ESSENTIAL JOB FUNCTIONS
The following tasks are representative and not to be considered all inclusive.

• Ensures all services to customers are provided safely, professionally, and on-time.
• Resolves driver issues, including mechanical breakdowns or route delays, by providing remote and local support and oversight.
• Oversees scheduling and assignment of vehicles and personnel for all routes and unforeseen circumstances; schedules Extra-Board and on-call drivers as needed.
• Monitors and records employee attendance, including vacation, sick, and other leave.
• Operates a two-way radio using standard City and Transit radio procedures, codes, and call signs.
• Maintains effective communications and relationships with employees, other departments, and the public.
• Operates video, computer, and other electronic equipment used in transit operations; creates copies of transit vehicle videos as needed.
• Gathers and provides information to assist with developing transit operations policies and guidelines.
• Investigates, processes, and resolves employee and security issues and customer service complaints/incidents or compliments, follows up with citizen as needed.
• Issues service denials when appropriate.
• Collaboratively coordinates special event services and the implementation of inclement weather procedures, route detours, and other operational variations.
• Monitors the potential service impacts throughout coordination.
• Prepares an accurate and comprehensive log of daily shift activities.
• Inspects routes and reviews operating schedules; recommends new routing and revision of schedules to the Transit Operations Manager.
• Accepts driver log sheets and records ridership data appropriately.
• Coordinate and communicate operations with Fleet Services.
• Fills in for drivers and dispatchers as necessary. Fills in for Transit Operations Manager in the Manager's absence.
• Exercises sound judgment and decision making within established guidelines, policies, rules, and regulations.
• Supervises the work of drivers and dispatchers, including coordinating, assigning, monitoring, and evaluating work. Conducts probationary and annual employee performance evaluations.
• Conducts routine checks of driver performance, including adherence to schedule and route and safety policies and procedures.
• Counsel drivers and dispatchers regarding performance concerns. May administer verbal and written reprimands, and must maintain accurate records of employee counseling.
• Provides effective instruction in transit operating techniques and safety practices to all new and current transit employees.
• Applies effective adult-learning practices in conducting classroom and in the field training
• Conducts field training on regular route operation, basic operation of all SMART vehicles, and hazardous driving review.
• Administers tests and monitors progress of new and current employees. Reports findings to Transit Operations Manager.
• Conducts annual license review for all drivers and dispatchers and coordinates scheduling for DOT medical examinations.
• Communicates and trains all employees on SMART safety policies and procedures.
• Conducts ride checks and monitors employee performance for adherence to safety policies and procedures.
• Responds to accidents/incidents and determines whether post-accident testing is necessary. Arranges post-accident testing if applicable.
• Investigates accidents and incidents and prepares necessary reports.
• Participates in accident or incident review board to assist in determining preventability, and recommends route reassignment or retraining when appropriate. Complete other tasks as assigned.

• Acknowledge customers when they enter a city facility by greeting them with a smile and positive tone of voice whether in person, on the phone or in email. Gather necessary information to assist the customer. Where possible, handle issues/questions/requests without transferring customer to someone else.
• Seek out answers to questions first; if unsuccessful provide name/contact information of someone who can assist.
• Listen, understand, and clarify to gain in depth understanding of the needs to ensure they are being met.
• Address difficult or contentious issues in a constructive manner. Be positive and enthusiastic when speaking with customers.

• Be courteous and polite.
• Treat customers with dignity and respect.
• Understand customer's expectations and treat them as a priority. Actively listen and give customer undivided attention.
• Appreciate differing perspectives, opinions, and needs.
• Demonstrate integrity and build trust through credibility, reliability, commitment, and ethical behavior.

• Provide prompt and reliable service. Respond to phone/email as soon as possible.
• Follow through in a timely manner on commitments made to customers and provide estimated timeline for completion.
• Change voicemail and email when out of office/unavailable and provide alternate contact person for customers.
• Demonstrate a "can-do" approach.
• Exhibit problem-solving skills leading to sound judgment and quality decisions.

Education: High school diploma or GED, and completion of a commercial (bus) driving training program. Satisfactory completion of coursework in supervisory management from a recognized college or university is desired.

Experience: Four (4) years of experience in a public transit system. This position also requires (2) years of supervisory or lead experience within an organization.

- OR -

An equivalent combination of education and experience enabling the incumbent to perform the essential functions of the position.

Required Certifications/Licenses: Oregon Commercial Driver License - Class B with passenger endorsement and air brake endorsement required. Standard first aid and CPR certification is desired.

Knowledge, Skills, & Abilities

• Thorough knowledge of the safety standards and practices for transit operations.
• Knowledge of transit system operations including scheduling and assignment of personnel and equipment and field supervision.
• Thorough knowledge of the safe and efficient operation of transit coaches and vans, and ability to teach others how best to operate those vehicles.
• Knowledge of the principles of supervision related to transit operations, including monitoring and addressing employee performance, accident investigations, passenger relations, and driver and equipment safety.
• Strong communication skills - verbal, written, and via telephone or two-way radio.
• Excellent customer service skills, applicable to internal and external customers.
• Excellent problem solving and conflict resolution skills.
• Strong computer skills, including Microsoft Office Suite software, dispatching software, and data entry.
• Ability to learn and implement City procedures, SMART transit procedures, city, state, and federal regulations and requirements with respect to procurement, safety, and operations.
• Ability to read, interpret, develop, and communicate information related to routes, schedules, and policies and procedures.
• Ability to effectively apply adult learning models and to implement SMART's training program.
• Ability to effectively exercise independent judgment.
• Ability to operate transit vehicles.
• Ability to work effectively under stress and in a multi-task environment
• Ability to react effectively in emergency situations; giving clear instruction.
• Ability to learn and utilize service area street and road location information.
• Ability to use tact, initiative, and independent judgment within general policy, procedural, and legal guidelines.
• Ability to establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.
• Ability to work varied days, hours and shifts, including weekends as necessary and on-call response to serious accidents or incidents on a 24-hour basis.

Work Environment: Work is performed in a climate controlled office and in the field, operating transit vehicles, regardless of weather conditions. The Transit Supervisor is exposed to noise, fumes, and road vibration.

Physical Requirements: This position could require lifting, pushing, and/or pulling up to 75 lbs. Frequent bending, stooping, and squatting. Long periods of sitting with intermittent periods of standing. The work requires lifting and guiding wheelchair riders onto the wheelchair lift and securing tie-downs for wheelchairs as well as performing routine maintenance inspections and procedures on the buses and vans. Must have the ability to stretch, extend arm/leg, and to touch grasp and feel objects. Also requires sight, including the ability to perceive or comprehend by the sense of sight, peripheral vision, night vision, focus with distinctness or clarity, color perception, and depth perception. Manual dexterity required for driving, field, and office work.

Cognitive Functions: The position incumbent works in a fast-paced environment characterized by frequent deadlines, interruptions, and complex decisions. The incumbent must be capable of working effectively with members of the public with diverse positions on city issues. Must have the ability to concentrate, focus, and make independent decisions.

Tools/Equipment Used: Commercial bus up to 40 feet, van, passenger car, wheelchair lift and ramps, and two-way radio. Desktop computer (including email, word processing, spreadsheet, database, and presentation software), printer, photocopier, fax machine, and telephone equipment.