Assistant Manager, Transit Control Center (TCC) Operations

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses and light rail, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Assistant Manager, TCC Operations positions are responsible to plan, coordinate and manage the daily first and second shift work activities and operational functions of the Transit Control Center (TCC) while implementing continual operational and technical improvements in order to meet agency and customer needs and expectations.

The Assistant Manager, TCC Operations positions perform rotational management oversight and support duties/requirements for assigned Transit Control Center work units and support operations including:

• Bus Transit Services
• Police Dispatching
• Information Services
• Communications Specialist Team
• Training Program

The candidate's permanent residence must be in Minnesota or Wisconsin. This position will establish an eight-month eligible list for current and future positions.

1. TCC Operations Management Oversight: Assists the Manager, TCC with management oversight of TCC operations development and monitoring of goals, objectives, operating rules and departmental procedures in support of Metro Transit's operating plans, goals and objectives.

• Defining staff performance measures and goals and establishing plans and priorities for the department. Analyze service performance data and provide input to other departments regarding recommended corrective actions.
• Develops, writes, and updates departmental policies and procedures. Works with other departments to ensure standard operating procedures, as well as common and consistent emergency response and reporting.
• Prepares concise reports, compiles information and maintains procedural reference information, and other required documentation; documents non-compliance of rules, procedures, and policies when required. Review reports, data, and audio recordings for accuracy and completeness. Design, develop, and maintain report forms/templates.
• Develop and maintain departmental budget. Work with staffing schedule to minimize overtime expenditures while maintaining adequate staffing levels. Purchase items to support departmental needs within the set budget. Predict training needs and costs to maintain staff proficiencies and competencies.

2. TCC Staff Supervision: Provides daily supervision, coaching, counseling, administration of discipline for 5-6 TCC Supervisors and 5 Associate Communications Specialists staff based TCC rotational operations assignment determined by Manager, TCC

• Develop and implement scheduling and oversee shift selection and work fill process. Facilitate hiring process for new TCC supervisors, Associate Communication Specialist
• Oversee and evaluate daily work assignments. Approve absences and backfill work to ensure adequate shift coverage. This includes all vacation and day at a time requests off. Assign overtime and approve shift swaps that will ensure adequate console coverage for team.
• Ensure staff compliance with policies, rules, procedures, practices, and adherence to labor contracts.
• Facilitate hiring process for new TCC supervisors Associate Communication Specialist Conduct training of new employees to ensure new hires are onboarded successfully and understand their role and responsibilities at Metro Transit. Conduct refresher training and new training throughout the year for current team members.
• Conduct performance management and annual performance review process using Met Council Perform program for assigned TCC staff.
• Partners with relevant departments to administer and monitor standardized programs such as drug and alcohol, FMLA, Disability Management, Worker's Compensation, Safety and Training programs. Perform other duties, such as Leadership Academy OJE mentor liaison, drug testing management of supervisors and associates, etc.

3. Police Dispatching: Develops and carries out TCC Police Dispatch policies and procedures and oversees its TCC operations.

• Work as a liaison between TCC and Police Command Staff.
• Communicate with TCC, Police Computer-Aided Dispatch (CAD) vendor, Metro Transit Police Department, and other public safety agencies.
• Provide investigative support for Metro Transit Police Department and other public safety agencies. Investigating complaints by finding audio proof. Investigating complaints by finding documentation proof via SSRs-Special Situation Reports. Creating Incident Command documentation such as ICS 202 and 204 reports
• Analyze and provide adequate dispatch staffing levels for additional police activities.
• Overseer of the CAD-Computer Aided Dispatch software/hardware system.
• Attending meetings with stakeholders and representing the department, such as, PSAP-Public Safety Answering Point, MTPD-Metro Transit Police Department, and BCA-Bureau of Criminal Apprehension.

4. Transit Bus Service: Develops and carries out TCC Bus transit service policies, procedures and operations.

• Address operational needs and TCC staffing to effectively manage potential service impacts. Overseeing TCC Supervisors and managing the report types such as Bus Transportation Daily Reports.
• Provide additional resources (e.g. operators and buses) to maintain the agency's on-time performance for planned and unplanned events. Creating work orders for extra buses in TX Base and adding extra staff on special events/or special weather days.
• Communicate with Street Operations and Maintenance staff to ensure appropriate staffing level needs in support of overall transit operations.
• Monitor weather, traffic, and events to predict their impact on staffing and equipment needs.
• Attending meetings with stakeholders and representing the department, such as, On Time Performance and Fire Safety.

