What a year we have had already! I would like to start by thanking every employee for their hard work and dedication as we traverse our way through these uncertain times.

I am not going to talk about COVID-19 and the impact it has on the operation, as we all know the effect it has caused and how we are working through each changing day. What I am going to highlight is some of the excellent work that has happened over the last three months.

Collective Bargaining Agreement

Firstly, we would like to welcome UFCW 401 as the union representation to our employees. As you are aware, the Collective Bargaining Agreement has been signed and is in effect.

STOP Program

We held a Townhall introducing an employee reward and recognition program called the STOP program. The Security Threat Observation Program (STOP) is comprised of training and an incentive program to recognize the individuals who identify the most security threats during a monthly period.

We encourage you to continue to work on the program and, by doing so, enhance the service delivery we are offering to the Calgary Airport Authority.

We have held a workshop with the following attendees: Angus Wilson, Elizabeth Warwick, Daniel McCormack, Ron Greenberg, Dan Watkins, Shannon Jacobson, Ronnie Dias, Shaun Devaux and Laraib Khan. We discussed the potential of improving security procedures and improving our service delivery through access points.

Several excellent suggestions were brought forward, which we are currently working on to not only improve the service delivery to our client, but to provide more significant support and assistance to our employees at these locations.

Shift Bid

Finally, we held a shift bid to realign all the shifts as per the request of many security guards and to be compliant with the CBA. This went without any hiccups – thank you to you and the team for working through this process. In addition to this, we have also realigned the shift supervisors back into teams. By doing this, it will create a better structure for the operation and create a better team spirit.

In closing, we have had a very active first quarter of the year. If anything is evident, it shows how well we as a team, adapt to the ever-changing environment that is working at an airport. I would like to reiterate my appreciation to the whole ASP team for their incredible efforts and support in making this operation the best it can be.

The first few months of 2020 have brought some exciting changes to the type of technology used by the Calgary team. These new systems and devices make our lives easier and our work more efficient and effective.

Tracking Training and Credentials

We are also in the process of implementing a new way of tracking training and credentials in SharePoint, which will make it easier for us to ensure that all employees receive notification well in advance of their license and training expiration dates.

Although we have had small challenges to overcome with transitioning to the new technology used in Calgary, the team has adapted well to the changes and has become better as a result. We will continue to look for new ways that we can support the team with better technology in the days to come and are always open to suggestions. If you have a suggestion, please reach out to your supervisor or manager.

ASP is constantly looking for ways to innovate and improve the way we operate both internally and externally.

At Ottawa’s McDonald Cartier International Airport, we will be piloting a new technology for customer service reporting. This proprietary reporting style will allow us to provide valuable information to our client in regards to their daily operations.

The new reporting style will also provide us a quality in-depth reporting system for ASP operations, allowing us to further customize our customer experience delivery to the passengers of the airports that we operate within. We are extremely excited to pilot this reporting technology and are confident that we will be rolling this out to other clients later in 2019.

We are pleased to announce that starting in January, 2019, Use of Force and Standard First Aid/CPR/AED, along with several other courses, will be delivered in-house at ASP’s downtown Toronto office.

This past November, the following people were certified as Use of Force Instructors through Life Safety Specialists Training Group (http://www.lsstg.com):

• Lisa MARSAN, Employee Development Manager
• Asad ABBAS, Service Delivery Manager
• Henry CHANTHANONG, Senior MPS
• Ryan KARAKIAN, Security Specialist, Union Station

Many thanks to LSSTG Master Trainer, Kevin Vandeyck, Ph.D. for partnering with ASP to certify our trainers. We are very grateful to Kevin for sharing his wealth of knowledge gained through many years of teaching Use of Force in the security industry. The instructor course was very comprehensive, challenging and fun!

Standard First Aid/CPR/AED will also be offered in-house starting in January as members of our team complete their instructor certifications with Rescue 7.

Other training courses being offered include
Tactical Communications, Customer Service and Edged Weapons. Please contact Lisa Marsan for a training calendar and to register for courses.

Within the security industry. there is always room for growth and new opportunities with new business and sites.

I want to take this opportunity to congratulate the ASP family for the growth within the Residential and Commercial division again.

In October, we were advised that we were awarded a new security services contract with the Toronto Transit Commission (TTC).

This was a big win for us, as we are able to showcase our high level of service in an area that we would like to grow in. We started this contract on November 24, 2018 and we have been able to make an immediate impact at this location with the highly skilled new staff that we have placed at this site; we have also improved the incumbent staff through coaching and mentoring.

This contract was awarded to us due to our reputation and the hard work of our field staff over the last several years at our specialist sites. This is a testament of how important it is to always maintain a professional image and attitude.

