From General Manager Wes Kooistra
Our Strategic Plan outlines dozens of initiatives we’re undertaking to improve our transit system and our workplace. This is important work that will help us emerge from the pandemic as a stronger, better service provider and employer.
But underlying all this work – the foundation for all the advances we want to make – is the need to have the right people, and the right number of people, to fulfill our commitments to our customers and our community.
Today, like many other employers, we are facing significant difficulties recruiting and hiring the people we need.
Over the coming months, we must bring on dozens of bus operators, bus and rail technicians, police officers, Community Service Officers (CSOs), and others whose work will be necessary to meeting our service goals.
The need for bus operators is especially critical as operators, dispatchers, supervisors, garage management and others, already facing challenges from the pandemic, face pressure to meet our service promises. This work happens every day, and it is hard, demanding, and complicated work.
These are the challenges of meeting today’s service obligations, but we are also growing. We are expanding our Bus Rapid Transit and light rail network, opening nearly one METRO line a year. So, we must not only grow our workforce to meet the needs of today, but also the needs of tomorrow.
Faced with this reality, and considering that ridership remains about half of its pre-pandemic level, we are actively working on plans to adjust our service to better align with the current size of our workforce. We hope to share more details about these emerging plans in the coming weeks.
Reducing services is never something we want to do, but it is better for our riders to have a reliable schedule than to have day-to-day, unplanned reductions in service.
It is not for lack of effort that we face operator shortages. We have invested a tremendous amount of work and resources into streamlining the hiring process and holding hiring events. And we are not alone in these challenges. Most transportation providers, public and private, are facing similar, and in many cases greater, workforce shortages. And many other sectors are experiencing this as well.
So, we need to set ourselves apart as an employer, and be seen as a great place to work and build a career by both current and potential employees. We have a strong foundation to build from. We have a great mission. We have highly competitive wages and benefits. We have mentoring, leadership and workforce development programs for frontline workers. And we are making significant investments in the safety of our employees and riders.
But we need to find new and innovative ways to stand out. We highlight this priority in our Strategic Plan that recognizes we must do more to be a great employer and an employer of choice.
Before closing, I want to again acknowledge this challenging time for Metro Transit and our employees. The pandemic-driven effects and demands continue. So much has been demanded of all of us, and I know this is felt in very personal ways.
So, in this difficult environment, it is even more important to ground ourselves each day in the purpose of our work. We provide an essential public service that so many people require to earn a living, to meet daily needs, and to maintain critical connections and relationships. We transport people to opportunity. They rely upon us. And it is the people, the many individuals who need our services, who drive our call to overcome and succeed.
Support our recruitment and hiring efforts
As a reminder, employees can earn a $600 bonus for referring a successful bus operator candidate. Job seekers can apply any time, or attend one of these upcoming one-day hiring events at the Instruction Center. Hiring events will be held on:
- Saturday, Oct. 9, 9 a.m., to noon
- Tuesday, Oct. 12, 4 p.m. to 7 p.m.
- Saturday, Nov. 13, 9 a.m. to noon
- Tuesday, Nov. 16, 4 p.m. to 7 p.m.
Please also consider sharing these job postings with your networks:
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For 35 years, Harry Mandik has carried people to their destinations throughout the Twin Cities and served as an informal leader for bus and train operators alike. His dedication was recognized this week by the Minnesota Public Transit Association, which named him Minnesota Operator of the Year.
After learning of the award, Mandik said he was surprised, honored and grateful. He also went out of his way to share credit. “It’s a big operation and I’m just a small piece of it," he said. "None of this would happen without many other employees doing what they’re doing behind the scenes.”
Still, Mandik’s career is impressive. In 1986, Mandik began as a part-time bus operator. After 17 years, he moved to light rail and helped open both the METRO Blue and Green lines.
In 2020, Mandik was recognized for 35 consecutive years of operating without a responsible collision. He’s been a top finisher in Bus Roadeos and Rail Rodeos and today is seen as an “informal leader” who shares his knowledge and wisdom with new train operators.
“Not only does he have a friendly and helpful attitude, but his stoic and calm demeanor and professionalism are on constant display,” Director of Rail Transportation Mark Benedict said. “He has contributed in a real way to our success at light rail, setting the tone for all those around him.”
Apply to become a train operator
Bus operators who are interested in transferring to light rail are invited to apply to become a train operator through Friday, Oct. 22. Operators who pass agility testing and an interview will go on an eligibility list according to seniority. Individuals on the eligibility list will be trained as positions open. To learn more and apply, visit metrocouncil.org/employment.
As a reminder, employees who haven't had a proof of vaccination verified by the Metropolitan Council will need to seek weekly testing to report for on-site work.
Tests for the coming week must be completed by 11:59 p.m. each Thursday to report for the week beginning each Saturday. The deadline for the week starting Saturday, Oct. 9, has passed. The deadline for the week starting Saturday, Oct. 16, is 11:59 p.m. Thursday, Oct. 14.
