Communications Specialist I (Grant/Ft/Benefits)

Job Description Summary:

The Communications Specialist provides the first impression of the organization, answering questions regarding routes, bus schedules and services provided by Harford Transit LINK and connections to commuter bus and train services. This position demands a unique combination of knowledge, skills, and abilities to handle the multifaceted responsibilities. The position is responsible for providing excellent customer service to both riders and associates while accurately scheduling and dispatching fixed route and demand response bus operators and buses. This role utilizes Microsoft applications, computer routing and dispatching software and other resources. With knowledge of the Harford County area, this position is responsible for organizing, processing, and scheduling passenger trips while assigning trips for efficient use of transit resources. This role utilizes communication through a two-way radio and telephones.

Under the supervision of the Transit Manager, this position involves regular interaction with the general public, including seniors and individuals with differing abilities. Responsibilities include completing forms and performing administrative tasks, such as accurately tracking required data for Transit Operations. The role also involves identifying, monitoring, and reporting operational issues and incidents to supervisors, as well as recommending and implementing solutions to improve service.

The individual will prepare written reports related to safety incidents and maintain records of breakdowns and mechanical defects in the appropriate logs. When necessary, the employee may also operate a bus and perform other related duties as assigned.

This role is set in a fast-paced, and at times high-pressure, environment. Transit operations run from 4:00 AM to 9:30 PM, with this position scheduled for the 1:00 PM to 9:30 PM shift.

Harford County Government Core Values are essential to successful job performance and this position, as with all positions at Harford County, is accountable for integrating Core Values in the execution of responsibilities.

Job Description:

BUDGETED SALARY: $56,160.00 - $62,858.01

Essential Duties:

• Assists management with the efficient operation of Harford County's Transit system.
• Works closely with the general public, including seniors and people with differing abilities.
• Responsible for influencing positive employee morale and quality customer service.
• When required, assist and/or guide Bus Operators with necessary functions to service clients.
• Provide paratransit dispatching and routing services to seniors and disabled individuals by dispatching paratransit vehicles.
• Assigns and schedules Fixed Route and Demand Response Bus Operators (and vehicles) utilizing Ecolane or Passio operating software.
• Monitor computer and maintain communication with drivers via two-way radio on information regarding scheduling opportunities and field situations.
• Monitors vehicle locations and movement patterns.
• Transmits and relays emergency messages from drivers, supervisors, and other county employees. Composes driver accident/incident forms and, after approval by management, posts bus notices when necessary.
• Maintains close liaison with the on-site county vehicle maintenance contractor to ensure proper preventive maintenance of vehicle, safety-related or general maintenance repairs are made in a timely manner.
• Assists with scheduling driver training, team meetings and other activities like assigned computer lessons, securement trainings, etc.
• Performs general clerical duties in the absence of administrative personnel.
• Receives, researches, and/or assists with passenger complaints.
• Serve as a backup driver for bus routes on occasion as needed.
• Candidate must acquire CDL w/B & Passenger/Air Brake Endorsement within 12 months of employment (onsite training provided).
• Troubleshoots various technical issues related to onboard technology.
• Assists drivers on buses by restoring connectivity to onboard hardware (MDTs, Token Transit Validators, Destination Signs, etc.), monitoring the functionality of onboard surveillance cameras, etc. Assume the role of a Communications Specialist II, as needed.
• Performs related tasks or other duties as assigned.

Years of Experience:

• One (1) or more years' experience in the passenger and/or transportation/logistics field, which includes experience scheduling drivers/deliveries, vehicle maintenance, etc.
• One (1) or more years' experience monitoring vehicles operating in a service area which includes scheduling drivers and equipment.

Years of Supervisory Experience: N/A

Education:

High School Diploma or GED

Certifications, Licensures, and Examinations:

• A valid Class C non-commercial drivers license with no more than three (3) points.
• Candidate must acquire CDL w/B & Passenger/Air Brake Endorsement within 12 months of employment.

Knowledge, Skills, and Abilities:

• Ability to effectively multitask in a dynamic and often high-pressure environment.
• Knowledge of our service area, including streets and landmarks.
• Familiarity with routing and dispatching software (CAD AVL) and hardware.
• Experience with GPS, AVL QR technologies and communication systems.
• Excellent written and oral communications skills.
• Proficient at problem solving, making quick, accurate and logical decisions.
• Excellent Microsoft Office suite skills, especially Excel and Word.
• Must have strong attention to detail.
• Must have strong administrative skills
• Must have the ability to communicate with multiple parties, through phone, two-way radio or in person, often at the same time.
• Ability to prioritize tasks, while overseeing urgent situations and regular operations.
• Ability to monitor personnel routing and dispatching software for vehicle locations to assist drivers in on time performance.
• Ability to read and interpret fixed route schedules.
• Must be able to lift up to 40 pounds.

SAFETY:

Must comply with all Federal (OSHA), State of Maryland (MOSH), safety regulations and applicable Harford County safety policies, procedures, or manual as required for this position.

COMPENSATION:

Other compensation may include but is not limited to:

• Overtime
• Compensatory time
• Shift Differentials

BENEFITS:

• Harford County offers an exceptional benefits package that includes:
• Health, Dental & Vision insurance
• Flexible Spending Accounts
• State Retirement Plan and Deferred Compensation
• Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• Generous Leave Package & Paid Holidays
• Tuition Reimbursement