Events Response Team Agent - Contract

Role Description

The Events Response Team (ERT) is our client’s specialized emergency response function—activated during high-severity incidents such as collisions, strandings, or security threats.

Operating 24/7, ERT agents lead real-time coordination with riders, law enforcement, internal teams, and community stakeholders to ensure swift, safety-focused resolution.

Beyond incident management, the ERT function strengthens overall operational resilience through structured training, after-action reviews, and readiness planning, ensuring our client's brand name remains trusted and prepared in all circumstances, with relation to Automated Self Driving industry.

Roles & Responsibilities

• Crisis & Incident Management: Serve as the initial escalation point for all critical events, coordinating response actions and ensuring safety for all parties.

• Stakeholder Coordination: Interface with law enforcement, emergency services, and internal teams during active events to provide accurate, timely information.

• Post-Event Review & Learning: Conduct structured debriefs and contribute to process and training updates that strengthen future readiness.

• Quality, Training & Readiness: Maintain high operational readiness through continuous training, scenario-based exercises, and quality reviews.

• Brand & Community Protection: Act as a trusted ambassador for our client during sensitive situations, ensuring consistent, professional, and brand-aligned communication.

Key Activities

• Respond immediately to emergency calls, vehicle alerts, or law enforcement requests.

• Execute established escalation pathways to coordinate cross-functional response teams.

• Log, track, and report all incidents in compliance with documentation and regulatory standards.

• Lead or contribute to post-incident debriefs, identifying systemic issues and recommending improvements.

• Participate in regular simulation and certification exercises to maintain emergency response proficiency.

Preferred Background / Experience

• 3–5 years of experience in public safety dispatch, emergency response, aviation operations, or security operations centers.

• Proven experience handling emergency calls, critical escalations, or multi-party coordination.

• Familiarity with incident management tools, law enforcement coordination, or crisis communication.

• Background in military, police, fire, EMS, or 911 environments a strong plus.