Employees may report to work while awaiting test results.
To get tested:
Please note:
- Managers will automatically be notified if an employee is ineligible to report for on-site work.
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Employees who do not get tested through HealthPartners or use Vault Kits must upload their proof of test and proof of results into Employee Self Service each time.
- Employees who are seeking COVID-19 tests to meet the weekly testing requirement should not attempt to schedule appointments at the Council’s Well@Work clinics. Employees who are asymptomatic and are not testing to meet the new testing requirement may access tests through the clinics. COVID-19 tests available through the Well@Work clinics are reserved for employees only. Dependents should visit other HealthPartners locations or community testing sites.
- For more information, review this testing guidance document and the Council's proof of vaccination and testing policy.
Also noted:
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Staff have packaged more than 91,000 masks for distribution. Containers that allow customers to take masks as needed are now being tested on A Line and C Line buses.
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11 cases have been reported over the last two weeks, bringing the cumulative total to 527.
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Free vaccines remain available at the Council's Well@Work clinics on Mondays and Thursdays.
When Vanessa L’Esperance came to Metro Transit in 2013, she knew right away that she wanted to become an instructor. And for the past three years, she’s done just that, coaching operators at all stages of their careers.
“I’m a big people watcher and that’s what this job is about – being observant and helping people who get a lot thrown at them to put all the different pieces together,” she said.
Relief instructors like L’Esperance, above, serve as full-time operators but also help evaluate performance through ride-alongs, teach operators new routes and support the Instruction Center as needed.
Relief instructor applications will be accepted from Tuesday, Oct. 12, through Friday, Oct. 22, and training for those who are hired will begin later this year.
Operators who are interested in applying are invited to attend an online information session on from noon to 1 p.m. on Tuesday, Oct. 12. During the session, representatives from Bus Transportation, Human Resources and Relief Instructor Jen Lincoln will talk more about the position and how to prepare a strong application.
L’Esperance said it wasn’t easy to meet the qualifications, which include a review of attendance and safety records. But her experience as an instructor, she said, has been rewarding and enlightening.
“This isn’t about reading a book,” she said. “It’s about self-evaluation, thinking outside the box and working with all different types of people to bring them to the next level.”
To receive an invitation to the information sessions contact Sarah Berres.
Employees in Customer Relations, Transit Information and at the Metro Transit Service Centers are celebrated during Customer Service Week, October 4 to October 8. This year’s theme is “The Power of Service.”
Bruce Howard, Director of Transit Information and Marketing, said the theme was especially appropriate this year given the current shortage of customer service professionals.
“Snaking lines at cash registers, long waits for a restaurant table, and a lack of sales associates at almost every business demonstrate how much we depend on those who provide the services we use,” he wrote in a message to staff.
“While we are not without our challenges here at Metro Transit, you have overcome much again this year to provide critical transit information to thousands who need and want to use our bus and rail systems…You make a difference by doing your job each day.”
In September, the number of customer contacts – including calls to the Transit Information Center, requests for real-time information and trip plans – was at its highest level since the start of the pandemic.
In 2020, Customer Relations handled more than 46,000 customer contacts and the TIC helped customers plan more than 586,000 trips by phone. Year to date, staff at the Minneapolis and Saint Paul Service Centers have helped more than 45,000 people.
While customers are shifting toward online tools, supported by staff in Transit Information and other departments, assistance provided by phone, text and in-person remains invaluable, as demonstrated by these recent commendations.
For TIC Representative Raemara Valentines:
“I just moved here from Tennessee and wanted to take the bus. So, I called and spoke with a splendid lady named Rae who was able to answer all my questions. And let me tell you, Rae is a keeper; that lady knows everything about the buses. She took the time to answer every question I had without trying to get me off the line. She is so smart and professional…you better never let her leave!"
For Customer Relations Specialist Nicholas Heimer:
"I had a 16-minute conversation with Nicholas today. I had several questions and needed to ask about three different bus cards that have been issued to my nephew. Nicholas was so patient. His answers were clear and concise, and his tone was so pleasant. I came away from our conversation feeling that I had the knowledge to address the issues with my nephew's cards. Keep the smile in your voice, Nicholas. Great job!
Watch: Employees thank Customer Relations, Transit Information and Service Center staff for their commitment to customer service
Many people who work at Metro Transit take on new responsibilities and roles throughout their careers. Career Tracks highlights the paths employees have taken to their latest assignment and where they see themselves going next. To learn more about career opportunities at Metro Transit and the Metropolitan Council, visit metrocouncil.org/employment.
How did you begin your career at Metro Transit?
After managing restaurants and a security company, I worked as a supervisor at a school bus company. I started working here as a part-time weekend operator to make some extra money. Eventually, I started here full-time. After about the tenth year, I wanted to do something different, so I became a relief instructor and applied for the Leadership Academy. I wanted to become a Transit Supervisor, but I got the opportunity to do my on-the-job experience as an Assistant Transportation Manager at South Garage, where I had the best mentor in the universe (retired Assistant Transportation Manager Barb Keener). Not long after finishing the program, I applied and was hired as an Assistant Transportation Manager.
