National Command Centre Controller

Fidelity Services Group; Johannesburg; On-site; ZAR 180,000 - 320,000; Full time

Job summary

Fidelity Services Group is seeking a National Command Centre Operator to monitor and escalate events across multiple surveillance platforms, including Syntell and DSS. The role requires attention to detail, strong reporting, and the ability to work both independently and as part of a team.

Responsibilities include analyzing alerts, dispatch coordination, and maintaining accurate handovers and system notes. A PSIRA Grade C and 1+ year in a monitoring environment are preferred.

Qualifications

• Compulsory Grade 12, PC literacy, and PSIRA Grade C.
• No criminal records and knowledge of call centre/control room platforms.
• Minimum 1 year experience in a Monitoring Centre or similar role.
• Strong observation, reporting and writing abilities are required.
• Ability to work independently and as part of a team.
• Comfort with high-pressure tasks and strict SOPs.

Responsibilities

• Monitor alerts across Syntell, DSS (Dahua), Deep Alert, Listener and Vumacam Proof 360 as assigned.
• Escalate findings with detailed information to dispatch or supervisors.
• Conduct proper handovers with the outgoing shift and record activities in the OB book.
• Ensure equipment at the station is functional and report any anomalies.
• Maintain professional communication with customers and colleagues.
• Follow SOPs for each site and escalate concerns when procedures are unclear.

Skills

Grade 12

PC Literate

PSIRA Grade C

No criminal records

Call Centre/ Control Room knowledge

Call Centre/ Control Room fundamentals

Call Centre/ Control Room platforms

1 year Monitoring Centre experience

Independent working

Team player

Attention to detail

Strong writing skills

Reporting skills

Proactive under pressure

Accountability for station work

Knowledge of Syntell/DSS/Deep Alert/VJ

Good peer relationships

Job description

Job Description – National Command Centre Controller

DESCRIPTION

The Control Room utilizes the event control room whereby Control Room Officers escape their findings into a Situational Control Room from where escalations are either dispatched or dismissed in the Control Room.

QUALIFICATIONS AND ATTRIBUTES

• Compulsory:
• Grade 12
• PC Literate
• PSIRA Grade “C”
• No criminal records
• Call Centre/ Control Room (CCTV) industry specific knowledge.
• Call Centre/ Control Room fundamentals.
• Call Centre/ Control Room 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

Job Title: National Command Centre Operator

Department: National Command Centre

Division: Fidelity

Responsible To: National Command Centre 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 escape 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 escape 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 elevate 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.