Security Communications and Surveillance Operator

Mall of America•Bloomington, MN

1d•Onsite

About The Position

To ensure safety and security of guests, team members, and tenants. This role involves receiving calls, responding to, and handling requests for assistance from tenants, guests, and Mall staff. The operator will promptly answer incoming radio and phone calls, prioritize requests, and dispatch appropriate personnel following established procedures. Key responsibilities include interpreting and analyzing caller situations, assisting guests over the phone with directions and information, and providing excellent guest service while deescalating challenging interactions. The operator will request assistance from public safety agencies as needed, support officers in emergency situations by managing cameras and information, and conduct safety system audits. Monitoring Closed Circuit Television (CCTV) and various alarm systems, using MOA Dispatch software and radio systems, and monitoring Bloomington Police Department radio traffic are also essential. The position requires writing and maintaining detailed logs and records with Computer Aided Dispatch (CAD) software, compiling digital video and audio footage, entering and retrieving computerized data, and maintaining a high level of confidentiality. Additionally, the operator will communicate weather alerts and continuously operate security cameras using joystick and mouse controls, typing, and phone communication via headset or handset. The role requires working a flexible schedule, including nights, weekends, holidays, high volume days, and emergencies.

Requirements

Must be at least 18 years of age.
High School diploma or equivalent.
Excellent guest service skills.
Excellent reading, writing, listening and verbal communication skills.
Excellent typing skills, able to pass required typing exercises.
Strong organizational and prioritization skills.
Able to remain calm in stressful situations, utilizing rational thinking and decision making.
Able to process multiple streams of information at once and respond effectively.
Use of both hands is required to perform duties and maintain standards.

Nice To Haves

High aptitude for computers and ability to learn new programs and systems quickly strongly preferred.
Prior public safety or security dispatching experience preferred.
Prior MOA experience preferred.

Responsibilities

Promptly answer incoming radio and phone calls, prioritize requests for assistance, and dispatch appropriate personnel following established procedures.
Ask questions to interpret, analyze, and anticipate the caller’s situation to resolve their concern.
Assist guests over the phone, including giving directions, answering questions, and requesting department personnel.
Provide excellent guest service and maintain a professional, friendly manner in challenging situations and deescalate interactions with upset callers.
Request assistance from appropriate public safety agencies, as necessary.
Support officers in high stress, emergency situations by managing cameras and information.
Conduct safety system audits to ensure equipment is functioning properly.
Monitor Closed Circuit Television (CCTV), various alarm systems and respond to trouble signals.
Use MOA Dispatch software and radio systems.
Monitor Bloomington Police Department radio traffic and respond with pertinent information.
Write and maintain detailed and accurate logs and records with the Computer Aided Dispatch (CAD) software, at times while on the phone with MOA staff, guests, tenants, or law enforcement.
Compile digital video and audio footage for generated reports.
Enter, process, and retrieve computerized data as requested.
Maintain a high level of confidentiality, following MOA policy for sharing information when needed.
Communicate weather alerts to appropriate MOA personnel.
Continuously operate security cameras, by use of joystick and mouse controls, typing, and talking on the phone using a headset or handset.
Work a flexible schedule, including nights, weekends, holidays, high volume days, and emergencies.
Additional duties as assigned.