Pierce Transit is an independent municipal organization dedicated to fulfilling the mission of improving people's quality of life by providing safe, reliable, innovative, and useful transportation services that are locally based and regionally connected.

Are you a dispatch or transit operations professional with strong technical skills and a desire to step into a key leadership role on a critical communication team? We are looking for candidates who are ready to take their careers to the next level in the role of Public Transit Communications Controller.

These critical positions play a key role in support of the agency's emphasis on safety. The ideal candidates will be adept at multi-tasking while providing real-time support and coordination of Pierce Transit fixed route services.  Our Communications team works all schedules; including weekends, night shifts, and holidays, and periodic unscheduled overtime with short notice as needed. Using a variety of technology including two-way radio in accordance with Federal Communications Commission (FCC) regulations, computer-aided dispatching (CAD) and automated vehicle location (AVL) systems, the Communications Controller performs a variety of challenging duties to include:

• Ensuring safe, efficient, and effective response and resolution to service issues;
• Providing dispatch services primarily by prioritizing, processing, and analyzing, radio calls;
• Monitoring performance and incident queues;
• Responding to emergency calls and providing timely notification of more urgent incidents to managers and others;
• Coordinating field activities and relaying information by radio and/or phone to field supervisors, first responders, operators, and other field units;
• Facilitating service mitigation and restoration efforts.

BENEFITS:
At Pierce Transit, our employees' health is important to us too!
That's why we offer two on-site gyms and an incredible Wellness Program in addition to excellent medical, dental, and vision packages.
 
If your career goals change while you're employed, we are here to help. Pierce Transit offers $5,000 per year (up to a total of $18,000) in Tuition Assistance after your one-year anniversary. Certifications, and career skills must be connected to a position at Pierce Transit.
 
All of Pierce Transit are required to participate in the Washington State Public Employees' Retirement System (PERS). Pierce Transit offers two Public Employees Retirement System (PERS) plans to choose from, PERS2 and PERS3, as well as a matching program for 457 deferred compensation.

Employees are not covered under the Social Security System except for a 1.45% payment for Medicare. 
 
Pierce Transit provides an ORCA Card benefit for each employee and a family member. This benefit provides free access to service on Pierce Transit, Sound Transit, Community Transit, Everett Transit, King County Metro, Kitsap Transit, Seattle Monorail, Seattle Streetcar, King County Water Taxi and Kitsap Foot Ferry. 

PAID LEAVE:
Full-time Pierce Transit employees are eligible to receive 11 paid holidays, 2 personal paid holidays, 12 days of sick leave, and 12 vacation days per year. Part-time employees, receive pro-rated leave, to include sick leave, vacation, personal holiday and holiday pay.  Vacation leave accrual rates increase per the applicable Collective Bargaining Agreement.
ESSENTIAL FUNCTIONS: 
The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only 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.

• Interprets, classifies, prioritizes and responds to calls of routine and emergency nature in a timely manner, including those calls involving serious harm, or threat thereof, and life-threatening situations.
• Receives and transmits messages to/from field units as necessary and in accordance with established procedures utilizing a computer-aided dispatch and radio system.
• Assigns calls to field units for necessary physical response, determining the appropriate units, and number of units, required for response.
• Provides real-time information regarding the status of transit vehicles, routes, facilities, and personnel.
• Provides support to personnel to restore interrupted service to normal operations in a logical and expeditious manner, in accordance with established policies and procedures.
• Executes contingency plans for unexpected weather and route conditions, equipment failure, operator illness and similar occurrences.
• Coordinates service impact detours and special event services as required, such as bus bridges and evacuations.
• Audibly monitors multiple radio channels to ensure correct status of field units and personnel.
• Visually monitors multiple graphic displays to achieve proactive response to changing conditions.
• Monitors and evaluates headways and service performance.
• Monitors system and equipment alarms.
• Maintains contact with all field units on duty.
• Ensures prompt response to all radio and telephone communication requests for assistance.
• Determines and implements appropriate and practical call responses.
• Coordinates with field supervisors regarding dispatching/deployment of personnel.
• Maintains daily log of operational activities and incidents.
• Accurately and objectively enters, updates, and retrieves information to/from computerized databases, automated and manual logs, and records and files relating to service (e.g., late/missed service, accidents, medical aid incidents, tracking officer locations, security incidents, etc.), equipment, personnel, and other Communications Center activities.
• Prepares oral and written reports, as directed.
• Provides informational and urgent notifications, via e-mail distribution lists, phone, etc., regarding events, service disruptions, personnel incidents, staffing changes, and property conditions, to the appropriate concerned parties, including but not limited to, Pierce Transit On-Call Manager; Sound Transit On-Call Manager; On-Duty Public Safety Officer; Drug and Alcohol Program Manager; and Public Information Officer.
• Analyze various system performance reports and take appropriate action to focus efforts on any unsatisfactory area to improve service.
• Conducts research on service complaints and system functionality, and provides   findings and recommendations to management.
• Communicates system malfunctions using service requests systems.
• Promptly notifies management of barriers to their achievement of high performance.
• Identifies problems and recommends solutions.
• During extreme emergency incidents, may be required to perform communications center activities off-site or from a mobile vehicle.
• Exercises sound judgment and decision-making skills.
• Demonstrates tactful, professional, concise, and effective communication, both written and verbal.
• Leads or carries out special projects.
• Interprets rules and policies, executes procedures, tasks, and duties.
• Reviews and recommends improvements to policies, rules, procedures, and tasks.
• Prevents and resolves operational interruptions and customer relations conflicts.
• Communicates and coordinates with local and regional public entities, through Pierce County Emergency Management, to provide mutual aid emergency response as necessary.
• Demonstrates regular and reliable attendance.
• Performs other related duties as assigned.

