Sentinel
ODS Security Solutions
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Where industry leaders turn for security services and resources
A Letter from Our CEO and President
ODS Security Solutions is committed to bringing best practices, advanced technology, and customer insights to all of our clients. Collaboration and continual evaluation of healthcare security practices contribute to our ability to deliver outstanding security solutions 100% of the time. Keeping our eye on the national and international security industry - and taking advantage of lessons learned - will continually enhance security for our clients. In the wake of some of our nation’s worst security breaches and active shooter events in history, you will learn more about the critical role of effective threat assessment programs and response teams in this issue. You will also get a glimpse of one of the latest approaches to effective and efficient security solutions through an innovative three-tiered approach to healthcare security. This strategy not only strengthens healthcare security, but places extreme emphasis on the patient experience and positive HCAHPS and customer service scores.
You will read what many of our clients have to say in the Employee Highlights section of our newsletter. We are proud of the outstanding performance of our skillfully trained, highly competent, and extremely professional security team members. They are truly leading our ‘journey to excellence’ through their daily actions.
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We are proud of the outstanding performance of our skillfully trained, highly competent, and extremely professional
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security team members.
ODS Security Solutions is an “alarmingly secure security organization”. This isn’t just a tagline - it’s a promise to our clients. And it’s a purpose and an expectation of every ODS employee. We know that you trust the safety and security of your organization to us, and we are committed to delivering excellence in every way possible. Thank you for allowing us to share industry-leading knowledge, experience, and innovative insights with you as we continually deliver the best possible security solutions for your organization. Rafe Wilkinson, CEO
ODS: Top 50 Employer ODS Security Solutions is proud to be recognized as a Top 50 Employer in Virginia once again this year. As we continue our Journey to Excellence, our company continues to grow. We are always looking for dedicated, committed, and caring individuals with experience in healthcare security to grow with us. Thanks to all of our valuable employees in for the incredible work they do to keep our client facilities safe and secure – while ensuring the highest levels of customer service and respect for individuals.
2 | The Sentinel – Spring 2014
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As we enter our busy conference season, we continue to focus on our Journey to Excellence for our clients and those they serve. Conferences are a valuable industry resource for collaboration with other industry leaders from the International Association of Healthcare Safety and Security (IAHSS), ASIS International, and other experts. We look forward to engaging in discussions with members of the Emergency Nurses’ Association (ENA), executives at Becker’s Hospital Review, and other organizations at upcoming conferences to help us better provide outstanding security solutions.
Technology and Training
EMPLOYER
A Tiered Security Solution for Behavioral Health Authors: Chris Cromer and Chris Belden
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n the United States and around the world, hospitals and healthcare organizations are typically viewed as safe havens for patients, families and staff. Individuals from the community enter hospitals daily seeking medical care or visiting friends and family, and they expect a safe, secure environment. Employees, nurses, physicians and other hospital staff members also come to work each day with the same expectations of safety.
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Many of the same issues that city police and law enforcement officials deal with arise in hospitals at some point.
People often ask why hospitals and healthcare organizations need such high levels of security. The answer is simple.
A hospital is similar to a small city within a city. Many of the same issues that city police and law enforcement officials deal with arise in hospitals at some point. A hospital is a community of people and departments that can be widely dispersed. Staff often works in isolation, and hospitals are open to anyone, including mental health and forensics patients. Hospitals offer lucrative benefits for individuals seeking drugs, and domestic violence disputes or workplace violence can erupt in healthcare settings in minutes.
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All hospitals are attractive targets for criminal activity. Pharmacies, birthing centers, behavioral/mental health units and emergency departments are just a few areas that require added protection and security. Hospitals and healthcare facilities typically have a 24/7 open-door policy. This allows thousands of people to enter the facilities, at all hours. There are multiple points of ingress and egress, including the main entrance, emergency room, staff entrances, loading docks and other points in the building. The increased risk of crime and
breaches of security are complicated by this open-door policy, which often spans multiple campuses. Balancing Cost-Effectiveness and Comprehensive Security Healthcare organizations are challenged in a new day of healthcare reform that requires them to more stringently balance medical care, cost and efficiency. Most are battling Medicare/Medicaid for higher levels of reimbursement, and hospital administrators are constantly looking for costeffective solutions for all services – including safety and security. Meeting the requirements and standards of state and federal regulatory agencies is a critical consideration when deploying security strategies. Developing a strategic security plan requires careful consideration of the hospital environment, assessment of current security measures and effectiveness, and identifying opportunities to strengthen security cost-effectively. It also involves the most effective balance of security professionals and technology for optimal effectiveness and cost management. Cost-effective, enhanced security solutions should also include support services such as professionally trained security officers, police officers and off-duty police where appropriate.
