Oatridge Security Group Winning Bid.pdf

EXHIBIT B – NON-COST FACTORS (REV 1/22/25)

Return this exhibit to Procurement Coordinator at: descontractsteamapple@des.wa.gov

EXHIBIT B – NON-COST FACTORS

Competitive Solicitation: 00624 Security Guard Services

Bidder: Oatridge Security Group, Inc.

Type/print full legal name of bidder company

Instructions:

Note: Bidders must follow the instructions outlined in this Exhibit.

1. Add bidder’s business name above and follow the instructions below.

2. Review and respond to all questions. ALL bidders must respond to all Requirement IDs (REQ), using this document only.

3. Provide a written response in the Written Response column that addresses how the bidder meets or exceeds each requirement.

a. Supporting Information. Please make sure to include references in Exhibit A – Bidder’s Certification that align with the information provided in this exhibit. Enterprise Services may request additional information or references to help verify the information provided by the bidder in this exhibit. A bidder’s failure to provide requested information to Enterprise Services within five (5) business days may result in disqualification.

b. Bidder’s Commitments. The bidder’s responses to the performance requirements below will be incorporated into such awarded bidder’s contract, if awarded. Therefore, the bidder is cautioned to propose only commitments that it can fully meet throughout the term of the contract. If an awarded bidder is unable to meet the terms of the contract, they will be in breach and subject to termination and/or damages as described by the contract. Please see Exhibit D – Contract.

c. No Identifiable Information in Bidder’s Exhibit Response. The State intends to conduct anonymous evaluations to minimize the risk of any potential bias. Bidders must not include any business names, logos, employee’s names (replace with position title or role), or other specifically identifiable information in their responses to this exhibit. The State will review all bid submittals prior to forwarding them to evaluators if the State finds identifying information in the submittal, Enterprise Services will notify the bidder and allow them two (2) business days to correct and return their response. Bidders will not be allowed to alter any other information other than to remove the identifying information. If the bidder does not make the required adjustments, Enterprise Services will make modifications to remove the identifying information and deduct two (2) points from the bidder’s score for this exhibit.

d. Page Limit. Bidder’s responses must fully demonstrate knowledge of the subject matter. Limited responses may receive lower scores than those that more fully demonstrate knowledge of the subject matter. Each written response must be complete and will be evaluated on its own merits. However, conciseness is also preferred, and the following limits are provided:

i. Links to external content or embedded documents are not allowed and will not be evaluated.

ii. Each REQ has a page count limit. Any text in excess of the stated page count limit be deleted prior to forwarding the submittals to the evaluation team.

iii. This document must be submitted using this Exhibit B – Non-Cost Factors form and must be a .docx.

Other files and filetypes will not be accepted.

4. Submit the exhibit as a Microsoft Word document (.docx) without modifying the formatting. If you need to print out this document for any reason, please note this document is sized Legal 8.5” x 14”.

EVALUATION

Bidders written response to the Performance Requirements will be evaluated as follows:

Score Rating Definition

100% Excellent added value

Bidder’s response provides outstanding added value for the state across all aspects of the performance requirement. The response demonstrates clear and extraordinary technical, or business efficiencies and advantages compared to the stated business need.

70% Significant added value

Bidder’s response provides major added value across all aspects of the performance requirement or provides outstanding added value in some aspects of the stated business need. The response demonstrates clear and substantial technical or business efficiencies and advantages as compared to the stated business need.

30% Sufficient added value

Bidder’s response provides minor added value across all aspects of the performance requirement or significant added value in some aspects of the stated business need. The response demonstrates vague or limited technical or business efficiencies and advantages as compared to the stated business need.

0% Meets minimum acceptable standard

Bidder’s response meets the specified minimum acceptable standard for each performance requirement. Note: Bidder must meet the minimum acceptable standard to provide a responsive bid.

DOES

NOT

MEET

Does Not Meet Minimum acceptable standard

The bidder does not meet the specified minimum acceptable standard for the performance requirement and stated business need.

REQ ID 1. Company Experience. Available Points: 250

Company Experience. The State is seeking to award contracts to bidders who have substantial industry knowledge and experience in security guard services.

To meet the minimum acceptable standard [0%]: Bidder must have completed at least three projects that are similar in scope in the last three years, and list customer organization type (private, local government, etc.), scope of services, and cost of project.

For the scope of the service, provide a description of tasks completed, any challenges faced and how those were handled, results, any metrics used. Bidder must demonstrate that the scope of services is similar to the services being procured.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state that exceeds the minimum acceptable standard above by: listing project examples that more closely align to the scope/value of this contract, and/or type of customers served.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

Response Limit: No greater than 2 pages. Begin response after divider line.

Our company has, over the past 22 years, successfully executed complex security programs for the Federal Government, the State of Washington, Cities of Seattle and Tacoma, and numerous high-visibility corporate clients. These services have been consistently delivered to the satisfaction of the contracting client.

