It goes without saying that 2020 is a year that many of us will be glad to forget, just as we look forward to a socially distanced and happy holiday with loved ones. Indeed, the coronavirus pandemic has challenged everyone from individual Canadians and healthcare professionals to business owners and bureaucrats in ways that we couldn’t have imagined as recently as early March. But the many struggles of the COVID-19 crisis have also reaffirmed our strength and resilience as a country. In the face of adversity, we adapted and managed, even as we continue to mourn the many lives lost and the scores of businesses brought down by the ensuing economic disruption.
The security industry has not been immune to the pandemic’s harsh economic impact. Companies large and small have reeled as affected sectors such as hospitality, travel and retail were forced into shutdown mode or were suddenly required to scale back business in ways that immediately lessened the need for security coverage. But I’m proud to say that through it all, Wincon Security has managed to not only navigate these stormy waters, but thrive.
The reason, of course, is because we’ve built incredible partnerships with our many clients. Their loyalty and support has been pivotal to Wincon’s success for more than 26 years, and in hard times, they’ve remained by our side. We’re grateful for the opportunity to protect their people, property and assets, and we can’t wait to see how we can find new ways to meet their security needs in the years ahead. The push to constantly improve is a core value, one that we embrace and also consider a responsibility that we simply won’t take for granted—it will continue to drive us to deliver even better service to our customers long after this pandemic has passed.
Case in point: We made significant investments to upgrade our technology infrastructure this year, while also working to enhance our employee training and development programs. We believe that delivering effective security solutions is about far more than doing the basics. In most cases, our security personnel are not only frontline representatives of Wincon Security, but also of our clients’ brands—be they retailers, commercial property managers, or any company in between. Their work on-site can significantly impact that brand experience, which is why we constantly strive for new ways to enhance our team’s customer service skills with real-world, situational training.
Of course, helping our customers succeed means staying at the forefront of new technology reshaping our industry. We’ve continued to research the latest in security software and hardware from facial-recognition cameras to advanced biometric systems that could have applications across both commercial and residential properties. That work is ongoing as we enhance our organizational commitment to research and development, which includes enhancing our own back-end technology infrastructure—a critical investment that enabled much of our administrative staff to work remotely during the early stages of the coronavirus pandemic.
However, none of our success would be possible were it not for the tireless dedication, professionalism and hard work of our team members. At the pandemic’s peak, they put themselves in higher-risk public settings to ensure that our clients’ properties and people were kept safe and secure. They neither complained nor refused the challenge. Instead, they made it to work each and every day with an attitude that exemplified the very best that Wincon Security has to offer.
To better protect them, we recently implemented a new Whistleblower Program that provides a mechanism to report everything from sexual harassment to any form of unwelcome behaviour experienced while on the job. We’re committed to providing a safe, welcoming and fruitful workplace experience—and we’ll do whatever it takes to make sure that our company culture isn’t negatively impacted by unacceptable behaviour. Our whistleblower directive to employees is simple: If you see something, say something.
So, as we look back on 2020 and raise a glass with the promise of a better 2021 ahead, I’d like to take the opportunity to wish you and your family a happy holiday and a healthy New Year. While rising COVID-19 case counts remind us that difficult months still lie ahead, vaccines give us hope that a return to normal is on the horizon. This year proved that we can make it to the finish line—safely, securely, together.
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.
When most Canadian students venture off to college or university, on-campus security is one of the last things on their minds. Studying, gaining the skills to build a meaningful career, and developing important social networks and potential future business contacts—not to mention the odd party here are there—tend to top their priority list.
That’s why it’s incumbent on the administrators and managers of post-secondary institutions to take security seriously, even if their students don’t. While most Canadian campuses are remarkably safe, incidents still occur. From a night of drinking gone awry to sexual assaults, students and staff can be particularly vulnerable targets, for a variety of reasons.
There are still many colleges and universities that haven’t embraced a proactive approach to campus security services.
The first has to do with age and inexperience. Most students are relatively young, and many are living away from home for the first time—in some cases in a large, far-away town or city. They don’t necessarily fully understand or address the risks before them. Being ‘street smart’ is a skill learned over time through experience. Second, would-be predators often gravitate towards campuses simply due to the prevalence of potential targets. Security threats abound.
The good news is that most colleges and universities do a good job protecting their students, even if gaps persist. In particular in the #MeToo era, with the increased focus on preventing sexual violence both on-campus and off, we need to do more to ensure that Canadians can live on campuses or attend classes in the safest environment possible.
At Wincon Security, we’ve been providing on-campus security services for the entirety of our 25-year history. Our systems continue to evolve to include the newest and most effective security techniques, while our embrace of technology as an integrated solutions provider has allowed us to introduce cutting-edge equipment to the benefit of our post-secondary partners.
Our campus security services are unmatched in Toronto and the GTA. Call us for a quote!
There are still many colleges and universities, however, that haven’t embraced a proactive, comprehensive approach to security. If yours falls into that category, here are four steps you should take now to better secure your campus:
Set smart policies—Each campus and student body are different, so a one-size-fits-all security approach is bound to fail. Customize your strategy to suit everything from your collegiate culture to geographic realities. If yours is a sprawling campus that hasn’t yet introduced a buddy system where students (or student volunteers) are made available to walk their peers to and from class at nighttime, consider that simple policy change an important and simple first step to improving campus security services. In addition, take the time to review policies for on-campus alcohol consumption—perhaps limiting the duration of sanctioned parties or events, for example—which can be a common cause of security-related challenges. Whatever the tactics that work best in your particular circumstance, save the theoretical discussions for a philosophy class and take action now to develop and implement effective, practical policies that address your school’s unique needs.