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Sentinel
ODS Security Solutions
The
Where industry leaders turn for security services and resources
Tier 1: Company Police Officer The first tier of security begins with company police. Certified company police officers are highly trained officers with arrest authority in the state of North Carolina, for example. Company police officers should have experience as a traditional police officer and be required to successfully complete a rigorous police-training program for healthcare facilities. Officers should also receive additional training, such as non-violent crisis intervention to fully equip them as enhanced resources. Training provides them with skills and knowledge to positively influence and manage disruptive patients. Officer training also ensures the enhanced physical safety of all patients, visitors, and staff.
A critical objective for healthcare security partners when working with healthcare organizations is to assess, identify and create a comprehensive security model specific to the organization. Although there are similarities among all hospitals, there are also unique aspects and needs within each individual hospital environment. It’s essential to recognize the nuances when creating the best possible security plan. One of the first questions asked by most healthcare leaders is, “How does security and public safety impact the budget and bottom line?” A former CEO of a major healthcare facility once expressed his thoughts this way: “If people in the community do not feel safe when they are in your facility or on your campus, they will find another hospital that meets their needs and seek healthcare services elsewhere.” This philosophy remains true today. Healthcare security providers must embrace opportunities to demonstrate how a strong security program can also be cost-effective. For example, ODS Security Solutions partnered with a hospital in North Carolina for an opportunity to pave the way for a more structured and efficient hospital security team. The partnering hospital recognized the importance of creating change to reformat the duties and responsibilities performed by security personnel in their facility. Change created an opportunity to also build a comprehensive security team charged with covering all aspects of safety and security. The ultimate goal was to increase the safety for patients, visitors and staff — while managing costs. After a thorough review and assessment of the facility, a three-tiered
4 | The Sentinel – Spring 2014
Company police officers deliver multiple benefits to the entire community. The hospital is staffed with certified company police officers who allow the local police department to reassign officers to the community. More local city police officers are available to patrol neighborhoods and deter crime, and the community still enjoys the security expected by having company police officers stationed in the busy medical center. All hospitals are attractive targets for criminal activity. Pharmacies, birthing centers, behavioral/mental health units and emergency departments are just a few areas that require added protection and security. The company police officers maintain the safety and security of the entire campus, including the behavioral health unit of the emergency department. This sensitive area is critical since constant precautions must be taken to prevent suicide, elopement and violent patient or visitor outbursts. Company police officers relieve local law enforcement of securing the emergency department and managing involuntary commitment patients. The visibility of company police officers in full uniform at healthcare facilities is also an immediate crime deterrent.
Through partnerships with healthcare facilities, security providers and the local police department demonstrate their value to the entire community. They collaboratively deliver annual officer training, participate together in community outreach programs such as parades and visits to schools, coauthor or create news articles of interest, and attend banquets together, to name a few cooperative activities. Tier 2: Public Safety Officer The second tier of this integrated model includes the addition of public safety officers into the hospital environment. Public safety officers are skillfully trained to work in behavioral/mental health areas and emergency departments. Due to the restrictive environment, these officers are unarmed but trained in non-violent crisis intervention and Management of Aggressive Behavior (MOAB). They are also highly skilled in assisting with de-escalation techniques and strategies. Public safety officers work closely with staff to assist with patient interactions, manage suicide risks and ensure elopement prevention. They are responsible for routine patrols, log sheets, valuables and property management, as well as maintaining the safety and security of each patient. Tier 3: Security Officer Professionally trained security officers create the third tier of security. They are responsible for interior and exterior patrols of the facility and campus to ensure maintenance of a safe environment. They identify potential security breaches, monitor points of facility entry and serve as crime deterrents. Meeting the expectations of the patients, visitors and staff is essential when providing and maintaining excellent customer service and service recovery. Security officers also receive training for non-violent crisis intervention to assist with de-escalation techniques and strategies.
