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Securing Mixed-Use Facilities in Canada: Challenges and Solutions

Mixed-use facilities are changing the face of Canadian cities. By blending residential, commercial, retail spaces and public transit access into a single development, they offer vibrant, multifunctional communities. However, with this innovation comes a unique set of security challenges. One notable issue is the increased ease with which individuals — whether vagrants or those with malicious intent — can enter and exit the property. This complicates efforts to manage access effectively, especially when balancing the privacy needs of residents with the security demands of public and commercial spaces. These facilities require tailored security solutions that address the complexity of diverse user groups and protect all stakeholders without compromise.

Let’s explore the challenges that come with securing mixed-use properties and highlight best practices that can keep these bustling spaces safe and secure.

The Challenges of Mixed-Use Security

  1. Diverse User Base: Imagine a high-rise that houses families, retail shops and medical facilities. Each group has different priorities and expectations. Residents need privacy and consistent access to their homes, while retail tenants often require extended public access. Balancing these needs can be a logistical juggling act.
  1. Access Control Complexity: Controlling who can go where is one of the toughest tasks in mixed-use developments. Residential areas must remain private, even in spaces where they share elevators or lobbies with public transit access points. This requires sophisticated systems that ensure the right people gain entry — without causing inconvenience or bottlenecks.
  1. Surveillance vs. Privacy: Installing cameras throughout a property might make sense for monitoring public spaces, but how do you ensure the same system doesn’t infringe on residents’ privacy? Striking the right balance between vigilance and discretion is critical.
  1. Emergency Preparedness: Fires, medical emergencies, or security breaches affect everyone in a mixed-use facility, but the response can’t always be the same for a coffee shop and a condo. Coordinating an emergency plan that accounts for all these layers is a major hurdle.

Best Practices for Securing Mixed-Use Facilities

  1. Proactive Security Guard Services: Security guards play a crucial role in mixed-use facility management by proactively identifying and addressing risks before they escalate. An experienced team can mitigate emergencies by catching minor issues early, such as water leaks that could lead to significant damage, burnt-out lights that create trip hazards, or after-hours intrusions that threaten safety. Guards act as a critical line of defense, combining traditional surveillance methods with integrated technology to respond effectively and ensure the property remains secure around the clock.
  1. Layered Security Systems: The key to successful security in mixed-use spaces is layering. Start with general systems — like surveillance for public areas — and add specific solutions tailored to individual needs. For example, biometric or card-based access for residential zones ensures unauthorized individuals can’t wander into private areas.
  1. Regular Risk Assessments: Security isn’t static. Mixed-use facilities evolve over time, with new tenants, upgraded technology, and shifting threats. Routine assessments help identify vulnerabilities and adapt strategies before they become liabilities.
  1. Integrated Technology: Today’s security systems combine access control, surveillance, and alarms into a single platform. These systems allow for real-time monitoring and immediate responses, ensuring that nothing slips through the cracks.
  1. Engaging the Community: Residents, employees, and businesses are often the first to notice suspicious activity. A culture of awareness — built through education and communication — goes a long way in improving security. Encouraging people to report unusual behavior can create a proactive security environment.
  1. Streamlined Communication: In an emergency, quick and clear communication is critical. A well-established communication plan ensures that all stakeholders — security teams, property managers, and tenants — know exactly what to do and who to contact.

The Canadian Perspective

Canada’s urban centres, like Toronto and Vancouver, have embraced mixed-use developments to address housing shortages and urban sprawl. But Canadian security providers face specific challenges, from strict privacy laws to the need to account for harsh weather in outdoor systems. Cultural diversity also plays a role, requiring sensitivity to different communities’ expectations of privacy and safety.

Another unique Canadian challenge is integrating security solutions across provincial and municipal jurisdictions, each with its own set of regulations. This makes planning and execution even more complex, but it’s also an opportunity for security companies to showcase their expertise.

Looking Ahead

Mixed-use facilities are the future of urban living in Canada, but their complexity demands innovative and adaptable security solutions. By focusing on tailored strategies, embracing on-site security guard services and advanced technology, and fostering a strong community culture, property managers and security professionals can ensure these spaces remain safe, welcoming, and functional for everyone.

As more mixed-use developments take shape, security will remain a cornerstone of their success. Proactive planning, constant adaptation, and a commitment to excellence are the keys to staying ahead in this fast-evolving landscape. At the end of the day, it’s about creating spaces where people feel protected — no matter how many hats a building might wear.

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How Artificial Intelligence is Transforming the Physical Security Industry

In recent years, artificial intelligence (AI) has emerged as a transformative force across numerous industries, and the physical security sector is no exception. The integration of AI technologies into security systems is revolutionizing how businesses, governments, and individuals protect assets, facilities, and people. From advanced surveillance capabilities to predictive threat detection, AI is not only enhancing efficiency but also redefining the concept of security itself.

AI-Powered Surveillance Systems

One of the most prominent ways AI is influencing the physical security industry is through advanced surveillance. Traditional security cameras require constant human monitoring, which is both time-consuming and prone to error. AI-powered video analytics eliminate these challenges by enabling cameras to analyze footage in real time. These systems can identify unusual behaviours, recognize faces, and detect objects such as weapons or unattended bags with high precision.

For example, AI algorithms can monitor crowded areas to spot suspicious activity, such as loitering or erratic movements, and immediately alert security personnel. This proactive approach reduces response times and minimizes the likelihood of incidents escalating. Additionally, facial recognition technology is being integrated into access control systems, allowing organizations to identify individuals and restrict unauthorized entry without the need for manual ID checks.

