Senior Security Console Room Operator

Date: Feb 12, 2019

Location: Erie, PA, US, 16530

Job requisition: 13368
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Division or Field Office:

Corporate Services Division

Department of Position: Corporate Security Department 

Work from:

Corporate Office in Erie, PA


At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

Under minimal supervision, maintains and operates a 24 hours/7 days a week security and fire/life safety command center.  Operates and monitors ERIE’s critical technical security and fire/life safety systems for the home office complex and designated field offices.  Provides a leadership role with the system support for the daily operation and maintenance of all the involved security console room systems including the administration of ERIE’s emergency communication systems. 


  • There are two (2) positions available
  • The selected candidates will work from our Corporate Office in Erie, PA

Duties and Responsibilities

Monitors the operation of all the Facilities Security Console Room systems including; fire/life safety, card access, physical security, hybrid digital video (CCTV), building heating and ventilation (HVAC) and all related proprietary systems and databases.


Maintains and applies an in-depth operational knowledge of ERIE’s technical security and fire/life safety systems within a complex multifaceted system based environment.  Assists with the maintenance and updates for all Standard Operating Guidelines (SOG).


Functions as a senior operator of the licensed 24 hours/ 7 days a week emergency command center for all fire and security alarms for the Home Office complex and designated field and remote offices.  Follows established protocols, operational procedures, and guidelines for all alarm responses as required.  Dispatches both internal security officers and all responding external emergency agencies for all fire and security alarms. Responsible for initiating all in-house notifications to all required emergency responder(s) and involved management personnel.


Follows established guidelines and procedures, actively operates and monitors The ERIE’s digital video surveillance CCTV system.  Engages proactive security principles to utilize the CCTV system to enhance the over-all safety, security, and protection of The ERIE’s employees and its assets. 


Follows established guidelines and procedures, actively operates and monitors The ERIE’s card access/security system for access control and security alarm monitoring for the Home Office and designated Field Offices.


Monitors and answers all Home Office and designated Field Office emergency employee phones, duress alarm locations, intercom stations, video intercom locations. Formally initiates response to all emergency situations and requests for assistance according to established procedures and guidelines.


Assists with the implementation of the established crisis event response plans, following all policies and procedures related to fire alarms, security breaches, criminal offenses, injuries and accidents or all other improprieties or emergency events. Assists with the administration of all emergency communication and notification systems.  Works with all public authorities as required.


Coordinates all system related problems with the appropriate Advanced Technical Security Systems team members.  Assists senior technical staff with problem resolutions and makes certain that all escalation procedures are followed.  Ensures all Console Room system problems are properly documented following existing standards and protocols.


Works with Advanced Technical Security Systems team members on the development of training programs and applications for all related security systems, fire/life safety systems, and Console Room operations.  Assists with the training for all new security console room operators and conducts training sessions as directed.   



Duties and Responsibilities (cont'd if applicable)

Operates as the first point of contact for enterprise wide emergency events and communications between both internal and external parties involving all associated activities.  Becomes the central point of communication for both the EOC and external emergency agencies. Acts as a liaison between the Police, Fire, 911 Dispatch Centers, and all related emergency departments.


Leads the preparation of the required documentation and reports for all security related incidents, including for all emergency and/or security related matters.  Works to produce and maintain the continuity of all detailed records or evidential material required in a clear, concise, legible format.  This can include incident logs, complaint reports, video archive operations and all other related documentation.


Assists with the operation, maintenance, and implementation of The ERIE’s access/ID badging and Visitor Management systems.


Assists the Supervisor managing the daily operations of all security console room activities and duties; including; access control, visitor management, radio dispatch, answering the phone, active alarm monitoring, fire system control operations, and scheduling of personnel.


Ability To Learn And Follow Procedures

Ability To Maintain Composure

Ability to Manage Complexity

Detail Orientation

Developing And Maintaining Relationships

Interpersonal Communication

Job-Specific Knowledge

Oral Communication

Problem Analysis

Service Orientation

Stress Tolerance

Switching Tasks


High school diploma or GED required.  Bachelor’s degree in a related field preferred. Six years experience working with security systems, card access systems, digital video systems, fire/life safety systems, or related experience required. Experience working as part of an emergency command center, and/or security surveillance system environment preferred.  Advanced knowledge of the Windows Operating systems, Microsoft Office, database, spreadsheet and report writing software required. Familiarity and understanding of security and fire/life safety policies, codes, and practices preferred. Current Board certifications with NIMS, emergency management, or emergency telecommunications

Physical Requirements

Climbing; Rarely

Driving; Occasional (<20%)

Lifting 0-20 lbs; Occasional (<20%)

Lifting 20-50 lbs; Occasional (<20%)

Lifting Over 50 lbs; Rarely

Manual Keying/Data Entry; Frequent (50-80%)

Pushing/Pulling; Rarely

Nearest Major Market: Erie

Job Segment: Telecom, Telecommunications, Database, Technology

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