JOB
General Summary: The Rapid Response Coordinator serves as BREC’s centralized operational communications and response specialist. This position receives, evaluates, documents, monitors, and coordinates requests, incidents, alarms, service inquiries, operational events, and public safety-related concerns from the public, staff, automated systems, and external partners. The Rapid Response Coordinator serves as the agency’s first point of contact and operational bridge between customers, departments, public safety partners, field personnel, and support teams. This role combines professional customer service, call center intake, service request documentation, incident triage, alarm monitoring, surveillance review, access control coordination, and timely communication across multiple channels in a fast-paced, service-level-driven environment. EXAMPLE OF DUTIES
Education Required: High school diploma or Equivalent
Preferred: Associate's degree from an accredited college or university
Area of Study (Major) Preferred: Criminal Justice, Computer Technology, Public Administration, Business Administration, Communications, Emergency Management, or a closely related field
Certification(s) Required:I– None II– Customer Service, Communications, or Business III- Certified Call Center Associate (CCCA), Certified Call Center Manager (CCCM), Customer Service Rep Certification (HDI-CSR), or similar
Preferred:
I – Customer Service, Communications, or Business II – Emergency communications training, dispatch training, incident management training, or other related certification III –Physical Security Professional (PSP), Certified Protection Professional (CPP)
License(s) Required: Valid LA Driver's License
Years Relevant Work Experience Required: I – One (1) year of experience in customer service, call center operations, dispatch, help desk support, security/alarm monitoring, fire life safety, public safety, or another fast-paced service coordination environment II – Three (3) years of experience in customer service, call center operations, dispatch, help desk support, security/alarm monitoring, fire life safety, public safety, or another fast-paced service coordination environment III – Five (5) years of experience in customer service, call center operations, dispatch, help desk support, security/alarm monitoring, fire life safety, public safety, or another fast-paced service coordination environment
Preferred:
I – Two (2) years of experience in customer service, call center operations, dispatch, help desk support, security/alarm monitoring, fire life safety, public safety, or another fast-paced service coordination environment II – Four (4) years of experience in customer service, call center operations, dispatch, help desk support, security/alarm monitoring, fire life safety, public safety, or another fast-paced service coordination environment III – Six (6) or more years of related experience in customer service, call center operations, public safety coordination, security monitoring, service desk operations, dispatch, incident response, or operational communications
Knowledge, Skills, and Abilities:
Rapid Response Coordinator I
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Ability to serve as a professional, courteous, and reliable first point of contact for the public, BREC staff, departments, vendors, contractors, law enforcement, and external partners.
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Demonstrated reliability and dependability, including consistent attendance, punctuality, and adherence to assigned work schedules.
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Ability to perform duties in an ethical, professional, unbiased, and confidential manner.
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Ability to successfully pass a background check.
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Ability to follow established procedures, workflows, escalation protocols, call handling standards, and service-level expectations in a fast-paced environment.
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Ability to learn and effectively use Rapid Response platforms, ticketing systems, dashboards, surveillance systems, video management systems, access control systems, incident reporting tools, and other operational technologies.
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Basic proficiency with Windows, Microsoft Office, email, telephone systems, ticketing systems, customer service platforms, and general office technology.
Rapid Response Coordinator II
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General familiarity with security systems, including closed-circuit television, access control, intrusion alarms, fire alarm systems, and automated alerting platforms.
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Knowledge of customer service best practices, incident response procedures, documentation standards, basic risk awareness, and confidentiality requirements.
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Ability to receive, evaluate, document, route, monitor, and follow up on service requests, inquiries, complaints, incidents, alarms, and operational events.
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Ability to detect irregular activity, unusual behavior, safety concerns, security issues, alarm conditions, operational concerns, or suspicious patterns using available information and authorized monitoring tools.
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Ability to establish and maintain positive and effective working relationships with coworkers, patrons, community groups, public safety partners, vendors, and the general public.
Rapid Response Coordinator III
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Ability to work independently with strong attention to detail, accuracy, confidentiality, and follow-through.
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Ability to observe situations analytically and objectively and react quickly and calmly in urgent or emergency situations.
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Ability to manage high volumes of calls, emails, text messages, web requests, tickets, system alerts, and operational notifications while maintaining professionalism and quality standards.
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Ability to prioritize tasks, assess urgency, identify routine versus critical situations, and escalate issues appropriately.
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Strong verbal and written communication skills, including the ability to clearly document incidents, service requests, observations, timestamps, actions taken, and next steps.
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Ability to coordinate with internal departments, field personnel, contractors, public safety partners, and leadership to support timely resolution of issues.
SUPPLEMENTAL INFORMATION
Day/Hours Worked: Full-time position; schedule may vary within a framework of up to eight (8) hours per day, five (5) days per week, or as assigned to support Rapid Response coverage needs. Some evening, weekend, early morning, holiday, or special event work may be required. During peak seasons, major incidents, or operational events, hours may exceed forty (40) hours per week, with the possibility of overtime.
Resumes will not be accepted in lieu of a completed application. You must include all relevant education and experience on your official BREC online application or it will be deemed incomplete and you will be ineligible for this vacancy. Complete each section of this application (i.e. work experience, education, etc.) to demonstrate that you meet the eligibility and minimum qualification requirements described in this announcement.
An offer of employment is contingent on passing a pre-employment criminal background check, Motor Vehicle Records check, drug screen, and physical.
