Customer Service & Support Jobs in Baltimore, MD (Now Hiring) — 1,749 open — Page 13

Job Title: Safety and Security Lead

Posting Date: September 2026

Job Department: Guest Services Operations

Schedule: Full Time

Job Type: On-site

Location: National Aquarium Pier 3 501 E Pratt St Baltimore, MD 21202. 410-576-8532.

JOB SUMMARY:

The National Aquarium is seeking a Safety and Security Lead that will be responsible for leading our C-Shift overnight (10:30 p.m. to 6:30 a.m.) security shift by example and serving as a supportive resource for fellow team members. Safety and Security Leads anticipate guest, staff, and organizational needs; monitor risks; develop creative, real-time solution to challenges; respond proactively; communicate succinctly; coordinate with others; document thoroughly; and provide excellent service to all Aquarium stakeholders.

KEY REQUIREMENTS:

Essential responsibilities include:

• Goes above-and-beyond to safeguard the wellbeing of the National Aquarium’s staff, guests, animals, and property and to provide extraordinary service and unforgettable experiences.
• Performs the essential functions of a Safety and Security Officer, Security Coordinator, and/or Aquarium First Responder, as needed.
• This includes staffing each of the indoor and outdoor posts daily.
• Serves as an example for other staff by remaining friendly, informed, professional, and solution-oriented always.
• Embodies a dignified and professional identity and demeanor always while on property.
• Exemplifies the Safety and Security Team Code of Conduct.
• Supports and guides newer staff throughout the organization in getting acclimated to and feeling welcome at the Aquarium.
• Introduces new team members to other staff within the building as part of orientating to life in the Aquarium and making meaningful connections.
• Actively de-escalates conflict whenever and wherever it occurs within the Aquarium or on its property.
• Communicates cordially and professionally with colleagues at all levels within the enterprise.
• Greets the other members of the Safety and Security Team on-shift when arriving and shares any relevant information from previous shifts with anyone who need know.
• Completes detailed Security Logs and Incident Reports in Salesforce, trains staff in how to complete well-formed reports, and coaches staff to develop their report-writing capabilities.
• Trains new Safety and Security Officers once they have been recruited and onboarded.
• Completes newer team-members' competency sheets as they develop and master new skills.
• Supports new colleagues’ development by serving as an information resource and “navigator” for them as they get acclimated to the organization.
• Positions team-mates to succeed.
• Coach new colleagues when colleagues are not demonstrating standards set by the Safety and Security Team Code of Conduct
• Creates detailed work orders in the Facility Management System (FMS) on AquaNet and follows up to ensure work requested is getting done.
• Escalates any identified concerns to Safety and Security Team Management as quickly and thoroughly as possible as incidents occur.
• Stays current with the content of all the Aquarium’s internal publications and share relevant information and messages with staff and guests.
• Maintain excellent professional working relations with the many staff, partners, vendors, purveyors, suppliers, service providers, haulers, contractors, subcontractors, drivers, and public officials who support the daily operation of the Aquarium.
• Learns and shares the Aquarium’s storied history and shares that with newer staff and guests.
• Assesses needs, conducts research, and recommends strategic purchases to Safety and Security Team Manager for consideration.
• Sends appropriate standard and ad-hoc mass-notifications via the Aquarium’s Emergency Notification System (ENS) (Alertus).
• Identifies any gaps in enterprise or team policy, process, or training and communicates potential solutions to Team Manager.
• Actively contributes to providing a world-class guest experience for everyone visiting the National Aquarium.
• Identifies safety and security risks and concerns, communicates those expeditiously either verbally or in writing, and takes action to remediate any issues either as needed or as directed.
• Provides local transportation to staff, materials, and equipment in the Safety and Security Vehicle, as needed.
• Immediately supports calls to locate lost people (children, adults, seniors, students, chaperones, staff) unless otherwise engaged in responding to another urgent need.
• When serving as Shift Lead, sets the staff rotation for each shift early and fairly.
• Escalates issues to law enforcement and public safety officials, as needed, then communicates, as appropriate, with Safety and Security and Operations Team Management.
• Supports fellow Leads when they are serving as Shift Lead.
• Conducts the beginning-of-shift huddles at the start of each shift.
• Shares any up-to-the-minute information with the team, ESPECIALLY any safety concerns.
