Crisis management and response training stand as the bedrock of ensuring safety and security for both personnel and clients. Ontario’s security industry, with its diverse array of challenges and responsibilities, demands a meticulous approach to preparedness. Whether you’re a seasoned security guard or an owner of a security service company, honing your crisis management skills is paramount.
Here’s a comprehensive guide to mastering crisis management and response training:
Stay Informed and Updated
Keeping abreast of the latest developments, regulations, and best practices in crisis management is fundamental. Regularly attend training sessions, workshops, and seminars conducted by reputable organizations or industry experts. Additionally, stay connected with relevant industry associations and forums to exchange knowledge and insights with peers.
Develop Comprehensive Emergency Response Plans
Every security service company in Ontario should have detailed emergency response plans tailored to various scenarios, including natural disasters, medical emergencies, fires, and security breaches. Ensure these plans are well-documented, easily accessible, and regularly reviewed and updated to reflect changing circumstances.
Prioritize Communication
Effective communication is the linchpin of successful crisis management. Establish clear lines of communication within your team and with external stakeholders, such as clients, law enforcement agencies, and emergency services. Implement communication protocols and ensure everyone understands their roles and responsibilities during emergencies.
Train and Drill Regularly
Conducting regular training sessions and drills is essential for maintaining readiness and ensuring everyone knows how to respond swiftly and effectively in crisis situations. Simulate various scenarios to test different aspects of your emergency response plans and identify areas for improvement.
Emphasize Situational Awareness
Train security personnel to maintain heightened situational awareness at all times. Encourage them to be vigilant, observant, and proactive in identifying potential threats or unusual activities. Provide guidance on assessing risks and making informed decisions to mitigate them promptly.
Implement Technology Solutions
Leverage technology to enhance crisis management capabilities. Invest in advanced security systems, surveillance cameras, access control systems, and communication devices to bolster security measures and facilitate real-time monitoring and response.
Establish Partnerships and Collaborations
Forge partnerships with emergency services and community organizations to strengthen your crisis management capabilities. Collaborate on training initiatives, share resources, and coordinate response efforts to address larger-scale emergencies effectively.
Foster a Culture of Preparedness
Instill a culture of preparedness and resilience within your organization. Encourage proactive risk assessment, continuous learning, and a willingness to adapt to changing circumstances. Recognize and reward employees who demonstrate exemplary crisis management skills and contributions.
Provide Psychological Support
Recognize the emotional toll that crisis situations can take on security personnel and provide adequate psychological support and counselling services. Equip employees with coping mechanisms and stress management techniques to help them cope with the challenges they may encounter.
Conduct Post-Incident Reviews
After any crisis or emergency situation, conduct thorough post-incident reviews to evaluate the effectiveness of your response efforts and identify lessons learned. Use this feedback to refine your emergency response plans, update training protocols, and enhance overall preparedness for future incidents.
Crisis management and response training are indispensable aspects of the security industry in Ontario. By adhering to best practices, security guards and security service companies can effectively mitigate risks, safeguard assets, and ensure the safety and security of their clients and communities. Continuous improvement and collaboration are key to mastering crisis management in this dynamic and ever-evolving field.
In today’s fast-paced world, the responsibilities that come with managing a commercial property are substantial. One of the most critical challenges that property managers face is being fully prepared for on-site emergencies. At Wincon Security, we understand the importance of having a well-structured emergency preparedness plan in place to ensure the safety of occupants and the preservation of the property. Drawing from our extensive experience with property managers and security services, we have developed a comprehensive guide outlining the key steps to create an effective emergency preparedness plan for your commercial property.
Step 1: Be Prepared to Respond Swiftly
When an emergency strikes, time is of the essence. At Wincon Security, we emphasize the significance of proactive preparation. Implement communication technology that instantly alerts you, first responders, and tenants when an emergency occurs. Keep an updated list of emergency contacts, ensuring quick access to critical services. Your maintenance team should be well-versed in shutting off water, gas, and electricity to prevent further damage. Designate on-site employees to assist tenants with special needs during evacuations. Regularly conduct emergency response drills to ensure your team’s readiness and keep them informed about any procedural changes.