Predictive Threat Detection

AI’s ability to process vast amounts of data quickly and accurately is also paving the way for predictive threat detection. By analyzing patterns and trends in data from various sources, such as surveillance footage, social media, and IoT devices, AI systems can identify potential threats before they materialize.

For instance, AI-driven analytics can detect anomalies in employee behavior, such as unusual access attempts or deviations from normal routines. These insights enable security teams to investigate and address potential threats before they escalate. Similarly, AI can analyze crime data in a specific area to predict when and where incidents are likely to occur, helping organizations allocate resources more effectively.

Enhancing Access Control

Traditional access control systems, such as keycards and PIN codes, are increasingly being replaced by AI-enabled biometric systems. These systems use facial recognition, fingerprint scanning, or even voice recognition to authenticate individuals. AI enhances the accuracy of these systems by learning and adapting to changes in physical appearance or voice over time.

Moreover, AI can integrate with other technologies to provide multi-layered security. For example, combining biometric authentication with behavioral analysis — such as monitoring typing speed or gait — adds an extra layer of protection, making it nearly impossible for unauthorized individuals to gain access.

Automation and Incident Response

AI is also transforming incident response through automation. Security systems equipped with AI can automatically lock down a facility, notify authorities, and even guide individuals to safety during emergencies. For example, in the event of a fire, an AI-driven system could analyze the building layout, identify safe exit routes, and provide real-time guidance to occupants.

AI-powered drones and robots are also being deployed for tasks like patrolling large areas, monitoring perimeters, and conducting inspections. These machines can operate in hazardous environments, reducing risks to human security personnel and ensuring continuous surveillance in critical areas.

Challenges and Ethical Considerations

While AI offers significant advantages, its adoption in the physical security industry is not without challenges. Privacy concerns are among the most pressing issues. The use of facial recognition and other surveillance technologies raises questions about the ethical implications of constant monitoring and data collection. Ensuring compliance with privacy laws and regulations is crucial to building trust and avoiding misuse of AI systems.

Another challenge is the potential for AI systems to be exploited by cybercriminals. As security systems become more interconnected, the risk of cyberattacks increases. Organizations must invest in robust cybersecurity measures to protect their AI-powered security systems from being compromised.

The Future of AI in Physical Security

The influence of AI on the physical security industry is only expected to grow. As AI technologies become more sophisticated, they will enable even greater levels of automation, efficiency, and accuracy. Emerging advancements, such as edge computing and AI-powered threat intelligence, will further enhance the ability to respond to security challenges in real time.

AI is revolutionizing the physical security industry by enabling smarter, more proactive, and more efficient systems. While challenges remain, the benefits of AI-driven security solutions are undeniable. By addressing ethical concerns and investing in cybersecurity, organizations can harness the full potential of AI to create safer environments for all.

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Top 5 Trends in the Security Industry: Enhancing Physical Security in 2024

The security industry is changing rapidly as new challenges emerge and client expectations evolve. What used to work five or 10 years ago no longer fits the complex demands of today’s environments. From high-rise condominiums to sprawling retail complexes, security providers are expected to offer more than just basic protection — they must deliver flexible, tailored solutions that blend human expertise with the latest technology. Let’s dive into the top five trends shaping the physical security industry in 2024.

1. Emphasis on Customized Security Solutions

As businesses, residential complexes, and public institutions become more diverse in size and function, a one-size-fits-all approach to security is no longer effective. Today’s clients demand tailored security solutions that address their specific needs. Whether it’s a retail business requiring loss prevention officers with specialized training, or a high-rise condominium seeking a concierge team trained in access control and customer service, customization is key.

Security providers are now focusing on conducting in-depth risk assessments before deploying personnel. By identifying the unique vulnerabilities of each site — whether it’s high-traffic areas, sensitive entry points, or exposure to external threats — security companies can offer strategic and targeted solutions that enhance protection without unnecessary costs.

2. Integration of Advanced Technology with Security Personnel

While physical presence remains essential, the integration of advanced technology is becoming a game-changer. More organizations are now blending human expertise with sophisticated tools like surveillance drones, facial recognition software, and remote monitoring systems. This combination allows for more efficient security operations, increasing both coverage and response times.

For instance, mobile patrol services are increasingly equipped with GPS tracking and real-time reporting systems. These technologies ensure patrol officers can cover larger areas efficiently while providing clients with instant updates on incidents. Similarly, concierge services are integrating access control technologies that allow for biometric scanning, keyless entry, and visitor management systems, streamlining building security.

3. Rise in Demand for Concierge Security Services

As residential and commercial properties grow more sophisticated, there is a rising demand for professional security concierge services. The modern security concierge is more than just a receptionist or doorman; they are trained security personnel capable of managing access control, monitoring CCTV systems, and ensuring the overall safety of tenants and visitors. This combination of customer service and security expertise enhances both the client experience and the safety of the building.

High-rise condominiums and office buildings, in particular, are opting for this hybrid role as it delivers the best of both worlds: a welcoming, customer-focused approach alongside solid security credentials. With the right training, concierge security staff can handle emergencies, manage building technologies, and create a safe yet approachable environment for residents and employees alike.

4. Mobile Patrol Services for Versatile Coverage

Mobile patrol services are seeing increased demand, particularly from clients who require security for multiple locations or larger areas that cannot be efficiently covered by stationary guards. These services provide flexible, on-the-ground monitoring, with patrol vehicles equipped to respond quickly to alarms, investigate suspicious activity, and provide routine inspections.

