Being part of an exclusive club - The Sunday Times 100 Best Small Companies 2016

This week I attended the annual Best Companies Awards in London, it’s an event that’s been running for over 15 years now, but is one that’s new to me and SoloProtect. We entered the process last year for the first time, and were delighted to receive notification of our place within the ‘Sunday Times 100 Best Small Companies to work for 2016’, just prior to Christmas.

I have to say I was thoroughly impressed with the event – from the choice of venue, location, content and audio-visual facilities, and the food & entertainment – all were considered and well delivered. Everyone had a great time.

SoloProtect remains a small company, but we’re pleased that we continue to develop and grow – growth in 2015 that saw us reach a size where we could get involved with Best Companies Awards for the first time. Most pleasing of all for me however, is that being involved in these awards is a direct indicator of how engaged a business’ workforce is.

SoloProtect is now in its 13^th year, and as we mature we’ve managed to find and develop a great team across all areas of the business in the UK – a process we’re now replicating into our European office. The entire process hinges on a survey that’s sent to all staff – across all departments and job roles. How staff respond is then assessed, and scored by Best Companies, in order to reach a final score that determines a final placing.

On Wednesday evening we were placed 85^th – a great first attempt – and now the target invariably moves onto thinking about what we can do to further engage our team to help us improve on that next year. I’m genuinely excited by some of the things we’re doing within the business – and I hope the staff are too. A key to our momentum in the last 12 months has been moving to a new UK Head Office, and building a brand new EN50518 compliant, Alarm Receiving Centre to service SoloProtect customers. This is central to our ongoing objective to deliver comprehensive lone worker protection and class-leading support to clients.

All of which depends on the engagement of our staff. So I’d like to formally thank them for getting us this far, and continue to ask them to help us drive our business forward.

Lone Worker Safety in the NHS – early adopters indeed, but there’s no time to be complacent:

Last week NHS Protect released the findings of a recent study into ‘Lone worker estate mapping’ – a report “carried out to define lone working in the NHS and to map potential risks of violence and aggression, taking into account both lone worker activities and the lone worker protection systems adopted by organisations on their own initiative or facilitated by NHS Protect through the framework agreements”.

The report was thorough, and wide-ranging and based upon data collected by over 2,000 stakeholders in the NHS, with over 700 commissioned services invited by NHS Protect to participate.

Clearly, it’s difficult to implement consistent policy and procedure across such a large number of lone workers – and the NHS framework agreement remains the largest single contract regarding provision of a lone worker solution in the UK.

The good news:
Well, SoloProtect’s Identicom device remains by far the most commonly used lone worker device in the NHS. Its ID badge form factor has always been popular in the sector, and that is emphasized by the fact that it remains three times more popularly used than other devices in the NHS (specifically by device volume) – with nearly 40% of NHS lone worker device users, having an Identicom.

This remains a matter close to my heart on a personal and professional level. With both friends and family having worked in the NHS and the job I’ve done for over 12 years now, I understand many of the risks to staff. Couple that with the five years we spent in getting Identicom to be a key part of the NHS framework agreement, and its implementation by partners and roll-out at trust-level, it’s clear that a lot of good work has been done. But there are always new challenges – and regarding some of those, we’ve only really started to scratch the surface.

Room for improvement:

Mobile phones continue to be issued to staff with a verbal abuse / attack risk. Given that mobiles are overt to use, and not necessarily less expensive that a dedicated lone worker device, I continue to be amazed by that fact. A wearable, discreet device like Identicom can be operated without having to break eye contact – a huge benefit where a tense social situation might be in progress. The ability to capture audio evidence is also much easier and less risky.

The report highlights there is ‘significant variation’ how lone worker protection is provided, across different sectors, regions and organisations’. This can make it difficult to gauge where particular issues (either organisationally, geographically or in terms of individual job role types) exist that suggest lone workers in that area require a particular or higher level of protection, and that a mechanism exists for that to be put in place.

Attacks on staff are falling, but only by a tiny margin, 14% and 28% of staff experienced physical violence or bullying respectively, from either a patient, a patient’s relative or a member of the public in the previous 12 months. Underreporting also remains a considerable issue with 33% of physical attacks not reported full stop.

A key concern mentioned is that of low usage – which is not an uncommon challenge for an employer implementing a lone worker solution to face. At SoloProtect we find client usage is generally high where evidence of all of the below exists:

o   A clear and well communicated lone worker policy, one that makes it very clear what is expected of the lone worker, managers and the board. Usage of the lone worker solution deployed should we written into the policy so that its use is mandatory.

o   Support from direct line managers with regular and open reporting of usage levels within the organisation. Often league tables are used to highlight those departments with high and with low usage.

o   Well trained users. Any supplier should provide initial training and then regular ongoing training for those who are low-users.

o   An encouragement from managers and senior execs to see dynamic risk assessment carried out before visits.

o   Praise for those staff who are regular or habitual users.

