TRANSIT OPERATIONS SUPERVISOR
DEFINITION OF CLASS:
This work involves supervising a large group of Bus Operators to ensure that the public receives prompt, efficient, and safe public transit bus service. The vast majority of all contacts for employees in this class is with Bus Operators, to issue instructions and provide training, obtain information about accidents, incidents, complaints, compliments, and other related matters, and to counsel employees about their work performance. Contacts are also maintained with other transit system employees and supervisors to exchange information, make recommendations and coordinate actions. Less frequently, contact is made with passengers, generally in response to an incident or a complaint involving a Bus Operator, which inquiry requires an employee to talk with the affected passenger(s) to obtain information. While employees provide some assistance to the riding public, that service occurs infrequently and is not the primary focus of this class of work (i.e., supervising the work performed by Bus Operators).
An employee in this class occupies a leadership position and is responsible for ensuring that assigned employees follow all applicable laws, rules, regulations, policies and procedures governing the operation of a transit vehicle. This responsibility is accomplished by training and counseling employees, observing Bus Operator vehicle operation, maintaining employee pay, attendance and performance records, and investigating passenger reports of inappropriate Bus Operator vehicle operating characteristics and treatment of passengers, vehicle accidents and related incidents. Work is carried out under moderate supervision which allows an employee to lead by example, persuasion, motivation, and initiation of recognition and disciplinary measures. Guidelines followed by an employee take the form of Department and Division policy and procedure documents, handbooks and training manuals, as well as employee labor agreements and State and local laws governing the operation of a transit vehicle and other matters such as drug and alcohol abuse. Employees are expected to know, understand, and apply these guidelines in carrying out their supervisory responsibilities. Unusual situations to which existing guidelines cannot be applied or for which there is no precedent are referred to a supervisor for assistance. The complexity of this class of work is related to the problems associated with supervising a very large group of employees who work various hours, days and are assigned to different transit routes. Work is further complicated by responding to and investigating incidents, accidents, and employee behavior patterns which typically involve conflict resolution between employees, and between employees and passengers. The impact of properly performed work is the formation of an informed, cohesive, well trained, reliable, and safe operating group of employees whose actions directly serve the bus riders and influence their perception of the County's transit system. The large majority of all work is performed in an office environment which is adequately lighted, heated and ventilated. The balance of work is performed outdoors traveling in a car, and conducting stationary checks at terminals, layover and pick up points to observe Bus Operator vehicle operation. While most work is of a sedentary nature, employees are required to move bags of money using automated equipment and must occasionally operate a bus, which requires reaching, bending, turning and the constant moving of hands, arms, feet and legs to activate the vehicle controls, or to assist passengers boarding and exiting the transit vehicle. There are no unusual hazards associated with this work.
EXAMPLES OF DUTIES: (Illustrative only)
Monitors and evaluates Bus Operator on-time reporting, vehicle driving/accident and passenger report records, and Accident Review Committee Reports; initiates recommendations for either corrective or performance award actions based on counseling and/or documentation.
Removes Operators from service in emergency or dangerous situations.
Occasionally investigates and reports on serious vehicle accidents.
Records and reports employee pay hours, including overtime and holiday pay and leave usage.
Conducts random checks of transit service fare administration to check Bus Operator awareness of all fare media used, and assure that proper entries are made in fare box. Follows up on Operator errors by providing training, retraining, and counseling.
Investigates any suspected breach of security in the revenue collection and retrieval process.
Monitors transit operations, identifies and analyzes trends and patterns of problems, takes appropriate actions to resolve problems, and identifies short and long term consequences of recommendations taken.
Reviews passenger compliments and complaints with Bus Operators; prepares correspondence for own signature or that of higher authority.
Reviews employee records to determine and control Bus Operator leave usage, overtime and participation in Bus Operator recognition programs, based on pre-established criteria.
Develops customer service training for Bus Operators, Transit Coordinators, central dispatch supervisors, and other Transit Services personnel.
Interviews and evaluates Bus Operator applicants.
Monitors on-street Operator performance and transit service provided; takes corrective action as necessary.
Operates a public transit bus under unusual circumstances.
Performs related duties as required.
Experience: Four (4) years experience as a Bus Operator or Transit Coordinator, of which one (1) year must be as a Transit Coordinator assigned to desk duties. OR An Associates of Arts Degree and two (2) years of experience as a Bus Operator or Transit Coordinator, of which (1) year, must be as a Transit Coordinator assigned to desk duties.
Education: Completion of high school or High School Certificate of completion recognized in the State of Maryland.
Equivalency: An equivalent combination of education and experience may be substituted.
Knowledge, Skills, and Abilities:
Knowledge of Maryland motor vehicle laws applicable to a public transit bus system.
Knowledge of the public transit and access provisions of the Americans With Disabilities Act (ADA), as they have been applied to County bus operations.
Knowledge of Division of Transit Services and DPW&T operating policies and procedures, County Personnel Regulations and the applicable Collective Bargaining Agreement to supervise subordinates.
Ability to effectively supervise the work of a large group of subordinate employees, many of whom have different work hours from those of the supervisor.
Ability to investigate, prepare written reports, and draft correspondence in response to inquiries, compliments and complaints received from the public.
Interpersonal skills to interact with personal contacts in an effective, business-like manner.
Ability to work variable shifts, weekends, holidays, and occasional overtime.
Ability to fill and independently move short distances money bags weighing up to 50 pounds.
Some skill in using personal computers and modern office software suites.
Ability to operate a public transit bus.
At Time of Employment Application: Possession of a valid current Class "C" (or equivalent) motor vehicle operator's license from applicant's state of residence.
First Day of County Employment: Possession of either a Class "B" Commercial Driver's License or an Instructional Permit for a Class "B" Commercial Driver's License, with passenger endorsement and air brakes, issued by applicant's state of residence.
Upon Completion of Bus Operator Training by Montgomery County: Possession of a Class "B" Commercial Driver's License, with air brakes and passenger endorsements, from employee's state of residence.
Individuals appointed or promoted to this class will be required to serve a probationary period of six months, during which time performance will be carefully evaluated. Continuation in this class will be contingent upon successful completion of the probationary period.
MEDICAL PROTOCOL: Core Exam and Drug/Alcohol Screen
Class Established: May, 1979
Revised: August, 1985