Guard Agency		24 hour Control Room		Supervision
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24 hour Control Room

The successful operation of a Security Agency depends, among other factors, on the efficient management of an Operation Room or better known as a Control Room in the security service industry. The Control Room is the nerve centre of a Security Agency and without it, prompt and efficient service to the client is unlikely to be maintained and may result in a fiasco.

Period of Operation
The Control Room is in operation 24 hours throughout the year. A staff of four on a 12-hour permanent shift are on duty at the Control Room. The Day Controllers man the Control Room from 0700 hours to 1900 hours and the Night Controllers from 1900 hours to 0700 hours. The peak periods of operations for both shift Controllers are from 0630 hours to 0900 hours and from 1830 hours to 2000 hours.

Functions
During the peak periods, the Control Room is transformed into a beehive of activities. The Controllers will

	Mark in the Attendance Register when the guards at various assignments report for the duty.
	Make an entry in the records when guards report off duty.

	Locate the Area Operatoins Executive (AOE) of the particular sector when a guard reports sick at short notice and request to arrange for a relief guard.
	Activate the Area Operatoins Executive and/or the Security Manager when an in-coming guard on duty requests for emergency leave on compassionate grounds.
	Inform all key personnel and the relevant Government departments such as the Police or the Civil Defence when the Control Room receives a distress call from a guard.
	Enter detail of complaints made by guards regarding their wages, advance payments, loans and general working conditions in the Occurrence Book and draw the attention of the Admin and Finance Manager.

	Clients and the management staff
	Police, Civil Defence and any other Government departments in an emergency situation.
	Members of a guard family in case of a mishap or life-threatening situation.
	The Operations Manager and/or his supervisors when a guard absents himself from the guard post without prior permission or behaves in a disorderly manner.

	Opening / closing reports.
	Alarm activations.
	Dispatch enforcement team.
	Inform key personnel, Police, Civil Defence, etc.

The Control Room also functions as an office to maintain statistics of all checks made on a daily basis by Area Operations Executive at places of assignments. The Controllers also makes calls to the guard posts at various assignments to ensure that the posts are not left unattended. When a guard does not call for a prolonged period of time, the Control Room activates the supervisor who would proceed to the post in question to investigate the delay to respond/calls from the Control Room. Regular as well as random checks can be made from the control room to test the alertness of the guard.

The clients of the company are provided with the telephone numbers of the Control Room to register their complaints, if any, after office hours. They are also at liberty to call the Control Room for any assistance in the event of any unpleasant incident that may occur at the assignments.