Everything built in. Nothing bolted on.
OpsCommandHQ is a unified operations platform — not a collection of integrations. Every module below is built-in, shares the same data, and works together. Scheduling feeds Coverage. Coverage feeds Timekeeping. QA findings feed Academy. The Command Center sees all of it in real time.
Scheduling
Build schedules once and let the platform run them. Shift blocks become weekly templates. The drag-and-drop board gives supervisors a live view across every site. When a shift changes, associates find out before they arrive — not after.
Drag-and-drop schedule board
Weekly grid across all sites. Move shifts, assign staff, and see coverage gaps at a glance. Draft mode keeps changes private until you publish.
Shift blocks as templates
Define recurring shifts once per site — days, times, positions. Generate a full week's schedule from blocks in one action.
Draft and publish workflow
Build schedules in draft before committing. Supervisors review and publish when ready. Associates only see confirmed shifts.
Week copy
Copy any published week to the next. Adjust exceptions without rebuilding from scratch.
Pre-shift briefings
Automatic briefing sent to each associate before their shift — site address, GPS directions, post instructions, and emergency contacts drawn from the site playbook.
Shift swap requests and approvals
Associates request swaps through the mobile app. Supervisors approve or decline. The schedule updates automatically. No group chats required.
Attendance confirmation
One-click attendance confirmation sent 2 hours before shift start. Associate confirms or flags an issue. Supervisor sees the status in real time.
Site posts and position roles
Define the posts within each site and the position roles required to fill them. Shift assignment respects qualification and training requirements.
Coverage Engine
A fully automated 5-rung escalation ladder that works without supervisor involvement. When coverage is needed, the system offers shifts to the right people in the right order — from on-call volunteers down to cross-agency lending. Auto-dispatch fires the moment a time-off request is approved.
5-rung escalation ladder
Rung 1: on-call volunteers. Rung 2: assigned floaters. Rung 3: qualified bench. Rung 4: OT gate + offer chain. Rung 5: escalate to Ops/Admin + cross-site lending. Every rung fires automatically.
On-call pool management
Associates self-enroll for on-call availability windows. When coverage fires, the pool is offered first — before any supervisor is involved.
Floater assignments
Designated backup staff for specific sites. Floaters are offered coverage in their assigned sites before the general bench.
Offer-to-1 targeting
The system ranks candidates and extends a single targeted offer. When that offer expires or is declined, it moves automatically to the next candidate.
OT projection gate
Before confirming an OT shift, the system checks the associate's projected weekly hours. Supervisors can approve or block OT from a single screen.
Emergency assist mode
Bypass the normal escalation queue for critical gaps. Emergency assist creates a help request and a coverage request simultaneously and routes to the on-call supervisor immediately.
Auto-dispatch on time-off approval
When a supervisor approves a time-off request, the coverage ladder fires automatically for any affected shifts — before the supervisor closes the screen.
Cross-agency borrowing
Agencies within a group can lend and borrow staff across portfolios under controlled policies. Borrow volume is tracked and abuse is flagged automatically.
Coverage analytics
Fill rate, emergency percentage, escalation depth, and OT rate tracked over rolling 30-day windows. Drill into any site or supervisor.
Command Center
The Command Center Queue is a 24/7 dispatch and triage system that reduces reliance on an on-call coordinator. Every issue submitted by an associate or triggered by the system gets an SLA. Every breach auto-escalates. On-call supervisor rotations are scheduled, not texted. No issue falls through the cracks.
Help request queue
Associates submit help requests from their phone — deliveries, lockouts, guest issues, emergencies. Each request is categorised, assigned, and SLA-timed automatically.
Three-tier SLA system
Critical: 15 minutes. High: 60 minutes. Normal: 4 hours. SLA countdown is visible to the on-call supervisor. Breach fires an escalation email to OpsManager and AgencyAdmin.
On-call duty scheduling
Schedule on-call supervisor rotations with start/end times and scope. The system routes incoming requests to whoever is on duty — no phone tree needed.
