Armed Response Coordinator

To coordinate, administer and manage the armed reaction service across BTS security, driving operational readiness, responder accountability and compliance with contractual SLAs and KPIs. The role is responsible for maintaining accurate site allocations and responder records, managing response performance, identifying and escalating service failures, coordinating corrective actions, and ensuring the accurate and timely delivery of daily reports, data audits and monthly penalties & claims.

Alarm Response Monitoring, Managing & Reporting

• Review alarm activations and responder responses daily, verify response times against contractual SLAs and KPIs, and issue an accurate daily alarm response report.
• Maintain and validate the daily Armed Reaction (AR) sheet, ensuring failed responses are correctly recorded, reasons for failure are verified, and the required CiiMS corrections are completed.
• Investigate response failures, coordinate follow-ups with the control room and relevant responders, and track corrective actions through to confirmed closure.

Site Data & MSL Management

• Conduct weekly Master Site List (MSL) audits to verify site details, GPS coordinates, categories, time bands and assigned responders, identifying and resolving discrepancies to maintain accurate operational data.
• Prepare, submit and track client change requests for site allocation updates, responder additions and replacements, ensuring approved changes are accurately reflected in the MSL.
• Map sites, responder bases and travel routes in Google Earth to assess coverage, validate response distances and identify coverage gaps or allocations that could compromise contractual response times.
• Design effective POD/FME offices by means of clustering of sites.

No Access & Isolated Site Reconciliation

• Complete weekly reconciliations of no-access and isolated sites, verifying site status, identifying unresolved access restrictions and tracking outstanding actions.
• Maintain and distribute an accurate no-access site register to the relevant regions, ensuring access requirements, restrictions and status updates are clearly communicated.
• Coordinate the dispatch and confirmed receipt of keys for locked sites, following up with the relevant stakeholders to resolve access barriers and ensure responders can reach sites when required.
• To coordinate drive test to remote sites for validation.

Responder Onboarding & Support

• Onboard new armed reaction responders, including sending vetting documents for processing.
• Manage responder logins and assist responders to access the required applications.
• Software/Application training for responders.

Performance & Compliance Audits

• Conduct the daily audit on failed responders
• Conduct the daily audit on CIIMS corrections.
• Conduct the monthly audit on failed responders (monthly AR subcontractor performance audit).
• Conduct the quarterly dedicated and subcontractor vehicle, firearms, PPE & Psira compliance audit.
• Report audit findings and track corrective actions with subcontractors.

Financial & Compliance Reporting

• Prepare weekly and monthly credit notes.
• Compile and submit the quarterly compliance report.
• Ensure all reports are accurate and delivered within agreed timelines.
• Manage vendor invoices and credit notes.

Technical Knowledge (Compulsory)

• Advanced Microsoft Excel: lookups (XLOOKUP, INDEX/MATCH), pivot tables, COUNTIFS/SUMIFS, conditional formatting and data validation.
• Ability to clean, reconcile and analyse large data sets from multiple sources (MSL, CIIMS and control room data).
• Advanced Google Earth: plotting sites and responders from coordinates, importing and exporting KML/KMZ files, and measuring distances and routes.
• Working knowledge of CIIMS and responder mobile applications.
• Basic understanding of the inner workings of platforms and applications.

General Responsibilities

• Support the National Armed Response Manager: BTS
• Uphold professionalism and company values in all client and subcontractor engagements.

Preferred qualifications/attributes/skills:

• Matric (Grade 12) - essential
• Experience in armed reaction operations administration
• Experience with telecom site BTS security
• Experience in Data Analysis & reporting
• Experience managing vendors
• PSIRA registration - Grade A
• Valid driver’s license
• RSA Citizen
• Will undergo the following screening:
• Annual Criminal Checks - valid for 12months
• Annual Polygraphing - valid for 6 months

Employment consideration will be in accordance with the Employment Equity Act requirements

Should you not hear from us within 14 days after closing date, your application should be considered unsuccessful

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