Essential Functions:
- Contribute to providing an outstanding guest experience for everyone visiting the National Aquarium.
- Welcome guests and non-Aquarium staff to the National Aquarium warmly and ask how you can help them.
- Communicate appropriately over the Aquarium’s FCC-licensed two-way radio system, using appropriate NA ten codes and Safety and Security Team-member call signs.
- Ensure you are reachable by radio on Channel 1 (Security) whenever on Aquarium property.
- Be punctual and reliable in arriving and relieving colleagues at posts scheduled by Supervisors on the board at Security Base each shift.
- Verify credentials and restrict access to Aquarium facilities to only those with valid authorization.
- When on post outside Aquarium buildings and/or patrolling Aquarium property, radio Security Base of anything concerning you identify and follow any subsequent instructions from the team-member staffing the Base post.
- When posted at P3 Base, ensure all guests, contractors, and volunteers sign in appropriately on the tablet provided at the P3 Reception for that purpose.
- Phone or radio contacts receiving visitors and/or deliveries upon arrival at Security Base – let receivers know who or what is waiting for them and the location.
- When opening the Aquarium for the business day, unlock the front entrances at the appointed time and radio to inform Security Base to confirm which doors you have opened.
- When opening the Aquarium for the business day, start any mechanical conveyances (escalators, movalators, and/or elevators) that are not already running and radio to inform Security Base what you have done after you have done so.
- When opening the Aquarium for the business day, unlock any secured emergency exits and radio to inform Security Base what you have done after you have done so.
- Ensure any mechanical conveyances and ingresses/egresses are unobstructed by hazards at any time. Radio to alert P3 Base if you have identified any obstructions, what you found, and where you found it.
- When closing the Aquarium at the end of the business day, sweep all public and backup spaces to ensure only authorized persons remain, if you are assigned to the Sweep Unit. Shut down escalators as you pass up or down them but leave movalators running. Lock out P4 Passenger Elevator above P4L1 until reopening the next day.
- When closing the Aquarium at the end of the business day, close any exhibit curtains when passing those locations in the building sweep.
- Create parking reservations in the Online Parking Management System in Salesforce and e-mail your colleagues via the SecurityTeam@aqua.org to inform them of any special arrangements. Radio the entire Safety and Security shift, if making last-minute/short-notice parking arrangements. Always verify parking is available in the location requested in the Online Parking Management System prior to agreeing to let anyone park anywhere on property.
- When posted outside Aquarium buildings, direct vehicular and foot traffic, as needed.
- Check deliveries at Security Base and loading docks and radio recipients to inform them they have deliveries – especially anything listed as “perishable” or that "contains live animals.” Keeping the loading docks clear of packages is a safety concern and also helps disincentivize theft.
- When posted in the Circle and unsure if any non-Aquarium vehicles are authorized parking in a location, radio Security Base for verification.
- Know the process for engaging the contract towing service to remove unauthorized or illegally parked vehicles from Aquarium property.
- When posted in the Circle, direct guests to the three parking garages with which the Aquarium is partners and for which guests’ parking is validated for discount.
- When posted in the Circle, direct busses to appropriate offsite parking locations, if asked.
- Coordinate queuing of vehicles temporarily holding in the Circle in a safe, logical, and appropriate arrangement by communicating with and directing drivers.
- Monitor wait times of vehicles holding in the Circle and politely but assertively direct drivers who have exceeded the wait limit they need to move along.
- Ensure fire lanes surrounding Aquarium vehicles are always accessible to emergency vehicles and radio Security Base if ever they are not.
- Direct those parking scooters to keep them clear of Aquarium fire lanes and/or relocate scooters from fire lanes yourself.
- Understand and be able to communicate the basic discounts for guest parking.
- When posted in the Circle, communicate with delivery and/or pickup drivers as to the purpose of their visit, then radio Security Base for instructions as to how to direct those vehicles (whether to temporary Circle locations, loading docks, or elsewhere).
- Bar scooter-delivery contractors from dropping any rental scooters off on Aquarium property.
- Caution drivers/riders and inform Security Base of the unsafe use of any vehicle on Aquarium property.
- Guide any delivery vehicles backing down Aquarium property by walking ahead of them and cautioning pedestrians and drivers to ensure safety.
- Prevent guests from harassing wildlife and one another while patrolling Aquarium property.
