Citation Clerk (Contractor Position)

Massachusetts-Bay-Transportation-Authority; Quincy (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Massachusetts Bay Transportation Authority seeks a Citation Clerk to review civil citations from automated camera enforcement for bus lanes and stops. The role applies state law, SOPs, and MBTA policies to confirm violations before issuance, ensuring accuracy, equity, and compliance.

Duties include evidence review, documentation, and coordination with MBTA stakeholders. The candidate must have at least a high school diploma, 2–3 years of related experience, strong attention to detail, and

Qualifications

• Two years of experience in customer service or compliance.
• Ability to review and interpret visual and digital evidence with high attention to detail.
• Ability to apply laws, regulations, and procedures consistently and objectively.
• Strong analytical and critical-thinking skills.
• Experience with IRIS/HEAT, Gtechna, ServiceNow, Salesforce, or Zendesk.

Responsibilities

• Review enforcement events evidence packages to determine if a violation occurred.
• Evaluate evidence to ensure evidentiary standards are met.
• Confirm vehicle ID, location, time restrictions, signage, and exemptions before citations.
• Issue citations for bus lane, bus stop, and non-payment cases per protocol.
• Apply MBTA policies and escalation rules consistently across cases.
• Maintain records with accurate notes for auditability and transparency.
• Coordinate with MBTA stakeholders to support program goals.
• Monitor system quality and identify issues affecting accuracy.

Skills

Attention to detail

Analytical thinking

Written communication

Bilingual (Spanish)

Customer service experience

Education

High school diploma or equivalent (G.E.D.)

3 years of relevant experience

Tools

IRIS/HEAT

Gtechna

ServiceNow

Salesforce

Zendesk

Job description

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.

• 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 elevate 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.

• 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.

• 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