Job Description
Job Title
Transport Network Operator
Division
Service Delivery
Department
Auckland Transport Operation
Centre
Unit
Real Time Operations
Reports to
Real Time Operations Team Leader
Location
Takapuna
Key Purpose
To actively monitor and manage the transport network (all modes, assets and facilities) in real time,
mitigating and implementing network improvement interventions and making critical decisions that
enhances safety and customer journeys.
To work collaboratively and closely with colleagues, partners, stakeholders, contractors and operators to
improve customer journeys in a multimodal Transport Operation Centre.
While Operators will be engaged in activities within a specific area of focus, all Operators will be expected
to undertake a level activity in monitoring, responding to planned and unplanned events and optimising
customer journeys
Key Responsibilities
Expected Outcomes
Network Management
Proactively monitor the transport network and
network performance (using various tools and
systems) to identify potential and actual events
Monitor the effectiveness of temporary
interventions looking for any opportunities for
improvements through to implementation
Monitor and detect to ensure a safe transport
network for all customers and workers
Assess, verify and gather information for events
on the transport network
Proactively seek, identify and adapt alternative
and contingency plans in an agile manner
according to real time transport network
Interpret event information and conduct continual
event re-assessments. Escalate risk according
to risk and safety management processes.
Prioritise response and event management in
line with organisational objectives
Direct, coordinate and implement the appropriate
and efficient response, capturing information as
per requirements
Deliver and implement operational response
plans (example - Holiday plans, Business
Continuity Plans, Motorcading and Planned
events) being agile to change under real time
conditions
10/08/2020
Transport network is proactively monitored in
order to identify and minimise the effect of
issues that could impact customer journeys
Responses to events are co-ordinated and
managed in a timely manner
Effective initiation and implementation of
incident and emergency response
management.
Effective and safe movement on transport
network;
Customers are accurately informed about
network conditions and events in a reliable and
timely manner
Remain current and develop operating skills
according to the position
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Real time management of network infrastructure
using various safety mechanisms such as fire
and life systems
Provide relevant, timely and accurate travel
information
Work with Service Provider operators to
understand and resolve issues in relation to
operational performance, accountability, data
systems and performance reporting
Optimise the transport network using various
tools and systems
Key Responsibilities
Expected Outcomes
Communication
Effectively and professionally communicate and
interact with internal and external parties and
customers to achieve high levels of satisfaction
in delivering to ATOC's performance and
service goals.
Keep others informed, follow up, manage
expectations, anticipate and clarify needs, be
accurate and responsive.
Use strong interpersonal skills with a variety of
internal and external stakeholders plus
customers during stressful and pressurised
situations, remaining calm.
Behaviour clearly treats others with respect and
aligns with organisational values
Safety & Risk Management
Be proactive in identification of self, worker,
customer and business risk. Seek opportunities
to mitigate and or elevate as appropriate
Health, safety and wellness opportunities are
raised as per internal process and procedure
requirements
Continuous Improvement
Contribute proactively in identifying and
implementing learnings from how the network is
operated looking areas such as systems and
processes.
Continuous improvement of operational
learnings are implemented and actioned
Team work
Work and communicate effectively and
courageously with others, focused on control
room, team and customer outcomes. Take and
carry out instructions diligently and respectfully.
Be proactive in building productive, effective
and harmonious relationships with others.
Provide technical cover for the shift in the
absence of a Senior Operator as and when
required
Adhere to the ethos and protocols of the
Coordinated Incident Management System
(CIMS), recognising the role and function of the
Incident Controller leadership
Behaviour clearly demonstrates a customer
service and continuous improvement focus.
Teams work together cohesively and
collaboratively
Integrated Control Room teams work together to
deliver improved customer journeys
ATOC viewed as a centre of excellence for real
time operations by our partners and stakeholders
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Key Responsibilities
Expected Outcomes
Organisational Obligations
Promote activities and initiatives that assist in
achieving the AT vision and mission.
Be familiar with and comply with all
organisational policies.
Action AT
equal employment opportunities and diversity
policies and practices.
Support AT
Waitangi/The Treaty of Waitangi.
Be involved with Civil Defence Emergency
Management as required.
Individual actions and behaviours are aligned
with the strategic direction of AT and are
compliant with all organisational policies.
understood and awareness of responsibilities is
demonstrated in relation to Te Tiriti o
Waitangi/The Treaty of Waitangi.
