Security Operations Center Operator

Salary range is $21.63/hour to $54.32/hour with a midpoint of $37.02/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance discount.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

The Security Operations Center (SOC) Operator serves as a central point of contact for security, safety, emergency response, and customer service activities within a transit operations environment. This position is responsible for receiving, evaluating, and prioritizing emergency and non emergency calls; monitoring alarms, cameras, and operational systems; and coordinating appropriate responses in accordance with established procedures.

The role requires strong critical thinking, decision making, and multitasking skills to assess dynamic situations, interpret incomplete or time sensitive information, and determine appropriate response and escalation actions. The SOC Operator plays a key role in incident coordination, ensuring accurate and timely communication among internal departments, field personnel, law enforcement, and external emergency responders.

This position is also responsible for maintaining the integrity of information control, including accurate documentation, secure handling of sensitive or confidential information, and adherence to information sharing and data protection standards. In addition, the SOC Operator provides professional, courteous customer service, responding to inquiries and concerns with empathy while supporting safe, reliable, and continuous transit operations.

Through effective communication, situational awareness, and adherence to operational best practices, the SOC Operator helps protect people, property, and assets while supporting public confidence in the transit system.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Receive, evaluate, and prioritize emergency and non‑emergency calls related to transit operations and security; maintain control of calls to gather critical details and determine appropriate response actions.
• Provide crisis management triage by assessing rapidly evolving situations, prioritizing calls, and coordinating timely and effective responses.
• Perform continuous monitoring and analysis of security risks to identify potential threats to transit operations, facilities, systems, and personnel.
• Monitor and manage multiple communication channels simultaneously, including telephones, radios, CCTV systems, alarms, and computer‑based incident systems.
• Coordinate and facilitate communication during critical incidents with internal teams, field personnel, law enforcement, emergency responders, and other partner agencies.
• Manage multiple incidents concurrently, adapting to fluctuating conditions and shifting priorities within short timeframes.
• Demonstrate the ability to act calmly, quickly, and accurately in emergency and high‑stress situations.
• Maintain composure and professionalism while handling distressing, graphic, or emotionally charged incidents typical of emergency communications environments.
• Process and respond to challenging or potentially traumatic events without compromising performance, judgment, or accuracy.
• Provide professional, courteous, and empathetic customer service, including addressing concerns, gathering information, and classifying calls to ensure appropriate response.
• Communicate effectively with diverse callers, including individuals who may be emotionally upset, frightened, uncooperative, verbally abusive, or have limited English proficiency.
• Apply critical thinking, sound judgment, and decision‑making skills while following moderately complex oral and written instructions.
• Accurately document calls, incidents, and actions taken while maintaining the integrity and confidentiality of information in accordance with policy and legal requirements.
• Utilize multiple computer systems and applications simultaneously, including databases, word processing tools, and operational software.
• Support administrative and operational functions related to security operations, including report writing and data entry, as assigned.
• Establish and maintain effective working relationships with coworkers, supervisors, partner agencies, and the public.
• Demonstrate adaptability, resilience, and the ability to manage uncertainty in a fast‑paced, high‑accountability environment.
• Operate effectively during emergency situations, including supporting field operations when required.
• Work in a 24/7 operational environment, including nights, weekends, holidays, and overtime as required by organizational needs.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICAITONS:

Education and Experience: High school diploma or equivalent and two years of experience in security operations center, 911 dispatch center, public safety communications center, or multi-agency dispatch environment; Or an equivalent combination of education and experience.

Preferred Licenses or Certifications:

• Telecommunicator I and/or Telecommunicator II, or equivalent dispatch certification.

• Public Safety Telecommunicator Certification.
• Emergency Telecommunicator certification.
• Security Operations Center or Emergency Management certifications.
• Customer Service or Crisis Intervention certification.
• Completion of the National Incident Management System (NIIMS)/Incident Command (ICS) certification training, ICS-100, ICS-200 and ICS-700.

