At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

This position will be responsible for the planning, administration, and supervision of the 911 operators who will take emergency and non-emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by dispatching the appropriate public safety resources. As a supervisor, this position will lead and guide the operators and may need to perform the job as one as well.

• Assist in the oversight of the day-to day operations of the 911 Operators.
• Oversee the collection and entry of information entered by Call Center Associates. 
• Supervise and coach 911 Operators while assisting with the planning daily work schedules and monitor activities.
• Assist in answering incoming emergency and non-emergency calls to TPD via 10-Digit Telephone Lines, Emergency and Non-emergency 1212 lines from internal sources.
• Monitor back up radios (2 frequencies).
• Monitor ELERTS system and radios and answers telephones to obtain information regarding reported emergency.
• Determine nature of response, calls in required personnel and dispatches appropriate fire, police and other emergency response personnel to emergency scene.
• Relay messages to various Department personnel and departments regarding emergencies.
• Call in assistance from other communities in accordance with established procedures and protocols.
• Respond to non-emergency calls, providing information and assistance and refers callers to appropriate department and/or employee.
• Act as liaison between local and neighboring municipalities and the public utility for the purpose of reporting emergency situations, needed repairs and loss of service.
• Dispatch calls for service via the TPD's radio system.
• Enter calls for service via the TPD's CAD Records Management System.
• Highly organized and detail oriented. 
• Perform related duties and projects assigned.

• Team of 911 Operators

• A high school diploma or equivalent (G.E.D.) from an accredited institution.
• Five (5) years as a 911 Operator and/or public safety dispatching.
• Have a working knowledge of and can apply the Authority Police rules, protocols, and procedures.
• Must be able to type a minimum of 35 words per minute.
• Must possess maturity in judgment with the skill set to learn and understand the basic field operations and procedures of the police department, to handle police dispatch operations and support units requesting resources and support actions, to use various technical systems including computerized dispatch, signaling, alarm monitoring, telephone console, and general personal computer equipment.
• Should possess a polite but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers.
• Must have the ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, aggressive or emotional callers, peaking workloads, and multiple (simultaneous) responsibilities.
• Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
• Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
• Recall details and record information/numbers quickly and correctly.
• Communicate effectively and professionally, both orally and in writing.
• Work collaboratively and cooperatively with co-workers and personnel from customer agencies.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a team (or supervise, if required)
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
8. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
9. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
10. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.