5. TCC Information Services. Develops and carries out TCC Information Services support policies, procedures and operations.

• Overseer of the TM-Transit Master software/hardware system. Overseer of the phone apparatuses, maintenance, and contact support.
• Analyze operational needs of current and future systems in coordination with TCC Systems staff.
• Develop upgrades to current police dispatch systems to be compatible with other public safety agencies.
• Liaison with Vontas who distributes the TM system Customer Complaint Liaison
• TCC METNET Operators' Page upkeep and author.
• Implement additional technology and expand capabilities of the TCC in preparation for future growth.

6. TCC Communications Team: Develops and carries out TCC Communication Teams policies, procedures and operations.

• Managing the overall Communications Team operations calendar. Maintain overall schedule for the Communications Team to ensure adequate coverage using the TCC Scheduling Software. and TCC Kipsu scheduling systems software and hardware.
• Conduct daily and monthly quality assurance for Text for Safety, Rider Alerts, and social media, to ensure policy and procedures are being followed and provide constructive and complimentary feedback. Quality Assurance would be completed by reviewing previous day's work and developing long term goals
• Project Management for the Communications Team to determine technological needs for job responsibilities of the team and ensure work product matches agency's needs.
• Conduct other duties for the team including but not limited to bi-weekly team meetings, support overall TCC operations, provide real time support inside the TCC during times of crisis.

7. TCC Training Coordination

• Update, create, and assess training needs for staff.
• Develop, design, implement and evaluate, on an ongoing basis, a new hire training program for all TCC Supervisors and staff.
• Evaluate and document SSRs and CAD Calls For Service.
• Look for trends or areas for individual or team improvement via a rigorous QA/QI process.

Any of the following combinations of progressive, responsible experience in transit, transportation, public safety, communications, or similarly related field and completed education in Business Administration, Transportation, Communications or related field:

• High school diploma/GED with eight (8) years of experience including one (1) year of experience in a lead/supervisory role.
• Associate degree with six (6) years of experience including one (1) year of experience in a lead/supervisory role.
• Bachelor's degree or higher with four (4) years of experience including one (1) year of experience in a lead/supervisory role.

License Requirements:

• A valid driver's license in Minnesota or Wisconsin, or ability to obtain one within 60 days of employment.

• Acceptable driving record.

• Must be able to pass a criminal background check with fingerprinting.

*Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Metro Transit Leadership Academy = 1 year
Project Management Development Program (12-month session) = 1 year
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.

• Leading Self-Personal Effectiveness Certificate
• Leading Self-Communication Certificate
• Leading Self-Business Skills Certificate
• Leading Others-Preparing for Supervisor Certificate

• Experience in using best practices to assist in making decisions that are in alignment with agency goals.
• Experience working within a transportation or emergency operational environment.
• Experience speaking in front of the public or presenting information to large groups of people.
• Experience designing, developing, delivering, and evaluating training.
• Experience as a lead/supervisor of union employee work groups and knowledge of union contract administration.
• Experience with management practices, principles of supervision, and/or performance management (coaching, counseling, staff development, performance improvement, discipline).
• Experience fostering equity, diversity, and inclusion competency and understanding.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of:
  • Knowledge of management practices, principles of supervision, performance management (coaching, counseling, staff development, performance improvement, discipline.)
  • Knowledge of Twin Cities geography and Metro Transit Service Area
  • Knowledge of Federal, State and local laws and regulations relating to bus transportation.
  • Knowledge of customer communications, including voice of social media and handling public safety complaints via text
• Skills in:
  • Creating departmental policy and procedure.
  • One-on-one communication and supervision of employees
  • Multi-tasking and coordinating multiple activities at once
  • Effectively manage multiple, competing issues, make sound decisions under pressure and prioritize responses for proper resolution.
  • Basic skill level in Microsoft Word, Excel and other windows-based environments
  • Strong written, verbal, and communication skills. Creating departmental policy and procedure.
• Ability to:
  • Make real-time decisions involving transit service, transit policy, and transit police incident call handling.
  • Make long term decisions about operational policy, including planning with manager and chief operating officer for large scale events that will affect transit.
  • Respond to critical departmental needs and make business driven decisions in times where limited information and guidance is available.
  • Make decisions which reduce adverse customer, agency and departmental impacts.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!

Work is performed in a standard office setting and in the field. Requires conducting field inspections and off-site duties as required. Position has exposure to working near moving parts, fumes airborne particles, outdoor weather conditions and vibration. Some positions may require travel between primary worksites to other sites.

Additional work details:

This position is on- site and is subject to scheduling which includes day, evening and weekend hours.

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.