Overview

Rapid Response Supervisor 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 and Job Specifications Education Required: Associate's degree from an accredited college or university. Preferred: Bachelor's degree from an accredited college or university in a related field is preferred.Area of Study (Major) Preferred: Public Administration, Business Administration, Criminal Justice, Emergency Management, Communications, Computer Technology, Management, or a closely related field.Certification(s) Preferred: Supervisory, management, customer service, emergency communications, dispatch, incident management, Physical Security Professional (PSP), Certified Protection Professional (CPP), or other related certification.License(s) Required: Valid LA driver's licenseYears Relevant Work Experience: 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. Preferred: 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.Knowledge, Skills, and Abilities: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 es