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Where industry leaders turn for security services and resources
FALL 2014
PREVENTING EMERGENCY DEPARTMENT VIOLENCE
IS YOUR FACILITY PREPARED?
SAVE 8-21% WITH OUTSOURCED SECURITY LEARN HOW IN THIS SPECIAL REPORT
BEHAVIORAL HEALTH PATIENT MANAGEMENT
CREATING A SAFE ENVIRONMENT WITH BEHAVIORAL HEALTH PATIENTS
CREATING HEALTHCARE SECURITY BEST PRACTICES ESTABLISH A SECURE ENVIRONMENT
EVIDENCE COLLECTION AND STORAGE
THE RIGHT WAY
Where industry leaders turn for security services and resources
A LETTER FROM OUR CEO AND PRESIDENT
It’s hard to believe we’re coming to the end of another great year. ODS Security Solutions is honored and humbled by the many existing and new clients that entrust the safety and security of their people and their organizations to our professional security team throughout the year. Providing optimal security solutions for clients and ensuring the highest levels of customer service are what drive us forward and inspire us every day. As our business continues to grow, we continually refine and enhance our security solutions, training curriculum, and published materials. You may have noticed some changes in this issue of our newsletter. We have refined and updated our logo to better represent our innovative focus on security, safety, and life. We strive to create a wall of safety and security that surrounds our clients with peace of mind - and allows them to focus on their core business objectives. Our new logo represents our varied and layered approach to providing innovative security solutions based on each individual client’s needs. We insulate clients with security solutions that ensure the highest levels of security, but also the utmost respect for individuals and a commitment to customer service. Over the next few months, you will see more innovative changes as we update our website and fully transition to our new logo. We share the desire of all of our clients to provide comprehensive security solutions – that includes a welcoming and open feel to their facilities at the same time. You will find many valuable articles and links within this issue of The Sentinel. Some of the innovative solutions and articles include information on how to save 8-21% on outsourced security, and managing safety and security with behavioral health patients. You will find links to download two (2) valuable ODS Special Reports on these critical healthcare security concerns. We are also proud to announce the release of the industry-
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leading healthcare security reference and comprehensive resource, “Preventing Emergency Department Violence”, which was written by Lisa Pyrse Terry, CHPA, CPP in collaboration with many other ODS healthcare security professionals. This comprehensive resource will be published and available through HCPro in December 2014. As Lisa explains, “It’s not just a full moon on a Friday night when violence erupts in the ED.” This book is filled with valuable information, resources, tips, and strategies to maintain a safe and secure healthcare environment. You will learn more about the book in this issue of The Sentinel. We want to take this time to thank all our valued clients for allowing us to provide industry-leading security solutions for your organization. Our people realize that we are an extension of your organization, and we will continue to provide outstanding security services with a strong emphasis on customer service with every interaction. Sincerely, Rafe Wilkinson CEO, ODS Security Solutions
A quarterly look into our company, our employees, and the industry we serve
Fall 2014 In This Issue: CEO Letter. . . . . . . . . . . . . . . 2 Technology & Training . . . . 3 Industry News & Knowledge. . . . . . . . . . . . . 4 Employee Highlights. . . . . 10 Client Highlights. . . . . . . . . 14
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Technology and Training
EVIDENCE COLLECTION AND STORAGE POLICIES
Setting up an evidence collection and storage policy for hospitals is an important aspect of healthcare security. It supports law enforcement in crime investigations and helps ensure successful prosecution at criminal and civil trials. Julie Schenck, Manager for ODS Security Solutions at Duke Raleigh Hospital in North Carolina, recently wrote an article regarding the policies related to evidence collection and storage. Her article first appeared in the August 2014 issue of the Journal of Healthcare Protection Management, where it can be viewed in its entirety (http://www.ache.org/pubs/jhm/ jhm_index.cfm). According to Schenck, maintaining the integrity of evidence and properly managing, documenting, and facilitating the transfer of evidence through a defined chain of custody supports external investigations. It’s important to note that evidence is collected through both clinical and security staff within this environment. A consistent policy is essential. Preservation of evidence securely and appropriately, according to privacy legislation and laws, is critical. Every healthcare security officer must receive training that ensures the ability to properly handle and manage evidence.