• Maintains awareness of where shift keys are always during each shift and ensures staff do not leave with keys at the end-of-shift (EOS).
• Immediately escalates operational issues to the Aquarium Manager-on-Duty (MOD) and supports MOD, as needed.
• Communicates relevant operating concerns economically and effectively with the Aquarium Incident Communication Team (ICT).
• Responds calmly, methodically, and in a focused manner to provide supportive leadership during emergencies.
• Serves as Vehicle Coordinator for the Safety and Security Team’s Ford Escape on a rotating basis, under the direction of the Aquarium Fleet Manager.
• Ensures vehicle is being used and serviced appropriately.
• Accompany VIP guests and their protective/security details, as needed, during advance planning and day-of operations.
• Interfaces with Elevator Service Company and other third-party service providers, as requested, and keeps a record of any communication.
• Responds to parking requests received at the team e-mail address, creates any needed reservations in the Online Parking Management System in Salesforce, and communicates thoroughly with the requester.
• Manages appropriate compliance with public flag-display protocols and makes the determination when weather conditions merit lowering and safeguarding banners.
• Identifies unsafe conditions anywhere on Aquarium property, documents and communicates concerns to appropriate Aquarium authorities, an creates any follow-up requests, as appropriate.
• Serves as subject-matter-expert (SME) on Safety and Security Team policies, procedures, protocols, and practices.
• Documents infractions of the Safety and Security Team’s Ready-to-Work Program, communicates with Team Manager, counsels Security Officers, and assigns points in Salesforce.
• Drafts documentation and supports work to better organize shared information resources on behalf of Team Manager, as requested.
• Escalates any interpersonal conflicts to Team Managers only after having made every effort to work through differences directly with the other person involved.
• Conducts and documents outcomes of investigations either independently or in coordination with Team Manager.
• Reviews, packages, preserves, and/or shares surveillance-camera footage, as needed. Shares this footage with public safety officials, as requested.
• Communicates factually and concisely with public officials, as needed.
• Identifies any on-property protest activity and communicates that to the Aquarium ICT and other staff, as required.
• Orchestrates collaborative responses to guest and/or staff injuries when emergency services are called onto Aquarium property throughout response lifecycles.
• Refers cases to available authorities and/or advocacy groups who may be able to assist with homeless living challenges.
• Processes and sends troubled two-way radios for service with the Aquarium’s maintenance service provider as needed.
• Identifies and communicates any concerns with guest, staff, and/or guest behavior, as appropriate, and intercedes to moderate problem behaviors.
• Addresses any concerns with Aquarium business partners to the Director, Strategic Operations.
• Provides line-management assistance to Guest Services staff and may assist with off-schedule openings or closings of exhibits or sections of the Aquarium.
• Supports Guest Services with setting up and breaking down reroutes needed around failed conveyances (escalators, movalators, elevators).
• Understands and can communicate and enforce Guest Operations policies and procedures (Guest Services, Safety and Security, Audiovisual Services, Custodial).
• Operates fire panels for routine service and preventive maintenance, during emergencies, and to manage detection points during construction and catered events.
• Directs service providers with routine inspections and maintenance work (fire suppression/sprinkler, hood cleanings, trap flushes).
• Controls access to the safe at P3 Security Base.
• Oversees and expedites all building access, as well as ingress/egress to and from Aquarium property, including the Animal Care and Rescue Center (ACRC) in Jonestown.
• Supports and upholds all Association of Zoos and Aquariums (AZA) standards and processes.
• Represents the Safety and Security Team on cross-functional work groups, as needed, and in coordination with Team Management.
• Upholds all Americans with Disabilities Act (ADA) requirements and communicate any concerns to the Aquarium’s ADA Coordinator and Safety and Security Team Management.
• Supports fellow Aquarium Teams by working together toward common objectives and mutual wellbeing and safety.
• Plans, drafts, edits, and produces training, development, and procedural documentation, as requested.
• Supports Team Manager with special projects, as requested.
• Directs staff to appropriate resources in response to inquiries through multiple channels (verbal, text, e-mail, Web, FormStack, etc.).
• Performs other duties, as assigned.
• Support company mission.
• Adhere to all organizational and departmental policies and procedures.
• Other duties as assigned or required.