The lowest level of intention to improve lone worker protection is unsurprisingly found amongst organisation’s that currently have the lowest level of protection. Seems straightforward you might think, and it is, but it further highlights how an organisation is key to driving adoption attitudes – without proper support from management, and policy driving the culture – improvements in lone worker protection won’t be made, and neither will attitudes change. Until someone is attacked perhaps.

To download the report in full, please click below:

http://www.nhsbsa.nhs.uk/Documents/SecurityManagement/Lone_Worker_Estate_Mapping_Report_July_2015.pdf

A passionate investor

In late 2012, when writing up the list of requirements for what my shareholders at the time wanted from a new owner for Connexion2 (now SoloProtect), passion wasn’t likely to be at the top of their list. It was however, top of mine. You see, I had a strong belief that the rest of my career will be devoted to making lone workers feel safer and so I hoped that I might find a new buyer who would share my vision and passion. In Kings III, I achieved that goal…and more.

Since being acquired in May 2013, SoloProtect has flourished in so many ways, not just in terms of sales and market reach (SoloProtect is now available in six countries) but in its culture and its collective belief in what it is doing. Making a profit is of course very important to us (and we do!) but Kings III and its owners have helped me to realise that you can balance profit with high quality customer support and making sure staff are very well looked after. 

Our staff numbers in Europe have grown by about 30% since the acquisition and will grow further later this year when we open our own, EN50518 approved Alarm Receiving Centre. Overall, the business now employs 165 people.

Kings III and SoloProtect share a common set of values, with honesty, integrity, a heavy focus on customer value and passion running through all that we do. This ethos comes from the top but is instilled in all of our staff, in short, we care about what we do. Creating new jobs in the business is always a wonderful feeling for me but creating jobs that pay well and help challenge those that take up the role is even more rewarding. I like nothing more that embracing the change and ideas that come from a team that is filled with a belief in what they do.

Our Chairman and Owner, George Broady recently announced a desire to see all staff earn a minimum of $17 (approx. £11) an hour, far in excess of the UK’s acknowledge ‘living wage’ of £7.50. This plan will be in place from June 1^st 2015.

So on this, the 2^nd anniversary of the sale of SoloProtect to KingsIII I feel better than ever about the future for the business we are in and about the quality of support and service we can provide our customers with. The investment from Kings III, not just money but resource, knowledge and time is helping me and the European team fulfil the very long term objectives I’d like to see us achieve over the next ten to twenty years. It’s a great place to be and it simply wouldn’t be possible without us having found such a passionate investor.

ACPO taking first steps towards a policy change on how Police forces should respond to Lone Worker Alarms

Last month ACPO made its first moves towards what will eventually become a formal change in their guidelines to Police Forces’, regarding how they should respond to a situation escalated via a Lone Worker Device / Alarm. They are designed to ensure that all Lone Worker Alarms, and in turn any subsequent Police response, is appropriately categorised in order to resolve a situation efficiently and appropriately.

Current guidelines state that any BS8484 approved Lone Worker Solution enables the A.R.C. (Alarm Receiving Centre) Operator handling a ‘Red Alert’ to escalate to the Police via a U.R.N. (Unique Reference Number) in order to request a Level 1 response for the lone worker – put simply, an emergency only, priority level response, directly escalated to the relevant Police force (U.R.N.’s can only be issued to BS8484 compliant Alarm Receiving Centres that are also BS5979 Cat II compliant).

This level of response is naturally of great benefit to any lone worker requiring emergency assistance if they are in a situation involving violence, threatening behaviour that suggests imminent risk of assault, or if witnessing a serious criminal offence taking place.

However, after discussions with several Police Forces’, it has been clarified that a lone worker alarm relating to a less serious incident (a non-emergency in Police terms) – Shoplifting, A Drive-Off, Public order offences etc., should not be escalated to the Police via the U.R.N. system. This will instead be escalated by the Alarm Receiving Centre (nothing changes for the lone worker in this respect) using either a 999 or 101 call, as appropriate. 

This is to ensure best use of Police resources. False alarms raised through BS8484 approved Lone Worker Solutions have always been, and continue to be very low in comparison to other mechanisms that elicit a Police response. These changes should improve how appropriately Policed a ‘Red Alert’ is however. In short, these changes should promote a better working relationship between employers using BS8484 approved systems and the Police – ultimately ensuring a fit, proper and effective response when required.

Kenneth Meanwell of ACPO commented; “Making these changes and ensuring clarity on the changes has become important to both ACPO and the Police, as more and more lone worker solutions get deployed. We are pleased to see companies like Connexion2 taking the lead on communicating these important changes to existing and prospective customers”.

What does this mean for SoloProtect Customers?