Evidence serves many purposes throughout its existence. • Supports investigations • Helps guarantee successful prosecution at criminal and civil trials • Establishes a security department and hospital’s reputation within the community as being honest, reputable and worthy of the community’s confidence and trust An Evidence Policy is another key step in developing an effective plan. It allows strict measures to be established and followed to ensure identification, collection, preservation, security and disposition of evidence. It also serves as a training resource and guide for qualified security officers and clinical staff when handling potential evidence. For more on this story and maintaining a solid change of custody for evidence, visit the American College of Healthcare Executives website and visit the Journal of Healthcare Management page (http://www.ache.org/pubs/jhm/jhm_index.cfm).
BEST PRACTICES TO PREVENT VIOLENCE ECRI Institute is an independent nonprofit organization that specializes in researching best practices to improve patient care. In the TJC Sentinel Alert 45, they note that ECRI outlines the following strategies to prevent healthcare violence and improve patient care: 1. Identify potentially violent individuals
4. Conduct violent audits
2. De-escalate violence
5. Conduct violence assessment walk-throughs
3. Provide violence management training
6. Respond post-incident
Regulatory agencies and healthcare security experts agree that the Violence Prevention and Response Plan is a critical strategy to reduce ED violence and keep everyone safer. Source: ECRI Institute: Violence in Healthcare Facilities. Healthcare Risk Control, September 2005, Plymouth Meeting, Pa. Available online at: https://www.ecri.org/Forms/Pages/Violence_in_Healthcare_Facilities.aspx
ODS Security Solutions
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Where industry leaders turn for security services and resources
Industry News and Knowledge
BEHAVIORAL HEALTH PATIENT MANAGEMENT: A CRISIS IN HEALTHCARE By Chris Cromer, VP of ODS Healthcare Security Solutions There is no debating that the mental health system is broken and the demand for services far outweighs the accessibility to care. According to research conducted by the National Association of State Mental Health Program Directors (NAHSMPD), between 2009 and 2012, states and communities have cut nearly $5 billion in mental health services, while an additional 700,000 people have sought treatment at public mental health facilities during this period.
safety of the environment to allow for improved treatment of the acutely ill mental health patient. ODS HEALTHCARE SECURITY SPECIAL REPORT
A Security Response To Behavioral Health Events
In fact, according to the Agency for Healthcare Research and Quality (2010), mental disorders and/or substance abuse are related to one of every eight emergency department cases in the U.S or 12 million visits to hospital emergency departments. ODS Healthcare Security Solutions has published a Special Report which highlights the implications and challenges of behavioral health patients in the healthcare environment. This report examines three events experienced in a hospital within a two-year time period and the lessons learned as the facility sought out and introduced solutions to enhance the
The Root Cause Analysis (RCA) conducted for these events were critical in identifying tactical and, most importantly, process actions that protect the safety of patients, visitors, and staff. By proactively engaging qualified partners and adapting quickly to changing best practices, organizations can help limit the likelihood of facing the burdens of negative events.
It is clear from this report that hospital leaders equipped with the right internal and external partnerships can guide the deployment of successful strategies that successfully intervene with behavioral health patients. With planning and preparation, they can deliver quality patient care outcomes with the greatest likelihood of safety for every person who enters the doors of the hospital. Visit the website to download a free copy of the ODS Special Report on ‘Security Response to Increased Pressures in Care of Mental Health Patients’, at this lnk: http://ods-security.com/ specialreports/.
HOLIDAY SAFETY TIPS As we head into the busy holiday season, it’s important to take extra precautions to secure your belongings in public. Especially in your car! There have been a number of thefts occurring around the country when people leave valuable items inside their car, even when it’s locked. This is a particular issue for young parents who may take their keys and lock a purse, phone, or other valuables in a locked vehicle as they run a quick errand or enjoy time at the park with kids. Thieves will break windows to grab valuables and run. 4
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Consider these precautions to safeguard your belongings: • Always lock doors and take the keys with you • Do not leave your purse or other valuables in plain sight • Lock personal belongings in the trunk or take them with you • Park in secure, well lit locations
Always take proactive steps to protect your personal belongings and stay safe.