Improve on-campus lighting and landscaping—This is a tactic that any commercial or residential property owner can leverage, but it’s one that’s particularly important for universities and colleges. Put simply, dark places overgrown with foliage are the perfect hiding spot for nefarious characters. By trimming hedges back and creating clear sightlines, security professionals have a much better chance of catching bad guys before they can cause harm to students and faculty. While improved LED lighting delivers illuminating security benefits, it also gives an aesthetic boost to a gloomy campus. In other words, it’s a worthwhile investment in a variety of ways.
Leverage technology—From high-tech cameras to advanced biometrics, many colleges and universities have already made significant investments in the latest and greatest security technologies. But more can be done to ensure safety. We’ve seen organizations glean major benefits from the introduction of tools such as facial recognition software to help identify criminals caught on camera after an incident has occurred. We’ve also seen schools tap advanced artificial intelligence algorithms to highlight areas of potential risk. Some schools are even using drones and robots to patrol campuses. All of these tools cost money to introduce, of course, so if they haven’t already, safety-conscious institutions should start budgeting now to upgrade their security infrastructure.
Hire trained staff—Whether your college or university hires and manages its own security staff or outsources the task to a third-party security provider, it’s imperative that security personnel are trained and experienced in the unique aspects of protecting a campus, both inside and outside of its many buildings. Look to hire a security firm with a comprehensive training program and ask about its employee turnover rates. While staff churn is high in the security business, if the firm admits that it turns over most of its staff every year, it can be a sign of mismanagement and could pose business service continuity challenges. In addition, having trained security staff will help bolster a shared culture of safety where students can rest easy knowing that those assigned to ensure their protection not only understand the importance of their role but are equipped to do the job right.
Security tips to help students stay safe while living off-campus
As September and back-to-school season nears, a whole new crop of Ontario students is getting ready to head off to their first year of college or university. As we outline below, most will be overwhelmed (in a good way) as they immerse themselves in academic life, meet new friends, experience new ideas, and for many, adjust to life in a new city or town where they might be living away from home for the first time.
It can be both an exciting and challenging time for young adults, not to mention their anxious parents. As we noted earlier, many of these students will also experience security threats that they haven’t yet faced in their young lives. That’s why it’s so important for post-secondary institutions to educate students on the basics of on-campus security, helping to keep them informed and vigilant while the school takes necessary steps in the background to ensure their safety—everything from maintaining ample campus security patrols to installing advanced keycard and camera systems across campus facilities.
We highly recommend installing a security system to protect any off-campus residence.
Off-campus migration after the first year
But after that first year of on-campus living, many students will relocate off-campus in search of cheaper rent, or because their school simply lacks the space to house its entire student body beyond their frosh year. Whatever the motivation, that move invites new challenges on the security front. The reason, as many who have lived off-campus, will attest, is that affordable accommodation options tend to be lacking when it comes to security. Some rental apartments or houses barely have adequate plumbing, let alone effective security systems.
That’s why it’s so important that students (and potentially parents, who may be helping them acquire off-campus accommodation) look for housing with adequate security features in place. Do the locks on the main entry doorways work? Are the locks on the back-patio doors functional? Is the residence in a decent neighbourhood, tucked away from potentially problematic areas where unsavoury characters might be up to no good? These are all basic, yet important, considerations.
Another is supplemental security infrastructure. We would highly recommend installing a security system to protect any off-campus residence if one isn’t already in place. Residential security systems are relatively inexpensive nowadays and provide peace of mind, assuring residents that if an intruder enters the premises, help will soon be on the way.
Ensure your off-campus security services are modern, effective and approachable.
Living off-campus with friends to help alleviate security concerns
Most students will also look to share a house or an apartment with friends. This is a great idea to help offset costs and can also help bolster their shared security. That can be as simple as splitting the cost of that security system or even developing its own safety protocol. If a roommate isn’t home by a specified time, for example, their housemate(s) can send a quick text to ensure they’re OK. Students living off-campus can also create similar buddy systems to the ones offered on campuses, where security guards will walk students to and from class at night. Roommates (or other friends living off-campus) can pair up when possible to ensure they all make it to and from class safely.
Also, set rules as to who gets to visit the house or apartment. It’s one thing to keep bad guys out of your place, but it’s entirely more challenging to kick them out if they’ve been invited to pay a visit in the first place.
Parents can be part of the off-campus security services team
Of course, parents can also get involved in the process. Just because your kids live far away doesn’t mean you can’t check in from time to time, ensuring your child’s safety with a quick text or message on a preferred messaging platform. It also gives you an excuse to connect with the kids you might already be missing! Yes, empty-nesters, that happens more than you may expect.
Perhaps most importantly, ensuring the safety and security of students living off-campus requires education (and constant reminders). Many of these students are teenagers finding their way into the world. Everything is new and awe-inspiring. They sometimes take risks that are ridiculous in hindsight but make perfect sense at the time. As such, they need to be reminded that vigilance is a 24-hour consideration. Making smart decisions, avoiding dark alleyways and poorly-lit areas, bypassing questionable neighbourhoods and having a charged cell phone on hand at all times are just a few of the many simple, common-sense steps they can deploy at any time. They also happen to be basic lessons they can carry through life.
Living off-campus is a fun experience for anyone who’s had the chance to embrace all that the experience offers. It’s even better if a student can enjoy it without incident in a safe, secure environment.
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It’s not easy being royalty. Just ask the Duke and Duchess of Sussex. When Prince Harry and Meghan Markle announced in January that they’d be stepping back from their royal duties, working towards financial independence and moving to Canada—yes, Canada—the world recoiled at the upheaval shaking the usually staid House of Windsor.
With the royals in crisis over Harry’s snubbing of his monarchical calling—this despite the fact that he’s currently sixth in the line of succession and has no real chance of becoming king—the Queen struck a deal with her grandson that saw him lose several peerages and official titles in return for a life of (relative) freedom in B.C. Then came the next question: who would pay for the Sussexes’ security?
That’s a delicate topic and a political minefield that the British and Canadian governments have been attempting to tiptoe through without causing public uproar. Just last week it was announced that the RCMP would cease providing security to the couple in the coming weeks, the assumption being that they, or the British government, would now be picking up the tab.
