Career Opportunity

Transit Ambassador - San Francisco Municipal Transportation Agency (9166) - (T00113)

Recruitment: REF40582J

Published: June 06, 2024

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About:

This is a San Francisco Municipal Transportation Agency Class-Based Test.

The SFMTA, a department of the City and County of San Francisco, oversees Muni (the historic Municipal Railway), parking and traffic, bicycling, walking and taxis. Over one million people get around San Francisco and rely on us to ensure safe and reliable travel.

Our Vision: Excellent transportation choices for San Francisco.

Our Mission: We connect San Francisco through a safe, equitable, and sustainable transportation system.

Application Opening: June 06, 2024
Application Deadline: Apply immediately. Application filing will be open at least through June 20, 2024 and will close anytime thereafter.

Recruitment ID: CBT-9166-T00113

Role description

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.

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. May include additional duties as assigned.

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.

How to qualify

License:  Possession of a valid CA Identification Card or a valid CA Driver's license at the time of appointment

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.

Applicants who are anticipated to complete the SFMTA Transit Ambassador training program or an equivalent ambassador training program within 12 months following the filing deadline will be admitted to the examination and will be placed under “general waiver” until the Certificate of Completion is issued.

Note: Candidates who successfully pass the examination for this recruitment and are anticipated to complete the SFMTA Transit Ambassador training program or an equivalent ambassador training program within 12 months following the filing deadline will be placed on the eligible list under “general waiver” and will not be eligible to compete for positions until presentation of their Certificate of Completion.  Once the candidate presents their Certificate of Completion to the analyst, the general waiver will be lifted and the candidate will be eligible to compete in future certifications for the remaining duration of the eligible list. 

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.   

Selection Procedures: (General Exam Process)
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ) (Weight - Qualifying): Candidates will be sent a MQSQ via email after the application filing deadline.  Candidates are required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications. Applicants that do not complete the MQSQ will not advance in the selection process.

Training & Experience Evaluation (Weight - 100%): Candidates will be sent a Supplemental Questionnaire via email after verifying all minimum qualifications have been met. The questions are designed to measure relative levels of knowledge, skills and/or abilities in job-related areas that may include but not be limited to: knowledge of transit lines and schedules; knowledge of transit rules, regulations, and policies; knowledge of basic radio communication; knowledge of customer service procedures and practices; ability to read maps and transit schedules; ability to accept responsibility and work with a team; ability to follow written and oral directions; ability to think and act quickly in emergencies; ability to write accurate and clear reports and incidents; human relations ability; conflict resolution ability; ability to explain rules, regulations, and policies; ability to proactively respond to the needs of others; ability to coordinate multidisciplinary teams to track disruptive juvenile activity. It is important that the information provided on the supplemental questionnaire be accurate and complete. All statements made on the application materials are subject to verification.

What else should I know?

Eligible List/Score Report: A confidential eligible list of qualifying candidates will be created and used for certification purposes only. A score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection upon request once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this selection process is subject to change after adoption (e.g., as a result of appeals), as directed by the Director of Transportation or the Civil Service Commission.

The duration of the eligible list/score report resulting from this examination process will be 24 months and may be extended with the approval of the Director of Transportation. 

Terms of Announcement and Appeal Rights: Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.sf.gov/.] The terms of this announcement may be appealed under Civil Service Rule 410.4.  Such appeals must be submitted in writing to the San Francisco Municipal Transportation Agency ATTN: Human Resources Examinations and Classification Unit, 1 S Van Ness Avenue, 6th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at https://sf.gov/departments/civil-service-commission

Additional Information Regarding Employment with the San Francisco Municipal Transportation Agency:

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement
• SFMTA Employee Wellness Program

Applicants will receive a confirmation email from notification@careers.sf.gov that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exam Analyst Information: If you have any questions regarding the Exam Process, please contact the exam analyst, Angela.Ng@sfmta.com.

AN | CBT-9166-T00113 | Entrance

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.