- Order trespassers out of the Dolphin Fountain on P4, since the water in that pool is untreated and could present health and safety hazards.
- Rescue anyone who has inadvertently or intentionally fallen into the Harbor using available safety equipment and communicating relevant details of incident with Security Base.
- Verify the readiness and cleanliness of the Safety and Security Team emergency vehicle.
- Verify that any Aquarium vehicles parked on property are appropriately secured and radio any deficiencies to Security Base.
- When posted at Security Base, monitor security cameras closely and radio team-mates to inform them of and direct them to areas of concern.
- When not on a fixed post, conduct walkthroughs inside and outside Aquarium buildings, looking for any unsafe, suspicious, illegal, dangerous, or otherwise concerning behavior. Concisely communicate any findings to Security Base and colleagues on the shift. Vary your route often, so as to not become predictable.
- When patrolling Aquarium property, communicate with colleagues and investigate any areas of concern.
- When patrolling, verify the safety and security of all building access points (people doors, roll doors, intakes, outflows) and communicate any deficiencies to Security Base.
- Create work orders in the Online Facilities Management System to communicate any building-related issues requiring service to the NA’s Facilities and inform SecurityTeam@aqua.org you have done so to avoid duplicate reporting.
- Inform Facilities and/or Life Support Teams of any emergencies related to their areas of responsibility and expertise.
- E-mail NA IT Help Desk detailed service requests for technical support of any problems with the NA security cameras or proximity-card access controls.
- Log relevant details of all keys given to or returned by staff from the Security Control Key Boxes and immediately e-mail SecurityTeam@aqua.org about any lost, stolen, or otherwise missing keys.
- Ensure accurate key counts on shift keyrings at the beginning and end of each shift. Immediately report any deficiencies to SecurityTeam@aqua.org.
- Report any suspicious, dangerous, ambiguous, unexpected, concerning, and/or emergency situations via radio to Security Base as they occur.
- Always communicate concisely (giving all relevant details in as few words as possible) and professionally will all guests, contractors, and colleagues.
- Understand the protocols and processes for communicating with the NA’s Incident Communication Team (ICT).
- Understand the protocols and processes for making All Calls on the NA two-way radio system.
- Understand how to manually operate the building-closing announcements over the building’s public-address (PA) system.
- Understand the protocols and procedures for using the NA Emergency Notification System (ENS), powered by Alertus.
- Understand how and when to communicate via the security-camera loudspeakers.
- Maintain professional working relationships with law-enforcement and other safety personnel helping to protect the public and private property.
- Understand the protocols and processes for requesting support and assistance via the Baltimore City 911 and 311 systems.
- Know how and why to contact the Mayor’s Office for Homeless Outreach and/or the MPD Homeless Outreach Team.
- Understand the protocols and processes for communicating with Animal Care and Welfare (ACW) staff using that team’s after-hours call-down process.
- Respond to any building alarms (smoke/fire, water safety, venom) and follow established safety protocols.
- Investigate unscheduled stoppages of mechanical conveyances (escalators, movalators, and/or elevators); communicate stoppages to Guest Service (GS) Managers and Leads; clear conveyances of staff and guests; and attempt to restart conveyances.
- If mechanical conveyances (escalators, movalators, and/or elevators) fail to resart from both the top and bottom; radio GS Managers and Leads if a reroute is required; and alert Facilities (if during Facility Team hours) or Security Base (if before or after Facility Team hours) to contact Otis Elevator and Escalator to request technical support to troubleshoot and restart the conveyance. Inform GS Managers and Leads of any estimated arrival times (ETAs) received from Otis.
- Assist staff or guests with mobility issues using the stair-chair assistive equipment in the event conveyance failures have left them unable to leave a space.
- E-mail the Integrated Pest Management (IPM) Team of the location, time, and type of any vermin sightings (e.g., mice, rats, lizards, fruit or phorid flies, cockroaches).
- E-mail the Director of Business operations of any sanitary concerns you witness in relation to any of the restaurant spaces in the Aquarium.
- Understand how and when to communicate animal-welfare concerns with the appropriate teams.
- Assist the Manager of Safety and Risk with ensuring all hot work in the Aquarium is appropriately permitted through the NA’s standard processes and prevent any unauthorized hot work from taking place.
- Immediately assist with all Code Parent and Code Adam incidents, unless otherwise engaged in another incident.
