Special Transportation Supervisor #2307-282700-01

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

This position leads the daily operations of an urban complementary paratransit system and small bus operations, and reports to the Paratransit Manager. The Paratransit Operations Service Manager is responsible for maintaining optimal service performance and identifying and resolving potential service issues during his/her shift. This position ensures that employees are provided adequate coaching, counseling, and performance management to recognize good behavior and correct deficient behavior. The Paratransit Operations Service Manager has latitude for independent judgment and actions within established guidelines and will be evaluated on the effectiveness of the paratransit system service, workforce productivity, cost performance, and other service programming and activities.  This position is considered a Subject Matter Expert (SME) in all facets of running the day-to-day operations of a Federal Transit Administration (FTA) funded ADA compliant complementary paratransit program.

• Leads and manages the daily activities of Special Transportation Services Call Center, Dispatch, and operator personnel for the assigned shift. 

• Maintains accurate time for payroll to be processed for all assigned personnel.
• Directly supervises the assigned Dispatch, Road Supervisors, and Customer Service personnel.  Indirectly supervises all operators, dispatcher, and reservationists.
• Monitors all operational data and assures the accuracy for recordkeeping.
• Assures safety performance of all personnel including responding to and/or investigating all accidents or incidents to identify the preventability
• Write, review, and submit accident investigative reports
• Selects, mentors, coaches, motivates, develops, trains, and evaluates personnel performance
• Establishes staff and operator schedules to meet customer demands, monitor the assigned work hours to meet the operational needs of the system.
• Track, assign, and manage vehicle availability.
• Create shift turnover reports and assure future operations are prepared for
• Implement city and CATS drug and alcohol program.
• Establish performance criteria and behavior expectations for staff
• Ensures that all work assignments are filled, and that service is met daily and monitors route KPI for service goals
• Assist in developing standard operating procedures and rules and regulations addressing safety concerns and general operations of the paratransit service
• Maintains trust, privacy, and confidentiality
• Reviews disciplinary documents and interviews/coaches/counsels paratransit staff and treats personnel consistently and fairly
• Monitors, investigates, and corrects safety, operational and customer service issues.
• Responds to customer concerns and compliments in a timely, professional manner via telephone, in writing or in the CSR system
• Reviews all customer “No Show” and “Suspensions” for validity and takes appropriate action as needed; prepares customer notification letters when necessary
• Acts as Rater/Reviewer for Call Center, Dispatch, and Paratransit vehicle operator performance appraisals
• Develops and distributes correspondence and memos to staff and employees
• Communicates in written and verbal formats with STS personnel, internal departments, and external organizations with excellent customer service skills.
• Responsible for the recruitment of new operators, supervisors, dispatchers and call center personnel.
• Adopts organizational goals and objectives in all aspects of job performance
• Analyzes financial and operational data to identify problems, recommend, and institute solutions.
• Participates in various meetings, committees, work groups and projects.
• Perform committee oversight
• Conduct safety blitzes and outreach to maintain a safe work culture
• Analyze safety trends and create plans of action
• Draft and edit contracts and submit them for approval.
• Create reports and presentations for executive use.
• Identify service disruptions and take measures to immediately make a positive impact.
• Investigate any accidents, complaints, or service deficiencies
• Research new ways to improve or add to service.
• Perform related duties as a required.
• Directly support continuous implementation and compliance of the North Carolina Department of Transportation (NCDOT) State Safety Oversight Program Standards (SSOPS) and Federal Transit Administration (FTA) regulations 49 CFR Part 673 and 672 related to the Safety Management System (SMS) and the CATS Agency Safety Plan (ASP). Support Safety performance goals of CATS 
• Encourage employees to proactively support and report safety concerns following the CATS Safety Reporting options as described in your training and in the ASP. 
• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP. 
• Advocate and promote a strong safety culture within CATS with regard to transportation services, capital programs, facility operations and maintenance, worksite procedures, employees, and customers following SMS and ASP. 
• Participate in internal and external ASP audits. 

• Knowledge of Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973
• Knowledge of Department of Transportation (DOT) and Federal Transit Administration (FTA) policies, procedures, and practices
• Knowledge of OSHA standards for workplace safety 
• Knowledge of principles, procedures, and policies of transit operations and quality management
• Familiarity with automated demand/response reservations and scheduling/dispatch systems
• Knowledge of safe driving techniques
• Knowledge of budget preparation principles
• Knowledge of supervision and evaluation techniques 
• Knowledge of training principles and adult learner concepts
• Knowledge of public relations principles
• Ability to work independently with little to no oversight
• Must be able to develop a team involving formal and informal training, and coaching
• Ability to develop interpersonal relations 
• Must be able to handle sensitive information and situations with confidentiality, professionalism, and decorum
• Must possess strong leadership skills
• Ability to evaluate the performance of subordinates
• Ability to prepare and deliver clear and concise oral presentations and written reports
• Ability to compare actual performance with planned performance 
• Ability to monitor a budget, track and control expenses and/or revenues, and to conduct financial analysis and create financial documents
• Ability to analyze variances and take corrective actions when necessary
• Ability to operate a personal computer and related software to include Microsoft Office suite and other operational required programs for dispatch and scheduling.
• Ability to prioritize, organize, and manage tasks and time effectively; flexibility is required
• Ability to establish and maintain effective working relationships with all levels of staff, the public, community leaders, and city representatives
• Ability to operate a commercial motor vehicle; must possess and maintain a valid Class C Driver’s license
• Ability to work evenings and weekends 

• Associate Degree or higher in Transportation, Business Administration, Public Administration or related field from an accredited college or university. 
• Class B Commercial Drivers License with passenger endorsement 
• Four (4) or more years of progressive experience in a supervisor/managerial capacity 

• High school diploma or GED
• Three (3) years of progressive experience in a managerial capacity and three (3) years of experience in paratransit operations.

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

This position is considered a security and Safety Sensitive position and will be subject to random drug and alcohol testing under FTA guidelines as well as all procedures and guidelines in alignment with the City of Charlotte and CATS Drug and Alcohol Policies. 

The City of Charlotte is an Equal Opportunity Employer.

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Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.