Security Operations Managers - Rocky and Keryn's Stories
Rocky Pirrottina
Rocky is the General Manager of Hume Protection Group, based in Geelong, Victoria. He’s been working in the security industry for 20 years.
Hume Protection Group specialises in alarm monitoring and response, in patrol, security guard services, crowd control services, alarm installation, and other security work such as cash and armed escorts. They have over 1600 clients on their database. They provide a 24 hour alarm monitoring service with patrol service response.
The security industry has expanded over the last 20 years and become more professional. Hume Protection Group has moved more into electronic security operations recently and are looking to employ technicians to install and service alarms.
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There are lots of career opportunities for men and women interested in joining the security industry. Rocky would like to employ more women because he believes they are more effective at defusing potentially violent situations.
Hume Protection Group regularly runs its own training for staff. Training is delivered on site and new employees are supervised on the job. All new employees are given induction training and full police checks are conducted on all staff.
Rocky loves working in the industry. He enjoys alarm monitoring and responding to situations when alarms go off. He enjoys the thrill of responding to the alarm and getting to a client’s premises as quickly as possible to secure the premises.
Rocky’s first training was in bricklaying. He was also a professional boxer. He joined the security industry over 20 years ago as a bouncer.
Now the industry is changing fast – with the expansion in electronic surveillance, and much more emphasis on preventing incidents and sophisticated technology, Rocky wants to move away from recruiting ‘tough guys’. Now he wants people with technical ability and common sense.
Keryn Congdon
Keryn Congdon is the Surveillance Operations Manager at Burswood Entertainment Complex in Western Australia. The complex consists of a casino, a convention centre, two hotels and an events dome.
Keryn’s role is to manage the surveillance department, which helps to protect the assets of the Burswood Entertainment Complex, the patrons and employees. The term ‘surveillance’ applies specifically to monitoring games in a casino environment. Keryn ensures surveillance monitoring is carried out in accordance with procedures and regulations.
Monitoring of the gaming area is conducted by CCTV, and work in the CCTV control room is divided into security and gaming operations. Control room operators check that all gaming activities are compliant with casino rules and they also detect any cheating or theft. Any incidence of non-compliance is reported by the operator. Coordinating emergency response situations, such as an urgent medical situation or locating a person who’s fled the scene, is an important duty of a control room operator. If an emergency occurs, they monitor the overall incident and act as the contact between security on the gaming floor and with the police and/or ambulance attending the scene. At the same time, they alert personnel of any risks or dangers. Burswood Entertainment Complex can reach a capacity of 25,000 people, so it can become very busy and challenging for operators - it is like monitoring a small town.
Opportunities to meet and work with different people are what Keryn enjoys most about her work. She is in daily communication with her own department as well as other departments, and external organisations such as regulatory bodies, police, suppliers and contractors.
There are two aspects of her work that Keryn finds challenging. The first is setting rosters and finding the right work-life balance for her shift workers, who are often juggling family or study commitments. The second is finding the right staff for surveillance operations. The skills and attributes Keryn looks for are an ability to concentrate and pay attention to detail, multi-tasking, computer and keyboard skills, being able to work under pressure, successfully interpreting body language on CCTV, a positive attitude and a sense of humour. All new operators receive three months on-the-job training, including how to use the specialist software.
Keryn used to work in retail security, but moved to the Burswood Entertainment Complex 24 years ago as a security officer on the gaming floor. Before her current role, which she has held for the past four years, Keryn was a shift manager. Over this time, she acquired gaming skills and a deep understanding of compliance with all relevant legislation. Moving into a management role was a wonderful opportunity, and Keryn finds working at Burswood very rewarding.
Keryn is currently completing a Certificate IV in Security and Risk Management. She has completed a Diploma of Business, Certificate IV in Training and Assessment and Certificates III and IV in Investigations.
Keryn believes electronic security is a great industry, especially for women. The 24-hour roster means there is great flexibility in hours - there’s shift work as well as full- and part-time positions. A person’s career prospects are only limited by their own drive and ambition.
Related Links
Keryn Congdon
(2:26mins - 10.7MB)
Rocky Pirrottina
(1:15mins - 13.7MB)