A History of Commitment
Since day one, First Contact has had an entrenched training program that is a mandatory requirement for anyone wanting to work for the company.
The nature of the security industry places officers in potential Critical Situations every day, where the environment can change with practically no warning. This is a foreseeable risk that every security company is aware of, and one that First Contact will not leave to chance.
Educated staff are safer, more confident, and much more effective in the role.
There’s no reason not to train Your staff, only excuses.
Understanding the potential costs involved with achieving a formal qualification was outside the price range of most staff, First Contact established itself as a Registered Training Workplace, with the Skills Organisation (formally ETITO) and invested in our own qualified NZQA assessors.
The only Unit Standards we cannot train are First Aid. We engage with an external provider to deliver this training to all of our staff.
When the government introduced 3 Unit Standards as a mandatory minimum requirement to gain a full Certificate of Approval (CoA), we again invested in qualifying our own staff to deliver them.
First Contact is now the only security company in the country who is qualified to deliver this training to their personnel.
Available industry training vs. Government mandated requirements
The Skills Organisation provide the training material for the National Certificate in Security, to Level 3, at NO COST.
In 2010, the government set the minimum training required (3 unit standards) to get a full Certificate of Approval (CoA).
For some reason, courses like First Aid, Health & Safety, and Response to Emergencies (to name a few) were deemed not important. As such, a majority of security officers never get exposed to these critical tools.
494 Workplace health and safety
3271 Suppress fire with hand held extinguishers and fixed hose reels
21106 Law relevant to security personnel
21108 Personal and professional requirements of security personnel
26551 First Aid for life threatening conditions
26552 Knowledge of common first aid conditions and how to respond
27357 Interpersonal communication skills
27358 Personal risk management
27359 Response to emergencies
27360 Conflict management knowledge (on-line training)
27361 Conflict management (classroom based)
27362 Operational communication skills
27363 Observation skills and threat assessment
27364 Security industry in a pre-employment context
27365 Customer service
27367 Operational requirements in a security context
27368 Entry and exit control
6519 Protective security
6523 Respond to emergencies and critical situations
20595 Threat presented by terrorism
21109 Interaction with the legal system
21110 Operate electronic equipment
21737 Manage violence and personal safety
21738 Lawful use of force
21739 Manage security incidents, breaches, and suspects
Level 3 strands
6521 Site security
6525 Event security
6526 Retail security
Real World Training
Human beings learn differently
In the classroom
In the field
On the job
Some can take on information and apply it with ease, others will understand what is being taught and how it applies in the real world, however can’t express it in a classroom environment, and some will really struggle.
It’s easy to say it’s too hard. However when you make a true investment in the person, the results can be spectacular.
Our commitment to training has seen staff achieve their very first NZQA qualification and a new belief that they are not stupid and actually have something to contribute.
We believe effective training requires;
An environment that lends itself to learning
A structured program so staff can monitor their progress
Instructors who care enough to actively assess how staff are taking on information and adapt their delivery style to maximise results
Real world and simulated training environments
Setting the Standard
Small company, Massive Results
In 2014, with only Wellington based operations, First Contact trained 13% of the Level 2, and 8% of the Level 3 graduates in the NZQA National Certificate in Security.
To date, First Contact has trained nearly 500 security officers to their Level 3, National Certificate in Security.
Our staff work hard to achieve their qualifications, as such, we like to make a big deal of it.
Our Level 3 graduates receiving their National Certificate In Security (NCIS) caps and jackets
Award winning style
Congratulations to the winners of the 2019 New Zealand Security Awards
Sadly, not First Contact’s or Josh’s year. However it does reflect the quality and general improvements in attitude from the security industry.
We were nominated for;
- Outstanding Staff Retention/ Development Program
- Security Trainer of the Year - Josh Cleary
First Contact continues to set a standard that few others come close to.
Leading our commitment is Josh who delivers inspired training and support every week to our staff.
Our ethos is ‘Training is an investment in people, not a business expense’.
2011 - Training Workplace of the Year - First Contact
2012 - Trainee of the Year - Henry Lemalu
2012 - Gold Certificate for excellence in staff development - First Contact
2013 -Administrator of the Year - Stefanie Stonnell
2014 - Training Assessor of the Year - David Newman
2015 - Administrator of the Year - Darryl Stonnell
2018 - Trainee of the Year - Bruce Downs
2018 - Outstanding new product or service - JustRoster
Training for your personnel
‘The customer’s always right!’
Possibly The most de-powering statements ever muttered!
However, referenced by every customer that is unhappy, and drilled into the staff who have to deal with them.
It’s a statement that NO-ONE (even bosses) agree with, yet it still has legs. Why is that?
Simple. It’s a lazy statement feed to staff to exhort the delivery of better customer service absent of consequence.
In fact, all it does is set staff up for conflict, failure, and poor customer service delivery. The irony of the statement is it actually ends up costing the company more through loss of service, compensation, staff dissatisfaction, and resignation.
Why? It doesn’t allow for customer dishonest or ignorance of the environment.
If you want excellent customer service, set staff up for success by teaching these simple 4 steps;
What their job is, and how to do it - fully!
How to identify a disgruntled customer earlier
How to manage a disgruntled customer, and
The actual statement, ‘The Customer is always right ……. In their mind, it’s your job to identify and then bridge the gap between expectation and reality’.
Very few staff turn up for work in the morning with the intention of delivering poor customer services, however de-powered staff often have to face clients who believe they are right, and their employer doesn’t support them.
In the absence of skills to mange these environments, staff will resort to what they know best, and that can be a negative response.
Identifying where clients could become disgruntled and developing coping strategies for staff it not difficult. In fact it’s pretty simple.
If your customer received poor customer service from your employee, chances are, it’s something you have done.
Nearly all training we offer centers around conflict situations, how to prevent them from occurring, what to do when they do, and what to do after.
Any time staff are required to manage people and/or handle cash or merchandise, there is a foreseeable risk they will encounter some level of conflict at some stage.
Protecting your staff doesn’t only require effective training, but like all security, it requires the assessment of multiple factors.
First Contact offers a range of courses that we tailor to meet your businesses requirements, they include;
Armed Hold Up
Self Defense (Men & Women)
Risk Assessment Training
Investing in basic conflict management skills will result in a happier work force, happier clients, and a lot less stress for managers and employers.
You cannot expect every staff member to manage a situation like you would if you don’t train them.