Onsite Traffic Monitoring Operator/Traffic Management Center

AECOM•Ankeny, IA

1d•Onsite

About The Position

AECOM is seeking a 3rd shift Traffic Monitoring Operator based in Ankeny, Iowa. The operator position involves working with multiple software platforms and web-based applications to carry out various tasks. Traffic Management Center (TMC) Operators are accountable for utilizing Advanced Traffic Management Systems (ATMS) software to monitor state roads and manage events/incidents; dispatching incident management personnel; addressing public inquiries, and facilitating effective communication, coordination, and collaboration with other staff, Iowa Department of Transportation (IDOT) personnel, and other partnering agencies. The TMC in Ankeny, IA houses a 24/7/365 program that provides incident management, dispatching, and traveler information services for Iowa’s roadways. AECOM’s operations team works in shifts at the TMC facility, constantly monitoring and responding to changing traffic conditions and their effects on safety while maintaining direct communication with motorists, first responders, and IDOT staff.

Requirements

High School Diploma or GED
Must be able to remain in a stationary position for long periods while monitoring Intelligent Transportation Systems such as CCTV camera displays, ramp meters, law enforcement radio broadcasts, answering/responding to calls, and communicating with other staff or partnering agencies.
Ability to operate software platforms and web-based applications.
Must pass a state and federal criminal history/security background check.
Must pass a pre-employment drug screen.

Nice To Haves

Previous experience working in a call center, customer service, 911 Operator, or dispatching environment.
Demonstrate ability to meet a high level of customer service expectations
Ability to work calmly and professionally in a fast-paced, high-pressure environment.
Previous experience working in a position that includes heavy telephone, radio, and computer usage.
Effective oral and written communications skills for in-person, radio, and phone conversations.
Ability to interpret or understand geographic information portrayed on a map and map-based applications.
Knowledge of interstates and state routes throughout Iowa with geographic familiarity with the freeway system and arterial roadways.
Efficient and accurate data entry skills.
Working knowledge of, and ability, to utilize and operate an ATMS software platform and web-based applications.

Responsibilities

Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras and dynamic message signs
Monitor camera video and other information sources for the purpose of detecting and verifying events that impact traffic flow and safety, such as motorist assists, traffic crashes, debris removal, abandoned vehicles, stalled vehicles, maintenance activities, and construction activities
Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity
Dispatch and coordinate with Highway Helper Operators who provide roadside services on freeways and select roadways in several regional areas of the state
Provide clear and accurate directions to the location of traffic events and an accurate description as advised by citizens, public safety partners, or IDOT personnel
Monitor software-generated response plans to mitigate the effect on freeway traffic flow and update the response plans as necessary
Monitor weather conditions for potential and observed effects on traffic flow, and take appropriate action to provide notifications to motorists and agencies about roadway conditions affected by weather
Update information on IDOT’s traveler information website, 511ia.org
Participate in technical and customer service training and certification activity as required by the program
Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program
Perform routine updates of asset records, equipment, and contact lists
Perform communication tasks consistent with the program’s high level of customer service expectations and training
Dispatch and communicate with Highway Helpers using program-directed radio and phone communication protocols
Communicate with appropriate local agencies and authorities to effectively monitor and clear traffic incidents
Answer phone calls and provide information or assistance to motorists, IDOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate
Answer phone calls and other communications from law enforcement and other agencies and coordinate assistance from DOT maintenance staff outside of business hours
Communicate via radio/phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required
Communicate via radio/phone with Department personnel statewide, including IDOT Maintenance and Construction personnel, IDOT management, and Federal Highway Administration staff as appropriate, to provide clear and accurate information regarding incidents, traffic, maintenance, and construction activity, and related weather conditions
Perform written documentation of activity and communication in a clear, concise, and complete manner