Performs administrative and supervisory duties as needed to plan, organize, and coordinate the day-to-day delivery of transportation services for fixed route, express, commuter, demand and para-transit services; including central dispatch/customer services and operations.
Works under the general supervision of the Fleet & Facilities Operations Director.
Provides close to general supervision to the Transit Route Supervisors (TRS) and assigned support staff as assigned.
Sets the tone for a positive organizational image and be an agent for change and process improvement; provides supervision, guidance and direction to Transit Route Supervisors and is responsible to create the monthly supervisor schedule.
Manages the direction and priorities for the day-to-day operations of the Transit Operations Division with a goal of providing safe, reliable and efficient bus service.
Assists with “opening” and “closing” supervisor duties when needed; provide route coverage during periods of operator shortages.
Conduct transit operator behind the wheel assessments on TRSs, Lead Transit Operators and Fleet and Facilities Staff; review the daily coversheet to ensure operators have enough time for resting and recovery between scheduled work assignments. Ensures proper route coverage with minimal overtime impact.
Maintains constant contact with dispatch if a run and / or route could not be filled before its scheduled departure from base or if developing problem occur.
Manages fixed route operator scheduling (coversheet), Avail (ITS), EWS (timekeeping software) and Adept (para-transit service scheduling software).
Ensure the accuracy of records such as (but not limited to): Time sheets, overtime controls, route/service performance, attendance, other fillable forms necessary for documenting accidents, incidents, injuries, etc.
Ensure that the sixth (6) month probationary performance evaluation is completed on all new operations staff prior to the probationary period ending. Work with Human Resources to complete a Personnel Action Form (PAF) confirming that the employee has passed the six-month probationary period; performs annual performance evaluations prior to employment anniversary date and reflective of the employee’s actual work performance.
Conduct Operations Interviews when filling vacancies, assist with training of new employees; assists with ensuring the selection of adequate drivers.
Assist Operations Director with the creation, modifications, adjustments and calculations of the Spring and Fall Bids.
Access Avail data to assess Driver performance on routes (i.e. on-time performance, route adherence, speed adherence, Wheelchair checks, etc.) and provide written documentation of the Avail data assessment for each driver along with recommendations for areas for improving.
Assist, coach, and direct transit operators while in the field, random review of pre-trip inspections, vehicle cleanliness and proper completion of work records and reports. Perform fitness for duty assessment: hygiene, uniforms, signs of fatigue, signs of drug or alcohol, etc.
Ensure that Customer Service Representatives (CSR) and TRSs are monitoring Avail and Adept accordingly.
Ensures that all routes have properly assigned vehicles and operators. Works with Fleet Manager when adjustments need to be made. Coordinate with Fleet Manager on the scheduling of critical vehicle maintenance needs for safety reasons/defects.
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Enforces District policies and procedures related to service operations, communicates policies and procedures to all operations personnel, and administers procedures and policy consistently and effectively. Responsible for District Transit Operations disciplinary actions to ensure that they are justified, completed thoroughly and free of errors.
Confirm the proper investigation of customer complaints, including supporting videos and documents. Make recommendations for coaching opportunities, retraining or disciplinary action. Follow-up with customers to ensure that the complaints have been addressed and feedback has been provided.
Ensure that TSRs document and report video surveillance findings on a weekly basis to ensure operator adherence to District policies and safe driver operations. Notify TFOD of accidents/events that need management attention. Interacts with police/fire dispatchers as needed for emergency situations. Communicate with facilities regarding field conditions of stops, shelters, trash, graffiti, etc.
Responds to unruly or difficult customers when situations have been escalated. Follow District policy for removal, warning and/or suspension from vehicles or facilities. Document removal or suspension process and acquires name of individuals removed in accordance with District policy.
Assist with Special Event Transportation planning and deployment Draft Standard Operating Procedures (SOPs) as assigned by TFOD. When known service disruptions are anticipated, perform field assessment to determine the best detour routing; create detour and implement; communicate decisions with Marketing, Planning and Operations staff.
May perform vehicle and/or passenger rescue procedures as defined by TFOD. Coordinates, develops and reviews hands-on and classroom safety related curriculums on a regular basis.
As needed, information and aid to customers regarding trip planning, routes, fares, rider policies/rules, and employment opportunities. Interacts with other staff, divisions, and managers to resolve questions or concerns, prior to contacting outside agencies.
Performs other related duties as required.
arning or certification to pursue every year).
Education and Experience:
An Associate degree from an accredited college or university in Transportation, Public Administration, Transportation Planning, Business Administration or directly related field;
Eight (8) years of increasingly responsible experience in transit operations, three (3) years of which in a supervisory capacity;
An equivalent combination of education and experience.
