Company Overview:

We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions!

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Position: DISPATCH LEAD

Location: Calgary, Alberta

Job Type: Full Time

Payrate: $22.50 - $23.25

Purpose of position:

The Dispatch Lead position exists to provide support to the on-duty Dispatcher and can perform all Dispatcher functions.  The position is on-duty during the weekday when the on-campus population is at its highest.

This position conducts investigations requiring detailed review of CCTV and access control logs, prepares and exports security footage and other materials required for Peace Officer and security investigations and reports, including preparing evidence and materials for police and other agencies having appropriate jurisdiction.  This position also conducts thorough and continuous audits of the CCTV system and ensures that any deficiencies are documented and communicated in a timely manner to the appropriate resource responsible for system repair and maintenance. 

As with Dispatcher, the Dispatch Lead will coordinate all customer service requests and communicate accurate information to operational security personnel. The Dispatch Lead position is responsible for managing, collecting, recording and tracking dispatched events effectively in an often complex and fast-paced environment. Dispatch Lead personnel are in direct contact with staff, students and all emergency personnel (Police, Fire & EMS).

This position assists with the monitoring of closed-circuit television (CCTV), access control doors, duress (panic) alarms, fire alarms, and all other alerts and alarms. The Dispatch Lead will also assist with access control requests to ensure quality customer service standards. This is a key position at the center of Campus Security Operations.

Work Environment:

This position provides weekday (Monday - Friday) support to the on-duty Dispatcher during the times/days when the on-campus population is at its highest. The position is in direct and frequent contact with others via telephone and a two-way radio, as it carries out its customer services responsibilities. This position involves sitting for extended periods, monitoring computer and video screens.  The position works with other OCC personnel, managers, Peace Officers, patrollers and Team Leads.

Duties and Responsibilities:

• Remain calm in emergency situations
• Show demonstrated ability to multitask in a busy work environment
• Show attention to details and make sound decisions
• Dispatch patrollers in response to requests e.g. SAFEWALK program, alarms and emergencies
• Operate CCTV monitoring systems and respond accordingly
• Maintain a detailed time-stamped log software to document and record all events and incidents on campus with high levels of accuracy
• Archive surveillance footage when requested to do so.
• Review surveillance footage when incidents occur
• Respond to slient's internal emergency “8000” phone number
• Determine appropriate third-party interventions from “8000 calls" such as EMS, police, fire (911)
• Communicate with power plant staff regarding emergencies and alarms
• Serve as a radio base for all Community Peace Officers, security patrollers and SAFEWALK escorts
• Program and administer access requests by access control guidelines and policies
• Monitor the campus security email for service requests and general inquiries
• Maintain database for access control
• Compile statistics for reporting and feedback to client
• Process, assign and monitor cash escort requests
• Prepare/Complete reports of activities
• Record incoming calls for service
• Document all dispatch activities and record patrollers and Peace Officers response to all incidents
• Provide relief to the Dispatcher
• Training and Skilled in the use of the incident report and case management software
• The Lead will represent and speak to the dispatchers for internal meetings

Qualifications:

• Basic Security Officer Training or equivalent
• Emergency level first aid training and Cardiopulmonary Resuscitation (CPR)
• Crisis intervention and de-escalation
• Excellent oral and written English communication skills
• Knowledge and understanding of client's Emergency Response Manual
• Understanding of keys, locks and door access controls
• Enhanced closed-circuit surveillance systems training
• Access control training
• Powers of Arrest Training

Skills and Abilities:

• Customer service training and demonstrated customer service orientation
• Cultural sensitivity training
• Excellent oral and written communication skills in English
• Ability to use a telephone and two-way radio
• Able to multitask in a fast-paced environment
• Ability to respond in a professional, calm manner to a variety of emergency situations
• Computer literacy, database administration, Word. Excel, and Outlook.
• Basic fire alarm training

Allied Universal® is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.