Step 2: Map Out Evacuation Routes Clearly
During emergencies, having clearly marked evacuation routes can make a life-saving difference. Our experts at Wincon Security recommend prominently displaying evacuation maps on each floor, near exits, stairwells, and elevators. These maps should include safety information on avoiding elevators during fires and properly closing doors. Detailed directional information should be placed in hallways to guide occupants effectively. By providing easily accessible information, you can contribute significantly to a successful evacuation.
Step 3: Maintain Crucial Safety Systems
Property managers bear the responsibility of maintaining all building safety systems to ensure they remain in optimal condition and compliant with codes. At Wincon Security, we advocate for routine checks and adjustments by your maintenance teams, supplemented by professional input when necessary. Regularly inspect fire extinguishers, fire sprinklers, emergency lighting, and smoke alarms to guarantee functionality. Perform annual inspections by industry-certified technicians to uphold safety standards. Keep emergency exits unobstructed and update evacuation maps promptly to reflect any layout changes.
Step 4: Keep Tenants Informed and Engaged
While safeguarding the property is essential, prioritizing tenant safety is paramount. At Wincon Security, we recommend fostering open communication with tenants to ensure their well-being. Supply tenants with a comprehensive list of emergency numbers, including your contact details. Include an emergency preparedness packet in tenant move-in materials and update it annually. For multifamily buildings allowing pets, consider distributing Ontario SPCA emergency preparedness decals for windows and doors. In the event of property alterations or changes in emergency procedures, promptly inform tenants to enable effective evacuation.
Step 5: Establish a Reliable Recovery Partnership
Effective emergency planning extends beyond the immediate crisis to post-damage recovery. If you aren’t already collaborating with a disaster restoration company, now is the time to do so. Wincon Security advises partnering with a reputable contractor with 24/7 availability and positive online reviews. Leverage recommendations from other property managers and your insurance carrier to select a full-service, IICRC-certified restoration contractor. Following a personal interview with potential candidates, add the chosen contractor’s contact information to your emergency list.
Trust in Our Expertise
Here at Wincon Security, we recognize the gravity of emergency preparedness for commercial properties. Our commitment to excellence in property management and security services drives us to share our insights for developing robust emergency plans. Drawing from our extensive experience, we encourage property managers to forge strong relationships with emergency responders and seek expert guidance when crafting or enhancing emergency plans. We aim to empower property managers in their pursuit of creating safer and more secure environments for all occupants.
In conclusion, the responsibility of property managers extends far beyond routine tasks. It encompasses the safety and well-being of all occupants, making a well-crafted emergency preparedness plan an absolute necessity. By following our comprehensive guide, property managers can proactively respond to emergencies, safeguard occupants, and minimize property damage. At Wincon Security, we are dedicated to assisting property managers in their journey towards creating secure and resilient commercial properties.
A fire, flood, natural disaster, or an incident involving a disgruntled employee threatening violence. Preparing for an emergency is critical to ensuring the safety and security of employees or residents across your properties. But if that’s the case, why are so few commercial property owners prepared to handle just such an event?
In our experience, fewer than 10 percent of commercial property owners or condominium corporations take proactive steps to develop comprehensive emergency preparedness and disaster response plan (EPDRP). Those that do rarely communicate the plan or conduct drills to ensure that, in the case of an emergency, the action plan is executed properly. To say this is an oversight would be a huge understatement.
It’s critical for organizations to maintain an easily deployed EPDRP to avoid any unnecessary loss of life in the event of an emergency, as well as to mitigate the threat of litigation or penalties for not taking the necessary, reasonable steps to be prepared. Now, you may be wondering—particularly if this is your first time thinking about the topic—how to design an EPDRP. It’s a good question and one that we’re asked whenever we engage a new client.
With that in mind, here are seven steps for designing an emergency action plan that makes sense for your commercial property and assets:
Wincon Security personnel are fully trained to manage on-site emergencies, even when a formal EPDRP hasn’t been drafted.
