Shire Jobs

Assistant Manager Communications UCCC

Job ID:

240481

Location:

VA - Metro Bldg At Eisenhower

Full/Part Time:

Full-Time

Posting Open-Close

09/11/2024

-

09/21/2024

Union

NRP

Regular/Temporary:

Regular

Job Description

MINIMUM QUALIFICATIONS

Education

• Associate Degree in Communications, Writing, English, or related field of study

• In lieu of an Associate Degree, a High School Diploma/GED and two (2) years of work experience in an operations control center or similar environment, in addition to the experience below, will be considered.

Experience

• A minimum of four (4) years of transit dispatch, public address, public relations or similar communications experience to include,

• at least one year in a control center or similar operational environment

Certification/Licensure

• Roadway Worker Protection (RWP) Certification, level 2, within six (6) months of hire and maintained for the duration of time in the job

Preferred

• Bachelor’s Degree in Communications, Writing, English or related field

• Multi-lingual

• Operations Radio communications experience

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation

In accordance with the Washington Metropolitan Area Transit Authority’s Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

SUMMARY

The Assistant Communications Manager (COMMS 2) works in the Unified Communications Control Center (UCCC) and manages and supervises a team of Communications Agents who receive, process, and disseminate MetroBus and MetroRail service and system related information to customers and staff. The incumbent ensures that all information disseminated by UCCC is up-to-date, clear, helpful, and in accordance with UCCC policies, procedures, and guidelines. The incumbent collaborates closely with stakeholders and managers within the Metro Integrated Command & Communication (MICC) center including Bus Operations Control (BOC), Rail Operations Control (ROC) and Maintenance Operations Control (MOC) as they are primary contributors of important information disseminated by the UCCC. The incumbent assists the Communication Manager (COMMS 1) in developing, implementing and modifying UCCC policies, procedures and guidelines to ensure customer receive information when and where they need it, efficiently and quickly. The incumbent leads by example, cultivating an environment of shared purpose and effective collaboration across all functions of the UCCC, helping customers navigate around incidents. As the direct supervisor of a team of Communications Agents (CAs), COMMS 2 is responsible for providing on the job training and mentoring as part of performance management and administrative activities.

ESSENTIAL FUNCTIONS

• Collaborates with COMMS 1 to coordinate incident response, perform quality assurance, and communicate service disruption messaging to the CAs for dissemination to internal and external customers and the public.

• Provides effective direction and oversight to the UCCC CAs, approves the content of internal messaging (Everbridge) drawing upon experience with communications in a transit operations environment to ensure that all information content disseminated by UCCC is accurate and delivered in language that is understandable and useful to the intended audience.

• Collaborates regularly with the MICC staff, Customer Service (CSVC) and other Metro departments to align communications with real time operational conditions and future service adjustments to ensure service information communicated to Metro customers and impacted staff corresponds with actions to be taken for unplanned and planned service adjustments such as station and elevator closures, detours etc.

• Communicates with Bus Communications Specialists to request, coordinate or cancel bus shuttle/bridge services. Deploys Ambassadors to incidents when warranted.

• Supports, promotes, and models a culture of safety, accountability, and trust. Mentors, coaches, and teaches subordinate staff; recommends formal and informal training and conducts performance management assessments and other supervisory-related administrative activities to grow a skilled, equitable and inclusive team that prioritizes safety, customer service and diversity.

• Establishes Key Performance Indicators (KPIs); collects and analyzes communication data related to station operations; makes recommendations for improvement; and implements action plans to ensure continuous progress and provides visibility to senior management regarding changes to the processes and practices.

• Participates in After-Action review briefings on UCCC’s response to incidents, recommends changes in procedure and protocol and commends UCCC staff for admirable actions.

• Collaborates with others to receive and maintain awareness of upcoming public initiatives, weather systems and other events requiring communication responses and proactively coordinates communications to ensure timely and accurate information is provided to stakeholders.

• Assists in developing, implementing and modifying UCCC policies, procedures and guidelines to ensure message content and delivery is in alignment with Agency branding.

• Develops and updates UCCC Standard Operating Procedures (SOPs) that govern how the UCCC staff implements their daily responsibilities for approval by Safety and other authorized approvers.

• Investigates and validates draft incident reports received from CAs, using CCTV, AIM and other investigative tools to ensure accuracy and to coordinate and prioritize CAs response to reported incidents.

• Directs and approves messaging from CAs on multiple platforms.

• Provides guidance and direction to Public Communications Coordinators during incidents.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and

experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment

• Personal interview

• Verification of education and experience (including certifications and licenses)

• Criminal Background Check (a criminal conviction is not an automatic bar to employment)

• Medical examination including a drug and alcohol screening (for safety sensitive

positions)

• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for

employment without regard to race, color, religion, sex, sexual orientation, gender identity, national

origin, disability, status as a protected veteran, or any other status protected by applicable federal

law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace

the official job description. Job descriptions are available upon confirmation of an interview.