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REDUCING COSTS THROUGH OUTSOURCED SECURITY
By Brent Mast, CIO and VP of Operations Small, medium, and large healthcare systems can save between 8-21% by outsourcing healthcare security services. These savings fall directly to the bottom line where they can be used for the core mission of healthcare organizations, caring for patients. In a special report published by ODS Security Solutions, we issue a call to action for healthcare leaders seeking cost-reduction opportunities and to improve quality simultaneously. Making a decision about outsourcing healthcare security services requires a careful evaluation of all costs involved with the services. Direct costs are just part of the analysis. Often, indirect and hidden costs can be eating away at budgets. Some costs are not readily apparent for departments since they are concealed in other budgets. Healthcare organizations have an opportunity to reduce security department spending by evaluating three primary categories of costs. 1. Human Assets. This includes direct wages, taxes, annual leave, overtime, and other costs. 2. Expenses and Expenditures. Uniforms, training, conferences, equipment, background checks, and other costs fall into this category. 3. Ancillary Services. Many hidden costs can be uncovered in this category, including human resources’ time allocation for hiring/recruitment/administration, disciplinary action, guidance and development, information technology, industry best practice evaluation, and other costs.
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I concluded that managing a proprietary security function made no more sense than having a large in-house legal department to staff and manage
”
~ CEO, ODS Healthcare Client
And it’s not just the actual hard dollar savings that can make a difference. With the increase in acts of violence in healthcare and especially the emergency department, the highest level of security services is essential. Outsourcing security solutions to highly-qualified firms that specialize in healthcare security offer: 1. Expertise in regulatory requirements. 2. Experience in vulnerability assessments and remediation, security audits. 3. Proven experience in disaster planning and recovery. 4. Ability to redeploy security staff for disaster events, backup, patient surges, and other periods with high patient/visitor volume. 5. Ability to integrate existing security staff into the outsourced team, for individuals who are qualified and meet employment requirements. 6. Specialty healthcare security training, certifications, and advanced training. 7. Expertise conducting drills and exercises, deploying Homeland Security strategies and best practices. 8. Maintaining expertise in regulatory requirements, new technology, industry best practices, and other valuable resources. Why wait to start spending less on security and more on patient care?
To learn more about outsourcing healthcare security services, visit the website and download the special report: http://ods-security.com/whitepapers/.
ODS Security Solutions
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Where industry leaders turn for security services and resources
Industry News and Knowledge
BEHAVIORAL HEALTH
PATIENTS IN THE ED
By Timothy Quist, VP of ODS Healthcare Security According to the Agency for Healthcare Research and Quality, mental disorders and/or substance abuse are related to 1 in every 8 emergency department (ED) cases in the United States. That’s more than 12 million visits to hospital emergency departments each year and the risk of violence escalates when behavioral health patients are admitted. ODS conducted research and published a special report regarding security concerns related to Behavioral Health Patients (available at http://ods-security.com/specialreports/). Over 60% of ED administrators say that long board times for mental health patients have compromised quality of care for mental healthcare patients AND for other patients in the ED. Long boarding times of behavioral health patients leads to ED over-crowding, increased risk of violence, extended wait times, and longer waits for hospital admissions for all patients*. Behavioral health patients throughout the hospital environment create higher risks of violence. Rafe Wilkinson, CEO of ODS Security Solutions explains further, “Mental/behavioral health patients commonly seek assistance for substance use disorders, mood disorders, anxiety, and alcohol-related conditions which significantly increases the risk for violence in the ED. It is our job as healthcare security professionals to not only protect ED patients, staff, and visitors, but to ALSO protect the behavioral health patient as well. It’s an increasing problem, particularly in the emergency department where there is already a high risk of violence – and throughout the hospital environment.”
and controlling behavioral health patients. Clinical staff may request officer support, or officers may proactively identify opportunities to de-escalate and intervene with potentially violent situations. Either way, very specific training is critical. There is no question that the clinician is always in charge of the patient, but when violence erupts, security personnel are trained to quickly and efficiently intervene appropriately. First of all, when managing behavioral health patients, it’s important to understand the use of restraint and seclusion and to adhere to hospital policies, The Joint Commission, and Centers for Medicare and Medicaid guidelines. Safe use of restraint and seclusion, monitoring patients, documentation, and training are all part of a comprehensive security officer training program. Restraint and seclusion should only be used after attempting to deploy non-physical intervention strategies as a first response. Some of the recommended requirements for managing behavioral health patients include: 1. De-escalation training 2. Non-violent Crisis Intervention (provided by curriculum from CPI®)
Unfortunately, the reduction in budget and funding has led to a steady decline in the total number of dedicated psychiatric units and psychiatric hospitals. This compounds the issue of resources for behavioral health patients after normal business hours. And it increases the number of patients showing up in the ED.
3. Management of Aggressive Behavior® (MOAB)
Healthcare security officers are often responsible for managing
5. IAHSS training
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4. Techniques for Effective Aggression Management® (TEAM)
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There are many types of training that equip healthcare security officers with the skills to effectively manage violent outbreaks in the ED – and understanding the ‘behaviors of concern’ and proactively de-escalating potential acts of violence is a high priority. Another important aspect of training and preparing for violence in the ED is to establish policies and procedures that support collaboration with clinical staff. Both the healthcare security professionals and the clinical staff must address situations with compassion and caring as they strive to maintain a safe and secure environment. Routinely training together and conducting periodic exercises to work together can strengthen collaboration.
“Thank you for [the] professional, friendly service that you gave for the Wellness Fair last week. Everything went smoothly thanks to you! It’s a pleasure working with you all!” ODS Healthcare Partner, University Hospitals
The bottom line is that working with behavioral health and ED staff collaboratively is essential in defusing situations with combative patients. It’s important to develop a cohesive team and provide detailed training with clinical and security teams collaboratively for optimal performance. If you are willing to offer personal respect and patience to a combative patient, it will go a long way in helping manage a volatile situation. It will also limit your liability of potential harm to patients and staff. Today’s healthcare environment requires world-class customer service and service recovery that focuses on the best possible outcomes for patients, staff, and everyone involved. Lisa Pryse Terry, CHPA, CPP, ODS Healthcare Solutions Advisor, in collaboration with other ODS Security Solutions security experts, has authored a book titled, “Preventing Emergency Department Violence”. This publication includes valuable tips and tools to keep the emergency department and healthcare facilities safe. The book will be available in December 2014 and can be accessed on the HCPro website (http:// hcmarketplace.com). In today’s world of increased acts of violence, proactive security measures and effective threat assessments are key to a safer and more secure ED. Terry and ODS have developed valuable tools, resources, and insights to help maintain a safer and more secure ED environment, many of which can be accessed in the new publication.
IS YOUR HOSPITAL STRUGGLING WITH A DECISION OVER WHETHER OR NOT TO ARM SECURITY OFFICERS? As more questions arise regarding the deployment of armed security officers, it’s critical to evaluate whether or not this is the best solution for your healthcare facility. Many healthcare facilities have engaged, or are currently considering the deployment of armed security officers. The decision on whether or not to arm hospital security officers should be thoroughly researched and evidencebased — not in response to a single incident. Making a decision regarding the use of firearms is one that requires careful consideration of all aspects, including liability, community response, training, supervision, and other factors. ODS provides the following information as a framework for evaluating the use of firearms. Visit the ODS website to review five (5) of the most important questions to ask during your evaluation (http://ods-security.com/2014/11/ armed-security-officers-right-facility/).
* Emergency Department Challenges and Trends. 2010 Survey of: Hospital Emergency Department Administrators. Shumacher Group.
