Information Manager, Rail Operations Control Center (ROCC)

Minimum Qualifications

Education

• Associate Degree in Communications, Writing, English, or related field of study
  • In lieu of an Associate Degree, a High School Diploma and two (2) years of work experience in an operations control center or similar envirnoment, in addition to the experience below, will be considered.

Experience

• Four (4) or more years of work experience in dispatch, public address, public relations, or similar communications to include:
  • at least one (1) year in a control center or similar operational environment

Certification/Licensure

• N/A

Preferred

• N/A

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation

In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or servere weather, natural disaster, fire, operational emergencies or related events.

Job Summary

The Information Manager of the ROCC directs and supervises the team of Information Controllers who receive, process, and coordinate Metrorail service-related information. The incumbent primarily manages the Information Controllers and ensures that all information disseminated by the ROCC is accurate, up-to-date, and communicated in accordance with ROCC policies and procedures. The Information Manager collaborates closely with the ROCC Maintenance Manager and ROCC Assistant Operations Manager as both are primary contributors and benefactors of important information in the control center. The Information Manager leads by example, cultivating an environment of shared purpose and effective collaboration across all functions of the ROCC. As the direct supervisor to the Information Controllers, the Information Manager is responsible for performance management and other supervisory-related administrative activities.

Essential Functions

• Leads and coordinates the team of ROCC Information Controllers. This includes planning and proofreading messages that are prepared by Information Controllers to ensure they are accurate, up-to-date, and disseminated effectively in accordance with ROCC policies and procedures.
• Directs the Information Controllers as they disseminate Metrorail service disruption information to internal and external clients using Regional Incidents Communication Command System, Everbridge messaging system, Metrorail Alert system, PENTA Public Address system, Metrorail Service Disruption Hotline, and other communication systems.
• Collaborates closely with the ROCC Assistant Operations Manager to execute decisions made by the ROCC Operations Manager. Translates those decisions into actions for the Information Controllers and commands the Information Controllers as such.
• Communicates effectively with the ROCC Maintenance Manager to exchange information about ongoing maintenance efforts and coordinate larger communications and announcements from the ROCC about maintenance updates.
• Establishes and maintains effective liaison relationships between Rail and Bus Control Center personnel and various departments within WMATA to include Safety (SAFE), Metro Transit Police Department (MTPD), Customer Service (CSVC), etc.
• Acts as a strategic partner to ROCC senior leadership. Assists in developing, implementing and modifying rail operating procedures and techniques (as necessary) to ensure that operations are conducted efficiently, safely, and in alignment with accepted transit practices and guidelines.
• Coaches and mentors the Information Controllers. Dedicates time to developing the technical and managerial talent of the Information Controllers.
• Leads briefings for Information Controllers to ensure a shared situational awareness.
• Works closely with the ROCC Business Manager of Information to ensure that Information Controllers are adequately trained and prepared to fulfil their roles of promoting safety on the rail.
• Completes administrative duties as the supervisor of the Information Controllers. These include performance evaluations, one-on-one meetings, and timesheet approvals.
• Provides necessary input into reports of incidents in accordance with ROCC procedures. Contributes information to be used for After-Action Reports, safety investigations, learning or disciplinary matters.
• Uses performance data and risk information to continually work to improve ROCC operations and make Metrorail safer for Metro employees, contractors, and the traveling public.

OTHER FUNCTIONS

• Promotes a culture of safety, accountability, and trust across the ROCC. Maintains strong working relationships with the ROCC Assistant Operations Manager and Maintenance Manager. Supports comradery across all functions of Metro rail operations.
• Leads by example by following procedures, using checklists, and actively participating in meetings and trainings.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.