Tolling Operations Center Supervisor (Liaison V) - Denver

Full Job Description

This position is only open to Colorado state residents.

New employees to the State will be paid biweekly. There are 26 biweekly pay periods in a year.

About CDOT

CDOT employees make a difference by providing freedom, connection, and experience to the traveling public, while also keeping them safe.

The State of Colorado offers competitive medical, dental and vision insurance, life and disability insurance, and flexible spending and health savings accounts.

Visit the State of Colorado benefits for details, current premium rates and a summary video about benefits.

The state also offers PERA retirement, great optional PERA plans such as 401K, a generous paid time off package of annual, sick, holiday and other leave, strong career growth, tuition reimbursement and professional development.

Perks include Colorado Employee Assistance Program (CSEAP) counseling, wellness, credit union membership and employee discount program. Visit CDOT Benefits for details.

Some positions may qualify for Public Service Loan Forgiveness.

CDOT for All

CDOT’s strength is our people, and our commitment to our people is to shape, support, and sustain the employee experience, and ultimately, create a supportive workplace where everyone, regardless of gender, race, ethnicity, religion, national origin, age, sexual orientation, gender identity, citizenship status, education, disability, socio-economic status, or any other identity, has the opportunity to thrive.

The eligible list created from this announcement may be used to fill current and future vacancies for a period of up to 6 months.

Requirements

About the UnitThe Toll Analyst Supervisor (Liaison V) works in the Colorado High Performance Transportation Enterprise (HPTE) which was created in 2009 as an independent, government-owned business within CDOT but is overseen by a separate Board of Directors that includes external stakeholders from four geographic regions appointed by the Governor.

HPTE is now doing business as the Colorado Transportation Investment Office (CTIO).

CTIO is an “enterprise” for purposes of Section 20 of Article X of the State Constitution as long as it retains the authority to issue revenue bonds and receives less than 10 percent of its total revenues in grants from the state and local governments.

Since 2015, CTIO has been enhancing its capabilities for Express Lanes operations.

Currently, CTIO operates 176 lane miles of Express Lanes, with an additional 63 lane miles under construction and 14 lane miles in development.

As the operator of the Express Lanes Network, CTIO oversees the operation, maintenance, and performance of the entire Express Lanes network.

About the Position

This position supports the tolling operations program by managing the standard operating procedures of the CTIO Tolling Operations Center.

This involves establishing Standard Operating Procedures (SOPs) and implementation strategies, supervising a group of Toll Analysts, and coordinating efforts between Colorado Department of Transportation (CDOT) traffic operations, maintenance operations, and related CTIO vendors.

The position will report to the Deputy Chief of Tolling Operations and collaborate with the Express Lanes Operations Manager to ensure the effective tactical implementation of tolling operations procedures.

Responsibilities include evaluating conditions in tolling corridors, determining appropriate operational and safety strategies for the unit supervised and coordinating with various CDOT and law enforcement stakeholders to implement control measures that improve safety and operations within the tolling corridors.

Additionally, this position will be responsible for conducting system testing and providing documented feedback to the testing team; gathering feedback from Toll Analysts and working with the Express Lanes Operations Manager to review, document and recommend updates to processes to ensure they are included in the Tolling Operations Process Library.

This position will also collaborate with stakeholders to ensure that projects effectively address operational and safety issues.

Your duties and responsibilities will include, but not be limited to the following:

Leadership/Supervision

• Provide daily oversight of assigned Toll Analysts and the contractor team responsible for monitoring the system of the Express Lanes network. This includes defining daily activities and expectations with input from the supervisor and the Express Lanes Operations Manager.
• Train assigned Toll Analysts on program requirements.
• Initiate the hiring process for new employees, participating in selection and onboarding of new staff and ensuring that team members clearly understand role responsibilities and expectations.
• Evaluate the effectiveness of work activities and proactively identify and communicate opportunities for service improvement.
• Administer the performance program for employees to include regular performance feedback.
• Address personnel issues and mediate conflicts.
• Monitor work for quality control and efficiency.
• Coach and mentor employees.
• Implement policies and procedures in a fair and consistent way.

