Operations Communication Specialist

This position will close on December 14, 2025. This is not a remote position.

Under supervision, the Operations Communication Specialist (OCS) is responsible for handling calls for emergency and non-emergency security and public safety assistance at multiple locations within the SMART service area. Works in close coordination with others in dynamic environments, including SMART staff, contracted service providers, and first responders. Provides timely and up-to-date information on station and train operations to passengers, staff, and the general public; makes public address announcements during revenue service hours. monitors and operates a variety of telecommunications, control center equipment, and systems; and prepares incident reports and activity logs.

SUPERVISION RECEIVED AND EXERCISED

Receives general direction from assigned management personnel. Exercises no supervision over staff.

Class Characteristics

Communicates information regarding train and station operations to staff, passengers, and general public; monitors train movements and communications; acts as a liaison between central control and other District departments. Positions are assigned to a centralized location, from which they can monitor station, train, and system status using a variety of electronic equipment. Utilizes various methods to communicate information including phone, radio, electronic and social media. In addition, positions receive and interpret information to determine the flow of communication, prioritize incoming calls and provide audio and text information concerning updates and train service.

Performs a variety of administrative duties involved in the preparation and maintenance of related reports, including but not limited to incident reports and activity logs. May be called upon to testify in court if subpoenaed.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education:

• Equivalent to completion of high school.

Experience:

Minimum one (1) year of directly relevant experience in a similar environment (such as CCTV monitoring, radio communication, etc.), including customer service.

Licenses and Certifications:

• Must possess a valid driver's license and be able to acquire and maintain a valid California driver's license within sixty (60) days of employment.
• No more than two moving violations and/or "at fault" accidents with the last 3 years.
• No "at fault" in a fatal accident within the past 5 years.
• No leaving the scene of an accident within the past 3 years.
• No DUI's or Reckless Driving codes within the last 7 years on the current DMV printout.

Knowledge of:

• Applicable federal, state, and local laws, rules, regulations, and procedures of the Federal Rail Administration and Occupational Safety and Health Association.
• District and mandated safety rules, regulations, and protocols.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and District staff.
• Operations, services, and activities of public safety or public transit telecommunications center is highly desirable.
• Basic computer hardware and software products and operating principles.
• Nature of train, station, and system problems and understanding of how these problems can impact the SMART system.
• Modern equipment and communication tools used for business functions and programs, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Maintain a positive attitude while working within a highly structured system of rules and procedures.
• Demonstrate a high level of psychological adaptability to a stressful work environment requiring concentration, attention to safety and to detail, consciousness of time and teamwork.
• Demonstrate considerable judgement in dealing with emergency situations, enforcing regulations and in coordination of other personnel, first responders, and emergency personnel.
• Make logical decisions that evince sound thinking within a framework of rules.
• Read, learn, understand, and retain:
• SMART Operating Rules.
• SMART Safety Rules.
• Other regulations as assigned by SMART management.
• Communicate orally in a clear, concise, articulate manner with customers, supervisors, the public and Operations Central Control.
• Maintain good customer relations.
• Maintain a constant state of alertness and work in a safer manner.
• Properly document incidents and provide professional testimony in court if required.
• Obtain certification in CPR, AED and basic first aid.
• Work irregular work hours, early and late shifts, holidays, and weekends.
• Understand, read, and communicate (both orally and in writing) in Standard English.
• Ability to accept constructive criticism and apply it productively to professional performance.
• Communicate effectively using two-way radio, telephone, and public address systems.
• Analyze complex operations situations and prioritize multiple and interactive tasks.
• Respond to emergency situations and follow the District's emergency procedures.
• Respond to complaints or inquiries from citizens, staff, and outside organizations.
• Prepare clear, effective, and accurate reports, correspondence, and other written materials.
• Maintain accurate logs, records, and written records of work performed.
• Work in a confined situation and be able to maintain concentration for extended periods of time.
• Adapt to a changing work environment and master new equipment, procedures and policies.
• Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Ability to speak Spanish is a plus.

Skill in:

• Interpreting and applying oral and written instructions in a consistent manner.
• Dealing with individuals from various socioeconomic groups, as well as those with different levels of mobility, in a tactful, calm, and confident manner.
• Completing forms and reports clearly and accurately.
• Observing and detecting unusual, hazardous, or emergency situations and taking appropriate action within prescribed guidelines.
• Communicating effectively using a two-way radio, telephone, electronic media and public address system.

PHYSICAL DEMANDS

Requires ability to remain stationary for prolonged periods of time.

ENVIRONMENTAL CONDITIONS

Control center environment; exposure to computer screens and monitors.

Position subject to Hours-of-Service DOT and FRA regulations

Position subject to DOT and FRA Drug and Alcohol Testing regulations.

SMART is an equal opportunity employer.

• There is a 12-month probationary period following appointment to this position.
• FLSA Status: Non-Exempt.
• A thorough background check will be required including, but not limited to: current and past employers, personal contacts, education verification. A credit report will be required for positions covered under Labor Code A complete list of background check documents will be provided upon request)
• SMART is a drug-free workplace. All employees will be expected to behave in accordance with this policy.
• If you are a person with a disability and require an accommodation to participate in a SMART program, service, or activity, requests may be made by calling SMART Human Resources at Voice), Dial 711 for CA Relay, or by email to at least five business days in advance of the event. We will do our best to fulfill requests received with less than five business days' notice. Copies of documents are available in alternative formats upon request.
• SMART is an equal opportunity employer.