In Person Passenger Support Specialist (Direct Hire Temporary)

Sound Transit•Seattle, WA

18h•$22 - $54•Hybrid

About The Position

Under general supervision, supports the planning, coordination, and operational execution of Sound Transit’s In-Person Passenger Support (IPPS) programs, including the Staff Ambassador Program and contracted in-person passenger support deployments. The Passenger Support Specialist serves as a key operational resource responsible for deployment scheduling, program logistics, training support, data tracking, and supply coordination to ensure effective passenger-facing support during service disruptions, system expansions, capital project activations, special events, and day-to-day operations. This role supports cross-agency coordination by contributing to the integration of in-person passenger support strategies into operational planning efforts. The position collaborates with internal partners across Passenger Experience, Operations, Communications, Safety & Security, Accessibility Services, and Fare Engagement, while supporting coordination with external agencies and contracted in-person support providers to align deployment planning, field operations, and passenger-facing messaging to deliver consistent and coordinated service.

Requirements

Associate’s degree in Marketing, Public Relations, Business or Public Administration, Communications, Transportation, Operations, or closely related field; Three years of experience coordinating community outreach, customer service, community relations, or public relations programs and projects; Or an equivalent combination of education and experience.
Principles and practices of customer service, in-person engagement, and public involvement.
Public speaking and presentation skills to represent the agency at events, trainings, or operational deployments.
Modern office procedures, methods, and equipment including computers and applications such as word processing, spreadsheets, scheduling systems, and data tracking tools.
Principles of data collection, analysis, and reporting.
English usage, spelling, grammar, and punctuation.
Establishing and maintaining effective working relationships with diverse work groups and individuals including other agency staff, management, contracted staff, outside agencies, community groups, businesses, and the general public.
Coordinating external facing support activities, tracking deliverables and deadlines, compiling and analyzing program metrics, and preparing clear and concise reports.
Strong communication skills, including presenting ideas orally and in writing.
Skill to facilitate effective meetings and assist with training sessions.
Working effectively under pressure, meeting deadlines, and adjusting to changing priorities in dynamic operational environments.

Nice To Haves

Experience supporting transit operations deployments or transportation service programs preferred.
Fluency in a language other than English, including American Sign Language (ASL), preferred.

Responsibilities

Supports operational coordination of the agency’s In-Person Passenger Support (IPPS) programs, including scheduling, deployment tracking, and resource alignment for Staff Ambassadors and contracted in-person support across disruptions, service changes, system expansions, passenger education initiatives, safety engagement, and special events.
Maintains deployment rosters and tracking tools aligned with participation goals and recognition frameworks; improves processes to increase efficiency and reduce barriers to participation.
Recruits and trains Staff Ambassadors as assigned; maintains onboarding materials, standard operating procedures, and program documentation to ensure consistent in-person passenger support delivery.
Supports coordination with contracted in-person support vendors, including deployment communication and field supervision of contracted staff to ensure consistent operational expectations and passenger-facing delivery.
Serves as a field or virtual deployment lead, coordinating with operations, security, Station Agents, Fare Ambassadors, Passenger Information Coordinators, and other partners while providing real-time passenger assistance.
Serves as a subject matter resource for IPPS planning, scheduling, and reporting tools; supports implementation of workflow improvements and technology solutions.
Supports program data collection and reporting, including participation tracking, deployment coverage, and operational effectiveness.
Coordinates development and maintenance of planning materials and public-facing informational resources in collaboration with internal partners.
Provides IPPS subject matter expertise to project teams during service changes, capital projects, maintenance activities, and other passenger-impacting initiatives to improve accessibility, passenger flow, and wayfinding.
Manages IPPS supply operations, including inventory tracking, deployment preparation, organization of supply areas, and coordination of field logistics.
Supports budget tracking and resource coordination for assigned activities.
Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
It is the responsibility of all employees to integrate sustainability into everyday business practices.
Other duties as assigned.

Benefits

Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
Employee Assistance Program.
Paid Time Off: Employees accrue 13 days of paid time off annually.
ORCA Card: All full-time employees will receive an ORCA card at no cost.
Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

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