The Associate Communications Specialist reports to the Manager of the Transit Control Center with the responsibility of pushing information to our customers. This position will be in charge of receiving, sorting and coordinating responses to police related security information through the Text to TCC process. This position will allow for Metro Transit to communicate emergency disruptions using SMS messages and GovDelivery, social media sources, Metro Transit's future app and other sources as determined by Metro Transit.
This position reviews real-time detours including bus stop closures, special events, construction projects, travel time delays, etc. and communicate in a manner that is easily understood by the customer. In addition, this position will have access to all real-time information, MNDot cameras, city of Minneapolis cameras, and other community resources as Metro Transit continues to create relationships.
Metro Transit is the largest provider of transit service in the seven-county metropolitan area and one of the country's largest transit systems. They operate bus and rail service essential to the region's mobility, and provide resources for carpooling, vanpooling and bike commuting. Metro Transit helps people get to where they're going, makes a dent in the region's ever-growing congestion, and promotes a cleaner environment.
To find out more about the Metropolitan Council and their great benefits, please click here: http://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx.
1. Communicate with customers using the various digital channels:
Read and edit real-time unplanned detours, service disruptions, bus stop closures, etc. so that they are understandable to the customer.
Translate transit jargon into a format that is easily understood by the customer.
Determine how best to serve the customer based on information received by understanding the agency structure and department responsibilities.
2. Receive, interpret and forward emergency text messages from the public for resolution:
Gather pertinent information from the customer in order to give accurate information to Metro Transit Police Dispatch.
Coordinate with Police Dispatch to ensure that appropriate and timely response is achieved with emergency test messages.
3. Post real-time service disruptions, running time issues, event impacts, etc. to various social media sites:
Review and track all real-time system detours and disruptions in order to maintain accurate information posting on various social media sites, metrotransit.organd other media sources as determined.
Use TransitMaster to monitor real-time detours and potentially use detour application to post information to social media.
Assist in monitoring social media sites for customer posts related to complaints, concerns, commendations and questions. Respond or post in response to customers as determined by agency policy.
4. Monitor real-time information to make decisions about communications to the public:
This position will have access to all real-time information, MNDot cameras, city of Minneapolis cameras, and other community resources as Metro Transit continues to create relationships. They will use this information to inform customers of disruptions that may impact our service and their transit travel plans.
5. Complete administrative work for TCC operations as needed.
A Bachelor's degree in journalism, communications, business administration, English or a related field and related paid/unpaid internship experience working on social media for a company, government agency, school or non-profit organization.
Or, a two year degree from an accredited school in business administration or mass communication/journalism, and two (2) years of progressive professional experience working with social media for a company, government agency, school or non-profit organization.
Or, a High School Diploma or GED and four (4) years of progressive, professional experience working with social media for a company, government agency, school or non-profit organization.
Experience working with social media for a company, government agency, school or non-profit organization
Experience working in a complex, multifunctional department committed to customer communication and team environment
Ability to work varying hours, nights, weekends, and holidays
Experience working and communicating with a diverse customer base
Experience working in operations, transportation, safety and/or customer relations
Knowledge, Skills and Abilities:
Knowledge of Mac and PC operating systems, Microsoft Office and Adobe Creative Cloud.
Basic knowledge of HTML/CSS and content management systems.
Knowledge of Metro Transit system modes and service area
Knowledge of transit operations terminology and jargon.
Strong computer skills using software such as Word and other windows based applications.
Proven media skills working with Face book, Twitter, and Flickr, etc.
Strong written and verbal communication skills
Skill to communicate with a diverse customer base
Skill in navigating, posting, editing, and responding on or in social media sites
Skills and experience in working in a complex, multifunctional department committed to customer communication and team environment
Ability to read and interpret directional relationships and movement on a map
Ability to multi-task and prioritize in a fast paced environment
Ability to adapt to changing and unknown circumstances regarding service disruptions
Ability to manage multiple incidents simultaneously
Ability to work independently
Ability to distill detail into messages in order to communicate succinctly to customers
Ability to work varying hours, nights, weekends, and holidays
Union/Grade: Non Represented/Grade EFLSA Status: Non-ExemptSafety Sensitive: No
Work Environment: Work is performed in a standard office setting. Some positions may require travel between primary worksite to other sites. Physical Requirements: Regularly required to sit for long periods, stand/walk occasionally, speak, hear normal conversation and telephone ring tones, operate a computer and other office equipment, reach with hands/arms frequently below chest height and occasionally overhead, must occasionally lift/carry/push/pull up to 10 pounds, must have adequate close vision for reading and computer work. The responsibilities listed are typical of the positions included in the job classification; however, not all duties are necessarily performed by each specific position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Regular attendance is an essential responsibility
Conditional Offers: Conditional Offers: All offers are conditioned upon a review and verification of education and employment as well as passing a pre-employment drug-screen. Offers are also conditioned upon passing a criminal background check including finger printing through the Bureau of Criminal Apprehension (BCA). Convictions are not an automatic disqualification from the selection process. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis. Convictions are reviewed based upon the relatedness of the conviction to duties of the position as well as a candidate's ability to demonstrate adequate rehabilitation. In addition, all applicants' background checks and fingerprints must be cleared by the Criminal Bureau of Apprehension in order to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended.
Metropolitan Council employees who are applying for positions which are, Safety Sensitive, supervisory/managerial; are located in Finance, Information Services (IS), Human Resources; or have access to financial records, files/databases, cash, vouchers, transit fare cards will be required to pass a criminal background check.
Please note: Making a false statement or withholding information (misrepresentation) may cause an applicant to be barred from consideration for the position.
The Metropolitan Council is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. If you have a disability that requires accommodation during the selection process, please notify human resources at 612-349-7071.
Apply online at: https://minnesotajobs.com/job/associate-communications-specialist-minnea...
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