In Person Passenger Support Coordinator (Term-Limited)

Salary range is $21.63/hour to $49.51/hour, with a midpoint of $32.21/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• 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).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount.
• 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.
• Inclusive Reproductive Health Support Services.
• 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.

This is a Term-Limited role with an anticipated end date of 60 months.

GENERAL PURPOSE:
Under general supervision, helps develop, coordinate and staff, passenger-focused support programs, with a particular emphasis on scheduling and training Sound Transit employees as part of the agency's staff ambassador program, which deploys staff members to provide in-person support during service disruptions and when launching new operating services; plans and executes in-person staffing for a wide variety of public events and activities to inform, educate and assist bus and rail transit passengers and community members in Sound Transit's operating corridor, interacting with the general public; supports Passenger Services programs by creating plans and schedules, tracking work, and preparing reports.

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.

• Supports the agency's Staff Ambassador program: schedules, coordinates, and tracks deployment of employee Ambassadors for a variety of needs, including service disruptions, service launches, bi-annual Service Changes, safety-related engagement and education, passenger appreciation events and other passenger community focused activities and events .
• Recruit and train staff Ambassadors as assigned; maintains and updates Ambassador resource materials and inventory of Ambassador supplies; coordinates internal communications around Ambassador events.
• Staff a wide variety of public events and activities to inform, educate and assist bus and rail transit passengers and community members in Sound Transit's operating corridor, including at stations and platforms and on transit vehicles. Provides information related to areas of assignment, helps determine most appropriate materials and tools for each activity.
• Act as a lead in the field and/or online during staff deployments; coordinating with operations staff, security, station agents, Fare Ambassadors and/or Passenger Information Coordinators as needed during service disruptions.
• Supports Passenger Services programs by creating plans and schedules, tracking staff ambassador shifts and other work activities and preparing reports. Acts as a subject matter expert for all planning, scheduling and reporting tools used within the team; helps to design and implement ongoing program improvements to reduce barriers to staff participation.
• Coordinates the development and maintenance of materials and calendars for assigned projects and activities; works in collaboration with internal partners to create and update a variety of public information and educational materials including webpages, flyers, fact sheets, surveys, signage and displays. Coordinates with team members across the agency to ensure quality and consistency of materials.
• Maintain, restock, organizes Ambassador supplies and supply area.
• 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 Marketing, Public Relations, Business or Public Administration, Communications, or closely related field. Three years of experience in coordinating community outreach, customer service, community relations, or public relations programs and projects; Or an equivalent combination of education and experience.

Required Licenses and Certifications:

• Valid state driver's license. Position is responsible for transporting laundry and supporting the needs of the ST Ambassador Program.

Required knowledge and skills:

• Principles and practices of customer service, public involvement and/or public relations, including interactions in-person, by telephone, via e-mail, or through written materials.
• Modern office procedures, methods, and equipment including computers and applications such as word processing, spreadsheets, and statistical databases.
• Principles of data collection, analysis and reporting
• English usage, spelling, grammar, and punctuation.
• Establishing and maintaining effective working relationships with diverse work groups and individuals including other agency staff, management, contracted staff, outside agencies, community groups, businesses, and the general public.
• Effectively representing Agency programs via contacts with internal partners, the general public, businesses, community organizations and other government agencies.
• Coordinating assigned in-person passenger support activities, tracking deliverables and deadlines, compiling, preparing, and analyzing data/metrics; independently preparing clear, concise reports and communicating regularly.
• Strong communication skills, including public speaking skills and developing/presenting ideas orally and in writing.
• Skill to facilitate effective meetings and lead training sessions
• Working effectively under pressure, meeting deadlines, and adjusting to changing priorities.

Preferred Knowledge and Skills:

• Fluency in a language other than English, including American Sign Language (ASL).

Physical Demands / Work Environment:

• Work is performed is performed in a standard hybrid office environment, transit vehicles and field environments.
• Positions working in field may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, and/or extreme noise.
• Most work is done during typical work week with frequent flexing to work weekends and off hours.
• Position is responsible for supply management and supporting the ST Ambassador Program like laundry. May be subject to bending, hearing, pushing, pulling, reaching, standing, talking, seeing, walking, and carrying and lifting up to 25 pounds.
• 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.