Onsite Transportation Monitoring Operator/Call Center

AECOM•Fairfax, VA

21h•Onsite

About The Position

AECOM is hiring an onsite Transportation Operations Center (TOC) Operator in Fairfax, Virginia. The TOC provides incident management, dispatching, and traveler information services on Virginia roadways around the clock, every day of the year. Operators work assigned shifts after training and respond to changing traffic conditions and impacts to traffic flow and safety through coordination with first responders, VDOT staff, Virginia State Police, and other mobility stakeholders. The position uses Advanced Traffic Management Systems (ATMS) software and other software platforms and web-based applications to monitor roadways, manage events and incidents, and control or monitor Intelligent Transportation Systems devices. Operators review camera video and other information sources, log events, dispatch Safety Service patrollers, communicate with partner agencies, and answer calls about traffic and road conditions. The role is based at the client site and is not remote. The posted pay rate is $27.00 per hour.

Requirements

High school diploma or GED equivalent.
At least 18 years of age.
Flexibility to work all shifts: first shift, 6:00 a.m. to 6:30 p.m., or second shift, 6:00 p.m. to 6:30 a.m.; shifts are assigned after training.
Pass state and federal criminal history/security background checks, including VDOT fingerprint-based Criminal History Records Check.
Pass a pre-employment drug screen and participate in the program’s mandatory random drug-screening process.
Ability to operate software platforms and web-based applications.
Ability to operate a computer and monitoring equipment while sitting or standing at a desk for the entire shift.
Ability to remain stationary for long periods while monitoring CCTV displays, meters, law-enforcement radio broadcasts, answering calls, and communicating with staff or partner agencies.

Nice To Haves

Ability to work a flexible schedule based on operational needs.
Previous experience in a call center, customer service, 911 operator, or dispatching environment.
Demonstrated ability to meet high customer-service expectations.
Ability to remain calm and professional in a fast-paced, high-pressure environment.
Experience in a role involving heavy telephone volumes, radio, and computer use, such as dispatch, call taking, data entry, or emergency-center work.
Effective oral and written communication skills for in-person, radio, and phone conversations.
Ability to interpret geographic information shown on maps and map-based applications.
TOC Operator Level 1 and Level 2 certifications.
Knowledge of Virginia interstates and state routes, including the freeway system and arterial roads.
Efficient and accurate data-entry skills.
Working knowledge of ATMS software platforms and web-based applications.
Knowledge of incident-management response techniques and municipal and area traffic-management organizations.
Associate degree in civil engineering or a transportation-related field, or a combination of education and practical experience in a similar field.

Responsibilities

Use software and applications to control and monitor Intelligent Transportation Systems devices, including CCTV cameras and dynamic message signs.
Monitor camera video and other information sources to detect and verify events affecting traffic flow and safety.
Log potential and confirmed traffic-impacting events, including lane and shoulder closures related to construction and maintenance.
Dispatch Safety Service patrollers using two-way radio systems and provide clear, accurate directions and descriptions of traffic events.
Communicate with patrollers, local agencies, authorities, and wrecker companies to monitor and clear traffic incidents.
Answer calls and provide VDOT personnel and other agencies with traffic and road-condition information, transferring calls when appropriate.
Perform communications in accordance with program customer-service expectations and established radio and phone protocols.
Coordinate and collaborate with TOC staff, VDOT personnel, first responders, Virginia State Police, and partner agencies.