As a Toll Road Control Room Operator, you will affect the smooth operation of the Dulles Toll Road (DTR) for motorists.
Serves at the Dulles Toll Road (DTR) Office in McLean, VA.
Ensures that toll collection, the operation, and function of the DTR Control Room are smooth, efficient, responsive, and effective during the assigned shift. Performs related functions.
GENERAL RESPONSIBILITIES
Receives a briefing from the outgoing Control Room Operators (Operators) on key events, especially issues related to operations (such as accidents, lane and machine malfunctions, closed/coned off lanes, canopy light overrides, and Operations staff shortages) when reporting to work. Provides the same kind of briefing to incoming shift.
Utilizes the DTR Automated Revenue Collections System (ARCS) to monitor the 59 toll lanes. Maintains awareness of the status of equipment, traffic, and weather conditions on the DTR and in the surrounding area.
Answers incoming telephone calls and refers or responds to them effectively. Answers intercom requests from Toll Collectors at toll plazas, e.g., reports of lane malfunctions, requests for maintenance (air conditioner or heater not working), and reports of machine malfunctions, and takes appropriate action.
Updates the immediate supervisor and senior personnel on important topics. Initiates or tracks incident responses and notifications in coordination with the Metropolitan Washington Airports Authority’s (Airports Authority’s) Public Safety Communications Center (PSCC).
Documents and coordinates lane and machine malfunctions (e.g., lane closures, degrades, coin jams, and anything else that affects a coin machine or vault activity) with contractor technicians. Uses and performs operator maintenance on the DTR ARCS, multi-channel radios, telephones, computer equipment and other communications or office equipment.
Records Toll Collector opening and ending times in the system as they log in and at shift end. Runs End of Tour Report to ensure all Toll Collectors have been taken out of the system from their shift. Coordinates with and assists Lead Toll Collectors, Toll Collector Supervisors, contractor technicians and others to open and close lanes.
Documents and notifies maintenance staff of maintenance issues, such as toll booth lights needing replacement, bathroom/HVAC malfunctions or broken cash drawers. Ensures effective key control during shift.
Uses proper radio communication procedures, including tone of voice, message construction, terminology and transmission style between DTR operational staff, Operations Manager, Toll Collector Supervisors, Lead Toll Collectors, DTR Maintenance and Safety Security Patrol.
May recommend changes to established Control Room procedures to improve its operations, to support changes in core DTR operations, etc.
Maintains thorough and up-to-date knowledge of Departmental, Washington Dulles International Airport (IAD), and Airports Authority policies, procedures, schedules and directives pertinent to the DTR, and attends in-service, mandatory, basic, advanced and/or specialized training to maintain proficiency or learn new job-related information and skills.
Performs other duties as assigned.
QUALIFICATIONS
One year of progressively responsible experience working within a control room setting.
Knowledge of and ability to apply generally accepted communication procedures and radio terminology while using a variety of mediums, such as telephones, two-way radios, and intercoms.
Ability to communicate complex, urgent, and technical information with others and make decisions in an emergency.
Ability to analyze data and information and make recommendations for an immediate solution.
Ability to speak and write effectively.
Ability to use a computer and modern office suite software, with emphasis on specialized systems/software for control room operations and safety management.
EDUCATION
A high school diploma or a Certificate of General Educational Development (GED).
PREFERRED QUALIFICATIONS
Experience in traffic management and toll road operations.
Experience in a high volume communications center.
CERTIFICATIONS AND LICENSES REQUIRED
A state driver’s license in good standing.
NECESSARY SPECIAL FACTORS
Uses written materials, pictorial displays, visual displays, electronic devices, and hearing to attend to multiple inputs and produce multiple outputs concurrently.
Is subject to job pressures during peak periods and emergencies.
Is subject to hold-over and recall on a 24-hour basis for essential services and emergencies such as snow removal.
Works a rotating shift that may include weekends and holidays.
Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.
Please apply online at: https://mwaa.wd1.myworkdayjobs.com/en-US/MWAA/details/Toll-Road-Control-Room-OperatorR0005313