
The Industry Leader In Security Services
Employee Highlights
Customers are Talking About ODS Greg Brison, director of emergency management and security for Falls Church Inova Health System, describes Old Dominion Security’s services as outstanding. “They are very responsive,” Brison said. “Rafe [ODS CEO] has a tougher selection process than the other vendors I looked at. I wouldn’t have risked my career bringing him in if I didn’t trust him.” Bill Payne, director of facility engineering and safety at Alamance Regional Medical Center in Burlington, N.C., hired Old Dominion Security to handle its security department. “They are exceptional,” he said. “What makes them different from any other security company we have used is that they specialize in healthcare. They have the expertise to do it right.” “I am pleased to advise that we have successfully transferred the building onto the new Dominion Power transformer and restored utility service to the building. Once again I must thank.... Old Dominion Security, and the building engineering staff for their extraordinary support of this effort......” ~ Another satisfied ODS client! “Recently, ODS Commercial Division received a request from our client to provide a daytime security officer at the their location on the Boulevard. This officer was primarily to provide peace of mind for employees who were being harassed by various different people as they were walking to their cars. We recently received a voicemail from a client representative regarding the performance of Officer Pam Cosby during this extra coverage. She stated that Officer Cosby was “great” and is doing a good job “resolving the situation.” Great job Officer Cosby! “A client recently described a pretty severe leak in one part of his buildings during a weekend. Officer Javon Turner responded immediately and helped to get the water cleaned up and the leak under control until the client could get in touch with a plumber. This is just one more example of how our ODS officers go above and beyond their job requirements.” ` James Baldwin, ODS Account Manager.
ODS is the Platinum Sponsor for the 45th IAHSS Annual General Meeting and Conference Hilton at Myrtle Beach, May 5-9, 2013 4 | The Sentinel - Fall 2012
ODS officers completing written exams.
A letter from our client Good morning Dana. My name is Mike and yesterday I drove to Duke Raleigh Hospital to meet with [staff]. Regretfully, in returning to my car in your parking lot, I discovered my battery had died. I briefly debated contacting AAA but considered this would take upwards of 45-60 minutes. I decided to approach your security team to see if I might get help in jumping my car. When I got to within 10 feet of one of your security guards, he stopped what he was doing, made eye contact with me, smiled, and said, “Good afternoon sir, I am David Jeffers, how may I help you today?” I must say, this took me by surprise since I felt I was approaching someone who would feel interrupted. I explained the car battery and asked if he could help me. He responded without pause, “Oh I can absolutely help you. We will have you out of here in just a few minutes. Let me grab my box and you’ll be on your way.” Three short minutes later I was driving back to Duke, still amazed that they have such boxes, and, more than this, that you indeed have a special employee in Mr. Jeffers. This was 5 star customer service at its best. Please pass along my gratitude. I told him I wanted to write this note and asked him for his contact information and superior’s name. Michael R. Gagnon Executive Director, Orthopaedic Surgery Duke University Medical Center
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Employee Highlights ODS Saves Client Thousands of Dollars Diana Spofford and her team are taking security to the highest level in Tidewater! E. Thrailkill was on patrol in the rear lot of a client location on August 12, 2012 at approximately 0200 and heard a ratchet sound and the sound of a tool drop. E. Thrailkill immediately went to the side street to see if she could observe movement or a car. She continued to survey the area after calling for back-up. She immediately notified Field Supervisor Del Carmen to let him know there was a possibility of an intruder onsite. F/S Del Carmen arrived onsite a few minutes after she called and patrolled through the back lot but could not find any intruders. However, there were multiple catalytic converters laying on the ground. F/S Del Carmen instructed S/O Thrailkill to call the police. The Police arrived a short time later and found 13 catalytic converters. This saved the client thousands of dollars thanks to the ODS officer’s alertness, training, and quick action. This is how we do it!
