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Proposal - Integraded Security Management Group (ISMG) PROPOSAL FOR LIVE ANSWERING SERVICE City of La Quinta March 24, 2026 Prepared by Intergraded Security Management Group (ISMG) Page 1 of 6 COVER LETTER March 24, 2026 Ms. Lisa Chastain Public Safety Management Analyst City of La Quinta 78495 Calle Tampico La Quinta, CA 92253 Re: Live Answering Service Proposal Dear Ms. Chastain, Intergraded Security Management Group (ISMG) is pleased to submit this proposal to provide 24-hour live answering services and secure web-based reporting in support of the City’s Short-Term Vacation Rental (STVR) Program. ISMG operates a fully staffed 24/7 communications and dispatch center, utilizing trained personnel experienced in live call handling, incident documentation, and real-time coordination. Our team is well-versed in structured call protocols, escalation procedures, and maintaining professionalism when interacting with residents, guests, and stakeholders in high-sensitivity environments. We understand the importance of consistency and compliance in administering the STVR program. ISMG will strictly adhere to the City-provided call scripts, call flow procedures, and escalation protocols, including immediate outreach to designated STVR Local Contacts to ensure timely resolution of complaints. All calls and actions are documented in real-time within our Computer-Aided Dispatch (CAD) and Records Management System (RMS), providing the City with full transparency and accountability. Our system provides secure, web-based access to call logs, incident reports, timestamps, audio records (if required), and resolution tracking. This allows City staff to review activity, identify trends, and ensure program compliance. ISMG’s proposal and pricing shall remain valid for a period of ninety (90) days. Additionally, ISMG affirms that all personnel assigned to this project are free of any conflicts of interest. Page 2 of 6 We appreciate the opportunity to support the City of La Quinta and look forward to the possibility of partnering to enhance the effectiveness of your STVR program. Respectfully submitted, Emilio Olguin, Vice President Intergraded Security Management Group (ISMG) Rancho Cucamonga, California Phone: (909) 510-4358 ext. 8101 Email: emilio@ismg.co 1. FIRM BACKGROUND, QUALIFICATIONS, AND EXPERIENCE (a) Number of Years in Business ISMG has been providing professional security and dispatch-related services since 2009, with foundational operations dating back to 2005. (b) Taxpayer Identification Number EIN: 27-2646690 (c) Number of Years in Live Answering Services and Web-Based Reporting ISMG has over 15 years of experience operating a 24/7 live communications and dispatch center, providing real-time call answering, incident documentation, and web-based reporting through our CAD/RMS platform. (d) Key Personnel - Resumes attached as Exhibit A • Emilio Olguin – Project Manager / Executive Oversight Vice President of ISMG with over 20 years of security and law enforcement experience. Responsible for contract oversight, client coordination, and program implementation. • Ashley Olguin – Operations & Dispatch Manager Oversees ISMG’s 24/7 communications center with over 20 years of dispatch experience. 911-trained with extensive experience in call handling, escalation protocols, and coordination of field and client response. (e) Firm Ownership / Incorporation ISMG is a California S corporation, incorporated in April 2010. We are a woman-owned, minority business and a certified small business with the State of California (f) Parent Company: ISMG is not a subsidiary and operates as an independent entity. Page 3 of 6 2. REFERENCES – CALIFORNIA GOVERNMENT AGENCIES I. Housing Authority of the County of San Bernardino (HACSB) (a) Client Contact: Lucy Leslie, Senior Regional Housing Manager Phone: (909) 997-2207 Email: lleslie@hacsb.com (b) Project Description: 24/7 dispatch coordination, live call handling, incident documentation, and coordination with residents, management, and law enforcement across multiple housing communities. (c) Project Duration: 2009 – Present (15+ years; recently awarded new multi-year agreement) (d) Staff Assigned: Dedicated dispatch team (24/7 coverage), Operations Manager, Project Manager (e) Outcome: Successful long-term partnership with consistent performance, high accountability, and detailed reporting supporting community safety and compliance. II. City of Long Beach – Real Estate Development Bureau (a) Client Contact: Mary Torres, Bureau Manager Phone: (562) 570-6846 Email: mary.torres@longbeach.gov (b) Project Description: Dispatch coordination and reporting support for security services at City-owned properties, including call documentation and response coordination. (c) Project Duration: Approx. 