Public Safety Ambassador

Job description

Description

WHO WE'RE LOOKING FOR 

This position reports to the Public Safety Supervisor. This position will provide a visible presence on the Capital Metropolitan Transit System and at CapMetro facilities.  This position will help ensure a safe and welcoming environment for customers, visitors, and staff. This position will also provide information and directions to patrons and be an informational conduit to the CapMetro Operations Center, other CapMetro departments, and to first responders; as well as assisting with various safety and security operations as part of their daily activities while working as first line customer service Ambassadors.

Responsibilities

WHAT YOU'LL BE DOING 

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.  

•    Respond to calls for service at CapMetro’s park & rides, bus stops, rail stations, and transit centers looking for unsafe and/or dangerous conditions.
•    Provide customer service giving directions, tips, rules, and information associated with CapMetro services and properties.
•    Identify when first responders are needed at a scene and provide any information necessary to ensure their prompt response.
•    Conduct safety and security site inspections and document and/or report observations as required.
•    Work with CapMetro departments to create and maintain a safe and secure environment on the transit system.
•    Conduct safety/security and customer service-related ride-a-longs to engage, inform and educate customers.
•    Interact with customers and staff on the system and provide assistance or information as needed.
•    Issue notices of violations when necessary.  
•    Issue/sell passes for CapMetro services to customers.
•    Assist CapMetro Public Safety Officers with duties not requiring law enforcement authority.
•    Complete incident reports and other documentation as required.
•    Organize and administer educational programs for CapMetro staff and contractors.
•    Inspect security systems and equipment to ensure operational use and detect and report evidence of tampering, damage and/or malfunction.
•    Assist service operators and CapMetro staff by interacting and providing assistance to riders and the general public.
•    Participate in emergency preparedness and response training.
•    Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
•    Perform other duties as required and/or assigned.

Qualifications

WHAT YOU BRING 

•    High school diploma or GED 
•    Two (2) years’ experience providing high level customer service to a diverse customer base preferred. 
•    Must maintain a valid Texas driver’s license.
•    Experience as an armed or unarmed security guard, law enforcement officer, or equivalent position within the military preferred but not required.

Knowledge, Skills and Abilities
•    Knowledge of National Incident Management System and/or Incident Command System. 
•    Basic computer skills and familiarity with Microsoft Office Suite.
•    Ability to work in a team environment, partnering well with employees, management, users, vendors, contractors and undertake duties and tasks as assigned without requiring close supervision.
•    Ability to be a positive and constructive contributor in a team-based environment.
•    Highly effective oral, written, and interpersonal communication skills
•    Ability to establish and maintain effective working relationships with employees, officers, management, service contractors and the general public.
•    Analytical ability to find solutions to complex problems and issues.
•    Ability to meet established deadlines, populate spreadsheets and write detailed reports.
•    Ability to effectively communicate with various individuals with wide ranging levels of education and abilities.
•    Ability to learn and apply de-escalation, anti-bias, problem solving, security/safety awareness training, and other training related to the skills needed to perform successfully.

WORK ENVIRONMENT AND PHYSICAL DEMANDS 
Work is performed in an outside environment with exposure to inclement weather and adverse weather conditions. 

Incumbent must have the ability to stand, walk and travel 90% throughout the workday. This position will need to have the ability to work varying shifts, days, nights, weekends, holidays, and rotating shifts, to meet the department’s needs. Must be able to safely operate a motor vehicle. Incumbents must be able to lift and move material weighing up to 20 lbs. This position may require work beyond a normal forty-hour weekly schedule.  

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.

SECURITY SENSITIVE POSITION
This position has been identified as a “Security Sensitive” position.  CapMetro will conduct annual background checks on incumbents in this position.  A position is “Security Sensitive” if the incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area. 

About
CapMetro is Austin's regional public transportation provider. We've been around since 1985 and work every day to give residents, commuters, and visitors the best possible transit options available to match their busy everyday lives.

We're always on the move, connecting people with jobs, schools, restaurants, shops, festivals, and other great places to hang out. In fact, we have more than 31 million boardings each year.