professional security department was established. The threetiered approach integrated (1) security officers, (2) public safety officers and (3) certified company police officers within one facility. The combination of these security professionals creates a comprehensive security team with full responsibility for facility security. Working in concert, they deliver a broad range of security services and create a safe haven for the community. The work environment and distressed family situations can also culminate in tension and security issues. All three levels of security training for officers included a module for identifying, mitigating and managing workplace violence. The three-tiered approach must be carefully planned and coordinated with healthcare clients. The Three-Tiered Approach Works All officers in this strategy must be trained and dedicated to consistently provide excellent customer service and guest relations. The three-tiered security structure delivers a comprehensive approach to security for healthcare partners and can provide exceptional safety and service to patients, visitors and staff. Many areas of vulnerability exist in a typical healthcare campus design. The three-tiered security strategy is not only a generally cost-effective solution, but offers a well-rounded plan to address, mitigate and respond to security issues that will inevitably arise in the sensitive healthcare environment. Chris Cromer is vice president of healthcare operations in North Carolina at ODS Security Solutions, and Christopher Belden is director of security and public safety at ODS Security Solutions. For more information, contact Chris Cromer at ccromer@ ods-security.com or Lisa Terry at lterry@ods-security.com.
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Sentinel
ODS Security Solutions
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Where industry leaders turn for security services and resources
Employee Highlights
ODS Security Welcomes Calvin Bostic
Employees Making a Difference Officer Randolph Bland celebrated his 16th year with ODS this past March. He has worked at several ODS sites. He is a dedicated and dependable worker and we truly appreciate his years of service.
Photo in file but may not be good enough quality to use. Evante Chew and Brian Claus received awards and a standing ovation in April from Mary Washington Healthcare Associates and Managers. They were recognized for their dedicated efforts in keeping the organization safe after a very serious event (shooting victim/perpetrator). Congratulations on a great job! Security officer Melvin Lightfoot has been employed with ODS Security Solutions for over 15 years. Melvin is very dedicated and hardworking. He has worked at the same client site for over nine (9) years offering security services, commitment, consistency, and dedication. Melvin’s knowledge of the site and relationship with the client is outstanding, offering peace of mind every day. We are very proud of Officer Lightfoot who is dedicated to supporting the ODS Journey to Excellence and delivering caring security services for our client and their assets.
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ODS Security Solutions is pleased to announce that Calvin Bostic has joined our leadership team as Director of Security at Mary Washington Healthcare in Fredericksburg, VA. Calvin brings extensive experience in security solutions, disaster planning/recovery, and customer service to this position. He has executed considerable contributions to the security industry through innovative solutions across a broad spectrum of disciplines. Calvin served in the United States Marine Corps Security Forces where he trained in anti-terrorism. He was actively involved in security operations during the USMC Operation Desert Shield (Iraq) and Operation Sharp Edge (Liberia). As the former Director of Security for the Ritz-Carlton Hotel Company for 14 years, Calvin served as a Senior Security Director. He effectively leverages his experience and training in Ritz-Carlton customer service principles to enhance his position of authority in security management. He was involved in the design and implementation of over 30 hotel security departments including hotels in New York, Boston, Washington, Philadelphia and several international properties. Visit this link to learn more about Calvin: http://ods-security.com/category/news/ .
FILLER?
Employee Highlights
Employees Caught Leading Journey to Excellence Photo in file. INOVA Fair Oaks Hospital recently recognized Mansoor Ahmed during their Shared Belief Celebration in April 2014. Office Mansoor was instrumental in helping manage an incident at the hospital that resulted in possibly saving a patient’s life. His quick thinking and expert deployment of security skills and quickly taking action to resolve a life-threatening situation earned him this honor. Officer Mansoor demonstrates how critical it is to master the training and techniques necessary to protect patients so they may heal in the healthcare facilities we serve. Great job Officer Mansoor!
Sergeant James West was our January 2014 Officer of the month at Duke Regional. Since joining the Team at Duke Regional Sergeant West has proven he is a true leader and continues to show his dedication to our Department. Sergeant West goes above and beyond in assisting staff and has really made an impact in our Emergency Department! We continue to hear wonders about his interactions and want to Thank Sergeant West for leading by example.
Corporal Derek Brown is the Officer of the month at Duke Regional for February. Corporal Brown has done an exceptional job at learning healthcare security and taking that to the next level of being a true leader. Brown started with ODS at Duke Regional Hospital as a security officer and has proven he was ready to take on more responsibility and was promoted to Corporal in an armed security position where he successfully completed the armed training through PPS. Way to go Corporal Brown and thank you for all you do in support of ODS Security Solutions and Duke Regional Hospital!