2010 – 2025 (d) Staff Assigned: Dispatch personnel, field coordination supervisors, Project Manager (e) Outcome: Provided reliable reporting and coordination services supporting City operations and property oversight. Page 4 of 6 III. City of Richmond Housing Authority (a) Client Contact: Nannette Beacham, Economic Development Director Phone: (510) 621-1300 Email: nannette_beacham@ci.richmond.ca.us (b) Project Description: Centralized communications, dispatch coordination, and reporting for community safety operations. (c) Project Duration: Multi-year engagement (d) Staff Assigned: Dispatch personnel, Operations Manager, Project Manager (e) Outcome: Improved response coordination and documentation, enhancing service delivery and accountability. 3. COMPLETE PRICING LIST ISMG proposes the following pricing structure for 24/7 STVR live answering services and web-based reporting: Monthly Base Service Fee (24/7 Coverage): $900.00 per month Includes: • 24/7 live answering service • Use of City-approved scripts and call flow protocols • Immediate notification and escalation to STVR Local Contacts • CAD/RMS incident logging and tracking • Secure web-based reporting portal access • Monthly activity reporting Per Call Processing Fee: Waived. After-Hours Escalation / Priority Handling (if required): Included in base rate. Implementation / Setup Fee (One-Time): Waived. Page 5 of 6 Optional Call Recording Storage (if required): Included (90-day retention standard) 4. COMPLEMENTARY SERVICES ISMG offers the following optional services to enhance the STVR program: • Data Analytics & Trend Reporting: $250/month Monthly analysis identifying repeat properties, call patterns, and compliance trends. • Custom Reporting / Dashboard Enhancements: $150/month Tailored reporting formats based on City preferences. • Bilingual Call Handling (Spanish): Included • Emergency Escalation Coordination with Law Enforcement: Included 5. STAFFING AND PROJECT ORGANIZATION Dispatch Staffing Detail: ISMG operates a fully staffed 24/7 communications center with dispatchers who are 911- trained and experienced in handling high-volume calls, emergency triage, and structured call management protocols. Our dispatch personnel are trained to remain calm, professional, and efficient while handling a wide range of calls, including complaints, disturbances, and time- sensitive service requests. All dispatchers receive training in: • Call intake and control using scripted protocols • De-escalation and professional communication techniques • Incident classification and prioritization • Real-time data entry into CAD/RMS systems • Escalation procedures and notification protocols • Coordination with property contacts, management, and emergency services Operational Model: • Calls are answered live by trained dispatchers (no automated systems) • Dispatchers follow City-approved scripts and call flow charts • Each call is documented in real-time within the CAD system • STVR Local Contacts are notified immediately in accordance with City protocols • Dispatchers track follow-up actions and resolution status • All calls and actions are time-stamped for accountability and reporting Page 6 of 6 Supervision & Quality Control: • Dispatch Supervisors oversee operations to ensure adherence to City protocols • Regular quality assurance reviews of calls and reports • Ongoing training to maintain consistency and performance standards • All phone communications are recorded for quality assurance and training review Technology Platform: • Computer-Aided Dispatch (CAD) • Records Management System (RMS) • GPS/time tracking integration • Secure web-based portal access for City staff • Recorded phone and radio communications 6. SUBCONTRACTING SERVICES ISMG does not intend to subcontract any portion of the services described in this proposal. All services will be performed directly by ISMG personnel to ensure consistency, accountability, and quality control. 7. DISCLOSURES ISMG affirms that there are no alleged or confirmed significant prior or ongoing agreement failures, and no civil or criminal litigation or investigations pending or concluded within the past five (5) years in which the firm has been found liable or at fault. ISMG has maintained a strong performance record across all government and private sector contracts and remains in good standing with all regulatory agencies, including the California Bureau of Security and Investigative Services (BSIS). Page 40 of 41 ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal I, (name) hereby acknowledge and confirm that (name of company) has reviewed the City’s indemnification and minimum insurance requirements as listed in Exhibits E and F of the City’s Agreement for Contract Services (Attachment 1); and declare that insurance certificates and endorsements verifying compliance will be provided if an agreement is awarded. I am of , (Title) (Company) X Commercial General Liability (at least as broad as ISO CG 0001) $1,000,000 (per occurrence); $2,000,000 (general aggregate) Must include the following endorsements: X General Liability Additional Insured X General Liability Primary and Noncontributory Commercial Auto Liability (at least as broad as ISO CA 0001) $1,000,000 (per accident) Personal Auto Declaration Page if applicable