Assess the risk—This is the critical first step we recommend when developing any EPDRP. Every property is different, and so are the individuals who either work or live there. To fully understand the risk, you’ll first need to understand what could happen in an emergency situation, even unlikely ones. If your building is in a known flood plain or a tornado-prone area, for example, your plan should reflect those potential risks. If yours is a commercial property, assess the risk from the kinds of activities that are conducted on the premises. If you produce chemicals, for example, your risk levels will be far greater than those at a warehouse facility. In addition, do a headcount to determine how many individuals live or work on site. If you’re a condominium corporation responsible for the well-being of thousands of tenants in an ultra-high-rise building (a scenario I discussed in my last post), the complexity of designing an emergency evacuation action plan will be far greater than in a building of fewer than 10 stories.
Ensure full legislative and insurance compliance—Depending on the location of your property, there may be a set of provincially-mandated emergency preparedness rules and regulations that need to be followed in order to ensure full compliance with local legislation and requirements set out by your insurer. Work with your lawyer, HR team and stakeholders such as local fire or police departments to understand your obligations and ensure that your EPDRP not only complies but even exceeds those minimum requirements. The last thing you need in the event of a catastrophic emergency is to face litigation or legislative penalties because you didn’t take the necessary steps to obey relevant laws pertaining to emergency preparedness and evacuation procedures.
Consult with your security firm and appropriate first responders—Again, police, fire, and paramedics are great resources to contact when developing an EPDRP. Whether preparing plans designed to respond to a potentially horrific incident such as a live-shooter scenario at one of your properties, or taking steps to ensure speedy evacuation in the event of a major fire, first responders are obliged to provide information pertaining to legislative requirements and are (at least in my experience) eager to help mitigate risk for property owners, while minimizing the threat of loss of life in an emergency situation.
Of course, your security firm will be another important resource to help develop an EPDRP. Any reputable firm should even be able to offer a templated plan, then assist in customizing it to suit your specific needs.
We often work with clients to prepare a custom emergency action plan just for them.
Train all security staff—This is a critical step. In our case, all Wincon Security personnel are fully trained to manage on-site emergencies, even in cases where a formal EPDRP hasn’t been drafted (we typically work with clients to prepare these plans as part of our onboarding process). Your security team members will usually be your very first responders and will likely be the ones making a call to police, fire or paramedics in the event of an emergency—while also meeting first responders and answering questions when they first arrive on site. Security personnel should be fully trained to handle any emergency incident that could reasonably occur on your property. Remember, every building is different, and its occupant population is unique. An EPDRP must be customized to suit all stakeholders’ needs.
Have a plan to stabilize the situation—So, you have an emergency, your security team helps evacuate the premises and now you have several hundred residents or dozens of employees waiting outside the property for first responders to arrive. Now what? Any comprehensive EPDRP should also have a stabilization plan that includes details on where to shelter accident victims until help arrives on the scene, for example, or a relocation spot in the event of a natural disaster that threatens your property. Simply clearing the building isn’t good enough.
Communicate the plan—Many companies go through the motions of creating an EPDRP, only to let it gather literal or proverbial dust on a shelf or in a hard drive. The only effective plan is the one that your security team, management, staff, and other key stakeholders fully understand. Include an EPDRP briefing in your employee onboarding process, then provide a refresher on the plan at least once a year. We even recommend giving everyone from security staff to rank-and-file employees a brief, basic quiz to ensure they understand key points such as how to exit the building from their workstation.
Practice—Remember those annoying fire drills you used to do in school? Well, it turns out they were a pretty useful tool—and they still are. Be prepared to practice emergency procedures such as having employees or residents evacuate your building, and execute steps laid out in your EPDRP. Drills should be conducted at least twice a year—and at random times—to make sure your people know how to respond if, or when, disaster strikes.
Why you need to prepare a return-to-work security plan now
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 the 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.
“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
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.
Analyze cybersecurity vulnerabilities and requirements in your action plan.
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.
The key to action planning is planning early and often as the situation evolves.
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.
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A new crop of ultra-tall condominiums—many of them mixed-use incorporating retail, hotel and other elements—are sprouting up across Toronto’s downtown core. As they continue to redefine the city’s skyline, property owners and managers are slowly discovering the many challenges that arise when attempting to maintain these soaring communities.
