The contractor MITIE has launched Command Centre Excellence training, approved by the exam awarding body NOCN. It’s for training of the contract company’s control room operators and supervisors in its total security management (TSM) business. This comes after a review of MITIE’s MiTec control centre, pictured, to further develop the control room staff and give them a formal development programme. MITIE developed 12 modules, working with Jigsaw Training, which is aimed at operators and team supervisors. Modules include:
– Understanding behaviour
– Internal and external service
– Telephone technique
– Verbal and non-verbal communication
– Assertiveness and handling aggressive behaviour
– Written communication
– Incident control, coordination and observational skills
– Leading and managing people
– Managing rotas, holidays, sickness and absence
– Objective setting, motivating the team and delivering constructive
– Team leader as coach and mentor; and
– Managing individual and team performance.
Operators will do the first seven modules and supervisors will do all 12. The firm adds that it’s exclusive to the FTSE250 outsourcing company, and builds on the launch of MiTec, MITIE’s BS 5979 Cat II ARC technology centre in April 2011 in Northern Ireland.
Bob Forsyth, Managing Director for MITIE’s total security management business said: “The control room excellence programme is a great initiative for the TSM business and for raising standards in the security industry generally. We are committed to developing our people and offering them career enhancing programmes to motivate them and engender loyalty. Our people are our greatest asset and we are pleased to offer our control room operatives and supervisors this unique opportunity for development.”
The first intake is timed for September, after the Olympics and summer holidays. A dozen will start; six from MiTec and six from client control rooms operated by MITIE’s TSM business.
