OVERALL DESCRIPTION

The Control Center Information Manager (CCIM) will be responsible for communicating timely and accurate service disruption information to riders across all modes through service alerts, public address announcements, and electronic station signs. This role involves monitoring all SEPTA operations and gathering relevant information from Operations staff. The CCIM will also direct the Control Center's Regional Rail Announcers to coordinate the delivery of service information to Regional Rail customers at stations. In addition, the CCIM will work closely with other staff including SEPTA's Media Relations and Customer Service Departments to assist in disseminating external and internal information. 

SPECIFIC RESPONSIBILITIES

1. Uses the Alert Management Tool to publish service disruption alerts to SEPTA.erg, the SEPTA App and third-party apps, X (formerly Twitter), and Ready Philadelphia.
2. Uses the public address system to make passenger announcements at Metro stations and Transit Centers.
3. Provides day-to-day direction to the Regional Rail Announcers by relaying train delays, cancellations and other service disruption information so that station announcements are timely, accurate and consistent with published alerts.
4. Coordinates and shares relevant information with other internal SEPTA departments, including Customer Service and Media Relations.
5. Researches and responds to customer service inquiries assigned to the Control Center by reviewing incident records, chat logs and published alerts, and closing tickets within the established timeframe.
6. Operates the Elevator Status VMS (variable message signs), website information on SEPTA.erg, X/Twitter and the Elevator Hotline to inform passengers about out of service elevators and maintain ADA compliance.
7. Utilizes a sign content management program to display dynamic customer service information and Marketing initiatives, passenger perks and special events.
8. Conducts monthly remote inspections of all camera views to assure clarity.
9. Conducts weekly audits of all VMS to assure accuracy of data.
10. Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public self and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
11. Performs other duties as assigned/required.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree in any field, preference for Communications or related, plus one (1) year related experience required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Demonstrated ability to write clearly and concisely for a general public audience, and to translate technical and operational information into plain language.
• Ability to remain composed and make sound decisions in a fast-paced control center environment during service disruptions and emergencies.
• Strong technical literacy required, including the ability to type a minimum of 35 words per minute and learn new computer equipment/software.
• Must possess good telephone skills with the ability to ascertain pertinent information and properly prioritize importance.
• Subject to be called outside of normal duty hours. Must be able to work all shifts, weekends and holidays.

IDEAL QUALIFICATIONS AND EXPERIENCE

• Knowledge of SEPTA services strongly preferred.
• Use of Social Media, specifically Twitter, preferred.