9168-Transit Ambassador Supervisor II

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Transit Ambassador Supervisor II

Job Code: 9168

DEFINITION

Under direction, the 9168 Transit Ambassador Supervisor II assists the MTAP Manager with supervising the 9167 Transit Ambassador Supervisor I, 9166 Transit Ambassadors and 9910 Transit Ambassador Trainees; leads a variety of duties related to the activities and development of the Muni Transit Ambassador Program (MTAP) unit; is responsible for the compilation and analysis of data, reports, recommendations and training; conducts routine procedures; assist the manager with implementation of new and/or updated processes and monitor compliance.

DISTINGUISHING FEATURES

Class 9168 Transit Ambassador Supervisor II is the second level supervisory class in the transit ambassador series. This supervisory class is distinguished from 9167 Transit Ambassador Supervisor I by the increased responsibility of the management, supervision, and coordination of MTAP activities.

SUPERVISION EXERCISED

Supervises 9167 Transit Ambassador Supervisor I, 9166 Transit Ambassadors, 9910 Transit Ambassador Trainees, and other staff.

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. Plans, administers, and directs section activities, prepares operation orders for special events, and evaluates the work of staff within the MTAP.

2. Develops, facilitates, conducts, and evaluates training programs for Transit Ambassadors.

3. Enforces policies and procedures regarding the MTAP program and makes recommendations to management to develop and update training information and manuals.

4. Drafts Performance Plans, conducts Performance Reviews, coaches staff, and makes disciplinary recommendations.

5. Investigates and responds to complex and/or sensitive accident/incident reports, non-routine and/or escalated inquiries, and complaints, from internal staff, external stakeholders, and the public. This includes acting as the department representative in defusing hostile or difficult customers and situations.

6. Monitors and reviews program services data, makes recommendations with appropriate justification, assists with the development and implementation of action plan, and modifies program services and activities as needed.

7. Analyzes interdepartmental data, prepares, reviews, and approves various reports, and provides recommendations to management.

8. Serves as liaison to internal and external stakeholders (i.e., the Mayor�s Office, the San Francisco Unified School District, non-profits, community groups), collaborates, strategizes, and makes recommendations to minimize youth disturbance and related matters, and presents information to diverse audiences as needed.

9. Ensures employees are paid appropriately by approving and entering payroll data and tracking hours worked.

10. Assumes the role of the Daily Operations Manager as needed.

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: plan, assign, direct and evaluate work; provide training in job duties and safety procedures; motivate and counsel employees; promote effective working relationships; operate a computer and other software applications and programs; operate office equipment; communicate clearly and concisely, both orally and in writing; clearly express ideas, findings and other information to a broad range of audiences; complete multiple tasks at once and meet deadlines under pressure; organize workflow and ensure that employees understand their duties or delegated tasks; provide leadership, constructive feedback and coaching, and discipline; monitor MTAP activities and prepare payroll; effectively interact with the public from a wide variety of cultural and socioeconomic backgrounds, transit personnel and members of other agencies; prepare accurate records, reports and memoranda in a clear, understandable, and concise manner with appropriate attention to detail; prepare materials for instruction; maintain confidentiality; effectively act as the department representative in defusing hostile situations and resolve disputes in a courteous manner.

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:

1. Two (2) years of fulltime work experience as a 9167 Transit Ambassador Supervisor I.

OR

2. Seven (7) years of fulltime work experience working in an ambassador program with a mass transit agency of which two years are in a supervisory capacity.

License and Certification:

Possession of a valid CA Driver�s License.

Substitution:

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

From: 9167 Transit Ambassador Supervisor I

ORIGINATION DATE:

12/29/2023

AMENDED DATE:

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