Road Supervisor/Dispatch Supervisor

North County Transit District•Oceanside, CA

6d•Hybrid

About The Position

The Road Supervisor/Dispatch Supervisor for Buses provides overall supervision of the daily operations of North County Transit District’s (NCTD’s) BREEZE through the utilization of communication systems such as radio, telephone and computer equipment. This position is responsible for ensuring the safe, efficient, and continuous operation of bus services. The role involves supervising transit operations, managing schedules, monitoring bus drivers, and responding to incidents and accidents in the field. This position also dispatches personnel and equipment in response to service requests and to organize and coordinate the activities of field units; maintains records of activities in response to service requests; leads, instructs and directs in areas of safe driving practices, customer service, and schedule maintenance. The Road Supervisor/Dispatch Supervisor has the ability to work independently or with a team to exercise judgment in operational decisions and ensuring compliance with safety standards and service procedures. The Road Supervisor/Dispatch Supervisor reports to the Operations Manager(s). This position is distinguished by its focus on both field and office responsibilities, blending hands-on supervision with operational management. The Road Supervisor/Dispatch Supervisor is directly involved in the daily operations of transit services, ensuring that buses run smoothly and efficiently while responding to real-time issues such as accidents, incidents, and route changes. This position receives and disseminates information to coach operators and departments as necessary. They will document any service disruptions that include route changes, schedules, and bus stop closures that have been affected by construction, detours and/or special events. Maintain Extra Board and VCB files in accordance with the Collective Bargaining Agreement (CBA). This position requires a high degree of independent decision-making, particularly when it comes to adjusting schedules or routes due to unforeseen circumstances like road closures or detours. Additionally, the role involves a close and continuous interaction with bus operators, providing guidance, support, and performance monitoring to ensure that safety and service standards are met. The combination of fieldwork, operational oversight, and direct interaction with employees sets this role apart from other positions within the organization. The Road Supervisor/Dispatch Supervisor reports to the Operations Manager(s), with the ability to handle a high degree of independence in day-to-day decision-making. The position requires the supervisor to prioritize tasks, manage bus operations, and address immediate operational issues, while adhering to established policies and procedures. The Road Supervisor/Dispatch Supervisor receives guidance and direction on complex or unusual situations but is expected to exercise judgment and resolve most issues autonomously in the field. The position also supervises bus operators, providing direct oversight to ensure adherence to safety protocols, operational procedures, and customer service standards. This includes monitoring performance, offering assistance as needed, and ensuring that any operational changes are effectively communicated and implemented.

Requirements

High school diploma or equivalent
Two years of experience in bus operation, fleet dispatching, or closely related fields.
Must have a current and valid California Driver’s license with less than 6 points in the prior 36-month period and no DUIs in the prior 7 years.
Must have a CDL B and P2 License with appropriate endorsements.
Must be able to obtain and maintain access to Marine Corp Base Camp Pendleton.
Excellent communication skills, both verbal and written, to effectively interact with operators, customers, and other stakeholders.
Strong problem-solving and decision-making skills to handle operational disruptions, emergencies, and service changes.
Ability to monitor and evaluate performance, provide constructive feedback, and enforce operational procedures.
Strong organizational skills, including the ability to manage schedules, reports, and personnel effectively.
Ability to handle emergency situations calmly and effectively.
Ability to work independently with minimal supervision, exercising judgment in day-to-day operations.
Ability to work in a fast-paced, dynamic environment while maintaining attention to detail and operational accuracy.
Ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions, work with office equipment, and periodic lifting of equipment up to 25 pounds is required.
Ability to hear, see and to communicate verbally to exchange information.
Ability to physically travel between District locations and other destinations, work in evenings when, work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way.
May be subject to fumes, odors, dusts, gases, chemicals.
Ability to walk, climb, balance, bend, carry, push, reach, sit, and stand.

