Service Supervisor

Basic Function

Responsible for managing safe, efficient, and reliable bus services in conjunction with Bus Control. Oversees bus operations including, daily service, detours, special bus orders/events, and emergency shuttle services (bus bridges, scheduled and unscheduled). Performs supervisory duties relative to the oversight of bus service, including monitoring and evaluating bus operator performance. Maintains open communication with the public to ensure quality, courteous customer service.

Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures.

Responsibilities and

Specific Duties

Oversees and advises Bus Operators concerning the proper application of rules, policies, and operational procedures to ensure safe, timely and efficient service to METRO's customers and the general public

Oversees and manages the daily activities in the field associated with the Authority's fixed route bus services

Maintains and optimizes bus service reliability by implementing failure management strategies which include real time on-street service management, delay mitigation techniques (route diversions), and any other METRO resources Maintains on-time performance by means of on-street service adjustments

Operates a computer aided multi-channel radio for assistance requests from Bus Operators and other METRO operations support personnel, public emergency services agencies, and the general public

Directs Operators during emergencies, equipment breakdown, and service delays using a computer-aided dispatch system and multi-channel radio equipment

Monitors routes for adverse operating conditions (e.g., construction, road conditions, weather, special events, accidents, street closures, emergency situations) that may cause delays and responds appropriately to maintain or restore scheduled services; also monitors the conditions of shelters and stops for repair, replacement, and cleaning

Responds to scenes of bus accidents to investigate, assist, re-route traffic or re-route services and maintain safety to reduce potential for further accidents

Identifies existing or future potential issues impacting the efficiency or effectiveness of fixed route service delivery and advances these issues to appropriate department(s) for resolution

Responds to service interruptions relating to disgruntled METRO customers and provides information and assistance to customers, as needed

Troubleshoots equipment problems, within the parameters of Service Supervision and with the tools provided by Maintenance. Works in collaboration with Bus Control to implement service recovery strategies, as needed

Coordinates unscheduled bus bridge services between rail stations as needed and directed by Bus Control. Manages scheduled bus bridge services consistent with assigned bus bridge routes

Responds to Bus Operators' requests for information, or assistance and relays information to Bus Operators that pertain to operational issues (e.g., detours, charters, police activities and other special events). Assists Bus Operator in collecting the necessary information to complete accident reports

Research complaints filed against Bus Operators as requested (which may require meeting patrons in the field) and prepare a professional report of findings and actions taken to ensure safe, courteous, and efficient service

Performs undercover surveillance when necessary to confirm customer complaints or other reports regarding Operators' driving performance and/or behavior

Performs a variety of administrative duties, including but not limited to writing and submitting thorough and comprehensive reports that pertain to incidents, accidents, service conditions; notifying 311, Facility Maintenance or other public entities of road and passenger amenity conditions; checking restroom stops for cleanliness quarterly; identifying restroom stops for each service change; conducting daily safety contacts with Operators; and transporting operators for replacement in the event of accidents, post-accident drug screening, and random drug testing

Provides excellent customer service to METRO internal and external customers

Applies SMS (Safety…