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CONTENTS
EXECUTIVE SUMMARY .......................................................................................................................................... 3
COMPANY OVERVIEW ........................................................................................................................................... 6
IMPLEMENTING YOUR SECURITY PROGRAM .................................................................................................... 10
SECURITY OFFICER STAFFING & TRAINING ....................................................................................................... 11
EMPLOYEE RETENTION ...................................................................................................................................... 13
UNIFORMS........................................................................................................................................................... 14
ENTERPRISE TECHNOLOGY ............................................................................................................................... 15
QUALITY ASSURANCE ......................................................................................................................................... 17
FINANCIAL ANALYSIS ...................................................................................
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REFERENCES ...............................................................................................
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THE GOLDEN GUARANTEE ................................................................................................................................. 18
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EXECUTIVE SUMMARY
Walden Security knows that your company seeks a quality security services company
that is focused, engaged and quick to anticipate and respond to your needs. We
understand you want a proactive security partner with a like-minded vision to
provide an exceptional, customized security program at the greatest value.
You’ve found it in Walden Security
.
We will work harder than any security services provider and as a security services
consultant, seeking to provide continuously evolving, custom-fit service and enacting
continuous improvement through our quality management system. We will work with you, not
just for you, as a true security partner and trusted security advisor.
WHY WE’RE THE BEST-QUALIFIED CHOICE TO MANAGE YOUR SECURITY PROGRAM
Established in 1990 by law enforcement professionals Amy and Mike Walden, Walden Security has built our
company customer by customer, rather than by mergers and acquisitions. With this growth philosophy, we
cultivate personal relationships with our customers and find new ways to exceed client expectations as the
company grows and diversifies.
Walden Security is not just any security company. We are the best security company out there. That’s not
arrogance. It’s confidence. As an independent company with a fiercely independent spirit, we don’t have to
answer to shareholders or any other outside force. We only answer to our own integrity, our own sense of right
and wrong. By operating this way, we are free to take better care of our employees, knowing that they, in turn,
will take better care of our clients.
Walden Security is an industry leader in many respects, including:
• We are one of the nation’s 10 largest privately-held, American-owned contract security firms, with
4,100 employees and $162.1 million annual revenue.
• We are one of only five security companies firms in the nation with a company-wide ISO
®
9001:2008
Certified Quality Management System.
• Of 200 firms nationwide, we are the largest Women’s Business Enterprise National Council (WBENC)
certified woman-owned business that provides security officer services.
Every day, we apply our experience, insight and integrity to provide clients like you with the best security
services available. And every day, we rededicate ourselves to providing the most professional, innovative
services to drive meaningful value to our clients. By challenging conventional practices in everything we do, we
are able to find better ways to provide you with the quality of services you need.
THE BENEFITS OF OUR PARTNERSHIP
Why choose Walden Security? Simply stated, we believe Walden Security is the security services partner you’ve
been looking for. Our operational model has proven successful for 25 years, which is why we are one of the
nation’s fastest growing security companies with a reputation as a detail-oriented service leader and
responsive partner. We believe we distinguish ourselves from other security services firms in a number of
important ways and enjoy significant competitive strengths, including:
Qualified People & Proven Recruiting Process – Walden Security’s established recruiting, screening and
selection process will provide highly qualified security officers of proven ability to successfully staff and to
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exceed your expectations through our officers’ exemplary service and their readiness to go beyond the scope of
work.
The Latest in Security Technology – Walden Security offers our clients the option to supplement your
existing physical security program with industry-leading GPS patrol technology and command center services,
such as CCTV remote monitoring, virtual partrols, access control, alarm response and a 24/7 LIVE customer
care call center. And our eHub customer self-service portal provides clients with anytime, online access to
security officer schedules, rosters, invoices and more.
Award-Winning Employee Relations & High Employee Retention – As the security industry’s employee
relations leader, we go out of our way to show our employees that we value them, and our high, industry-
leading retention rate demonstrates our employees’ loyalty and provides you with the stability you want in a
security force. We foster employee retention by offering insurance benefits, quality of life and workplace
benefits, ongoing and informative communication, performance recognition and more.
Innovative Employee Training – Walden Security provides the highest level of employee preparedness
through our innovative programs of instructor-led classroom training, remote study and online eLearning. We
never utilize video training, because we believe that the
benefits of interactivity cannot be realized by one-way
delivery methods. By placing full-time, state-certified
training instructors in every branch, our security officers will
be compliant in all security techniques, methods and tools
prior to working a shift.
Extensive Transition Experience – Our 25 years of
experience delivering complex contract transitions
demonstrates our ability to deliver a rapid and complete
transition from the incumbent contractor, with no lapse in
security. Our proactive, detailed approach augmented by
certified systems and procedures for recruiting, scheduling,
staffing, and administering security programs establishes a
solid foundation for efficient service delivery, ensuring that
we furnish qualified and trained security personnel at all
times.
Dedicated Management & Support – Our management style is proactive and personal, and at any given
time, there are several qualified people available to handle any challenge. We rely on a sizable infrastructure
capable of handling numerous and substantial accounts and require ongoing collaboration between our
branches and corporate teams. This guarantees that our local staffs are always empowered in problem
resolution and that they always have every resource required to run a successful operation.
Certified Quality Assurance – Our company-wide ISO
®
9001:2008 Certified Quality Management System
(QMS) is a certification program that guarantees the highest quality of security service. Out of nearly 8,000
security firms doing business nationwide, Walden Security is one of only five security firms with a company-
wide ISO
®
Certified QMS. That means you can rely on Walden Security to continually monitor and measure our
performance and deliver exceptional service.
Guaranteed Satisfaction – With a 97% client retention rate, our level of customer satisfaction is among the
highest in the security industry. Simply put, we do what we say we will. In fact, we put it in writing, providing you
Walden Security requires our supervisors and managers to
participate in ongoing training to thoroughly equip them for
their leadership rolles.
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with a signed Golden Guarantee to demonstrate the level of our commitment. The Golden Guarantee is simple:
If you are not satisfied with the quality of our service on any shift, you don’t pay. Then, we’ll make it right.
At Walden Security, we concentrate our energies on building long-term relationships with clients
like you. As an industry leader in client and employee retention, we deliver unmatched customer service and
maintain relationships built on trust. We have built our reputation on the individual care we bring to our
customers, providing the personal attention that guarantees your requirements and concerns are not just
yours, but ours too. Although we are one of the fastest growing security companies in the industry, this
personal approach is what sets us apart, because we’re a family-owned, woman-owned, American-owned
company, and we still believe that people do business with people, not companies.
_______________
In the pages that follow, you will see that you can count on Walden Security to be the customer satisfaction
leader and sworn ally that guarantees unwavering confidence from our clients and from those whom we
protect.
We appreciate the opportunity to earn your trust, respect and business and to demonstrate that Walden
Security is “Setting the Standard by Setting the Example.
®
”
What Our Customers Are Saying
“Throughout our years of working together, I have witnessed a
level of exceptional responsiveness and know that I can always
rely on Walden Security to protect our assets better than any other
contract security firm. Throughout the past several years, one
thing remains the same – your customer service is unmatched,
and I feel confident that your firm will exceed our expectations, as
you always have, for many years to come.”
– Valued Customer in Chattanooga, TN
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COMPANY OVERVIEW
Walden Security has an award-winning reputation for
business excellence and employee satisfaction, and
we maintain our business posture by concentrating our
energies on providing a highly motivated and well-
trained security officer corps and the best possible
service for the greatest value.
Walden Security is a recognized leader in the delivery
of contract security services to commercial and
government clients, including the nation’s most
respected real estate firms, Fortune 1,000 and other
internationally recognized companies, military
installations, cultural and trusted healthcare
institutions, exclusive residential communities,
manufacturing facilities, and mixed-use developments.
Our operational model has proven successful for 25
years, which is why we are one of the nation’s fastest
growing security companies with a reputation as a
service leader and an innovative, responsive partner.
