Associate Communications Specialist - Minneapolis, United States - Metropolitan Council

Description

WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and prior to COVID provided more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Associate Communications Specialist works in the Transit Control Center and is responsible for monitoring, answering, and coordinating response to public safety texts from the public through Metro Transit's Text for Safety. The position communicates service disruption information to passengers in real time and other service disruptions via SMS messaging, social media sources, and Metro Transit's app. The position also reviews real-time detours including bus stop closures, special events, construction projects, travel time delays, etc., and communicates to the customer in easily understood terminology. In addition, the position has access to real-time transit information, Metro Transit CCTV Cameras, and other resources to monitor transit services.

NOTE: This position is rated essential and works onsite at the Transit Control Center. The Transit Control Center operates 24 hours a day, 7 days a week, and 365 days a year. Shifts will cover varying hours working nights, weekends and holidays. Training hours for the first four weeks will vary based on business needs and may include daytime and afternoon hours.

Anticipated Hiring Salary Range: $31.54/hr. or $65,603/yr. to $37.63/hr. or $78,270/yr.

Full Salary Range: $31.54/hr. or $65,603/yr. to $51.20/hr. or $106,496/yr.

** The salary displayed is the full salary range. The hiring salary will be determined based on the final candidate's qualifications, the Council's internal pay structures, and our total compensation package for the position. **

This position will create a six-month eligible list for current and future positions.
What you would do in this job

1. Receive, interpret, and answer public safety related text messages from the public for resolution:

• Gather pertinent information from the customer in order determine appropriate response for Metro Transit Police or other resources.
• Enter data into Metro Transit's computer aided dispatch.
• Coordinate with Transit Police Dispatch to ensure appropriate and timely response is achieved for public safety text messages.

2. Post real-time service disruptions, running time issues, event impacts, etc., to various social media sites:

• Review and track all real-time system disruptions and detours to maintain accurate information posting on various social media sites, , and other media sources as determined.
• Use Metro Transit's computer aided dispatch to monitor service disruptions and detours and future postings via detour application.
• 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.

3. Communicate with customers using various digital channels:

• Translate transit jargon into a format that is easily understood by customers.
• Determine how to best serve the customer based on information received by understanding the agency structure and department responsibilities.
• Monitor real-time information and make decisions regarding communications with the public following Metro Transit policy and procedure.
• Enter and disseminate real time rider alerts to passengers.

4. Complete administrative tasks for TCC Operations as needed.
What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience navigating, posting, editing, and responding to social media sites and completed education in Business Administration, Mass Communication, Journalism, or closely related field:

• High school diploma/GED with four (4) years of experience navigating, posting, editing, and responding to social media sites.
• Associate's degree with two (2) years of experience navigating, posting, editing, and responding to social media sites.
• Bachelor's degree or higher navigating, posting, editing, and responding to social media sites.

What additional skills and experience would be helpful in this job (desired qualifications):

• Must be able to work varying hours, nights, weekends, and holidays.
• Experience in customer service interacting through multiple communication channels.
• Experience working and communicating with a diverse customer base.
• Experience working in operations, transportation, safety and/or customer relations.
• Experience working with safety sensitive information.
• Experience in navigating, posting, editing, and responding to social media sites for a company, government agency, school or non-profit organization.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of HTML/CSS and content management systems.
• Knowledge of Metro Transit system modes and service area.
• Knowledge of transit operations terminology and jargon.
• Skills to utilize technology and computer software such as Word and other windows-based applications.
• Skills to communicate effectively through numerous methods.
• Skills to communicate with a diverse customer base.
• Skills in navigating, posting, editing, and responding on or in social media sites such as Facebook, Twitter, and Flickr.
• Skills and experience working in a complex, multifunctional department committed to customer communication and team environment.
• Ability to pay attention to detail and be detail oriented.
• 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 to communicate succinctly to customers.
• Ability to work varying hours, nights, weekends, and holidays.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training.
• We provide a competitive salary, excellent benefits and a good work/life balance.

Additional information
Union/Grade: Non-Represented/Grade E
FLSA Status: Non-Exempt
Safety Sensitive: No

Work Environment: Work is performed in a standard office setting. Some positions may require travel between primary worksite to other sites.

What steps the recruitment process involves:
You must qualify at each of the numbered steps below to be considered a final candidate for the job.

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. All applicants' background checks and fingerprints must be cleared by the Criminal Bureau of Apprehension to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. All applicants' background checks and fingerprints must be cleared by the Criminal Bureau of Apprehension to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended. A driving record check and/or physical may be conducted if applicable to the position.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email .