Position Title:

Demand Response Supervisor

Job Code:

Job Code: DRDSUP

Pay Range:

$8,109.00 - $9,446.00

Job Description:

FLSA Exempt

Represented

Summary

The Demand Response Supervisor is a supervisory position within the Operations Department responsible for various aspects of the Demand Response Dispatch office to include managing communication systems, planning, scheduling, and assigning vehicle and work assignments for Demand Response Operators. Ensures efficient utilization of personnel, vehicles, and other agency resources, as well as delivering safe and timely service. Responds to, investigates, and documents incidents and events, customer comments, and personnel issues. Must demonstrate customer service as a core value through all actions and decisions, and help ensure C‑TRAN builds a culture of safety, equity, and inclusion in all facets of the work.

The work schedule and regularly scheduled days off for this position are subject to change based on bid assignment and may vary depending on the needs of the organization. Work is performed at all hours, including nights, weekends, and holidays.

Scope of Responsibility

The incumbent will apply technical and professional knowledge to a wide diversity of work activities involving a high degree of complexity while operating from established and well-known procedures. Contacts frequently contain confidential and sensitive information, necessitating discretion at all times.

Work is performed independently with minimal supervision from the Operations Manager and considerable judgment is exercised in the execution of duties.

Supervision is exercised over delivery of Paratransit and Microtransit Services, as well as Demand Response Operators. Supervision may extend to Fixed Route Operators and Operations Analysts as needed.

Performance is measured through reports, conferences, and review of results achieved. Errors in judgment could have a major impact on public perception of transit services, efficient utilization of transit fleet, passenger and public safety, and potential liability.

Duties are performed in cooperation with other C-TRAN staff, including Fixed Route Dispatch and other Operations Supervisors and Managers. Strong teamwork is an essential component of success in the position. The individual is required to apply sound supervisory principles and techniques in carrying out their duties.

Essential Functions

The following summarizes the essential or key responsibilities/attributes of the position the incumbent will be required to perform with or without reasonable accommodation:

• Evaluate, coach and mentor the performance of Demand Response Operators as appropriate and consistent with C-TRAN policies, procedures, and labor agreements. Oversight may extend over Fixed Route Operators as needed.

• Plan, schedule, and assign work assignments to meet service demands while maintaining productivity and efficiency, and consistent with provisions of labor agreements. Oversee next day and same-day ride scheduling, and efficient use of vehicle assignments.

• Manage the equalization of operator hours, processing leave requests, publishing operator schedules, logging absences, and overseeing other operator related work as needed.

• Memorize and accurately recall Clark County and north Portland geography including location of major roads, neighborhoods, schools, parks, key landmarks and buildings, and the overall system of addressing.

• Oversee and manage operator communications and operator breaks. Monitor radio and text transmissions to ensure schedules are maintained and operator inquiries are addressed.

• Identify causes of service disruptions (incidents, breakdowns, delays, etc.) and take corrective action, as well as notifying appropriate stakeholders, to include managers, other supervisors, customer service, etc.

• Determine the adequacy of service and make adjustments as needed on a daily basis.

• Respond to, investigate and document incidents and events, customer comments, and personnel issues.

• Monitor route performance and recommend changes to the Manager of Operations to correct service deficiencies and improve productivity and maintain customer satisfaction.

• Effectively utilize all technology and equipment related to the position, including ride booking and scheduling software, radio equipment, CAD/AVL/MDC, computers, voice recording systems, and other software necessary to the position.

• Prepare and maintain legible, concise, and understandable logs, reports, statistics, evaluations, memos, etc. Ensure other supervisors are aware of circumstances which may affect current or future service.

• Administer the Drug and Alcohol Policy by providing notifications, duty relief, and monitoring of operators for random and post-accident testing.

• Disseminate pertinent information in a timely manner regarding special events, fare policy, safety issues, construction impacts, confidential memos and notices, and C‑TRAN policies and procedures.

• Respond in a courteous and professional manner to inquiries from other C-TRAN staff, outside organizations, elected union officials, and the public.

• Promote positive morale within the workplace.

