How to Reduce Security Guard Callouts: 9 Strategies That Work
Last-minute callouts disrupt operations and frustrate clients. These proven strategies help reduce no-shows and build a more reliable workforce.
Call-outs and no-shows are among the biggest operational challenges in security. Every missed shift means scrambling for coverage, potential overtime, and possible service failures. Here's how to reduce them.
Reduce call-outs through better scheduling practices, addressing root causes (transportation, second jobs), clear attendance policies, technology for shift swaps, and building adequate staffing depth.
Understanding Why Guards Call Out
Before solving the problem, understand common causes:
- Transportation issues: No reliable car, transit problems
- Second job conflicts: Many guards work multiple jobs
- Childcare breakdowns: Especially for shift workers
- Health issues: Legitimate illness or chronic conditions
- Job dissatisfaction: Low engagement leads to reliability issues
- Scheduling problems: Being assigned shifts they can't work
Scheduling Best Practices
- Know availability: Track each guard's actual availability, including second jobs
- Consistent schedules: Same days/times when possible reduces confusion
- Adequate notice: Publish schedules 2+ weeks out
- Respect preferences: Consider commute distance, shift preferences
- Don't over-schedule: Burned-out guards call out more
Technology Solutions
- Shift swap platform: Let guards swap with each other (with approval)
- Open shift board: Guards can pick up extra shifts easily
- Mobile scheduling: Guards can see schedules and request changes on their phones
- Automated reminders: Shift reminders reduce no-shows from forgotten shifts
- Call-out tracking: Identify patterns by guard, site, day of week
Policy Approaches
- Clear attendance policy: Document expectations and consequences
- Progressive discipline: Warnings before termination
- Incentives for reliability: Attendance bonuses, preferred shift access
- Minimum notice requirements: Call-outs with advance notice are less disruptive
Building Staffing Depth
The best defense against call-outs is having backup:
- Maintain 1.2-1.5x staffing ratio for consistent coverage
- Build a pool of part-time and on-call guards
- Cross-train guards for multiple sites
- Create relationships with staffing agencies for emergencies
Address Root Causes
For guards with chronic call-out issues:
- Have a direct conversation about what's causing absences
- Explore schedule adjustments that might help
- Consider site reassignment (shorter commute)
- Provide resources (employee assistance programs)
Key Takeaways
- Understand why guards call out before implementing solutions
- Technology for shift swaps reduces call-out impact
- Clear policies with consistent enforcement set expectations
- Staffing depth is your best protection against coverage gaps
- Address individual root causes for chronic offenders
Written by
TeamMapTeam
TeamMap builds modern workforce management tools for security teams, helping companies track, communicate, and coordinate their field operations.
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