CCTV Control Room Operator selection - A best practice guide

CCTV Control Room Operator selection - A best practice guide

By Arindam Bhadra

A doctor; a teacher; an environmentalist. There is one common motivation why you would choose one of these careers: to help people. But there’s one more career that sits in the background and doesn’t get as much limelight as it probably deserves.

BS EN 50132-7: 2012 and BS EN 62676-4 clause 12.1 state: “If the CCTV (closed circuit television) system has a requirement for live viewing, camera control, system management, or any other human intensive tasks, a control room should be specified to house these functions. The ‘control room’ could be a single workstation, or a large operations centre.” The effectiveness of Video surveillance / CCTV control rooms is influenced by a variety of factors. CCTV operators are usually technology buffs who love the technological side of Video surveillance systems. CCTV operators at CCTV Control Room face several issues ranging from poor attention span, video blindness, fatigue, boredom, lack of situational awareness, bias and false alerts. There is, however, another side to the CCTV Video surveillance sector that the world desperately needs. Keeping people safe from harm and maintaining order in our society has become a lot easier as CCTV technology advances. However, the ‘human factor’ within the CCTV system is equally as important in achieving the objectives of the CCTV function. The capacity of the person selected in any job will determine the success of that person in the position, no matter what kind of environment it is. I’ve heard it mentioned that CCTV is as simple as watching TV, including by a senior police officer in the India who should have known better. Similarly, the placement of contract guards into CCTV positions when they have received no training and don’t know what to look for is also common. Where detection is critical will know that the operator is the most essential part in CCTV service delivery. "Cameras never lie". but, how will you know? ‘see’ what the cameras ‘saw'. Do audit your CCTV–why suffer? The CCTV Control room should be set up, or redesigned, according to a CCTV operational requirements plan and the CCTV room staff, as end-users, should participate in this process. BS EN ISO 11064-1 says Ergonomic design of control centers Principles for the design of control centers.

A CCTV video footage auditor can be defined as one who audits, reviews, examines closely, CCTV footage daily, at periodical intervals, with an intent to discover the ‘unknown’. Using all the tools available at her/his disposal, she/he ‘looks out’ for exceptions, process violations, abnormalities, performance lapses, behavioral patterns, potential threats, risks and so on. She/he de-bugs bytes of visual information multi-tasks by comparing past cases. ‘Auditing’ means 'seeing' what the cameras 'saw'. CCTV video footage should be audited daily; several times a day if need be. Depending on the requirements, auditing of CCTV footage of critical cameras on a daily basis must become an SOP.

“The capacity of the person selected in any job will determine the success of that person.” Says Mr. Shankar Mallik, Director - Uma Enterprise. Leading System integrator Security Automation field.

Selection of CCTV operators

The selection of CCTV operators should follow a formal process and be based on a sound analysis of the job tasks. It is acknowledged that in some cases CCTV operators are selected and employed by third party contractors. Nevertheless, there may still be opportunities for CCTV managers to influence the appointment and training of these individuals.

Selecting the right people for the CCTV operator role will help to maximize the motivation and job performance of the operator team. Within larger organizations the recruitment and selection of personnel is often the responsibility of the human resources function. However, depending on the context, managers may exert a degree of influence on the selection process for CCTV room staff. CCTV roles will differ across sites, and the actual job requirements should flow from the organisation’s goals and the operational requirements of the CCTV room. In line with this, the selection process should begin with a suitable examination of what the role entails via an analysis of the job.

Job Profile could be:

1. ·        Sitting in front of a bank of up to 15 screens, constantly monitoring the live pictures that come in from the surveillance cameras
2. ·        Operating the position of the cameras, for example if a cash machine is about to be emptied, you would focus the camera on the security guard
3. ·        Monitoring anyone acting suspiciously, and alerting security staff or police if you see an act of theft, vandalism or any other crime
4. ·        Monitoring cleaning staff working in large empty buildings for their safety
5. ·        Notifying the police of any anti-social behaviour
6. ·        Keeping a log of all incidents to pass onto police
7. ·        Called to give evidence in court as a witness.

Job analysis:

Job analysis is designed to produce systematic and reliable information about a particular role. It provides the basis for writing an accurate job description, will assist in developing a structured interview and serve as a basis for any selection tests which might be used. The aim of the job analysis is to derive a comprehensive list of job tasks, how they are carried out and the worker characteristics – aptitudes, skills and experience – which are necessary to perform them. As well as covering the current role it is a good idea to consider how the job may change in the foreseeable future. The organisation’s human resources department may have a preferred method for carrying out job analyses. For the CCTV operator role (compared to say, a senior management role) the job analysis may not need to be very complex. Since any amount of footage from any given day could be required at any given time, properly storing footage is one of the most important roles of a CCTV Operator. Storage policy can vary slightly from company to company, but in general CCTV Operators will need to correctly catalog all footage so that it can be easily recalled at a later time.

Selection process

Once the job has been adequately defined, selection of candidates can begin. The interview is still by far the most widely used method of selection; however evidence suggests that the traditional ‘unstructured’ interview is not a particularly good predictor of job performance. Structured interviews have been found to be twice as valid (i.e. predictive of future job performance) than unstructured interviews.

Tests

Tests fall broadly into two categories. The first category includes tests of cognitive ability such as aptitude tests and tests of general mental ability (for example numerical reasoning, verbal and non-verbal reasoning, visualspatial abilities). The second consists of personality tests that aim to measure personal traits and preferences; for example a person who measures high on the trait of ‘conscientiousness’ is likely to demonstrate a reasonable level of persistence when performing a variety of tasks.

