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Program Services Admin Assistant M-F, 8:15am – 4:15pm This position is part of our Program Services Department. We are looking for someone who has experience with billing (basic bookkeeping), taking minutes, Word & Excel, Switchboard, ability to assist individuals with disabilities when needed, strict confidentiality and more. (Full job description will be given at interview).  * Must have a High School Diploma/GED and reliable transportation. * We are located on the bus line. Please apply on our website or in person at 1717 Lawson St, Durham, NC 27703   NO PHONE CALLS OR EMAILS PLEASE.  This post will be removed when position is filled.

ACTS Airport Services is a part of ICTS Europe, a global aviation security solutions organization with over 16,000 aviation security professionals operating in 23 countries.  ACTS specializes in the provision of aviation security and customer experience solutions and is one of the leading providers of aviation security and customer experience services in the United States. Aviation security programs are an integral part of ensuring our nation’s air transportation network is secured.  ACTS’ aviation security teams are committed to delivering our mission “to be the most trusted aviation security provider in the United States” and are responsible for the safety and security of the airports they protect. The Supervisory Team reports to the Contract Manager and is responsible for the oversight, supervision, direction and support of the front-line security guard team. Supervisors are responsible for proactively supporting the contract to ensure effective and efficient operations and deliver service excellence through the daily leadership and supervision of their team. This is attained through oversight of the daily work, adjusting priorities and resource allocations as necessary and ensuring the team's adherence to established performance standards and protocols. Supervisors are also responsible for assisting the Contract Manager with staffing and scheduling. Dedicated Supervisors are on site during operational hours and will be responsible for the supervision, monitoring and coordination of all individuals and activities within under their supervision and for responding to and addressing any problems or issues experienced during their shift. Essential Functions: Provides daily direction and communication to security guards; schedules and controls resources and work arrangements to ensure an efficient and effective operation within established service level performance and quality standards; Guides, coordinates and controls the activities and work practices of their team to ensure maximum performance and efficiency. Responsible for applying policies and procedures, evaluating the quality of work, organizing team, maintaining work standards and for identifying and resolving service issues; Continually monitors and evaluates the operation and coordinates the adjustment of resources or employee assignments to address changing/fluctuating demands and ensure a successful "Day of" operation. Must have thorough knowledge of all post orders/standard operating procedures as outlined in the customer contract. Conduct inspections of designated posts as per schedule and provide documentation required by Contract Manager. Provide site-specific training to new security guards utilizing an approved training plan and the operational procedures. Ensures all systems, tools/equipment and supplies needed by security team are available and in good working condition; Inspect, report problems & help maintain/deliver equipment (radios, cell phones, uniforms, vehicles); Transport security guards to post when necessary Assist with patrolling airport property and serving as a general security presence and visible deterrent to crime and rule infractions; detect suspicious activities and watch for criminal acts or rule infractions at or near assigned post which may be a threat to the facility, client or employees. Report all incidents, accidents or medical emergencies. Respond to emergencies, such as medical and bomb threats; and to alarms, such as fire and intrusion. Assists in the provision of Emergency/IRROP response activities as required; Supports and assists Administrative Manager by: Preparation of Daily Shift Reports as well as incident/event occurrence reports; Coordinating daily work/activity plans and making required adjustments AREAS OF PERFORMANCE MEASUREMENT: Leadership Trains, coaches, develops and supports direct reports and front-line staff Provides effective and inspiring leadership, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day; Knowledge Develops and maintains a comprehensive working level knowledge of operations relative to regulations and customer requirements related to the delivery of security services Maintains an up-to-date knowledge and awareness of airport activities, initiatives and services Aptitude Critical thinker with an improvement mindset and a bias for action Knows and understand the business from a "Day of" perspective Continuously seeks opportunities to improve processes and procedures Customer Service/Public Relations High degree of proficiency with respect to customer service Establishes trust, respect and credibility within the airport community Conduct & Preparedness Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance Proactive anticipates and responds to customer needs Role Model - exhibits a professional, courteous and positive manner at all times Adaptable adjusts quickly to changing scenarios Prioritizes when faced with multiple