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Corporate Office
Branch Office
Planned Office
PROVIDING EXCEPTIONAL CUSTOMER SERVICE: Are You Up for the Challenge?
EMPLOYEE OF THE YEAR: Living Out Our Core Values
AUTHENTICITY IN A FAMILY BUSINESS: Whelan’s Secret Sauce
EMPLOYEE ACCOLADES: Making a Difference
A P U B L I C AT I O N O F W H E L A N S E C U R I T YV O L U M E T H R E E | 2 0 1 3
If you are aware of unethical, illegal, unsafe or inappropriate behavior at one of our offices or accounts, please contact your supervisor, local branch office or corporate office (1-888-4WHELAN) or report your concern through Reportline, an anonymous employee hotline service. Employees can contact Reportline 24 hours a day, 7 days a
week, at 1-866-614-2758 or online at:
www.reportlineweb.com/WhelanSecurity
It takes teamwork to protect our company and our customers against unethical, illegal and unsafe acts. No one can do the job alone - but we can each do our part.
1699 South hanley Road, Suite 350Saint louiS, MiSSouRi 63144
1-888-4Whelan | www.whelanseCurity.COmWhat do you think about VALUES? Please submit your feedback or suggestions to [email protected]
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tms emPlOyee PriDe PieCe Or wOrKPlaCe ViOlenCe PieCe
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In addition to premium security services, Whelan’s Event
Services Division provides a full array of event-staffing and
crowd-management services including ushers, ticket takers,
crowd control professionals, guest services and parking
attendants for special events including major sporting events,
concerts, conferences, conventions and more.
Whelan’s Event Services Division was started in 2009 and the
current portfolio already includes the National Football League’s
Minnesota Vikings (and the Hubert H. Humphrey Metrodome),
Major League Baseball’s St. Louis Cardinals (and Busch Stadium)
and all events hosted at the University of Iowa (home of the
NCAA Division I Hawkeyes). In addition, Whelan has provided
event-staffing services to major events including the MLB World
Series, MLB All Star Games, NCAA Final Four Basketball
Tournaments, Super Bowls, PGA Championships, American
Express Championships, LPGA Tournaments, the Republican
and Democratic National Conventions, Presidential Debates
and more. Whelan is also a proud member of the Stadium
Managers Association and the International Association of
Venue Managers.
As a result of our growing reputation in this market segment,
we were pleased to add The Cincinnati Bengals and Paul Brown
Stadium as well as The Kansas City Chiefs and Arrowhead
Stadium to our Event Services portfolio.
During the summer of 2012, Whelan began providing event
staffing and security services to Paul Brown Stadium in
Cincinnati, Ohio. Our team of over 600 employees provided
event staffing and security for Cincinnati Bengals football
games, the Kenny Chesney “Brothers of the Sun” concert tour,
Macy’s Music Festival and other special events at the stadium.
Whelan continues to provide ushers, field security, premium
space staff, security escorts, media security, roving security,
disabled assistance team, supervisors, and administrative
staff throughout the stadium.
Whelan is also pleased to have been named the exclusive
provider of event security services at Arrowhead Stadium
in Kansas City, Missouri. Whelan is currently in the process
of hiring more than 400 new employees to work as gate
screeners, field security, premium space security personnel,
security escorts, media security, roving security and crowd
management teams, supervisors and administrative staff for
all events held at Arrowhead Stadium.
For more information about Event Services employment
opportunities or additional program details, please contact
Jeff Spoerndle, Director of Special Services, at
[email protected] or (651) 400-7040.
eVent serViCes: exciting neW PaRtneRShiPS With the cincinnati BengalS and the KanSaS city chiefS
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To our valued employees:
YOU are important to us. So much so that we genuinely want
to know how we are serving you as your employer. The best
indicator of how we are doing can be found in the answer to
the following question – “how likely are YOU to refer Whelan
Security as a place to work to others?” In fact, it is so important
for us to know the answer, we gave all of you the opportunity
to respond to that question (along with 14 other “employee
engagement” questions) in our annual employee opinion
survey that we sent out in November and repeat each year
around that same time.
Employee satisfaction is far more important to Whelan than
some of the more traditional statistics that companies track
to indicate how they are performing. Why? Because YOU are
our product. Without YOU, we have no company. With YOU,
we can continue climbing the mountain as the next great
security company in the industry.
For now, here are some of those more traditional statistics.
2012 was another successful year for Whelan. We eclipsed the
5,000 employee milestone. Working closely with all of you, we
added another 100+ client partners to our portfolio. With a 47%
growth rate over the last three years, we were named to the
Inc. 5000 list of America’s Fastest Growing Private Companies
for the fifth consecutive year, a feat only accomplished by
a handful of companies. And, we are now ranked as one of the
10 largest contract security firms in America.
As nice as it is to report that news, our greatest pride remains in
our people – in YOU. Despite the tough economic times we have
faced in this country in recent years, we have stood the test of
time together. We braved an economic recession collectively and
continued to soar to new heights. There is strength in numbers,
and we appreciate each of the 5,000 plus proud individuals who
wear the Whelan uniform each day. We are incredibly proud of
the Whelan Team, and we appreciate each and every one of YOU!
“YOU are important to us... without YOU, we have no
company. With YOU, we can continue to climb the mountain
as the next great security company in the industry.”
Prentice Robertson, Chief Operating Officer
INSIDE FRONT COVER INSIDE BACK COVER
Prentice Robertson, Chief Operating Officer
PAGE 7
PAGE 12
PAGE 20
PAGE 243
4Exceptional Customer Service
Means Exceptional Customer Experience
7Employee Accolades:Employee of the Year
10Employee Accolades:
Anniversaries & Awards
11Employee Accolades: Making a Difference
12Client Profile:
eBay
14Client Profile:
Texas Instruments
16The Power of Authenticity
in a Family Business
18Client Profile:
Commerce Bank
20Client Profile:
600 West Chicago
22Employee Benefits:
An Investment in Great People
24 Client Profile:City Utilities
26 Whelan Special
Services Division: A Year in Review
Featured on the cover is Security Officer Jennifer Arellano, assigned to Texas Instruments in Dallas, Texas.
BY PREnTICE ROBERTSOn
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Did you know that there is a Customer Service Hall of Fame with
the top companies ranked every year on just customer service?
What companies first come to mind when you think about outstanding
customer service? As a result of the Give ‘em the Pickle customer
service training program taught to all of our employees during the
on-boarding process at Whelan, chances are strong that one of those
companies might be Farrell’s Ice Cream Parlour and Restaurant—
a 155 store restaurant chain started by Bob Farrell and purchased
by the Marriott Corporation, the parent company of The Ritz-Carlton
Hotels. However, many of us would also single out companies like
Southwest Airlines, Chick-fil-A, Enterprise Rent-A-Car, Disney,
Nordstrom, or even The Ritz-Carlton, all of which are companies
often showcased in articles or news stories about the subject.
Each of these companies have unique cultures and there is something
special about the people who work for those organizations. Now, I’ll
be the first to admit that I love the taste of a Chick-fil-A sandwich,
appreciate the fact that my bags fly free on Southwest Airlines (as
I travel to our various branch offices across the country), and can
think of no greater thrill ride than Space Mountain, but those are not
the reasons I continually go back to companies like those previously
mentioned. The reason I go back time and time again is the people.
Organizations such as these pride themselves on selecting great
employees who always have a smile on their face, a positive attitude
and always put the customer first.
ExCEPTIOnAl CUSTOMER SERvICE MEAnS ExcEpTIonal cusTomEr ExpErIEncE
By Prentice Robertson
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In A RECEnT SURvEY OF OUR CUSTOMERS, WE WERE TOlD ThE RESPOnSIvEnESS, qUAlITY AnD FlExIBIlITY oF our EmployEEs wErE ThE ThrEE ThIngs ThEy mosT lIkED abouT parTnErIng wITh whElan.