AT A GLANCE
• Established in 1990 by Amy and Mike Walden
• Headquartered in Chattanooga, TN, with 4,100 employees across the nation and $162.1 million annual
revenue
• One of the nation’s 10 largest privately-held, American-owned contract security firms
• One of only five security services in the U.S. to have company-wide ISO
®
9001:2008 Certified Quality
Management System
• State-certified Drug Free Workplace
• WBENC-certified Women’s Business Enterprise
• GSA Federal Supply Service authorized contractor (Contract No.GS-07F-5806P)
WE’RE STILL DOING BUSINESS WITH OUR VERY FIRST CUSTOMER
Founded in 1990 by law enforcement professionals Amy and Mike Walden, Walden Security is a privately-held,
family-owned, American-owned business, and it is this spirit that prevails among all the dedicated specialists
who come together to ensure the security and protection of our clients’ most important assets.
From our inception, we have built our company customer by customer, rather than by mergers or acquisitions.
With this growth philosophy, we continue to cultivate personal relationships with our clients and find new ways
to exceed client expectations even more effectively as we grow and diversify.
Our first branch opened in Chattanooga, TN, and we now operate fully-staffed branch offices in nine cities and
satellite operations spanning from Miami, FL, to Portland, OR. We have grown to provide security services for
more than 375 clients in 20 states.
Our headquarters is located in historic downtown Chattanooga, TN.
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EXPERIENCE THAT COUNTS
Walden Security has firmly established itself as a respected security services provider to hundreds of
properties across the country. We have the experience and resources to meet the unique demands of
customers in a variety of key markets. We are proud to deliver custom security programs for internationally
recognized organizations, including:
AT&T
Archer Daniels Midland
Brenntag
Brown-Forman
CB Richard Ellis*
Cassidy-Turley
Colliers International
Cousins Properties
Cushman & Wakefield
Hines
Jack Daniel’s Distillery
Jones Lang LaSalle
Kenco Logistics
LifeWay Christian Resources
MeadWestvaco
PM Realty Group
Parkway Realty Services
Piedmont Realty Trust
Rock-Tenn
Shaw Industries*
State of Tennessee
SunTrust Bank
Transwestern
USAA
US Xpress
U.S. Department of Justice - U.S. Marshals Service
Wells Fargo
*Walden Security is a national preferred vendor
OUR FOOTPRINT. Always there, always local, Walden Security is
licensed in 32 states and the District of Columbia.
Headquartered in Chattanooga, TN, Walden Security has fully-
staffed local operations in nine major markets. We have 375
customers in 20 states and are financially and operationally
poised for continued growth.
HQ
Local
Office
Regional
Support
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Headquarters
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OUR ORGANIZATIONAL STRUCTURE
At Walden Security, we realize the difference that effective management can make and we are structured to
provide our clients and our colleagues with the support necessary to provide the best service available.
Walden Security’s management style is proactive and personal and, at any given time, there are several
qualified people available to handle any challenge: the general manager, operations managers, human
resources experts, account manager and field supervisors. Devoting themselves to every detail, these are the
people who actively support our local offices in all aspects of service delivery.
We require ongoing collaboration between our local office and corporate teams. This guarantees that our local
staffs, and ultimately our clients, always receive every resource required to run a successful operation.
LOCAL MANAGEMENT & KEY PERSONNEL
The quality of your security services is dependent on the quality of the people who serve your account. This is
where we excel. Walden Security has an experienced team of specialists to ensure that maintaining your
security program is effective and efficient.
Our entire operations team possesses a comprehensive understanding of the role and expectation of every
unique security function required to run a successful security program at your site.
Position
Responsibilities
General Manager
Primary point of contact for client, oversees all branch activity, oversees new account
implementation, ensures compliance with contractual obligations and ISO 9001:2008
Quality Management System, implements and enforces Walden Security policies and
procedures, serves as primary branch liaison with corporate headquarters.
Senior Operations
Manager
Assists the General Manager in implementing policies and procedures within the
Operations Department, responsible for operations managers, account managers and
security personnel seven days a week, handles emergency/extra coverage, oversees
Operations Managers in meeting client needs, meets with clients regularly, listens to
issues, provides security and technical expertise and solutions, directs operations activities
related to new account implementation, reviews reports, resolves problems, conducts
performance evaluations and reviews.
