GENERAL SUMMARY:
Under general supervision, responsible for coordinating the capture, management and delivery of information from Bus and Rail Operations for the purpose of providing real-time operational status of DART Bus and Light Rail Service to DART management, contractors and the public. Receive and interpret information regarding planned and unplanned incidents and activities that will have an impact on the customer?s use of DART's fixed route services. Utilize a variety of computer software systems and tools to provide effective communication to DART management, contractors and the public.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Monitors bus and rail operations to relay emergency notifications and operational status to DART?s communications platforms for all unscheduled/unplanned delays, emergency situations, detours, service interruptions, facility conditions and other events. Monitors customer communication channels to ensure information is current and correct.
2. Informs and updates appropriate personnel of delay management strategies via DART?s electronic notification system during service interruptions/adjustments as required by operating conditions such as: websites, email/SMS systems and digital dashboard displays. Coordinates agency responses to e-mail inquiries received via DART.org. Maintains content for the Transit Center Digital Dashboard displays and Trapeze databases, computer software systems, and social/new media tools.
3. Maintains and collaborates with operations staff during service disruptions, information systems department regarding technical operation of the agency websites, and social/new media tools and communications and planning staff for service delivery changes.
4. Provides an operations contact for customer safety/security related text messages, customer service, station monitors, DART Police, DART Media Relations and other key staff.
5. Prepares a variety of reports for and correspondence for management review.
6. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Bachelor?s degree from an accredited college or university in Communications, Business Administration, Transportation or related field.
2. Five (5) years of progressively responsible experience in external communications, or business writing related environment to include one year in a customer service/communications environment.
3. Must be able to work split shifts, nights, weekends and holidays.
4. Proficiency with computer use, including common software applications in a Windows environment (such as word processing, spreadsheets, databases).
5. Proficiency with online publishing tools and social media tools such as Twitter, Facebook, You Tube and other online tools.
6. Ability to effectively perform and clearly communicate in a high stress, rapidly changing environment.
7. Ability to practice attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
8. Ability to pick up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company or technical knowledge.
9. Ability to be cool under pressure; does not become defensive or irritated when times are tough; is can be counted on to hold things together; can handle stress; does not show frustration when resisted or blocked; is a settling influence in a crisis.
10. Ability to quickly find common ground and solve problems for the good of all; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
11. Ability to make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
12. Ability to learn quickly when facing new problems; open to change; analyzes both successes and failures for clues to improvement.
13. Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
14. Ability to comprehend and apply Transportation operational principles, procedures, terminology, rules, regulations and methods.

WORKING CONDITIONS:
Works in an environment where there is exposure to dust, noise, or temperature. May be exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V