Service Delivery Coordinator

at  MSS Security

About the Company
As one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website at
www.msssecurity.com.au
Culture

Our employees enjoy working with MSS because we:

• Have a high people and culture focus;
• Offer extensive development and progression opportunities;
• Provide stability and certainty in a role;
• Work collaboratively together and are high achievement focused;
• And because we know how to have fun whilst getting the job done.

The purpose of the role is to coordinate the resourcing and rostering of personnel to ensure continuity of service delivery, in a manner which results in the highest possible quality of service to customers, the most cost effective and efficient way, and maximises our profitability.

General Security Duties:

• Reading, understanding and signing off on specific site requirements
• Seeking additional information and training where unsure of any requirement
• Reporting any differences between SOPs and actual daily activities
• Ensuring presentation and attitude are at a high standard
• Providing exceptional customer service at all times
• Providing information, directions, and other information as required either in person or via the telephone
• Identifying and rectifying issues
• Ensuring specified service levels are maintained
• Maintaining logs and records of occurrences, completing necessary paperwork, and using computer terminal to input and retrieve data
• Any additional duties as requested by Management

Control Room Guard Duties:

• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Ensuring only authorised persons are on the site
• Monitoring CCTV footage and actioning breach situations appropriately
• Directing roving security officers to respond to alarms and take appropriate action
• Using computerised access control systems as required
• Assisting contractors on site
• Handling face to face and telephone enquiries
• Driving short distances to meet Fire Brigade if necessary
• Writing reports and completing logbooks intermittently throughout shift
• Verbally reporting to site manager

Gaming Entry Points Security Duties:

• Greeting customers with enthusiasm and pride
• Initiating interaction with customers
• Demonstrating a good understanding of products, policies, and site layout
• Responding to customer queries and complaints in a timely and professional manner
• Being open and approachable, displaying positive and welcoming body language
• Acting as a host and making the customer feel welcome
• Anticipating customer needs and delivering proactive customer service
• Being visible at the entry point
• Responding promptly to First Aid Requests
• Providing assistance to the Public
• Monitoring Patrons
• Vigilance and alertness towards achieving “protections and deterrence” by monitoring activity
• Pleasant, courteous and helpful to clients, staff, and customers at all times
• Minors (Ensure minors do not enter the gaming floor as per Casino Control Act 1991 section 84)
• Excluded Persons (Officers must be diligent in trying to identify excluded persons from entering the gaming floor)
• Refusing entry where warranted (Minors, excluded persons, intoxicated persons)

Plant Protection Officer Duties:

• Ensuring only authorised persons are permitted to enter a site or facility; all visits are logged and recorded
• Issuing and recovering access cards in accordance with procedures
• Ensuring that entrances and exits are clear and unobstructed
• Ensuring that each entrant, personnel, or vehicle, is properly inspected
• Monitoring personnel and vehicles for noncompliance of policies and regulations
• Identifying any third party that may place assets at risk
• Enforcing the security zone and authorized protection protocols to guarantee the safety and effective operation of assets
• Applying governing procedures for the control of keys to all buildings and / or other facilities
• Ensuring all equipment and instrumentation are in working order
• Responding to incidents within the defined levels of responsibility, training, and authority
• Maintaining confidentiality
• Maintaining the appropriate records or documentation as required

Gatehouse Security Officer Duties:

• Ensuring assigned areas, buildings, doors, and garages are secure
• Being on the lookout for internal and external security breaches and or suspicious persons
• Responding to directions from control or gatehouse security officers to attend to suspected breaches and activated alarms
• Providing a visual security presence
• Patrolling assigned area including garages and other parking areas, checks for suspicious occurrences and enforces parking rules and regulations
• Opening and closing facility, ensuring that users have left the premises
• Reporting security and general maintenance problems to the proper authorities
• Maintaining security and safety for assigned area
• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Visually check visitors, contractors, and employees for authority to enter
• Visually check vehicles, including boot, internal compartment etc.
• Log in and out any vehicles that enter the premises
• Allocate infringement notices

Roving Patrol Duties:

• Perform routine site opening prior to business hours and securing of site at the end of business hours
• Lock and unlock doors as per response to customer or emergency services requests
• Perform routine patrols of a site and ensure that site monitoring equipment records patrol activity (i.e Use of keypads to access patrol areas or Uniguard)
• (Site dependent) Mobile patrol – drive a vehicle throughout site, stopping at various buildings to patrol. Includes walking, possible stair climbing and in / out transferring from vehicle
• Identification checks during patrol
• Assisting contractors on site to a specific location and monitoring their activity if required
• Handling face to face and telephone enquiries if required
• Driving or walking short distances to meet emergency services if required
• Writing reports and completing logbooks intermittently throughout shift
• (Site Dependent) On rare occasions, patrolling officers may be required to manage a violent situation. If required using telephone / radio in an emergency, on rare occasions required to chase or restrain an individual

Static Security Duties:

• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Protecting the premises, employees, contractor and visitors
• Vigilance and alertness towards achieving “protections and deterrence”

Screening Officer Duties:

• Passenger screening point –
• At Front loading carry out divesting of Aerosols and computers.
• Conducting and identifying potential threats through X-ray screening
• Conducting Bag search and Frisk search as and where needed
• Guiding passengers through the Walk-through metal detector screening
• Performing handheld metal detector screening
• ETD screening
• Checked baggage screening –
• Monitoring and screening baggage through Xray screening
• Conducting Level 3, 4 and 5 screening.
• Loading dock screening –
• Monitoring and conducting Xray screening
• Monitoring Walk through metal detector screening
• Performing handheld metal detector screening
• ETD screening
• Control Room –
• VIC pass processing and control
• Ramp Access control
• Performing Mobile Guard duties from time to time as required
• Security Ramp access –
• Guiding and facilitating Walk through metal Detector search
• Performing Handheld metal detector search
• Identification checks through ASIC check/ ID check
• Aviation Cargo Screening – Xray Screening.
• Static Guarding within Aviation Environment

Hospital Guard Duties (Emergency Response Team):

• Control Room Duties (Refer to Control Room Duties section)
• Roving Patrol Duties (Refer to Roving Patrol Duties section)
• Enforcement of hospital by-laws
• Issuing of infringement notices
• Assist clinical staff in managing behaviours of concern
• Assist clinical staff in the physical management of aggressive incidents
• Responding to Emergency Response incidents
• Testing of fire detection and suppression systems
• Staff escorts (by foot / vehicle)
• Participating in emergency response scenarios

Hospital Guard Duties (Patient Minding):

• Remain within visual and auditory observation range of the patient with consideration to privacy /dignity of the patient
• Reporting to nurse / Emergency Response Team any behaviours of concerns as required
• Ensuring no dangerous items are available to the patient
• Referring any clinical matters to nursing staff
• Recording observations regularly (via MR13- Guard Record)
• Escort the patient within the department
• Ensure individual, staff, patient, and general public safety at all times
• Requesting assistance for interventions outside of their scope of practice
• May be required to provide assistance to staff / patient / general public is aggressive incidents, if safe to do so
• Ensure patient remains with designated areas of the hospital
• Updates of any patient movement to the Control Room Operator

How to apply
MSS Security is an Equal Opportunity Employer. We value the unique backgrounds, experiences and contributions of each person and encourage and celebrate diversity. We are proud to be certified by the Workplace Gender Equality Agency, a partner and supporter of Veterans employment and honoured to have an endorsed REFLECT Reconciliation Action Plan.
Click APPLY to complete your application and you will be prompted to answer a few simple questions and upload your cover letter and CV.
To give yourself the best opportunity to progress your application, please outline in your cover letter how your skills and experience meet the role requirements.
Thanks for taking the time to consider MSS as a future employer and we look forward to hearing from you.

General Security Duties:

• Reading, understanding and signing off on specific site requirements
• Seeking additional information and training where unsure of any requirement
• Reporting any differences between SOPs and actual daily activities
• Ensuring presentation and attitude are at a high standard
• Providing exceptional customer service at all times
• Providing information, directions, and other information as required either in person or via the telephone
• Identifying and rectifying issues
• Ensuring specified service levels are maintained
• Maintaining logs and records of occurrences, completing necessary paperwork, and using computer terminal to input and retrieve data
• Any additional duties as requested by Managemen

Control Room Guard Duties:

• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Ensuring only authorised persons are on the site
• Monitoring CCTV footage and actioning breach situations appropriately
• Directing roving security officers to respond to alarms and take appropriate action
• Using computerised access control systems as required
• Assisting contractors on site
• Handling face to face and telephone enquiries
• Driving short distances to meet Fire Brigade if necessary
• Writing reports and completing logbooks intermittently throughout shift
• Verbally reporting to site manage

Gaming Entry Points Security Duties:

• Greeting customers with enthusiasm and pride
• Initiating interaction with customers
• Demonstrating a good understanding of products, policies, and site layout
• Responding to customer queries and complaints in a timely and professional manner
• Being open and approachable, displaying positive and welcoming body language
• Acting as a host and making the customer feel welcome
• Anticipating customer needs and delivering proactive customer service
• Being visible at the entry point
• Responding promptly to First Aid Requests
• Providing assistance to the Public
• Monitoring Patrons
• Vigilance and alertness towards achieving “protections and deterrence” by monitoring activity
• Pleasant, courteous and helpful to clients, staff, and customers at all times
• Minors (Ensure minors do not enter the gaming floor as per Casino Control Act 1991 section 84)
• Excluded Persons (Officers must be diligent in trying to identify excluded persons from entering the gaming floor)
• Refusing entry where warranted (Minors, excluded persons, intoxicated persons

Plant Protection Officer Duties:

