The story of how GUARDIAN RFID’s Jail Operations team (JailOps) came to be is based on a commitment to operational excellence and hand-selecting subject matter experts capable of delivering world-class service.
In this blog, we’ll define what JailOps is and its function in the world of customer success, account management, and advisory services.
Let’s get started.
GUARDIAN RFID JailOps provides customer success, account management, and advisory services to jails, prisons, and juvenile facilities using GUARDIAN RFID technology. This includes the entire ecosystem of hardware, software, and services, from SPARTANs and Mobile Command XR, to Operational Intelligence, training, and more.
JailOps was established for the simple purpose of providing proactive customer success and support to every facility using GUARDIAN RFID technology. The problems that often exist in technology, such as Software as a Service (SaaS), are that most SaaS vendors do not contact existing customers more than once a year – and you guessed it – it’s only at renewal time.
When customer success only reaches out when it’s time to renew, the relationship feels completely transactional. A one-time annual outreach isn’t intended to ask how things are going or if you have any questions about the product or service. It’s for the purpose of telling you that your renewal is coming up in 30 days, and that the price of X, Y, or Z product is increasing by 10%.
JailOps functions completely differently from conventional SaaS vendors. Its entire premise is to ensure your success by building relationships with you. Do you have a jail inspection coming up? JailOps wants to know about it so that they can provide proactive support. Maybe you need a refresher on how to access certain reports for your jail inspector. Or did you just have an in-custody death? Because of their experience, they can guide you and your team to maximize your transparency and defensibility.
The JailOps team is comprised 100% of former corrections professionals, most of whom are former jail administrators, captains, and lieutenants. Each member of the JailOps team came from a facility that used GUARDIAN RFID for at least three years (most considerably longer) so their knowledge and experience is a deep combination of inmate management, jail administration, and GUARDIAN RFID expert-level knowledge.
Having several contrasting professional backgrounds gives our team the advantage of helping jails and prisons across the country with different perspectives. Whether it’s giving suggestions on how to operate more efficiently, providing tips on how to increase officer communication, or delivering the tools to meet accreditation standards, the JailOps team’s multiple years of experience and variety of backgrounds help all facilities work towards the same goals with their unique approaches.
The GUARDIAN RFID JailOps team consists of:
Mark Cowley is a retired Captain from Bingham County Sheriff’s Office, located in Backfoot, Idaho, where he previously served as a jail administrator for 15 years and worked 34 years collectively. Mark worked his way up through the patrol ranks being promoted to Captain. He oversaw patrol operations, dispatch, as well as the jail.
He is a graduate of the FBI National Academy #225, the Northwestern University Police School of Staff and Command, and holds both an advanced and management certificate with the Idaho Peace Officers Standards & Training. He was an instructor for the Idaho Peace Officers Standards & Training Academy and Idaho State University Law Enforcement Training Program where he taught Idaho Jail standards, inmate discipline, and effective communication courses.
Bingham County Sheriff’s Office went live with GUARDIAN RFID in February 2017. After looking at alternatives, Mark selected GUARDIAN RFID as it was more than just a way to do security rounds. Being able to document observations of inmates needing a close watch who were possibly suicidal, in a detox state, or suffering mental health issues was a huge draw, along with tracing supplies and meals was an added benefit.
Mark felt that when a defense attorney would come into his office and indicate their client was not getting specific items (supplies, commissary, visitation), or their medications were not being administered, he was empowered to pull a report and show them every time something was offered, accepted, or declined by their client. It was a tool Mark relied on to help shut down those complaints or inquiries.
Jeff Jackson, a U.S. Army veteran who served in the 75th Ranger Regiment, 1st Cavalry, and 3rd Armored Cavalry units and combat deployments in Iraq three separate times. He started his 11-year corrections career at the Desoto County Sheriff’s Department, Mississippi. He began his career in the Detention division as a deputy jailer and was promoted to the rank of Sergeant in 13 months. He earned the rank of Lieutenant 11 months later and was promoted to Captain over the Detention Division in 2020.
His notable career achievements include attending the NICIC’s Jail Administrator Course, the National Jail Leadership Command Academy, earning facility accreditation through the American Correctional Association, and earning his Certified Jail Manager with the American Jail Association. He is also a Mississippi State Certified Law Enforcement Instructor, which he earned at the University of Mississippi.
Joe Fowler, also a U.S. Army veteran, has nearly 27 years of serving the corrections industry, with 18 of those years in military corrections. While in the Army, Joe worked in correctional facilities at Fort Carson, Colorado, Fort Lewis, Washington, Camp Humphries, Korea, Guantanamo Bay, Cuba, and the United States Disciplinary Barracks (USDB) at Fort Leavenworth, Kansas.
