Metro One Newsletter Volume XIX Issue I Editor: Tyler Vozza
COVID-19 Social Compliance Officer Program Is In Full Swing
Frank Camerino SVP Business Development
As America emerges from the pandemic, Metro One is assisting its clients by providing COVID-19 Compliance Officers. These specialized officers help you maintain a safe, healthy and virus-free environment, for employees, visitors and customers. Our purpose is to reduce risk, increase peace of mind, and help everyone feel more comfortable coming back to work, retail stores, restaurants, hotels, health clubs, or any number of other traditional places where we come together. No new program can be successful without a comprehensive training program put together by professionals in their field. Jack Johrden CEM, AMBCI Director of Policy & Training and his team put
together such a program. Training consists of Covid Compliance Officer,
and management. Sections include Thermal Screening Overview,
Covid Screening Technician and a Covid Nurse Screening oversight
including screening questions, Social Compliance Duties, PPE, Set up and
restaurants within the mall brought food and water to the team in appreciation of their presence in the area. Branch man-
check on the Cartier, Montblanc, Van Cleef & Arpel and Buccellati hours after the 5/30/2020 riots and looting that took
Communication, then breaks out each position and responsibilities. This training also includes Metro One’s De-escalation Training. Metro One LPSG has deployed the COVID Compliance Officers, Screening Technicians and Covid-19 Nurses to many of its clients from stores, distribution warehouses to corporate offices. We have learned a lot over the last five months along with our clients and have made each engagement unique to our clients concerns and expectations. We would like to thank all of our Metro One personnel on the Front Lines, who have been continuously executing these procedures and keeping our clients and their customers safe. Thank You!
Metro One Aids In Securing Chicago Area During Unrest Hilda Negrete Performance Manager, Illinois
Protests, demonstrations, riots and civil unrest overwhelmed the cities of Minneapolis and Chicago. Metro One was called to provide assistance to Target stores within the epicenter. A security team was sent and led by team leader Gerard Ousley. The team provided 24/7 coverage at the Target locations. Intelligence was shared with local authorities regarding suspicious vehicles circling the stores. This intelligence resulted in arrests for stolen plates. Local authorities and
ager Hilda Negrete was requested to
place. Pictures were
sent to the AP manager to ascertain the extent of damage and the repairs that were needed. While this was being completed, it was observed that Burberry was still being looted. A male was observed leaving through the broken door with an unknown item and then he left. The AP manager was called in New York and advised of the situation. The branch manager was asked to post until management arrived. Later on, the same male returned with a group of friends and turned away without incident.
Throughout Pandemic, Metro One Remains Essential
Carlos Figueroa Director Of Operations What does it mean to be essential ? The dictionary defines essential as, “of the utmost importance : BASIC, INDISPENSABLE, NECESSARY”. During these unprecedented times, our role as a company has evolved and expanded with many of our clients calling out for
support. One very special client made that call…The Home Depot. With all their stores nationwide and employees deemed “essential”, Metro One was tasked to secure and provide a safe environment for both their customers and employees. No matter the event- pandemic or civil unrest…hundreds of Metro One’s essential guards during countless hours, spread over 260 stores nationwide…responded to that call.
Having the pleasure of managing this account firsthand and seeing the impact our guards have made. Words like “BASIC, INDISPENSABLE, NECESSARY” are an understatement. From all levels of The Home Depot- head cashier to corporate, I have received nothing but praise on how essential our guards have been. No words will ever describe the sacrifices and hard work our team has made. How
would I describe our essential team, this quote says it best- ”you hold a very important piece of the puzzle. Without it the world is incomplete… that’s how essential you are.” As all of our client’s begin to adjust and settle into the impact of recent events. Metro One will be there to continue to provide the service we are known for…Essential.
Lowe’s, In Partnership with Metro One, Win Quality Excellence Awards Phil Gallacher National Performance Director With the first days of what is expected to be a long hot summer upon us at the Lowe’s sites, the Metro One officers who staff the Transportation Centers and the Visitor Centers continue to deliver outstanding results day in and day out. We are currently delivering more that 11,300 hours of work per week (hpw). During these times where for s everal months everyone was asked to stay home, projects that have been avoided seem to have become the mission of the day. With the extraordinary increase in customer volume at the Lowe’s retail store level, the DC’s are under tremendous demands to continue to push product to the stores. All the teams at the 36 Lowe’s DC sites continue to report higher than normal in bound and out bound truck volume. At several sites, the normal hours per week allocations have been increased sharply due to the securing of off-site trailer storage lots. In addition, during these unprecedented times in dealing with the Corona Virus, the teams persevered to protect our staff along with the Lowe’s associates, Our employees have been participating in temperature checks, maintaining social distancing of the Lowe’s associates
while entering and exiting the building for each shift change and all while continuing to maintain a regimented disinfecting schedule. And yet, during all of this, Lowe’s conducted performance audits of the sites. The end game is the coveted Lowe’s Excellence Award. The award is based off the buildings meeting high marks around Safety (On-thejob injuries), Cost (Budget) and Shrink (Loss Prevention). Each Metro One security team plays a vital role in Safety and Shrink at the distribution centers. By the execution of the Metro One teams’ partnerships and diligence around Safety in the yard and DC helps mitigate opportunity for a Lowe’s associate getting injured, which in turn reflects in the reduction of OSHA recordable incidents. The Metro One security partners also plays a vital role in the protection of the Lowe’s
Welcome Aboard Pacific Life Insurance Company Bob Babilino VP Business Development
Last November, Advisory Board Member, Jim Mottola, invited a potential new client to our OSAC customer event in Washington DC. Jim worked with the invitee, Jim Kollar, Director of Security for Pacific Life Insurance Company, years ago while both were in the US Secret Service. It turns out that Bob Babilino, a former Agent with the Secret Service as well, worked with the client’s father on several assignments years ago. Bob continued to follow up and work with Jim Kolar. After a site visit to Pacific Life’s Headquarters in Southern California, accompanied by Vince Carrabba and John Fevelo to make a company presentation to their security team and procurement department, Metro One received an opportunity to bid on their security
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guard services in California and Omaha. Jim Mottola also continued to support our efforts to receive this opportunity to bid. In May of this year, Metro One was awarded a multi-year Services Agreement for two sites in Southern California, and one site in Omaha, Nebraska. Most recently, as a result of our relationship, Metro One was awarded an additional site in Omaha, starting June. This strategic account provides Metro One with additional exposure in Southern California, a region we are developing rapidly. From first contact to a start date in May, this is another example of a team collaboration with our Advisory Board, Business Development and Operations team members. WELCOME ABOARD PACIFIC LIFE!
business assets including inventory, this is the piece of inventory shrink based on dishonest behavior. As one Lowe’s APM (Asset Protection Manager) put it, “We have built a culture in every DC based off the consistent process execution in the Visitor Center around EAS response, bag checks and wanding”. Congratulations go out to the following Distribution Centers for winning the Lowe’s Excellence Award
North Region – Findlay, OH DC – Congratulations go out to Greg Braun and his team. After the announcement of the award for Findlay, APM Justin Baker said, “I appreciate all that you guys do for the business and cherish the partnership that we have”. West Region – Lebanon, OR and Cheyenne, WY DC’s were also recipients of the Excellence Award. The Metro One team at the Lebanon Oregon site is led by Corey Davis. He and his team have continued to deliver dedication, site ownership and outstanding service to the Oregon DC. In Cheyenne, Wyoming, Perry Brown and his team were also recognized by APM Chris Nelson for outstanding contribution to the overall performance of the Cheyenne site. South Region – Kissimmee, FL DC - Congratulations go out to Account Manager Hector Maldonado and his outstanding team in Kissimmee Florida for the continued great job that they do at that site. Congratulations go out to the Metro One associates at the Findlay Ohio, Lebanon Oregon, Cheyenne Wyoming and Kissimmee Florida DC’s as well as all the other Lowe’s sites that we staff day in and day out for their dedication and ownership to their sites. Thank you!
Suntex Marinas-Miami, FL
Jason Shaffer Business Leader Metro One LPSG was awarded security coverage for Miami Marina Located at 300 Alton Road, Miami Beach FL which is managed by Suntex. The coverage started in March of this year. The magic of Miami Beach is yours when you plan your waterfront stay at the Miami Beach Marina. Located adjacent to Government
Cut, with no fixed bridges and plenty of deep water, Miami Beach Marina affords easy accessibility to great fishing…sailing…and cruising. Metro One is proud to be part of Suntex and their team while providing security during off hours at the Marina. Metro One Management would like to recognize the Officers that have started and continue to do an outstanding job at the location: D’Andre Berry, Ruben Rivera & Felix Antelo.
