Communications Coordinator

PURPOSE OF POSITION
The Southern California Regional Rail Authority (SCRRA), operator of the Metrolink passenger rail service, is seeking a Communications Coordinator to work in the Communications Department. This position will develop, create and distribute appropriate messages during service disruptions and incidents to stakeholders and to passengers using various social media outlets. The position will also support various customer engagement programs including refunds, group travel, Quality Service Pledge (QSP) and customer comments.
 
This is a classified position represented by Amalgamated Transit Union, ATU Local 1277, per the Collective Bargaining Agreement (CBA) dated January 1, 2023, through June 30, 2026.

DISTINGUISHING CHARACTERISTICS
This job description is not part of a job series
 
SUPERVISION EXERCISED AND RECEIVED

• Receives supervision from supervisors and department management 
• No formal supervisory responsibilities

Hourly Rate: $27.822 per hour
 
Sr. CRR/CRR promotional opportunity: $33.3861 per hour

TO APPLY: This is a continuous recruitment, with the first review of applications beginning November 25, 2024. Interested applicants are encouraged to apply immediately. The duties listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.

• Coordinate research, creation and distribution of appropriate and timely messages to all stakeholders.
• Develop, create and distribute appropriate messages during service disruptions to stakeholders and passengers using social media outlets, internal communication systems and station information boards.
• Consult with internal and external parties to monitor incidents, situations, and trends to reduce negative exposure and liability.
• Post train delay information internally and externally via social media along w/answering itinerary questions passengers may have posted via social media.
• Provide alternate transportation to passengers when train service has been affected and update track information during disruptions and incidents.
• Collect, analyze and monitor data and information for report preparation and presentations to executive leaders.
• Enter, revise and create reports from information on computer databases.
• Respond to public complaints and comments.
• Convey technical railroad terminology in clear and easy to understand customer focused messages.
• Manage bus bridges per the department SOPs during planned outages and service disruptions.
• Maintain and update Comm Desk Standard Operating Procedures (SOPs)and other various systems on a regular basis.
• Support various customer engagement programs including refunds, group travel, QSPs and comments.
• Record daily summaries for railroad, bus or passenger issues or issues with message board system.
• Perform other related duties as assigned.

Education and Experience

• High school diploma or GED required.
• A minimum of five (5) years of work experience in a position with similar duties or in a customer service or communications position with experience using electronic messaging as a major part of the job duties.
• A combination of training, education, and or experience that provides the required knowledge, skills, and abilities may be considered when determining minimum qualifications.  Advanced relevant coursework may also substitute for a portion of required experience.

Preferred Qualifications

• Associates Degree in Communications or a related field.
• Communications experience using electronic messaging.

Knowledge, Skills, and Abilities
Knowledge of:

• Social media outlets and content management systems.
• Structure of system equipment use and train cycles.

Skilled in:

• Strong and effective organization and time management.
• Microsoft Office.
• Strong and effective communication, both verbal and written.

Ability to:

• Translate railroad terminology into customer focused message.
• Formulate concise and clear written materials.
• Forecast impact to rider during service disruptions.
• Work under pressure.

PHYSICAL REQUIREMENTS

• Transition between a stationary position at a desk or work location and move about Metrolink facilities or other work site locations. 
• Operate tools to perform the duties of the position, such as computers, office equipment and work-related machinery. 
• Transport equipment or boxes up to 25lbs. 
• Exchange ideas by means of communication. 
• Visual acuity to detect, identify and observe employees or train movement and any barriers to movement when working on or near railroad tracks. 
• Hear and perceive the nature of sounds when working on or near railroad tracks. 
• Balance, ascend/descend, climb, kneel, stoop, bend, crouch or crawl within assigned working conditions and or locations. 

Working Conditions
Position requires work in a normal office environment with little exposure to excessive noise, dust, or temperature. Work may also be conducted in outdoor environments, at construction sites, Railroad Track and Right-of-Way environments, and warehouse environments, with possible exposure to individuals who are hostile or irate, moving mechanical parts, and loud noises (85 decibels, such as heavy trucks, construction, etc.)                                                                                                                                                                                   

Selection Process:
 
Following a review of resumes and/or applications, the most highly qualified candidates will be invited to continue in the selection process. A written exercise is a part of this recruitment process that consists of a written examination with the purpose of assessing the applicant's skills, abilities and knowledge related to the job they are applying for. Eligible applicants will be notified of the exact time and place of assessments and interview.  Candidates will be interviewed to determine their relative knowledge, skills and ability in job related areas.  Offers of employment may be contingent upon successful completion of a reference check, including degree verification and criminal records check provided through SCRRA.
   
Internal Candidates: Employees with active discipline as defined in the HR Policy No. 5.3 Positive Discipline Program and/or with performance that does not meet the standard for "meets expectations" as defined in the Performance Planning and Appraisal Process may be precluded from consideration and placement in the position.
   
Southern California Regional Rail Authority is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
   
The SCRRA is an Equal Opportunity Employer. EEO/ADA

Salary : $28 - $33