What sets modern mobile patrols apart is their ability to offer both scheduled and random patrols, adding an unpredictable element that deters potential criminal activity. Additionally, the adoption of digital tools, such as incident reporting software and body cameras, ensures that patrols can document their activities accurately, offering clients both peace of mind and accountability.

5. Focus on Loss Prevention in Retail Security

Retail security has evolved significantly in recent years, with loss prevention officers now playing a critical role in safeguarding businesses from theft and fraud. As the retail environment becomes increasingly complex, from multi-floor department stores to large shopping malls, the need for specialized security solutions has risen. Modern loss prevention services go beyond simply monitoring shoplifting; they involve comprehensive asset protection strategies, including internal theft prevention, inventory monitoring, and data-driven approaches to loss management.

Trained loss prevention officers are increasingly adept at using analytics to predict potential threats and adjust their approach accordingly. By leveraging surveillance systems, behavioural analysis, and close coordination with store management, these professionals help to significantly reduce shrinkage while maintaining a positive shopping experience for customers.

The future of security is about more than just staying vigilant — it’s about staying smart. The shift toward personalized solutions and the blending of technology with manpower are driving the industry in exciting new directions. Whether it’s protecting a residential tower, ensuring the safety of shoppers, or providing mobile patrols for wide-reaching properties, security teams are embracing innovation without losing sight of the core mission: keeping people and property safe.

As these trends continue to shape the industry, successful security providers will be those who combine expertise with adaptability. This is a time for the industry to move beyond traditional approaches and embrace a future where security solutions are as dynamic as the environments they protect.

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Top 5 Developments in Security Surveillance Techniques

The importance of robust surveillance systems cannot be overstated. As threats become more sophisticated, so too must the methods used to detect and deter them. The latest advancements in security surveillance techniques are not just about keeping pace with these threats but staying one step ahead. 

1. Artificial Intelligence and Machine Learning

Artificial Intelligence (AI) and Machine Learning (ML) are revolutionizing the security surveillance sector. These technologies enable systems to analyze vast amounts of data quickly and accurately, identifying patterns that would be impossible for a human to detect. For example, AI-driven video analytics can now recognize suspicious behaviours, such as loitering, abandoned objects, or unauthorized access attempts, in real-time. This capability significantly reduces the response time to potential threats.

AI and ML are also making surveillance systems smarter over time. As these systems learn from past data, they improve their accuracy in identifying genuine threats while reducing false alarms. Integrating AI and ML into surveillance solutions can enhance the efficiency and effectiveness of security operations, providing clients with a higher level of protection.

2. Integration of IoT Devices

The Internet of Things (IoT) has had a profound impact on the security industry, with connected devices playing a crucial role in modern surveillance systems. IoT devices, such as smart cameras, sensors, and alarms, can communicate with each other and with centralized systems, creating a comprehensive network that monitors every aspect of a property.

In a condominium environment, IoT-enabled cameras and sensors can work together to monitor entrances, exits, and common areas in real-time. If a door is left open or an unauthorized person enters a restricted area, the system can automatically trigger an alert, ensuring immediate action. 

3. Cloud-Based Surveillance Systems

The shift to cloud-based surveillance systems represents another significant development in the field. Traditional on-premise systems often come with limitations in terms of storage capacity and accessibility. Cloud-based systems, on the other hand, offer virtually unlimited storage and the ability to access footage from anywhere, at any time, on any device.

This flexibility is particularly beneficial for multi-site operations, where security personnel need to monitor multiple locations simultaneously. With cloud-based systems, security teams can review footage, respond to incidents, and manage system settings remotely. Additionally, cloud storage ensures that critical footage is securely backed up, reducing the risk of data loss. 

4. Enhanced Video Analytics

Advances in video analytics are pushing the boundaries of what surveillance systems can achieve. Beyond basic motion detection, modern video analytics can perform tasks such as facial recognition, license plate recognition, and even emotion detection. These capabilities provide a deeper level of insight into the activities taking place within a monitored area.

For example, facial recognition technology can be used to identify known threats or verify the identity of individuals entering a secured facility. License plate recognition systems can automatically log vehicles entering and exiting a property, aiding in the management of parking and access control. Emotion detection can identify signs of distress or agitation, prompting a faster response from security personnel. 

5. Cybersecurity Integration

With the increasing digitization of surveillance systems, cybersecurity has become an essential component of modern security solutions. Surveillance systems that are connected to the internet are vulnerable to cyberattacks, which can compromise the integrity of the entire security infrastructure. As a result, integrating cybersecurity measures into surveillance systems is now a priority for security providers.

This integration involves implementing robust encryption protocols, regular system updates, and real-time monitoring for suspicious activity. By ensuring that surveillance systems are protected against cyber threats, security companies can safeguard their clients’ data and maintain the reliability of their security operations.

The security surveillance industry is undergoing a transformation driven by technological advancements. From AI and IoT to cloud-based systems and enhanced video analytics, these developments are redefining how security is managed and delivered. For companies like Wincon Security, staying at the forefront of these trends is not just about offering cutting-edge services — it’s about ensuring the safety and security of their clients in an increasingly complex world. As threats evolve, so too must our approach to surveillance, embracing innovation to provide the best possible protection.

