SOUTHERN NEWS
FIRST EDITION
SOUTHERN CROSS GROUP SERVICES
Our Core Values: Loyalty. Integrity. Honesty. Courage. Respect.
Our Vision:
To be the preferred provider of integrated solutions.
Our Mission Statement:
To provide an integrated security service that is personalised to meet the unique needs of our clients, whilst consistently demonstrating diligence, honesty, and integrity at the highest levels.
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WORD
FROM MANAGEMENT Team,
I am excited to welcome you to the very first issue of the SCGS Newsletter. This has been a long time coming and we intend to make this a bi-monthly publication to keep you up to date with all the latest SCGS news and developments. With the growth Southern Cross Group Services has experienced in recent years and our growing number of employees across Australia, I feel it is important to stay connected and this newsletter is one of our efforts to improve our internal communication and to bring together all SCGS employees. This newsletter will showcase the latest news in the security industry, some training tips to keep skills and experience relevant, past and upcoming SCGS events, career opportunities, and more. I hope you take the time to read the issues, and that you will find something that will be of value to you. This newsletter will also be available on the SCGS website (www.scgs.com. au). All SCGS employees are invited to contribute feedback, articles and information, so please feel free to email your thoughts and comments to info@scgs.com.au. Southern Cross was founded in 2005 and continues to be committed to the protection of
our clients and their assets. Due to our reliable, results-driven service that we deliver, we have developed solid client relations with prestigious companies throughout Australia. 2013 has been the biggest year to date for Southern Cross. This year saw us venture successfully into Victoria, South Australia and Western Australia, and it is my aim to create a strong presence across all other states of Australia in the near future. Our success has not been without some pitfalls, but it is a testament to the optimism of the team that you saw these drawbacks as clear opportunities for improvement to our processes and systems. I am extremely proud of what we have achieved together throughout the past eight years. There is no better time than now to thank you for your hard work and dedication. Your contributions have helped Southern Cross become what it is today, and I have full confidence that we will only continue to grow and make a bigger mark on the security industry. We will blow our competitors out of the water, and 2014 promises to be even bigger and better for us! On a final note, I wish you and your loved ones a joyous Holiday Season. Merry Christmas and a Happy New Year!
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SECURITY NEWS INDUSTRY TIP
It is important for all security employees to note that from the 1st of January NSW 2012 the new Work Health and Safety Act (WHS) replaced the Occupational Health and Safety (OHS) laws. The Work Health and Safety Act is said to provide a greater level of certainty, clarity and consistency in Australia. The new law provides security employees with an outline that explains their duties and must therefore be read and understood by anyone within this industry. If you would like to learn more about the new law, there are support services available that can assist you in doing so. This includes WorkCover safety rebates, live webinars, advisory visits, workshops, programs and events. Also, you can dial 13 10 50, for further information if needed.
CUSTOMER SERVICE Southern Cross Group Services believes it is important to make sure that our employees are providing our clients and the public with the upmost respect and value from our service.
Professionalism + Customer satisfaction. This should always come first. The way we speak to customers, resolve issues and treat customers is vital to our reputation. + Presentation & grooming! Extremely important! You must dress well, iron your clothes, shave, brush your teeth, shine your shoes do everything in your power to look your best... EVERYDAY. + Communicate effectively. Do what you say, and say what you do. + Always follow company procedures and policies.
At Southern Cross Group Services we employ those who are professional, approachable and confident in their security training. We strive to provide clients with proficient staff who feel passionately about their job, and approach their site in a presentable manner. Therefore the term for this month is professionalism. In order to make sure you are delivering at your best, speak to clients and the public with respect, provide assistance wherever needed, refresh your security training, and most of all wear a smile to work!
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g n i n i a r T C.R.O.S.S
All Southern Cross staff should be utilising the C.R.O.S.S system. The C.R.O.S.S system is comprised of the following elements:
C – Compliance: The compliance database provides a live record of the qualifications and training history of each Southern Cross employee, providing an accessible reference point for both us and our clients. All nominated Staff and Management will have live access to the database, allowing for greater transparency in regard to employee training, performance and compliance.
R – Reporting: Southern Cross recognises the need for improved reporting systems. The reporting system on C.R.O.S.S allows our officers to complete an incident report immediately following an incident. Reporting is a key aspect of C.R.O.S.S. which allows Southern Cross and its partners to improve overall security functions and efficiencies.
O – Online: The online training function provides an interactive, easy to use interface via which Southern Cross employees can complete their training anywhere in the world, at their own pace, at a time of their choosing. Employees will also have the option to repeat any lessons or exercises that they find particularly difficult, ultimately resulting in a greater understanding of appropriate work methods and procedures.
