Representative, Field Outreach & Community Relations

Salary: See Position DescriptionLocation : Portland, ORJob Type: Union Limited TermJob Number: 25-00010Department: Communications and Public Affairs (Union)Division: Customer Information Services-Customer ServiceOpening Date: 01102025Closing Date: Continuous Description The Representative, Field Outreach and Community Relations works directly with customers, TriMet staff and contractors to model and deliver exceptional customer service that increases ridership and builds public approval for TriMet.They perform a variety of customer-focused duties on buses, on MAX light rail vehicles, at bus stops and MAX platforms, and at special event venues aimed at delivering safe, informed and efficient service that builds confidence in TriMet and promotes continued ridership.These are Limited-Term positions with an end date of June 30th, 2025.Reliable in-person attendance is an essential function of all positions. TriMet is an in-person first organization, with a strong emphasis on in-person collaboration, customer service, and safe and efficient operations. Some positions may be able to work up to two days remotely depending on department policy, business needs, and manager discretion. Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers' experiences and of TriMet's product and service offerings.Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top "Transportation and Logistics" employer in the state. Essential Functions1. Serve as a visible, approachable, mobile "face of TriMet" for the purpose of building TriMet's brand and public approval while assisting customers. Use opportunities provided by major destination MAX stations (e.g. PDX, Convention Center or Washington Park) to build ridership and public approval by giving new or occasional customers an exceptional customer experience. Coordinate as needed with external stakeholders such as Port of Portland, Travel Portland, Explore Washington Park and Oregon Convention Center.2. Perform personal outreach to customers and operators for service changes, fare changes, planned service disruptions, safety campaigns and special projects for the purposes of improving customer understanding and promoting efficient transit operations. Work closely with Service Planners, Communications staff and others to gain a full understanding of the proposals and the appropriate public messaging. Work with appropriate staff and resources to devise the most efficient way to reach the target audience. Explainand be prepared to defendthe proposals to customers and operators. Be prepared to meet customer objections and concerns. Gather feedback from customers and employees. Compile that feedback and present to Service Planning and internal stakeholders.3. Perform advance outreach and service disruption staffing for planned and unplanned disruptions. Have a thorough understanding of the nature of the disruption, the service alternatives and the communication structure for the event be information and messaging resource for other staff. Provide customers with the necessary information and alternatives to help them successfully adjust to the disruption. Effectively coordinate efforts with Field Operations, Transportation and SafetySecurity staff to provide customers with a safe experience marked by accurate information and realistic expectations. Support bus operators, rail operators, security staff and field supervisors by relaying or clarifying information that will help them support our customers. Be prepared to effectively work with customers who may be upset or seriously inconvenienced by the event. Use skills and resources to resolve or mitigate complaints and to reduce chances that customers will stop using our services.4. Educate, advise and train customers regarding TriMet services, including routes and schedules, fare system and special programs. Provide new customers with a patient, informed introduction to our services that promotes continued ridership. Actively promote safe behavior when working with customers. Offer public transportation trip planning options that include TriMet and connecting services. Teach customers how to use TriMet information resources, such as printed maps and schedules, , and electronic tools. Teach customers how to use system resources to purchase fares.5. Work in partnership with TriMet's Operations and Safety and Security staff to identify safety concerns and to promote safe behavior by TriMet customers. Serve as a safety ambassador when working with customers, TriMet staff and contractors. Support Security efforts by serving as "eyes and ears" reporting system security issues. Promote customers' sense of security by being a visible presence on the system.6. Provide leadership and on-the-job training for employees who provide direct service to customers (such as 'Ask Me' volunteers, Ride Guides or light duty staff) for purpose of giving them a better understanding of TriMet, our customers and the importance of customer service to our business. Ensure that staff understand: Safety protocols Communication protocols Service plans Service disruption possibilities and potential responses Working with difficult customers Fare sales procedures (if applicable) Relationship of On Street Customer Service resources to Operations and other staff. Assess skills and abilities of staff resources and deploy appropriately.7. Provide "customer experience" expertise while serving as an internal resource to help TriMet decision-makers and staff better understand the needs of our customers. Share experience and knowledge of customer perspectives with internal partners for the purpose of helping infuse the customer experience into agency initiatives.8. Coordinate with internal partners to design, perform and document quality control audits of system elements that affect the customer's experience. During all duties, be alert to system or equipment defects and report promptly to the appropriate parties.9. Work with customers in a way that provides employees with a better