SaFE Ambassador Lead

This opportunity is now open to all qualified candidates including current King County employees and the general public.

Metro Transits Safety Security and Quality Assurance (SSQA) Division seeks to hire a skilled and dedicated Safety Security and Fare Enforcement (SaFE) Ambassador Lead. In this role you will manage daily program operations train and lead SaFE Ambassadors and perform essential project management functions that strengthen program performance and ensure consistent high-quality service delivery.

SaFE Ambassadors are part of a pilot program supporting both riders and transit operators. Working at Metro Transit Centers and neighborhood bus stops the SaFE Ambassadors offer in-person customer service including wayfinding fare information submitting facilities requests and other customer support services. Interacting with both the public and transit operators they provide riders with tools to encourage rider confidence and knowledge of the system.

Metros SaFE Reform Initiative seeks to advance equity by building upon Metros past efforts and current work with collaboration with the community customers employees labor and the King County Sheriffs Office we are guiding reform of the departments safety security and fare enforcement functions including building relationships and resource allocation. SaFEs work informs practices policies and department-wide procedures to eliminate harm and emphasize customer and employee June 2020 the King County Executive declared that racism is a public health crisis and Metros Strategic Leadership team committed to becoming an anti-racist pro-equity organization. Find more informationhere.

Safety Security & Quality Assurance Mission: We provide leadership and the highest level of support and customer focus to continuously improve Metros safety culture and security practices in order to best protect Metro employees patrons and the communities we serve from harm.

This recruitment will be used to fill one (1) Term-Limited Temporary (TLT) or Special Duty Assignment (SDA) position expected to last through December 31 2027 with the possibility of extension. Additionally the selection process may be used to generate an eligibility pool for future Career Service TLT and SDA positions that may occur within this classification. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority. The SaFE Ambassador Lead is the Transit Project/Program Manager II classification.

Applying equity and social justice principles is a daily responsibility and foundational expectation for all King County this role you will apply equity and social justice principles that exemplify shared values behaviors and practices to all aspects of this work. As the SaFE Ambassador Lead you will actively integrate these values into all aspects of your work including the following duties:

• Lead daily operations of the SaFE Ambassador Program including oversight of field operations monitoring service quality and ensuring adherence to program policies procedures and established standards.
• Coordinate staffing schedules and daily field deployment to ensure adequate coverage and smooth operational flow.
• Lead and support SaFE Ambassadors through coaching mentoring and performance feedback to strengthen customer service and SaFE-related competencies.
• Conduct SaFE Ambassador Program recruitment onboarding training and professional development activities to promote role readiness and foster continued career development.
• Develop maintain and update standard operating procedures including accountability measures and documentation.
• Facilitate recurring team meetings (daily weekly monthly) track action items and follow up on recommendations.
• Identify troubleshoot and respond to field issues escalating concerns to SaFE leadership when appropriate.
• Build trust and maintain professionalism by upholding confidentiality and fostering a safe inclusive and customer-focused work environment.
• Collaborate closely with internal and external partners and diverse teams including the SaFE Initiative Lead transit operations security teams and community organizations to support coordinated service delivery.
• Manage inventory and operational supplies to ensure program readiness.
• Review validate and track engagement data and operational reports to support program improvements.
• Frequent walking standing lifting and carrying of items.
• Perform other duties as assigned to support SaFE program goals.

We are looking for candidates who meet the followingminimum qualifications:

