January/February 2011

A publication for HSS employees and customers In This Issue
Company News
HSS Partners to Combat
Hospital-Acquired Infections
Welcome Atlanta International
and San Diego International Airports
Dennis Parr Retires
DIA Named Best North American
Airport-Again!
Helping Hospitals Get the Biggest
Bang for Their Buck
Serving Regional Trauma Centers
Driving a Million Miles for Customers
Extending Hospital Security Therapeutically
Employee News
Service Anniversaries
Incentives for Safety
PRIDE Champions
Get Your W-2 Online
Measuring Up
HSS Employee Benefits News
Meet PRIDE Champions
Safety Spotlight
Wellness Wisdom
Test YOUR NUMBER*
Blood pressure
LDL (bad)
cholesterol
Blood glucose
(fasting)
Triglycerides
(type of fat found in blood)
From the CEO
2
3
4
5
6
7
8
8
2—3
4
5
9
9
10
11
11
12
Know Your
Numbers
January | February 2011
Are You Up For It?
Are you up to joining your fellow employees in an important
assignment? One that will have a positive impact on you and
your family? One that will also have a significant impact on
the success of HSS in 2011 and future years?
I know we have great people in this company who are dedicated to doing
the right thing for our customers and creating great customer experiences, so I’m confident you are up to this important assignment. I’m asking you to take care of yourself,
know your numbers, and, if you’re enrolled in an HSS health plan, complete free biometric testing and
an online health risk assessment. These are the first steps toward a healthier lifestyle.
Your health and well-being are important business issues because we care about you as a member of
the HSS team. Your health also impacts job performance. It’s difficult to give your customers 100%
when you feel tired or sick. Your health impacts health insurance costs, too, which continue to go up
faster than every other business expense we have.
All of us, whether enrolled in an HSS health plan or another plan, have room for healthy improvement
in our lives. Our “Know Your Numbers” campaign is about you knowing your “biometric” numbers for
important health risk factors related to cholesterol (LDL and HDL), blood sugar, and blood pressure,
that can lead to serious illness. For example, if you know your cholesterol level is high, you can take
measures to decrease your level and avoid a possible heart attack or stroke. One study shows that
people who know their numbers and take the appropriate action can reduce their health risks by 50%
after only 12 months. A low-cost way to learn your numbers is by attending a community health fair.
Or tell your doctor you want to know your numbers, what they indicate about your health, and what
steps you can take to reduce any health risks your numbers suggest.
The free biometric testing offered by our new health insurance provider, CIGNA, is an easy way for
employees enrolled in an HSS health plan to know their numbers. The online health risk assessment
provides additional valuable information. That’s why HSS encourages you to take
advantage of both these tools for healthier living. If you complete both
by April 15, 2011, you will maintain your discounted insurance premium. If you do not participate in biometric testing and the health
risk assessment (you must do both), you will lose the discount
and your premium will go up $58.00 per month. Watch for
more information over the next few weeks.
If you are up for this assignment, and you take steps to
reduce your health risks, you and HSS can do even better
in 2011. Have a happy, healthy, and safe new year!
*These numbers vary with age, gender, and
other factors, so ask your doctor what
numbers are right for you.
Insights | 1
celebrating service
These HSS employees celebrated service
anniversaries in October, November, and
December 2010. We are pleased to recognize
them for their dedication to our company
and our customers.
5-Year Anniversaries
Aviation & Government Services
Ali Ahmed
Arizona Security
Diondrai Hursey
California Security
Stephen Padilla
James Robbennolt
Blamasee Sarnor
Anthony Scott
John Taiviti
Colorado Security
Joshua Anderson
Juan Arriaga
Goerge Boadu
Guimps Desir
Frederick De Smet
Janet Maestas
Jacob Martinez
Pavel Naumenkov
Oumar Ndiaye
Ronald Parr
Jerry Smith
Lorenzo Washington
Manuel Yzaguirre
Wyoming Security
Kirk Mann
Thomas Parker
HSS Partners to Combat
Hospital-Acquired Infections
O
ne of the most deadly and costly problems faced by hospitals today is hospital-acquired infections (HAIs). Salmonella, staph, hepatitis, and other organisms cause nearly 100,000 deaths
each year in the U.S. and infect an estimated 1.7 million people. Business Week magazine described “stopping infection in hospitals” as one of the top five methods for controlling healthcare costs.
Building on our history of responding to customer needs, HSS is helping combat the HAI problem by
partnering with Bio-Intervention Specialists (Bio-IS) to deploy their new rapid-response hospital
disinfection service.
This service improves the overall disinfection of hospital physical plants through an integrated
“Bio-Intervention Process” using Bio-IS’s new product, Electro-BioCide, a recently EPA registered
broad-spectrum hospital disinfectant. Electro-BioCide is the first to market, EPA Category IV practically
non-toxic, environmentally friendly disinfectant that also has the broad spectrum, six log (99.9999%)
kill rate that healthcare institutions seek.
Combining the disinfecting power of Electro-BioCide, a state-of-the-art electrostatic spraying system,
and certified bio-intervention specialists, the Bio-IS service provides hospitals with a 21st century
technology solution to replace the spray bottle and rag method that has been used for hard-surface
disinfection for decades.
Bio-IS has a team of bio-intervention specialists, but, to increase its ability to respond quickly to
outbreaks throughout the U.S., the company has certified HSS Environmental Health & Safety staff as
bio-intervention specialists as well. Both Bio-IS and HSS specialists can respond to calls from hospitals
for assistance, provide service on a prearranged schedule, or be positioned permanently at any hospital.
