Control Room Manager

PURPOSE OF THE ROLE

The Control Room Manager is responsible for managing all facets of Control Room operations, including management of Control Room Operators, whilst overseeing the core duties of the Control Room in identifying, assessing and coordinating a strategic response to security and emergency situations.

The role is responsible for the ongoing development of all technologies pertaining to the Control Room. The role will also be responsible for reviewing and sourcing the latest technologies to enhance company capabilities in protecting the clients from any criminal, protest, terrorist and reputational threats.

KEY ACCOUNTABILITIES

• Manage control room operations and operators to ensure effective implementation and management of all SOPs     for the security control room including the monitoring and operation of fire, security and access control systems,  and  proactively identifying risk, recommending, implementing appropriate corrective and preventive action.
• Ensure Control Room Operators (CRO) are continuously trained in all facets of Control Room operations, while ensuring that they are proactively monitoring the site and responding to incidents and CRO conduct and take the lead on all incident investigations as required by reviewing CCTV and completing relevant reports.
• Provide strong leadership, guidance and direction to the team on all people and operational matters, including recruitment, training, development of staff engagement strategies, staff development and performance management to create a high performing, diverse and inclusive culture, where staff are inspired and encouraged to apply their diverse skills and perspectives to achieve common goals.
• Continually review effectiveness of all technical systems within the company to ensure the most modern and up to date systems and technology is utilized, and provide advice on the most efficient and effective use of current surveillance equipment.
• Provide strategic and operational security advice to the Operations Manager, focusing on the control room operations, and proactively identifying risk, recommending and implementing appropriate corrective and preventive action
• Actively contribute to the improvement of company operations and service standards by identifying, recommending and implementing approved initiatives, operational plans, standard operating procedures and security procedures that recognise the importance/status of the building and security threats.
• Maintain understanding and comply with the requirements of legislation, policy and procedures that govern CCTV operations in order to maintain the security and integration of company systems. Maintain close relationships with Local Area Command ensuring appropriate information is passed on by control room operators to ensure they have necessary information to resource and manage incidents.

KEY CHALLENGES

• Operate within a 24 hour live operating environment, including working rotating shifts across days, evenings and weekends.
• Working within a high public visitation site within an increased security threat level environment, remaining vigilant to ensure incidents are identified and managed appropriately.
• Clearly understanding the impacts of local and international incidents which may impact the company. Proactively identifying through the use of CCTV, key risk indicators or potential threats to the safety of visitors, employees and the precinct of the company.

ESSENTIAL REQUIREMENTS

• Degree in Security Management or any other relevant course
• Proven ability to provide strong people leadership in a complex environment, including designing and successfully implementing     initiatives to improve team culture and engagement, staff development and teamwork.
• 10+ years demonstrated operational experience within a security control room environment within a high profile or high public visitation site characterized by high levels of constantly changing activity, with a large range of cameras and systems.
• Experience in delivering security or related services within heightened level of threat and experience of a multitude of security incident   types and responses and in liaising with outside security agencies and emergency services.
• Thorough understanding of the Workplace Surveillance Act, along with all the relevant laws and regulations surrounding the operations of CCTV and thorough understanding of CCTV policies within a large organization
• Proven experience in investigating Security and or terrorism related incidents.
• Proven capability to work under pressure and operate multiple systems in a high-pressure work environment.
• High level of attention to detail and the ability to resolve problems requiring interpretation and assessment of complex situations.
• Intermediate to advanced computer skills, as well as strong administrative and report writing skills including writing procedure and policy development documentation.
• The ability to work 12 hour shifts on a 24/7 rotating roster.
• Ability to make sound decisions in complex environments that have the potential to jeopardize the safety and integrity of the building.
• Relevant experience in dealing with complex situations with a changing or mobile threat incident.