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Security During the 2024 Solar Eclipse: A Guide for Canadian Businesses

As the 2024 solar eclipse approaches, Canadian businesses and commercial properties must prepare themselves from a security standpoint to ensure the safety of their premises, employees, and customers. While eclipses are awe-inspiring natural phenomena, they also bring about unique challenges that necessitate proactive measures. In this guide, we’ll delve into key considerations and precautions for businesses before and during the solar eclipse on April 8.

Controlling lighting systems

One crucial aspect for businesses to address is the management of lighting systems during the eclipse. As the sun’s light diminishes, it’s essential to have adequate lighting in place to maintain visibility and security on the premises. Businesses should consider adjusting existing lighting systems to ensure optimal illumination throughout the event. This can help prevent accidents, deter potential intruders, and maintain normal operations seamlessly.

Anticipating gatherings

With the spectacle of a solar eclipse drawing people outdoors to witness the event, businesses need to be prepared for potential gatherings around their properties. This is particularly important for establishments located in areas experiencing totality, such as Niagara Falls, Kingston, Montreal, Fredericton, and Gander. Businesses should communicate with local authorities, monitor crowd activity, and implement crowd management strategies to maintain order and security. Additionally, if businesses have outdoor areas accessible to the public, they should consider securing those spaces or providing guidance to ensure the safety of eclipse viewers.

Managing traffic impact

The influx of spectators travelling to prime viewing locations can lead to increased traffic congestion, impacting businesses’ operations. It’s advisable for businesses to plan ahead and consider potential disruptions caused by traffic congestion. This may involve adjusting staffing schedules, coordinating deliveries, or implementing alternative transportation arrangements for employees. By anticipating and mitigating the impact of traffic, businesses can minimize disruptions and maintain productivity during the eclipse.

General safety tips

In addition to specific security considerations, businesses should also prioritize general safety measures to protect their premises and personnel during the solar eclipse:

  • Secure valuables: Safeguard valuable assets and sensitive equipment by locking them away or implementing additional security measures.
  • Emergency preparedness: Review and update emergency protocols, including evacuation procedures and communication plans, to ensure readiness in the event of unforeseen incidents.
  • Employee awareness: Educate employees about the solar eclipse, its potential effects, and safety precautions to follow both inside and outside the workplace.
  • External lighting: Ensure that exterior lighting fixtures, such as parking lot lights, are operational and adequately illuminate surrounding areas to enhance visibility and deter unauthorized activity.
  • Surveillance systems: Test and verify the functionality of surveillance cameras and alarm systems to monitor activity and detect any security breaches promptly.

By proactively addressing these security considerations and adhering to safety guidelines, Canadian businesses and commercial properties can effectively prepare themselves for the 2024 solar eclipse. Prioritizing security and safety measures can ensure a smooth and secure experience for employees, customers, and visitors during this celestial event.

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Wincon Security Employees Recognized for Outstanding Service

December was a month of reflection and celebration — a time to honour the dedication and hard work of Wincon Security employees. This year’s festivities included the recognition of 10 remarkable individuals who achieved significant milestones in their service, along with the 2023 Employee of the Year.

Wincon Security Service Awards

Every year, employees who reach their five-, 10-, 15-, 20-, 25-, or 30-year mark by December 31st are acknowledged. In 2023, a total of 10 employees reached various milestones. The annual Wincon Security Service Awards serve as a testament to the longevity and dedication of Wincon Security’s workforce. It’s a tradition that reinforces the company’s commitment to recognizing and appreciating the contributions of its employees, fostering a sense of pride and loyalty among the team.

The following employees were recognized during the Wincon Security holiday party on December 9:

15 Years
Neal Mitchell, Uniform Security Guard

10 Years
Asif Mehmood, Uniform Security Guard

5 Years
Piranaven Arunthavaselvan, Uniform Security Guard
Sarah Haid, Operations Coordinator
Saleem Harinanan, Uniform Security Guard
Umer Iltaf, Uniform Security Guard
Abdul Khan, Uniform Security Guard
Alexei Kourenkov, Uniform Security Guard
Syed Salahuddin, Security Supervisor
Hardeep Singh, Security Supervisor

Wincon Security Employee of the Year Award

Wincon Security 2023 Employee of the Year award-Nancy Brown - Award Presentation - Nancy Brown 8

Heather Seaton (left), Director of Finance & Administration, with Nancy Brown, 2023 Employee of the Year.

Amidst the celebrations, one individual stood out for her extraordinary contributions – Nancy Brown, the recipient of the prestigious 2023 Employee of the Year award. Although Wincon Security values and celebrates the hard work of all their staff, this award is reserved for someone who exemplifies that extra special dedication throughout the year.

Nancy initially joined Wincon as a consultant in 2005, working diligently for more than a decade behind the scenes, ensuring that the company’s staff received accurate and timely payments. In August 2019, she took on a full-time role as the Payroll and Accounting Specialist, showcasing unparalleled dedication. Nancy has played an essential role in managing Wincon’s finances, including handling payroll, remittances, and accounting responsibilities.

Despite her somewhat reserved nature, Nancy’s impact was undeniable. Her work ethic and commitment were especially evident during challenging times. Even when under the weather, she prioritized her responsibilities, ensuring that Wincon’s payroll was processed accurately and on time. Her diligence, professionalism, and willingness to bring forward concerns to senior management demonstrated her commitment to Wincon Security’s well-being.

In recognizing both the long-term Service Award recipients and the Employee of the Year, Wincon Security celebrates a culture of excellence and commitment that continues to drive the company’s success. Congratulations to all the recognized employees for their outstanding achievements and contributions to the Wincon Security family.

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Safeguarding Retailers with Expert Loss Prevention Solutions

Listen Wincon Security Director of Operations, Sunil Subramanian, on CBC Radio discuss the rampant shoplifting attempts happening today.

 

In the ever-evolving world of retail, ensuring a seamless shopping experience for customers is of utmost importance. However, amidst this pursuit, one significant challenge retailers face is shoplifting – a pervasive issue that can dent profits and affect the overall shopping environment. Today, we delve into the world of loss prevention with Sunil Subramanian, Director of Operations at Wincon Security and Investigations, a prominent security services provider to retailers, to gain insights into their impactful work in safeguarding businesses against theft.

Unveiling the Retail Theft Landscape

Shoplifting can encompass various forms, and Sunil Subramanian sheds light on the most commonly stolen items at stores served by Wincon Security. These items often include meat products, baby formula, razors, vitamins, batteries, and other small, easily concealable goods. By identifying such patterns, Wincon Security crafts tailored strategies to combat theft, mitigating financial losses for their clients.

  • Commonly stolen items include:
    • Meat products
    • Baby formula
    • Razors
    • Vitamins
    • Batteries
  • Wincon Security identifies theft patterns to craft tailored strategies for clients.

The Diversity of Shoplifters

Understanding the motives behind shoplifting is crucial in combating this issue effectively. Sunil explains that shoplifters come from diverse backgrounds, and their reasons for theft vary significantly. Some individuals resort to stealing out of necessity, facing hardships such as unemployment, financial struggles, or mental health issues. On the other end of the spectrum, organized retail crime involves orchestrated thefts of large quantities of merchandise. Wincon Security acknowledges this spectrum and employs comprehensive approaches to handle each situation with precision.

Wincon Security’s Loss Prevention Team

To combat shoplifting effectively, Wincon Security employs two categories of workers for their clients: loss prevention officers in plain clothes and uniformed security guards. The plainclothes officers discreetly observe suspects and follow the SCOPE approach, which stands for Selection, Concealment, Observation, Pass Point of Sale, and Exit Point, before making an arrest. On the other hand, uniformed guards serve as visible deterrents, deterring potential shoplifters from attempting theft in the first place.

The Importance of Safety

While well-intentioned bystanders may sometimes attempt to intervene during shoplifting incidents, Sunil Subramanian advises against putting oneself in harm’s way. Wincon Security ensures their security staff receives extensive training to handle such situations professionally and safely. Prioritizing safety not only protects bystanders but also helps maintain a secure shopping environment for everyone.

Balancing Mitigation and Customer Experience

A caller’s concern about being wrongly accused of shoplifting highlights the importance of striking a balance between loss mitigation and customer experience. Sunil urges patience with security measures, emphasizing that in the long run, effective loss prevention benefits both retailers and customers alike. Reduced theft levels lead to decreased inventory costs, potentially resulting in more competitive pricing and a better shopping experience for consumers.

The Impact of Wincon Security’s Efforts

Wincon Security’s commitment to effective loss prevention has yielded positive results for their clients. By crafting the perfect formula for each retailer, they help reduce shoplifting incidents and protect businesses against financial losses. Emphasizing the importance of visual deterrents, Wincon Security encourages their clients to invest in uniformed security guards, enhancing their overall loss prevention strategy.

In conclusion, Wincon Security’s expertise in loss prevention serves as a beacon of hope for retailers seeking to secure their premises and assets. By tailoring solutions to fit each client’s unique needs, the company contributes to a safer shopping environment while fostering trust between businesses and their customers. As retail landscapes continue to evolve, Wincon Security remains at the forefront, steadfast in their mission to safeguard the retail industry from the pervasive issue of shoplifting.

See the transcript

Ian Hanomansing
So we’re here to talk about the shopping experience, but we’re spending a lot of time talking about one part of that experience, which is shoplifting. Our next guest knows a lot about that. Sunil Subramanian specializes in loss prevention. He is the Director of Operations at Wincon Security and Investigations, a major provider of security services to retailers, and he joins us now from Toronto. Sunil, how are you?

Sunil Subramanian
Good, and yourself?

Ian Hanomansing
Good. Thank you very much for joining us. Tell us a little bit about, in your experience working with various retailers, and I know you won’t mention them by name, I appreciate that, but what sorts of things are getting stolen the most at the stores that are run by your clients?

Sunil Subramanian
As you said, there’s various retailers, but when it comes to the theft that’s occurring, we see a lot of loss when it comes to meat products, baby formula, razors, vitamins, batteries, things of that nature, things that you can quickly conceal and get away with.

Ian Hanomansing
Is there any profile of the typical shoplifter? Is it out of necessity that people are shoplifting in order to get just food on their table? Are people part of trying to make money from the products they’re selling? What are you seeing?

Sunil Subramanian
It’s a very broad spectrum. I mean, we’re dealing with people coming out of COVID, loss of employment, loss of income, being forced to take these measures, people dealing with mental health issues, obviously, people with drug abuse, homelessness. But on the flip side of that, we obviously have the organized retail crime that comes in and takes out large quantities as well.

Ian Hanomansing
You have working for your clients through your company at least two categories of workers. You have people who are loss prevention officers in plain clothes, walking through a store, through the aisles. I believe you also have uniform security guards that are there to be visible. When they, either one, spots what they believe is shoplifting in progress, how do they respond to it?

