Control Centre Operator

Major Responsibilities:

• Provides first‑line direction to in‑house security staff, as well as reinforces expectations to contracted security staff on a shift basis, including deployment, scheduling and participation in first‑line discipline.
• Monitors City‑owned/operated facilities through various remote systems to ensure emergency alarms (access control systems, camera alarms, duress, intercom, elevator, wellness and intrusion burglary alarms) are acknowledged and acted upon within the designated time frame.
• Ensures fire alarms are acknowledged and responded to promptly with follow up.
• Answers and effectively handles all emergency and non‑emergency calls to the Corporate Security telephone lines, as well as after‑hours building maintenance issues through the Corporate Real Estate Management phone line (referred to as FRED Hotline).
• Prioritizes and dispatches the appropriate response personnel to City owned or operated facilities, including Corporate Security Alarm Response Personnel, Police, Emergency Medical Services, Fire Services, contracted guards, after hours maintenance, contractors and repair personnel.
• Dispatches, monitors and provides real‑time information and guidance to mobile patrol Security Guards in vehicles on proactive patrols and alarm response through two‑way and one‑way intercoms and documents transmission using related software. Monitors multiple computer screens, phone lines, intercoms, alarms, cameras, etc. simultaneously.
• Verifies authority and programs access cards and security systems as required, including but not limited to the removal/addition of access, running reports and completing data backups for various systems in accordance with policy and procedures. References access control systems to ensure identification.
• Assists in developing Control Centre work plans, policies and procedures and ensures their maintenance, adherence and enforcement.
• Ensures well versed in and adheres to the Security Control Centre policy and procedures, as well as general Corporate Security and site specific policies and procedures.
• Makes appropriate emergency and routine notifications according to Corporate Security and site policy and procedures.
• Completes daily logs, incident reports and dispatch logs, etc., inputting information into relevant systems for statistical and future reference and following up as required.
• Monitors, maintains, tests and troubleshoots security systems and alarms and maintains testing logs and calendars.
• Initiates, maintains and follows up on various service requests for security systems and liaises with the security system technicians and contractors when required.
• Performs investigations, including running system reports and reviewing video surveillance, maintaining evidence and attending court to testify when required. Completes applicable forms and logs regarding information collected or viewed.
• Provides verified and authorized after‑hours access through security systems for City staff and external contractors.
• Schedules staff as required to fill open shifts such as sick calls and unplanned security requests and appropriately handles unscheduled staff shortages.
• Processes contract security guard requests and submits to the appropriate contract guard company ensuring that any deficiencies are captured through the online portal.
• Ensures all equipment assigned to the Control Centre and Mobile staff is present and operational. Participates in emergency exercises.
• Performs related duties as assigned by Corporate Security management staff.
• Completes all courses assigned by Corporate Security management and the Supervisor and Senior Security Coordinator of the Security Control Centre and Mobile Services.
• Liaises with Police agencies to download, copy and provide CCTV footage for investigations when required and completing logs for record keeping.

• Considerable experience with modern building security systems and their functions for large and small building complexes.
• Considerable experience providing a high level of customer service in a security related environment.
• Considerable experience working in a fast‑paced security control/monitoring centre environment,…