One question I’ve been asked of late is an interesting one: What, exactly, does it take to protect a prince? And estimate that Prince Harry’s security could cost in the millions of dollars accurate? While I don’t have any insider knowledge on the topic—and nor should we speculate on the security measures that would be undertaken to protect the Sussexes while in Canada—we can look at the tactics that would be used to protect any VIP or high-net-worth individual whose family could be vulnerable to privacy intrusions or, worse, threats to their safety.
To start that process, a private security firm that specializes in protection for high-profile individuals would be called in to conduct a comprehensive risk assessment. Verifiable threats against the family’s safety would be taken with the utmost seriousness. Security specialists would monitor inbound communications by phone or email, as well as social media activity, for hints of potential criminal threats on the horizon. They would then draft that aforementioned security strategy taking into account those potential risks and implementing tactics to proactively mitigate each one.
As part of that risk assessment, a security team would sweep the VIP’s property (once a suitable one was located, of course) to analyze any and all points of vulnerability—including by air, land and water. They would work to lock down any potential access points (the property could potentially be fenced) and highlight weaknesses. A security detail would patrol the grounds as needed.
Any VIP’s home would undoubtedly be equipped with a very high-tech camera system. This would likely include facial recognition software and would be monitored 24/7 by a security detail stationed somewhere on the property or very nearby. Non-celebrity VIPs might rely on remote monitoring instead. Every window in the home would be equipped with glass break sensors and could even be retrofitted with bullet-proof glass. In the case of the Royals, RCMP or British authorities would determine the necessity of the latter feature based on their initial security assessment.
Inside the home, officials would work to make security measures as inconspicuous and unobtrusive as possible. One common feature of luxury homes for the very wealthy or famous are panic rooms—a space where VIPs can take shelter in the event of a home invasion. The trend nowadays is moving away from dedicated panic rooms to a specific functional room in the house, such as a master bedroom, that can be locked down in an emergency. Whatever the proscribed solution, most VIP families would likely have a reinforced space with full communications—and possibly even a dedicated air supply—that could serve as a mini-fortress in the event of a threat such as a home invasion, an attack or a kidnapping attempt. The likelihood of any of those scenarios playing out is slim, but security officials don’t take chances with the safety of their high-profile charges.
Because very wealthy people tend to jet-set and home-hop on a regular basis, they often have only a relatively short list of property options limited to homes with suitable security infrastructure.
A last point on the cost to protect a VIP couple, especially one as high-profile as Harry and Meghan: Initial estimates that the Sussexes’ annual security expenses are in the high six figures are likely understated. If the couple are engaged in public events while in Canada, the cost for their protection could easily climb to more than $1 million per year. Simply having round-the-clock protection involving multiple security professionals can be extraordinarily expensive, let alone the cost to secure venues at official engagements.
Living the high-net-worth or celebrity life isn’t cheap, especially when you’re two of the most famous faces on the planet. Who foots the bill for Harry and Meghan’s security while in Canada remains uncertain, but let’s all hope the Queen is picking up part of the tab—this one could get expensive.
Millions of Canadians took to the streets this past week in a ‘strike’ to protest and raise awareness around climate change. Some retailers—in particular those espousing environmentally-conscious values and business models—even closed their stores for a day in support. It’s reasonable to assume that at least a handful of those placard-carrying, green-minded citizens are concerned about the spillover security implications of warming temperatures and rising waters, such as the mass migration of people due to extreme weather events. What they probably don’t realize is just how close to home those impacts could be. It’s a cautionary note that commercial property owners and managers would be wise to heed, as well.
Because climate change is a concern for everyone, even those in the business community whose organizations are unlikely to be directly impacted by the planet’s fast-changing weather patterns.
Consider the torrential downpour last year that inundated much of Toronto’s downtown core. The deluge was so swift that two men became trapped in a basement elevator at their workplace.
Water flooded into the basement after they boarded the lift (which, unbeknownst to them, was out of service) and quickly rose to more than six feet. The men had only minutes to spare before the water level in the elevator cleared their heads. They were soon rescued by police who swam to the basement and used a crowbar to pry open a passage large enough for them to escape. No one was seriously injured in the incident.
It’s not every day that someone almost drowns in an elevator.
Extreme weather events are the new norm
While this was an unusually dire situation—it’s not every day that someone almost drowns in an elevator—Canadians should be prepared to manage the side effects of increasingly severe weather. In fact, political leaders are already beginning to prepare us for the potential challenges that lie ahead. As Prime Minister Justin Trudeau noted in a speech earlier this year after major flooding ravaged parts of Quebec:
“ … with climate change, we’re going to see more and more of these extreme weather events more regularly. It means we have to think about adaptation, mitigation and how we’re going to move forward together.”
That means we can expect more intense rain, snow, wind and ice than ever before. In his comments, the PM was merely echoing the findings of Canada’s Changing Climate Reportreleased earlier this year. It issued several dire warnings, including that:
“A warmer climate will intensify some weather extremes in the future. Extreme hot temperatures will become more frequent and more intense. This will increase the severity of heatwaves, and contribute to increased drought and wildfire risks. While inland flooding results from multiple factors, more intense rainfalls will increase urban flood risks. It is uncertain how warmer temperatures and smaller snowpacks will combine to affect the frequency and magnitude of snowmelt-related flooding.”
Develop your emergency action plan with us today.
Climate change-related risks and security challenges
Unpredictable weather creates a variety of risks, legal liabilities and security exposures for organizations. While not all will be life-threatening, many will apply pressure to already strained balance sheets. Indeed, some of those risks will be more benign, yet no less costly or disruptive to manage.