Sunil Subramanian
Again, it varies. When you have the last prevention Guard that is not in uniform, they have a process that they have to follow in order to go through with an arrest. The acronym we use is called SCOPE. That stands for Selection, Concealment, Observation, Pass Point of Sale, and then Pass Point of the Exit Point. Once those five steps have been observed throughout without missing any one point, we are then able to complete the arrest. When it comes to the uniform aspect of it, it’s not as complicated because it doesn’t happen as often. Uniform guards deal more with smash and run, grab and run issues where people know that there’s uniform guards there. They just don’t care anymore. They’re pretty brazen. They’re just trying to get away as fast as possible and run and get away.

Ian Hanomansing
We had a caller earlier this hour, a man in his 60s, or I think he was in his 60s at the time, who saw somebody shoplifting at a store here in Vancouver. There was a security guard who I guess wasn’t intervening. There were a couple of shopkeepers who looked scared. He stood there and refused to let the shoplifter leave. The shoplifter bumped him and the guy stood his ground. I think I know how you’re going to answer this, but what would you say to that bystander who intervened?

Sunil Subramanian
I did watch that segment as well. I appreciate what he did, especially because he had the last pension background as well, but there’s no real reason to put your life in danger for a scenario like that. We don’t know the individuals that we’re dealing with. Our security staff go through do extensive training to be able to deal with people that are committing theft for one reason or another, whether it’s mental health or homelessness culture and things of that nature. But again, as you said to him, maybe not put yourself in harm s way for the sake of a couple of dollars.

Ian Hanomansing
And Sunil, let me ask you about another caller, the woman from I think maybe Edmonton, who said that twice in her life, and she sounds like an older woman, she talked about remembering the grand old days of the department stores in Vancouver, but twice, she was confronted in high end stores by security guards who each time demanded that she open up her purse and empty out the contents because they thought she was stealing. The way she tells the story, she wasn’t stealing. They found nothing. What would you say to her about her experience?

Sunil Subramanian
I apologize that she had a negative experience for whichever retail store she was at, but I do believe in the process process. I think people need to be a little bit patient with it. Look at it from the aspect of maybe it’s not the implication of theft, but more of a mitigation of theft, which in the long run is only going to benefit us. If we’re patient with the process and theft levels come down, inventory pricing is going to go down as well. With the way inflation is right now, that again is only going to benefit all of us in the long run.

Ian Hanomansing
Is it working, the efforts of your company and the clients they hire, does it make a difference? Does it reduce shoplifting?

Sunil Subramanian
It does. It depends on… We have to find the perfect formula, which is what we work on with our clients. We’re trying to push now because of the procedures that are being put in place where you can’t do receipt checks right now, or you can’t do bag checks, there’s no touch policies, there’s things of that nature. We’re encouraging our client base to move towards the uniform from security guard, which is more of a visual deterrent. They can be placed at the entry exit point of your store so people can see them right away. They can be patrolling the point of sale areas so people know they can’t just run straight through and get through. We are encouraging the industry to move in that direction, so as to mitigate more loss. Last but not least.

Ian Hanomansing
Saneel, thank you very much for your insights. Really interesting talking to you.

Sunil Subramanian
You’re welcome. Thanks for having me.

Ian Hanomansing
Saneel Sobranian specializes in loss prevention. He’s a director of operations at Windcon Security and Investigations, a major provider of security services to retailers. He is in Toronto.

 

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The importance of an engaged condo concierge security team

Many of us have watched films set in New York, where well-heeled characters live in Madison or Park Avenue apartment buildings managed by a highly engaged concierge security team that always greets them by name and occasionally steps in to help solve whatever narrative challenge they may be facing. It’s the stuff of fantasy—mainly because very few of us will ever be able to afford the luxury rent or prices that it takes to live in one of these elite buildings home to the ultra-wealthy.

But the point is that part of the resident experience is having that kind of high-touch concierge service on offer, at all times, delivering personalized service. To some, it’s just as important as the design of their living quarters or the number of parking spaces they have to store their collection of vehicles. Not every condominium property manager can deliver quite that level of service, of course, but they can create a unique environment for their residents.

An engaged, respectful and proactive security concierge team is critical to ensuring the protection of a property and the people living in it—and that should always be their primary responsibility. The COVID-19 crisis, with its numerous and varied building access and health and safety restrictions, underscored the value of having well-trained and responsible security professionals at the ready. But in going above and beyond while doing their jobs, security concierge personnel can also provide added value to a residential community.

Even more crucial is a concierge team’s ability to communicate effectively with residents.

They can help improve tenant/owner attraction and retention. They can indirectly help drive up property values. They can make a building or complex a far more desirable community in which to live, which is the goal of any property management firm or of condo owners who are always eager to see a spike in unit valuations or monthly rents.

So, what does it take to build a highly engaged condominium security concierge team? These are five of the key ingredients:

Effective recruitment

Choosing the right security firm is important for many reasons, but none more so than their approach to employee recruitment, onboarding, and retention. Put simply, the service a security firm provides is only as good as the people who are providing it. Every security firm can deploy guards at a high-rise property, but the better ones put time and effort into carefully selecting their security professionals, in particular the ones who comprise security concierge teams. More than anything else, these professionals need to have experience and expertise in customer service— along with a client-focused attitude—to be successful.