QUALIFICATIONS:

• Knowledge: high-school diploma or equivalent.
• Security or public-safety experience required.
• Must posses a Maryland State Security License or be willing to complete the training within 30 days of hire. National Aquarium will provide training for qualified candidates.
• Customer service experience strongly preferred.
• Be able to stand and walk in- and outdoors in all weather for extended periods of time year-round.
• Be able to sit and monitor cameras, alarms, and information systems for long periods of time.
• Must be able to respond to safety and security emergencies calmly, professionally, and in an organized manner.
• Must be able to manage multiple, complex tasks simultaneously under pressure.
• Complete mandatory National Aquarium training programs within 30 days of hire date.
• Complete National Aquarium’s Americans with Disabilities Act (ADA) training within three months of hire date.
• Obtain crowd-manager certification within three months of hire date.
• Obtain adult and pediatric first aid, CPR, and AED certification within six months of hire date.
• Participate in additional training opportunities as they become available.
• Understand how to operate all Aquarium safety- and security-related technologies, including – but not limited to -- fire boards, pull stations, proximity-card readers, Aiphone, security cameras, the camera client, CCure 900, Salesforce, Microsoft Outlook, Microsoft Team, multifunction copiers, Motorola two-way radios.
• Computer skills and a working knowledge of Microsoft Office (Outlook, Word, Teams, Excel, Power Point).
• Capability to set up and run a Zoom or Teams meeting, including audio and video.
• Excellent written and verbal communication skills.
• Complex problem solving: Responding to urgent and emergency situations, while following appropriate procedures.
• Willingness and capability to manage disorderly persons and/or groups.
• Capability to manage difficult and emotionally charged situations (lost children/family members, domestic violence, intoxication, threats).
• Outstanding human relations: daily interactions with staff, guests, contractors, service providers, public officials, and all manner of people on Aquarium property.
• Accountability: Accountable for the safety and security of the Aquarium personnel, guests, animals, reputation, assets, and property.
• Operational status: Critical

Total Compensation Information.

Hourly range ($21.78-27.67) with hours worked over 40 in a week eligible for overtime, premium pay for National Aquarium recognized holidays, and shift differential for overnight shifts. National Aquarium provides an excellent benefits package including four weeks paid time off, six paid floating holidays, up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full-time work and 401(k) plan participation with employer match available. Employees receive a family membership package and Aquarium tickets.

About the National Aquarium

Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based education programs and hands-on field conservation work. The National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquarium’s mission—to connect people with nature to inspire compassion and care for our ocean planet—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.

Our Values

At the National Aquarium, our core values form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other, our guests, the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other, our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity, Equity, Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees, volunteers, and interns. Our goal is to recruit, develop, and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity, equity, inclusion, and justice, the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees, volunteers, and interns, we do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, ancestry, citizenship status, age, physical, mental, or sensory disability, sex (including pregnancy or childbirth), marital status, veteran status, sexual orientation, gender identity and/or expression, genetic information, arrest record, family or caregiver status, HIV status, socioeconomic status, or any other characteristic protected by applicable federal, state, or local law.

Our organization is dedicated to this policy with respect to all terms and conditions of employment, including but not limited to recruitment, training, promotions, performance management, and separation, and general treatment during time of employment.