The State of Washington and its contracting stakeholders are unique, and it is therefore rare to find other accounts having one-to-one correspondence with all the sensitive and complex facets that comprise this contract. However, our company has proven again and again our capacity to successfully manage accounts that combine many of these attributes. We clearly have a long and deep experience with accounts that, in the aggregate, cover all the aspects that make up the State of Washington contract.

In our experience, the State of Washington contract combines the following aspects:

A. Critical Infrastructure B. Complexity C. Subject to Significant Surges in Force on Short Notice D. Combining Sensitive Security with Public-facing Customer Service Duties E. Security Staff Size F. Geographic Footprint of Secured Area G. Multiple Officer Qualifications/Credentials

State of Washington Characteristics Contract Experience A, B, C, D, E, F, G State of Washington C, D, F US Forest Service (USFS) – Respond when forest fire in any of 4 states, secure base camps, helipads, traffic control.

C, D, F Bureau of Land Management (US Department of the Interior)

Respond when forest fire in any of 4 states, secure base camps, helipads, traffic control.

A, C, D, E, F, G US Army Corps of Engineers (USACE) Secure 2 Dams, subject to Secret Clearances, Armed, subject to USDOD Force Protection (FPCON) Surges

A, B, C, D, E, F, G US Navy (USN) Secure restricted areas within 3rd largest naval base in the world.

C, E, F, G Department of Veteran Affairs (VA)

We have demonstrated success managing security contracts with varying combinations of the unique characteristics present in the State of Washington contract.

Last, but not least, our company has, over the past 5 years, delivered the services currently at tender to the State of Washington as a contractor on the current State of Washington contract. Our experience at the State of Washington over these past 5 years has provided our organization, from Senior Management to our Service Team, with a profound understanding of the State of Washington concerns, priorities, needs, and preferred service model.

Client Name: State of Washington (many stakeholders) Description of Services: Provides the services subject to this tender as a contractor to Department of L&I, Department of Corrections – Larch Correction Center, Office of Administrative Hearings, Department of Commerce, Department of Children, Youth, and Family, throughout the State of Washington as well as other necessary ad hoc services.

Contract Start Date: April 2021 – Present Number of Staff Hired: 50 Describe Similarities:

• These are sites included in the overall contract at tender having almost identical requirements to the existing contract.

Point of Contact: Rob Cotton, MBA, CPA, CMA, CGAP Position: Chief Financial Officer Telephone: 360-407-2708 Email: rob.cotton@oah.wa.gov

Client Name: US Army Corps of Engineers at Chief Joseph Dam, Bridgeport, Washington Description of Services: Provided all personnel, labor, training, supervision, tools, equipment, materials, supplies, and transportation necessary to provide armed security services at Chief Joseph Dam in Bridgeport, Washington. This is the second largest hydropower producing dam in the United States. This one of a kind hydroelectrical critical infrastructure dam is operated by the United States Army Corps of Engineers and the electricity produced is marketed by the Bonneville Power Administration. Our company regularly interacted with Local Law Enforcement Agencies including Tribal Members, monitored fishing practices, and reported suspicious and illegal behavior to Tribal LEO. Our main responsibility was to deter, detect, and report threats by means of patrols of the exterior and interior patrols of the project, and monitoring access including through vehicle searches and bomb detection.

Contract Start Date: October 2018 – November 2023 Number of Staffing Hired: 30 Describe Similarities:

• Client is a highly visible Federal government agency.

• This is the second largest critical infrastructure site in the United States.

• The security staff required a different level of training to meet State and Federal requirements on the contract as they had to have Secret Clearances and qualify to carry firearms.

• The contract was subject to USDOD Force Protection (FPCON), which initiated surges in force.

• Our officers routinely interacted with the public, providing customer service, directions, and information during the whole year, but especially during the high season, where visitors would enter public parks and/or campgrounds looking for guidance or instructions, so our officers had to be customer service oriented while protecting and screening visitors.

• We maintained complex training requirements and logs while utilizing compliance technology through our Corporate Trainers and Account Manager regularly scheduling refresher training and annual recertifications.

• We maintained and operated a fleet of 4 patrol vehicles assigned to the account with a designated staff member as the maintenance coordinator.

Point of Contact: Robert Gonzalez Position: Contracting Officer Telephone: (206) 316-3168 Email: Robert.L.Gonzalez@usace.army.mil

Client Name: Clise Properties Description of Services: Provides all personnel, equipment and transportation necessary to provide professional security services at the Clise Properties portfolio. Clise manages over 2.3 million square feet of commercial office space within the Puget Sound region.

Contract Start Date: May 2023 – Present Number of Staff Hired: 30 Describe Similarities:

• Clise Properties has their 135-year reputation at stake. Safety and security are paramount responsibilities; however, an integral role of security is also customer service for their tenants and guests to have an exceptional experience.