ODS Security Solutions
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Where industry leaders turn for security services and resources
Industry News and Knowledge
IT’S NOT JUST A FULL MOON ON A
FRIDAY NIGHT By Lisa Pryse Terry, CHPA, CPP
Excerpt from, “Preventing Emergency Department Violence” by Lisa Pryse Terry (available December 2014). “The emergency room is filled to overflowing, and patients continue to pour through the hospital doors. From traffic injuries and self-inflicted wounds, to domestic assaults and random acts of community violence, the hospital staff is on high alert on this busy night. But it’s not a Friday night and there is no full moon.” Violence in the ED has become more prevalent today than ever before. The Emergency Nurses Association (ENA) conducted a survey that says, “more than 53% of nurses reported experiencing verbal abuse at work. Thirteen percent (13%) experienced physical abuse in the previous 7 days.” This same study reports that 66% of nurses who were physically assaulted never formally filed a complaint against the perpetrator. ED violence is a hazard for the nursing profession, and too many nurses accept it as part of the job. The rate of violent outbursts, crimes, and sentinel events in healthcare settings escalated during 2013 and 2014. According to IAHSS, the rate of violent crime, assaults, and disorderly conduct incidents at U.S. hospitals in 2013 was significantly higher compared to the previous year, based on research released by the IHSS Foundation. We continue to see violence in US hospitals in 2014 that have resulted in serious injuries and loss of life. How can healthcare security professionals enhance security solutions and still ensure a welcoming environment that contributes to a positive patient experience? The obvious answer is to ensure employment of the most highly qualified individuals with comprehensive training and industry certifications. Once the best people are hired, there are several ways to accomplish the complex mission of maintaining safety and security:
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• Understand the violent individual. Conduct training that helps officers understand what drives a person to violence, the nature of aggression, and how to proactively identify potential acts of violence. • Understand the ‘violence spectrum’. Recognizing behaviors of concern and knowing the drivers of behaviors along the continuum give security officers valuable tips for impending violence. Early intervention results in the best possible outcome. • Proactively respond to threats. Recognizing threats and removing opportunity for weapons is a start. Utilizing de-escalation tactics and being prepared through comprehensive, ongoing security officer training makes all of the difference in a violent outburst or mitigating the situation early. • Prepare for active shooters. As much as people view the healthcare environment as a safe haven, recent incidents have proven that active shooters definitely do appear in hospitals. Developing a comprehensive active shooter plan, conducting emergency preparedness drills, and collaborating with local law enforcement is critical in today’s world of healthcare security. • Identify high risk patient populations. Events and studies support the fact that behavioral health and forensics patients pose a much higher risk for violence in the ED. Specialized training and exercises make it possible for security professionals to maintain a safer and more secure environment with these patient populations. Once again, collaboration is key to success. Security professionals, clinical staff, and local law enforcement must interact effectively and seamlessly for the best outcomes. Keeping patients, their families, staff, and visitors safe is key in the sensitive healthcare environment. One of the most important ways to prepare for potential acts of violence and de-escalate situations is to continuously deliver enhanced training for the security team and integrate training solutions with the entire healthcare team as well. The belief that violence most often erupts “on a Friday night during a full moon” is just a myth – violence can erupt any day, and any time of day or night. The best defense is to be prepared and respond proactively.
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Purchase the Resource Lisa Pryse Terry, CHPA, CPP, ODS Healthcare Solutions Advisor, in collaboration with ODS Security Solutions security experts, has authored a book titled, “Preventing Emergency Department Violence”. This publication includes valuable tips and tools to keep the emergency department and healthcare facilities safe. The book will be available in December 2014 and can be accessed on the HCPro website (http://hcmarketplace.com). About Lisa Lisa Pryse Tery, CHPA, CPP, is an ODS Healthcare Security Adivsor. As former president and an active member of IAHSS, and a member of industry-leading organizations including ASIS International, Southeastern Safety & Security Council, and others, Lisa collaborates with some of the country’s greatest minds in healthcare security. In addition to her work with ODS Healthcare Security Solutions, she also continues her commitment to the industry as the current Director of Hospital Police and Transportation at UNC Hospitals in North Carolina.
VIOLENCE AGAINST NURSES “Workplace violence is one of the most complex and dangerous occupational hazards facing nurses working in today’s health care environment.”
