2024-500-E-AMS-Sunstates Security-Security Guard Services FY24-25

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Confidential Prepared for Orange County North Carolina Quality It’s easy to get lost in the details of compliance, but the Sunstates Security quality assurance team keeps us on track, maintaining an unwavering focus on our determination to always put “service first.” The guiding wisdom behind the approach is this: keep it simple. We haven’t bogged our people down in paperwork and minutiae; rather, we have empowered them with tools and processes that support our “service first” imperative. Each of the management checks described in the previous section has a corresponding quality balance, as explained on the following pages. Quality Balances Several Site Inspections Every Month This particular quality balance is unique in that it is also a management check. As explained in the Management section, we dispatch a variety of managers and executives to each site every month. The visiting managers conduct several inspections every month at every site. In any given month, many or all of the individuals below visit every Sunstates site one or more times. • The Site Supervisor or Site Manager; • The Account Manager; • The Regional Director; • The Regional Manager; • The Vice President of Quality Assurance & Training; • The Corporate Training Director; • The Chief Operating Officer; and • The Chief Executive Officer. The sheer quantity of visits, and the variety of managers visiting, builds the quality balance directly into these management checks. If one manager’s inspection calls for corrective action, the next manager’s inspection “proofs” that corrective action has indeed taken place. If one manager visits during a weekday shift, another manager “proofs” performance consistency across shifts by visiting in the evening or on the weekend. Docusign Envelope ID: 08873B1B-BC4C-44E2-88E7-6F159AB20086