Citation Clerk (Contractor Position)

Job Summary

The Citation Clerk is responsible for reviewing civil citations generated by the MBTA's automated camera enforcement system for unauthorized use of MBTA bus lanes and bus stops. The Citation Clerk evaluates incidents identified by the automated system as potential violations and applies established Standard Operating Procedures, applicable state law, and MBTA policies to confirm whether a violation occurred prior to citation issuance. The role requires consistent, objective, and evidence-based decision-making to ensure citations are accurate, equitable, and compliant with applicable guidelines.

Duties & Responsibilities

• Review enforcement events evidence packages generated through MBTA-approved enforcement systems, including camera-based, LPR-based, and officer-initiated detections, to determine whether a violation occurred.

• Evaluate the evidence package associated with each enforcement event, including images, video, location data, vehicle and plate information, transaction or payment records, to ensure evidentiary standards are met under applicable Massachusetts law, MBTA regulations and program standard operating procedures.

• Determine violation eligibility and accuracy by confirming vehicle identification, location and time restriction, signage or posted rules, payment status (where applicable) and any statutory or policy-based exemptions prior to citation issuance.

• Issue citations for bus lane, bus stop and/or non-payment of parking as assigned through designated enforcement software platforms, ensuring citations are accurate, complete and issued in accordance with approved protocols, review thresholds and quality control standards.

• Consistently apply MBTA policies across program activities, including warning periods, grace periods, repeat violation criteria, escalation rules, enforcement prioritization and equitable and uniform treatment for all cases.

• Uphold work product standards and compliance with state law and regulatory requirements, including citation timing, notice requirements, documentation standards and evidence review standards to support MBTA management during any potential appeals, adjudication, and possible legal review process.

• Thoroughly document in the form of notes and case memorandum all determinations with factual and accurate information for good record keeping and to maintain auditability, transparency and defensibility of all issued citations.

• Coordinate with Internal MBTA stakeholders as necessary to support program goals.

• Monitor the enforcement system for quality assurance standards and general performance activities to ensure high degree of accuracy and quality functioning of the system.

• Identify, track and escalate systems issues compromising the quality standards of the program.

• Maintain a high degree of confidentiality with data security and privacy compliance when handling personal identifying information. Respond to each inquiry, whether from a customer, vendor, or co-worker in a courteous and professional manner.

• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Physical Demands and Working Conditions

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Available to work any and all shifts and/or locations as assigned or directed

• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.

Supervision

• No direct reports.

Minimum Education

• A high school diploma or equivalent (G.E.D.) from an accredited institution.

Minimum Requirements & Qualifications

• Two (2) years of total experience related to customer service, administration, compliance, or similar work requiring adherence to established procedures.

• Ability to review and interpret visual and digital evidence with a high level of attention to detail and accuracy.

• Ability to apply laws, regulations, and/or Standard Operating Procedures consistently and objectively.

• Strong analytical and critical-thinking skills, including the ability to identify discrepancies, errors, or incomplete evidence.

• Strong organizational and time-management skills, with the ability to manage high volumes of cases efficiently.

• Ability and willingness to uphold all rules, policies, and procedures applying to the riding public, and to render unbiased and impartial decisions to customers appealing a citation.

• Strong written communication skills for documenting determinations and interacting with customers and internal stakeholders.

• Experience with computer systems and case management or customer relations management (CRM) tools such as IRIS/HEAT, Gtechna, ServiceNow, Salesforce, or Zendesk.

• Experience working with and maintaining discretion regarding sensitive and confidential information.

• Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.

• Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.

• Ability to prepare legible written reports of incidents.

• Ability to work effectively with a diverse workforce.

• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.

Preferred Experience & Skills

• Three (3) years total experience related to customer service, reviewing civil citations, violations, or administrative enforcement actions.

• Bilingual and/or multi-lingual skills, especially Spanish.

• Knowledge of the MBTA system and experience riding the MBTA.

• Knowledge of citation management engine software (such as Gtechna). Knowledge of MBTA's customer relations management (CRM) system (IRIS/HEAT).

Substitutions

• None

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the