S – Secure: Southern Cross understands the importance of client and employee confidentiality. We have developed C.R.O.S.S in close consultation with a team of online security experts, ensuring all information entered into the system is protected from unauthorised access, use, disclosure or modification.
S – System: C.R.O.S.S allows for the systematic management of Southern Cross’ employees and contracts, resulting in greater quality outcomes for our clients.
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Event
Security Planning
What you need to consider when developing an Event Security Plan... Southern Cross Group Services participates in many events across Australia. It is essential that the security for these events are planned carefully to ensure all personnel involved in the event are fully aware of their duties and responsibilities. An acronym widely used by event planners is SMEACS:
▇Situation ▇ ▇Mission ▇ ▇Execution ▇ ▇Administration/Logistics ▇ ▇Communication ▇ ▇Safety ▇ You can use the above points to gain information about the event, particularly at event meetings, briefings or site visits. The table below provides some considerations for event planning. The list is not designed to be exhaustive as each event will have its own idiosyncrasies; however the list will provide some thought provocation: Date/s Ingress/Egress
Time/s CCTV
Location/s Emergency Exits
Agencies Involved Tickets/Wristband
Uniform
PPE
Supervision
Escalation Process
Nearby Events/ Crowd Expectation Police Involvement Parking Licenced Venues Alcohol being Transport in/out Known site problems First Aid served of site Previous Events Local Crime VIPs Entertainment Emergency CoordiCommand and Lighting Media nation Control Incident ManagePyrotechnics/SpeDisability Access Cultural Awareness ment cial Activities
Communication Staff Required Attendee Demographics Impact on usual site persons Site Risks Physical Barriers Reporting Requirements Health and Safety
Relevant Policies Search Powers Powers of Arrest
RSA Dress and Grooming
Staff Welfare Evictions
Infringements Lost Property
Confrontation Contingency
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EVENTS SCGS Head Office staff often organise company events. As an example, in the past, this has included participation in charity events such as Kayak for Kids - it can also be as simple as a staff BBQ. We wish to continue these events and we want you to join! Make sure you read the Southern X News newsletter to find out about upcoming events. We encourage participation by all staff. This gives us a chance to communicate, get to know each other better, and have fun!
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ways to improve your
CUSTOMER SERVICE
1. Understand your customer- Sometimes in se-
curity you are faced with difficult/absurd situations where customers are frantic, lost, confused, and so on. It is important to approach every situation with care, which involves putting yourself in their shoes. You must never laugh, or disregard their concern, instead you should be polite, respectful and as helpful as possible. This in return will sky rocket their satisfaction.
2. Communicate- If you see a customer who ap-
pears disoriented don’t be afraid to approach them and ask as to how you may be of assistance. They may simply be lost and in need of guidance, however this gesture could also lead to incident prevention, either way it’s a win-win.
3. Resolve the customer’s issue quickly and
successfully- This suggestion of course depends on the situation. If the customer has asked you a simple question, resolve it first before moving on to another concern. If there are multiple customers waiting for your assistance, help one at a time, whilst remembering who asked first. This shows that
you care about their concern/time, and they will surely appreciate it.
4. Spread the word- If you see a colleague handling a situation in a way which could be improved, speak to them, remind them to have manners, respect, or simply a smile. It is important that all Southern Cross employees give their best.
5. Build your relationships- If there is a partic-
ular customer who visits your site frequently make sure you greet them with a smile, and their name if known. Eventually you may be conversing on a regular basis, (just remember to stay professional). This makes the customer feel valued, and leaves you at the first point of contact if an incident regarding them was to occur.
6. Extra- In the security industry, it is vital to
remain vigilant and prepared for any situation. In saying this, there can be long periods of time where your services are on hold. Instead of waiting for an incident to breakout, look around for situations where you can be of assistance.
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7. Be available- Remain approachable. Wear a smile. Do not intimidate.
8. Telephone skills- If part of your role includes the use of a mobile phone, remember to stay professional. It is a good idea to have an opening line that you can use each time a call is answered.
9. Conversational skills- Sometimes you may
have to escort employees and/or visitors to designated locations, or perhaps provide them with physical protection. In such situations it is a good idea to engage in appropriate conversation. By doing this you may help the individual being escorted by allowing them to feel safe, and at ease. This gives them a sense of confidence that you are in control and the situation is not threatening.
10.
Remember names- By remembering and using an individual’s name, you will increase their level of customer satisfaction. This is simple, yet very effective. People like to feel recognised. Not only does this make your client/customer happier, it also reflects a more professional and responsible you.
LISTEN UNDERSTAND RESPOND 8
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A T S CO
A E IME
A
Your nickname is: Aimz.
Location:
NSW Head Office.
Title:
seconds with...
Personal Assistant to General Manager.
How long have you been with SCGS? 4 months.
Describe yourself using three words: Crazy, organised, anal.
Name one thing you love about working for SCGS:
The people. They have the same zany and wicked sense of humour as I do.
Who do you sit next to at work and describe him/her in 3 words: I sit next to the General Manager, Sam Johnson. He’s motivated, dynamic and hardworking.
What are your hobbies?
Nothing. I have 2 boys. I have no time for hobbies.
What is your favourite movie? Gladiator.
What is your favourite memory at Southern Cross?
So far, in less than 4 months, I have seen the Rostering Coordinator, Harry Ehsani, belly dance.
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CAREERS Southern Cross Group Services employs applicants whose values are consistent with our own.
Loyalty
Integrity
Honesty
Courage
Respect
Southern Cross Group Services understands that people are the key component to building a successful organisation, therefore at Southern Cross all employees are provided with career progression opportunities, continuous training and development platforms. Our Senior Management Team recognise those who deserve reward, this is demonstrated through our Employee Incentive Program. If you would like to learn more about this program please feel free to contact our Head Office.
Our Human Resources department review all resumes and cover letters that are submitted through hr@scgs.com.au.
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POSITIONS VACANT Southern Cross Group Services operates on a national scale. SOUTH AUSTRALIA AND VICTORIA: We are currently seeking the services of experienced, reliable, Security Officers to assist in the effective provision of safety and security services. Working in a Security Officer role within the retail environment, your main responsibilities will include:
Performing security risk reviews Working in a team environment to prevent crime and increase customer service within the centre Assisting in the development of plans and systems to maximise customer safety on site Assisting in the establishment and delivery of safety plans that provide internal and external security Working with Centre Management and key stakeholders to develop security strategies that meet the needs of the Centre Good public communication skills and the ability to assist retailers, contractors and customers in by offering customer service support Developing strong relationships and work with local Police, Fire Brigade and Ambulance Services to develop emergency protocols Professional Skills & Knowledge To be successful in this role, you must possess the following:
Strong relationship building skills Strategic thinking Current security license Senior First Aid Strong team commitment Reliable and exceptional presentation skills CCTV experience an advantage Commitment to safety Excellent communication skills Strong customer service focus Good command of verbal & written English Preference will be given to candidates with experience of Customer Service and Retail Security
Opportunities exist for guards to start out casual, with promotion to perm/part time and/or full time to personnel that demonstrate diligence, honesty, integrity and ability to commute to rostered duties. If you think you have what it takes to be a Southern Cross employee, do not hesitate, apply now as these positions will fill fast!
To Apply: Forward your resume to hr@scgs.com.au Eligible applicants will be contacted to attend an interview.
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BUSINESS DEVELOPMENT
INCENTIVE PROGRAM
Southern Cross Group Services will reward any SCGS employee that provides a genuine lead to new business.
INCENTIVE DETAILS: ▇▇
$500.00 reward for genuine lead (not an opinion)
▇▇
Must result in a signed Contract or Agreement
▇▇
Names (contact) and Services Required
EXAMPLE: “My brother Sam works at Joe’s Factory they have a security gate house with three guards. My Brother is a site maintenance supervisor and his boss Paul Smith has told him they are not happy with the service. The contact number is 2468 1234”
CONTACT:
The SCGS Marketing Team 1300 557 434 terry.martin@scgs.com.au
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&
Reward Recognition Southern Cross Group Services has an Employee Reward and Recognition Program that aims to stimulate staff performance. Areas of focus include; long service, reaching targets, projecting Southern Cross’ core values (loyalty, integrity, honesty, courage and respect), outstanding efforts, exceptional achievements, consistent delivery of high quality service, improvement, and more. Southern Cross clients and personnel are provided with the opportunity to nominate an employee whom they feel is deserving of special recognition on an annual basis. This process is kept confidential and reviewed by the Reward and Recognition Committee, who have the authority to merit a number of entrants.
Achievement categories are as follows: ▇▇Southern Cross Certificate of Appreciation ▇▇Southern Cross Commendation ▇▇Southern Cross Bravery Award ▇▇Southern Cross Unit/Team Commendation ▇▇Southern Cross 5 Years Service ▇▇Southern Cross 10 Years Service ▇▇Southern Cross 15 Years Service ▇▇Southern Cross State Team Member of the Year ▇▇Southern Cross Employee of the Year
Rewards vary, they can be both formal and informal, depending on the achievement category. The highest incentives are offered to those who reach long service brackets.
Feel free to contact Head Office to learn more about the Reward & Recognition Program.
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1300 557 434
www.scgs.com.au
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