Position Summary:
Under the direction of the Senior Transportation and Central Garage Supervisor, the Transportation Communication Coordinator provides strategic leadership and oversight of the Transportation Communications Center, ensuring efficient resolution of public inquiries, parent complaints, and school-based transportation concerns. The incumbent of this position manages a large, multi-tiered staff across multiple sites and plays a critical role in aligning customer service protocols with the district's transportation goals. The position requires high-level decision-making, policy advisement, cross-departmental coordination and leadership in emergency response communication.
Duties and Responsibilities:
- Oversees a high-volume communication center responsible for resolving complex transportation-related issues;
- Establishes office protocols, manages communications workflows, supervises cross-functional staff and ensures compliance with service standards and customer response timelines;
- Serves as the department’s liaison to the public, interpreting district transportation policies and facilitating timely, equitable resolution of parent and community concerns;
- Oversees collection, analysis and reporting of service data; utilizes data analytics to inform high-level district responses and emerging trends;
- Creates and refines departmental standard operating procedures (SOPs) aligned with PGCPS customer service guidelines; monitors compliance and staff performance;
- Leads training programs and change management initiatives to improve customer service and communication;
- Reviews cases to identify root causes and systemic issues; partners with senior leadership to propose and implement policy or operational changes that improve transportation services and public trust;
- Coordinates with routing, dispatch, human resources, safety and security, and other departments/offices as needed to manage complex cases;
- Represents the department in board meetings, school forums and community events;
- Manages staffing levels to meet service demand and conducts performance evaluations;
- Leads and/or participates in department-wide projects such as transportation reforms, application rollouts or hub/stop consolidation; provides recommendations based on community feedback and trends; and
- Performs other duties as assigned.
Qualifications:
- Working knowledge of routing software, GPS systems, regional mapping and transportation logistics;
- General familiarity with bus routing, dispatch procedures, student transportation policies and applicable regulatory requirements (COMAR, MSDE, FERPA, DOT);
- Expertise in conflict resolution and mediation techniques; knowledge of de-escalation, restorative practice and constituent rights under public education law;
- Demonstrated expertise in data systems and platform integration, including familiarity with online tracking systems, parent notification systems and business enterprise systems;
- Understanding of human resources and supervisory practices;
- Ability to craft, revise and interpret standard operating procedures in alignment with board policy and directives;
- Ability to exercise independent judgment and discretion;
- Ability to see patterns and solve systemic issues; ability to influence organizational change;
- Ability to lead and coach large teams, create equitable shift structures, conduct evaluations and design professional development plans; and
- Ability to extract insights from operational data to drive performance metrics, staffing decisions, and leadership updates.
Education and/or Experience Requirements:
Bachelor’s degree from an accredited college or university in public administration, communications or a related field required; Master’s degree preferred. A minimum of three (3) years of experience in transportation operations, communications center management, or public sector constituent services, including at least two years in a supervisory or managerial role, required.
Certification:
None required.
Supervisory Responsibilities:
Oversees and provides guidance to assigned personnel.
Physical Demands:
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, talk, hear, walk, sit, and use fingers, tools or controls. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, the ability to adjust focus, and depth perception. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.
Working Environment:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.
Additional Information:
None.
