National Command Centre Operator - Surveillance at Fidelity Services Group

DESCRIPTION 

• The Surveillance Off-Site Control Room utilizes the event control room whereby Surveillance Off-Site Control Room Officers escalate their findings into a Situational Control Room from where escalations are either dispatched or dismissed in the Surveillance Control Room.   

QUALIFICATIONS AND ATTRIBUTES 

Compulsory: 

• Grade 12 
• PC Literate 
• PSIRA Grade “C” 
• No criminal records 
• Surveillance (CCTV) industry specific knowledge. 
• Surveillance monitoring fundamentals. 
• Surveillance monitoring platforms and methodology. 
• Minimum of 1 year Monitoring Centre experience in a similar position 
• Must be able to work independently and be self-motivated. 
• Must be able to work as part of a team. 
• Must have a strong sense for attention-to-detail. 
• Well-articulated with excellent writing skills 
• Reporting Skills 
• Need to be proactive and be able to handle pressure situations. 
• Be accountable for work to be done on their station. 
• Knowledge of all monitoring platforms used by FADT which include: Syntell, DSS (Dahua) Deep Alert, Vumacam Proof 360 (Isentry) and Proof Search will be an advantage. 
• Good Working relationship with peers 

JOB DESCRIPTION 

• Responsible To: National Command Centre – Black Screen Monitoring Manager 
• Responsible For: Monitoring and escalating events on Syntell, DSS (Dahua), Deep Alert, Listener, Vumacam Proof 360 (Isentry) used by FADT/Surveillance (Systems may vary depending on desk allocation) 
• Scope and Main Purpose of Job (Systems may vary depending on desk allocation): 

Day to day monitoring of the following: 

• Syntel (LPR Alerts) – Alerts created on WhatsApp with SIU Members. Create a signal on Listener and send to the dispatch stack. 
•  DSS (Dahua) – Analyze alerts for threats. For a threat escalate and create a signal on Listener for armed response to attend. No threat dismiss.  
• Listener – analyze WhatsApp groups and create Listener alarms for a vehicle to be dispatched to the wanted area. 
• Deep Alert – Analyze the alert for threats. For a threat escalate and create a signal on Listener for a vehicle to be dispatched to the area under threat. 
• Vumacam (Revenue Client) – Proof 360 (Isentry)  
• Analyze the event station for anything suspicious: 
• Suspicious people. 
• Vehicle parked off for too long in an area. 
• Hi-Jacking 
• Robberies 
• Accidents 
• Proof Search 
• Search any wanted vehicle. 
• Loading of new wanted vehicles. 
•  Report any system failures within the Off-Site Control Room to the Branch Manager and Surveillance Control Room Seniors on duty. 
• Duties: Below duties are not exhaustive and additional duties may be added as required. 
• Monitor alerts diligently and ensure that all SOP’s are followed and understood for each site as per the monitoring instructions. If monitoring instructions are not clear for a site escalate your concerns to your shift senior or relevant manager 
• Keep your stack cleared and attend to alerts timeously and with accuracy. 
• Escalate any findings with the required level of detail to ensure the situation can be resolved efficiently. 
• Provide comprehensive feedback on all findings and articulate the resolution accurately onto the system notes. 
• Conduct a proper handover with the off going shift. Off going shift to ensure that all information is handed over regarding alerts completed or in progress. 
• Capture all activity in the provided OB book relating to your station during your shift. 
• Ensure all equipment at your station is operational. Report any anomaly to the Branch Manager/Surveillance Monitoring Senior. 
• Adhere to all Control Room Policies and Procedures and behave in a manner that is always respectful and presentable. 
• Communicate clearly and professionally with all customers and ensure that your feedback is comprehensive and that you attend/escalate all issues the customer might have. 
• Notify your manager if any system or procedure is unclear to you so they can assist with any additional training you might need. 
• Follow-up on any response actioned by you to ensure the correct feedback is available for you to close your incidents off. 
• Be punctual and present for your shift – notify your management timeously if you have any issues that will affect your punctuality or effectiveness of your performance for the shift’s duration. 
• All work carried out in the Surveillance Off-Site Control Room is confidential and will not be shared with any individual outside of the Surveillance Control Room.