Knowledge, Skills and Abilities:
Thorough Knowledge of transit system operations, including principles of organization, routing and scheduling; principles and practices of supervision including employee relations, performance evaluation, employee motivation and training, delegation and employee discipline; Federal, State and local laws, legislative mandates, regulations, policies and guidelines related to the operation of a public transit system; principles and practices of safe working practices in transit operations; experience in manual and automated schedule making, run cutting techniques and rostering; methods and techniques of researching and interpreting data and information; transit planning and transit scheduling including transit demand modeling; multimodal networks and alternative transit modes; principles and practices of public transit systems; high quality customer methodologies and principals.
Considerable skill in the art of diplomacy and cooperative problem solving. Skill in computer software programs including MS Word, Excel, Outlook, and PowerPoint; operating audio-visual equipment; public speaking; math skills; English and grammar skills; methods and techniques of researching and interpreting data and information.
Ability to maintain confidentiality related to all privileged documents and information; Plan and supervise the work of subordinate staff including coordinating, prioritizing, assigning, monitoring, and evaluating work; hiring, training, counseling, disciplining staff and processing grievances; analyze and recommend solutions to complex operational and personnel problems and issues; make sound decisions, establish and maintain procedures or effective daily operation of the transit system; operate a computer including word processing, spread sheet and database applications; perform basic mathematical calculations; develop and monitor a department and divisional budgets and establish budgetary controls; prepare concise and effective written communications; manage multiple projects and operations simultaneously; work independently under time deadlines and within project budget; maintain credibility while balancing competing demands within the District; build and maintain effective working relationships with those contacted in the course of work using principles of good customer service; make public presentations and communicate effectively both orally and writing; establish and maintain effective and cooperative working relationships with District Employees, member entities and the general public; exercise independent judgment in the analysis and solution of complex service delivery and scheduling issues.
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Must possess a valid Driver’s License with a satisfactory driving record. Must be able to obtain a CDL/P license with airbrake endorsement within six (6) months of employment with the District. Must be able to work with no advance notice, additional hours, evenings, on-call, holidays and weekends, and be able to travel. This position is deemed to be a safety sensitive position under FTA drug and alcohol regulations, and therefore is subject to random drug testing.
Must be available to work outside of regular business hours, as required by the demands of the position. Demonstrated skill in computer software programs including MS Word, Excel, Outlook, and PowerPoint. Familiarity working in union and non-union environments. Familiarity with public transit necessary. Comfortable speaking in front of elected officials and the public, capable of fielding questions and addressing concerns as presented
Incumbent of the position generally performs in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities, generally involve moderate muscular strain, such as walking, standing, stooping, sitting, reaching and lifting. Must be able to lift 20 lbs. Regular talking, hearing and seeing required in the normal course of performing the job. Common eye, hand and finger dexterity required to perform various essential functions. Mental application utilizes memory for details, listening, verbal instructions, emotional stability, discriminating thinking and creative problem solving. Frequent travel required in normal course of job performance.
At North Central Regional Transportation District, we offer services as a team of respectful, qualified professionals. Our customers come first. They are our neighbors. We believe that the following Professional Standards are crucial for you to embody if we are going to be a match as employer and employee.
In addition to being competent in the essential functions outlined above and minimum qualifications outlined above, you have an important professional role to play in NCRTD. To fill that role, you are expected to practice and exhibit the following attitudes and behaviors while at work.
Remain a professional, balanced, respectful, problem-solver, even under stress or when out of your comfort zone.
Demonstrate trustworthy behavior and speech (personal integrity and professional competence, do what you say you will do, be dependable, be accountable, act as a contributing member of our professional team).
Show respect for coworkers and customers (be attentive, recognize others’ contributions and concerns, maintain the dignity of all people, empathize, honor differences, build rapport when possible and forgiveness where necessary).
Keep a positive, “can do” attitude toward tasks, coworkers, management and customers.
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Communicate coherently (listen to understand, speak to be understood, no blaming, ask questions).
Demonstrate flexibility in the face of changes and new ideas (understand why changes are being made, ask questions about them when necessary, give them a chance and offer feedback where appropriate).
Be a steward (1) of our organization’s resources (avoid waste, suggest cost saving ideas, take care of things by keeping them clean and the area safe); and (2) of your personal career (identify one or two areas of growth, le
About NCRTD - North Central Regional Transit District
The North Central Regional Transit District began service in 2007. It provides free and premium fare-based bus transit connecting communities and pueblos throughout the counties of north central New Mexico including Los Alamos, Rio Arriba, Santa Fe and Taos. Further expanding its reach, the signature RTD Blue Buses provide riders with connections to New Mexico Rail Runner, Santa Fe Trails, NMDOT Park and Ride, Los Alamos Atomic City Transit, Po' Pay Messenger Service and Red River Miner’s Transit. All of its buses are ADA accessible and equipped with bicycle racks. The RTD provides service on 25 Fixed and Flex routes, two Demand Response routes and one Dial-a-Ride service.