Introduction:

The Control Center (CC) is a physical facility designed for information gathering, analysis and dissemination. It is where crucial decisions are made that result in resource coordination and emergency response. That response could include warnings and rapidly sharing information or urgent instructions to staff and possibly surrounding agencies that are designed to protect lives, property and the environment.

However, no matter how automated CC technology becomes, the system Operator or Dispatcher will always remain the most important factor in the center, as well as being the most expensive. When seconds count, the performance of the CC will largely depend on the skills and judgement of the person/s operating the system. While recruitment and supervision are both important, without proper on-going training, operator performance and therefore corporate response, could become a hit and miss affair. This course reflects these demands. It is designed to give participants applicable skills and knowledge for working with Security Monitoring, Communications, CCTV, and other essential control room equipment and the very latest procedures. This course will feature:

• Coordination of resources in an incident and what can go wrong
• Customer, company and all stakeholder liaison
• The purpose and major functions of a Control Center
• Information collection, evaluation, display and dissemination
• Control Center Team, Supervisor & Manager roles & responsibilities
• Common mistakes made in Control Centers

Course Objectives:

By the end of this course, delegates will be able to:

• Develop the knowledge and skills of a multi-task Dispatcher
• Learn how to build rapport and learn new key communication skills
• Develop confidence in CC call handling standards and techniques
• Understand the complexities of active listening
• Determine the many solutions of handling difficult callers
• Analyze recorded material and Alarm Management

Who Should Attend?

Team Leaders, Managers, Line Managers, Supervisors, Team Leaders, Project Managers, Control Center Operators and Supervisors, Emergency Dispatchers, Security Personnel and CCTV Operators, HSE Officers, HSE Personnel, HSE Professionals, Emergency Response Team members, HSE Managers and Auditors, Health & Safety and Environmental Professionals, Fire Officers, Incident Control Point (Forward Control) Team Members, Supervisors, Inspectors, Advisors, Auditors, Laboratory Personnel, Emergency Personnel, Maintenance Personnel, Procurement and Supply Chain Managers, Engineers and Maintenance Personnel, Experienced and new auditors linked to the company’s HSE Management Systems (HSE-MS), HSE-MS Personnel, Personnel involved in implementing the Company’s HSE-MS, Control Center Operators and Supervisors, Security Personnel and CCTV Operators, Incident Control Point (Forward Control) Team members, Staff responsible for managing hazardous wastes, Supervisors and Line Management who have assigned responsibilities within the organization’s Safety Management System (SMS)

Course Outline:

• Consider the role, purpose and many functions of a good Control Centre
• Consider the role and responsibilities of the Emergency Dispatcher
• Control Centre equipment: Communications; IT; CCTV; Alarms; Records
• Consider the full range of potential incidents and calls
• Dealing with those incoming emergency calls and prioritizing them
• Obtaining the necessary information from the caller
• Assessing the urgency and deciding on the best course of action
• HSE policies relevant to CC design, monitoring and security equipment
• Active listening techniques
• Techniques to mitigate potential communication difficulties
• CC procedures and command & control during an incident
• The use of Forward or Incident Control Points (ICP)
• Communications with & safety of an Emergency Response Team (ERT)
• Overview of organization’s risk management, emergency & security plans
• Organization’s emergency codes, procedures and alarm signals
• Ten most common made errors in a Control Center
• Security equipment checks
• CCTV
• Infra-red sensors
• Movement and acoustic sensors/detectors
• Automatic entry/intruder alarms systems
• Fire and duress alarms
• Situations requiring back up and support
• Medical Emergencies
• Major Incidents
• Terrorist incidents
• Multi-agency response and resource management
• Conducting efficient ‘change-over’ at shift change, what is involved
• Avoiding fatigue and stress on the job

COURSE LOCATIONS