Position description Title: Traffic Management Centre (TMC) Operator Group: Highways and Network Operations Location: Auckland, Traffic Management Centre Reports to: Traffic Management Centre Manager Date: July 2009 Position context The NZ Transport Agency (NZTA) is a Crown entity established on 1 August 2008, under the amended Land Transport Management Act 2003, bringing together the functions of Land Transport New Zealand and Transit New Zealand to provide an integrated approach to transport planning, funding delivery. The NZTA has been established to: deliver an affordable, integrated, safe, responsive and sustainable land transport system; assist New Zealand’s economic development in all its activities; assist safety and personal security; improve access and mobility; protect and promote public health; and ensure environmental sustainability. The Highways and Network Operations Group (Highways), one of six business groups within the NZTA, contributes to optimising the wider transport network by planning, operating, protecting, maintaining and improving the state highway network. The Traffic Management Unit (TMU) is part of NZTA’s Highways and Network Operations Group. The TMU is charged with the delivery of integrated, safe, responsive and sustainable State Highways to transport users. Purpose of position As part of the Traffic Management Unit, the Traffic Management Centre (TMC) Operator works as part of a team responsible for effectively operating the traffic management systems and acting as a communication hub for planned and unplanned events. GM approved <day/month/year> 1 Acronyms ATMS SCATS RT TMC TMPs TMU Advanced Traffic Management Systems Sydney Coordinated Adaptive Traffic System Radio Telephone Traffic Management Centre Traffic Management Plans Traffic Management Unit Key accountabilities Control Room Operations Monitoring the Network: Proactively detect and respond to planned and unplanned events Co-ordinate Incident Response: Provide effective communication and co-ordination between all relevant parties during an incident and use all devices available. Operations of Wellington Afterhours: Detect and respond to planned an unplanned events within the region afterhours in accordance with operations procedures and recording of any data incidents or issues Operations of SCATS afterhours: Detect and respond to planned and unplanned events within the region afterhours in accordance operations procedures. Completion of documentation: Ensure all documentation including faults logging and reporting, contractor call-outs are completed clearly, accurately and on time. Relationship Building: Actively support and work with contractors and stakeholders providing a high level of customer services. Completion of training competency objectives: All training and competency evaluations undertaken are completed. Detect and respond to any other planned and un-planned events within the scope of the ATMS operational area as defined in the ATMS operational policy document. Health and safety Takes responsibility for own health and safety Ensures own actions keep self and others safe Identifies, reports and assists to eliminate hazards in own work place Participates in local work place safety management practices Self development Takes responsibility for personal development and continually develops own professional expertise. 2 GM approved <day/month/year> Core behaviours The NZTA is committed to an environment of trust and respect through open, honest communication. All employees are encouraged to involve and support each other, and to be respectful of each other’s views. Good employees behave with integrity and professionalism in everything they do and they seek continuous improvement. Acknowledging achievement and contribution is key to creating and sustaining this type of culture. The NZTA values sustainable and safe transport, and all employees are encouraged to demonstrate this in their day-to-day activities. High priority is placed on ensuring safety in the workplace and each of us is responsible for maintaining a safe and healthy working environment for ourselves and others. Dimensions Financial: N/A Staff: N/A Key relationships Internal TMU Manager Traffic Management Centre Manager TMC team NZTA staff External Territorial Local Authority (Council) staff North Shore City Busway team Consultants, Contractors and Suppliers (including media team) Police (Motorways, Highways, Districts and Northcomms) Other Emergency Services 3 GM approved <day/month/year> Person specification Education and training A relevant tertiary qualification or study towards one may be useful however a good standard education to a minimum of 6th form certificate or NCEA Level 3 is required. A NZ Driver’s Licence is required. Knowledge and experience Experience with call centre operations, RT usage and traffic management, or Emergency Services. Experience in working with strict policies and Standard Operating Procedures for incident management and issue resolution. Experienced in working, or be able to work a rotating roster across 7 days, 24 hours a days. Personal attributes The ability to multi-task, prioritise, work well under pressure and stay calm when dealing with matters of high priority and importance. Experience in working in situations demanding flexibility to adapt quickly to changing circumstances as the need arises Demonstrated high level interpersonal and relationship management skills Strong customer service orientation Actively demonstrates, promotes and models desired organisational behaviours and values Promotes a high quality climate of innovation, collaboration, change and adaptation in own area Actively looks for opportunities to improve services and support organisational change Takes accountability for the responsibilities of the position and own actions. 4 GM approved <day/month/year> Core competencies1 Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Drive for Results Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain. Functional/Technical skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Peer Relationships Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers. Interpersonal Savvy Relates well to all kinds of people—up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. Copyright © 1992, 1996, 2001-2003 by Lominger Limited, Inc. A Korn/Ferry Company. ALL RIGHTS RESERVED. This work is derived from the LEADERSHIP ARCHITECT® Competency Sort Cards developed and copyrighted by Robert W. Eichinger and Michael M. Lombardo for Lominger Limited, Inc. Without the prior written permission of Lominger Limited, Inc., no part of this work may be used, reproduced or transmitted in any form or by any means, by or to any party outside of the NZ Transport Agency. 1 5 GM approved <day/month/year> Role specific competencies2 Action Oriented Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Composure Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis. Informing Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organisation; provides individuals information so that they can make accurate decisions; is timely with information. Learning on the Fly Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyses both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Perseverance Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. Technical Learning Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge—like Internet technology; does well in technical courses and seminars. Timely Decision Making Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision. Copyright © 1992, 1996, 2001-2003 by Lominger Limited, Inc., A Korn/Ferry Company. ALL RIGHTS RESERVED. This work is derived from the LEADERSHIP ARCHITECT® Competency Sort Cards developed and copyrighted by Robert W. Eichinger and Michael M. Lombardo for Lominger Limited, Inc. Without the prior written permission of Lominger Limited, Inc., no part of this work may be used, reproduced or transmitted in any form or by any means, by or to any party outside of the NZ Transport Agency. 2 6 GM approved <day/month/year>