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The coronavirus pandemic has reinforced a key feature of our company culture that we’ve long understood, but which became even more obvious in the face of an unprecedented and highly challenging situation: Wincon Security is driven in every way by an outstanding group of professionals. Our people are dedicated to customer service excellence and it shows in everything they do.

As I noted in our last blog , throughout the COVID-19 crisis our employees have gone above and beyond to not only do their jobs, but to take added steps to ensure the health and safety of both our clients and their colleagues in the field. We’ve witnessed countless examples of our employees going out of their way to help Wincon Security customers create a welcoming environment across their workplaces, retail outlets, manufacturing facilities—wherever they happen to be serving. After all, we believe it’s our job to not only protect people, property and assets, but to do so in a way that reflects positively on our clients’ brands. Whether that’s in a supermarket or a super-tall condominium complex, we take that responsibility to heart.

That’s why we were delighted to receive extremely positive customer service feedback about Karen Willis, one of our fantastic security professionals. Karen exemplifies the very best qualities that our team has to offer: dedication, professionalism, excellence in her work and a selfless commitment to putting a smile on the faces of the people we serve.

In this case, the client is a Markham-based property management company with an extensive portfolio of commercial buildings across the city. Karen leads the security team at one of the client’s flagship office complexes—which has been operating at a drastically reduced capacity since the start of the COVID-19 pandemic.

It’s worth noting that while the province-wide focus has rightly been on mitigating the public health impact of the coronavirus pandemic, an often overlooked consequence of social distancing and stay-at-home measures is the risk to unoccupied properties. An unstaffed building is a vandal or burglar’s dream target. In other words, unoccupied properties are more vulnerable now than ever.

As our site supervisor, Karen has been responsible for coordinating security coverage for the office facility, while managing our on-site team. She was also tasked with liaising directly with the property management firm’s leadership team, keeping them abreast of potential issues or emerging security vulnerabilities as their workforce maintained operations from a distance, and then after they began returning to the workplace. As the client noted in a letter of appreciation for Karen’s work:

“[Karen] was awesome and caring to our essential workers who came to work to every day. She went above and beyond to ensure the health and safety of our team members and I am personally grateful for this.

Many times clients only informed vendors when they are not satisfied with the service they are receiving.  Rarely do they make mention when things are above and beyond, so I wanted to take this opportunity to highlight the excellent service we are receiving.”

Feedback such as this not only makes us extremely proud of team members like Karen, but reminds us of the importance of our work—especially during one of the most difficult periods in recent memory.

We believe that security professionals should not only fulfill their duties, but do so with a high degree of energy and engagement. With anxieties on the rise and people genuinely afraid to enter their workplaces or residences, if their first encounter is with a warm and caring security team member who can brighten their day while ensuring their safety and protection, then we believe we’ve achieved our goal as a security company.

So, on that note, we extend our gratitude to Karen Willis for her outstanding work and dedication to customer service. Now, with COVID-19 cases flaring across the Greater Toronto Area once again, we still have a great deal of work to do. I’m very confident that together—especially with employees such as Karen leading the charge—we can navigate any challenge we face and succeed as we adapt to this fast-changing business environment.

Winston Stewart

President and CEO

 

When the COVID-19 outbreak took hold in March, it was difficult to imagine the size and scope of the challenge that lay ahead. Industries ground to a halt as social-distancing measures forced the closure of everything from offices to recreational facilities. Businesses and their employees faced unprecedented uncertainty. Security firms such as ours weren’t spared from the widespread economic impact.

While some clients needed less of our time, many sectors called on us to do more—much more—to help them weather the coronavirus storm. Business leaders quickly realized the degree to which they needed trained security professionals to help them manage everything from store line-ups to protecting shuttered office buildings. Perhaps most importantly, those that needed additional help from Wincon Security came to understand that we could not only protect their people, property and assets, but we were also well-positioned to become an extension of their brand. Because our people are well-trained and committed to providing industry-leading service, they could rely on us to positively reflect their company values and uphold their service standards.

Specifically, they could rely on you—our employees—to make the very best of a very challenging COVID-19 situation.

By no means are we out of COVID-19 crisis mode as a second wave of the outbreak looms large. We’re likely to face more difficulties in the weeks and months ahead before we can put this pandemic behind us. But I know that because of your dedication and commitment to excellence, our company will emerge from this stronger than ever. The past six months have only proved what I already knew about each and every one of you: You care. You’re passionate about servicing our clients. You want to make your communities better by helping to make them safer. You want to help our company grow and achieve even greater success together.

