Salary: $78,315.00 - $90,166.50 Annually
Location : LA 70119, LA
Job Type: Full Time
Job Number: 1224-01
Department: 7600 - Marketing and Communications
Opening Date: 12/23/2024
Closing Date: 1/3/2025 5:00 PM Central
DescriptionNon-Represented Employment Opportunity
To apply for this exciting career opportunity, please visit norta.com/jobs
This bulletin is posted to establish or add to a qualified list of candidates
This classification is at-will and the incumbent serves at the pleasure of the hiring authority. This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.
The Regional Transit Authority gets people moving around New Orleans. Our transit services bring hard-working commuters to their jobs, students to their schools and fun seekers to entertainment, shopping areas and restaurants. We provide mobility to residents of the city as well as tourists, taking them to and from their hotels to historical neighborhoods and countless attractions. RTA's system includes 5 streetcar lines, 30 rail routes, 2 ferry routes and paratransit services. Our passengers take more than 19 million rides every year.
REPORTS TOChief of External Affairs
JOB SUMMARYThe Community Outreach Manager plans, coordinates, and oversees customer/rider-focused outreach strategies designed to increase awareness of RTA's services in the greater New Orleans region. The Community Outreach Manager collaborates with numerous partners, the general public and internal staff. Responsibilities include promoting services through public forums such as fairs and festivals, deploying various engagement tools in the field, and disseminating agency information. This position spends up to 50% of the time out in the field working directly with the community. A successful candidate will be innovative, collaborative, enjoys building/expanding outreach programs, and has experience working with a diverse urban population. Knowledge of or exposure to public transportation systems is a plus.
Note: The position is expected to work occasional weekend and evening events. Examples of Dutiesessential FUNCTIONSThe physical demands described here 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 upon request
- Oversees customer outreach programs; develops and implements rider-focused outreach plans, strategic communications, and customer engagement tools; and updates tools/plans as necessary.
- Serves as lead for assigned projects; leads, coordinates, schedules, assigns and inspects the daily work activities of staff, interns and consultants assigned to customer outreach projects; and performs the more technical and complex tasks of customer outreach team
- Keeps abreast of agency service changes/service launches, fare changes, new agency programs, capital projects, marketing opportunities, major business relocations, and transit partner changes; and identifies opportunities to promote RTA's services in a timely manner.
- Builds and maintains internal and external relationships focused on ridership development with staff and stakeholders from transit partners, civic organizations and community groups within assigned geographic areas; attends various community and coalition meetings to stay informed about community needs and opportunities to promote transit services; presents at community meetings as needed.
- Serves as project manager for any required public involvement related to service changes and fare changes, coordinating with other departments as needed and managing outreach budget; develops outreach plans for public comment processes, helping determine best ways to involve the public; develops outreach publicity and advertising plan; determines format and materials for public Open Houses; books venues and helps with staffing.
- Oversees and participates in the development and maintenance of customer outreach materials and calendars for assigned projects and activities; works with peers in Communications & External Affairs department as needed to create and update a variety of public information/outreach materials including webpages, flyers, fact sheets, surveys, booth signage and displays, and engagement tools.
- Plans and staffs a variety of customer outreach events, including community fairs/festivals, employer transportation fairs, special events, open houses, public hearings, street teams, rider appreciations/outreach, and sponsorship events; provides information related to areas of assignment, determining most appropriate materials and engagement tools for each activity; determines any volunteer needs; staff, partner agencies, consultants, and other outside stakeholders.
- Responds to public inquiries and provides customer information in a timely and courteous manner; provides appropriate information; responds quickly and effectively to incoming call/emails regarding questions, comments or complaints; tracks Customer Outreach issues in Customer Relations Management (CRM) database.
- Sets up tracking systems and processes that enable others to use and adapt outreach materials in a convenient and timely manner; effectively tracks outreach appearances and projects on an ongoing basis; produces and prepares outreach metrics and reports as needed.
- Provides support to the Communication and External Affairs department on matters as directed; serves as staff on a variety of committees as assigned; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
- Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of RTA are carried out
OTHER FUNCTIONSPerforms other job-related duties which are in keeping with the goals and objectives of RTA.
QualificationsEDUCATIONBachelor's Degree in public relations, public affairs, business or public administration, communications, journalism, marketing or closely related field
OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties
EXPERIENCEFour (4) to seven (7) years of experience coordinating community outreach, customer service, community relations, or public relations that includes leading outreach or public relations projects within a diverse urban community
LICENSING REQUIREMENTS/DEMANDS A valid Louisiana License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions
Must submit to criminal background check, the results of which must meet hiring criteria for the role.This position has been deemed essential and will serve, when activated, on the RTA's All Hazards Incident Management Team (IMT) in a Command Staff or General Staff role under the National Incident Management System (NIMS) Incident Command System (ICS). Successful completion of FEMA (Federal Emergency Management Agency) Incident Command System (ICS) training (IS-100, IS-200, IS-700, and IS-800) is required within 60 days of hire.AFFIRMATIVE ACTION/EEO STATEMENTNORTA is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on job-related standards and must comply with the principles of equal employment opportunity.
This classification is at-will and the incumbent serves at the pleasure of the hiring authority. This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.
OTHER DUTIESPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Knowledge, Skills and AbilitiesKNOWLEDGE, SKILLS & ABILITIES- Operations, services and activities of a typical outreach program.
- Strong knowledge of ADA and federal, state, and local regulations related to public transit and accessibility.
- Methods and techniques of public relations, community outreach and customer service.
- Public relations/public involvement methods and techniques.
- Project management techniques and principles.
- Pertinent federal, state and local laws, codes, and regulations.
- Marketing theories, principles and practices and their application to customer outreach programs.
- Modern office procedures, methods, and equipment including computer applications such as word processing, statistical databases and spreadsheets.
- Principles of business letter writing and basic report preparation.
- Supervisory/lead principles, methods and techniques.
- Public speaking and developing/delivering presentations and presenting ideas and concepts orally and in writing.
- Learning complex technical operations, fare technology, capital projects and management processes.
- Utilizing personal computer software programs and other relevant software affecting assigned work and in compiling and preparing outreach materials, spreadsheets and reports.
- Establishing and maintaining effective working relationships with diverse work groups and individuals, including agency staff/officials, management, vendors, outside agencies, community groups, businesses and the general public.
- Applying principles and practices of public involvement and community outreach.
- Strong communication skills, including public speaking skills and developing/presenting ideas orally and in writing.
- Distilling complex transit fare/transit service information into concise, easy-to-understand messages for public consumption.
- Effectively representing Agency programs in contacts with the public, businesses, community organizations and other government agencies.
- Commitment to fostering community partnerships and building RTA's reputation as a responsive, customer-focused transit authority.
- Working effectively under pressure, meeting deadlines and adjusting to changing priorities.
- Leading and delegating daily tasks; communicating and providing work direction/feedback to assigned staff.
- Applying project management techniques and principles.
- Compiling, preparing and analyzing data/metrics; independently preparing clear, concise reports, correspondence and memoranda.
- Applying principles and practices of marketing and advertising.
- Coordinating assigned marketing, event and promotion activities.
- Must read, write, speak, and understand English
Company BenefitsInsurance Coverage: Available Health, with no waiting period and Life choices are:
United Health Care Traditional 80/20 health plan as well as 60/40 health plan
High Deductible Health Plan
Dental Coverage - Available with no waiting period Vision Coverage - Available with no waiting periodGroup Life InsuranceCompany paid life insurance and AD&D at one times your salary
UNITED HEALTHCARESupplemental Life insurance - Coverages include employee, spouse & child(ren)UNUM Short and Long Term Disability - Administrative Personnel
Flexible Spending Plan: (FSA/Dependent Care FSA) Employee funded flex spending plan. This plan is funded through payroll deduction, before taxes which reduces your taxable income.
Employee Assisted Program: 24/7confidential consultation and counseling at no extra cost.
Retirement Savings: Mass Mutual Retirement Savings Plan 457b deferred compensation plan with a 50% employer match, up to a 5% max.
Company Paid Holidays: Thirteen (13) paid holidays - 12 designated and 1 floating per year
Paid Time Off: Full time employees accrue PTO based on their length of service with RTA on a bi-weekly basis.