According to Tom Boyer, CEO of Bio-IS, “We chose to partner with HSS because it is a highly regarded
hospital services company rated by Modern Healthcare magazine as one of the leading providers of
healthcare support services in the country.”
“We’re pleased to work with Bio-IS,” says Mercedes Merchant, Director, HSS Environmental Health &
Safety. “Their EPA-registered product and service protocol give healthcare facilities a simple, cost-effective
method for disinfecting environmental surfaces, reducing the incidence of hospital-acquired infections
and ensuring quality care for their patients.”
For more information about this revolutionary new hospital disinfection service, or to request immediate
assistance, call 1-800-699-4230.
Human Resources
Ron Mack
Medical Equipment Management
Christopher Eastridge
Kevin Pearson
Staffing
Geraline Drew
Barbara Manzanares
Robert Mugagga
Amy Siders
Jerry Tackett
Systems Integration
Jason Jackson
Continued on page 3
Bio-Intervention Specialists has partnered with HSS to provide nationwide on-site bio-intervention services for
hospitals utilizing Electro-BioCide, a unique disinfecting technology that is practically non-toxic, environmentally
friendly, and offers a broad spectrum six-log kill against major infectious organisms. Electro-Biocide is applied by
certified bio-intervention technicians with an electrostatic sprayer.
2 | Insights
HSS Lands at Atlanta International
and San Diego International Airports
H
SS Aviation and Government Services had two big wins in late 2010—selection as the security
services provider to Hartsfield-Jackson Atlanta International Airport, the world’s busiest
airport, and San Diego International Airport, the nation’s busiest single runway airport. HSS,
which won the multi-year contracts in competitive bidding, replaces large national security firms.
“We are proud to be selected by
these prestigious international
airports,” says Mike Lanam, Vice
President, HSS Aviation and
Government Services. “They have
excellent reputations for their
security programs and we believe
they selected HSS because of the
depth of our aviation-specific security
experience and knowledge and our
track record of maintaining safe
airport environments for employees,
vendors, and travelers.”
celebrating service
10-Year Anniversaries
Aviation & Government Services
Joseph Marfo
California Security
Nicolas Francisco
Jesse Sanchez
Young Shin
Colorado Security
Brett Anscomb
Alice Cruz
Mark Palmer
Frank Vallero
Staffing
Linda Suter-Gibson
HSS AGS Vice President Mike Lanam with SAN Security Officers
Perpetus Steinsiefer, left, Diane Brooks, Cynandra Stripling
HSS also provides security at Denver International Airport, which has the largest land area in the nation;
General Mitchell (Milwaukee) International Airport, which has had record growth in passenger traffic
for 13 consecutive months; Portland International Airport, which is ranked the #1 airport by business
travelers; and Orlando International Airport, one of the largest U.S. origin-destination airports.
San Diego International Airport
HSS took over as security services provider at San
Diego International Airport (SAN) on November 20.
An estimated 17 million passengers fly in and out
of SAN’s three passenger terminals annually. There
also is one air cargo building.
The HSS team is led by James Barnes, Program
Manager, who was the regional manager for the
security firm that previously held the SAN contract.
“San Diego airport officials chose HSS because
of its airport specialization and experience,” says
Barnes. “Unlike other firms that also provide security to high-rise buildings, malls, and manufacturing HSS Program Manager James Barnes in Security
Operations Center
facilities, HSS Aviation and Government Services
focuses on aviation. As a result, HSS’s knowledge of the industry and airport issue specific training are
second to none.”
There are more than 75 HSS security officers and supervisors helping ensure a safe environment at the
airport. Their key responsibilities include securing the airport perimeter; inspecting vehicles, vendors,
employees, and the airfield; securing access points out of the terminal; monitoring access control systems and alarm notification response in the airport’s Security Operations Center; and working with the
TSA on security directives mandated by the Department of Homeland Security.
Barnes is a San Diego native. In addition to his aviation security experience, he has served as a Customs
Border Protection and Immigration Officer and a municipal police officer in the San Diego area. He
earned a B.S. degree in Criminal Justice and Administration from the University of Phoenix and is in a
pilot Master’s degree program in Homeland Security Management at the same university. He and wife,
Jennifer, have two children. “I chose to join HSS for many of the same reasons the airport chose HSS
as its security provider,” describes Barnes. “I really appreciate the excellent support I receive from HSS
senior management. It’s much more than I received from my previous firm.”
15-Year Anniversaries
Aviation & Government Services
Lilay Fisseha
Gary Marr
John Salazar
Colorado Security
Martin Gallegos
20-Year Anniversaries
Daniel Miller, Colorado Security
25-Year Anniversaries
Wayne Schell, President and CEO
30-Year Anniversaries
William Staggs, Medical
Equipment Management
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Read about the HSS security team at Hartsfield-Jackson Atlanta International Airport in the next issue
of Insights.
Insights | 3
Creating Great
Customer
Experiences
Barbara LaBrosse oversees international departures/arrivals at Portland
International Airport, an HSS Aviation
and Government Services customer
since 2009. She sent the following
complimentary email to Cary DeMille,
HSS Program Manager, about Security
Officer Sara Smith.