Ongoing training

One of the many reasons why guards become disengaged is because they don’t receive adequate training in the onboarding phase. They often don’t have a full grasp of what their job entails or what they’re expected to deliver. Even when they are trained, security firms often rush the process and fail to set their concierge teams up for success. Speak to your security provider, ask questions about how they train their guards—including practical or technical considerations such as fire panel or security system operations and emergency procedures—and how they’ll provide training customized to the needs of your residential community.

Condo concierge security guard helping resident.
We handpick the right condo concierge for your building’s needs.

Strong communication

It’s important for security companies to maintain strong communications internally to ensure their guards are updated on important information relating to the property where they’re stationed. A basic guard huddle at shift changes can help concierge teams share information, which should also be logged in daily reports and conveyed to the security provider’s management team electronically—and, when necessary, the building’s property manager. Even more crucial is a concierge team’s ability to communicate effectively with residents. They are the frontline service providers at any condominium and need to be able to intake, direct or address resident concerns. They also need to be friendly and attentive to deliver the kind of sunny service experience that should be the objective of any reliable security provider.

Performance expectations

It needs to be made clear to security concierge teams that the expectation is for them to create the kind of residential atmosphere that they might want for themselves or their families. That means working with your security provider to customize key performance indicators that can be measured and benchmarked over time. Concierge personnel that meets those lofty expectations should be rewarded with longer-term placements, which is also the ideal scenario for stability-loving residents who tend to appreciate seeing the same security personnel in their building lobbies from day to day.

Management accountability

The only way to enforce these expectations is by requiring full accountability. The best way to do that is to ensure that your security provider’s management team are on the ball, inspecting sites, providing necessary support to their concierge security teams, meeting residents themselves, interacting with the property manager or board and generally building a strong understanding of that specific community and its needs. When gaps emerge, those managers should take action before you even know there’s a problem.

If they work hard to motivate guards, treat them well and readily provide constructive feedback, you can rest assured that your concierge security team will likely stay fully engaged on the job—and your residents will keep smiles on their faces.

IS YOUR BUSINESS INTERESTED IN CONCIERGE SECURITY?

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Winston Stewart, President and CEO

Wincon Security

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Why security should be a focus of your condominium construction project

A condominium construction project is challenging at the best of times. Managing the complexity of large-scale capital repairs or upgrades, and accounting for the sheer number of logistical considerations to eventually arrive at a successful outcome, can tax even the most experienced condominium manager.  During the coronavirus pandemic, those already daunting obstacles have become far more difficult to clear—and underscores the important role that a condominium’s security team can play throughout a construction project.

Damage related to water, fire or mould, or even long-term concrete and other forms of building deterioration, are just some of the many factors that can compel a condo restoration initiative in the first place. Remediating these issues is always expensive. They often arise unexpectedly and create an immediate sense of urgency—noise, dust and dirt, amenity closures and other disruptions including building access limitations can quickly heighten tensions while the project is underway. Careful planning can help mitigate those and many other issues that can compromise residents’ lifestyle experience and enjoyment.

Take the time to think about your property’s long-term security requirements.

The current complication, of course, is that the constant flow of tradespeople onto and off of a property can create COVID-19 exposure risks that must be minimized in order to protect an entire condominium community. The question is, how? Here are several ways that condominium property managers can utilize their security personnel to make a property restoration as comfortable and efficient as possible for all parties involved:

Take a team approach

The first step is understanding that it takes a team to manage a construction project during a pandemic. Your general restoration contractor and their various trades and sub-trades will comprise the bulk of that group, but it’s essential to also include your security firm in the process. They’ll be on the frontlines managing, monitoring, and ensuring that only authorized individuals can access the property—but also working with residents to address their concerns. In other words, they’re not simply construction site security guards, they’re your frontline community managers. If an unforeseen situation relating to the restoration suddenly emerges—a trade accidentally cuts a gas or water line, for example—they’ll likely be the first ones on the scene and alert first responders and/or the construction contractor. If a resident complains about noise or has questions about how the job is progressing, they’ll likely be the first ones asked to listen or pass along information on the condominium manager’s behalf.

Wincon security guards protecting commercial or condo building
Our construction site security guards protect you while assisting your residents.

Remember that this isn’t merely a building, it’s home to scores of people. Providing outstanding customer service is an expectation at any time, but aconstruction project is an opportunity to demonstrate that as a condominium manager, you take clients’ happiness to heart. Security staff can be instrumental in driving that message home and reinforcing it through their day-to-day interaction with residents.

Leverage your security guards’ diverse skills

Security personnel are the bridge between the parties affected by theconstruction (e.g., residents) and those involved in its rollout (e.g., the trades). Your construction site security guards should have a full list of all tradespeople involved in the project from start to finish, if only to be able to verify their identity as needed. They should have a full schedule of work slated for various stages of the project. They should also be present when briefings are delivered to the condominium board. While their job is to ensure the safety and security of the property and the people occupying it, it’s also to help foster the right atmosphere and understand how the project is progressing—particularly important in luxury condos where a premium is placed on the resident experience.

As part of that process—and beyond having a general awareness of the project implementation plan—security guards will need to conduct regular contact tracing in case an outbreak occurs. Having that information at the ready and being able to deliver it to public health officials and both your management team and the condominium board could mean the difference between containing COVID-19’s spread across a community, or seeing it rage out of control and impacting both resident health and theconstruction project’s successful completion.

Security personnel are the bridge between the parties affected by the construction and those involved in the rollout.

