Under regular direction and in compliance with standard operating procedures and policies, supervises fixed route, paratransit, and trolley operations at the Greenlink Terminal. Exercises limited discretion in the interpretation and application of standard policies, procedures, and rules. Ensures transportation services operate efficiently and safely. Analyzes current route performance and makes changes as necessary to ensure all transportation services operate on-time according to publicized service schedules. Authorizes detours during extreme weather conditions, road construction, and special events. Assists management in the investigation of complaints. Through subordinate Transit Dispatchers, creates weekly work schedules for operators, ensuring that all shifts are covered while minimizing overtime. Maintains accurate records of employee work hours. Uses records to verify payroll for subordinate operators. Assists operators, dispatchers, and management as needed. Performs duties of Greenlink Transit Dispatcher as needed. Operates buses, trolleys, and paratransit vehicles as needed to fill empty shifts or relieve operators for required break periods. Supervises assigned personnel. Responds to accidents, collects necessary information, and documents scenes appropriately. Serves as a subject matter expert on the Accident Review Committee and Greenlink’s Safety Committee as required. Escorts operators to Department of Transportation (DOT) drug testing, as needed. Conducts yearly performance evaluations on all direct reports. Aids in interviewing and selecting new operators and dispatchers. Monitors and reports violation of safety and operational policy or procedures to the appropriate manager. Facilitates training for new operators, dispatchers, and supervisors as needed regarding Greenlink standard operating procedures, policies, and service area.

Essential Functions

% of Time

• Supervise Operations: Supervise daily operations from the Greenlink Terminal and along fixed routes in Greenlink’s service area. Each morning open Greenlink Operations & Maintenance Facility as assigned. Prepare paperwork for operators, ensure all operators are clocked in on time, and supervise pre-trip inspections of buses. Monitor the safety and security of Greenlink Terminal and all buses. Coordinate with law enforcement as necessary to maintain a safe and comfortable environment for employees and customers. Monitor routes daily, authorizing rerouting as necessary due to current conditions. Participate in the development or modification of routes and service schedules as needed. Analyze traffic and passenger data to identify schedule problems and report information to the General Manager for Transit Operations. Assist operators during breakdowns and emergencies. Monitor weather conditions and make recommendations about continuation of service. Observe condition of bus stops and shelters during road supervision or ride-a-longs and report any items that need to be cleaned or repaired to Facilities Maintenance. Interact with the public to answer questions, resolve service complaints, and successfully manage conflict. Assist in the investigation of citizen complaints and accidents/incidents. Retrieve video from buses when complaints are received, or accidents/incidents are reported. Clip video and store in proper location. Ensure all videos are documented with complaint/accident/incident information. Determine validity of complaints based on video evidence. At the end of the service day, close Greenlink Terminal, ensuring all buses are shut down properly, post-trip inspection forms completed, and all employees have clocked out. Aid in counting money from daily ticket sales. Ensure all scheduling, documentation, data entry, and fleet monitoring performed are completed in an accurate and timely fashion in compliance with Greenlink/GTA or City policies and policies, as well as state and federal regulations. Through subordinate Transit Dispatchers, coordinate quarterly schedule selections, annual vacation selections, and ensure all weekly or daily scheduling needs for fixed route, trolley, and paratransit services are met. Minimize overtime as often as possible. Participate in the development of new policies and procedures, as well as make recommendations of new policies and procedures. Fill in for Bus/Trolley Operator and Transit Dispatcher as needed. Each supervisor will be assigned one of the following areas of focus:
• • Shifts varying from AM, Mid-Day, and Evening.
  • Oversee Trolley operations. Participate in the development or modification of trolley routes. Serve as a liaison with other City departments and coordinate trolley service for special events and ball games. Serve as a Paratransit Operator for paratransit needs in trolley service area when needed.
  • Oversee Dispatch operations. Develop weekly schedules for Transit Dispatchers.

