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Supervisor, TRIP Operations

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Supervisor, TRIP Operations

Salary

$76,689.60 - $124,467.20 Annually

Location

Minneapolis, MN

Job Type

Full-Time

Job Number

2024-00518

Division

Metro Transit

Department

Transit Rider Investment Prog

Opening Date

12/02/2024

Closing Date

12/16/2024 11:59 PM Central

• Description

• Benefits

• Questions

WHO WE ARE

We are the Metropolitan Council , the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website. (https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx)

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

We are currently hiring two (2)Supervisor of Transit Rider Investment (TRIP) Operations positions that will be responsible for overseeing the day-to-day operations of the assigned shift. The shift supervisors directly plan, coordinates, and manages the daily activities and operational expectations of TRIP agents, focusing on the appropriate level of engagement, education, and resource opportunities for customers. The positions require comprehensive knowledge of Metro Transit policies, procedures, and relevant information to provide accurate guidance to TRIP agents. These roles ensure that the TRIP Department's policies and procedures comply with TRIP program requirements as defined in Minnesota State Statute.

TRIP Supervisors report to the TRIP Manager or their designee and must also adhere to the instructions of other Metro Transit officials.

These positions will work onsite at either the Heywood Garage in Minneapolis or the Green Line Operations & Maintenance Facility in St. Paul. Hours will vary with the requirement to work any shift including nights, weekends, and some holidays.

NOTE: We are creating an eight-month eligible list for current and future positions. Candidate's permanent residence must be in Minnesota or Wisconsin.

What you would do in this job

1. At the start of each TRIP Agent’s shift, the Supervisor will offer daily direction and guidance to create a productive and positive work environment:

• Assign teams and send the daily shift lineup to dispatch, Metro Transit Police Department, and TRIP management.

• Ensure that agents arrive on time and are ready to work.

• Confirm that TRIP Agents have the necessary equipment (e.g., properly charged radios, working validators, ticket books, medical/resource shoulder bags, Narcan, pens) before the start of their shift.

• Provide directions regarding the day’s work, including route assignments, special events, and detours.

• Ensure proper communication of information contained in the roll call book.

• Assign break times.

• Issue and manage TRIP Transfers (fare tickets issued to riders presenting a ride coupon or token).

  2. During the TRIP Agent’s shift, the Supervisor is responsible for ensuring that TRIP Agents stay on task and deliver exceptional customer service to riders and employees. This may include:

• Redirect staff in the event of an incident.

• Address any issues or concerns that arise during the shift, such as procedural questions or customer complaints.

• Ensure each team has an assigned agent to accurately complete daily log sheets.

• Make sure TRIP Agents adhere to proper guidelines when issuing citations.

• Ensure TRIP Agents follow protocols when encountering a Person in Crisis (PIC).

• Ensure TRIP Agents handle potentially dangerous scenarios (e.g., weapons, narcotics) according to established guidelines.

• Maintain a proactive and efficient approach, such as switching LRT cars every 2-3 stops.

• Ensure proper radio etiquette is followed.

• Provide guidance to TRIP Agents when service interruptions occur due to emergencies, including weather-related issues.

  3. At the conclusion of the TRIP Agent’s shift, the Supervisor will:

• Ensure reports are completed accurately (e.g., incidents, Narcan usage, broken equipment).

• Ensure TRIP Agents follow guidelines for entering citations at the end of their shift.

• Confirm that the equipment is returned and properly secured.

• Complete shift notes to facilitate effective communication with other Supervisors and TRIP management.

  4. Performs other TRIP agent shift supervision and oversight duties:

• Manage scheduling matters such as vacation requests, sick leave, tardiness, and no-shows.

• Maintain the roll call book, ensuring it is updated with events, downloadable passes, daily log sheets, memos, procedures, bulletins, and weather information.

• Ensure TRIP Agents are knowledgeable about workplace safety.

• Document violations and submit them to the Assistant Manager.

• Document TRIP Agents’ performance and enforce established rules and procedures.

• Conduct fit-for-duty observations of TRIP Agents.

• Oversee and schedule drug and alcohol testing.

• Conduct evaluations for turn-in and probation checkpoints.

  5. Performs related duties as apparent or assigned.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of professional experience in transit, transportation, public safety, or similarly related field including one (1) year of verifiable lead or supervisory experience and completed degree in transportation, business management/administration or a related discipline:

• High school diploma/GED with seven (7) years of experience including one (1) year of lead or supervisory experience

• Associate degree with five (5) years of experience including one (1) year of lead or supervisory experience

• Bachelor's degree or higher with three (3) years of experience including one (1) year of lead or supervisory experience

License Requirement :

• Must have a valid driver's license and an acceptable driving record.

*Alternative Lead Credit for Metropolitan Council Employees: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Metro Transit Leadership Academy = 1 year

Project Management Development Program (12-month session) = 1 year

Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience:

• Leading Self-Personal Effectiveness Certificate

• Leading Self-Communication Certificate

• Leading Self-Business Skills Certificate

• Leading Others-Preparing for Supervision Certificate

What additional skills and experience would be helpful in this job (desired qualifications):

• Supervisory or lead experience in a transit environment.

