Alarm Dispatcher and Responder- 2nd Shift

#ADS25

Job Summary:

The Central Station Operator & Runner is a dual role responsible for monitoring and responding to alarm signals while also providing on-site support for customers enrolled in the Runner Response Service. As a Central Station Operator, duties include verifying alarm signals, notifying authorities or key holders, assisting customers with system testing, troubleshooting technical issues, and maintaining accurate logs. Operators also coordinate with service teams, dispatch technicians, and ensure compliance with company policies and procedures.

As a Runner, responsibilities involve conducting perimeter and interior checks, verifying security threats, granting emergency personnel access, and resetting alarm panels when necessary. Runners support Central Station by answering calls, maintaining key inventory, and assisting with administrative tasks when not on active calls. This position requires strict adherence to safety protocols, punctuality, and the ability to work in various weather conditions while complying with traffic laws.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer

Essential Functions and Responsibilities:

Operator:

• Respond promptly and accurately to alarm signals.
• Verify authorized users comply with company standards.
• Notify appropriate authorities or key holders when necessary.
• Contact customers to test systems when their systems are late to test.
• Take systems out of service for testing and repairs.
• Work with service teams and installers to confirm proper signal reception.
• Enter opening/closing schedules and zone descriptions.
• Check receivers for proper times, do backup tape daily, and verify incoming activity for the Stealth logger, raw data, and receivers.
• Inventory customer runner keys once a shift.
• Report phone line issues and track resolution with service providers.
• Notify the Fire Department if a commercial fire alarm is out of service for more than 8 hours.
• Monitor and address the "unrestored" report each shift.
• Track and verify systems that are out of service.
• Work with the fire testers to verify signals as needed.
• Conduct weekly tests on gas and diesel generators and monthly UPS battery tests.
• Update call list and offer basic technical support for customers as needed.
• Manage service logs and dispatch technicians after hours. Printing and mailing activity reports for subscribing customers.
• Dispatch ADS Runners as needed (if applicable).
• Must be responsible for working assigned shift; arrive five minutes before and stay five minutes after scheduled shifts.
• Arrive five minutes before and stay five minutes after scheduled shifts.
• In emergency situations, assist during emergencies or high signal traffic situations.
• Follow all company rules and regulations as listed in the ADS Employee Handbook.
• Responsible for onsite duties as assigned.
• Adhere to all company policies and procedures.
• Other duties as assigned by management.

Runner:

•  Respond promptly to alarms for customers enrolled in the Runner Response Service.
• Conduct perimeter checks to identify open or broken doors/windows when police are not present.
• Use of a 6’ or higher ladder if needed to reach device
• Perform an interior search of the building to determine the cause of the alarm.
• Recognize when to wait for police and refrain from attempting to capture or chase a burglar.
• Verify fire trouble signals for the cause and ensure accurate reporting.
• Schedule service calls for technical issues and report any problems found.
• Allow access to the Fire Department to look for smoke. 
• Reset alarm panels or call for service assistance if unable to reset the panel.
• Assist Central Station Operators with answering phones and completing other clerical duties when not on active runner calls.
• Maintain runner keys and alarm codes, ensuring they are accurate and organized.
• Meet with new runner accounts to document lockbox locations, test keys, and update alarm codes.
• Retrieve keys and lockboxes from Central Station when accounts are disconnected and return them appropriately.
• Clean and organize the Battery Room and Runner vehicle to ensure all tools and equipment are in working order. 
• Refer to the Runners Daily Check Sheet to complete assigned tasks and responsibilities.
• Must be prepared to work in all weather conditions.
• Follow all company rules and regulations as listed in the current ADS Employee Handbook
• Follow all traffic laws, including speed limits and traffic signals, when responding to alarms. They are not required or asked to exceed limits or violate traffic laws to rush to a customer location
• Responsible for onsite duties as assigned
• Must be punctual and adhere to attendance standards 
• Other duties as assigned by management

 Education/Experience:

• High School Education or equivalent is required
• Previous customer service experience is required 
• Previous dispatching experience is highly preferred

 Knowledge/Skills/Abilities:

• Proficiency in Microsoft Office.
• Basic computer skills for operating monitoring software, data entry, and communication tools.
• Ability to multi-task while handling multiple signals, reports, and customer interactions.
• Customer service skills to provide professional and courteous support to clients and key stakeholders.
• Effective problem-solving and decision-making skills in high-pressure situations.
• Organization, time management, and attention to detail.
• Strong attention to detail for accurate monitoring, reporting, and documentation
• Work independently and collaboratively in a fast-paced environment.
• Must be able to listen and ascertain relevant information quickly and accurately.
• Maintain confidentiality and professionalism in handling sensitive security information.
• Adapt to evolving company policies, procedures, and technology updates.
• Basic knowledge of alarm systems
• Basic service ability
• Hazmat training

Company Benefits:

Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees:

• Medical Insurance with multiple plan options
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Parental Leave
• Disability Coverage:
  • Employer-paid Short-Term Disability
  • Optional Long-Term Disability
• 401(k) Plan with tiered employer match
• Paid Time Off (PTO) starting at 3 weeks per year for employees
• Paid Holidays: 8 recognized holidays annually
• Employee & Friends/Family Discounts on security systems and monitoring services
• Pet Insurance Discount
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Company-sponsored events (friends and family welcome!)
• Continuous professional development opportunities
• A fun, positive, and high-energy work environment

Licenses/Certifications:

• Must be able to achieve CSAA Level 1 and Advanced Operator Courses
• Ability to obtain UL2050 certification is highly preferred
• Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation (Illinois employees only)
• Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments

 Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for prolonged periods
• Fine Dexterity
• Talking
• Hearing
• Vision/Color Vision
• Stand
• Walking
• Lifting: 10 – 50lbs
• Carrying: 10 – 50lbs
• Climbing
• Driving a company vehicle
• Stooping
• Kneeling
• Crouching

Work Environment:

Will be in all types of customer locations commercial and residential. This position will have the employee working in all weather conditions. The Central Station is non-smoking office environment. Due to the nature of the job, it is a secure environment with limited access and no windows.

Salary : $20