Manager, Safety Response

Trimet•Portland, OR

65d•Onsite

About The Position

The Safety Response Manager oversees the daily activities of a very dynamic and motivated team specifically dedicated to creating a safe and welcoming environment for all TriMet riders. The team focuses on high-visibility presence, ridership engagement, outreach, and connectivity to community-based resources. The SRT Manager works collaboratively with internal and external partners to develop the strategic plan and continually seek ways to improve service delivery to the community. The Safety Response Manager manages the daily duties and oversight of the Safety Response Team personnel on TriMet's system. They develop, implement and coordinate deployment strategies of program personnel working to create a safe and welcoming system for all. The manager is responsible for the performance management of Assistant Managers and Safety Response Team Coordinators. They Assist in the hiring, training, and development of Safety Response program staff. Under direction of the Manager, Public Safety Operations and/or Director of Security and Emergency Management they develop field deployment strategies in coordination with other TriMet personnel, Public Safety staff, resources, contractors, and outside agencies or stakeholders. They ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required. The manager serves as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers' experiences and of TriMet's product and service offerings. This position is performed five days per week in-person. Coordinate and participate in strategy meetings with Transit Police, TriMet Public Safety staff, contracted security and transportation staff. Share vision and strategies with safety response team members. Train and instruct Safety Response Team personnel and trainees. Assist in designing continued training programs, opportunities, and schedules. Responsible for competency management of Safety Response Team field staff, Assistant Managers, and trainees in accordance with SOPs and instructions from the Manager of Public Safety Operations. Assist in documentation, development, and implementation of policies, SOPs, and communication protocols for Safety Response Team. Evaluate effectiveness of Safety Response Program. Develop performance metrics and evaluate staff and program for effectiveness. Provide ongoing reporting of program performance to Public Safety Manager and Security Director. Responsible for scheduling, logistics, and team deployment strategies in accordance with agency goals, objectives and standard operating procedures. Work as a team member with Safety and Security Division to ensure that the mission and goals of TriMet are accomplished in a timely manner and in a spirit of teamwork. Working within the agency and partner organizations to provide the best safety coverage and high visibility presence. Establish, evaluate, and ensure sustained excellence in operational performance through clearly defined objectives and regular monitoring and tracking for the reduction of complaints on the system. Respond to and address customer comments and complaints in a timely manner. May be responsible to provide presentations to stakeholders and outside agencies about the program success.

Requirements

Bachelor's degree required. Bachelor in Liberal Studies and Humanities, Psychology, Social Work, Public Affairs and Policy Management, Criminal Justice, Nursing, Public Health, Emergency Management, preferred.
A minimum of ten (10) years total credited experience.
Four (4) years of experience in public safety, law enforcement,, fire, EMS, corrections, military, nursing, community health worker, EMS, social services, public health, or similar discipline to provide the experience needed, required.
Two (2) years of experience with Program development and evaluation in public safety, public health, or social services, required.
Two (2) years of lead or project management or staff management experience.
Valid driver's license required.
Or any equivalent combination of experience and training.
Thorough knowledge of Bus and Rail Operations, Safety and Security, Fare Inspection and TriMet's mission and goals.
Knowledge of the principles and practices of managing a program and supporting a team.
Demonstrated ability to facilitate and create an atmosphere of support and cooperation.
Ability to use independent judgment and use decision making skills.
Ability to analyze and resolve problems diplomatically.
Ability to provide effective training in field supervisory functions.
Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations.
Ability to accomplish department objectives by managing staff; planning and evaluating department activities and objectives.
Experience accomplishing programmatic goals, communicating job expectations; planning, monitoring, and appraising job results.
Effectively collects and reports data to establish strategic goals by gathering pertinent business operations information.
Demonstrate effective team work and communication skills.
Demonstrate good judgement and leadership skills.
Demonstrate effective decision-making processes and ability to work under pressure.
Demonstrate effective critical thinking and problem solving skills.
Demonstrate the ability to effectively manage stress and other workplace challenges.
Demonstrate great adaptability to changing working environments.
Demonstrate effective conflict resolution and de-escalation strategies.
Demonstrate superior customer service skills, empathy, compassion and understanding.
Ability to ensure safe workplace practices and procedures.
Knowledge of de-escalation techniques.
Demonstrate basic knowledge of community needs and preferences with an understanding of Portland culture.
Knowledge of, ability to, and demonstrate the skill in proficiently using L.A.S.T SOP. Listen - Apologize - find Solution and Thank the customer.

Nice To Haves

CCM - Certified Case Manager
CSWCM - Social Work Case Manager Certification
LMSW - Licensed Medical SW
LCSW - Licensed Medical Social Worker - State Licensure
ACM - Certified Case Management
AHSS - Certification As A Security Officer
TSSP - Transit Safety and Security Program (Bus and Rail)

Responsibilities

Oversees the daily activities of a very dynamic and motivated team specifically dedicated to creating a safe and welcoming environment for all TriMet riders.
Works collaboratively with internal and external partners to develop the strategic plan and continually seek ways to improve service delivery to the community.
Manages the daily duties and oversight of the Safety Response Team personnel on TriMet's system.
Develop, implement and coordinate deployment strategies of program personnel working to create a safe and welcoming system for all.
Responsible for the performance management of Assistant Managers and Safety Response Team Coordinators.
Assist in the hiring, training, and development of Safety Response program staff.
Develop field deployment strategies in coordination with other TriMet personnel, Public Safety staff, resources, contractors, and outside agencies or stakeholders.
Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work.
Coordinate and participate in strategy meetings with Transit Police, TriMet Public Safety staff, contracted security and transportation staff.
Share vision and strategies with safety response team members.
Train and instruct Safety Response Team personnel and trainees.
Assist in designing continued training programs, opportunities, and schedules.
Responsible for competency management of Safety Response Team field staff, Assistant Managers, and trainees in accordance with SOPs and instructions from the Manager of Public Safety Operations.
Assist in documentation, development, and implementation of policies, SOPs, and communication protocols for Safety Response Team.
Evaluate effectiveness of Safety Response Program.
Develop performance metrics and evaluate staff and program for effectiveness.
Provide ongoing reporting of program performance to Public Safety Manager and Security Director.
Responsible for scheduling, logistics, and team deployment strategies in accordance with agency goals, objectives and standard operating procedures.
Work as a team member with Safety and Security Division to ensure that the mission and goals of TriMet are accomplished in a timely manner and in a spirit of teamwork.
Working within the agency and partner organizations to provide the best safety coverage and high visibility presence.
Establish, evaluate, and ensure sustained excellence in operational performance through clearly defined objectives and regular monitoring and tracking for the reduction of complaints on the system.
Respond to and address customer comments and complaints in a timely manner.
May be responsible to provide presentations to stakeholders and outside agencies about the program success.