“Approximately 2 weeks ago I had the
opportunity to observe Sara working in
the international arrivals corridor. We
had a brief discussion about a lone Port
firefighter that seemed to be confused
in where he was to meet his party. As
we discussed the firefighter’s dilemma,
a badged individual attempted to enter
the international corridor on the tail of
international passenger entry. Sara was
polite, yet firm, in advising him that he
would need to use another entrance.
Sara continued to provide access to the
international passengers, welcoming
them as they passed into the hallway.
The individual she had encountered
prior then attempted to gain access
by swiping his card, however access
was denied. Sara reminded him again
that he would need to use another
entrance point. The individual advised
he was with Dynalectric and asked
if Sara could provide him with some
equipment numbers that were located
near the door. Sara advised the gentleman that she was in the middle of an
international arrival and that when the
hallway was clear, he, after using the
proper entrance, could come into the
hallway to perform his task.
I was impressed at Sara’s professionalism
and steadfastness in dealing with the
Dynalectric employee and felt that, had
I not been present, she would have
handled it in the same manner. She
presented a friendly face to the passengers, and firm demeanor to the
interloper.”
Incentives for Safety
H
SS Aviation and Government Services launched a safety incentive program in 2010. “The
program encourages HSS security officers to pay even greater attention to their surroundings,”
says Monica Serrano, AGS National Director, “especially to the obstacles and hazards that can
cause slips, trips, and falls—the most common source of injury to HSS employees on the job.”
Employees can earn $10 Safety Awards through the HSS Rewards program every time they notify their
supervisor of unsafe conditions that result in corrective action.
Also, in recognition of the fact that maintaining a safe work environment is a team effort, employees are
eligible for a $50 Safety Award every month their business unit/location has no time lost due to on-thejob injuries. Names are randomly drawn and one $50 award is given for every 25 employees at the location.
Congratulations to these HSS locations for having zero time lost to work-related injuries since the
program was launched, and to the employees who earned $50 Safety Awards:
Denver Government Services (program started in November)
November: Lana Berta, Mahesh Bhattarai, Melissa Chavez, Chris Doyscher, Josephine Haas
December:Diane Callaham, James Daniel, Rebecca Garcia, Richard Oaks, Bruno Straubinger
Douglas County, Colorado
August: Mike Couts September: Frank Luhan
Orlando International Airport
August: Thomas Hoisington, Ruth Mcfield, Rafael Ramirez
November: Warren Lewis, Marissa Medder, Luis Rosario
December: Willdemar Baez, Domingue Franklin,
Stefhanie Thomas
Portland International Airport
August: Eric Hamburg, Ratko Zlikovac
September: James Ferrante, Gerry Hillebrand
October: Kernan Bagley, David Martz
November: Stephanie Jackson, Jason Johnson
December: Judy Amoui, Joshua Granberg
San Diego International Airport (program started in December)
December: Nick Guevara, Andrew Schmidt
Keep up the good work!
Dennis Parr Retires
Over the course of his 10-year career with HSS, Dennis Parr,
Regional Director, Healthcare Security, managed almost every
HSS customer in the company’s Central Region, which consists
of Arizona, Colorado, Mississippi, Texas, Wisconsin, and Wyoming.
“The most rewarding part of this job,” he says, “was helping
develop HSS on-site operational leaders. Through classroom and
hands-on training, we developed professionals who identify with
and understand the healthcare environment and deliver exceptional security programs tailored to our customers.”
Dennis Parr
Dennis’ career path was a circuitous one. After receiving his degree in horticulture from
Purdue University, he spent three years on active duty with the U.S. Army and 10 years
with the Army National Guard. “After leaving the service, I thought I would operate a
continued on page 5
4 | Insights
greenhouse,” he states, “but, when that didn’t work out, I responded to an ad for a landscape
gardener at Parkview Hospital in Fort Wayne, Indiana. I stayed 27 years, eventually having
responsibility for multiple departments, including security.”
After taking over management of Parkview’s security division, Dennis felt he needed to
learn more about healthcare security. Through HSS consultative services, he was introduced
to the International Association for Healthcare Security & Safety (IAHSS), becoming the
Indiana IAHSS Chapter Chair. “Healthcare security fascinated me from the beginning and
I believed it had tremendous growth potential,” he says. “When HSS contacted me about a
position working with their Denver healthcare customers, I was ready to make the move.
My wife, Sandra, told me that if I didn’t accept the job, she would! She was very excited
about the move to Denver.”
According to Wayne Schell, HSS CEO, “Dennis has played an integral role in our company’s
growth over the past 10 years. He ensured HSS delivered outstanding security programs
that met customer needs, created great customer experiences, and maintained high
customer retention.”
Tony York, HSS Senior Vice President, Security, adds, “Dennis has great industry insight and
is very customer oriented. He has cultivated many long-term relationships that have helped
HSS build the reputation and leadership position it enjoys today in the healthcare industry.”
The Parrs live in Conifer, Colo., with their three Weimaraners. Their daughter and grandson
live in Florida. Dennis has many retirement plans. “There’s at least 100 miles of river I want
to fly fish in Colorado, South Dakota, and Wyoming,” he notes, “and more bamboo fly rods
I want to collect and repair.” His 92-year-old mother still lives on the Indiana farm that has
been in the family for over 100 years and “I’m going to spend more time with her,” he concludes.
Congratulations, Dennis, on your retirement and many thanks for all your contributions to
HSS and its customers.