40%

• Supervise Assigned Staff: Supervise assigned staff, including setting performance expectations and standards and prioritizing and assigning work. Ensure staff compliance with all City of Greenville, Greenlink/Greenville Transit Authority (GTA), South Carolina DOT, and Federal Transit Administration (FTA) rules, policies, and procedures. Evaluate operator performance through road observations or ride-a-longs to ensure safe and efficient operation of buses. Provide ongoing feedback and guidance to Operators operators to improve services and operational efficiency. Instruct, advise, coach, evaluate, and discipline as necessary subordinate operators on the safe and efficient operation of equipment. Identify and recommend retraining for operators, as needed. Review video and real-time alerts from various video monitoring systems and coach subordinates as needed. In coordination with department management, provide timely and accurate discipline consistent with Human Resources policies. Write and conduct annual performance evaluations. Monitor attendance, time off requests, and vacation. Assure shift start/end times are accurately recorded in timekeeping system. Approve payroll for subordinate employees based on work schedules. Aid in interviewing and selecting new operators and dispatchers.

40%

• Ensure Compliance with Safety Policies and Procedures: Support management in the implementation and continuous improvement of Transit Safety Management System processes and activities. Monitor compliance with Greenlink’s Agency Safety Plan to ensure a safe work environment. Document and investigate safety-related issues or concerns directly observed or reported by front-line employees or the public. Conduct and document a preliminary hazard analysis of reported safety issues or concerns. Respond to accidents/incidents, ensure all required paperwork is complete and correct. Report any workplace accidents in a timely manner to all necessary parties (e.g., Transit Management, Risk Management, and Employee Health Center). Escort operators to DOT required random drug testing, as needed. Serve as a subject matter expert on the Accident Review Committee and Greenlink’s Safety Committee as required.

10%

• Provide Training for New Bus Operators: Assist in training new operators on Greenlink/GTA and City policies and procedures. Conduct department orientation, behind-the-wheel and classroom training as needed and in compliance with all Greenlink/GTA, City policies and procedures, state and federal regulations, and industry best practices. Assist Safety & Training Specialists and CDL trainers in coordinating refresher and remedial training activities.

10%

Perform other duties as assigned.

• High school diploma or equivalent.

• Over two (2) years of progressively responsible experience in transit operations.

• Accident Investigation training/Certification within six (6) months of hire.

• At least one (1) year of supervisory experience.

• Valid South Carolina Class B Commercial Driver's License (CDL) with air brake provision and passenger endorsement.

• Federal, state, and local laws and regulations pertaining to transit operations.

• The Americans with Disabilities Act (ADA) requirements for public transportation fixed route and paratransit services.

• Industrial safety and general safety rules and regulations applied to a public transportation system.

• Drug and alcohol testing requirements for safety-sensitive employees.

• Investigative techniques, complaint resolution, analyzing situations and identifying problems, and exercising sound judgment in making decisions.

• The principles and practices of transit fixed route and paratransit operations.

• Traffic rules, regulations, laws and procedures for the safe operation of Class B commercial vehicles, including complete familiarization with its systems and safety features.

• Safety reporting and hazard analysis within FTA’s Safety Management Systems.

• Greenlink’s standard operating and emergency response procedures.

• The fare structure, transfer regulations and the rules and procedures governing Bus Operators.

• The geography and roadways of assigned routes within the entire Greenlink service area, and hours of service.

• Bus operator scheduling procedures.

• Organizational development techniques and methods as related to curriculum development and training programs for Bus and Paratransit Operators.

• Comprehensive, specific technical knowledge of the major functions within assigned areas of responsibility.

• Computer programs sufficient to enter, retrieve, and interpret operational data.

• Proper procedures for safely cleaning bodily fluid spills per the Bloodborne Pathogen Policy.

• Proper use of Personal Protective Equipment (PPE).

• Two-way radio communication procedures and telephone etiquette.

• Customer service and de-escalation techniques.