As these changes are brought into effect, they will be communicated to each Police force in England, Wales and Northern Ireland. As such any ‘Red Alert’ raised via a SoloProtect issued, Identicom device or Identicom mobile application, is now subject to this policy. SoloProtect alarm operators have been briefed accordingly, and will be ensuring they escalate in order to work effectively and appropriately alongside the Police. A lone worker is not required to do anything differently – the Alarm Receiving Centre will continue to implement the escalation on their behalf.

Any lone worker using SoloProtect should see no difference in their service being provided, and all employers implementing SoloProtect should rest assured that all ‘Red Alerts’ are handled with the utmost care to ensure the best possible outcome for any situation.

If you are a SoloProtect customer and have any questions, please e-mail info@connexion2.com if you wish to discuss further.

www.SoloProtect.com

ACPO Scotland publish draft appendix on lone worker alarm systems

Its been rumoured for a while now but ACPO in Scotland have finally published a draft appendix for public consultation on how they propose to allocate alarm URNs* north of the border. Appendix V mirrors the policy that has been deployed in England & Wales for over 3 years now in that it calls for the lone worker device and the Supplier to be audited and approved against BS8484.

It also calls for the Alarm Receiving Centre (ARC) to be accredited to BS8484 and BS5979 Cat II. Only with these standards in place can an ARC apply to Scottish Forces for a URN, only with a URN will they be able to guarantee a level 1 Police response to an incident that warrants the involvement of the Police.

The public consultation period is open now but it is expected that the appendix along with a number of other Policy amendments will be ratified and made policy by the end of March 2013.

So what you might ask? Well, if you are responsible for the well being of lone workers in your organisation and you would like the Police to respond as quick as they are able to when there is an incident you should check with your lone worker solution provider that they have or plan to obtain accreditation to BS8484 as soon as possible.

If you are a lone worker in Scotland then you may want to ask your employer if they are aware of this important policy development.

All solutions delivered by Connexion2 are compliant with BS8484 (apart from our iPhone solution due to some restrictions that Apple have). If you want to know more then come and talk to us.

*URN - unique reference number. This number allows an ARC to circumnavigate the 999 call system thus speeding up the time from raising an alarm to when the Police will respond.

Proud to be British...

Our new 8 Series Identicoms have really helped me appreciate the benefit of designing and building our lone worker devices in the UK. Let me give you two examples what I mean:

1. Like all lone worker devices, the quality of audio from the device is paramount. Without good quality audio we risk not capturing decent evidence that can be used to support an action against an aggressor. With 8 Series though we now have a device capable of two way audio, configurable for certain scenarios. What I mean by that is if a user is faced with a verbally abusive aggressor  they probably wouldn't want their discreet device to start making audio calls back to them. However, in a 'man-down' situation, having a device through which an operator can provide reassurance back to the user is key. Having British designers, local manufacturing and a focus on using high quality components has helped us achieve a high quality solution like no other. Competitor devices, built to a price in the Far East don't appreciate these seemingly simply yet important aspects of lone worker device design.

2. Changing the firmware (software code) on an 8 Series device can be done wirelessly without bringing the Identicom back to base or to manufacturer. Its like upgrading your version of Windows without being tethered to your desk. As a design feature we wanted to achieve this so that users and employers end up with a solution that is future proofed to a degree. We have only been able to achieve this by deploying British designers and again with a focus on high quality components.

So keeping supply local means that Connexion2 is not only more fleet of foot in reacting to client demands but it enables us to remain focused on delivering quality, fit for purpose lone worker solutions.

Creative use of Identicom's new 'client definable keys'

The new Identicom 8 Series is creating some interesting new benefits for some clients. First and foremost its still the best lone worker device around but here's an example of how one client is looking to bring about further savings for their organisation.

This client is responsible for street cleaning in some of the UK's city centres, their deployment of Identicom has helped cleaners feel safer as well as providing a discreet alarm should they face verbal abuse or have an accident. However, whilst out and about they occasionally come across graffiti. Historically, they were asked to fill in a form stating what they have found and its location. This form was then hand passed to the right department when the worker returned to base. The process often broke down, either because the form wasn't completed or it was lost en-route. At best, it was a slow process and as such the risk of further graffiti appearing was high (the oft quoted 'broken window syndrome).

With the new Identicom Series 8 they are looking to use one of the client definable keys to replace the above paper process. A simple press of the button will send a request to a web based tracking platform that is time and date stamped and takes the current GPS position of where the graffiti is located. The process is much quicker and more simple for the street cleaner and ultimately results in a more timely response to dealing with the graffiti.

This is just one example of how innovative Connexion2 can be in working with a client to not only improve the safety of their lone workers but to deliver other operational benefits. The client definable keys are located on the Identicom 8 Series unit, hidden from regular view behind the user's ID card. Sliding the ID card to the side allows easy access.

If you'd like to see if we can help your organisation with a similar challenge then please click here.