If you work in a branch or at an account at which we have
utilized instructors from The Ritz-Carlton Leadership Center
to teach one of their various customer service training
seminars, you know that their employees, whether hotel
manager or housekeeper, always respond to guests with
a big smile and a common phrase – “our pleasure” – as part of
their “legendary customer service.” The same statement will
come out of the mouth of every Chick-fil-A employee upon
completion of an interaction at the counter or the drive-
through window, and you can usually tell that it sincerely
is their pleasure to serve you. Nordstrom is also famous
for their customer service, and their employees never wait
behind the cash register to ring up items, but will rather help
shoppers put together outfits that fit their style just right.
Renting a car at Enterprise? Not only will they pick you up
wherever you are, but the young man or woman who rents
you a car will also be impeccably dressed and extremely
professional and courteous. Flying on Southwest, you
probably won’t take off or land without hearing a slightly
off-key song sung by one of the happy flight attendants.
And everyone is familiar with the magic of Disney – made
possible by its people who are known as “imagineers!”
In a recent survey of our customers, we were told the
responsiveness, quality and flexibility of our employees
were the three things they most liked about partnering
with Whelan. Notice that none of those attributes are tied
specifically to security services, but tied to people. People
do business with people. In the case of our company, you
are our product. You represent Whelan and our clients, and
your professionalism, attitude and customer service make
the difference between great service and poor service. In
a business as competitive as the security industry, we can
distance ourselves from our competitors with customer
service that provides a better customer experience. Every
day we should ask ourselves the question: Why should
someone do business with Whelan instead of another
security provider? The answer should always be because
of the world-class customer service provided by our people.
In the aforementioned Give ‘em the Pickle video that most of
you watched when you joined Whelan, Bob Farrell shared
a great definition of customer service that goes like this:
“Ordinary people doing ordinary things extraordinarily well.”
This is very true, and when ordinary people do the ordinary
things like greeting a customer with a smile, solving
a problem for a customer with a real sense of urgency,
or going the extra mile to help someone, they provide an
extraordinary customer experience that will be
remembered. That is precisely who we want to be at
Whelan Security. So I am issuing the following challenge:
Continued on page 6
46
In situations where someone approaches you with a
question or request, ask the phrase “how can I help you
today?” If their request is a standard request that you can
fulfill, respond quickly and confidently with the answer
(i.e. location directions, providing a visitor badge,
explanation of procedure, etc). If they are asking for you
to do something that is not in compliance with building or
property rules as stated in your post orders, address it in a
kind and patient manner.
Please welcome all guests, tenants, employees, residents,
visitors or patrons who arrive at your property with a warm
and sincere greeting. A warm and sincere greeting should
always include a “good morning, afternoon or evening.”
Make the patron feel welcome by looking them in the eye and
acknowledging their presence with a warm smile. If you
know the person by name, refer to them specifically by name.
At the completion of Step 1 during a passing interaction, or the
completion of Step 2 after fulfilling a need, offer the patron a
fond farewell by saying “have a great day or evening” and
respond to expressions of gratitude for your help with the
words “my pleasure!” If an opportunity arises, hold doors
open for the arriving or exiting guest.
My challenge to all Whelan personnel is to deliver this
customer service approach consistently with a smile,
eye contact and confidence EVERY SINGLE TIME!
Just like Enterprise, Chick-fil-A, Southwest, Disney,
Nordstrom and The Ritz-Carlton, the common thread
at Whelan is exceptional customer service leading to
exceptional customer experience!
STEP 1 WARM & SInCERE GREETInG
STEP 3 FOnD FAREWEll
WhElAn CUSTOMER SERvICE ChAllEnGE I would like to challenge all current Whelan employees with the same challenge that will be given to all new hires this year in our Welcome to Whelan Orientation. If we can all live up to this challenge consistently during all customer service interactions, we will truly take our service to world-class levels. When you greet a customer (think about everyone as a customer), follow the 3 Steps of Consistent Service:
STEP 2 FUlFIllMEnT OF nEEDS
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Security Officer George Thompson, 2012 Employee of the year
George Thompson is one in a million. If you don’t believe it,
just ask the employees of the American Red Cross facility that he
proudly and selflessly serves as a security officer in Columbus, Ohio.
When George received both an Officer of the Month Award and
Making a Difference Award in 2012 and the Red Cross staff heard
that he was being considered for our prestigious Whelan Security
Employee of the Year Award, they came out of the woodwork to sing
George’s praises with email after email advocating on his behalf.
Here were just a few of the comments they made:
“I look forward to having George escort me to the building because I know he will get my day off to a good start with his contagious personality and smile.”
“George has always treated me with the utmost respect; from his morning greeting to his afternoon goodbyes. Going the extra mile is part of his character not part of his job.”
“George always exhibits excellent customer service and a true commitment to my safety and well being.”
“He makes me want to come into work in the morning just to get a ride with him!”
“We love George and I can say ‘we’ because I sit at the front desk and every day employees come in and talk about how much he always makes them smile, or they come in laughing at something he has said. George is one in a million and is definitely a gold star in our family.”
EMPlOYEE ACCOlADES: EMPlOYEE OF ThE YEAR
Continued on page 8
66
EMPlOYEE BEnEFITS (EAP, RAPORTlInE, OThER?) OR WORKPlACE vIOlEnCE PIECE TMS EMPlOYEE PRIDE PIECE OR WORKPlACE vIOlEnCE PIECE
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Comments such as those made it easy for the local Whelan branch
team in the Ohio/Kentucky region to nominate George for the
Employee of the Year Award with these words: “George Thompson
is an officer who personifies all ten of Whelan’s core values. His
positive attitude and compassionate way make him known and
loved by all with whom he comes in contact.” Endorsements such
as those given by the Red Cross employees and nominations such as
the one submitted by the local branch office, characterize the spirit
of the Whelan Security Employee of the Year Award. In earning
this award, an employee of Whelan is selected from a pool of all
of our Officers of the Month/Year across all branch offices who
best exemplify our core values. While we recognize many officers
for acts of heroism through our “Making a Difference” recognition
program, this award is bestowed upon the employee who most
consistently delivers world-class service to our customers and who
most consistently displays exceptional values in their work and in
their life over an extended period of time.
So it is with great pleasure that we introduce you to the man who
so many people appreciate and love and who was selected as the
2012 Employee of the Year out of over 5,000 fellow employees and
peers at Whelan Security. George Thompson has lived all 52 years
of his life with a passion for something that was instilled in him as
a little boy growing up in the Good Samaritan Baptist Church in
Columbus —Do unto others, as you would have them do unto you.
His mother taught him, his brother and two sisters to always be
respectful to everyone, no matter what walk of life they come from.
These principles of treating others with respect, that he learned at
home and church during his early childhood years, were reinforced
during his years in the Boy Scouts and then serving his country
in the United States Army. Serving others has been a lifetime
calling for George.
Professionally, he continued his career after the military
by working for many years in security for THE Ohio State
University (yes, George is a Buckeye fan) followed by a lengthy
tenure working for the City of Columbus as an Ambassador for the
Capital Crossroads Program, literally and figuratively keeping the
streets of Columbus clean through neighborhood protection, driving
a street-sweeping machine, bike patrol and his favorite thing to
do—helping people with safety measures and directions to local
restaurants, hotels, shops and events. No matter what George’s task
was, he always did it with a smile on his face and has continued to
do so for us during his two years serving the American Red Cross for
Whelan Security. What better client for George to provide service—
the man who loves serving and helping people working for a client
whose very mission is to serve and to help people?
77
TMS EMPlOYEE PRIDE PIECE OR WORKPlACE vIOlEnCE PIECE
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9
“GOInG ThE ExTRA MIlE IS PART OF hIS ChARACTER, nOT PART OF hIS JOB.” – amErIcan rED cross EmployEE
During a ceremony honoring George in late March—where
he was presented with a leather-bound certificate, monetary
reward and the Warrior’s Sword of the Templar Knight
symbolic of being the Employee of the Year—he gave a
genuine and heartfelt speech where he told a room full of
Whelan and Red Cross management that we were his family
and he would do anything for us. The tears of pride streaming
down his face certainly showed us how much he meant it,
tears that were reciprocated by most of the people in the
room. However, there is something greater that drives George
to do what he does—it is his six children ranging in age from
15 to 24. He boasts about one daughter who is studying to be
a doctor, another one who has given him two granddaughters
as a stay-at-home mom and the other four who are all in
school—including his 15-year-old daughter who George says
is 15 going on 30! Nothing made him more proud than to go
home and show off the Templar Knight Warrior Sword to his
kids as an example of how to work hard and serve well.
