Supervisor-Fare Engagement

Description

• Assign schedules for Transit Fare Ambassadors to ensure the shifts are staffed appropriately, as well as assigns overtime to fill voids in shifts. Ensures that employees are paid appropriately by entering payroll data and tracking hours worked.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
• Preparing and analyzing complex data and comprehensive reports.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• Perform all functions of the Fare Ambassadors staff as needed.
• Plan the activities of Transit Fare Ambassadors assigned to the enforcement of Sound Transits fare policies in order to ensure compliance with fare policies and procedures and to maintain integrity of the Fare Ambassador Team. Keeps records on personnel performance, attendance as well as conducts training.
• Study Proof of Payment (POP) efficiency through field audits, meetings, surveys and other fact-gathering techniques in order to safeguard and ensure that the fare ambassador unit functions effectively. Ensures that Sound Transit revenue is not being lost due to negligence.
• Identifying problems or issues by looking at seemingly unrelated incidents, and bring to a conclusion specific situations in compliance with stated guidelines or agency directives in a timely, just and unbiased manner.
• Working cooperatively with other departments, Agency officials, and outside agencies.
• Developing, monitoring departmental, and program/project operating budgets, costs, and schedules.
• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.
• Coach, train and motivate staff; coordinate and/or provide staff training; and manage employee relations; manage the workflow and prioritization of projects and measure the performance of the division and all related staff and takes appropriate corrective action when necessary; provide advice and counsel to staff; develop developmental work plans for staff; implement or recommend corrective action, discipline and termination procedures as appropriate/necessary.
• Supervising, leading, and delegating tasks and authority.
• Communicate orally with members of the public, agency personnel and with representatives from other departments. Resolves fare disputes with patrons, explaining Sound Transit fare policies and providing other information requested by patrons. Successfully resolves issues with Fare Ambassador Staff, resolves problems related to fare issues with patrons.
• This position is responsible for supporting Fare Ambassadors in the field, setting up signage on platforms, and managing equipment and inventory. May be subject to bending, eye/hand coordination, grasping, hearing, kneeling, pushing, pulling, reaching, standing, talking, seeing, walking and carrying and lifting of objects up to 25 pounds.
• Supervise Transit Fare Ambassadors in the field. Participates in POP activities to ensure the Fare Ambassador Team is operating efficiently and revenue is not being lost.
• Applying project management and program development techniques and principles.
• All Supervisor-Fare Engagement are responsible for working one weekend day each week.
• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.
• Analyze fare inspection data and reviews trends using spreadsheets and other computer programs in order to make recommendations to management. Enters data into spreadsheets and other applications, as well as retrieving the data when necessary. This data includes information on rates of enforcement/evasions, achievement of department goals, etc.
• Researching, analyzing, and evaluating new service delivery methods and techniques.
• Plan, direct, coordinate, and review the work of assigned staff; assign work activities and coordinate schedules, projects, and programs; provide constructive feedback; review and evaluate work and make effective suggestions and recommendations.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Identifying and responding to sensitive community and organizational issues, concerns, and needs.
• Work is performed in a standard office environment, field environment, and transit vehicles.
• Draft reports for management related to the performance of the Fare Ambassador Team as well as makes recommendations on disciplinary actions of Fare Ambassador Employees to Human Resources. Sends correspondence to the Program manager and writes memos on recommendations for possible policy changes. Drafts operation plans on special events.
• Investigate alleged violations of fare policy rules and regulations, civil and administrative codes, and other provisions under the jurisdiction of Sound Transit, to aid in successful enforcement of these rules and regulations.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.
• Applying principles and practices of leading, coaching, and mentoring staff.
• Act as a liaison with other divisions to resolve issues that may require coordination and communication. This includes working with the SPD, Seattle Fire, Sound Transit Security, Sound Transit Sheriff etc. to resolve issues.
• Making decisions based on fare inspection data reports, spreadsheets and other ad-hoc reporting; assess the relative impact of various solutions to a problem; use independent judgment on routine matters.

Requirements

• Principles of business letter writing and basic report preparation.
• Principles of supervision, training, and performance evaluation.
• Ability to act calmly, effectively, and quickly in emergency situations; motivate employees and be fair and decisive when dealing with subordinates; speak clearly, concisely, and in an easily understandable manner, for the purpose of obtaining or exchanging information; use appropriate language and terminology when needed including technical terms.
• Principles of financial management (expenditure tracking, variance identification, revenue tracking.)
• Communication strategies, tools, and techniques.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Responding to inquiries and in effective oral and written communication.
• Pertinent federal, state, and local laws, codes, and regulations as they apply to transit operations.
• Ability to develop operation plans in order to achieve objectives or goals; supervise the work of subordinates as assigned.
• Complaint resolution and problem solving.
• Ability to systematically set about a course of thought or action to achieve a specific goal regarding Fare Engagement activities; organize the varied elements of an assignment or situation into a logical sequence, based on a planned, organized course of thought or action.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Ability to articulate Sound Transit policies and regulations to individuals and adapt one’s speaking behavior to make persons feel at ease; learn to communicate by handheld electronic equipment; listen with comprehension; generate memos, reports studies, letters, or other documents relating to a specific assignment.
• Ability to use appropriate grammar, spelling, and punctuation; write clearly and concisely; use appropriate terminology when referring to technical matters; preparing spreadsheets and various documents utilizing Microsoft Word, Excel, PowerPoint, Outlook etc.; possess a valid driver license; operate a vehicle with in the laws and regulations defined in the Washington State and Sound Transit Vehicle Code.
• Interacting courteously and effectively with a variety of people for the purpose of gathering and/or assimilating information; respond to verbal cues when interacting with others; interact courteously and effectively with Sound transit employees, co-workers, other City and County employees, the general public, and representatives from other agencies.
• Principles and practices of governmental budget preparation and administration.
• English usage, spelling, grammar, and punctuation.
• Presentation development and public speaking skills.
• Valid state driver's license. This role will need to transport team members around service disruptions and to sections of the transit alignment that are not currently directly connected. Driving an agency vehicle will be necessary to the passenger experience of our full alignment.

Benefits

• Parental Leave: 12 weeks of parental leave for new parents.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Long-Term Disability and Life Insurance.
• Inclusive Reproductive Health Support Services.
• Employee Assistance Program.
• Pet Insurance discount.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.

Training + Development

Interview process

Visa Sponsorship

Security clearance