Supervises, dispatches, and trains assigned staff responsible for engaging with patrons, conducting fare inspections, monitoring and reporting safety and maintenance conditions and identifying and aiding those needing assistance, and reporting safety, maintenance, and support issues to the appropriate internal or external party.

• Trains, dispatches, and supervises Transit Ambassadors

• Monitors communication devices to determine the need for public safety assistance from Security Operations Control (SOC), Rail Operations Control (ROC), Bus Operations Control (BOC) or law enforcement

• Dispatches and monitors staff in response to suspicious activities, potential safety threats, persons who are unhoused or experiencing addiction or mental health crises

• Notifies internal safety resources and/or law enforcement of potential threats to the Metro transit system

• Coordinates with the appropriate Metro departments regarding cleanliness, maintenance, and safety issues

• Provides real time updates to Transit Ambassador Program staff

• May conduct fare inspections (not fare enforcement)

• Enters and compiles data relating to calls into the Metro’s Transit Watch application and prepares reports

• Supervises staff in the monitoring, observation, and assessment of situations and ensures training in de-escalation and public safety awareness to advance Metro’s public safety strategies

• Schedules assigned staff to ensure adequate coverage according to the day’s activity and adjusts staff assignments when needed to support Metro’s public safety strategies

• Facilitates daily briefing meetings and delegates assignments

• Leads staff in responding to medical emergencies on the Metro transit system by summoning paramedic services, collecting information, providing logistical support, and administering NARCAN (naloxone), CPR, and/or first aid as necessary

• Covers special events (e.g., concerts, live sports, and mega-events) as assigned

• Reviews daily logs of relevant activities, interactions, and observations

• Prepares training materials, lesson plans, and schedules

• Develops detailed technical training and testing materials

• Trains staff in the application of Metro and Transit Ambassador Program policies, procedures, and rules

• Maintains training efficiency and effectiveness by implementing programs and strategies for curriculum design improvement

• Tracks attendance and performs a variety of administrative tasks such as scheduling time off requests for assigned staff

• Coaches, counsels, and facilitates ongoing training for subordinates

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Relevant policies, procedures, and strategies to promote effective public safety protections

• Cultural and situational awareness, such as cultural sensitivity & unconscious bias

• Disability and mental health awareness

• Basic transit riding awareness

• Safety precautions and procedures

• De-escalation techniques

• Principles of training and skills development

• Proper telephone etiquette

• Basic recordkeeping

• Applicable business software applications

• Applicable sections of the Education and Administrative Codes

• Applicable Federal Communications Commission (FCC) regulations

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Planning, organizing, and monitoring the work of staff

• Observing and reporting

• Interacting professionally with various levels of Metro employees, the public, and outside representatives

• Analyzing situations, identifying problems, and recommending solutions

• Exercising sound judgement when encountering patrons and responding to emergency situations

• Communicating effectively orally and in writing

• Problem Solving

• Operating a personal computer, tablet, and/or smart device

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Understand and follow oral and written instructions and procedures

• Work Independently without immediate supervision

• Supervise, train, and develop assigned subordinates

• Differentiate between routine, priority, and high priority messages and initiate responses or advise supervisory personnel

• Interface with the public in a professional manner

• Read, write, speak, and understand English

• Adapt to change and control emotions

• Respond calmly and quickly in stressful and emergency situations

• Administer NARCAN (naloxone), CPR, and first aid

• Assist during evacuation situations

• Write and maintain accurate reports of incidents and observations using electronic devices (e.g. iPad, Smartphone, Tablet)

• Speak effectively to individuals and/or small groups

• Maintain basic records

• Utilize applicable business and public safety software applications

• Work any shift, and any location 

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for education on a year-for-year basis. A typical combination includes:

Education

• Associates Degree in Public Administration, Business Administration, Criminal Justice, Safety, Transportation, or related field

Experience

• Two years’ experience at the level of a Transit Ambassador OR

• Two years of experience performing safety, public support, and/or customer assistance service

Preferred but not mandatory:

• Experience engaging with and/or providing support to vulnerable populations including those who are unhoused or experiencing mental health challenges

Certifications/Licenses/Special Requirements

• Valid California Class C Driver License

• Hands-on classroom style First Aid and CPR certification (required) (training to be provided within six months of hiring).

• Ability to administer Narcan (training to be provided within six months of hiring).

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job.  Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation

• Close exposure to computer monitors and video screen

• High dust, dirt, and/or grease environment

• High noise environment

• Exposure to moving machinery and/or vehicles

• Exposure to outdoor weather including extreme heat, cold, dampness and/or humidity

• Work irregular hours, split shifts, weekends, and/or holidays

• Work after designated regular hours in case of special assignments or emergencies

Physical Effort Required

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Communicating through speech in the English language required

• Standing for extended periods

• Walking

• Bending or twisting at the neck, waist, and/or knees

• Good vision and/or depth perception to judge distances

• Climbing (e.g. ladders, scaffolds, stairs, poles, into vehicles, trains, platforms, etc...)

• Move or carry objects or materials

• Must be able to carry and or lift up to ten (10) pounds.