While his family and his job come first and second, most
weekends you will find George watching sports (his favorite
sport is basketball), playing his favorite musical instrument
(the trumpet) or maybe bowling a game down at the local
alley. But George’s number one hobby will always be serving
others, doing unto others the way you would have them do
unto you, treating others with respect and showing us all
how to live life to the fullest. This is who he is and why he
is such a worthy recipient of the Templar Knight Warrior
Sword and honor as the Whelan Security Employee of
the Year—and we are all better for knowing him as our
colleague and friend.
10
20 YEARS
Dennis Marshall, st. louis
15 YEARS
Carl hill, st. louisSteve McBride, kansas cityGil Weingart, st. louis
10 YEARS
Kanesha Akins, st. louisTodd Bennett, st. louisDorothy Cassidy, kansas cityWilliam Clark, st. louisEd Coleman, kansas cityJoseph Gribat, st. louisJohn hannahan III, kansas cityPamjernicki hicks, st. louis Ronald hollis, st. louisWilliam Ivy, kansas cityDavid Justice, DallasRonald Kottkamp, st. louisRichard Kumbe, st. louisThomas lang, kansas cityRicky Maltbia, kansas cityDoris Mansker, st. louisDonald McCoy, kansas cityEmmanual Obiesie, kansas cityDavid Ottomeyer, st. louisSandra Pruitt, st. louisJuliana Rakers, st. louisquiana Rogers, st. louisTracy Schnieders, corporatelawrence Scott, st. louisJason Shapiro, st. louisYvonne Sims, st. louisAlice Stuhr, kansas cityTondala vaughn, st. louisMichael Warren, st. louisCarolyn Wolf, st. louis
5 YEARS
Timothy Adewale, DallasAbunoh Akwe, mid-atlanticEric Alexander, louisianaMoneva Alexander, chicagolarry Anderson, DallasThomas Atwood, DallasJohn Baran, chicagoneovias Barber, mississippiMichael Barker, chicagoBilly Barris, chicagolarry Bass, st. louisAndre Baux, chicagoBeatrice Beal, chicagoTajuana Beasley, chicagoEdward Becker, st. louisRobert Beyer, mid-atlanticRonnie Blakley, DenverChristine Bowman, chicagoBruce Michael Brengle Sr., mid-atlantic
Kory Briggs, DallasDoris Brown, chicagoMelanie Brown, kansas cityvanessa Bryant, DallasRoberta Bullman, st. louisJohn Byrne, kansas cityAnthony Byrth, st. louisFreddie Cain, minnesota Desmond Campbell, chicagoOlen Cannon, Dallas
Terry Cannon Jr., st. louisChristie Carreras, DenverMichael Carter, mississippiTabitha Carter, TennesseeClyde Chance, chicagoSteven Crawford, chicagoClive Chinzou, Dallasquentella Clay, st. louisCleo Clemons Jr., st. louisRobert Coke, st. louisEsteban Contreras, austinTommy Copeland, oklahomaAneba Costa, minnesotaMary Courts, houstonTeresa Cox, TennesseeJoshua Craft, Detroitlarry Crider, st. louisvictor De la Garza, chicagoAdam Deflorin, minnesotaJimmie Dempsey Jr., kansas cityRobert Devore, chicagoJohn DeWeese, st. louisTina Dilworth, Dallaslawrence Dorsey, Dallaslarry Dossett, Dallasvanita Dozier-Caddell, DetroitJack Dumas, DallasChristopher Durand, minnesotaPaul Ealey, chicagoWayne Elo, minnesota Enrique Espinoza, DallasSandra Evans, chicagoGary Fleming, oklahomaPhillip Floyd, kansas cityRaymond Ford, chicagoRoberta Foster, chicagoDavid Garrett, DallasSamuel Gathui, DallasRandy Gischer, st. louisJesse Godley, chicagolech Golinski, chicagoBrian Golliday, chicagoDoroteo Gonzalez, chicagoBrian Grinstead, chicagoGary Grogan, houstonMinerva Gulley, chicagoAlford hamilton, DallasStephen hammond, chicagoStanley hampton, st. louisCurtis hanssen, minnesotaRobert harden, DallasMaurice harper, chicagoWillie harris, st. louisThomas hayden, mid-atlanticKelvin hearns, chicagoPete henderson, minnesotaFrederick hill, chicagoMargaret hill, austinRuth huddleston, chicagoPeter hudgens, chicagoConnie Irvin, chicagoDaryl Ivy, chicagoEdward Jackson II, DallasJackie Jackson, chicagoSyed Jaffri, mid-atlanticShelly James, chicagoAnthony Jenkins, kansas city vera Jenkins, chicagoCraig Johnson, chicagoDenise Johnson, st. louis
herbert Johnson, chicagoJeanene Johnson, chicagoMarie Johnson, chicagoRobert Johnson, chicagoRoy Johnson, DallasWilbert Johnson, chicagoKeven Johnson-Glassel, minnesota Rick Jones, DallasErica Jordan, chicagoAdrian Kahle, st. louisCharles Kelly, st. louisAaron Kimbriel, arkansasClifton King, chicagoRicky Knowles, minnesotaMisty ladd, arkansasAdrian latham, DallasMelissa leflore, chicagoSteve lisle, minnesotaAustin loeffler, corporateCarmen loggins, louisianaEthan lor, minnesota Kodjo loumon, mid-atlanticGary lund, DallasFrancesca lyons, st. louisBetty Maddox, chicagoPamela Malcolm, minnesotaFrancisco Maldonado, DallasChad Malone, DallasCharlie Manning, DallasRex Manninger, st. louisAimee Mariette, minnesota Bert Marshall, DallasFrank Marusa, TennesseeDiane Maschhoff, st. louisAndrew Mason, chicagoFrank Matlock Jr., kansas cityBrian Max, st. louisBryan McManemy, st. louisMichael McSherry, minnesotaRobert Melton, DallasMiguel Menchaca, chicagoMyron Miller, st. louisAugust Mueller, minnesotaKenneth Modglin, DallasRichard Morales, Dallasvictor Morales, chicagoSamuel Morris, DenverTammye Morris, chicagoCarol Morrison, st. louisSoua Moua, minnesotaEdgar Mueller, chicagolaura Muir, st. louisOmar Mullis, austinDavid Myrick, st. louisRobert neckar, houstonEddie neff, DallasSteven nelson, minnesota Melody nichols, chicagoRichard nordgaard, minnesota Eric nunez, chicagoShawn Oakley, chicagoAlex Okorie, VirginiaWalter O’tey, chicagoEric Owens, chicagonathan Pace, DallasRicky Parks, oklahomaChris Payson, minnesotaRaymond Perez, chicagoPaul Perrine, st. louisMichael Petersen, kansas city
Andrea Pinkney Green, chicagoDaroyal Price, DallasDorothy Probst, minnesota James quick, st. louisJames quinn, minnesotaRobert Rader, kansas cityRobert Rakers, chicagoPaul Randall, Dallasluis Rey, El pasoAlexis Rivera, DenverAnthony Robinson, louisianaSocorro Roldan, chicagoRebecca Rost, chicagoJanice Rust, st. louisSamuel Sams II, chicagoEdiberto Santiago, chicagoWayne Saunders, DallasWilliam Schmidt, DallasJohn Schmit, chicagoArtur Shero, chicagoMelvin Shoats, kansas cityMark Shunick, chicagoRobert Simmons, chicagoTerry Simpson, houstonTommy Simpson, houstonSatwinder Singh, mid-atlanticBirdie Smith, st. louisCameron Smith, houstonSusan Smith, corporateTerence Smith, st. louisvashti Smith, chicagoleroy Snyder, minnesotaJames Sorden, st. louisRichard Sparks, chicagoGabriel Stevens, mississippil’sasha Sutton, mississippiAndrew Swartz, minnesotaJeffery Thomas, louisianaGene Thompson, kansas cityMaxine Thorndike, minnesotahaley Todd, TennesseeTimmy Troxell, oklahomaAnthony Tschida, minnesotaKiyon Tucker, st. louisBruno valera, austinWilliam vishy Jr., st. louisCarlos vowell, arkansasTuan vu, minnesota Michael Wallin, chicagoMarta Waters, chicagoAdrian Webb, chicagoSamuel Weller, chicagoDanielle Whitaker, chicagoCelester Whittaker III, st. louisGerry Wilkerson, DenverJanice Williams, kansas cityMarques Williams, DenverSandra Williams, chicagoJames Wonzo, DallasDarlene Woods, st. louisJames Woods Jr., chicagoMichael Wright, chicagoSileshe Wubshet, minnesotaCharles Wynne, chicagoCheng xiong, minnesotaDeborah Young, chicagoMichael Young, DenverOliver Ziegenhagen, minnesota Kevin Zink, chicago
Whelan proudly recognizes the
following recipients of our
Officer of the Year award.
OFFICERS OF ThE YEAR
Keith Bright albuquerque
Sandra Benallyarizona
William Pledger arkansas
Michael Cowles austin
vera McKenziecalifornia - northern
Andrew Silva california - southern
Gloria hall chicago
Brenda Smith Dallas
Gary hyattDenver
Dan vandame Detroit
Ruth MiltonEl paso
Steven Pilling houston
Wes Bowen kansas city
Edward Ducrelouisiana
Pashawnda Taylormid-atlantic
Scott Kojetinminnesota
nicholas Giancolaohio
Craig Smith oklahoma
Antoinette Gilbert st. louis
Randy Grogan Tennessee
Gregory hansonwisconsin
WhElAn WOUlD lIKE TO COnGRATUlATE ThE FOllOWInG InDIvIDUAlS WhO CElEBRATED MIlESTOnE AnnIvERSARIES WITh ThE COMPAnY ThROUGhOUT 2012
EMPlOYEE ACCOlADES: AnnIvERSARIES & AWARDS
11
Security Officer Randy Grogan accepting a special award for his heroic efforts at the annual american red cross lifesaver breakfast.
EMPlOYEE ACCOlADES:makIng a DIFFErEncE
GlEn BROOKS Late one evening, as Security Officer Glen Brooks drove
home from his job site, he noticed an altercation taking place on the side
of the highway. As he drove closer, he saw a state trooper being wrestled
to the pavement by one man while another person had the trooper in a
tight headlock from behind. Officer Brooks immediately pulled over and
jumped in to help. He successfully fended off both men until additional
troopers arrived and the men in question were arrested. The trooper
in need and his commander were extremely grateful for Officer Brooks’
courageous efforts during the very dangerous situation.
KIM CORY While off-duty, Security Officer Kim Cory received news of
criminal activity occurring in the direct vicinity of her job site. Upon
hearing this, she immediately drove to the site and assisted police as
they viewed security tapes and searched the property for evidence.
Although she was not scheduled to work, Officer Cory returned to her job
site the following day to make copies of the security tapes for the police
department. Her dedication and professionalism were praised by the
police department, as well as the property management team.
DOnnA SMITh, MIChAEl CORTEZ & TRAvIS WEAvER Security Officer
Travis Weaver received an urgent request for medical assistance after a
facility employee collapsed in a restroom. Officer Weaver communicated
the need to on-site Project Manager Donna Smith, and she immediately
responded along with Security Officer Michael Cortez. As Smith
provided the initial care needed by the victim, Officer Cortez tracked
down the office nurse and brought her to the victim’s location. Back at
the Command Center, Officer Weaver contacted 911 as well as the client’s
Environmental Health and Safety Department. The ambulance soon
arrived and Smith and Officers Weaver and Cortez assisted the medical
team as they tended to the victim.
WESlEY hUDSOn Security Officer Wesley Hudson received a report that
an employee working at the job site had a sudden seizure. Officer Hudson
immediately acquired the First Aid Kit and AED and headed to the scene.
When he arrived, the employee was not breathing, so he quickly began
to administer CPR. After 12 compressions, the employee began to show
signs of responsiveness. Emergency Medical Services arrived soon
thereafter and provided the employee with additional oxygen before
departing to the hospital. With swift and calm action, Officer Hudson
was able to get the employee the care that he needed and ultimately help
prevent his death.
STACY BATS & TATIAnA CARTER During their afternoon shift, Security
Officers Stacy Bats and Tatiana Carter received a phone call from a
panic-stricken individual that reported seeing someone preparing
to jump off of the building garage. Officer Bats quickly headed to the
garage while Officer Carter called 911. When she arrived at the scene,
Officer Bats worked carefully with the building manager to transfer the
woman away from the edge of the building and into a safe place inside
the building. Officer Carter arrived soon thereafter with water for the
woman and directed police to the proper location. The woman was
taken into custody and the client expressed her sincere appreciation for
Officers Bats and Carter.
laTonya Acklin • Patrick Ashworth • Stacy Bats • Dennis Bobes
William Bombay • Darrell Bordwell • Glen Brooks • Richard Carlson
Tatiana Carter • Michael Cortez • Kim Cory • Eric Ferguson
Sheila Gage • Tania Gatlin • lawrence Gayfield • Keith Gilmer
Randy Grogan • Dennis higgins • Carvelle howard • Wesley hudson
Michael Jackson • Christina James • Elizabeth larney • Stephen lynch
James Maness • Sandra McCulley • Oscar Morales, Jr. • Troy Morris
Brian Odom • Robert Overy • Tom Piotter • Emerson Ratliff
Eric Rhymes • Teresa Root • Wanda Russell • James Shepard
Donna Smith • Truman Smith • Christopher Sneed • Daniel Stewart
Peggy Taylor • Shiree Taylor • John Theno • Maliana Thomas
Aaron Tracy • Carlos vowell • Travis Weaver • Kevin White
Caterice Whitley • Angela Wilkes
2012 MAKInG A DIFFEREnCE AWARD WInnERS
When a client or third party shares positive feedback regarding an employee’s behavior, attitude, or actions, they become
eligible for a Making a Difference Award. Whelan was pleased to issue many Making a Difference Awards throughout 2012 and have
highlighted just a few of these exceptional performances below.
RAnDY GROGAn & PATRICK AShWORTh Security Officers Randy
Grogan and Patrick Ashworth received an urgent phone call requesting
assistance for a man that had suffered from a seizure on their campus.
Officers Grogan and Ashworth rushed to the scene and found the man
lying on his side with no pulse. Officer Grogan administered CPR while
Officer Ashworth contacted the paramedics. After three rounds of CPR,
the man finally regained a slow pulse. Officers Grogan and Ashworth
helped paramedics load the man into the ambulance and assisted with
transport to the hospital. Thanks to their quick action they helped to
save the man’s life.
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logan Mauldin, site safety and security manager and Dave Smart, whelan branch manager
A person would be hard-pressed to find anyone who doesn’t
know the story of eBay Inc.—one of the most stunning success
stories in American business history. eBay Inc. is the innovative
company whose concept of the global marketplace has changed
the way America and the world does business. It is now a world
of commerce.
In case you didn’t already know, eBay Inc. is a global commerce
platform and payments leader, which connects millions of buyers
and sellers. It does so through eBay, the world’s largest online
marketplace, through PayPal, which enables individuals and
businesses to securely, easily and quickly receive digital payments;
and through GSI, which facilitates commerce, multichannel
retailing and digital marketing for global enterprises.
GSI operates more than three million square feet of fulfillment
space across seven facilities. This is where Whelan Security
comes into the story.
ThE lOGISTICS OF A vIRTUAl MARKETPlACE
eBay Inc. selected Whelan to provide security for GSI fulfillment
centers across the country—spanning from Virginia to Kentucky
to Nevada, along with the GSI headquarter site in Pennsylvania. The
fulfillment centers are very large warehouse operations that cover
acres of land with wall-to-wall shelving and floor-to-ceiling product
racks that are almost always filled to maximum capacity. Whelan’s
primary function is access control. Our officers manage access
points with magnetometers and often hand-wand the personnel as
they are reporting to and from work to ensure products stay within
the facility. Most importantly, our people do it with a smile and
customer-friendly attitude that makes the process as seamless as
possible for eBay Inc. employees.
In addition to our responsibility to control internal shrinkage of
product, Whelan is also a direct extension of eBay Inc.’s Safety and
Security Team. eBay Inc. embodies a culture of environmental health
and safety, and Whelan personnel are not only responsible for safety
patrols and reports, but are also First Aid/CPR certified to allow
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our people to be key first responders for each site alongside
eBay emergency response team members. In just the past
year, Whelan security personnel have been directly involved
with numerous incidents where employees were provided
medical support — including several cases where lives were
potentially saved.
One of the unique challenges of these fulfillment centers
is the increase in product before and during the holiday
season, so Whelan has to ramp up our staffing levels to meet
the ever-changing needs at the GSI sites. This is where our
company value of flexibility is so important to serve the
needs of this client. According to Bruce Hansen, Manager
of GSI Global Safety and Security, “Whelan understands
the importance of providing safety and security with a
smile, and they teach their personnel to maintain a positive
customer service attitude whether they are controlling
access to the premises, providing medical support, offering
a safety solution or simply interacting with the employees
and guests of our facilities. We are very pleased with the
customized services from Whelan and very pleased with our
business relationship.” So are we, Bruce!
MOST IMPORTAnTlY, OUR PEOPlE DO IT WITh A SMIlE AnD CUSTOMER-FRIEnDlY ATTITUDE ThaT makEs ThE procEss as sEamlEss as possIblE For ebay EmployEEs.
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Whelan is proud to be the national security partner to Texas Instruments
(TI) for all of their locations across the country–including California, Arizona,
Maryland, New Hampshire, Maine and their home state of Texas. In Texas alone,
Whelan provides security services to eight different locations, seven of which are
in the greater Dallas area.
For many people, the name Texas Instruments is synonymous with the old
calculators that so many of us used back in grade school and high school. But this
is not your father’s or your grandfather’s TI. No, it is so much more than that. As
stated on its website, TI is one of the world’s largest semiconductor companies,
providing innovative semiconductor technologies to help their customers create
the world’s most advanced electronics. TI’s analog, embedded processing and
wireless technologies permeate daily life in many different ways, from digital
communications and entertainment to medical services, automotive systems and
wide-ranging applications in between.
Sounds complicated, doesn’t it? This part is not. While innovation is obviously
a huge reason for TI’s success, they believe it isn’t enough to succeed in the long
run. Trust matters and TI treats its customers with respect and delivers on its
commitments. Knowing what’s right, doing what’s right and valuing what’s right
are integral parts of TI’s culture. Focusing on metrics-driven innovation and a
culture built on trust are the ingredients that we believe have helped to form
such a strong partnership between TI and Whelan. Two of Whelan’s hallmarks of
success are our performance-based business model (driven by the metrics of our
performance scorecard tool, The Truth Report) and great security officers (driven
by our unique culture of trust and integrity with our employees and clients).
The security positions that Whelan provides for TI are gate officers, critical
building officers for the fabrication labs, patrol officers, command center officers
and emergency response officers—many of whom utilize innovative WhelanVIEW
handheld technology to increase efficiency and effectiveness for our program. But
the key to the TI/Whelan relationship is the performance scorecard (The Truth
Report) that has been customized to measure the Key Performance Indicators
(KPIs) that are most critical and relevant to TI. Included in the 13 metrics that
ThE METRICS OF SUCCESS
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we measure every month are three metrics that tie our
performance to our profit, so Whelan has truly put its
money where its mouth is with TI. As stated by Jack
Reyes, Global Security Director for TI, “Whelan delivers
the level of service we expect to receive through a
spirit of transparency and continuous improvement as
delivered by their performance metrics scorecard. We
know we can trust Whelan to do the job for TI because
we know they are measuring and tracking what is most
important to us.”
Jan Easterling, who serves as the Americas Regional
Security Manager for TI, explained the partnership
between Whelan and TI this way, “TI is all about innovation,
metrics and performance. In Whelan Security, we have found
a partner who shares in these areas of focus, which in turn
delivers an efficient and professional security program to our
company.” Echoing Jan’s quote, we believe it is the culture of
innovation and trust at TI—which so mirrors our culture at
Whelan—that creates the foundation for such a great
business partnership.
(left to right) Jeff Delaney, whelan operations manager; William lloyd,
whelan manager of security services; Jan Easterling, TI americas regional
security manager; Brock Bowers, TI Dallas area security manager; lewis Reed,
whelan account manager.
hIGh-TECh ClIEnT PROFIlES (TI, SEAGATE, EBAY)
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whelan ownership Team: Patrick Twardowski (seated), with (from left) sons Dan and Greg, and Prentice Robertson
As indicated in the opening remarks of this publication,
2012 was another great year for Whelan Security. Business
soared, new markets opened, employment increased and we
enjoyed record results yet again as we continued to build on
more than six decades of experience. We are now ranked as
one of the ten largest contract security companies operating
in the United States, and we were named to the Inc. 5000
list of America’s Fastest Growing Companies for the fifth
consecutive year, a feat accomplished by only a handful of
companies in the country regardless of industry.
However, in our family-owned business we do not measure
success in terms of rankings. Instead, we measure success
in terms of employee engagement and the way in which we
collaborate and interact with each other. We are idealists
in my family and imagine a world in which we all go to
work inspired and then come home feeling fulfilled. We
imagine feeling like we contributed to something bigger
than ourselves. We imagine a feeling of collective pride for
being a part of this company and a genuine love of the people
with whom we work. This is what a family business is all
about and why we are unique. We strive to develop a vibrant
business sustained through the power of inspiring people
toward a fulfilling experience.
Although we are pleased with the accomplishments of the
organization, our greatest sense of pride comes from the
unique culture within our family business, a topic that
I addressed in the last edition of VALUES. Many of you have
worked here long enough to understand the trajectory of
our culture, our people and our identity.
Culture has always been a vital part of Whelan’s success, and
that culture has always revolved around our integrity-based
core values, teamwork, a spirit of humility and doing what is
right by our clients and for our employees. Our culture, quite
frankly, is the secret sauce that has made Whelan a great
company for more than 64 years. It has everything to do with
pride and belief in the organization and more importantly,
the people who make up this organization.
Although the distinctive culture of our family business is
our greatest differentiator in a mature industry, we have
been blessed to be associated with extraordinary clients
and employees who continue to create extraordinary results.
Unique to a family business, our employees relentlessly
demonstrate a high level of loyalty and this continues to
translate into a model of strong engagement.
In my travels on behalf of the company, I have met people
who genuinely care about each other. A visit to any Whelan
account or branch office will demonstrate this, and one
cannot help but notice the pride and confidence among our
employees. That pride is what drives performance at our
accounts throughout our company and I would take our
employees at any account and match them up to anyone in
ThE POWER OF AUThEnTICITY In A FAMIlY BUSInESS
1517
the industry. What impresses me the most though is the humility I
see throughout this organization on a daily basis, and maybe this
rare value of humility is our path of continued blessings.
As a result of our disciplined business philosophies rooted in the
conservative strength of a family business, our financial position is
as strong as it has ever been in our history. As the oldest privately
held company in the top ten within our industry — and the only
third-generation, family-owned business in that group — our
stability is unmatched. In addition, our culture and company are
unique and dissimilar to any other organization, and our
opportunity, as a result, is significant.
We will continue to do the right thing, stay true to our values and
celebrate our achievements without basking in them. We will
continue to protect our culture, build relationships and create
opportunities. We are committed to employee engagement and
exceptional customer service. We will maintain our authenticity
and continue to strengthen our place among America’s great
contract security companies. There is no finish line and we will
continue to earn our reputation every day at every account.
Thank you for your passion, determination and commitment to
our clients, our company and to each other. Thank you for your
incredible support and outstanding contributions. I love coming to
work every day. I love this company and more importantly, what it
stands for. I love, admire and respect all of you and I hope you share
my sentiment.
At Whelan, we are more than a team — we are a family — and the
best is yet to come!
Greg Twardowski, President
Truth Telling By being transparent and candid, we earn credibility and respect.
Promise Keeping We are committed to keeping our promises.
Respect We are considerate, courteous and attentive to our employees, clients and vendors.
loyalty Our internal and external associates can count on our allegiance and dependability.
Empowerment We believe in and trust our well-trained employees and hold them accountable for their actions.
Discipline Driven by a culture of discipline, we will provide consistent, high-quality services.
leadership Through innovation, foresight and initiative, we will remain an industry leader and expect employees to lead by example.
Flexibility We will offer unique services to each client by always remaining agile.
quality Assurance We are passionate about quality and measuring the results of our performances.
Results We hold ourselves accountable to achieve results for our clients, employees and ownership.
Our Mission To Deliver Maximum Value to Our Customers
Our values We live up to our challenging mission by operating within the context of our 10-Star Core Values.
hIGh-TECh ClIEnT PROFIlES (TI, SEAGATE, EBAY) hIGh-TECh ClIEnT PROFIlES (TI, SEAGATE, EBAY)
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BY PREnTICE ROBERTSOn
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Dan Twardowski, whelan principal & Vice president and Frank langan, security officer
BAnKInG On SIMIlAR vAlUES AnD a consErVaTIVE busInEss phIlosophy
The mission of Commerce is to be the preferred provider of targeted
financial service in their communities by building strong customer
relationships. At Commerce, those relationships are strengthened by
providing the right solutions that combine technology, expertise and
financial strength with the goal of creating customer loyalty,
shareholder value and employee satisfaction. The Commerce
customer promise — we ask, listen and solve — is not just its brand
focus but also its corporate focus and the platform upon which
Commerce continues to build its reputation. These statements could
not better define our mission at Whelan of delivering maximum
value to our customers and our employees. This is why you will
always find both organizations asking questions of our respective
customers, listening to their needs and offering unique and
customized solutions that address those needs. It’s the best way we
both know to ensure that our customers, our employees and our
organizations are best positioned for continued success.
Much akin to Whelan Security, Commerce is an organization that
values employees and customers alike. In fact, in all but identical
statements, Whelan and Commerce both consider their highly
For the fourth consecutive year, Commerce Bank has been
ranked among the top ten on Forbes’ list of America’s Best Banks
as well as ABA Banking Journal Magazine’s list of the Top Performing
Big Banks with total assets of $10 billion or more.
Since it was founded more than 145 years ago, Commerce Bank
has been a super community bank with an array of sophisticated
financial products and high-quality customer service. It has
continually expanded its long standing investment in people,
technology, product offerings and service channels to bring the
utmost value and convenience to its customers. Tracing its roots
back to 1865 when Francis Reid Long came to Kansas City with
$10,000 and started the Kansas City Savings Association, Commerce
serves its customers from 374 locations in Missouri, Kansas, Illinois,
Oklahoma, and Colorado, with commercial offices in Cincinnati,
Nashville, and Dallas.
Aside from a significant difference in the industries, Whelan
Security and Commerce Bank share an uncanny similarity in
their mission, values and conservative business philosophy.
hIGh-TECh ClIEnT PROFIlES (TI, SEAGATE, EBAY)
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trained, tenured and motivated workforces to be the most
important corporate asset within their respective
organizations. We both continue to invest in new leadership
programs, in addition to ongoing training, in order to
help ensure we are both properly developing talent at all
levels throughout the organization. Similar to Commerce,
employee engagement is a key performance indicator within
our organization at Whelan, and we aspire to Commerce’s
employee engagement score of 94%. Similar to exceeding
customer expectations, creating a positive workplace
is another responsibility taken very seriously within
both organizations.
Finally, both organizations share a relatively conservative
view of the world and both focus on managing and
mitigating risk. This conservative business philosophy
is why both organizations continued to achieve positive
results and strong growth despite a very difficult operating
environment and uncertain economic conditions.
Outside of values and operating philosophy, Whelan has
much more in common with Commerce. While Whelan
provides security personnel at Commerce Bank facilities
throughout the St. Louis and Kansas City metropolitan areas
(as well as other locations when needed), Whelan depends
upon Commerce for all of its banking needs — including
lines of credit, treasury services, credit card processing and
advisory services.
“Needless to say, we align very well and we are honored — and
in many ways blessed — to be associated with Commerce
Bank,” said Greg Twardowski, President at Whelan Security
and a member of the St. Louis Regional Community Advisory
Board at Commerce. “Although demanding, yet fair, they are
an incredibly loyal customer and place great emphasis on
forming strong partnerships with their vendors. Even more
impressive, however, is the emphasis they place on us as a
customer. Their interest in my family’s business means a
tremendous amount to us, and as a result, the team there
has earned our loyalty and trust.”
Commerce Bank will continue to be a great role model for us at
Whelan. We will continue to ask, listen and respond. We will
continue to be accessible. We will continue to offer solutions.
And we will continue to build relationships.
WhElAn AnD COMMERCE BOTh COnSIDER ThEIR hIGhlY TRAInED, TEnURED, AnD MOTIvATED workForcEs To bE ThE mosT ImporTanT corporaTE assET wIThIn ThEIr rEspEcTIVE organIzaTIons.
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pictured above (from left to right): Mike Saint-Surin, whelan account manager,
Kelly Agent, general manager for reit management, Dan Soto, Director of security for
reit management and Steve Ellis, whelan general manager
Whelan is blessed to secure many of the most beautiful
multi-tenant office buildings in the country — from mid-rise
corporate campus environments to stunning high-rise properties
that dominate the skylines of America’s great cities. In total, we
provide our legendary customer service to over 300 office buildings,
some as small as 100,000 square feet, and many that are larger than
a million square feet. Included in our client portfolio are numerous
mixed-use properties incorporating office, residential and retail
space. One of the coolest mixed-use sites we secure is 600 West
Chicago, a historically renovated office building located on the
banks of the Chicago River in the heart of the “Windy City.”
Built as a 1.25 million square foot warehouse and office building
by A. Montgomery Ward and George Thorne, the property began as
one of the Nation’s first large mail-order catalog businesses in 1872.
The Catalog House is a visual “landmark” along the North Branch of
the Chicago River, closely hugging the riverbank with its dramatic,
curving, 600-foot-long, trapezoidal form. The building is listed as a
National Historic Landmark due to its significance in the history
of American retailing and association with A. Montgomery Ward.
Under REIT Management, 600 West Chicago has maintained its
historical roots architecturally, but now offers world-class amenities
to its tenants, residents and guests. These amenities include three
highly acclaimed restaurants, a 30,000 square foot health club and
gym, dry cleaner and concierge services and shuttle services to and
from major mass transit stations. The property sprawls across an
entire city block, with 1.25 million square feet under one roof. To
grasp the full scope of the building, consider that the structure is
only 10 stories tall, meaning that it takes someone in great physical
condition to walk from one end to the other and circumnavigate the
exterior of the property. But that is exactly what our top-notch team
of Whelan Security personnel does every day.
600 WEST ChICAGO sEcurIng a hIsTorIc lanDmark propErTy
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Dan Soto, Director of Security for REIT Management’s
Chicago properties, has been a customer of Whelan for
many years. According to Dan, he has chosen Whelan as
his security provider on multiple occasions because of the
way “Whelan takes care of its people and has a knack for
anticipating my needs and the security needs of the building.
I can always count on Whelan to respond quickly and
urgently to my needs and know that I can receive support
at all levels of Whelan. That is one of the things that I most
appreciate about Whelan. Unlike many companies whose
management is not approachable, I can call on the Chicago
General Manager, Regional Vice President or the Chief
Operating Officer, and I know that they will all be responsive.”
Whelan is proud of our association with this historic and
beautiful building, and proud of the team that we have
on-site. Our officers manage the visitor and tenant access
points in the front lobby that include the turnstiles. In
addition, our officers control the parking facilities and
patrol the interior and exterior of the property — a walk
that is not for the faint of heart when considering the length
and depth of this rather large building. Don’t be surprised
if you see one of our officers patrolling with an iPad or other
notebook device as part of our technology solution offered
through our WhelanVIEW suite of handheld products,
giving real-time patrol verification and incident reporting
capabilities to our client at all times.