Who Needs a Flu Shot and Why The Centers for Disease Control (CDC) recommend that people get vaccinated against the flu as soon as the flu season vaccine is available. It takes about two weeks for antibodies to develop in the body and protect against the flu. Unless otherwise advised by your personal physician, you should get the flu shot. (People allergic to chicken eggs and children less than 6 months of age should not get the vaccine.) People who are at high risk of developing serious complications like pneumonia should get the vaccine. That includes the elderly, those with chronic disease, and pregnant women (according to their personal physician’s approval). People who live with or care for others should also get the flu shot. Caregivers can pass the flu along to those who are most vulnerable. Getting vaccinated each year provides the best protection against influenza throughout flu season. Always check with your doctor to see if the flu shot is right for you.
ODS Officers Exceed Expectations From James Baldwin, Chris Kinne and Troy Gray The Richmond management team would like to extend a special thank you to all of our ODS Officers in the Richmond Corporate Division. From August 22 to September 29, ODS was asked by a client to provide three officers around the clock for a special fire watch job. That’s 504 hours a week! All in all, this project directly involved 33 different officers. This number does not reflect the Site Supervisors who had to adjust schedules or other officers who pulled extra hours or took extra shifts just so we would have the resources to staff this request. Almost every Commercial site in the Richmond area was affected by this job. In the end, we were able to meet and surpass the client’s expectations. This project was the definition of teamwork and we are honored to have such a dedicated staff to work with in these situations. Awesome work team!
Shoplifting Averted by ODS Officers ODS Security Officers at a client location recently had an experience with a shoplifter. Security cameras were available and officers were monitoring a gift shop and noticed suspicious activity. The officer came to the shop as a woman approached the counter to make a purchase. As the ODS security officer began a phone conversation with another ODS officer about the situation, the suspect asked, “Is he calling about me?” The officer apparently made her nervous, though he just stood quietly near the counter, and she voluntarily took an item from her bag and stated, “I didn’t mean to take this. I’m giving it back.” She also had another item from the store and the clerk asked her if she was buying that along with her candy, and she said, “No, I’m putting it back too.” Since she didn’t leave the store with the items no further action was taken. The client was very relieved to know that an ODS officer was available. “Just having an officer show up may be the deterrent that is needed,” the client explains. Thanks to our ODS officers for taking appropriate action, and for another job well done!
ODS Security | 5
Old Dominion Security
The Industry Leader In Security Services
Technology & Training
Active Shooter Policy Security services today encompass a broad array of services, technology, and policies. An active shooter policy has become a primary concern for many organizations – healthcare, commercial, and governmental. Organizations are wise to develop a company reaction policy to active shooter incidents to ensure quick staff responses in an emergency situation. Being prepared can save lives. Recent years have shown an increase in active shooter cases throughout the country. There have been approximately 30 incidents of shooters in workplaces in 2012 alone (as of mid-June), according to the Center for Personal Protection and Safety (CPPS), Spokane, Wash. About a quarter of those occurred in healthcare facilities. Active shooters attempt to maximize casualties and cause major confusion without concern for their own personal safety or the threat of capture. They are willing to risk their own lives and take the lives of innocent victims in healthcare facilities, offices, college campuses, and anywhere that people gather. According to most reports, the most damage by active shooters is done in the first 10 minutes of an incident, with shooters often moving throughout an area until finally stopped by law enforcement, security, suicide or some other occurrence. “It is vital to develop communication procedures for an active shooter situation before the unthinkable happens. This includes detailed and documented methods to communicate among staff, as well as with visitors and law enforcement,” says Lisa Pryse, healthcare division president of Old Dominion Security. As an expert in active shooter training and response, Pryse has seen changes in response time over the years. “The time before police arrive on the scene is known as the extreme danger gap. This period of danger has become shorter and shorter in recent years due to Immediate Action Rapid Deployment (IARD), a police tactic where first responders are often regular officers,” Pryse explains. Pryse recommends creating a plan and conducting drills together with both your local law enforcement and staff at least annually. “You should conduct full drills whenever possible, but a walkthrough or a tabletop exercise is also beneficial,” she emphasizes. Tiimothy Quist, Brent Mast, Chad Ellis, Avante Chew, Ronnie Alderman, Gary Tew, Chris Cromer and Gladys Brown all of ODS recently participated in planning, implementing, evaluating active shooter drills at their respective facilities. Taking this important
6 | The Sentinel - Summer 2012
step enhances the security services available at these locations and equips them to more effectively handle an emergency situation. Being prepared for the unexpected and the unthinkable requires proactive planning, forethought, and practice. ODS specializes in creating strategies and policies for active shooter incidents and other situations. Pryse has conducted multiple trainings and national seminars on this topic and her expertise enables ODS to take a leadership role in ensuring safety and security for clients. For more information on Active Shooter Policy and Containment, contact ODS.
