9166-Transit Ambassador

Transit Ambassador

Job classification

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Current compensation plan

Effective: Jul 01, 2024

See Historic and future compensation information for this class

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Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Transit Ambassador

Job Code: 9166

DEFINITION

Under general supervision from a Transit Ambassador Supervisor, the Transit Ambassadors perform a variety of duties related to facilitating and assisting with communication efforts between SFMTA personnel, customers, and the San Francisco community. Transit Ambassador helps carry out Muni Transit Ambassador Program (MTAP) objectives to make student travel safer on public transit. The Transit Ambassador will also help address customer inquiries and assist with concerns and complaints all while maintaining a courteous and friendly attitude. This is the journey classification in the Transit Ambassador series.

DISTINGUISHING FEATURES

This class is distinguished from the 9167 Transit Ambassador Supervisor class in that the latter functions as first-line supervisors.

SUPERVISION EXERCISED

None.

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 409, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1.Supports youth riders on transit system to promote positive behavior, diffuses disorderly conduct, and assists with immediate intervention and violence reduction efforts.

2.Provides customer service to passengers by providing transportation directions, answers service-related questions, informs public of rules related to public transit system, and distributes informational materials as needed.

3.Rides transit lines and documents vandalism and graffiti.

4.Instructs passenger boarding/disembarking at various sites and for special events to maintain a safe environment.

5.Interacts with diverse members of the public, observes and reports potential safety hazards and security concerns, and addresses disorderly conduct while on transit or in the transit system.

6.Completes forms and writes basic reports regarding unusual incidents, safety and security incidents and other activities.

7.Assists Transit Ambassador Supervisor in delivering youth safety presentations and

advises patrons and community organizations on personal safety best practices.

8.May assist with on-the-job training of the Transit Ambassador Trainees.

9.Performs related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: transit lines and schedules; transit rules, regulations and policies; basic arithmetic; basic radio communication; effective customer service principles and practices.

Ability and Skill to: read maps and transit schedules; move from one vehicle to another; communicate in a clear and concise manner; accept responsibility and work with a team; follow written and oral directions; think and act quickly in emergencies; write accurate and clear reports of incidents; deal courteously and tactfully with the public from a wide variety of a cultural and socioeconomic backgrounds, peers, transit personnel, and representatives of other agencies; work under pressure, use discretion in difficult and stressful situations, and exercise sound judgment; diffuse and deter conflicts; explain rules, regulations, and policies; operate phones, radio and computers; listen; stand, sit, or walk while providing in person customer service continuously for long periods of time; assist riders who appear to need assistance and ask questions to understand their needs; maintain confidentiality; be attentive to and accurately record details of interactions and referrals; coordinate efforts and work in a team.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Possession of a High School Diploma, GED or California High School Proficiency Certificate; AND

Experience:

Successful completion of the SFMTA Transit Ambassador training program.

Substitution:

Completion of an equivalent ambassador training program from another transit agency which includes routinely riding transit lines, assisting passenger boarding/disembarking, deescalating conflict while on transit lines, providing transportation directions to customers, answering service-related questions, and providing service support may substitute for the SFMTA Transit Ambassador program. Training curriculum may be requested to ensure equivalency.

LICENSE AND CERTIFICATION

Possession of a valid CA Identification Card or valid CA Driver�s License.

SUPPLEMENTAL INFORMATION

Special Requirements: in order to perform essential functions of the class, Transit Ambassador must be able to walk, stand, and sit for extended periods of time; uneven terrain and unstable surfaces; climbing stairs; work in inclement weather, repetitive exiting/entering vehicles; exposure to hazards and working in the proximity of moving vehicles. May be required to lift/bend and move barricades weighing up to 40 pounds and wear equipment weighing up to 10 pounds while working. Employees will be required to carry and use a hand-held radio. Duties sometime involve interacting with the public under hostile conditions. Employees must be willing to work nights, weekends, holidays, and overtime. Employees are required to wear departmental issued uniform and safety gear.

PROMOTIVE LINES

To: 9167 Transit Ambassador Supervisor From:

ORIGINATION DATE:1/29/2021

AMENDED DATE: 12/29/2023

REASON FOR AMENDMENT To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S):SFMTA

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation