Of the many people responsible for your security company’s success, few play a more important role than your security dispatcher. But what responsibilities play the biggest role in the work of a security dispatcher? Take a closer look at some of their most essential tasks.
One of the most important roles of a security dispatcher is to manage the scheduling needs of your guards. With multiple clients and shifts to fill, this is rarely a simple task. A security dispatcher must match the right guards to the right shifts to ensure that clients receive the level of service they need. Proper shift scheduling requires that a security dispatcher account for special client requests (such as security clearances or skill training), guard availability, and other factors.
The introduction of office management software has significantly reduced the amount of time that needs to be focused on this task by clearly displaying these vital information points and even automating certain scheduling tasks (such as informing guards of a change to their schedule). Even with the help of this software, however, security dispatchers need to consistently review their work to ensure effective dispatching.
Communication is central to the work of a security dispatcher. From responding to communications from dispatched officers to messaging clients and emergency response personnel, the ability to communicate clearly and calmly, even during stressful situations is essential.
Communication skills are especially important when responding to an emergency incident involving one of your guards. Security dispatchers need the ability to quickly process the information that was communicated to them by the guard, and then deliver the right information to the right people. This requires quick decision-making abilities and knowledge of law enforcement 10-codes. Getting the message across quickly and clearly could very easily save a life.
Monitoring security footage and guard movements are another important responsibility of a security dispatcher. Guards have the responsibility of reporting suspicious incidents, but in an emergency, they may not always be able to communicate with the office staff. By monitoring guard activity with GPS tracking and other software tools, a security dispatcher can be alerted to common issues such as a guard who has left his assigned patrol area or hasn’t reached a check-in point at the appropriate time. This isn’t done just to make sure guards are fulfilling their patrol responsibilities — it can also alert your team to a potential emergency situation when a guard has been injured or otherwise incapacitated.
A security dispatcher’s monitoring responsibilities also extend to the review of incident reports. Security dispatchers need the skills to quickly disseminate all relevant information from a guard’s filed reports. This can be especially important after an incident in which there are conflicts between a guard’s report and another individual’s statement. The ability to monitor trends and data supplied by guard monitoring software also allows dispatchers to identify potential performance issues and areas for improvement.
In some security guard companies, the security dispatcher may also be responsible for providing training to new guards. This will certainly include training on how to appropriately use the company’s guard monitoring and shift scheduling tools, but it may also extend to trainings on basic patrol procedures, when necessary.
The security dispatcher should be able to explain any nuances or special requirements related to each client and shift so the assigned guard can fulfill his patrol appropriately.
With a quality security dispatcher in place, your company will run like a well-oiled machine. By selecting a security dispatcher who has strong communication skills and knows how to handle the latest in dispatch software, you’ll be able to maximize your office staff’s efficiency, improve safety, and get better results from your guards.