Assistant Field Operations Supervisor, Paratransit Supervisor

charlottenc; Charlotte (NC); On-site; USD 58,000 - 83,000; Full time

Job summary

The Charlotte Area Transit System (CATS) is seeking a Paratransit Road Supervisor responsible for supervising drivers while operating service in the field. This position directs day-to-day operations for delivering all scheduled services and ensures policies are followed by paratransit operators.

The role also conducts audits and completes investigations of accidents and/or personnel. Join CATS as it transitions toward the MPTA and help deliver safe, reliable transit for the Charlotte region

Qualifications

• Five years of Paratransit experience.
• Knowledge of service area and ability to read a map.
• Ability to use a computer to generate reports and schedules.
• Ability to understand and interpret system operating rules, regulations, and policies.
• Knowledge of proper accident investigation procedures.
• Ability to speak clearly and concisely to understand the views and concerns of others.
• Ability to use a two-way radio.
• Ability to make sound decisions.
• Must have excellent customer service skills and work well with others.
• Must have the ability to operate hydraulic wheelchair lift system.
• Must be able to maintain a DOT medical card.
• Must be able to work flexible work schedules as needed.
• Ability to work flexible hours, shifts, and overtime, including weekends and holidays.
• Position will require frequent sitting, standing and be able to push or lift 50 or more pounds.

Responsibilities

• Monitor operator schedules, daily attendance and recording of work.
• Monitor employee hours and process payroll reports.
• Perform annual reviews with operators based on their performance.
• Resolve customer complaints for both external and internal customers.
• Address field problems such as accidents, breakdowns, and delays.
• Maintain a daily Log of occurrences.
• Maintain customer service goals as established by management.
• Perform supervisory duties including audits and providing feedback and training recommendations.
• Issue written citation reports.
• Audit and inspect vehicles and facilities for safety.
• Communicate information via two-way radio from remote locations.
• Investigate and complete Accident/Incident Reports.
• Ensure drivers follow safety rules and regulations.
• Maintain confidentiality of all information.
• Assist drivers and other Road Supervisors with customer assistance and roadside problems.
• Maintain working relationships with drivers, supervisors, dispatchers, and maintenance personnel.
• Prepare daily reports with basic writing.
• Seek opportunities to increase customer satisfaction.
• Transport employees for Drug and Alcohol Program.
• Perform other duties as assigned.

Skills

Paratransit experience

Customer service

Safety awareness

Decision making

Communication

Education

High School diploma/GED

Associate degree

Job description

Department: Charlotte Area Transit System DepartmentSalary: $57,726.00 - $82,981.69 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY

The Charlotte Area Transit System (CATS) is seeking a Paratransit Road Supervisor responsible for supervising drivers while operating service in the field. This position is responsible for directing the day-to-day operations for delivering all scheduled services. They are also responsible for assuring all policies are followed by paratransit operators. The position will also performs audits and completes investigations of accidents and/or personnel.

Major Duties and Responsibilities

• Monitoring operator schedules, daily attendance and recording of work
• Monitor employee hours and process payroll reports
• Perform annual reviews with operators based on their performance
• Resolving customer complaints for both external and internal customers
• Promptly addressing any field problems such as accidents, breakdowns, and delays
• Maintaining a daily Log of occurrences
• Maintaining customer service goals as established by management
• Performing supervisory responsibilities including completing audits, providing feedback and recommendations for developmental training
• Issuing written citation reports
• Audits and inspects vehicles and facilities for safety
• Communicates information via two-way radio from remote locations
• Investigating and completing Accident/Incident Reports
• Ensuring that drivers follow all safety rules and regulations
• Must have a working knowledge of Worker’s Compensation Procedures
• Interacts with and assists transit passengers
• Investigates and responds to unsafe locations/situations and makes recommendations and changes to resolve the unsafe situation
• Maintains confidentiality of all information
• Assists drivers and other Road Supervisors with customer assistance and roadside problems
• Maintains an effective working relationship and communicates with drivers, supervisors, dispatchers, and maintenance personnel
• Prepares daily reports using basic writing skills
• Seeks opportunities to increase customer satisfaction and strengthen customer relationships
• Transport employees for Drug and Alcohol Program
• Performs other duties as assigned

Knowledge, Skills & Abilities

• Five years of Paratransit experience
• Knowledge of service area and ability to read a map
• Ability to use a computer to generate reports and schedules
• Ability to understand and interpret system operating rules, regulations, and policies
• Knowledge of proper accident investigation procedures
• Ability to speak clearly and concisely to understand the views and concerns of others
• Ability to use a two-way radio
• Ability to make sound decisions
• Must have excellent customer service skills and work well with others
• Must have the ability to operate hydraulic wheelchair lift system
• Must be able to maintain a DOT medical card
• Must be able to work flexible work schedules as needed
• Ability to work flexible hours, shifts, and overtime, including weekends and holidays
• Position will require frequent sitting, standing and be able to push or lift 50 or more pounds.

Preferred Qualifications

• Associate degree in business management or related field
• Bilingual Spanish
• CDL with P endorsement, Class A or B preferred

Minimum Qualifications

High School diploma/GED with five (6) years of relevant work experience, or an equivalent combination of education and relevant experience, provides the necessary knowledge, skills, and abilities to perform the essential job duties successfully.

This position is safety-sensitive and subject to random drug and alcohol testing under Federal Transportation (FTA) regulations.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.