Airport Operations Center Coordinator

Overview

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation's largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone - a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Summary

The Charlotte Douglas International Airport (CLT) Airport Operations Center (AOC) promotes situational awareness and facilitates collaborative decision making among all airport stakeholders and multiple agencies and jurisdictions at CLT. The AOC provides situational awareness monitoring, communication, coordination, and dispatch functions for all airport operations including 9-1-1 emergency, Airport Operations, Facility Maintenance, Housekeeping, and customer service, ensuring all responses are in compliance with federal, state, and local regulations.

Airport Operations Center Coordinators perform skilled work, including telecommunications, customer service, dispatching emergency and aviation units, and relaying emergency and non-emergency information.

AOC Coordinators are responsible for all training related to the Airport Operations Center and its associated programs within Operations. AOC Coordinators operate and monitor communications equipment, such as radios, telephones, visual data terminals, computers and building systems. Must be able to assess situations quickly and objectively while determining the proper course of action within established rules, regulations, and procedures while representing CLT in a professional and positive manner.

General Information:

• Must be able to work assigned shifts, including holidays, and reports back to work during emergencies, urgent situations, special events and inclement weather. Shifts are generally divided into first, second, and third shift hours to cover a 24/7 operation.
  
  Hours are subject to change based on operational need. Overtime may be offered and/or mandated when needed.

• This position is deemed essential and is not eligible for telework.

• Must successfully pass and maintain an active Security Threat Assessment (STA) and Criminal History Records Check (CHRC). Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

• Valid driver license in state of residence and ability to obtain and maintain a City driving permit and airport driving privileges.

Major Duties and Responsibilities

1.Provides situational awareness review performing information gathering, hazard identification, and effective decision making. Monitor, operate, identify, analyze, and respond quickly and logically to multiple airport operating systems simultaneously.

Assess situations quickly, objectively, and then determine the proper course of action. Use the following equipment and systems in the AOC: Metasys building monitoring, fire and life safety systems, access control systems, video management systems, computer aided dispatch (CAD), two-way radio equipment, emergency notification systems, public paging systems, network recorders, flight information display systems (FIDS), flight tracking systems, Airport Operations database (AODB), gate scheduling, computerized logs, weather monitoring, lightning detection, TTY phone, and more.

Assist in preparing notices to Airmen (NOTAMS) when requested for appropriate air carriers and government agencies. Coordinate airfield operations, closures, openings, and field conditions with FAA Air Traffic Control Tower (ATCT).

2.Perform communication functions and communicate effectively. Operate a variety of communications equipment; transmit and receive emergency and non-emergency information.

Answer phones, blue light emergency call boxes, two-way radios, and computer communication platforms and process both emergency and non-emergency calls for service. Follow complex instructions; disseminate information in an organized manner; dispatch resources per procedures; maintain logs/records; and prepare reports. Assist airport users and tenants in resolving routine operational problems; process routine requests and complaints; assist with special events; and provide customer service. Establish and maintain effective working relationships.

3.Process quickly and logically airport emergencies, irregular operations, and incidents of various size, scope, and scale. Follow established emergency and irregular operations procedures to ensure compliance with 14 CFR Part 139 and 49 CFR Part 1542.

Identify and determine general nature, location, urgency, and extent of problems. Determine priority, relay, and follow complex oral and written instructions. Act decisively and exercise independent judgment within established rules, regulations, and procedures.

Activate the Airport Emergency Operations Center (AEOC) as directed following established procedures until relieved by a higher authority. Test systems in the alternate AOC and activate, as needed.

4.Provide assistance to airlines, tenants, the public, and other employees, as needed.

5.Interpret and adhere to Federal, State, and Local regulations, procedures, and instructions to ensure the safety of persons and the security of airport property.

6.Perform the daily duties of the following during department non-staffed hours:

o Gate Management - monitor the Airport Operations Database (AODB), airline schedules, assess gate access and capacity, and schedule airlines to common use facilities in ticketing, baggage claim, gates, and remote aircraft parking; maintain logs and records.

o Lost & Found - answer the Lost & Found service line, process items found, and process inquiries to lost items.

o Customer Service Line (Airport Information Desk) - respond to various informational inquiries from customers and airport stakeholders. Provide operational information related to the Airport Visitor Pass program.

o Facility Work Orders - take request for work orders and determine level of urgency and operational impact. Dispatch high-priority items and place work orders in Cityworks system for non-priority items to be reviewed by Facilities or Locksmiths.

o Housekeeping - receive calls and dispatch general housekeeping and custodial requests

7.Maintain Part 139 Training requirements and non-movement area drivers' privileges. Issue NOTAMS in accordance with regulations.

Submit wildlife strike information for the FAA Wildlife Strike Database. Provide vehicle and pedestrian escorts on the non-movement and ramps, as needed. Perform duties as assigned to comply with the Airport Certification Manual and Safety Management System (SMS) Program as defined through the CLT SMS and ACM Plans and regulated by FAR Part 139. Assists with snow duties, as needed.

8.Responsible for providing Airport Operations Center training for all AOC Agents, OneOps cross-training modules, and the Organizational & Talent Development Job Shadow program.

9.Participates in and completes all required and supplemental training. Participates in required emergency response training and exercises related to airport operations, irregular operations (IROPS), and emergencies. Assists and participates in event planning.

10. Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations.

11. Other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of airport and airline operations.

• Knowledge of 14 CFR Part 139 and 49 CFR Part 1542.

• Knowledge of public safety, telecommunications, and two-way radios.

• Knowledge of airport locations and the processes of emergency response.

• Knowledge of Incident Command System (ICS) and National Incident Management System (NIMS)

• Knowledge in training curriculum development.

• Knowledge in safety management systems.

• Skills to communicate clearly and effectively verbally in person, over the telephone, and over the two-way radio systems.

• Skills to communicate clearly and effectively in writing.

• Skills to effectively organize data and prioritize resources during routine and emergency operations.

• Skills in various computerized systems.

• Skills in effective training

• Ability to work independently and as part of a team.

• Ability to establish and maintain effective working relationships with co-workers, other agencies, tenants, employees and the public, while representing CLT in a professional, positive manner.

• Ability to respond calmly and effectively in emergency and stressful situations.

• Ability to assess situations quickly, objectively, and determine the proper course of action within established rules, regulations, and procedures.

Physical Requirements:

This position is sedentary in nature and may require prolonged periods of sitting or standing at assigned workstation. Lifting of less than 25 lbs., such as books and laptops.

On an occasional basis physical activity may include reaching, lifting, kneeling, squatting, standing and twisting. Works in a dimly lit room without windows. Must be able to operate and monitor communications equipment, such as data terminals, computers, radios, and telephones. Must be able to work in low light conditions.

Preferred Qualification

One-year experience in airport operations preferred.

Minimum Qualifications

High School Graduate or Equivalent and five years related work experience

OR

Associate's Degree and three years related work experience

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

Benefits

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte's benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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