Buildings such as Aura at Yonge and Gerrard (78 stories), 1 Bloor East (currently under construction and planned for 76 stories) and The One (which could top 80 stories upon completion) are the three most-discussed of Toronto’s new ultra-tall condo towers. If recent history offers any lessons, they will likely cost far more to maintain than more traditionally-sized condominiums.
From HVAC systems maintenance to materials costs to ongoing repairs, condominium residents could face hefty bills in the years ahead. If the recent glass problems that have plagued some Toronto condos continue to recur—including falling glass pains and deteriorating window seals—those bills could be particularly expensive to cover, possibly even resulting in costly special assessments being levied on residents.
But condominium corporations tasked with maintaining these mega high-rise skyscrapers should also keep another key consideration in mind: the heightened security costs that come with living in a tower taller than 50 stories.
In many condos, a corporation will enlist the services of a security firm such as ours and request round-the-clock concierge services. That will often require assigning a single guard to patrol key areas, monitor CCTV cameras and assist residents with tasks such as accepting deliveries in the building’s lobby. In larger buildings, the recommendation is typically for two guards to be on duty at any given time—including a patrol guard. While it’s always optimal to have as many security staff on site as possible—the more eyes and ears, the better—this allocation of security resources is usually adequate for a condo building.
But this formula comes into question when dealing with huge towers. There are so many more challenges to manage with a building the size of Aura, for example, that addressing the sheer number of operational issues to secure a building of this size—and housing that many residents—increases virtually exponentially. So, where to begin?
It starts by assessing the building’s potential security vulnerabilities. That means considering everything from weak points where burglars or vandals could enter the property, to identifying key operational considerations that a security team would need to monitor to keep the property safe on an ongoing basis. Once those vulnerabilities are highlighted, any reputable security firm should be able to develop a comprehensive building security strategy that protects residents and helps contain costs related to ongoing building maintenance and protection.
From there, we always recommend assessing risk in four key areas:
Emergency preparedness and evacuation—Evacuating a building with thousands of residents and from dizzying heights is a remarkably complex task. One security guard sitting in a lobby—no matter how experienced and skilled she may be—will not be able to manage the task alone. From that perspective alone, it’s clear that ultra-high-rise properties should have multiple guards on duty at any given time.
Lobby access—Nowadays, condominium residents want security guards who are as focused on their comfort as their security. That means being available to welcome guests, accept packages, in some cases even providing hotel concierge-style services such as restaurant reservation booking. What can’t be forgotten is that a security guard’s primary role is exactly what their job title describes: security. The other duties are operational distractions, albeit ones in high demand. We recommend having multiple guards on duty in a lobby at any given time to ensure safety and security. Remember that with that many residents in a single condo, the number of visitors will be dramatically greater than in a smaller building, thereby increasing the demand on a single guard’s time and attention. For tall, luxury condos, one creative solution to ease the pressure on front-line security staff is to hire a dedicated concierge who only manages the peripheral, time-consuming tasks such as assisting residents with lifestyle-related requests and handling deliveries.
Facility security—Another important reason to adequately staff an ultra-tall condo is the fact that it likely contains multiple shared spaces such as party rooms, fitness facilities, a pool, movie theatre, and more. Every time you add elements such as these to a building, it increases the risk of abuse, damage or other unpleasant issues that security staff need to manage. A single guard will not be able to keep an eye on the front door, ensure that partiers are using the shared facilities appropriately, manage noise complaints, deal with a broken elevator and whatever other matters might arise during their day. Having multiple guards on duty will help ensure that recreational and leisure facilities are kept safe and secure at all times.
General maintenance challenges—That broken elevator that I mentioned in the previous point is only one of the many maintenance-related issues that can occupy the time of a condominium security team. When the building they’re monitoring stands at a height of 60 stories or more, there will inevitably be a more extensive bank of elevators to service, not to mention HVAC, plumbing, a larger garage area and other points around the property where maintenance problems can—and inevitably will—arise. It always makes sense to train security personnel in the basics of operating key equipment such as fire panels, but processes also need to be in place to help them manage maintenance-related emergencies. That’s only possible with adequate staffing to ensure that any on-duty security officer has the ability to inspect and report maintenance issues without delay.
