Transit Ambassador And Outreach Specialist

This position provides customer service, outreach, and engagement assistance to customers utilizing GoTriangle's transit system through various duties, including but not limited to greeting and assisting customers, maintaining brochures and other resource materials, monitoring safety and security conditions on and off buses, identifying and assisting vulnerable or disabled individuals, encouraging courteous behavior, acting as a liaison between GoTriangle and the community, collaborating with security contract personnel, and reporting incidents. This position coordinates with street outreach teams at direct service organizations to identify and create opportunities to support individuals experiencing homelessness, mental health, substance abuse, and related challenges. This position reports to the Manager of Safety, Security, and Training.

Essential Duties and Responsibilities:

• Observes Transit Bus Operators' customer service interaction in the field and provides accurate and detailed performance feedback regularly to the transit management team.
• Acts as outreach liaison and maintains an effective working relationship with GoTriangle staff, the Cities, and other local partner organizations, and coordinates with community services, advocacy support groups, and Outreach teams to provide services and support information to customers in need.
• Lead outreach and engagement for riders experiencing unsheltered homelessness mental health, substance abuse, and related challenges with timely information to connect with the community services needed.
• Maintains an internal electronic database on customer complaints, safety and security incidents, outreach engagements activities, route request information, community service reports, etc.
• Monitors the regional transit center for customer safety and accessibility, wayfinding signage, tests the public announcement system, and monitors customers boarding and alighting services to improve the transit experience.
• Maintains adequate knowledge of GoTraingle's system changes and improvements (service changes, fare changes, etc.); answers questions and educates customers on GoTriangle's Rules of Conduct.
• Maintains outreach materials inventory and stocks the ticket trailer, buses, and bus stops with community service brochures and mobility information.
• Conducts fieldwork to investigate safety and security related customer requests and complaints regarding bus route schedules, stop locations, and amenities and refers complaints to the appropriate management team for investigation and resolution.
• Collaborates with the amenities team to conduct safety inspections of identified passenger amenities, such as bus shelters, benches, trash receptacles, signage, etc.
• Coordinates the posting and removing of passenger and Outreach announcements using interior bus signs, handouts, and automated on-board announcements.
• Monitors on-board bus and regional transit center closed-circuit security cameras when necessary to ensure a safe travel environment for employees and customers.
• Ensures information regarding transit facilities and bus stop safety and security concerns are disseminated to Transit Operations and Customer Service staff promptly.
• Coordinates the delivery of community service and Outreach brochures and maps at locations throughout the service area.
• Communicates customer complaints and feedback with customer service associates, security contract personnel, and transit service supervisors on safety and security-related issues and prepares weekly and monthly reports for transit management.
• Participates in internal and external meetings, training, and workshops as needed to ensure services are coordinated with the broader service community.
• Other duties as assigned.

Minimum Knowledge, Skills and Abilities:

• Observes Transit Bus Operators' customer service interaction in the field and provides accurate and detailed performance feedback regularly to the transit management team.
• Acts as outreach liaison and maintains an effective working relationship with GoTriangle staff, the Cities, and other local partner organizations, and coordinates with community services, advocacy support groups, and Outreach teams to provide services and support information to customers in need.
• Lead outreach and engagement for riders experiencing unsheltered homelessness mental health, substance abuse, and related challenges with timely information to connect with the community services needed.
• Maintains an internal electronic database on customer complaints, safety and security incidents, outreach engagements activities, route request information, community service reports, etc.
• Monitors the regional transit center for customer safety and accessibility, wayfinding signage, tests the public announcement system, and monitors customers boarding and alighting services to improve the transit experience.
• Maintains adequate knowledge of GoTraingle's system changes and improvements (service changes, fare changes, etc.); answers questions and educates customers on GoTriangle's Rules of Conduct.
• Maintains outreach materials inventory and stocks the ticket trailer, buses, and bus stops with community service brochures and mobility information.
• Conducts fieldwork to investigate safety and security related customer requests and complaints regarding bus route schedules, stop locations, and amenities and refers complaints to the appropriate management team for investigation and resolution.
• Collaborates with the amenities team to conduct safety inspections of identified passenger amenities, such as bus shelters, benches, trash receptacles, signage, etc.
• Coordinates the posting and removing of passenger and Outreach announcements using interior bus signs, handouts, and automated on-board announcements.
• Monitors on-board bus and regional transit center closed-circuit security cameras when necessary to ensure a safe travel environment for employees and customers.
• Ensures information regarding transit facilities and bus stop safety and security concerns are disseminated to Transit Operations and Customer Service staff promptly.
• Coordinates the delivery of community service and Outreach brochures and maps at locations throughout the service area.
• Communicates customer complaints and feedback with customer service associates, security contract personnel, and transit service supervisors on safety and security-related issues and prepares weekly and monthly reports for transit management.
• Participates in internal and external meetings, training, and workshops as needed to ensure services are coordinated with the broader service community.
• Other duties as assigned.

An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Working Hours and Conditions:

Work environment is a combination of indoor office environment and outdoor facilities where there is exposure to dust, noise, and/or extreme temperatures. There will be some exposure to construction and maintenance hazards, including fumes, caustic fluids and materials, malfunctioning equipment and tools, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided. Position requires the ability to work outside for multiple hours at a time during all seasons. Physical effort will periodically require bending, heavy lifting, reaching and carrying, and climbing.

Salary Range: $40,534 - $75,791

Only those candidates regarded as best and most highly qualified will be directed to the hiring manager for an interview.

GoTriangle is an equal opportunity employer.