Communication Specialist, Counter - PHI, Inc.

POSITION OVERVIEW:

Reporting to and under direct supervision of the Communication Center Supervisor, perform flight following, emergency response assistance, and support flight operations in and near the Gulf of Mexico.  

ESSENTIAL DUTIES & ACCOUNTABILITIES:

Flight Following Duties:  Files PHI internal Flight Plans; Confirms PHI Flight Plans received via EFB; Corrects PHI Flight Plan errors

Revises ETAs; Makes changes to PHI flight plans, as needed; Verifies PHI Flight Plan information, as needed; Closes PHI Flight

Plans and Responds appropriately to various PHI Flight Plan Alerts

Emergency Response Duties:  Performs overdue aircraft response duties; Responds to MayDays; Acts to assist aircraft in IIMC

conditions; Assists aircraft with maintenance issues; including locating suitable location to land; as needed and

Perform other duties as the Lead Communication Specialist or Supervisor, Communication Center deem appropriate

Flight Operations Support Duties:  Advises pilots of converging flight paths; Advises pilots of reciprocal flight paths; Advises pilots

of EOCs (Enhanced Operational Controls); Advises pilots of storm and adverse weather movement conditions and ideal routing;

Advises pilots of NOTAMs; Advises pilots of fuel location status; Advises pilots of current weather observations; Advises pilots of

TAF (Terminal Area Forecast) information; Advises pilots of PIREPs (Pilot Reports); Advises pilots of Warning Area Activity; Advises

pilots of TFRs (Temporary Flight Restrictions); Act as subject-matter expert of daily weather forecasts and current radar;

Advises pilots of winds aloft; Advises pilots of wind forecasts; Advises management, Houston ARTCC, and other pilots of missed

approaches; Advises pilots of location of other aircraft; Relay messages to/from base, scheduling, customer, managers, pilots;

Update fuel location status, based on reports from pilots and operators; File Oil Spill Reports with the USCG;

File overturned and/or distressed boat and debris reports to the USCG; Assist radio technicians in troubleshooting radio issues;

Assist pilots and mechanics in troubleshooting EFB, Outerlink, IRIS, and RTHUMS equipment/programs;

Monitor RTHUMs for aircraft maintenance issues; Assure two-hour checks are completed, as required; Obtain Green Deck for

pilots; Relay 20 and 5 minute out calls from pilots to destinations; Relay special requests to/from pilots; Relay changes in

customer needs; Handle pilot flight and duty requests (sign-in and sign-out); Issue and cancel EOCs; Issue, revise, and cancel

NOTAMs; Obtain and update weather reports; Handle satellite phone calls from pilots; File IFR flight plans with Leidos; and

Obtain and relay IFR clearances from Houston Center(ZHU)

Other Communication Center Support Functions: 

Perform Communication Center Opening Duties:

• Issue any requested NOTAMs
• Open and maintain the Communication Center email
• Verify and update contract information
• Record the previous day's contact numbers
• Take control of enroute radios from Scheduling and conduct radio checks
• Call designated AWOS and enter reports
• Input forecast EOCs from DTN advisories
• Input observed EOCs from AWOS/SAWRS/PIREPs

Perform Routine Daily Functions:

• Check the FAA TFR site for new TFRs impacting the Gulf of Mexico
• Check Warning Area scheduling (0600, 0615, 0700, 1130, & 1200)

Perform all Communication Center Closing Duties:

• Complete the Duty Time Log
• Clear EOCs from the day
• Stay until all Gulf of Mexico flights are completed and crews have had sufficient time to sign-out

QUALIFICATION REQUIREMENTS:

• High School Diploma required
• 2-3 years experience in a similar role preferred
• Intermediate level computer skills
• Excellent Customer Relations
• Ability to interact well with other employees and departments
• Must be able to work with little or no supervision
• Must be able to continuously multi-task
• Must be able to make logical decisions in a high stress environment
• Must live or commute locally, housing not provided.
• Aviation industry experience preferred

ORGANIZATIONAL CORE COMPETENCIES:

1) Safety - Taking responsibility to put the tools and processes in place that will ensure your own safety and the safety of those around you. The key components of Safety are: System (SMS), Risk Management, Safety Assurance, Personal Responsibility, Discipline, Compliance (Integrity), and Capacity for Collective Action.
2) Quality - Meeting the customers' needs and conditions for success over the long term and to the greatest extent possible. The key components of Quality are: Leadership Position, Technology, Technical Proficiency, Measurement and Accountability, and Innovation.
3) Efficiency - Ability to maximize the benefits and profits, while minimizing effort and expenditure. The key components of Efficiency are: Process Efficiency, Organizational Efficiency, Resource Allocation & Maximization, Measurement and Accountability, and Organizational Transparency
4) Customer Service - Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement. The key components of Customer Service are: Communication, Consistency, Accessibility, Reliability, and Maintaining an Honest, Respectful and Professional Relationship.

BEHAVIORAL COMPETENCIES:
1) Drive & Energy - Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the organization. They have the stamina and endurance to handle the substantial workload present in today's organization. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.
2) Functional/Technical Expertise - Effective performers are knowledgeable and skilled in a functional specialty (e.g., finance, marketing, operations, information technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.
3) High Standards - Effective performers establish and model standards that guarantee exceptional quality and necessary attention to detail. They continually seek to improve processes and products, and they hold staff accountable for quality. They find best practices, share them, and then improve upon them.
4) Initiative - Effective performers are proactive and take action without being prompted. They do not wait to be told what to do or when to do it. They see a need, take responsibility and act on it. They make things happen.
5) Integrity - Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.
Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the organization. They have the stamina and endurance to handle the substantial workload present in today's organization. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.

TRAINING REQUIREMENTS:

Required training is provided on the job.  Must be able to memorize and retain a large amount of information, to include abbreviations, acronyms, and aviation phraseology (standard verbiage and jargon).  Training may require a 5&2 8 hour day schedule until a time when the schedule switches to 7&7 11.5 hour days.  With no prior experience, training may require 2 to 3 months' time or more, depending on the individual.

DIMENSIONS:

Work 11.5 hours daily, with a half-hour lunch.  Shift start time varies from 5:00 AM to 6:00 AM in the winter and from 5:00 AM to 8:00 AM in the summer.*  The schedule is seven days on and seven days off, Thursday to Wednesday.*  *The schedule standard is subject to change.  Man a sit-to-stand desk containing 2 computers and 4 monitors for the duration of the duty day (15 minute breaks every 2 hours).  The communication center averages over 3,000 contacts daily.  The workload can vary dramatically based on staffing level, weather, and other issues.  May be required to temporarily relocate to Galveston, TX, or another out of town location, to support relocation of communications in response to a hurricane impacting Lafayette, LA.  Volunteers are selected first.  May be required to fly in a small fixed-wing aircraft (Cessna 172 or comparable) in order to support communications if a hurricane has damaged offshore radio sites.  Volunteers are selected first.  May be required to stay at a hotel near the Lafayette, LA facility in the event severe weather conditions are locally forecasted to close roads which may impede the ability to arrive to work if traveling from home.  Work eleven and one half hours daily with a half-hour for lunch (Duty day is longer during the Summer months).  Seven days on and seven days off schedule.  The communication center averages 3,300 contacts daily.  There are normally nine communication specialists assigned per schedule.  Each communication specialist averages 366 contacts daily or roughly 31 contacts per hour.  These totals change dramatically when the communication center is understaffed.  During periods of marginal weather, IFR traffic increases dramatically (approximately 25 IFR plans per day).  Man computer console for duration of duty day.  Answer phones while in the process of flight following aircraft, obtaining weather information and filing or receiving IFR plans

PHYSICAL DEMANDS:
While performing this job, employee is regularly required to sit, talk and hear. The employee is frequently required to walk and stand. Employee is occasionally required to climb or knell. Must be able to lift up to 50 lbs.
WORK ENVIRONMENT:
Lafayette Comm Center, computer consoles, fax machine, printer, overhead projectors, television screens

DISCLAIMER:

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.