Operations Manager
Ensures Walden Security meets all contractually scheduled hours with minimal personnel
turnover or overtime, creates and manages security officer schedules, develops and
maintains Post Orders, handles emergency staffing placement, manages uniforms,
equipment, supplies and vehicle inventory, reconciles security logs against shift
responsibilities and patrols, reviews incident reports and conducts preliminary
investigations, performs account audits inspections, completes documentation in
compliance with ISO 9001:2008 Quality Management System.
HR Manager
Manages all recruiting and training of new and rehired employees, collaborates with
branch operations to identify personnel needs, recruits, screens and selects qualified
candidates, ensures branch compliance with state and federal labor laws, training,
licensing and certification requirements and ISO 9001:2008 Quality Management System
certification, conducts employee counseling sessions and exit interviews.
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Position
Responsibilities
State-Certified
Training Manager
Analyzes and determines training needs for contracts, schedules and conducts pre-
assignment and on-the-job training, conducts certification and licensing classes, assigns
and facilitates refresher training and eLearning, provides in-service training related to
changes in policies, procedures, regulations, and/or technologies, keeps records and
prepares reports through eLearning Management System.
HR Assistant
Assists with recruiting, screening and selection of employees, assists with coordinating and
scheduling training classes, orders uniforms and duty gear, assists with personnel
documentation and recordkeeping, provides employees with benefits information as
needed, assists with payroll preparation, answers DOL unemployment inquiries, prepares
separation notices and completes verification of employment requests, performs other
clerical duties as needed.
Field Supervisors
Work with the branch operations team to ensure that our performance and appearance in
the field are exceptional at all times, conduct random, unannounced visits to conduct
quality assurance checks on security officer performance, provide after-hours support and
response to sites when needed, maintain patrol vehicles, deliver uniforms and equipment
to client sites, fill open posts as needed.
What Our Customers Are Saying
“We consider the security team to be an integral part of our day-to-
day operations. Walden Security’s local management combined
with their commitment to security officer training and employee
retention are just a few of the things that contribute to the
success of our partnership. There has never been an officer stand
post without meeting or exceeding every contract requirement.”
– Valued Customer in Chattanooga, TN
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IMPLEMENTING YOUR SECURITY PROGRAM
The transition to Walden Security is an organized and thorough process which anticipates all possibilities
before the first day of service. By preparing for the unexpected, we are ready to start services as contracted,
with no disruption to your daily business and no lapse in security.
THE TRANSITION PROCESS
Our typical transition is a 30-day process designed to ensure a successful contract start. Our dedicated
transition team conducts the implementation in four phases, each building on the previous phase. We are
always ready to start service as contracted, and after 25 years of executing hundreds of account transitions,
our experience reflects our understanding of this critical undertaking for every client.
TRANSITION TASKS
TRANSITION
PHASE 1
PHASE 2
PHASE 3
PHASE 4
Post-
Transition
Transition team holds internal kick-off meeting
Transition team meets with client
Transition team tours site(s), meets incumbent
officers
HR hosts recruiting Town Halls for incumbents
HR recruits, screens, interviews for open positions
Progress meeting with client – Phase 1
HR finalizes staff selection
Order equipment, vehicles, technology
Operations drafts Post Orders
HR processes all employees; orders uniforms
Training conducts ISOT and orientation
Operations builds master schedules in WinTeam
Progress meeting with client – Phase 2
Training conducts OJT and specialized training
Operations presents draft Post Orders to client
Operations determines KPIs and reports
Operations issues uniforms and equipment
Progress meeting with client – Phase 3
Operations finalizes security officer schedules
Operations presents final Post Orders
Training completes and confirms all training
Operations delivers uniforms, equipment,
vehicles, etc.
START-UP – Transition team will be onsite
Conduct QA review, begin ongoing monitoring,
reports, notification
Set up eHub Customer Self-Service portal, train
client on system
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SECURITY OFFICER STAFFING & TRAINING
The best way to deliver reliable and responsive security is to match the ideal candidate to each position, which
is why Walden Security uses an extensive screening process when selecting new employees.
RECRUITING
Walden Security human resources teams recruit individuals with traits indicative of honest, productive,
customer service-oriented security professionals. We attract quality employee candidates because of our
above-market wages and generous benefits, professional human resources staff to facilitate the entire
recruiting effort and reputation as a great employer.