At 600 West Chicago, Whelan appreciates our chance to
provide service to a historic property — but in a very
modern way!
I CAn AlWAYS COUnT On WhElAn TO RESPOnD qUICKlY AnD URGEnTlY TO MY nEEDS AnD KnOW ThAT I CAn RECEIvE SUPPORT AT All lEvElS OF WhElAn. - Dan soTo, DIrEcTor oF sEcurITy For rEIT managEmEnT
2022
Over the last three years (2010 – 2012), we have had almost
160,000 candidates begin the application process to work for
Whelan Security. Needless to say, with that number of applicants,
a turnover rate well below the industry average and employee
retention rates with which we are justifiably proud, we can afford
to be very selective throughout the hiring process with a vetting
program that exceeds the Private Security Officer Selection and
Training Guideline established by the American Society for Industrial
Security. In fact, when we survey our employees, it is not uncommon
for us to hear about how hard it is to come to work for Whelan, and
those who are invited to join our team routinely thank us for being
so selective. You see, in a company that places significant emphasis
EMPlOYEE BEnEFITS – an InVEsTmEnT In grEaT pEoplE
10-STAR EMPlOYEE BEnEFIT PROGRAM
on employee engagement, screening and selection must be a serious
endeavor. Cognitive ability and experience are important to us, but
character, work ethic and personal values are just as important in
our family-oriented, team environment, and the result is a unique
culture based upon similar values and incredible employee pride.
At Whelan Security, we are committed to being the “employer of
choice” within the contract security industry—in addition to having
wonderful training and professional development opportunities—
and as a result, we place great emphasis on the health and well being
of our employees through a significant investment in our 10-Star
Employee Benefit Program.
Our comprehensive 10-Star Employee Benefit Program includes the following:
• Major Medical health Insurance
• voluntary Benefits
• Supplemental Benefits
• 401(k) Retirement Savings Plan
• Paid vacation
• Paid holidays
• Cash Pay Card & Direct Deposit
• Employee Assistance Program (EAP)
• Anonymous Employee hotline
• Employee Discount Programs
• Recognition & Reward Programs
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401(K) RETIREMEnT SAvInGS PROGRAMWhelan is proud to be an industry leader in our 401(k)
Retirement and Savings Plan offering. All employees are eligible
to participate after 90 days of employment and may contribute
on a pre-tax basis up to 90% of eligible earnings. Unlike most
companies in the security industry, our 401(k) Plan offers a broad
range of twenty different investment options from leading money
managers. In addition to traditional funds, employees can also
select from various portfolio allocator models. A discretionary
match (that’s historically never been less than 10%) is provided
to the plan by the company.
vOlUnTARY & SUPPlEMEnTAl BEnEFITSIn addition to providing major medical insurance on many of our
accounts, Whelan offers our employees a wide variety of
voluntary and supplement benefits—including multiple health
indemnity plans and dental options, vision care, prescription
discount cards, disability options, multiple life insurance options
and much more…all at an affordable cost.
EMPlOYEE ASSISTAnCE PlAn (EAP)In an effort to help employees balance work, life and family,
Whelan offers a confidential employee assistance program for
employees and their families. The program provides support,
guidance and resources for issues related to childcare,
relationships, legal problems, finances, life transitions,
addictions, depression, anxiety and other personal concerns.
The plan includes in-person consultation for short-term issues
and phone consultation is always available, twenty-four hours
a day at 1-877-757-7587.
EMPlOYEE RECOGnITIOn & REWARD PROGRAMSIt is no secret that our employees are the foundation upon which
we continue to build this great company, and as a result we are
constantly looking for reasons to acknowledge and reward the
efforts of individuals on our team. As an employee-centric
organization, we take pride in celebrating personal and shared
accomplishments through our formal Employee Recognition
Program that includes the following award programs (some of
which are acknowledged on pages 10-11):
• Making a Difference Awards
• Shining Star Awards – Officer of the Month & Year
• Employee Service Awards (Anniversaries)
• Safety Suggestion Awards
• World-Class Leadership Awards
• Account-Based Recognition Awards
• James T. Whelan Founders Award
• Award Banquets & Anniversary Luncheons
The result of our selective screening process, professional
training and development opportunities and holistic employee
benefit and reward programs, is a unique culture of employee
engagement and a different kind of company within the
industry—one built upon employee pride.
For more information about our Employee Benefit and
Recognition Programs, contact the Human Resources Department
in your local branch office or call us at 1-888-4WHELAN.
ThE FOllOWInG hIGhlIGhTS JUST A FEW OF ThESE BEnEFIT OFFERInGS:
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Many people may not realize how critical security is to a
utilities provider, but the threat against utilities can come from
current and former employees inside an organization or violent
extremists from the outside. Imagine a scenario where a
disgruntled former employee was able to use their insider
knowledge to disrupt operations at water, gas, electrical or waste
facilities. Or another where a violent extremist gained access to
an employee or even acquired an insider position to increase the
likelihood of attack on water, electrical or transportation grids.
Whelan Security is proud of the trust that numerous utilities
providers across multiple states have placed in us to protect their
critical infrastructure facilities—one of which is City Utilities
of Springfield, Missouri.
City Utilities (CU) is a progressive, community-owned utility
serving southwest Missouri with electricity, natural gas, water,
broadband and transit services. CU has 110,000 customers to whom
they deliver dependable hometown services with a personal touch.
By investing in the community and by building partnerships with
groups—from nonprofits to environmental groups—CU helps to
preserve the benefits of Springfield for future generations.
SECURInG lIFE’S MOST BASIC nEEDS
Whelan Security was awarded the opportunity to partner with CU
in September, 2010. Whelan provides security services at the main
office, training center, electric operations center, water treatment
plants and power stations. This includes mobile patrols and
inspections of the perimeter of building facilities and lakes, water
reservoirs, power stations and treatment plants around Springfield.
In addition, Whelan services a unique underground facility where
we monitor and control a digital security camera system and access
to the facility utilizing physical, electronic and biometric features.
Over the past two years, we have learned that in addition to both
organizations being Missouri-based companies, there are other
commonalities between the two organizations such as reliability,
affordability and responsibility. Those bedrock goals form the
foundation of the utility’s commitment to its customers. Whelan
Security is committed to delivering quality and reliable service at
a fair price, excellent performance and a high return on investment.
Through comprehensive planning, fiscal responsibility, industry
expertise and hard work, City Utilities of Springfield delivers
exceptional value to its customers and community. The mission of
Whelan Security is to deliver maximum value to our customers and
(left to right) Jim howard, whelan client services manager; nick Rasey, cu physical security manager;
James Schwartz, whelan Vice president
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in order to do so, we focus all of our efforts upon performing
beyond our client and employee expectations and by keeping
our promises.
Nick Rasey, Physical Security Manager for CU, sums up the
value of the partnership between the two organizations
this way, “Working with a professional organization, such
as Whelan, increases the security of the utility tenfold.
They provide a professional staff that is flexible in an
ever-changing environment.” Adds James Schwartz, Regional
Vice President for Whelan, “Having City Utilities among
our customers is something for which we are especially
grateful. We appreciate CU’s high standards and we value
the relationship and mutual trust we have established.”
The dependability of a utility system is its foundation. By
providing the essential services people need, when they
need them, customers in Springfield know they can trust
CU to keep lights on, natural gas flowing, water running
and wheels on the road. The foundation of Whelan Security
is our security officers who we rely on at City Utilities and
across the United States to provide world-class service to
our customers.
WORKInG WITh A PROFESSIOnAl ORGAnIZATIOn, SUCh AS WhElAn, InCREASES ThE SECURITY OF ThE UTIlITY TEnFOlD. - nIck rasEy, physIcal sEcurITy managEr For cu
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EMPlOYEE BEnEFITS (EAP, RAPORTlInE, OThER?) OR WORKPlACE vIOlEnCE PIECE TMS EMPlOYEE PRIDE PIECE OR WORKPlACE vIOlEnCE PIECE
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OhIO vAllEY TORnADOES From March 2–3, 2012, a deadly tornado outbreak
occurred over a large section of the Southern United States into the Ohio Valley region.
