Public Transit Service Coordinator (SI Ferry Terminal)

The Setting
A customer operations desk at the Staten Island Ferry terminal. Ethan is 19. He graduated from high school with multiple internships in customer service and operations, and is working full-time while taking evening courses.

The Narrative
It is a weekday morning in June 2030. A signal issue has delayed multiple ferry departures, and hundreds of commuters are crowding the terminal. Ethan’s role is to manage passenger flow and provide real-time updates. The automated announcement system is down, and social media is filling with rumors that service is suspended for the day.

Ethan receives conflicting information from different supervisors over text. One message tells him to reassure passengers that service will resume shortly. Another warns that the delay could last over an hour. Commuters are pressing him for answers, some angry, others panicked about missing work or childcare pickups.

Ethan has to decide what information to share, how to manage the crowd safely, and how to communicate uncertainty without escalating frustration or spreading misinformation, all while knowing his words may be recorded and shared online.

Picture this...

Which Portrait of a Graduate competencies will benefit Ethan in this situation?

What experiences already exist in your school that genuinely build those competencies? 

What should we expect to see in every school if this work is real and available to all students?