Errors and Omissions Liability $1,000,000 (per claim and aggregate) X Worker’s Compensation (per statutory requirements) Must include the following endorsements: X Worker’s Compensation Waiver of Subrogation Worker’s Compensation Declaration of Sole Proprietor if applicable Emilio Olguin Integraded Security Management Group Vice President Intergraded Security Management Group ( ISMG ) ATTACHMENT 3 Page 41 of 41 NON-COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal I, (name) hereby declare as follows: I am of , (Title) (Company) the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the agreement of anyone interested in the proposed agreement; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct. Proposer Signature: Proposer Name: Proposer Title: Company Name: Address: Emilio Olguin Vice President Intergraded Security Management Group ( ISMG ) Emilio Olguin Vice President Intergraded Security Management Group ( ISMG ) 10201 Trademark St Suite C, Rancho Cucamonga 91730 ATTACHMENT 4 Page 42 of 41 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark “N/A” under Addendum No. indicating Not Applicable and sign ADDENDUM NO. SIGNATURE INDICATING RECEIPT #1 EMILIO OLGUIN RESUME OBJECTIVES To incorporate and utilize my communication, managerial leadership skills as well as my ability in effective planning and resource development. To bridge and build collaborative partnerships between myself and customers in which we serve. EDUCATION East Los Angeles College, Rio Honda College, San Bernardino Valley College Los Angeles County Sheriff’s Academy 1986 Graduated Mark Keppel High School 1981 Graduated EXPERIENCE Intergraded Security Management Group April 2009 - Present Vice President/CFO Sales and Administration, which includes Payroll, hiring of new personnel; Policy and Procedures. Instructor for Crime Free Multi Housing, State of California BSIS Security Training. Day to day Operations of Company. Client relations and liaison with local Law Enforcement. Surveillance, Protection & Investigations Group Inc. January 2003- March 2010 Vice President/CFO Sales and Administration, which includes Payroll, hiring of new personnel; Policy and Procedures. All internal day to day operation for the Company. Investigate Civil and Criminal Matters, Loss Prevention, Retail Security, and Executive Protection to CEO's, Actors and other Individuals within the Entertainment Industry. United States Department of Labor, February 2001-January 2003 Compliance Specialists - Wage and Hour Division Work in teams and independently to deal with commercial, industrial, agricultural, and other business enterprises and public institutions, to obtain compliance with Federal' Labor laws. Serve as a liaison between local business owners and other Federal, State and local agencies. Interview employers and employees. Conduct audits of payroll, company record keeping systems for profit and loss. Prepare audits for possible litigation with United States Attorney. Provide leadership and direction to fellow auditors along with using Quality Team Management principles. EXHIBIT "A" EMILIO OLGUIN RESUME Los Angeles County Housing Authority February 2000 - February 2001 Fraud Investigator - County of Los Angeles Review files and identify suspected cases of fraud, conduct housing inspections, interview witnesses and tenants, gather information, testify in administrative housing hearings and in court, analyze credit histories, present cases to local law enforcement agencies or the District Attorney’s Office for criminal filing, serve as liaison to law enforcement agencies and other government entities, and perform other related duties as assigned. Working with the Office of the United States Inspector General and Federal Bureau Investigation. Uplink Security, Inc. February 1999 - December 1999 Western Regional Sales Manager Responsible for the Western portion of the United States in providing sales and training to product distributors, central monitoring stations and individual security companies. Scheduling shipments and assist customers with planning and new product development. Would also assist customers with different applications and use of our product. Scheduled trade shows in which I had to set up and work to provide information to potential new customers. Had responsibility to meet sales goals and customers satisfaction with regards to quality. National Alarm Computer Center July 1998 - January 1999 Field Support Project Manager Responsible for building and developing relationships with current and new alarm dealers. Hands on approach to resolve any issues or concerns of current alarm dealers. Cold call on new alarm dealers to offer our services and financial products. Report directly to the President of Company. Conduct training programs and coordinate seminars, trade shows. Handled special projects. Edison Security Services March 1997- July 1998 Branch Manager Responsible for 10 Security Consultants Hiring, branch operations, customer concerns and service. Training, Profit and Loss of branch, along with