Mobility Supervisor

GRTC Transit System • Richmond, VA

11d • $0 - $64,000 • Hybrid

About The Position

The Mobility Supervisor plays a pivotal role in overseeing the safe, efficient, and reliable operation of GRTC’s on-demand Microtransit services while providing field support for Paratransit operations as needed. This position ensures seamless execution of day-to-day service delivery, monitors operational performance, and responds promptly to incidents and service disruptions.
The Mobility Supervisor is responsible for coaching and guiding Operators, ensuring adherence to safety regulations, maintaining high standards of customer service, and addressing real-time service challenges to minimize disruption. This role also supports paratransit operations in the field on behalf of GRTC during incidents or emergencies and assists in vendor audits as directed by management.
Reporting to the Lead Mobility Supervisor, this position works closely with the Mobility Manager and other internal departments to promote operational excellence, continuous improvement, and a strong safety culture across all mobility services.

Requirements

• Bachelor's degree in transportation management, planning, logistics, or a related field. Relevant experience will be considered in lieu of a degree.
• Minimum 2 years’ experience in transportation operations required.
• Minimum of two (2) years of supervisory experience in public transit, paratransit, or transportation operations.
• Valid Driver’s License (DL) and valid DOT medical card (or able to obtain upon hire). If out-of-state, must beConvert license to the Commonwealth of Virginia.
• Valid Virginia CDL with passenger endorsement and a clean driving record.
• High school diploma or equivalent required.
• Participation in GRTC’s Drug and Alcohol Program, including compliance with all FTA safety-sensitive regulations.
• Subject to random drug and alcohol testing per FTA requirements.

Nice To Haves

• Experience with passenger transport preferred.
• Minimum 6 months of instruction/direction-based leadership experience preferred.
• Working knowledge of service area geography and transit system preferred.
• Post-secondary education or management training preferred.

Responsibilities

• Directs and monitors daily assignments; schedules operators and assigns vehicles to ensure daily coverage of all GRTC Microtransit Shifts.
• Assists with operator check-in to determine fit for duty, document callouts, late and no-shows.
• Direct and guide Microtransit Operators, ensuring compliance with operational standards, traffic laws, and GRTC policies.
• Monitor daily service operations for schedule adherence, safety compliance, and service efficiency.
• Conduct performance evaluations and address attendance, scheduling, and operational concerns.
• Enforce strict adherence to GRTC’s safety policies and FTA safety regulations.
• Respond to vehicle accidents, incidents, or service disruptions, ensuring proper documentation per GRTC protocols.
• Provide field incident response support for Paratransit operations on behalf of GRTC’s oversight of its contracted vendor.
• Assist in internal and vendor audits and field compliance reviews as directed by management.
• Answer inbound rider inquiries, assign real-time ride requests, and reassign live trip requests as needed to provide efficient public transit service.
• Promote a culture of exceptional customer service by ensuring Operators respond professionally to passenger needs.
• Investigate and resolve customer complaints or concerns in a timely and professional manner.
• Manage ride requests and routing through digital platforms (e.g., VIA/VOC) to ensure efficient operations.
• Schedule trips efficiently after reviewing scheduling software suggestions, map coordinators, direction of travel, and time constraints; reschedule trips to other vehicles as appropriate; communicate with operators via radio to adjust schedules when appropriate.
• Notifies riders and location personnel of all changes in service assignments, emergency situations, accidents, breakdowns, or any other event that may disrupt service.
• Troubleshoot and resolve technical issues related to tablets, dispatch systems, or communications tools.
• Utilize digital platforms (e.g., Microsoft Teams, SharePoint) to enhance coordination and communication.
• Ensure daily pre-trip and post-trip vehicle inspections are completed accurately by Operators.
• Communicate and coordinate with the Maintenance Department to address out-of-service vehicles promptly.
• Support onboarding and training for new Operators, including refresher training for service changes or new technology.
• Assist with training and evaluations for Fixed Route Operators assigned to LINK or special mobility services.
• Maintain accurate records of Operator attendance, performance, and policy adherence.
• Complete and review incident and accident reports, ensuring accuracy and timely submission.
• Administer corrective or disciplinary actions in accordance with GRTC policies.
• Assist the Lead Mobility Supervisor and Mobility Manager in overseeing Microtransit Operators.
• Exercise independent judgment in daily operational decisions to maintain uninterrupted service.
• Promote consistent communication and coordination among Operators, Dispatch, and the vendor’s Paratransit field team.

Benefits

• Availability to work varied shifts, including nights, weekends, holidays, and in inclement weather conditions.
• Availability to work varied shifts, including weekends, evenings, and holidays, as required by service needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level