Traffic Management Specialist, Control Room Operator

Overview

Job Description The Utah Department of Transportation (UDOT) is looking for a skilled individual to be a Traffic Management Specialist for the Traffic Operations Center (TOC) Control Room. This position is a Control Room Operator that reports directly to the Control Room Shift Supervisor.

The primary responsibility of the TOC Operator is to monitor and manage traffic and disseminate traffic information in order to maximize traffic flow and increase safety. This is accomplished through staffing the Control Room 24 hours a day, 7 days a week. There are 5 shifts with varying staff sizes, providing coverage including nights, weekends, and holidays. This is a temporary, part-time position with flexible hours (typically up to 29 hours per week).

The purpose is to help cover shifts due to full-time operators who have planned time off or for other unplanned coverage as needed. There may be an opportunity for this position to become a full-time, benefited, career service position at a later date.

The UDOT TOC Control Room operates 24/7/365 and is responsible for traffic management throughout the state. It monitors roads, traffic signals, and intersections, and proactively deploys traffic management strategies to reduce congestion, keep roads safe, and contribute to keeping Utah moving. Operators use video images, computer-generated graphics, radio broadcasts, operational data reports, and citizen reporting. Operators continuously monitor the system and can provide information to responders and approaching drivers about problem areas, reducing crashes and saving drivers time, money, and fuel.

Operators use devices to message the traveling public about weather events, special events, crashes or incidents, including VMS signs, social media alerts, updating the UDOT Traffic App, and updating udottraffic.utah.gov. Operators can modify signal timing in real time, provide direct notification to affected agencies, and communicate with responders on scene.

Principle Duties

As a Control Room Operator, You Will

• Ensure high quality traffic operations in the Traffic Operations Center control room.
• Assist the Shift Supervisor when necessary as UDOT's Incident Manager for all Level 1 classified incidents and act as the main correspondent for all subsequent incidents.
• Assist the Shift Supervisor by helping to manage multiple control room activities such as coordination with media, the Dept of Public Safety, and Community Relations.
• Provide communication and coordination with all UDOT regions, the Incident Management Team, and the Utah Highway Patrol.
• Ensure that safety standards and quality assurance processes are followed, and, in the case of a serious incident or weather situations, may be required to work for an extended period during this time.
• Make decisions in the Control room in accordance with UDOT's Comprehensive Incident Management Plan, focusing on quick clearance of incidents and good data reporting.
• Participate in after action reviews and training exercises, help generate reports and documentation, and maintain quality data.
• Serve as a contact for public information requests and complaints made to the TOC.
• Ensure high quality customer service in the Control Room.
• Monitor Utah's state-run transportation system for any and all incidents or occurrences that affect traffic flow and/or present a life safety issue.
• Maintain accurate records, logs, and data.
• Receive and evaluate incoming calls, determine whether emergency or routine and prioritize each; determine who needs to respond to call, relay instructions and questions.
• Generate accurate and concise information in response to a variety of problems.
• Ensure publications and information released to the media/public are accurate and consistent with agency objectives.

Minimum Qualifications

In order to qualify, you must have all of the following:

• High school diploma or equivalent
• At least one year of customer service experience
• The ability to work in an environment that has a high risk impact to the mental and emotional state. Operators encounter stressful situations that will expose them to graphic details, including death and injury through radio communications, video surveillance, and written reports from the emergency dispatch system and news reports. These incidents are not limited to fatalities.

Knowledge, Skills, & Abilities

Here are some of the knowledge, skills, and abilities that are typically associated with the job, though not all-inclusive:

• Principles, theories, and practices of Emergency Management.
• Excellent customer service skills and quality customer service output.
• Use multiple computer software programs to detect, verify, respond to, and log incidents.
• Knowledge of Traffic Incident Management (TIMs).
• Interact with the public, external partners, news, and other agencies with professionalism, ensuring the continued growth and enhancement of UDOT's relations with these groups.
• Ability to problem solve in high pressure situations.
• Interpret a variety of instructions in written,…