The Associate Manager Security Dispatch is responsible for the overall supervision of the security dispatch center and the dispatchers assigned to this position by the Security Operations Manager or Director of Security. This position is responsible for ensuring all dispatchers operate in accordance with their established post orders and all applicable JEA requirements while overseeing the performance of security dispatch center operational services, in support of the JEA Security program, and providing support to security operations in the physical protection of JEA's critical infrastructure, personnel, facilities, and other assets. Regular contact with others in technical and non-technical positions and vendors is required to gather information, plan and coordinate work efforts and resolve security dispatch system issues. This position's responsibilities include, but are not limited to, gathering, and organizing security dispatch systems reports and information in conducting incident investigations, documenting, and analyzing existing procedures and business requirements, and conducting performance inspections of the dispatchers. Regular contact with individuals in different work groups is required to plan, coordinate, or advise on work efforts, resolve problems, and communicate information. May be required to work any shift schedule and remain on-call 24 hours a day to maintain 24-hour, 7-day-per-week operations.
Monitor phone and radio traffic to ensure procedural compliance and review report information.
Supervise, assign, coordinate, review, monitor, and direct activities of security contractors and security dispatchers within the Security Dispatch Center.
Assess employees' compliance with procedures; assist in developing employee skills and abilities by providing constructive criticism, recognition, and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide verbal and written feedback involving the discipline process. Initiates commendations where appropriate.
Review statistical data which outlines dispatch center and employee performance; adjust schedules (breaks/lunch) as necessary to achieve performance goals.
Identify, analyze, troubleshoot, and solve systems operations problems. This includes, but is not limited to, analysis of the physical security system operations based on trends from data sources and dispatcher's input.
Serve as the primary supervisor for the daily operations of the security dispatch center and the dispatchers assigned to it. This includes but is not limited to the development and improvement of dispatchers and operating and monitoring sophisticated dispatch technology to ensure business targets and objectives are met.
Fulfill access control and CCTV video requests by JEA Management as requested or for investigative purposes.
Conduct drills and exercises with dispatchers to determine readiness and analyze current capabilities and potential vulnerabilities.
Perform assessments and audits to ensure compliance of dispatchers with security policies, procedures, and standards.
Develop and maintain performance metrics for dispatchers to ensure work quality and compliance in accordance with security policies and procedures.
Develop accurate and responsive operating post orders and mitigation plans.
Participate in periodic meetings with the JEA Security management team.
Provide leadership and example in meeting JEA?s safety and wellness goals.
Perform daily reviews of security incident reports evaluating report quality, inclusiveness of critical information, potential trends, and any required follow-up actions.
Complete accurate, timely, and comprehensive reports relative to security operations investigations.
Ensure the proper various reports and investigations are completed by dispatchers from emergency and non-emergency events.
Complete security and emergency events notifications to appropriate internal and external agencies and command staff.
Serve as the initial dispatch incident commander directing security force contractors to take appropriate measures to neutralize a threat for security events until relieved by higher authority.
Monitor, analyze, and ensure security dispatchers complete the proper investigations of security violations and incidents to determine root causes.
Identify security dispatch program weaknesses recommending corrective action and mitigations as appropriate.
Drive security concepts and methodologies across the security dispatch team and contracted security force.
Interpret, explain, and answer dispatch operational and procedural questions.
Prepare and deliver training presentations to new and existing employees in the classroom and/or brief them on policy and procedure.
Perform other job-related duties as assigned.
Education: A bachelor's degree in Technical (General/Security-Technology) , Criminal Justice, Criminology, Management, or relevant related field is required.
Experience: Six (6) years of previous Security, Law Enforcement dispatch or related dispatch supervisor experience.
Ten (10) years combination of training, education, and/or previous supervisor related dispatch experience.
ICS 300 & 400 certifications must be obtained within one (1) year of employment.