Metro One Teams Up For COVID-19 Training
Tom Mauro Vice President, New York Anticipating the need for awareness training prior to the COVID-19 lock-down, Metro One partnered with a Medical Doctor from the New York City Department of Health and Mental Hygiene (DOHMH) to deliver training to Christie’s on what we knew about COVID-19 on Monday, February 24, 2020. Anticipating that business around the world would change because of the novel coronavirus, Christie’s provided their management and staff with the most current information available from credible sources, so they could plan ahead. Metro One’s Vice President of New York, Tom Mauro, is a
former NYPD Captain and Emergency Manager for DOHMH. He partnered
with the Morris Scardigno, Director of Security for Christie’s, and Medical
Officers Jump Into Action After Crash Near Lowe’s Site
Phil Gallacher National Performance Director On July 2, 2020 at approximately 6 am, a tractor trailer disregarded a red light at the intersection of Campstool and Christensen Roads, just off of Lowe’s property colliding into a Magic City transportation van. This is a major 5 lane intersection. Damage to both the tractor trailer and the van were extensive, along with injuries to several occupants of the van. The van was transporting the cleaning crew to the Lowes Distribution Center in Cheyenne, WY. The intersection is locat-
ed just off of the Lowe’s property, however Metro One LPSG Officers, Dennis Richardson, and James Miller, immediately responded to the scene rendering first aid to the occupants of the van until police and EMS
responders arrived. Two members of the cleaning crew were transported to the hospital. At the Cheyenne WY site, everyone is treated like they are part of one big family and that family includes our officers along with the cleaning company employees. Chris Nelson, Sr. APM for Lowe’s, reported that this is just another example of the outstanding level of service that Metro One security officers perform each day. Thanks go out to Metro One officers Dennis Richardson and James Miller for a job well done!
Metro One Partners With City of Dallas & Kroger To Clean Up Sam Ousley Performance Manager
On July 1st, Metro One Dallas provided extra security as the City of Dallas initiated a massive cleanup of homeless mini camps and trash around a closed public library on the corner of Kroger property in the Oak Lawn are of Dallas Uptown. While the building belongs to the City’s public library system, it sits on the Kroger lot. Kroger had been receiving complaints from customers because the homeless were panhandling in the parking lot, often in a threatening manner. The situation became more severe during the coronavirus pandemic and the recent riots and protest marches nearby. Kroger officials linked Metro One in on the project because we provide uniformed security at that location
during business hours from 0600 to 0100, seven days a week. Dallas Performance Manager Sam Ousley and Uniformed Security Officer Ron King worked with the city crew by moving the homeless off property during the cleanup and kept them off afterward. We posted “No Trespassing” signage and warned the people that had been living in and around the shrubs and greenery that they would have to relocate off the property. As a follow-up to today’s cleanup, Kroger is having a landscape company come in to remove the thick brush around the building. Metro One officers will begin patrolling around the building as part of regular duties, maintaining a safer environment for Kroger shoppers.
Doctor Madhuri Ray from the DOHMH. Together they prepared a presentation on the current knowledge of COVID-19, including history and current trends from Dr. Madhuri, response and recovery expectations from Tom, and Christie’s specific safety measures from Morris. Christie’s connected their offices in Los Angeles, Dallas, and London, and recorded the presentation for their staff to access at their convenience. Metro One remains on the forefront of trends, anticipates our clients’ needs, and consistently delivers quality service. We value our partnerships and trust with our clients to help get us through difficult times, such as the COVID-19 pandemic.
Near Field Communiciaiton Technology Rollout Stefanie DeMartino Corporate Manager
Metro One consistently looks for new ways to stay ahead with the ease of technology. We recently rolled out the use of NFC technology at our 36 Lowes Distribution Centers across the country. NFC stands for Near Field Communication. Essentially, it is a way for your phone to interact with something in close proximity. It operates within a radius of about 4 cm and provides a wireless connection between your device and another. NFC technology gives our team the ability to capture data in real time and gives the certainty that our officers are in fact at their location of work. Every time an officer conducts a physical patrol tour, they use the site phone to tap the NFC tag, which then sends a radio frequency identification (RFID) between the phone and an NFC tag. The NFC chip operates as one part of a wireless link. Once it is activated by another chip, small amounts of data between the two devices can be transferred when held a few centimeters from each other. With NFC technology we eliminate the chance for an officer to be off site reporting or completing patrol tours. Our company is advancing towards innovative technology that will help reduce the risk of mismanagement and inaccurate reporting.
