SPOKANE TRANSIT MANAGER - VANPOOL POSITION DESCRIPTION NATURE OF WORK Position is responsible for managing the administration of Vanpool Operations, related fleet expansion, Special Use Program and regional ride matching system. Also responsible for program promotion, identifying potential vanpool markets and representing Spokane Transit to the public and at public events. This position requires a high level of coordination with local employers and local, regional, state and federal agencies. Therefore, must have well-developed communication skills, the ability to resolve problems and conflicts and be responsible for 24/7 customer service. Work is performed with considerable independence and requires planning, arranging and prioritizing work, applying independent judgment, maintaining complex data management software for tracking, budgeting, analyzing and reporting requirements. Development, implementation and maintenance of an accident prevention program, procedures and training is required. SUPERVISION RECEIVED This position reports to the Transportation Manager of Paratransit and Vanpool. SUPERVISION EXERCISED Vanpool Coordinator(s) and also manages approximately over one hundred independent vanpool groups with approximately nine hundred volunteer participant vanpool riders. ESSENTIAL FUNCTIONS Manages vanpool fleet and troubleshoots day-to-day activities of vanpool operations. Establishes annual program goals, objectives and work, utilization plans and measures progress on a monthly basis. Monitors ridership for performance standards, ensures compliance with agency policies, and federal and state regulations. Manage and supervises staff person(s), a large pool of volunteer drivers, bookkeepers, and participants, and day-to-day activities of vanpool operations.
Provide assistance to volunteers in areas of conflict resolution and emergency response procedures; assure program compliance; handles confidential and sensitive situations and assures that problems are resolved. Manage the operation and activities of Trapeze RidePro Pool Management software and commutefindernw.com programs, ensuring contractual requirements are met; ensures that staff liaison responsibilities are assigned and complete; ensure that ride match requests are met in a timely manner and that the database is maintained and accurate. Hires and trains staff persons and provides day to day leadership and guidance to staff person(s) Develops, maintains, analyzes and interprets statistical and performance reports relating to daily and monthly ridership totals for vanpool operations and prepares performance reports for local, state and National Transit Database (NTD). Responsible to increase vanpool participation and utilization by proposing and delivering successful marketing strategies and education with employers and commuters. Generate a variety of creative/innovative strategies to educate specific commuter audiences on the benefits of vanpool. Monitor and report success of promotional marketing activities. Plan for and administer incentive programs such as Try Vanpool. Coordinate with the Communications department to create program promotional materials and website information. Establishes and maintains cooperative relationships with Spokane County CTR office, WSTA, WSDOT state and local agencies as well as public/private institutions. Recommends and plans for service improvement enhancements and opportunities.
Develops and implements vanpool policies and procedures to ensure the highest level of safety and customer satisfaction. Ensure all safety policies and procedures comply with safety standards and best practices as set for through WSTIP. Directs screening, processing and approval of vanpool volunteer drivers, plans and administers (oversees) vanpool training. Approve release of vans to eligible drivers who have fulfilled training requirements. Assist with vanpool accident and incident investigations and manage corrective actions for safety violations and accidents. Resolves customer comments, complaints and issues related to vanpool operations and service, specific requests and/or concerns. Ensure tracking mechanisms & worksheets are in place. Develop processes to track and report required statistics, mileages, vandalism and accidents; manages actions for safety violations and accidents. Prepare emergency alerts and communications as needed to vanpool participants. Use of automated program and fleet management systems to manage, track and report program results. Provide leadership in evaluation and implementation of automation systems to further enhance program administration. Oversees functions of the Vanpool system administrator of the Trapeze Ridepro Pool Management software program and CommutefinderNW ride matching software program. Design processes, procedures, reports, manuals and training for technology systems. Train Vanpool bookkeepers. Active member of statewide technology work group. Oversee quality and integrity of data. Evaluate functionality of software and ensure ease of use for both administrators and volunteer users. Coordinate with IS Department, Communications staff, Software Vendors and Spokane County CTR personnel to troubleshoot problems and to further refine the CommutefinderNW software
