Job Description MARKETING STATEMENT Are you an effective communicator? Do you have the skills, behaviors and awareness to convey messages clearly, build understanding and achieve desired outcomes? If you possess these skills, we may have the perfect opportunity for you. The Washington Metropolitan Area Transit Authority (WMATA) is seeking dedicated Communication Agents that will work in a 365/24/7 Command and Communication Center. This role is critical to support the safe, reliable, and efficient coordination of real-time communications that impact millions of customers across the Washington Metropolitan region. Communications Agents at WMATA contribute directly to system safety, customer confidence, and mission continuity by delivering clear, consistent, and professional communications when it matters most. Communication Agents are responsible for monitoring system activity, managing multi-channel communications, and supporting coordinated responses to service disruptions, incidents, and emergencies. Individuals in this role will be required to work closely with several internal departments and regional partners to maintain situational awareness and ensure timely, accurate information flow. This role is ideal for individuals who excel and can maintain composure in a high-pressure operational environment. We are looking for individuals who are committed to public service, teamwork, and operational excellence. If you are detail-oriented, an excellent communicator (verbal/written), adaptable, and driven by the opportunity to contribute directly to system safety, customer confidence, and mission continuity by delivering clear, consistent, and professional communication, feel free to apply. Minimum Qualifications Minimum Education Bachelor's degree in communications, public relations, business administration, transportation or a related field. In lieu of a Bachelor's degree, a high school diploma/GED and four (4) years of experience in a public, customer contact operation, in addition to, the minimum experience stated below, will be considered Minimum Experience A minimum of three (3) years of technical and administrative support and public contact experience. Minimum Certification/Licensure N/A Preferred Qualifications Bachelor's degree in communications, public relations, or related field of study and Station Manager, train operator or bus operator experience Experience in an operational, customer-focused role Medical Group Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations. Mission Essential Designation In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events. Summary The Communications Agent (CA), in the Unified Communications Control Center (UCCC) team in the Metro Integrated Command & Communication (MICC) center acts as a critical liaison between the Customer and Metro Staff to communicate rail and bus service and system information to riders, staff and customers waiting at rail stations and bus shelters. The incumbent issues timely customer communications alerts and service status updates via Public Information Display System signage and public address systems, while ensuring that communication messaging adheres to applicable standard operating procedures, guidelines and instructions. The incumbent coordinates and informs customers and staff of bus detour routes and bus bridge information. Essential Functions Principal Job Duties Service Status Oversight and Communication Messaging Monitors train control systems (AIM), BusETA, bus and rail operation radios, phones and other tools to quickly identify and receive conditions and information that may impact normal Metrorail and Metrobus services. Processes service-related information and writes and sends effective service disruption communications that include, when applicable, single-track operations, bus bridge and bus detour route information. Develops and disseminates Metrobus and Metrorail service disruption messaging and status updates including for bus shuttles/bridges and detours through Everbridge, PIDS and/or Public Address systems. Continuously adapts messaging using the appropriate templates to provide customers with timely service disruption notifications and alternate transportation options. Service Disruption Communication ' Rail/Bus Receives reports from MICC bus and rail Operations Managers, Rail Traffic Controllers, Metrorail Station Managers, Bus Transit Field Supervisors and/or Bus Communication Specialists regarding service disruptions or unusual occurrences including elevator/escalator outages. Promptly elevates the reports to UCCC leadership if warranted; initiates preliminary verification of reported issues; and calls supporting Metro service units as needed. Confirms the bus detour and bus bridge information. Communicates MICC leadership's direction to Metrorail Station Managers and other field personnel regarding service issues such as single-tracking, station bypassing, bus detour and bus shuttle/bridge information, so staff can inform and redirect customers waiting on platforms. UCCC Team Approach and Coordination Coordinates with UCCC Public Communications Coordinators to ensure all messages are consistently communicated on different platforms to reduce public confusion. Trains and mentor's new employees in the execution of duties. Coordination within MICC and with other departments ' Planned Service Adjustments/Unplanned Service Disruption Receives information from other MICC staff and Metro departments regarding future planned and unplanned adjustments to service and initiates and publishes pre-recorded messages. Documentation Generates and maintains in designated data base(s) or folder(s), incident intake forms and other required forms, logs and reports to fulfill regulatory or legal requirements and facilitate after-action reviews including incident investigation, causal analysis and safety audits. Station Manager Support Interacts with station managers to collect and provide situational information, and to communicate service status updates and follow-up actions to be taken. Manages the Metrorail station opening reporting from station managers and verifies and announces the scheduled system opening and closing status. Provides essential remote support to station managers regarding safety, security, and operation functions, maintains two-way radio communication with Metrorail station managers (OPS5), performing radio communication status checks and recording status reporting to the UCCC. Other Duties N/A Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles. The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision. Evaluation Criteria Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience. Evaluation criteria may include one or more of the following: ' Skills and/or behavioral assessment ' Personal interview ' Verification of education and experience (including certifications and licenses) ' Criminal Background Check (a criminal conviction is not an automatic bar to employment) ' Medical examination including a drug and alcohol screening (for safety sensitive positions) ' Review of a current motor vehicle report Closing WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law. This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.