Rapid Response Supervisor

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

2d • Onsite

About The Position

The Rapid Response Supervisor provides leadership and oversight for BREC’s centralized Rapid Response Division. This position is responsible for ensuring requests, incidents, alarms, communications, and operational events are appropriately received, triaged, routed, tracked, and resolved through established procedures. The Rapid Response Supervisor focuses on operational coordination, performance oversight, stakeholder communication, quality assurance, staff leadership, and continuous improvement while ensuring personnel have the tools, training, procedures, and support necessary to effectively perform their duties.

Requirements

• Associate’s degree from an accredited college or university.
• Valid LA driver's license.
• Three (3) or more years of progressively responsible experience in customer service, call center operations, dispatch, service desk operations, security/alarm monitoring, public safety coordination, incident response, operational communications, or a related service coordination environment, including supervisory or lead-worker experience.
• Ability to lead, supervise, coach, and evaluate Rapid Response staff, support personnel, and contractors in a professional and accountable manner.
• Knowledge of call center, service desk, incident response, alarm monitoring, operational communications, customer service, and quality assurance practices.
• Ability to establish performance expectations, monitor service levels, review response times, and use operational metrics to improve service delivery.
• Ability to ensure incidents, requests, alarms, communications, and operational events are handled according to established policies, procedures, workflows, and escalation protocols.
• Strong verbal and written communication skills, including the ability to provide operational updates, status reports, staff direction, and stakeholder communications.
• Ability to identify operational trends, service gaps, recurring issues, process deficiencies, training needs, and technology improvements.
• Ability to coordinate effectively with internal departments, field personnel, contractors, vendors, public safety partners, external agencies, and leadership.
• Ability to maintain continuity of operations across multiple communication channels, systems, schedules, and response workflows.
• Ability to monitor call quality, customer interactions, incident handling, documentation accuracy, and adherence to service standards.
• Ability to analyze dashboards, reports, operational records, and performance data to support decision making and continuous improvement.
• Knowledge of surveillance systems, access control systems, alarm monitoring platforms, ticketing systems, Rapid Response platforms, dashboards, and related operational technologies.
• Ability to maintain confidentiality, exercise sound judgment, follow policy limits, and handle sensitive operational or public safety-related information appropriately.
• Ability to work under pressure, prioritize competing demands, support urgent or critical escalations, and maintain professionalism during high-volume or emergency conditions.
• Ability to establish and maintain positive working relationships with coworkers, patrons, departments, community partners, public safety partners, vendors, and the general public.
• Demonstrated reliability, ethical conduct, accountability, attention to detail, and commitment to customer service excellence.
• Ability to successfully pass a background check.

Nice To Haves

• Bachelor’s degree from an accredited college or university in a related field.
• Public Administration, Business Administration, Criminal Justice, Emergency Management, Communications, Computer Technology, Management, or a closely related field.
• Supervisory, management, customer service, emergency communications, dispatch, incident management, Physical Security Professional (PSP), Certified Protection Professional (CPP), or other related certification.
• Five (5) or more years of related experience, including direct supervision, operational performance oversight, quality assurance, stakeholder coordination, and process improvement in a call center, service desk, public safety, security monitoring, dispatch, or operational communications environment.

Responsibilities

• Provide leadership and day-to-day oversight for BREC’s centralized Rapid Response Division.
• Ensure Rapid Response operations are appropriately staffed, scheduled, supervised, and functioning effectively to support agency needs.
• Supervise Rapid Response Coordinators, support personnel, and contractors assigned to Rapid Response operations.
• Establish performance expectations, accountability measures, work standards, documentation standards, and service-level expectations for assigned personnel.
• Conduct coaching, training, performance reviews, evaluations, corrective action support, and staff development activities in accordance with BREC policies.
• Monitor service levels, response times, call handling, ticket routing, incident handling, alarm response, customer interactions, and overall operational performance.
• Ensure requests, incidents, alarms, communications, operational events, and service inquiries are received, documented, triaged, routed, tracked, escalated, and resolved according to established procedures.
• Maintain continuity of operations across telephone, email, text, online request, ticketing, alarm, surveillance, access control, dashboard, and other communication or monitoring channels.
• Develop, maintain, and update standard operating procedures, workflows, scripts, escalation protocols, knowledge base resources, and operational guidance for Rapid Response staff.
• Monitor call quality, customer service interactions, incident documentation, alarm handling, and adherence to policies, procedures, and service standards.
• Identify operational issues, service gaps, training needs, recurring problems, quality concerns, and process deficiencies and implement corrective actions.
• Promote consistent, professional, accurate, timely, and customer-focused service delivery across Rapid Response operations.
• Ensure departments and stakeholders receive timely information regarding incidents, requests, alarms, operational issues, public safety-related events, and service performance.
• Coordinate communications with internal departments, field personnel, contractors, vendors, public safety partners, emergency responders, external agencies, and leadership.
• Facilitate escalation of urgent, critical, safety-related, security-related, public safety, emergency, or high-visibility issues when necessary.
• Provide operational updates, service performance information, incident summaries, status reports, and recommendations to leadership as needed.
• Review operational dashboards, ticketing records, call reports, alarm records, service metrics, and performance measures to assess Rapid Response effectiveness.
• Analyze trends impacting service delivery, response coordination, customer experience, operational efficiency, staffing, technology use, and interdepartmental workflows.
• Collaborate with Data Analytics staff to evaluate operational performance, develop reporting needs, improve dashboards, and support performance measurement.
• Ensure proper coordination between Rapid Response staff, departments, contractors, vendors, external partners, and public safety agencies during routine operations, active incidents, emergencies, severe weather events, and special events.
• Support implementation of new systems, workflows, technology tools, service channels, monitoring capabilities, documentation practices, and operational procedures.
• Recommend enhancements to workflows, technology, training, staffing practices, quality assurance, reporting, customer service, and service delivery.
• Ensure staff have the tools, training, access, documentation, and support necessary to perform Rapid Response duties effectively and safely.
• Ensure confidentiality, information integrity, appropriate access, proper documentation, and compliance with BREC policies and applicable procedures.
• Prepare and maintain reports, logs, summaries, schedules, training records, quality assurance records, operational documentation, and other required materials.
• Participate in departmental planning, operational readiness activities, drills, process improvement efforts, system testing, and Rapid Response capability development.
• Perform other duties as assigned by the supervisor.

Benefits

• Full-time position
• Some evening, weekend, early morning, holiday, special event, or after-hours work may be required.
• During peak seasons, major incidents, or operational events, hours may exceed forty (40) hours per week.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree