Response Coordinator III IJet Intelligent Risk Systems

Summary Description
The WC24 Response Coordinator III is a Senior Response Coordinator and is responsible for supervising and training members of Worldcue24, who provide crisis response and hotline services for Worldcue24 customers, or provide professional emergency management consulting services to customers and other organizations while managing a Global Response Network. Other responsibilities include acting as Shift Duty Officer and Incident Manager. Shift work may be required, to include exposure to nights and weekends (differential is paid for shift hours).

Essential Duties and Responsibilities

Lead a team comprised of subject matter experts who support a wide-range of security and integrated response products and services or provide consulting services to customers in the areas of emergency management, crisis action, plan review and implementation and solutions
Receive and manage inbound hotline calls regarding emerging crisis situations after callers have been appropriately triaged by members of the WC24 team
Provide assistance to customers in accordance with their company protocols, or initiate the appropriate response required to solve the problem or crisis
Develop e-mail or formal reports for clients to document all actions undertaken in support of their incident
Train and supervise new employees for duty in the Ops Center and for handling customer inquirys and standard protocol compliance procedures
Development of client protocol and update as needed
Be on call as Duty Officer for Ops Center and act as Incident Manager when needed

Education Requirements

Bachelors Degree and direct experience in an operations center focused on emergency/crisis response, military, fire or law enforcement or a combination of 5 years experience in those disciplines while serving in leadership role
Foreign travel, education or work experience
Certified Emergency Manager (CEM) credentialed or able to achieve credential within one year of hire


Desirable Knowledge, Skills and Abilities

Skill in multi-tasking and coordinating simultaneous activities with great attention to detail and time management
Skill in observing situations analytically and objectively and relaying details accurately
Ability to think clearly and act quickly in emergencies while directing internal and external assets in order to solve client problems
Ability to lead subordinates and train them to a high standard
Skill in developing crisis action plans, COOP, and other emergency management protocols
Ability to meet attendance schedule with dependability and consistency
Excellent oral and written communications skills
Well-developed sense of judgment, critical thinking, analytical and interpersonal skills
Expertise with transportation systems, security issues, medical response and other operational risk concerns to international organizations


Unique job-related characteristics, skills, experience, software, etc. needed

Must be proficient with Microsoft Windows OS, with experience using PowerPoint, Excel, Outlook and Word
Must be technology savvy in general; experience with web based data entry systems required
Experience with call center technology, such as UCN, a plus
Candidates will be asked to pass a background check as well as writing and technology aptitude screenings as a condition of employment.

Location:	910F Bestgate Road Annapolis, MD 21401 United States