An incumbent in this class is responsible for supervising a shift of Toll Collectors and Toll Corporals.
Nature and Scope
A class incumbent is responsible for supervision, either directly or through Toll Corporals, of a shift of Toll Collectors in all phases of toll operation. Incumbents participate in interviewing and hiring of new collectors, oversees training of shift personnel, assigns and evaluates the work of subordinates and counsels and disciplines employees, as required. Incumbents monitor the toll computers, toll booths, safe, toll administration, building security, and road conditions. An incumbent in this class is responsible for a wide-variety of reports and records which document all activity for their shift. A significant aspect of the work involves the ability to react to changes in road conditions as well as personnel needs by shift.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Plans, assigns, reviews and evaluates the work of a shift of toll collectors including adjusting work schedules, supervising the appearance and discipline of shift personnel, making toll booth assignments and adjustments based on traffic flow and road conditions.
Participates in interview and hiring of new collectors; oversees training of collectors, counsels and disciplines, as required.
Sets up collectors for shift operation to ensure smooth operation of toll booths, interviews in unusual situations such as hostile/irate motorists, tolls defaults, accidents, medical emergencies, adverse weather conditions etc.
Identifies, recommends and implements improved practices and procedures to increase efficiency.
Oversees armored car pick-up of toll revenues, ensuring security at all times.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of complete operation of the Delaware Toll Plazas to include all ancillary equipment.
Knowledge of Delaware toll administration procedures and policies.
Knowledge of the principles and practices of supervision.
Knowledge of emergency procedures for individual, weather, and accident emergencies.
Knowledge of cash-accounting procedures and denominations of U.S. and Canadian currency.
Skill in cash-accounting.
Skill in basic mathematical calculations (addition, subtraction, multiplication and division).
Skill in dealing effectively with a wide variety of personalities to include employee disciplinary problems as well as motorists who may exhibit hostile or irate behavior.
Skill in completing a significant number of records and reports documenting shift operations.
Ability to make rapid adjustments to work schedules or toll booth operations to meet existing road conditions.
JOB REQUIREMENTS for Toll Sergeant Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in working with money and making change.
Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
Six months experience in applying laws, rules, regulations, standards, policies and procedures.
Six months experience in narrative report writing.
Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
Knowledge of record keeping.
Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.