Through it all, you not only showed up for work every day, but you demonstrated unbelievable engagement and professionalism. Our competitors faced widespread labour shortages, but all of you ensured that we were able to meet client demand for our services. And you did it with a smile from behind our Wincon-branded face masks. At times that meant exposing yourselves to the general public to do your jobs. But you did it without complaining because that’s what was needed.

As a business owner, I couldn’t be more proud of your hard work and commitment to becoming better at your jobs every day. You’ve proven once again that Wincon is a partner to our clients—be they on the commercial property, retail, condominium or residential sides.

Along the way we’ve taken efforts to ensure your safety in the workplace, whether it’s in the office or at client sites. That’s meant investing in personal protective equipment (PPE), sanitizers, increased cleaning of everything from our headquarters to patrol vehicles and even purchasing those aforementioned reusable Wincon masks. Rest assured, we’ll continue making the necessary investments to keep you safe and healthy on the job. Nothing is more important to us than your well-being, as well as that of our customers and partners. We hope the new workplace normal—however it continues to evolve—alleviates the need for such stringent health and safety measures, but that day could still be a long way off.

In the meantime, our strategy is focused on finding innovative ways to service our clients as the COVID-19 pandemic carries on. Many of you have shared ideas to help us find new efficiencies and service-delivery methods as we’ve worked to achieve that goal. We invite you to continue making suggestions and thinking about ways to make Wincon an even better security provider.

As a company built on service and driven by culture, we have the tools we need to make it through this pandemic. Let’s continue working together to achieve our goals and prove once again that there is no emergency situation that our team can’t handle.

Winston Stewart

President and CEO

COVID-19 return to work security plan

As lockdown measures are slowly eased across Ontario and the rest of Canada, organizations are preparing to return to the new COVID-19 workplace normal. But nothing is simple when it comes to navigating the uncharted waters of social distancing and industry-wide lockdowns–especially when it comes to developing a return-to-work security plan.

While a return to business may still be weeks away for organizations in some parts of the province, no one can afford to be idle. As a business owner/leader, you need to start planning today to ensure that your workplace is as safe and secure as possible once your employees return to the fold—and that you comply with all relevant government health and safety rules and regulations.

Security plays a key role

Of course, safety and security planning is about much more than ensuring the availability of sanitizers and protective equipment, ramped up hygiene practices, or establishing social distancing rules and protocols. Those are, of course, essential foundational elements. But there are many security-related components that need to be addressed in a comprehensive and strategic return-to-work plan, many of which will take time and resources to implement.

Cybersecurity, access control, monitoring employee movements and activities, and secure collaboration practices, are among many items that need to be integrated into a well-architected security plan. The good news is that your security provider can play an important role in helping develop and execute a fully-integrated strategy—one that addresses the new (and in some cases, rapidly evolving) demands around health and safety compliance, risk mitigation and technology.

A return-to-work security plan should cover everything from basic policies around distancing rules and staffing requirements (some organizations may resort to staggered hours, for example, or a combined office/work-from-home model to minimize personal contact), to more complex technological initiatives around health monitoring and building access and control.

Cybersecurity training

Conduct a security infrastructure audit

An integral part of the initial planning stages is a thorough review of infrastructure equipment. Planners need to examine what needs to be improved or updated. Are repairs required due to the protracted pandemic shutdown? This is an especially important checklist item for facilities that have been fully closed for a long period of time.

Organizations will also have to familiarize themselves and their employees with the plethora of new safety protocols that are being introduced, including those established by public health authorities and/or the building managers, or your company itself. With that, extensive retraining for both security personnel and other staff will be needed before doors re-open for business. This will need to be refreshed as new guidelines evolve in the months to come.

Bear in mind that security personnel in particular may be required to perform additional services, from temperature checks and entrance/exit screening, to more frequent patrolling and social distancing enforcement.

Analyze cybersecurity vulnerabilities and requirements

With the rapid transition to a work-from-home business model, organizations should also be making time to review their cybersecurity protocols. During the recent, rapid escalation in remote workers accessing cloud-based services from multiple devices, organizations had little time to assess their network security in an in-depth way. Now that you have a bit of breathing space, it’s time to develop or enhance your current digital security strategy as part of your return-to-work plan. This should include a rapid redeployment backup plan in the event of a future shutdown.

A safe and secure workplace will likely involve new technology investments. As you plan, consider the role security solutions can play in reducing touching of surfaces; tracking and tracing movements to quickly isolate and address potential outbreak situations; or responding to social distancing infractions (e.g., alerts when employees enter a restricted area).