Operations and Planning

• Implement policies, objectives, and activities to maintain operations and minimize revenue loss.
• Communicate with CDOT Maintenance via phone or radio for urgent situations, or by email when immediate responses are necessary regarding maintenance issues.
• Quality-check Toll Void requests and identify any issues related to revenue risk for escalation.
• Assist in the development of short-term and long-term strategic plans for toll operations, in collaboration with tolling program leadership.
• Manage staff to ensure efficient and effective toll operations are in place, ensuring messaging from the toll operations center is accurate, credible, and timely.
• In cases of planned activities or incidents, in or around the Express Lanes, provide incident command to restore normal traffic conditions safely, efficiently, and promptly, and facilitate resolutions with CDOT leadership, Maintenance, Public Information Officers (PIOs), traffic engineers, program engineers, and other relevant parties to implement appropriate operational responses for key safety and operational issues.

Toll System Analysis and Tolling Equipment Monitoring and Support

• Verify that system checks are performed at the start of each shift, and that the real-time toll operations log is updated accurately.
• Ensure that the Toll Analysts under this position's supervision are knowledgeable and capable of cross-functional performance throughout the Express Lanes
• Jointly work with the Express Lanes Operations Manager to track and provide oversight of impacts to the Express Lanes by confirming, updating, and responding to scheduled and unscheduled traffic incidents related to tolling and congestion.
• Provide support, including performing research and investigation, maintaining logs, and fulfilling requests from the operations and maintenance leadership and contracted team members) as well as other departments.
• Oversee assigned teams’ response to equipment, device, and network failures, determining the best escalation procedures to initiate resolution.
• Coordinate with the Express Lanes Operations Manager and the vendor on testing the Toll Rate Dynamic Price Signs and document the outcomes, which assists the vendor maintenance team(s) with troubleshooting.
• Track the progress of tickets submitted by the Toll Analysts that this position supervises; research and communicate with staff regarding unresolved tickets and/or follow-up on progress.

Ensure that the team is responding appropriately to alerts and observed issues in the Express Lanes.

For example, when toll rates change, this position ensures assigned Toll Analysts confirm that the scheduled toll rate is displayed on the toll rate signs, using CCTV cameras, software, and dashboards.

If any discrepancies are identified, this position will ensure that issues are reported immediately to minimize revenue loss.

• Provide Toll Equipment Monitoring including:
  • Logging into multiple platforms to perform daily tasks.
  • Utilizing CDOT’s OpenTMS for traffic incident management
  • Using ETC’s riteSuite™ to monitor the Next Generation Lane Toll Systems (NGLTS) system corridors
  • Using CCTV cameras to confirm the status of the VTMS pricing and the status of tolling equipment found at each toll point (ALPR Cameras, Readers, Loops etc.)

System Testing and Coordination of Project Activities

• Provide oversight of assigned Operations Staff in the implementation of the test cases during System Commissioning.
• Ensure all failures are properly documented for escalation to upper management.
• Attend Go-Live meetings to ensure that the assigned Operations Team is aligned with responsibilities outlined by the Project Team for the Go-Live activities.

Other duties as assigned.

Work Environment

• Your schedule will primarily be 8:00 – 5:00 pm work hours, Monday-Friday.
• You will likely work a hybrid schedule with a combination of in-office and remote work.
• This is considered a Critical Position. Critical positions can be expected to work and/or remain at their worksite in delayed start, early release, or closure situations.
• Works with several computer screens.
• Occasional in-state travel may be required to attend meetings or training
• As the facility locations are added, this position will travel between sites to have proper visibility into the Express Lanes Operations.
• Travel to satellite facility locations to assist with testing.
• Required to drive CDOT vehicles.

