Under direct supervision, provides a highly visible uniformed presence to assist GCRTA patrons as needed; monitors activities in GCRTA stations and on GCRTA trains during revenue service; provides assistance to patrons; acts as a liaison between GCRTA and the community; provides for fare inspection; and performs related duties as assigned.
This is a civilian classification in the Transit Police Department. Incumbents in this classification are non-sworn and perform a variety of duties designed to provide an added sense of security to GCRTA patrons through their presence on trains and engagement with the public. The Transit Ambassador is distinguished from the Transit Police Officer in that the latter is the sworn classification responsible for arrests, issuing citations and performing other police-related actions.
Supervisor of Transit Police
EXAMPLES OF DUTIES
Duties may include, but are not limited to, the following:
- Rides GCRTA trains on specified lines at designated times to monitor activities.
- Punctually attends daily briefing meetings to receive assignments.
- Interacts/engages with GCRTA personnel, the public, and others to establish an official presence and deter disruptive behavior from occurring within the GCRTA system.
- Assists in medical emergencies on GCRTA property by gathering information, providing logistical support, and/or providing first aid as appropriate; summons medical response when needed.
- Provides various routine assistance to GCRTA personnel; fills out forms and writes basic reports; enters data into appropriate computer database or application.
- Assists passengers with fare system issues and address any questions to help ensure payments are collected by conducting fare inspections; helps any passengers that are having difficulties using the fare system and addresses any related complaints or questions.
- Assists passengers with transfers; helps guide customers to access alternate bus or train services during regular service as well as in the event of a service disruption.
- Answers passenger inquiries and always maintains a courteous and friendly demeanor.
- Maintains an expert knowledge of the bus and light rail system to answer all customer inquiries and provides directions when asked.
- Maintains vigilant watch at rail stations and transit centers and helps maintain a safe and clean environment for passengers. Occasionally removes and disposes of litter on trains to help maintain clean environment.
- Handles customer compliments, criticisms, and complaints equally with a calm and pleasant demeanor; attempts to address customer's issues but recognizes when issues need to be elevated to the next level of authority.
- Ensures a commitment to safety through consistent and professional behaviors in performance of all job functions.
- Prepares written reports on incidents and provides to supervisor in a timely manner; documents other activities as specified by supervisor.
- Observes and reports any type of suspicious activity and/or behavior to the appropriate personnel, requests assistance as necessary and appropriate.
- Works with management to perform outreach within the community and participate in departmental efforts including informational presentations.
- Participates in and successfully completes required training.
- May be required to operate GCRTA vehicles.
- Principles and practices of effective customer service
- Methods and techniques of effective communication
- Current office procedures and practices, including the use of online computer equipment
- Applicable GCRTA rules and safety regulations
- Reading, interpreting, and following a variety of instructions
- Communicating effectively, both orally and in writing
- Remaining professional and courteous when dealing with disorderly patrons
- Maintaining basic and accurate records, and other reports as needed
- Exercising sound judgment
- Recognizing unusual, hazardous, or emergency situations and taking appropriate actions according to specified regulations
- Possession of a high school diploma, GED or recognized equivalent.
- One (1) year of full-time equivalent community service or similar experience which involved interacting and engaging with people from a variety of backgrounds.
- Must be available and willing to work varying hours, nights, weekends, holidays, and special events as scheduled
- Must possess and maintain a valid Ohio Driver’s License
- Must be available to work under varied conditions, including inclement weather
- Must complete required GCRTA training
- Must wear designated attire as required by GCRTA
- Must undergo an extensive law enforcement background check
- Train and station environment; work in confined space; exposure to cold, heat and noise, inclement weather, foul odors, and high voltage.
- Requires maintaining physical condition necessary for standing for prolonged periods of time, and for walking, bending, stooping, sitting, and climbing.