Control room operator job description
A comprehensive job description template for control room operator positions in Australian security businesses. Covers monitoring duties, technical requirements and conditions aligned with the Security Services Industry Award 2020.
Control room operator job description
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About the control room operator role
A control room operator manages centralized security monitoring centers, operating integrated security management systems including CCTV, alarms and access control. The role requires technical competency, multitasking abilities and sound decision-making under pressure to coordinate responses to security incidents and emergencies.
In Australia, control room operators are classified under the Security Services Industry Award 2020 (MA000016). Classification levels depend on the complexity of systems managed and level of responsibility. Operators typically work 24/7 rotating shifts with applicable penalty rates for nights, weekends and public holidays.
This template provides a foundation for creating clear, compliant job descriptions that attract qualified security professionals. Once hired, manage your control room team efficiently with security services rostering software.
Key responsibilities
Core duties included in this job description template
Security system monitoring
Operating integrated security management systems, monitoring CCTV feeds, alarm systems and access control across multiple sites simultaneously.
Alarm response coordination
Processing alarm activations, determining appropriate response levels, and dispatching security personnel or emergency services as required.
Radio communications
Managing two-way radio communications with field officers, providing updates, coordinating responses and maintaining communication protocols.
Incident management
Recording and managing security incidents, maintaining detailed logs of all activities, and preparing incident reports for clients and management.
Access control
Managing visitor and contractor access remotely, verifying identities, issuing temporary access credentials and monitoring entry/exit points.
Emergency procedures
Coordinating emergency response procedures, liaising with emergency services, and implementing evacuation or lockdown protocols when required.
Skills and attributes
What to look for in candidates
Attention to detail
Vigilant monitoring of multiple screens and systems, detecting anomalies and maintaining focus during extended observation periods.
Multitasking ability
Capability to monitor multiple systems simultaneously, prioritize tasks and respond to multiple incidents concurrently.
Decision-making
Sound judgment in assessing threats, determining appropriate responses and escalating incidents based on severity and protocols.
Communication skills
Clear and concise radio communication, accurate incident reporting and ability to liaise with emergency services professionally.
Technical aptitude
Competency with security management systems, CCTV platforms, alarm monitoring software and multiple computer applications.
Stress management
Ability to remain calm under pressure, manage high-stress situations effectively and maintain composure during critical incidents.
Qualifications and requirements
Control room operator positions require a valid security licence, strong technical literacy and the ability to operate complex security management systems. Experience in security monitoring or control room operations is highly valued, along with formal qualifications in security operations.
- Security licence (Required)
Current security licence valid in your state/territory
- Police Check (Required)
Current National Police Check (typically valid for 12 months)
- Working rights (Required)
Eligibility to work in Australia
- Computer literacy (Required)
Strong computer and technical skills for operating security systems
- Control room experience
Previous experience in security monitoring or control room operations
- First Aid certificate
Current First Aid certificate preferred
- Certificate in Security Operations
Certificate II or III in Security Operations highly regarded
Working conditions
Set clear expectations for candidates about the control room work environment
- Control room environment with multiple screens and monitoring systems
- 24/7 rotating shifts including days, nights, weekends and public holidays
- Sedentary work requiring extended periods of concentration and screen monitoring
- High-pressure decision making during incidents and emergencies
- Climate-controlled indoor environment
- Shift penalties apply for nights, weekends and public holidays
Award coverage
Understanding award coverage for control room operators
Security services industry award 2020
Control room operators working in security monitoring centers are covered by the Security Services Industry Award 2020 (MA000016). This award sets minimum pay rates, penalty rates and conditions for security industry employees including monitoring and control room staff.
Under the award, control room operators are typically classified at Level 3 or higher depending on their responsibilities and the complexity of systems they manage. Use award interpretation software to calculate pay accurately.
Penalty rates and shift work
Control room operations typically run 24/7, requiring rotating shifts including nights, weekends and public holidays. Penalty rates apply for work performed on Saturdays, Sundays and public holidays, as well as for shift work penalties under the Security Services Industry Award 2020.
Casual employees receive a 25% loading in lieu of leave entitlements. Part-time and full-time employees accrue leave and receive penalty rates on top of their base rate. Ensure your payroll system correctly applies all applicable loadings and penalties for 24/7 operations.
Who should use this template?
This job description template is designed for Australian security businesses
Whether you operate a security monitoring service or facilities management business, clear job descriptions help attract qualified control room operators.
How to use this template
Tips for customising the job description for your security business
Add your company details
Include your business name, location, types of clients serviced (corporate, retail, industrial) and a brief description of your monitoring services.
Specify systems and technology
Detail the specific security management systems, CCTV platforms and monitoring software your control room uses.
Define shift patterns
Be clear about rotating shift requirements including 12-hour shifts, night shifts and weekend/public holiday roster expectations.
Include clearance requirements
Specify any additional security clearances required for government or high-security clients you service.
Add training opportunities
Highlight training provided in your specific systems and opportunities for professional development in security operations.
Review regularly
Update the job description when you implement new security systems or expand your monitoring capabilities.
Legal disclaimer
This template is designed to reflect Australian workplace standards and security industry practices at the time of publication. It is provided as a general guide only and does not constitute legal advice.
You should review and tailor this template to suit your business, service model and specific requirements. Confirm the applicable modern award for your business and support compliance with all relevant employment laws, workplace safety standards and security licensing requirements. For complex situations, seek independent legal or HR advice.
Frequently asked questions
Common questions about control room operator job descriptions, qualifications and employment in Australian security businesses
- Control room operators work in a centralized monitoring facility, managing CCTV systems, alarms and dispatching security personnel. Security guards patrol sites and respond to incidents in person. Under the Security Services Industry Award 2020 (MA000016), control room operators require specialized technical skills and typically work in climate-controlled indoor environments.
- Control room operators are covered by the Security Services Industry Award 2020 (MA000016). This award sets minimum pay rates, penalty rates and conditions for employees working in security services including monitoring and control room operations. Always verify which award applies to your specific security business.
- Under the Security Services Industry Award 2020, control room operators are typically classified at Level 3 or higher depending on their responsibilities and the complexity of systems they manage. See our Security Services Award rates guide for current classifications.
- While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive rates based on experience.' Check the Security Services Industry Award 2020 for current rates.
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Learn moreAward pay rates
Current pay rates, penalty rates and allowances under the Security Services Industry Award 2020.
View ratesRegulatory sources
This job description is aligned with Australian workplace award requirements.
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Disclaimer
This document is a general job description template provided for informational purposes only. It is not legal advice and may not reflect the latest changes in legislation or apply to every workplace situation. RosterElf Pty Ltd and the template provider accept no liability for any loss arising from reliance on this document. Users should seek independent legal advice and customise the template to ensure it complies with all relevant laws, awards and workplace requirements.