National Command Centre Controller

Job Description - National Command Centre Controller

DESCRIPTION

The Control Room utilizes the event control room whereby Control Room Officers escalate their findings into a Situational Control Room from where escalations are either dispatched or dismissed in the Control Room.

QUALIFICATIONS AND ATTRIBUTES

• Compulsory:

• Grade 12

• PC Literate

• PSIRA Grade “C”

• No criminal records

• Call Centre/ Control Room (CCTV) industry specific knowledge.

• Call Centre/ Control Room fundamentals.

• Call Centre/ Control Room platforms and methodology.

• Minimum of 1 year Monitoring Centre experience in a similar position

• Must be able to work independently and be self-motivated.

• Must be able to work as part of a team.

• Must have a strong sense for attention-to-detail.

• Well-articulated with excellent writing skills

• Reporting Skills

• Need to be proactive and be able to handle pressure situations.

• Be accountable for work to be done on their station.

• Knowledge of all monitoring platforms used by FADT which include: Syntell, DSS (Dahua) Deep Alert, Vumacam Proof 360 (Isentry) and Proof Search will be an advantage.

• Good Working relationship with peers

JOB DESCRIPTION

Job Title: National Command Centre Operator

Department: National Command Centre

Division: Fidelity

Responsible To: National Command Centre Manager

Responsible For: Monitoring and escalating events on Syntell, DSS (Dahua), Deep Alert, Listener, Vumacam Proof 360 (Isentry) used by FADT/Surveillance (Systems may vary depending on desk allocation)

Scope and Main Purpose of Job (Systems may vary depending on desk allocation):

• Day to day monitoring of the following:

• Syntel (LPR Alerts) - Alerts created on WhatsApp with SIU Members. Create a signal on Listener and send to the dispatch stack.

• DSS (Dahua) - Analyze alerts for threats. For a threat escalate and create a signal on Listener for armed response to attend. No threat dismiss.

• Listener - analyze WhatsApp groups and create Listener alarms for a vehicle to be dispatched to the wanted area.

• Deep Alert - Analyze the alert for threats. For a threat escalate and create a signal on Listener for a vehicle to be dispatched to the area under threat.

• Vumacam (Revenue Client) - Proof 360 (Isentry)

• Analyze the event station for anything suspicious:

• Suspicious people.

• Vehicle parked off for too long in an area.

• Hi-Jacking

• Robberies

• Accidents

• Proof Search

• Search any wanted vehicle.

• Loading of new wanted vehicles.
• Report any system failures within the Off-Site Control Room to the Branch Manager and Surveillance Control Room Seniors on duty.
• Duties: Below duties are not exhaustive and additional duties may be added as required.
• Monitor alerts diligently and ensure that all SOP’s are followed and understood for each site as per the monitoring instructions. If monitoring instructions are not clear for a site escalate your concerns to your shift senior or relevant manager

• Keep your stack cleared and attend to alerts timeously and with accuracy.

• Escalate any findings with the required level of detail to ensure the situation can be resolved efficiently.

• Provide comprehensive feedback on all findings and articulate the resolution accurately onto the system notes.

• Conduct a proper handover with the off going shift. Off going shift to ensure that all information is handed over regarding alerts completed or in progress.

• Capture all activity in the provided OB book relating to your station during your shift.

• Ensure all equipment at your station is operational. Report any anomaly to the Branch Manager/Surveillance Monitoring Senior.

• Adhere to all Control Room Policies and Procedures and behave in a manner that is always respectful and presentable.

• Communicate clearly and professionally with all customers and ensure that your feedback is comprehensive and that you attend/escalate all issues the customer might have.

• Notify your manager if any system or procedure is unclear to you so they can assist with any additional training you might need.

• Follow-up on any response actioned by you to ensure the correct feedback is available for you to close your incidents off.

• Be punctual and present for your shift - notify your management timeously if you have any issues that will affect your punctuality or effectiveness of your performance for the shift’s duration.

• All work carried out in the Surveillance Off-Site Control Room is confidential and will not be shared with any individual outside of the Surveillance Control Room.