Guaranteed 24/7 ULC Monitored Security Programs
Paladin is one of a select few security companies that operates its own 24-hour ULC-Listed Customer Service / Operations Centres. These state-of-the-art Ops Centres ensure security program integration by coordinating our various response protocols. Anytime, day or night, there are a minimum of 25 Customer Service Representatives on duty to serve our client and employee needs. Spread out over 5 Operations Centres located in Nanaimo, Vancouver, Calgary, Toronto and Halifax, our operatives effectively cover the country from coast to coast.
Using the most advanced computer systems available coupled with the most sophisticated scheduling software, all fully supported by redundant power supply systems, means Paladin has the ability to operate under the most adverse conditions imaginable.
Immediate Response When It Matters
For effective service delivery and support, our Operations Centres maintain a constant connection between emergent events at our client sites and highly trained professional staff. Below are five reasons why Paladin’s Operations Centres lead the industry:
1. The Most Advanced Technology
By embracing technology and continually striving to change with evolving infrastructure and modern solutions, Paladin is able to provide exceptional and innovative programs to our personnel and partners.
2. Pro-active & Strategic Scheduling
Our Officer’s skills and training levels are matched to suit the requirements of each site, and assignments align with each employee’s long-term career goals. This organization takes place while simultaneously planning for future events, as well as systematically tracking all applicable certifications/ requirements of our contracts to prevent any deficiencies in training.
3. Incident Tracking, Management, & Reporting
With transparent and robust reporting, Paladin provides the most comprehensive overviews and metrics on the market.
4. Superior Client Service & Customizable Programs
Surpassing all expectations of a “Security Command Centre,” Paladin’s Operations Centres have the ability, and desire, to evolve into tailor-made Call Centre/ Customer Service programs for our partners.
5. ULC-Listed & “Five-Diamond” Certified Central Station
The ability to meet and exceed the highest industry standards for Alarm Monitoring, with unmatched reliability across the industry, is proof of Paladin’s commitment towards excellence. Through these rigorous certifications, best practices are applied to all areas of our service delivery.
FAQs
What is a security operations centre?
A security operations centre is a centralized support hub that monitors communications, coordinates dispatch, tracks incidents, helps security teams respond to urgent issues, and maintains mobile vehicle safety. Paladin’s Operations Centre provides 24-hour coverage to support clients, security officers, mobile patrols, and emergency response needs.
What does Paladin’s Operations Centre do?
Paladin’s Operations Centre helps manage calls, alarms, incident tracking, ad-hoc coverage and dispatch requests, lone worker check-ins, and escalation procedures. It functions as a command centre for real-time communication between clients, security teams, supervisors, and mobile patrol units.
How does a 24-hour Operations Centre support security teams?
A 24-hour Operations Centre gives security teams continuous access to dispatch support, escalation guidance, incident documentation, and emergency coordination. This helps guards and patrol officers stay connected while giving clients greater confidence that support is available at any time. Paladin’s Operations Centre also provides specialized services such as remote video monitoring, maintenance requests and after-hours support for commercial properties.
Can an Operations Centre help with incident tracking and escalation?
Yes. An Operations Centre can help document incidents, track updates, notify supervisors, and escalate urgent issues according to client procedures. Paladin’s incident tracking processes help create a clear record of what happened, how it was handled, and what follow-up may be required.
How does the Operations Centre support emergency dispatch?
The Operations Centre supports emergency dispatch by receiving calls or alarms, assessing the information available, contacting the appropriate security personnel, and escalating to emergency services when required. AI integrations and command centre workflows can help improve visibility and coordination.
What types of incidents can a security Operations Centre manage?
A security Operations Centre can help manage alarms, access issues, safety concerns, trespassing, medical emergencies, lone worker check-ins, after-hours incidents, patrol requests, and client escalations. Paladin’s Operations Centre supports a wide range of security and operational scenarios. Additionally, our Operations Centres can assist mobile patrol officers with incidents regarding their vehicles.
How does an Operations Centre improve security response times?
An Operations Centre can improve response times by centralizing communication, coordinating dispatch, tracking incidents in real time, and ensuring the right people are notified quickly. The Operations Centre is staffed with trained personnel who regularly undergo mock emergency scenario training. With 24-hour coverage, Paladin’s Operations Centre helps security teams respond more consistently and efficiently.
We're Here to Help
At Paladin, we’ll take the time to understand the security challenges you face and help you develop an integrated program customized to address your individual situation, needs and budget. Contact us today for a free consultation.