Our Officer for the month of March was Officer Laverne Rankins, who has been a tremendous addition to our security team at Duke Regional Hospital! [We] continually hear what an inspiration he is to everyone here because of his amazing personality. He never hesitates to fill in for a fellow officer or lending a helping hand at a moments notice. We are truly blessed to share this amazing experience at Duke Regional with Officer Rankins. There is no doubt that he will continue to inspire us through his gentle and calm leadership. Thanks to Officer Rankins for living by Duke Regional’s values and making us all see the positive in all situations.”
ODS YouTube Channel is Live Have you visited our YouTube Channel yet? If not, visit soon because there’s plenty to see including:
Employee’s Guide to Security License Compliance Dream On – Giving an Employee a Car ODS Culture Video Click here to access all videos and watch for more to come soon: https://www.youtube.com/user/ odssecuritysolutions
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Sentinel
ODS Security Solutions
The
Where industry leaders turn for security services and resources
ODS Security Officer Wins a Car
Employee Highlights “Sgt. Allsbrook has provided exceptional customer service to [another] one of our patients and his spouse. Please join me in congratulating Sgt. Allsbrook on his dedication to this department, the hospital and to our customers. A patient called to let me know how much a blessing Sgt. Allsbrook was to his wife and him today while at the hospital. The patient utilizes a wheel chair and his wife is walking with crutches. Under these circumstances it is quite challenging to maneuver in and out of their vehicle as well as having to walk/wheel long distances to get to their destination from where they have to park. The patient stated that he and his wife were not looking forward to this challenge, as they knew they had their work cut out for them today. They were extremely pleased with how they were tended to with so much thoughtfulness [by Sgt. Allsbrook]. They commended Sgt. Allsbrook for being so polite and courteous while assisting them. They asked that Sgt. Allsbrook be recognized on their behalf for being such an outstanding representative of the hospital and the security department. The treatment he and his wife received today will definitely have an impact on future visits to Duke Raleigh Hospital.” (Submitted by ODS Client).
“Hi, I just wanted to extend a big thank you from the staff at Kids’ Station about the great job the shuttle drivers did during the last two snow events. They were very professional and came to pick us up to go to and from the Hyatt very promptly. Please let them all know we really appreciated their efforts. Thanks, Robin – Mary Washington Healthcare”
ODS Security Solutions was proud to award one of our own employees with a new car. The car was part of a contest to recognize employees for their hard work and commitment towards excellence.
ODS now has four new Violent Patient Management (VPM) and Pressure Point Control Techniques (PPCT) Instructors! They are David Reese, Christopher Belden, Julie Schenck and James Hill. “I am privileged to stand with them as their assistant!” ~ Lisa Terry, CHPA, CPP, President of ODS Healthcare Solutions & Chief of Company Police. Employees who entered the contest had to demonstrate how they exhibit behaviors that contribute to the ODS Journey to Excellence. They were allowed to use any form of media or documentation they chose. There were many participants and they all did a great job – but there could be only one winner.
Thanks to Office Laquon Alston for being an important part of our Journey to Excellence: “I received a call yesterday from a client regarding the performance of Officer Laquon Alston. He told me that Officer Alston was a great worker and that he was happy to see a young man who had such an outstanding work ethic. I couldn’t agree more. I wanted to thank Officer Alston for his good work!” ~ James Baldwin, ODS Client Manager
ODS recognizes new Company Police officers – congratulations Sergeant Andre Ray, Sgt. Trevor McAdoo, and Chad Gregory. Ebony Armstrong’s entry inspired the leadership team and she drove away in her Ford Taurus!
Thanks to our corporate team members for celebrating Go Red Day on National GoRedDay to fight heart disease in February, 2014!
8 | The Sentinel – Spring 2014
Don’t miss out on our Sentinel Newsletter and breaking industry news! Join our newsletter mailing list by texting your email address to us. Text the keyword: ODSSECURITY to 22828 to get started.
Visit our YouTube channel to see the surprise on Ebony’s face when she received the call from Rafe Wilkinson, CEO of ODS Security Solutions. It’s priceless! You will be inspired by Ebony’s story. http://ods-security.com/2014/03/ods-securitysolutions-awards-card-outstanding-employee/
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