How ODS Officers Deliver a Quality Customer Experience How do ODS security officers deliver the highest levels of security, safety, and customer experience in our industry? ODS rewards and recognizes officers for outstanding performance. We encourage high performance and provide officers with the training and tools to succeed. We recognize that highly trained and satisfied employees perform at the highest levels. The ODS Training Academy offers career advancement opportunities for officers and rewards them for higher levels of training, certification, and other professional designations. We facilitate a state-of-the-art mentoring program that allows newer officers to learn by working closely with a mentor or manager for a specified period of time. We recognize that the highest level of security and personal officer satisfaction is derived from excellent training. Our training starts with general security training and includes higher levels of training and certification throughout the process. It also includes training classes specific to our client’s organization and environment for the optimal customer experience. We don’t stop with this initial training. ODS offers ongoing training opportunities, career paths, and advanced training for officers to obtain certification and designations in a variety of industry-leading areas. Once again, the better satisfied the employee, the better he or she will perform.
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Industry News & Knowledge
ODS Core Values and Philosophy The ODS core values and value proposition offer enhanced security services for our clients. Our services are directed by security industry leaders with a focus on cost-effective, high-quality security that recognizes and responds to each unique industry we serve.
Mission and Vision
Core Values
The ODS mission and vision is to
Our core values drive the performance of our officers, supervisors, managers, and senior management team. Our people at every level have a shared vision for success and that makes ODS the best security services partner and employer in the industry. Our employees focus on three (3) core values that drive our success:
“Deliver outstanding security services to each client with consistent respect for individuals, always taking a professional approach and prudent action, while gaining customer trust through dependability, and delivering diligent protection of our customer environment.” This mission is based on our primary beliefs in: 1. 2. 3. 4. 5.
Respect Professionalism Prudence Dependability Care
Our vision is to continually expand and enhance our outstanding security services as the leader in security services for healthcare, commercial, and government clients.
Core Values
1. Deliberate commitment to purpose 2. Delivery of outstanding security services and customer service 3. Making a positive difference for our clients and their constituents ODS has a shared vision with our clients for collaborative efforts towards establishing a high quality, reliable security service that allows for seamless integration of personnel, technology, policies, and procedures. Our goal is to execute a solution that allows clients to focus on their core business objectives, as we focus on providing superior 24/7 security services. As an employee of ODS, you are charged with upholding these core values and contributing to success in achieving our mission. We are honored to have you on our team.
Our Philosophy is Based On
1. C ommitment to purpose
■■Use of best practices across the organization
2. Delivery of outstanding security services
■■Extensive security services experience that is industry-specific
3. Making a difference
■■Consistent delivery of quality services
Our Commitment “ Staying true to our philosophy of treating each client as our only client ensures we exceed client expectations every day.”
■■Short and long-term cost-savings opportunities ■■Multi-year contract savings opportunities ■■Cost-effective pricing ■■High retention rates of security staff ■■Comprehensive and ongoing training programs ■■Highly skilled, compassionate and caring security officers ■■Individuals operating with strong ethics and reliability ■■Seamless integration into each unique environment
ODS Security | 7
Old Dominion Security
The Industry Leader In Security Services
Heathcare Security Services
ODS-MWHC Security Department Celebrates the 2012 Healthcare Security & Safety Week! It was a weeklong celebration of the 2012 Healthcare Security & Safety Week for ODS Officers at Mary Washington Healthcare and other healthcare facilities served by ODS. We are proud of the commitment, hard work, and dedication of our healthcare security officers, as well as our corporate and government security officers. This special week of celebration was set aside by the governors of states to recognize the significant contributions made by our security officers throughout the healthcare industry. Healthcare security officers at MWHC enjoyed: ■■Pizza lunch and dinners ■■Raffles and drawings, including a 7” touch-screen tablet computer prize ■■A specially-decorated cake with the “ODS Healthcare Services” logo, a Security Officer badge, and “2012 Healthcare Security & Safety Week” ■■Officer gifts included note pad and pen set with the “ODS Healthcare Services” logo.