There are a number of technology enablers that can be integrated into existing security systems to meet the demands of a post-lockdown work environment and ensure that only authorized employees or visitors can enter your premises. Examples of tools being implemented right now across some organizations include swipe pads on doors, touchless registration, “smart” barriers at entrances and exits, biometric scanners, remote locking systems and pressure sensors, and mobile two-factor authentication.

Additional video surveillance systems, along with thermal scanners and face recognition software can help identify suspected infections, while tracking the contact and movements of anyone within range of a potentially infected person.

All of this needs to be supported by HR policies that clearly outline restricted areas, who has access, and policies around travel and sick leave—among others. Work with your HR team and potentially even a qualified labour and employment lawyer, to draft effective policies customized to the needs of your workplace and employee culture.

Return to work

Getting your workplace ready to reopen

Global real estate firm Cushman & Wakefield has developed a document entitled Recovery Readiness: a How-To Guide For Reopening Your Workplace. It’s a handy starting point that outlines six guiding principles on how businesses can ensure a safe and efficient transition to workplace readiness.

Here is a distilled version of the principles:

  • Prepare the Building—Implement cleaning plans, pre-return inspections, and HVAC and mechanicals checks
  • Prepare the Workforce—Create policies for deciding who returns, shift/schedule management and employee communications
  • Control Access—Enforce protocols for safety and health checks, building reception, shipping/receiving, elevators and visitor policies
  • Create a Social Distancing Plan—Follow guidelines for decreasing density, schedule management and office traffic patterns
  • Reduce Touch Points and Increase Cleaning—Implement open doors, clean-desk policy, food plans and regular cleaning of common areas
  • Communicate for Confidence—Recognize the fear employees may feel in returning to the workplace and work with them to alleviate their anxiety

Plan early and be flexible

There’s no question there will be a great deal of uncertainty as organizations plan their return-to-work strategies.

“It will happen in phases, it will be very complex and it will look different for every organization,” Bill Knightly, Cushman and Wakefield’s Chief Operating Officer of Global Occupier Services, noted in a recent webinar. “We know progress is unlikely to be linear … We know the rules of the game are likely to change as we’ve seen inconsistent messaging from health authorities and governments around the world.”

That being said, a safety and security planning professional can help alleviate the uncertainty and tailor a fully integrated security plan to meet the specific needs of an organization and its workforce. The key is planning early and often as the situation evolves.

Winston Stewart–President and CEO

The current emergency situation has evolved rapidly in Canada and around the world with the declaration of the coronavirus pandemic and ever-escalating measures to combat the spread of the COVID-19 virus.

Our team has been closely monitoring these developments and has enacted Wincon Security’s emergency preparedness and disaster response plan accordingly. Our focus at this point is ensuring the health safety of our clients, the occupants of the retail, industrial, educational and residential facilities we protect and, of course, our employees.

These are extraordinary circumstances and we’re responding with workplace policy and procedure updates in real time. We’re in the people business and are fully prepared to meet the challenges that lie ahead. This pandemic is testing the resolve of individuals and organizations across our economy with the introduction of everything from social distancing measures to outright closures. To do our part, we’re monitoring and implementing the advice of local, provincial and federal health agencies and ensuring we go a step above and beyond to protect the people at the heart of Wincon Security.

With that in mind, we’ve implemented the following policy changes effective immediately. We are:

  • Permitting administrative staff to work remotely or from home where possible
  • Enhancing hygiene procedures across our workplace and at client sites
  • Adjusting resourcing at some facilities and shifting our guards to sites where a physical presence is required, or utilizing technology such as advanced camera systems to monitor facilities where a physical presence may no longer be necessary (e.g., office buildings whose tenants are temporarily working from home)
  • Cancelling all in-person client meetings for the time being and stopping all non-essential business travel
  • Conducting client meetings using teleconferencing platforms until further notice

As first responders entrusted with protecting the people and assets across your commercial or residential properties, we take great pride in providing high-quality customer service, no matter the situation. This one is turning out to be one of the most challenging that we’ve experienced in our organization’s 25 years of operation.

Our focus is on helping you navigate the hurdles that lie ahead in as efficient and seamless way as possible. We’ll be providing insights in the days and weeks ahead to help you manage and implement everything from data security procedures for employees forced to work from home, to tactics designed to help ensure social distancing and to restrict access to your facilities until the pandemic wanes and life can return to normal.

We believe the key to success at this point is to remain calm and educate employees, tenants and other stakeholders of their role in maintaining health and safety across your properties. This is likely going to be a protracted event that will cause considerable disruption in the coming months. Count on Wincon to be there with you every step of the way.

In the meantime, if you have questions or require assistance, please feel free to contact me directly at winston@wincon-security.com.

Winston Stewart, President and CEO