York Operations Supervisor - rabbittransit

Excellent opportunity in our York Division to make a difference in the lives of others! Join a leading-edge transportation authority who covers 11 counties in PA. Rewarding position leading dispatch and operator teams. Our employees make a difference! Change the world one ride at a time. Apply today to be part of our exciting future.

Reporting Location: 415 N. Zarfoss Dr. York, PA 17404

Full Benefits Package (Health, Dental, Vision, Simplified Employee Pension, Paid Holidays, Paid time off, Company provided life and disability)

Job Summary (Role in the organization):

The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position is responsible for maintaining the excellent customer service, safe, reliable and on-time performance of SRTA's fixed route and specialized transit systems specific to division. Assigns and supervises dispatchers and drivers to ensure operational goals are met. Responsible for resolving issues such as transit driver questions/requests, passenger requests and incidents, vehicle breakdowns and accidents, and route-deviations. Ensures policies and procedures are followed and related documentation is accurate, complete, and timely. Responsible for ensuring good labor relations, evaluating employees' adherence to rules and regulations, reporting irregularities to management, identifying, analyzing and resolving problems. Responsible for ensuring good employee relations.

Key/Reporting Relationship/Direct Reports:

This position reports to the Site Manager or Chief Operating Officer. This position receives general instructions regarding the scope and approach to assignments. This position supervises SRTA operational personnel.

Essential Duties and Responsibilities:

Achieves the Authority's mission by monitoring daily operations and providing support and direction to transit operators, identifying and resolving problems. Supports operations customer service goals by giving feedback on critical areas such as bid runs, consumer inquiries/ reports, and operator evaluations.

Meets all legal and procedural requirements by ensuring compliance with provisions of the ADA, FTA, PennDot, etc. Upholds and enforces all Substance Abuse Policy regulations and provisions and SRTA policies. Assists in developing and implementing personnel and operational policies and procedures and ensuring compliance. Completes personnel actions with Site Manager and involves Human Resources for all suspensions, terminations, grievances or actions involving issues such as but not limited to FMLA, ADA, & discrimination.

Supervises dispatching and/or operators and ensures results by selecting employees with the best fit of competencies; ensuring that job tasks are aligned with SRTA's strategic goals, ensuring that job duties, responsibilities and accountability are defined and understood by the subordinate; coaching, monitoring performance, completing performance reviews, appraising job results, and praising/disciplining as necessary. Maintains the following operational results:

1. Maintains reliable on-time performance of service by dispatching drivers to cover fixed route schedules, ensuring accurate driver assignment sheets, covering for absent drivers according to procedure, monitoring vehicle movement, monitoring radio traffic and responding with personnel changes, vehicle exchanges, or other changing conditions. Identifies problems and takes corrective action to resolve service issues, and documents the process. Collaborates with scheduling and customer service to ensure premier service.
2. Ensures safe service by evaluating operator's competency to drive, reviewing DVIR's and communicating with maintenance on concerns of vehicle safety and availability and responding to passenger incidents. Communicates any weather or traffic conditions affecting service. Assesses training needs and coordinates any operational and safety training with the Safety, Security and Training Officer.

Assists with driving process improvement by defining, reviewing, identifying, verifying and executing problem solving, analysis, and linking to strategy.

Responds to accidents or emergencies by obtaining details, informing appropriate management, emergency personnel, or law enforcement, obtaining help for drivers and rerouting other vehicles to pick up passengers. Coordinates drug testing if required. In coordination with the safety supervisor, investigates and analyzes accidents to determine cause, report findings and recommend corrective action.

Achieves and maintains rapport with drivers by asking questions to gain an understanding of their needs and current situation, tracking leave requests, answering requests in timely pleasant manner, keeping them informed of policies and procedures, and relaying information to proper departments.

Serves as a good steward of public resources by monitoring overtime, efficiencies, lost time incidents, and adherence to maintenance policies and procedures.

Ensures or completes record keeping by documenting procedures and decisions; maintaining required documentation; inputting and maintaining computer applications, forms, and logs; reviewing operator documents for accuracy, response, and timely delivery to appropriate departments; collect, analyze, and track operating data as assigned. Completes daily clerical assignments such as clipboards for following day's service. Ensures payroll information is accurate and timely.

Contributes to the team by training assigned employees.

Will support the implementation, routine, and day-to-day functions of the SRTA Safety Management System (SMS) in accordance with the Agency Safety Plan (ASP).

Supervises assigned staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring that employees follow policies and procedures; and making hiring, termination, and disciplinary decisions and recommendations.

Maintains cooperative relationship with coworkers and management by communicating necessary information, responding to requests, building rapport, and participating in problem solving methods

Maintains trust, confidence and protects the organization by keeping information confidential and disclosing only on a need to know basis; ensuring high ethical standards; and using good customer service skills to meet standards with both internal and external customers.

Ensures communication and positive image of Authority by answering information calls about service, maintaining standards, and clearly communicating customer cancellations and other schedule changes to all operators and Customer Service Representatives. Reviews critical incidents, exceptions to policy and/or goal achievement with Chief Operating Officer and designated staff as necessary.

Maintains cooperative relationship with coworkers and management by communicating necessary information, responding to requests, building rapport; and participating in problem solving methods.

Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and general public. Keeps management and staff informed of critical information needed to ensure smooth operations.

Maintains professional and technical knowledge by attending educational classes/workshops; maintaining detailed knowledge of service area, policies for operations and drivers, and service requirements.

Responds to situations by driving transit vehicles to back-up operators, dispatchers, or responding to emergencies.

The employee must identify and familiarize himself/herself with the Agency Safety Plan and the System Security and Emergency Preparedness Plan.

The Authority is an equal employment opportunity employer.