Security Dispatcher / Operator

• Monitor and dispatching alarm events and live crime (in progress) via video monitoring.
• Initiate after-hour emergency service calls and security requests.
• Triage technology and security systems deficiencies through the service request process.
• Handling incoming / outbound calls and email communication.
• Conduct surveillance, patrol, access control, and technical analysis.
• Recording and maintaining incident reports and evidence packages to meet both companies and required legal standards.
• Adhering to established departmental procedures and Municipal, Provincial, National, and Industry Standards.
• Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment.
• Actively listen to the caller to summarize key points of information and enter them into the computer system.
• Actively seek win-win solutions, always maintaining professionalism in cases of healthy conflict and in supporting/managing differences of opinion.
• Working knowledge of computers, networks, and security systems (CCTV, remote video, access control, etc.)
• Remote monitoring of designated company locations. Provide dispatch information to emergency responders as appropriate.
• Provide support to our internal customers.
• Conduct daily assigned compliance audits.

• Alarm Monitoring, Dispatch, CCTV Monitoring, and Call Centre experience (Minimum 6 months of experience in this setting)
• Ability to use Microsoft-based applications. Technical aptitude and Computer literate. Typing speed of 45 wpm is required.
• Ability to work independently in a varied and demanding environment while maintaining objectivity. Must be able to remain alert throughout the full shift
• Strong time management, organizational & prioritization skills.
• Ability to maintain the confidentiality of all company information, procedures, facilities systems, and investigations
• Strong Security knowledge, exercise mental flexibility and situational awareness within a team-based environment.
• Ability to interview, and gain relevant information in a non-confrontational manner.

• Excellent customer service skills. Ability to pay attention to detail and be able to follow instructions.
• Strong verbal and written communication skills. Ability to adhere to business phone etiquette while ensuring a positive customer experience.
• Ability to maintain a professional and effective demeanor in critical incidences. Demonstrated ability to provide instruction, remain calm, and respond with good judgment and clarity in emergency situations.
• Use Risk / Threat Assessment of a potential crime in progress to make appropriate decisions in those situations.
• Ability to work in a busy, fast-paced environment.
• Ability to multi-task and prioritize
• Ability to understand suspicious activity on a site
• Self-motivated with a positive attitude. Excellent judgment and decision-making abilities.
• Must be able to develop and sustain positive and harmonious working relationships with all colleagues.
• Must be able to understand and embrace the company core values, corporate goals, mission, vision, and priorities set forth by management, and be able to continually seek ways to meet or exceed goals and fulfill priorities

• Have a minimum of 6 months of Experience in the security industry
• Have a minimum of 6 months of experience with integrated security (CCTV, Access, Intrusion)
• Have experience with security access software (ex. Lenel, GE, DSC, Key scan)
• Have experience with ACD (Automatic Call Distribution) systems, Telecom IP phone service, and operation
• Have operational knowledge and working understanding of alarm receivers and servers (ex. BOSCH, Surgard)
• Have experience with photo ID software, hardware, HID card product line
• Have experience with programming and monitoring with integrated software (ex. Lenel, Bold, DSC, GE, Europlex, Keyscan)
• Have education in the areas of criminology, emergency management, justice, or security management.

• We offer advancement opportunities through our promote-from-within policies, salaries commensurate with experience, as well as a comprehensive benefits program including Monthly Client Service Award, Superstar, Performance & Performer Award
• Extensive Health, Medical, and Dental Benefits + our Wellness program
• Ergonomically designed workstations, including standing desks
• Flexible schedules
• Ongoing training and career development.

• Entry Level Operator: $19.50
• Intermediate Level Operator: $21.70
• Advanced Level Operator: $25.33

Paladin Security