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Heathcare Security Services
We congratulate all of our Officers on a great, pride-filled week celebrating our profession and their commitment to our clients. ODS Security | 9
Old Dominion Security
The Industry Leader In Security Services
Heathcare Security Services
5th Annual Hospital & Healthcare Security & Safety Conference “Protecting People, Property, Information, Activities and Reputation. Hear the latest, best-practice protocols for all areas of hospital security from facility design to technology to emergency preparedness and all other aspects of protective security.” ~ IIR Conferences
October 25 -26, 2012 | Radisson Resort Gold Coast The 2012 event was held on the beautiful Gold Coast at the Radisson Resort Gold Coast in Australia, and convened on October 25-26, 2012. The conference featured new case studies and sessions on topics as diverse as: ■■Preventing aggression in the ED ■■Aligning cost cuts with increased productivity ■■Change management and cultural change ■■Reducing seclusion and restraint in mental health units ■■And more.
Lisa Pryse (2nd from right) and Australia IAHSS members.
This year’s event encouraged communication and building relationships between safety and security professionals and the clinical/ nursing staff they work with on a day-to-day basis.
■■Reducing Seclusion and Restraint in Mental Health Units
It offered solutions to the on-the-job challenges that confront Emergency Departments, Mental Health Units, and Ambulance and Police services every day. The fantastic line-up of new speakers and past favorites included Lisa Pryse, President-Elect, IAHSS and President, ODS Healthcare and Chief of Company Police, along with many other great speakers and facilitators. The event covered a comprehensive array of topics, including: ■■Effectively Align Your Hospital Security Program to Cut Costs While Increasing Productivity ■■Security at a Forensic Hospital: Specialist Mental Health Care for Mentally Ill Patients Who Have Been in Contact with the Criminal Justice System ■■The Benefits of Integrating Security Services, Occupational Violence Prevention and Crime Prevention into One Plan ■■Preventing Aggression in Emergency Departments: Exploring Staff and Public Perceptions and Implementing Violence Risk Screening ■■Change Management and Dealing with Cultural Change ■■Designs, Plans and Preparations for the New Gold Coast Facility
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■■Emergency and Security Planning for Major Events ■■Post Christchurch Earthquake 18 Months on – Effects to the Hospital, Security Services, Mental Health Admissions and More
■■How Emergency Departments and Other Hospital Departments of Any Size Can Ensure Their Staff has the Confidence to Secure Their Space, Diffuse Violent Disruptions and Create a Balanced Approach to Patient-focused Care and Personal Safety? Thanks to Lisa Pryse and other security services industry leaders for making this annual event a huge success, and for strengthening the security of our clients.
Designing an Effective and Efficient Security Program In addition to possessing an outstanding leader, a successful security program must also be reasonable and appropriate for the surrounding environment. Cost effective and logical security programs will be winners. Programs that can demonstrate a return-on-investment will make the grade. And in today’s world of litigation, a security program must be justifiable so that it can be defended in a lawsuit. Not only are we charged with delivering top-level security services, but we must always remain cognizant of an individual’s rights too.
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Heathcare Security Services
Balancing Security with Costs Conducting a return-on-investment (ROI) by evaluating information gathered during a security risk assessment is vital. It involves a risk calculation that evaluates pre- and post-security program changes. For example, if faulty locks lead to multiple break-ins over the course of a year, spend the money to upgrade the locking mechanisms. A simple risk calculation results when you divide the cost of the break-ins by the cost of the security fix. It’s a simple equation that shows ROI and supports security program enhancements. But security program enhancements extend beyond the tangible, and managing risk at all levels is essential. It involves the costs of training, rewriting outdated policies, creating news safety signs, or creating updated employee manuals. Making these types of investments creates significant savings in the long-term and strengthens the security program. An annual Facility Vulnerability Assessment is a key component of effective security programs. It allows decision-makers to prioritize expenditures and enhancements based on critical data and information. When security measures and costs are weighed and balanced appropriately, the result is a much safer and more secure environment.