• Our company secures 6 different locations throughout the Seattle area and beyond.

• We designed a Clise-specific security training program with an onboarding orientation, multi-day pre and post assignment training, de-escalation training, and customer service-oriented seminar.

Point of Contact: Robert Meyers Position: Director of Corporate Security Telephone: 206-450-6996 Email: rmeyers@cliseproperties.com

REQ ID 2. Customer Service. Available Points: 250

Customer Service. The State is seeking to award contracts to bidders who can provide excellent and timely customer support and communications.

To meet the minimum acceptable standard [0%]: Bidder, as specified in Exhibit D – Contract 8.6, must provide:

(a) Customer/purchaser support via telephone and email from 8 AM to 5 PM Pacific Time,

(b) Response Time Commitments:

a. respond to customer/purchaser routine requests within 72 hours.

b. Respond to quote requests within 72 hours.

(c) Have an escalation process for any customer service issue that is not resolved within 72 hours.

(d) An ongoing customer feedback process demonstrating bidder’s approach to proactively seek, collect, and resolve any negative customer feedback.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state by offering excellent and timely customer support, communication, response time, escalation, and customer feedback processes that exceed the minimum acceptable standard above.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

Response Limit: No greater than 1 page. Begin response after divider line.

(a) Customer Service Hours (in PST):

Our company is headquartered locally in Tacoma, Washington, and we provide full client support via telephone and email from 08:00 AM to 17:00 PM PST, Monday – Friday, in line with standard business hours. During these hours, our dedicated Operations team is available to assist with any inquiries, troubleshooting, or service needs. In addition to standard hours, we offer extended support coverage. Our after-hours Field Supervisor team monitors a 24-hour customer service line, which is always answered by a member of our management team to address urgent after-hours needs. This ensures continuous, reliable communication for our clients always.

(b) Response Time Commitment:

• For customer routine questions: All State of Washington inquiries will be provided with a response with their specific needs addressed within 24 hours.

• For quote requests: All State of Washington inquiries will be provided with a quote or proposal within 72 hours.

(c) Customer issues escalation process:

We have a structured process in place to ensure timely and effective resolution of client issues. All client concerns are acknowledged and addressed immediately upon receipt by our Operations team. We prioritize prompt response and resolution, aiming to resolve most issues within the same day. If an issue cannot be resolved within 72 hours, it is promptly escalated to our management team. The General Manager and Director of Operations will take responsibility for and ownership of the issue, initiate direct communication with the client, and immediately provide resolutions. This process ensures accountability, transparency, and a high standard of client care throughout every facet of our operation.

(d) Ongoing Customer Feedback Process:

Our company is committed to proactively identifying and resolving customer concerns and feedback through a feedback loop that keeps client satisfaction at the core of service delivery. Our approach includes the following elements:

• Regular Site-Specific Meetings: Director of Operations and other Operation Team Members will hold monthly (or more frequent) meetings involving key security personnel. These meetings serve as a platform to review and respond to client feedback or concerns, develop immediate action plans to resolve issues, address upcoming operations changes and training needs, and ensure alignment with contract deliverables and performance expectations.

• Daily Communication and Reporting: Operations and Security Officers will submit Daily Reports summarizing all shift activities. These are reviewed by management to identify any potential issues early and maintain ongoing communication with clients.

• Quality Control and Inspections: Our company conducts routine unannounced inspections using a standardized checklist and client-focused questionnaire. Key areas include professionalism, adherence to post orders, equipment checks, and customer satisfaction. Feedback is documented and any negative findings are immediately escalated for resolution.

• Continuous Improvement Culture: All feedback – positive or negative – is viewed as an opportunity for growth. Our management team conducts regular performance audits and uses feedback trends to inform training, staffing, and process enhancements.

By providing extended after-hours support, faster response times for routine inquiries, a structured and accountable escalation process, and a proactive customer feedback program, we are committed to delivering customer service that consistently exceeds the State’s expectations and ensures continuous improvement, satisfaction, and operational excellence.

REQ ID 3. Recruitment and Retention Available Points: 300

Recruitment and Retention. The State is seeking to award contracts to bidders who have qualified personnel and sufficient staffing level (as employees or subcontractors) to support the State’s projects throughout the term of this Contract.

To meet the minimum acceptable standard [0%]: Bidder must provide the following:

(a) retention data for the last 3 years to include: average length of employment or subcontractor agreement;

turnover rate of employees and/or subcontractors.

(b) bidder’s recruiting process to find and hire qualified and diverse personnel and/or subcontractors.

(c) vetting process of employees and/or subcontractors (e.g. interviewing, checking references and samples of work, etc.) to verify their qualifications.