Operator Skills

Successful CCTV Operators are mindful, alert and scrupulous individuals who are highly dedicating to protecting others. In addition to having a talent for all things technical, they also have the ability to quickly identify patterns and abnormalities. In addition to these general personality traits and abilities, employers are looking for CCTV Operators with the following skills:

1. ·        Surveillance System Knowledge: Because extensive knowledge of video surveillance systems is to crucial to the job of a CCTV Operator, many employers required CCTV Operators to have video surveillance certification of some kind.
2. ·        Attention to Detail: CCTV Operators must be able to identify small, seemingly insignificant details that most people would overlook. This ability allows them to keep the area as safe as possible.
3. ·        Ability to Multitask: Even when a CCTV Operator receives a phone call or has to speak to a colleague, they must always be keeping an eye on the monitors.
4. ·        Ability to Work Independently: For the most part, CCTV Operators will not be required to interact with very many people. Because of this, it is important that they’re able to work and stay alert without constant supervision.
5. ·        Communication Skills: Since CCTV Operators will occasionally have to give statements to police officers, communicate with emergency services or even appear in court, they need to have strong written and verbal communication skills.

Training

Training is important for motivation and performance and should be designed to meet operational needs. Where CCTV operators are employed directly by the organization /site at which they work, there will be greater scope for influencing training in comparison to where the operator/guard force function is sub-contracted to an external organization. However, contracted operators should have received at least basic training in CCTV.

Methods for carrying out the training needs analysis include interviews, observations, focus group discussions and questionnaires with job incumbents and other stakeholders. Existing job analyses/person analyses may not be up to date so it could be worth taking a current view of the job role.

Since the exact role of a CCTV operator will differ from organisation to organisation, detailed training needs will necessarily differ. However, as a minimum, it is recommended that training should cover the areas in the following list.     

1. ·        Induction into the CCTV role, CCTV team and the wider organization Operation of all CCTV room equipment Team building with the immediate team.
2. ·        Detailed knowledge of camera positions and of the site(s) to be monitored – in practice this means getting out and ‘walking the plot’ wherever possible – including visits to remotely monitored sites.
3. ·        Detailed knowledge of camera positions and of the site(s) to be monitored – in practice this means getting out and ‘walking the plot’ wherever possible – including visits to remotely monitored sites.
4. ·        Knowledge of the current nature and level of security threat to the site(s) – Local police authority, Intelligence Bureau can provide advice on this.
5. ·        Knowledge of the nature of unwanted or suspicious behaviors/incidents as they relate to the site.
6. ·        Knowledge of the current nature and level of security threat to the site(s) – Local police authority, Intelligence Bureau can provide advice on this. Knowledge of the nature of unwanted or suspicious behaviors/incidents as they relate to the site.
7. ·        Understanding of the role of relevant external teams, agencies and/or networks. It can be beneficial to operate a policy requiring operators to regularly visit members of the team who are based ‘on the ground’ in the site being monitored, or even those in related agencies or organizations.
8. ·        Preparation for emergencies. Such training is often achieved using incident simulations / scenarios that attempt to model the conditions of a real emergency.

Spatial awareness

We find that often the 80/20 rule applies in surveillance, with about 80% of the incidents being detected by 20% of personnel. I can often see the motivation differences within the training environment as well where people committed to detection have a different philosophy. So one of the first criteria I would want in any operator who would work for me would be to be able to demonstrate a history of detection. Not ‘we detected’ which often covers up a lack of individual involvement, but ‘I detected’. By keeping an eye on them, criminals can be stopped the moment they want to perform a crime. The increased attention may even stop them in their tracks. A CCTV operator who is motivated by his or her moral values finds excessive joy in using expert skills to protect people and their possessions in public venues. Good quality cameras and monitors, along with effective placement, will allow operators to observe the environment well and support their ability to understand the location and likely direction of targets during a dynamic incident – i.e. maintain ‘spatial awareness’. Spatial awareness is an understanding of our location in space and the organisation of objects around us. What operators need to see in the environment will depend on their tasks, which should link to the operational requirements of the control room. Ideal specification and positioning of cameras is dependent on operational requirements but also on what an operator needs to complete a task successfully.

Leadership and management

Research indicates that highly motivated employees perform better and show more commitment to the organisation than unmotivated employees. The way that people are managed and led can significantly affect their perceptions about their job, and in turn their job motivation. Motivation can be a personal trait (i.e. be part of someone’s personality) but it is strongly influenced by elements of the job itself. It is also associated with the rewards a person receives from doing the job. Rewards include the personal satisfaction from a job well-done, as well as recognition from the organisation’s customers, team members and managers.

The minimum recommendation here is that first line supervisors and/or managers should receive formal leadership training which is aimed at achieving effective team and individual performance and which is appropriate for the context in which they work.

Appraisal

Regular appraisals help encourage employee motivation and maintain commitment. At minimum:
·      Appraisers should receive appropriate training for conducting company appraisals.
·    Appraisals should identify mutually acceptable performance and development goals. These individual goals are often linked to the goals of the team, department and/or organization
·        Appraisals may or may not be linked with rewards (including pay); however where they are linked with rewards care should be taken to ensure that the process of reward distribution is systematic and fair, and also perceived as such by all team members

Pay

The figures below are only a guide. Actual pay rates may vary, depending on:

·        where you work.

·        the size of the company or organization you work for.

·        the demand for the job.

CCTV operators can earn from around ₹ 14,500 to ₹ 15,800 per month. With experience, this could raise to ₹ 17,000 per month basis. You may get a shift allowance.

Ref:
BS EN ISO 11064 books.
BS EN 50132-7 Books.
BS EN 62676-4 Books.

This artical published on safe secure magazine Volume 10-issue 1- January 2019 issue.