Reviews & Ratings Responsibilities
What are the requirements for security agencies when leaving reviews for security officers?
Providing honest, timely, and consistent performance feedback is a core responsibility of all security agencies participating in the CPSO program.
CPSO relies on agencies to act as qualified evaluators of officer performance. Because ratings contribute to an officer’s professional record, agencies are entrusted with significant responsibility to ensure evaluations are fair, accurate, and defensible.
Participating agencies must:
- Provide quarterly ratings for all active security officers
- Ensure each officer receives four reviews per year
- Base ratings on observed performance and documented behavior, not personal preference
- Use the CPSO rating categories and definitions as intended
Agencies that fail to provide regular, accurate ratings undermine system integrity and may be subject to review.
Are agencies required to use standardized review methods?
Yes. Agencies must apply consistent evaluation standards across their workforce.
If an agency is lenient or strict in a particular category, that standard must be applied uniformly to all officers. Agencies are encouraged to maintain written internal guidelines that:
- Define what each rating level represents
- Ensure consistency across supervisors and locations
- Support defensibility in the event of audits or disputes
Standardization protects both officers and agencies by reducing bias and inconsistency.
Who should be responsible for completing officer reviews?
Officer reviews should be completed through a coordinated process involving:
- Field supervisors
- Site managers or operations managers
- Human Resources or compliance personnel (as applicable)
Agencies should clearly designate who has authority to issue ratings and ensure those individuals are properly trained on CPSO standards.
Agency Participation & Eligibility
What are the requirements for a security agency to participate in CPSO?
Eligibility requirements mirror those mandated by the California Department of Consumer Affairs (DCA) and the Bureau of Security and Investigative Services (BSIS) for Private Patrol Operators.
To participate, an agency must maintain:
- An active Private Patrol Operator (PPO) license
- An active PPO Qualified Manager license
- Current General Liability insurance, with BSIS listed as a certificate holder
Failure to maintain any of the above may result in suspension or removal from CPSO access.
Can security agencies add additional licenses to their CPSO profile?
Yes. Agencies may list additional qualifying licenses to enhance transparency and credibility, including:
- Training Firearm Facility license
- Baton Training Facility license
- Private Investigator (PI) license
These licenses help demonstrate expanded capabilities and compliance.
What happens if a security agency’s license expires, is suspended, or revoked?
If an agency’s PPO license becomes inactive (expired, suspended, or revoked):
- The agency has five (5) business days to restore the license to active status
- Failure to do so will result in temporary removal of CPSO platform access
Access may be reinstated once licensing is verified as active and compliant.
Platform Governance & Accountability
Are agencies required to maintain a Standard Operating Procedure (SOP) for CPSO usage?
Yes. Participating agencies must maintain a written SOP governing CPSO platform usage.
At minimum, the SOP should address:
- Who has administrative and reviewer access
- When and how officer ratings are issued
- Who is authorized to associate (map) officers to the agency account
- How job postings and assignments are managed
- Data accuracy, confidentiality, and internal review controls
An SOP ensures accountability, continuity, and compliance across the organization.
How does CPSO monitor agency compliance and proper platform usage?
CPSO may monitor agency participation through:
- Rating frequency and completion audits
- Pattern analysis for rating consistency or irregularities
- License and insurance verification checks
- Review of complaint or dispute trends
Agencies demonstrating misuse, neglect, or manipulation of the rating system may be required to undergo corrective action, administrative review, or suspension from the platform.
What are CPSO best practices for security agencies?
CPSO strongly encourages agencies to:
- Train supervisors on rating standards before issuing evaluations
- Discuss ratings directly with officers each quarter
- Document performance concerns and improvement plans
- Use ratings as a development tool, not discipline
- Maintain transparency and consistency across all sites
Agencies that follow these practices tend to experience improved officer retention, higher performance levels, and stronger client trust.