City and County of San Francisco

The Senior Transit Information Clerk is a supervisory position located in the Muni Customer Service Office and/or the Accessible Service Office of SFMTA. Under general supervision the Senior Transit Information Clerk is responsible for responding to inquiries from the general public regarding issues related to transit information and service (including the Regional Transit Connection (RTC) discount card program for disabled passengers), supervising subordinate personnel and representing the department at professional/public meetings.

Job Code 9124 Senior Transit Information Clerk is distinguished from the Job Code 9122 Transit Information Clerk in that the latter performs non-supervisory duties.

Supervises 9122 Transit Information Clerks and other clerical positions.

According to Civil Service Commission Rule 409, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Responds to and investigates complaints, commendations and inquiries regarding SFMTA service. Tracks complaints and commendations to completion.

2. Provides information regarding services provided by SFMTA.

3. Prepares written memos, reports, evaluations, recommendations, office procedures, activities, data collection and personnel.

4. Supervises the work of subordinate personnel.

5. Maintains office records.

6. Maintains inventory of informational brochures and pamphlets.

7. Maintains the departmental report system.

8. Represents SFMTA at professional/public meetings.

9. Administers neutral hearing process for ADA complaints.

10. Provides service and information about program policies and responds to inquiries about the RTC program from the public; conducts outreach to community agencies or centers regarding issues related to the dissemination of RTC discount cards.

11. Processes and issues ID cards for seniors and disabled persons.

12. Performs other related duties as required.

Knowledge of: public transit (regional systems) including routes, connections, street names, transportation for special events, and accessible services for senior and disabled person; and the application of mathematical functions and calculations related to transit fares, services and the maintenance of statistical records.

Ability to: read maps, schedules, timetables, transit symbols, graphs, tallies and other technical materials; direct subordinates performance, maximize use of resources, time and personnel; structure and nourish a professional working environment, instruct and train subordinates, delegate assignments, oversee multiple projects, inspire and encourage subordinates to maximum performance; interact with people, demonstrate concern and sensitivity to personal differences and feelings, establish rapport, exercise tact and persuasion, maintain a professional manner and demeanor, follow through on promised actions, effectively deal with pressure and not let it negatively impact performance; speak in precise and understandable manner to groups and individuals, communicate in a firm, knowledgeable, and courteous manner, listen with understanding and comprehension, use appropriate terminology; write clearly and effectively; demonstrating a working knowledge of grammar, punctuation, and spelling rules; documenting all relevant information related to job activities; and maintain appropriate and accurate record of unit activities; conduct word processing and prepare spreadsheets and data base files.

Two (2) years of fulltime verifiable experience as a transit information clerk, or two (2) years of experience in a transit agency providing information to the general public and/or handling passenger complaints.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.