Denver International Named Best
Airport in North America—Again
A
t a gala ceremony in December, Business Traveler magazine announced the
winners of the 2010 “Best in Business Travel” Awards. Denver International
Airport (DIA), an HSS Aviation and Government Services customer since
construction began on the facility in the late 1980s, was named the “Best Airport in
North America” for the sixth consecutive year.
“DIA is honored to be the only airport ever to receive this award six consecutive years,”
says DIA Aviation Manager Kim Day. “The 30,000 people who work at the airport are
to be congratulated for balancing safety and security with providing an enjoyable
experience for travelers.”
DIA is the 10th busiest airport in the
world and the 5th busiest in the U.S.
The HSS security team of 350-plus at
DIA is the company’s largest security
program. HSS Program Manager John
Costigan comments that a key reason
HSS has maintained a successful longterm relationship with DIA “…is that we
work closely with airport management,
TSA, and airline representatives.”
a matter of PRIDE
Congratulations to these employees who
earned PRIDE Champion awards in October,
November, and December 2010. Thank you for
supporting our core values and delivering on
our promise: Above and Beyond! Nominate an
HSS employee who’s gone above and beyond
at www.HSSRewards.com.
Aviation & Government Services
Monica McRae (Public Office Bldg)
John Bearss (Denver International Airport)
Todd Haley (Denver International Airport)
Michael Patek (General Mitchell International
Airport – Wisconsin)
Juanita Reyna (Denver International Airport)
Anthony Romero (Denver International Airport)
Elizabeth Shamitz (Denver International Airport)
California Security
Sumer Sahota
Armand Velarde
Colorado Security
James Hegland
Shon Kiniston
Randolph Lara
Texas Security
Mustapha Rhimi
Wyoming Security
Mark Jenkyns
Medical Equipment Management
Jeffrey Bouwman (Kansas)
Derek Gelderman (Colorado)
Christopher Eastridge (Sterilizer)
Matthew Oetker (Sterilizer)
Robert Pirrung (Sterilizer)
Gary Waters (Sterilizer)
HSS Security Officers “… are skilled
and well-trained. They are proud of
what they do. We have a great group
of officers here. They are proud of
the facility and the job they do. Our
officers aren’t armed, but they are
armed with wit and intelligence.”
John Kendle, Director of Operations,
Support Services, St. Joseph’s Medical Center, Stockton, Calif. An HSS
customer for over 15 years.
Insights | 5
Creating Great
Customer
Experiences
Mick Krantz, Director of Risk
Management for Presbyterian
St. Luke's Medical Center (PSL) and
The Rocky Mountain Hospital for
Helping Hospitals Get the
Biggest Bang for their Buck
H
ospitals enter into service agreements for a wide variety of equipment and services, including
diagnostic imaging equipment, sterilizer and laboratory equipment, surgical tool maintenance,
and medical gasses. At large hospitals, trained contracting professionals ensure their facility
has the right agreements at the appropriate price for its needs and budgets. At smaller hospitals, many
department heads negotiate their own service agreements.
“Our Department Directors were doing a good job with service agreements,” says Dan Brandt, Director,
Materials Management, Estes Park (Colorado) Medical Center, a 25-bed critical access acute care facility
that also operates a 60-bed skilled nursing facility, family medical clinic, and a home health and hospice
department. “But it was hard to tell if we were getting the biggest bang for our buck on all of
these agreements.”
Children (RMHC), sent this note
about the professionalism and
helpfulness of HSS Security Staff to
Program Manager Eric Ellwanger.
PSL has been a customer of HSS
since our founding in 1967.
”My neighbor’s daughter has been a
patient in our RMHC since last Monday
and today he shared with me that they
have been very pleased with every
aspect of the care they have received
Estes Park Medical Center saves with SAVeR
from the entire staff at RMHC. He then
The Estes Park facility has been an HSS biomedical equipment maintenance customer for over 16 years.
Brandt discussed his concern with Tom Nirschl, HSS Biomedical Services Manager, and Randy Sullivan,
HSS Medical Equipment Asset Manager, and asked if HSS could help.
went on to say that he was especially
impressed by the security staff at PSL,
as he and his wife have spent entire
days and nights continually coming
and leaving RMHC and using various
parking structures. The security staff
have always been very professional
and helpful in showing them around
the facility as they navigated to and
from their daughter’s room. He said
they are `the most friendly and helpful
security personnel he has ever been
around.’ Just another testimony that
every person at PSL can make a
difference in our patient’s care and
satisfaction of the service they receive.
As it has done so many times in the past, HSS responded by developing a creative new solution—SAVeR,
short for Service Agreement Value Review. “Our goal was to help Dan answer several key questions,”
describes Randy Sullivan, “including Do I have the right agreements? Are they at the right price? Am I
being billed correctly?”
Estes Park Medical Center piloted SAVeR for over six months in 2009-10. Sullivan reviewed service
agreements identified by the hospital and gave hospital leadership and department heads vendor and
service options to review. For example, he recommended that the hospital’s agreements with six medical
gas suppliers be consolidated into two in order to simplify invoice review and qualify for lower pricing.
“The HSS fee totaled $32,000 for 24 months, and we saved almost $57,000 in the first 16 months, giving
us a hard savings of over $24,000,” states Brandt. “That’s already a significant savings for a hospital of
our size and we anticipate more savings in the eight months remaining on this contract.
“Equally important,” he continued, “we’ve saved hours of work evaluating vendors and service agreements
and we’ve learned how to negotiate agreements even better. Department Directors, initially skeptical
about the service, are pleased that they retain decision-making responsibility for their department, but
don’t have to do all the leg work. Finally, we now have total confidence that we have the right agreements,
the right level of service, and the best price.”
Given its success in Estes Park, SAVeR is being rolled out to more hospitals. It has been presented to
hospitals in Colorado and Kansas and Brandt has recommended it to 14 rural Colorado hospital directors
of materials management. “This is a no-brainer,” he comments. “You’ll pay a little upfront, but, over the
course of the program, you’ll save way more than that fee—and HSS guarantees it.”
Information about SAVeR is available by emailing mem@hss-us.com or calling 303-603-3060.
6 | Insights
HSS Meets Special Challenges of Regional Trauma Centers
H
SS Healthcare Security has a long track record of helping regional
trauma centers provide safe and caring environments for their staff,
patients, and visitors. A regional trauma center is the lead trauma
center for a large geographic area. Many are in small towns, hundreds of
miles from large urban centers.
Hulse also says it’s important for security officers at St. Mary’s to have
more of a customer service perspective than an authoritarian one. “I tell
applicants that the job is 95 percent customer service and 5 percent security.
As a security officer at St. Mary’s, you have to look for ways to help people
and do it with a smile. HSS Recruiting helps me find this type of individual.”
“These facilities have unique challenges,” says Tony York, Senior Vice
President, HSS Security. “First, they have to deal with the same types of
trauma as large hospitals, plus the injuries and issues associated with
rural and farming communities. So they do it all. Second, they have to
accommodate large numbers of family members and friends who often
travel long distances to be with patients. Since they are far from home,
they may camp out in waiting areas. Hospitals have strict visitor policies,
especially in intensive care units. These rules must be enforced for the
safety and security of patients and other visitors, but, given these circumstances, they must be enforced in a compassionate and caring manner.
Finally, while urban hospitals may be able to transport individuals with
behavioral and mental health issues to an intake facility in a matter of
hours, it can take days for a regional trauma center. These facilities see
many high risk patients and these patients often are in the hospital longer.”
Wyoming Medical Center
St. Mary’s Hospital and Regional Medical Center
St. Mary’s, located in Grand Junction, Colo., is a 350+ bed, regional Level II
trauma center serving western Colorado and eastern Utah. HSS has provided
security services to the hospital for over 20 years. Corey Hulse, HSS
Program Manager, says that fluctuating patient loads are a challenge for
this regional trauma center. “At times, there’s not a room available in the
Emergency Department (ED),” he says. “At other times, things are quiet.
It’s difficult to plan for that.”
In order to ensure the hospital has the security it needs, and cost effectively,
Hulse has a staff of full-time, part-time, and flex officers. Flex officers are
students or individuals with other jobs who go through the same training
as full-time security officers but only work a few hours a month—enough
to maintain their skills. “The hospital has given us the flexibility to bring
in additional trained security when needed,” he states. “For example, one
night the hospital had three back-to-back patient assists in the ED. That left
us short of officers for hospital patrols. I was able to contact an officer who
came in at 3:30 a.m.”
HSS Security team members, from left, Priscilla Haynes, Rose Martinez, Randy Garner,
Camillo Gonzales, Michael Knight, John Caywood, John Averitte, Shon Kiniston,
Nicole Wild
An HSS customer since 1979, Wyoming Medical Center is a 200+ bed
regional medical center. It serves the entire state of Wyoming from its central
location in Casper and operates the only air ambulance service in the state.
Mark Jenkyns has been HSS Program Manager since 2005.
The facility handles all types of trauma—shootings, car accidents, hunting
accidents and injuries, injuries suffered on and off the job by fluctuating
populations of oil, gas, and coal workers, and drug abuse. Methamphetamine
is largely a rural issue and Casper was once named the #1 meth-using community in the U.S. “Fortunately, Casper no longer has that title,”
notes Jenkyns.
“Our security team has to wear many hats,” describes Jenkyns, “including
security, public relations, shuttling family members to and from the hospitalrun hotel, and emergency management assistance. Because of our location,
we have to think outside the box when the hospital needs help with anything
from security to physical plant issues. We work closely with the entire community, while an urban hospital relies more on the healthcare community.
We have MOUs (memoranda of understanding) with everyone from Wal-Mart
to Home Depot. We can get fuel for our generators directly from a local oil
refinery and, for emergency communications, we can call upon the Casper
ham radio club. We once received assistance from the National Guard because our local police and sheriff’s department were already overwhelmed.”
HSS security officers are part of the Casper community—and learn how
to handle situations in which they might see someone they’ve assisted or
restrained in the hospital at the grocery store. “It happens all the time.
Sometimes you need to do a U-turn and walk away so you don’t embarrass
that person,” says Jenkyns. “Sometimes, though, you can tell them they’re
looking great.”
From left, HSS Security Officers Steven Dyer and Josh Reynolds, flight nurse
Marc Miller, engineer Bill Daniels, HSS Program Manager Mark Jenkyns
Insights | 7
The BeST Way to Extend Hospital
Security Therapeutically
H
SS pioneered Behavioral Security Technician (BeST) in 2006, a professional healthcare
designation for individuals with the experience and training to care for patients who can be a
danger to themselves or others. In 2009, the BeST II designation was launched, adding security
licensing and certification.