Joe was also assigned to the United States Army Military Police School (USAMPS) at Fort Leonard Wood, Missouri where he served as a Military Police Corrections instructor, Drill Sergeant, and then Course Manager where he oversaw corrections curriculum development and delivery. He helped design the initial Detainee Operations training site and eventually retired as a Sergeant Major, the Army’s highest enlisted rank.
After retiring from the military, Joe served as Deputy Warden of a Kansas Department of Corrections in Ellsworth, Kansas for nearly two years before relocating his family to his hometown in Tennessee. In Hamilton County, Tennessee, Joe served as the Deputy Chief of Corrections and was responsible for overseeing the day-to-day operations of the Hamilton County Sheriff’s Office Corrections Division.
After arriving at the Hamilton County Sheriff’s Office, the team struggled with state inspections and providing accurate records to validate that their actions were within state standards. Chief Fowler got the team up and running with GUARDIAN RFID, allowing the administration to notice operational issues that needed to be addressed, as well as staff who needed more guidance. Within a short time, they consistently achieved the minimum state standards and continued to strive for higher standards.
He, along with his staff, achieved national accreditation through the American Correctional Association (ACA) and the National Commission on Correctional Health Care (NCCHC). These two certifications are two of the certifications that helped the Hamilton County Sheriff’s Office earn the Triple Crown Award from the National Sheriff’s Association.
In July 2025, Joe successfully defended his Dissertation and earned his Doctorate in Criminal Justice - Public Policy and Administration.
William Boehnemann began his corrections career with the Fort Bend County Sheriff’s Office in Richmond, Texas as a Deputy. In his career, he was promoted through the ranks serving as Corporal for one year, Sergeant for eight years, and Lieutenant for over 14 years.
Willie saw first hand the transition from paper logs to GUARDIAN RFID technology when Fort Bend County Sheriff’s Office began its journey with GUARDIAN RFID around nine years before he retired. As a supervisor, he logged Supervisor Rounds, Unannounced Supervisor Rounds for PREA compliance, and assisted his staff periodically with logging meals or cell checks.
During his 29-year tenure at the Sheriff’s Office, William executed numerous duties including supervising all three shifts at various times and managing approximately 80 staff per shift. Other assignments as Sergeant included the Inmate Disciplinary Sergeant and Administrative Sergeant. He was assigned to the Agency’s Detention Bureau Investigations Unit to oversee the Bureau’s internal affairs and investigations in the agency’s 1,700-bed jail.
Willie was named as the agency’s first PREA Coordinator, making the agency the first county jail in Texas to gain PREA Compliance from implementation to the audit process. Willie participated in numerous PREA audits in several states as Lead Auditor or an Interviewer for fellow auditors.
After a three-year period assigned as the Lieutenant overseeing the Agency’s Crime Scene Unit and evidence Deputies in the Criminal Investigations Unit, he returned to Detention for his final two years as the Night Shift Watch Commander until honorably retiring.
Gerald Roth began his 21-year career in corrections with the Las Vegas Metropolitan Police Department. Here, Gerald served as a Field Training Officer and participated in arrest and transport teams for special events as well as riot and disturbance control. Gerald had over 500 hours of additional training and expertise in gang identification. He received a letter of appreciation from the District Attorney’s office for maintaining an organized, professional, and safe courtroom setting.
Gerald continued his career with the Guilford County Sheriff’s Office in North Carolina. He was promoted to Sergeant and finished his last four years in Personnel and Training as a Background Investigator.
During his career, Gerald became certified as a General Instructor, Specialized Instructor in Physical Fitness, Computerized Voice Stress Analyzer, Qualified Assistant to the School Director, and Basic and Advanced Crisis Negotiations. He also received his Advanced Professional Certificate for demonstrating a commendable commitment to law enforcement professionalism, as well as commendations for serving as a member of the G.C.S.O Crisis Negotiation Team.
Tom Laurell is a highly accomplished professional with over 26 years of experience in both the Security and Support Divisions within the Department of Detention at the Polk County Sheriff’s Office, Florida. He has completed the FDLE Chief Executive Seminar and the FDLE Executive Seminar in Tallahassee, FL. He is an alumnus of the National Public Safety Innovation Academy at Polk State College in Lakeland, FL, and the Senior Management Institute for Police (SMIP) in Boston, MA.
Tom has also participated in the Executive Future Studies Program in Tallahassee, FL, and holds a certification as a Certified Jail Manager from the American Jail Association. His academic accomplishments also include a B.S. Degree in Correctional Administration and Management from Bellevue University in Bellevue, NE. Additionally, he holds an A.S. Degree in Criminal Justice from Polk Community College in Lakeland, FL.
Throughout his career, Tom has held numerous key positions at the Polk County Sheriff's Office. Tom previously served as Security Division Major; as well as, a facility Captain at the South County Jail, Central County Jail, and Intake and Records Bureau. As a Detention Lieutenant (DTL), Tom managed to oversee a range of administrative duties, including visitation, recreation, facility inspections, vehicle maintenance, radio inventories, statistical documentation, and inmate workers.