Fennell and Oates Commended for Outstanding Actions
The security program is only effective when it is continually evaluated, analyzed, and refined based on the changing environment and the life-cycle of equipment or security devices. Creating the most effective security programs is a continual process and expert security firms specialize in creating and maintaining a high level security program that also balances the issues of cost.
Gary Tew, Security Director Protective Services of Sampson Regional Medical Center in North Carolina, has nothing but great things to say about two outstanding ODS security officers at his hospital facility. Junius Fennell and Kenneth Oates, the two officers involved in the “capture” of the individual illegally entering and confiscating property from SRMC Operating Room, are commended for outstanding security surveillance and high quality security work at the hospital. “I would greatly appreciate these officers receiving some special recognition for a job well done. Mission accomplished without incidence. These individuals represented Old Dominion Security in an outstanding and very, very professional fashion. Officers of the caliber of these two [officers] make me quite proud to walk the hallowed halls of the hospital where I was born,” explains Tew. “We are proud of these two officers and the work they do. Their commitment to ODS and our clients results in outstanding performance and a much safer and more secure hospital environment. Congratulations on a job well done!” says Rafe Wilkinson, CEO of ODS.
ODS Security | 11
Old Dominion Security
The Industry Leader In Security Services
Heathcare Security Services
Violence No Longer Stops Outside the Hospital Door As news sweeps across the country of acts of violence inside and outside healthcare facilities, security programs are especially critical. Organizations that specialize in security services are in high demand as healthcare facilities recognize the significance of having high-level experts in security services who are vigilant about developing, managing, monitoring, evaluating, and enhancing security programs. Workplace violence is a real threat to all organizations and healthcare facilities are often at the highest risk. The stress imposed on healthcare workers is often the catalyst that spurs workplace violence. Workplace violence is more than just physical abuse too. US OSHA defines workplace violence to include ‘abusive language, intimidation, assault, fighting, or other violent acts displayed by employees, co-workers, management, patients, visitors, or other parties which may cause emotional or physical intimidation or harm, as workplace violence’. We know that this type of violence has grown over recent years. Unfortunately under-reporting aggression is a significant problem. Employees often perceive that management is not totally commit-
Substance abusers, trauma patients, distraught family members,
ted to reducing risks of aggression, or that management does not
and frustrated individuals contribute to the risk of violence.
understand. ■■The U.S. Department of Labor reports that more than 50% of assaults occur in healthcare and social service industry settings than in any other industry. ■■Healthcare workers work in the 3rd most dangerous job in the country. ■■The CDC and NIOSH have identified nursing as one of the most dangerous occupations in the U.S.
Causes of Heightened Violence Healthcare institutions are at a unique disadvantage when it comes to protection against potential violent individuals. They serve a very diverse population and can’t turn away people who require services. They are open to patients, family, friends, vendors, and staff.
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And most facilities are open 24/7 with quick and easy access points around the facility. Hospitals have a duty to provide care and protect the vulnerable. With the increase in staffing shortages, stress within the healthcare environment, and unpredictability of situations, healthcare institutions are increasingly turning to security service experts for help.
Creating a High Level Security Program ODS Security Services offers a variety of options and resources to strengthen security and safety programs. Our industry-leading experts develop state-of-the-art security programs that are continually assessed, evaluated, and enhanced to ensure ongoing effectiveness and efficiency of security.
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Some of the key considerations for a high-level security program
Heathcare Security Services
include, but are not limited to: ■■Engineering controls that evaluate worksite, department designs, and security devices (including security hardware, cameras, CCTV, and other). ■■Administrative controls encompassing policies and procedures, training, and related components. ■■Threat Management with clarification on how to report threats, response to threat concerns, and a security risk plan. Managing a multidisciplinary Threat Assessment/Management Team is key to this response. ■■Training programs at all levels of the organization with mandatory participation for high-risk departments and individuals. Training programs must have executive endorsement and commitment to ensure effectiveness. ■■Security program oversight for data analysis/trending, development of action plans, training program development, crisis intervention teams, and more are required.