• Ensuring only authorised persons are permitted to enter a site or facility; all visits are logged and recorded
• Issuing and recovering access cards in accordance with procedures
• Ensuring that entrances and exits are clear and unobstructed
• Ensuring that each entrant, personnel, or vehicle, is properly inspected
• Monitoring personnel and vehicles for noncompliance of policies and regulations
• Identifying any third party that may place assets at risk
• Enforcing the security zone and authorized protection protocols to guarantee the safety and effective operation of assets
• Applying governing procedures for the control of keys to all buildings and / or other facilities
• Ensuring all equipment and instrumentation are in working order
• Responding to incidents within the defined levels of responsibility, training, and authority
• Maintaining confidentiality
• Maintaining the appropriate records or documentation as require

Gatehouse Security Officer Duties:

• Ensuring assigned areas, buildings, doors, and garages are secure
• Being on the lookout for internal and external security breaches and or suspicious persons
• Responding to directions from control or gatehouse security officers to attend to suspected breaches and activated alarms
• Providing a visual security presence
• Patrolling assigned area including garages and other parking areas, checks for suspicious occurrences and enforces parking rules and regulations
• Opening and closing facility, ensuring that users have left the premises
• Reporting security and general maintenance problems to the proper authorities
• Maintaining security and safety for assigned area
• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Visually check visitors, contractors, and employees for authority to enter
• Visually check vehicles, including boot, internal compartment etc.
• Log in and out any vehicles that enter the premises
• Allocate infringement notice

Roving Patrol Duties:

• Perform routine site opening prior to business hours and securing of site at the end of business hours
• Lock and unlock doors as per response to customer or emergency services requests
• Perform routine patrols of a site and ensure that site monitoring equipment records patrol activity (i.e Use of keypads to access patrol areas or Uniguard)
• (Site dependent) Mobile patrol – drive a vehicle throughout site, stopping at various buildings to patrol. Includes walking, possible stair climbing and in / out transferring from vehicle
• Identification checks during patrol
• Assisting contractors on site to a specific location and monitoring their activity if required
• Handling face to face and telephone enquiries if required
• Driving or walking short distances to meet emergency services if required
• Writing reports and completing logbooks intermittently throughout shift
• (Site Dependent) On rare occasions, patrolling officers may be required to manage a violent situation. If required using telephone / radio in an emergency, on rare occasions required to chase or restrain an individua

Static Security Duties:

• Maintaining focus and observing the activities associated with asset protection
• Using appropriate methods of communication (e.g. radio, phone, log books) to report incidents and issues
• Ensuring that with knowledge of the client site and requirements, any out of the ordinary events are identified and actioned
• Protecting the premises, employees, contractor and visitors
• Vigilance and alertness towards achieving “protections and deterrence

Screening Officer Duties:

• Passenger screening point –
• At Front loading carry out divesting of Aerosols and computers.
• Conducting and identifying potential threats through X-ray screening
• Conducting Bag search and Frisk search as and where needed
• Guiding passengers through the Walk-through metal detector screening
• Performing handheld metal detector screening
• ETD screening
• Checked baggage screening –
• Monitoring and screening baggage through Xray screening
• Conducting Level 3, 4 and 5 screening.
• Loading dock screening –
• Monitoring and conducting Xray screening
• Monitoring Walk through metal detector screening
• Performing handheld metal detector screening
• ETD screening
• Control Room –
• VIC pass processing and control
• Ramp Access control
• Performing Mobile Guard duties from time to time as required
• Security Ramp access –
• Guiding and facilitating Walk through metal Detector search
• Performing Handheld metal detector search
• Identification checks through ASIC check/ ID check
• Aviation Cargo Screening – Xray Screening.
• Static Guarding within Aviation Environmen

Hospital Guard Duties (Emergency Response Team):

• Control Room Duties (Refer to Control Room Duties section)
• Roving Patrol Duties (Refer to Roving Patrol Duties section)
• Enforcement of hospital by-laws
• Issuing of infringement notices
• Assist clinical staff in managing behaviours of concern
• Assist clinical staff in the physical management of aggressive incidents
• Responding to Emergency Response incidents
• Testing of fire detection and suppression systems
• Staff escorts (by foot / vehicle)
• Participating in emergency response scenario

Hospital Guard Duties (Patient Minding):

• Remain within visual and auditory observation range of the patient with consideration to privacy /dignity of the patient
• Reporting to nurse / Emergency Response Team any behaviours of concerns as required
• Ensuring no dangerous items are available to the patient
• Referring any clinical matters to nursing staff
• Recording observations regularly (via MR13- Guard Record)
• Escort the patient within the department
• Ensure individual, staff, patient, and general public safety at all times
• Requesting assistance for interventions outside of their scope of practice
• May be required to provide assistance to staff / patient / general public is aggressive incidents, if safe to do so
• Ensure patient remains with designated areas of the hospital
• Updates of any patient movement to the Control Room Operato