Supervisor, Transit Rider Investment Program (TRIP) Operations

Metropolitan Council•Minneapolis, MN

4d•Hybrid

About The Position

The Supervisor of Transit Rider Investment Program (TRIP) Operations is responsible for overseeing the day-to-day operations of the assigned shift. The shift supervisors directly plan, coordinate, and manage the daily activities and operational expectations of TRIP agents, focusing on the appropriate level of engagement, education, and resource opportunities for customers. The positions require comprehensive knowledge of Metro Transit policies, procedures, and relevant information to provide accurate guidance to TRIP agents. These roles ensure that the TRIP Department's policies and procedures comply with TRIP program requirements as defined in Minnesota State Statute. TRIP Supervisors report to the TRIP Manager or their designee and must also adhere to the instructions of other Metro Transit officials. The shift options will include both 8-hour and 10-hour schedules either in the morning or evening. Hours may include some weekends and holidays. Additionally, this role may have to travel and work between our office locations in Minneapolis, MN and Saint Paul, MN. NOTE: We are creating an eight-month eligible list for current and future positions. Candidate's permanent residence must be in Minnesota or Wisconsin.

Requirements

Any of the following combinations of professional experience in transit, transportation, public safety, or similarly related field including one (1) year of verifiable lead or supervisory experience and completed degree in transportation, business management/administration or a related discipline: High school diploma/GED with seven (7) years of experience including one (1) year of lead or supervisory experience
Associate degree with five (5) years of experience including one (1) year of lead or supervisory experience
Bachelor's degree or higher with three (3) years of experience including one (1) year of lead or supervisory experience
Must have a valid driver's license and an acceptable driving record.

Nice To Haves

Experience working in a unionized environment.
Intermediate Microsoft Skills in Outlook, Word, Excel and PowerPoint.
Strong customer service skills with diverse clients and agencies.
Experience creating and presenting a detailed or complicated message to groups of people (including internal, external and diverse customers).
Experience responding to elevated issues (E.g., heated discussions, emergencies or security concerns) and able to manage the situation and resolve problems using critical thinking skills.
Experience in multi-tasking and prioritizing competing demands.

Responsibilities

At the start of each TRIP Agent’s shift, the Supervisor will offer daily directions and guidance to create a productive and positive work environment: Assign teams and send the daily shift lineup to dispatch, Metro Transit Police Department, and TRIP management. Ensure that agents arrive on time and are ready to work. Confirm that TRIP Agents have the necessary equipment (e.g., properly charged radios, working validators, ticket books, medical/resource shoulder bags, Narcan, pens) before the start of their shift. Provide directions regarding the day’s work, including route assignments, special events, and detours. Ensure proper communication of information contained in the roll call book. Assign break times. Issue and manage TRIP Transfers (fare tickets issued to riders presenting a ride coupon or token).
During the TRIP Agent’s shift, the Supervisor is responsible for ensuring that TRIP Agents stay on task and deliver exceptional customer service to riders and employees. This may include: Redirect staff in the event of an incident. Address any issues or concerns that arise during the shift, such as procedural questions or customer complaints. Ensure each team has an assigned agent to accurately complete daily log sheets. Make sure TRIP Agents adhere to proper guidelines when issuing citations. Ensure TRIP Agents follow protocols when encountering a Person in Crisis (PIC). Ensure TRIP Agents handle potentially dangerous scenarios (e.g., weapons, narcotics) according to established guidelines. Maintain a proactive and efficient approach, such as switching LRT cars every 2-3 stops. Ensure proper radio etiquette is followed. Provide guidance to TRIP Agents when service interruptions occur due to emergencies, including weather-related issues.
At the conclusion of the TRIP Agent’s shift, the Supervisor will: Ensure reports are completed accurately (e.g., incidents, Narcan usage, broken equipment). Ensure TRIP Agents follow guidelines for entering citations at the end of their shift. Confirm that the equipment is returned and properly secured. Complete shift notes to facilitate effective communication with other Supervisors and TRIP management.
Performs other TRIP agent shift supervision and oversight duties: Manage scheduling matters such as vacation requests, sick leave, tardiness, and no-shows. Maintain the roll call book, ensuring it is updated with events, downloadable passes, daily log sheets, memos, procedures, bulletins, and weather information. Ensure TRIP Agents are knowledgeable about workplace safety. Assist with training new TRIP Agents. Document violations and submit them to the Assistant Manager. Document TRIP Agents’ performance and enforce established rules and procedures. Conduct fit-for-duty observations of TRIP Agents. Oversee and schedule drug and alcohol testing. Conduct evaluations for turn-in and probation checkpoints. Serve on-call as needed.
Performs related duties as apparent or assigned.