Community Engagement Advisor – Talent Pool

• Contribute to the development and implementation of community engagement strategies for capital projects (e.g., GO Transit expansion, subways and light-rail transit) and day-to-day transit operations
• Respond to questions and concerns raised by members of the public via telephone, email or in-person site visits in a timely manner
• Promote project benefits and gather community feedback through virtual and in-person open houses, pop-up display booths, resident and business canvases, and project tours
• Support formal consultation processes by developing and facilitating stakeholder meetings and engagement activities (e.g., working groups, Construction Liaison Committees)

• Encourage a “good neighbour” culture by working with project teams, contractors and Metrolinx staff to build strong relationships with residents and stakeholder groups across the mandate area
• Investigate and address public concerns through site visits, meetings, surveys and other engagement techniques
• Apply a problem-solving and issues management approach to identify solutions and mitigate impacts to residents and businesses
• Regularly attend internal construction update meetings to obtain technical information and updates for dissemination to the public in plain language

• Manage public inquiries using the Metrolinx CRM (Customer Relationship Management) system, triaging and responding to casework daily
• Generate weekly CRM reports and monthly KPI reports to ensure objectives are met
• Define and communicate Metrolinx's key messages related to project plans and construction impacts
• Develop briefing notes, presentations, slide decks and engagement materials to support consultation, engagement activities and executive briefings
• Ensure communications materials align with Metrolinx brand guidelines across print, digital and display formats
• Support internal and external stakeholders, including project neighbours, community partners and government stakeholders such as the Ministry of Transportation (MTO) and City of Toronto, to exchange information, develop engagement and communications strategies, and manage issues

• Completion of a diploma in communications, journalism, urban planning, transportation planning or a related field - or an equivalent combination of education, training and experience

• Demonstrated experience in communications, community engagement, customer service and/or public affairs
• Experience developing and communicating informational and promotional material to the general public
• Experience leading projects and delivering high-quality work within tight timelines

• Strong organizational, research, planning, time management and project management skills
• Excellent interpersonal, diplomacy and written/verbal communication skills
• Strong influencing and negotiation skills, with political acuity to work effectively with a variety of stakeholders, agencies and staff
• Knowledge of customer service principles, de-escalation techniques and issue identification/management

• Experience using CRM systems and managing public inquiries
• Proficiency with Microsoft Office tools including Word, PowerPoint and Excel
• Familiarity with digital communications tools, including desktop publishing and social media platforms

• Experience working on large infrastructure projects
• Experience facilitating public consultation or community engagement processes
• Familiarity working with the diverse communities across the Greater Golden Horseshoe
• Ability to communicate in French or additional languages
• Complete proficiency in English is essential to support high-profile public communications.

• Some roles require a valid Ontario Class “G” driver's licence and must meet corporate standards for a good driving record. If you require an accommodation, please see information below.
• Flexible hours may be required depending on project phase. Candidates must be prepared to occasionally work outside regular working hours during certain project phases (e.g., evenings beyond 5:00 p.m. and weekends as required).

Metrolinx