Microtransit Driver – Lead

Job Summary

The Microtransit Driver – Lead operates City microtransit vehicles to provide safe, reliable, and customer-focused on-demand transportation services primarily on military installations and to designated locations immediately off post. This position utilizes a ride-on-demand application to respond to real-time passenger trip requests while complying with security requirements, traffic regulations, and service standards unique to controlled-access environments. In addition to performing the full range of Microtransit Driver duties, the Lead Driver provides direct supervision of Microtransit Drivers, including performance oversight, scheduling coordination, coaching, and participation in corrective and progressive discipline processes.

The position also mentors and trains drivers, delivers day-to-day operational guidance, and supports dependable service delivery, rider accessibility, and the successful operation of the City’s Microtransit program.

• Safely operates City microtransit buses or vans primarily on military installations and to designated locations immediately adjacent to the installation, in accordance with security requirements, routing instructions, schedules, and City policies.
• Provides on-demand transportation services using a ride request and reservation application, similar to commercial ride-share platforms, and responds to real-time trip requests in accordance with established service parameters.
• Complies with all military installation access requirements, traffic regulations, security protocols, and coordination procedures while operating on-post or in controlled access environments.
• Performs required pre-trip and post-trip vehicle inspections; identifies safety concerns; and reports maintenance or repair needs verbally and in writing in accordance with established procedures.
• Maintains the cleanliness, safety, and professional appearance of assigned vehicles, including interior and exterior areas.
• Operates onboard vehicle equipment and technology, including wheelchair lifts, ramps, securement systems, tablets, mobile devices, and push-to-talk applications as applicable.
• Assists passengers with boarding, exiting, and securement as required by the Americans with Disabilities Act (ADA), including providing physical assistance and safely evacuating passengers during emergency situations when necessary.
• Accurately maintains required passenger, trip, and vehicle records using both electronic systems and manual documentation as required.
• Provides courteous, professional assistance to passengers, including general information regarding microtransit services, ride-request procedures, and applicable transit policies.
• Communicates effectively with dispatch, supervisors, and program staff regarding service conditions, route issues, traffic delays, passenger concerns, or safety matters.
• Adheres to all safety practices and procedures and operates vehicles in a safe, efficient, and customer-focused manner at all times.
• Maintains a professional personal appearance and an orderly, professional vehicle and work area.
• Establishes and maintains effective working relationships with passengers, coworkers, dispatch staff, military installation personnel, supervisors, and other City staff.
• Performs other duties and responsibilities as assigned.

• Serves as a lead worker by mentoring, training, and providing day-to-day guidance to new and less experienced Microtransit Drivers, including onboarding, route and service-area familiarization, use of ride-on-demand technology, customer service standards, and safe vehicle operation practices. Participates in hiring boards and assists in training of new and current employees as assigned.
• Manages, counsels, and monitors performance and attendance of shift drivers and supports the Lead Dispatcher in assessing the performance of shift dispatchers.
• Provides operational direction to drivers during assigned shifts in the absence of supervisory or management staff, within established policies and procedures.
• Assists the IGSA Transportation Manager in overseeing driver and dispatcher operational compliance requirements, including monitoring timesheets, vehicle and dispatch equipment maintenance reporting, and adherence to contract service standards.
• With oversight from the IGSA Transportation Manager, assists in the professional investigation of complaints against drivers, accidents involving drivers, and complaints involving dispatchers, and supports initiatives to determine root causes and implement corrective actions to reduce recurrence.
• With support from the IGSA Transportation Manager, oversees daily fleet pullout activities, pre-trip inspection compliance, and vehicle availability to ensure safe and efficient operations.
• In coordination with the Lead Dispatcher, monitors service performance and supports real-time operational adjustments to maximize efficiency and maintain on-time response to ride requests.
• Develops and coordinates…