(d) continued education and training process and requirements for employees and/or subcontractors.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state by providing additional details regarding retention, recruiting, vetting, and continued education/training for hiring and retaining employees and subcontractors that exceed the minimum acceptable standard above.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

Response Limit: No greater than 5 pages. Begin response after divider line.

Providing the most qualified and vetted candidate for the State of Washington is our top priority. Our comprehensive screening and selection process is designed to recruit personnel with technical and personal aptitude to meet your specific requirements. Our company’s ability to exceed contract expectations begins with effectively recruiting and hiring qualified candidates. We seek honest, dependable candidates who possess a professional appearance, basic security knowledge, good reasoning ability, and effective communication skills.

We are committed to fostering a diverse and inclusive workforce. Our recruitment strategies actively target a wide range of candidates by partnering with minority, veteran, and women’s organizations, advertising on diverse job boards, and ensuring that our job posting uses inclusive language. We believe that diversity strengthens our teams and enhances the quality of service we provide. By including diverse hiring practices, we can attract a broader pool of highly qualified people who reflect the diverse communities we serve. The company utilizes thorough, effective, and timely screening methods to identify applicants. Our ideal candidate possesses the necessary character and stability, who can act responsibly and decisively, and who is drug-free, and to eliminate applicants who lack these qualities.

To ensure high quality employees are the right fit for our organization and clients, we have partnered with JOBehaviors.

They provide our recruiters and managers with behavioral assessments and analytics based on the specific job requirements. We screen the candidate before they receive an invitation to fill out the comprehensive job application.

Behavioral analytics focus on understanding how our top performers in specific positions act and why, enabling accurate predictions about how an applicant is likely to perform in the future. The analytics enables our team of recruiters and managers to make the right offer to the right candidate for the right job at our organization. The JOBehaviors program removes approximately 50% of applicants allowing our team to focus on the right person for your property.

We eliminate applicants with marginal qualities and select the best people to perform security duties at your property.

Each step of our screening process is tightly defined, administered by qualified staff, and reviewed by senior management.

Our company’s standard screening process for unarmed security officers follows these steps:

1. Minimum Application Requirements

a. Be at least 18 years of age.

b. High school diploma or equivalent

c. Preferred relevant security experience.

d. Reliable means of communication and transportation.

e. Read, write, and speak effective English

f. Ability to obtain a Washington State Security Guard License

g. No record of felony and/or gross misdemeanors.

h. Physically and mentally able to perform security officer functions.

i. And others…

2. Comprehensive Employment Application Gathering detailed job history, education, and preferred work environments.

3. In Person Interviews Multiple interviews conducted by Recruiters, Human Resources, Operations leadership, and corporate personnel, using open and close-ended probing techniques

4. Reference Checks

Verification of five years of employment and personal references, with explanation for any gaps.

5. Background Investigation and Drug Screening

Conducted through third-party resources within two to five business days.

In cases where subcontractors are utilized, they undergo the same rigorous recruitment, vetting, background checks, behavioral assessment, and training standards as our direct employees, ensuring consistency and quality across all personnel deployed to State projects.

Retention

Since inception, we have operated under the impression that security officers are our greatest asset. We have employees that have been employed since the early days as a small maritime security provider. Those employees have grown with the company as must as the company has grown with them. We have a low turnover rate due to our individualized touch and care towards our employees. We are committed to maintaining security officer morale, ensuring job responsibility and accountability, and minimizing turnover by keeping employees happy and rewarding performance.

While the security industry averages over 300% annually, requiring firms to hire two to three entirely new workforces each year, our turnover rates are significantly lower:

• 2022: 48%

• 2023: 45%

• 2024: 40%

In November 2023, we doubled our pre-assignment training from 8 hours to 16 hours. Since implementing this change, our 60-day voluntary turnover – a critical indicator of long-term retention – decrease from 8% to 4.5%. This early deduction in turnover significantly increases the likelihood of sustained long-term employment.

Overall, our security officer experiences high levels of satisfaction, and we explain the class in depth in Req. ID 4, Employee Onboarding and Coverage.

Employee Benefits

We have a reputation for being a quality company to work for. We have developed one of the best personnel systems in the industry to select the best people and provide them with a work environment that allows each employee the opportunity to gain experience personally and professionally. We believe in high quality training to keep the job interesting and fresh for its personnel as well as staying on the forefront of providing the best security services. We are continually refining its existing programs and developing new programs to meet the ever-changing demands of the security industry and increasing responsibilities facing our officers.

All these factors, plus the positive and encouraging atmosphere present at our company, have produced a stable workforce with an industry low turnover. The benefits of low turnover include continuity, information sharing and flow, familiarity of staff, and institutional memory. We encourage security officers to enjoy what they do and do their best day in and day out.

We are constantly looking for ways to improve our employee benefits package as we know the growing importance of quality-of-life, attracting, and retaining high-caliber personnel. We presently offer these benefits:

Employee Benefits Premium Wages and Performance Based Pay Increase o Holiday Bonuses Competitive Paid Time Off (PTO) Accruals o Up to 56 – 112 hours per year accrued.

