Human Services Transportation Supervisor - Operations (Sunshine Line)

Job Overview

This position has multifunctional supervisory responsibilities; cross-trained and certified in all operational or customer service functions, including training, safety, and equipment maintenance.  May supervise a team of Paratransit Minibus Operators or a team of Customer Service Representatives (CSR) depending on the organizational assignment; ensuring that adequate resources are available for service and service delivery is efficient and effective; coordinates with other departments, local agencies, and community partners to meet organizational mission and objectives. 

Starting Salary

$58,947 - $76,627

Benefits

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Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional, and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

• Supervises assigned staff; monitors field operations to ensure exceptional transportation service is provided for seniors, persons with disabilities, and the transportation disadvantaged; ensuring compliance with Federal, State, and local requirements.
• Scheduling, assigning, and reviewing work; providing training and counseling; and evaluating performance. Monitors performance using performance metrics, reports, and field and side-by-side observations.  Conducts evaluations and uses coaching and progressive discipline to address employee performance or behavioral issues. 
• Participates in recruiting, interviewing, and onboarding process. 
• Investigates complaints, incidents, and service issues at the supervisory level.  Develops and implements corrective action plans to help resolve safety and service concerns.
• Coordinates with internal staff and local community agencies and partners to ensure services are properly delivered and needs are being met.
• Ensures required reports are prepared and submitted timely and maintains documents and files.
• Provides back-up coverage for other Supervisors/Managers and staff based on operational needs.
• Coordinates emergency/disaster services as a Transportation Coordinator at the Emergency Operations Center when activated which includes transportation services for special needs evacuation and dialysis transportation. 
• Performs other related duties as required.                
• Conducts initial training program for new employees, instructing and certifying operators based on current curriculum training plans. 
• Conducts recurring, refresher and reinforcement training and assists in the development of the Annual Training Plan to address identified trends and training needs for the Operations section.
• Maintains detailed training records for State and Federal compliance reviews.
• Reviews and verifies completed trips in the scheduling software.
• Reviews Operator driving behaviors to ensure on-time performance standards and proper delivery of service.
• Performs Safety Coordinator functions and is responsible for daily safety adherence as outlined in the System Safety Program Plan.  Responds to and investigates employee passenger and vehicle accidents/incidents, reported safety concerns, and helps develop comprehensive resolutions. Makes training recommendations for reinforcement training and the annual training plan. 
• Performs Vehicle Maintenance Coordinator functions and is responsible for ensuring that daily vehicle safety inspections are properly performed. 
• Coordinates vehicle maintenance and services with Fleet Management; reviews daily vehicle safety inspection reports; responds to vehicle breakdowns; and ensures ad