monthly production quota. Fontana Police Department March 1989 - June 1995 Medically Retired EXHIBIT "A" EMILIO OLGUIN RESUME Police Officer II, Field Training Officer assigned to Patrol Field Operations. D.A.R.E Officer' Assigned to Crime Prevention Unit, Lead D.A.R.E Officer, Managed D.A.R.E Program and conducted Public Presentations on Drug Abuse, Gangs, Drugs in the work place, and How not to be a Victim of a crime. Monterey Park Police Department November 1981 - March 1989 Detective assigned to investigations which consisted of the following: I was responsible for Fraud, Forgery, Embezzlement and Adult sex crimes investigations. Additional duties included Court Liaison and Custodian of Departmental Records. Conducted investigations which had no suspect information, followed up on possible suspect information. Would conduct investigations independently without supervision. Investigated all types of crimes while assigned the Investigator on call. Those crimes would range from attempt from but not limited to robbery to attempted murder. Interviewed witnesses and victims. Interviewed suspects for additional information and possible confession to the crimes they were charged with. Wrote factual, extensive and concise detailed police reports which were later used for criminal prosecution. Would locate and collect Evidence used in the commission of a crime. Testified in both Criminal and Civil court proceedings. Police Officer" Field Training Officer assigned to Patrol Field services. CERTIFICATES & TRAINING  Intermediate California P.O.S.T. Certificate  Basic California P.O.S.T. Certificate  Concealed Weapon Permit  Instructor for Crime Free Multi Housing AWARDS & HONORS  Received the Fontana Police Departments Excellence Award  Received the Monterey Park Police Departments Distinguished Service Medal  Received San Bernardino County's Republican Parties "Most Demonstrated Americanism Award for 1992" EXHIBIT "A" EMILIO OLGUIN RESUME  Received Reserve Officer of the Year in 1984 at Monterey Park Police Department  Received United States Congressional Award for Outstanding Community Contributions ASSOCIATION & MEMBERSHIP: 1997- Current-Vice President and Past President of Etiwanda Estates HOA 1998 -2001-President, Sacred Heart School Athletic Committee 2013- 2014 Member of California Association of Licensed Investigators 2013- Member of CALSAG REFERENCES Available upon request. EXHIBIT "A" ASHLEY S. OLGUIN RANCHO CUCAMONGA, California 91739 T: 909-510-4358 EXT. 8103 / EMAIL: ASHLEY@ISMG.CO PROFILE Strong foundation, energetic, enthusiastic and friendly. Good leadership skills and work well as Part of a Team. EXPERIENCE Dispatch/ Administration /Operations 06/2009 - Present Intergraded Security Management Group, Rancho Cucamonga, CA • Deep knowledge of the operation of telephone, radio, and computer aided dispatch (CAD) and other communications equipment. • Develops and implements reporting practices for each client. • Ability to think and act quickly, calmly and accurately in an emergency and under stress. • Manage daily operations of 15 patrol officers and GPS tracking. Multi-tasked between dispatching, file maintenance, call routing and handling customers, Manage clients’ reports and schedules for dispatchers and standing guards. • Answer all inbound telephone calls and coordinate appointments with clients and staff accordingly. • Central point of contact for client requests. • Prepare reports and perform other duties as assigned; Records Management. • POST Certified Dispatcher • Customer Relations Dispatcher, Office Assistant 5/2005 – 05/2009 Surveillance, Protection & Investigations Group Inc., Rancho Cucamonga, CA • Office Assistant / Dispatcher • Answered all inbound telephone calls and coordinate appointments with clients, training and staff accordingly. • Assisted COO with filing, forms, sales and advertisements. • Assisted CEO and COO with daily operations. • Great knowledge of the operation of telephone, radio, computer assisted dispatch and other communications equipment (CAD). • Compile and organize documentation for Management. Sales Clerk Assistant 2006-2007 UPS Store, Rancho Cucamonga, CA • Received & documented all incoming and outgoing shipments, informed delivery departments. • Ensure all merchandise is processed in a timely manner and by procedures. • Utilized scanner and computerized tracking systems. Established leader with superb communication. • SKILLS • Microsoft Office, including Microsoft Word and Excel, PowerPoint and Access • Data Entry, Answer Phones, Multi-Line Phone. • Knowledge of Computer Aided Dispatch (CAD) system. • Knowledgeable of PC, MAC Systems, Applications: Adobe Illustrator • Type 65wpm • Dependable, great customer service and Client Relations, Great oral communication skills. EDUCATION College Citrus College, Glendora, CA Business Administration Chaffey College General Studies 08/2009 – Currently attending 08/2012 - 2009 Los Osos High School, Rancho Cucamonga, CA 09/2002 – 06/2006 General Studies Basketball/Ambassador’s Program EXHIBIT "A"