Live queue with 15-second refresh
The command center queue refreshes every 15 seconds. Supervisors see new requests as they arrive without refreshing the page.
SLA breach auto-escalation
When an SLA window expires without resolution, the system sends escalation emails to OpsManager and AgencyAdmin automatically. No manual monitoring required.
Emergency assist integration
Emergency assist from the associate's phone simultaneously creates a Critical help request and a coverage request. Both are visible in the command center queue instantly.
Resolution workflow
Supervisors resolve requests with a resolution type and summary. Resolutions can be linked to a playbook section for pattern tracking. Full audit trail.
Live site map
Leaflet-based map showing every site's current coverage status. Active, scheduled, missed, and no-shift states visible at a glance. Refreshes on a 60-second interval.
Ops alerts
System-generated alerts for missed clock-ins, OT threshold warnings, QA acknowledgment failures, and coverage emergencies. Routed to the assigned supervisor with acknowledgment tracking.
GPS Clock & Timekeeping
GPS geofence clock-in means timesheets generate themselves. Associates clock in from their phone. The system checks their location, timestamps the event, and builds the timesheet automatically. No manual entry, no disputes, no missing hours. Six payroll providers supported.
GPS geofence clock-in
Associates clock in from the mobile app. The system verifies their GPS coordinates against the site boundary. Clock events outside the geofence are flagged for supervisor review.
QR code fallback
Sites with GPS dead zones use a QR code posted at the site. Associates scan to clock in. QR events are logged separately for audit visibility.
Geofence exception handling
Exceptions are flagged automatically and queued for supervisor review. Supervisors approve or override with a reason. All decisions are audit-logged.
Auto-generated timesheets
Timesheets are built from clock events per site per billing period. No manual entry. Supervisors review and lock before invoicing.
Missing timesheet detection
Scheduled job detects shifts with no clock events. Supervisors are notified automatically. Missing timesheets are listed in a dedicated queue.
Missed clock-in detection
If an associate does not clock in within a configurable window after their shift start, the system creates an OpsAlert and notifies the supervisor.
OT audit cases
When overtime occurs, an OT audit case is created automatically. Supervisors document the root cause and action taken. Cases are tracked until closed.
Billing period workflow
Periods progress through OPEN → LOCKED → INVOICED states. Locking prevents timesheet edits. Invoicing generates the invoice document. Status transitions are role-gated and audited.
Payroll export
Export clean timesheet data to Gusto (native push), ADP Workforce Now, ADP Run, Paychex Flex, Paycor, or QuickBooks Payroll. CSV fallback included on every plan.
QA & Site Standards
Every site runs to a documented standard — not because you hope it does, but because the platform enforces it. QA visits generate scored findings. Findings auto-trigger retraining. Shift briefings are driven by the site's own playbook. Site health scores tell you which sites need attention before the client calls.
Field QA visit form
Supervisors or QA inspectors complete structured visit forms on their phone. Photo capture is built in. Findings are categorised by severity.
AI text tagging on findings
Findings text is automatically tagged by category using AI. Tags enable pattern detection across sites and time periods — surface recurring issues without manual review.
Auto-retraining from findings
QA findings with retraining implications automatically create training assignments for the associate involved. The link between the finding and the assignment is preserved in the audit trail.
QA acknowledgment enforcement
Associates must acknowledge QA findings within a configurable window. Overdue acknowledgments are flagged and supervisors are notified automatically.
Site playbook editor
Define site-specific operating standards, emergency procedures, post instructions, and client preferences. Playbook content drives shift briefings sent to associates before each shift.
Red / Amber / Green site health
Each site receives a composite health score based on open incidents, geofence exceptions, call-off rate, and QA average over rolling 7 and 30-day windows.
Site readiness dashboard
Supervisor-level view of all sites by health score. Red sites surface automatically. Drill into any site for the full signal breakdown.
QA visit history and scoring
Full visit history per site with score trends over time. Provides documented proof of service quality for PMC contract reviews and renewals.
Academy & Compliance
No associate works a site they have not been trained for. The orientation gate blocks shift assignment until site-specific training is complete. Recertification enforces itself. QA findings trigger retraining assignments automatically. Compliance is documented, not assumed.
Training library
Build and manage a library of courses with multi-section content and embedded quizzes. Courses can be assigned manually, automatically, or as a condition of site access.
Quiz runner and grading
Associates complete quizzes inside the mobile app. The system grades responses automatically and records pass/fail with timestamps.
Certificate issuance
Passing a course issues a certificate automatically. Certificates record the course, score, issued date, and expiry date. Associates can view and print from their phone.
Training-gated shift assignment
The orientation gate blocks an associate from being assigned to a site until they complete the site's required training. Cannot be bypassed without a supervisor-approved waiver.
Annual recertification enforcement
Scheduled job checks certificate expiry dates. Reminders fire 30 days before expiry. Expired certificates block site access until recertification is completed.
Policy acknowledgment gates
Associates must acknowledge specific policies before their first shift. Acknowledgments are timestamped and stored. Overdue acknowledgments are flagged.
Training waiver workflow
Associates or supervisors can request waivers for specific training requirements. Waiver requests require approval and are monitored for abuse patterns.
Learning programs and paths
Group courses into structured learning programs. Assign programs to new hires, role changes, or site-specific onboarding. Track program completion rates.
Supervisor compliance view
Supervisors see their team's training status, overdue items, and expiring certificates in a single dashboard. No spreadsheet required.
Incident Management
Incidents are documented from the field the moment they happen, not reconstructed hours later. SLA timers enforce acknowledgment. Escalation is automatic. Legal hold protects records when needed. Every incident is traceable from submission through resolution.
Field incident report
Associates and supervisors submit incident reports from the mobile app with severity classification, description, and attachments. Reports are timestamped and immutable.
SLA-enforced acknowledgment
Each incident requires acknowledgment within a configurable window based on severity. Unacknowledged incidents trigger automatic escalation emails to OpsManager and AgencyAdmin.
Escalation workflow
Incidents escalate through a structured chain. Each escalation is logged with the actor, timestamp, and reason. The escalation log is preserved permanently.
Incident note threads
Supervisors and ops staff add notes to open incidents. All notes are timestamped and attributed. The full thread is visible to authorised users.
Legal hold
Flag incidents under legal hold to prevent deletion or modification. Legal hold status is audited. Only authorised roles can set or remove hold.
Acknowledge and resolve workflow
Incidents progress through Submitted → Acknowledged → Resolved states. Each transition requires an actor and is timestamped. Status changes trigger notifications.
Associate-facing incident history
Associates can view incidents they submitted from the mobile app. Provides transparency and reduces follow-up queries to supervisors.
Incident settings and configuration
Agencies configure severity tiers, SLA windows per severity, and notification routing. Configuration is per-agency and takes effect immediately.
Ops Intelligence
Daily performance snapshots give every site a quantified score you can show a PMC client. The contract radar surfaces at-risk contracts before the client calls. The supervisor matrix lets you see which supervisors are consistently delivering and which are not. This is how agencies retain contracts — not by hoping, but by proving.
Daily performance snapshots
Every site gets a daily snapshot: QA average (7-day and 30-day), fill rate, emergency coverage percentage, no-show rate, and OT rate. Snapshots persist for trend analysis.
Contract radar
Sites with declining QA scores, rising call-off rates, or open incidents are flagged in the contract radar with a stabilisation tier. Ops managers can attach notes and next-action dates.
Supervisor performance matrix
Cross-site view of every supervisor's QA scores, fill rates, OT approvals, and training compliance rates. Identify underperformance patterns before they become client issues.
Ops Intelligence Dashboard
Eight-tab executive dashboard: Overview, Coverage, Workforce, Quality, Academy, Borrowing, Contracts Radar, Supervisor Matrix. Role-gated — AgencyAdmin and OpsManager only.
Coverage fill rate tracking
Rolling 30-day fill rate per agency and per site. Emergency coverage percentage broken out separately. Shows the ratio of planned vs reactive coverage over time.
