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Training We are acutely aware of the significance that a comprehensive and well rounded training program plays in the overall service provided by ASE. Accordingly we have drawn on not only our collective security experience but, the advice and recommendations of various military and law enforcement personnel, members of the hospitality industry and national property management companies within our portfolio. This experience has resulted in not only a diverse training program but a realization, that within the contract security guard industry, that individual interaction and training results in greater retention and a higher level of service. It is Aeropoint’s experience that providing a security officer a “canned” training program and merit badge for passing a computerized test does not correlate to superior performance. Outlined below you will find a brief synopsis of our training methods. A form of training or assessment of basic literacy skills begins during out initial screening process. All applicants are required to come into our office and fill out an application in the presence our HR department to ensure writing skills are adequate and there is not someone other than the applicant filling it out in writing our via the internet for them. Immediately following they are interviewed to determine any language barriers or deficiencies that may prohibit them from being hired. Once they have advanced to the next step, an interview with our operations department, observation skills and computer literacy are reviewed. These observations allow us to determine if the candidate is able to accept instruction, follow direction and retain information. Successful candidates are then required to attend our introduction to security and concierge services training course. These classes (syllabus included) are held in our corporate office and are conducted by our HR Director in small open classroom setting. Class sizes never exceed five (5) candidates and are conducted with continuous Q&A and interaction throughout. It is our belief and experience that this open dialogue allows us to determine communication skills, proper eye contact, confidence in themselves as well as a myriad of other social interaction skills required to represent ASE. Our experience shows us that this small classroom setting provides greater retention of information, as opposed to an independent and isolated web based training program in which canned material is read and retuned for one-time approval. After successfully passing our classroom training course each employee is assigned to a facility in which they receive a minimum of 16-24 hrs of non-billable OJT, and most cases 24 hrs of non-billable OJT, prior to working a shift alone. This training is conducted with personnel familiar with the full gambit of policies and procedures for that particular facility. While conducting this training a site specific and comprehensive training checklist is utilized and as each mutually agreed procedure is retained there is a signature acknowledging the same. This continues throughout the 16-24 hrs of OJT resulting in two to three acknowledgements that there is a complete understating of the responsibilities related to this assignment. This presents another example of the importance and true value added service our Quality Control Supervisors provide. During the first two shifts in which a new assignee is to work independently a member of our QCS Staff will arrive on site with a site specific training checklist and will ask the new assignee to reverse roles and exhibit enough institutional knowledge to “train” the QCS. In doing so we are able to allow the security officer to exhibit a true sense of retention and allow us an opportunity to correct or review procedures that appear to be unclear. Additionally, new assignees are inspected at a minimum of the first ten (1) shifts they are assigned providing continuous opportunity to ask additional questions pertaining to their assignment. Our research and experience has shown that the key to retention and training is to recognize it is an on-going career filled experience that requires continuous review and testing. In that regard, all security officers are required to take and pass a monthly site exam which is administered via our QCS Managers (QCS Managers also randomly test employees between monthly cycles for additional audit validity). In addition, quarterly reviews of evacuation and disaster preparedness policies are reviewed by our management staff with all assigned. We utilize a myriad of training materials and techniques to provide the most knowledgeable team in the industry. We recognize that security basics and fundamentals are essential; however, the necessity to be able to handle those tasks in a “customer service first mindset” is critical to our clients. One of the most basic elements of customer service is demeanor, simply asking people to be approachable and SMILE. That basic premise is emphasized in our unique customer service training program S.M.I.L.E. Security Making Interaction a Little Easier · Maintaining your poise · First impressions · Confirming your understanding of a question/concern · The art of listening · Communication is 90% body language and tone In addition to this one of a kind training some of the additional training programs we provide are; CPR/AED Training Our commitment to providing comprehensive procedures manuals, detailed training checklists and on- going/continuous training has resulted in low turnover rates and complete customer satisfaction.
The phrase “image is everything” could not be more true than in the Security Industry. At ASE, we understand that much of our success is based on our Officers appearance and how they conduct themselves. First impressions are lasting, favorable or unfavorable, in the minds of our clients and visitors alike. The first persons seen upon entering a property is typically, security personnel. We believe “You can never make a second, first impression”. Thus, it is imperative that each time someone walks into your building, they are impressed with the appearance and attitude of the Security Officer. Our staff is trained on the importance of posture, uniform crispness and personal hygiene to ensure the quality of the appearance at all times. In addition to providing our Officers with a plentiful supply of high quality uniforms, we also employ a laundering service to handle cleaning, maintenance and replacement
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Aeropoint Security Enterprises HIGHER STANDARDS * GENUINE COMMITMENT |
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