Mobility Supervisor

Mobility Supervisor

GRTC is uniquely integrated with the community and offers a range of opportunities, from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC's headquarters powers 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

The Mobility Supervisor plays a pivotal role in overseeing the safe, efficient, and reliable operation of GRTC's on-demand Microtransit services while providing field support for Paratransit operations as needed. This position ensures seamless execution of day-to-day service delivery, monitors operational performance, and responds promptly to incidents and service disruptions.

The Mobility Supervisor is responsible for coaching and guiding Operators, ensuring adherence to safety regulations, maintaining high standards of customer service, and addressing real-time service challenges to minimize disruption. This role also supports paratransit operations in the field on behalf of GRTC during incidents or emergencies and assists in vendor audits as directed by management.

Reporting to the Lead Mobility Supervisor, this position works closely with the Mobility Manager and other internal departments to promote operational excellence, continuous improvement, and a strong safety culture across all mobility services.

Essential Duties and Responsibilities:

Supervision and Oversight

• Directs and monitors daily assignments; schedules operators and assigns vehicles to ensure daily coverage of all GRTC Microtransit Shifts.
• Assists with operator check-in to determine fit for duty, document callouts, late and no-shows.
• Direct and guide Microtransit Operators, ensuring compliance with operational standards, traffic laws, and GRTC policies.
• Monitor daily service operations for schedule adherence, safety compliance, and service efficiency.
• Conduct performance evaluations and address attendance, scheduling, and operational concerns.

Safety & Compliance

• Enforce strict adherence to GRTC's safety policies and FTA safety regulations.
• Respond to vehicle accidents, incidents, or service disruptions, ensuring proper documentation per GRTC protocols.
• Provide field incident response support for Paratransit operations on behalf of GRTC's oversight of its contracted vendor.
• Assist in internal and vendor audits and field compliance reviews as directed by management.

Customer Service Excellence

• Answer inbound rider inquiries, assign real-time ride requests, and reassign live trip requests as needed to provide efficient public transit service.
• Promote a culture of exceptional customer service by ensuring Operators respond professionally to passenger needs.
• Investigate and resolve customer complaints or concerns in a timely and professional manner.

Route Optimization and Technology Management

• Manage ride requests and routing through digital platforms (e.g., VIA/VOC) to ensure efficient operations.
• Schedule trips efficiently after reviewing scheduling software suggestions, map coordinators, direction of travel, and time constraints; reschedule trips to other vehicles as appropriate; communicate with operators via radio to adjust schedules when appropriate.
• Notifies riders and location personnel of all changes in service assignments, emergency situations, accidents, breakdowns, or any other event that may disrupt service.
• Troubleshoot and resolve technical issues related to tablets, dispatch systems, or communications tools.
• Utilize digital platforms (e.g., Microsoft Teams, SharePoint) to enhance coordination and communication.

Vehicle Maintenance & Inspection

• Ensure daily pre-trip and post-trip vehicle inspections are completed accurately by Operators.
• Communicate and coordinate with the Maintenance Department to address out-of-service vehicles promptly.

Training & Development

• Support onboarding and training for new Operators, including refresher training for service changes or new technology.
• Assist with training and evaluations for Fixed Route Operators assigned to LINK or special mobility services.

Record Keeping and Documentation

• Maintain accurate records of Operator attendance, performance, and policy adherence.
• Complete and review incident and accident reports, ensuring accuracy and timely submission.
• Administer corrective or disciplinary actions in accordance with GRTC policies.

Other Duties As Assigned:

In accordance with our mission statement, additional duties and/or tasks may be assigned to maintain seamless service for the agency.

Supervisory Responsibilities:

• Assist the Lead Mobility Supervisor and Mobility Manager in overseeing Microtransit Operators.
• Exercise independent judgment in daily operational decisions to maintain uninterrupted service.
• Promote consistent communication and coordination among Operators, Dispatch, and the vendor's Paratransit field team.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Certifications:

• Bachelor's degree in transportation management, planning, logistics, or a related field. Relevant experience will be considered in lieu of a degree.
• Minimum 2 years' experience in transportation operations required.
• Experience with passenger transport preferred.
• Minimum 6 months of instruction/direction-based leadership experience preferred.
• Valid Driver's License (DL) and valid DOT medical card (or able to obtain upon hire). If out-of-state, must be able to convert license to the Commonwealth of Virginia.
• Availability to work varied shifts, including nights, weekends, holidays, and in inclement weather conditions.
• Working knowledge of service area geography and transit system preferred.

Knowledge / Skills / Abilities:

• Strong written, verbal, and organizational skills.
• Proficiency with Microsoft Office, CAD/AVL systems, and paratransit/microtransit software.
• Ability to manage field operations, resolve emergencies, and handle customer complaints effectively.
• Minimum of two (2) years of supervisory experience in public transit, paratransit, or transportation operations.
• Valid Virginia CDL with passenger endorsement and a clean driving record.
• High school diploma or equivalent required; post-secondary education or management training preferred.

Certificates, Licenses, and Registrations:

• Valid driver's license with no more than one moving violation in the past 36 months.
• Valid DOT medical certification.
• Completion of GRTC-approved supervisory management certification within 12 months of hire.

Additional Requirements:

• Participation in GRTC's Drug and Alcohol Program, including compliance with all FTA safety-sensitive regulations.
• Subject to random drug and alcohol testing per FTA requirements.
• Availability to work varied shifts, including weekends, evenings, and holidays, as required by service needs.

Physical Demands:

• This position supports a 24/7 operation and may require occasional evening, early morning, weekend, or holiday hours based on operational needs.
• Work is performed both in an office environment and in the field, including bus lots, control centers, and transit facilities.
• Requires frequent bending and kneeling
• Requires primarily sitting.
• Must be able to safely drive and operate transit and transit-related vehicles, including but not limited to passenger cars, transit vehicles, and the Mobile Command Unit.

GRTC IS AN EQUAL OPPORTUNITY EMPLOYER WHO VALUES DIVERSITY IN THE WORKFORCE