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COMMUNICATIONS
It is imperative that a person of authority at the contract service be reachable by the client 24 hours a day, 7 days a week. A firm whose management is only available during regular office hours, obviously is not adequate. In the case of even a small contract security agency, the owner's home telephone number is not sufficient.
My recommendation for communications with the contract service's line supervisor is as follows:
The security agency's installation supervisor at the client's facility, or a designated backup supervisor(s), should be reachable by the client and the officers on the job 24 hours a day, 7 days a week, by pager, mobile phone, or radio (relayed by the contract service's dispatcher or an answering service.)
These officers--the installation supervisor and the backup supervisor(s)--should rotate duty weekends and one would always be available to adjust schedules, clarify problems encountered by officers on duty, and otherwise insure a smooth running operation. Additionally, the supervisor or backup supervisor would immediately be available to correct any problems or clarify any questions the client may have.
It is further recommended that a second person, such as the contract service's area supervisor, field officer, road inspector or owner, be reachable by a similar system as above or through an answering service--not a periodically monitored answering machine.
Also, the contract service should maintain a backup communications system around the clock. A dispatcher accessible by phone, or an answering service would be adequate. The above should be capable of contacting at least one member of the security firm's local management team, or an owner, who is authorized to make policy decisions and handle serious problems without the necessity of checking higher.
The contract service should maintain an FCC license, if required, to operate UHF radios and be able to provide radio equipment as needed at the client company at a reasonable cost. Cellular telephones are alternatives in areas where cells are not so overworked that extended time is required to make a connection. By the same token, in some areas, radio frequencies are overloaded and cellular communications make a better choice. Combination cellular phone and radios such as the Motorola units operating with the Nextel service are available in some areas and are usually the best choice if available.
There are other acceptable communications setups that work well. The bottom line is that from the client's standpoint, the officers on post as well as the client representatives must be assured that problems can be handled without delay, and that a contract service representative in a position of authority is always available, and that there is backup designed into the system.
Like everyone else in the world, I despise improperly used voice mail.
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