NSW Hotel Quarantine Program

Australian Government
Mar, 2022

During the Covid pandemic, in the period from July 2020 to March 2022, any person arriving in NSW by aircraft from overseas, or by vessel from another port outside of NSW, entered quarantine in a designated accommodation facility for 14 days.

The management of those services by private security contractors was subject to intense scrutiny and received adverse media attention, with several security companies being axed from the program. Reddawn was approached to provide security services as a ‘Whole of Government’ approved supplier to 9 quarantine hotels with a roster of 50 Supervisors and 400 Security Guards per day. This was a significant challenge in a high-risk environment. This project gave us invaluable experience in managing demand fluctuations and covid protocols in a multi-stakeholder and highly political environment.

NSW Hotel Quarantine Program

What we did

Demand Capacity Rostering

Rosters would fluctuate as additional hotels were assigned to Reddawn or as passengers completed their quarantine period. This meant Reddawn developed pathways to be instantly equipped to roster a full hotel capacity for deployment at 12 hrs notice. Reddawn was the only company involved in this project that maintained a 100% fulfilment on all rosters supplied to them and delivered more than 60,000 hours without incident.

Working within Stakeholder Structures

Reddawn worked alongside multiple stakeholders throughout this project including NSW Police, NSW Health, Property NSW, Hotel Suppliers (Meriton, Adina, Novotel, Hilton, etc), Darius Group, Centre for Disease Control, Public Works Advisory and the Department of Premier and Cabinet. Reddawn worked closely with each entity and the project board to ensure that clear communications from each department were actioned and concisely educated to our onsite security officers, with each daily development that we were provided with.

Covid-19 Protocols

Covid-protocols were a constant, with revisions being supplied and sign off and reporting paramount to the operations. This was externally audited by Darius Group and NSW Health, with Reddawn receiving the best compliance results out of all the suppliers engaged to be a part of the project.

Daily Reporting

Capturing the hotel's daily operations in a concise manner to provide the project board with onsite data was critical. Reddawn provided this in both digital and handwritten copy to meet the requirements of each of the different stakeholders needs. Receiving great feedback from the stakeholders on our attention to detail and accountability.

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The result

Over 200,000 Australians, and over half of all those who returned home during the quarantine program, returned via the state of NSW.

Reddawn was able to support the government, in partnership with NSW police and NSW Health to ensure that Australians could return home during this unprecedented time.

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“I have worked at many hotels over the last 18 months, and I have to say your security staff have been fantastic. The systems in place at this hotel and the communication between police, hotel and security staff clearly works.”

Sergeant Mick Cotton

NSW Police

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