Job Specification

Purpose :

- To manage, plan and coordinate a Communication Centre (CommCentre) for traffic/incident monitoring and response functions within a region.

- To supervise CommCentre staff.

Key Responsibilities :

1. Coordinate CommCentre Activities
- Manages, plans and coordinates Communication Centre (CommCentre) activities within a region by ensuring effective and efficient traffic monitoring of traffic management systems in a 24/7 operation in both English and French.
- Coordinates the activities of the CommCentre including scheduling 24/7 shift coverage, up-to-date/ current traffic conditions, operating procedures, maintenance of equipment and coordination of response activities between CommCentre and internal/ external stakeholders.
- Ensures that all communication systems such as the Freeway Traffic Management Systems (FTMS), FleetNet and/or PBX perform in order to respond to emergencies (e.g. accident, spills), scheduled and unscheduled events.
- Coordinates and reviews scheduled events and the subsequent utilization of FTMS equipment.
- Reviews and analyses operations issues/ problems, recommends approaches and ensures the most effective delivery methods with consideration to technical, operational, financial and human resources factors.
- Develops operational procedures and protocol for CommCentre to conduct its business in consistent, professional manner.
2. Staff Supervision
- Supervise, schedule and provide staff with direction and training as required to meet day-to-day operational requirements.
3. Information / Advice
- Liaises with various CommCentre clients (e.g. other government jurisdictions, equipment providers, Emergency Response agencies, field operational and engineering office staff, citizens) to explain policies/ procedures and provide information.
- Responds to various enquiries by researching, writing or preparing pertinent documents (e.g. winter road/ driving conditions, road closures/ detours, operating procedures, incident reports, radio log reports, etc).
4. Project Team Member
- Initiates, coordinates and provides input for CommCentre Traffic Management projects (e.g. video feeds to third parties, system expansion planning).
5. Contract Management
- Prepares and administers agreements for maintenance of FTMS equipment (e.g. Portable Variable Message Signs (PVMS).

Knowledge / Skill :

Knowledge of and skills in:
Oral French Language skills at the advanced level.
- Fleetnet radio operation procedures, freeway operations, traffic management and advanced traffic management systems (ATMS)/ practices and
CommCentre systems to respond to critical, day to day and non-standard operational situations.
- Understanding of electronic components to troubleshoot CommCentre systems.
- Interpreting and applying various acts, regulations and guidelines related to traffic management and operations to provide guidance to staff.
- Leadership, planning and supervisory to provide direction/ guidance to staff and coordinate/ manage a 24/7 shift operation, ensuring efficient service to
internal/ external stakeholders.
- Oral communication to answer calls, resolve complex issues, and conduct meetings; written communication to produce reports and make
recommendations.
- Operating and programming various computer based systems: logging recorder, FTMS switching system and camera system, RCWIS system,
Changeable Message signs, Mitel Mail and Newpoint System.
- Applying commuter software to respond to enquiries, operate CommCentre equipment.

Interpersonal / Influencing Skill :

- Consultation skills to respond and give advice to Emergency Services, external stakeholders, ministry internal departments on ATMS and systems. - Persuasion skills to ensure that service providers comply with established contracts, maintenance agreements.

Analyzing / Problem Solving Skill :

Analyzing and problem solving skills in:
- Identifying and researching issues related to road closure reporting and making recommendations. - Investigating FTMS system malfunctions.
- Applying recognized methods, policies and procedures to meet yearly-targeted budget goal.
- Prioritizing issues and bringing them to management's attention as required for resolution.

Decision Making / Responsibility :

Responsible for:
- Implementing internal and provincial guidelines, protocols, policies and procedures to ensure consistency of CommCentre actions and minimize risk
factors.
- Establishing and implementing operational procedures within the CommCentre.
- Making recommendations for improving traffic flow that impact provincial roadways.
- Recommending operational approaches to ensuring the most effective delivery methods, with consideration to technical, operational, financial and
human resources factors.
Has latitude to:
- Review road closures for conflicts and reschedule as necessary, and to respond to emergencies and traffic management.
- Issue work orders to various CommCentre vendors for equipment repairs, maintenance and upkeeping. Purchase critical equipment for CommCentre.
Authorize payment for CommCentre support functions.
Decisions are guided by OPS/Ministry legislation, policies, procedures and guidelines such as business conduct, Guides to Vendor of Records and the
MTO CommCentre Amber Alert Guideline, Book 7 Ontario Traffic Manual, contracts, COMPASS Centre policies and procedures, RCWIS guidelines,
Protocol for Road and Weather Reporting and P-card purchasing guidelines.

Contacts / Stakeholder :

- Maintenance Agreement Service Providers to discuss and negotiate work order items, costs, additional work, and changes to work orders, provide advice/ options on how to complete the work and contract demands.
- Ministry internal departments (i.e. Planning and Design Section, Traffic Office, Advanced Traffic Management Section, etc.) to consult on various procedures, guidelines and policies, design limitations and functional specifications.
- Municipal road authorities and various agencies to build linkages, share information and relay traffic information to ensure safe and efficient traffic flow. - Representatives of OPP, local police, emergency services, environmental services, bridge authorities, media and the general public located within the region to explain policies/ procedures and provide information.

Guidance / Supervision :

- Supervises the activities of staff including assigning and tracking work, establishing priorities, monitoring and assessing performance, providing training, and recommending hiring.

Demands / Pressures :

- Prioritizing emergency responses that can occur at any time and that come from different sources, i.e. AMBER alert coordination/ activation, incident management.
- (weekly) Required to provide timely responses to emerging issues in the aftermath of highway incidents/ events.

Mental / Sensory :

- Frequent requirement to concentrate when coordinating emergency responses, providing proper responses/ steps to internal/ external clients. - Frequent requirement to oversee actions taken by CommCentre staff to ensure compliance, and dexterity to operate CommCentre equipment, computers, Fleetnet console.

Conditions / Environment :

- Work is performed in a typical office work environment.
- Occasionally works outside to troubleshoot FTMS equipment, assist FTMS contractors which necessitates working by highways, communications
tower sites, and subject to noise from vehicle traffic on highways.
- Occasionally required to work in awkward positions when accessing the backside of communication equipment when troubleshooting.
- Daily exposure to radiant heat and static generated by video monitors.