Under the direct supervision of the Command Center Manager, the Command Center Operator will perform the following duties:
• Operate and maintain equipment in the Museum Command Center to monitor and provide surveillance of the Museum, Museum School and grounds, including the exterior perimeter, Museum garage, surface parking lots, and off site properties. Equipment consists of closed circuit television monitors, video multiplexing and recording equipment, base station radio, PC based system for fire detection, emergency evacuation, security alarms and card access system.
• Operate a personal computer. Maintain proficiency in the operation of any and all software programs used in the Command Center operation.
• Operate all Command Center equipment in accordance with protocol as outlined and set up by the manufacturer, and perform all duties according to the Protective Services Department's standard operating procedures.
• Maintain an up-to-date daily event log, which includes, but is not limited to any requests for service, security breaches, emergencies, access events, etc. Report any faulty equipment, or health and safety hazards immediately to proper supervisor for correction. Report any condition or event deserving the attention of Protective Services.
• Operate and assist callers in emergency situations. Dispatch emergency response from outside agencies as required. Act as an information resource and facilitate communications for the Protective Services operation.
• Oversee and keep track of all Museum staff, faculty, volunteers, contractors, consultants and others as outlined by the Protective Services Department's standard operating procedures.
• Maintain contact with police and fire, and emergency medical authorities in accordance with the Protective Services Department's Standard Operating Procedures, as well as any other local, state or federal authorities. Maintain contact with various other private area institutions as required. Provide support for all contract security services employed by the Museum of Fine Arts.
• Support all requests for assistance by any caller with respect and patience to maintain a standard of excellence for both internal and external customer service.
• Maintain and ensure that all systems and information and protocols for the Command Center and the Museum remain completely confidential as required by Protective Services rules and regulations.
Bachelor’s degree in Criminal Justice or related discipline or technical degree preferred, or comparable combination of education and experience. Experience in museum or other type of cultural institution, call center, network operations center, security/police, emergency, medical environment. Experience with the following: radio communication, communications and/or alarm monitoring operation, access control, computer aided dispatch. Proficiency with computer hardware and software packages. Knowledge of closed circuit TV and alarm systems preferred.
Additional qualifications include: Excellent customer service skills coupled with the ability to work in a fast paced, high volume environment; Ability to work well and effectively under pressure individually as well as in a team; Strong communications skills including excellent written and verbal abilities; Computer hardware and software proficiency, typing, use of database software, communications equipment and access programming. Desire to expand computer and technical skills; Strong problem solving, decision making and organizational skills with ability to handle multiple tasks and prioritize and handle diverse, stressful situations; Discretion and judgment in handling confidential information; Professional demeanor with the ability to work in a diverse workforce; Ability to obtain CPR/First Aid certifications other necessary training to handle current and future responsibilities.