According to the 2014 IHSSF Crime Survey relative to hospital violence: • Assault cases rose from 10.7 to 11.1 per 100 beds from 2012 to 2013. • Disorderly conduct rates per 100 beds rose from 28.0 in 2012 to 39.2 in 2013. • The number of violent incidents involving hospital workers jumped 37% in the past three years according to a recent study by IAHSS. According to a 2013 study by the International Journal of Nursing Studies: • 33% of nurses worldwide had been exposed to physical violence and bullying in the workplace. • 66% reported nonphysical violence (verbal, non-verbal, intimidation, other). • Physical violence was most prevalent in emergency departments and psychiatric facilities.
ODS Security Solutions
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Where industry leaders turn for security services and resources
Employee Highlights:
CONGRATULATIONS
OFFICERS WOOD AND DUNFORD Security Officer Heather Wood who delivers security services at Klockner Pentaplast Rural Retreat Virginia, was chosen as the Officer of the Month. Officer Wood has demonstrated consistency and dependability at her site and has stepped up when needed many times to fill in the gaps on shifts, and has maintained an exemplary attitude. She also has demonstrated diversity that brings value to the team at Klockner. As a part-time officer who also works as a Deputy Sherriff for the local Sheriff’s Offi ce, ODS is proud to have her on our team.
Security Officer Heather Wood
Security Officer Joshua Dunford
Security Officer Joshua Dunford who provides security at Klockner Pentaplast Rural Retreat Virginia, was recently promoted to Site Supervisor. Officer Dunford has demonstrated his ability to take charge and get the job done in a fair and consistent manner, always keeping the working relationship with Klockner at the highest standard and ensuring outstanding security solutions. Congratulations to both of the outstanding officers.
KROGER CEO JACOB
GUNTER RECOGNIZED
ODS and Kroger are proud to announce that Jacob R. Gunter was recently recognized as Officer of the Month. This is an oustanding honor that recognizes Customer Engagement Officers (CEO’s) who perform at a high level, ensuring security, safety, and positive customer experiences. CEO Gunter lives his life and delivers services with the ODS core values in mind at all times. He ensures excellent service, embraces diversity, and acts with integrity and humility. Gunter has proven to be consistent and dependable in every action and is always willing to perform the duties of others when needed. As a CEO for Kroger, he excels as a highly-respected officer which is also frequently recognized by our client’s customers. He exemplifies the description of a highly engaged security officer and CEO. Jacob R. Gunter
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CONGRATULATIONS OFFICER ABDULLAH
Officer Delphine Abdullah was recently recognized as an ODS Officer of the Month at Duke Regional Hospital in North Carolina. Officer Abdullah transferred to Duke Regional from a Lincoln satellite office at the beginning of this year. It did not take her long to become acclimated to DRH and the increased responsibility and changes that came with her transition. Officer Abdullah provides a high level of customer service to all staff, patients, and visitors throughout each shift. She has been recognized in several manage-up Officer Delphine Abdullah letters due by hospital staff due to her quick response and attention to detail in responding to incidents. Officer Abdullah is passionate about her job and is always willing to learn more about healthcare security duties and responsibilities. She has demonstrated excellence in performance here at Duke Regional and we are honored to have her as a leader on our team.
ARCHIE HICKS
CUSTOMER ENGAGEMENT OFFICER [ODS Security Solutions]
Kroger Mid-Atlantic Division P.O. Box 14002, Roanoke, VA 24038
Re: Letter of Appreciation Archie: Recently a customer, who often shops at our Garner, NC store, took the time to write me about how appreciative she is with the assistance you provide Archie Hicks her during her shopping visits. The customer, who mentioned that she is disabled, told me that she often comes to the store in pain from her disability, but after being engaged by you with a smile and kind words she leaves feeling better and grateful for the health that she does have. She also mentioned that you help her get back to her car safely and she can always count on you to help her retrieve items from shelves that are difficult to reach. Clearly, this customer leaves our store highly satisfied every time she encounters you during her visit. Archie, this customer told me that she thinks Kroger and Old Dominion Security are blessed to have you, and quite frankly I could not agree more. Your actions demonstrate that you have a great grasp on your Engagement Officer role at your assigned Kroger store. I commend you for being able to demonstrate through your actions that you care about our customers. On behalf of Kroger Mid-Atlantic Division I want you to know how proud I am of you for setting such a great example to other engagement officers and Kroger associates to follow. Thank you for all that you do every day. Respectfully, David L. Lyon Division Loss Prevention Manager Kroger Mid-Atlantic ODS Security Solutions
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Where industry leaders turn for security services and resources
Employee Highlights:
SECURITY OFFICER APPRECIATION ODS Security Solutions was proud to recognize our many outstanding healthcare security officers during Healthcare Security and Safety Week & Officer’s Week during October. The IAHSS Healthcare Security and Safety Week and Officer’s Day was created to highlight the important role that each officer contributes to the success of patient care and a positive patient experience in the healthcare facility. ODS security officers recognize the many aspects of healthcare that require compassion and caring while ensuring a safe and secure environment. Our comprehensive training programs ensure officers are well-equipped to deliver the highest levels of performance. We congratulate each and every officer for a job well done – protecting our clients, their staff, patients, family members, and the community. ODS security officers create a secure environment that allows healthcare professionals to provide patient care in a healing environment.
