Citation Clerk (Contractor Position)

Massachusetts Bay Transportation Authority -
Quincy, MA

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Job Details

Full-time | Contract
$36.52 - $38.18 an hour
3 days ago

Benefits

Paid sick time

Qualifications

Record keeping
Customer communication
Confidential information handling
Standard Operating Procedures (SOPs) implementation
Caseload management
Regulatory compliance
Providing information to customers
English
High school diploma or GED
Internal employee customer service
Document review
Legal evidence
Computer skills
CRM system proficiency
Incident report writing
Investigating compliance violations
Documentation Handling
Standard operating procedures (SOPs)

Full Job Description

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Citation Clerk is responsible for reviewing civil citations generated by the MBTA’s automated camera enforcement system for unauthorized use of MBTA bus lanes and bus stops. The Citation Clerk evaluates incidents identified by the automated system as potential violations and applies established Standard Operating Procedures, applicable state law, and MBTA policies to confirm whether a violation occurred prior to citation issuance. The role requires consistent, objective, and evidence-based decision-making to ensure citations are accurate, equitable, and compliant with applicable guidelines.

Duties & Responsibilities

Review enforcement events evidence packages generated through MBTA-approved enforcement systems, including camera-based, LPR-based, and officer-initiated detections, to determine whether a violation occurred.
Evaluate the evidence package associated with each enforcement event, including images, video, location data, vehicle and plate information, transaction or payment records, to ensure evidentiary standards are met under applicable Massachusetts law, MBTA regulations and program standard operating procedures.
Determine violation eligibility and accuracy by confirming vehicle identification, location and time restriction, signage or posted rules, payment status (where applicable) and any statutory or policy-based exemptions prior to citation issuance.
Issue citations for bus lane, bus stop and/or non-payment of parking as assigned through designated enforcement software platforms, ensuring citations are accurate, complete and issued in accordance with approved protocols, review thresholds and quality control standards.
Consistently apply MBTA policies across program activities, including warning periods, grace periods, repeat violation criteria, escalation rules, enforcement prioritization and equitable and uniform treatment for all cases.
Uphold work product standards and compliance with state law and regulatory requirements, including citation timing, notice requirements, documentation standards and evidence review standards to support MBTA management during any potential appeals, adjudication, and possible legal review process.
Thoroughly document in the form of notes and case memorandum all determinations with factual and accurate information for good record keeping and to maintain auditability, transparency and defensibility of all issued citations.
Coordinate with Internal MBTA stakeholders as necessary to support program goals.
Monitor the enforcement system for quality assurance standards and general performance activities to ensure high degree of accuracy and quality functioning of the system.
Identify, track and escalate systems issues compromising the quality standards of the program.
Maintain a high degree of confidentiality with data security and privacy compliance when handling personal identifying information.Respond to each inquiry, whether from a customer, vendor, or co-worker in a courteous and professional manner.
Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Physical Demands and Working Conditions

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Available to work any and all shifts and/or locations as assigned or directed
Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.

Supervision

No direct reports.

Minimum Education

A high school diploma or equivalent (G.E.D.) from an accredited institution.

Minimum Requirements & Qualifications

Two (2) years of total experience related to customer service, administration, compliance, or similar work requiring adherence to established procedures.
Ability to review and interpret visual and digital evidence with a high level of attention to detail and accuracy.
Ability to apply laws, regulations, and/or Standard Operating Procedures consistently and objectively.
Strong analytical and critical-thinking skills, including the ability to identify discrepancies, errors, or incomplete evidence.
Strong organizational and time-management skills, with the ability to manage high volumes of cases efficiently.
Ability and willingness to uphold all rules, policies, and procedures applying to the riding public, and to render unbiased and impartial decisions to customers appealing a citation.
Strong written communication skills for documenting determinations and interacting with customers and internal stakeholders.
Experience with computer systems and case management or customer relations management (CRM) tools such as IRIS/HEAT, Gtechna, ServiceNow, Salesforce, or Zendesk.
Experience working with and maintaining discretion regarding sensitive and confidential information.
Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
Ability to prepare legible written reports of incidents.
Ability to work effectively with a diverse workforce.
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.

Preferred Experience & Skills

Three (3) years total experience related to customer service, reviewing civil citations, violations, or administrative enforcement actions.
Bilingual and/or multi-lingual skills, especially Spanish.
Knowledge of the MBTA system and experience riding the MBTA.
Knowledge of citation management engine software (such as Gtechna). · Knowledge of MBTA’s customer relations management (CRM) system (IRIS/HEAT).

Substitutions

None

Job Conditions:

Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
Ability to provide internal and external customers with courteous and professional experiences.
Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions:

General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.

Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.

Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.

Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.

Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.

On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.

Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.

ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or [email protected].

Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.

Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.

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Job Summary

Duties & Responsibilities

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Preferred Experience & Skills

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