Duty Pro

What is a Duty Pro?

The Duty Pro is the person who communicates between Managers and Field Staff who are out on site. The overall objective of this position is to support management in its efforts to provide consistent, excellent service to Intelligarde clients. Duty Pros are expected to relay important information between field staff and management and provide follow up on action items. Duty Pros are relied upon to be proactive by identifying ways to improve service for clients and improve morale amongst the field staff.   They are to balance the roles of mentor and guide so that field staff are supported in their skills development but also are clear about company expectations and protocol. Documentation is an essential part of this position and all reports, summaries and evaluations must be completed on a timely basis.

What are the responsibilities of a Duty Pro?

On a day-to-day basis, a Duty Pro can expect to be responsible for the following things:
  • Following and enforcing the company Health and Safety Plan as well as the Occupational Health and Safety Code.
  • Coaching and following up with employees to ensure customer service is effectively delivered.
  • Coordinating activities with other work units or departments
  • Completing performance reviews and discipline when necessary
  • Performing and submitting probationary reviews
  • Visiting and mentoring new employees
  • Training staff on job duties, Entermo and two-way radio safety procedures and company policies
  • Reviewing employees’ reports and memo books to ensure quality standards are met.
  • Maintaining statistics on a monthly basis for each account assigned.
  • Responding to client complaints verbally and/or in writing, and forward complaints to the Client Services Manager.
  • Providing the COO, Operations and Quality Assurance Manager with complaint/resolution summaries on a regular basis
  • Ensuring that site Officers receive up to date and relevant information regarding company related issues
  • Resolving work related problems when possible, and reporting any infractions to the Management Team
  • Conducting spot checks on sites assigned to ensure that company and client policies and rules are being adhered to.

What skills or qualifications make a good fit for a Duty Pro?

  • In addition to managing their specific operational city segments Duty PRO’s must be fully capable of stepping into any company area for an emergency period.
  • Ability to complete tasks within deadlines and under pressure
  • Excellent written and verbal (in person, on phone, and via two way radio) communications skills
  • Good keyboarding skills and a working knowledge of Microsoft Office
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