Good control room operator training is essential

The importance of staff training can never be underestimated. The Security Industry Authority has set licensing requirements for contract security officers monitoring public spaces. There also remains a requirement under the Data Protection Act 1998 to have staff trained.

Effective training may be bought-in from a number of providers and at a variety of levels. There are formal qualifications available in the shape of ASET, BTec, City & Guilds and National Open College Network certificates on top of many independent courses.

As a brief guide, staff should be trained in the following areas:

• General - theory of surveillance, Control room layout and facilities, organisation structure and staffing policies, security screening, etc;
• Use of equipment - familiarisation of equipment, fault procedures, maintenance policy and the setting up of equipment for optimum use;
• operation of CCTV and other equipment in the Control Room - the set up and control of cameras, recording equipment and any other CCTV equipment, computer operation, radios and telephone systems;
• Proactive monitoring of CCTV - techniques for surveillance, identifying suspicious behaviour, tracking subjects, identifying risk areas and incidents versus occurrences;
• Reactive monitoring of CCTV - methods of searching for evidence, picture detail of incidents, procedures for handling incidents and evidence and priority areas;
• Areas of knowledge - the local geographical area, patterns of vehicle and person movements in those areas covered, risk areas and how to deal with other agencies (including the police service and the local council);
• Administration - form management, types of records in use, image management, audit trails, complaints and staff discipline policies, working times and shift patterns, etc;
• Health and Safety - basic Health and Safety rules, First Aid, emergency procedures and stress management;
• CCTV and the law - an understanding of all legislation pertaining to CCTV, the ethical use of cameras and privacy rights.