Strategic Response Specialist

Join the organization that received Outstanding Public Transportation System Achievement Award from the American Public Transit Association in 2018 & 2020!

Central Ohio Transit Authority (COTA) is central Ohio's public transportation provider, providing nearly 19 million passenger trips per year servicing Franklin County and parts of Delaware, Fairfield, Licking and Union counties. Guided by our 2019-2024 Strategic Plan, our vision is to move every life forward. Our mission is to provide solutions that connect people to prosperity through innovation, dedication and teamwork.

Salary: $74,027.20 - $87,089.60

Location: 1330 Fields Ave Columbus, OH 43201

Benefits: COTA offers competitive benefits including: medical/Rx, vision, dental, and supplemental insurance, life insurance, paid parental leave, employee discounts, employee bus pass; wellness initiatives, on-site cooking classes and chair massages, on-site Health Coaches and Dietitians, tuition reimbursement, and retirement benefits through OPERS and Ohio Deferred Compensation.

Position Summary:

COTA's Strategic Response Specialist is responsible for ensuring proper protocol is followed regarding accidents and security incidents involving COTA and the general public. This position partners with COTA's Transportation Services Supervisors, Customer Ambassadors and city authorities in responding to and resolving threatening situations within various service areas. This position is responsible for the creation and management of detailed documentation of motor vehicle accidents (accident investigation report, witness statements, photographs, etc.) for claims, collections, accident investigation/appeal process, and other proceedings. Additionally, the Strategic Response Specialist supports a variety of outreach efforts to ensure non-profit and community resources are available to patrons requiring such services.

Performs duties in alignment with the 2019 - 2024 COTA Strategic Plan and in support of the organization's vision To Move Every Life Forward.

This Position is Responsible For:

• Ensures minimum variation in scheduled transit/on-demand service and customer safety through managing on-site street operations and utilizing digital communication tools to maintain effective communication with Road Supervisors and Customer Ambassadors;
• Ensures all department policies and procedures are followed. Also ensures Operators maintain compliance with FTA and ADA laws and regulations;
• Responds to revenue and non-revenue accidents and/or security incidents in a timely manner; ensures clear, concise and accuracy of all reporting, less any discrepancies and/or falsities;
• Photographs accident activity (i.e., damage to vehicles, injuries to customers, etc.); records, where appropriate;
• Collects information from witnesses regarding accidents and security incidents, including demographic information and witness statements;
• Partners with Transportation Street Supervisors and uses sound judgment to de-escalate and handle potentially dangerous situations in various zones throughout the city;
• Works in close proximity with the city's police, safety and fire departments as needed;
• Serves as a witness in cases (e.g., affidavits or testimony in Union grievances, arbitration, lawsuits, etc.);
• Serves as a liaison from Legal Division to Transit Operations;
• Executes route checks and ride checks and responds to Security-related events; monitors transit center, bus shelters and Park and Ride locations for security issues; and
• Assists with related task force functions in addressing security and safety concerns on bus lines and at bus shelters. Maintains an awareness of community and non-profit organizations such as those offering services pertaining to substance abuse, mental health, unhoused, sexual abuse, etc., to connect resources to customers requiring such programs;
• Conducts customer well-being assessments, as needed, and connects patrons to resources and long-term care support, when applicable; and,
• Maintains courteous and informative communications with the public and customers.
• Supports the ongoing operations of the COTA Safe & Secure For All Task Force;
• Participates in internal meetings regarding trends in transportation as directed by the Director of Risk Assessment;
• Must be willing to work any shift and day as required;
• Must be flexible in work assignments and daily tasks;
• May be required to be available through a mobile device via voice during and outside of normal working hours, at the manager's discretion, and must respond within a reasonable timeframe;
• Regular, predictable and punctual attendance required; and
• Performs other duties as assigned.

At Minimum You'll Need:

• Requires a High School Diploma or GED, and five (5) years of security and/or social work experience, preferably in transportation. An Associate degree is preferred. An equivalent combination of education and experience in business, public administration or social work will also be considered.
• FTA Level 1 Accident Certification upon hire.
• Must possess an Ohio Driver License with the ability to drive a transit vehicle for work purposes;
• Must have the ability to obtain TSI certification and complete all required training, if applicable.

COTA is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Equity, Diversity, and Inclusion are of core importance and essential to the success of the organization. All employment decisions are based on job needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, age, genetic information, gender identity, national origin, veteran or disability status. COTA believes that diverse and inclusive organizations gain the benefits in creating a stronger and more effective workforce resulting in services that better meet the needs of consumers and in result Move Every Life Forward.

Salary : $74,027 - $87,090