Establish fare rates and manage vanpool program finances. Develops and monitors annual program operating budget. Evaluate service projections and estimate fleet miles and revenues to build reliable vanpool budget. Develops and assigns vanpool fares within the guidelines and policies for the program and provides technical assistance and support to vanpool groups. Manage and monitor revenue collection and compliance for each vehicle. Handle monthly billing of vanpool groups, and resolve problems that arise with accounts. Responsible for reconciliation with finance accounts receivable department. Completes regular and ongoing audits of a variety of data for quality control purposes. Prepare audit materials and meets annually with state auditor. Monitor vanpool bus pass utilization to ensure adherence to policies. Responsible to identify/resolve issues and discrepancies with fuel billing and usage. Plan for program assets, manages fleet vehicles, utilization and vehicle replacements. Analyze fleet mix and establishes capital replacement plans. Track fleet mileage and van replacement priorities. Create vehicle specifications and apply for grant funding. Research and recommend potential savings. Facilitate problem solving meetings with fleet maintenance personnel and plan action items for solutions. Coordinate with maintenance for servicing, emergencies, van assignments and trades, to ensure compliance with state regulations, and customer satisfaction.
MINIMUM REPQUIREMENTS Training and Experience: Preferred Bachelor s degree from an accredited college or university in Business Administration, Transportation, Public Administration, or other related fields. A mix of experience and education may be substituted. Licenses: Must have a valid driver s license from the state of residence. Computer Skills: Experience in Microsoft environment, advanced Excel skills preferred. Ability to develop and maintain database programs that track financial and user trends that are used both for reporting and future trend projections and estimates. Keyboard accurately with the repetitive motions of wrist, hands and/or fingers in entering computer data. Physical Capabilities: The physical requirements are primarily sedentary in nature, require communication verbally and in writing and attendance at meetings and workshops that utilize skills of walking and lifting and presentation. Duties are primarily sedentary in nature and are performed in office working conditions SELECTION FACTORS Considerable knowledge of vanpool, transit services and related commuter trip reduction options. Knowledge and demonstrated skills in promotional/program marketing abilities. Ability to manage a program with a complex range of program requirements from needs assessment, marketing, budget building, financial tracking, reporting and daily administration. Ability to work effectively with multiple remote clients who require training, problem solving, conflict resolution and encouragement to succeed and remain in programs. Demonstrated ability to lead successful work teams and projects. Management skills including the ability to communicate effectively both orally, in writing; establish, and maintain effective and cooperative working relationship with others. Provide excellent customer service to all customers both internally and externally. Ability to take initiative, make independent decisions, assume responsibility, and plan, organize, direct, develop and evaluate the activities, functions, staff, and volunteer participants in the Vanpool Program. Represent Spokane Transit in professional and positive light to the community.
Ability to persuade others and a successful track record in negotiations. Knowledge of applicable local, state and federal laws, rules, regulations, codes, and/or statutes. Experience in evaluating safety risks and knowledge of effective defensive driving and training techniques. Ability to coordinate and manage multiple priorities in a fast-paced work environment. Ability to analyze complex problems/issues to identify trends, implement effective solutions and report on results. Advanced knowledge and experience working with computer systems and database systems and reporting. Innovative user of technology and ability to assess volunteer user capabilities. Skills in developing/monitoring budgets and multiple agreements/contracts. Display and practice STA s Core Values in the workplace. WSTA member, attend monthly meetings, which may require travel. WAGE In accordance with the Spokane Transit Salary and Compensation Policy. AA/EEO All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability, ethnicity/race, national origin, religion, gender, gender identity, sexual orientation or veteran status. I acknowledge that I have read this job description, and I feel that I can perform the essential functions of the position with or without reasonable accommodations. Employee Name Printed Date Employee Signature Rev 2/25/15