This contract has provided us with a multi- layer service, as we will be providing security at the client’s gate houses as well as high-risk sites. We will also be providing a mobile component to this contract that will allow us to continue growing our mobile team.

I want to thank all of the incumbent and new staff at the TTC for all of the hard work and assistance they have provided to us. The team’s support and willingness to help has been a big part of the success we have had early in these contracts and transitions. The team we have at all locations are uniquely trained and dedicated to the organization and client.

We have several projects in the works and I am looking forward to the continued growth within our ASP family and to see where we can take this in the future.

I want to take the opportunity to thank everyone in my division.

Over the last 18 months, we have experienced some extreme changes at levels from the senior management to the front-line team in the field. These changes have helped change the ASP image in the market and have elevated us to a level where we are a provider of choice.

The only reason we have been able to achieve this is because the team has worked tirelessly to make sure we maintain the high level of service that our clients have come to expect of us.

I want to send a personal thank you to Asad Abbas, Mike, Moledzki, Hardeep Khaneja, Henry Chanthanong, John Gangasingh and Lisa Marsan. This is the team that has sacrificed immensely over the last year to make sure we pushed through the difficult tasks and to make sure our team is supported. You guys have shown true dedication and passion and are an example of what true leadership and leading the vision through example.

I also want to recognize our supervisory and our front- line staff as well. The management team is regularly recognized for the successes of the organization but the supervisors and the front-line people are the reason we are all here. Without all of the hard work and dedication to what you do, we wouldn’t be able to have the reputation that we currently have in the marketplace. Every member of the ASP family on the front line has shown me that they not only care about their job, but also care about ASP and because of this, I am so proud of each and every one of you.

As the manager of this team, I can honestly say that I am the luckiest person, because I not only get to work with such amazing people, but I also get to be a part of a very unique team that shares the same vision at all levels.

I want to personally thank everyone one of you for everything you do and I sincerely appreciate all that you do. I am looking forward to an amazing 2019 with all of you.

The year has brought significant changes and upgrades to our training tool box, from redesigned learning paths on our Learning Management System, to new teaching strategies and techniques for in-class training.

At ASP, education never stops for our trainees or our instructors and coordinators. We understand that the core of our service is the strength of our people and the investment in their training.

Looking forward to another successful year in 2019!

In late 2017, we introduced Project Smile. Project Smile is a program that calls on Shift Supervisors and Shift Managers to nominate OSR Agents who are both opening and closing their passenger interactions with a smile.

Project Smile leads to other successful employee engagement programs such as the Perfect Attendance Challenge and the See It Reward It campaign.

Our first winner since the program’s return is OSR Agent Rina Viloria.

Rina wears a smile as part of her uniform every day. Since it’s the season of giving, Rina received a little something extra for putting her best foot forward every day. Well done, Rina!

The Operational Support Representative (OSR) team is excited to announce that we are launching French online learning modules on iSpring in the New Year.

We are creating e- learning modules that will have common airport-related phrases in French. The modules will include the phrase and/or word along with its phonetic pronunciation.

French learning modules will enable our team to continue to provide a world-class passenger experience in both English and French!

Passengers must be served in the official language of their choice.

As Canada is a bilingual country and Toronto Pearson International Airport operates under federal legislation, our ability to provide excellent service in both English and French will allow us to operate with ease in the aviation industry. It is essential for our team to have the knowledge of basic French airport-related items.

We plan to encourage and incentivize those who engage in further fluency practices such as enrolling in French-language courses and participating in other ASP French programming. All employees are encouraged to engage in the program; however, the modules will be geared towards the Operational Support Representative team.

As Toronto Pearson International Airport continues to thrive as a world-class leader in the aviation industry; ASP is thrilled to support and promote all initiatives that will contribute to Toronto Pearson becoming the best airport in the world!

In early September, members of the ASP K9 Unit from the Pearson Airport and Commercial teams coordinated with other K9 units.

K9 units from ASP, the RCMP, Ottawa and Montreal airports assisted officials from Transport Canada in the development of federal canine regulations for the screening of air cargo.

The new regulations will dramatically change the cargo shipping landscape in Canada by approving the use of explosives detection canines for the purpose of security screening in the supply chain for all cargo shippers.

The new Transport Canada regulations will give ASP K9 the unique opportunity to provide the services of our K9 detection program to cargo shippers and freight forwarders to supplement their existing screening processes. ASP K9 was fortunate to have been invited to Ottawa to assist with these working trials and be involved in the creation of a canine standard that will become Federal Law by the end of 2019.

Pictured here, TPIA handler Isaiah Bharath takes instruction from a Transport Canada chemist regarding a search exercise, while his canine partner Josh gets ready.