Operations Control Center (OCC)
The MBTA Operations Control Center (OCC) is a team of dispatchers whose work is essential for providing riders with safe, reliable, and accessible service. Sufficient dispatchers and technology are necessary to execute the MBTA’s policies, manage issues, and oversee bus and transit rail movement across the Authority.
OCC dispatchers work 24/7 to:
- Make sure that routes are running on time
- Manage headways
- Manage personnel access to the right of way (ROW) during service hours as well as overnight for maintenance activities
- Field calls and coordinate responses to issues that affect service, such as disabled trains
- Log all activity into an Integrated Risk Information System (IRIS)
- Notify regulators of major events in a timely manner
Inside the MBTA Operations Control Center
FTA Safety Management Inspection Response
FTA Special Directive 22-06
Historically, MBTA dispatcher staffing levels have been based on rail line size, ridership, and service levels. As of June 2022, the T had budgeted for 18 dispatchers (16 permanent and 2 additional) to support rapid transit service.
During their Safety Management Inspection (SMI), the Federal Transit Administration (FTA) issued Special Directive (SD) 22-06. The FTA found that, with just 15 rapid transit dispatchers on staff, fatigue, overwork, and low morale had developed in the OCC.
In response, the MBTA reduced rapid transit service to decrease workload on dispatchers while pursuing an aggressive campaign to improve their capacity and quality of life. As of late February 2023, the OCC team grew to 26 rapid transit dispatchers (21 permanent and 5 additional), with 3 others in training.
Findings 1–3
SD 22-06 findings 1–3, issued on June 15, 2022, required the MBTA to regularly submit information to the FTA and Department of Public Utilities.
| Finding | Status | ||
|---|---|---|---|
| Finding | SD 22-06 finding 1 required the MBTA to submit documentation confirming that OCC staff, including dispatchers and supervisors, are certified. | Status | Complete Read the FTA's closure letter (July 21, 2023) |
| Finding | SD 22-06 finding 2 required the MBTA to submit documentation confirming that OCC staff, including dispatchers, supervisors, and management, have sufficient time off to recover between shifts, consistent with MBTA hours of service policy for rail transit motorpersons. | Status | Complete Read the FTA's closure letter (July 28, 2023) |
| Finding | SD 22-06 finding 3 required the MBTA to submit documentation confirming that, for each shift, OCC supervisors are not scheduled to perform both supervisory and dispatcher roles. | Status | Complete Read the FTA’s closure letter (August 4, 2023) |
Corrective Action Plans (CAPs)
The MBTA developed CAPs to address SD 22-06 findings 4–7. CAPs are made up of action items at different stages of progress:
- Not yet submitted: The action item has not been completed.
- Under FTA review: The MBTA completed the action item and submitted documentation to the FTA. The FTA is reviewing the MBTA's submission.
- Resubmissions in progress: The MBTA completed the action item and submitted documentation to the FTA. The FTA requested additional information from the MBTA.
- Submissions accepted by the FTA: The MBTA completed the action item and submitted documentation to the FTA. The FTA accepted the MBTA’s submission.
| CAP | Status | ||
|---|---|---|---|
| CAP | SD 22-06 CAP 4 developed and enforced policies to ensure OCC personnel report to work in a rested state and comply with the hours-of-service policy. | Status | Complete Read the FTA’s closure letter (August 18, 2023) |
| CAP | SD 22-06 CAP 5 ensures that the OCC is adequately staffed for current operational needs. | Status | In progress |
| CAP | SD 22-06 CAP 6 identifies and addresses major challenges in recruiting, training, and certification of dispatchers. | Status | In progress |
| CAP | SD 22-06 CAP 7 verifies that all OCC dispatchers are current in their safety certifications prior to starting their shifts. | Status | In progress |