Required Knowledge and Skills:

• Strong analytical and problem-solving skills are necessary.
• Demonstrated ability to work under pressure and make sound, timely decisions in high-stress environments.
• Excellent verbal and written communication skills.
• Must have the ability to read, speak and write in English language fluently.
• Proficiency with basic computer applications, including data entry and word processing.
• Ability to type a minimum of 35 words per minute with 90% accuracy, as demonstrated through a typing assessment.
• Ability to achieve a minimum score of 70% on a job-specific assessment.
• Ability to analyze rapidly evolving situations and make sound, timely decisions with limited or incomplete information.
• Ability to work under pressure and apply judgment, logic, and established procedures during emergency and non‑emergency incidents.
• Strong problem‑solving skills in time‑critical, high‑risk environments.
• Strong active listening skills, including the ability to hear, interpret, and accurately retain critical information while callers may be distressed, emotional, uncooperative, or difficult to understand.
• Ability to identify key facts, clarify details through effective questioning, and recognize change in tone, urgency, or background sounds that may impact response decisions.
• Ability to listen attentively while simultaneously documenting information and managing multiple systems.
• Ability to simultaneously manage multiple information streams, including emergency and non‑emergency calls, radio traffic, camera feeds, alarms, and computer‑based incident systems.
• Ability to prioritize tasks, shift focus quickly and manage competing demands in a fast‑paced dispatch environment.
• Ability to maintain sustained concentration and situational awareness over extended periods.
• Ability to work effectively in a high‑stress environment, including exposure to distressing, graphic, or emotionally charged content.
• Ability to remain calm, focused, and professional during critical, traumatic, or rapidly changing situations.
• Ability to maintain accuracy, composure, and professionalism while interacting with callers in crisis.
• Excellent verbal and written communication skills.
• Ability to control and direct conversations to obtain critical information clearly and efficiently.
• Ability to communicate effectively and professionally with security, internal operational staff, members of the public and emergency responders.
• Strong customer service skills, including empathy, tact, and professionalism when interacting with upset, frightened, uncooperative, or verbally abusive callers.
• Ability to communicate effectively with individuals who may have limited English proficiency.
• Ability to accurately document calls, incidents, and actions taken in real time.
• Strong attention to detail and ability to maintain information integrity.
• Ability to handle sensitive or confidential information with discretion and professionalism.
• Ability to operate multiple systems simultaneously, including:
• Telephone and emergency call systems
• Dispatch radio systems
• Computer‑Aided Dispatch (CAD) or incident management systems
• Video surveillance and alarm monitoring systems
• Office productivity tools (e.g., Microsoft Office / Office 365)
• Ability to learn and adapt quickly to new systems, technology, and procedures.
• Ability to work effectively as part of a team in a coordinated dispatch and security operations environment.
• Ability to establish and maintain effective working relationships with coworkers, supervisors, field personnel, and partner agencies.
• Ability to follow direction, policies, and communication protocols consistently.
• Demonstrated professionalism, integrity, and discretion in all interactions.
• Ability to adhere to policies, procedures, and operational standards.
• Reliability and accountability in a 24/7 operational environment, including rotating shifts, nights, weekends, and holidays.
• APCO or NENA Telecommunicator Certification
• Crisis Intervention or De-Escalation Training

Physical Demands / Work Environment:

• Work is primarily performed in a standard office or dispatch center environment.
• Position is required to monitor audio channels, radio traffic, audible alarms, telephone calls and accurately receive and relay critical information during real-time incident communications. Position is also required to manage dispatch devices, tools, and equipment. May be subject to bending, hand/eye coordination, grasping, hearing, pushing, pulling, reaching, repetitive motion, talking, seeing, and carrying and lifting up to 25 pounds.
• Positions is required to support a 24/7 operations environment and require working rotating shifts and schedules including nights, weekends, and holidays.
• May require on-call availability outside of regular scheduled hours to support incident response, emergencies, or operational needs.
• Work involves continuous monitoring of multiple computer screens and rapid decision‑making in a dynamic, high‑pressure environment.
• May be required to respond on‑site during major incidents, emergencies, or special events.
• The Agency promotes a safe and healthy work environment and provides required safety training and appropriate equipment.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.