Assistant Manager Transit Control Center (TCC) Operations

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Assistant Manager Transit Control Center (TCC) Operations

Salary

$78,582.40 - $127,545.60 Annually

Location

Minneapolis, MN

Job Type

Full-Time

Job Number

2024-00241

Division

Metro Transit

Opening Date

09/17/2024

Closing Date

10/8/2024 11:59 PM Central

• Description

• Benefits

• Questions

WHO WE ARE

We are theMetropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.More information about us on our website. (https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx)

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

TheAssistant Manager, TCC Operationspositions are responsible to plan, coordinate and manage the daily first and second shift work activities and operational functions of the Transit Control Center (TCC) while implementing continual operational and technical improvements in order to meet agency and customer needs and expectations.

The Assistant Manager, TCC Operations positions perform rotational management oversight and support duties/requirements for assigned Transit Control Center work units and support operations including Bus Transit Services, Police Dispatching, Information Services, Communications Specialist Team and Training Program.

NOTE:This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin.

This position will establish an eight month eligible list for current and future positions.

What you would do in this job

1. TCC Operations Management Oversight: Assists the Manager, TCC with management oversight of TCC operations development and monitoring of goals, objectives, operating rules and departmental procedures in support of Metro Transit’s operating plans, goals and objectives.

• Defining staff performance measures and goals and establishing plans and priorities for the department. Analyze service performance data and provide input to other departments regarding recommended corrective actions.

• Develops, writes, and updates departmental policies and procedures. Works with other departments to ensure standard operating procedures, as well as common and consistent emergency response and reporting.

2. TCC Staff Supervision: Provides daily supervision, coaching, counseling, administration of discipline for 5-6 TCC Supervisors and 5 Associate Communications Specialists staff based TCC rotational operations assignment determined by Manager, TCC

• Develop and implement scheduling and oversee shift selection and work fill process. Facilitate hiring process for new TCC supervisors Associate Communication Specialist

• Oversee and evaluate daily work assignments. Approve absences and backfill work to ensure adequate shift coverage. This includes all vacation and day at a time requests off. Assign overtime and approve shift swaps that will ensure adequate console coverage for team.

• Ensure staff compliance with policies, rules, procedures, practices, and adherence to labor contracts.

• Facilitate hiring process for new TCC supervisors Associate Communication Specialist Conduct training of new employees to ensure new hires are onboarded successfully and understand their role and responsibilities at Metro Transit. Conduct refresher training and new training throughout the year for current team members.

• Conduct performance management and annual performance review process using Met Council Perform program for assigned TCC staff.

• Partners with relevant departments to administer and monitor standardized programs such as drug and alcohol, FMLA, Disability Management, Worker's Compensation, Safety and Training programs. Perform other duties, such as Leadership Academy OJE mentor liaison, drug testing management of supervisors and associates, etc.

3. Police Dispatching: Develops and carries out TCC Police Dispatch policies and procedures and oversees its TCC operations.

• Work as a liaison between TCC and Police Command Staff.

• Provide investigative support for Metro Transit Police Department and other public safety agencies. Investigating complaints by finding audio proof. Investigating complaints by finding documentation proof via SSRs—Special Situation Reports. Creating Incident Command documentation such as ICS 202 and 204 reports.

4. Transit Bus Service: Develops and carries out TCC Bus transit service policies, procedures and operations.

• Provide additional resources (e.g. operators and buses) to maintain the agency’s on-time performance for planned and unplanned events. Creating work orders for extra buses in TX Base and adding extra staff on special events/or special weather days.

• Attending meetings with stakeholders and representing the department, such as, On Time Performance and Fire Safety.

5. TCC Information Services. Develops and carries out TCC Information Services support policies, procedures and operations.

• Overseer of the TM—Transit Master software/hardware system. Overseer of the phone apparatuses, maintenance, and contact support.

• Liaison with Vontas who distributes the TM system Customer Complaint Liaison

• TCC METNET Operators’ Page upkeep and author.

• Implement additional technology and expand capabilities of the TCC in preparation for future growth.

