Job Title: Control Room Operator
Reports To: Control Room Supervisor
Location: Benoni
Job Purpose
To monitor, coordinate, and support all security operations through effective use of the control room systems, communication equipment, and reporting tools. The Control Room Operator ensures real-time surveillance, incident response, and information management in compliance with the PSIRA Act (Act 56 of 2001), PSIRA Code of Conduct, and company policies.
This role provides critical support to on-site security teams, clients, and management by maintaining situational awareness, accurate records, and prompt communication during normal operations and emergencies.
Key Responsibilities:
1. Monitoring and Surveillance
- Monitor live CCTV feeds, alarm systems, tracking devices, and other monitoring platforms.
- Detect and report suspicious or abnormal activity to the relevant personnel immediately.
- Conduct periodic system checks to ensure all cameras, recorders, and communication lines are operational.
- Retrieve, preserve, and back up CCTV footage for investigations as per company policy and POPIA compliance.
2. Communication and Coordination
- Maintain constant radio and telephonic contact with on-site security officers, patrols, and supervisors.
- Dispatch response teams to incidents promptly and record all instructions issued.
- Liaise with clients, emergency services (SAPS, fire, ambulance), and management as required.
- Log all incidents, calls, and system alerts accurately in the occurrence book or electronic reporting system.
3. Incident Management and Reporting
- Record, classify, and escalate incidents in line with Standard Operating Procedures (SOPs).
- Support emergency response coordination during alarms, accidents, or security breaches.
- Provide accurate situational reports and ensure timely handover of shift information.
- Compile daily, weekly, and monthly operational reports as required by management.
4. Systems Management and Compliance
- Operate and maintain all control room equipment professionally and securely.
- Ensure compliance with PSIRA standards, company protocols, and confidentiality requirements.
- Follow data protection laws and maintain the integrity of recorded material.
- Report any technical faults or communication breakdowns to the Technical Team and Supervisor immediately.
5. Administrative and Support Duties
- Assist management with investigation reports, footage retrieval, and evidence packaging.
- Participate in internal audits, drills, and operational evaluations.
6. Additional Responsibilities
- The employee will also be required to perform any reasonable duties or tasks that may be introduced by the employer from time to time, after consultation with the employee.
Minimum Requirements
- PSIRA Grade C (minimum) and valid PSIRA registration Certificate.
- At least 1–2 years of control room or CCTV monitoring experience in a security environment.
- CCTV Operator training certificate (SASSETA/PSIRA accredited) advantageous.
- Matric/Grade 12 or equivalent qualification.
- No criminal record (verified through PSIRA/SAPS checks).
- Computer literacy (MS Office, CCTV/VMS software).
- Excellent written and verbal communication skills (English and at least one additional South African language).
- Knowledge of the Private Security Industry Regulation Act, POPIA, and standard control room procedures.
- Ability to remain alert, calm, and professional under pressure.
- Prepared to work in shifts, nights, weekends, and public holidays.
Competencies (Knowledge, Skills & Attributes)
Knowledge:
- Control room operations, alarm monitoring, and CCTV systems.
- Emergency and incident response protocols.
- Report writing, data capture, and record keeping.
- Security operational procedures and client service standards.
Skills:
- Effective radio and telephonic communication.
- Attention to detail and situational awareness.
- Multi-tasking and prioritisation under pressure.
- Computer literacy and accurate data entry.
- Incident reporting and escalation.
Attributes:
- Integrity, confidentiality, and professionalism.
- Composure and emotional control in emergencies.
- Teamwork and cooperation with field staff and management.
- Dependability and consistent attendance.
- Customer-focused and service-oriented attitude.
Working Conditions
- Control room environment (indoor, screen-based, shift work).
- Long periods of sitting and monitoring screens.
- Occasional high-pressure or emergency situations.
- Shift rotation including nights, weekends, and holidays.
Performance Indicators (KPIs)
- Accuracy and completeness of incident reporting.
- Response time to alarms and incidents.
- Communication clarity and reliability.
- System uptime and fault reporting compliance.
- Adherence to SOPs, PSIRA, and company standards.
- Supervisor and client satisfaction feedback.
Work Location: In person
