Operation Controller

Operation Controller

Transit Control Center and Dispatch Career Opportunity

$34.18 per hour under the Teamsters collective bargaining agreement

4305 East 21st Avenue, Tampa, Florida 33605

Full time and union represented

Until filled

26-034

24 hour operation including nights, weekends, holidays and emergencies

HART is seeking an experienced transit professional to oversee, dispatch and support bus and paratransit service from the Operations Control Center. Operation Controllers coordinate employees, vehicles, routes and schedules during regular service, special events, disruptions and emergencies. Depending on the selected or assigned shift, the work may include bus radio control, window dispatch, HARTPlus control and other control-center functions.

You will monitor service delivery, guide operators, coordinate with supervisors and maintenance staff, update customers and document operational decisions. The Operations Control Center operates 24 hours a day, seven days a week. Controllers must remain available for assigned hours and may be needed during emergencies or periods of reduced staffing.

Eligible employees have access to a comprehensive employment package that may include:

• A central role in the daily delivery of bus and paratransit service throughout Hillsborough County.
• Responsibility for coordinating operators, vehicles, schedules, detours and emergency response activities.
• Daily use of transit technology, including Trapeze, CAD and AVL systems, PASS, Swiftly, Transit App, FleetNet and EAM applications.
• Medical, dental and vision plan options and participation in the Florida Retirement System.
• Access to a 457(b) deferred compensation plan, paid leave, tuition reimbursement, and employer-paid life, accidental death and dismemberment, and long-term disability insurance.
• Free HART transportation and opportunities for training, professional development and career growth.

Eligibility, coverage, accruals and other benefit provisions are governed by the applicable collective bargaining agreement, official plan documents and HART policies.

• →Dispatch operators on assigned routes and schedules in accordance with HART policies and procedures.
• →Coordinate operator activities with Transit Supervisors and provide clear direction on the safe and efficient delivery of service.
• →Monitor the location, assignment and schedule adherence of vehicles and operators, including bus and paratransit service in the PASS system.
• →Create and monitor extra-board worksheets for bus and paratransit operations and adjust pull-out times, pull-in times, trips or vehicle assignments when service conditions require it.
• →Identify delays, excessive ride times and other service risks early and take appropriate action to protect safe, reliable and efficient service.
• →Create detours and publish service updates through Swiftly, Transit App and other HART communication tools.
• →Use Trapeze Ops to manage daily assignments, extra-board activity, employee status, personnel records and yard activity.
• →Use the Orbital Computer Aided Dispatch and Automatic Vehicle Location system to monitor performance, manage detours, communicate with customers and document required reporting.
• →Maintain accurate chronological logs, Tracker Action entries, email records, reports and other legal electronic records throughout the assigned tour of duty.
• →Coordinate with law enforcement, first responders and appropriate authorities during accidents, emergencies and service interruptions, and notify MBTA Safety, FDOT and FTA of significant events as required.
• →Confirm that operators report fit for service, in proper uniform and with required equipment.
• →Coordinate vehicle repairs with maintenance personnel, initiate EAM work orders, and enter FleetNet road calls and vehicle swaps.
• →Record, book and assign special services and complete lost-trip, graphic-transit and other monthly reporting entries.
• →Post operational notices and bulletins, respond to employee and customer inquiries, and provide after-hours customer service when assigned to night shifts.
• →Train, counsel and support staff and remain on duty until properly relieved.
• →Batch HARTPlus trips on weekends and holidays when assigned.
• →Receive and record absentee calls for Operations, Maintenance and Customer Service when assigned to Window Control.
• →Substitute for Transit Supervisors when needed and issue, collect and track operational keys, equipment and staff vehicles.
• →Perform other work-related duties as assigned.

All HART employees are responsible for maintaining a safe and secure environment for customers, contractors, visitors and coworkers. Employees must follow applicable health, safety, security and quality-management procedures; recognize and report accidents and hazardous conditions; assist with the development of workplace safety procedures for their department; promote those procedures; and properly use and care for assigned equipment and materials.

• Calm operational judgment. You assess changing conditions quickly and give safe, clear direction during disruptions and emergencies.
• Reliable service coordination. You align operators, vehicles and schedules while addressing gaps before they become larger service problems.
• Accurate records. You maintain complete logs, system entries and reports that support operational decisions and legal reporting requirements.
• Clear communication. You communicate professionally by radio, telephone, email and transit systems with employees, customers and emergency partners.
• Effective use of technology. You use dispatch, scheduling and fleet systems to monitor service and coordinate real-time changes.
• Dependable coverage. You report as scheduled, remain until properly relieved and support a control center that operates around the clock.

• A high school diploma or GED certificate.
• At least one year of transit-operator experience.
• A valid Florida driver's license and the ability to obtain a Florida Commercial Driver's License Class B with Passenger endorsement within 120 days of hire or promotion.
• Knowledge of Microsoft Word, Excel, Outlook, ADP and other basic computer applications.
• Ability to react safely, quickly and calmly during emergencies and periods of operational pressure.
• Ability to use two-way radio, telephone and computer systems and prepare accurate logs and reports.
• Ability to operate HART buses and vans and drive assigned routes.
• Knowledge of HART routes and schedules, local geography, defensive driving techniques, extra-board procedures and applicable HART rules and policies.
• Ability to organize concurrent tasks, perform calculations accurately, meet deadlines and work effectively through frequent interruptions.
• Strong verbal, written, interpersonal and customer-service skills, including the ability to remain courteous when facing criticism or hostility.
• Ability to maintain confidentiality, work effectively with varied personalities and meet HART attendance, punctuality, safety and security requirements.
• Ability to work nights, weekends, holidays and other hours required by a 24-hour operation, including emergencies and reduced-staffing periods.

• A bachelor's degree in logistics, communication, business management or a related field.
• Two years of progressively responsible supervisory experience in public transit.
• Dispatch or transit-control experience in transportation, emergency response or the military.
• Experience using computer-aided dispatch and automatic vehicle location systems.
• Experience with Trapeze Ops, PASS, Swiftly, Transit App, Tracker Action, FleetNet or EAM systems.
• Knowledge of the ATU collective bargaining agreement.

Work is performed primarily in a 24-hour transit operations control center. The position requires sustained attention to radio, telephone, computer and service information while coordinating multiple activities and responding to interruptions.

• Sit, communicate orally and in writing, and listen for extended periods.
• Use telephones, two-way radios and computers frequently.
• Maintain the hearing, near and far visual acuity, and depth perception needed to perform assigned duties.
• Walk, bend and stretch occasionally.
• Work nights, weekends, holidays and emergency assignments when required.
• Work around potentially intimidating or unreceptive members of the public and occasional extreme noise, physical hazards, fumes or airborne particles.

Reasonable accommodations may be available to qualified individuals with disabilities.

HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or any other status protected by federal or state law. Reasonable accommodations are available to persons with disabilities during the application and interview process in accordance with the Americans with Disabilities Act.

The statements above describe the general nature and level of work performed by employees assigned to this position. They are not intended to represent an exhaustive list of every responsibility, duty, qualification or working condition associated with the position. Employees may perform other duties as assigned.

It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co-workers. HART employees are also responsible for:

• Adhering to stated policies and procedures relating to health and safety, security, and quality management.
• Recognizing and reporting all accidents and hazardous conditions.
• Assisting in the development of workplace safety procdures for their respective departments.
• Promoting workplace safety procedures within their department.
• Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

EEO Compliance: HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or other status protected by Federal or State law.

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.