Passenger Information Coordinator

UNION PAY RATE:
This is a union position represented by the Protec17. The starting hourly rate for this position is contractually set at $31.25.

*** Because this is a union position, the benefits differ slightly from those listed in the "benefits package" link below in the following ways:

• New employees will receive 25 days of PTO.
• Employees will receive up to 2 floating holidays per calendar year (2 if they start January - June; 1 if they start July - December).
• 2 Volunteer Days per year, starting in the next calendar year.
• These positions are represented by Protec17 and the terms of the bargaining agreement apply.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including, but not limited to:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Parental Leave: 12 weeks of parental leave for new parents
• Pet Insurance
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

Under general direction, performs a full range of technical and practical functions to electronically produce and post customer notification information for Sound Transit services using various systems alerts such as public address (PA) and variable message announcements (VMA), email, text messaging, website , and automated phone system; provide rider alerts for Link, Sounder, ST Express, and Bus Rapid Transit; monitor partner agencies systems to get real-time information (when available); monitors social media and provides customer service related responses; receive and interpret information regarding planned and unplanned incidents and activities that will have an impact on the customer's use of Sound Transits fixed route services; develops, implements, and provides training related to assigned area of responsibility; manages and updates Knowledge Base and other informational tools as necessary.

ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Responsible for producing and posting customer notification information for Link light rail and all other Sound Transit services, using various systems, such as public address (PA) and variable message announcements (VMA), email, text messaging, website, and automated phone system.
• Collaborates with operations, security, and station agent teams as needed during service disruptions.
• Coordinates with IT and Communications departments regarding technical operation of the agency websites and social/new media tools and communications.
• Partners with Communications and Service Planning staff for public communication of service delivery changes.
• Monitors social media and provides customer service-related responses as directed.
• Performs the more technical and complex tasks such as preparing weekly, monthly, and quarterly reports for the customer service division.
• Essential Functions will be added as needed related to the Customer Experience and/or Operational needs.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience:

Associate's degree in Communications, Public Affairs, Business Administration, Public Administration, or closely related field; Three years of experience working in a public transit agency, dispatch, or communications, supporting passengers or the public; Or a combination of education and experience.

Required Licenses or Certifications:

• Right of Way Certification within 1 month of hire.

Required Knowledge and Skills:

• Operations, services, and activities of assigned Customer Service and Information program(s) and project(s) area.
• Professional and/or technical knowledge of industry principles and practices for the area of responsibility including customer service principles and practices.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.
• Principles of business writing and report preparation.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Proficiency with online publishing tools and social media tools such as Twitter, Facebook, and other online tools.
• Principles and procedures of record keeping, preparing, and analyzing data and comprehensive reports.
• Demonstrating a positive customer service orientation with both internal and external clients.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.
• Analyze situations quickly and adopt an effective course of action, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
• Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect with speed and accuracy.
• Ability to effectively perform and clearly communicate in a high stress, rapidly changing environment.
• Ability to maintain composure; does not become defensive or irritated in times of stress or during emergency situations; does not show frustration when resisted or blocked; is a settling influence in a crisis.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Applying appropriate oral and written communication techniques to various individuals ranging from Agency employees, the public, elected officials, community leaders, and local, state, and federal agencies.
• Applying project management techniques and principles.
• Ability to quickly find common ground and solve problems for the good of all. Someone who is a collaborator and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
• Ability to learn quickly when facing unfamiliar problems; open to change; analyzes both successes and failures for clues to improvement.
• Ability to practice active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Preferred Knowledge and Skills:

• Dispatching.
• Public Communication.
• Public Transit.
• Social Media.

Physical Demands / Work Environment:

• Work is performed in a standard hybrid office environment.
• Position is responsible for working in the Link Control Center which responds to mulitple alerting and responding to multiple scnearios. May be subject to hearing, talking, and seeing.
• Team coverage is 21 hours a day, 7 days a week. Must be able to work early mornings, late nights, weekends, and holidays, (and potential split shifts as needed).
• Position is mostly in-person, with the occasional remote shift, working in the agencies Link Control Center. Shifts are 4 days a week, 10-hour shifts. The current shift include a minimum of one weekend day.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.