understanding of customer needs and a demonstration of effective techniques for serving customers. Use available opportunities to help TriMet bus operators, rail operators, field supervisors, security staff and others better understand service details and information tools. Explain planned, pending or implemented service changes. Clarify details of "bus bridges". Position RequirementsA High School DiplomaGED or equivalent is required.Three (3) years of related marketing, sales and community relations experience are required.Knowledge andor experience using public transportation are required. Must have a valid driver's license in the state of Oregon or Washington for the past three (3) years, with a good driving record with no more than one accident or two moving violations in the previous five (5) years.Selection CriteriaKnowledge1. Knowledge and interest in community service.2. Knowledge of and interest in public transportation and its operations.3. Knowledge of radio and communication protocols.4. Knowledge of TriMet system elements (routes, schedules, service planning procedures.Skills1. Superior communications and interpersonal skills.2. Public speaking, comfortable addressing a large audience.3. Mediation and complaint resolution.4. Attention to detail.Abilities1. Ability to pass a physical examination including lifting up to 50 lbs.2. Ability to be flexible and to adapt quickly to new situations.3. Ability and willingness to work days, evenings, weekends and holidays as needed. Ability to communicate clearly and effectively in oral and written form.4. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities andor other vulnerable populations.Type of Position GradeFLSAUnion, Non-Exempt, Full-Time. Wage: $21.09 - $26.37 per hour.Wage will be in accordance with the current Working and Wage Agreement. These are Limited-Term positions with an end date of June 30th, 2025. Selection ProcessCandidates will be selected based at a minimum on the result of: Application ReviewDriving Record Review - Upon submitting your application, you are required to submit a DMV report from every state (except Oregon) where you have held a driver's license in the past ten (10) years. Refer to online instructions to download and attach documents to your application or fax documents to (503) 962- 3477 or (503) 503-962-7440. Supplemental TestPanel InterviewsSupplemental InformationMake sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates andor letters of recommendation with your application. You are permitted five attachments of less than 5MB each. Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.TriMet is an equal opportunity employer, and we are committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly and people with disabilities. ADA Statement As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation. Full-Time and Mini-Run Operator (MRO) Union Employee BenefitsMedical Plan Options Regence Union PPO 8020 - Deductible: $300 Individual$900 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $2,300 Individual$6,900 Family; Prescription Drugs: $10 Generic$25 or 20% Formulary50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union PPO 9010 - Deductible: $150 Individual$300 Family; Office Visit: 10%, after deductible; Out-of-Pocket Max: $1,650 Individual$4,950 Family; Prescription Drugs: $5 Generic$15 or 20% Formulary50% Non-formulary. Benefits listed are for in-network, preferred providers. Regence Union Health Savings Account (HSA) - Deductible: $1,650 Individual$3,300 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $5,000 Individual$10,000 Family; Prescription Drugs: 20%, after deductible. Benefits listed are for in-network, preferred providers. Kaiser Permanente EPO - No deductible; Office Visit: $10 copay; Out-of-Pocket Max: $600 Individual$1,200 Family; Prescription Drugs: $10 copay.All medical plans include prescription drug and vision coverage. Dental Plan Options Delta Dental of Oregon, provided by Moda - Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per personyear; Orthodontia paid at: 50% to $3,000 lifetime maxperson. Kaiser Dental - $10 Copay; Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per personyear; Orthodontia paid at: 50% to $3,000 lifetime maxperson.Coverage Effective DateFull-time Employees - Medical, vision, prescription, and dental coverage is effective the first of the month following your date of employment.Mini-run Operators - Medical, vision, prescription, and dental benefits are effective the first of the month following 30 days of employment.Medical and Dental Rates Effective January 1, 2025 - The rates below reflect the employee's portion of the monthly premium.Regence Union 9010 PPOEmployee: $ 180.36Employee & Spouse: $ 378.68Employee & Child(ren): $ 315.58Employee & Family: $ 504.96Regence Union 8020 PPOEmployee: $ 48.68Employee & Spouse: $ 102.20Employee & Child(ren): $ 85.18Employee & Family: $ 136.28Regence Union HSA Employee: $ 0.00Employee & Spouse: $ 0.00Employee & Child(ren): $ 0.00Employee & Family: $ 0.00Regence Union HSA Employer ContributionEmployee: $ 76.76Employee & Spouse: $ 161.20Employee & Child(ren): $ 134.34Employee & Family: $ 214.92Kaiser Permanente EPOEmployee: $ 52.60Employee & Spouse: $ 105.22Employee & Child(ren): $ 94.70Employee & Family: $ 157.82Delta Dental of OregonEmployee: $ 3.24Employee & Spouse: $ 6.14Employee & Child(ren): $ 6.16Employee & Family: $ 9.24Kaiser DentalEmployee: $ 2.68Employee & Spouse: $ 4.88Employee & Child(ren): $ 5.36Employee & Family: $7.66Employee Assistance Program (EAP)TriMet employees have access to the EAP through Canopy. The EAP is a free, confidential resource available to help employees (and their household members) with life's everyday issues. It also provides many other services including, but not limited to: counseling sessions, webinars, financial coaching, home ownership program, and online access to a wealth of information and resources.Wellness ProgramTriMet supports health and wellness through our Wellness Matters Program. Annual wellness offerings include Flu and COVID shot clinics. Omada Healthy Lifestyle Support Program focused on the prevention and management of diabetes and hypertension. Sword, a digital physical therapy program to treat back, joint, and muscle pain from the comfort of your home for employees and dependents who are enrolled in a TriMet medical plan. Flexible Spending Accounts Health Care Spending Account - Allows employees to set aside pre-tax dollars to pay for medical, vision, and dental expenses not covered by their health plan. Dependent Care Spending Account - Allows employees to set aside pre-tax dollars to pay for dependent care expenses. Limited Flexible Spending Account - Allows employees enrolled in the Regence HSA plan to set aside pre-tax dollars to pay for vision and dental expenses not covered by their health plan.Childcare Reimbursement AccountTriMet will contribute up to $150 to a Childcare Reimbursement Account every month for employees who contribute a minimum of $25 per paycheck into a Dependent Care FSA and are employed with TriMet for six continuous months or more. This contribution is for qualified childcare expenses incurred in the month contributed.Disability InsuranceLong-term DisabilityPermanent DisabilityRefer to the for information on permanent disability.Life and Accidental Death & Dismemberment (AD&D) InsuranceBasic Life and Accidental Death & Dismemberment (AD&D) Insurance - TriMet provides Basic Life and AD&D Insurance to assist employees and their families in the event of death or dismemberment. These benefits are fully paid by TriMet.Union Mini-run Operators Benefit Amount: $18,250All Other Union Employees(working at least 20 hoursweek)Benefit Amount: $25,000Employees may purchase one or more of the following voluntary coverages:Voluntary Life and AD&D Insurance - Employees may purchase additional life and AD&D insurance for themselves, spousedomestic partner, and their child(ren). Employees pay the full cost for this insurance and must elect coverage for themselves in order to elect coverage for their dependents.Hospital Indemnity insurance helps keep your finances on track when you are in the hospital. It pays you or a covered family member directly and you can use it to help cover costs such as copays, deductibles and living expenses.Critical Illness insurance can help with costs from a serious illness that your medical insurance does not cover. It pays you or a covered family member a lump sum to use toward expenses like deductibles, groceries or childcare during recovery.Accident insurance can help with costs that medical insurance does not cover if you are hurt in an accident. It pays you or a covered family member directly and you can use it toward your deductible, copay or daily expenses during recovery. PensionDefined Contribution Plan 401(a)TriMet provides a defined contribution pension plan to employees. TriMet deposits the equivalent of 9 percent of an employee's base pay into an investment account each pay period. After December 1, 2027, TriMet's contribution will increase to 10 percent of an employee's base pay.The employee also has the option of contributing up to 15 percent of hisher base pay pre-tax to the account each pay period. The employee directs the investment of the employee's individual account. The employee is vested in the account after three years of service.Deferred Compensation Plan 457(b)A Deferred Compensation Plan Section 457 (a plan for public employees), allows the employee to build retirement savings with pre-tax dollars to supplement pension, Social Security and private investment.Paid LeaveRefer to the for complete information on sick, vacation, holiday, and personal days.Free Transit PassAll full-time employees, their spousesdomestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a busMAX pass on all lines of the District following their first 120 (one hundred twenty) calendar day probationary period. Mini-run operators their spousesdomestic partners, and eligible* dependents are eligible for a photo identification badge, which is honored as a busMAX pass on all lines of the District following their 6 (six) month probationary period. *Child dependents are eligible for a free transit pass up to age 19, or age 24 if living at home and attending school full-time.TEI MembershipTriMet's corporate fitness center (TEI) is available to employees, and their spouse or eligible domestic partner, at five locations. Membership dues are only $13.00 per month for TriMet employees and an additional $6.00 per month for a spouse or eligible domestic partner.Please note: Full Time (FT) & Mini Run Operator (MRO) employees receive a security ID badge and are eligible to join TEI immediately upon hire. The spouse or domestic partner, however, does not receive a spouse ID badge until after the employee has successfully completed their probationary period. At the end of the probationary period, TriMet spouse identification badges will be issued to the employee's spouse or eligible domestic partner at the employee's request. Once the spousedomestic partner receives their ID badge, they will be able to join TEI.NOTICE: The information contained in this document is intended solely to provide general information regarding the benefits offered by TriMet. This information is subject to change at any time. Revised: 1112202401 This position requires the ability to work full-time with rotating shifts days, evenings, nights, weekends and some holidays. The hours will range generally from a start time of 7 AM to a latest end time of 12 AM. However, start and end times may change due to certain projects. Are you available to work this schedule? Yes No 02 Have you held a valid drivers license for a minimum of 3 years? Yes No 03 The starting wage for this position is $21.09 per hour, with wage increases every six months, reaching the maximum pay at three years. Please acknowledge and confirm that the compensation structure aligns with your expectation? Yes, I confirm. No, this does not align with my expectations Yes No Required Question

Created: 2025-03-06