24/7 Software Blog

You are the steward of safety at property.

Take a step back and ponder this responsibility, and then take a deep breath – because it’s big.

The safety of your customers, colleagues, boss, and every person who enters your property rests on your shoulders.

You’re constantly taking in overwhelming amounts of information.

From “do this,” to “do that,” you’re always faced with supplemental training in response to new policies or changes in industry policy.

Then, you’re tasked to train and monitor your team.

Are they doing everything they need or could be doing?

Do you sometimes feel like you have zero control over your operation?

How do you keep up?

How do you know what the best practices should be for your property?

2019 is the year you've committed to change.

You’re going to fight hard against the forces of the status quo.

You’ve embraced becoming a data-driven leader.

We like to hear that.

Empowering your staff with the ability to communicate effectively will give you the information to fully understand your operation.

It’s the only way to manage because now you’ll know what you’re managing!

You get it.

You want it.

You need it!

Any other day we’d tell you why it’s so important to institute best practices and then give you the how.

But today, we’re going to show you how to put your incident management infrastructure in place first.

Then, we’ll show you all the reasons why your new foundation will give you Proactive Operations, on so many levels.

Are you ready?

Let’s get started.

You’re tasked with being the steward of safety at your property.

Ponder that responsibility.

Now, take a deep breath – because it’s a big responsibility.

The security of your customers, co-workers, boss, and every single person who enters your property lies on your shoulders.

You’re always collecting and analyzing tons of information.

From do this, to do that, you’re always faced with supplemental training, new policies or changes in industry best practices, and then tasked to train and monitor your team.

Are they doing everything they need or could be doing?

How do you keep up with all that? How do you know what best practices should be in place for your property?

Don’t you sometimes feel like the tail of a wagging dog?

Let’s change that today.

Keep reading; we’re going to share three ways for you to be a successful steward of safety.

“Received call from a customer. Their elderly father claimed to have slipped on a wet spill near the men’s restroom at Section 112.”

You hear this over the radio as you walk into the operations center.

“How are we doing,” you ask your operations manager, Kristine.

She nods and continues her radio call.

“John, have you arrived on the scene,” she radios to one of your mobile supervisors, John.

A few minutes later he responds.

“Yes, I’m here, but no one else is.”

You look at Kristine and shake your head in frustration.

She’s frustrated too.

What’s happening here?

Are your teams ignoring calls?

Are they missing the calls because there is too much noise over the radio?

How are things getting overlooked?

What’s causing this inefficiency?

The confusion continues as your operations center team tries to get personnel to the location.

Five minutes go by…

Seven minutes.

Now, it has been 15 minutes.

“We’re all leaving now. We took care of everything,” John calls in.

“What do you mean we’re all leaving,” Kristine responds.

“Oh sorry, everyone arrived on the scene after we last spoke,” he replies.

You and Kristine furiously look at one another.

She doesn’t know what to say or whether it’s right to be mad at John.

He’s only trying to do his job.

But, that’s the thing: he can’t fully do his job, and neither can anyone else on your team.

You’re only relying on radios to operate your events.

So, things are going to get missed or put to the side it the heat of the moment.

There’s no structure beyond your operations center.

Keep reading; we’re going to explain why you need mobile apps to alter your course and enhance your property’s real-time communications capabilities.

Your experience in Proactive Operations got you the Director position at your new property.

It’s like any other event for your new team.

But, a whole new world for you.

It’s your shot to prove what you can do.

You were hired to make efficiency improvements.

So, you’re charged with employing Proactive Operations here.

But, you’re not sure what to expect today.

Sixty minutes before today’s event starts, calls begin coming in through the incident management system and radio.

You notice something unusual but wait a little longer to diagnose the issue.

More calls come in.

This property has many more incidents than your former property, but they use the same resources.

“Jim, we have a wet spill at…,” you hear over the radio.

Everyone is moving around the channels attempting to get some clarity.

You listen to the radio but are struggling to collect needed information.

“That’s the problem,” you exclaim.

You look at your new operations manager, Chris.

“This radio traffic is the problem,” you tell him.

“Radio is not enough, and we need to free up these radio channels for high priority conversations,” you continue.

“We have too many incidents to communicate and manage,” you continue.

But, you know what to do.

“We’re getting mobile apps,” you assert.

Is your incident management bogged down by the lack of proactive communication?

Then, it’s time to change your approach – and reap the benefits of mobile apps.

Your staff has been hired.

You have supervisors, managers, team leads, or all the above.

You have people that are professionally trained and ready to deliver a first-class experience for your customers.

Right?

On the other hand, there’s a good chance that’s not even close to being true.

How do you know the difference?

Are you able to adequately measure whether your team is ready or even able to execute your processes when it’s time?

Hard truth: you’re teaching your staff a lot of information just before they begin working a full shift.

They need to be able to protect your customers, your property, and anyone else.

That’s a huge responsibility.

Do you currently train them and then have the expectation that they’ll know what they’re doing or be able to wing it well enough for no one to notice the difference?

If so, you’re setting your operation up for disaster.

Here’s how:

Your staff cannot remember every aspect of your emergency management plan or protocols immediately following their training curriculum.

In fact, field-tested research shows that it takes someone about 20 hours of acting out a single skill before they’ve learned it enough to perform without assistance.

Even worse, they’re going to miss things in the heat of the moment.

What happens when you need them trained up for your next event tomorrow, or you’re short staffed and need a warm body to fill a role now?

Your staff’s inability to effectively execute protocols to handle according to your operational requirements is how your incident management might be broken.