RTL Dispatcher en Massachusetts Bay Transportation Authority

About the Department

The Operations Control Center Dispatcher– Rapid Transit Lines( RTL) will oversee the movement of trains on Subway Operations Rapid Transit Lines (Red,Orange,Blue) to ensure that consistent headways and schedules are maintained.

Position Duties

• Act as a liaison between Subway Operations and all other departments involved in the expeditious movement of trains and the security and safety of the Authority’s passengers and employees.
• Monitor and process incoming radio and telephone calls and notify the proper departments of all vehicle or infrastructure defects and/or emergencies.
• Make immediate decisions during off-peak hours and/or in the absence of supervisory personnel, maintaining an accurate, chronological log of all reported incidents involving the Authority.
• Oversee and assign work within the Tower Operator’s area and control and monitor the activities of Motorpersons, Train Attendants, Yard Personnel, Tower Persons, Inspectors, and Chief Inspectors.
• Use all available tools, including all necessary electronic and digital systems, and procedures involved in the expeditious movement of trains to improve service and to notify customers of delays, diversions, or other information of interest to the MBTA’s ridership.
• Demonstrate proficiency with all available tools and procedures involved in the expeditious movement of trains and the improvement service, including the intake of radio and telephone calls and the notification of customers of delays, diversions, or other information of interest to them.
• Notify the Customer Call Center and supervisory personnel when delays in service occur. Monitor the Control Center Office and the use of all related equipment.
• Monitor the security of the building containing the Operations Control Center during night and weekend shifts.
• Notify Senior Managers, appropriate Police and/or Fire Departments, and Emergency Medical Services of serious accidents and/or incidents.
• Assume the duties of the Supervisor and make immediate decisions, often involving emergency situations, when necessary.
• Ensure the safety of passengers and employees through the enforcement of Authority standards and policies and knowledge of system safety principles set forth in the current MBTA Safety Plan.
• Work all shifts, including overnights and weekends, and/or locations as assigned or directed.
• Respond to each inquiry, whether from a customer, vendor, or coworker, in a courteous and professional manner. 
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with other MBTA employees.
• Drive a company or personal vehicle to visit work sites and assist at emergencies and/or events as needed. 
• Provide professional and courteous customer service through all interactions with internal and external customers via telephone or written communication.
• Respond or report to work as directed by Supervisory Personnel for emergencies, extreme weather conditions, or any other abnormal conditions that impair the safety or service, twenty-four (24) hours per day, seven (7) days per week.
• Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable), and policies of the Authority, including the Equal Employment Opportunity (“EEO”), Anti-Discrimination, Anti-Harassment, and Anti-Retaliation laws and 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 environment 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 as 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.
  • Compensation: Candidates hired through this requisition shall be paid at a rate of 80% of the RTL Dispatcher rate during their time in RTL Dispatcher training. Once graduated from training, they shall be paid at the full RTL Dispatcher rate.
  • Probationary Period: Candidates hired through this requisition shall serve a probationary period during their time in RTL Dispatcher training and continuing through 90 days actually worked as an RTL dispatcher from the date on which they completed training. 
  • Completion of Training: Candidates hired through this requisition must successfully complete all aspects of RTL Dispatcher training, including passing all required examinations, within the time period required by the Authority. Should a candidate hired through this requisition fail to successfully complete all aspects of RTL Dispatcher training, they shall be disqualified from the RTL Dispatcher position and discharged from employment. Such candidates hired through this requisition will remain eligible for other employment within the Authority, subject to any applicable minimum entrance requirements.
    

Minimum Qualifications

• A high school diploma or equivalent (GED) from an accredited institution.
• Seven (7) years of professional experience.
• Excellent customer service and communication skills.
• Excellent multitasking ability and situational awareness. 
• Effective organizational, time management, and interpersonal skills.
• Knowledge and mastery of basic computer skills, and the ability to quickly learn enterprise database applications.
• Ability to satisfactorily complete a twenty-four (24) week training period. Training may be extended for up to, but no more than, two (2) weeks (for a total of twenty-six (26) weeks) if the trainee needs additional time to master the training concepts.

• Have a satisfactory work record, including overall employment, job performance, discipline, and safety records. At least three references will be required, and the reference check must be satisfactorily completed to qualify for an offer.
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to work all shifts and/or locations assigned, directed, or necessary for this position, including up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstance that may potentially impact service or the safety of service. 
• Ability to supervise and work effectively with a diverse workforce.
• Applicants are required to pass both a Writing Assessment and an Attention to Detail Assessment as part of the interview process.
• Successful applicant must have the English language skills required for the effective performance of the position.

Preferred Experience and Skills

• At least three (3) years of supervisory experience.
• Transit experience, particularly transit dispatch.
• Experience in any of the following fields/industries: Passenger Railroad, Freight Railroad, Emergency Dispatch, Air Traffic Control, Airlines, or other modes of transportation and/or dispatch.

Other Qualifications

None