Regional security companies face operational challenges when scaling beyond local markets.Jack Byrd has addressed this through systematic quality control processes that maintain service standards across Solaren Risk Management’s five-state operation.
The company manages over 300 contractors throughout Nashville alone, with additional operations extending across the southeastern United States. A core leadership team of approximately 25 people oversees this distributed workforce from Solaren’s Mount Juliet headquarters.
Digital platforms centralize contractor management and scheduling. “We have one platform that we use where we keep track of all the documents for our contractors, all of the time sheets, the schedules, everything all in one app,” explains Taylor Pepper, Solaren’s Director of Communications. Contractors access their schedules independently and select available shifts, subject to supervisor approval based on licensing requirements.
Licensing compliance presents complex logistical considerations. Armed security officers cannot work school assignments without active shooter certification. Locations requiring only unarmed personnel exclude armed officers from scheduling. Some clients specifically request off-duty law enforcement rather than civilian security guards. “Some places they only want unarmed people. Some places they only want law enforcement, off duty law enforcement are retired,” Pepper notes.
Weekly operations meetings maintain communication between headquarters and field supervisors. Leadership teams convene every Tuesday at 11 AM to review incidents, discuss contractor performance, and coordinate upcoming deployments. These sessions enable rapid decision-making regarding personnel issues and contract modifications.
Performance evaluation systems track contractor reliability, client feedback, and incident response quality. Exceptional performers receive recognition at the annual Christmas party, often accompanied by pay increases. The company also offers immediate rewards, including entertainment tickets for outstanding service responses.
Field operations coordinators typically advance from proven contractors rather than external hires. This internal promotion system ensures management understands operational realities while maintaining institutional knowledge. Candidates undergo panel interviews with both administrative and operations personnel before advancement.
Communication systems accommodate mobile operations requirements. Solaren Risk Management transitioned from traditional landlines to mobile-based phone platforms, enabling field supervisors to maintain constant contact with headquarters and contractors. “Everything that we use for our phone and communication and all that stuff is mobile based because all of our operations team is out in the field almost all the time,” Pepper explains.
Client relationships vary significantly across sectors. Hotel security requires different protocols than music festival management. Construction site monitoring differs from retail loss prevention. Solaren’s quality control systems adapt to these diverse requirements while maintaining consistent service standards.
Documentation requirements ensure accountability and legal compliance. Incident reports follow standardized formats with detailed narratives. Training records track certification renewals and specialized course completions. Insurance certificates provide client protection against liability exposure.
The company’s growth trajectory reflects successful quality control implementation. Starting as a two-person operation in a mall office, Solaren achieved its current scale within three years. This expansion occurred without compromising service quality or client satisfaction ratings.
