Strategic Response Specialist

Central Ohio Transit Authority•Columbus, OH

11h•$74,027 - $87,090•Onsite

About The Position

COTA's Strategic Response Specialist is responsible for ensuring proper protocol is followed regarding accidents and security incidents involving COTA and the general public. This position partners with COTA's Transportation Services Supervisors, Customer Ambassadors and city authorities in responding to and resolving threatening situations within various service areas. This position is responsible for the creation and management of detailed documentation of motor vehicle accidents (accident investigation report, witness statements, photographs, etc.) for claims, collections, accident investigation/appeal process, and other proceedings. Additionally, the Strategic Response Specialist supports a variety of outreach efforts to ensure non-profit and community resources are available to patrons requiring such services. Performs other duties in alignment with the COTA Strategic Plan and in support of the organization's vision to Move Every Life Forward.

Requirements

Requires a High School Diploma or GED, and five (5) years of security and/or social work experience, preferably in transportation
FTA Level 1 Accident Certification upon hire
Must possess an Ohio Driver License with the ability to drive a transit vehicle for work purposes
Must have the ability to obtain TSI certification and complete all required training, if applicable

Nice To Haves

An Associate degree is preferred
An equivalent combination of education and experience in business, public administration or social work will also be considered

Responsibilities

Ensures minimum variation in scheduled transit/on-demand service and customer safety through managing on-site street operations and utilizing digital communication tools to maintain effective communication with Road Supervisors and Customer Ambassadors
Ensures all department policies and procedures are followed. Also ensures Operators maintain compliance with FTA and ADA laws and regulations
Responds to revenue and non-revenue accidents and/or security incidents in a timely manner; ensures clear, concise and accuracy of all reporting, less any discrepancies and/or falsities
Photographs accident activity (i.e., damage to vehicles, injuries to customers, etc.); records, where appropriate
Collects information from witnesses regarding accidents and security incidents, including demographic information and witness statements
Partners with Transportation Street Supervisors and uses sound judgment to de-escalate and handle potentially dangerous situations in various zones throughout the city
Works in close proximity with the city's police, safety and fire departments as needed
Serves as a witness in cases (e.g., affidavits or testimony in Union grievances, arbitration, lawsuits, etc.)
Serves as a liaison from Legal Division to Transit Operations
Executes route checks and ride checks and responds to Security-related events; monitors transit center, bus shelters and Park and Ride locations for security issues; and Assists with related task force functions in addressing security and safety concerns on bus lines and at bus shelters.
Maintains an awareness of community and non-profit organizations such as those offering services pertaining to substance abuse, mental health, unhoused, sexual abuse, etc., to connect resources to customers requiring such programs
Conducts customer well-being assessments, as needed, and connects patrons to resources and long-term care support, when applicable; and, Maintains courteous and informative communications with the public and customers.
Supports the ongoing operations of the COTA Safe & Secure For All Task Force
Participates in internal meetings regarding trends in transportation as directed by the Director of Risk Assessment
Must be willing to work any shift and day as required
Must be flexible in work assignments and daily tasks
May be required to be available through a mobile device via voice during and outside of normal working hours, at the manager's discretion, and must respond within a reasonable timeframe
Regular, predictable and punctual attendance required
Performs other duties as assigned