Bereavement Leave 401(k) Savings Plan with Company Match Employer Sponsored Medical (employer sponsored), Dental and Vision Insurance Employer Paid Financial Life Insurance ($25,000 per security officer) Performance and Referral Bonuses Career Development and Promotional Opportunities Quality Training Officer of the Month/Quarter/Year Recognition and Bonus Safety Performance Incentives

More than anything, we understand the importance of creating a quality work environment to retain exceptional employees’ content in their employment. Most importantly, we understand the quality-of-life factor in the employment pendulum and retention of competent security officers. The proper work life balance is a product of respect, effective communication, and clear attainable expectations. To maximize retention, it is our goal to provide the highest industry quality-of-life standard by direct and indirect benefits to our security officers.

We also put special effort into making all employees feel that they are a crucial part of the team and encourage the State of Washington to help in any way they can to make our employees feel as though they belong and are an integral part of the system.

Added Value

Our company consistently goes beyond meeting the minimum standards to deliver exceptional value to the State of Washington. Through a highly selective recruitment process backed by behavioral analytics, we ensure only the most qualified and capable candidates are hired – significantly reducing turnover and improving service consistency. Our emphasis on recruiting diverse candidates strengthens our workforce and better reflects the communities and stakeholders we serve, promoting inclusivity and competence in every engagement. Our rigorous vetting procedures, multi-stage interviews, and extensive background investigations exceed industry standards and minimize hiring risks for the State.

Additionally, our commitment to ongoing employee development directly benefits the State. Our officers participate in regular continuing education programs, advanced training courses, and professional development opportunities designed to enhance performance, stay ahead of evolving security challenges, and ensure compliance with all State requirements. Our robust employee benefits program includes premium wages, healthcare, retirement savings, and performance incentives foster strong employee satisfaction and retention. This leads to a highly stable workforce, ensuring operational continuity, higher institutional knowledge, and reduced onboarding costs for projects.

By investing in our personnel, we deliver a level of professionalism, loyalty, and reliability that reduces service disruptions, elevates performance, and nurtures State long-term success.

REQ ID 4. Employee On-Boarding and Coverage. Available Points: 300

Employee On-Boarding and Coverage. The State is seeking to award contracts to bidders who have qualified personnel and sufficient staffing level (as employees or subcontractors) to support the State’s projects throughout the term of this Contract.

To meet the minimum acceptable standard [0%]: Bidder must provide the following policies and procedures for:

(a) employee onboarding process including employee expectations,

(b) employee planned and unplanned absences and coverage,

(c) additional training as required by the assigned worksite (agency or organization),

(d) coverage for rapid response assignments (services needed immediately or under 48 hours, or for assignments that are short in duration (less than one month), or for a short shift (less than six hours a day).

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state by providing additional value in employee onboarding, coverage, cross-training, backfilling, mentoring, training plans and training coordinators that exceed the minimum acceptable standard above.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

Response Limit: No greater than 5 pages. Begin response after divider line.

New Hire Orientation and Onboarding of New Employees

During orientation, we clearly set expectations regarding professional conduct, client service standards, attendance, appearance, incident reporting, communication protocols, and safety procedures. These expectations are reviewed in writing, discussed in orientation sessions, and reinforced through periodic evaluations and in refresher training.

All officers go through an extensive new hire orientation and training program. To begin with, each qualified applicant will participate in a two-day orientation session with our Washington State Certified Trainers.

Our orientation is a combination of company overview and policies, video examples, and workbook exercises. While designed to effectively impart information to the recruits, this training also aids the Operations Manager and Field Supervisors in the continuing evaluation of the candidates’ interests and abilities. This orientation course includes the following aspects:

Day 1: Onboarding and Orientation

• Administrative o Onboarding Paperwork

Washington State DOL Guard License Verification of Current License, Compliance Review Account Creation and Updating ADP / TrackTik Account Creation o Uniform Issue and Account Photo o State Security Guard Test o Company Security Assessment and Discussion

• Introduction to Company Supervisory Structure and 24-Hour Operation Support

• Establish Industry Expectations o Set industry expectations regarding working on jobsites primarily after hours and best practices on enforcing full divert policy / verbal confrontation. Discuss best practices on how to balance personal safety while maintaining engagement.

o Identify unauthorized activities considered outside security scope of work

• Incident Report Training #1: focus on writing narrative / timeline detailing and submitting report via email at the conclusion of orientation o Who: suspects, client representatives / agencies notified, witnesses, etc.

o What: objective versus subjective reporting, documentation of damages / injuries including pictures, etc.

o When: timeline / timestamps o Where: addresses / building numbers / client and tenant spaces, terrain / weather conditions, pictures of scenes, etc.

