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Job Information

AECOM Traffic Monitoring Call Center/Surveillance/Dispatcher– Florida’s Turnpike Enterprise in Ocoee, Florida

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM is seeking Traffic Monitoring Dispatcher(s) based in the Orlando for the Florida Turnpike Enterprise. The starting pay will be $18.54hr.

The Traffic Monitoring Dispatcher position involves working with multiple software platforms and web-based applications to carry out various tasks. Traffic Management Center (TMC) Dispatchers are accountable for utilizing Advanced Traffic Management Systems (ATMS) software to monitor state roads and manage events/incidents; dispatching incident management personnel; addressing public inquiries, and facilitating effective communication, coordinating, and collaborating with other staff, Florida Department of Transportation (FDOT) personnel, and other partnering agencies.

ABOUT THE OPPORTUNITY

The TMC in Orlando, FL, houses a 24/7/365 program that provides incident management, dispatching, and traveler information services for Florida’s roadways. AECOM’s operations team works in shifts at the TMC facility, constantly monitoring and responding to changing traffic conditions and their effects on safety while maintaining direct communication with motorists, first responders, FDOT staff, and mobility stakeholders of FDOT.

For a virtual look at AECOM TMC operations, please copy and paste the following link into your browser address bar: AECOM TRAFFIC 360 (aecomviz.com)

The routine responsibilities of this position include, but are not limited to:

TECHNICAL RESPONSIBILITIES:

  • Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras, dynamic message signs, and ramp meters located on freeway entrance ramps

  • Monitor camera video and other information sources for the detection and verification of events that impact traffic flow and safety, such as motorist assists, traffic crashes, debris removal, abandoned vehicles, stalled vehicles, maintenance activity, and construction activity

  • Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity

  • Dispatch Highway Emergency Response Operators who provide roadside services on freeways in the South Florida region related to traffic crashes and roadway hazard events

  • Provide clear and accurate directions to the location of traffic events and an accurate description as advised by citizens, public safety partners, or FDOT personnel

  • Monitor software-generated response plans to mitigate the effect on freeway traffic flow and update the response plans as necessary

  • Monitor weather conditions for potential and observed effects on traffic flow, and take appropriate action to provide notifications to motorists and agencies about roadway conditions affected by weather

  • Coordinate and collaborate with FDOT signal personnel which is the program tasked with performing FDOT’s traffic signal management services

  • Update information on FDOT’s traveler information website, fl511.com

  • Participate in technical and customer service training and certification activity as required by the program

  • Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program

  • Perform routine updates of asset records, equipment, and contact lists

COMMUNICATION RESPONSIBILITIES:

  • Perform communication tasks consistent with the program’s high level of customer service expectations and training

  • Dispatch and communicate with road rangers using program-directed radio and phone communication protocols

  • Communicate with appropriate local agencies, authorities, and RISC wrecker companies to effectively monitor and clear traffic incidents

  • Answer phone calls and provide information or assistance to motorists, FDOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate

  • Answer phone calls for FDOT statewide maintenance staff outside of business hours; and dispatch the necessary personnel

  • Communicate via radio/phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required

  • Communicate via radio/phone with Department personnel statewide, including FDOT Maintenance and Construction personnel, FDOT Traffic Operations management, FDOT management, and Federal Highway Administration staff as appropriate, to provide clear and accurate information regarding incidents, traffic, road, maintenance, and construction activity, and related weather conditions

  • Perform written documentation of activity and communication in a clear, concise, and complete manner

Qualifications

Minimum Requirements:

  • High School Diploma or GED

  • Must be able to remain in a stationary position for long periods while monitoring Intelligent Transportation Systems such as CCTV camera displays, ramp meters, law enforcement radio broadcasts, answering/responding to calls, and communicating with other staff or partnering agencies.

  • Ability to operate software platforms and web-based applications

  • Must pass a state and federal criminal history/security background check

  • Must pass a pre-employment drug screen

Preferred Qualifications:

  • Previous experience working in a call center, customer service, 911 Operator, or dispatching environment

  • Demonstrate ability to meet a high level of customer service expectations

  • Ability to work calmly and professionally in a fast-paced, high-pressure environment

  • Previous experience working in a position that includes heavy telephone, radio, and computer usage

  • Effective oral and written communications skills for in-person, radio, and phone conversations

  • Ability to interpret or understand geographic information portrayed on a map and map-based applications

  • Knowledge of interstates and state routes throughout Florida with geographic familiarity with the freeway system and arterial roadway

  • Efficient and accurate data entry skills

Additional Information

  • This position does not include sponsorship for United States work authorization.

  • This position does not include relocation benefit

  • For a virtual look at AECOM TMC operations, please copy and paste the following link into your browser address bar: AECOM TRAFFIC 360 (aecomviz.com)

  • Non-Exempt - The hourly rate for this position is $18.54/hour. Opportunities for overtime hours and pay are also available

  • AECOM is proud to offer a comprehensive benefits program to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D and disability benefits, paid time off, leaves of absence, voluntary benefits, perks, wellness and U.S. and global well-being programs, and employee assistance program.

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.

ReqID: J10102888

Business Line: Transportation

Business Group: DCS

Strategic Business Unit: East

Career Area: Operations & Maintenance

Work Location Model: On-Site

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