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					Devon County Council
Job Description

Job Title                        Assistant Transport Co-ordination Officer (Tickets)
Location                         Matford Lane Offices, County Hall, Exeter
Reporting to                     Team Leader, Mainstream or Specialist Transport
Post Number                      56/00927                       Grade             D
Directorate/Section              EEC/Waste, Engineering & Transport Services
Effective date of JD             November 2008           JE Job Number

Job Purpose including main duties and responsibilities:

Statement of Purpose
To assist the Team Leader (Mainstream Team) in the effective and efficient provision of transport
services to meet customer requirements for the school and social care transport as determined by the
Passenger Services Manager.

Principal Accountabilities:

    1. To support the Team Leader (Mainstream Team] in all tasks, ensuring as far as is possible
       that continuity of service and action is provided to handle daily client contact and service and
       that office cover is provided 0800 to 1730 Mondays to Fridays when the offices are open.

    2. To assist in the operation of the school transport ticketing, concessionary travel and Post 16
       travel schemes including printing and issuing of tickets.

    3. To assist in the compiling of necessary forms and letters and managing related queries from
       parents, passengers, schools, colleges and operators.

    4. To assist with the operation of the Transport Management computer system (TRAMS) for the
       purchase and production of scholar‟s tickets, including liaison with the Children & Young
       People‟s Directorate (CYPS) and other clients to keep records up to date.

    5. To ensure the completion of all necessary records to follow up operational and contractual
       arrangements and the supply to the Financial Team of the correct information for payments
       and recharges.

    6. To assist with chasing outstanding payments for transport where applicable.

    7. To assist with carrying out checks on loadings, service reliability, at the roadside; schools and
       colleges; and on board vehicles; and to make reports as necessary.

    8. To assist in the other transport arranged by the TCS and to assist in making emergency
       transport arrangements when required.

    9. To conform to, actively commit to and promote DCC Customer Service Standards both with
       internal and external „customers‟ when using any communication media including telephone,
       email and face to face.

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Job Description
Person specification:

                                                                                       Method of
      Attribute                Essential                        Desirable
                       Ability to work under
                       Good organisational skills      Flexible and imaginative
                                                                                       Application
                       Able to work within a team       approach to problem
Management                                                                             Interview
                        and under own initiative         solving
                                                                                       Tests
                       Able to deputize where          Calm & quiet manner
                       Accuracy
                       Problem Solving
                                                        Knowledge of transport
                       Dealing with difficult
                                                         industry either from
                        situations                                                     Application
Experience                                               operating or an
                       Ability to manage time                                         Interview
                                                         education/local authority
                        when delivering a wide
                                                         or similar background
                        range of tasks
                       Good written & other
                        communication skills
                       Able to travel on coaches,
                                                        Good map and timetable
                        and public transport,
                                                         reading skills                Interview
Practical Skills        (including buses & trains)
                                                        Geographical knowledge        Tests
                       Able to access locations
                                                         of Devon
                        throughout the County,
                        including early starts and
                        late finishes
                       Ability to express well
                        verbally and in English text                                   Application
Communication                                           Participation in meetings
                       Use of e-mail and other                                        Interview
                        forms of communication
                       Able to perform role with
                        reasonable adjustments
                                                                                       Application
Personal Qualities     Commitment &                    Presentation skills
                                                                                       Interview
                        conformance to DCC
                        customer service standards
                                                        Awareness of policies
                                                         and legislation affecting     Application
Strategic Thinking
                                                         passenger transport           Interview
Technology / IT                                                                        Application
                       Proven computer skills
Skills                                                                                 Tests
                                                        Other relevant
Education and          Education to GCSE level or
                                                         experience, qualifications    Application
Training                equivalent
                                                         or interests
                       Commitment to and
Equal Opportunities     understanding of Equal                                         Interview
                        Opportunity policies

1.      Supervision and Management:

        Management and monitoring of approximately 200 external contractors
        ensuring the correct usage of scholars season tickets.

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Job Description
       During peak periods the management of temporary staff is required, including
       training and direction.

2.     Creativity and Innovation:
       Post holder(s) deal with issues and problems on a reactive basis with
       continuous and often complex issues to be dealt with, often at short notice.

       Innovative working required to issue a larger number of tickets (approx 12000
       per August/September) in a short space of time. Also needs to manage the
       queries this production generates from parents and passengers.

       Managing season ticket production requires creativity and skill to ensure they
       are provided on time and within the policies set down by the client

3.     Links with other officers, Service users or Members of the Public:
       Links include routine communication with the CYPS /ACS Directorates and
       other external customers (for example Further Education Colleges) about their
       clients transport needs.