6. TCC Communications Team: Develops and carries out TCC Communication Teams policies, procedures and operations.

• Managing the overall Communications Team operations calendar. Maintain overall schedule for the Communications Team to ensure adequate coverage using the TCC Scheduling Software. and TCC Kipsu scheduling systems software and hardware.

• Project Management for the Communications Team to determine technological needs for job responsibilities of the team and ensure work product matches agency’s needs.

• Conduct other duties for the team including but not limited to bi-weekly team meetings, support overall TCC operations, provide real time support inside the TCC during times of crisis.

7. TCC Training Coordination

• Update, create, and assess training needs for staff.

• Develop, design, implement and evaluate, on an ongoing basis, a new hire training program for all TCC Supervisors and staff.

• Evaluate and document SSRs and CAD Calls For Service.

• Look for trends or areas for individual or team improvement via a rigorous QA/QI process.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience i n transit, transportation, public safety, communications, or similarly related field and completed education in Business Administration, Transportation, Communications or closely related field:

• Bachelor's degree or higher with four (4) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

• Associate degree with six (6) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

• High school diploma/GED with eight (8) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

*Metropolitan Council Employees Only:Successful completion of any of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience of either 1 year or 6 months. You must attach your certificate(s) as proof of completion of the program to your application.

Internal Metropolitan Council ProgramNumber of years of supervisory experience program counts for

Metro Transit Leadership Academy1 year

Project Management Development Program-12-month session1 year

Project Management Development Program-6-month session6 months

Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.

• Leading Self-Personal Effectiveness Certificate

• Leading Self-Communication Certificate

• Leading Self-Business Skills Certificate

• Leading Others-Preparing for Supervisor Certificate

6 months

Licensure:

• Valid driver's license and acceptable driving record.

• Must be able to pass a criminal background check with fingerprinting.

What additional skills and experience would be helpful in this job (desired qualifications):

• Experience in using best practices to assist in making decisions that limit the liability of the agency and TCC, as well as resolve the situation that is presented.

• Experience speaking in front of the public or presenting information to large groups of people.

• Experience designing, developing, delivering, and evaluating training.

• Experience as a lead/supervisor of union employee work groups and knowledge of union contract administration.

• Experience with management practices, principles of supervision, and/or performance management (coaching, counseling, staff development, performance improvement, discipline).

• Experience promoting an equitable, positive, and respectful work environment that values diversity among all employees.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of management practices, principles of supervision, performance management (coaching, counseling, staff development, performance improvement, and discipline).

• Knowledge of Twin Cities geography and Metro Transit Service Area.

• Knowledge of Federal, State and local laws and regulations relating to bus transportation.

• Knowledge of customer communications, including voice of social media and handling public safety complaints via text.

• Creating departmental policy and procedure.

• One-on-one communication and supervision of employees.

• Multi-tasking and coordinating multiple activities at once.

• Effectively manage multiple, competing issues, make sound decisions under pressure and prioritize responses for proper resolution.

• Basic skill level in Microsoft Word, Excel and other windows-based environments

• Strong written, verbal, and communication skills.

• Creating departmental policy and procedure.

• Will make real-time decisions involving transit service, transit policy, and transit police incident call handling.

• Position makes long term decisions about operational policy, including planning with manager and chief operating officer for large scale events that will affect transit.

• Position also has to make real-time decisions and provide guidance to TCC Team on how to handle incidents that include public safety and service disruptions.

• Incumbents will follow current policy and procedure, however, there are many times when policy and procedure will not exist for the situation that is presented.

• Incumbent will need to use best practices to assist in making decisions that limit the liability of the agency and TCC, as well as resolve the situation that is presented.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

• We encourage our employees to develop their skills through on-site training and tuition reimbursement.

• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us! (http://metrocouncil.org/Employment/Making-A-Difference.aspx)

Additional information

Union/Grade: Transit Management Supervisor Association (TMSA) / Grade H

FLSA:Exempt

Safety Sensitive: Yes, subject to random Non-DOT drug tests .