• TrackTik Patrols and Daily Reporting o Present mock post orders and lead candidates on a TrackTik tour of company HQ. Emphasize patrol techniques for penetration testing, watching for suspicious activity and signs of environmental hazards.

Day #2: Roles / Routine Duties of the Security Officer

• Classroom Based Training o Observe / Report / Deter – scenario-based training / role playing exercises Review of site Post Orders, completion of corresponding quizzes, and Q&A with dedicated supervisor

• Access Control Overview o Full Divert / Challenge Everyone / Client Authorization Requirements o Trust but Verify / Proof of Business / Tenant Spaces

• Expect for “The Big 3” Misconducts o Post Abandonment: expectations for awaiting relieving officer, receiving authorization from on-duty supervisor, etc.

o Excessive Distractibility: sleeping on the job, lounging with feet on client property, failure to notice individuals, etc.

o Attendance Policy Violations: No Call No Show, forthcoming reporting to on-duty supervisor regarding tardiness, etc.

• The Critical First and Last 15 Minutes of a Shift

• Customer Service in Security

• Visibility / Presentation

• Site Expectations

• TrackTik Patrol and Daily Report Expectations

• Basic Troubleshooting o Follow up protocol for circumstances / obstacles preventing security officers from completing routine duties and adhering to policies and procedures

• Report Writing Training o Live Exercise in conducting TrackTik Patrol and Daily Report

• Incident Report Training #2: present mock scenario and have candidates demonstrate understanding of immediate response protocol as well as follow up procedures (i.e., writing / submitting incident report via email, notifying on-duty supervisor) o Expectations of what constitutes an incident report (emergency services call / involvement, verbal trespass, etc.)

• De-Escalation o Classroom Training

Security Officer “Minimum Use of Force” Limitations and Guidelines Safety First / Polity but Firm Giving the individuals space / time when appropriate o Scenario Training The Approach: maintain distance, clearly identify and introduce yourself as security, and project voice Verbal Trespass / Move Along Strategies Basic Physical Response to Aggressive Behavior Response to Crime in Progress

At the conclusion of the orientation, all trainees must pass a detailed mastery test to complete the orientation course.

This type of in-depth training equips our security officers with the skills they need to prevent and respond appropriately to situations covered during this course. We believe this training provides clients with a five-tool security officer. Beyond our basic orientation classroom training, effective on-site training is absolute for security officers to perform beyond State’s and company standards.

Post Orientation Supplemental Training

After completion of the two-day orientation and training, all security officers are required to complete the supplemental online security training program. This next phase of training is designed to deepen the understanding of essential security procedures, reinforce key safety practices, and ensure compliance with both company policies and State’s requirements.

The online courses build upon the topics introduced during orientation and provide flexible, self-paced learning tailored to what deem necessary to maintaining a top-notch security team.

The program consists of the following courses and modules:

• Documentation and Report Writing

• Employee and Supervisor Anti-Harassment / Anti-Discrimination Training

• Patrol Techniques

• The Nature and Role of Private Security

The courses are tested, and certification is provided to management upon completion.

Site Specific Training

One of the most critical components of our training program involves customized on-the-job training. It is our goal to develop and implement a site training program which allows each security officer to be proficient in all post requirements. Our management will review the existing training program and develop a training program with coordination with each client representative. We will have detailed discussions with you to identify specific requirements and expectations regarding the performance of our security officers. In addition, a site survey allows our management to confidently detail security officer expectations through site knowledge and deep understanding. We will then translate those requirements, responsibilities, and duties into post orders, which serve a dual purpose:

1. To set the standard for security officer performance

2. To provide training guidelines for the State and Company to measure performance.

The CEO, Operations Managers, Business Development Manager, and others will work closely together to design the specific on-site training program. The key to success for us is the performance of our security officers. We need to give our security officers the proper tools to succeed. With our extensive technical experience along with our in-depth understanding of your facility, we can customize a security training program for you. All officers on-site will undergo the training program allowing ease of mind in exceeding your security goals.

Our site-specific training programs follow a structure like this, but we incorporate the contractual obligations detailed in the scope of work:

KNOWLEDGE POINTS Officer Duties

Starting Shift Signature Date

Pass down - Location, signing, reading, purpose, etc.

Shift change Key Inventory - Location & purpose, etc.

Daily Activity Report (DAR)

Customer Service

Greeting Investigate - Who, What, When, Where Why and How

Access Control

Access Authorizer List

Access Levels

Updating Check-In and Key Sign-Out Logs

Access Deactivation

Elevated Access Requests

Property

Site Layout

Reports

Daily Security Officer Reports Condition Reports

Incident Reports

We are committed to comprehensive training for all security personnel. Each officer assigned to a State of Washington contract will receive detailed security and site-specific training, as well as an annual training refresher, targeted at meeting all State security needs.

