PurposeTo operate the Security Operations Center in support of ongoing Critical Infrastructure Protection and routine security operations; to simultaneously use a multi-channel radio console, computer terminal, multi-line telephone system and SMUD’s emergency 5911 line to receive, coordinate, communicate and disseminate critical information from various sources. Receive trouble calls from both external and internal customers regarding assistance, service and emergencies. Maintain routine logs and regulatory records; and to initiate proper response for emergency and non-emergency situations in conjunction with established security procedures and protocols.
This class is assigned to the Security Operations Center. Incumbents in this class exercise judgment in evaluating and interpreting calls for assistance and taking appropriate action. Security Dispatchers assist in the implementation and management of the business unit Critical Infrastructure Protection (CIP) Physical Security goals, including operating as the main repository for information regarding entry and exits of SMUD personnel/visitors into facility transmission and distributions substations. The Security Operations Dispatcher may also serve in a lead role by coordinating, prioritizing, monitoring, evaluating and developing activities for lower-level personnel. Provides technical and functional expertise to the business unit, and assists in managing technology, design, development, implementation and maintenance activities to attain business unit and SMUD Physical Security priorities, goals and objectives.
High School Diploma or GED Experience:
A minimum of 2 years of public safety dispatching or security dispatching experience OR completion of an approved 9-1-1/Dispatch Certificate Program OR two years experience as a first responder (police officer, fire fighter, emergency medical technician, or military) OR an approved equivalent combination of training and experience.Knowledge of:
Criminal law, civil laws, SMUD Administrative Polices and Management Procedures related to physical security and the physical security program in support of protecting Bulk Electric System (BES) Cyber Systems as required by NERC Standard CIP-006, that apply to SMUD Security Operations including security plans; maintenance/testing procedures and visitor control program for security equipment; basic security methods and procedures including basic report writing, dispatching policies and procedures relative to security or law enforcement; computer systems, computer aided dispatching, multi-line telephones and related electronics. Skill to:
Make appropriate decisions and determine problem solving actions in crisis or emergency situations; make decisions rapidly and independent of direct supervision, deal courteously and effectively with employees and the public; identify and analyze unusual circumstances and/or emergency conditions and respond accordingly; communicate clearly and concisely both orally and in writing; effective listening; making appropriate decisions based on a limited amount of information; use computer/keyboard devices to retrieve and/or enter information; follow verbal and written directives; work in a corporate environment with customers and employees; operate a multi-channel radio and multi-line phone system; access and use a variety of computerized databases including computer aided dispatching software. Ability to:
Work effectively under high pressure and demanding conditions; maintain emotional control and function effectively during an emergency or crisis situation; write legibly; read, understand and interpret moderately difficult to complex written information (e.g. standards, policies, procedures, regulations etc.); work independently with minimal supervision; exercise good judgment in the safeguarding of confidential or sensitive information; perform detailed work with a high degree of accuracy; memorize, retain and accurately recall information; adapt to constantly changing situations and effectively take appropriate action; organize, prioritize and adapt reasonable response actions to changing situations; operate a multi-line telephone system, appropriately directing and answering multiple incoming calls; compose written materials of moderate to complex difficulty on various subjects for various levels of readership. Type at an adequate speed to perform the necessary job requirement; work irregular hours including holidays, and weekends; establish and maintain courteous and effective working relationships.
Major Duties & Responsibilities
- Ensure Security Operations meets compliance requirements for CIP-006 by monitoring the Physical Access Control System (PACS) for unauthorized access attempts, forced door alarms, propped door alarms and anti-tailgating alarms. Coordinates efforts to maintain service levels and minimize risk to core business unit operations.
- Document events and alarms in accordance with CIP-006 regulatory requirements and standards. Monitor and manage the visitor control program for entry into any Physical Security Perimeter (PSP) in accordance with CIP-006 requirements. Assist with the Physical Access Control System (PACS) annual maintenance and testing program. Report failed/defective equipment to Security Operations Supervisor for repair and generate any corrective actions to replace the faulty equipment.
- Operate and monitor a wide range of moderately complex computer driven equipment PACS, C&K system, computer aided dispatching software, and other Security Systems such as fire systems, security alarms, closed circuit television, and building automation alarm systems; recognize the different alarm signals and identify the violation/problem/entry in order to ensure safety of staff, the public, SMUD facilities, equipment and dispatches services appropriately.
- Conducts notifications to the entire organization and/or emergency callouts for Safety/ Security concerns to protect the life and welfare of employees and the public via the Emergency Notification System (ENS). Conduct regular testing of SMUD’s Emergency Notification System (ENS), log and report deficiencies with the system or procedure. Prepares reports, statistics and other information relating to the operations of the unit to which assigned.
- Monitor and operate SMUD’s emergency 5911 line. Acts as a liaison for incoming emergency and non-emergency calls, contacts and coordinates with police, fire and EMS in emergency situations. Dispatches Security Officers or other SMUD personnel using two-way radio or telephone. Utilize communication, customer service skills and sound judgment to determine appropriate actions to be taken to resolve situations. Maintains logs to record information such as emergency actions, messages, daily service requests, alarms and other activities in accordance to procedural requirements.
- Audits reports, logs and activities prior to the end of shift to ensure on-coming Dispatcher, Supervisor and shift personnel have accurate information, status sheets, logs, schedules, notes etc…Conducts quality control checks of work performed by all shifts in order to maintain accuracy, accountability and consistency.
- Promotes partnerships across SMUD business units; ensures coordination of goals and objectives to support overall Physical Security Critical Infrastructure Protection compliance.
- Notify the appropriate Director, Manager, Supervisors and/or SMUD emergency response personnel of critical conditions on a 24-hour basis. In case of an emergency the Dispatcher may act or substitute as the Security Operations Supervisor until relieved by a quailed individual. Performs related duties as required.
- Use terminology, standardized codes, language and abbreviations when writing and dispatching information in order to ensure clarity of information and uniformity of communications.
- Security Operations Dispatchers are responsible for the intake, assessment and prioritization of security and safety related calls and alarms, and directing the Security Operation or other emergency response personnel actions.