Transit Operator- Demand Response

Supervises the daily activities of the Demand Response (EZ Rider) operation in compliance with Americans with Disabilities Act (ADA) and Demand Response/Transitrulesandprocedures.Responsibilitiesincludeprovidingdispatch, radio communications, and on-the-road guidance to Operators and the effective utilization of Demand Response vehicles while ensuring efficient servicing of customers. Monitors vehicle operation and Operator performance and schedules Operator work assignments. Provides backup to reservations and Operators during periods of absences, backlogs or as operationally needed. The assignment of specific essential functions to Supervisors will vary according to areas of individual expertise, shift rotation, staffing and Department needs. Reports to Assistant Operations Manager – Demand Response. Must have one (1) year of public transit experience, prior supervisory experience preferred. A commitment to safety and customer service, along with communication, interpersonal, and critical thinking skills are critical for this position.

Additionally, the following requirements must be met:

• Must meet regular time and attendance standards and be able to work a variety of shifts, as operational needs warrant.
• Upon being hired, an employee will be required to successfully complete the Department’s defensive driving train-the-trainer program and accident investigation process, within three (3) months of employment.
• No preventable accidents (or major safety violations) or serious disciplinary actions (suspension or higher) within the past two (2) years preceding the date of application.

Ensures that Department standards of safety, courtesy and reliability are met by daily monitoring Demand Response operations for adherence to policies, rules, regulations and schedules. Confers with Operators regarding proper safety procedures, defensive driving techniques, customer relation’s issues, report preparation and new or revised policies, procedures and schedules; counsels and recommends corrective action when necessary.

Supervises staff to include: conducting performance evaluations; ensuring employees follow policies and procedures; and making disciplinary recommendations on an as needed basis; prioritizing and assigning daily work assignments for Operators, including assignment of equipment and required work; responsible for working with demand response trip requests to develop efficient schedules, i.e., reviewing, revising, and dispatching; monitors efficient utilization of vehicles to limit customer ride time and ensure on-time performance.

Provides Dispatch and Street supervision as required and assigned; monitors Demand Response services, schedules, and equipment through street inspection; investigates and reports on schedule and service deficiencies and problems; monitors radio traffic and responds with personnel changes, vehicle exchanges, or other changing conditions to ensure a minimum of service delay.

Within departmental/town policies, assists with payroll, maintaining and tracking leave requests for vacation, sick, leave without pay, military, jury duty, and various meetings for all Operators and staff.

Documents daily Operations activities; responsible for dispatch functions using computer aided dispatching and automatic vehicle location software; carries out special projects; prepares written reports; and maintains various administrative records.

Provides accurate information to Operators about policies and procedures, and informational considerations related to scheduling, bidding, mandatory training, time-off requests and pay hours or refers them to the appropriate staff. Answers related questions; addresses complaints and facilitates the resolution of problems.

Assist Operators with procedural questions; provides information to Operators regarding customer services; ensure Operators have correct and necessary information for their manifest; provide location of address and points of interest as needed; maintain files.

Handles customer inquiries and complaints and routes as necessary with the objective of resolving situations in the minimum amount of time and at the lowest departmental level.

Takes charge of accident or other emergency scenes, ensuring safety and security of operators, customers, and Department equipment; operates buses or vans when necessary; reroutes vehicles and adjusts trips in response to street conditions; conducts on-the-scene accident investigation and documentation.

Conducts training, as assigned by Lead Supervisor, Training Coordinator, Safety Officer, Assistant Operations Manager and/or Operations Manager for new hires and current employees regarding department standards and/or new equipment.

Contributes to the goals and objectives of the Department, to include formulation and implementation of operational policies, procedures, and controls to ensure safe and efficient operational activities and adherence to established service, budgetary and customer satisfaction standards.

Coordinates with Fixed Route Dispatch on vehicle, operator and service-related issues. May assist Fixed Route division with supervisory assignments as needed.

Works Tar Heel Express and special events as needed. Weekends, holidays and non-traditional hours may be required.

Other duties as required.

KNOWLEDGE OF

• Supervisory principles and practices.
• Applicable Federal, State, and Local laws, rules, and regulations.
• Transitpractices.
• Operator schedulingpractices.
• Customer service principles.
• Basic vehicle and equipment malfunctions and related repairs/solutions.
• Accident investigation practices.
• Infectious material disposal.

ABILITY TO

• Model behaviors that are consistent with our values of RESPECT.
• Maintains confidentiality of departmental information.
• Monitoring and evaluating subordinatestaff.
• Using a computer and related softwareapplications.
• Maintainingdatabases.
• Reading, interpreting, and editing manuals anddocuments.
• Handling difficult customers.
• Using proper English, grammar, punctuation, andspelling.
• Compiling and distributing data andinformation.

Prioritizing work and performing multiple tasks.

Maintaining records.

Providing customer service.

Processing a variety of forms and paperwork.

Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public, sufficient to exchange or convey information and to receive work direction.

EDUCATION

High school diploma or equivalency or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities to perform the duties of the job.

EXPERIENCE

Must have one (1) year of public transit experience with Chapel Hill Transit. Verifiable public transit experience as an Operator, Supervisor, or other similar experience with a public transit system will be considered to meet this requirement if a candidate has been with Chapel Hill Transit for at least six (6) months, with prior supervisory experience preferred. A commitment to safety and customer service, along with communication, interpersonal, and critical thinking skills, is critical for this position. Additionally, the following requirements must be met:

• Must meet regular time and attendance standards and be able to work a variety of shifts, as operational needs warrant.
• Upon being hired, an employee will be required to successfully complete the Department’s defensive driving train-the-trainer program and accident investigation process, within three (3) months of employment.
• Possession of or the ability to obtain a valid Class B CDL with a P (Passenger Endorsement) issued by the State of North Carolina within three (3) months of employment is required.
• No preventable accidents (or major safety violations) or serious disciplinary actions (suspension or higher) within the past two (2) years preceding the date of application.

Experience with Demand Response scheduling/dispatching programs preferred; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

CERTIFICATION

Possession of or the ability to readily obtain a valid Class B Commercial Driver's License with Passenger Endorsement issued by the State of North Carolina.

This position is designated as mandatory and requires the employee to report to work to support critical operations during adverse weather or other emergency conditions. Schedules may vary based on operational and organizational needs and seniority. May require evening work, night work, weekend work, on-call and overtime work.

This classification has been designated as Safety Sensitive and is subject to random drug and alcohol testing.

Position is safety sensitive and mandatory.