Radio Controller

Job description

Description

WHO WE'RE LOOKING FOR

This position reports to the Manager, Operations Control Center (OCC) and is responsible for monitoring and reporting incidents involving the CapMetro service area. 

Responsibilities

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

 

Operations Control & Service Monitoring

• 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.

 

Incident Response & Coordination

• 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.

 

Service Provider & Stakeholder Support

• 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.

 

Data, Reporting & Documentation

• 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.

 

Investigations & Surveillance Support

• Utilize facility and vehicle camera systems to support accident reviews, incident investigations, employee injuries, customer complaints, and criminal investigations.

 

Safety & Compliance

• 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.

   

Additional Responsibilities

• Perform other duties as required and/or assigned.

Qualifications

WHAT YOU BRING

• 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, Skills and Abilities

• 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.
   

WORK ENVIRONMENT AND PHYSICAL DEMANDS 
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. 
 
Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. 
 
Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described. 

Mobility Status: 
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions

SAFETY SENSITIVE POSITION 
This position is identified as an FTA safety-sensitive position. An employee in this position must participate in the Employer’s testing program for prohibited substances. Participation in this program is a condition of employment with CapMetro. A safety-sensitive employee is randomly tested for prohibited drug use or alcohol misuse while the employee is performing safety-sensitive functions; just before the employee is to perform safety sensitive functions; or just after the employee has ceased performing such functions.