Lisa Pryse: Violent Patients in the ED: How to Keep Your Facility Safe & Compliant Lisa Pryse was the recent speaker for an industry-wide webinar on “Violent Patients in the ED: How to Keep Your Facility Safe & Compliant“ in September, 2012. Lisa B. Pryse, CHPA, CPP President, ODS Healthcare and Chief of Company Police led the seminar on Thursday, September 6, 2012. Violence no longer stops at the hospital doors. It erupts in the waiting rooms and patient treatment areas. How can Emergency Departments of any size or trauma level ensure their staff has the confidence to secure their space, diffuse violent disruptions and create a balanced approach to patient-focused care and personal safety in the ED?
These guidelines establish a framework for effective security services.
Pryse knows what it takes and she offers valuable information to support security programs throughout the country. She recommends a security focus on:
As healthcare facilities focus on delivering the highest levels of
■■Strategies to develop an effective violence prevention program
ODS deploys the IAHSS Guidelines for Healthcare Facilities in the development and management of healthcare security programs.
patient care, ODS focuses on providing the highest levels of security and safety for the complex healthcare environment. “We recognize that healthcare facilities are different than other types of environments and that fuels our passion of delivering the highest quality of professional security services available,” explains
■■Understanding and adhering to regulatory guidance on violence from TJC, CMS & OSHA ■■Deploying proven safety measures & risk assessments to make the ED safer
Rafe Wilkinson, CEO of ODS.
■■Training staff to be confident, and to communicate openly and take ownership of the ED
Delivering security programs to the patient- and family-centered
Pryse also recommends:
care environment is what we do – and we take pride in doing it well.
■■Conducting a thorough risk assessment using industryleading tools and measures
“ In the healthcare environment, there is a balance which must be maintained between security of the facility and accessibility . . . we manage that balance”
■■Applying risk assessment findings to tighten security ■■Analyzing post-incident data for enhanced security ■■Redesigning workspace to promote patient and staff safety If you are interested in learning more about managing violence in the emergency department, contact ODS for information and guidance.
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Old Dominion Security
The Industry Leader In Security Services
Heathcare Security Services
Are You Being Asked to Cut Costs While Increasing Productivity? Increasingly, medical facilities are being tasked with controlling costs while maintaining the highest levels of productivity. This applies to patient care, safety, and privacy – and it presents significant challenges for those charged with managing costs. Every successful endeavor requires a strong leader. And successful leaders understand what it takes to facilitate a positive sense of urgency for change. According to John Maxwell’s “The 21 Laws of Leadership”, some of the key laws include:
1. The Law of Process - Leadership develops daily, not in a day. 2. The Law of Navigation - Anyone can steer the ship, but it takes a leader to chart the course. 3. The Law of Addition - Leaders add value by serving others. 4. The Law of Solid Ground - Trust is the foundation of leadership. 5. The Law of Connection -Leaders touch a heart before they ask for a hand. 6. The Law of Empowerment - Only secure leaders give power to others. 7. The Law of Victory - Leaders find a way for the team to win. 8. The Law of Priorities - Leaders understand that activity is not necessarily accomplishment. 9. The Law of Legacy - A leader’s lasting value is measured by succession.
14 | The Sentinel - Fall 2012
Failure of Security Programs A well-designed security program is one that is continually evaluated and assessed. That comes from a commitment to regular assessment and identification of system security vulnerabilities and changes in the environment. Three of the biggest mistakes many organizations make when it comes to a solid security program are: 1. F ailure to regularly assess and identify system security vulnerabilities and changes. 2. Failure to develop recommendations. 3. Failure to implement appropriate actions. It’s not enough to assess and identify vulnerabilities. Taking decisive and timely action to correct them is critical for a solid security program. “Analyze, track records, monitor trends, analyze incidents, conduct surveys, and analyze overall workplace security,” explains Rafe Wilkinson, CEO of ODS. “Continually keep an eye on the effectiveness and efficiency of the security program by using data and research to strengthen the program. And be ready to make changes.” Wilkinson also points out the significance of aligning security programs with corporate goals. This means understanding the organization’s budget and assuming fiscal responsibility for deployment of security services.
