In Person Passenger Support Coordinator (Direct Hire Temp)

Salary range is $21.63/hour to $49.52/hour with a midpoint of $32.21/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Employee Assistance Program.
• Paid Time Off: Employees accrue 13 days of paid time off annually.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

This is a direct hire temporary opportunity with an expected position duration of 12 months.

GENERAL PURPOSE:

Under general supervision, supports the development, coordination, and delivery of passenger-focused in-person support programs, with a particular emphasis on scheduling and supporting Sound Transit employees participating in the agency's Staff Ambassador Program. This role helps coordinate in-person passenger support deployments during service disruptions, service launches, service changes, special events, and other passenger-facing activities. The position also supports public-facing passenger assistance efforts by staffing events, supporting reception or information desk functions, maintaining program materials and supplies, tracking work activities, and preparing reports. The Coordinator supports day-to-day operations of the In-Person Passenger Support (IPPS) program through scheduling, field coordination, deployment support, and collaboration with internal and external partners to help ensure consistent passenger-facing service delivery.

ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Supports the agency's In-Person Passenger Support programs, including scheduling, coordinating, and tracking deployment of Staff Ambassadors for a variety of needs including service disruptions, service launches, service changes, safety-related engagement and education, passenger appreciation activities, special events, and other passenger- and community-focused deployments.
• Recruits and trains Staff Ambassadors as assigned; maintains and updates Ambassador resource materials, program communications, and inventories of supplies and deployment materials.
• Staffs a wide variety of public events and passenger-facing activities to inform, educate, and assist bus and rail transit passengers and community members in Sound Transit's operating corridor, including at stations, platforms, agency facilities, and on transit vehicles. Provides information related to areas of assignment and helps determine the most appropriate materials and tools for each activity.
• Acts as a lead in the field and/or online during Staff Ambassador deployments; coordinates with operations staff, security, station agents, Fare Ambassadors, Passenger Information Coordinators, and other internal partners as needed during service disruptions, planned events, and passenger support activities.
• Provides day-of field coordination and oversight support for contracted in-person passenger support staff during deployments, coordinating with vendor supervisors and internal partners to support consistent passenger-facing service delivery.
• May staff or support passenger-facing reception or information desks at agency facilities or key stations, serving as a point of contact for visitors and passengers by providing information, assistance, and appropriate referrals.
• Supports IPPS program administration by creating schedules and deployment plans, tracking Staff Ambassador shifts and other work activities, maintaining program records, and preparing reports.
• Acts as a subject matter support resource for planning, scheduling, shift tracking, and reporting tools used within the team; assists with implementation of process improvements to support program effectiveness and reduce barriers to participation.
• Maintains, restocks, and organizes Ambassador supplies, deployment materials, and assigned supply or storage areas.
• Supports cross-functional coordination by working with internal teams and external partners involved in passenger support activities to help ensure smooth deployment execution and consistent passenger communication.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Associate's Degree in Marketing, Public Relations, Business or Public Administration, Communications, or closely related field. Three years of experience in coordinating community outreach, customer service, community relations, or public relations programs and projects; Or an equivalent combination of education and experience.

Required knowledge and skills:

• Principles and practices of customer service, public involvement and/or public relations, including interactions in-person, by telephone, via e-mail, or through written materials.
• Modern office procedures, methods, and equipment including computers and applications such as word processing, spreadsheets, and statistical databases.
• Principles of data collection, analysis and reporting
• English usage, spelling, grammar, and punctuation.
• Establishing and maintaining effective working relationships with diverse work groups and individuals including other agency staff, management, contracted staff, outside agencies, community groups, businesses, and the general public.
• Effectively representing Agency programs via contacts with internal partners, the general public, businesses, community organizations and other government agencies.
• Coordinating assigned in-person passenger support activities, tracking deliverables and deadlines, compiling, preparing, and analyzing data/metrics; independently preparing clear, concise reports and communicating regularly.
• Strong communication skills, including public speaking skills and developing/presenting ideas orally and in writing.
• Skill to facilitate effective meetings and lead training sessions
• Working effectively under pressure, meeting deadlines, and adjusting to changing priorities.

Preferred Knowledge and Skills:

• Fluency in a language other than English, including American Sign Language (ASL).

Physical Demands / Work Environment:

• Work is performed is performed in a standard hybrid office, transit vehicles and field environments.
• Positions working in field may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, and/or extreme noise.
• Most work is done during typical work week with frequent flexing to work weekends and off hours.
• Position is responsible for supply management and supporting the In Person Passenger Program like laundry. May be subject to bending, hearing, pushing, pulling, repetitive motion, standing, talking, seeing, walking, and carrying and lifting up to 50 pounds.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.