demands/changes simultaneously Exhibits an understanding of and delivers the company and client behavior and values Continually looks for learning opportunities in every-day activities Performance Consistently accomplishes goals, delivers results and meets/exceeds expectations. Monitors and maintains operations and proactively addresses issues and changing priorities to ensure a successful "Day of" operation Works with a sense of urgency Communication and Compliance Demonstrates effective written and verbal communication skills Demonstrates strong public relations/customer service skills Complies with preparation of all required reports Communicates instructions and operational information to front line staff Complies with all company/client policies as well as Government Regulations/Standards compliance with all company and client policies   POSITION REQUIREMENTS Education and Experience Must have a high school diploma or GED Previous contract security, military or law enforcement experience preferred Qualifications Must be at least 21 years of age or older. Able to provide proof of ability to work in the United States Valid driver's license and clean driving record necessary for some positions Must be able to pass a Security Threat Assessment as administered by the Transportation Security Administration; Must be able to pass a Criminal History Record Check as required by the Transportation Security Administration Must be able to meet and continue to meet any applicable state, county and municipal licensing and permit requirements for Aviation Security Guards Able to work a rotating shift schedule, including nights, weekends and statutory holidays Skills, Abilities and Personal Suitability Superior communication skills (oral and written). Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence Excellent team leader and team player with ability to motivate, coach/mentor, engage and train employees Competent in basic computer skills in MS Office applications Email, MS Word Technically adept at using technology and experienced in working with automated processes Highly organized, resourceful, results driven, detail oriented Thrives in a fast-paced, agile and collaborative environment Adaptable/flexible with the ability to work under constraints/pressure and quickly respond to changing/fluctuating priorities through-out the day Demonstrated ability to facilitate, negotiate, influence and collaborate Strong time management, problem solving and decision making skills combined with a sense of urgency to deliver operational and customer service excellence Innovative and continuous improvement mindset Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times. Demonstrated Competencies to be Successful in the Position: Security Mindset – take pride in keeping the skies safe and the flights secure Trust - keeping promises and speaking the truth. Customer Focused - the willingness to listen and the duty to act – promptly and appropriately. Team Spirit - integrity, experience, collaboration and open communication. Innovation – creativity, seeking new ideas, continuous improvement though anticipating change and adapting to it.

ACTS Airport Services is a part of ICTS Europe, a global aviation security solutions organization with over 16,000 aviation security professionals operating in 23 countries.  ACTS specializes in the provision of aviation security and customer experience solutions and is one of the leading providers of aviation security and customer experience services in the United States. Aviation Security Guards are an integral part of ensuring our nation’s air transportation network is secured.  ACTS’ aviation Security Guards are committed to delivering our mission “to be the most trusted aviation security provider in the United States” and are responsible for the safety and security of the airports they protect. ACTS has immediate fulltime openings for Aviation Security Guards in Cincinnati.  ACTS offers competitive wages and benefits, including medical, dental and vision insurance, 401(k) with company match, and paid vacations and holidays.  Apply today to join the global leader in aviation security. Essential Functions (may include): Aviation Security Guards may be asked to perform many essential functions at the airport where they work, although not an exhaustive list, these are a few of them: Control access to restricted areas of airport, only allowing access to authorized individuals Screen and log persons and/or vehicles accessing restricted areas Control access and conduct vehicle inspections at perimeter access points to the Airport’s secured areas Conducted vehicle inspections at entries into non-secure areas deemed vulnerable Conduct screening of employees, vendors, visitors and belongings utilizing x-ray machines, hand wands, and/or magnetometers Conduct random employee/vendor screening and visual inspection of belongings Access control at employee checkpoints Monitor and secure exit lanes from sterile area to public area of airport Monitoring and controlling curbside traffic, including pedestrian management Interior terminal, parking lot and/or perimeter airfield patrols Provide escorts and security for construction of runways, taxiways and terminals/concourses Issuing temporary badges to visitors Monitor airfield permits CCTV and alarm systems monitoring and response Respond to incidents and emergencies Security presence and controlling access for Federal Inspection Stations Escort international passengers to Customs & Border Patrol Provide passenger assistance Additional Responsibilities: Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security