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Allied Universal® Logo Allied Universal® · -

Emergency Response Center Operator

United States, Richardson 18.00 USD / Hour · Job Posted February 20, 2026
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Job Description

The Emergency Response Center Operator is responsible for monitoring and response coordination, emergency dispatching, and incident reporting and analysis. This role ensures real-time scheduling and coverage of security personnel, manages client requests, and coordinates the deployment of officers in response to both routine and emergency needs. The operator also maintains system data integrity and supports payroll and billing accuracy through detailed documentation and interdepartmental coordination.

Job Responsibility

  • Monitor and coordinate emergency response activities, including the dispatch of unarmed, armed, and law enforcement officers across the country
  • Ensure 24/7 site coverage by managing real-time scheduling, tracking staffing needs, and responding promptly to call-offs, emergencies, and client requests
  • Create, maintain, and adjust officer schedules to meet contractual requirements, ensuring posts are filled with qualified personnel at proper pay/bill ratios
  • Serve as the central communication hub for emergency service requests via phone and email, including acting as the call-in center for remote posts
  • Input, update, and manage data in automated scheduling and resource management systems to ensure operational accuracy
  • Maintain complete and accurate documentation for all client requests, from initial contact through resolution, including data for payroll and billing
  • Review and verify payroll and billing data for accuracy, coordinating with internal departments to resolve discrepancies and meet performance targets (98%+ accuracy)
  • Maintain gross margins at or above 23% by managing scheduling efficiency, labor costs, and service quality
  • Collaborate with operations managers, off-duty officers, subcontractors, and clients to resolve scheduling, training, performance, and service issues
  • Support broader monitoring efforts regionally and globally as needed and assist staff and clients with urgent operational needs

Requirements

  • High school diploma or equivalent
  • Minimum of three (3) years of experience in the protective service industry
  • Minimum of one (1) year of experience in an emergency response or dispatch environment
  • Strong understanding of security operations and emergency response procedures
  • Proven ability to work in dynamic, high-pressure environments
  • Excellent organizational, planning, and leadership skills
  • Proficient in computer systems and office productivity software
  • Strong oral and written communication skills
  • ability to work effectively in a variety of teams and with people at all levels
  • Ability to respond and communicate effectively during emergencies or high-stress situations
  • Skilled in analyzing schedules, data, and service requirements accurately
  • Exceptional customer service and problem-solving skills

Nice to have

  • Proficiency in Smartsheet application
  • Associate’s degree in Criminal Justice, Communications, or related field of study

What we offer

  • Medical, dental, vision, basic life, AD&D, and disability insurance
  • Enrollment in our company’s 401(k)plan, subject to eligibility requirements
  • Eight paid holidays annually, five sick days, and four personal days
  • Vacation time offered at an accrual rate of 3.08 hours biweekly
  • Employee Assistance Program
  • Employee Discount Program
  • Tuition Discount Program
  • Training & Career Development Programs
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