Metropolitan Transit Authority of Harris County

Serves as a communications liaison between METRO and the public on the METRO social media and other platforms to convey real-time operational status of METRO services, and other relevant information about METRO.

The specialist will receive and interpret information regarding planned and unplanned incidents and activities that will have an impact on the public’s use of METRO’s fixed route services. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Knowledge & Skills Required:

• Must be able to effectively perform and clearly communicate in a rapidly changing environment.
• Aptitude to understand and apply transportation call center and operational principles and procedures.
• Strong analytical abilities for fact gathering, issue identification, and operational analysis.
• Ability to write clearly and succinctly in various communication settings and styles.
• Proficiency in a Windows environment (Word, PowerPoint, Excel, and Outlook).
• Proficiency with online publishing tools such as Twitter/X, Facebook, YouTube, and other online platforms.

Responsibilities And Specific Duties:

• Monitors bus and rail operations to write and relay emergency notifications and operational status to METRO’s communications platforms, including social media, for all unscheduled/unplanned delays, emergency situations, detours, service interruptions, facility conditions, and other METRO related events.
• Collaborates with METRO Operations, MPD, Safety, Customer Service, Press Office, Marketing, IT, and other stakeholders to provide a coordinated message to the public regarding service and other METRO activities.
• Informs and updates appropriate personnel of delay management strategies during service interruptions/adjustments.
• Coordinates agency responses to e-mail inquiries received via ridemetro.org and social media platforms.
• Maintains content for computer software systems and social/new media tools.
• Creates content and grows METRO’s presence across social media channels.
• Provides an operations contact for customer safety/security-related text messages, customer service, station monitors, METRO Police, METRO Press Office, and other key staff.
• Prepares reports and correspondence for management review.
• Collaborates with key stakeholders to verify information and meet tight deadlines.
• Track and analyze analytics to gain insight on traffic, demographics, and effectiveness.
• Must be available for emergency telework during any natural or man-made crisis.
• Participates in rotation for on-call availability outside of normal business hours.
• Promotes safety awareness and follows safety procedures.

Education Requirement: Bachelor’s degree in communications or a related degree is required.

Years & Experience Required: Five (5) years of progressively responsible experience in communications, newsroom, or business writing environment.

Additional Notes:

• This role involves being a communication liaison between METRO and the public, primarily through social media and other platforms.
• The specialist is responsible for providing real-time operational status updates and other relevant information to the public.
• Collaboration with various METRO departments and stakeholders is a key aspect of this role.
• The specialist must be available for emergency telework during crises.
• Safety awareness and following safety procedures are essential in this role.
• Excellent customer service is expected when dealing with both internal and external customers.

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