We’re aware of companies that have watched helplessly as large amounts of inventory or critical IT infrastructure such as computer servers, became submerged underwater in a matter of minutes as a result of historically heavy rainfalls. The ensuing business interruption cost them time, money and, in some cases, even goodwill with customers as they scrambled to recover data or deliver goods and services as promised. Others have seen their offices or manufacturing facilities damaged by high winds.
While not a realistic concern in the Greater Toronto Area, extreme heat can spark infernos that can impair regular commerce—think of the fires that raged across the Prairies in recent summers, prompting widespread evacuations in cities such as Fort McMurray.
Adapting and taking a security-first approach is the only way to mitigate climate change threats.
Security’s role in addressing climate-related incidents
At some point during any climate-related incident, your security team will likely be called upon to help manage the situation. That could be to protect a damaged facility as it awaits repair and to ensure that no one enters the premises if conditions are unsafe, or to help muster employees if the issue happens to be particularly dangerous and relocation to a secure site becomes necessary. This is precisely why organizations need to be equipped with effective emergency and preparedness disaster response plans.
Perhaps most importantly, they need to work with their internal security teams or third-party security providers to conduct a comprehensive assessment that analyzes absolutely every potential weather-related risk exposure. Doing so will not only help protect your bottom line and mitigate the threat of lawsuits or brand damage for a botched incident response, but could also save lives.
Employees must be trained to respond to an emergency, particularly if your business happens to be situated in an area prone to major weather events. And if not, you still need to be ready to adapt as climate patterns continue to shift. Even a seemingly pleasant heatwave—while great for patio and beach season—can put a damper on everything from morale to productivity if it’s particularly intense or sustained. Skyrocketing temperatures can quickly produce health-related challenges (think sunstroke or heat exhaustion) to which your security team might be the first to respond.
In doing so, they need to be ready to act. In fact, we all do, because climate change is an unfortunate fact of life that we’ll need to manage in the years ahead. It’s only by adapting—and taking a security-first approach—that we can proactively mitigate its many risks.
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When news broke recently that the Swedish Data Protection Authority fined a local municipality more than USD $20,000 for privacy violations, it marked the emergence of a potential new front in the struggle to balance privacy rights and security requirements.
Under the European Union’s General Data Protection Regulation (GDPR)—sweeping legislation that governs everything from website tracking to data collection practices across the 28-member European Union and European Economic Area—the use of data gathered with the help of facial recognition and biometric software is restricted and tightly controlled by. Apparently, a school board in Sweden didn’t get the memo and used facial recognition software to track high school student attendance over a three-week trial period intended to test out new technology.
The school board saw the tracking software as a more efficient use of teachers’ classroom time. According to media reports, attendance-conscious educators had apparently been devoting about 17,000 hours a year to keeping tabs on their pupils. The SDPA saw the matter differently and issued a significant fine, a first for Sweden.
Prepare to customize your strategy and invest in security components that will mitigate risk and advance your organizations strategic goals.
Tech as a cyber security tool, but to what end?
The European Union has taken the lead in legislating to secure privacy rights and protect citizens, just as authorities in other regions have turned to cutting-edge new technology designed to enhance protection measures for the general public. In the wake of recent shootings in Toronto, for example, the city’s community housing agency has announced plans to increase video surveillance in at-risk neighbourhoods, all to help deter crime and aid police enforcement efforts. In the United Kingdom, cities such as London have long relied on street-level surveillance to maintain safety. The U.S. government has been using biometric technology, including the fingerprinting of foreign visitors, at border crossings for years.
The challenge that arises, of course, is when governments abuse these tools. China has faced widespread criticism for its use of facial recognition and data collection programs in its western provinces to track the local Uyghur community. In other parts of the country, Beijing actively uses technology to help silence or monitor anti-government voices. Many liken the tactics to an Orwellian invasion of privacy, an effort to enforce government-sanctioned values on an unassuming populace.
If a school board in Sweden uses facial recognition technology to track students, some argue, it’s not far-fetched to expect a more widespread application of that software across society. In the hands of a trusted few, there isn’t much concern. But what happens if those individuals can no longer be trusted?
Does your cyber security strategy violate rules? Consult with us to learn more.
Legal systems adapting to new technology
The reality is the use of technology as a protective tool is hardly novel and, in most cases, isn’t nearly as sinister as some may contend. The big question, as with the example from Sweden, is to what degree governments will tolerate its use. Authorities in Canada are beginning to weigh in on the safety and security vs. privacy debate.
In Ontario, for example, a labour arbitrator recently ruled in Teamsters Local Union No. 230 v Innocon Inc., that a concrete delivery company (Innocon) had the right to install cameras in its trucks to help improve driver safety and highlight potential driver misconduct by recording a driver’s actions, but only in the event that the vehicle swerved unexpectedly or took some form of evasive action that could indicate erroneous or erratic driving. In the arbitrator’s view, some level of in-cab monitoring was justified because an employer’s business interests can supersede an employee’s right to privacy under specific circumstances.
Cyber security strategies for business
Business owners should be aware that at any point, our legal landscape could shift and new laws could limit the use of biometric or facial technology when used in public spaces or workplaces. But I predict that governments will take a measured approach to balance privacy and security concerns. It’s likely that we will see a tightening of privacy restrictions in Ontario and across Canada at some point. In the meantime, however, your focus should be on assessing your organization’s security vulnerabilities and taking an integrated approach to protecting your people and assets.
That means reviewing the plethora of tech tools available on the market and deciding which ones make sense for your organization based on its operational needs. Facial recognition technology may make sense for a retailer with several busy locations, for example, but could provide little benefit to a software development firm with much simpler security needs. Be prepared to customize your strategy and invest in security components that will make a decided impact in helping mitigate risk and advancing your organization’s strategic goals (e.g., not being robbed, having your data held hostage, or seeing your commercial property or workplace invaded).
But first, take the time to understand your jurisdiction’s privacy laws. Make sure your security strategy doesn’t violate any rules when the time comes to implement cutting-edge—yet potentially controversial—security technology.
