Engagement Coordinator (Transit)

The Role

Increases community engagement and performs related activities to support and promote public transit and integrated sustainable mobility programs and projects (e.g., TravelWise), by planning and coordinating promotional events and outreach, facilitating customer feedback, and participating on project teams to advise and implement meaningful opportunities for all residents, the business community, and other stakeholders to participate in service design and programs. Establishes and supports effective working relationships with businesses, organizations, and other stakeholders.
 

Duties/Responsibilities

• Delivers services to member organizations and individuals participating in the Region’s TravelWise program (e.g., provides access and reviews eligibility for the Corporate Pass, Emergency Ride Home, and Carpool Network programs, monitors and responds to email inquiries). 
• Prepares and delivers TravelWise engagement and promotional initiatives to current and prospective members (e.g., onsite events and orientation sessions, contests, service promotions, new business outreach, web and social media content). Coordinates onboarding of new participating organizations, as well as offboarding procedures. 
• Participates in TravelWise program development, implementation, and performance evaluation led by Transit Service’s Integrated Mobility team. Maintains an inventory of members and program uptake, hosts consultation meetings with members and employees, promotes participation in surveys and consultation programs, tracks member-specific program expenditures, and builds/maintains partnerships with other sustainable transportation service providers (e.g., carshare, shared micromobility).
• Facilitates community participation/engagement processes with stakeholders (e.g., residents, community groups, education institutions, business associations, private sector companies, other regional and area municipal departments) for feedback to help establish project priorities, inform reports, and improve transit programs.
• Assists in the development of a community engagement plan for Transit Services. In collaboration with communications and marketing staff, leads the development and implementation of public outreach and engagement strategy that leverages existing partnerships (e.g., TravelWise members, post-secondary schools). Provides advice/guidance and collaborates to develop/design resources, tools, and communications to produce meaningful engagement opportunities and feedback.   
• Develops creative engagement strategies to support resident awareness and participation in processes and conversations around programming, services, policies, and initiatives. Creates detailed work plans, including inclusive engagement strategies and activities to reach diverse populations. Uses databases and tracking processes as required to monitor progress. 
• Coordinates logistics for Transit’s participation at special events, and provides information at public events and meetings. Obtains feedback regarding programs and initiatives. Responds to program inquiries. Determines and organizes resource requirements for management approval. 
•  

Additional Duties/Responsibilities

• Organizes and leads or participates in events, tours, official openings, and transit-related activities (e.g., public consultation and information, post-secondary and school-related programs). Coordinates development and production of related promotional materials, books venues and required vendors, purchases supplies, and sets up and staffs displays. Provides guidance to other staff supporting promotional events.
• Provides support for internal and external engagement, both in-person and virtual campaigns. Designs, prepares, and delivers presentations for divisional staff, management, and the community.
• Maintains event schedules and event communications schedule. 
• Supports and advises on Transportation departmental engagement campaigns and initiatives as required.
• Participates on internal project teams, works with area municipalities, businesses, associations, and other stakeholders to research best practices and coordinate project logistics. Prepares information for reports for management (e.g., participation levels). Evaluates program effectiveness, researches trends, and recommends continuous improvements to management. 
• Follows up on information requests and complaints received. 
• Plans and organizes work according to program priorities and timeframes established by management. Solves most problems independently, and refers complex or politically sensitive issues to management.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skills are acquired through a 3-year degree/diploma in a related field (e.g., community engagement, communications), plus 2 years of related experience (or an equivalent combination of education and experience). 
• Knowledge of community engagement and public consultation principles, practices, and strategies.
• Knowledge of transit services, including integrated mobility, light rail transit, and programs (e.g., TravelWise), as well as processes, regulations, and frameworks related to community planning, and the Region’s commitment to active transportation. 
• Knowledge/understanding of Regional government, council and committees, and their processes.
• Demonstrated passion for transit and active transportation to promote programs and services.
• Ability to keep current on community engagement strategies, trends, and practices. 
• Knowledge of and ability to comply with policies, procedures, and related legislation. 
• Analytical, problem solving, and continuous improvement skills to develop creative strategies and plans that achieve results and program goals; evaluate effectiveness of campaigns and outreach; and ensure tools and resources are free of bias and produce meaningful feedback. 
• Project management skills to plan, develop, and implement project plans, schedules, and timelines. Ability to organize, prepare, and deliver communications for diverse audiences.
• Ability to develop and maintain strong relationships with stakeholders and community groups. 
• Ability to conduct presentations, deliver tours, and engage with diverse audiences (e.g., businesses, residents, community organizations, neighbourhood groups). Ability to manage conversations with residents with diverse viewpoints, including at public meetings.
• Ability to deliver on a strong customer service focus in all activities. 
• Communication, human relations, facilitation, and presentation skills to engage with residents and groups from diverse populations so they feel heard and represented in discussions around program and service planning; promote campaigns and present information to stakeholder groups, residents, clients, and senior management; facilitate workshops and public/customer feedback; and participate as an effective team member.
• Computer skills with ability to use software as Microsoft Office and social media platforms.
• Ability to read and interpret customer data, communications materials, research, and reports.  Ability to write reports, social media and communications content, and presentation and briefing materials. 
• Ability to work in a fast-paced environment, serving a wide range of individuals and community groups. 
• Ability to adjust working hours for presentations, special events, and may be requested to work weekend hours for same.
• Must have a valid G driver’s license (or G2 with 3 years of driving experience) and satisfactory driving record to operate corporate vehicles. Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.