or operational issues/events; Security Guards report safety concerns, security breaches and unusual circumstances both verbally and in writing. Handle security issues or emergency situations appropriately. Fully embrace security/safety training programs to enhance their ability to advance in their careers. Participate in industry specific security/safety training programs to offer our clients the best trained Security Guards at their airports. Be aware of and familiar with the airport-specific operations performance manual and post orders. Position Requirements Education and Experience Must have a high school diploma or GED Previous contract security, military or law enforcement experience preferred Qualifications Must be at least 21 years of age or older. Able to provide proof of ability to work in the United States Valid driver's license and clean driving record necessary for some positions Must be able to pass a Security Threat Assessment as administered by the Transportation Security Administration; Must be able to pass a Criminal History Record Check as required by the Transportation Security Administration Must be able to meet and continue to meet any applicable state, county and municipal licensing and permit requirements for Aviation Security Guards Skills and Abilities Proficiency in reading, writing and speaking English and ability to communicate effectively both orally and in writing for the purpose of public interaction and report writing. Outstanding interpersonal and communications skills required. Ability to maintain regular attendance to ensure avoidance of unpredictable, frequent and/or ongoing tardiness. Ability to providing quality customer service. Ability to handle typical and crisis situations efficiently and effectively at client site. Ability to perform essential functions of the position thus must be physically capable of standing or walking an entire shift, able to lift a 25lb fire extinguisher, capable of lifting a child or assist the lifting of handicapped individuals. Demonstrated Competencies to be Successful in the Position: Security Mindset – take pride in keeping the skies safe and the flights secure Trust - keeping promises and speaking the truth. Customer Focused - the willingness to listen and the duty to act – promptly and appropriately. Team Spirit - integrity, experience, collaboration and open communication. Innovation – creativity, seeking new ideas, continuous improvement though anticipating change and adapting to it.

Summary Description The Care Center Manager is responsible for the execution of various call center strategies which is inclusive of meeting all service level standards for the lines of business supported within the Care Center. In addition, this role must conduct regular monitoring of site performance through available standards and metrics ensuring that the company goals and objectives are achieved. The emphasis for this role is to ensure that our products and services are compelling, highly desirable, service oriented and best in class. This role will be expected to fulfill these objectives through a variety of deliverables, including but not limited to; inspiring, leading and growing the talent of front-line supervisors. This role demands someone that thinks critically about maximizing the business value of our service offerings. Key Tasks and Responsibilities Ensure all employees always uphold the company core values • Present yourself in a professional, organized manner that conveys confidence and willingness to be approached • Oversight of the overall call center service levels to the service level agreements • Ensure the Care Center culture is inclusive, engaging and rewarding • Review and access responses proposed corrective measures, and investigation reports regarding client feedback • Evaluates various processes, policies and procedures of the group for further improvements (e.g., training period, manpower planning, system improvement initiatives, etc.) • Conduct regular process reviews of operations in order to assess its strengths and identify areas for improvements • Ensure received requests, specifications, and directives from client representatives are properly addressed and resolved • Conducts regular interface with clients to ensure that their needs and requirements are met • Coordinates HR related concerns such as Disciplinary actions, HR forms, Disputes, etc • Collaborate cross-functionally with other departments/leaders to ensure call center practices are in line with the expectations of the business • Assist with taking and resolving escalated calls • Provide feedback and mentoring to staff Education & Training Trained in PHI, HIPAA, and Fraud, Waste & Abuse. Knowledge and Experience • Proficient in oral and written communication skills • Outstanding and proven Customer Service skills • Must be flexible, able to multi-task and have the capacity to work in a fast-paced working environment • Strong Comprehension of Internal Reservation process • Effective Training experience preferred • The position may require you to sit for extended periods of time • The position may require you to travel to attend training seminars, collaborate with other offices or to assist in new markets Core Competencies Possess effective communication skills, planning and organizing ability, problem analysis, problem solving, flexibility, the ability to delegate, stress tolerance, initiative, negotiation skills, persuasiveness and attention to detail. Working Conditions Must be able to work during any hours of Care Center Operations Secure Transportation is an EEO/AAP Employer.