• Experience working in a unionized environment.

• Intermediate Microsoft Skills in Outlook, Word, Excel and PowerPoint.

• Strong customer service skills with diverse clients and agencies.

• Experience creating and presenting a detailed or complicated message to groups of people (including internal, external and diverse customers).

• Experience responding to elevated issues (E.g., heated discussions, emergencies or security concerns) and able to manage the situation and resolve problems using critical thinking skills.

• Experience in multi-tasking and prioritizing competing demands.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of management practices, principles of supervision.

• Knowledge of federal, state, and local laws regulating public transportation.

• Knowledge and ability to use critical thinking

• Basic skills in Microsoft Word, Excel, Outlook, PowerPoint and other transit agencies computer system applications.

• Shows initiative and ability to lead, train, coach and motivate TRIP agents.

• Demonstrated critical thinking skills with a focus on generating effective solutions by working individually and collaboratively.

• Strong customer service skills to provide quality client services to the public and other agencies within the organization.

• Strong verbal communication skills with the ability to proactively listen and effectively interact with a diverse group of people.

• Ability to write accurate routine and correspondence reports.

• Ability to enforce established rules and procedures.

• Ability to travel between buildings and field location sites and work outdoors.

• Ability to create presentations and speak to internal and external customers.

• Ability to respond to emergencies or elevated security issues, manage the situation and resolve any problems.

• Ability to multi-task and prioritize competing demands.

• Ability to adapt and effectively communicate in a variety of settings within a highly diverse population and workplace.

• Ability to convey a calm presence in a changing, stressful environment

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

• We encourage our employees to develop their skills through on-site training.

• We provide a competitive salary, excellent benefits and a good work/life balance.

  More about why you should join us! (http://metrocouncil.org/Employment/Making-A-Difference.aspx)

Additional information

Union/Grade: Transit Managers and Supervisors Association (TMSA) / Grade G

FLSA: Non-exempt

Safety Sensitive : Yes, subject to random Non-DOT drug test.

What your work environment will be:

Work is performed primarily in the field. Requires conducting field inspections and off-site duties as required. Position has exposure to working near moving parts, fumes airborne particles, outdoor weather conditions and vibration. Position requires travel between primary worksite to other sites.

Physical Requirements:

Regularly required to sit for long periods, stand/walk occasionally, speak, hear normal conversation and telephone ring tones, operate a computer and other office equipment. Reach with hands/arms frequently below chest height and occasionally overhead. Must occasionally lift/carry/push/pull up to 25 pounds, must have adequate close vision for reading and computer work.

What steps the recruitment process involves:

• We review your minimum qualifications.

• We review your Work Record Evaluation (ATU internal employees).

• We rate your education and experience.

• We conduct a structured panel interview.

• We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council , you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council , you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund

• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan

• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%

• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• Well@Work clinic

• bus/rail pass valued at over $1200 per year

• parking at many job locations

• fitness centers at many job locations

• Employee Assistance Program

• extensive health and wellness programs and resources

  01

  Applicant Instructions: It is important thatyour application shows all relevant education and experienceyou possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume to your application, it will be reviewed at the education and experience review step. I have read and understand the above instructions regarding my application and supplemental questions.

• Yes

• No

  02

  How did youfirsthear about this job opening?

• CareerForce Center

• Community Event/Organization

• Employee Referral

• Facebook

• Glassdoor

• Indeed

• Job Fair

• LinkedIn

• Metro Transit Bus Advertisement

• Twitter

• Website: governmentjobs.com

• Website: metrocouncil.org

• Website: metrotransit.org

• Website: minnesotajobnetwork.com

• Other

  03

  If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title. Type N/A if not applicable.

  04

  Do you have a valid driver's license and good driving record?

• Yes

• No

  05

  Do you have one (1) year of lead or supervisory experience? Please refer to the job posting for leadership and internal employee qualifications.

• Yes

• No

  06

  Please describe your lead or supervisory experience in a Transit environment including your job title, duration, and general duties. If this doesn't apply to you, type 'N/A'.

  07

  Please describe your experience working in a unionized environment. If this experience doesn't apply to you, type 'N/A'.

  08

  Please select the computer applications below that you have experience using. Select all that apply.

• Microsoft Outlook

• Microsoft Word

• Microsoft Excel

• Microsoft PowerPoint

• None of the above

  09

  Please describe your experience using the computer applications selected in the previous question. If you selected "none", type 'N/A'.

  10

  Please describe your experience providing customer service to diverse clients and agencies including job title, duration, and general job duties. If this doesn't apply to you, type 'N/A'.

  11

  Please describe your experience responding to elevated issues in a professional setting (i.e. heated discussions, emergency or security concerns, etc.). Your response should include at least one example of a situation, how you managed the situation, and resolved the problem. If this doesn't apply to you, type 'N/A'.

  12

  Please describe your experience creating and presenting a detailed or complicated message to group of people (internal, external, and diverse customers). Your response should include the situation, your audience, your message and the outcome. If this does not apply to you, type 'N/A'.

  Required Question

Agency

Metropolitan Council

Address

390 Robert St. N.St. Paul, Minnesota, 55101

Website

https://metrocouncil.org

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