OT metrics and projection
Real-time OT projection per associate before shift assignment. Historical OT rate by supervisor and site. Feeds into the contract radar risk scoring.
Site health scoring
Composite Red/Amber/Green health score per site. Combines open incidents, geofence exceptions, QA average, and call-off rate. Updates daily.
Cross-agency borrowing metrics
Volume of borrowed and lent staff per agency over time. Abuse flag monitoring for agencies borrowing at levels that suggest structural under-staffing.
Associate Mobile Experience
The associate experience is a mobile-first PWA that runs on any phone without installation. Every workflow an associate needs — shift briefing, clock-in, shift notes, training, time off, emergency reporting — is designed for someone who has 30 seconds, not 3 minutes. The platform disappears and the work gets done.
Role-aware mobile home screen
Associates see their week at a glance: upcoming shifts, pending training, time-off status, and open on-call windows. Supervisors see their team's status. One screen, relevant to the role.
Shift briefing with GPS directions
Deep link in the confirmation email opens the shift briefing: site address, GPS directions, post instructions, emergency contacts, and client-specific rules from the playbook.
GPS clock-in with QR fallback
One-tap clock-in verifies location against the site geofence. QR code scan available as fallback for sites with GPS dead zones.
Structured shift notes
End-of-shift log captures: patrol completed, all posts manned, visitor count, packages received, maintenance issues, and safety concerns. Structured — not a free text box.
Training portal and quiz runner
Associates complete training assignments, take quizzes, and download certificates directly from the mobile app. Training status is always current without an admin touch.
Time-off requests
Associates submit time-off requests with urgency tier (Normal, Short Notice, Emergency). Supervisors approve or decline from their queue. Coverage fires automatically on approval.
On-call pool enrollment
Associates opt into on-call availability windows from the mobile app. Enrollment is visible to supervisors and feeds the coverage escalation ladder.
Shift swap requests
Associates request swaps directly from their shift view. Supervisor approves or declines. The schedule and notifications update without any manual work.
Open shifts feed
Associates browse available open shifts and claim them directly. Supervisor confirms. Removes the need to call down a list for planned open shifts.
Client Portal
Your PMC and event clients get a dedicated login scoped to their sites. They see live coverage status, submit coverage requests, view invoices, and read QA reports — without touching your agency's admin side. This is the transparency that wins contract renewals and makes pitching new accounts easier.
Client-scoped login
Each client organisation gets access to their assigned sites only. Client users cannot see other agencies' data or other clients' sites.
Live coverage visibility
Clients see real-time coverage status per site. Active shifts, open gaps, and at-risk coverage visible without a phone call.
Direct coverage request intake
Clients submit coverage requests through their portal. Requests route directly into the agency's coverage queue. No email, no phone call.
Invoice history and download
Clients view and download invoices per site. Invoice history is preserved. Reduces AP queries to the agency.
QA report access
Clients see QA visit results for their sites — scores, findings summaries, and trend over time. Documented proof of service quality at every review.
Site-level access grants
Agencies control exactly which sites each client user can see. Access can be granted and revoked per user per site without affecting other users.
Billing & Invoicing
The billing layer connects timesheets to invoices without manual work. Per-site bill rates, billing period workflow, invoice generation with adjustments, and cross-agency borrow settlement are all built in. AI brief usage is metered automatically.
Client billing accounts
Create billing accounts per client organisation with bill-to company, contact name, billing email, and payment terms. Multiple billing accounts per client supported.
Per-site billing configuration
Set bill rates per site. Rates apply automatically when timesheets are converted to invoice line items at period close.
Billing period workflow
Periods progress OPEN → LOCKED → INVOICED. Locking prevents timesheet edits. Invoicing generates the invoice document. Status transitions are role-gated and audited.
Invoice generation with adjustments
Invoices are generated from approved timesheets. Line item adjustments can be added before issuing. Issued invoices are emailed to the billing contact.
Cross-agency borrow settlement
When staff are borrowed across agencies, the settlement amounts are calculated per billing period. Settlement entries are generated automatically from borrow records.
