Traffic Management Specialist, Control Room Operator

Full Job Description

The Utah Department of Transportation (UDOT) is looking for a skilled individual to be a Traffic Management Specialist for the Traffic Operations Center (TOC) Control Room. This position is a Control Room Operator that reports directly to the Control Room Shift Supervisor.

The primary responsibility of the TOC Operator is to monitor and manage traffic and disseminate traffic information in order to maximize traffic flow and increase safety. This is accomplished through the staffing of the Control Room 24 hours a day, 7 days a week. Currently, there are 5 shifts of differing staff sizes that provide this coverage, working varied times and days, including nights, weekends, and holidays.

This is a temporary, part-time position with flexible hours (typically up to 29 hours per week). The purpose is to help cover shifts due to full time operators who have planned time off or for other unplanned coverage as needed. There may be an opportunity for this position to become a full time, benefited, career service position at a later date.

The UDOT TOC Control Room operates 24/7/365 and is responsible for traffic management throughout the state. It is the location that monitors roads, traffic signals, and intersections, and then proactively deploys traffic management strategies to reduce congestion, keep the roads safe, and contribute to keep Utah moving. Operators use displays of video images and computer-generated graphics, radio broadcast information (i.e. a police band radio scanner), operational data reports, and citizen reporting. Operators continuously monitor the system, and can provide information to responders and approaching drivers about problem areas, reducing crashes and saving drivers time, money, and wasted fuel. The Operators have a sophisticated network of devices that help them to message the traveling public when there are weather events, special events, crashes or incidents that could cause delays, including VMS signs, social media alerts, updating the UDOT Traffic App, and updating the UDOT traffic website udottraffic.utah.gov. The Operators can modify signal timing in real time, provide direct notification to affected agencies, and communicate with the responders on scene.

Principle Duties
As a Control Room Operator, you will:

• Ensure high quality traffic operations in the Traffic Operations Center control room.
• Assist the Shift Supervisor when necessary as UDOT's Incident Manager for all Level 1 classified incidents and act as the main correspondent for all subsequent incidents.
• Assist the Shift Supervisor by helping to manage multiple control room activities such as coordination with media, the Dept of Public Safety, and Community Relations.
• Provide communication and coordination with all UDOT regions, the Incident Management Team, and the Utah Highway Patrol.
• Ensure that safety standards and quality assurance processes are followed, and, in the case of a serious incident or weather situations, may be required to work for an extended period during this time.
• Make decisions in the Control room in accordance with UDOT's Comprehensive Incident Management Plan, focusing on quick clearance of incidents and good data reporting.
• Participate in after action reviews and training exercises, help generate reports and documentation, and maintain quality data.
• Serve as a contact for public information requests and complaints made to the TOC.
• Ensure high quality customer service in the Control Room.
• Monitor Utah's state-run transportation system for any and all incidents or occurrences that affect traffic flow and/or present a life safety issue.
• Maintain accurate records, logs, and data.
• Receive and evaluate incoming calls, determine whether emergency or routine and prioritize each; determine who needs to respond to call, relay instructions and questions.
• Generate accurate and concise information in response to a variety of problems.
• Ensure publications and information released to the media/public are accurate and consistent with agency objectives.

Minimum Qualifications
In order to qualify, you must have all of the following:

• High school diploma or equivalent
• At least one year of customer service experience

The ability to work in an environment that has a high risk impact to the mental and emotional state.

Operators encounter stressful situations that will expose them to graphic details, including death and injury through radio communications, video surveillance, and written reports from the emergency dispatch system and news reports.

These incidents are not limited to fatalities.


Knowledge, Skills, & Abilities
Here are some of the knowledge, skills, and abilities that are typically associated with the job, though not all-inclusive:
• Principles, theories, and practices of Emergency Management.
• Excellent customer service skills and quality customer service output.
• Use multiple computer software programs to detect, verify, respond to, and log incidents.
• Knowledge of Traffic Incident Management (TIMs).
• Interact with the public, external partners, news, and other agencies with professionalism, ensuring the continued growth and enhancement of UDOT's relations with these groups.
• Ability to problem solve in high pressure situations.
• Interpret a variety of instructions in written, oral, or other form.
• Generate accurate and concise information in response to a variety of variables.

Supplemental Information
Here is some information you should be aware of:

This is a temporary, part-time position with flexible hours (typically up to 29 hours per week).

The purpose is to help cover shifts due to full time operators who have planned time off or for other unplanned coverage as needed.

There may be an opportunity for this position to become a full time, benefited, career service position at a later date.

• Schedule may change when shift schedules are periodically reviewed.
• Some shifts will require working various times and days, including weekends and holidays.
• This position is subject to 24 hour availability.
• Work activities impacting the mental and emotional state : High Risk: Incumbents will frequently be exposed to visual images and descriptions of highway crashes and incidents that may have serious injuries or fatalities present.
• Working Conditions - Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Physical Requirements - Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.
• Employee may be reassigned to a different location as deemed necessary by the Region Director/Group Leader.

Why Should You Join Our Team?

The work we do matters. If you want to make a positive difference doing meaningful work, this is the right place for you.

Our mission statement is, “Enhance quality of life through transportation.” We define quality of life through a framework of Good Health, Connected Communities, Better Mobility, and Strong Economy.

We help the State of Utah and its traveling public to get to where they want, when they want, in the way they want -- and we make sure they can do it safely.

You will become part of a team with an internal culture of Trust, Teamwork, and Flexibility. Our organization lives by the values of Respect, Integrity, and Caring. If these are your values too, you'll be a great fit.

Aside from working for a cause-driven, cutting edge agency that is leading all other transportation departments in the nation, you will receive great health and retirement benefits.

Working for the State of Utah provides a positive work-life balance. Click here to view a summary of the benefits we offer.

The Agency

UDOT is a strengths-based organization, which means its approach is based on identifying and developing individual and organizational strengths.

Our philosophy is to address challenges by bringing our strengths to each situation and create the best solutions.

Candidates are encouraged to be familiar with their strengths and consider how they may potentially be of benefit to the roles for which they are applying.

UDOT uses the CliftonStrengths Assessment, but there are multiple strengths assessment tools available online, and no formal assessment is required.

For more information on the Utah Department of Transportation please click here.