The new BOMA report offers cyber security advice for commercial property owners
We not only live in a world addicted to data, but one that often ignores cyber security.
From our smartphones to the digital personal assistants (Siri, Alexa) that have been marketed as tools to free our time for leisurely pursuits—the jury’s still very much out on whether they’re helping most of us achieve that goal—an increasing number of interactions in our daily lives involve internet-connected digital devices that track human behaviour. Most of this data is benign and has little application outside of the marketing world. When I mention visiting a destination on a social media account, for example, I suddenly find ads for that destination in my news feed. It’s annoying, maybe, but not necessarily a major breach of privacy.
Now, what happens when smart devices start tracking and collecting information across the commercial property?
… attackers are becoming more persistent and patient, whether to gain ransom or cause other damages …
BOMA Canada
Connected commercial properties
No need to wonder because that’s likely already happening in a building you occupy, and perhaps the one you’re sitting in right now. Everything from your building’s door card readers and fire alarm panels to its HVAC system, surveillance cameras, and thermostats could well be connected to the Internet. The potential for efficiencies, cost savings, and property performance improvements are almost too numerous to summarize in a single article. But so, too, are the cyber security risks.
While security firms such as ours still guard against so-called traditional thieves—thieves who break into a facility intent on stealing merchandise or equipment, or engaging in vandalism, for example—Wincon Security has evolved into an integrated solutions provider in recent years precisely because an equal and fast-growing risk exists in the online realm. Sophisticated malfeasants, many of whom are connected to overseas organized crime rings, are looking for easy targets. That means organizations or commercial property owners reluctant or unwilling to invest in a holistic, digitally-focused security strategy to protect their assets are gravely exposed.
Why wait-and-see never works
Unfortunately, many organizations take a cross-your-fingers approach to security, betting that they’re too small or their data is too invaluable to draw the attention of cyber thieves. That is until they’re hit. Then most are left scrambling trying to restore systems or pay ransoms to recover data and rebuild their businesses after an online attack.
Ensure your security personnel is well trained in mitigating cyber threats as they are standing guard. Consult with Wincon today to learn more.
So great is the threat that BOMA Canada recently published a Cyber Wellness Guide for commercial property owners. In it, the organization notes:
The IIoT (Industrial Internet of Things) currently in the market is geared towards user value and hasn’t necessarily been looked at from a thorough cyber security perspective. That increases the onus on building managers to have a robust plan to prevent and deal with cyber issues.
In addition to the expanding network of smart devices, attackers are also becoming more persistent and patient, whether it is to gain ransom from you or to cause other damage. In addition to local hackers who may use phishing attacks or ransomware to cause potential damage, there are international threats too as proximity does not matter when dealing with cyber risks, and no sector is immune.
Indeed, it’s not alarmist to assume that a hacker could breach your building’s cyber defences (assuming they’re in place, which isn’t always a given), steal data, and even coordinate with thieves to break into your facility. If your organization happens to deal in high-value or sensitive materials, this is of particular concern. So, what’s a property owner or manager to do?
Be proactive to bolster cyber security
As the BOMA report notes, it all starts with preparation. Having tools such as firewalls, anti-virus software or endpoint security on laptops and other vulnerable devices in place is crucial. Huge advancements are also being made with artificial intelligence technology to detect breaches long before they become obvious or increase risk. Of course, staff training is another important consideration—and that includes making sure that security personnel is as well trained in mitigating cyber threats as they are in monitoring traditional causes of building vulnerability or standing on guard to prevent incidents such as physical break-ins.
Having a significant security budget in place is another important consideration that many property owners overlook—particularly if they’re prone to trying to look for ways to maximize profitability at the expense of all other considerations. That budget should include line items for both physical and cyber security measures. From there your team will need a cyber security plan that can be implemented at a moment’s notice if a data breach occurs. The plan should be customized to your specific needs and be comprehensive enough to address a range of possible scenarios.
Most importantly, be sure to work with a security provider who understands the risks involved as the IIoT becomes ubiquitous, cyber threats increase and the need for solutions integration becomes more important than ever. Because the last thing any busy commercial property owner should waste time fretting over is whether a hacker in some far-flung locale is preparing to compromise the security of their data or their facility.
A long weekend of shootings that saw 17 people injured in 14 separate incidents over the recent civic holiday sent chills across our city. Even Toronto Police Service Chief Mark Saunders was quick to acknowledge both the unusually high wounded toll, the sheer number of security-related incidents and the brazenness with which the alleged assailants acted.
Residents wonder when it will all end, and how to stay safe in the meantime.
Three suspects have since been arrested in connection with several of the shootings. Saunders told reporters that additional resources would be deployed “in specific places that we think will help deter and reduce the gun violence that’s occurring in the city right now.”
Gun crime on the rise
What we need to keep in perspective—as was the case after the van attack in North York last year that saw 10 people killed when a disturbed young man ran down people at random on Yonge Street—is that Toronto is still a remarkably safe city. Our crime rate is low and the threat of becoming a victim of violent crime is scant.
Still, gun violence has been on the rise in recent years and that requires a certain level of vigilance, particularly in vulnerable or lower-income areas where gangs and other troublesome actors tend to spend most of their time.
According to police statistics, Toronto experienced two and a half times more shootings in 2018 than 2014—a shocking increase that should give us all pause.
Why has it taken a rise in gun crime and the death of a child to empower a public agency to protect its residents?
New security measures
One of the recent deaths—that of a 16-year-old—came in a Toronto Community Housing (TCH) complex in the city’s north end. According to a CBC report, that prompted a promise for action on the part of the housing agency:
“… TCH chief executive officer Kevin Marshman [promised] to do more to address what some residents have decried as a woeful lack of security at their buildings.
Starting in September, said Marshman, full-time security officers will be stationed in the Jane and Fallstaff community. Also coming, he said, is enhanced lighting around the buildings and cameras on the roadways coming in and out of the complex that can capture license plates.