WOW!
GREAT JOB OFFICERS ODS Security Solutions appreciates our officers and we are pleased when our clients or co-workers let us know what a great job they do. Our ODS recognition program, “WOW – Today I was WOW’d by you” is just one way we let officers know their hard work, dedication, professionalism, and excellence are appreciated. The following officers were recently recognized through the WOW program for outstanding performance to maintain security, and contributing to the patient experience. Great job officers!
ODS 8 Core Values 1. Serve and Inspire 2. Demonstrate excellence in reputation-‐be a part of something special 3. Embrace diversity 4. Act with integrity and humility
Sgt. Danny Rexrode Sgt. William Fridley John White Kevin Walton Chelsee Knous Christopher Sholes Alexander Capaldi Lynn Lowry Walter Maxwell Sheldon Harris
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5. Encourage innovation, adapt to change and be willing to take risks 6. Share goals, efforts and a willingness to perform the duties of others 7. Ensure consistency and dependability in our people and our actions 8. Celebrate successes large and small
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CLIENT COMPLIMENTS AND EMPLOYEE RECOGNITION Archie: Recently a customer, who often shops at our Garner, NC store, took the time to write me about how appreciative she is with the assistance you provide her during her shopping visits. The customer, who mentioned that she is disabled, told me that she often comes to the store in pain from her disability, but after being engaged by you with a smile and kind words she leaves feeling better and grateful for the health that she does have. She also mentioned that you help her get back to her car safely and she can always count on you to help her retrieve items from shelves that are difficult to reach. Clearly, this customer leaves our store highly satisfied every time she encounters you during her visit.
“Rafe, I was just in Kroger Carytown. I was standing around with a puzzled and probably foolish look on my face as I tried to locate the last item on my list. I heard a voice over my shoulder say “you look a little lost sir can I help you find anything?” I turned around and it was an ODS Engagement Officer! Just thought I would let you know Donovan Henderson was extremely kind and helpful and that I clearly need to learn how to navigate Kroger a little bit better Hope all is well! John Pendleton Scott Insurance
Archie, this customer told me that she thinks Kroger and Old Dominion Security are blessed to have you, and quite frankly I could not agree more. Your actions demonstrate that you have a great grasp on your Engagement Officer role at your assigned Kroger store. I commend you for being able to demonstrate through your actions that you care about our customers. On behalf of Kroger Mid-Atlantic Division I want you to know how proud I am of you for setting such a great example to other engagement officers and Kroger associates to follow. Thank you for all that you do every day. Respectfully, David L. Lyon Division Loss Prevention Manager Kroger Mid-Atlantic
Dear Mr. Harris, I received your name from Benjamin, who was on duty Wednesday evening. I had asked for it, because I want to thank Tom Apperson and the three young men who were on duty with him that night, as well as the one who drove me all around the two garages, searching for my car. I brought my husband there in an emergency......With that on my mind, then not finding my car, and the ensuing issues, I was in need of some support...we call it God with skin on Him! And He was there, in the form of your security guards! They all were superb; respectful, congenial, and helpful! I pray that you all are blessed abundantly in every way, especially with His unconditional love!
