Location
Brampton, ON | Canada
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, government, commercial or health care environment.
- A minimum of two (2) years supervisory experience.
- Knowledge and understanding of applicable federal, provincial, and municipal legislation and regulations in Security and Life Safety management.
- Thorough understanding of legal authorities related to arrest, search and seizure.
- Strong leadership and communication skills with a proven ability to build relationships.
- Strong coaching, mentoring and staff development skills.
- Strong analytical skills necessary to resolve problems and look for solutions.
- Experienced in proper investigation procedures to ensure that incidents are properly handled and documented.
- In-depth knowledge of Security and Life Safety technology (i.e. CCTV, Access Control, Fire Alarm, Intrusion) and other security-related systems.
- Working knowledge of site security and life safety needs and industry-related techniques, technology and trends.
- Strong organizational, prioritization and time management skills.
- Ability to delegate effectively and be flexible and adaptable when dealing with a diversity of people and situations.
- Digital literacy in Word and Google Suite.
- Highly developed interpersonal and customer service skills including conflict resolution, problem solving, decision making and situational awareness.
- Highly developed written and verbal communication skills with the ability to be confident, clear, respectful and sensitive.
- Ability to work up to twelve (12) hour shift schedules in order to meet the operational need of the branch.
- Ability to work rotating shifts including days, evenings and nights (including weekends and statutory holidays).
- Some travel required.
OTHER SKILLS AND ASSETS:
- Possession of and the ability to maintain a valid Security Guard Licence in accordance with the Ontario Private Security and Investigative Services Act, 2005, S.O. 2005, c. 34.
- Possession of and the ability to maintain a valid certificate in Standard First Aid and CPR level 'C' and be certified to use an Automated External Defibrillator (AED).
- Possession of and the ability to maintain a valid Province of Ontario, Class "G" Driver's License and City's Driver's Permit.
- Ability to successfully complete mandatory training and recertification as required by Security Services including, but not limited to, emergency dispatcher training, de-escalation training, Standard First Aid, CPR level 'C' and AED, WHMIS and other position related training.
**Various tests and/or exams may be administered as part of the selection criteria.
Interview: Our recruitment process may be completed with video conference technology.
As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.
If this opportunity matches your interest and experience, please apply online quoting reference #105958 by March 22, 2024 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.
As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.
Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.
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