Community Liaison

Boston, MA /
Fare Transformation – Fare Transformation PMO /
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
The MBTA Customer Technology team is working to transform how people get around the Boston area.
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.

The MBTA is seeking a Community Liaison to join the MBTA Community Engagement team to aid the Authority in conducting near-term community outreach and engagement. This position will be responsible for supporting the community engagement process regarding service and policy changes at well as capital projects at the MBTA.

This position is a project specific position and is limited to the term of the project. Employment beyond the project is left to the discretion of the MBTA at the completion of the project.

Duties and Responsibilities:

    • Reporting to the Deputy Chief of Staff, the Community Liaison will be responsible for a coordinating engagement with riders and local community based organizations. The goal of eachLiaison is to develop relationships with community leaders and stakeholders, gather feedback on proposed service and policy changes, and establish a mechanism for consistent rider feedback for the agency.

    • To support these efforts, the position will:
    • Plan and host meetings and town-halls (in-person and virtual), focus groups, working sessions, street teams, door-knocking, and other activities as necessary to support robust community driven outreach and engagement.
    • Attend community meetings and other events as a representative of the MBTA, as necessary.
    • Familiarize themselves with neighborhood groups and community organizations in the region.
    • Support the development of meeting/informational materials, including translating materials into one or more languages.
    • Work with the Office of Diversity and Civil Rights, Department of System-wide Accessibility, and Office of Policy to ensure all outreach adheres to the MBTA Public Engagement Plan and Title VI requirements.
    • Coordinate with staff in Operations Planning, Scheduling, and Strategy (OPSS), Legislative Affairs, External Affairs, Capital Programs, and others as necessary.
    • Stay informed about upcoming service and policy changes that may affect the designated region.
    • Adhere to the rules, regulations, collective bargaining agreement and policies of the Authority.
    • Respond to inquiries from customers, vendors and or co-workers in a courteous and professional manner.
    • Perform related duties and projects as assigned.

Minimum Requirements/Qualifications:

    • High school degree or higher.
    • Excellent communication skills.
    • Must speak and write in Spanish
    • Must possess multi-tasking and time management skills, ability to learn quickly, take direction, and work independently and to use creative, collaborative, and consultative approaches to resolve issues.
    • Must effectively communicate with customers, employees and vendors.
    • Ability to provide internal and external customers with a courteous and professional experience.
    • If applicable, have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, 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).
    • The ability to pass: background screenings; a Criminal Offender Record Information (CORI) check and the MBTA's drug and alcohol screening.
    • Commitment to the MBTA's diversity and inclusion goals.
This will be a Contract position through the end of the year, with an extension subject to the discretion of the MBTA.

Diversity, Equity, and Inclusion:

CTD is dedicated to creating a diverse and inclusive environment—it’s essential to the work we do. In order to effectively partner with MBTA departments and do our best work for riders, our team must reflect the wide variety of people who use the MBTA’s services. We welcome people with different strengths, experiences, and backgrounds who share a passion for improving people's lives. Our team is deeply committed to diversity, inclusion, and continual learning. We strive to foster an environment where each individual is valued, feels a sense of belonging, and is welcomed to bring their best self to work.

Here at CTD, we provide equal opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and manage all personnel without regard to race, color, national origin, cultural identification or expression, socioeconomic background, religion, gender, gender identity or expression, sexual orientation, family status, marital status, learning style, neurodiversity, genetics, disability, age, veteran status, or any other non-merit based or legally protected grounds. 

Research has shown that women and people of color are less likely to apply for roles unless they believe they meet all qualifications. We strongly encourage candidates from marginalized groups to apply, even if you don't believe you meet every one of the job qualifications listed. We’re committed to maximizing the diversity of our team and want to hear from anyone who is passionate about our efforts and interested in supporting our work for riders.