CITRS Communication Specialist II

About the role

This recruitment is open to King County Metro Employees. Eligible career service employees that have completed their probationary period (or will complete it by the closing date of this posting) in their current career service position may take the assignment as an SDA. Final selection for the SDA is subject to reference checks, record review, and approval from the candidate’s current supervisor.

The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro's Mobility Division, Customer Communication and Services (CCS) Section is hiring a Communication Specialist II. We are looking for an innovative, customer-focused professional to join our team, working on-site at the Transit Control Center (TCC) to provide real-time communication for the public.

As part of the on-site CS II team, you will play a vital role in enhancing rider experience by quickly gathering, analyzing, distilling, and disseminating transit service information including planned & unplanned service disruptions and emergencies using various information systems, channels, platforms, and applications.

In addition, this position will assist the Executive Correspondent Specialist in coordinating the creation of written responses to customer contacts received from executive levels of government, including service requests and complaints. Customer contacts may come from individuals, elected officials, or community organizations.

This recruitment will be used to fill 1 Special Duty Assignment (SDA) that is expected to last until December 31, 2028, with the possibility of extending. Any work stoppages that affect fulfillment of the core responsibilities of this position may result in early termination of the SDA. In addition, this recruitment selection process may be used to generate an eligibility pool for future SDA position vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Applying our ACTIVATE values: being Accountable, Collaborative, Timely, and Impactful; how we Value Employees; staying Accessible; building what’s Trusted; and acting Equitably, is a daily responsibility and a foundational expectation for all King County employees. As the Communication Specialist II, you will:

• Apply equity and social justice principles to all aspects of the work.
• Maintain regular, reliable attendance to support team collaboration and work on-site at the TCC, in Seattle’s SODO district.
• Produce and distribute digital transit alerts and other rider information as needed.
• Collaborate with the TCC Coordinators, Field/County Ops., and a variety of Bus Operation teams, to collect and organize planned and unplanned real-time transit service disruption information for digital delivery through various channels and platforms to transit riders and the public.
• Compile, research, analyze, prepare, edit, and review transit-related service information and interruptions for timely digital publication.
• Respond to public engagement through social media channels, as needed.
• Assist the Executive Correspondent Specialist in coordinating the creation of written responses to customer contacts received from executive levels of government, including service requests, and complaints. Customer contacts may come from individuals, elected officials, or community organizations.
• Work under the direction of the CITRS Chief or FA IV to perform duties and assignments.
• Other duties as assigned.
• One to two (1-2) years of related experience in customer service, public transportation, information technology, or related fields.
• Excellent attention to detail, with demonstrated analytical, problem-solving, and research skills.
• Demonstrated ability to translate complex information into accessible, accurate, and high visibility written material.
• Basic knowledge and understanding of Metro’s transit system and services, and public-facing customer communications methods and tools.
• Proficiency and ease in using business communication tools and new technology in your everyday work.
• Flexible to change and able to prioritize and work effectively in complex tasks within tight timelines.
• Proven record of dependability and accountability in meeting work schedules and deadlines.
• Skill in writing and editing in a clear, concise, and persuasive manner that conforms to good journalistic, marketing and/or publishing writing styles.
• Skill in working with confidential or proprietary information.
• Good judgment, decision-making, and creative problem-solving skills, including the ability to use discretion in public sector environment that includes politically sensitive issues.
• Ability to monitor and measure the effectiveness of social media communications and relay important information and trends to management.
• Report to work for varying shifts on-site and at remote locations, as necessary.
• Availability weekdays, 5AM to 8PM and possibly weekends, 9AM to 530PM.

Desirable Qualifications

• Direct experience working in ATIS, Arcadis/IBI Transit-Alerts, SharePoint and intermediate or higher proficiency with MS Word, Excel, Sprout or Salesforce (CRM).
• Experience in public transportation communication via a variety of channels including social media platforms such as Instagram, Facebook, X (Twitter) and YouTube, blogs, or other social media tools.
• Experience or knowledge of writing for digital accessibility.
• Experience working with internal and external diverse communities.
• Self-motivated and able to work independently or as part of a team.
• A bachelor's degree in communications, English, Journalism, or a related field.
• Availability of approved leave may be limited due to required training and the body of work. Delays in work completion may result in the cancellation of the Special Duty Assignment.

Necessary Special Requirements

• The ability to report reliably to various work sites and around King County between the hours of 5AM-8PM

The following application materials are required

• Submit an online King County application. Be sure to list your full work history including your current job, accurate job titles and employment dates, and all relevant work experience and detailed job duties going back 10 years (or more, if you have additional relevant experience).
• Thoroughly respond to all required supplemental questions.
• Write and attach a letter of interest (cover letter) that describes your interest in the role and please respond to the following:
• Do you have experience using real-time transit tools, such as next departures, text4departure or bus tracking applications? If yes, please tell us more about your experience.
• Tell us more about your knowledge and understanding of Metro's transit system and services, and public-facing customer communications methods and tools.
• Tell us about your experience working in a fast-paced, cross-team setting where you had to quickly absorb information and make decisions with limited context or follow-up.
• Do you have experience following planned and unplanned bus reroutes? If so, please tell us more about this experience.
• Describe your experience with professional writing in your current or past roles such as drafting reports or team communication.

Additional information

Applications that are submitted without the required application materials will be removed from consideration. Only the materials explicitly requested will be reviewed. Please do not include additional documents or attachments with your application.

Selection Process

Applicants will be screened for competitiveness, completeness, and written communication skills to determine the most qualified candidates. The process may include the following: a review of the application and supplemental questions, testing or panel interview, and references.

Applications submitted without the required materials mentioned above may not be considered for this position.

Work Schedule

Multiple shifts covering from 5am to 8pm, Mon-Friday with possible Weekend coverage from 9am to 530pm. The position is subject to the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay if scheduled.

Work Location

The primary location of the position Transit Control Center (TCC) in the SODO area of Seattle and other sites as assigned.

• Union Representation
• Protec 17
• Classification
• 252212

Safety Responsibilities: Employees

• Responsible for understanding The Metro Transit Safety Policy and their role in safety.
• Report all safety concerns.
• Follow safety practices and procedures as necessary to maintain a safe work environment and in conformance with applicable regulations, policies, and training.
• Report safety and security concerns and ideas to supervisors or anonymously through data collection system.

Additional information

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Application Process

If you are interested in pursuing this position and supporting King County’s vision for unified, equitable, and high-performing government, please follow the application instructions carefully. Provide us with your work history as applicable, ensuring that you provide details that highlight your ability to fulfill the requirements for this position.

If you need this announcement in an alternate language or format, or you would like to request accommodation or assistance in the application or assessment process, please contact Tracy Bylund at.

King County's Vision, Mission, and ACTIVATE Values unite us.

King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve.

Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.