Qualifications

Minimum Qualifications

Experience Only
Eight (8) years of experience which included:

• Four (4) years full-time professional work experience in Toll Operations, Military Operations, Intelligent Transportation Systems (ITS) operations, Traffic Operations, Emergency Response/Dispatch, Law Enforcement Leadership, Technical Support Specialist roles, System Integration Services, Data Management, Customer Service Management, Transportation and Logistics Operations or a field closely related to the Major Job Duties.
• AND four (4) years of experience in Toll Operations, Intelligent Transportation Systems (ITS) Operations, Transportation and Logistics Operations or Military Operations. Experience must have included data driven decision making.
• Must have two (2) years of experience as a supervisor. (see supervision definition below)

OR

A Combination of Education and Experience which included:

• Education in Toll Operations, Military Operations, Intelligent Transportation Systems (ITS) operations, Traffic Operations, Emergency Response/Dispatch, Law Enforcement, System Integration Services, Data Management, Customer Service Management, Transportation and Logistics Operations or a closely related field will be considered.
• Experience in Toll Operations, Intelligent Transportation Systems (ITS) Operations, Transportation and Logistics Operations or Military Operations which included data driven decision making will be considered.
• Must have two (2) years of experience as a supervisor.

Supervision Definition: Responsible for supervising at least three full-time employees in all of the following areas: conducting performance goals and reviews, approving leave and timesheets, providing input for personnel actions (e.g.

hiring, promoting, separating), applying standard operating procedures, assigning tasks, prioritizing work, identifying and gathering resources to complete tasks, checking work product.

College Transcripts: If you are using education to qualify, a legible copy of your official or unofficial college transcript(s) or an official foreign credential evaluation report must be submitted with your application.

Transcripts must show the name of the school, completed credit hours, and (if applicable) that a degree was conferred.

Transcripts from colleges or universities outside of the United States must have been assessed for U.S. equivalency by a NACES educational credential evaluation service.

The credential evaluation report must be an official report.

Failure to provide a transcript or official foreign credential evaluation report may result in your application being rejected and you will not be able to continue in the selection process for this position.

Conditions of Employment

• Must pass a pre-employment screening which may include social security number trace, criminal records check, public court records check, educational records, and driving records checks. More information in the supplemental information section.
• A current valid driver’s license is required for all Colorado Department of Transportation (CDOT) positions which require operating a state or personal motor vehicle to perform one or more essential functions of the position.

Preferred Qualifications

The exceptional applicant will possess proven ability or accomplishment in the following:

• Demonstrated success with the duties listed in the Description of the Job section;
• Highest work/personal ethics and integrity;
• Years of State service experience related to the duties of this position;
• Experience with Tolling Operations and Tolling Systems;
• Strong leadership and supervisory skills and experience;
• Experience with traffic operations platforms and equipment such as TAP software, ETC’s riteSuite, CDOT’s OpenTMS for traffic incident management and roadside device management, LaneAware, and/or CCTV;
• Experience working with various systems to report, troubleshoot, and recommend solutions to observed failures;
• Experience determining operational and safety strategies;
• Experience performing incident response management;
• Proven ability to manage multiple projects and priorities in a demanding environment;
• Passion for safety and service to the public;
• Strong analytical, reasoning, investigative, problem solving, and decision making skills;
• Flexibility and adaptability in response to changing conditions or unexpected obstacles;
• Strong oral and written communication skills including facilitation and presentation skills and experience;
• Ability to partner with other CDOT stakeholders and staff, the public, consultants, and others with sensitivity to their needs and priorities;
• Strong time management skills;
• Strong interpersonal and relationship building skills;
• Ability to work under pressure;
• Ability to take initiative to solve problems in an innovative manner;
• Strong attention to detail;
• Ability to work effectively in both independent and team situations;
• Ability to manage information on multiple monitors;
• Fluency in Microsoft Office Suite (Word, Excel), Gmail, SAP, and the ability to quickly learn other software systems.

Additional Information

Applicant Checklist

Complete Applications must include the following documents:

1. A complete CDOT Application for Announced Vacancy (please submit online using the green 'APPLY' button at the top of this announcement)

2. A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.)

A cover letter that describes your interest in this position, how your experience aligns with the minimum and preferred qualifications of this position.

Cover letters must be uploaded as an attachment to your online application. Cover letters will not be accepted after the closing date and time of the announcement.

3. A detailed chronological resume. Resumes must be uploaded as an attachment to your online application.

If you are using education to qualify, a copy of your official or unofficial transcript showing completed coursework and credit hours, that your degree has been conferred (if applicable), your name and the name of your school, or your official NACES credential evaluation report.

Please submit this as an attachment to your online application.