The storms resulted in 41 tornado-related fatalities throughout Kentucky, Alabama, Indiana
and Ohio. The outbreak was one of the deadliest ever recorded in the United States for
the month of March. Shortly following the storm’s impact, Whelan’s Security Emergency
Response Team (SERT) was summoned to deploy to multiple support locations throughout
region. For three weeks, Whelan provided access control, property protection and other
disaster relief services at multiple customer locations.
hURRICAnE ISAAC On August 28, 2012, Hurricane Isaac made landfall 75 miles
south-southeast of the mouth of the Mississippi River, dropping 20 inches of rain on New
Orleans, and topping the levees in nearby Plaquemines Parish. Over 500 buildings were
flooded and 59,000 homes were damaged throughout Louisiana. Shortly thereafter, Whelan’s
self-contained security force team was called upon to respond to our customer’s needs in the
severely damaged region. The deployment consisted of a small contingent sent to Nashville,
Tennessee and another larger ground operation stationed at our customer’s facility. Our
response services consisted of armed/unarmed motor carrier escorts and security force
teams, perimeter protection, access control and humanitarian assistance.
hURRICAnE SAnDY Hurricane Sandy was the deadliest and most destructive tropical
cyclone of the 2012 Atlantic hurricane season, resulting in 285 fatalities worldwide. The
“superstorm” was the second costliest hurricane in United States history, causing tens of
billions of dollars in damage across 24 states. Hurricane Sandy made landfall in the United
States on October 29, 2012, destroying thousands of homes and businesses, flooding streets
and leaving millions without electrical service. On October 30, 2012, Whelan’s Security
Emergency Response Team (SERT) was summoned to deploy to multiple support locations
throughout New Jersey and New York—the states hit hardest by the massive storm. The
services provided consisted of access control, property protection and other disaster relief
efforts to a single customer over a five-month period.
If you are interested in applying for occasional deployments in our SERT Division, contact
your local branch office or visit www.greatsecurityofficers.com for postings specific to
these opportunities.
Emergency Response Services are designed for disasters, strikes, labor disputes, work stoppages, plant shutdowns and industrial accidents. For
natural disasters, labor unrest and industrial accidents, our Special Services Division often deploys our Security Emergency Response Team (SERT)
to respond to heightened or emergency response needs. SERT members are carefully selected, experienced and seasoned security professionals, in many
cases possessing strong backgrounds in law enforcement, military operations and specialized security services.
2012 proved to be an extremely active and destructive weather season across the United States and Whelan responded accordingly. The following
are just a few examples of the emergency response services provided by Whelan throughout the year.
EMERGEnCY RESPOnSE SERvICES: rEsponDIng To naTural DIsasTErs
WhElAn SPECIAl SERvICES DIvISIOn – a yEar In rEVIEw In addition to traditional security staffing services, Whelan’s Special Services Division provides National Emergency Response and Event Services.
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In addition to premium security services, Whelan’s Event
Services Division provides a full array of event-staffing and
crowd-management services including ushers, ticket takers,
crowd control professionals, guest services and parking
attendants for special events including major sporting events,
concerts, conferences, conventions and more.
Whelan’s Event Services Division was started in 2009 and the
current portfolio already includes the National Football League’s
Minnesota Vikings (and the Hubert H. Humphrey Metrodome),
Major League Baseball’s St. Louis Cardinals (and Busch Stadium)
and all events hosted at the University of Iowa (home of the
NCAA Division I Hawkeyes). In addition, Whelan has provided
event-staffing services to major events including the MLB World
Series, MLB All Star Games, NCAA Final Four Basketball
Tournaments, Super Bowls, PGA Championships, American
Express Championships, LPGA Tournaments, the Republican
and Democratic National Conventions, Presidential Debates
and more. Whelan is also a proud member of the Stadium
Managers Association and the International Association of
Venue Managers.
As a result of our growing reputation in this market segment,
we were pleased to add The Cincinnati Bengals and Paul Brown
Stadium as well as The Kansas City Chiefs and Arrowhead
Stadium to our Event Services portfolio.
During the summer of 2012, Whelan began providing event
staffing and security services to Paul Brown Stadium in
Cincinnati, Ohio. Our team of over 600 employees provided
event staffing and security for Cincinnati Bengals football
games, the Kenny Chesney “Brothers of the Sun” concert tour,
Macy’s Music Festival and other special events at the stadium.
Whelan continues to provide ushers, field security, premium
space staff, security escorts, media security, roving security,
disabled assistance team, supervisors, and administrative
staff throughout the stadium.
Whelan is also pleased to have been named the exclusive
provider of event security services at Arrowhead Stadium
in Kansas City, Missouri. Whelan is currently in the process
of hiring more than 400 new employees to work as gate
screeners, field security, premium space security personnel,
security escorts, media security, roving security and crowd
management teams, supervisors and administrative staff for
all events held at Arrowhead Stadium.
For more information about Event Services employment
opportunities or additional program details, please contact
Jeff Spoerndle, Director of Special Services, at
[email protected] or (651) 400-7040.
eVent serViCes: exciting neW PaRtneRShiPS With the cincinnati BengalS and the KanSaS city chiefS
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To our valued employees:
YOU are important to us. So much so that we genuinely want
to know how we are serving you as your employer. The best
indicator of how we are doing can be found in the answer to
the following question – “how likely are YOU to refer Whelan
Security as a place to work to others?” In fact, it is so important
for us to know the answer, we gave all of you the opportunity
to respond to that question (along with 14 other “employee
engagement” questions) in our annual employee opinion
survey that we sent out in November and repeat each year
around that same time.
Employee satisfaction is far more important to Whelan than
some of the more traditional statistics that companies track
to indicate how they are performing. Why? Because YOU are
our product. Without YOU, we have no company. With YOU,
we can continue climbing the mountain as the next great
security company in the industry.
For now, here are some of those more traditional statistics.
2012 was another successful year for Whelan. We eclipsed the
5,000 employee milestone. Working closely with all of you, we
added another 100+ client partners to our portfolio. With a 47%
growth rate over the last three years, we were named to the
Inc. 5000 list of America’s Fastest Growing Private Companies
for the fifth consecutive year, a feat only accomplished by
a handful of companies. And, we are now ranked as one of the
10 largest contract security firms in America.
As nice as it is to report that news, our greatest pride remains in
our people – in YOU. Despite the tough economic times we have
faced in this country in recent years, we have stood the test of
time together. We braved an economic recession collectively and
continued to soar to new heights. There is strength in numbers,
and we appreciate each of the 5,000 plus proud individuals who
wear the Whelan uniform each day. We are incredibly proud of
the Whelan Team, and we appreciate each and every one of YOU!
“YOU are important to us... without YOU, we have no
company. With YOU, we can continue to climb the mountain
as the next great security company in the industry.”
Prentice Robertson, Chief Operating Officer
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Corporate Office
Branch Office
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PROVIDING EXCEPTIONAL CUSTOMER SERVICE: Are You Up for the Challenge?
EMPLOYEE OF THE YEAR: Living Out Our Core Values
AUTHENTICITY IN A FAMILY BUSINESS: Whelan’s Secret Sauce
EMPLOYEE ACCOLADES: Making a Difference
A P U B L I C AT I O N O F W H E L A N S E C U R I T YV O L U M E T H R E E | 2 0 1 3
If you are aware of unethical, illegal, unsafe or inappropriate behavior at one of our offices or accounts, please contact your supervisor, local branch office or corporate office (1-888-4WHELAN) or report your concern through Reportline, an anonymous employee hotline service. Employees can contact Reportline 24 hours a day, 7 days a
week, at 1-866-614-2758 or online at:
www.reportlineweb.com/WhelanSecurity
It takes teamwork to protect our company and our customers against unethical, illegal and unsafe acts. No one can do the job alone - but we can each do our part.
1699 South hanley Road, Suite 350Saint louiS, MiSSouRi 63144
1-888-4Whelan | www.whelanseCurity.COmWhat do you think about VALUES? Please submit your feedback or suggestions to [email protected]
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