Chris, Just thought I’d send out this email to let you know how grateful I am to have the night time security team with us. They all do a fantastic job!!!! I do want to point out one particular person who went above and beyond for a patient who seems to have nothing and nowhere to go on very rainy groggy night. Andrew Byrd got someone to bring him “Cookout” so that he could provide the patient with a nice warm meal and drink. I just believe that what you guys do for us doesn’t get recognized enough and when someone makes an extra effort I think they should be recognized for it. Also, Ten (last name) has always been so nice and helpful to the staff and people and should also be recognized. Thanks for everything ODS security provides this ER!!! April
[Patient’s Family Member - name withheld for privacy]
ODS Security Solutions
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Where industry leaders turn for security services and resources
Client Highlights:
ODS HEALTHCARE SECURITY WELCOMES OUR NEWEST HEALTHCARE CLIENTS
ODS Healthcare Security Solutions continues to grow and we are proud and honored to welcome our two newest healthcare clients. Augusta Health nestled in the beautiful Shenandoah Valley of Virginia. Augusta Health delivers exceptional levels of patient care and provides outstanding services for patients, family members, and staff. They are proud of their tradition of personalized care that began more than 50 years ago with predecessor hospitals in Staunton and Waynesboro, Virginia. And we are proud to ensure the safety and security of the patients, families, staff, and communities they serve. (http://www.augustahealth.com). Northwest Community Healthcare serving Arlington Heights, IL and the surrounding community. NCH is a 496-bed, awardwinning hospital that delivers compassionate care within a nurturing and healing environment with the latest in medical facilities. ODS Healthcare Security Solutions is proud to become a part of the outstanding patient experience NCH delivers as we provide the highest levels of safety and security. (http://www.nch.org). ODS is committed to delivering the highest levels of safety and security to all of our clients. We strive to deliver outstanding security that positively contributes to the patient experience and supports an environment of compassion and healing.
SRMC WELCOMES PUBLIC SAFETY OFFICERS
Sampson Regional Medical Center (SRMC) is proud to announce the introduction of Public Safety Officers to their organization. This program was created in response to the need of a greater security presence on campus. Over the past several months, the journey to reach this position has required several new training curricula, to include a fit for duty physical and psychological evaluation. The Public Safety Officer program now provides Sampson Regional Medical Center with a two tiered approach to the safety and security of all who enter its facilities. ODS Security Solutions and Sampson Regional Medical Center are both proud to welcome our new Public Safety Officers to the team! ODS has successfully implemented two- and three-tiered security solutions for clients. These innovative security strategies strengthen security and contribute to a positive patient experience.
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Captain Kurt Henderson congratulates Kathy Edmonds who is being sworn in at Alamance Regional Medical Center in November, 2014.
It is an exciting time for ODS Security Solutions as we continue our “Journey to Excellence”. We strive to be the employer of choice in our industry by creating a work environment that rewards, recognizes and compensates our employees for outstanding performance and a commitment to customer service. It is our goal to hire and develop people who live by our core values. ODS Security Solutions-Core Values • Serve and Inspire • Excellence in reputation - being a part of something special • Embrace Diversity • Act with Integrity and Humility • Encourage Innovation, adapt to change and be willing to take risks • Share goals, efforts and a willingness to perform the duties of others • Consistency and dependability in our people and our actions • Celebrate successes large and small
It is with great appreciation that we introduce ODS Security Solutions officer of the month at Duke Regional Hospital, Officer James Small. Officer Small has been the topic of many discussions amongst our Sergeants for his leadership and drive to help people. Thank you Officer Small for being a leader and for giving peace of mind to our patients, visitors, and staff at Duke Regional Hospital. Congratulations!
Are you looking for a career in which you can make a difference? Are you passionate about helping others? Then ODS Security Solutions may be the right opportunity for you. We have a variety of open positions throughout the U.S. Visit our website to learn more about open positions for part-time and full-time positions and to apply online (http://ods-security. com/careers/benefits/).
ODS Security Solutions
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Headquarters Richmond, Virginia 2140 Tomlynn Street, Richmond, VA 23230 Toll Free 1-888-221-0802 804-521-7878 FAX
ODS-Security.com