Required:

• High School diploma or equivalent and two (2) years' experience in transportation operations and/or radio dispatching, or a related field.
• Experience using a two-way radio system.
• Computer skills; word processing, spreadsheet, presentation, electronic messaging, and database interface/input.

Internal Applicants:
Applicant must have performance history which demonstrates integrity, accountability, safety and responsible behaviors while employed at Pierce Transit. 

Desired:

• Experience working in a Public Transit environment is highly desired
• Technical writing skills

To be successful in this role the individuals selected will have knowledge of:

• Principles and practices associated with local and regional transit service delivery and communication center protocol;
• Pierce, King, and Thurston County geographical areas and roads;
• Pierce Transit fixed route bus system, resources, facilities, equipment, routes and fares;
• Agency and Transportation Department policies, procedures, rules, regulations, and relevant collective bargaining agreements;
• Relevant federal, state, and local laws, ordinances and regulations including, the Federal Communication Commission, National Incident Management System (NIMS) and the Americans with Disabilities Act (ADA);
• Public Safety dispatching techniques;
• Washington vehicle code and other laws and regulations governing public transportation, and operation of commercial vehicles and radio transmitting and receiving systems.

In addition to the knowledge above, the incumbent must be able to:

• Work at any time, day or night, on any day of the week, and at a moment's notice;
• Operate a variety of new and legacy technology; including two-way radio systems/equipment, computer-aided dispatching (CAD), automated Vehicle Location (AVL), transit scheduling software, word processing, spreadsheet, and presentation software, internet browsers, e-mail, and others, as well as desk and cell phones, tablets, and other computer and technological hardware and software, simultaneously;
• Understand, interpret and apply departmental rules, contracts, laws, regulations, policies and procedures tasks, practices, method, and other information pertaining to service operations;
• Objectively and accurately document all reported activity;
• Organize and guide the activities of field personnel;
• Work in an autonomous environment;
• Counsel and advise Operators regarding procedures;
• Communicate tactfully and effectively with culturally diverse individuals and  groups; both orally and in writing using various forms of technology and media;
• Effectively communicate with, and elicit information from, distraught and upset employees;
• Recognize and articulate problems and recommend solutions;
• Exercise sound judgment in stressful situations;
• Pass initial and periodic job-related assessments and examinations;
• Perform in an appropriate and decisive manner under stressful and/or emergency situations;
• Work successfully and maintain composure at all times in a professional environment;
• Accurately maintain the status of all field units;
• Read and effectively interpret maps;
• Speak clearly and concisely in a well-modulated voice pattern;
• Maintain confidentiality of information;
• Understand and follow both oral and written instructions promptly and accurately;
• Wear a radio headset to enable hearing, distinguishing, and understanding voices in the presence of background noise;
• Type accurately at a speed necessary for successful job performance;
• Establish and maintain professional and effective work relationships with subordinates, peers, and supervisors;
• Provide courteous and effective customer service.

SPECIAL REQUIREMENTS

1.  Ability to obtain relevant radio dispatching certifications including National Incident Management System (NIMS) certifications.    
2. Must be able to work all schedules; including weekends, night shifts, and holidays, and periodic unscheduled overtime with short notice.    
3. Mandatory overtime during inclement weather conditions and other disturbances/disasters, that create a significant disruption of service operations and/or normal community activity.    
4. This classification is considered safety-sensitive and subject to drug testing per the DOT Federal Regulations (49 CFR, Part 40) and Pierce Transit policy.
5. Ability to maneuver up to fifty (50) pounds, as needed.

Education

• Any required education must come from an accredited college or university whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA) or foreign equivalent.

Application Instructions
To be considered for this vacancy, you must apply online:

1. The online application must include a chronological work history and/or education, applicants (A resume will not substitute for completing the employment history section of the application)
2. At least 3 professional references to include a current or recent supervisor with names, phone numbers and email addresses.

 
READ THE FOLLOWING INFORMATION COMPLETELY:  

• Carefully review your application for accuracy, spelling and grammar before submitting.
• Please ensure that your work history has been updated to include employment end dates as applicable.
• The initial screening of applications will be solely based on the information provided in the supplemental questions and the content and completeness of the "work experience" and "education" sections of your application at www.piercetransit/careers/.
• A resume will not substitute for completing the "work experience" section of the application.
• All information may be verified and documentation may be required.

For questions regarding this recruitment or assistance with the application process, please contact Pierce Transit Employee Services @ 253-581-8095 or @ jobs@piercetransit.org

If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.

Pierce Transit Is An Equal Employment Opportunity Employer
Pierce Transit has a strong commitment to the community we serve and our employees. As an equal opportunity employer, we strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities 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.
 
Pierce Transit's Equal Employment Opportunity (EEO) policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay and all other forms of compensation, including benefits, and all other terms and conditions of employment.              

Compensation details: 44.59-46.54 Hourly Wage

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