Los Angeles County Metropolitan Transportation Authority

Job Classification Specification

CCTV OBSERVER SUPERVISOR
Pay Grade C03

Basic Function
To provide supervision, training, and administrative assistance to union represented employees responsible for observing passenger activities through the use of closed circuit televisions.

Classification Characteristics

Supervised by: Director, Transportation Operations; Manager, Transportation Operations; Asst. Transportation Operations Manager

Supervises: CCTV Observer/TCU

FLSA: Non-Exempt

Work Environment
In order to achieve Metro’s goals in support of its mission, potential candidates are required to commit and continuously practice and demonstrate the following work values:

Examples of Duties
  • Oversees Transportation Communication Union (TCU) employees and other Metro employees while processing passenger telephone, gate telephone, and emergency telephone inquiries
  • Oversees Transportation Communication Union (TCU) employees and other Metro rank and file employees’ activities and internal/external communications for unplanned events including but not limited to public announcements, train passenger information systems, and variable messaging related to emergencies, schedule changes, delays in service, and special events
  • Formulates strategies and instructs employees to make timely, frequent, effective, and compliant customer announcements for both audio and video channels
  • Works directly with management and Rail Transit Operations Supervisors to develop and execute comprehensive communication plans during unplanned events
  • Reviews daily records for ticket vending machines, fare gates, and malfunctioning equipment
  • Provides support to internal/external investigations and resolves customer inquiries or concerns using all available contacts and resources
  • Reports equipment problems and assists in testing of equipment, software, and other customer facing systems to be used by CCTV Observers in the performance of their duties
  • Provides initial training as well as follow up and remedial training for CCTV Observers
  • Creates agenda, instructional material and other tools for classroom training of CCTV Observers
  • Schedules CCTV Observers to properly staff for adequate coverage of the day’s activity and unanticipated emergencies
  • Tracks attendance for CCTV Observers; promotes compliance with collective bargaining agreement and applicable policies and procedures
  • Performs payroll duties for Transportation Communication Union (TCU) employees and other temporary non-contract personnel
  • Performs a variety of administrative detail matters such as scheduling vacations/floaters and approving eligibility and availability of time off requests for staff
  • Reviews documentation submitted by TCU employees for various leaves including but not limited to Workers Compensation, Long Term Sick (LTS), Family Care Medical Leave (FCML), and Pregnancy Disability Leave (PDL)
  • Writes and coordinates distribution of train operator and CCTV announcement scripts and/or canned messages and instructions for reading/playing
  • Creates TPIS messages based on weekly temporary letter request
  • Reviews messages throughout week to ensure they are scrolling error-free and that any adjustments to temporary schedules are reflected in messaging
  • Monitors Transportation Communication Union (TCU) employees and temporary non-contract personnels’ calls and advises them on quality and quantity of information given
  • Coaches, counsels, and facilitates ongoing training for new and tenured CCTV Observers
  • Conducts investigations and handles first level hearings including progressive disciplinary actions in accordance with Transportation Communications Union (TCU) Agreement
  • Prepares reports and correspondence
  • Identifies needs and makes recommendations regarding revisions to policies and procedures
  • Administers labor contracts and ensures staff compliance in all areas
  • Contributes to ensuring that the EEO policies and programs of Metro are carried out

Essential Knowledge and Abilities

Knowledge of:

  • Theories, principles, and practices of rail operations for a public transit services organization
  • Metro transportation system, including stations, interlockings, and CCTV practices
  • Use and operation of CCTV equipment, NextBus System, Train Passenger Information System, Variable Message System, and Public Address System
  • Closed circuit television equipment
  • Microsoft Office suite applications
  • Content Management Systems
  • Modern management theory

Ability to:
  • Oversee the operations of video monitoring and internal/external communications for the Rail Operations Control Center
  • Supervise subordinate staff
  • Compose concise and effective customer announcements
  • Work with public and employee work groups
  • Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements
  • Determine strategies to achieve goals
  • Prepare comprehensive reports and correspondence
  • Analyze situations, identify problems, and recommend solutions
  • Interact professionally with various levels of Metro employees and outside representatives
  • Communicate effectively orally and in writing
  • Represents Metro before the public
  • Exercise judgment and creativity within established policy guidelines
  • Read, write, speak, and understand English

Minimum Qualifications
Potential candidates interested in the CCTV OBSERVER SUPERVISOR position MUST meet the following requirements:

  • 2 years of experience conducting observations on closed circuit television monitors, handling internal/external communications and video monitoring OR
  • 2 years of supervisory-level experience working in a high-volume customer service or call center environment OR
  • 1 year of supervisory-level experience observing activities utilizing CCTV/Public Address monitoring equipment

Special Conditions
  • Work weekends and nights as required

Disclaimer
This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.


Date Originally Created: 4/4/2016 8:26:41 AM
Date Last Revised: 4/4/2016 8:26:41 AM
AFSCME: 7236C