When it comes to helping protect people, property, and assets, timing is everything. Traditional site-by-site monitoring can't keep up. That's why Securitas USA’s Charlotte-based Remote Operations Center (SOC) is designed to help unify people, processes, and technology. The SOC supports clients and field personnel across North America with 24/7 centralized visibility and intelligence-led decision making.
We explore with Kelcey Jones, Director of the Securitas USA Operations Center, who will take you behind the scenes of real-time remote guarding operations. From detecting unusual behavior across client sites to helping support officers on the ground, Kelcey and his team are redefining how risk is managed remotely and intelligently.
Centralized visibility, distributed protection
One of the SOC's core strengths lies in its ability to centralize information from diverse sites and channels, turning reactive moments into proactive action. According to Jones, what sets this command center apart is its integration of trained security professionals and real-time video monitoring tools to assist in incident prevention, not just response.
"The SOC is not just a monitoring hub; it's a strategic command center that helps improve service delivery, operational efficiency, and client satisfaction through advanced analytics, remote services, and seamless coordination. The SOC is staffed by Remote Guarding Officers (RGOs) who monitor live video feeds and respond to incidents in real time. They act as the first line of defense, helping deter threats before they escalate," said Jones.
Other key capabilities of the SOC include the National Communications Center (NCC) for after-hours support and automated officer check-ins. US Mobile Dispatch, now managed by the SOC, for fast deployment of mobile officers to client sites for patrols, alarm response, and emergency support.
Real-time threat detection and escalation
Threat identification at the SOC is assessed and escalated in real-time using a combination of video analytics and customized site scripts. Every client site has a unique protocol that is developed by or in collaboration with the client. When a suspicious event is detected, our officers can respond instantly using structured workflows to help determine the appropriate action.
Whether it's dispatching a mobile officer, alerting local law enforcement, or notifying the client directly, every incident is tracked, audited, and documented for continuous improvement. This combination of professional vigilance and intelligence analytics helps clients gain actionable insights to help them reduce costs, improve compliance, and stay ahead of emerging threats.
Supporting the field, empowering clients
With organizations facing increasingly challenging threat landscapes, visibility across their operations is critical. That's where the SOC offers unmatched value.
"Centralized visibility gives clients a real-time, unified view of their security operations —across locations, systems, and services," Jones explains. "It helps enable faster decision-making, proactive risk mitigation, and more efficient resource allocation."
Clients can benefit from consolidated data across intrusion detection, video analytics, access control, and remote security monitoring services into a single platform.
Solving real challenges for real clients
Clients across sectors often face challenges like high alarm volumes, false positives, and labor-intensive monitoring tasks that can impact productivity.
For example, "One client requires remote guarding officers to remain on the phone and actively monitor high-security areas for extended periods —often tying up multiple officers and impacting response times during peak hours. Combined with system limitations, such as platforms that allow only one active monitoring session at a time, these demands can slow down camera access and reduce efficiency."
The SOC helps address challenges such as this one with:
- Structured standard operating procedures and centralized monitoring
- Automation for manual reporting
- Strategic staffing during high-volume periods
- Partnerships with vendors to improve system performance
These efforts help provide faster incident resolution, optimized resource allocation, and scalable services that evolve as client operations grow.
Common use cases for remote guarding
Securitas USA’s Remote Guarding services are designed to help with safety, can reduce costs, and help deliver more intelligent security operations. The most common use cases include:
- Perimeter protection: Monitoring your environment from any unauthorized activity with quicker response times
- Remote entry and access management: Verifying credentials and granting access to visitors or deliveries
- Open/close support: Monitoring and assisting with secure facility openings or closings
- Alarm verification: Determining whether triggered alarms are valid to help reduce false alarms and help provide timely action when threats arise
- Remote patrols and escorts: Continuously monitor your site with remote patrols and improve the day-to-day safety of your site and help protect your employees with remote escorts
These capabilities help deliver real-time support and proactive threat response across a wide variety of environments.
Looking ahead: the future of remote guarding
As threats continue to evolve, so does the technology and talent behind our remote guarding services.
"Our goal is to stay ahead of emerging risks and rapidly evolving technologies. The SOC is becoming more agile and future-ready by embracing technology modernization and automation —streamlining operations with AI-driven tools, enhancing real-time visibility, and enabling faster, smarter responses to evolving risks," said Jones.
The Securitas USA Operations Center is more than a monitoring facility. It's a proactive, scalable, and data-driven command hub that empowers clients to mitigate threats faster and smarter. Discover how Securitas USA's Operations Center can help transform your organization's security strategy.
Contact us today to learn more about our comprehensive solutions tailored to help streamline your security operations.
