PAY RANGE: 15
This is supervisory information and referral services work directing the activities of a communications center, maintenance job control, customer service, or security badging on an assigned shift at the Philadelphia International Airport (PHL). Employees in this class plan, schedule, assign and monitor the work activities of communications center operators, clerical staff, or information receptionists and may assist in the management of the Airport Communications Center, Security Office, Job Control unit of the Maintenance Administration Division, or the Passenger Assistance unit. Positions in the Communications Center are responsible for monitoring the activities of the communications operators to ensure that practices and procedures followed in the center are in accordance with FAA, TSA and Division Aviation rules and regulations. Positions in the Security Office are responsible for supervising communications center operators providing services to employees and airport tenants in the badging process. Positions in the Passenger Assistance unit schedule and train subordinate clerical and communications operators and monitor their activities to ensure provision of accurate information and ensure compliance with U.S. Customs and Border Protection (CBP) procedures. The position in Job Control unit is responsible for supervising and monitoring a staff of operators responsible for receiving emergency and non-emergency maintenance requests, tracking requests in a maintenance management system and coordinating the response between airport and contract maintenance staff. Contact with airport operations personnel, tenants, contractors and the general public is a significant aspect of the work. Work is performed under the direction of the airport administrative superior.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
1. Positions in this class must be located in the Communications Center, Security Office, the Passenger Assistance unit or in the Job Control unit of the Maintenance Administration Division of the Philadelphia International Airport.
2. Positions in this class must plan, schedule, assign and monitor the work activities of Communications Center Operators, clerical staff or information receptionists on an assigned shift.
3. Positions in this class must assist in the management of the Airport Communications Center, Passenger Assistance unit or the Job Control unit.
4. Positions in the Security Office must maintain trusted agent status as defined by the Transportation Security Administration.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Plans, schedules, assigns and monitors the work activities of communications center operators, clerical staff, or information receptionists on an assigned shift; prepares weekly work schedules for subordinate staff; plans and arranges duty coverage and overtime; and prepares performance reports for subordinate staff.
Performs related work as required.
Communications Center Assignment
Assigns communications center operators to message/paging, maintenance control, information dissemination and other functions as required; monitors response by operators to emergency and non-emergency situations and intervenes in difficult or sensitive situations; trains operators on computerized communication equipment or security and identification equipment and operating procedures;
Assists in the management of the communications center; performs tests on communications equipment; identifies defective communications equipment/parts and reports malfunction for immediate replacement and/or repair; prepares and directs the preparation of center activity records and reports; directs the recording of public information on tapes; compiles and maintains center activity records and reports; participates in developing and implementing procedures and programs to ensure that communications center operations are conducted according to governmental and division regulations; coordinates communication activities with Airport police and fire and personnel and operations staff; assists in the review and evaluation of existing and new communications systems; prepares reports pertaining to suitability for use and maintenance; analyzes emergency procedures involving the communications center.
Security Badging Assignment
Supervises staff monitoring and controlling access to restricted areas of the airport, operating airport security and identification equipment; collecting information from applicants and current Airport employees used to process Criminal History Record Checks (CHRCs) and Security Threat Assessments (STAs).
Maintenance Job Control Assignment
Supervises a staff responsible for receiving emergency and non-emergency maintenance requests, tracking requests in a maintenance management system and coordinating response between airport and contract maintenance staff; monitors response by operators to emergency and non-emergency maintenance events and intervenes in difficult or high priority situations; trains operators on computerized communication equipment and the maintenance management systems; compiles and maintains Job Control activity records and reports; participates in developing and implementing procedures and programs to ensure efficient Job Control operations; prioritizes work schedules for staff assignments to maintain operational efficiency; authorizes overtime to provide adequate shift coverage; provides reports to senior management regarding maintenance and repair progress.
Passenger Assistance Assignment
Supervises subordinate staff in the airport’s International Arrivals area to assure compliance with U.S. Custom’s and Border Protection (CBP) procedures; supervises the provision of information regarding airport operations, facilities, and accommodations as well as historical landmarks, rooming accommodations, transit facilities, and other matters of interest in the city; tours the airport to observe performance of subordinate staff including clerical and information receptionists; assigns subordinates to specific locations; authorizes overtime to provide adequate coverage; maintains subordinate attendance and work records for payroll purposes; keeps account of work activities to ensure efficient and effective record-keeping of subordinate performance; participates in the updating of information resources and other assigned projects relating to the airport's information program; serves on a 24 hour on-call basis, as assigned in emergency situations.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
· supervisory and training methods, principles and techniques
· utilization of computer software, hardware, and communication systems
Communications Center Assignments
· FAA, TSA and the Division of Aviation rules and regulations pertaining to airport communications, airport operations and airport security
· practices and procedures involved in airport communications
· a variety of communications equipment/parts and their uses
· computerized communication systems and their uses
· voice, video and data transmission systems
· Utilization of security or airport identification equipment and their uses
· Pertinent FAA, TSA and Division of Aviation rules and regulations pertaining to airport communications and airport security
Passenger Assistance Assignments
· historical landmarks, rooming accommodations, transit facilities, and other matters of interest in the City of Philadelphia
· airport operations and facilities as they relate to passenger and visitor services
Job Control Assignment
· maintenance management software applicable to the work
· principles and practices used to effectively coordinate maintenance and repairs
· Effectively communicating information to passengers, the general public, tenants and airport personnel
· plan, organize, direct, and monitor the activities of communications center operators
· train communications center operators in new communications equipment and/or computerized equipment
· prepare work schedules and assignments and provide adequate duty coverage and overtime
· learn communication systems and understand technical documentation
· supervise and coordinate airport communications personnel during emergency situations
· prepare written reports of accidents, emergencies and other center activity records and reports
· establish and maintain effective working relationships with associates, subordinates and the public
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 10/15.)
Education equivalent to completion of the twelfth school grade.
Two years of airport communications or information services experience.
Two years of full performance level experience in airport informational/communication services or maintenance dispatch work.
Two years of experience operating telecommunications equipment and providing a variety of communication services at a large or medium hub international airport facility.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the specific experience described above.
NOTE: Selective Factor Certification may be utilized, as needed, to fill specific positions. In accordance with Civil Service Regulation 11.032 - Selective Factor Certification – the appointing authority may request certification of eligible candidates with specified experience to fill specific positions in this class. Certification to fill such positions will be made from the two highest ranking eligible candidates on the eligible list who possess the specified experience
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
LICENSES, REGISTRATIONS AND/OR CERTIFICATES
Must pass and maintain SIDA (Security Identification Display Area) and AOA (Airfield Operations Area) clearance at the time of appointment and during tenure of employment as an Airport Communications Services Supervisor.
Possession of a valid proper class vehicle operator’s license issued by the Commonwealth of Pennsylvania during tenure of employment.
Class Established 10/91
Spec Revision: CSC - 8/10; Ad. Board - 9/10
Spec Revision and Consolidation with 6J10: CSC - 9/12; Ad. Board - 11/12
Latest Spec Revision: CSC – 10/15; Ad. Board - 10/15