JOB DESCRIPTION

The Control Room Operator is responsible for monitoring and responding to alarm signals, panic button activations, security alerts, and other incidents received through the Company’s control room. The role involves receiving and assessing alarm activations, communicating with clients and response teams, dispatching response teams to incidents, coordinating emergency responses, maintaining accurate incident records, and ensuring that all incidents are handled in accordance with the Company’s approved procedures. The Control Room Operator reports to the Control Room Supervisor to ensure effective incident management, timely response, and continuous communication with security response teams and clients.

ROLES AND RESPONSIBILITIES

Alarm Monitoring and Incident Response

• Monitor panic signals, burglar signals, security alerts, and other notifications received through the Company’s control room systems.
• Contact clients, key holders, or designated contacts where required to verify alarm activations and obtain relevant information.
• Provide response teams with accurate and relevant information regarding the location, nature, and circumstances of an incident.
• Dispatch response teams to alarm activations, panic signals, and other incidents as required.
• Monitor dispatched response teams and maintain communication with them until incidents have been resolved.
• Escalate serious or confirmed incidents to the Control Room Supervisor and Operations Officer.
• Ensure that all alarm activations and incidents are handled promptly and professionally.

Incident Recording and Communication

• Maintain accurate and up-to-date records of all alarm activations, panic button activations, incidents, dispatches, and responses.
• Complete control room logs, occurrence books, incident reports, and other required documentation accurately and within the required timeframes.
• Prepare and submit shift reports and other operational reports as required.
• Ensure that outstanding incidents and important information are properly communicated during shift handovers.
• Identify recurring alarm activations, false alarms, communication failures, or other operational concerns and report them to management.
• Receive and manage incoming calls from clients, security officers, response teams, and other stakeholders in a professional manner.
• Ensure that all communication is handled with confidentiality and in accordance with the Company’s communication procedures.

General Control Room Responsibilities

• Monitor company vehicles through the Car Track/vehicle tracking system and promptly report any tracking or vehicle-related alerts or issues.
• Report technical faults to the Technical Team and ensure all reported faults are properly recorded in the Technical Fault Book.
• Ensure that the SMS module is operational at all times and promptly report any faults or interruptions to the Supervisor.
• Maintain custody and proper control of vehicle keys, ensuring drivers sign when collecting and handing over keys.
• Take proper care of all control room communication and operational equipment, including mobile phones, radios, computers, and other assigned equipment, and report any faults or damage promptly.

• Must be willing and able to work both day and night shifts.

SKILLS AND EXPERIENCE

• Minimum of a Diploma or secondary school qualification, preferably in Security Management, Criminal Justice, Business Administration, Information Technology, or a related field.
• Minimum 2 – 3 years of experience in a control room, security operations, alarm monitoring, dispatch, call centre, or similar environment, preferably within the security industry.
• Experience in monitoring alarm systems, panic buttons, CCTV, access control systems, or other electronic security systems is an advantage.
• Proven experience in coordinating security response teams and handling emergency situations.
• Strong communication and interpersonal skills.
• Excellent telephone and radio communication skills.
• Good understanding of security control room and incident response procedures.
• Good computer literacy and proficiency in Microsoft Office and relevant security monitoring or dispatch software.

SALARY AND BENEFITS

Trident Security Company offers employees the opportunity to work with well-known clients, access to a competitive salary and benefits, and valuable experience in the security industry.

• Monitor panic signals, burglar signals, security alerts, and other notifications received through the Company’s control room systems.
• Contact clients, key holders, or designated contacts where required to verify alarm activations and obtain relevant information.
• Provide response teams with accurate and relevant information regarding the location, nature, and circumstances of an incident.
• Dispatch response teams to alarm activations, panic signals, and other incidents as required.
• Monitor dispatched response teams and maintain communication with them until incidents have been resolved.
• Escalate serious or confirmed incidents to the Control Room Supervisor and Operations Officer.
• Ensure that all alarm activations and incidents are handled promptly and professionally.
• Maintain accurate and up-to-date records of all alarm activations, panic button activations, incidents, dispatches, and responses.
• Complete control room logs, occurrence books, incident reports, and other required documentation accurately and within the required timeframes.
• Prepare and submit shift reports and other operational reports as required.
• Ensure that outstanding incidents and important information are properly communicated during shift handovers.
• Identify recurring alarm activations, false alarms, communication failures, or other operational concerns and report them to management.
• Receive and manage incoming calls from clients, security officers, response teams, and other stakeholders in a professional manner.
• Ensure that all communication is handled with confidentiality and in accordance with the Company’s communication procedures.
• Monitor company vehicles through the Car Track/vehicle tracking system and promptly report any tracking or vehicle-related alerts or issues.
• Report technical faults to the Technical Team and ensure all reported faults are properly recorded in the Technical Fault Book.
• Ensure that the SMS module is operational at all times and promptly report any faults or interruptions to the Supervisor.
• Maintain custody and proper control of vehicle keys, ensuring drivers sign when collecting and handing over keys.
• Take proper care of all control room communication and operational equipment, including mobile phones, radios, computers, and other assigned equipment, and report any faults or damage promptly.

• Strong communication and interpersonal skills.
• Excellent telephone and radio communication skills.
• Good understanding of security control room and incident response procedures.
• Good computer literacy and proficiency in Microsoft Office and relevant security monitoring or dispatch software.

• Minimum of a Diploma or secondary school qualification, preferably in Security Management, Criminal Justice, Business Administration, Information Technology, or a related field.
• Minimum 2 – 3 years of experience in a control room, security operations, alarm monitoring, dispatch, call centre, or similar environment, preferably within the security industry.
• Experience in monitoring alarm systems, panic buttons, CCTV, access control systems, or other electronic security systems is an advantage.
• Proven experience in coordinating security response teams and handling emergency situations.