JOB PROFILE

Position Title

National Control Centre (NCC) Controller

Department

Operations National Control Centre (NCC)

Reports To

National Control Centre Supervisor / National Control Centre Manager

Job Purpose

The National Control Centre (NCC) Controller is responsible for monitoring, coordinating, and managing all security operations through the National Control Centre on a 24/7 basis. The incumbent ensures the effective deployment and support of security personnel, monitors alarm and tracking systems, coordinates emergency responses, communicates with clients and operational management, and maintains accurate records of all incidents and activities.

The NCC Controller plays a critical role in ensuring the safety of clients, employees, company assets, and the continuity of security operations by providing immediate response and operational support.

Key Performance Areas (KPAs)

1. Operations Monitoring and Control

Responsibilities

• Monitor all security operations nationally through the Control Centre.
• Continuously monitor CCTV systems, alarm systems, vehicle tracking systems, and communication platforms.
• Respond promptly to alarms, incidents, and emergency situations.
• Escalate incidents to the appropriate operational managers and emergency services when required.
• Coordinate the dispatch of armed response officers, supervisors, reaction teams, and emergency personnel.

Performance Indicators

• Response times meet company standards.
• All incidents acknowledged and actioned immediately.
• Minimal operational delays.
• Accurate escalation procedures followed.

2. Incident Management

Responsibilities

• Receive and log all incidents reported by clients, security officers, supervisors, and management.
• Assess the severity of incidents and initiate the appropriate response.
• Maintain communication with responding personnel until incidents are resolved.
• Compile detailed incident reports and update all relevant stakeholders.

Performance Indicators

• Complete and accurate incident reports.
• Timely communication throughout incidents.
• Proper documentation and closure of all cases.

3. Communication and Coordination

Responsibilities

• Serve as the primary communication hub between field personnel, management, clients, and emergency services.
• Maintain professional communication at all times.
• Provide operational updates to management.
• Ensure all radio and telephone communication follows company protocols.

Performance Indicators

• Clear and professional communication.
• Accurate dissemination of information.
• Positive client and internal stakeholder feedback.

4. Alarm and Tracking Management

Responsibilities

• Monitor intrusion alarms, panic alarms, fire alarms, and vehicle tracking systems.
• Verify alarm activations before dispatch where applicable.
• Coordinate responses according to Standard Operating Procedures (SOPs).
• Record all alarm activations and actions taken.

Performance Indicators

• Effective alarm response.
• Accurate system monitoring.
• Compliance with alarm handling procedures.

5. Administrative Responsibilities

Responsibilities

• Maintain Control Centre occurrence books and electronic logs.
• Prepare shift handover reports.
• Record operational statistics and daily activity reports.
• Update operational systems and databases.
• File incident reports and supporting documentation.

Performance Indicators

• Accurate documentation.
• Complete shift handovers.
• Up-to-date records.

6. Client Service

Responsibilities

• Provide professional assistance to clients regarding incidents and service requests.
• Respond promptly to client enquiries.
• Escalate complaints and service issues appropriately.
• Maintain confidentiality of client information.

Performance Indicators

• Professional client interactions.
• Timely resolution of client requests.
• High levels of client satisfaction.

7. Compliance and Risk Management

Responsibilities

• Comply with company policies, procedures, and Standard Operating Procedures.
• Ensure adherence to PSIRA regulations and applicable legislation.
• Maintain confidentiality of operational information.
• Report any operational risks or security breaches immediately.

Performance Indicators

• Zero policy violations.
• Full compliance with operational procedures.
• Accurate risk reporting.

Minimum Requirements

Education

• Grade 12 (Matric) or equivalent.
• PSIRA Grade C registration (minimum) Grade B advantageous.
• Control Room Operator qualification advantageous.
• Computer literacy (Microsoft Office and security software).

Experience

• Minimum 2 years' experience in a Security Control Room or National Control Centre environment.
• Experience working with:
  • CCTV monitoring systems
  • Alarm monitoring systems
  • Vehicle tracking platforms
  • Radio communication systems
  • Incident management software

Experience within a national security company will be advantageous.

Knowledge

The incumbent should possess knowledge of:

• Security industry operations
• Emergency response procedures
• Incident management processes
• Control room protocols
• Occupational Health and Safety principles
• Client service principles
• Company Standard Operating Procedures
• PSIRA regulations
• Security technology and monitoring systems

Skills

• Excellent verbal and written communication
• Strong decision-making ability
• Problem-solving skills
• Conflict management
• Computer literacy
• Time management
• Report writing
• Attention to detail
• Multitasking ability
• Telephone etiquette
• Active listening
• Stress management

Behavioural Competencies

The NCC Controller should demonstrate:

• Integrity and honesty
• Professionalism
• Accountability
• Reliability
• Confidentiality
• Calmness under pressure
• Teamwork
• Initiative
• Adaptability
• Customer focus
• Situational awareness

Working Conditions

• 24/7 shift environment including weekends and public holidays.
• Rotational day and night shifts.
• Extended periods of sitting while monitoring multiple systems.
• High-pressure environment requiring rapid decision-making.
• Continuous interaction with operational staff, clients, and emergency services.

Key Performance Indicators (KPIs)

• Incident response time
• Alarm acknowledgement time
• Incident resolution coordination
• Accuracy of occurrence book entries
• Shift handover quality
• Client service standards
• Compliance with SOPs
• Communication effectiveness
• Documentation accuracy
• Attendance and punctuality