Operations Center Supervisor

Job Purpose and Summary

This position is responsible for supervising the day-to-day operations of staff in a 24/7 Traffic Operations Center (TOC) for the Pennsylvania Turnpike Commission (PTC). Work includes monitoring, evaluating, and coordinating communications with the public, media, other agencies, and staff. This position oversees staff on their assigned shift in receiving and prioritizing emergency/non-emergency requests for assistance from the public and others requiring the dispatch of law enforcement, emergency medical service (EMS), fire department, maintenance crews, tow trucks, hazardous material spill teams, and/or other internal/external departments for attention. Work is generally performed with independence and reviewed by a manager for conformity to operating procedures, overall performance, and to ensure the quality of services provided.  

Essential Functions & Responsibilities

Organizes, supervises, and reviews the performance of staff within the TOC for the assigned shift. Coordinates appropriate training, education, and career development programs. Provides instruction on PTC and TOC policies, procedures, practices, and protocols.

Supervises staff that monitor traffic conditions and incidents, dispatch, and coordinate information, and retrieve and enter computer data using a computer-aided dispatch system for emergency response personnel within the service area.

Provides guidance to staff in their communication, coordination, and response with law enforcement, emergency response and incident management entities, PTC personnel, and others. Performs quality assurance of these communications to ensure consistency in work product and adherence to standards.

Makes operational decisions related to roadway and other emergency situations including but not limited to incident response and road closure public messages; makes operative decisions relating to roadway emergencies and other incidents.
  
Advises and serves as a decision maker in response to rapidly developing traffic situations, incidents, and notifying the press and public.

Creates incidents and activates travel advisory messages using the Advanced Traffic Management System, which activates changeable message signs and other intelligent transportation system devices.

Prepares and transmits alert messages to selected PTC locations and incident information to senior PTC management and to the public through the various media sources.

Manages and determines activation of other alternate communication center sites or other public information situations. Prepares messages for delivery to other operation centers as required. Receives, formats, and distributes messages from other operation centers.

Updates social media for upcoming and active incidents. Monitors social media for messages that may require immediate response.     

Reviews and analyzes incident patterns and drafts new procedures to enhance customer service.  

Makes management decisions regarding scheduling and staffing, and distributes work assignments to the operators.

Works extended hours, on call 24/7, to assist in the management of normal and emergency operations.

Authorizes gate access to reduce incident response and incident clearance times.

Uses situational awareness to anticipate and prevent incidents/accidents.

Performs related duties as assigned.

Qualifications

Eight (8) years of experience in the administration of public safety and incident management systems;
OR
Four (4) years of experience in the administration of public safety and incident management systems AND a bachelor’s degree in business administration, traffic/transportation management, safety/incident management, or related field. 
Equivalent combination of education and/or experience may be accepted. 

One (1) year of the qualifying experience must be in a supervisory capacity. Two (2) years as a Traffic Operations Center Technician 2 with the PTC OR four (4) years in 911 dispatch or related experience may be considered equivalent to the supervisory experience. 

Must complete the APCO 40-Hour Telecommunicator course or possess another valid Emergency Telecommunication Course (ETC) certification within six (6) months of employment. 

Possession of  a valid Commonwealth Law Enforcement Assistance Network/National Crime Information Center (CLEAN/NCIC) Certification. Must obtain and maintain CLEAN/NCIC certification within six (6) months of employment.

Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment.

Must demonstrate proficiency in the ability to utilize a keyboard at 40 wpm (words per minute) on a PTC administered typing test.

Competencies

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position requires frequent travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.