• Coordinate complex work scheduling for all operators while accommodating mandatory activities such as various meetings and skills training.

• Successfully transition new policies and plans to operating personnel and ensure all are followed and applied consistently.

• Plan, organize, coordinate, direct, control, and manage the assigned areas of responsibility.

• Supervise employee performance and motivate, train, evaluate, counsel, and discipline as required.

• Monitor on-time performance and service delivery.

• Identify and report safety issues and concerns that are observed during essential job functions.

• Conduct accident, incident, and complaint investigations.

• Respond on-scene to emergency events and coordinate with both internal and external personnel at the scene to resolve the emergency.

• Identify problems, collect data, determine facts, and draw valid conclusions.

• Provide clear and concise direction to coworkers and customers as required.

• Perform all essential functions of the Transit Dispatcher, Bus Operator, Trolley Operator, and Paratransit Operator as required to cover deficiencies in staffing and ensure ongoing operational service for customers.

• Anticipate, identify, and correct operational or logistical deficiencies to ensure uninterrupted service for customers.

• Coordinate with Transit Dispatchers and other supervisors to ensure continuity of operations following emergency events.

• Communicate effectively in oral and written form to complete paperwork, and effectively communicate with clients, employees, and the public.

• Establish and maintain an effective working relationship with employees, customers, and the public.

• Resolve low-level customer complaints satisfactorily and without unnecessary conflict.

• Remain calm and work effectively with passengers and co-workers.

• Function in a work environment with moderate noise level from several sources creating constant activity.

• Retrieve and successfully store video footage from various on-board video monitoring platforms.

• Use mirrors to view objects behind and to the sides of the vehicle.

• Operate wheelchair lift systems.

• Perform pre-/post-trip inspections of transit vehicles.

• Be available to work a flexible schedule that includes nights, weekends, holidays, working split shifts, and a reasonable amount of overtime.

• Work independently under stressful conditions and react appropriately using good judgement.

• Effectively prioritize simultaneous demands.

• Read, analyze, and interpret traffic and passenger data, daily schedules, professional journals, policies, and other documents used by the department.

• Make mathematical calculations and draw logical conclusions.

• Write reports, prepare business letters, general documents, and compose emails in a clear and professional manner.

• Operate various types of transit vehicles to include fixed route buses, paratransit vans, passenger vans, and cars safely in heavy traffic and under various environmental conditions (such as rain, nightfall, and fog).

• Operate various types of dispatching equipment to include two-way radios, multi-line phone system, and appropriate cell phone usage.

• Operate general office equipment to include scanner, printer, copier, telephone, fax, calculator, camera, and computer with Microsoft Office Suite.

• Utilize specialized software and systems to include Automated Vehicle Location tracking system, FTA Safety Management System, and on-board video monitoring platforms.

Primary Work Location: Office environment, Operations & Maintenance Facility, Greenlink Transit Center, fleet vehicles, and outdoors (roadways).

Protective Equipment Required: Closed-toed and close-heeled shoes with slip-resistant soles and safety vest.

Environmental/Health and Safety Factors:

Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work. Daily exposure to respiratory hazards, noise and vibration, and physical hazards. Seasonal exposure to extreme temperature and wetness and/or humidity. Constant exposure to mechanical hazards. Frequent exposure to physical danger or abuse. Rare exposure to chemical hazards, fire hazards, and communicable diseases.

Physical Demands:

Continuously requires vision, hearing, and talking. Frequently requires standing, fine dexterity, walking, sitting, reaching, handling, pushing/pulling, and twisting. Occasionally requires lifting, carrying, foot controls, bending, and crouching. Light strength demands include exerting up to 20 pounds occasionally, 10 pounds frequently, or negligible amounts constantly AND/OR walking or standing to a significant degree.

Mental Demands:

Frequently requires time pressures, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, and noisy/distracting environment. Occasionally requires emergency situations.

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.