DEFINITION OF CLASS:
This work involves monitoring, coordinating, directing and reporting on a portion of the County Government's public bus services, including initiating short-term corrective actions to maintain delivery of safe, timely and efficient transit service throughout a large geographical area of Montgomery County. The majority of an employee's personal contacts are with Bus Operators, to issue instructions and to receive reports of vehicle condition, breakdowns and accidents, traffic delays, road conditions and other matters affecting the provision of transit services; bus maintenance employees, to report and discuss vehicle maintenance problems, schedule vehicle preventive maintenance appointments, and coordinate actions to ensure minimum availability of buses; and employees of central communication, to receive and/or report on vehicle accidents and passenger/pedestrian injuries, disruptive patrons, road conditions and obstructions, and other hazards which impede traffic movement, and to respond to unusual situations which require unplanned bus movement of large groups of people (e.g., arrested protesters, train derailment, etc.). Contacts also include employees of other public and private sector transit service systems, to pass on and receive operational information of mutual concern, and to coordinate supporting actions. On a recurring basis, employees provide direct, one-on-one assistance to the transit riding public, both in person on buses and at scenes of accidents, bus pick up, drop off, and layover points and terminals, as well as on the phone. Requests for assistance are transit service related and are quickly responded to usually following a brief conversation to determine the needs of the inquirer.
An employee in this class coordinates and monitors for transit management services the level of planned bus service, assigning buses and operators to cover scheduled routes, responding in the field to service disruptions with short-term corrective actions and to passenger requests for assistance and statements of complaint, and other related actions, all of which actions help maintain safe and on-time public transit service. Employees also observe and report Bus Operator violations of policies and procedures as well as commendatory actions. Paratransit Coordinators accept and schedule special needs trip requests, verify client eligibility, and resolve scheduling disruptions in a timely manner. At this level of work, employees are expected to display leadership in providing customer assistance, personal appearance and demeanor, and to independently carry out recurring assignments. Employees in this class carry out assignments independently, and are relied upon to detect and respond to service disruptions and related problems in accordance with standard operating policies and procedures. Unusual situations to which existing guidelines cannot be applied or for which there is no precedent are either resolved by the initiative and judgment of an employee in this class, or referred to a supervisor for assistance. The complexity of this class of work is characterized by: responding to service disruptions emanating from vehicle accidents/breakdowns, employee absences/tardiness, road and weather conditions, special events, etc., each of which has unique factors and requires actions which must be considered and promptly accomplished. Maintaining proficiency in each of the several employee assignment areas further complicates the work of this class. Additional complicating factors are: assigning drivers to uncovered pieces of work in an equitable and cost effective manner that both maintains service requirements and complies with various policies, procedures and labor agreements governing employee overtime and work rules; rotation of vehicle route assignments; and consideration of the availability of part-time, substitute and stand-by employees. Responding to reports of unruly/disruptive/nonpaying passengers and disputes between drivers; coordinating removal from service and repair of damaged/malfunctioning vehicles; conducting accident investigations and reporting thereon; and scheduling and providing route familiarization and other training for new and/or experienced drivers also contribute to the complexity of this work. The impact of properly performed work is directly realized by monitoring and taking corrective steps to ensure the provision of on-time, safe and cost effective transit services, which actions encourage citizens and commuters to use public transit services. Furthermore, the records and reports prepared and maintained by employees of this class are used to help defend the County Government in legal and other actions brought against it. The majority of work is performed outdoors in all weather conditions driving an automobile, and standing/walking in a bus terminal, at vehicle break down locations, and at scene of accidents. To a lesser degree, work is also performed in an office environment which is adequately lighted, heated and ventilated. Considerable risk is present since the work involves response to reports of disruptive, hostile patrons impeding bus service and posing a potential danger to the bus driver and other passengers; strict observance to safety precautions must be followed. Employees in this class conduct accident investigations in the road amidst passing traffic and emergency vehicles and equipment; and they are exposed to diesel fumes and moving traffic at bus terminals, as well as unknown road and inclement weather conditions. Physical demands are moderate, resulting from standing/walking at terminals, driving an automobile (and buses occasionally), and infrequent movement of coin bags, boxes of schedules or other items weighing up to 50 pounds.
EXAMPLES OF DUTIES: (Illustrative Only)
Assigns buses to Bus Operators on a daily basis; assigns relief Operators in cases of absence, tardiness and other reasons to ensure all scheduled routes are covered.
Receives and reports Operator calls for lateness, sick leave, emergency leave, etc.
Monitors radios of emergency service agencies.
Responds to telephone inquiries and requests for assistance from passengers and citizens regarding transit services.
Completes and submits daily operating reports which include but are not limited to absences, accidents, trips missed, vehicles breakdown, etc.
Manages and dispenses Bus Operator supplies (e.g., transfers, punches, etc.).
Reports to supervisors Bus Operator violations of rules and regulations and commendatory actions.
Conducts periodic "pick" (route selection) for relief Operators.
Conducts riding surveillance of routes to monitor and ensure vehicle operator schedule adherence and safe driving.
Responds to Operator's request for assistance regarding vehicle accidents and breakdowns, problem passengers, and other matters. As appropriate, issues a disruptive behavior notice to a passenger, banning the passenger from future services for a period of time.
Conducts on-site vehicle accident and personal injury investigations; estimates vehicle damage cost; and prepares reports and provides testimony.
Advises Transit Information Center, emergency services agencies, regional transit authority representatives and others of transit service disruptions and other information appropriate for those agencies.
Responds to citizen requests for information, complaints and general assistance.
Observes and reports on Bus Operator performance and wearing of uniforms.
Provides instruction/training to Bus Operator employees.
Investigates and settles customer complaints, and reports on same.
Drives buses under unusual circumstances to ensure all runs are covered.
Makes minor route revisions based on weather/traffic and other conditions.
Test drives buses to check reported vehicle malfunction and makes recommendations for removal from operation.
Makes very minor repairs to bus fareboxes, mirrors and trip destination signs, windshield wipers, seats, seat belts, wheelchair lifts, etc.
Installs and repairs bus stop signs.
Prepares reports of Bus Operator violations of policies and procedures and commendatory actions.
May be the first responder for suspicious occurrences related to transit services such as packages left on buses.
Experience: Two (2) years of experience as a Bus Operator.
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 the geography and street and business locations within assigned area.
Ability to think clearly and make rapid, logical decisions regarding efficient rerouting of buses in a changing travel pattern.
Ability to talk courteously and tactfully with the public.
Ability to speak clearly and communicate effectively.
Ability to work variable shifts, weekends, holidays, and occasional over- time.
Ability to troubleshoot minor mechanical problems and issues.
Possession of a valid motor vehicle operator's license appropriate to the equipment operated by an employee in this class, in accordance with Maryland State Commercial Driver's License requirements.
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: February 1983
August 1992 (M)
August 2005 (M)