Manager, Public Safety Operations

Manager Of Public Safety Operations

The Manager of Public Safety Operations is responsible for overseeing the performance of public safety operations staff and contractors within the Security Division. This role includes implementing and managing the department's competency and data management systems, as well as leading the performance management and professional development of assistant managers and other subordinate staff.

This position provides program oversight and strategic direction for TriMet's Proof of Payment program, including the issuance and adjudication of citations in accordance with TriMet Code and Administrative Rules. The manager is responsible for developing and maintaining both physical and electronic systems to support the citation processensuring consistency, efficiency, and compliance with applicable laws and regulations. The manager also has the authority to resolve citations and exclusions based on established guidelines approved by TriMet.

In addition, this role directs the daily activities of Customer Safety Supervisors, Security Dispatchers, Assistant Managers, and contracted security personnel (in coordination with the contract manager). The manager is accountable for policy development, and for implementing and coordinating public safety operations and enforcement strategies across TriMet's bus and rail system. These efforts focus on high-visibility patrols and proactive fare compliance activities to support effective and equitable security operations. This role requires being onsite five (5) days per week. Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements. Safety is a fundamental value that guides all aspects of our work. Perform related duties as required. Serve as a good steward of TriMet and maintain a strong and current understanding of customers' experiences and of TriMet's product and service offerings. Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top "Transportation and Logistics" employer in the state.

Essential Functions

• Responsible for Proof of Payment activity including management of staff and strategies to increase farebox recovery, code compliance, and system security. Develop and apply strategies and protocols to facilitate teamwork using a continuous improvement work model. Provide oversight on all shifts. Ensure all staff training certifications are met.
• Responsible for and oversight of code compliance including management of staff and strategies to increase fare collection and code compliance activities. Direct and oversee public safety staff, including assistant managers, TriMet supervisors, and contractors. Contribute to the direction of special events programs and strategies.
• Responsible for recruitment and performance management of staff and any associated employee or labor relations issues, including training and development, corrective actions, work improvement plans or disciplinary action as required, up to and including termination. Provide coaching, counseling and feedback to employees, resolve higher level discipline issues. Actively promote and support diversity in the workplace through staffing, promotions, training and career development. Model respect for diversity in the workplace. Develop a work environment that is inclusive, respectful and in full partnership with members and officers of the ATU. Ensure consistent application of policies, procedures and labor agreement throughout the workforce. Develop and maintain a productive, principle-based, and creative problem-solving approach to employee and labor relations' issues. Respond to employee concerns and questions to problem solve, counsel on performance issues, customer service incidents, operations problems, leaves of absence, procedures and processes. Coordinate with the SIP Team to resolve security staff complaints.
• Provide leadership to the operational team and provide employees clear communication and direction in regards to TriMet's goals and objectives. Collaborate, develop, recommend, communicate and evaluate new or revised policies, programs and procedures that impact operations and support of agency goals. Contribute to workforce planning for staff (staffing, scheduling and forecasting).
• Responsible for deploying and directing TriMet public safety personnel and contracted security officers for effective code enforcement and revenue recovery. Provide for effective enforcement strategies as accountable in the TriMet Business Plan. Take corrective actions for improved enforcement practices and review procedures for continuous program improvement.
• Maintain assistant manager, supervisor, and security officer competency. Provide direct supervision and effective leadership to assistant managers including oversight of hiring, training and shift scheduling. Evaluate and monitor individual performance. Provide individual coaching, mentoring and counseling. Provide feedback and recognize achievement.
• Responsible for the development and execution of the competency and data management systems including ongoing fare compliance surveys, assessments and data trend analysis. Facilitate and participate in meetings and process improvement teams as required.
• Support the development and implementation of annual goals and budget that support and align with the TriMet business plan. Develop and establish clear goals, targets, strategic actions and scorecards. Monitor budget expenditures, measure performance goals and recognize achievements.
• Establish, evaluate and ensure sustained excellence in operational performance through clearly defined objectives and metrics, regular monitoring of indicators and continuous involvement of staff. Develop and administer performance standards, policies and budget in accordance with department and agency customer service goals.
• Ensure regulatory compliance with federal, state and local regulations and laws. Keep current with TriMet Code including proposed and new regulations. Complete required reports and timely prepared and submitted. Analyze, compile, deliver and present citation and enforcement activity reports and trends to executive leadership and committees to assist with policy development and organizational planning.
• Accountable for the development, maintenance, and oversight of standard operating procedures for citations and exclusions to ensure that appropriate oversight and management controls are in place for citations and exclusions that are issued, dismissed or otherwise resolved, whether or not subject to administrative process. Responsible for citation resolution, including payments, customers on payment plans, customers completing community service, enrolling in reduced fare programs, and requesting administrative hearings. Communicate citation disposition to cited individuals for the purpose of citation resolution.
• Design, development, and implementation of initial and recurrent training for public safety personnel and administrative staff on issuance and processing of warnings, citations, exclusions, and resolution through administrative options. Deliver training for TriMet customer experience staff to assist customers with questions and payment processing over the phone to include processes for resolving citations through administrative options with TriMet. Coordinate with Public Affairs Division staff regarding public messaging of the administrative process, eFare and customer options available. Coordinate and communicate with Juvenile, Criminal, and Justice Court partners regarding citation electronic filing, program development, and administrative options as necessary.
• Direct and supervise employees responsible for inputting citation information into database and quality control for citations submitted to court. Ensure citation issuance and administration process complies with all applicable requirements, including legal requirements, based on consultation with TriMet's Legal Counsel.

Position Requirements

A minimum of a H.S. Diploma / G.E.D. is required. Six (6) years of total credited experience.

Selection Criteria

Type of Position / Grade / FLSA Grade 16, Exempt, Non-Union, Full-Time. Salary Range Minimum : $99,064.00 Maximum : $148,597.00 Salary offers will be determined by a candidate's education, training and relevant experience. Any final offer of employment will fall within the range stated above. For transparency, we choose to list the full available grade range, however, TriMet's salary administration process will ultimately determine the final salary offered. Candidates will be selected based at a minimum on the result of : 1. Application Review (please include : Cover Letter and Resume) 2. Panel Interviews 3. Reference Check Supplemental Information Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and / or letters of recommendation with your application. You are permitted five attachments of less than 5MB each. Internal applicants : Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered. If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission. If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice