Management encourages cross-training for all Vector employees, not just central station operators. Data entry, administrative support staff, training managers and assistant managers are cross-trained as operators.
The initial operator training program, which is regularly updated, is a three-month process. All Vector operators rotate job responsibilities within their shift and also are given the opportunity to work with other departments, including service and installation.
Cross-training allows operators to get a much better understanding of how the company works and what role other departments play in the security business, Stoler says.
On-the-job education doesn’t stop after three months, however. Continuing education is highly encouraged at Vector. “Our hope is to develop our employees both personally and professionally,†Petrow acknowledges.
For example, employees at Vector East may choose to participate in the 5/6 Club, which has six levels, each with specific requirements to pass onto the next level. The first three levels are required for employees within six months of employment, Stoler says, and serve as a general perspective of the industry and business. As the levels progress, participants learn about management skills, life skills and working as a team member.
“We try to integrate not only what we expect people here to do within their job responsibilities, but also as a person with life skills,†Stoler says. “We develop the attitude that teamwork, pride and plain old understanding of our business is very important, and that business includes them.â€
Vector management continually measures the performance and quality of the central stations and looks for areas in which to improve. Operators receive monthly reviews and are monitored by a training manager twice per month and also by supervisors at least twice per month, Stoler says.