Crisis Response Center Supervisor Profile: Joe Villacci

 January 5, 2024

Overwatch x Rescue is an emergency SOS subscription service that provides emergency assistance to people in need, specializing in helping wilderness adventurers. In the dynamic and often high-stakes world of emergency response, the role of the Crisis Response Center (CRC) in covering Overwatch x Rescue is pivotal. As an Operations Support Specialist (OSS) Supervisor within the CRC, Joe Villacci embodies the spirit and dedication needed to excel in such a role. With a diverse educational background encompassing law, political science, and medical studies, along with his passion for the outdoors, Joe brings a unique perspective to the CRC.

A Life Shaped by the Outdoors and Emergency Response

Joe's connection to the outdoors and emergency response began early, with his involvement in the Boy Scouts as a child leading him to attain the rank of Eagle Scout. This experience, coupled with a lifelong engagement in activities like off-roading, provided him with a valuable understanding of the challenges faced by the outdoor adventurers who contact the CRC. "I've had dirt bikes, Go-Peds, go-karts, four-wheelers, all sorts of stuff. So, I've been doing that my whole life," he shares.

His experience as an EMT further deepened his ability to respond effectively in crisis situations. Joe's six years in emergency medical services enabled him to handle a broad range of scenarios, including 911 rescues, on-track aid for horse racing jockeys, and international flight screenings during the COVID-19 outbreak. His deployments with FEMA for hurricane response in the Carolinas further honed his skills in managing high-pressure situations.

Applying Experience to Crisis Management

Joe’s diverse background blends seamlessly into his role within the CRC. His understanding of emergency medical situations and his affinity with outdoor activities allow him to effectively assist and relate to those in need.

"I think the main factor from my EMT work that contributes [to my work at the CRC] is knowing that their emergency necessarily isn't your emergency," he reflects, emphasizing the importance of maintaining composure and thinking clearly under pressure. “So, to keep a cool head, go pace by pace and delegate as needed. If you freak out, it's not gonna help the person that's already freaking out. It comes with time. [It was something I learned during] my first few months or even year. We're all human; it’s something you learn and grow into.”

A Day in the Life in the CRC

Joe's day-to-day responsibilities are as varied as they are critical. "My daily responsibilities are responding to SOS alerts from various devices that we monitor," he explains. This includes handling "save our vehicle" alerts for tow services as well as coordinating customer service, crisis response, and medical repatriations for customers when needed. The job is fast-paced and unpredictable, with Joe personally interacting with anywhere from one to eight customers a day from SOS devices.

Seasonal Shifts in Crisis Calls

The types of calls that Joe handles often change with the seasons. In winter, the focus can often shift to snowmobile accidents or issues faced by cross-country skiers, while summer brings more calls related to hiking or hunting mishaps. Joe’s ability to adapt to these seasonal changes is a testament to his versatility and understanding of the diverse challenges faced by outdoor adventurers.

Finding Fulfillment in Global Impact

What drives Joe in his role as an OSS Supervisor in the CRC covering Overwatch x Rescue is the global reach and the ability to make a difference in people's lives, often on their worst days. "I like the broad reach of being able to help people around the world," he says. This sentiment reflects the core mission of Overwatch x Rescue, which is to provide comprehensive assistance across the globe, ensuring that help is always available, no matter where one may be.

Joe’s personal and professional experiences have equipped him to not only respond effectively to a wide range of emergencies but also to empathize with those he is assisting. In the CRC covering Overwatch x Rescue, Joe and his team are dedicated to ensuring that help is always just a call away, making them a trusted partner for adventurers in need.