Rapid Response Coordinator

BREC Recreation And Park Commission for the Parish of East Baton Rouge•Baton Rouge, LA

About The Position

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.

Requirements

High school diploma or Equivalent
Valid LA Driver's License
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 (for Coordinator I)
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 (for Coordinator II)
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 (for Coordinator III)
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.
Demonstrated reliability and dependability, including consistent attendance, punctuality, and adherence to assigned work schedules.
Ability to perform duties in an ethical, professional, unbiased, and confidential manner.
Ability to successfully pass a background check.
Ability to follow established procedures, workflows, escalation protocols, call handling standards, and service-level expectations in a fast-paced environment.
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.
Basic proficiency with Windows, Microsoft Office, email, telephone systems, ticketing systems, customer service platforms, and general office technology.
General familiarity with security systems, including closed-circuit television, access control, intrusion alarms, fire alarm systems, and automated alerting platforms.
Knowledge of customer service best practices, incident response procedures, documentation standards, basic risk awareness, and confidentiality requirements.
Ability to receive, evaluate, document, route, monitor, and follow up on service requests, inquiries, complaints, incidents, alarms, and operational events.
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.
Ability to establish and maintain positive and effective working relationships with coworkers, patrons, community groups, public safety partners, vendors, and the general public.
Ability to work independently with strong attention to detail, accuracy, confidentiality, and follow-through.
Ability to observe situations analytically and objectively and react quickly and calmly in urgent or emergency situations.
Ability to manage high volumes of calls, emails, text messages, web requests, tickets, system alerts, and operational notifications while maintaining professionalism and quality standards.
Ability to prioritize tasks, assess urgency, identify routine versus critical situations, and escalate issues appropriately.
Strong verbal and written communication skills, including the ability to clearly document incidents, service requests, observations, timestamps, actions taken, and next steps.
Ability to coordinate with internal departments, field personnel, contractors, public safety partners, and leadership to support timely resolution of issues.

Nice To Haves

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
Certified Call Center Associate (CCCA), Certified Call Center Manager (CCCM), Customer Service Rep Certification (HDI-CSR), or similar (for Coordinator III)
Emergency communications training, dispatch training, incident management training, or other related certification (for Coordinator II)
Physical Security Professional (PSP), Certified Protection Professional (CPP) (for Coordinator III)
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 (for Coordinator I)
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 (for Coordinator II)
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 (for Coordinator III)

Responsibilities

Serve as BREC’s centralized first point of contact for the public, staff, departments, field personnel, contractors, public safety partners, and external stakeholders.
Receive and process calls, emails, text messages, online requests, service inquiries, operational reports, and automated system notifications.
Create, document, classify, route, update, monitor, and close service requests, incident records, alarm events, and related operational tickets in the appropriate system.
Monitor surveillance systems, operational alerts, alarms, and authorized facility or asset monitoring tools through the Rapid Response environment.
Detect, document, and report incidents, suspicious activities, irregular behavior, safety concerns, security issues, complaints, or operational problems in accordance with established procedures.
Receive alarm notifications from monitoring stations, integrated systems, access control systems, surveillance platforms, fire alarm systems, or other operational technologies.
Resolve routine inquiries whenever possible using approved information, knowledge base resources, scripts, procedures, and customer service standards.
Route calls, inquiries, service requests, incidents, and operational concerns to the appropriate departments, divisions, personnel, contractors, or external partners in accordance with established procedures.
Respond to AI-generated object detection alerts, surveillance alerts, access control alerts, and other system-generated notifications according to established procedures.
Collect, log, organize, and preserve relevant incident information, including timestamps, screenshots, video references, recordings, call notes, ticket details, communications, and supporting documentation.
Adhere to all policies, procedures, standard operating procedures, confidentiality agreements, data protection requirements, call center standards, service level expectations, and quality standards.
Maintain professional conduct, situational awareness, confidentiality, and customer service focus at all times.
Determine appropriate response actions for alarm events based on established protocols, available information, and supervisor guidance.
Provide accurate, timely, friendly, and professional information and assistance regarding BREC parks, facilities, programs, events, services, policies, procedures, and operational concerns.
Prepare and complete required reports, logs, summaries, documentation, and operational communications.
Participate in training, drills, system testing, process improvement activities, and implementation of new Rapid Response tools, workflows, scripts, and operational capabilities.
Provide status updates regarding incidents, service requests, alarms, access control actions, operational events, and customer inquiries.
Manage access control system access requests and authorized remote access control activities according to established policies and procedures.
Verify authorization before granting facility access, releasing information, sharing footage, dispatching responders, or taking access control action.
Unlock or secure facilities remotely only when authorized by policy, procedure, supervisor direction, or approved access protocols.
Identify urgent, critical, safety-related, security-related, or emergency situations and notify supervisors, appropriate departments, law enforcement, emergency services, or other designated responders in accordance with established escalation protocols.
Observe facilities, parks, assets, and operational areas using authorized monitoring systems to identify unusual activity, security concerns, safety hazards, unauthorized access, property damage, operational issues, or other concerns.
Review camera footage, available system data, incident information, and other authorized resources to verify alarm conditions or support situational awareness.
Maintain records of access-related activities, remote unlocks, secure actions, alarm events, and related communications.
Support continuous improvement by identifying recurring issues, knowledge base gaps, routing concerns, technology needs, customer service trends, or workflow improvement opportunities.
Evaluate incoming requests, incidents, alarms, and operational events to determine the appropriate response, priority, routing, escalation, or notification.
Ensure all tickets, service requests, incidents, and alarm records are logged with complete, accurate, and useful details to support timely resolution, follow-up, reporting, and accountability.
Monitor open requests and incident status through completion and provide follow-up communication or status updates as needed.
Authorize or request law enforcement dispatch, emergency services, or internal response when warranted and authorized by policy.
Support emergency communications and operational coordination when required.
Document alarm investigations, verification steps, notifications, response actions, outcomes, timestamps, screenshots, recordings, and related evidence as required.
Provide authorized access to camera footage, operational information, incident records, or other approved documentation when required and permitted by policy.
Report unauthorized practices, safety and health hazards, unsanitary conditions, equipment failures, system outages, or operational concerns to designated authorities.
Support post-incident analysis, investigations, claims review, public safety coordination, and operational follow-up by maintaining accurate records and providing authorized information when required.