As the Administrative Lieutenant, Tom brought GUARDIAN RFID to his facilities in 2012. Just like many jail facilities during that time, the Polk County Sheriff’s Office, Department of Detention, was using pen and pad to notate security rounds, inmate welfare, and compliance standards per Florida Model Guidelines. Wanting better accountability, defensibility, and easier documentation processes, he enlisted GUARDIAN RFID as their partner to accomplish this mission. To this day, the Polk County Sheriff’s Office continues to use GUARDIAN RFID and has migrated to the latest Command Cloud platform.
Kevin McClellan began his correctional journey being assigned to the ASPC Perryville Complex, Santa Maria Unit, Arizona, overseeing all female inmates, minors, and death row inmates. He was transferred to the ASPC Lewis Complex, then later moved to the Barchey Unit, another medium custody facility. During his time at the Lewis Complex, he held several key positions, including Armorer, Off-Site Work Crew Supervisor, Urinalysis Officer, Capital Management for the Complex, Fire Safety Officer, and Gun Gang Supervisor.
Kevin eventually transferred to the ASPC Eyman Complex, where he was assigned to a unit that housed maximum custody gang members, death row inmates, mentally ill individuals, minors, and those in restrictive housing. He played a key role in transitioning three different custody levels and populations.
Later down the line, Kevin transferred to the ASPC Eyman Browning Unit to serve as a Shift Lieutenant. After a few months, I was assigned as the Justice Victim Technology Lieutenant, responsible for overseeing inmate movement and out-of-cell time.
JailOps has a critical role in keeping our entire national user community fully aligned and invested in your use of GUARDIAN RFID products and services. Today, for example, the primary focus is on how to get the most out of Command Cloud, the officer experience platform (OXP).
But JailOps does far more than customer success. Their primary responsibilities also include:
JailOps work proactively with Warriors before they run into problems. One of the primary duties is monitoring usage patterns, which can be indicators of strength and risk. Data-driven insights help them better understand what’s going well and what areas of improvement may be. While most SaaS vendors contact their customers on an annual basis (at renewal time), our JailOps team has a minimal requirement of making a verbal connection with customers at least once a quarter. From this perspective, JailOps is more of an extension to your team.
When it comes to medium and large jails and prison deployments, JailOps is often on the frontlines of Go-Live. You’ll find JailOps team members generally side-by-side with our Academy Product trainers shadowing new users, or walking the halls and housing units with administrators to better understand workflows and identify policies and procedures that may need to be established or refined with your use of Command Cloud.
By being in your environment during Go-Live, they can better support your ongoing use of GUARDIAN RFID because they completely understand your day-to-day operations.
JailOps team members often act as a bridge between the customer and GUARDIAN RFID. They help customers get the most value out of the product, answering questions, guiding them through features, and offering best practices.
Warrior Advocacy
JailOps team members often help advocate for the customer's needs within the organization, making sure their feedback is heard and integrated into product development or service improvements.
Account Management
JailOps team members can identify opportunities to recommend the addition of certain products, features, or services, such as additional on-site training. They may also recommend moving to a subscription model for your SPARTAN mobile devices, or ideal times to renew your software and services through bundled offerings that can save your agency time and money. Account management is a large function of JailOps team members, so they’re always in-the-know on matters regarding renewal periods.
Who’s Eligible to be on the JailOps Team?
JailOps is one of four functional areas of GUARDIAN RFID reserved exclusively for corrections professionals. The others include:
To be eligible for JailOps, we generally look for these attributes:
JailOps is a role that’s not published or promoted online. Usually, applicants hear of roles directly from GUARDIAN RFID team members. They may also hear by word of mouth or recommendations from industry colleagues.
In short, they’re certainly capable of providing certain levels of technical support. Most teams, whether it’s Academy, Implementation, Sales, or JailOps, is heavily cross trained on a number of matters, so no matter who you may reach, each team has a solid baseline of product understanding to lend a hand. This is part of our One Team. One Mission. mantra. In GUARDIAN RFID parlance, that’s #OTOM.
For more advanced technical support teams, JailOps will merge Technical Support in on your behalf, and help see closure of anything you need from start to finish.
And if there’s something you need, such as a box of RFID wristbands or RFID Cards, you’re welcome to contact your JailOps account manager who can place the order for you with our product fulfillment team.
JailOps team members are highly focused on ensuring that Warriors get the most value out of their investment in GUARDIAN RFID products and services. Their aim is to ensure you continually optimize, modernize, and achieve strong correctional outcomes – whether that’s improved compliance with jail standards, achieving national accreditation, or reducing your risk through improved processes.
Your success goes beyond just addressing your needs. Proactively ensuring you achieve your desired objectives, consistently feel supported, and receive ongoing value from Command Cloud are the priorities for every member of JailOps.