Supervisor - Fare Engagement

About the role

The Supervisor - Fare Engagement supervises transit fare ambassadors, inspections, citations and related activities under the Central Puget Sound Regional Transit Authority (Sound Transit) Fare Engagement Program. This is a term-limited position with an anticipated end date of December 31, 2028.

Responsibilities

• Investigate alleged violations of fare policy rules and regulations, civil and administrative codes, and other provisions under the jurisdiction of Sound Transit, to aid in successful enforcement of these rules and regulations.
• Study Proof of Payment (POP) efficiency through field audits, meetings, surveys and other fact-gathering techniques in order to safeguard and ensure that the fare ambassador unit functions effectively. Ensures that Sound Transit revenue is not being lost due to negligence.
• Analyze fare inspection data and reviews trends using spreadsheets and other computer programs in order to make recommendations to management.
• Enter data into spreadsheets and other applications, as well as retrieving the data when necessary. This data includes information on rates of enforcement/evasions, achievement of department goals, etc.
• Plan the activities of Transit Fare Ambassadors assigned to the enforcement of Sound Transits fare policies in order to ensure compliance with fare policies and procedures and to maintain integrity of the Fare Ambassador Team.
• Keep records on personnel performance, attendance as well as conducts training.
• Communicate orally with members of the public, agency personnel and with representatives from other departments. Resolves fare disputes with patrons, explaining Sound Transit fare policies and providing other information requested by patrons. Successfully resolves issues with Fare Ambassador Staff, resolves problems related to fare issues with patrons.
• Supervise Transit Fare Ambassadors in the field. Participates in POP activities to ensure the Fare Ambassador Team is operating efficiently and revenue is not being lost.
• Draft reports for management related to the performance of the Fare Ambassador Team as well as makes recommendations on disciplinary actions of Fare Ambassador Employees to Human Resources. Sends correspondence to the Program manager and writes memos on recommendations for possible policy changes. Drafts operation plans on special events.
• Assign schedules for Transit Fare Ambassadors to ensure the shifts are staffed appropriately, as well as assigns overtime to fill voids in shifts. Ensures that employees are paid appropriately by entering payroll data and tracking hours worked.
• Act as a liaison with other divisions to resolve issues that may require coordination and communication. This includes working with the SPD, Seattle Fire, Sound Transit Security, Sound Transit Sheriff etc. to resolve issues.
• Plan, direct, coordinate, and review the work of assigned staff; assign work activities and coordinate schedules, projects, and programs; provide constructive feedback; review and evaluate work and make effective suggestions and recommendations.
• Coach, train and motivate staff; coordinate and/or provide staff training; and manage employee relations; manage the workflow and prioritization of projects and measure the performance of the division and all related staff and takes appropriate corrective action when necessary; provide advice and counsel to staff; develop developmental work plans for staff; implement or recommend corrective action, discipline and termination procedures as appropriate/necessary.

Requirements

• Education and Experience: Associate’s degree in Business, Sociology, Organizational Development or related discipline. Four years of experience in supervising and leading customer services support functions and operations for a large program/organization that includes public relations and marketing experience. Experience and proficiency in Microsoft computer applications.
• Required Licenses Or Certifications: Valid state driver's license. This role will need to transport team members around service disruptions and to sections of the transit alignment that are not currently directly connected. Driving an agency vehicle will be necessary to the passenger experience of our full alignment.

Qualifications

• Transit operations, services, and activities of the fare ambassador program and customer services functions.
• Principles and practices of program and project development and administration.
• Pertinent federal, state, and local laws, codes, and regulations as they apply to transit operations.
• Principles of financial management (expenditure tracking, variance identification, revenue tracking.)
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Principles and practices of governmental budget preparation and administration.
• Principles of business letter writing and basic report preparation.
• Communication strategies, tools, and techniques.
• Ability to systematically set about a course of thought or action to achieve a specific goal regarding Fare Engagement activities; organize the varied elements of an assignment or situation into a logical sequence, based on a planned, organized course of thought or action.
• Ability to develop operation plans in order to achieve objectives or goals; supervise the work of subordinates as assigned.
• Ability to act calmly, effectively, and quickly in emergency situations; motivate employees and be fair and decisive when dealing with subordinates; speak clearly, concisely, and in an easily understandable manner, for the purpose of obtaining or exchanging information; use appropriate language and terminology when needed including technical terms.
• Ability to articulate Sound Transit policies and regulations to individuals and adapt one’s speaking behavior to make persons feel at ease; learn to communicate by handheld electronic equipment; listen with comprehension; generate memos, reports studies, letters, or other documents relating to a specific assignment.
• Ability to use appropriate grammar, spelling, and punctuation; write clearly and concisely; use appropriate terminology when referring to technical matters; preparing spreadsheets and various documents utilizing Microsoft Word, Excel, PowerPoint, Outlook etc.; possess a valid driver license; operate a vehicle with in the laws and regulations defined in the Washington State and Sound Transit Vehicle Code.
• Identifying problems or issues by looking at seemingly unrelated incidents, and bring to a conclusion specific situations in compliance with stated guidelines or agency directives in a timely, just and unbiased manner.
• Making decisions based on fare inspection data reports, spreadsheets and other ad-hoc reporting; assess the relative impact of various solutions to a problem; use independent judgment on routine matters.
• Interacting courteously and effectively with a variety of people for the purpose of gathering and/or assimilating information; respond to verbal cues when interacting with others; interact courteously and effectively with Sound transit employees, co-workers, other City and County employees, the general public, and representatives from other agencies.
• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Applying principles and practices of leading, coaching, and mentoring staff.
• Identifying and responding to sensitive community and organizational issues, concerns, and needs.
• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.
• Complaint resolution and other duties as assigned.