Onsite Traffic Monitoring Operator/Traffic Management Center

AECOM•Ankeny, IA

1d•Onsite

About The Position

AECOM is seeking a Traffic Monitoring Operator for the 2nd shift, based in Ankeny, Iowa. The role involves working with multiple software platforms and web-based applications to monitor state roads, manage events/incidents, dispatch personnel, and handle public inquiries. The Traffic Management Center (TMC) operates 24/7/365, providing incident management, dispatching, and traveler information services for Iowa's roadways. The operations team works in shifts, monitoring and responding to traffic conditions, ensuring safety, and communicating with motorists, first responders, and IDOT staff.

Requirements

High School Diploma or GED.
Ability to remain in a stationary position for long periods while monitoring Intelligent Transportation Systems (CCTV, ramp meters, radio, calls, communication).
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.
Demonstrated 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 Intelligent Transportation Systems devices such as surveillance cameras and dynamic message signs.
Monitor camera video and other information sources to detect and verify events impacting traffic flow and safety (e.g., motorist assists, crashes, debris, abandoned vehicles, stalled vehicles, maintenance, construction).
Log potential and confirmed events impacting traffic flow and safety, including lane and shoulder closures.
Dispatch and coordinate with Highway Helper Operators for roadside services.
Provide clear and accurate directions and descriptions of traffic events.
Monitor software-generated response plans to mitigate traffic flow impacts and update plans as necessary.
Monitor weather conditions and their effects on traffic flow, providing notifications to motorists and agencies.
Update information on IDOT’s traveler information website, 511ia.org.
Participate in required technical and customer service training and certification.
Follow Standard Operating Procedures and Standard Operating Guidelines.
Perform routine updates of asset records, equipment, and contact lists.
Perform communication tasks consistent with high customer service expectations.
Dispatch and communicate with Highway Helpers using program-directed radio and phone communication protocols.
Communicate with appropriate local agencies and authorities to monitor and clear traffic incidents.
Answer phone calls and provide information or assistance to motorists, IDOT personnel, or other agencies regarding traffic and road conditions; transfer calls as appropriate.
Answer phone calls and communications from law enforcement and other agencies, coordinating assistance from DOT maintenance staff outside of business hours.
Communicate via radio/phone with law enforcement, ambulance, fire department, and towing service staff, providing clear and accurate information regarding traffic incidents and required response.
Communicate via radio/phone with Department personnel statewide (IDOT Maintenance, Construction, management, FHWA) to provide clear and accurate information regarding incidents, traffic, maintenance, construction, and related weather conditions.
Perform written documentation of activity and communication in a clear, concise, and complete manner.