TSA seeks free outside help with social media pilot

The Transportation Security Administration is looking for an industry expert to assist in developing a new social media program to help air travelers get questions answered while they're in transit.

TSA has posted a job opening notice via the Department of Homeland Security's Loaned Executive Program seeking a seasoned private-sector professional with experience in developing and managing social media services. The DHS program brings in outside experts to share their expertise on short-term, unpaid assignments.

TSA said it wants a senior adviser to work for six months, possibly a year, in its Arlington, Va., headquarters and its Transportation Security Operations Center in nearby Reston, Va. The adviser will help the agency establish @AskTSA, a Twitter account the agency launched this fall to experiment with giving passengers real-time responses to their questions about air travel.

Interested executives better act quickly, though. DHS is only taking applications until Dec. 11.

Applicants must currently serve in a senior-level management or related position, and have in-depth knowledge of current and emerging methodologies for social media-based customer service. Additionally, they must have "extensive senior-level experience in developing, implementing and administering social media customer service/engagement programs," the notice states.

Among other things, the senior adviser will develop policy, directives and training for the @AskTSA pilot program; recommend mission-related approaches to social media customer service; and suggest ways to establish a comprehensive database of frequent customer inquiries.