CITRS Communication Specialist II

Summary This recruitment is open to King County Metro Employees . Eligible career service employees that have completed their probationary period (or will complete it by the closing date of this posting) in their current career service position may take the assignment as an SDA. Final selection for the SDA is subject to reference checks, record review, and approval from the candidate’s current supervisor. The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro's Mobility Division, Customer Communication and Services (CCS) Section is hiring a Communication Specialist II . We are looking for an innovative, customer-focused professional to join our team, working on-site at the Transit Control Center (TCC) to provide real-time communication for the public. As part of the on-site CS II team, you will play a vital role in enhancing rider experience by quickly gathering, analyzing, distilling, and disseminating transit service information including planned & unplanned service disruptions and emergencies using various information systems, channels, platforms, and applications. In addition, this position will assist the Executive Correspondent Specialist in coordinating the creation of written responses to customer contacts received from executive levels of government, including service requests and complaints. Customer contacts may come from individuals, elected officials, or community organizations. This recruitment will be used to fill 1 Special Duty Assignment (SDA) that is expected to last until December 31, 2028, with the possibility of extending. Any work stoppages that affect fulfillment of the core responsibilities of this position may result in early termination of the SDA. In addition, this recruitment selection process may be used to generate an eligibility pool for future SDA position vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority. Job Duties Applying our ACTIVATE values: being Accountable, Collaborative, Timely, and Impactful; how we Value Employees; staying Accessible; building what’s Trusted; and acting Equitably is a daily responsibility and a foundational expectation for all King County employees. As the Communication Specialist II , you will: Apply equity and social justice principles to all aspects of the work. Maintain regular, reliable attendance to support team collaboration and work on-site at the TCC, in Seattle’s SODO district. Produce and distribute digital transit alerts and other rider information as needed. Collaborate with the TCC Coordinators, Field/County Ops., and a variety of Bus Operation teams, to collect and organize planned and unplanned real-time transit service disruption information for digital delivery through various channels and platforms to transit riders and the public. Compile, research, analyze, prepare, edit, and review transit-related service information and interruptions for timely digital publication. Respond to public engagement through social media channels, as needed. Assist the Executive Correspondent Specialist in coordinating the creation of written responses to customer contacts received from executive levels of government, including service requests, and complaints. Customer contacts may come from individuals, elected officials, or community organizations. Work under the direction of the CITRS Chief or FA IV to perform duties and assignments. Other duties as assigned. Experience, Qualifications, Knowledge, Skills One to two (1-2) years of related experience in customer service, public transportation, information technology, or related fields. Excellent attention to detail, with demonstrated analytical, problem-solving, and research skills. Demonstrated ability to translate complex information into accessible, accurate, and high visibility written material. Basic knowledge and understanding of Metro’s transit system and services, and public-facing customer communications methods and tools. Proficiency and ease in using business communication tools and new technology in your everyday work. Flexible to change and able to prioritize and work effectively in complex tasks within tight timelines. Proven record of dependability and accountability in meeting work schedules and deadlines. Skill in writing and editing in a clear, concise, and persuasive manner that conforms to good journalistic, marketing and/or publishing writing styles. Skill in working with confidential or proprietary information. Good judgment, decision-making, and creative problem-solving skills, including the ability to use discretion in public sector environment that includes politically sensitive issues. Ability to monitor and measure the effectiveness of social media communications and relay important information and trends to management. Report to work for varying shifts on-site and at remote locations, as necessary. Availability weekdays, 5AM to 8PM and possibly weekends, 9AM to 5:30PM. Desirable Qualifications Direct experience working in ATIS, Arcadis/IBI Transit-Alerts, SharePoint and intermediate or higher proficiency with MS Word, Excel, Sprout or Salesforce (CRM). Experience in public transportation communication via a variety of channels including social media platforms such as Instagram, Facebook, X (Twitter) and YouTube, blogs, or other social media tools. Experience or knowledge of writing for digital accessibility. Experience working with internal and external diverse communities. Self-motivated and able to work independently or as part of a team. A bachelor's degree in communications, English, Journalism, or a related field. Availability of approved leave may be limited due to required training and the body of work. Delays in work completion may result in the cancellation of the Special Duty Assignment. Necessary Special Requirements The ability to report reliably to various work sites and around King County between the hours of 5AM-8PM. Supplemental Information This recruitment is open to King County Metro Employees . Eligible career service employees that have completed their probationary period (or will complete it by the closing date of this posting) in their current career service position may take the assignment as an SDA. Final selection for the SDA is subject to reference checks, record review, and approval from the candidate’s current supervisor. Work Schedule Multiple shifts covering from 5am to 8pm, Mon-Friday with possible Weekend coverage from 9am to 5:30pm. The position is subject to the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay if scheduled. Work Location The primary location of the position Transit Control Center (TCC) in the SODO area of Seattle and other sites as assigned. Union Representation Protec 17 Classification 252212 Safety Responsibilities Responsible for understanding The Metro Transit Safety Policy and their role in safety. Report all safety concerns. Follow safety practices and procedures as necessary to maintain a safe work environment and in conformance with applicable regulations, policies, and training. Report safety and security concerns and ideas to supervisors or anonymously through data collection system. Benefits Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what’s best for themselves and their eligible dependents Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan Transportation program and ORCA transit pass 12 paid holidays each year plus two personal holidays Generous vacation and paid sick leave Paid parental, family and medical, and volunteer leaves Flexible Spending Account Wellness programs Onsite activity centers Employee Giving Program Employee assistance programs Flexible schedules and telecommuting options, depending on position Training and career development programs NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass. King County is an Equal Employment Opportunity (EEO) Employer No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation. For inquiries about the specifics of this position, please contact the recruiter identified on this job posting. #J-18808-Ljbffr King County, WA