AI brief usage metering
AI-generated shift briefing usage is tracked per agency per month against the plan limit. Overage is calculated at $0.25/brief and displayed in the billing settings.
Stripe subscription management
Platform subscription managed through Stripe. Agencies upgrade, downgrade, or cancel through the Stripe customer portal. Webhook events update agency status automatically.
Workforce Management
Staff profiles, roles, regions, and site assignments in one place. Six distinct role tiers give supervisors exactly the access they need without admin overhead. New hire onboarding is tracked through a structured queue with stuck-case detection.
Staff profiles
Full associate profile: qualifications, certifications, site assignments, photo, and contact details. Profile completeness score tracks missing required fields.
Six-tier role system
SystemAdmin, AgencyAdmin, OpsManager, Supervisor, Coordinator, Associate. Each role has scoped access. Role assignment is audited.
Site assignments and orientation gates
Associates are assigned to primary and secondary sites. Orientation gate blocks shift assignment to a site until site-specific training is complete.
Regions and portfolios
Organise sites into regions with assigned supervisors. Regions feed the supervisor performance matrix and coverage escalation routing.
Agency groups
Group multiple agencies under a parent group for cross-agency borrowing, group-level reporting, and enterprise command duty assignment.
User provisioning
Invite new users by email. Role and site access assigned at provisioning. Invite links expire. Provisioning is audited end-to-end.
Notification preferences
Per-user notification toggles across categories including Shifts, QA, Shift Stabilisation, Coverage, Overtime Management, Training & Compliance, and Preferred Status.
Time Off Management
Time-off requests flow from associate to supervisor without any back-and-forth. Three urgency tiers — Normal, Short Notice, Emergency — give supervisors context. The moment a request is approved, coverage fires automatically for any affected shifts. The scheduler never has to remember to act.
Associate time-off requests
Associates submit requests from the mobile app with type, dates, and urgency tier. Supervisors receive a notification immediately.
Three urgency tiers
Normal, Short Notice, and Emergency tiers are colour-coded in the approval queue so supervisors can prioritise without reading every request.
Supervisor approval queue
All pending requests are visible in a single queue. Supervisors approve or decline with an optional note. The associate is notified of the decision.
Auto-dispatch on approval
Approving a time-off request that overlaps with a scheduled shift automatically triggers the coverage escalation ladder for those shifts. No manual action required.
Configurable time-off types
Agencies configure their own time-off types (Annual Leave, Sick Day, Personal, etc.) with labels that appear in the request form and approval queue.
Shift Notes & Handover
Every shift ends with a structured handover note — not a text message to a group chat. Patrol status, post coverage, visitor count, packages, maintenance issues, and safety concerns are all captured in a consistent format. Supervisors see the full record across every site.
Structured end-of-shift form
Associates complete a structured note at the end of each shift: patrol completed, all posts manned, visitor count, packages received, maintenance issues, safety concerns.
Note types
Shift notes are typed (EndOfShift, Incident) so supervisors can filter by category across sites and time periods.
Draft and submit workflow
Associates save notes as drafts during their shift and submit at end. Draft status prevents incomplete records from appearing in supervisor views.
Supervisor view across all sites
Supervisors see all submitted shift notes across their assigned sites in a single list. Filter by site, note type, or date range.
Audit trail
Every shift note is timestamped, attributed to the associate, and immutable after submission. Provides a permanent record for client disputes or regulatory queries.
Emergency Response
A frontline worker facing a real emergency has no time for a form. The emergency wizard is three steps: classify, log the call tree, report. Six emergency types covered. The report simultaneously creates a Critical help request and an incident record — both visible in the command center immediately.
Six emergency type classifications
Fire Alarm, Medical Emergency, Security Threat, Trespassing, Domestic Disturbance, Other. Classification routes the incident to the correct response workflow.
Guided three-step wizard
Step 1: classify the emergency. Step 2: log whether police or EMS were called. Step 3: submit the report. Designed for 30 seconds, not 3 minutes.
Simultaneous incident and help request
Submitting an emergency report creates an Incident record (Critical severity) and a Critical help request simultaneously. Both appear in the Command Center queue immediately.
