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Associate Communications Specialist-NR
MSP Metropolitan Council | Saint Paul, Minnesota
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Job Description


We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Associate Communications Specialist works in the Transit Control Center and is responsible for monitoring, answering, and coordinating response to public safety texts from the public through Metro Transit's Text for Safety. The position communicates service disruption information to passengers in real time and other service disruptions via SMS messaging, social media sources, and Metro Transit's app.

The position reviews real-time detours including bus stop closures, special events, construction projects, travel time delays, etc., and communicates to the customer in easily understood terminology. In addition, the position has access to real-time transit information, Metro Transit CCTV Cameras, and other resources to monitor transit services.

What you would do in this job:

1. Receive, interpret, and answer public safety related text messages from the public for resolution:

* Gather pertinent information from the customer in order determine appropriate response for Metro Transit Police or other resources
* Enter data into Metro Transit's computer aided dispatch
* Coordinate with Transit Police Dispatch to ensure appropriate and timely response is achieved for public safety text messages

2. Post real-time service disruptions, running time issues, event impacts, etc., to various social media sites:

* Review and track all real-time system disruptions and detours in order to maintain accurate information posting on various social media sites, metrotransit.org, and other media sources as determined.
* Use Metro Transit's computer aided dispatch to monitor service disruptions and detours and future postings via detour application.
* Assist in monitoring social media sites for customer posts related to complaints, concerns, commendations, and questions. Respond or post in response to customers as determined by agency policy.

3. Communicate with customers using various digital channels:

* Translate transit jargon into a format that is easily understood by customers
* Determine how to best serve the customer based on information received by understanding the agency structure and department responsibilities.
* Monitor real-time information and make decisions regarding communications with the public following Metro Transit policy and procedure.

4. Complete administrative tasks for TCC Operations as needed. What education and experience are required for this job (minimum qualifications)

* A Bachelor's degree in journalism, communications, business administration, English or a related field and related paid/unpaid internship experience working on social media for a company, government agency, school or non-profit organization.
* Or, a two year degree from an accredited school in business administration or mass communication/journalism, and two (2) years of progressive professional experience working with social media for a company, government agency, school or non-profit organization.
* Or, a High School Diploma or GED and four (4) years of progressive, professional experience working with social media for a company, government agency, school or non-profit organization.

Desired Qualifications:

* Experience working with social media for a company, government agency, school or non-profit organization
* Experience working in a complex, multifunctional department committed to customer communication and team environment
* Ability to work varying hours, nights, weekends, and holidays
* Experience working and communicating with a diverse customer base
* Experience working in operations, transportation, safety and/or customer relations

What the knowledge, skills and abilities are for this job:

* Knowledge of Mac and PC operating systems, Microsoft Office and Adobe Creative Cloud.
* Basic knowledge of HTML/CSS and content management systems.
* Knowledge of Metro Transit system modes and service area
* Knowledge of transit operations terminology and jargon.
* Strong computer skills using software such as Word and other windows based applications.
* Proven media skills working with Face book, Twitter, and Flickr, etc.
* Detail Oriented
* Strong written and verbal communication skills
* Skill to communicate with a diverse customer base
* Skill in navigating, posting, editing, and responding on or in social media sites
* Skills and experience in working in a complex, multifunctional department committed to customer communication and team environment
* Ability to read and interpret directional relationships and movement on a map
* Ability to multi-task and prioritize in a fast paced environment
* Ability to adapt to changing and unknown circumstances regarding service disruptions
* Ability to manage multiple incidents simultaneously
* Ability to work independently
* Ability to distill detail into messages in order to communicate succinctly to customers
* Ability to work varying hours, nights, weekends, and holidays

What you can expect from us:

* We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
* We encourage our employees to develop their skills through on-site training and tuition reimbursement.
* We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us! Additional information:

Union/Grade: Non Represented/Grade E

FLSA Status: Non-Exempt

Safety Sensitive: No

Work Environment: Work is performed in a standard office setting. Some positions may require travel between primary worksite to other sites.

What steps the recruitment process involves:

You must qualify at each of the numbered steps below to be considered a final candidate for the job.

* We review your minimum qualifications.
* We rate your education and experience.
* We conduct a structured panel interview.
* We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only) and a background check, which verifies education and employment, covers driving record (if applicable to the job) and any criminal record. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and a criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. If you have a disability that requires accommodation during the selection process, please call Human Resources at (612) 349-7071.

This company profile was created by AfterCollege and is about MSP Metropolitan Council. This page is not endorsed by or affiliated with MSP Metropolitan Council. For questions regarding company profiles, please email: care@aftercollege.com.