Other Functions

• Be on-call to assist during adverse weather conditions, major special events, etc.

• Participate as a member of committees, meetings, etc. as assigned.

• May participate as a member of the Operator Run-Cut committee.

• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Requires knowledge of the field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by example in the above job description, and other demand response related duties.

• Requires extensive understanding of the Americans with Disabilities Act (ADA) and its relevance to public transportation. Must understand the special transportation needs of older adults and people with disabilities, as well as other medically fragile and vulnerable populations.

Skill in

• Requires extensive customer service skills and ability to communicate effectively both orally and in writing; establish and maintain effective working relationships with employees and the general public; maintain courteous and professional manner; and facilitate an atmosphere of teamwork, support, and cooperation.

• Proficiency in several job-specific training courses and self-education required within a time frame specified by the Manager of Operations. They include, but are not limited to, C-TRAN Policies and Procedures, Department of Transportation approved Collision Investigation Certification, Emergency Response, First Aid/CPR, ADA, Reasonable Suspicion Drug and Alcohol Testing, Blood-borne Pathogens, Fare Policy, Defensive Driving, Diversity, and Harassment Prevention in the Workplace.

Ability to

• Ability to thoroughly understand labor contracts and application of agreements. Develop and maintain a working knowledge of all applicable labor contracts including, but not limited to, agreements covering Demand Response Operators.

• Requires ability to work in a fast paced, multi-tasked environment.

Education and Experience

Requires at least three (3) years of applicable supervisory experience, or education and experience sufficient to demonstrate complete competency and knowledge of the principles of modern supervisory and dispatch practices.

Working Conditions

Responsibilities of this position may result in frequent, abrupt, and unexpected changes in work assignments, goals, deadlines, and length and irregularity of work hours to complete assignments before or after the assigned workday. Requires long periods of sitting with a sit-stand desk available. Occasional exposure to adverse public relations conditions may occur.

Additional Requirements

• Regular, dependable attendance required.

• Must be able to work all shifts including holidays, weekends, nights, and irregular hours and be able to accommodate adjustments in work schedule, shift, and/or duty assignment as needed to meet operational demands. The work schedule and regularly scheduled days off for this position are subject to change.

• Must possess a valid driver’s license from the state of residence and maintain a good driving record. A Class B Commercial Driver’s License may be required within a specified time frame, if determined by C-TRAN.

• Must be able to comply with C-TRAN’s nonsmoking policy and work in a nonsmoking work environment.

• Must pass an employment physical examination and drug test to be certified for the position.

• Must be able to perform the essential functions of the position, with or without reasonable accommodation.

• Must promote and model safety within the department and agencywide through reporting and addressing safety issues, supporting safety campaigns, maintaining a safe work area, assisting in safety training documentation, and certification record keeping.

• This is a safety sensitive position subject to Federal Transit Administration Drug and Alcohol Testing Regulations.

Amalgamated Transit Union

This position is covered under the provisions of an agreement with the Amalgamated Transit Union (ATU) Local 757.

Immigration Reform and Control Act of 1986.

If selected for the position, documentation that you are a United States citizen, or an alien lawfully authorized to work in the United States will be required to establish your identity and work authorization in accordance with the employer’s obligation under the Immigration Reform and Control Act of 1986.

Criminal Background Investigation.

If selected for this position, employment will be conditional, pending completion of a criminal background investigation.

Public Disclosure Policy No. 510

All employees are required to retain public records, in accordance with C-TRAN’s Public Disclosure Policy No. 510. A public record is defined in RCW 42.56.010(3) as any writing that is prepared, owned, used, or retained by any state or local government agency, and which contains information that relates to the conduct of government, or the performance of any governmental or proprietary function. The term “writing” is broadly defined in the Public Records Act, to include not only traditional written records, but also photos, maps, videos, voicemails, webpage and social media content, emails, text messages and tweets (RCW 42.56.010(4)).

---------------------------------------------------------------------------------------------------------

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive list of work requirements. Individuals may perform other assigned duties, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Our EEO Policy

CTRAN is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.