• Project management experience including coordinating staff tracking progress and organizing day-to-day work to meet deadlines.
• Experience leading frontline staff in customer service transit public safety hospitality outreach or community engagement settings by coordinating daily operations assigning work and responding to shifting operational priorities in a fast-paced environment.
• Demonstrated ability to coach mentor and develop employees while fostering a positive inclusive and accountable team culture.
• Experience organizing and facilitating employee onboarding and training.
• Experience identifying training needs and developing training strategies plans and materials.
• Ability to deliver complex information and training to diverse audiences in a clear accessible manner.
• Strong written and verbal communication skills including standard operating procedure (SOP) development preparing reports documenting incidents presenting information to diverse audiences and creating written or visual training guides.
• Proven customer service experience in dynamic fast-paced environments.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work independently exercise sound judgment and make timely decisions in the field.
• Ability to work effectively within diverse teams and across all organizational levels including frontline engagement.
• Ability to build collaborative working relationships with a diverse workforce internal and external partners and community organizations.
• Demonstrated skill in de-escalating conflict and resolving customer concerns using effective communication and problem-solving techniques.
• Experience collecting reviewing and analyzing data to support performance measurement and continuous improvement.
• Proficiency with Microsoft Office Suite (Outlook Excel Word Teams and PowerPoint) and familiarity with data collection and reporting tools such as Microsoft Forms SharePoint and Power BI.

• Project management experience in community engagement and/or DEI-focused efforts.
• Knowledge of trauma-informed customer-centered and equity-focused service delivery practices.
• Knowledge of transit operations customer service standards and public-facing programs.
• Experience working with culturally linguistically and socioeconomically diverse communities including a deep understanding of systemic inequities and their regional impact.
• Background in serving diverse and vulnerable populations including individuals with disabilities or limited English proficiency.
• Familiarity with SaFE Reform initiatives and public safety-related programs.
• Experience navigating public transit systems.
• Knowledge of Puget Sound geography and community landscape.

Who may apply: We are accepting applications from all qualified candidates including both current King County employees and the general public.

How to apply: If you are interested in pursuing this position please follow the application instructions carefully. If you need this announcement in an alternate language or format would like to request an accommodation or assistance in the application or assessment process or if you have questions please contact: Talent Advisor Sarah Ottele at.

Required Application Materials:

The following application materials are required:

1. Anonline King County applicationupdated with accurate contact information and relevant work history going back at least 10 years (or more if necessary) with all job duties clearly explained.
   
2. Completedsupplemental questions. Responses to supplemental questions must be supported and verifiable by information found within your application materials.
   
3. Acover letter no longer than two (2) pages articulating why this specific role and SaFE Reform interests you. Also address the following prompt: King County Metro is committed to becoming an anti-racist pro-equity mobility agency. Please tell us how youve applied one or more of the following four equity compacts to your work:
   share in power
   disrupt business as usual
   replace it with something better
   get comfortable with discomfort

• Reckless or negligent driving
  
• Driving under the influence or driving while intoxicated
• Hit and run accident citation
  
• Vehicular homicide or vehicular assault
• Open container citation
  
• More than one at-fault accident (does not include non at-fault accidents)
• Any 1 suspension for a moving violation
  
• 3 or more moving violations
  
• Any license suspension revocation cancellation or disqualification based on a traffic or moving violation
• License restrictions (such as an ignition interlock device requirement)
  
• Any convictions for reckless or negligent driving hit and run leaving the scene of an accident driving while under the influence of alcohol or drugs vehicular assault or homicide
  
• Any alcohol drug or test refusal related occurrences
  
• Any other driving record incidents or occurrences that provide a reasonable basis to question the applicants ability to provide safe and public transportation

• Crimes of a sexual nature committed against an individual including but not limited to rape child molestation and unlawful sexual acts.
  
• Any crime of a sexual nature that results in inclusion on the national sex offender registry.
  
• Crimes involving violent or assaultive behavior including but not limited to murder manslaughter rape robbery assault battery kidnapping extortion carrying or use of a deadly weapon.
  
• Crimes involving the physical control sale use transportation of controlled substances and/or operating a motor vehicle while under the influence of drugs or alcohol. Note the nexus of prior misdemeanor and gross misdemeanor convictions related to marijuana should be evaluated carefully in light of SB 5605 Misdemeanor Vacating for Marijuana.
  
• Crimes involving dishonesty such as fraud embezzlement the mishandling theft and/or the misappropriation of funds or property or possession of stolen property.
  
• Crimes involving serious or repeated discrimination or harassment based on race creed color religion sex gender identity disability or sexual orientation (municipal law applies in Seattle).