Annual Refresher and Continuous Training

We understand site-specific training is most important to security officer performance. We also recognize continuous and annual refresher training is just as important for building and maintaining necessary skills pertinent to maintain the State’s satisfaction. In addition to building skills, the refresher training will address contract requirements and other key important training aspects requiring attention on a semi-annual or annual basis. We are committed to developing a site-specific annual refresher training program to ensure security officer skills and performance remain current and beyond industry standards.

For our security officers to have the appropriate skills, we engaged an online security training company. This training aims to reinforce the basic skills acquired during boarding and on the job. The online courses are interactive and accessible 24/7. Lessons are completed at the student’s pace, but we can set deadlines for when they should be completed. Training classes are presented in short, stimulating bursts so that information is digested and remembered easily. We believe that this is the most valuable, less cumbersome way for our officers to get the knowledge they need to be successful. The courses covered include the following:

Sexual Harassment Report Writing Patrol Techniques Customer Service Communication (and its importance) Use of Force Public Relations (Community and Client) Role of the Security Officer Situation Response And many more…

In addition to our online based training, or in person annual refresher training program may include the following:

• Unarmed Security Refresher Training

• CPR/AED/First Aid

• Washington State Legal Changes

• Authority of Security Officers

• Emergency Procedures

• Service Agreements

• Customer Service

• Evaluation and Reflection

• New Work Rules

Through State collaboration, combined with our experienced trainers and managers; we will develop an annual training program for on-site security officers. The program will maintain accountability for excellent security services at all State contracts.

Should worksite-specific requirements change during the contract term, the management team will conduct refresher training and update post orders to ensure security officers remain compliant and effective.

Compliance Tracking

We utilize three systems in conjunction for compliance tracking:

1. On Site Training Matrix

2. Defencify Training – trusted personalized web based online training and,

3. TrackTik – our guard force management software.

All systems enable training and compliance requirements to be tracked at individual level and reported on. Our officers cannot be scheduled to your property without meeting the requirements defined in our systems.

Rapid Response and Short-Term Assignments

We maintain a dedicated Rapid Response Team capable of responding to urgent assignments needs within 48 hours or less. This team includes flex-officers, field supervisors, and part-time officers who are pre-trained and credentialed. For short term assignments (less than one month) or short-term assignments (less than six hours per day), we deploy these trained officers to ensure continuous service without disruption. Our systems (TrackTik, ADP, Defencify) allow us to immediately verify credentials, compliance, and schedule staff for rapid response assignments.

Immediate Unplanned Opening

In the event of an unexpected opening, Field Supervisors or Flex-Officers will fill the post until a qualified officer arrives and relieves them.

Future Scheduled Leave

All requests for leave must be submitted two weeks in advance for approval. These are then calendared to ensure future schedules are covered.

Reserve Flex-Staff

The following officers will be used to fill posts being temporarily held by Field Inspectors or for future openings created by scheduled leave.

• Off duty part-time staff currently assigned to the State of Washington contracts

• Off duty part-time staff assigned to other contracts but who have been approved, fully vetted, trained and credentialled per State of Washington requirements.

Risk Mitigation Approach

The State of Washington has an excellent security program in place. The key to risk mitigation in our assessment is therefore quality control to ensure that the security plan is followed without exception.

The four legs of quality control are:

• Staff Selection: Only the best personnel

• Training: Team members know what they are supposed to do and how to do it

• Supervision and Inspections: Performance is monitored and guided.

• Reporting and Metrics: Every aspect of performance is measured and tracked.

We believe reporting and metrics need to be transparent and immediately actionable.

To that end, we propose replacing paper and spreadsheets currently in use with the state-of-the-art security force management software we currently use by TrackTik®.

Electronic Monitoring and Reporting System by TrackTik®

We propose an electronic, real-time monitoring system that will document:

• Post arrival and departure times.

• Patrol start and end times, locations patrolled, and conditions observed.

• Daily activity and Incident Reporting

The TrackTik® Tour Guard System does not require any hardware to download information as it transmits like any mobile device and all software is in the cloud. The necessary equipment is simple:

• The system is Android, IOS, smartphone and tablet compatible.

• It supports barcodes, QR codes, NFC, and GPS checkpoints.

• No system installation or server maintenance is required.

The management information the TrackTik® system will make available to the State is:

• Accessible from anywhere the port representative can access the internet with a unique and secure log in and password.

• Access is instantaneous and without any delay (devices do not have to be physically brought in and downloaded as in older systems)

• Detailed and accurate patrol data is collected and viewable immediately.

• Real-time GPS tracking is available during an entire shift and tour.

• Our management and the port can easily access automated guard tour summaries with GPS tracks.

• The State of Washington has transparency to operations through real-time notifications of late, incomplete, or completed tours.

• Ability to access, review and analyze historical data for proactive safety and security decisions.

