Safety Support Associate

The Safety Support Associate provides a safe, welcoming, and efficient environment by combining proactive security measures with exceptional customer service. This role focuses on theft deterrence, hazard prevention, and incident readiness while supporting Goodwill’s mission.

RESPONSIBILITY LEVEL:

Provides a safe, welcoming, and efficient environment by combining proactive security measures with exceptional customer service. This role focuses on theft deterrence, hazard prevention, and incident readiness while supporting Goodwill’s mission. Typically works on projects and tasks that span 1 day – 3 months.

PRINCIPAL DUTIES:

1. Implement a “greet and guide” protocol, proactively offering directions to customers upon entry, provide assistance and product information, and build trust through personalized interactions. 

2. Conduct random visible patrols, monitor high-risk areas, and communicate in real time using VoCoVo. Partner with AP and law enforcement for safety workshops.

3. Create routine safety checks and log inspections of all areas (bathrooms, breakrooms, parking lots, etc.).

4. Promote “see something, say something,” campaign and coordinate quarterly drills with the Safety Department.

5. Use NetTrack for accurate reporting, share prevention strategies in store meetings, and respond promptly to emergencies with de-escalation techniques.

6. Use analytics from incident reports to identify patterns and adjust patrols or training accordingly, as well as prevention of future issues.

7. Offer safe-walk services for late shifts and maintain regular check-ins with management.

8. Inspect displays, straighten merchandise, and monitor fitting rooms for concealment or tampering.

9. Apply subtle shadowing, engage customers in casual conversation, and maintain visibility near exits during peak times.

10. Serve as Safety Captain for location, ensuring a safe environment and engaging in activities such as evacuation readiness and leading tornado drills

11. Maintain training in verbal de-escalation and crisis intervention.

12. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Follows through on learning, skill building, and practice necessary to adapt to change. 

13. Problem Solving:  General supervision, with work regularly reviewed by manager or senior coworker.  Uses technical skills and knowledge to manage day-to-day tasks.

14. Technical Skill:  Practical, working knowledge of tasks, responsibilities, policies and procedures.  Able to learn and apply new concepts.

15. Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedule and interest permit.

16. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency. 

2. A minimum of one continuous year of security experience with frequent public contact.

3. Excellent inter-personal communications skills.

4. Basic computer skills

5. Ability to communicate effectively and professionally in both verbal and written form with customers, co-workers, supervisors and subordinates.

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service.  Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences:  Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles.  Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating.  Challenge stereotyping or offensive comments.  

3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications.  Listens with interest to what others have to say.   

4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities.  Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed. 

5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure.  Sets high standards for own performance, showing determination in the face of obstacles and setbacks.

6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work.  Monitors progress of performance and changes approach accordingly, following through on commitments. 

PHYSICAL/SENSORY DEMANDS:

* Ability to walk, sit or stand for periods of time exceeding 60 minutes.

* Ability to run, climb and/or carry fire extinguishers weighing up to 50 pounds.

* Ability to assist in lifting sick and/or injured persons weighing in excess of 75 pounds.

* Ability to perform duties in adverse weather conditions including but not limited to extreme cold, heat, dry or wet conditions.

* Able to function in an area with possible exposure to blood and other potentially infectious material.