Align Security Program With Corporate Goals ■■Ensure that Security Department Leadership Staff are a Competent Resource for the Organization (MOAB trainers, CPI, trainers, RAD trainers, etc.) ■■Ensure that Security Staff are Thoroughly Trained in Appropriate Regulatory Requirements and Industry Standards ■■Market the Department Training and Accomplishments to the Corporate Suite on an On-going Basis
Sentinel The
Heathcare Security Services
Tasers in the Workplace: Pros and Cons The pros and cons of tasers in the workplace is an important and sometimes controversial topic in the security industry. Balancing the liability of tasers against the threats facing today’s world is critical. Understanding the liabilities, benefits, and value of tasers will help you make the best decision about whether or not tasers are right for your facility or place of business. On December 12, 2012, Lisa Pryse, CPP, CHPA, will present a webinar, “Tasers in Your Facility: Balance Liability Against Threats”. The 90-minute webinar is produced by the ASIS Healthcare Security Council.
About the Webinar Understanding the challenges and having the knowledge to make the decision to arm security officers is becoming more critical with the escalated violence in healthcare settings. Increasingly, security professionals are being asked to evaluate the level of security provided within their facilities and to consider the use of Tasers. This webinar explores critical considerations in the decisions related to tasers, including: ■■ Research ■■Cost ■■Education ■■Standard operating procedures ■■Post-use procedures Review key findings in the case study “Introduction of the Conducted Electrical Weapon into a Hospital Setting”, and look at the impact to patient care by the use of Tasers. Awareness of the increasing risk of violence and possessing the knowledge to make the necessary security decisions could be of substantial benefit for any institution.* The price for attending the webinar is: $99 ASIS Members $129 Nonmembers $79 Pre-approved ASIS Chapters If you are interested in this topic, but unable to attend the program, you can also order a CD. Visit the ASIS website at www.asisonline. org to register or to order a CD (item #2036). The CD box set also qualifies for quantity discount pricing (visit website). The CD box set is $99 for ASIS Members and $129 for Non-members.
Thank You to Our Clients ODS would like to wish all of our clients, security officers, employees, professional affiliates, and other constituents a very happy holiday season. As the winter holidays approach and 2012 nears an end, we are reminded of how grateful we are for our clients, and for each of our ODS security officers and staff. As we reflect on the past year at ODS, we have seen our clients and our staff continue to grow. Both our commercial and healthcare divisions have experienced much growth and positive change over this past year. This growth is a reflection of the high quality services we deliver with an outstanding team of people, and the confidence our clients have in our abilities. Our strength comes from our highly-qualified people and their experience -- and we are proud to deliver outstanding security services for every one of our clients. As we prepare for 2013, we want to take time to thank you for being our valued customers. We are grateful for the opportunity to serve you, and we value your patronage and appreciate your confidence in us. We know that you have a choice of security providers, and we are pleased that you have made ODS your provider of choice. Our commitment to you remains strong. We will continue to deliver the same high level of exceptional security services to which you are accustomed as we enter the coming year. Thank you again for allowing us to serve you. We wish you and your organization the ongoing success that it deserves. We look forward to working with you and delivering high quality security services in 2013.
*Description provided on the ASIS website.
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People don’t just buy WHAT you do – they buy WHY you do it! ODS provides security solutions that offer our clients the best possible security services where people can work in a safe work environment. We also ensure that customers and visitors have optimal access to services in a secure environment that supports business in healthcare, commercial, and government sectors.
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Headquarters
Richmond, Virginia
Regional Branches
Northern Virginia Roanoke, Virginia Virginia Beach, Virginia Durham, North Carolina 2140 Tomlynn Street Richmond, VA 23230
804-521-7897
804-521-7878 FAX
www.ODS-Security.com www.ApplyODS.com DCJS # 11-3591 NCBPN 5026P7
Old Dominion Security 2140 Tomlynn Street Richmond, VA 23230
The Industry Leader In Security Services