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Officer Spotlight Each of our officers play an important role in the overall success of Metro One. Below are some prime examples of how talented, hardworking and dedicated our officer team is. Jhon Juedy - PA
Pierre Sims - DE
Khalesa Hasan - CA
Erin Washington - MI
While working a special assignment and after working his regular shift, Jhon Juedy was willing to be on standby to help if he was needed to fill extra shifts. He made it possible to keep the client pleased by always being there even at a moments notice. Thank you Jhon for your support. -Everett Lawrence, Performance Manager
While on duty at The Home Depot located in Brandywine, Pierre Sims noticed a customer trying to walk out with $2,100.00. Even though he was operating in in a different function, he took it upon himself to report this to the manager and kept an eye on the suspect. Because of his dedication and quick thinking, the merchandise was recovered. The client was very pleased with his performance. Great Job Pierre Sims! -Everett Lawrence, Performance Manager
On June 18, 2020, Khalesa was leaving for her break and noticed an elderly gentleman leaned over in his vehicle. Khalesa has former medical experience, so her instincts immediately kicked in and identified this as something being wrong. She opened the door, took his pulse then contacted 911 immediately. After watching the video, she saw that the man had been in the parking lot for 4 hours with several people walking past the vehicle. During her first time in the parking lot to go to break, her attention to detail and high level of observance discovered this. Although the ending was not happy, we are grateful his family did not have to spend days wondering what happened to him. Great work Khalesa! -Natasha Sorensen, Regional Performance Manager
On Wednesday 6/10/20 at approximately 1545, Metro One Guard Erin Washington was on her assigned post at the Garden Door at The Home Depot, when she was alerted by a customer that there was a fire near the fence line. The guard immediately proceeded to the area, notifying store management of the information. Upon her arrival, the guard observed there were bags of garden mulch burning. With the assistance of the customer, the guard began to put out the flames before they could ignite other nearby merchandise. Store management arrived and assisted in totally extinguishing the flames. Due to the guard's immediate response and proper notification, the fire was quickly extinguished and further damage and loss of store merchandise was averted.
Kiran Singh - CA Site Manager Kiran Singh at Lowe’s in Stockton, CA is a true example of a leader. Her mentorship and guidance has stabilized this location and she has built a very solid team. She truly has a passion for her role and always goes well above and beyond what is expected of her. Her administrative work is completed in a timely manner; she handles every situation in a positive way and has fostered a strong relation with the client. All of this confined has created a stable and positive work site!! -Michael Bogosian, Lowe’s Regional Manager
Christopher Jimenez & Johnny Jimenez - CA Officer Christian Jimenez and Johnny Jimenez work at Lowe’s in Perris, CA. They are two of the most dedicated officers in my region. Not only do they have impeccable attendance (no call offs in 10 months), but they go above and beyond to ensure all tasks are completed accurately and in a timely manner. -Michael Bogosian, Lowe’s Regional Manager
Rachel Cubilete - NY
Rachel Cubilete has been a guard at the Amazon fulfillment center for over a year. She is an outstanding guard who has never called out sick. Her hard work and dedication is truly appreciated. -Paul Chierchio, Site ManagerAmazon Despite the setbacks presented by COVID-19 in the Washington, D.C and Baltimore, MD regions, Metro One has endured with the addition of new clients such as Pharmacann, Target, Hermes and Cartier in addition to adding more support to our existing client base for Home Depot and Floor & Décor. These additions have proven to be advantageous in displaying the trust our client base have in our company’s ability to provide expected excellent service. The addition of great candidates during this time presented us with opportunities to showcase to our clients the caliber of service Metro One LPSG grants; examples of which:
TAVON GOURDINE
On Monday while performing his daily post duties, Metro One guard, Tavon Gourdine, observed an unaccompanied minor approximately 4 or 5 years of age walking toward the store from the parking lot. Gourdine was able to quickly rescue the child from oncoming cross traffic and safely return the child to their parent, a customer in a mobile shopping cart who was already inside the store. The parent stated that the child was locked in the car with the childlock on and must have climbed over the seat and exited via the front door.
JULIAN WINSTON
The store leadership pinpointed Ofc. Winston for always being a supportive and present force when transactions are being conducted curbside with their patients. An action deemed to offer a sense of safety and comfort to the store employees.
WILLIAM SMITH
The leadership of this Home Depot extended accolades in Ofc. Smith’s ability to deescalate potentially hazardous situations from irate customers.
DAVID LA’VIEST
Ofc. La’viest was acknowledged by The Home Depot leadership team as always providing outstanding customer service to visiting guests. Within the store’s acknowledgement board, La’viest’s efforts were physically displayed on the client’s award board. We look forward to continuing and expanding the footprint of service provided to our current and future clients in the DC, MD and VA areas. -Andre Russell, Performance Manager
-Charles Davis, Performance Manager
Chenie George
Chenie George started with us as a guard and did such a good job at her Home Depot post, that management requested her to be a site supervisor. She showed leadership skills and was excellent in deescalating customer/ guard issues. Her communication with client leadership went up to the MAPM. The MAPM spoke highly of her and how she dealt with guards. The guards respect her and follow her directions without complaint. Chenie has worked at other locations other than The Home Depot to help cover open posts. When visiting those other sites, the store management teams have told me that they would like her as their permanent guard. As site supervisor, she also assists the Maryland part of the region with check-ins and scheduling, which allows the performance manager to have more time to conduct field visits and communicate with clients.. Thank you Chenie! -Wilmer Granda, Director of Operations
We at Metro One are so thankful and fortunate to have such outstanding employees who go above and beyond to provide the highest quality of service, especially during these difficult times. To all of our employees, continue to work hard and be the best that you can possibly be. We truly appreciate all that you do!
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