What your work environment would be:

Work is performed in a standard office setting and in the field. Requires conducting field inspections and off-site duties as required. Position has exposure to working near moving parts, fumes airborne particles, outdoor weather conditions and vibration. Some positions may require travel between primary worksite to other sites.

What steps the recruitment process involves:

• We review your minimum qualifications.

• We complete a Work Record Evaluation (WRE) for internal employees only.

• We rate your education and experience.

• We conduct a structured panel interview.

• We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please emailHR-OCCHealth@metc.state.mn.us.

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

• Guaranteed monthly retirement income through Minnesota State Retirement System pension fund

• Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan

• Two or more medical plans from which to choose, with employer contribution towards premiums over 80%

• Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

• Well@Work clinic

• bus/rail pass valued at over $1200 per year

• parking at many job locations

• fitness centers at many job locations

• Employee Assistance Program

• extensive health and wellness programs and resources

  01

  Applicant Instructions: The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step. I have read and understand the above instructions regarding supplemental questions.

• Yes

• No

  02

  How did youfirsthear about this job opening?

• CareerForce Center

• Community Event/Organization

• Employee Referral

• Facebook

• Glassdoor

• Indeed

• Job Fair

• LinkedIn

• Metro Transit Bus Advertisement

• Twitter

• Website: governmentjobs.com

• Website: metrocouncil.org

• Website: metrotransit.org

• Website: minnesotajobnetwork.com

• Other

  03

  If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title. Type N/A if not applicable.

  04

  Please describe how you meet the requirement of at least one year of verifiable lead/supervisory experience. If this does not apply, type "N/A".

  05

  Please select the option below that reflects your education and experience level.

• A bachelor's degree or higher in Business Administration, Transportation, Communications or related field; AND at least four (4) years of progressive, responsible experience in transit, transportation, public safety, communications, or similarly related field; AND at least one (1) year must be of verifiable lead/supervisory experience.

• An associate degree in business administration, Transportation, Communications or related field; AND six (6) years of progressive, responsible experience in transit, transportation, public safety, communications, or similarly related field; AND at least one (1) year must be of verifiable lead/supervisory experience.

• A high school diploma/GED; AND eight (8) years of progressive, responsible experience in transit, transportation, public safety, communications, or similarly related field; AND at least one (1) year must be of verifiable lead/supervisory experience.

• None of the above.

  06

  Do you have a valid driver's license and acceptable driving record?

• Yes

• No

  07

  Please select the areas below with which you have work experience (select all that apply).

• Experience in using best practices to assist in making decisions that limit the liability of the agency and TCC, as well as resolve the situation that is presented.

• Experience speaking in front of the public or presenting information to large groups of people.

• Experience partnering and negotiating with internal departments or outside agencies to plan long term projects, events, and/or service changes and disruptions.

• Experience as a lead/supervisor of union employee work groups and knowledge of union contract administration.

• Experience promoting an equitable, positive, and respectful work environment that values diversity among all employees.

• None of the above.

  08

  If you answered that you have experience in using best practices to assist in making decisions that limit the liability of the agency and TCC, as well as resolve the situation that is presented. in question #7, please provide an example and include the decision making steps you took to resolve the situation. If this does not apply, type "N/A."

  09

  If you answered that you have experience partnering and negotiating with internal departments or outside agencies to plan long term projects, events, and/or service changes and disruptions in question #7, please describe that experience, including duties performed, where the experience took place and for how long. If this does not apply, type "N/A."

  10

  If you answered that you have experience promoting an equitable, positive, and respectful work environment that values diversity among all employees in question #7, please describe that experience. If this does not apply, type "N/A."

  11

  Please describe your experience in detail of the following areas: - Evaluating employee performance. - Coaching and providing feedback. - Training and development. - Implementing disciplinary action. Include your employer's name(s), job title(s), dates of employment, and duties assigned. If you do not have such experience, type "N/A."

  Required Question

Agency

Metropolitan Council

Address

390 Robert St. N.St. Paul, Minnesota, 55101

Website

https://metrocouncil.org

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