How We Operate

The MGP Operating Model

Every program follows the same seven steps, from selecting the right officer to improving the program over time.

1. 01Select
2. 02Screen
3. 03Train
4. 04Deploy
5. 05Supervise
6. 06Measure
7. 07Improve

Same screening | Same reporting | Same escalation | Every market

Four Principles Officers Are Trained Against

A shopper who could have bought the same item online came into the store instead, and safety is part of what they came for. MGP trains and supervises officers against four principles.

Five-Stage Screening

Screening runs 10 to 14 days and is intentionally selective.

• Resume review and phone screening: qualifications and work history.
• Interview and situational assessment: judgment and composure under pressure.
• Background investigation: criminal history, identity and employment checks.
• Drug screening and credentials: 10-panel where permitted, with credentials verified.
• Suitability assessment: presentation, communication and a mock interaction.

Training Standards

• Training content and depth are set by officer classification, with de-escalation and use-of-force included.
• Assessments must be passed before assignment.
• Organized retail crime recognition is trained before an officer works a store floor.
• Assignment-specific training and Post Order review come before an officer takes post.
• Officers refresh the Post Orders for their assigned site each quarter.

Classifications from Tier I to Tier IV are explained in the Officer Classification Program.

Supervision and Operational Visibility

• The Operations Desk answers 24/7/365, and calls reach a live person in English or Spanish.
• Officers check in on arrival through GPS-confirmed clock-in. A missed or late arrival triggers notification and backup deployment.
• Incidents are documented on scene in real time, time-stamped and GPS-verified, with photographs captured while details are fresh.
• Supervisors work from a live incident board and make unannounced site visits to verify presentation and adherence to Post Orders.
• Uniform and appearance are inspected in the field, not self-reported.
• Clients reach MGP through dedicated phone lines, email and WhatsApp.

Performance Measures

Clients see the same measures in every market.

Measure	What the Client Sees
Post Coverage	Scheduled hours against filled hours
Attendance	Arrival and departure compliance
Response	Escalation and response times
Incidents	Volume, type and resolution
Supervision	Site visits and findings
Training	Compliance by officer
Corrective Action	Open, assigned and resolved

MGP holds a Monthly Operational Review and a Quarterly Business Review with each client. Performance below standard is documented, assigned an owner and tracked.

Account Governance

Level	Responsibility
Officer	Post duties, incident response and communication with site teams
Site Supervision	Daily execution, field standards and officer coaching
Regional Leadership	Multi-site performance, escalation and program review
Executive Sponsor	Direct access to MGP leadership when a decision is needed
Operations Desk	Real-time coverage and incident support, 24/7/365

Workforce Stability

Officer turnover has run under 40% over the trailing 12 months, and the methodology is available on request. Officers receive market-benchmarked wages and weekly pay, and eligible officers are offered medical, dental and vision coverage and a 401(k) with match. Stable staffing means officers come to know your sites and teams.

Where MGP Operates

In the United States, Canada and the United Kingdom, MGP operates under the MGP Hybrid Operating Model. All other markets are served through the MGP Global Partner Program. In every market, clients have local, hands-on supervision. See The MGP Operating Model.