Common Mistakes and How to Avoid Them
Even the most experienced Security Control Room (SCR) Operators can make mistakes under pressure. Some errors might seem small at the time, but in reality, they can damage investigations, compromise safety, and even cost an operator their SIA licence. By understanding common mistakes and learning how to avoid them, you will build confidence, maintain compliance with standards, and enhance your professionalism in the workplace.
Mistake 1: Poor Communication
Clear, concise, and accurate communication is at the heart of effective control room operations. A delayed or confusing radio call can mean the wrong response, or worse, no response at all.
Example: During an evacuation, an operator reported “smoke on level two” without specifying the building zone. This created confusion for responding officers and wasted valuable time.
How to Avoid It:
Always use plain language, not jargon.
Confirm critical details like location, time, and threat type.
Follow recognised communication protocols, such as “who you are, where you are, what the issue is.”
Mistake 2: Incomplete or Inaccurate Logging
Logs are not just paperwork, they are legal documents. Missing details can lead to evidence being challenged in court, or incidents being mismanaged.
Example: In one UK case, CCTV logs were missing exact times, which meant the evidence was ruled unreliable in court. The suspect was not convicted, even though footage existed.
How to Avoid It:
Time-stamp every entry accurately.
Use factual, objective language, not personal opinions.
Double-check your notes for clarity and accuracy.
Mistake 3: Over-Reliance on Technology
Modern SCRs depend on CCTV, access control systems, and alarms. However, if operators assume the technology never fails, they risk missing the bigger picture.
Example: A London site relied entirely on automated alarms during a fire incident. The system malfunctioned, delaying evacuation. An observant operator could have spotted the problem earlier through CCTV monitoring.
How to Avoid It:
Regularly check system performance.
Always be prepared to revert to manual procedures.
Keep printed evacuation maps, contact lists, and emergency procedures as backups.
Mistake 4: Losing Situational Awareness
It is easy to focus on one camera feed or one phone call and forget the bigger picture. This tunnel vision can create blind spots.
Example: During a protest in a UK city, an operator concentrated on one aggressive crowd member while missing another group breaching a side entrance.
How to Avoid It:
Continuously scan all available information sources.
Share tasks with colleagues to reduce overload.
Use checklists to ensure you do not forget key monitoring points.
Mistake 5: Failing to Stay Calm Under Pressure
Stressful incidents can cause panic, leading to rushed decisions or poor communication. Remember, your tone and clarity can influence others.
Example: In a workplace evacuation, an operator shouted instructions over the radio, causing panic among staff who overheard.
How to Avoid It:
Practise calm, steady communication during drills.
Focus on one clear instruction at a time.
Take a deep breath before giving critical directions.
Mistake 6: Ignoring Post-Incident Learning
After an incident, some operators simply “move on” without reflecting. This wastes opportunities to improve.
Example: A site experienced repeated false alarms, but because no debrief took place, the root cause was never fixed. Staff continued to waste time and resources.
How to Avoid It:
Take part in debriefs after incidents.
Share honest feedback with your team.
Apply lessons learned to strengthen future performance.
Key Considerations for SCR Operators
Accuracy builds trust: Your reports, logs, and communications must be reliable.
Preparedness is protection: Drills and training give you confidence during the real thing.
Responsibility is serious: Every mistake can have legal, operational, and safety consequences.
Learning never stops: Treat every incident as training for the next.
Did You Know?
According to the SIA, one of the most common licence suspensions is due to poor handling of information or evidence.
Studies show that in high-pressure situations, clear communication can cut response times by up to 35%, making the role of the control room operator critical.
Scenario for Reflection
You are monitoring the control room during a busy afternoon. Suddenly, the intruder alarm triggers, at the same time you receive a phone call reporting suspicious activity outside. You focus only on the alarm and miss key details from the caller.
What mistake have you made?
How should you have handled both reports?
What procedure could you put in place to prevent this in the future?
Closing Insights: How to Stay Ahead
Mistakes in the Security Control Room can have serious consequences, but they are also preventable. By staying vigilant, keeping communication clear, logging accurately, preparing for system failures, and reflecting after every incident, you can avoid the most common pitfalls. Compliance with UK standards such as the SIA, ACS, BSI, and NSI ensures that your role is carried out professionally, legally, and effectively. Remember, every decision you make in the control room has an impact on safety, evidence, and public trust.
