CCTV Supervisor

Metro’s mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County.

Description

Supervises, trains, and delegates work to employees responsible for observing passenger activities through cameras and closed-circuit televisions (CCTVs).

Recruitment Timeline: Exams are projected to be scheduled for the week of May 8, 2025, and interviews subject to change. We encourage you to monitor your Governmentjobs.com Profile and emails for the latest updates.
Application cut-off: Please be aware that only the first 150 applicants will be guaranteed consideration for this position. Be sure to submit your application promptly, as the bulletin will close once 250 applications are received.”

Examples of Duties

• Supervises assigned staff based on established customer service, safety, and security SOPs (Standard Operating Procedures)
  
• Oversees assigned employees responsible for processing passenger telephone, gate telephone, and emergency telephone inquiries
  
• Oversees assigned employees' activities and internal/external communications for unplanned events, including public announcements, train passenger information systems, and variable messaging related to emergencies, schedule changes, delays in service, and special events
  
• Formulates strategies and instructs employees to make timely, frequent, effective, and compliant customer announcements for both audio and video channels
  
• Works directly with management and Rail Transit Operations Supervisors to develop and execute comprehensive communication plans during unplanned events
  
• Reviews daily records for ticket vending machines, fare gates, and malfunctioning equipment
  
• Creates the Rail Operations reports within the scope of work of the job classification
  
• Reviews employee logs for accuracy and integrity
  
• Completes investigations and reports on customer complaints; resolves customer inquiries or concerns using all available contacts and resources
  
• Downloads video footage for train and station law enforcement incidents
  
• Reports equipment problems and assists in testing of equipment, software, and other customer facing systems to be used by subordinates
  
• Provides initial training as well as follow up and remedial training for staff
  
• Creates agenda, instructional material, and other tools for classroom training of staff
  
• Schedules subordinates to properly staff for adequate coverage of the day's activity and unanticipated emergencies
  
• Tracks attendance for subordinates promotes compliance with collective bargaining agreement and applicable policies and procedures
  
• Performs payroll duties for Transportation Communication Union (TCU) employees and other temporary non-contract personnel
  
• Performs a variety of administrative detail matters such as scheduling vacations/floaters and approving eligibility and availability of time-off requests for staff
  
• Reviews documentation submitted by TCU employees for various leaves, including Workers' Compensation, Long-Term Sick (LTS), Family Care Medical Leave (FCML), and Pregnancy Disability Leave (PDL)
  
• Writes and coordinates distribution of train operator and CCTV announcement scripts and/or canned messages and instructions for reading/playing
  
• Creates TPIS (Transportation Passenger Information System) messages based on weekly temporary letter request
  
• Reviews messages throughout the week to ensure that scrolling messages are error-free and that any adjustments to temporary schedules are reflected in messaging
  
• Monitors calls and advises subordinates on quality and quantity of information given
  
• Coaches, counsels, and facilitates ongoing training for subordinates
  
• Conducts investigations and handles first level hearings, including progressive disciplinary actions in accordance with the TCU Agreement
  
• Prepares and provides reports and correspondence, including daily, weekly, and monthly Rail Pos reports to Service Performance
  
• Identifies needs and makes recommendations regarding revisions to policies and procedures
  
• Administers labor contracts and ensures staff compliance in all areas
  
• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out
  

May be required to perform other related job duties

Minimum Qualifications

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education

• None Required
  

Experience

• Two years of relevant experience conducting observations on closed circuit television monitors, handling internal/external communications and video monitoring OR two years of relevant supervisory-level experience working as a Metro Customer Information Supervisor OR one year of relevant supervisory-level experience observing activities utilizing CCTV/Public Address monitoring equipment
  

Certifications/Licenses/Special Requirements:

• Work weekends and nights as required
  

• A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions
  

Essential Knowledge

Knowledge of ( defined as a learned body of information that is required for and applied in the performance of job tasks ):

• Theories, principles, and practices of rail operations for a public transit services organization
  

