Public Safety Ambassador (Unarmed Security Officer)

ABOUT CITYWALK BHAM:

The recent completion of Birmingham’s I-59/20 Central Business District (CBD) Interstate bridges brings about a renewed focus on the space underneath the bridges known as City Walk BHAM. The goal of City Walk BHAM is to provide a space to assist in reconnecting Birmingham and create a destination and common area open to all citizens.

City Walk BHAM spans 10 city blocks, from 15th St N to 25th St N – almost a mile in length. The entire area encompasses 31 acres, which will provide a space to assist in connecting Birmingham.

Summary/Objective
The Public Safety Ambassador at CityWalk BHM (CWB), will play a vital role in maintaining safety and security within CityWalk at the BJCC by patrolling the area in a visible manner, protecting and preserving the environment within CWB by enforcing rules, educating visitors, conducting patrols, providing visitor services like tours and information, and responding to emergencies, all while ensuring the safety and enjoyment of CWB guests; essentially acting as a steward of CWB and a frontline representative to the public.

Public Safety Ambassadors will patrol CWB on foot or via bicycle, golf cart, motor vehicle, or Trikke as assigned by post orders acting as a visible uniformed presence to deter unwanted activity, while providing information, assistance and direction to visitors. Work is conducted completely outdoors.

Essential Duties/Responsibilities

• Enforces CWB rules, regulations and responds to violations related to safety and security.
• Conducts patrols throughout CWB to ensure visitor safety, monitors for potential hazards, maintain the site, and remove litter.
• Circulate throughout City Walk BHAM by following post orders and instructions, ensuring safety and security for all and visitors and personnel.
• Identify, report, and respond to safety and security violations, suspicious activity, or criminal behavior.
• Responds to accidents, medical emergencies, search and emergency operations.
• Assist with crowd control during events and act as a deterrent to crime through visible patrol.
• Maintain positive working relationships with internal, external partners, and guests at CWB
• Contact supervisor or manager if issues arise beyond your scope or ability to resolve.
• Work closely with local law enforcement to address security concerns and criminal activity.
• Operate a bicycle, golf cart, motor vehicle or Trikke, and associated equipment in all weather conditions to make rounds and be visible.
• Maintain a strong knowledge of security best practices and use of security equipment.

Communication and Customer Service

• Provide proactive customer service by assisting visitors, tenants, and other stakeholders in a courteous, welcoming and professional demeanor.
• Prepare and submit clear, accurate, and thorough incident reports and documentation as required.
• Provides an exceptional guest experience by answering guest questions and providing customer support as required.
• Responds to complaints from guests and attendees by gathering pertinent information and communicating with management to resolve problems or satisfy customers.
• Communicate effectively and appropriately using a 2-way radio.
• Escort visitors and team members as needed for assistance and protection.
• Demonstrate professional communication skills (in person, by phone, and email) when interacting with the public, staff, and external partners.
• Complete reports and logs such as incident reports, daily activity reports (DARs), and other security documentation.
• Effectively listen, understand, and resolve issues or complaints while maintaining positive relationships with customers and the public.
• Assists with administering, collecting and compiling guest experience feedback surveys to identify trends, measure experience satisfaction levels, and identify actionable improvements to enhance overall guest experience.

Environment and Maintenance

• Ensure surveillance cameras are operational and monitored as assigned.
• Opens/unlocks assigned areas including restrooms, inspecting area for cleanliness and equipment is well-maintained.
• Close/secure assigned venue areas, conducting closing inspection to ensure cleanliness and equipment is well maintained.
• At closing ensures all visitors have exited the area and the venue is vacant.
• Inspects venue for graffiti, unattended belongs and debris, promptly reporting for repair or disposal.
• Promptly reports mechanical defects, system failures or damage of playground equipment, restroom facilities and other noticeable concerns for repair to the manager.
• Promptly reports any safety hazards or concerns to the manager.
• Ability to anticipate grounds, housekeeping and event needs in addition to being proactive in correcting problems, communicating issues, devising solutions, etc.
• Maintains a record of visitors and/or event attendees as required by management.

Technical Expertise and Security Knowledge

• While on duty survey the area for unwanted behavior or criminal activity and report as assigned via established communications methods. Must have the ability to accurately communicate descriptions of persons, vehicles, clothing, and other similar identifiers.
• Requires the ability to think quickly and make sound decisions with excellent surveillance and observation skills.
• Must have the ability to firmly and courteously request compliance to persons violating low level quality of life crimes, such as aggressive panhandling, non-aggressive panhandling, loitering, disruptive behavior, etc.
• Exhibit expertise in security procedures, including bike patrol techniques, equipment usage, and emergency response actions.
• Evaluate situations independently and use sound judgment to resolve issues in a timely manner.
• Make recommendations to management on security improvements or concerns for enhanced public safety.
• Perform security patrols, identify safety violations, and maintain a visible presence to deter criminal activity.
• Work closely with local law enforcement to prevent crime and assist victims.
• Utilize modern security tools, equipment, and technology to complete tasks efficiently.
• Performs other duties as required.

Competencies

Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Adaptability, Risk Assessment, Detail Orientated, Problem Solving, Responsiveness, Dependability, Safety Focus, Organizational Skills, Training and Development.

Work Environment
This position is fast paced and may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is outdoors and exposed to the elements (heat, rain, etc.).

Physical Demands
Position requires lifting, climbing, carrying, bending, stooping, running, squatting, and kneeling for extended periods of time. Extensive walking and or standing. Ability to lift up to 50-pound items with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for extended periods of time.

Must have the physical capacity and ability to ride a bike and/or traverse continuously during post. Must be able to conduct sustained foot patrols and/or extended stationary (standing/sitting) post assignments, required. Ability to respond quickly to security issues across the facility. Must remain calm and professional in crisis or stressful situations. Physical stamina and the ability to work outdoors in various weather conditions.

Position Type/Expected Hours of Work

Full and Part-time positions; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed.

Required Education and Experience

• Minimum of three (3) years’ experience in security, military or law enforcement, with one (1) year face-to-face customer service experience preferred.
• High School Diploma or G.E.D. is required.
• Valid State of Alabama Driver License.
• Must be physically able to ride a bicycle for a minimum of 15 miles per day.
• Must be able to walk and stand for long periods of time & work outside in the elements.

Additional Eligibility Qualifications

• Capable of working independently without continuous supervision.
• Ability to speak, read, and write the English language.
• The ability to think quickly and make sound decisions under pressure in all safety and security matters is essential.
• Demonstrate a strong work ethic and commitment to safety and security.
• Ability to enforce CWB rules and polices.
• Ability to remain calm in emergency situations.
• Excellent surveillance and observation skills.
• Demonstrate the ability to interact with the public in a professional, positive and confident manner.
• Must be able to develop written incident reports and property condition reports. As well as create and read a daily written report to document shift activities.
• Write detailed reports of damage, incidents, incident logs, and security records.
• Working knowledge of the occupational hazards and applicable safety precautions associated with assigned work.
• Effectively manage conflict in a diplomatic and professional manner.
• Proficient with basic computer and general office equipment including but not limited to computer, telephone, copier/fax machine, calculator, etc.