Opening Date: 02/09/2024
Closing Date: 02/16/2024
Division:Operations/CCT
Dept.: CCT/ADA Program
Grade: SAM 37
Range: Minimum:$63,700.00- Mid:$79,612.00-Max:$95,524.00
The finalist selected for this position will be subject to an updated criminal background check in accordance with SEPTA Policy# E20 which states, "All incumbent employees not having a criminal background check within the last year are subject to an updated investigation for the purpose of determining their suitability for employment, in the event they seek promotion or transfer."
OVERALL DESCRIPTION
Directly responsible for the day-to-day supervision of CCT Control Center operations and personnel to insure the delivery of safe, productive, courteous and dependable paratransit service. Coordinate the management of daily operations for The City and Suburban Carrier Operations. Direct other Transportation Managers/Supervisors for either Paratransit and/or Fixed Route Operations to perform specific functions in support of service incidents and/or accidents; produce records of these functions via detailed reports.
SPECIFIC RESPONSIBILITIES

• Supervises and directs Control Center Dispatchers monitoring and controlling paratransit service operations.
• Directs and instructs Control Center and field supervisory personnel during emergencies or special events to minimize the impacts of incidents/accidents on paratransit operations.
• Coordinates response activities during emergencies and service disruptions. Oversees or directs the deployment of SEPTA and third party carrier Field Service personnel in investigation and follow up to accidents/incidents involving SEPTA paratransit carriers. Ensures that prompt and thorough investigative policies and procedures are used immediately after a field accident.
• Manages problem resolution of service delivery, patron and billing issues between SEPTA and the third party contractors. Generates thorough written reports documenting relevant problems and their resolution.
• Controls and directs the movement of all revenue Paratransit vehicles and support vehicles via a Computer Aided Radio Dispatch (CARD) System in conjunction with the current scheduling software (Route Match) to optimize the operation of our Paratransit service and to trouble shoot disruptions of service.
• Oversees on-going communications with field and third party carrier personnel utilizing computers, radios, telephones and Mobile Data Equipment to ensure efficient transmission, processing and proper feedbacks to decisions made regarding service.
• Coordinates with outside agencies including government and public or private agencies involved in the sponsorship of paratransit service to insure compliance with terms and conditions of service delivery.
• Coordinates all on-going communication with management, emergency personnel, patrons and carriers concerning service delays, accidents and incidents and other major deviations from normal service.
• Follows-up on complaints concerning carriers and patrons.
• Identifies patterns from customer service complaints and implement programs or activities geared at customer service satisfaction.
• Prepares weekly manpower work schedules to accommodate seven days a week, twenty-four hour operations and makes manpower reassignments and adjustments in response to employee vacations or emergency absences.
• Oversees delivery of service by the third party carriers including decisions regarding service adjustments, operation of extra tours and all deviations from regularly scheduled service.
• Performs periodic audits of dispatcher performance to improve safety, efficiency and customer service in the operation of paratransit service.
• Conducts training and retraining for Control Center and field personnel, as necessary, concerning SEPTA policies and procedures, Control Center standard operating procedures and practice and basic dispatching techniques.
• Monitors performance and attendance records for supervisory employees and administer appropriate disciplinary measures as necessary.
• Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
• Performs other duties as assigned.
• QUALIFICATIONS AND EXPERIENCE
  
  • High School Diploma or equivalent and a minimum of five (5) years transportation experience which includes prior experience as a dispatcher/controller, service supervision, scheduling and/or transit instruction/training required.
  • An equivalent combination of experience and education [i.e. two (2) years of related experience, equating to one (1) year of formal post high school education)] may be considered in lieu of the above requirements.
  • Must possess the ability to manage simultaneous responsibilities in a diverse and demanding work environment.
  • Computer proficiency with Microsoft Windows, which includes Basic Word required.
  • Must possess and demonstrate good written and verbal communication skills as well as analytical skills which will be used as a criteria during the selection process.
  • Demonstrated in-depth knowledge of City of Philadelphia’s streets and traffic patterns, and major landmarks in Bucks, Chester, Delaware and Montgomery Counties required.
  • Must possess acceptable attendance and safety record as measured by established criteria.
  • Subject to be called outside of normal duty hours. Must be able to work day shift, night shift, weekends and/or holidays as operationally needed.
  • A Google Map Simulation exercise will be given as part of the interview.
  • The following tests must be passed to be considered for an interview:
    • Map Testing/Reading
    • Reading and Comprehension Test
    • Computer Spelling Test
    • Logical Sentence Completion
    • Call Center Customer Service Simulation
    • Basic Word
  BENEFITS
  SEPTA offers a comprehensive benefits and retirement program for ALL employees, including:
  • Medical - “Minimal annual premium contribution”
  Benefit plans with“No Employee annual premium contribution”:
  • Prescription
  • Dental
  • Vision
  Additional benefits we offer:
  • Pension Plan/Retirement Savings
  • Defined Benefit Pension Plan
  • Voluntary Governmental 457B Deferred Comp Plan
  • Life Insurance
  • Tuition Reimbursement
  • SEPTA Transportation Pass -FREE travel on all SEPTA modes of transportation
  • SEPTA employees qualify for thePublic Service Loan Forgiveness (PSLF) program
  SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
  Nearest Major Market: Philadelphia

About the Company:
Septa