SCREENING & SELECTION PROCESS
Before we extend an offer of employment, every security officer candidate must pass our comprehensive
screening and selection process, including E-Verify, third-party background check and drug screen.
SECURITY OFFICER TRAINING
Making a continual investment in comprehensive training, Walden Security maintains a perpetual learning
environment so that we may provide customers with fully-trained security officers who are highly prepared to
handle the daily challenges and emergency needs of the workplace. We believe it is critical to thoroughly
prepare an individual prior to site placement and to continue to develop them through ongoing training.
• We require every new officer to complete instructor-led, classroom Initial Security Officer Training
before site assignment, where he or she will receive additional on-the-job training.
• To maintain the desired level of proficiency, we deliver in-service, refresher training throughout the
year.
• We offer more than 100 courses on our eLearning Management System
• We also offer every Walden Security employee the opportunity to pursue advanced training and
continuing education, including tuition reimbursement, Four-Star Training, and professional
certification scholarships, which often lead to bonuses and wage increases.
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TRAINING ADMINISTRATION POWERED BY TECHNOLOGY
Our eLearning Management System (LMS) is a powerful online platform that delivers and administers online
training for every Walden Security employee to help ensure that we are compliant and up to date with all
training, license and certification requirements.
Features and benefits of our LMS:
• Tracks compliance with contractual, state and federal licenses and certification requirements. As
licenses and certifications are about to expire, the LMS automatically alerts the local training
manager, who notifies the employee to begin the license and recertification process.
• Monitors the progress and completion of assigned courses in real time. Local training managers can
instantly check course progress, print certificates of completion and view student transcripts.
• Provides customized reporting for all training records. Examples include contract compliance, test
scores, site-specific training completion, and overall site completion percentages.
• Allows our instructors to focus on training our security officers without the burden of manual
paperwork
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EMPLOYEE RETENTION
We take great pride in the fact that our employee retention rate far exceeds the industry standard, a stability
we accomplish in part with our incentive and recognition programs designed to improve security officer
performance. We strive to be the employer of choice in our industry. Passionately dedicated to those who
choose to work for us, we foster a culture that attracts and retains talented individuals. We encourage and
enable them to succeed, always recognizing their stellar performance.
Offering a generous benefits package and giving recognition for a job well done results in a loyal, customer-
focused workforce with one of the industry’s lowest employee turnover rates, which saves money and ensures
that your property is always in experienced, capable hands.
EMPLOYEE BENEFITS
To attract and retain the high-caliber personnel necessary to meet our clients’ security needs, Walden Security
offers a competitive benefits package. Meaningful benefits engender employee loyalty to our company and to
our clients.
We offer generous benefits to every employee, including uniforms at no cost to the officer, paid vacation,
medical, dental and vision insurance, a 401(k) retirement savings benefit with company match, an employee
family scholarship, tuition assistance, an employee assistance program, direct deposit, holiday gifts and more.
Our in-house benefits team assists our employees with benefits questions and serves as a liaison between our
employees and benefits service providers.
PERFORMANCE REWARDS & RECOGNITION
To be a Walden Security officer, exemplary performance – and nothing less – is expected. Walden Security
officers are known for providing exceptional service to our clients, and we recognize and reward performance
excellence in several ways, including Officer of the Year, Officer of the Month, commendation letters from the
company president, contract performance bonuses, tenuare awards, challenge coins and individual rewards
for performance excellence.
In a special ceremony, President Mike Walden presents each Officer of the Year
with a commemorative plaque, $500 cash bonus, Coin of Excellence and nametag.
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UNIFORMS
We understand that our officers’ appearance is a direct reflection of your company. In order to maintain a
professional appearance reflective of our standards and your desired image, we uphold strict uniform and
appearance guidelines and conduct unannounced site inspections to confirm that our officers look their best
at all times. We replace uniform items at no cost to our officers as needed due to normal wear and tear.