       The post deals with a wide variety of contacts including schools/colleges,
       parents, contractors, finance team and CYPS transport officers on the issuing
       and payment of season tickets. This can involve handling potential complex
       situations when tickets are changed or not issued for example if a parent has
       not paid or returned their signed “code of conduct”.

       When dealing with parents of concessionary riders, giving notice due to a lack
       of available seats can result in angry or upset callers which will need good
       negotiation skills, including tact and diplomacy.

4.     Levels of Responsibility:
       The client directorates decide who is entitled to free or assisted transport and
       the post holder is responsible for assisting with the provision of suitable
       tickets. This requires detailed knowledge of the type of tickets available.

       The post holder assists in the offering of concessionary tickets which are
       made on a discretionary basis subject to available space on a given vehicle.

       Assistance is required to chase non-payers which may involve instructing
       contractors to refuse transport provision.

       Decisions may be needed at short notice and the post holder has the freedom
       to act and use their own initiative. Where appropriate they will seek advice
       from a transport co-ordination officer or team leader with any major problems.

       With all decisions there is pressure to react promptly and efficiently to sort out
       a ticket request or failure.

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Job Description
5.     Effects of Decisions:
       The provision of transport (and any changes made to it) has an impact on the
       passenger, the parent/carer of that passenger, the establishment the transport
       serves, the contractors and their employees and the internal or external client
       who made the original request. It will also have an impact on the client‟s
       budget which requires monitoring on a regular basis.

       The decision whether to sell a concessionary seat can have an effect on a
       parent and their child who may have no other means of gaining access to
       their school or college.

6.     Resources:
       To assist in the collection of payment for transport, including cheques, credit
       card payments or by establishing a direct debit mandate. This should be
       completed within DCC policy and financial regulations.

       Responsible for assisting with the management and maintenance of ticket
       issuing equipment, including printers, stocks of tickets, pouches, wallets etc.

       Computer records must be kept up to date through the Transport
       Management System (TRAMS)

7.     Work Demands:
       The nature of transport provision means that the post holder has to constantly
       change and re-evaluate priorities on a day to day basis. Interruptions can
       begin in the morning peak time through to the afternoon journey home and
       often demand an immediate response. These can include:

                 Receiving and processing of payments
                 Requests for replacement tickets if lost or stolen
                 Ticket production (usually twice weekly but more often during peak
                 Chasing non-payers and informing contractors
                 Reacting to changes instigated by the review team
                 Reacting to immediate requests for tickets from CYPS
                 Contractor changes

       All changes need to be recorded in TRAMS with paperwork kept up to date

       At very busy periods, for example at the start of a new academic year, it is
       possible that the piece of work starting at the beginning of the day is left
       unfinished at the end. Tight deadlines are in place to allocate passengers to
       routes, inform parents and dispatch tickets.

       The post holder will deal with many conflicting priorities having to prioritise
       requests from more than one client. Contact may be made from the
       Customer Service Centre, parents, CYPS transport team, contractors,
       colleagues, schools/colleges or the passengers themselves. Each group

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Job Description
       have their problems and priorities and may be in touch via e-mail, the
       telephone, post or in person.

8.     Physical Demands:
       The majority of the work is office based with the use of IT throughout the day.
       Regular movement of boxes containing tickets and envelopes is required.
       The post holder will have regular use of ticket printing machines, including
       some cleaning and routine maintenance.

       The post holder should be able to travel on public transport and other
       contracted transport services which will also result in the need to access parts
       of the County early or late in the day.

9.     Working Conditions:
       95% of time working at TCS, Matford Offices, County Hall
       5% of time spent outdoors or on vehicles undertaking route timing and
       passenger information checks, visits to schools or other establishments

10.    Work Context:

       For the majority of the time the work is office based with contact via the
       telephone or e-mail with an occasional face to face meeting. Some telephone
       calls will be from upset or angry parents or contractors.

       When working outdoors contact will be made with contractors, their drivers
       and the passengers travelling on the routes

11.    Knowledge and Skills:

       From the information given the post holder is required to work on a range of
       advanced tasks with responsibilities that relate to more than one work area.
       The job involves assisting with the management of a ticket production and
       payment, including receiving payments from parents and paying contractors
       for passes.

       Requests for tickets are received following the allocation of a child to a
       suitable route. This needs to be processed quickly and efficiently as the
       passenger can not travel without it.

