Security Command Centre Operator

Security Command Centre Operator

Company: PABC Security Solutions
Department: Operations / Security Command Centre
Job Title: Security Command Centre Operator
Reports To: Operations Manager
Employment Type: Permanent / Shift-Based
Location: Company Security Command Centre

1. JOB PURPOSE

The Security Command Centre Operator is responsible for continuously monitoring security operations, CCTV systems, alarm activations, officer communications, patrol activities, access-control systems, and incidents across all client sites.

The operator serves as the central communication point between security officers, supervisors, reaction services, emergency services, clients, and company management. The role requires the operator to identify risks, coordinate appropriate responses, maintain accurate records, and ensure that all incidents are escalated and reported without delay.

2. KEY RESPONSIBILITIES

2.1 Officer Monitoring and Welfare

• Monitor officer attendance, deployment, clocking, patrol performance, and responsiveness.
• Confirm that all client sites are properly covered at the start of each shift.
• Immediately report absenteeism, late coming, shortages, or uncovered posts.
• Monitor electronic patrol systems and ensure officers complete patrols as required.
• Follow up on missed patrols, incomplete scans, unusual patrol patterns, or extended periods of inactivity.
• Conduct welfare checks on officers working at isolated or high-risk sites.
• Escalate concerns where an officer may be asleep, unresponsive, injured, ill, or in danger.
• Monitor shift handovers and confirm that officers remain on duty until properly relieved.

2.2 Access Control and System Monitoring

• Monitor remote access-control systems, vehicle access systems, boom gates, intercoms, panic buttons, and perimeter alarms where applicable.
• Assist site personnel with the verification of visitors, contractors, vehicles, or deliveries when authorised.
• Report access-control breaches, tailgating, forced entry, missed scans, or unauthorised access.
• Ensure access is not remotely granted without proper verification and authorisation.
• Maintain accurate records of remote access decisions and system activations.

2.3 Daily Operational Administration

• Complete all required occurrence books, control room registers, shift reports, incident registers, and electronic system entries.
• Record all calls, radio checks, patrol exceptions, alarm activations, site complaints, deployments, and operational instructions.
• Provide a detailed handover to the incoming operator.
• Ensure that unresolved incidents and operational concerns are clearly communicated during shift handover.
• Prepare daily command centre reports for management.
• Maintain updated site contact lists, emergency contact numbers, escalation procedures, and post instructions.
• Ensure all documentation is legible, accurate, factual, and completed on time.

2.4 CCTV Monitoring

• Continuously monitor live CCTV footage from all connected client sites.
• Identify suspicious behaviour, security breaches, unsafe conditions, unauthorised access, theft, vandalism, loitering, and other unusual activity.
• Conduct scheduled virtual patrols of designated cameras and high-risk areas.
• Track persons or vehicles of interest using available camera systems.
• Immediately communicate identified risks to the relevant on-site security officers or supervisors.
• Preserve and retrieve CCTV footage when required for investigations.
• Maintain confidentiality regarding all CCTV footage and client information.
• Ensure that cameras, recording systems, and monitoring equipment remain operational.
• Report defective, offline, obstructed, or incorrectly positioned cameras.

2.5 Alarm and Emergency Response Coordination

• Receive, assess, and respond to alarm activations.
• Contact the relevant site security officer or supervisor to verify each activation.
• Dispatch armed response, mobile supervisors, emergency services, or other assistance when required.
• Monitor the response until the incident has been resolved.
• Escalate serious incidents immediately to senior management and the client representative.
• Record all alarm activations, actions taken, response times, and outcomes.
• Conduct follow-ups where an alarm activation is not acknowledged or attended to within the required timeframe.

2.6 Communication and Radio Control

• Maintain professional radio and telephone communication with security officers, supervisors, managers, clients, and emergency services.
• Conduct scheduled radio checks with all designated sites.
• Ensure security officers remain contactable and responsive throughout their shifts.
• Record missed radio checks, communication failures, and officers who fail to respond.
• Provide clear instructions to officers during incidents and emergency situations.
• Ensure all communication is professional, concise, accurate, and properly recorded.
• Prevent unnecessary, inappropriate, or unauthorised communication over company radio channels.

2.7 Incident Management

• Receive and accurately record all security-related incidents.
• Obtain complete information, including:
• Date and time of the incident
• Exact location
• Persons involved
• Description of what occurred
• Injuries or damages
• Vehicles involved
• Actions taken
• SAPS, emergency service, or armed response reference numbers
• Immediately escalate serious incidents such as robberies, theft, assault, fire, medical emergencies, protests, break-ins, vehicle theft, armed incidents, or suspicious activity.
• Ensure preliminary incident notifications are distributed to the relevant management and client communication groups.
• Follow up with site personnel until a complete incident report and supporting evidence have been submitted.
• Maintain an incident register and ensure information is accurate and traceable.
• Protect the integrity of incident information and evidence.

2.8 Emergency Services Coordination

• Contact the South African Police Service, fire department, ambulance services, armed response, or other emergency services when required.
• Provide emergency responders with accurate information and directions.
• Record emergency reference numbers, response times, attending officials, and outcomes.
• Remain in communication with site personnel throughout an emergency.
• Follow the company’s emergency response and escalation procedures.

2.9 Equipment and System Control

• Conduct shift inspections of all command centre equipment.
• Report faults affecting:
• CCTV systems
• Radios
• Telephones
• Computers
• Alarm systems
• Internet connectivity
• Recording equipment
• Patrol monitoring systems
• Backup power systems
• Open technical fault reports and follow up until systems are restored.
• Protect company equipment from misuse, damage, and unauthorised access.
• Ensure that passwords, access codes, system credentials, and confidential information are securely managed.

3. COMPLIANCE RESPONSIBILITIES

The Security Command Centre Operator must:

• Comply with all applicable South African security legislation and industry requirements.
• Maintain valid PSIRA registration appropriate to the position.
• Comply with company policies, site instructions, standard operating procedures, and client requirements.
• Protect personal information in accordance with the Protection of Personal Information Act.
• Maintain confidentiality regarding clients, employees, security systems, incidents, and investigations.
• Avoid sharing CCTV footage, incident information, access codes, or operational details with unauthorised persons.
• Immediately report suspected criminal activity, misconduct, negligence, corruption, or breaches of company procedure.
• Ensure that information entered into company systems is accurate and not falsified or altered.

4. MINIMUM REQUIREMENTS

• Grade 12