Standard Hard Look Uniform
ITEM
QTY
Trousers
3
Short-sleeve shirt
3
Long-sleeve shirt
3
Necktie
1
Belt
1
Bomber jacket
1
Walden Security badge shield
1
Photo ID badge
1
Name tag
1
Baseball cap (campaign hat shown in photo is
optional and not included in bill rate)
1
Knit cap
1
Soft Look Uniform (Blazer and Slacks or Corporate Suit)
ITEM
QTY
Dress slacks
3
Blazer or suit jacket (logo patch is optional)
2
Long-sleeve dress shirt
3
Necktie
1
Belt
1
Walden Security lapel pin
1
Walden Security badge shield
1
Walden Security badge shield holder
1
Photo ID badge
1
Bomber jacket (optional)
1
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ENTERPRISE TECHNOLOGY
From a 24/7 command center to a workforce management system specifically designed for the security
industry, including a customer self-service portal, Walden Security consistently leverages leading-edge
technology to improve efficiencies and the quality of our security services.
WORKFORCE MANAGEMENT SOFTWARE
Walden Security uses integrated workforce management software to ensure that a fully trained security officer
is on post 100 percent of the time, while eliminating the burden of paper-based scheduling, payroll and invoice
administration for our managers. Real-time data collection and delivery ensures a near-perfect paycheck and
invoice accuracy rate, resulting in correctly paid security officers and simplified invoice processing.
Key benefits of workforce management software:
• Records and manages staff schedules at every post, keeping up with any change in real-time
• Immediately alerts managers of open posts
• Seamlessly produces accurate paychecks to our officers
• Uses our people and resources more effectively
• Reduces operating expenses by controlling overtime and job costs
• Delivers flexible, accurate and timely invoicing options to you, including electronic billing
• Allows us to immediately research and resolve any payroll discrepancies or invoice questions
We use TEAM Software components, including WinTeam Workforce Management, TeamTime Time &
Attendance (T&A) System, and eHub Self-Service. Each TEAM Software component integrates with our iCIMS
Online Career Center and Intellum Learning Management System.
TEAM Software workforce management technology ensures that a trained and licensed security officer
is always on post, while eliminating the burden of manual scheduling, payroll and invoice administration
for our managers.
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TEAM Software’s core solution, WinTeam, is a fully integrated financial, HR, timekeeping, workforce and
operations management system designed for the security industry. WinTeam provides multiple data entry and
inquiry points and produces both standardized and customized ad hoc reports to track events, record working
hours, schedule and reschedule officers, coordinate required training, arrange logistics, manage recruiting and
staffing, promptly generate accurate payroll, ensure accurate invoicing, and guarantee client satisfaction.
SCHEDULING OFFICERS TO ENSURE 100% POST COVERAGE
As a standard practice, the operations manager or account manager creates a master schedule for each
account. This allows us to provide our employees with set schedules so that they are able to effectively
manage their lives and schedule personal events more than a week in advance. Once the master schedule is
confirmed, simple visual alerts notify our managers when it’s necessary to modify their schedules to
accommodate time-off requests, overtime coverage and other events that could potentially disrupt post
coverage at your property.
TeamTime automates the timekeeping processes by allowing officers to clock in and out from designated
telephones using their employee ID numbers. When an officer calls into TeamTime, the call is automatically
logged in the system. This reduces the risk of timekeeping fraud and violation of ever-increasing U.S.
Department of Labor regulations. Walden Security can configure notification alerts in cases of tardiness,
absences or caller ID mismatches.
The purpose of this technology is to provide accurate paychecks to our employees and deliver error-free
invoices to our clients, all while ensuring 100 percent post coverage at all times. Once the post is confirmed as
worked and the process is complete, the system automatically generates officer payroll and a client invoice.
eHub Customer Self-Service (CSS) and Employee Self-Service (ESS) offers mobile data and information
management for our officers, managers, supervisors and clients.
• Managers and supervisors may conduct all sorts of activities in the field, including conduct paperless
quality assurance inspections; monitor schedules, compliances, rosters, instantly address problems;
and manage HR changes and time-off requests.
• Clients may view employee rosters and schedules, generate time and attendance reports, print
invoices, request extra coverage, and more.
• Security officers may view schedules, pay information, vacation status, company communications,
licensing and certification status, and more.
