The Paladin Security Operations Centre is a centralized escalation point that ensures a 24/7/365 bridge of communication between Paladin employees, its client base, and Management. A Health Care Operator is a multi-faceted position that acts as a call taker, dispatcher, report writer, response coordinator, and general support network for the localized Health Care Security program.

A successful Operator must have the ability to communicate effectively, produce clear and concise reports, and direct Officers/resources as necessary in order to fulfill all expectations of the role. This position requires all Operators to be prepared to provide an exceptional level of service and support.

Typical Duties & Responsibilities:

• Handle all calls and radio communications in a professional and calm demeanor.
• Maintain a good rapport with all callers, while being cognizant of the confidential information that must be handled and maintained.
• Dispatch alarm response calls effectively, concisely, and within designated time frames.
• Respond to book-offs, accident calls and emergencies. Escalate problems and report issues in a timely manner.
• Document all details pertaining to security responses and escalated incidents. This includes compiling high profile narratives/reports for the client/Paladin Management when applicable.
• Escalate any issues to Management when necessary.
• Perform and document hourly checks as stated by Paladin Policy and WorkSafe BC policy.
•  Complete any other tasks assigned by the Security Operation Centre Supervisor and Shift Supervisor.

Knowledge, Skills and Abilities:

• Ability to lead, plan, organize, delegate, and problem solve.
• Effective communication, both verbal and written.
• Strong team player.
• Demonstrated professionalism in all situations.
• Attention to detail, multi-tasking, time management, and ability to prioritize.
• A willingness to learn, an eagerness to advance and grow within a dynamic setting, and an ability to be flexible with both schedule and ever evolving protocols.

Minimum Requirements:

• Previous Security, Call Centre, and/or Customer Service Experience requested.
• Training in Public Safety Communications would be considered an asset.
• Thrives in a fast paced or stressful environment while maintaining a positive attitude.
• Minimum typing speed of 50wpm.
• Computer knowledge and proficiency in Microsoft Word, Excel and Outlook.