Radio Controller

Capital Metropolitan Transportation Authority•Austin, TX

17h•Onsite

About The Position

This position reports to the Manager, Operations Control Center (OCC) and is responsible for monitoring and reporting incidents involving the CapMetro service area. The role involves supporting OCC operations, advancing the goals of Bus Operations and Vehicle Maintenance departments, and actively monitoring all operational systems to maintain situational awareness and identify issues impacting CapMetro service and customers. A key aspect of this role is promoting a culture of rapid response, efficiency, and effective incident management.

Requirements

Bachelor’s degree in Public Administration, Transportation/Logistics, Business/Management, or a related discipline. Additional relevant experience may substitute for a degree on a year-for-year basis for up to four years.
Three (3) years’ experience in transportation, transit, or service-related industry.
Knowledge of CapMetro services and experience using public transit as a rider.
Knowledge of principles and practices of transit operations associated with transit service delivery and operations supervision.
Knowledge of computer aided dispatching software for OCC and Field Operations.
Ability to communicate effectively both orally and in writing with diverse customers, employees, contractors, other agencies, public officials, and the public.
Ability to work varied days, hours, and shifts, including weekends as necessary and on-call response to serious accidents or incidents on a 24-hour basis.
Knowledge of the National Incident Management System (NIMS), and the Americans with Disabilities Act (ADA)
Ability to use MS Office including Excel, Outlook, PowerPoint, applications.

Responsibilities

Support OCC operations and advance the goals of the Bus Operations and Vehicle Maintenance departments.
Actively monitor all operational systems to maintain situational awareness and identify issues impacting CapMetro service and customers.
Promote a culture of rapid response, efficiency, and effective incident management.
Coordinate timely responses to service disruptions, accidents, emergencies, inclement weather, natural disasters, and special events.
Notify and collaborate with OCC staff, contracted service provider dispatch, field personnel, and Communications staff to minimize customer impacts.
Coordinate dispatching, communications, and service assignments to optimize the use of facilities, equipment, and personnel.
Provide after-hours operational support for social media responses related to service disruptions.
Notify and coordinate with contracted service providers to address incidents and performance issues safely and efficiently.
Proactively assist in resolving operator, customer, and community concerns related to safe and reliable transit service.
Collect, analyze, and prepare reports on performance data related to productivity, service delivery, and customer experience.
Maintain and update documentation for policies, standard operating procedures, communication protocols, business processes, and training programs; recommend improvements as appropriate.
Utilize facility and vehicle camera systems to support accident reviews, incident investigations, employee injuries, customer complaints, and criminal investigations.
Demonstrate and promote a strong commitment to safety through leadership, role modeling, and consistent application of safe work practices.
Support Capital Metropolitan Transportation Authority’s Safety Management System (SMS) by following safety and security policies, integrating safety into daily work, and reporting safety and security concerns.
Perform other duties as required and/or assigned.