Since 2001, Securitas USA has provided a wide range of services at two major Novartis Pharmaceuticals Corporation locations—the nearly 200-acre campus in East Hanover, NJ that encompasses 39 buildings and a major pharmaceutical manufacturing plant located in nearby Suffern, NY.
In addition to controlling access at gates and shipping/receiving docks, security duties include staffing visitor centers and reception areas, providing on-campus patrol and shuttle transportation services, and operating a central station at the East Hanover location. Emergency Service Officers also are on duty around the clock, serving as first responders in the event of medical, fire or hazardous materials incidents.
“Pharmaceutical companies deal with unique security considerations because of the various hazardous materials and controlled substances used in research and development,” says Tom Falotico, Novartis’ assistant director of security. “Issues we focus on include the security of our supply chain—from the time when we receive raw materials, through the manufacturing process and the shipping of products to our distribution centers.”
Team Effort
Both Novartis and Securitas USA understand the value of teamwork and frequent, on-going communications. Every two weeks, Falotico meets with Securitas USA managers to formally review security performance in the areas of staffing, training and account management.
“The meetings keep everything transparent and enable us to work together to quickly address security issues,” says Repsha, who headed Novartis’ investigations department until recently assuming his current position. “I’ve worked with many Securitas USA people over the years—experts in investigations and compliance, as well as in physical and technical security—and they all have been very accommodating and responsive.”
Falotico tracks security performance and completes a scorecard each month, rating the security team in areas including quality of officers, retention rates, and officer appearance. In the training area, ratings are given for quality of reports, post orders, safety awareness and response to incidents.
“One reason for our consistently high scorecard ratings is the proactive approach we take to staffing and training,” says Davis.
Recently implemented staffing initiatives include upgrading the receptionist program to better accommodate the more than 300 visitors to Novartis’ East Hanover and Suffern locations each day. All visitors are registered and badged at the Visitors’ Centers, which are staffed by specially trained Securitas USA receptionists who have experience in customer service. Fourteen receptionists work at the Visitors’ Centers and in the lobbies of major campus buildings.
“Securitas USA stepped up to the challenge of redefining the role and responsibilities of our receptionists,” says Repsha. “The first people that visitors interact with when they arrive are our receptionists, and they set the tone for the professional atmosphere we maintain here.”
In the training area, Gonzalez serves as an instructor and administrator of the on-going training all Securitas USA employees at Novartis receive. He leads classroom sessions and conducts several security audits each week to assess the response and performance of individual officers in specific situations.
Gonzalez uses Securitas USA’s proprietary Learning Management System software to document specific training courses completed by each officer, along with a schedule of additional training that is recommended for skills improvement or career advancement.
“Securitas USA does a good job of creating a career path for officers, based on their individual interests,” adds Repsha. “When people can see the way forward, it usually means that they are more engaged and perform well in every step toward their goal.”
Security Operation Center
Securitas USA responsibilities at the East Hanover campus include around-the-clock staffing of the Security Operation Center, where alarm monitoring, emergency dispatch and call center services are provided for all Novartis locations in the U.S. More than 60,000 reportable occurrences are handled by the Security Operation Center operators each month. Redundant systems and a mobile back-up command station are in place in the event of a power outage or other disruption.
“We want security operations to facilitate a good flow of business, not impede it, and that requires quality people who have the skills to do the job right,” adds Repsha. “Over the years, Securitas USA has helped us maintain a comprehensive, customer-focused security program that contributes to Novartis’ success.