The holidays are one of the busiest times of the year for many businesses and communities. From large-scale retail events and corporate gatherings to private HOA celebrations, the season brings increased activity, visitors, and security concerns. This blog will explore how combining on-site, mobile, and remote guarding can create a hybrid security model that adapts to the season’s unique challenges and helps provide visibility, coverage, and flexibility.
Drawing on insights from Kelcey Jones, Director of the Securitas Operations Center (SOC), we’ll highlight how the SOC supports hybrid security operations during high-demand periods, providing seamless coordination, real-time communication, and proactive incident response during the holidays.
The complexity of holiday security
The holiday season brings unique challenges for security teams and clients alike. From fluctuating schedules to staffing shortages, the demand for continuous coverage doesn’t let up just because the calendar gets busier. But many organizations wait too long to prepare, submitting temporary service requests or updating protocols only after issues arise.
According to Kelcey, “The holiday season brings a unique set of security challenges for clients, often amplified by limited staffing and increased operational demands. Early planning is essential, but it’s often overlooked.”
District Managers (DMs), operating with reduced teams during this time, face increased workloads and communication bottlenecks, while the National Communications Center (NCC) manages higher call volumes and urgent service adjustments. For Remote Guarding (RG), fluctuating arming schedules tied to holiday events require precise coordination, while escalation protocols may shift without timely notice. Without proactive coordination, even minor oversights, such as outdated escalation lists or missed check-ins, can quickly create ripples that affect client satisfaction.
These seasonal pressures highlight the importance of proactive planning and clear communication for seamless security operations.
Real-time coordination: The SOC’s holiday backbone
At the core of seamless holiday security is the Securitas Operations Center, the centralized command hub that connects technology, teams, and timing. During peak demand, the SOC helps see that Remote Guarding Officers (RGOs) are equipped with live video feeds, scripted response protocols, and updated escalation pathways tailored to each client’s needs.
“When schedules shift last-minute or escalation contacts change, the SOC adapts instantly,” Jones explains.
“By integrating data from intrusion detection, access control, and mobile dispatch platforms, the SOC empowers teams to act swiftly and decisively, even when field resources are stretched thin. This agility transforms reactive security into proactive protection during the busiest time of year.
Preparing for peak season: The SOC’s readiness approach
Before the holidays begin, the SOC ramps up preparations to handle increased demand and help provide seamless support for clients navigating higher activity and risk. Refresher training helps NCC teams feel confident in executing client-specific protocols, while proactive outreach encourages clients to update their Standard Operating Procedures (SOPs) and submit temporary service requests early.
Coordination between DMs and the NCC is also key. By sharing client holiday schedules in advance, the SOC helps prevent unnecessary outreach for missed POCOs (proof of coverage) and avoids confusion when guards or managers are unavailable.
“This foresight helps prevent service disruptions and ensures that every escalation is handled with clarity and speed. The SOC also leverages structured dispatch protocols and QA tools to maintain consistency and professionalism across all client interactions. Through this layered approach, the SOC transforms holiday complexity into operational confidence.
Real-time monitoring: turning data into action
The SOC’s ability to help deliver real-time monitoring transforms reactive security into proactive protection. Using intelligent video analytics and site-specific scripting, Remote Guarding Officers can instantly assess alerts and can determine the appropriate response, whether to contact law enforcement, dispatch a mobile patrol, or notify the client.
Performance data tells a compelling story: the SOC acknowledges alarms in under 45 seconds and resolves incidents within three minutes on average. Supported by advanced AI tools, the team can automatically filter out false positives, route alarms to mobile units, and send immediate alerts to the right contacts.
“The SOC is the nerve center of our operations,” Jones emphasizes. “During the holidays, that means every second counts. Our systems and people work in sync so that no alert goes unanswered.”
Holiday security planning: staying ahead through preparation and communication
The most effective way to maintain seamless coverage during the holidays is through early planning and clear communication with the Securitas Operations Center (SOC). Many sites still rely on outdated SOPs that don’t reflect current schedules, staffing, or escalation protocols, leaving room for confusion when incidents occur.
As Kelcey emphasizes, “The SOC relies on accurate, up-to-date information to respond effectively.” By reviewing and updating SOPs in advance, confirming escalation hierarchies, and submitting temporary service requests early, organizations can help prevent unnecessary delays and last-minute staffing challenges.
The SOC’s preparation process mirrors this same discipline by testing systems, refreshing staff training, and reinforcing communication between District Managers (DMs), the National Communications Center (NCC), and clients. Together, these proactive measures help transform seasonal pressure into structured readiness, providing uninterrupted protection when it matters most.
Client satisfaction starts with clear communication
Even the most advanced systems rely on human communication to help deliver excellent service. A common source of frustration during the holidays is simple misalignment between schedules and expectations.
“If a District Manager knows a guard won’t arrive until a certain time, letting the NCC know allows us to communicate that to the client before they ever have to ask,” Jones explains. Without that transparency, clients might assume a no-show—even when the guard is simply scheduled later.
Similarly, when guards start their shifts without checking in with the on-site manager, clients may believe no one is on duty. Reinforcing check-in protocols and maintaining communication across teams helps prevent confusion and preserves the trust clients expect from Securitas USA during high-stakes periods.
Turning seasonal challenges into year-round confidence
The holiday season may test the limits of any security operation. Still, with early planning, open communication, and seamless coordination through the Securitas Operations Center, clients can move through it with confidence.
“During the holidays, our SOC becomes the nerve center of security operations. Real-time coordination isn’t just about technology; it’s anticipating client needs, adapting to changing schedules, and seeing that every escalation is handled with speed and clarity. Our team is trained to respond proactively, even when field resources are stretched thin.”
— Kelcey Jones, Director, Securitas Operations Center
Securitas USA’s layered approach, integrating real-time monitoring, proactive outreach, and strong client collaboration, proves that with the proper preparation, even the busiest time of year can be business as usual.
