Never Send a Camera to Do a Watchmaster’s Job: Secure Pacific Verification Center Security Operators

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At Secure Pacific, our Verification Center Operators work around the clock to monitor security systems and provide the highest level of protection for our customers. Using audio or video technology, our verification team is able to confirm a threat and verify the alarm with the police, resulting in a quick response by law enforcement and no time or money wasted on false alarms. Confirmation of burglary is a special skill that requires extensive training and experience. Learn more about a day in the life of a monitoring operator here or contact Secure Pacific to schedule a tour of the Verification Center in Everett, Washington to see the verification specialists in action.

Q. As an operator for Secure Pacific, what are your primary roles and responsibilities?
A. Roles and responsibilities can be broken into five components:
1. Become thoroughly familiar with the Standard Operating Procedures related to dispatching.
2. Monitor customer accounts for break-ins, fires, holdups, and auxiliary functions, respond to system activations in accordance with established standard operating procedures.
3. Acknowledge audio, video, and alarm point violations and respond as appropriate, complete incident reports and log information as necessary.
4. Provide customer service over the phone. Answer inquiries, provide instruction when needed, and make appropriate customer account changes. Help customers troubleshoot their alarm systems as necessary and help coordinate service with Service Dispatcher and Technicians when appropriate.
5. Work with Installation and Service Technicians to upload/download program information and test systems. Input information into the database when appropriate.

 

Q. What is the training process to become an operator?
A. Training begins with the trainee sitting with an experienced operator to observe the normal functions of the Verification Center. The trainee also studies training manuals and standard operating procedures. The one-on-one training is typically an 8 week process.

Q. What piece of advice do you have for those considering a verified security system?
A. Consider all of your options, wants, and needs. Don’t let price alone be the deciding factor, because you often get what you pay for.

Q. Finally, please explain your favorite part of the job and describe a typical day as an operator at Secure Pacific’s Verification Center.
A. My favorite part of the job is the satisfaction that comes from helping people (and catching criminals in the act!). A typical day usually involves verifying alarms as they come in and dispatching and/or notifying the customer.