Call tree logging
The wizard captures whether police and EMS were called. This is preserved in the incident record for liability documentation.
Photo and attachment support
Associates can attach photos to the emergency report. Attachments are linked to both the incident record and the help request.
Open Shifts Feed
For planned open shifts, associates browse and claim directly — no supervisor needs to call down a list. Shifts marked as open-for-claim appear in the feed. Associates claim, supervisors confirm. Reduces supervisor time on routine open-shift fills.
Open shift listing
Shifts with claim enabled appear in the associate's Open Shifts feed with site, date, time, and position. Only eligible associates see shifts they qualify for.
One-tap claim
Associates claim a shift with one tap. A claim record is created and the supervisor receives a notification. Claimed shifts are marked in the associate's view.
Supervisor confirmation
Supervisors review and confirm claims from their approvals queue. Confirmation assigns the shift and triggers the standard confirmation notification to the associate.
Claim status visibility
Associates see which shifts they have already claimed and the status of each claim. Prevents duplicate claims and reduces query messages to supervisors.
Timesheet Reconciliation
When a PMC client submits their own time records, reconciliation matches them against GPS clock data before the invoice goes out. Variance is flagged automatically. Exceptions are queued for resolution. Billing disputes get resolved with evidence, not argument.
Client time record import
Import client-submitted time records (shadow entries) for comparison against GPS clock data. Import is per site per billing period.
Automated variance calculation
The system calculates hour variance per associate per site automatically. Variances above threshold are flagged as Critical and surfaced in the exceptions queue.
Reconciliation exception queue
All variances requiring review are listed in a single queue with status tracking. Exceptions are resolved with a documented reason before the invoice is issued.
Reconciliation result dashboard
Summary of total variance hours, open exceptions, and critical results per billing period. Provides a single view of billing health before invoice issuance.
Compliance Exports
Agencies staffing government buildings, healthcare facilities, or unionised environments need documented compliance on demand. Government roster exports, certificate audit logs, and full compliance reports are generated in one action and tracked in an export run history.
Government compliance roster export
Generate a compliance roster in government-specified format. Captures active staff, certification status, and site assignments as of the export date.
Certificate audit log
Full audit log of certificate issuances, revocations, expirations, and reinstatements per agency. Exportable for external audit submission.
Full compliance report
Comprehensive compliance report covering training completion rates, policy acknowledgment status, and certification coverage per site.
Export run history
Every compliance export is logged with type, generated date, and download link. Provides a paper trail for recurring submission schedules.
Role-gated access
Compliance export functions are restricted to AgencyAdmin role. Export history is visible to OpsManager and above.
Onboarding & Go-Live
New agencies are guided through a structured go-live checklist before they run their first live shift. Eight operational gates verify that sites are geocoded, contacts are assigned, shift blocks are configured, and staffing levels are adequate. New-hire onboarding has its own stuck-case detection so no associate gets lost in the pipeline.
Go-live readiness checker
Runs operational and commercial gate checks: admin access configured, regions and sites exist, all sites geocoded, all sites have contacts, shift blocks created, supervisors assigned, minimum associate count met, and billing variance configured.
Readiness progress bar
Visual progress across all gates. Failed gates show exactly what is missing. Supervisors can filter to show only failed gates for a focused remediation view.
New-hire onboarding queue
Every new associate is tracked through a structured onboarding funnel. Missing items are listed per associate. Supervisors see the full pipeline status.
Stuck case detection
Associates who have been in onboarding longer than expected are automatically flagged as Stuck. Supervisor action due dates are assigned and overdue cases are highlighted.
Onboarding diagnostics
Admin-level diagnostics view showing the full onboarding state for any associate — what has been completed, what is missing, and what the blocking condition is.
Agency onboarding flow
New agencies are provisioned through a guided setup flow covering billing configuration, region setup, first site creation, and first user invitations.
Everything above is built in and ready on day one.
No integrations to wire up. No modules to unlock after contracting. Every feature in this catalogue is live in the platform and available from your first pilot shift.