Medical Center of Aurora (Colorado) was the first BeST customer. Hospital representatives have told
HSS, “Your BeST staff is a highly effective tool that we are fortunate to have implemented… It frees up
our staff to perform their duties – personal care and nursing – instead of safety monitoring. It also allows
Security to do their job. We love the program!”
Thirteen Denver Metro hospitals use BeST technicians; five signed up for the BeST II program in 2010
alone. “Our service area is not limited to Metro Denver,” says Donna Scott, HSS Director of Staffing.
“We’ll conduct a no-obligation analysis of the costs and benefits of using this program for any HSS
customer in any location.
“BeST I and II technicians,” summarizes Scott, “have the education, experience, and training necessary
to constantly monitor patients—and also to calm them, de-escalate and re-direct them, serve as their
advocate as needed, and restrain them if necessary.
BeST I uniform (left) and BeST II
Donna Scott can be reached at dscott@hss-us.com or 303-603-3020.
Programs At-A-Glance
BeST I
BeST II
Minimum of an undergraduate degree in psychology or a related
field and experience working with mentally ill, substance-addicted,
or at-risk individuals.
Minimum of an undergraduate degree in psychology or a related field
and experience working with mentally ill, substance-addicted, or at-risk
individuals.
Successfully complete HSS TEAM (Techniques for Effective Aggression
Management) and HSS BeST training.
Successfully complete HSS TEAM (Techniques for Effective Aggression
Management) and HSS BeST training, plus additional training to earn
security officer licensing and certification.
“Soft look” uniform polo shirt with small HSS logo on left front.
Benefits: Reduces the need for hospitals to take nursing staff or
security personnel away from their duties to monitor patients on
unit floors. Available on a per diem basis.
White uniform polo shirt has “Security” in large letters on back and
security badge on left front.
Benefits: Combines the skills of a counselor and a security officer, with
an emphasis on the counselor. Complements existing hospital security
staff. Particularly valuable in Emergency Departments when hospitals
have individuals on long holds and don’t want to tie up security officers
to monitor them. Available on a per diem basis.
Driving A Million Miles for Customers
T
he HSS Courier division had a busy year in 2010. It drove over one million miles for customers—
with 46 Courier drivers and a fleet of 31 vehicles. All vehicles in the small vehicle fleet are
fuel-efficient hybrid models as well as over half of the large vehicle fleet. “We’ll add more green
vehicles as larger capacity hybrid models become available,” says Dave Valdez, who has been HSS
Courier Manager for two years.
The division also initiated service in Colorado Springs last year. There are eight drivers currently
providing services to Memorial Hospital, Colorado Laboratory Services, and other hospitals.
In a major technology upgrade, Courier implemented a new CXT Software dispatch and tracking system
that combines the latest technology and comprehensive user-friendly features for managing on-demand
continued on page 9
8 | Insights
and routed transport orders. “The system,” describes Valdez, “has intelligent dispatching capabilities
that use GPS technology to track all our drivers and assign time-sensitive trips to the closest driver for
efficient and timely transport.”
HSS Courier drivers carry hand-held cellular bar-code scanners so they can receive detailed information
about orders, manifests, stops, and parcels, and provide real-time delivery status updates via wireless
and two-way communication with dispatchers and the CXT system. Valdez explains, “Combined with GPS
technology and real-time system updates, these scanners help ensure that critical items are effectively
tracked from the point of origin to the point of delivery.”
The CXT system also enables HSS Courier to support an interactive Web site that customers can access
to place orders, track shipments, confirm deliveries, and view reports and invoices. This site receives
real-time updates from Courier drivers, so each point of a customer’s trip can be confirmed as it is
completed and e-mail confirmations can be sent.
"Although we are proud to have driven a million miles for customers," says Valdez, "the new system
will enable us to become more efficient and ultimately reduce our costs and the miles we drive.”
Measuring Performance Excellence
H
SS is using the Baldrige National
Quality Program’s Criteria for
Performance Excellence as a yardstick
to help us ensure that we are delivering the
highest quality service to our customers.
Named after Malcolm Baldrige, the 26th U.S.
Secretary of Commerce, the Program was
established by Congress in 1987 to encourage
organizations to build quality into their products, services, and business practices. It is managed by the Commerce Department's National Institute
of Standards and Technology (NIST) in conjunction with the private sector. The program’s goals are to:
1.Raise awareness of the importance of performance excellence to U.S. economic growth.
2.Standardize quality assessment tools and criteria.
3.Educate business leaders about the practices of best-in-class organizations.
The Baldrige Criteria for Performance Excellence are the heart of the program. HSS is applying these
criteria to help consistently achieve outstanding performance in key business areas such as leadership,
customer focus, and workforce focus. According to Phil Nielsen, Vice President-Performance Improvement, “HSS is using these criteria because they include questions that make us take a hard look at
everything we do as a company—from what we’re doing now to what we need to do to improve and
sustain improvement into the future.
“For example, one of the questions asks, `How do your key processes contribute to delivering customer
value, profitability or financial return, organizational success, and sustainability?’ We’ll answer that
question by completing these sentences:
HSS key processes are__________________________________________________.
These processes deliver customer value by ________________________________.
These processes build profitability by_____________________________________.
These processes make HSS successful by _________________________________.
Get Your
W-2 Online
If you aren’t registered for iPay:
•Go to https://paystatements.adp.com.
You must type the https:// ( http with
an “s” for secure) and the rest of the
link EXACTLY as it’s shown here or
you won’t be able to access the
website. Copying and pasting the link
may not work.
