4/3/2023 11:59 PM Eastern

Job Summary

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values.

Purpose and Scope
The Operations Information Officer will manage the compilation and dissemination of critical service information, including but not limited to, schedule changes, special events, service disruptions and security alerts to Authority employees and customers throughout the system using various electronic and hardcopy mediums.

Duties & Responsibilities

• Communicate information regarding planned and unplanned incidents in a clear, concise, timely, and articulate manner at the onset and throughout the duration of an event
• Operate a sign/message content management program which includes maintaining a history of communication methods and message language
• Review the effectiveness of the communications used. Make recommendations for more effective communication methods
• Develop improved communication plans in conjunction with other Authority Departments including Operations, Design & Construction, Engineering & Maintenance, and the Transit Police Monitor the need for service announcements on a daily basis
• Attend diversion and other planning meetings where customer communications may be required
• Ensure that MBTA stations, stops and garages have the materials needed for planned and unplanned communications
• Draft, record and prepare announcements, posters, etc. to be played and/or displayed during specific hours, events and/or emergency situations
• Monitor critically sensitive and confidential Homeland Security data and provide alerts throughout the system as necessary
• Work with the Maintenance Control Center to keep accurate and updated records on the status of elevators and escalators while making updates to the Authority's recorded elevator/escalator out of service hotline, as well as keeping the Authority website updated with accurate elevator/escalator outage information
• Enter service delays on the "Transit Updates" page on the Authority website Work with the Operations Control Center, Northside, and Southside Commuter Rail Dispatch Centers, as well as the Customer Service Call Center to provide timely service updates
• Contact various parking facilities for capacity information to be included on the "Transit Updates" page
• Perform various communications functions as assigned, such as managing the MBTA's "Get T Info" program and MBTA Twitter account
• Compile reports as assigned by the Director or Deputy Director of OCC and Training Remain current with the MBTA's Safety Plan as well as the position's outline responsibilities Respond, either directly or through others, to emergencies twenty-four (24) hours per day, seven (7) days per week
• Drive a company or personal vehicle to visit work sites and to assist at emergencies and/or events as needed
• Respond to each inquiry, whether from a customer, vendor or coworker in a courteous and professional manner Work any and all shifts and/or locations as assigned or directed
• Adhere to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies
• Perform related duties and projects as assigned

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Physical Demands and Working Conditions

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work all shifts and locations as assigned or directed
• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service
• Have the ability to work any and all shifts and/or locations assigned or directed.

Minimum Requirements & Qualifications

Minimum Education

• 
  A Bachelor's degree in Communications, English, or related field from an accredited institution

Minimum Experience and Required Skills

• Two (2) years of communications experience related to the dissemination of public information.
• Effective organizational, confidentiality, time management, analytical, multitasking and documentation skills
• Proficiency with Word, Excel, Database applications and web content management systems.
• The ability to pass: A Criminal Offender Record Information (CORI) check, background screenings and the MBTA's medical requirements, including a physical examination and drug and alcohol screening
• Excellent customer service, conflict resolution and speaking skills
• Must possess a valid driver's license
• Ability to provide internal and external customers with a courteous and professional experience

Preferred Experience and Skills

• Experience working in the MBTA Operations Control Center and/or the ability to speak a second language.

Substitutions Include

None.

Job Conditions

• 
  Adhere to rules, regulations, collective bargaining agreements (if applicable) and policies of the MBTA including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Ability to pass a Criminal Offender Record Information (CORI) check, background screening, and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening.
• Have the ability to dead lift 50 lbs. to the waist.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).

The above statements are intended to describe the general nature and complexity of the work being performed by staff assigned to this job, and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.

Employment Benefits at the MBTA

The MBTA offers comprehensive benefits packages to employees. Types of benefits offered at the MBTA are subject to the union affiliation / Collective Bargaining Agreement (CBA) of the position to which you apply. Benefits that may apply to your position include the following:

• Insurance: Health, Dental, Vision, Life (basic and supplemental), Long-Term Disability
• Paid Time Off (PTO): Vacation, Personal Days, Sick Leave, Paid Holidays
• Retirement: pension or deferred compensation 401(a), plus MBTA contributions
• Tuition Reimbursement (up to $10,000 per year)
• Public Service Loan Forgiveness (PSLF) for student loans
• Commuter Choice Parking Program: pre-tax benefits for parking
• Flexible Spending Account (FSA): pre-tax benefits for healthcare-related expenses
• Discounted tickets for concerts, movies, travel / vacation, etc. via TicketsAtWork.com
• Shopping discounts via GovX.com
• Verizon and AT&T service discounts
• And more...

The above information is meant to be a general overview of the benefit programs offered by the MBTA. This summary is not a contract and is not meant to change the provisions of union contracts or Authority policy and does not establish a binding past practice.

The MBTA is an Affirmative Action/Equal Opportunity Employer