Critical Incident Response Specialist - Remote, Hybrid, & HQ Options

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.

Job Category : Compliance

Requisition Number : CRITI001860

West Bend, WI 53095, USA

Job DetailsDescription

In an emergency, the right voice can save a life. Be a lifeline for someone on their worst day.

Be that person. Join the Critical Response Team at Delta Defense!

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the United States Concealed Carry Association.

The USCCA safeguards life, freedom, and finances for responsible American protectors. Learn more about the USCCA at https : / / www.usconcealedcarry.com /

Position Summary :

As a Critical Response Team Specialist, you'll be the vital link for USCCA members during lawful self-defense incidents, after they make their initial call to 9-1-1. Your role is to advocate for our members and guide them through the unexpected fog and challenges, providing immediate, calm, and effective guidance, ensuring our members feel supported and secure.

You may never see or meet the people you help. But they will always remember the voice that answered the phone when they needed it most. If you seek a fulfilling role where courage sounds like compassion and heroes sound like you, apply today!

Essential Duties and Responsibilities :

• The Critical Response process is holistic in its handling of member situations (e.g., addressing legal, physical, emotional, financial, psychosocial, behavioral, and other needs).
• Provide immediate member support over the phone, partnering with appropriate internal and external stakeholders.
• Remain available and accessible to members via phone for the entire duration of shift.
• Deliver services in alignment with the USCCA benefits outlined in membership.
• Advocate for members involved in a lawful self-defense incident.
• Refer members to appropriate services, answer questions, and resolve problems.
• Provide sufficiently detailed notes to colleagues when transitioning on / off shift.
• Prepare incident reports and other required record keeping. Provide sufficiently detailed notes to colleagues when transitioning on / off shift.
• Employ patience, empathy and strong listening skills while ensuring member needs are fulfilled in a timely and satisfactory manner.
• Engage promptly and communicate effectively with attorneys.
• Other duties as assigned.

Skills / Abilities, Experience and Education Requirements :

This is a 12-Hour Shift position : 7 : 00pm - 7 : 00am Central Time.

Must be available to work weekend and holiday schedule rotation.

This position allows for the ability to work hybrid, in-office, or remote based on location.

Unable to accept applications from the following states : CA, HI, NJ, NY, WA.

Training for this role lasts approximately 6 weeks, and requires 1 week of training on-site at company headquarters in West Bend, WI . Travel and training expense covered by the company.

Benefits information can be reviewed and applications accepted at : https : / / www.deltadefense.com / careers

Why YOU should Work at Delta Defense!

PM19

LI#-REMOTE

September 10, 2025

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Remote working / work at home options are available for this role.