Desert Highlands in Scottsdale, Ariz., established in 1983, was the first private residential community built around the nucleus of a country club. The gated community has become the prototype for subsequent developments and has set a standard for excellence in many facets of such communities’ operations. Providing a sense of security, privacy and comfort to its members and staff is integral to the Desert Highlands lifestyle and experience.
Spread out amongst 850 acres of lush Sonoran Desert at the foot of Pinnacle Peak, homes at Desert Highlands are designed to harmonize with the natural landscape. This peaceful enclave has world-class amenities including an 18-hole Jack Nicklaus Signature Championship golf course, an 18-hole putting course designed by Gary Panks, an award-winning Racquet Club with 13 courts, a 7,000-square-foot Wellness Center and more than 500 distinctive residences.
We spoke with Terra Waldron, CCM, CCE, ECM, the Vice President/COO of Desert Highlands Association and the Association’s Director of Security, Nick Ciliento, CPP, about how they approach the issues of safety and security for both members and staff in their unique community.
The Desert Highlands Security Department is an in-house operation that consists of 15 highly-trained officers who operate 24 hours per day, seven days a week. Although they are unarmed, some of the officers have law enforcement backgrounds. Once hired, members of the team must maintain CPR/AED/First-Aid certification. The team participates in other ongoing safety and security training, such as Active Shooter response.
Physical Security
Nine miles of walls surround the entire property, with a main gate that is manned by a security team member at all times. All visitors entering the property receive screening and must be authorized by a homeowner or staff member to proceed. A secondary gate (West Gate) is only manned if necessary; however, Desert Highlands’ access control software enables the security department to remotely verify all visitors and vendors who are attempting to enter the property. Homeowners receive individual gate passes that are mounted on their windshields, which activate the gates for automatic entry and exit. Additionally, management must approve any individual wishing to visit with a staff member to gain access, which minimizes social visits and serves to protect the employees from unwanted visitors.
Cameras
The club utilizes an extensive surveillance system to monitor activity. They installed 39 cameras around the property including the entry and exit points at the two gates. There are infrared sensors and cameras installed along the perimeter of the property that alert the security team if action is required. The footage is retained about two months, and records over itself when its data limit fills. The team has shared footage with the police department on a number of occasions.
Key Control
Most of the homeowners leave a set of their keys with the security department so that the team can access the property in their absence if necessary. Many service vendors work on homes when the owners are not there, but they must sign the keys out and sign them in again upon returning them. If there were to be an emergency when a vendor is in a home, the security team has a separate set of keys to gain entry.
Home Alarm Systems
Desert Highlands has an agreement with ADT to provide home security systems in the community, and more than 300 of the residences in Desert Highlands use ADT. The security department shares access to a software program that mirrors alarm signals emitted from community houses and allows the on-site security team to quickly respond as well.
Communications Protocol
When an emergency or crisis occurs, effective communication helps to minimize damage, communicate facts and risks, update members and staff, and move toward a resolution. The Desert Highlands Security Department and management have an emergency communications plan in place, which includes an emergency paging system for homeowners and protocol for staff to send alerts either via text message or voicemail.
Desert Highlands management maintains a close relationship with local law enforcement and first responders. The security team is able to contact the chiefs of these organizations on their cell phones as opposed to going through published office numbers. As a private property, Desert Highlands security staff does its own patrols, and the police department only comes on property when summoned.
Cyber and Data Security
In addition to physical security considerations, Desert Highlands is vigilant in protecting the security of its data and information systems. In an effort to prevent the possibility of a data breach—under the purview of the communications manager and the CFO—Desert Highlands has taken very aggressive, multi-tiered measures to protect their data.
A SonicWall firewall provides real-time cyber defense to prevent the infiltration of ransomware or encrypted threats that could compromise data. Desert Highlands maintains complete control of ports open to the outside world while ensuring that data is accessible remotely, such as through the SSL VPN.
Another layer of protection is the use of Gateway antivirus software, which checks for viruses at the application layer using a web-based scanning service to ensure that intrusions are prevented and content is secure.
Although access to Wi-Fi seems ubiquitous these days, and offering complimentary Wi-Fi is standard in the hospitality industry, it does introduce security risks that need to be addressed. Desert Highlands has adopted formal Wi-Fi segregation and access policies.
Yet another layer focuses on malicious email, virus attacks and spam threats. Using Barracuda Spam Firewall protects sensitive information from being destroyed or lost through an attack via the email server as well as against threats that can slow the network and hinder employee productivity. The firewall also checks for internally tainted email to prevent the spread of viruses that don’t access the email gateway.
Also, Symantec Endpoint Protection antivirus software is installed on all desktops, workstations and servers. This product prevents unapproved programs from running, and applies firewall policies that block or allow network traffic. The software has a centralized administrative console that allows management to modify security policies, monitor activity, receive alerts and update the products.
Desert Highlands also uses best practices in network access control, which include enforced protocol and policies on user names and passwords, user group folder access and internet access policies.
Waldron is proud of the Desert Highlands team and its reputation, noting that several people have moved into the neighborhood because of the security department’s stellar reputation and the peace of mind it provides. She comments, “The department is unique in that, in addition to being trained in protection, it is also very much like a concierge service.”
Club Trends Summer 2017