• Metro transportation system, including stations, interlockings, and CCTV practices
  
• Use and operation of CCTV equipment, NextBus System, Train Passenger Information System, Variable Message System, and Public Address System
  
• Content Management Systems
  
• Applicable business software applications
  
• Modern management theory
  

Skill in ( defined as the proficient manual, verbal, or mental utilization of data, people, or things ):

• Overseeing CCTV monitoring operations
  

• Analyzing situations, identifying problems, and recommending solutions
  
• Exercising judgment and creativity within established policy guidelines
  
• Communicating effectively orally and in writing
  
• Interacting professionally with various levels of Metro employees and outside representatives
  

Ability to ( defined as a present competence to perform an observable behavior or produce an observable result ):

• Supervise subordinates
  
• Work with public and employee work groups
  
• Compose concise and effective customer announcements
  
• Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements
  
• Determine strategies to achieve goals
  
• Prepare comprehensive reports and correspondence
  
• Represents Metro before the public
  
• Read, write, speak, and understand English
  

Special Conditions
The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation
  

• Close exposure to computer monitors and video screen
  

Physical Effort Required

• Sitting at a desk or table
  
• Operate a telephone or other telecommunications device and communicate through the medium
  
• Type and use a keyboard and mouse to perform necessary computer-based functions
  

• Standing
  

• Walking (distance 5' to 100')
  

• Intermittently sitting, standing, stooping
  

• Communicating through speech in the English language required
  

Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro’s Equal Employment Opportunity Program . Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance hiring practices.

Selection Procedure

Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.

Application Procedure

To apply, visit Metro's website at www.metro.net and complete an online Employment Application.

Computers are available to complete online Employment Applications at the following Metro location:

METRO Headquarters, Employment Office
One Gateway Plaza
Los Angeles, CA 90012

Telephone: (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro.

All completed online Employment Applications must be received by 5:00 p.m. on the closing date. Late applications will not be considered.

*Open to the public and all Metro employees

This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

PTSC BENEFITS

We offer a range of high-quality medical, dental and vision plan options as well as health care spending accounts for you and your family. Metro will cover a significant portion of your health care premiums.

Medical/Dental/Vision Plan- Employee has the choice of 3 separate medical plans and 3 dental plans. A separate vision plan is included in each medical plan.

Group Life Insurance- PTSC pays for an amount equal to your annual salary, rounded up to the nearest $1,000. Minimum amount of life insurance is $30,000.

Accidental Death & Dismemberment Insurance- PTSC provides $50,000 coverage for each employee. Additional voluntary coverage in amounts up to $500,000 is available at favorable premium rates.

Long-Term Disability Insurance- 100% employer paid. Provides employees with a minimum income of 60% of earnings after six months of disability. Buy up or buy down options available.

Holidays- 12 days a year: New Year's Day, Martin Luther King, Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Veterans' Day, Cesar E Chavez, Juneteenth,Thanksgiving Day, Day After Thanksgiving, and Christmas Day.

Time off with Pay (TOWP)- Compensates employees who are on approved absence from work for reasons such as illness, injury, medical and dental appointments, personal business, vacation, or observance of (a) religious holiday.
Years of Service Annual Accrual
Hire date - 5 years20 days
Beginning of 6th - 10th year25 days
Beginning of 11th - 15th year30 days
Beginning of 16th + years35 days

Pension Plan- PTSC retirement plan is the Public Employees' Retirement System (PERS). Vesting is five (5) years. Minimum retirement age is 52, based on the 2% at 62 formula.

Other Benefits: Transportation passes for employees and/or eligible dependents; Medicare; Tuition reimbursement; credit union membership; SDI; Deferred Compensation Plan; 401(K) Thrift plan; EAP; Medical and Dependent Care Flexible Spending Accounts; Flexible work schedules; and Jury Duty Pay.

Closing Date/Time: 4/23/2025 5:00 PM Pacific

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• Los Angeles County Metropolitan Transportation Authority - LA Metro

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