Employment
Our Approach: Clients First is Northeast Security’s operating philosophy that embeds service quality and customer satisfaction into each element of our business strategy, organizational structure, training and operational execution to bring quality and customer service to industry leading levels.
Upon assignment, new hires complete a comprehensive on the job curriculum that includes client-specific history, organizational structure, building operations, security philosophy, responsibilities, duties and procedures.
Approach
Clients First is Northeast Security’s operating philosophy that embeds service quality and customer satisfaction into each element of our business strategy, organizational structure, training and operational execution to bring quality and customer service to industry leading levels.
For example, we supplement our Operations team’s rigorous quality standards and regular performance audits with a dedicated Quality Assurance and Customer Care team consisting of Security Auditors and Client Managers who serve as the “voice of the customer”. The result is a higher level of client service and attentiveness with an advanced ability to quickly identify and respond to changes in client needs.
In our 45th year of setting the standard for full service solutions that help organizations improve security, manage risk and deliver value, Northeast Security follows these simple, but powerful principles:
- Establish true partnerships with our clients at all levels to fully understand their needs and expectations to deliver maximum ROI.
- Select, train, grow and motivate the best talent.
- Invest in our people, processes and technology to provide exceptional client-specific service, customer care and quality assurance.
- Establish comprehensive safety and security plans that incorporate the roles of security officers, client and tenant stakeholders, security technology and law enforcement agencies to ensure the most effective high value solutions.
- Maintain an active ownership and executive management presence with the clients, industries and communities we serve.
We understand that each client has unique needs driven by industry, location, and operational structure. Our security experts assess the total physical security needs, advise on best security practices, and collaborate with client stakeholders to create client-specific solutions that incorporate the right mix of contract security, intelligence and technology services.
As a privately held, American owner-operated business, Northeast Security’s leadership team invests in the clients and communities we serve through frequent on-site client visits and participation in local charitable and business organizations.
Delivery
Northeast Security provides an extensive support system to ensure the delivery of the highest quality service and the most attentive customer care. On-site Operations team members have multiple support layers and a dedicated Quality Assurance and Customer Care team serves as the “voice of the customer”. Key roles and functions include:
Account Manager – The cornerstone of our security services is the Account Manager and Site Supervisor. These highly trained and empowered individuals are dedicated to specific clients and are responsible for all personnel and operations at the site.
Client Manager – The Client Manager serves as the “voice of the client” with responsibility to fully understand the broad security and service goals of the client and to ensure the necessary resources are delivered to meet those goals to achieve the highest levels of service quality and customer satisfaction.
Quality Assurance Auditors – Quality Assurance Auditors supplement the regular operational quality reviews with in-depth, independent assessments of on-site security operations. These assessments are conducted using document reviews, site walk-throughs, staff and client interviews and site tours. Reviewed areas include, but are not limited to, Site Procedures Manuals, Guard Appearance, Post Appearance, Shift Reports, Pass-on Logs and Guard Knowledge.
Operations Manager – Operations Managers establish and oversee the execution of the security programs for each client. They are the first line of support for Account Managers and Site Supervisors ensuring they receive necessary staffing, training, and scheduling resources.
Chief Security Officer – The Chief Security Officer provides on-site staff with firm-wide leadership in security program design to identify and respond to the latest threats and vulnerabilities to the safety and security of our client’s people, property and assets.
Command Center – Northeast Security’s 24/7/365 Command Center is staffed with decision-capable managers to provide on-site personnel with immediate response to emergencies. In the event of a natural disaster, terrorism event or other large scale emergency, Northeast Security’s Command Center is linked with governmental alert systems and the Northeast Disaster Recovery Information X-Change to provide immediate emergency response and staffing within the first 1-2 hours of an event.
Ownership – As a privately held, American owner-operated business, Northeast Security’s owners are active in the field with clients soliciting feedback to continually enhance the quality and responsiveness of our services.
Training
Upon assignment, new hires complete a comprehensive on the job curriculum that includes client-specific history, organizational structure, building operations, security philosophy, responsibilities, duties and procedures.
Abundant advanced training opportunities are available to employees via lecture and e-learning modules. A sampling includes:
- Ritz-Carlton® Customer Service Program™
- Emergency Response Planning
- Predictive Profiling
- Management of Aggressive Behavior
- Bomb Search Techniques
- Vehicle inspection and search
- Security Control Center Operations
- Package Search
- Web-based Distributed Access Control Systems
- CPR/AED/First Aid
- Blood-borne Pathogens
- H1N1 Preparedness
- Chemical Safety
- Accident Investigation
- Fire & Life Safety
- Electrical Safety
- Workplace Violence
- Sexual Harassment Awareness
