Security Dispatch Lead

2 weeks ago

Brampton, Canada City of Brampton Full time

**Job Description**:
**JOB TITLE**: Security Dispatch Lead

**DEPARTMENT**: Public Works & Engineering

**POSTING NUMBER**: 105958

**NUMBER OF POSITIONS**: 4

**JOB STATUS & DURATION**: Full Time Permanent

**HOURS OF WORK**: 42 hour workweek

**LOCATION**: Hybrid Model*- when working onsite, you will report to the location of Civic Centre.

**SALARY GRADE**: 005

**HIRING SALARY RANGE**: $84,403.00 - $94,954.00 per annum

**MAXIMUM OF SALARY RANGE**: 105,504.00 per annum

**JOB TYPE**: Management and Administration

**POSTING DATE**: March 08, 2024

**CLOSING DATE**: March 22, 2024

**AREA OF RESPONSIBILITY**:
Reporting to the Supervisor, Security Operations, this position provides direct supervision to Security Dispatchers, and oversees the day to day operation of a shift, including on shift support for training, scheduling and disciplining. This includes day-to-day management of on-shift Security Dispatchers, and collaboration with operating units to meet key service deliverables for supporting programs to meet operational effectiveness and service level standards. This role provides leadership to Security Dispatchers within the section including training, mentoring, coaching and performance management.

**1. LEADERSHIP AND STAFF DEVELOPMENT**
- Supervises a team of security dispatchers during their shift.
- Assists with the supervision of in-house and contracted security guards.
- Ensures all daily operations of the security team and assist the Team Leads with providing direction for all work, assignments, breaks and tasks.
- Ensures daily work, projects, and reports are completed and submitted in a timely fashion.
- Ensures adequate coverage of security personnel with the Security Operations Centre. Assists with filling shifts open due to book offs and vacations.
- Conducts pre-duty meetings, post-incident and post-shift briefings with dispatch staff.
- Monitors and strictly controls the quality of service of the activities under his/her supervision.
- May counsel and discipline personnel as appropriate; seeks advice from the Security Operations. Coordinator or designated representatives as appropriate; meets with employees and documents counselling and disciplinary actions.
- Escalates issues and/or violations to the Team Lead or Supervisor, Security Operations as appropriate.
- Recruits and selects new Security Dispatchers.
- Develops, oversees or facilitates the orientation and training of new employees.
- Ensures that personnel are customer service oriented, professional and adequately trained to perform their duties.
- Provides direction to dispatchers during incidents.
- Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs.
- Completes monitoring and evaluation of dispatch staff.

**2. CUSTOMER SERVICE**
- Handle and respond to escalated complex issues through effective investigation, mediation and conflict resolution.
- Answer queries and responds to requests from internal customers, business partners, and the public. Is available to assist team members in the handling of complicated and escalated concerns, as well as in system or operational emergencies, providing prompt accurate responses.
- Oversees the timely and consistent response to staff and public inquiries.
- Maintain awareness and communicate with staff in a timely manner on current events available through the media, relevant public programs, meetings, local events and information sessions.
- Escalate calls to Security Services management for resolution as necessary.
- Communicates and coordinates with event staff and organizers ensuring the safety of staff, attendees and participants.

3. ADMINISTRATION
- Develops specific service standards and productivity measures.
- Develops and maintains dispatch knowledge base and standard operating procedures.
- Develops performance standards and evaluate employee performance.
- Issues memos and updates logs and databases.
- Complete initial review of incident reports submitted by field staff.
- Coordinates collection of Transit Hard Disk Drive video evidence.
- Maintains and ensure completion of guard tour software.
- Ensures processing of all ad-hoc requests.
- Reads, interprets, understands and explains policies and procedures.
- Ensures monitoring and completion of patrol and dispatch logs and incident reporting.
- Responsible for completion of shift briefs and pass-on logs.
- Troubleshoot technical issues involving both software and hardware.
- Perform other administrative duties as required.

**SELECTION CRITERIA**:
**EDUCATION**:

- Post-secondary education in Law and Security, Police Foundations or the approved equivalent combination of education and experience, and completion of a recognized Public Safety Communications course.

**REQUIRED EXPERIENCE**:

- Minimum three (3) years full-time alarm monitoring, dispatch, CCTV monitoring and/or Call Centre experience in a security, governmen

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