Reliability
1 Star – Poor Reliability
- Frequently late or absent without notice
- Misses shifts, causing coverage gaps and client dissatisfaction
- Cannot be depended on to fulfill basic scheduling requirements
2 Stars – Below Average Reliability
- Occasionally late or calls out with little notice
- Causes scheduling strain and disrupts continuity of service
- Demonstrates inconsistent commitment to assigned duties
3 Stars – Standard / Adequate Reliability
- Generally punctual and maintains acceptable attendance
- Provides notice for absences but not always well in advance
- Meets minimum reliability standards but does not exceed expectations
4 Stars – Strong Reliability
- Consistently present and on time for all scheduled shifts
- Provides timely notice when emergencies or conflicts arise
- Dependable and trusted by supervisors to maintain post coverage
5 Stars – Exceptional / “Gold Standard” Reliability
- Perfect or near perfect attendance and punctuality record
- Always arrives early, fully prepared, and ready for duty
- Anticipates scheduling needs, volunteering for additional coverage when required
- Serves as a role model for peers, reinforcing a culture of dependability and accountability
Trustworthiness / Integrity
1 Star – Poor Integrity
- Demonstrates dishonest or unethical behavior (lying, covering mistakes, mishandling client property).
- Violates company policies or client trust
- Creates risk for the company and damages reputation
2 Stars – Below Average Integrity
- Questionable decision-making at times (cutting corners, not reporting minor issues)
- Requires frequent supervision to ensure compliance
- Trustworthiness is uncertain, leading to reduced confidence from peers and clients
3 Stars – Standard / Adequate Integrity
- Follows rules and procedures most of the time
- Generally reliable but may lack initiative in reporting issues transparently
- Demonstrates acceptable but not outstanding ethical behavior
4 Stars – Strong Integrity
- Consistently honest and dependable in carrying out duties
- Reports incidents accurately and promptly without exaggeration or omission
- Acts as a role model for peers and demonstrates respect for policies, property, and confidentiality
5 Stars – Exceptional / “Gold Standard” Integrity
- Exemplary honesty, transparency, and ethical decision-making at all times
- Trusted to handle sensitive information, valuable assets, and complex situations without supervision
- Demonstrates moral courage by doing the right thing even when difficult or inconvenient
- Becomes the standard-bearer of trustworthiness for peers, supervisors, and clients alike
- Builds long-term confidence that the company’s reputation and the client’s interest are always safeguarded
Report Writing
1 Star – Poor Report Writing
- Reports are incomplete, inaccurate, or missing information
- Contains frequent spelling/grammar errors that make them unprofessional or unclear
- Fails to capture key details, leading to liability or gaps in documentation
2 Stars – Below Average Report Writing
- Reports are submitted inconsistently or late
- Basic information is included, but important details are often overlooked
- Lacks structure and requires frequent corrections from supervisors
3 Stars – Standard / Adequate Report Writing
- Reports are generally clear, timely, and contain the required information
- Minimal errors in grammar or format
- Adequately documents incidents but may lack depth or professional polish
4 Stars – Strong Report Writing
- Reports are consistently accurate, detailed, and professional in tone
- Timely submission with strong attention to relevant facts and sequence of events
- Provides supervisors and clients with clear, reliable documentation
5 Stars – Exceptional / “Gold Standard” Report Writing
- Reports are thorough, precise, and written to the highest professional standards
- Captures all essential facts, observations, and actions with clarity and objectivity
- Free of errors and structured for easy comprehension by clients, law enforcement, or legal review
- Consistently sets the standard for report quality within the team
Appearance
1 Star – Poor Appearance
- Uniform is incomplete, dirty, or wrinkled
- Grooming is unprofessional (unkempt hair, facial hair, or hygiene issues)
- Officer looks disorganized and creates a negative impression
2 Stars – Below Average Appearance
- Uniform is worn but not well-maintained
- Minor grooming issues or missing small details (improper shoes, missing tie clip, etc.)
- Appearance does not fully reflect company or client standards
3 Stars – Standard / Adequate Appearance
- Uniform meets minimum requirements (clean, presentable)
- Grooming is acceptable but not polished
- Officer appears professional, though not exemplary
4 Stars – Strong Appearance
- Uniform is consistently well-maintained (pressed, complete, properly fitted)
- Grooming and hygiene are neat and professional
- Presents a reliable and confident image to clients and the public
5 Stars – Exceptional / “Gold Standard” Appearance
- Immaculate uniform at all times: pressed, clean, with all required accessories (badge, tie clip, lapel pin, etc.)
- Grooming and hygiene are flawless, projecting sharpness and authority
- Demonstrates pride in personal presentation, embodying the company’s professional brand
- Stands out as a role model for peers and inspires client confidence the moment they arrive on post
Customer Service
1 Star – Poor Service
- Guards are unprofessional in appearance and behavior
- Minimal communication, often unresponsive to client needs
- Lack of situational awareness and visible presence
- Clients feel unsafe or disregarded
2 Stars – Below Average Service
- Guards fulfill only the most basic duties but lack initiative
- Communication is inconsistent or unclear
- Response to incidents is slow or incomplete
- Client interactions feel transactional, not supportive
3 Stars – Standard / Adequate Service
- Guards meet contractual obligations consistently
- Professional in demeanor but limited personalization
- Communication is acceptable but not proactive
- Incident handling follows protocol but without added insight
4 Stars – Strong Service
- Guards demonstrate professionalism, courtesy, and reliability
- They communicate clearly and provide timely updates
- Show initiative in identifying risks before they escalate
- Clients feel supported and respected
5 Stars – Exceptional / “Gold Standard” Service
- Guards consistently go above and beyond contractual duties
- They blend professionalism with empathy, treating every client and visitor with respect and dignity
- Communication is proactive and solutions-oriented, keeping clients informed in real time
- Guards demonstrate situational mastery: anticipating risks, de-escalating conflicts, and ensuring safety seamlessly without disrupting the client’s environment
- They serve as ambassadors of the client’s brand, enhancing reputation through polished appearance, courtesy, and vigilance
- The service is predictable, consistent, and measurable, supported by reporting systems and feedback loops that reinforce trust
Situational Awareness
1 Star – Poor Situational Awareness
- Frequently distracted or inattentive while on post
- Fails to notice obvious risks, suspicious behavior, or safety hazards
- Poses a liability by reacting late or not at all to developing incidents
2 Stars – Below Average Situational Awareness
- Occasionally overlooks details or misses early warning signs
- Requires supervisor intervention to identify and respond to risks
- Provides minimal or delayed observations, reducing proactive security posture
3 Stars – Standard / Adequate Situational Awareness
- Maintains general awareness of surroundings and routine activities
- Identifies most unusual or suspicious activity but may not consistently act immediately
- Provides adequate reports and observations that meet basic expectations
4 Stars – Strong Situational Awareness
- Consistently alert and observant, quickly identifying potential risks or unusual behaviors
- Proactively reports findings and communicates concerns to supervisors or clients
- Demonstrates sound judgment in monitoring environments and preventing issues before escalation
5 Stars – Exceptional / “Gold Standard” Situational Awareness
- Exemplary vigilance and attentiveness at all times, even in high-pressure environments
- Anticipates and mitigates risks before they develop into incidents
- Provides detailed, actionable observations that improve safety, client confidence, and operational effectiveness
- Serves as a role model for peers, setting the standard for professional vigilance