Administrative Intake Coordinator

Job Description

Job Description

Employee Safety Reporting Program Hotline Lead Contractor (Administrative Intake Coordinator)

Description of Services:
The MBTA Employee Safety Reporting Program (Safety Hotline) is a required component of the Agencys Safety Management System (SMS) under the Federal Transit Administrations Public Transportation Agency Safety Plan (PTASP) regulation, 49 CFR Part 673. This regulation requires agencies to maintain a robust employee safety reporting program, conduct timely hazard identification, perform safety risk assessments, implement mitigations, and maintain documentation for oversight by the FTA and the Department of Public Utilities (DPU).
The Safety Hotline has experienced a significant increase in reporting volume, from 480 reports in 2024 and 550 reports in 2025, to more than 650 projected reports in 2026, contributing to a growing backlog that currently exceeds available internal resources. Reports frequently require cross-departmental coordination, risk evaluation, and escalation to ensure appropriate actions are completed to effectively mitigate the reported hazards.
Currently, the Safety Risk Management (SRM) team has an open Hotline Lead position that is unfilled. As this position has been vacant since September, the team has fallen behind in processing Safety Hotline reports. The safety of our workforce and the continued success of the Safety Hotline are dependent on the timely resolution of hazards, as well as ongoing communication with the reporter and affected parties.
Dedicated contractor support, in the role of the Intake Coordinator, is essential to maintain timely processing of reports, perform initial risk assessments, escalate higher risk issues to Safety leadership and/or Operations, and ensure that hazards are tracked through closure. This role directly supports MBTAs compliance with regulatory requirements related to safety assurance, hazard management, and frontline worker involvement.
The Administrative Intake Coordinator, reporting to the SRM Deputy Director, will also ensure the reporting employees (when self-identified) receive updates, a key component that demonstrates the MBTAs commitment to their safety. It also adds transparency, incorporates worker feedback into safety improvements, and builds a strong culture of trust.
Scope of Work
The Administrative Intake Coordinator will perform the following duties:
Review of Safety Hotline messages
Record Safety Hotline reports in the hazard database (Origami) ensuring accurate classification and entry
Conduct initial risk assessments to determine hazard severity, likelihood, and appropriate routing
Escalate high-risk issues or urgent reports to Safety leadership, Operations Control Center, or responsible departments
Confirm status of Safety Hotline reports, including:
Review Maintenance Work Orders in Trapeze
Check updates through the Origami API connection
Follow-up on open Safety Hotline reports to ensure timely action by involved departments
Respond to reporting employees (when self-identified) to acknowledge receipt and provide updates
Track and document each report throughout its lifecycle, including safety assurance activities, to ensure regulatory compliance
Process Safety Hotline reports in accordance with the Safety Hotline Standard Operating Procedure and related Work Instructions
Reduce the hazard backlog, including reconciliation of reports from previous years

Essential skills
Strong organizational skills
Proficient in Share Point, Microsoft Office, Excel, and Power Point
Excellent communication and interpersonal skills
Proficiency in office software and equipment
Problem-solving and customer service experience
Attention to detail, accurate work product and professional demeanor

Qualifications
A bachelors degree
One to three years of administrative and/or customer service experience
An associates degree or high school diploma or GED with equivalent experience may be substitute for a bachelors degree
Experience working with regulatory agencies is preferred but not required