The TrackTik® system will also provide added value in terms of improved security officer access to needed information and the ability to generate more legible and complete reports incorporating media such as photographs. The system will provide:

• Site and contract-dedicated emergency contacts, posts and order of escalation

• Real-time acknowledgement of escalation

• Daily Activity Reports can be automatically generated with a list of all patrol checkpoints that an officer has completed

• Incident Reporting that enables generation of reports in the field, prompting required information and with the ability to include photos in reports

• Legible report results

• Actual report designs, formats and components are completely customizable per State preferences.

REQ ID 5. Incident Training and Implementation Available Points: 500 The State is seeking to award contracts to bidders who have qualified and prepared personnel to support the State’s projects throughout the term of this Contract.

To meet the minimum acceptable standard [0%]: Bidder must certify in Exhibit A – Bidder’s Certification that they meet all pre- and post- training requirements specified in by RCW 18.170 (see, e.g., RCW 18.170.105) and WAC 308-18 (see, e.g., WAC 308-18-300 and WAC 300-18-305).

Added value: In the written response, demonstrate added value to the state by exceeding the minimum acceptable standard above by demonstrating the following related training curricula, policy, and procedure (from assessing, to acting, to reporting), as well as prioritizing de-escalation training and tactics, for all of the following:

(a) Routine patrols.

(b) Front desk monitoring.

(c) First Amendment Auditors.

(d) Suspicious Person.

(e) Suspicious Package.

(f) Irate Customer.

(g) Medical emergencies (including overdoses).

(h) Engagement with the unhoused population.

(i) Armed Individuals.

(j) Domestic Violence/Abuse.

(k) Lost or Missing Child.

(l) Workplace violence.

(m) Theft or vandalism.

(n) Mental health disorders and mental health crises.

(o) Bomb threats.

(p) Emergency response.

(q) Electronic security systems.

(r) Anger management.

(s) Crisis intervention.

(t) First Aid/CPR/AED.

(u) Narcan administration and related training.

(v) Non-Lethal weapon safety and use of force (for Category 2 only).

(w) Firearm safety and use of force (for Category 3 only).

(x) Vehicle patrols (for Category 4: Vehicles only).

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

Response Limit: No greater than 10 pages. Begin response after divider line.

Exhibit A: Bidder’s Certification

Our company certifies compliance with all pre- and post-training requirements as specified by RCW 18.170 (e.g., RCW 18.170.105) and WAC 308-18 (e.g., WAC 308-18-300 and WAC 300-18-305), detailed in Exhibit A – Bidder’s Certification.

Training Curriculum, Policy, and Procedure

Our company is committed to exceeding the minimum training standards required by the State. We maintain a robust, evolving training program and strict operating procedures and protocols prioritizing public and officer safety, professionalism, and de-escalation tactics at every level of service. Our security officers undergo ongoing training and education, including classroom and online training based around specialized scenario-based training, quarterly and annual refreshers, and certifications that surpass industry standards and State mandates.

Routine Patrols

Our officers complete a minimum of 4 hours of initial patrol training accompanied by quarterly scenario-based exercises focused on patrol basics, preventing problems and situational awareness, types of patrols, best practices, extra caution, and non-violent intervention.

Modality:

• Classroom Based o New hire orientation (1-2 Hours) o On the Job Specific Training (1-2 Hours)

• Online Based https://app.leg.wa.gov/RCW/default.aspx?cite=18.170.105 https://app.leg.wa.gov/WAC/default.aspx?cite=308-18 https://app.leg.wa.gov/WAC/default.aspx?cite=308-18-300 https://app.leg.wa.gov/WAC/default.aspx?cite=308-18-305 o Patrol Techniques (2 Hours)

Reporting

• Officers are trained to act according to the site post orders and document all patrol activity with detailed reporting techniques utilizing the real time electronic monitoring and reporting system by TrackTik will document:

o Post arrival and departure times o Patrol start and end times, locations patrolled, and conditions observed o Daily activities and incident reporting o Provide added value in terms of improved security officer access to needed information and the ability to generate more legible and complete reports incorporating media such as photographs

Front Desk Monitoring

Front desk security officers are trained extensively in customer service best practices, access control policies and equipment, and threat recognition. Specific modules cover managing upset or disruptive visitors, maintaining calm demeanor, and engaging supervisors promptly when escalation indicators are observed.

Modality

• Classroom Based o Customer Service Class tailored for the State contracts to all personnel assigned prior to assignment.

Training will cover:

Communication Style

• When to make eye contact

• How to greet the public

• Common phrases to avoid (“no problem”) and phrases to use instead

Dealing with upset or difficult people

• How to understand emotions (empathy)

• Resolving issues assertively and effectively

Facility Knowledge

• Key locations, facilities and points of interest

• Providing effective directions

First Amendment Auditors

Recognizing the growing frequency…