Hotline and Communication Support Coordinator

San Antonio, Texas, United States Full-time

Hotline and Communication Support Coordinator

RAICES is seeking a full-time Global Response and Support Coordinator to join our team in San Antonio, Texas. 

Position Summary:

The Response Coordinator is responsible for global incident monitoring, alerting and assistance to clients and utilizing the appropriate protocols. Servicing emergency hotlines, operational mapping and utilizing advanced technology to monitor communication, training of staff and coordinating agency communication responses.


  • Serve as a leader in the Global Response Center.
  • Provide advice to client personnel and/or initiate operational support to assist them.
  • Prepare  reports for clients to document actions undertaken
  • Utilize proper information to format and summarize data Monitor global incidents and alert clients of risk
  • Prepare and update operational maps
  • Actively monitor, collect and process “all source” information. Experience and Skills
  • Organize and input client forms.
  • Interview and engage each caller and accurately capture the conversation with caller by completing a written report
  • Assist with routine metric reports
  • Monitor and respond to  client support emails
  • Manage client contract folders for documentation accuracy
  • Provide client support and training for the hotline reporting system
  • Create and manage client support files


  • Bachelor's degree
  • Customer service oriented
  • Excellent oral and written communication skills – convey complex details of situational information to  personnel and client in an accurate and concise manner
  • Conversational fluency in Spanish and ability to accurately translate in-coming hotline calls from Spanish-speaking callers
  • Knowledge of mapping products (e.g. Google Maps/Earth Pro)
  • Must be able to effectively respond to personnel experiencing dynamic/emotional situations
  • Must be able to multi-task with great attention to detail and awareness of time management
  • Must be proficient with Microsoft Windows 10 and Office 365 applications
  • Familiarity of threat assessment and protective intelligence platforms preferred
  • Training in emergency operations, case management, threat assessment, and the preparation and delivery of intelligence products preferred
  • Multiple foreign language knowledge is a plus
  • 1-2 years of Customer Service or Call Center experience