Operations Service Monitor

Salary Placement The salary range provided above represents a good-faith estimate of the salary the Agency expects to pay for this classification. The Agency reserves the right to set salary placement outside of the listed range based on factors including, but not limited to, qualifications and experience, position complexity, internal equity, and organizational need. Employment Type At-Will/Non-Union Represented. Schedule Flexible (9/80; after the training period is satisfactorily completed). A flexible schedule is dependent on satisfactory job performance, conduct, and attendance and/or may be withdrawn at any time to meet agency needs. This position is based at Access Services Headquarters in El Monte and requires a minimum of two (2) in-person workdays per week. A hybrid work arrangement may be available for the remaining workdays, subject to operational needs and management approval. Any remote work arrangement is not guaranteed and is contingent upon satisfactory completion of applicable training periods, job performance, conduct, attendance, and agency needs, and may be modified or withdrawn at any time. Remote work days may still require travel to contractor sites or other field locations as business needs dictate. Regular travel to contractor sites throughout Los Angeles County is required.

SUMMARY

The Operations Service Monitor is an entry-level position designed for individuals eager to begin a career in operational oversight. This role is responsible for monitoring the quality, performance, and training of assigned service contractors across key operational areas, including call center functions, dispatch coordination, and driver activities. While specific duties may vary depending on assignment, the core focus remains on ensuring service excellence and contract compliance. The position does not require extensive knowledge of departmental policies or procedures, making it ideal for candidates who are detail-oriented, proactive, and ready to learn. Successful incumbents will demonstrate strong communication skills and a commitment to supporting high standards of service delivery through observation, evaluation, and collaboration.

SUPERVISORY RESPONSIBILITIES

Works under the general supervision of the assigned Project Administrator and may receive limited guidance from a Senior Operations Service Monitor.

ABOUT US

To learn more about Access Services and its responsibilities in the greater Los Angeles region, please visit our website, and click here. Access Services is committed to delivering outstanding quality service to every rider, a commitment that is echoed in our mission and vision statements. Discover more about Access Services and our commitment to quality. Duties may include, but are not limited to, the following: Audits contractor’s employee training files for contractual compliance. Conducts on-site inspections and monitors, audits, and evaluates services provided by Access contractors. Documents the monitoring and auditing activities in reports, memorandums, presentations, emails, etc. as directed. Attend and evaluate contractor training for drivers, reservation agents, and dispatchers. Ensures contractors meet performance standards and comply with contracts, policies, and procedures. Investigates and reports unsafe operating practices or vehicle conditions. Meets regularly with the Operations Service Monitor team to discuss operational observations and collaborate on solutions. Monitors the reservation process and completes observation reports to ensure customers are served courteously and efficiently. Participates in emergency/disaster preparedness drills and aids in actual emergency/disaster response activities. Participate in community outreach activities. Provides oral reports to Access’ Community Advisory Committee. Willing to work assigned shifts, which may include weekends and nights. Other job duties as assigned. A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. Reasonable accommodations to enable qualified individuals with disabilities to perform the essential functions may be made. A typical combination includes: Education Graduation from high school or General Education Development (GED) equivalent is needed. An associate degree in public or business administration or a degree in a similar field is highly desirable. Experience Two years of transit and/or paratransit operation experience is desirable. An equivalent combination of education and experience may be considered. Licenses/Registrations By the time of appointment, applicant must have a valid Class C California Motor Vehicle Driver's License. The license must not be suspended, restricted, or revoked. An applicant’s driving record that shows more than one (1) DMV point violation within the last year, will not be appointed. Must be insurable under Access’ vehicle insurance program (disqualifying factors include V.C. misdemeanors). Certificates Transportation Safety Institute (TSI) Certification in Train-the-Trainer Driver Training is desired. Completion of (or ability to complete within the first six months in the position) National Incident Management System (NIMS) ICTS Certifications in the following courses: 100, 200, and 700.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of: Paratransit operation, specifically in the area of call center, dispatch and driver operations is highly desired. State and Federal laws governing the transportation of riders with disabilities. Computer software programs such as Microsoft Office Suite and familiarity with paratransit routing and scheduling software are desired. Working with the elderly and people with disabilities. Geography of greater Los Angeles County. Skill in: Demonstrates a proactive, self‑motivated approach to achieving departmental goals and delivering measurable outcomes. Maintains high standards of accuracy across tasks, documentation, and reporting to ensure operational excellence. Identifies and addresses issues involving internal processes, external contractors, and database systems with effective problem‑solving strategies. Delivering clear, professional communication in both verbal and written formats, fostering transparency and collaboration across teams. Collaborating seamlessly with colleagues, supporting a positive team culture and shared success. Ability to: Proactively identify and resolve operational issues, offering constructive recommendations to enhance efficiency and overall performance. Demonstrates versatility by thriving in both team‑based settings and autonomous roles, ensuring consistent productivity and accountability. Maintains a strong commitment to delivering exceptional service, with a focus on continuous improvement in customer experience and satisfaction. Skillfully define complex problems, gather and interpret relevant data, and draw sound, evidence‑based conclusions to inform decision‑making.

WORKING CONDITIONS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Physical Demands This position requires extended periods of sitting, with occasional walking and standing throughout the workday. The employee must be able to communicate effectively in English, both verbally and in writing, as regular interaction with staff, vendors, and the public occurs in person and by telephone. Manual dexterity is essential, including the frequent use of hands and fingers to operate a computer, telephone, keyboard, and other office equipment. The role also involves bending, stooping, squatting, and reaching to access, organize, and retrieve files, supplies, and records, as well as lifting and moving documents or materials weighing up to 20 pounds. Specific vision abilities required include close vision and the ability to adjust focus for reading and working with office equipment. Additionally, the employee must be able to operate a company‑provided vehicle for business‑related travel. Mental Demands The position requires a high level of cognitive engagement, including meticulous attention to detail for identifying subtle inconsistencies and ensuring accurate record‑keeping and assessment. Strong critical thinking skills are essential for analyzing complex information and making sound decisions. The ability to recognize patterns and trends supports proactive problem‑solving, while effective planning and managing time appropriately.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: The noise level in the field environment varies considerably. In the course of employment, an employee may visit a service contractor or other contractor’s premises, which may include exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles. Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified. The Selection Process This recruitment is open continuously to meet the needs of the Agency as vacancies occur and may close at any time. Applicants who best meet job‑related qualifications will be invited to participate in the examination process. Applicants will receive an e‑mail notification of their status in the selection process. The selection examination may consist of any combination of written, performance, and/or oral appraisal exams. Examination parts will be weighed according to their relevancy to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization. Pre‑employment As a federal grantee, Access Services maintains a drug‑free working environment as prescribed by the 1988 Drug‑Free Workplace Act. All potential employees are required to obtain satisfactory results from an administrative screening, successfully pass a post‑offer pre‑employment medical exam, and obtain a verified negative pre‑employment drug test administered by Access Services and its service agents. Emergency/Disaster Response - Service Workers All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109). Employment with Access Services requires the acknowledgment to this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency. Immigration and Reform Control Act In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States. Access Services does not provide sponsorship. E-Verify Access Services is an E‑Verify employer. E‑Verify is an internet‑based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of newly hired employees in the United States. Access Services does not sponsor H‑1B or related work visas. An Equal Opportunity Employer Access Services is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities. #J-18808-Ljbffr Access Services