CCTV operators are based in a technology intensive control room, use some of the most sophisticated technology available today, and need to deliver on huge investments in capital. Yet there are few operators who are extensively familiar with the background and features of the technology that they use.
I still find there are operators on training courses who do not know what the term PTZ stands for, yet they use one everyday. In a world where only a few features of the DVD player, or 20% of the PC word processor options typically get used, one wants to leverage the possibilities of your security system as much as possible.
In the early '80s, operators who were technologically orientated stood out in an industry where there were simply not enough technicians to carry the rapid implementation of large scale systems. These technology savvy operators got involved at an early stage in the technology curve and often ended up as supervisors, or even managers, running the systems. Even now, I find some sites where individual operators play a large part in keeping the system running smoothly, helping out and liaising with maintenance contractors.
Although system maintainers are often in dread of inexperienced people who can do damage interfering in software and other system settings, understanding system technical issues provides a number of benefits.
Firstly, it provides the company with a more informed basis to understand the dynamics of system setup and operations and to provide added insurance that these are in line with customised needs for operational requirements.
Where supervisors know little about the technical setup or implications of the systems, they are totally in the hands of equipment providers. A technical expertise pool also ensures that knowledge of the system is available when one or more key people are on leave.
A critical component is that operators who are technically informed are better able to do system verification and check operations. As the ability to do remote diagnostics increases, having somebody to check things on site can become more rather than less important. Further, fault diagnosis can also be more versatile, informed and in-depth.
Who and why
It is generally not advisable for control room personnel to get involved in directly changing system settings or components. IT departments and system maintainers alike can react strongly to such developments, especially if systems breakdown or malfunction as a result. But understanding the purpose, specifications, reasons for settings, required system components, and suitability to task can often lead to operators identifying specific and practical operational needs and being able to point to aspects relevant to the ongoing operation and upgrading of the system. It can also ensure on some sites that things get fixed faster and better as the control room staff and supervisors ensure that real solutions rather than stopgap measures are implemented. Technical knowledge and awareness also provide a basis for personnel to compare and benchmark their systems and service against the capabilities of other systems. Further, this technical skill base ultimately provides a good basis for identifying personnel suitable for career advancement who can understand and manage the systems of the future.
Dr Craig Donald is a human factors specialist in security and CCTV. He is a director of Leaderware, which provides instruments for the selection of CCTV operators, X-ray screeners and other security personnel in major operations around the world. He also runs CCTV Surveillance Skills and Body Language, and Advanced Surveillance Body Language courses for CCTV operators, supervisors and managers internationally, and consults on CCTV management. He can be contacted on +27 (0)11 787 7811 or [email protected]
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