Description:
Overview Dispatchers operate out of the Security Operations Centre and provide command, communications, and control functions for tactical security staff deployed in the field. In addition to dispatching security resources, the dispatcher position is involved in the monitoring of the various components that make up a site’s security management system. Dispatchers are required to maintain detailed logs of all SOC activities and answer emergency as well as non-emergency phone lines. This is a command-and-control position requiring attention to detail, as well as the impact of operator error can result in serious consequences as well as threaten life safety. Requirements Licenses and Certifications
- Must possess a valid Ontario Security License.
Education and Experience
- Previous dispatch experience in emergency services setting such as Police, fire, EMS, or previous Security Operations Centre is an asset.
- A dispatch certificate from an accredited post-secondary institution is an asset.
- A certificate in Law & Security or Police Foundations is an asset.
Skills and Knowledge
- A fundamental knowledge of state-of-the-art technology such as alarm and access control systems, CCTV systems, communications technologies, and general Microsoft Office programs.
- Knowledge of enterprise access control systems.
- Excellent personal computing skills to include all office-related products and familiarity with specialized security applications.
- Ability to develop a sound knowledge of critical site interrelationships and key members of property management.
- Excellent written and oral communication skills.
- Excellent organizational skills, with an emphasis on multi-tasking and rapidly assessing and shifting priorities.
- Excellent interpersonal skills and ability to maintain a professional demeanor under very stressful situations.
- Must be self-motivated and consistently show initiative.
Working Conditions
- Required to work rotating shifts to include statutory holidays and be available for work in a 24x7x365 environment.
- Working in an enclosed and restricted access environment.
- Will require extended periods of sitting.
- Frequent use of computers and looking at computer monitors.
- Could be exposed to hazardous situations and conditions when responding to or managing emergencies or incidents.
Major Responsibilities
- Answers all incoming security telephone lines including the complex emergency telephone line.
- Monitoring the complex-wide SMS (alarm monitoring, CCTV monitoring, access control).
- Dispatch security resources and document activity using dispatch logs.
- Ensuring that security operations occur consistent with policy and Standing Orders.
- Maintain radio communications with security resources deployed in the field.
- Initiate communications with Tenants, Building Personnel and Property Management at the onset of emergencies, major incidents, or the disruption of building operations.
- Monitor and communicate via PATH Comm radio, which connects various SOCs connected to the PATH system, as well as emergency services.
- Answer base building and parking level intercoms.
- Monitors all SOC systems for functionality and status and conducts basic troubleshooting and assessment before escalating technical problems.
- Works in conjunction with Technicians and the System Administrator to test and troubleshoot alarm and access control devices and infrastructure to ensure system integrity.
- Prepares written documentation and provides reports on technical problems, incidents, front-line investigative issues, and other security-related matters.
- Provides notice to Tenant Contacts for incidents that have occurred about Tenant premises.
- Functions as a command-and-control liaison during incidents.
- Manages information flow to and from the incident site, off-site responders, and vendors.
- Notifies emergency services when required.
- Issue Work Orders for reported building safety hazards and deficiencies, and other work requests as needed.
- Other duties as assigned.