It is just past 2:30 a.m. when the alert comes in again at the control room. At an industrial park on the outskirts of Rotterdam, an access door on the side of a distribution warehouse is triggering an alarm for the third time that night. During the day, this is a busy location with trucks coming and going and staff constantly walking in and out, but at night the site is deserted and this door is supposed to remain closed. A moment when dedicated security contacts make all the difference.
The security guard conducting the mobile patrol had already been at this location two hours earlier. When he carried out his check, he found nothing out of the ordinary. The door was closed, there were no signs of a break-in, and the premises were quiet. On paper, everything points to a technical malfunction, something that often occurs with older access doors that are sensitive to temperature fluctuations or wear and tear. Still, he doesn’t trust the situation and decides to call someone.
At times like these, it makes all the difference who he can call. Situations like this highlight just how important it is to have designated points of contact in security: someone who knows the location and can immediately help figure out a solution, or someone who first has to figure out exactly what’s going on.
Why having dedicated security contacts makes all the difference
Security rarely revolves around situations that go exactly according to plan. It is precisely the exceptions that reveal how well an organization is prepared. A report that falls just outside the norm or cannot be immediately explained requires a sound assessment of the situation.
Much of this is laid out in procedures, but not everything fits within them. In practice, context is the deciding factor.
That is the difference between an organization where information becomes fragmented and one that uses designated security contacts who are familiar with the location and context. At SERIS, this is not just a theoretical model, but a deliberate way of working. Reports are directed immediately to people who understand the situation and take responsibility for follow-up actions.
This allows for faster and more targeted action, without any information being lost in the process.
A system that works when you need it
In many security organizations, the structure grows along with the number of locations and contracts. This often results in additional steps in the process, which in turn leads to delays.
Every handoff takes time and increases the risk of losing nuance, especially outside of office hours. At such times, it is precisely crucial to know who is coordinating and who is making the decisions.
Having designated points of contact keeps the structure clear and organized. Within SERIS, this system has been deliberately designed so that each location has a designated point of contact who oversees the situation and can take action when necessary.
For the security guard, this means clarity. For the customer, it means there’s someone keeping an eye on things who understands what’s going on.
The regional team leader: a practical perspective
For smaller and medium-sized contracts, that responsibility falls to the Regional Team Leader. At SERIS, this is someone who not only provides leadership but is also present on-site and has a deep understanding of day-to-day operations.
That presence makes it possible to recognize patterns. For example, that a door is sensitive to temperature changes or that certain moments require extra attention.
Because the Regional Team Leader oversees multiple locations, they gain insight into the differences between properties. What is standard practice at a logistics site may differ at an office location.
This combination of hands-on involvement and a broad overview ensures that decisions are made more quickly and with a stronger foundation.
The contract manager: focusing on larger accounts
With larger and more complex contracts, the dynamics of security change. There are more security personnel, more processes, and often multiple stakeholders within a single organization. In such situations, SERIS assigns a contract manager who focuses exclusively on a single client.
This focus makes it possible to look beyond day-to-day operations. The contract manager participates in meetings, is familiar with the organization behind the property, and understands why certain decisions are made. This provides the context needed to interpret signals accurately.
In practice, this means that an increase in reports is not only viewed as an operational issue, but is also linked to changes in processes or the use of the building. The contract manager translates these insights into adjustments to staffing, working methods, and collaboration with the client organization.
De regiomanager: overzicht en bijsturen
The Regional Manager monitors the overall situation across multiple locations and contracts, paying close attention to patterns that emerge across those locations. This involves looking not only at individual reports, but at the bigger picture: where staffing levels are under pressure, where incidents are on the rise, or where the risk profile is changing.
By identifying these kinds of developments early on, adjustments can be made before situations become problematic. This may involve adjusting capacity, refining procedures, or taking a more targeted approach to risks.
Within SERIS, this role ensures that feedback from operations is not left unaddressed, but is translated into concrete changes in practice. As a result, problems are addressed at the level where they need to be resolved.
What this means for security management
At the industrial park, you can see how this system works. Our security guard contacts a designated point of contact who is familiar with the location and knows that this door has been a problem before, but not at this time of day and not so frequently.
It is decided to conduct additional checks and review the surveillance footage. Ultimately, it turns out that a truck driver did not close the door properly, causing it to move just enough in the wind to trigger an alert.
It wasn't a major incident, but it was a situation where making the right judgment call made all the difference. That's what security management is all about: knowing what you're seeing and acting on it at the right moment.
A focus on people as the foundation for continuity
Security is a people-driven field. Its quality depends on the people who carry it out and manage it.
Security guards who know who their point of contact is share information more quickly and take responsibility. This fosters stability, recognition, and a better understanding of the site.
For customers, this means consistency—not only in staffing but also in quality.
Greater control through dedicated security contacts
Organizations that use dedicated security contacts experience less noise. Not because fewer incidents occur, but because issues are identified and addressed more quickly and effectively.
In practice, that confusion often doesn’t stem from the systems themselves, but from a lack of clarity regarding responsibilities and context. This becomes apparent when someone has to adapt and doubts arise.
At SERIS, we have therefore deliberately structured our organization around dedicated points of contact. Depending on the scope of the contract, this responsibility falls to a Regional Team Leader or Contract Manager, supported by a Regional Manager who oversees the process.
As a result, alerts are directed to people who are familiar with the location and know what’s going on, rather than having to be explained all over again. This ensures that security is not only properly configured but also effectively managed in practice.
Taking better control of your security often starts with understanding how your current system works.
Are you unsure whether feedback within your organization is always reaching the right people? That’s exactly the conversation we’d like to have with you. When would you like Bradley Bosman or Raoul Bandell to call you? Please contact SERIS to arrange this.
