9167-Transit Ambassador Supervisor I

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Transit Ambassador Supervisor I

Job Code: 9167

DEFINITION

Under supervision, the 9167 Transit Ambassador Supervisor I is responsible for the compilation of data; conducts routine procedures; assists in the implementation of programs; and maintains records and reports. Also assists the 9168 Transit Ambassador Supervisor II with a variety of duties related to the activities of the Muni Transit Ambassador Program (MTAP) unit.

DISTINGUISHING FEATURES

Class 9167 Transit Ambassador Supervisor I is the first level supervisory class in the transportation ambassador series. This supervisory class is distinguished from the next higher level of class 9168 Transit Ambassador Supervisor II in that the latter assists the MTAP Manager in overseeing and directing the overall operations of MTAP.

SUPERVISION EXERCISED

Supervises 9166 Transit Ambassadors and 9910 Transit Ambassador Trainees.

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. Supervises, motivates, and evaluates personnel to ensure operational efficiency. Provides feedback, coaching and counseling to encourage satisfactory performance as well as any disciplinary action.

2. Ensures coverage of transit routes, manages staff attendance, and coordinates on-site and remote activities during emergency situations.

3. Assists the 9168 Transit Ambassador Supervisor II with daily operations of Muni Transit Ambassador Program and special events.

4. Provides field training for staff, assists with training development, recommends training revisions, and conducts ride alongs.

5. Compiles data, prepares and reviews various reports, and analyzes and maintains records and reports.

6. Assists with training on policies and procedures consistent with the current rules and regulations of SFMTA.

7. Receives, investigates, responds to, and/or resolves complaints from internal staff, external stakeholders, and the public regarding MTAP. Reviews incident reports, requests and reviews video pulls of incidents, and recommends solutions to prevent future incidents.

8. Ensures equipment is operated safely and within guidelines and coordinates equipment and material distribution.

9. Monitors and adjusts staff work assignments whenever applicable.

10. Participates in a variety of committees and liaises with SFUSD staff to reduce youth violence and other disruptive behavior on the transit system. Provides safety presentations to diverse audiences.

11. Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: transit rules, regulations and policies; safety and emergency policies and procedures; customer service principles and practices; mathematics; principles of supervision, training, and performance evaluation.

Ability or Skill to: operate a computer and other software applications and programs; operate office equipment; communicate clearly and concisely, both orally and in writing; work in a fast-paced environment, move from one vehicle to another, and stand for prolonged periods of time; complete multiple tasks at once and meet deadlines under pressure; organize workflow and ensure that employees understand their duties or delegated tasks; effectively schedule, coordinate, monitor, evaluate and train staff; provide leadership, constructive feedback and coaching, up to and including discipline; effectively interact with the public from a wide variety of cultural and socioeconomic backgrounds, peers, transit personnel, and representatives of other agencies; receive and respond to inquiries and complaints; prepare accurate records, reports, and memoranda in a clear, understandable, and concise manner with appropriate attention to detail; prepare materials for instruction; comprehend written materials; maintain confidentiality.

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.

Experience:

Successful completion of the SFMTA Transit Ambassador training program; AND

Two (2) years of full-time post training field experience equivalent to a 9166 Transit Ambassador within the Muni Transit Ambassador Program (MTAP), including routinely riding transit lines, assisting with passenger boarding/disembarking, deescalating conflicts while on transit lines, providing transportation directions to customers, answering service-related questions, and providing service support.

License and Certification:

Possession of a valid CA Driver�s License.

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.

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: 9168 Transit Ambassador Supervisor II

From: 9166 Transportation Ambassador

ORIGINATION DATE: 03/28/23

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