Health & Safety Accountabilities
Health & Safety is a key accountability of all Auckland Transport staff. All AT employees will contribute in
the following ways:
Safety Leadership
Be familiar with, and give effect to, AT
associated policies and procedures to enable all employees to carry out
their roles reliably, safely and effectively and to ensure the safety of
employees, contractors, customers and the public.
Adhere to safety performance requirements and expectations.
Evaluate and continuously improve safety performance.
Take reasonable care of personal Health & Safety at work.
Take reasonable care that individual actions promote, and do not
adversely affect, the Health & Safety of others.
Safety Culture
Actively promote a strong safety culture.
Promote strong workplace risk awareness.
Be actively engaged in the workplace promoting safe behaviours and
practices.
Engage in continuous safety improvement.
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Minimum Requirements
Qualifications
A relevant tertiary qualification or studying towards (preferred)
Minimum 6th Form Certificate or NCEA Level 3 is required
CIMS Level 2 or equivalent qualification or experience
)
Experience
Experience working with strict policies and standard operating procedures
Experience working on a 24hr shift rotation
Transport management or emergency services background desirable but
not essential
Experience and success at learning, using and understanding bespoke
software
Has some understanding and appreciation of the workings and functions
of local or central government
Experience in use of Microsoft Office applications, particularly Word,
Excel, PowerPoint, Outlook and SharePoint.
Skills / Competencies
Ability to multi- task and be highly organised; plans and prioritises well,
managing time to focus self on the most important activities
Personal resilience. Able to sustain a high level of energy and positivity
during times when they, the organisation or the group is under extreme
pressure
Demonstrates good problem-solving skills and the ability to apply an
analytical approach to arrive at a solution that reflects best practice often
under pressure
Demonstrates good judgement and the ability to make justifiable,
pragmatic, safety focused, and policy aligned decisions.
Demonstrates good verbal and written communication skills and a strong
ability to collaborate with others
Displays a strong customer service ethos
Possesses a strong achievement/delivery focus sets high standards
including accuracy, attention to detail and meeting deadlines.
Displays strong team skills, contributing to team success
Actively demonstrates, promotes and models desired organisational
behaviours and values
Promotes a high-quality climate of innovation, collaboration, change and
adaptation in own area
Takes accountability for the responsibilities of the position, and own
actions.
Demonstrate active and engaged learning behaviours
Possesses a high level of computer literacy
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Key Relationships
Direct Reports
Nil
Indirect Reports
Nil
Internal
Real Time Operations Team Management
Other Operations team
Other ATOC teams
AT staff
AT Media/Communications staff
Across ATOC, Auckland Transport and Waka Kotahi NZ Transport
Agency
External
Civil Defence
Waka Kotahi NZ Transport Agency staff (including Contact Centre staff)
AT and Waka Kotahi NZ Transport Agency Consultants, Contractors,
Suppliers and Developers
Auckland Council (including AT Contact Centre staff)
Waka Kotahi NZ Transport Agency Media/Communications staff
NZ Police and other Emergency Services
Public/Customers
Wellington Transport Operation Centre staff
Christchurch Transport Operation Centre staff
Tauranga Transport Operation Centre staff
Budgeted Authorities
Budgeted
Opex
Capex
-
As per delegations register
As per delegations register
Unbudgeted
Opex
Capex
-
As per delegations register
As per delegations register
Risk/Hazard Categories
VDU / Workstation set up (for example, hot desk requirements)
Operating Vehicles (for example, using company cars, appropriate driver licence)
Personal Safety (for example, working alone, conflict situations, shift work)
Physicality (for example, stand and walk for long periods, work at heights, manual handling (lifting,
bending, above shoulder work))
Environmental (for example, working outdoors, electrification, working on rail tracks, working on roads,
exposure to UV radiation)
Hazardous Materials (for example, black water)
Safety Sensitive role?
No
Note
The above statements are intended to describe the general nature of this position. This is not an
exhaustive list of all responsibilities, duties, or skills required.
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Approval
Reviewed by:
Culture & Transformation Business Partner
Date:
10/08/2020
Line Manager:
Manager
Date:
10/08/2020
Real Time Operations
Acknowledgement
Employee:
Manager:
Signature:
Signature:
Date:
Date:
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