Post Overview

The Command and Control Centre (MC³) allows personnel who are working on sites not manned by a SAC to be entered onto the MacRail website register and record additional information such as updates and diary entries onto the MacRail website. The Command and Control Centre operator will enter staff onto the register and will remain in contact via telephone with supervisory personnel on active worksites to ascertain who is working where and when. This service will provide the overall effect of creating a complete register for all track access at all levels.

The MC³ will also provide a single point of contact for any issues regarding the use of the MacRail System to site-based personnel out-of-hours and provide technical support to Site Access Controllers in the field. This post reports to the MC³ Manager. Shifts will be organised on a “rolling” roster system, spread equally over days, nights, and weekends.

Primary Responsibilities

1. Access Recording

• Sign in and out personnel on all worksites that do not have a dedicated Site Access Controller

• Register any personnel who are not already on the system

2. Update Reporting

• The works supervisor will make contact periodically to report work progress, plant movements, Close Calls, Accidents and Incidents. Repeat the message back to them to ensure it is understood correctly. Record on the appropriate worksite.

• Proactively contact sites where no updates have been received to update progress

• Keep the white boards up to date with relevant information

• Enter (missed) SAC sites onto system

• Upload bar charts

• Enter information from Race Cards onto the portal (Fridays)

3. Quality Control – SAC Support

• Ensure that all diaries, schedules, maintenance reports, train reports and personnel registers are correctly completed on MC³ and SAC sites. Check at least once an hour or as other duties allow and deal directly with any errors

• Identify the need for, and conduct, Risk Assessments on SAC overruns or breaches of 12/14 hr rules.

• Provide out-of-hours support to any site access controllers who are experiencing technical difficulties and/or connection issues with the website. If issue can’t be resolved, assist the SAC as necessary in completing their tasks such as diary entries, checking Sentinel card details, entering workers onto the register etc.

• Make alternative arrangements for SAC or MC³ cover when sickness/absence reported at short notice

• Chase up workers flagging up Amber to ensure they do not exceed their hours.

4. Reporting

• Monitor site updates to identify if a site is falling behind the planned time or a possession hand back time is under threat. Take appropriate and immediate action as directed to rectify this.

• Generate and send email reports as required by individual clients for non-core reporting sites.

• Ensure all work progress, accidents/incidents and any other relevant information are entered onto the MacRail System using the site diary, site schedule and system reports to build up as detailed a database as possible.

• Assist in the preparation and delivery of a handover for the next shift.

• Liaise with Client Contacts, On Call Managers and third parties as directed by your Supervisor.

• Add safety critical information (Close Calls, Accidents/Incidents) to the client’s in house system.

5. Additional Duties

• Keep a log detailing all events arising during the course of a shift, compiling information and briefing as a handover to the next shifts operator

• Provide initial on call support, acting as company representative and decision maker outside of office hours, referring to the level 1 on call manager if required

• Train, assist and mentor new operator’s

• Undertake fire warden duties outside of office hours, ensuring all staff leave the MC3 if the fire alarm sounds and contact the emergency services and level 2 on call in case of a fire

• Any other reasonable duty in relation to your job description

• Monitor and contact lone workers hourly.

• Update new inductions.

• Deal with notifications.

• Escalate technical issues to the I.T team via helpdesk (Copying in your Line Manager).

• Flag important information to Management via the diary review tool.

• Liaise with Operations to notify them of SAC changes, cancellations, overruns and accommodation bookings.

• Upload pictures to the site homepage.

Communication

The Command and Control Centre Operator will remain in constant contact with the following parties as a minimum:

• Site-based supervisory staff (those responsible for signing in staff)
• NSC 24/7
• Client Control
• All Site Access Controllers

The Command and Control Centre Operator will also be available to assist with any issues to the following parties:

• All Site Access Controllers
• Any other members of the clients staff
• Any other MacRail staff
• Network Rail, Regulatory Authorities and the emergency services

As the Command and Control Centre Operator is based in MacRail’s main office, they will have use of a dedicated landline and number. All first contact will be through the dedicated telephone number. Subsequent contact may take place over the internet or by telephone.

As the Command and Control Centre Operator’s primary duty is to ensure that the website is complete, they must endeavour to contact a SAC who is under performing by any means possible. If the SAC cannot be reached directly, any other personnel on site can be contacted.

Necessary Skills and Experience

The Command and Control Centre Operator will have the following skills:

• Good clear verbal communication (fluent in the English language)
• Quick and clear written communication (excellent spelling and grammar)
• Professional demeanour
• Understanding of the phonetic alphabet
• Sound IT and typing skills
• Excellent organisation skills

Due to the support nature of the position, the Operator will also need to have experience at all aspects of the website as well as knowledge of the working procedures on a railway worksite.

Previous experience of working in a call-centre or office environment is beneficial.

Personal Protective Equipment

Specific PPE will not be required.

In the event that the Operator does go onto a railway engineering worksite, they will follow whatever PPE requirements that are in place.

Other Relevant Information

It will NOT be necessary to hold personal track safety (PTS) certification.

Command and Control Centre Operator is NOT considered safety critical.