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THE INTERNET—Choosing a new security provider can be a turbulent time for any organization, but it can be especially challenging in the aviation environment. One of the keys to a smooth transition with a new provider is to ensure that the management styles mesh, said John Dean, senior manager of aviation security at the Portland International Airport in Oregon, which recently switched security providers.
“We found it was critical to get familiar with the company culture of our security service provider … We talked to their proposal team about values, morals, the chain of command and the communication channel to make sure it’s similar to our organizational culture,” said Dean during a June 24 Webinar entitled Airport Security Contracting Best Practices sponsored by Senstar.
Because of the uniqueness of the aviation environment, it’s also important their management team has experience and understands airport operations, Dean said. “If we all understand each other’s role and responsibilities, we all become more efficient in what we do.” One of the strategies Dean used to familiarize himself with the security provider’s culture was reviewing its newsletters. “We did this to get a bigger picture to see if they acknowledge great work and recognize their employees,” he said.
Especially in the airport setting, it’s important for a provider to be flexible and capable of adjusting to changes in staffing needs. “If you have budget impacts or new projects starting/ending or emergency support, take a look at their contingency of available officers to amp up or support you during a crisis,” Dean said. “How long would it take for five-to-10 additional officers and what would it cost to provide additional staff on short notice?”
Training is obviously a big component as well. “We’re big at PDX with customer service and it’s all about the level of service at the airport,” he said. Including management teams on exercises and drills is a big part of ensuring the best protection of the airport. “We always include providers in tabletop exercises so they understand what’s going to take place and that they have a role in responding,” he said.
Retaining employees also requires the airport offers competitive wages, benefits, vacation time and access to affordable healthcare, said Lori Beckman, president/founder of Aviation Security Consulting and the former security director for the Denver International Airport.
It’s also important to create incentive-driven contracts, she said. Offering nominal financial incentives such as bonus pay for meeting certain requirements can boost employee retention, but money doesn’t have to be the only incentive. Employee recognition in front of peers can also be beneficial. “At the end of the day, you’ll spend a lot less time and money managing the contract if incentives are there,” she said.
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