Operations Service Monitor

Access Services • El Monte, CA

7d • Hybrid

About The Position

The Operations Service Monitor is an entry-level position designed for individuals eager to begin a career in operational oversight. This role is responsible for monitoring the quality, performance, and training of assigned service contractors across key operational areas, including call center functions, dispatch coordination, and driver activities. While specific duties may vary depending on assignment, the core focus remains on ensuring service excellence and contract compliance. The position does not require extensive knowledge of departmental policies or procedures, making it ideal for candidates who are detail-oriented, proactive, and ready to learn. Successful incumbents will demonstrate strong communication skills and a commitment to supporting high standards of service delivery through observation, evaluation, and collaboration.

Requirements

• Graduation from high school or General Education Development (GED) equivalent is needed.
• Two years of transit and/or paratransit operation experience is desirable.
• By the time of appointment, applicant must have a valid Class C California Motor Vehicle Driver's License.
• The license must not be suspended, restricted, or revoked.
• An applicant’s driving record that shows more than one (1) DMV point violation within the last year, will not be appointed.
• Must be insurable under Access’ vehicle insurance program (disqualifying factors include V.C. misdemeanors).
• Paratransit operation, specifically in the area of call center, dispatch and driver operations is highly desired.
• State and Federal laws governing the transportation of riders with disabilities.
• Computer software programs such as Microsoft Office Suite and familiarity with paratransit routing and scheduling software are desired.
• Working with the elderly and people with disabilities.
• Geography of greater Los Angeles County.
• Demonstrates a proactive, self-motivated approach to achieving departmental goals and delivering measurable outcomes.
• Maintains high standards of accuracy across tasks, documentation, and reporting to ensure operational excellence.
• Identifies and addresses issues involving internal processes, external contractors, and database systems with effective problem-solving strategies.
• Delivering clear, professional communication in both verbal and written formats, fostering transparency and collaboration across teams.
• Collaborating seamlessly with colleagues, supporting a positive team culture and shared success.
• Proactively identify and resolve operational issues, offering constructive recommendations to enhance efficiency and overall performance.
• Demonstrates versatility by thriving in both team-based settings and autonomous roles, ensuring consistent productivity and accountability.
• Maintains a strong commitment to delivering exceptional service, with a focus on continuous improvement in customer experience and satisfaction.
• Skillfully define complex problems, gather and interpret relevant data, and draw sound, evidence-based conclusions to inform decision-making.
• Extended periods of sitting, with occasional walking and standing throughout the workday.
• Communicate effectively in English, both verbally and in writing, as regular interaction with staff, vendors, and the public occurs in person and by telephone.
• Frequent use of hands and fingers to operate a computer, telephone, keyboard, and other office equipment.
• Bending, stooping, squatting, and reaching to access, organize, and retrieve files, supplies, and records.
• Lifting and moving documents or materials weighing up to 20 pounds.
• Close vision and the ability to adjust focus for reading and working with office equipment.
• Operate a company-provided vehicle for business-related travel.
• High level of cognitive engagement, including meticulous attention to detail for identifying subtle inconsistencies and ensuring accurate record-keeping and assessment.
• Strong critical thinking skills are essential for analyzing complex information and making sound decisions.
• Ability to recognize patterns and trends supports proactive problem-solving, while effective planning and managing time appropriately.
• All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109).
• Employment with Access Services requires the acknowledgment to this effect.
• Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency.
• In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States.
• Access Services does not provide sponsorship.

Nice To Haves

• An associate degree in public or business administration or a degree in a similar field is highly desirable.
• Transportation Safety Institute (TSI) Certification in Train-the-Trainer Driver Training is desired.
• Completion of (or ability to complete within the first six months in the position) National Incident Management System (NIMS) ICS Certifications in the following courses: 100, 200, and 700.

Responsibilities

• Audits contractor’s employee training files for contractual compliance.
• Conducts on-site inspections and monitors, audits, and evaluates services provided by Access contractors.
• Documents the monitoring and auditing activities in reports, memorandums, presentations, emails, etc. as directed.
• Attend and evaluate contractor training for drivers, reservation agents, and dispatchers.
• Ensures contractors meet performance standards and comply with contracts, policies, and procedures.
• Investigates and reports unsafe operating practices or vehicle conditions.
• Meets regularly with the Operations Service Monitor team to discuss operational observations and collaborate on solutions.
• Monitors the reservation process and completes observation reports to ensure customers are served courteously and efficiently.
• Participates in emergency/disaster preparedness drills and aids in actual emergency/disaster response activities.
• Participate in community outreach activities.
• Provides oral reports to Access’ Community Advisory Committee.
• Willing to work assigned shifts, which may include weekends and nights.
• Other job duties as assigned.

Benefits

• Flexible schedule (9/80; after the training period is satisfactorily completed).
• A hybrid work arrangement may be available for the remaining workdays, subject to operational needs and management approval.
• Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act.
• Access Services is an Equal Opportunity Employer.
• In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED