Freeway Services Dispatch/Operator – Call Center – 1st & 2nd Rotating Shifts

Job Description
AECOMis seeking Freeway Services Dispatch/Operator(s) to be assigned at a Georgia Department of Transportation (Georgia DOT) office work location. Assigned locations include Gainesville, White, Tennille, and Jesup.These positions require a rotating shift schedule that includes 1st shift (6:
00 am – 2:
30 pm) and 2nd shift (2:
00 pm – 10:
30 pm). The pay rate is $17.65/hour.
The position uses Advanced Traffic Management Systems (ATMS) software and web-based applications for monitoring freeway and managing events/incidents;
dispatching incident management personnel;
answering and responding to calls from the public;
and communicating, coordinating, and collaborating with other staff, Georgia DOT personnel, and partner agencies.
ABOUT THE OPPORTUNITY
The position performs tasks in support of field services conducted by the Coordinated Highway Assistance and Maintenance Program (CHAMP), which is a service provided by the Georgia DOT. CHAMP field staff actively patrol freeways throughout Georgia and provide roadside assistance for stranded motorists and perform road maintenance functions.
Georgia DOT’s transportation management program includes dispatch/operator staff in support of roadside assistance for stranded motorists on Georgia’s freeways. AECOM dispatch/operator staff support CHAMP field staff (patrollers) 7 days a week, 365 days per year, serving a critical role in the delivery of safety and mobility to the motoring public.
The routine responsibilities of this position include, but are not limited to:
TECHNICAL RESPONSIBILITIES:
Dispatch CHAMP patrollers, who provide roadside assistance for stranded motorists and perform road maintenance functions
Regularly participate in ride-alongs with CHAMP patrollers to maintain familiarity with CHAMP procedures
Monitor field surveillance camera video and other information sources for the detection and verification of events that impact traffic flow and safety
Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity
Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras and dynamic message signs
Participate in technical and customer service training and certification activity as required by the program
Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program
Log information about agency communication, first responder activity, and rest area checks
COMMUNICATION RESPONSIBILITIES:
Perform communication tasks consistent with the program’s high level of customer service expectations and training
Dispatch and communicate with CHAMP patrollers, using program-directed radio and/or phone communication protocols
Answer phone calls and provide information or assistance to motorists, Georgia DOT personnel, or other agencies on traffic and road conditions;
transfer calls to designated personnel as appropriate
Communicate via radio and/or phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required
Communicate via radio and/or phone with Georgia DOT personnel to provide clear and accurate information regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions
Perform written documentation of activity and communication in a clear, concise, and complete manner
MINIMUM REQUIREMENTS:
High School Diploma or GED
Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, law enforcement radio broadcasts, answering/responding to calls and communicating to other staff or partner agencies
Ability to operate software platforms and web-based applications
Must pass a state and federal criminal history/security background check
Must pass a pre-employment drug screen