Entemen was called in to assist with a private security firm that was having ongoing problems with management and security staff at a high-end gated community. The 45-person private security team was led by a supervisory group comprised of one captain, one lieutenant, three full-time sergeants and two part-time sergeants.
When he was tasked to find solutions, he soon learned the challenges were complex. There were scheduling complications, no plans to mitigate overtime, toxic talk among the staff, favoritism, no onboarding process, no consistent communication from the manager to the team, inconsistent training, a lack of leadership, and the big problem – an ongoing pattern of the security officers calling in and not reporting to work. Just in his initial week of observations, there were seven “call offs” in a 24-hour period. That meant staffing problems for the team when many did not take reporting to work seriously.
Once he was picked up at one of the security gates by a sergeant and as they were riding together Entemen learned the sergeant, a supervisor, did not even know the name of the security officers working the gates. The retired Arizona DPS captain had his hands full but chipped away and built a new culture and shaped a team.
In shaping that change, he established regular communication with the team, explained the “why” behind things they needed to do in their work duties, created an onboarding process, and crafted ways to meet people’s (the staff) needs such as scheduling time off.
He also established calculated discipline. Small infractions, for which staff previously had threats of numerous related disciplinary actions looming over their heads, were left alone. However, call offs and unapproved absences were dealt with – first through a series of write ups and ultimately through termination. The security staff soon became more dependable as far as reporting for duty.