At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The Operations Information Officer's primary role is to compile and disseminate critical service information for service changes, including but not limited to planned and unplanned disruptions, special events, and schedule changes, to the public and internal stakeholders using various methods and platforms. 

• Communicate information regarding planned and unplanned events on MBTA Bus, Heavy Rail, Light Rail, and Ferry services in a clear, concise, timely, and articulate manner at the onset, and throughout the duration of an event, using multiple notification platforms. 
• Operate a sign/message content management program which provides real-time updates in-station for planned and unplanned rail service incidents, interruptions, and public service messaging. 
• Regularly review and discuss the effectiveness of customer-facing incident communications and make recommendations for improved messaging. This may include attending After Action Reviews. 
• Provide input to the Technology Innovation Department to assist in the development of improved tools for customer communications, including, but not limited to, bus, rail, and signage applications.  
• Attend diversion and other planning meetings, either virtually or in person, where customer communications may be required. 
• Participate in the evaluation of signage plans and perform signage/messaging audits in the field on a weekly cadence with a focus on areas impacted by upcoming scheduled diversions in service. 
• Assist in the development and scheduling of public-address messages to be used for public safety, special events, and service disruptions. 
• Utilize security cameras to monitor ongoing incidents as well as triage customer complaints and escalate such incidents, as directed. 
• Monitor Elevator Vendor and Maintenance Control Center work plans and work orders, to ensure that elevator and escalator outages are posted to MBTA.com and the Authority's recorded elevator/escalator out-of-service hotline in a timely manner.  
• Periodically answer station callbox calls in the absence of hub monitor access clerks, and forward and escalate any calls as needed. 
• Update the MBTA.com severe weather page as needed during weather events and create Situation Reports for internal stakeholders during special events or when requested. 
• Perform various communications functions as assigned, such as managing the MBTA's X account. 
• Compile reports as assigned by OCC Management. 
• Respond to all inquiries, whether from a customer, vendor, or coworker, in a courteous, professional, and timely manner.  
• Work any and all shifts and/or locations as assigned or directed 
• Adhere to the rules, regulations, collective bargaining agreements (if applicable), and policies of the Authority, including the EEO, Anti-Discrimination, Anti-Harassment, and Anti-Retaliation policies. 
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include a focus on one or more departments or locations.   See applicable addendum for department or location-specific functions.

Physical Demands and Working Conditions

• The physical demands and work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work all shifts and locations assigned or directed.
• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week, as directed by supervisory staff for severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Have the ability to work any and all shifts and/or locations assigned or directed. 

Supervision

• None

• A Bachelor's degree in Communications, English, or a related field from an accredited institution. 
• Two (2) years of communications experience related to the dissemination of public information. 
• Effective organizational, confidentiality, time management, analytical, multitasking, and documentation skills 
• Proficiency with Word, Excel, Teams, OneDrive, SharePoint, and other Microsoft 365 applications. 
• The ability to pass: A Criminal Offender Record Information (CORI) check, background screenings, and the MBTA's medical requirements, including a physical examination and drug and alcohol screening .
• Excellent customer service, conflict resolution, and speaking skills 
• Ability to provide internal and external customers with a courteous and professional experience. 

Preferred Experience and Skills

• Experience working in the MBTA Operations Control Center and/or the ability to speak a second language. 

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement. 
• An associate degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement. 
• A master's degree in a related subject substitutes for two (2) years of general experience. 
• A nationally recognized certification or statewide/professional certification in a related field substitutes for one year of experience.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.
12. Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.