•Click Register Now on the next screen;
enter HSS registration pass code
HSS-PAY (all capital letters) in the box.
•Verify your identity—enter your first
and last name EXACTLY as they
appear on your HSS pay stub.
•Provide contact information, including
an email address where you want
iPay notifications to be sent. If you
don’t have email, you can set up a
free email account and check messages
at local public library computers.
•Answer two security questions.
•You will be sent a confirmation email
with a temporary User ID that iPay
assigns to you. It is case sensitive.
Log out of the website completely
and log back on at the website
address listed above. Then create a
personal password (8-20 characters
with at least one letter, one symbol
[&,%,@], and one number.)
If you are already registered for iPay,
have a User ID, but have forgotten
your User ID and/or password:
•Go to https://paystatements.adp.
com and click on Forgot your
password/Forgot User ID.
•Input your User ID and answer the
security questions.
•You will be sent an email with the
information needed to log in.
If you have already registered for iPay
and know your User ID and password:
•Go to https://paystatements.adp.
com and click on Login.
•Go to W-2 and download or print.
These processes keep us in business by___________________________________.”
Nielsen will report on HSS performance improvement projects and their impact on the company in
future issues.
If you have any problems, email
ipay@hss-us.com and include your
full name and the last 4 digits of
your Social Security number.
Insights | 9
Creating Great
Customer
Experiences
Methodist Hospital, San Antonio,
Texas, has been an HSS Healthcare
Security customer since 2010. A
patient wrote this heartfelt WOW!
card about the assistance and
support she received from HSS
Security Officer Justin Storlie.
“From the moment I collapsed in
the hallway coming to the hospital
you have been such a savior, such
an angel, such a gentleman, such a
hero. Thank you for everything you
have done for me during this dark
night of the soul, Justin. I will always
remember you and your kindness.
What a wonderful way to live your
life, to know that you are truly
making a difference in people's
lives by helping them, serving them,
easing their pain. Thank you from
the bottom of my heart, you
deserve a raise, a promotion.”
“ED-Safe made a difference for us.
After a nurse stabbing, Alan Butler
immediately helped us assess risks
and how we could protect our staff
and patients. He did ED-Safe training
at three levels—ED, ICU, and general
nursing floors. To take something
frightening to our staff, make them
feel comfortable, and give them the
skills and knowledge they need to be
safe was greatly appreciated.”
Lindy Garvin, Vice President-Quality
& Risk Management, HealthONE,
Denver, Colo. A founding customer
hospital of HSS.
10 | Insights
Smoking and Oral Health
Y
ou’ve read about studies that prove the ill effects of smoking
on your overall health. Smoking increases your chances of
having a heart attack or stroke and is a leading cause of lung
cancer. Smoking while pregnant has also been linked to premature
babies and birth defects. But did you know that smoking also negatively affects your teeth, gums, jawbone, and mouth tissues? The use
of cigarettes and other tobacco products can cause the following oral
health issues:
HSS Benefits Hotline:
800-777-5035 x 600
HSS Benefits Website:
www.mybensite.com/hss
User Name: hss
Password: benefits
• Bad breath
• Tooth discoloration
• Inflammation of the salivary gland openings on the roof of the mouth
• Increased build up of plaque and tarter on the teeth
• Increased loss of bone within the jaw
• Increased risk of leukoplakia, white patches inside the mouth
• Increased risk of developing gum disease, a leading cause of tooth loss
• Delayed healing process following tooth extraction, periodontal treatment, or oral surgery
• Lower success rate of dental implant procedures
• Increased risk of developing oral cancer
Cigarettes and cigars aren’t the only culprits. Snuff and chewing tobacco contain at least 28
chemicals that increase the risk of oral and throat cancer. One can of snuff delivers more nicotine
than over 60 cigarettes!
You Can Quit!
The nicotine in cigarettes is highly addictive, but, as hard as it is to stop smoking, you can do it and
here are two tips to get started:
1.See a dentist for an evaluation of your dental health and an oral cancer exam.
2. Enroll in QuitLine by calling 1-800-QUITNOW (1-800-784-8669) for a free personalized
support and quit plan, plus:
•Free nicotine patches
•Free self-help guide with quit tools to help you be tobacco free
This service is available seven
days a week: Monday-Thursday
7:00 a.m.-9:00 p.m., Friday 7 a.m.
to 7 p.m., Saturday and Sunday
8:00 a.m.-4:30 p.m. If you call
after hours, leave a message and
someone will call you back.
You also can visit www.coquitline.
org for a variety of quit resources.
QuitLine has a track record of
success. In fact, you are seven
times more likely to quit tobacco
with QuitLine than if you try to
quit on your own. Call now and
get started on your new life
without tobacco!
Don’t forget: As of January 1,
all HSS and customer facilities,
including surrounding campuses,
are smoke- and tobacco-free
environments.
Meet PRIDE Champions
On December 15, 2010, while HSS Security Officer John Bearss
was patrolling the east 5th level traffic side of the Denver International Airport (DIA) terminal, he encountered a distraught woman
and began speaking to her. She suddenly dropped her bags, said
she had to die, ran to the wall, and started to climb over it to jump
off. He ran after her, grabbed her, and pulled her away from the
wall. She tried again and Officer Bearss pulled her down again.
