About the Department

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.

Position 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

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.

Rapid Response Coordinator II

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.

Rapid Response Coordinator III

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.

Minimum Qualifications

Essential Functions and Job Duties:

Rapid Response Coordinator I

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 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.

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.

Rapid Response Coordinator II (Includes all responsibilities of Rapid Response Coordinator I)

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.

Rapid Response Coordinator III (Includes all responsibilities of Rapid Response Coordinator I and II)

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.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties as requested by his or her supervisor.

Other Qualifications

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.

Benefits

2026 FULL-TIME EMPLOYEE BENEFITS

HEALTH INSURANCE: BREC provides comprehensive medical coverage through Louisiana Blue formerly BCBSLA, including HMO, PPO, and Blue Saver (Qualified High-Deductible Health Savings Account) options. Coverage becomes effective on the first day of the month following a two-month waiting period. Employee cost per month for HMO: $175.43 – employee only; $597.45 – employee & spouse or employee & dependent children; $962.52–family. Employee cost per month for PPO: $375.23– employee only;$975.50– employee & spouse or employee & dependent children; $1,492.70 – family. Employee cost per month for Blue Saver: $39.08 – employee only; $162.68 – employee & spouse or employee & dependent children; $290.49 – family. In addition to medical coverage, BREC offers voluntary insurance options, including Dental and Vision.

LIFE INSURANCE: All full-time employees are insured under a Group Term Life Insurance policy provided by Lincoln Financial. Coverage is subject to reduction at ages 65 and 70. There is no cost to the employee; however, coverage associated with salaries exceeding $50,000 is subject to imputed income in accordance with IRS regulations. Coverage is effective immediately upon eligibility.

RETIREMENT SYSTEM: BREC contributes 38.22% of each employee’s salary to the City-Parish Employees’ Retirement System. Employees contribute 9.5% of salary. All retirement contributions are tax-deferred. Employee contributions are maintained in individual accounts and are refunded if an employee leaves BREC prior to retirement eligibility. After 25 years of service, employees may be eligible for additional benefits through the Deferred Retirement Option Plan (DROP). BREC also offers a Supplemental Retirement Deferred Compensation Plan through Nationwide Retirement Solutions, available through convenient payroll deductions.

HOLIDAYS: BREC employees receive twelve (12) paid holidays per year.

SICK LEAVE: BREC employees accumulate sick leave at the rate of 100 hours per year the first five years they are employed; accrual of hours will increase based on the number of years of service, thereafter, up to 192 hours for 15 or more years. Employee is eligible to utilize leave after 30 days of continuous employment.

ANNUAL LEAVE: BREC employees earn annual leave at the rate of 100 hours per year the first five years they are employed; accrual of hours will increased based on the number of years of service, thereafter, up to 192 hours for 15 or more years. Employee is eligible to utilize leave after 90 days of continuous employment.

FULL-TIME STATUS: Upon completion of a six-month probationary periods and approval of supervisor, full-time status will be achieved.

EMPLOYEE DISCOUNTS: BREC full-time employees can take advantage of a generous discount. Some restrictions may apply. See the discount policy for more details.

EAP: BREC's Employee Assistance Program (EAP) is administered by Lucet. They EAP helps employees and their family members resolve personal or work-related problems.

CREDIT UNION: BREC employees are eligible to join the City Federal Credit Union and/or Pelican State Credit Union and enlist in payroll deduction plan. Direct deposit to the Credit Union is also available.

FEDERAL STUDENT LOAN FORGIVENESS: BREC is a qualifying employer for public service loan forgiveness. Employees who have Federal Direct Loans and have made 120 payments on the Federal Direct Loans (after October 1, 2007) may be eligible for the remaining loan balance to be forgiven.

LA START: This 529 Qualified Tuition savings plan may be open on behalf of a named Beneficiary by anyone, including legal entities, provided that the Account Owner or the Beneficiary is a resident of Louisiana. Account Owners may save at their own pace, in amounts they can afford.

FSA: BREC offers an FSA that allows employees to contribute a portion of their regular earnings before taxes. Distributions from the account must be used to reimburse the employee for qualified expenses related to medical and dental services.

SUPPLEMENT BENEFITS: BREC offers voluntary benefits through AFLAC or Colonial Life. Those benefits include accident insurance, critical care, hospital indemnity, life, LTD and STD.

BREC reserves the right to at any time and from time to time to modify or amend, in whole or in part, any or all of the provisions of the benefit package.

*Commissioned Approved Benefits Effective January 1, 2026*

Agency Information

Employer: BREC Recreation And Park Commission for the Parish of East Baton Rouge
Address: 6201 Florida Blvd.

Baton Rouge, Louisiana, 70806
Phone: (225) 273-6430
Website: http://www.brec.org