Manager, Community Engagement and Involvement

Job Description

WHO WE'RE LOOKING FOR

The Manager of Community Engagement & Involvement reports directly to the Director, Community Engagement & Involvement. The Community Engagement department’s primary goal is to build community awareness and support of CapMetro’s services, public transit plans and regional multimodal transportation issues. This position is responsible for the agency’s public involvement strategy for agency projects and initiatives. This position will also lead projects and staff with the purpose of informing the public of current service, changes to service, new products or services, and other company initiatives. This role will collect input from the community to assist in agency decision-making, act as a representative of the agency with key community groups and develop messages and materials to educate and promote of CapMetro services. Each member of the Community Engagement team is an ambassador for transit, raising awareness and participation of public transportation and inspiring others to multiply the mission.

Responsibilities

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

• Manage agency public involvement strategy and outreach efforts for key projects and priorities. That includes the design and implementation of public involvement plans (PIPs) that include public meetings, outreach coordination, materials (digital and hardcopy), feedback opportunities and reporting.
• Manages day to day operations of a staff who administer public involvement strategy and other outreach efforts that promote transit services and programs. That includes outreach, engagement events and public-facing materials in-person or digitally. Implements quality assurance/quality control procedures to ensure a high quality of work.
• Lead and manage community engagement coordinators who are also responsible for maintaining an ongoing and meaningful presence in neighborhood, business, civic, and social meetings, events, and public hearings through in-person outreach, various communications, and
• Manage the community advisory committees embedded in CapMetro’s Community Engagement team including, but not limited to, the Customer Advisory Committee (CSAC), Access Advisory Committee (Access) and the Public Safety Advisory Committee (PSAC)
• Present community engagement updates to the CapMetro Board of Directors, community stakeholders and other governing boards as needed.
• Perform project management duties such as managing large tasks and projects, performing research, report writing, leading meetings and maintaining partner and community relations in support of transportation infrastructure projects
• Ensure information on changes to CapMetro Services is provided to the public in efficient and accessible formats.
• Develop training program to participate in community outreach activities to supplement the efforts of the Community Engagement department at large events or programming.
• Develop and coordinate programs to engage the community in CapMetro operations and foster a sense of community pride and ownership in CapMetro.
• Work collaboratively with the Austin Transit Partnership Community Involvement team and the City of Austin’s Community Engagement team to coordinate public involvement and engagement related to the Project Connect program. Develop and coordinate programs that educate various groups on how to use transit that encourage and build ridership and promote programs such as MetroWorks.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Perform other duties as required and/or assigned.
  
  
  

Responsibilities - Supervisor And/or Leadership Exercised

Manages department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

Qualifications

WHAT YOU BRING

• Bachelor’s degree in Business, Communications, Public Relations or related field. Related experience may substitute for educational requirements on a year for year basis up to four (4) years.
• Eight (8) years of progressively responsible experience in business and community relations or communications, including developing, conducting and implementing aggressive public awareness campaigns, including two (2) years supervising staff in a highly visible community outreach or public information position preferred, where production and dissemination, marketing and business administration activities are prevalent.
• Direct experience presenting to public groups and governing boards.
• Proficient experience using Microsoft Office Applications, database, and other software.
  
  
  

Knowledge, Skills And Abilities

• Knowledge of customer service/customer relations, marketing, communications, problem solving and power tools for use in conflict management.
• Outstanding presentation skills and ability to use PowerPoint to create effective presentations
• Team management skills to fully leverage talents of diverse people working together.
• Conflict management to deal with complex or sensitive situations and ensure the positive image of CapMetro.
• Advanced interpersonal skills and the ability to effectively interact with all levels of employees, media, the CapMetro Board of Directors, the public, and all parties both inside and outside of CapMetro in a diverse socio-economic and cultural environment.
• Excellent oral, written and interpersonal communication skills.
• Ability to establish and maintain effective working relations with a diverse population.
• Effective organizational development and problem-solving skills.
• Effective planning and strategic management skills.
• Ability to produce professional documents.
• Ability to work flexible hours, evenings and weekends when necessary.
  
  
  

Cross Functional Service Impacts Team Member

This position has been identified as a member of the Cross Functional Service Impacts Team. As a member of this team, the person in this position may be responsible for attending quarterly meetings where Tier 3 and 4 Service Impacts, all CapMetro Service Changes, and all other large, customer facing projects at CapMetro, will be discussed. This team will be responsible for ensuring that all facets of our business, both internal and external are considered and managed effectively, to provide the greatest service possible to our customers. In rare instances, this will require working outside of normal business hours.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.

Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status

As a Hybrid position, onsite presence is guided by team collaboration needs, customer and front-line team member interactions, and role responsibilities. People leaders will set expectations for onsite presence; however, incumbents are generally encouraged to work 8 to 12 days in office per month. Mobility status is subject to change at any time based on business needs or organizational decisions. This position is based in Austin, Texas. Successful out-of-state candidates must relocate to the state of Texas prior to start date and may have the opportunity to work remotely anywhere in Texas after a specified period.

About Us

CapMetro is Austin's regional public transportation provider. We've been around since 1985 and work every day to give residents, commuters, and visitors the best possible transit options available to match their busy everyday lives.

We're always on the move, connecting people with jobs, schools, restaurants, shops, festivals, and other great places to hang out. In fact, we have more than 31 million boardings each year.