4. If you are a veteran, a copy of your DD214. Please submit this as an attachment to your online application.

Please note that you may redact information on your attachments that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution.

Only complete applications submitted by the closing date for this announcement will be given consideration. Every effort must be made to submit all application materials by the announcement close date.

Where unusual circumstances prevent timely acquisition of transcripts, they must be submitted within five business days of the announcement close date.

Resumes will not be accepted in lieu of a completed application. Failure to submit properly completed documents by the closing date of this announcement may result in your application being rejected.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

Notifications:

All correspondence regarding your status in the selection/examination process will be via email.

Include your current working email address on your application and check your email frequently as you could receive time sensitive correspondence regarding this position.

We highly recommend that you set up your email to accept messages from "state.co.us" and "info@governmentjobs.com" addresses.

It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

Immediately after you submit your application you should receive an email that confirms that you successfully submitted an application for this position.

If you do not, try submitting again until you receive the confirmation email. Be sure to also check your junk folder for email communications from the State of Colorado's website.

The Hiring Process:

1. All applications that are received by the closing of this announcement will be reviewed against the minimum qualifications in this announcement. Candidates who meet the minimum qualifications proceed to the next step.

2. Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process.

• Part, or all, of the comparative analysis for this position may be a structured application review, which involves a review of the information you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications.

Be sure your application materials specifically address your qualifications, experience, work products, and accomplishments as they relate to the Major Duties, Minimum Qualifications, and Preferred Qualifications sections as listed above.

Failure to include adequate information or follow instructions by the deadline for application may result in your application not being accepted for this position and may affect your inclusion as a qualified candidate in any step of the selection process and placement on the eligible list.

3. A top group, up to six candidates, will be invited to schedule an interview with the hiring manager.




Transfer, Non-Disciplinary Demotion or Reinstatement

If you believe that you are eligible to be considered as a transfer, non-disciplinary demotion, or reinstatement to this vacancy, you must submit a completed application following the directions in this job announcement and you will be included in the selection process along with other qualified applicants.

If you are the finalist for this position after the selection process, Human Resources will confirm your eligibility to be appointed as a transfer, non-disciplinary demotion, or reinstatement applicant.




Employment Screening

If an applicant reaches the finalist stage of the hiring process, the Colorado Department of Transportation may procure a consumer report and/or investigative consumer report on the applicant in connection with his/her application for employment purposes, as defined under the Fair Credit Reporting Act.

These reports may be obtained at any time after receipt of the applicant's authorization.

As part of the employment screening an applicant will be requested to disclose any deferred judgments and convictions as well as an explanation of the circumstances around any arrest or conviction.

In the event that a screening returns information that the applicant believes is not accurate, he or she will have an opportunity to dispute the information with “Accurate.” Accurate, a consumer reporting agency, will obtain the report for CDOT.

Further information regarding Accurate including its privacy policy, may be found online at www.accurate.com. Accurate is located at 200 Spectrum Center Drive Suite 1100, Irvine, CA 92618.

The report may contain information bearing on the applicant's character, general reputation, personal characteristics, and mode of living.

The information that may be included in the report includes social security number trace, criminal records check, public court records checks, educational records, and driving records checks.

CDOT will only request credit reports insofar as they relate to the position for which the applicant is applying.

The information contained in the report will be obtained from private and/or public record sources.

The applicant will have the right, upon written request made within a reasonable time after receipt of a notice, to request disclosure of the nature and scope of any investigative consumer report.




Appeal Rights

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative.

This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver, CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go tospb.colorado.gov; contact the State Personnel Board for assistance at 303.866.3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1,State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, atspb.colorado.gov under Rules.




ADAAA Accommodations

CDOT is committed to the full inclusion of all qualified individuals.

As part of this commitment, our agency will assist individuals who have a disability as defined by the ADA Amendments Act of 2008 (ADAAA) with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, or participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship.

If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to Lynn Livingston at LynnR.Livingston@state.co.us or call 303-757-9110.




Former State Employees

Former employees of the Colorado Department of Transportation System or any other State of Colorado Department or Agency, who were disciplinarily terminated or resigned in lieu of termination, must disclose this information on his/her application.




LL (SAP #50139592/PCR #64699)