Operation Controller

OCC Controller

The OCC Controller oversees, dispatches and supports quality service delivery for Bus and Paratransit Transit Operations on assigned routes, schedules and during special events, service disruptions and emergencies. The essential duties and responsibilities listed below encompass several areas of Control Center operations (i.e., Bus Radio Controller, Window Dispatch, HARTPlus Controller, etc.) and are only performed when the specific shift is selected by an operations controller or assigned to a controller by OCC management. Controllers are responsible to answer employee and customer inquiries with patience, courtesy and professionalism at all times. The OCC functions on a 24/7 basis and controllers are expected to be available during all hours of operation if needed during emergencies and periods of reduced staff availability.

Essential Job Functions:

• Implements the Authority's policies and procedures dispatching Operators on assigned routes and schedules.
• Coordinates and communicates Operator activities with the Transit Supervisors.
• Interacts with law enforcement and other emergency first responders as needed during accidents and other emergency situations affecting HART or its employees.
• Observes Operators reporting for work ensuring regulation uniform and equipment.
• Maintain accurate and legible chronological log entries and reports for all activities that occur throughout the Controller's tour of duty.
• Creates detours and creates service updates in Swiftly, Transit App or any other applicable media or technology utilized by HART.
• Informs MBTA Safety, Florida Department of Transportation (FDOT) and Federal Transit Administration (FTA) of significant accidents, incidents or emergencies in a timely manner.
• Contacts proper authorities and/or emergency services in case of accidents or interruptions of service.
• Operates Trapeze Ops Module (daily work assignments, extra board assignments, employee status, personnel records and updates, yard management) and Orbital Computer Aided Dispatch and Automatic Vehicle Location System (implement and delete established detours, communicate directly to customers, monitor on-time performance) in order to organize and direct daily transit operations and to log, track, and document daily, weekly, monthly and annual internal and external reporting requirements.
• Creates and monitors the extra board worksheet for bus and paratransit operations.
• Giving direction and guidance to drivers with regard to all operational requirements relating to the safe and efficient provision of service.
• Knowing where the vehicles and drivers are, and where they are going.
• Ensuring correct assignments of drivers and vehicles in the operation and in the PASS system. This includes ensuring that vehicles in service match the capacity types of the PASS runs.
• Ensuring that drivers know and are adhering to their schedules.
• Ensure drivers are uniformed properly and are fit for service.
• Use Tracker Action log to document all communications with Operators regarding schedule modifications and also to make any relevant comments to the delivery of individual trips. Tracker entries and e mail correspondence are legal, electronic records.
• Making whatever schedule changes are necessary (pull-out/pull-in times, moving trips, sending additional vehicles on the road, to provide safe, on-time, and the most efficient service possible.
• Proactively identifying potential delays, excessive ride times, hostages, and taking steps ahead of time to resolve.
• Must possess the ability to provide internal and external customers with a courteous and professional experience.
• Posts notices and bulletins concerning personnel and pertinent activities as requested by the Van/Bus leadership team.
• Coordinates mechanical repairs of vehicles with maintenance personnel, and initiates work orders into the EAM system.
• Provide support to internal HART departments and stakeholders as required.
• Records, books and assigns special services as required; prepares and logs monthly lost trip and graphic transit entries; enters and completes FleetNet road calls and swap outs.
• Trains, counsels and supports staff.
• Operations Controllers working on weekends and holidays may be responsible for batching HARTPlus trips.
• The Window Operations Controller is responsible for receiving and recording all absentee calls for Operations, Maintenance, and Customer Service.
• Controllers will remain on duty until properly relieved.
• Responsible for after-hours customer service telephone calls when working nights.

Marginal Functions:

• Substitute for Transit Supervisors when needed.
• Issues and tracks temporary distribution of operational equipment; issues and tracks condition and assignment of staff vehicles including fueling staff vehicles; responsible for daily distribution and collection of operational keys. Responsible for tracking fuel consumption of staff vehicles on a monthly basis.
• Performs other work-related duties as assigned.

Requirements:

Education and Experience:

• High School graduate or G.E.D certificate required.
• Bachelor of Arts Degree in Logistics, Communication, Business Management or other related field preferred.
• Two years of progressive supervisory experience in transit preferred.
• Dispatch/Transit Controller experience in transportation, emergency response, and/or military is preferred.
• One year of transit operator's experience required.
• Knowledge of Microsoft Word, Excel, ADP and other basic IT programs.
• Experience working with CAD/AVL systems preferred.

Machines, Tools, & Equipment Used:

• Transit Vehicles, two-way radio and telephone and computer.

Licenses/Certifications:

• Florida Driver's License; (CDL) Class "B" with "P" (Passenger) endorsement (Must be able to obtain commercial driver's license within 120 days of date of hire/promotion)

Qualifications:

Knowledge, Skills and Abilities:

• Ability to react safely, quickly, calmly, and proficiently in emergency situations.
• Ability to use a HART two-way radio communication system.
• Ability to operate HART's Trapeze Ops Module (daily assignments, extra board assignments, employee status, personnel records and updates, yard management) and Orbital Computer Aided Dispatch and Automatic Vehicle Location System (implement and delete established detours, communicate directly to customers, monitor on-time performance).
• Strong verbal, written and interpersonal skills.
• Ability to work under stress and interruption while providing excellent customer service to internal and external customers.
• Ability to interact positively with a variety of personalities internally and externally.
• Ability to drive Authority assigned routes.
• Ability to operate Authority buses and vans.
• Ability to comprehend local geography.
• Ability to prepare accurate reports.
• Ability to organize and prioritize work, and to meet deadlines.
• Analytical/problem solver ability.
• Ability to work in a timely fashion on multiple concurrent tasks with frequent interruptions.
• Ability to maintain strict confidentiality.
• Ability to perform calculations with accuracy.
• Ability to withstand criticism and hostility under pressure and perform in a courteous manner.
• Ability to dress appropriately and maintain personal hygiene.
• Ability to conduct oneself so that they are not a threat to themselves or others.
• Ability to meet attendance and punctuality requirements.
• Ability to be a flexible, effective team player.
• Knowledge of extra board procedures.
• Knowledge defensive driving techniques.
• Knowledge of rules, regulations, procedures and policies of the Authority.
• Knowledge of geographical area of county and city.
• Knowledge of HART schedules and routes.
• Knowledge of two-way radio communication system.
• Knowledge of ATU bargaining unit contract.
• Knowledge of Microsoft Office software (Word, Excel, Outlook)

Physical Demands/Work Environment:

• Constant periods of sitting, oral and written communication and listening.
• Frequent periods of telephone and radio usage.
• Occasional periods of hearing, near and far visual acuity, and depth perception.
• Frequent periods of computer usage.
• Occasional periods of walking, bending and stretching.
• May work nights and weekends.
• May be exposed to potentially intimidating and/or unreceptive