- Support Safety and Security Team Management and Supervisors with investigations, as requested. This may include providing writing statements, reviewing camera footage, and gathering information.
- Document safety and/or security concerns and/or medical responses in written Incident Reports in the Online Security Log System.
- Use the Safety and Security bolt cutter to gain access to staff lockers and/or remove illegally parked bicycles or scooters, if directed by management.
- Secure the Diagonal Foot Bridge with the Safety and Security scissor gates in the event weather presents hazardous conditions on the surface of that bridge, as directed.
- De-escalate conflict whenever and wherever it occurs on Aquarium property, then report relevant details immediately to Security Base.
- Support the Aquarium and its partners in shrink- and loss-prevention activities.
- Provide thorough and accurate information in all Incident Reports and Security Logs, as this documentation may need to be shared with NA Leadership, public-safety officials, and/or insurance and other service providers.
- Assist other Operations Teams by receiving and transporting valuable lost-and-found items to Security Base. Document valuable items in the Online Lost-and-Found Management System and delivery non-valuable items (e.g., clothing, bottles, toys) to the GS staff posted at Stroller Check.
- Serve as first-aid/CPR/AED-trained Aquarium First Responder, as directed.
- Check and restock contents of NA first-aid kits, as requested. Properly dispose of expired materials and information Safety and Security Managers of supplies needing to be reordered in a timely manner.
- Alert Safety and Security Team Managers of any flammable materials improperly stored on premises.
- Assist NA staff and guests with contacting the Waterfront or Downtown Partnerships to obtain safety escorts.
- Support GS Leads and/or the NA’s food-service-partner's staff with enforcing the policy of not allowing outside food in Aquarium restaurants.
- Radio the Custodial Team to direct them to any areas that need cleaning inside or outside the building.
- Abide by animal-care protocols and processes when entering any quarantine spaces.
- Patrol inside and outside the Aquarium, identify actual and potential threats and risks, and radio Security Base of any relevant findings.
- Provide crowd-management assistance throughout the day, especially during any emergencies, evacuations, or system failures.
- Be available for recall to the Aquarium in the event of a disaster.
- When posted at Security Base, function as the dispatcher for other Safety and Security Team members.
- Maintain strict confidentiality in all aspects of the safety and security functions and reporting duties.
- Report any observed violations of Aquarium local, state, or federal law or Aquarium policies or procedures to Safety and Security Team Managers.
- Prevent guests from running inside the building, playing on escalators, sitting on railings, carrying children on their shoulders, or behaving in any other unsafe or dangerous manner.
- Radio Security Base and Facilities Team immediately of any leaks, puddles, floods, new structural cracks, odd noises or smells from mechanical equipment, broken glass, or any other concerning structural components.
- Unlock conference rooms, classrooms, mechanical rooms, and other secured workspaces for authorized users, as needed.
- Monitor radio traffic, e-mail, and Aquarium publications to remain aware of and current with the latest information.
- Support Team Managers and Supervisors with conducting investigations, as requested. This includes assisting in fact finding, gathering and preserving evidence, drafting reports and documentation.
- While patrolling, visually inspect all guest-facing (front-of-house) and work (back-of-house) areas to ensure there are no security threats or safety risks. Communicate any concerns or other feedback to Security Supervisors.
- Prevent guests from smoking and/or vaping in Aquarium buildings and inform Security Base of any infractions.
- Assist GS Managers with escorting guests being asked to leave out of the building onto the piers and off Aquarium property.
- Assist managers with escorting terminated staff to collect personal items and out of the building.
- Supports the guest experience by being a well informed and professional National Aquarium representative at all times while on Aquarium property by staying current on news and information by using resources such as AquaNet, Aqua.org, morning huddles, News You Can Use, and other available sources of NA current events and information.
- Comply with all Americans with Disabilities Act (ADA) requirements.
- Perform other duties as assigned.
Required Qualifications:
- Knowledge: high-school diploma or equivalent.
- Security experience preferred.
- 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 (sexual harassment, zoonotic disease prevention) within 30 days of hire date.
- Complete NA 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, Team, Excel, Power Point).
- 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
The National Aquarium is committed to diversity and invites individuals who bring a diversity of culture, experience and ideas to apply.
Total Compensation Information:
Hourly range ($16.00-16.79) with hours worked over 40 paid as overtime, holiday premium pay, and extra pay for night work. 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 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.
