Department/Division

Operations / Transportation

Paygrade

B23

FLSA Status

Non-Exempt

Supervision Received From

Fixed Route Manager

Supervision Exercised Over

Compensation

Hourly: $35.10-$47.38

Summary:

Provide support to passengers, operators, and Intercity Transit staff at transit centers, on coaches, bus stops and other properties within the Public Transit Benefit Area. Responds to safety/security incidents and documents appropriately.

Distinguishing Characteristics:

Ensure system safety and security by performing a variety of essential duties in the transit system.

Essential Duties:

Duty No. Description Frequency
1

Patrol and provide visible presence at Intercity Transit properties, on revenue vehicles, and within our service area to prevent and deter passenger rules and conduct violations.
2

Improve the customer’s experience by helping riders more confidently navigate the system, anticipate their needs, proactively engage and connect with customers, and connect vulnerable riders to resources.
3

Respond to incidents and emergencies at transit centers, on agency vehicles, at agency properties. Determine appropriate course of action in varying situations. May provide first aid, CPR, AED, Narcan, or other assistance as appropriate
4

Enforce Intercity Transit policy and rules for passengers, including, but not limited to issuing warnings, exclusion orders, and ensuring compliance with state and local laws regarding appropriate transit conduct.
5

Use handheld radios and cellular phones to communicate as necessary. Prepare written reports and correspondence as needed including, but not limited to receiving, composing, and sending email, written reports, and daily logs.
6

Monitors transit schedules, routes and equipment through field examination; investigates and reports on schedule and route deficiencies and problems; recommends changes as necessary 

7

Works with law enforcement, first responders and contracted security personnel to provide security to operators and customers. Recommends changes as needed.
8

Contributes to the goals and objectives of the department, including 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. Recommends changes as warranted.
9

Address and direct to appropriate personnel, customer inquiries, concerns, and complaints relating to service; records information.

Knowledge:

Knowledge of:

  • Knowledge of transit lines and schedules; transit rules, regulations and policies.
  • Basic arithmetic; basic radio communication; effective customer service principles and practices. 
  • First aid, CPR, AED, Narcan administration, and other approved medical aid within prescribed training.
  • Human trafficking awareness/training.
  • Applicable Federal, State, and Local laws, rules, and regulations.
  • De-escalation techniques for challenging behaviors and demonstrated experience using those skills.

Skills:

Skill in:

  • Read maps and transit schedules.
  • Move from one vehicle to another.
  • Communicate in a clear and concise manner.
  • Accept responsibility and work with a team, follow written and oral directions.
  • Think and act quickly in emergencies.
  • Write accurate and clear reports of incidents.
  • Deal courteously and tactfully with the public from a wide variety of a cultural and socioeconomic backgrounds such as peers, transit personnel, police and fire departments and representatives of other agencies.
  • Work under pressure, use discretion in difficult and stressful situations, and exercise sound judgment.
  • Diffuse and deter conflicts, explain rules, regulations, and policies.
  • Operate phones, radio and computers.
  • Listen, stand, sit, or walk while providing in person customer service continuously for long periods of time.
  • Assist riders who appear to need assistance and ask questions to understand their needs
  • Maintain confidentiality.
  • Be attentive to and accurately record details of interactions and referrals
  • Coordinate efforts and work in a team.
  • Maintain a high level of situational awareness in regard to security, safety, and customer interactions.

Physical Requirements:

Must be 21 years of age and have an acceptable vehicle driving record.

Must possess and maintain a Class B Commercial Driver’s License with passenger and air brake endorsements.

Maintain an acceptable driving record throughout employment as monitored by periodic reviews.

Must submit to criminal background check the results of which must meet hiring criteria for the role.

Training and Experience:

Two years of experience with Intercity Transit’s routes, service delivery timetables, and customer service standards.

Note:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.