Operations Assistant (Transportation)

The Role

Provides dispatch response services for Transportation Operations; administrative, financial, and clerical support to Transportation Operations management and staff; and frontline customer service as a receptionist for the Operations Centre.
 

Duties/Responsibilities

• Performs telephone, front counter, and email reception. Creates entries into Customer Service module (Lagan). Receives and processes incoming requests from Service First Call Centre via same. Logs incoming field service requests in infrastructure management system (Hansen). Redirects requests to appropriate Operations supervisor or field staff. Updates with action taken and closes when work has been completed. 
• Serves as dispatcher for Transportation Operations. Receives and relays messages with field staff, and external contacts (e.g., emergency services). Prepares and maintains detailed Hansen entries regarding transactions.  Documents winter operations activities in database (e.g., on/off time, actions required). Assists Area Supervisors in calling staff for scheduled overtime as needed and documenting responses. Communicates with drivers regarding road conditions and police requests for salting or snow removal. Dispatches Transportation Operations staff to respond to traffic signal malfunctions and for traffic sign maintenance. 
• Coordinates the Ontario One Call utility locate system for the Region. Receives locate requests, checks location with GIS to verify underground plant details, provides clearance, and arranges field locates, as required.
• Receives and processes sign requests through electronic dashboard. Inputs orders into Hansen. Clarifies additional information with client and sends to Finance for external billings, as required. 
• Performs administrative tasks for Section; processes mail; distributes pay stubs; proofs and distributes divisional documents; maintains manuals; compiles data and creates reports; processes room booking requests; records and distributes minutes; monitors staff message line; coordinates Operations Centre tours; and stocks office supply cupboards.
• Maintains vehicle maintenance and inspection documentation. Maintains vehicle first aid kit records and orders related supplies. Sets up and maintains ongoing records (e.g., accident reports, insurance claims).
• Inputs preventative maintenance work orders, road patrol logs, and timesheets into database.  Verifies related coding and charges for monthly upload into general ledger. Prepares monthly summary report for supervisor.
• Arranges paid duty police officer bookings, as requested by staff, for traffic control at signalized intersections.
• Acts as the Program Records Assistant, maintains paper and electronic information management systems. Recommends revisions to divisional filing system, as required. 
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of office and administrative procedures, word processing, communication skills, reading, writing, and arithmetic skills acquired through a grade 12 education plus 3 years of related experience. 
• Working knowledge of two-way radio systems and dispatch set-ups. Knowledge of the Regional road network and divisional services.
• Time management and problem solving skills to organize, prioritize, and meet deadlines; set up office procedures and systems, manage several tasks simultaneously, identify potential difficulties, and generate workable solutions. Ability to work independently and adapt to frequently changing priorities and service expectations.
• Communication skills to exchange information with Regional staff, external agencies, and the public who are occasionally frustrated and upset, using tact and diplomacy; and participate as an effective team member. 
• Ability to read and understand maps, data, technical reports, agendas, budget information, and accident reports. 
• Ability to write routine correspondence and input caller information into a database. Ability to proof documents, (e.g., financial and statistical data, specifications, technical reports, agendas, minutes, and charts); and complete forms and create records, reports and standard letters according to established standards and guidelines.
• Ability to communicate and exchange information regarding Divisional services offered. Ability to explain administrative procedures to staff.
• Computer skills using software such as MS Office, MS Access, an infrastructure management system (e.g., Hansen), a customer service module (e.g., Lagan Virtual Queue), graphic information system software, and a document management system.
• Ability to use a computer, two-way radio, and telephone system simultaneously.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.