Position available as of May 30, 2018 (Open until filled)

Transcription

1 Fixed Route Operations Manager S T A R T I N G R A N G E $ 5 0, $ 5 8, 0 0 0, P L U S E X C E L L E N T B E N E F I T S Position available as of May 30, 2018 (Open until filled)

2 Why Apply? Located in beautiful Southeastern New Hampshire, COAST provides public transportation to those who live and work in, or visit the Greater Seacoast Area. We provide public bus service and accessible transportation options throughout more than a dozen communities in the greater Seacoast New Hampshire region. COAST is a highly regarded agency in the community. Our workplace culture is one that is built on the foundation of respect, professionalism, and teamwork. COAST offers the right candidate an excellent career opportunity to join a strong organization and continue to successfully serve the residents, businesses and visitors of the Greater Seacoast region. For full-time employees, we offer a competitive benefit package including health, dental, a generous paid time off program (starting with over 5 weeks annually), as well as other attractive incentives. COAST is committed to a work environment that is enjoyable and progressive. We train employees extensively so they are prepared to do their best. Everyone is encouraged to provide feedback, and we are always improving both the work environment and the service we provide. The Region New Hampshire might be a small state in terms of size and population, but life here is anything but small. The area is alive with things to do from fishing, golfing, hunting, and boating, to fine dining and live theater. Our region offers the best of everything the state has to offer, with the renowned White Mountains just an hour to the north, the beaches just 30 minutes to the south, and with Boston and Portland, Maine just an hour away. Our rivers, lakes, ocean beaches, hiking trails, iconic fall foliage, and winter ski resorts draw tourists from near and far. The local food industry is beyond impressive, with hundreds of restaurants, diners, and brewpubs that focus on a farm-to-table method and, of course, fresh Atlantic seafood reflective of the New Hampshire spirit. New Hampshire consistently ranks as having one of the highest qualities of life in the nation. Our low crime rate, vibrant economy, growing population of young professionals, and small-town New England charm are just a few of the reasons that make New Hampshire a great location to build your career!

3 The Organization COAST was formed in the early 1980s out of a community effort to improve mass transportation options in southeastern New Hampshire. At the outset, COAST provided no transit service itself, instead contracting the planned routes back to the private bus lines that were already running. By the 1990s, after Federal funding cuts had forced the elimination of some routes, the primary contractor operating COAST routes was the University of New Hampshire Kari-Van system. This arrangement remained in effect until late After several years of struggle, COAST discontinued it s contract for operations. On December 10th, 2001, COAST reorganized to become a primarily self-operated system, taking on the day-to-day management and operation of the system and re-hiring most of the drivers who had worked for the private contractor only the night before. Since 2001, COAST administration has worked tirelessly to build up COAST as the best small urban transit agency it can be. A renewed focus on quality at every level allowed our organization to grow from 211,000 passenger trips in 2001 to 458,000 in Today, our maintenance program is top-notch. Our drivers receive some of the most extensive training available. Today, COAST has become a name throughout New Hampshire associated with professional and highly-respected transportation. Today, COAST s fixed route operations include seven regional fixed routes, four peak-only commuter routes, and a seasonal parking shuttle. Peak service sees sixteen fixed route vehicles in service, with a mid-day low of eight vehicles. A push for continued improvement in customer service and efficiency will see one fixed route transform to a demand response service in Summer Additionally, all COAST fixed routes are getting a schedule refresh in Summer 2018 to help maintain on time performance and account for traffic and development changes over the past several years. Moving forward, COAST is working to improve our customers experience by implementing real time bus tracking and a continual focus on service improvement. We are also anticipating service changes in 2020, and are beginning the planning process for these significant changes to the fixed route system. This is an excellent opportunity to help shape our regional transit system for years to come. Mission Statement: COAST champions and provides customer-focused public transportation with a commitment to excellence in safety and service. The Position The Fixed Route Operations Manager is responsible for continued safe, smooth, and reliable fixed route services. The Manager implements the fixed route program including hiring, training, supervising, and evaluating fixed route staff and operators. This position is a hands-on management position that can expect to spend significant time in the field supervising and operating the system. This position is safety sensitive, and is subject to COAST s DOT drug and alcohol testing program. Excellent customer service skills are a vital requirement of this position. The Manager handles unique and challenging customer service situations. Therefore, the Manager must have tact and good judgment to ensure customers are treated fairly while keeping COAST compliant with a variety of regulations and safety practices. This position is a complement to the Demand Response Operations Manager position. These two positions will coordinate to share work load and responsibilities as needed under the direction of the Director of Operations, while maintaining each position s primary focus and responsibility. The ability to maintain effective working relationships internally, as well as externally with customers and vendors, is critical to success in this position. The Manager will manage and respond to emergency situations, participate in departmental training opportunities and programs, complete special projects and act as a resource for other departments, the Director of Operations, and outside entities as requested or directed. The Fixed Route Operations Manager must have full knowledge of all safety and security rules and policies and is responsible for ensuring that safe work practices are incorporated in everyday routines.

4 Job Duties Ensure all fixed route CDL and non-cdl operators, operations supervisors, dispatchers, and vehicle cleaners are successful in their position and responsibilities. Ensure successful operations of fixed route and vehicle cleaning programs. Maintain fixed route staff and operators by actively recruiting, selecting, orienting, and training employees, and by developing personal and professional growth opportunities for employees. Conduct fixed route operator training. Accomplish successful staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; and developing, coordinating, and enforcing systems, policies, procedures, and other standards. Create fixed route operator schedule picks, supervisors schedules, and dispatch schedules in coordination with the Demand Response Operations Manager and the Director of Operations. Oversee fixed route operator seniority system and schedule pick process. Supervise daily fixed route operations. Oversee staffing, procedures, and practice of fixed route dispatching. Coordinate, implement, and improve fixed route safety and training. Ensure compliance with FTA, NHDOT, OSHA, ADA, and local requirements related to the fixed route program. Oversee screening of new applicants for fixed route services and make decisions consistent with program and ADA guidelines. Ensure fixed route customers receive excellent customer service, and work directly with customers as needed. Coordinate fixed route fleet needs with the Director of Operations, and work with the Manager of Fleet and Facility Maintenance to ensure fleet operational needs are met. Ensure all materials and supplies necessary for the fixed route operation are available and efficiently utilized. Investigate all fixed route involved collisions and safety incidents, making and communicating preventability determinations, determining root causes, following up appropriately with involved staff, and maintaining and reporting appropriate documentation. Report all fixed route involved collisions to insurance and manage the claims process. Oversee the Joint Loss Management Committee as a management representative, rotating with the Demand Response Operations Manager as appropriate. Document, report, and follow up on all fixed route worker injuries, workers compensation claims, and reporting. Manage fixed route fare collection from passenger payment until placed in the safe, and ensure fare is properly handled, stored, tracked, and reported.

5 Job Duties Continued Investigate, prepare reports, and follow up regarding fixed route incidents and customer complaints. Perform regular service quality monitoring. Work to improve efficiency, cost effectiveness, and quality of service for the fixed route program. Promote a collaborative, cooperative and respectful workplace and show care and concern for fellow team members. Recommend improvements in the delivery of fixed route services. Recommend fixed route policy modifications. Assist in performing other administrative and operational duties as well as assist in operational tasks within COAST. Drive fixed route shifts as needed to ensure continuity of operations. Cover fixed route dispatch and supervisory shifts as needed to ensure continuity of operations. This position is considered safety sensitive. Act as Designated Employee Representative (DER) for Drug and Alcohol Testing Program. This position is a complement to the Demand Response Operations Manager. These two positions will coordinate to share work load and responsibilities as needed under the direction of the Director of Operations, while maintaining each position s primary focus and responsibility. Other duties as assigned. Full job description available at

6 Education and Experience Behavioral Expectations Undergraduate degree in finance, management, business administration, public administration, planning, social work, or related field. Transit management experience may be substituted for formal degree for exemplary candidate. Skill in letter and report composition and math. Good oral and written communications and supervisory skills required. Ability to effectively edit and correct written correspondence for clarity and proper grammar. Strong leadership skills including the ability to: create a team-based environment; provide supervision and coaching; resolve difficult customer complaints and concerns; and plan and organize work effectively. Must be able to deal with stressful situations on a regular basis, including emergency and incident response and investigation, upset people, and time-sensitive multi-tasking. Four years of progressively responsible experience in fixed route transit management is preferred. Prior experience with transit software systems, including automatic vehicle locator (AVL) and vehicle camera systems preferred. Must possess a valid DOT medical certificate. Must possess a CDL-B with Passenger endorsement and no air brake restriction. Candidates who do not meet all of the qualifications and experience outlined here are encouraged to address in their cover letter why their unique experiences and education make them an excellent candidate for the position. Serves as a role model for staff. Understands and utilizes effective models for problem solving. Takes initiative, reasons logically, and is creative in developing and introducing new ideas. Works well under pressure and in time-sensitive situations. Facilitates decision-making when broad input is required and makes good decisions under pressure. Delivers consistent results and follows through to completion on assignments in a timely manner. Communicates effectively. Reinforces expectations for all staff to promote a collaborative and cooperative work environment and shows care and concern for their fellow team members. Compensation & Benefits Starting Salary range $50,000-$58,000 commensurate with experience. Benefit package including Medical, Dental, Life, Short- Term Disability and Long-Term Disability. Optional Simple IRA with employer match of 3% annual salary. 26 Annual Paid Days Off COAST is an Equal Employment Opportunity Employer. All qualified candidates are strongly encouraged to submit a cover letter, resume, and COAST Application of Employment via our website. Resume and cover letter can be ed to hr@coastbus.org or mailed to, COAST, Attn: Human Resources, 42 Sumner Driver, Dover, NH