Nice To Haves

Bilingual in English/Spanish preferred
One year Coach Operator experience preferred.
One year of Customer Service experience is preferred.
A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered.

Responsibilities

Coordinates bus operations by receiving and transmitting information using a computer-aided dispatch system multi-channel radio and telephone communications console with Operators, NCTD management, emergency responders, and other agencies.
Coordinates and dispatches all bus operator assignments for revenue service, special events, and emergency response.
Monitors and supervises operators' work, drive, and spread time.
Maintains and optimizes bus service reliability and on-time performance by implementing failure management strategies which include real time on-street service management and delay mitigation techniques (route diversions), and utilizing any other NCTD resources.
Prioritizes reported problems in order of importance and severity and formulates, coordinates, and directs the appropriate course of remedial action.
Records pertinent data on incident reports detailing all reported crime activity, accidents, road hazards, mechanical malfunctions, and other miscellaneous operational problems and potential service disruptions.
Directs operators during special events, equipment breakdown and service delays or cancellations; requests assistance from other operators and other NCTD operations support personnel, public emergency services agencies, and the general public.
Responds to emergencies involving NCTD personnel, vehicles, or property; determines and communicates required response level by NCTD personnel and other agencies, including police, fire, and emergency medical personnel.
Notifies appropriate personnel in case of operator emergencies and disruptions or cancellations of service.
Reroutes bus lines and prepares detour notices when necessary, resulting from construction, fire, and police activities, civil emergencies, or other unexpected situations.
Serves as a regional coordinator of mobility services for police and fire agencies, State Office of Emergency Services, Federal Emergency Management Agency, the National Guard, and other emergency agencies during civil disturbance, natural disasters, and other emergencies; may be to serve as a NCTD representative at city or county emergency operations command centers.
Responds to requests for assistance from disabled patrons and ensures transportation service in accordance with the Americans with Disabilities Act (ADA).
Performs customer and public relations duties, including retrieving lost articles and helping to locate missing persons.
Requests various operational reports submitted by operations staff for review and action by management, as appropriate.
Assists authorized outside agencies and internal departments with requests for operational information.
Operates non-revenue vehicles when patrolling assigned geographical areas to monitor and supervise operators in the performance of their duties.
Operates revenue vehicles in the yard, streets, or highways when.
Occasionally operates a bus in revenue service during emergency situations and/or when daily staffing is insufficient to support operations.
Evaluates, diagnoses situations, and determines strategies to provide for safety of buses proceeding on scheduled and unscheduled routes.
Cites operators for rule and standard operating procedure violations.
Counsels operators and prepares written documents concerning operators' performance.
Investigates traffic and workplace accidents, incidents, and customer complaints, and prepares necessary reports.
Conduct wheelchair securement and vehicle cleanliness checks on in service vehicles.
Performs undercover surveillance when necessary to confirm customer complaints or other reports regarding operators' driving performance and/or behavior.
Inputs general payroll information into the Computer Assisted Dispatch (CAD) system and verifies accuracy of data/information.
Enforces NCTD policies, rules, and standard operating procedures, municipal, state, and federal rules and regulations pertaining to the legal and safe operation of revenue equipment.
Plans, directs, and participates in NCTD operations at special events.
Reports and takes action to mitigate hazards, scheduling, and operational problems.
Prepares training materials, lesson plans, and schedules.
Develops detailed technical training and testing materials.
Assists in the training and development of new operators and supervisors; provides on-going training and instruction in areas related to passenger relations, safety, accident prevention, bus maintenance; and keeps records of training provided, course content and attendees.
Helps perform extra board mark-up, shake-up, and operator bidding activities.
Gathers reports and operational data by entering division accident statistics and workers' compensation claims used to identify trends.
Performs various administrative assignments.
Provides direction to internal and external staff.
Adheres to safety rules, regulations, policies, and procedures to ensure the wellbeing of NCTD customers, employees, and business partners.
Other duties as assigned.