Role Description
Citizen is searching for trained public safety professionals who are equipped to help when a user feels like they might need it. Safety Agents will play a key role in communicating with users who are in need of assistance in potentially unsafe conditions. You will be responsible for guiding difficult conversations and using strong judgment. You will be at the frontlines of helping users who feel unsafe in their surroundings and offer direct assistance and escalation to 911, when necessary.
Responsibilities
- Communicate with users who have indicated they are in need of immediate assistance
- Triage the level of severity of each call and make appropriate assessments of necessary next steps
- Offer support and guidance in real-time to any user who feels unsafe
- Decide when a situation is of heightened importance and should be escalated to 911
- Work with a team of Safety Alert Writers to help distribute relevant safety information
- Make real-time judgment calls that directly impact a person’s personal safety
Requirements
- Experience as a first responder, medical professional, or in a public safety role
- Experience handling high call volume
- Experience verbally communicating with users daily
- Ability to exercise superb judgment on sensitive subject matters
- Ability to multitask and effectively prioritize
- Ability to mitigate stressful situations and demonstrate empathy for others
- Flexible and open to constantly-changing priorities and managing multiple tasks simultaneously within tight time frames