Marshman added that TCH also hopes to conduct a community safety audit — a joint effort with police and residents to physically walk around the properties to identify gaps in security and what needs to be done to make things safer.”
While we can all applaud TCH’s commitment to taking action, a bigger question remains unanswered: Why weren’t these measures implemented years ago? Why has it taken a rise in gun crime and the death of a child to empower a public agency to protect its residents?
A trend towards enhanced security
That question may never be fully answered, but Marshman’s statements are likely indicative of a new trend that we will—and likely should—see emerging across our city: a stronger security presence, particularly in vulnerable communities.
Increased safety will require private security partners.
We need more foot patrols to protect private and public spaces, and in many cases that will require the involvement of private security partners given the already stretched resources of the Toronto Police Service. It will likely mean more camera surveillance using artificial intelligence and facial recognition software to recognize bad actors before or after they commit crimes. We need better lighting to protect paths and parks, and greater community cooperation similar to the walk-safe programs that university campuses have implemented and maintained for years with widespread success.
In the wake of the recent spate of violence, many of Canada’s mayors are calling for either an all-out handgun ban or stronger restrictions on handgun ownership—a move that many chiefs of police across the country also support. This would undoubtedly help address the issue, but it may not be enough. As police budgets are cut in many jurisdictions, those crucial eyes and ears on the ground are lost. Again, this is where private security firms and technology can help fill the gap. But employing their services requires an increased budgetary spend and a willingness to stand behind important policy changes.
Will our leaders at the federal, provincial and municipal levels heed the call? Or will they make relatively tiny security commitments that seem meaningful, but fail to create a long-term impact in our communities?
Balancing security with civil liberties will be a challenge
In the end, we want to keep our city free and comfortable and avoid it taking on the feel of a surveillance state. But we also want to ensure that all Torontonians feel safe to go about their business. Exactly how we accomplish the goal remains to be seen, but we can rest assured that it will take creative, innovative thinking to curb the latest ‘summer of the gun’ and restore a greater sense of safety and security to Canada’s largest city.
Odds are that when most of us look for space in a commercial office tower or a unit in a condominium, little thought goes to the functionality of the building’s elevators. In fact, there’s a good chance that we don’t even think about these fast-moving pieces of infrastructure unless we have a specific, pre-existing interest in lift operations.
It may be time to start paying attention.
As more high-rise buildings are constructed across the Greater Toronto Area—some soaring to dizzying heights of 80 stories or more—as well as in major urban centres across the country, operational challenges are becoming a more pressing concern for owners and managers of commercial and residential properties. Specifically, a flurry of recent media headlines has focused on residents left stranded when an apartment or condominium building’s entire elevator bank goes out of operation at once. Others have pointed to elevator issues in office towers where, in some cases, tenants have been unable to access their offices despite the significant bottom-line business consequences.
Few infrastructure-related issues generate more angst, arguments and animosity than elevator functionality.
A condo challenge for mobility-impaired tenants
Other, more damaging, headlines highlight the plight of vulnerable groups of residents such as the disabled and seniors, who wind up stranded in their apartments when lifts are taken out of operation. Not only is this a massive inconvenience, it puts lives at risk when individuals with mobility or cognitive issues are unable to exit buildings in the event of a major emergency such as a fire. In other cases, such as a medical emergency, accessing those same individuals can cost precious minutes and quickly become a matter of life and death. For property owners and managers, this kind of news is not only bad for a property’s brand—negatively impacting tenant attraction and retention, and potentially even rental prices—but also represents a major liability threat.
The obvious solution is to work with a reputable elevator supplier and install only the best possible equipment, then be sure to maintain it on a regular schedule; maintenance must also be coordinated to ensure that all of a building’s elevators aren’t out of service at the same time. But far less obvious is the need to look at elevator operation as a security issue, thereby underscoring its importance.
Commercial and condo elevator security should not be overlooked.
As we see in so many residential and commercial engagements, few infrastructure-related issues generate more angst, arguments, and animosity than those related to elevator functionality. We’ve literally seen fistfights break out over access to lifts when one or more are down, particularly when an elevator is put on service for moving purposes. These problems tend to be exacerbated in older buildings that have only two elevators—newer builds tend to have at least three elevators, two for passengers and one for both passenger and service use.
Looking at elevator performance through a security lens
Our recommendation is to work with your security team—whether outsourced or in-house—to develop a strategy to proactively manage elevator challenges before they arise. For example, if you know that an elevator is due for maintenance, work with your elevator service provider to schedule that servicing well before it turns into a crisis need. Collaborate with both building maintenance and security to determine times that are best suited to conducting maintenance, such as when traffic levels aren’t at their peak and when tenants aren’t attempting to move items into or out of the building. Then be prepared to revise that plan to address ongoing changes to everything from the building’s tenant composition to operational circumstances.
With more lifts than ever being installed in Toronto, don’t treat this as an afterthought.
Next, train your guards to understand those procedures and how to implement them at a moment’s notice. That should include arming them with effective communications tools—everything from lobby signage and tenant email addresses, to talking points—designed to keep key stakeholders informed and up-to-date on the status of elevator issues and, most importantly, a timeline explaining when they’ll likely be resolved. One of the most important aspects of that training is enhancing guards’ focus on customer service. Security staff will need to understand how to defuse tenant tensions by showing empathy, while also clearly explaining the plan to address the issue at hand.
Security training is essential
Last, but definitely not least, guards should be trained in the basic operation of necessary control panels and have direct access to your elevator maintenance service provider. All too often, repairs are delayed because managers or guards simply don’t know who to call. That’s an inexcusable oversight that’s easily remedied by preparing an emergency contact list (stored digitally and in hard copy format at a concierge desk or security office) with email addresses and phone numbers for mission-critical service providers.
At a time when sustainable urban planning guidelines are calling for our cities to be built up rather than out, and with more lifts being installed now than at any time in Toronto’s history, treating this key piece of infrastructure as an afterthought is no longer an option. For commercial and residential property owners and managers, the smooth elevator operation stakes are just too high to ignore.
CONSULT WITH US ABOUT YOUR ELEVATOR & SECURITY NEEDS
For risk-averse commercial property owners, managers, and condominium managers—not to mention any company that has employees—unaware of the general duty clause contained in Ontario’s Occupational Health and Safety Act (OHSA), now is the time to get educated.
The principle behind the clause is simple. The Act states that employers must “take every precaution reasonable for the protection of a worker …” The measure is intended to ensure that organizations don’t cut corners to lower costs in areas such as workplace safety, thereby putting individuals at risk of injury—or worse.
But an Ontario Court of Appeal decision in Ontario (Labour) v. Quinton Steel (Wellington) Limited, 2017, greatly broadened that concept and should give property owners and managers pause. Now, basic compliance with the Act is likely no longer enough to satisfy the general duty test—a development that vastly increases prosecution exposures. It forces employers to analyze risk at all levels and take enhanced precautions that could far exceed legislated minimums.
Avoid fighting a liability case in court with our expert security solutions assessment.
Workplace liability exposures on the rise
In the Quinton Steel case, an employee died after falling from a two-metre platform. The welder who fell was not required to tie off at that height, nor did OHSA standards deem it necessary to install a guardrail across the platform on which he was working. A lower court dismissed charges against the firm until an Appeal Court judge overturned that earlier decision.
In his ruling, the Appeal Court judge explained:
“… Prescriptive certainty is not required in the context of regulatory offenses such as s. 25(2)(h) [of the OHSA]. That section establishes a standard, rather than a rule, the requirements of which are tailored to suit particular circumstances. Employers must take every precaution reasonable in the circumstances in order to protect workers. Reasonableness is a well-known legal concept that is interpreted and applied in a wide variety of legal contexts. Its use in s 25(2)(h) does not give rise to intolerable uncertainty.
“It may not be possible for all risk to be eliminated from a workplace … but it does not follow that employers need do only as little as is specifically prescribed in the regulations. There may be cases in which more is required – in which additional safety precautions tailored to fit the distinctive nature of a workplace are reasonably required … in order to protect workers.”
In other words, even though the employer didn’t have to use a guard rail or require its employees to tie off at the height from which the welder fell, the judge’s ruling indicates that management should have identified the risks and acted above and beyond those minimal legislative requirements.
This means that as a commercial property owner or manager, anyone working on or around your commercial property is effectively the liability of your organization; their safety in the workplace is of the utmost importance and cannot be ignored. In 2017, the government boosted OHSA non-compliance fines to $100,000 from $25,000 for an individual or unincorporated business, and to $1.5 million from $500,000 for corporations—further underscoring organizations’ impetus to comply.
Virtual monitoring and HD surveillance cameras can combat workplace liability.
Leveraging expert security solutions to mitigate legal risk
As you read this you may be wondering: why is a security agency working to educate its readers about a relatively obscure, albeit highly significant, legal consideration? Because your organization’s security team—whether staffed by in-house employees or outsourced to a company such as Wincon Security—can be the first line of defense in highlighting potential risk exposures.
The first step in our comprehensive client onboarding process, for example, involves a thorough property risk assessment. It isn’t simply meant to highlight potential security issues such as outdated camera systems or inadequate card access technology. It’s also intended to alert property owners and managers to other challenges that could result in fines or lawsuits. Our guards are not only trained to be on the lookout for potential risk areas during that initial assessment but throughout the entirety of our client engagements.
Adequate security training is crucial
In many cases our team will recommend one of our integrated solutions such as HD surveillance cameras, not only to monitor a property but to also provide a record of events should an incident occur that could lead to litigation. At the same time, our guards prepare daily reports (in addition to specific incident reports) designed to proactively flag risk areas. Let’s say you have contractors renovating your property and our guards see them acting unsafely, perhaps ignoring safety procedures such as tying off at heights or engaging in any other form of unsafe conduct. They won’t hesitate to bring the issue to a supervisor’s attention, who will then follow our incident response process and put it firmly on your risk-mitigation radar.
Because the courts have made it clear that organizations need to take every reasonable precaution—and then some—to prevent accidents and assume that risks may exist virtually everywhere, our clients need all hands on deck to mitigate the threat of prosecution. Expert security solutions like ours can fulfill that role, but it’s incumbent on property owners to ensure they choose the right firm to protect their interests. Not every security provider has the training processes in place to ensure their people go above and beyond the call of duty.
Take the time to vet several expert security solution companies and choose wisely. Doing so could save you time and stress—and enormous amounts of money—fighting a case in court if an accident occurs on the premises of your commercial property, retail outlet, or condominium.
Hire a security solutions company that takes a customized approach
One of the most interesting aspects of running a commercial property security business is being able to work with clients that have previously engaged with other firms in our industry. Maybe this applies to your company.
What we’ve found is that many of our competitors deliver security plans that are generic, non-specific, and inadequate. Why? Because many firms use templated action plans that can be standardized and rolled out time and again, no matter the client. While this helps maximize the efficiency and profitability of the security firm, what I would call the McDonalds-ization of commercial property protection offers few benefits to clients.
No two commercial properties—be it retail, commercial, condominium, office, or industrial building—are the same. They all have unique needs that require customized, expert security solutions that address your short- and long-term needs and goals. If not, your assets will remain vulnerable and an ideal target for the bad guys who might look to vandalize or break into your space.
Your security plan may be right for today but can it scale with your business as it grows and changes?
And make no mistake, professional criminals know the security firms that are more diligent and detailed as compared to those that are not. They tend to prey on the latter and design their plans accordingly.
