CONTROL ROOM MANUAL

AIM: To equip Control room Operators with the necessary knowledge and skill in
controlling and monitoring escort operations through the SMS, electronic occurrence
book and the phone.
1. REPORTING ON DUTY
I.
The morning shift starts at 07:00 hours and ends at 19:00 hours while
II.

the night shift starts at 19:00 hours and ends at 07:00 hours.
The outgoing Control room operator must hand over to the incoming

III.

shift by endorsing in the OB provided.

Hand/Takeovers are very important and must STRICTLY be adhered to
for the purpose of accountability and smooth transition. Therefore

IV.
V.

hand overs must be practical and detailed.

Both the handover and the taking over offers must endorse their
signatures in the OB.
Items to hand/takeover;
Whiteboards and Markers
Funds
Instructions
Situations( breakdowns, accidents, delays, incidents)
Equipment( Computers, phones charger pots)
Registers
Booking slips

2. KEY
I.

To ensure

RESPONSIBILITIES
that escort monitoring is

efficiently

done and incidents are

II.

logged on the online intelligence OB system.

Ensure all communications are recorded accurately in the electronic OB

III.

system
Ensure shift reports are done at the end of the shift and escalated to

IV.
V.
VI.

the system administrator

Assist the transporter to comply with escort procedures
Ensure convoy procedures are followed
Inform other members in the convoy if being isolated by other traffic or

VII.

if suspicious about security situation in convoy.

Ensure communications are in order before departure and that all the

drivers contact details are in the convoy contact list

3. ROUTINE DUTIES
I.
The Control Room Operator shall keep the white boards clean and well
II.
III.
IV.

updated as they receive SMSs

They will always check and verify information on the whiteboard
Always communicate with Asset Controller on truck every two(2) hours
Attend to queries relating to the whiteboard activities. Any report
requiring the attention of the Operations Manager or Director must be
brought to their attention. If it is not a sensitive matter, the CRO should

V.
VI.

immediately send a report to the client

Control Room Operators must pay attention to details and leave NO
room for ERROR.YOU MUST RECEIVE AND REPORT FACTS
They will ensure that every incident reported during the shift is

VII.

recorded in the electronic OB

To send breakdowns reports/delays and follow up emails to clients

VIII.

and transporters
Open messages and update them as and when received on the white

IX.
X.

board.
Deployment of vehicles at night
Ensure night static guard has reported for duty by signing in the
guards OB

XI.

XII.

Give

update to the Inspector and

the

Assistant Security Manager

on the

movement of trucks from

copper belt
Asset

to Lusaka
Controllers offences relating

to; false reporting of location, failure to send SMS updates,

abandoning truck, switching off phone, not being available
when required to be on trip, using personal number and
improper dressing
4. QUALITIES OF A CONTROL ROOM OPERATOR
I.
Must be ATTENTIVE to every detail
II.
Must be FIRM, CONFIDENT and must have COMMAND
III.
Must have clear ANSWERS at their fingertips at any given time
IV.
Must constantly stay in TOUCH with ACs on the ground
V.
Must have the KNOWLEDGE and SKILL of his job