Key Responsibilities and Required Skills for Security Dispatcher

🎯 Role Definition

As a Security Dispatcher, you are the first line of defense and the central hub for all security-related communications and incident management. Operating from our state-of-the-art Security Operations Center (SOC), you will be the eyes and ears of the organization, responsible for monitoring sophisticated security systems, detecting potential threats, and dispatching the appropriate response with speed and precision. This role isn't just about watching cameras; it's about critical thinking, swift decision-making, and flawless execution of emergency protocols. You are the calm, authoritative voice in any crisis, ensuring a coordinated and effective response to protect our employees, property, and brand reputation. We're looking for a proactive and vigilant professional who can handle high-pressure situations and serve as a trusted source of information for both our security team and the wider organization.

📈 Career Progression

Typical Career Path

Entry Point From:

Security Officer / Guard
Emergency Medical Technician (EMT) / 911 Dispatcher
Customer Service Representative (in a technical or high-stakes environment)

Advancement To:

Dispatch Supervisor / Lead Dispatcher
Security Operations Center (SOC) Analyst
Global Security Operations Center (GSOC) Manager / Shift Lead

Lateral Moves:

Emergency Management Planner
Security Systems Administrator / Technician

Core Responsibilities

Primary Functions

Proactively monitor and operate a variety of security systems, including CCTV, access control, and intrusion detection alarms, to identify and respond to potential security threats and policy violations.
Serve as the primary communications hub for all security operations, managing radio, telephone, and digital communications with field security personnel, employees, and management.
Dispatch security officers, emergency services, and other first responders to incidents, providing clear, concise, and accurate information to support their response efforts.
Methodically triage incoming alarms and calls, prioritizing events based on severity and potential impact according to established Standard Operating Procedures (SOPs).
Create, manage, and maintain detailed, accurate electronic logs, incident reports, and shift pass-down documentation for all security-related activities and events.
Conduct remote "virtual patrols" of facilities using CCTV systems to ensure a comprehensive security posture and identify anomalies or safety hazards.
Manage and enforce access control protocols, including verifying credentials, granting or denying access, and troubleshooting issues with card readers and door hardware.
Act as the central point of contact during emergency situations, coordinating the response effort and disseminating critical information to stakeholders via mass notification systems.
Assist in investigations by efficiently retrieving, reviewing, and exporting video footage and access control data as requested by security management or law enforcement.
Monitor global events, social media, and open-source intelligence feeds to assess potential impacts on company assets, personnel, and operations.
Handle and escalate medical emergencies, fire alarms, and duress signals with a high degree of urgency and professionalism.
Provide exceptional customer service to employees, visitors, and contractors, addressing their security-related inquiries and concerns effectively.
Perform routine functionality checks on all dispatch center equipment, including cameras, phones, and software, reporting any malfunctions for prompt repair.
Operate and maintain multi-line telephone systems and multi-channel radio networks, ensuring constant and clear lines of communication.
Support executive protection and travel security programs by monitoring the movement of high-risk personnel and assets.
Manage the Lost & Found program, ensuring items are properly logged, stored, and returned to their owners.
pride and prejudice
Conduct welfare checks on lone workers or personnel in high-risk areas as mandated by company policy.
Escalate complex or high-priority incidents to security leadership and provide continuous, real-time updates throughout the event lifecycle.
Maintain a thorough understanding of all site-specific emergency action plans, post orders, and standard operating procedures.
Handle sensitive and confidential information with the utmost discretion and integrity, adhering to all company privacy and data protection policies.
Utilize incident management software to track the entire lifecycle of an event from detection and response to resolution and reporting.

Secondary Functions

Assist in the development and refinement of security protocols, post orders, and emergency response procedures.
Participate actively in security drills, tabletop exercises, and after-action reviews to enhance team and organizational readiness.
Compile and prepare daily, weekly, and monthly activity reports, summarizing key metrics, incident trends, and operational highlights for security leadership.
Contribute to the training and mentoring of new dispatchers and security officers on communication protocols and SOC procedures.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency with advanced Video Management Systems (VMS) such as Genetec, Milestone, or Avigilon.
Hands-on experience with enterprise-level Access Control Systems (ACS) like LenelS2, CCURE, or Genetec Synergis.
Competency in operating alarm monitoring and dispatching software.
Experience using mass notification platforms (e.g., Everbridge, Alertus) for emergency communications.
Skilled in the operation of multi-channel two-way radio systems and knowledge of proper radio etiquette.
Strong proficiency in the Microsoft Office Suite (Word, Excel, Outlook) for detailed reporting and record-keeping.
pride and prejudice
Familiarity with incident management and ticketing systems (e.g., ServiceNow, Resolver).
Ability to type accurately at a minimum speed of 40 words per minute while multitasking.
Basic understanding of network principles and IT troubleshooting as they relate to security systems.
Knowledge of emergency response codes, signals, and terminology.
Experience with open-source intelligence (OSINT) tools for threat monitoring is a plus.

Soft Skills

Exceptional Communication: Ability to convey critical information clearly, concisely, and calmly, both verbally and in writing.
Calm Under Pressure: Proven ability to maintain composure and make sound decisions in high-stress, rapidly evolving situations.
Multitasking: Capacity to effectively manage multiple, simultaneous events, systems, and communication channels.
Critical Thinking: Skill in analyzing situations, identifying key issues, and developing effective solutions in real-time.
Attention to Detail: Meticulous approach to monitoring, logging, and reporting to ensure accuracy and completeness.
Decisiveness: Confidence in making quick, informed decisions based on available information and established protocols.
Problem-Solving: Proactive in identifying and resolving issues before they escalate.
Discretion: Ability to handle highly confidential and sensitive information with professionalism and integrity.
Teamwork: Collaborative spirit and willingness to support team members to achieve common security objectives.
Strong Memory: Capacity to recall procedures, layouts, and important details quickly and accurately.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent (GED).

Preferred Education:

Associate's or Bachelor's degree from an accredited institution.

Relevant Fields of Study:

Criminal Justice
Homeland Security
Emergency Management
Communications

Experience Requirements

Typical Experience Range:

1-3 years of experience in a security control room, emergency dispatch center (e.g., 911), or similar command center environment.

Preferred:

Experience in a corporate Global Security Operations Center (GSOC).
Prior military, law enforcement, or emergency services background.
Possession of relevant industry certifications (e.g., Certified in Homeland Security - CHS, Public Safety Telecommunicator - PST).