With the help of a city employee, he began to lead her to the
terminal door, but she turned around and began to run to the wall
a third time. Officer Bearss intercepted and physically blocked her John Bearss
and then held her and took her to the terminal door as Denver
police and paramedics arrived. His actions prevented a potentially tragic situation.
In November, HSS Security Officer Randy Lara noticed a patient
in a room in the Porter Adventist Hospital ER lying on the floor
under the bed. He entered the room to check on the patient and
quickly summoned medical help. Fortunately, the patient did
not sustain any significant injuries and was eventually released.
Officer Lara has provided exemplary service before. Last spring,
he was on exterior patrol and discovered a resident of a nearby
retirement home who had fallen out of his wheelchair and struck
his head on the pavement. The elderly man was bleeding
profusely and may not have been noticed for some time if it
were not for Officer Lara performing his duties thoroughly.
Randy Lara
HSS Security Program Manager Richard Sparks says, “Randy is well-known to all who work
at the hospital and is a tremendous ambassador for HSS and Porter Adventist Hospital due
to his friendly and conscientious work ethic. Thank you for all you do, Randy!”
As this issue of Insights was going to press, we learned that Officer Lara passed away on
January 12. Our sincere condolences to his family, friends, and colleagues on the Porter
Adventist Hospital security team.
When a patient at St. Mary’s Hospital in Grand Junction, Colo., left against medical advice,
quick action by the HSS security team and Security Officer Shon Kiniston averted tragedy.
The man was nearly run over as he crossed the street and wandered away from the hospital.
Because he was off hospital property and not on medical hold, the HSS Security team
requested a welfare check on the man by Grand Junction police. Then the man’s grandparents
arrived, so the police did not respond. Officer Kiniston showed the grandparents where their
grandson was so they could pick him up. Finding the man unconscious and not breathing,
Officer Kiniston called for assistance and then rolled the man onto his back. He began breathing
again and Officer Kiniston used a
head-tilt maneuver to help open
the man’s airway. He continued
to monitor the patient until an
ambulance arrived and then
briefed paramedics on what he
had observed. As the ambulance
pulled away, Officer Kiniston took
the time to talk with and reassure
the man’s grandparents. Great
professionalism and great
From left, Security Supervisor Cliff Christ,
compassion, Officer Kiniston!
Shon Kiniston, St. Mary’s CEO Michael McBride
Safety
Spotlight
How to Fall Safely
You look for changes in level or
obstacles in a hallway that can
cause trips and you walk slowly
and carefully on wet or icy surfaces.
But you may still take a tumble
one day. Falls cause more on-thejob injuries to HSS employees than
anything else. HSS wants you to
stay safe, so here are some tips
on ways to fall that can help you
minimize or even avoid injury.
Because you only have about two
seconds from the time you slip or
trip to when you hit the ground,
review these tips regularly so they
will come to mind quickly.
Tip #1: Relax, don’t tense up. Try
to breathe out as you’re falling.
Tip #2: If you’re falling face
forward on a flat surface, don’t
flail with your arms or try to use
them to break your fall. You may
break your arm or wrist instead,
or pull a ligament. Tuck in your
arms and twist so you can land
on a shoulder and roll.
Tip #3: If you’re falling backward,
the most important things is to
keep your chin tucked in to your
chest so your head doesn’t hit
the ground. Bend your knees and
curve your back so you can roll
when you land. Don’t try to catch
yourself with your arms.
Tip #4: If you’re falling down
stairs, try to grab the handrail
in order to stop yourself from
falling any further.
Tip #5: Don’t immediately get
up after a fall. Take a minute to
check your body and make sure
everything is alright. This gives
your muscles time to relax, too,
so getting up will be easier.
Insights | 11
900 S. Broadway, Suite 100
Denver, CO 80209
Mission Statement
Provide personalized, technical, and
professional service programs to enhance
the value of our customers’ business
Core Values
Always make things right for our customer
Be an ambassador for each customer
Be integrated to our customers’ culture
Conduct all business with honesty and integrity
as individuals and as an organization
Create innovative approaches to deliver total
solutions for customers
Maintain a reputation for service excellence
and program quality
Value our employees and their contribution
to HSS and to our customers
Vision
To be the best choice for the customer because
we deliver world class customer service
wellnesswisdom
Take Advantage of
Healthy Rewards
If you’re enrolled in an HSS health plan, you’re eligible (as well as your
covered spouse and dependents) for Healthy Rewards, a program offered
by our new insurance provider, CIGNA. Healthy Rewards offers special discounts on
programs and services that can help you enhance your health and wellness, including:
• Weight Management and Nutrition
• Tobacco Cessation
• Vision and Hearing Care
• Alternative Medicine
• Dental Care
• Fitness
• Mind/Body
• Vitamins, Health and Wellness Products
• Healthy Lifestyle Products
There are discounts on such brand name services as those offered by Weight Watchers,
Jenny Craig, Pearle Vision, Bally Total Fitness, Curves, and more.
It’s easy to use Healthy Rewards.
If you have CIGNA coverage, the choice to use Healthy Rewards is entirely yours. The program is
separate from your HSS plan coverage, so the services don’t apply to your plan’s co-pays or
coinsurance. No doctor’s referral is required—and no claim forms, either. Set the appointments
yourself, show your ID card when you pay for services, and enjoy the savings.
Good health is its own reward, but this is a well-deserved bonus. For a complete list of Healthy
Rewards vendors and programs, visit www.mycigna.com or call 1-800-870-3470.
Have a happy, healthy 2011.