Control Room Operator

Full Job Description:

Monitoring Centre Associate

MAIN PURPOSE OF JOB:

The core mission of the Monitoring Centre Associate I is to serve as the critical first point of contact and operational hub for all incoming signals and to meticulously manage and deploy our Response and Patrol resources. This role is paramount to ensuring the swift and appropriate response to a diverse range of incidents, thereby safeguarding our clients’ assets and ensuring their peace of mind. The associate will act as the vigilant eyes and ears of our monitoring operations, directly impacting our ability to deliver rapid, effective security solutions.

QUALIFICATION & EXPERIENCE:

To be considered for this vital role, candidates must meet the following essential requirements:

• Grade 12 (Matriculation Certificate): A foundational secondary education certificate is mandatory, demonstrating a baseline level of literacy, numeracy, and general academic competence crucial for understanding complex instructions, accurate record-keeping, and effective communication.
• Grade C PSIRA Registered: Possession of a valid Private Security Industry Regulatory Authority (PSIRA) Grade C registration is a non-negotiable prerequisite. This certification indicates compliance with industry standards, legal requirements, and a fundamental understanding of security protocols and ethics necessary for operating within the private security sector. Candidates without this current registration will not be considered.

Responsibilities and Duties:

The Monitoring Centre Associate I will undertake a comprehensive set of responsibilities, requiring a high degree of diligence, accuracy, and quick decision-making. These duties are categorized as follows:

1. Administration and Signal Management:

• Proactive Monitoring and Actioning of Emergency and Non-Emergency Signals: This involves constant vigilance over a sophisticated monitoring system, identifying incoming signals from alarm systems, surveillance feeds, and other sensor technologies. The associate must accurately interpret the nature of each signal (e.g., burglary, fire, medical emergency, system fault) and initiate the appropriate, pre-defined response protocols without delay. This includes differentiating between urgent threats requiring immediate dispatch and routine system notifications.
• Prompt Communication with Premises, Clients, and Keyholders: Upon receipt of a signal, the associate is responsible for immediately contacting designated individuals – including property owners, authorized client representatives, and keyholders – to verify the situation, provide updates, and receive instructions. This communication must be clear, concise, professional, and empathetic, particularly during stressful situations.
• Meticulous Recording of All Relevant Information into Activation Logs: Every incident, signal, and action taken must be thoroughly documented within our digital activation system. This includes timestamps, signal type, client details, contact attempts, verification outcomes, resources dispatched, and any pertinent observations. Accuracy in record-keeping is critical for incident review, auditing, and legal compliance.
• Comprehensive Reporting of Incidents and Accidents to Senior On Duty: All significant incidents, whether related to client premises, operational issues, or personal safety, must be immediately reported to the senior monitoring personnel or shift supervisor. This ensures appropriate escalation, resource allocation, and management oversight.
• Ensuring Completion of All Relevant Administrative Work and Handled Signals: Beyond initial response, the associate is accountable for closing out each incident by ensuring all associated administrative tasks are completed. This includes final entries in the activation log, generating reports, and confirming that all follow-up actions have been logged or initiated.
• Vigilant Monitoring and Actioning of Vehicle Violations: For clients utilizing vehicle tracking or fleet management services, the associate will monitor for predefined violations such as unauthorized movement, speeding, geofence breaches, or tamper alerts. Appropriate action, which may include contacting drivers, clients, or dispatching response units, must be taken in accordance with established procedures.
• Accurate Updating of Timesheets and Shift Logs: Daily timesheets and shift logs must be completed accurately and punctually, reflecting hours worked, breaks taken, and any specific operational notes relevant to the shift. This supports payroll and operational planning.

2. Computers and Equipment Management:

• Prompt Reporting of Any Faults to the Appropriate Authority on Duty: The monitoring centre relies heavily on specialized computer systems, communication equipment, and network infrastructure. The associate is responsible for immediately identifying and reporting any equipment malfunctions, software issues, or network disruptions to the designated technical support or senior personnel to minimize downtime and ensure continuous operation.
• Strict Adherence to Company Policy Regarding Telephone Usage: Company telephones are provided for official business communications only. Associates are explicitly prohibited from abusing company communication resources for private telephone calls. Adherence to this policy is essential for maintaining professionalism and operational efficiency.
• Effective Use and Compliance with Safety and Zero Harm Standards: The associate must operate all equipment safely, adhering to all established health and safety protocols within the monitoring centre. This includes proper posture at workstations, understanding emergency procedures, and contributing to a proactive safety culture to ensure a “zero harm” environment for themselves and their colleagues.

3. Tidiness and Professionalism of the Monitoring Centre:

• Maintenance of a Clean and Tidy Workstation: Each associate is personally responsible for maintaining a clean, organized, and clutter-free workstation at all times. A tidy environment contributes to operational efficiency, reduces distractions, and reflects positively on the professionalism of the monitoring centre. This includes ensuring all equipment is neatly arranged and personal items are stored appropriately.

