What are the responsibilities and job description for the Airport Operations Center Agent position at City of Charlotte and Mecklenburg County?
The Charlotte Douglas International Airport (CLT) Airport Operations Center (AOC) promotes situational awareness and facilitates collaborative decision making among all airport stakeholders and multiple agencies and jurisdictions at CLT. The AOC provides situational awareness monitoring, communication, coordination, and dispatch functions for all airport operations including 9-1-1 emergency, Airport Operations, Facility Maintenance, Housekeeping, and customer service, ensuring all responses are in compliance with federal, state, and local regulations. Airport Operations Center Agents perform skilled work, including telecommunications, customer service, dispatching emergency and aviation units, and relaying emergency and non-emergency information. AOC Agents operate and monitor communications equipment, such as radios, telephones, visual data terminals, computers, alarms, and building systems. Must be able to assess situations quickly and objectively while determining the proper course of action within established rules, regulations, and procedures while representing CLT in a professional and positive manner.
General Information:
- Must be able to work assigned shifts, including holidays, and reports back to work during emergencies, urgent situations, special events and inclement weather. Shifts are generally divided into first, second, and third shift hours to cover a 24/7 operation. Hours are subject to change based on operational need. Overtime may be offered and/or mandated when needed.
- This position is deemed essential and is not eligible for telework.
- Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.
- Valid driver license in state of residence and ability to obtain and maintain a City driving permit.
Major Duties and Responsibilities
1. Provides situational awareness review performing information gathering, hazard identification, and effective decision making. Monitor, operate, identify, analyze, and respond quickly and logically to multiple airport operating systems simultaneously. Assess situations quickly, objectively, and then determine the proper course of action. Use the following equipment and systems in the AOC: Metasys building monitoring, fire and life safety systems, access control systems, video management systems, computer aided dispatch (CAD), two-way radio equipment, emergency notification systems, public paging systems, network recorders, flight information display systems (FIDS), flight tracking systems, Airport Operations database (AODB), gate scheduling, computerized logs, weather monitoring, lightning detection, TTY phone, and more.
2. Perform communication functions and communicate effectively. Operate a variety of communications equipment; transmit and receive emergency and non-emergency information. Answer phones, blue light emergency call boxes, two-way radios, and computer communication platforms and process both emergency and non-emergency calls for service. Follow complex instructions; disseminate information in an organized manner; dispatch resources per procedures; maintain logs/records; and prepare reports. Assist airport users and tenants in resolving routine operational problems; process routine requests and complaints; assist with special events; and provide customer service. Establish and maintain effective working relationships.
3. Process quickly and logically airport emergencies, irregular operations, and incidents of various size, scope, and scale. Follow established emergency and irregular operations procedures to ensure compliance with 14 CFR Part 139 and 49 CFR Part 1542. Identify and determine general nature, location, urgency, and extent of problems. Determine priority, relay, and follow complex oral and written instructions. Act decisively and exercise independent judgment within established rules, regulations, and procedures. Activate the Airport Emergency Operations Center (AEOC) as directed following established procedures until relieved by a higher authority. Test systems in the alternate AOC and activate, as needed.
4. Provide assistance to airlines, tenants, the public, and other employees, as needed.
5. Interpret and adhere to Federal, State, and Local regulations, procedures, and instructions to ensure the safety of persons and the security of airport property.
6. Perform the daily duties of the following during department non-staffed hours:
o Gate Management – monitor the Airport Operations Database (AODB), airline schedules, assess gate access and capacity, and schedule airlines to common use facilities in ticketing, baggage claim, gates, and remote aircraft parking; maintain logs and records.
o Lost & Found – answer the Lost & Found service line, process items found, and process inquiries to lost items.
o Customer Service Line (Airport Information Desk) – respond to various informational inquiries from customers and airport stakeholders. Provide operational information related to the Airport Visitor Pass program.
o Facility Work Orders – take request for work orders and determine level of urgency and operational impact. Dispatch high-priority items and place work orders in Cityworks system for non-priority items to be reviewed by Facilities or Locksmiths.
o Housekeeping – receive calls and dispatch general housekeeping and custodial requests
7. Participates in and completes all required and supplemental training. Participates in required emergency response training and exercises related to airport operations, irregular operations (IROPS), and emergencies. Assists and participates in event planning.
8. Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations.
9. Other duties as assigned.
Knowledge, Skills & Abilities
- Knowledge of airport and airline operations.
- Knowledge of 14 CFR Part 139 and 49 CFR Part 1542.
- Knowledge of public safety, telecommunications, and two-way radios.
- Knowledge of airport locations and the processes of emergency response.
- Knowledge of Incident Command System (ICS) and National Incident Management System (NIMS)
- Skills to communicate clearly and effectively verbally in person, over the telephone, and over the two-way radio systems.
- Skills to communicate clearly and effectively in writing.
- Skills to effectively organize data and prioritize resources during routine and emergency operations.
- Skills in various computerized systems.
- Ability to work independently and as part of a team.
- Ability to establish and maintain effective working relationships with co-workers, other agencies, tenants, employees and the public, while representing CLT in a professional, positive manner.
- Ability to respond calmly and effectively in emergency and stressful situations.
- Ability to assess situations quickly, objectively, and determine the proper course of action within established rules, regulations, and procedures.
Physical Requirements:
This position is sedentary in nature and may require prolonged periods of sitting or standing at assigned workstation. Lifting of less than 25 lbs., such as books and laptops. On an occasional basis physical activity may include reaching, lifting, kneeling, squatting, standing and twisting. Works in a dimly lit room without windows. Must be able to operate and monitor communications equipment, such as data terminals, computers, radios and telephones. Must be able to work in low light conditions.
Preferred Qualification
One-year experience in airport operations, safety, airport management, or public safety, preferred.
Minimum Qualifications
High School Graduate and Three Years of Experience
or
Associates Degree and One Year of Experience
Salary : $26 - $31
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