JOB SUMMARY

The Transit Field Supervisor will serve as a customer service and public safety supervisor assigned to support the Los Angeles County Metropolitan Transportation Authority’s transit system through various duties including but not limited to monitoring and management of Transit Ambassador I and Transit Ambassador II personnel, implementation of Transit Ambassador Program objectives, and facilitation of resources and reinforcements to support field personnel. The position is a field-based, roving position and assigned supervisors will be responsible to oversee their zone’s daily operation.

PROGRAM DESCRIPTION

The Los Angeles County Metropolitan Transportation Authority (Metro) plays an essential role in the lives of many Los Angeles residents as Metro riders depend on public transit to get where they need to go. To enhance the overall customer experience for their ridership, Metro has committed to improving safety measures on their bus and rail transit system by establishing a Transit Ambassador Program. The Program's objective is to increase a visible, uniform presence on board buses, trains, and at transit stations throughout Los Angeles County. This will be accomplished by deploying “Transit Ambassador” mobile and fixed post teams that are trained to play a rider-facing and welcoming role, promote safety for all riders and operators, and help connect vulnerable riders to resources and/or assistance.

RMI International, Inc. was one of two companies tasked to develop, manage, and operate the Transit Ambassador service for Metro, ensuring that the Transit Ambassador Program delivers quality services and creates accountability. RMI will employ Transit Ambassadors and related personnel to support the objectives of the Program. Personnel will be deployed to various fixed-post and mobile assignments for their shift, providing an on-site mobile presence on board buses, trains, rail stations, bus stops, and elevators. The Ambassadors will be deployed in pairs or small teams to be able to easily identify customer needs and will assist with monitoring, observation, and reporting of public safety conditions.

ABOUT US

RMI is a leading-edge organization committed to providing public safety, customer support, and related services to its clients. Certified as a Minority Business Enterprise (MBE), RMI is a California-based corporation headquartered in the City of Paramount. Established in 1996, the Founder’s vision was to develop a professional organization that would provide clients with consistent quality in an array of services while providing employees with care, respect, and opportunity for personal development in their professional careers. Our continual growth over the past 26 years has proven that our philosophy of espousing quality in each aspect of our service works.

JOB LOCATION

In and around Los Angeles County, California.

RESPONSIBILITIES AND DUTIES

• Facilitate deployment of Transit Ambassador I and II personnel ensuring effective and strategic coverage.
• Monitor Ambassador staff and ensure they are reporting to assigned locations. Transit Field Supervisors shall spend at least 75% of their time in the field to ensure that Ambassadors are delivering services as specified by the Agreement.
• Manage the workflow of Ambassadors.
• Assess the work performance of Ambassadors and identify areas that need improvement.
• Ensure that objectives, deadlines, and performance standards are met
• Implement training and onboarding of new hires to make sure they understand their roles.
• Communicate objectives to Ambassadors and ensure they comply with the company’s plans and vision.
• Assist and support field personnel with resources and reinforcements when needed.

QUALIFICATIONS AND SKILLS

• Customer service experience (required)
• Hands-on Classroom First Aid & CPR (required)
• Ability to show proof of COVID-19 Vaccination (required)
• Previous supervisory job experience (required)
• Bilingual or multilingual (required)
• Ability to successfully pass a pre-employment drug test and criminal background check (up to 7 years)
• A high school diploma, equivalent or ability to demonstrate reading and writing comprehension
• Previous experience in providing trauma-informed care and/or lived experience in homelessness outreach and engagement, addiction, or at-risk categories.
• Previous experience in basic public safety, personal safety, and conflict resolution
• Familiarity with cultural and situational awareness, such as cultural sensitivity & unconscious bias
• Knowledge of disability and mental health awareness
• Ability to operate the use of radios and communication protocols
• Knowledge of bystander intervention and human trafficking – what signs to look for and how to respond
• Ability to demonstrate the following characteristics of customer service strengths: Empathy, Problem Solving Skills, Outstanding Communication Skills verbally and in writing, Patience, Active Listening, Positive Attitude, Quick Response Time
• Field Supervisors with familiarity with the communities where they are deployed are advantageous for the Program.

REPORTS TO

The Transit Field Supervisor will report directly to the on-duty Lead Field Supervisor and will serve as the company’s second point of contact.

SALARY

$25.50 per hour

PERKS AND BENEFITS

• Up to 12 days of Paid Time Off per year
• Up to 10 uncompensated days per year
• Medical, dental, vision, and 401(k) coverage
• Employee Referral Bonus
• Employee Assistance Program

HOURS OF OPERATION

Transit Field Supervisors will be a uniformed public safety and customer information unit tasked with patrolling several posts on the transit system from 6:00 a.m. to 9:00 p.m. on weekdays and 8:00 a.m. to 8:00 p.m. on weekends. The transit program must be operational during designated operating hours, special events, and on recognized holidays. Hours of Program operation will be consistent for service provided on board buses, trains, and at transit station facilities, including elevators.

TRAINING

Aside from RMI-provided orientation and initial training, Transit Field Supervisors shall participate in a minimum of forty (40) hours and up to eighty (80) hours of Metro-administered training. The curriculum will include customer service, situational awareness regarding safety, outreach, and other skills needed to address the dynamic needs within the public transit system. The most important topics as designated by Metro will be covered in onboarding training. Staff may be required to participate in additional Metro training courses throughout the term of the Program at the request of Metro, such as refresher courses and/or additional topic areas.

EQUAL OPPORTUNITY EMPLOYER

RMI International, Inc. complies with all legal requirements, including the Federal Fair Labor Standards Act, Equal Opportunity Employment, and Americans with Disabilities Act. RMI strives to ensure that our company personnel will reflect the diversity of LA Metro riders in terms of race, gender, disability, language, those facing barriers to employment, and other characteristics. RMI International regularly provides professional development opportunities to its personnel to ensure retention.

Job Type: Full-time

Pay: $25.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Application Question(s):

• Fully vaccinated against COVID-19
• Do you have any visible tattoos on your face, hands, fingers, neck or forearms?

Experience:

• Customer Service Supervisory: 2 years (Required)

Language:

• a language other than English (Preferred)

License/Certification:

• Hands-on First Aid & CPR Certification (Required)

Work Location: In person

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