911 & CCC Supervisor

Job Purpose:

This role is to supervise assigned shifts within the 911 and Command & Control Center (CCC). The 911 and CCC Supervisor assist in planning and organizing effective delivery of 911 and CCC services to the KAUST Community. The roleisresponsiblefortheday-to-dayoperations,he/shereportsonallincidentsand securityactivitiestothe911and CCC management.

Major Accountabilities:

• Oversee the day-to-day 911 and CCC operations, systems, activities, and staff to ensure compliance with standards, policies, directives, and protocols, during the assigned shift.
• Provide accurate handover report for his relief, review the preceding shift reports, and take any additional actions deemed necessary.
• Conduct handover briefings with team members to keep them up to date on important and relevant events.
• Conduct daily checks to ensure that all of KAUST's high-tech security systems, including Intrusion Detection and Assessment System (IDAS), Closed Circuit Television (CCTV), Computer-aided dispatch (CAD), and Fire Alarm System (IFAS), are operational.
• Coordinate with other Security Shift Supervisors, the 911 and CCC Manager and Specialist during assigned shifts.
• Meet regularly with the 911 and CCC Manager and Specialist in order to ensure that management is informed of all incidents and activities.
• Provide on-the-job training to the 911 and CCC operators and ensure the correct application of the Association of Public Safety Communications Officials (APCO) Standards.
• Receive and follow up on all orders, and notify 911 and CCC personnel of drills and other activities that may interfere with regular operations.
• Participate in emergency response drills, activities, and exercises and provide the team and Emergency Response Specialist with feedback and observations.
• Provide team members with direction, guidance, and feedback.
• Prepare daily incident reports to be shared with GA and KAUST senior management.
• Reports routine and emergency information and briefings to relevant Security personnel, security managers, and other appropriate parties.
• Responsible for contacting and informing key personnel across all levels and departments during emergencies and disasters that occur on assigned shifts.
• Coordinate with medical and other emergency response departments to determine the appropriate response level based on the nature of the emergency.
• Responsible for initiating communication with external stakeholders regarding incident response or any other support that KAUST may require.
• Supervise and direct 911 and CCC operators, as well as provide guidance to other Security Officers on patrol and incident response.
• Follow up on all incidents and notify relevant Security personnel of any practices or other actions that may interfere with normal operations.
• Ensure that all documentation related to emergency management activities is maintained and up to date.
• Responsible for conducting and compiling performance reviews for operators under their supervision.
• Inform the Security System Support team of any technical issues that need to be troubleshooted and resolved.
• Perform quality checks on emergency and non-emergency calls and dispatches.

• Ensure appropriate staffing levels are maintained at all times.
• Guide and brief new and existing 911 and CCC Operators on policy, directives, procedures, and protocols.
• Make regular visits and checks of assigned area of responsibility.
• Perform other job-related duties as assigned.

Person Requirements:

Competencies:

• Knowledge of the principles and practices of emergency communication systems, protocols, and services.
• Knowledge of APCO standards.
• Excellent English oral and written communication skills.
• Ability to communicate technical knowledge to management and other Security personnel unfamiliar with 911 and CCC protocols, systems, and technologies.
• Ability to plan, organize, and manage a team while paying close attention to details.
• Ability to maintain good judgment and a calm demeanor under pressure and in emergency situations, and to deploy resources accurately and efficiently.
• Ability to obtain accurate information in emergency or disaster situations to ensure proper action.
• Ability to gather, summarize, and interpret relevant information.
• Knowledge of the principles of supervision, training, and performance evaluation.
• Ability to promote and maintain a positive, safe, and healthy work environment.
• Ability to accommodate shift work.

Qualifications:

• High School/Associate Degree Graduate
• Certification in an applicable Emergency Services or Information Communications Technology fields is required.
• Completion of APCO Institute’s Communications Center Supervisor course (CCS 5th Ed.)

Experience:

Minimum 5 years of experience in Security and Emergency operations with at least 3 years of experience in Control and Communications Center.