       Other areas of knowledge which will need to be developed include:
           An understanding of the structures of CYPS and other customers.
           Knowledge of the type of tickets issued including contract, public, rail,
           Knowledge of school transport policy, including when concessionary
             tickets can be granted, Post 16 entitlement and Faith (denominational)
           IT skills including use of TRAMS, ticket machine production, word,
             excel, and Outlook (or equivalents)
           Data protection and financial regulations

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Job Description

                Freedom of Information and Protection of Children & Vulnerable Adults

       In time the level of knowledge and skills required will result on the post holder
       having detailed knowledge in passenger transport co-ordination.

       Skills required include having:
           tact and diplomacy
           verbal and written communication skills
           interpersonal skills
           the ability to work under pressure and to conflicting deadlines
           good telephone phonetics
           a good sense of humour
           ability to work in a team
           the need to task and finish, to prioritise, react to situations
           the ability to take instruction and follow a set down procedure without
               question or challenge

Job GLPC profile
SMP    C&I       C&R    D.D   D.C   Res   WDM    PDM    WCN    WCT    K&S       Score
 2.1     3        3      2     2      1     2      1     1      1      3         354


Job Description agreed by:

Line/Originating Manager: Damien Jones/                        Date: 18th November
                          Martin Carder                        2008

Job Holder (if in place):________________________________Date:__________

Head of Service:______________________________________Date:__________

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Job Description

Structure chart:

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Job Description

Job Description completion notes:
Role Title, Location, Reporting to, Post Number, Work Base and Effective Date of JD to be
completed by manager. Grade, Salary, and GLPC profile details to be supplied by Personnel
and Performance Job Evaluation team.
Job Purpose including main duties and responsibilities:
This section should be used as part of the Recruitment Process. Please make sure you
retain the page break and only copy the first section to any candidates. The candidates do
not need to see any of the section that relate to the Evaluation process.

Initially describe in brief what the job is there for and why it needs to be done. Then briefly
outline the key duties and responsibilities of the job. Concentrate on regular tasks and
Person Specification
This section should be used in conjunction with the Job Purpose (above) as part of the
Recruitment Process.

     Give details on which staff the job holder has line management/supervisory
     responsibility for, the area/speciality of work. Give extent of this responsibility, eg work
1.   checking, appraisals, training etc. Give numbers, state whether full-time, part-time,
     contract, temporary etc. Provide a structure chart showing where within the department
     the job sits.
Creativity & Innovation:
     Describe here the level and extent of creative thinking/problem solving required to get
     the job done. For example design, contract specifications, counselling, application of
2.   ICT, policy development, interpersonal skills, written word, general task problem solving.
     What is the frequency of this problem solving (daily/weekly/monthly). Indicate whether
     the job holder has to follow guidelines and regulations, and how closely.
Links with other officers, service users or members of the public:
     Describe here the normal range of contacts that the job holder has. What are the
3.   reasons for the contact, eg information, advice, negotiation, persuasion, care,
     assessing, developing, motivating. Indicate the frequency of these contacts etc.
Levels of Responsibility:
     The freedom and level of decision making involved with the regular pattern of the job.
4.   The requirement to make decisions. The availability of guidelines and procedures
     limiting decision making.
Effects of decision making:
     Describe the effects of decision making, the outcome, on budgets, people, services,
5.   objectives. This is the properly thought out end result of a decision made and not about
     the negative affect of not making a decision or doing something.
     Describe the tangible assets that the job holder is responsible for. Such assets are
6.   cash, buildings, plant/equipment etc. Does the Job have responsibility for data systems,
     eg Systems Administrator role.
Work Demands:
     Describe the deadlines and timescales for tasks, what are the interruptions and their
7.   extent and suddenness, what is the frequency of those interruptions. Does the job
     holder have to juggle with conflicting priorities for example with resource needs.

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Job Description

Physical Demands:
      Describe how physical the job is. The amount of lifting, carrying, working in awkward
8.    positions is required. What is the frequency at which the job holder is required to work in
      such conditions.
Working Conditions:
      Describe whether in office environment, kitchen, outdoors etc. What is the percentage of
      time that the job holder is exposed to these conditions.
Work Context:
      Describe the potential for injury to health from carrying out work, eg. Contact with
10.   public, working in traffic, using machinery etc. Describe the level and frequency of
      exposure to these risks.
Knowledge & Skills:
      What is the level of knowledge and skills and experience, qualities and attributes that
      are required to be held by the job holder in order to competently undertake full duties of
      the role. State academic qualifications and experiences gained through time that are a
      requirement of the job.

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