With the launch of our Central Technology Center (CTC), our
team of security experts will create a comprehensive blended
security program that best meets your needs. To add another layer
of protection to help keep your business safe at every location, our
CTC offers virtual guard services, remote CCTV monitoring, access
control and much more to supplement your existing security
program.
Our state-of-the art remote monitoring facility is located in our
corporate headquarters and is manned 24 hours a day, 7 days a
week by trained security personnel who review every signal received
by our station and respond to trigger events within a matter of
seconds.
Our round-the-clock Central Technology Center
provides state-of-the-art security services.
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QUALITY ASSURANCE
At Walden Security, our quality is uncompromising. Our company-wide ISO
®
9001:2008 Certified Quality Management System (QMS) guarantees the highest
quality security service. As one of only five security firms in the nation with a
company-wide ISO
®
Certified QMS, our clients rely on Walden Security to continually
monitor and measure our performance to deliver exceptional service.
Through the ISO
®
QMS, Walden Security guarantees our service will conform to our
quality standards, including the following Key Performance Indicators (KPIs):
Staffing: Maintain acceptable levels at all times.
Training: Comply with all training, licensing and certification requirements.
Technology: Ensure that all devices are in working order and properly used.
Vehicles: Confirm that all are clean and in working condition.
Uniforms and Appearance: Guarantee that officers comply with uniform and
appearance standards.
Employee Paychecks: Must be on time and error-free.
Client Invoices: Must be on time and error-free.
Reports: Must be timely, thorough, legible and accurate.
Inspections and Penetration Drills: Conduct periodic, unannounced site
inspections and penetration drills.
Guard Tour Rounds: Conduct and report all mobile and foot patrol rounds.
Post Orders: Post Orders are maintained and up to date. Officers comply with Post Orders at all times.
Client Satisfaction: Clients participate in periodic surveys to evaluate overall satisfaction with our service.
SITE INSPECTIONS
At Walden Security, we believe “You can expect what you inspect.” Our field supervisors conduct random,
unscheduled and unannounced post inspections during which security officers are evaluated on uniform and
personal appearance, post appearance, job performance and knowledge, presence of Post Orders, safety
precautions and quality of reports.
Inspections offer members of our management team the opportunity to work with the officers to provide
continual, hands-on training and supervisory support.
Unannounced inspections confirm that security officers are proficient at their duties as they are observed.
The impending nature of inspections ensures that officers are always performing their duties to standard or
beyond.
Inspectors document their findings and compare the data with corporate performance standards to ensure
those standards are met. During subsequent surveys, we review the previous survey to ensure that all
corrective and preventive actions have been completed.
With the WinTeam Checkpoints
app, supervisors record
inspection results on the spot.
Results are instantly uploaded
to the eHub Customer Self-
Service portal, giving clients
real-time QA data for every post.
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THE GOLDEN GUARANTEE
In conclusion, we offer you the Walden Security Golden Guarantee. It’s simple:
IF YOU ARE NOT SATISFIED WITH THE QUALITY OF OUR SERVICE ON ANY SHIFT, YOU DON’T PAY.
We immediately discuss any issues you may have with our service and implement corrective action procedures
as necessary to ensure the problem does not arise again. The key to successful problem identification and
elimination is communication. If you are not happy with our service, we want you to contact your general
manager as soon as possible in order to address the problem.
We can’t say it enough. We believe that people do business with people, not companies.
At Walden Security, we measure our success by your satisfaction. In fact, we put it in writing, providing you with
a signed Golden Guarantee to demonstrate the level of our commitment.
In these pages, we have demonstrated that Walden Security is Setting the Standard by Setting the Example.
®
We hope we’ve shown you that we set ourselves apart with a distinctively effective recruiting and screening
process, an exceptionally thorough and rigorous training process, a detailed transition process that leaves no
stone unturned, a security presence that grants peace of mind, and a customer service ethic that delivers
incomparable quality to you and your customers. Every day, for clients around the nation, we stake our
reputation on fulfilling these duties.
Thank you for the opportunity to present our proposal for your security services. We know that when
you join forces with Walden Security, we become the face of your company. It’s confidence well placed, as our
skilled, principled and dedicated team will deliver incomparable service that reflects well on Walden Security
and, most importantly, you.