4. Client Liaison and Customer Service:

• Providing Telephonic Assistance with Problems or Complaints: The associate will act as a primary contact for clients reporting system issues, seeking clarification on alerts, or expressing concerns. This requires excellent active listening skills, problem-solving abilities, and a calm, reassuring demeanor to effectively address client inquiries and de-escalate potential complaints.
• Updating of Client Information, e.g., Holiday Instructions/Other Client Information: It is crucial to maintain up-to-date client profiles. The associate will be responsible for accurately logging and relaying critical client updates, such as holiday instructions (e.g., temporary keyholders, extended away periods), changes in contact details, or specific operational notes, to the appropriate senior Monitoring Associate (IV/V) for system implementation.
• Reporting of Any Faulty Alarm Systems Through the Appropriate Channel(s): When a client reports a faulty alarm system, the associate must meticulously document the issue and follow established procedures for reporting it to the technical support department or designated service team for diagnostics and repair scheduling.
• Recording and Reporting of Sales Leads Through the Appropriate Channel(s): During client interactions, opportunities may arise to identify potential sales leads (e.g., clients expressing interest in additional services). The associate is expected to recognize these opportunities and accurately record and forward them through the designated internal sales referral channels.

5. General Operational Excellence and Professional Development:

• Possession of Sound Knowledge Regarding All Facets Pertaining to Your Position: The associate is expected to develop and maintain a comprehensive understanding of all operational procedures, system functionalities, client protocols, and emergency response guidelines relevant to their role. Continuous learning and a proactive approach to knowledge acquisition are essential.
• Mandatory Attendance at All Required Meetings and Training Sessions: To ensure continuous improvement, skill enhancement, and alignment with company objectives, attendance at all scheduled team meetings, operational briefings, and mandatory training sessions (e.g., new software, updated protocols, compliance refreshers) is compulsory.
• Adherence to Professional Conduct Regarding Company Telephone Usage: Reinforcing previous points, the associate must never abuse company telephones for private calls. All communications via company lines must be professional and directly related to job responsibilities.
• [Additional point, if needed, e.g., “Active Participation in Team Collaboration and Knowledge Sharing”]: Fostering a collaborative environment by sharing insights, assisting colleagues, and contributing to a positive team dynamic is highly valued.

and meticulously ensuring the continuous adherence to all agreed-upon service level agreements (SLAs) and rigorously defined performance targets. This commitment is paramount to maintaining operational excellence and client satisfaction.

Furthermore, a consistently high standard of service is not just desired, but is an absolute and non-negotiable imperative. We expect all team members to embody a proactive and client-centric approach, striving for excellence in every interaction and deliverable. This includes, but is not limited to, maintaining timely communication, delivering accurate and high-quality outputs, and consistently exceeding expectations wherever possible.

7. AD HOC TASKS AND PROJECT ASSISTANCE

Beyond the defined core responsibilities, this role will frequently involve actively assisting with a diverse range of other ad-hoc tasks and special projects as and when the business needs arise. This requires a high degree of flexibility, adaptability, and a willingness to embrace new challenges. Such tasks could include, but are not limited to, supporting departmental initiatives, contributing to cross-functional teams, assisting with urgent operational demands, or participating in strategic development projects that emerge organically within the organization. The ability to pivot quickly and effectively contribute to varied assignments is a crucial attribute for success in this dynamic environment.

RECRUITMENT POLICY AND DIVERSITY COMMITMENT

It is important to note that we, Fidelity Services Group (Pty) Ltd, explicitly reserve the right not to make an appointment to any advertised position. This decision is always made in the best interests of the company, based on a thorough evaluation of all applications and our evolving organizational needs. While we deeply value and always extend preference to our existing, dedicated employees as a testament to their loyalty and understanding of our operations, the ultimate choice for any role is made purely and objectively on individual merit. We meticulously assess skills, experience, qualifications, and cultural fit to ensure the most suitable candidate is selected for the position.

In line with our unwavering commitment to fostering a truly inclusive and equitable workforce, and recognizing the historical imbalances that have existed within our society, Historically Disadvantaged Candidates and Black Female Candidates are not only strongly encouraged to apply but are also actively supported and mentored within the FSG team. We believe that a diverse workforce brings a richer perspective, enhances innovation, and contributes significantly to our collective success. We are dedicated to creating pathways for growth and development for all our employees, particularly those from underrepresented groups.

OUR CORPORATE ETHOS AND APPLICATION PROCESS

Fidelity Services Group (Pty) Ltd is steadfast in its support of global fair practice and upholds the highest standards of business ethics across all our operations. We fundamentally believe in the continuous development of our human capital, recognizing our employees as the most critical and indispensable resource for our sustained success within the competitive markets in which we proudly participate. Our commitment to ethical conduct and human development is interwoven into the very fabric of our corporate culture.

We understand the anticipation that comes with applying for a new position. Therefore, we kindly request that should you not be contacted regarding this specific position within 10 working days from the official closing date of the application period, please graciously regard your application as unsuccessful on this occasion. We appreciate your understanding in this matter and thank you for considering Fidelity Services Group (Pty) Ltd as a potential employer.

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