As a commercial property owner or manager, look for a security company that comes to the table with a tailored strategy suited to your needs—not someone else’s. With that in mind, here are four important questions to ask when engaging with a security firm and evaluating their proposed security program:
Does it reflect your distinct requirements?—Before signing on with a security firm, sit down with your staff and determine what you think is your organization’s commercial property security needs. Perhaps you store hazardous chemicals at your facility, for example, or operate on a 24-hour basis meaning you require round-the-clock protection. Whatever the case, it helps to have at least a basic understanding of your unique security needs. When engaging with a firm, make sure they ask those same questions. Again, many will offer a generic plan, but only a thorough security risk assessment can define the ideal approach for protecting your property. If your security provider isn’t willing to take that step, be prepared to look elsewhere for help.
Does it integrate technology solutions?—This is a very important consideration at a time when everything from high-resolution cameras to drones and robot security guards are revolutionizing our industry. Any coherent commercial property security proposal should include a relevant security component when applicable. That could be something as simple as the use of electronic checkpoints to track guards’ movements or as complex as a complete integration of security systems across your IT infrastructure for ease in monitoring properties. Such considerations are no longer the domain of large, deep-pocketed security companies. They’re a pre-requisite for doing business in our industry, and a key element that you should expect to see in any security plan.
Can your security company build a customized approach to suit you at all levels?
Is it priced right?—Price points vary greatly across the commercial property security industry in Canada. As in any sector, larger, reputable firms will generally charge more than their smaller competitors. But that isn’t always the case. Sometimes industry behemoths will look to undercut their tiny rivals by offering security services at near break-even rates, particularly when they have other, highly profitable products and services to up-sell. As is the golden rule when buying any service, you only get what you pay for. Be just as wary of providers who undercharge as those who try to gouge clients based on perceived brand reputation and industry clout. Look for providers willing to work within your budget and establish a tiered rate card based on your individual property needs.
Does it scale?—The plan may be appropriate for today, but what happens when your facility-protection needs change, or you add more properties to your commercial portfolio? Can that security provider adjust its strategy to address those changing needs? Be mindful of how the security agency is managed, and particularly whether management is organized and willing to grow its business alongside yours.
It’s only once you have the answers to these critical questions that you can choose the security company best suited to protect your commercial property assets. And from someone with 25 years of experience in the industry, believe me when I say that it’s well worth taking ample time to come to the right decision.
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Retailers are always enamored over the holidays—malls and streets jammed with eager shoppers, cash registers ringing (or the similarly lucrative sounds of electronic sales racking up) and merchandise flying off shelves before Santa’s arrival. What’s not to love?
The lump of coal in most retailers’ stockings is the inevitable occurrence of shoplifting, which tends to spike during the festive season. Each year organizations go to great lengths to minimize shrinkage through everything from hiring extra theft-prevention staff to installing high-tech monitoring tools. High-definition cameras, the presence of trained security personnel, adding signage to deter would-be thieves and understanding your clientele—and who doesn’t fit in, while resisting the temptation to profile potential malfeasants—are all practical tactics to help mitigate the financial impact of the more than $3 billion in retail shrinkage that affects Canadian organizations each year.
But there are two largely overlooked—some might say unexpected—areas where our team begins any conversation around curbing retail theft: employee engagement and customer service.
A counterintuitive strategy
At Wincon Security, we help retailers develop comprehensive theft-mitigation strategies that include the tools mentioned above—and far more—when we develop a customized anti-theft checklist suited to your organization’s specific needs. But we also ask several business-focused questions that take that discussion to another level. The first centres around metrics such as employee turnover.
Why? Because it’s one indicator of lackluster engagement. The more workers that abandon their employer at a high frequency, the likelier they are to engage in criminal behaviour such as stealing merchandise. Despite what most retailers believe, internal shrinkage is an even greater risk than external theft. Even though many stores will inspect employee bags before leaving the premises, the fact is that employees determined to remove goods from a store can usually do so with relative ease. Yes, surveillance helps, but only to confirm when a theft has occurred.
Prevention requires a much more proactive approach.
Retail Security & Loss Prevention During the Holidays
Think culture first
We advise retailers to focus on building stronger relationships with their workers, including part-time holiday staff, and consider implementing employee-friendly measures. That can range from bumping pay rates to slightly above industry standard and improving training programs, to simple tactics such as offering recognition for a job well done or throwing team-building events. The goal is to give employees a sense of ownership and to tie them closer to the organization. Happy employees are far less likely to lift merchandise than their disgruntled colleagues.
Taking service to the next level
When it comes to providing better customer service, many organizations think that means training staff to approach all customers once they enter a store, asking them if they need help and then keeping an eye open for suspicious behaviour. These are all perfectly appropriate techniques that do help minimize theft. But retailers—particularly those catering to luxury clientele—need to do more. They need to provide great service.
That means engaging with customers, determining their needs, being present when they try on clothing or as they test merchandise, guiding them through the purchase cycle with information about the good or service on which they’re considering spending their hard-earned dollars, and making them feel truly special. Deepening that engagement, perhaps by offering to enter customers into your store’s database to provide better service in the future, or to help keep them up-to-date on new promotions, sends a message that your relationship is more than transactional. It’s about working together to satisfy their unique retail needs over the long haul.
On the security front, providing high-touch service sends another message: we’re on the lookout for potential thieves and we will catch those who try to leave our store without paying for merchandise. It also shifts the focus from providing what some might consider being harassing service—when a salesperson follows you around the store and won’t allow you to browse in peace—to adding value by helping them achieve their shopping goals. That could mean presenting them with interesting alternative options, such as a different style garment or a different model of electronic device, for example.
Now, you may be wondering why a security firm is providing advice on the HR and sales front. Because smart, forward-thinking security requires a holistic perspective. We’re happy to sell retailers our integrated security services, but we know through both empirical data and experience that they’re far more effective when our clients take a 360-degree view of their security needs.
Doing it the right way means looking beyond the obvious, and finding positive ways to thwart would-be thieves.
