The NOCN-approved programme was developed following a review of the activities at the MiTec Technology Centre to further develop the Control Room team and raise their skill levels while also introducing a formal development programme.
MITIE has developed 12 modules for the new programme, working in conjunction with Jigsaw Training. The training is aimed at both operators and team supervisors.
Modules are focused on the following subject areas:
- Understanding behaviour
- Internal and external service
- Telephone technique
- Verbal and non-verbal communication
- Assertiveness and handling aggressive behaviour
- Written communication
- Incident control, co-ordination and observational skills
- Leading and managing people
- Managing rotas, holidays, sickness and absence
- Objective setting, motivating the team and delivering constructive feedback
- Team leader as coach and mentor
- Managing individual and team performance
Operators will complete the first seven modules and supervisors are required to study all 12.
The programme is exclusive to the FTSE250 strategic outsourcing and energy services company, and builds on the successful launch of MiTec (MITIE’s BS 5979 Cat II ARC Technology Centre in April 2011), in turn continuing to position the Centre at the forefront of the security sector.
Commitment to developing MITIE TSM’s people
Bob Forsyth, managing director of MITIE Total Security Management (TSM), said: “The Control Room excellence programme is a great initiative for the TSM business and for raising standards across the security industry in general. We’re committed to developing our people and offering them career enhancing programmes to motivate them and engender loyalty.”
Importantly, Forsyth stressed: “Our people are our greatest asset, and we’re pleased to be able to offer our Control Room operatives and supervisors this unique opportunity for personal career development.”
The first intake on the new course is timed for September after the Olympic Games and main holiday period have passed.
12 delegates will start the initial programme: six from MiTec and six from client Control Rooms operated by MITIE’s TSM business.