Head Dispatcher

**ABOUT US**

We are an **award-winning organization**, with 75 years under our belt, dedicated to keeping communities safe in the areas of fire prevention, security, and life safety. We currently have over 230 talented individuals across 4 business units - Richmond (our Headquarters), Calgary, Toronto and Texas.

Radius Security is the leading end-to-end provider of innovative, commercial security system monitoring, installation, and maintenance in BC, specializing in live video guided dispatch. In conjunction with our sister company Radius Fire, we provide an unmatched service for fire monitoring. Our corporate culture is about fun, accountability, responsibility, respect, and continuous personal training & development.

**LOCATION & HOURS**

**Location: Calgary, AB**
**Schedule: Friday - Tuesday 5 PM - 1:30 AM (we do require flexibility and there must be availability to work occasional nights and weekends)**

**VALUE OF THE ROLE**

The Head Dispatcher supervises, monitors, and responds to all incoming fire, intrusion alarms and crime in progress via live Video Monitoring. The Head Dispatcher will dispatch police, fire and ambulance when required to our different cities across Canada and the USA. The purpose of this position is to provide relief supervision, serve as a team lead of other dispatchers and help them apprehend and arrest suspects while protecting our customers assets and properties.

**CORE AREAS OF RESPONSIBILITY**

Your success will be measured on how efficiently and accurately you manage and execute these core responsibilities:

- Provide relief supervision of leaders, supporting with the planning an assigning of work duties, acting as the ‘go-to’ for support and escalations.
- Resolve work related issues and complaints, prepare, and submit incident and other reports, and co-ordinate activities with other departments when required.
- Train both new and existing employees in their job duties, safety procedures and in company policies.
- Provide feedback towards probation and annual performance reviews of operators.
- Ensure the team members compliance with policies, procedures for safety and security, standards and regulations and participate in their improvement.
- Requisition supplies and materials for the Command Centre when needed such as all stationary supplies, toner, office supplies, cleaning supplies and kitchen supplies.
- Ensure the smooth operation of computer systems, equipment and machinery and arrange for maintenance and repair work as needed. This includes creating service tickets and escalating higher-priority issues to technicians and the company I.T. department.
- Receive requests for emergency assistance or service and contact ambulance, police, fire departments, guard services and customers when required.
- Process and transmit information and instructions to co-ordinate the activities of vehicle operators, technicians and equipment using a variety of computer-aided communications and dispatching equipment.
- Dispatch personnel according to written schedules and work orders, or as required by emergency situations.
- Review incident reports of other dispatchers and edit them when required or delegated-to.
- Review incident reports and update logs at the end of rotation not limited to SBA report, armed status reader log, apprehension spreadsheet and video retrieval log.
- Monitor and dispatch on alarm events, live crime in progress via video.
- Respond according to all ULC fire monitoring accounts.
- Notifying emergency contacts of alarm signals and or video events.
- Handle both incoming and outgoing phone calls.
- Dispatch after hour emergency technicians when required.
- Adhere to established departmental procedures as well as municipal, provincial, national and industry standards.
- Provide guidance, analyze information by way of troubleshooting, determine important details, prioritize, and resolve issues, including helping customers with their alarm systems.

**Please note**: this is not an exhaustive list and other responsibilities may be required.

**OUR IDEAL CANDIDATE**
- **Non-negotiables**:You must be a cultural driver with strong emotional intelligence and a passion for fostering a high-performance culture in the Command Center.**
- At least **1-year prior experience** in a Security Command Centre or Emergency Dispatch Call Centre dealing with both alarm monitoring and video surveillance.
- **Proficiency using computers and relevant systems such as Microsoft Office and Security** **Software** (must have: Manitou and Immix Experience, nice-to-have: Bold Group Alarm Systems, SureView, Hikvision, Avigilon, VCA, Dahua, Uniview, Camect)
- **Typing Speed: 45 WPM (minimum)**
- **Experience in video retrieval and compilation for law enforcement and customers.**
- Strong **organizational skills** to manage multiple tasks simultaneously with excellent follow-through.
- English-Proficient with effective & clear **written and verbal communication skills**
- **Able to t