Traffic Management Specialist Control Room Operator

The UDOT TOC Control Room operates 24/7/365 and is responsible for traffic management throughout the state. It is the location that monitors roads traffic signals and intersections and then proactively deploys traffic management strategies to reduce congestion keep the roads safe and contribute to keep Utah moving. Operators use displays of video images and computer-generated graphics radio broadcast information (i.e. a police band radio scanner) 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 wasted fuel.

About the Role

• Ensure high quality traffic operations in the Traffic Operations Center control room.
• Assist the Shift Supervisor when necessary as UDOTs 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 UDOTs 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 Utahs 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.

• High school diploma or equivalent
• At least one year of customer service and/or relevant 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

• 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 UDOTs relations with these groups.
• Ability to problem solve in high pressure situations.
• Interpret a variety of instructions in written oral or other form.
• Generate accurate and concise information in response to a variety of variables.

• Shift Schedule: (Swing) Tuesday - Saturday 2:00 p.m. to 10:00 p.m.
• Schedule may change when shift schedules are periodically reviewed.
• Some shifts will require working various times and days including weekends and holidays.
• This position is subject to 24 hour availability.
• Work activities may impact the mental and emotional state.
• High Risk: Incumbents will frequently be exposed to visual images and descriptions of highway crashes and incidents that may have serious injuries or fatalities present.

Required Experience:

IC