Give them what they need

It’s essential that construction site security guards have the necessary tools to do their job and community liaison experts during a condominium restoration. That means providing them with adequate supplies of personal protective equipment (PPE) to ensure their safety. It’s the best way to keep your security team healthy and on the job. PPE should be kept in a central location and made available to staff at the start of every shift.

It’s also important that they have access to efficient and effective contact tracing software that’s both user-friendly and robust enough to collect and manage the information of hundreds (maybe even thousands) of residents. Having a way to handle the reams of data they’ll be acquiring will help manage or prevent COVID-19 outbreaks if they occur while managing the inflow and outflow of tradespeople and reducing the risk of potential security breaches.

Think a step ahead

No matter the reason for your restoration project—and even though we’re in the midst of an unprecedented pandemic—take the time to think about your property’s long-term security requirements. If the restoration is particularly extensive, such as in the case of a major flood or fire damage, you may find an opportunity to implement new security technology infrastructure (think biometrics or ultra-HD surveillance cameras), or perhaps even designing security-friendly spaces to accept the flood of food deliveries and e-commerce packages currently inundating so many condo lobbies. That volume is only poised to grow in the years ahead as more of us shop and dine online. Work with your security provider to not only manage your community and provide the best resident experience possible throughout the restoration but to also look ahead and develop a comprehensive strategy that protects your property’s security requirements five to 10 years into the future.

In the end, proactive thinking will save money and position your condominium as an even more desirable place to live.

ARE YOU INTERESTED IN SECURITY FOR YOUR SITE?

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Winston Stewart

President and CEO, Wincon Security

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Celebrating Wincon Employees of the Year Darrell Chen & Robert Bruce

Nearly a year ago, our world changed. Few of us knew much, if anything, about the COVID-19 virus that would soon transform our social interactions, our economy and our lives. But we soon got a crash course in epidemiology and terms such as ‘social distancing’ as the federal and provincial governments acted quickly to lockdown our communities and introduce sweeping health and safety measures. Through it all, Wincon Security guards and supervisors were on the coronavirus pandemic frontlines.

Our employees responded with professionalism, hard work and a dedication to excellence that was beyond exceptional—it was a true embodiment of our focus on providing the very best customer service experience our industry has to offer. To a person, our team exemplified our ‘Built on Service. Driven by Culture’s company mantra. My gratitude goes out to all of our employees for their ongoing support and efforts to continue improving our client experience. But in the midst of a tumultuous year, the work of two of our staff truly stood out.

I’m pleased to introduce our 2020 employees of the year: Supervisor Darrell Chen and security guard Robert Bruce.

You may notice a change from previous years when we acknowledged only one employee. This year we decided that it was important to ensure that a member of our leadership team also got the nod for their outstanding work.

In Darrell’s case, his management of a seven-person security team throughout the pandemic at GE’s Markham facility was nothing short of remarkable. Not that we’d expect anything different. Over his four-year career with Wincon, Darrell’s communication skills, leadership and problem-solving abilities have set the standard for others to follow. COVID may have put Darrell to the test, but he stepped up and responded to every challenge.

Wincon Darrell Chen 1

“Over the past year, we had to find different ways to provide safety and security,” he says. “We had to train additional guards, work with the EHS and occupational safety committees at GE, reinforce masking policies and work to develop methods to efficiently screen employees and delivery people every day. Our team is always great at communication and has a positive attitude, so by being proactive and planning for different workplace situations, we were able to make a tough situation as seamless as possible for our client.”

By keeping up the spirits of his team and showing appreciation for their work, Darrell reminded us all that it’s possible to turn a challenging situation into one for growth and development.

Wincon Robert Bruce 1

Our 2020 Guard of the Year Robert Bruce showed the same willingness to step up and adapt, but in a very different setting over the past year. As a guard at some of Etobicoke’s larger condominium towers, Robert had a front-row seat as the move to remote work took centre stage during the early days of the COVID-19 lockdown. Suddenly, thousands of residents were working—and both caring for and teaching their children—from home. Access to everything from building amenities to the neighbourhood grocery store was instantly restricted.

Even as tensions ran high, Robert met residents with his trademark smile and pleasant demeanour and was able to make their day a little bit brighter simply by doing his job well. Efficiency was key.

“At a certain point we had to start screening people for COVID-19 when they entered the building, but due to the volume of residents coming in and out—not to mention parcel or food delivery people and visitors—we needed to process people as quickly as we could,” Robert recalls. “Adjusting to that was a challenge.”

Wincon Robert Bruce 2

That meant going to extraordinary lengths such as conducting temperature checks and even calling residents to pick up food deliveries in the lobby as part of the condo’s coronavirus protocols. Through it, all, Robert’s ability to anticipate both the condo property manager and residents’ needs, and to address potential issues before they arose, proved the difference.

On behalf of the entire leadership team here at Wincon, I’d like to congratulate Darrell and Robert for this achievement and thank them for their exemplary work. And while I’ve said it before, it’s worth reiterating that our entire team has gone above and beyond throughout the COVID-19 crisis. If I had to choose a word to sum up my feelings about our performance as a company, it would be: proud.

Proud that we’ve confronted one of the most difficult challenges of our generation and managed to succeed. Proud that we’ve actually improved our service offering in the face of some very big obstacles. And proud that our clients and industry partners were able to rely on us to meet their needs, no matter the circumstances.

As we progress further into 2021, I only have one more thing to add: Let’s keep up the great work together!

IS YOUR BUSINESS INTERESTED IN SECURITY GUARD SERVICES?

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Winston Stewart, President and CEO

Wincon Security

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