Operations Associate

About the Company

Springfield Area Transit Company, Inc (SATCo) is a private, contracted service operator of fixed-route public transit bus operations and maintenance services in Massachusetts’s Pioneer Valley region. SATCo is proud to be an equal opportunity employer, providing the highest quality of safe and efficient public transportation in our communities.

Position Summary:

In close coordination with Department Directors, this support position is responsible for first-level activities related to accident, incident and customer complaint investigations, compiling and organizing related data and coordinating efforts with appropriate personnel to follow up on findings. This position serves as an integral member of the operations team. This position is responsible for extensive data management, periodic reporting and project-related tasks while serving as support person to the Operations Department team in areas of day-to-day operations.

This position reports to: This position reports directly to the Director of Operations.

This position directly supervises: This position does not directly supervise any other staff.

Essential Duties and Responsibilities: Include the following. Other duties may be assigned.

Analyze audio and video data related to accidents, incidents and customer complaints: Respond to video requests from operations department staff by obtaining and analyzing video/audio footage related to accidents, incidents, customer service complaints. Document all processes and create a chain of custody for video and other electronic evidence.

Conduct Investigations into Accidents/Incidents: Conduct timely and detailed review of audio/video pertaining to accidents and incidents; obtain, organize, and interpret related information as appropriate submit written reports of findings to appropriate operations department personnel; coordinate related efforts as needed; ensure all related documentation is submitted to the Operations Safety Manager and Assistant Director of Operations for timely processing; maintain all electronic recordings of accidents/incidents data including Hastus data, hard drive logs & inventory, training records database, employee Driver Qualification (DQ) files and radio recordings; coordinate efforts with appropriate operations personnel and provide them with all necessary documentation for submission to the PVTA Claims & Legal Department, outside legal representatives; depositions, mediation conferences and court trials, etc. provide related reports to management and requesting parties; keep current with regulations, processes, and procedures related to conducting investigations. Ensure that all required documentation and reports are completed timely and forwarded appropriately. Conduct all follow-up activities as needed.

Position Description:

Assist with Investigating Passenger Complaints: Assist other Managers with the investigation of customer complaints by conducting necessary research to determine validity of complaints; using all available information, conduct first level screening of audio and video recordings related to customer complaints; obtain facts, analyze all related information, and provide findings to appropriate personnel in a manner that ensures timely action and/or resolution.

Other: Extract audio and video information as needed by authorized requesting parties for research and investigation purposes; maintain proper chain of custody of audio/video recordings properly store and archive surveillance data according to established procedures. Ensure that all required documentation and reports are completed timely and forwarded appropriately.

Conduct Equipment Quality checks: Monitor the video surveillance infrastructure assigned to the SATCo Operations Team and report any devices in need of service or updates.

Assist with audio and video surveillance procedures: Assist with department efforts with maintenance personnel to ensure audio and video devices are properly installed and maintained on all buses. Working with appropriate constituents, conduct periodic quality checks to monitor functionality of audio/video equipment; manage hard drive equipment inventory on an ongoing basis using video management software; uploaded/store video to internal shared folders; maintain detailed reports of all work completed.

Maintain Documentation: Complete detailed reports in designated report management system for case documentation.

Aid the Department with various projects as needed: At the direction of the Director of Operations, conduct periodic research on various topics as required and provide related information to requesting parties in various forms such as reports and presentations. Performs all other duties, administrative functions and projects as assigned.

Education and Experience: A High School Diploma or equivalent is required combined with at least two (2) years of experience in compiling, analyzing, and reporting information into databases or other standard business functions; effective organizational, multi-tasking, time management and interpersonal skills; ability to provide internal and external customers with a courteous and professional experience; ability to work effectively independently and as part of a team (or supervise, if required); ability to uphold the rights and interests of SATCo while building and maintaining effective relationships with employees and co-workers; excellent communication skill; ability to read and interpret documents such as contracts, safety rules, policies, procedures, manuals, and other instructions; ability to understand and monitor compliance with internal company policies and procedures, Collective Bargaining Agreement (CBA), as well as relevant state, federal and other related regulations; ability to effectively read, comprehend, communicate, and respond to instructions; strong analytical skills including experience with conducting basic research, compiling and analyzing data, and interpreting findings; ability to utilize, read, and interpret statistical data in the form of charts, graphs, spreadsheets, and other methods of data presentation; ability to write routine reports and correspondence; sound reasoning ability, independent judgment, problem-solving and decision-making skills; and ability to work effectively with a diverse workforce.

Preferred Qualifications: Preferably, a successful applicant will demonstrate an Associate’s Degree in transportation, management, business, or a related field and a minimum of 2-3 years related experience and/or training with core business responsibilities; Prior audio/video analytics experience; prior experience working with a Video Management System (VMS); experience working in the transit industry; report writing skills.

Computer Skills: To perform this job successfully, an individual should have a working knowledge of computers and be able to adapt to job-specific computer applications. Ability to use audio/video equipment and related specialized computer software applications. The ability to use Microsoft Word, Excel, and Database applications.

Position Description: Operations Associate (03/25) Page 2 of 4

Certificates, Licenses, Registrations: A valid and active Driver’s License with the ability to be insured, and remain insurable, under the Company’s Vehicle Liability Insurance.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Collects and researches data; Uses intuition and experience to complement data.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Maintains confidentiality; Keeps emotions under control.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality. Quantity - Completes work in a timely manner; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Undertakes self-development activities; Takes independent actions and calculated risks; Asks for and offers help when needed.

Innovation - Meets challenges with resourcefulness; Presents ideas and information in a manner that gets others' attention.

Mathematical Skills- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the

Position Description:

employee is frequently required to view, sit, talk, and/or hear. The employee is occasionally required to stand, walk, climb stairs (i.e., on bus), and use hands to finger, handle, or feel and reach with hands and arms. Moderate use of computer, keyboard, and mouse; Specific vision abilities required by this job include vision, color vision, and ability to adjust focus, with frequent viewing of computer screen and video equipment is required. The employee must also lift and/or move up to 10 pounds on an occasional basis. Ability to travel within 50-mile radius is required (use of company vehicle may be provided). Must be able to drive a public transit bus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts (steering wheel, door mechanism). The employee is occasionally exposed to wet and/or humid conditions, outside weather conditions and vibration. The employee may also be occasionally exposed to fumes. The noise level in the work environment is usually moderate.

Department: Operations

Job Title: Operations Associate

FLSA Status: Full-time, Exempt level

Reports to: Director of Operations

Union Status: Non-bargaining

Salary: $47,500 - $52,500 Annually

Typical Hours: 8:30 am – 4:30 pm (Weekdays)

Job Type: Full-time

Pay: $47,500.00 - $52,500.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $47,500 - $52,500