Job Title: Crisis & Kidnapping Support Desk
Company: Fidelity Services Group
Location: Johannesburg, Gauteng
Job type: Permanent
Closing Date: 15 MAY 2026
Operational Environment: 24/7 Shift-Based Command Centre
Job description
The National Command and Risk Centre (NCRC) Operator manages and coordinates high-pressure security emergencies such as kidnapping, extortion, and other important occurrences. The position necessitates calm, controlled decision-making, rigorous adherence to SOPs, precise information management, and professional interactions with distraught clients and families.
This is not a typical monitoring position. Operators are trusted to execute under duress and make direct contributions to life-safety results.
Requirements
- Matric (tertiary qualification is preferable)
- Proven expertise in control rooms and operational situations.
- Strong verbal and written communication abilities.
- High level of computer knowledge and the ability to deal with numerous systems
- Be willing to work in a 24/7 shift environment.
- High ethical standards and a clear disciplinary record
Key Responsibilities
- Monitor real-time notifications, tracking platforms, and geofence activation.
- Receive and handle high-stress incoming calls from customers and family members.
- Keep precise, time-stamped incident logs and evidence records.
- Control the information flow during critical and developing crises.
- Apply escalation mechanisms accurately and without delay.
- Support the command staff, intelligence units, and specialty reaction teams.
- Maintain rigorous secrecy, ethical behavior, and documentation discipline.
Operational Expectations
Operators must be comfortable working long shifts, including evenings and weekends, as well as dealing with emotionally sensitive situations for lengthy periods of time. Under long-term strain, the function requires attention, perseverance, consistency, and professionalism.
Ideal Background
- Security or emergency control room operations
- National or regional command Centre environments
- SOC, NOC, intelligence, or operations roles
- Emergency services dispatch or coordination
- Aviation, logistics, or other high-reliability operational environments
Selection Process
Shortlisted applicants will go through a structured interview process before participating in a live operating simulation designed to evaluate decision-making, communication, and SOP compliance under pressure.