How did the Leadership Academy help you reach your career goals?
I had a lot of management experience, and the work I did at the school bus company was very similar to what I do now. But the processes here are different. The Leadership Academy was instrumental in providing the skills I needed to navigate all of that successfully. It was also a great way to test the waters without fear of drowning.
What advice do you have for others who want to take on more or different responsibilities?
There’s tremendous opportunity to grow at Metro Transit but getting hired here isn’t a short or easy process. You have to be diligent, or you can miss opportunities. It’s also important not to get defeated – I applied for several jobs before getting into the Leadership Academy. And ultimately, it’s about trusting your gut. If you think something is right for you and you think you can do it, you’re probably right.
Leadership Academy applications will be accepted in November
The Leadership Academy is a six-month program for frontline employees who want to further their careers at Metro Transit. Participants work with a mentor in full-time, acting supervisory roles and take online and instructor-led classes.
By completing the program, participants earn the equivalent of one year of supervisory experience that can be used to meet minimum qualifications for Metropolitan Council job openings.
Applications will be accepted November 1 to November 15 at metrocouncil.org/employment. A complete list of positions that will be in the program will be included when the job posting goes live. For more information, contact Walt Joy.
Hear from past participants
Two Leadership Academy participants recently shared their stories. Read more about how the program helped Rail Supervisor Jennifer Schultz and Maintenance Supervisor Donald Bryant reach their career goals
Members of the Equity & Inclusion Unit and Equity & Inclusion Team are looking for feedback from all employees to develop a shared definition of transit equity before the end of the year.
"I think people are pretty clear in their mind about what equity is, and if they're not they can Google it and get a pretty good understanding," Equity Manager Celina Martina said. "What perhaps is not shared is what transit equity means to us at Metro Transit, meaning what is the responsibility we have to address inequities, how are we addressing them and how do we evaluate what we're doing?"
The Equity & Inclusion Team’s next scheduled site visits are 10 a.m. to noon on Wednesday, Oct. 13, at the Overhaul Base and Rail Support Facility. A full calendar of scheduled outreach events here.
Additional feedback received by the Equity & Inclusion Team will be recorded for tracking purposes. Feedback can be provided anytime online using this form.
What words best capture the future of Metro Transit? Answers to that question will help shape a mural that will be installed in the main stairwell at the Metro Transit Police & Office Facility later this year.
The mural’s dominant feature will be a word cloud reflecting the most commonly used words employees think will define the agency in 2040. All employees are invited to participate by completing an online survey.
In addition to commonly offered words or phrases, the mural will include images, some of which may also be provided by employees.
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National Hispanic/Latino Heritage Month is September 15 through October 15.To commemorate, we'll feature employees in Insights every week through the end of the month. Learn more at hispanicheritagemonth.gov.
Tell us a little about your cultural background.
I was raised in Mexico City and part of being Mexican is that you have roots to the past – not just with Spanish culture but also indigenous culture. Mexico City existed hundreds of years before the Spanish arrived, so we have a mix of cultures and a sense of strong spirituality.
How do you and/or your family celebrate Hispanic Heritage Month?
My wife and two kids and my brothers all get together to make tamales using my late mother’s recipe. It helps us to remember and celebrate her life. We go to specialty stores to gather all our ingredients to help us with not just the tamales but the big meal we’re about to share. And, of course, there’s plenty of good music, beer, and tequila.
What is a cultural tradition that's important to you?
Growing up in Mexico City, I played soccer and was a defender. I always loved the sport and, in Mexico, it’s not just a sport – it’s a religion. Everyone is that dedicated to it. Growing up, I wanted to be just like Javier Hernandez, better known as Chicharito, who played for our team, then moved to European teams like Real Madrid and Manchester United. I still root for him as he plays for the LA Galaxy and the Mexican national team.
Several employees have been recognized by the Safety Department in recent weeks. Clockwise from top left:
- Ruter Operator Richard Knight, with Manager Kim Fleming and Safety Specialist Doug Looyen, was presented with a 25-year safe driving award;
- After 18 years of service, John MacQueen, center, retired as acting safety director alongside his wife Linda, Acting Manager of Bus Safety Dan Stoffer, right, and Acting Rail Safety Manager Eric Anderson, left;
- Train Operator Jerry Fredine received a 25/25 year safety award.
Andrew Brody is serving as the acting safety director while the hiring process for a new director continues.
Congratulations to these employees who retired in September
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Mary Jo Betland, Assistant Transportation Manager, 40 years
- Mark Lanners, Maintenance Manager, 28 years
- Ronald Jones, Operator, Heywood, 28 years
- Tomas Hudson, Operator, Nicollet, 17 years
- Alemu Foluke, Operator, Ruter, 17 years
- Allan Cox, Senior Customer Relations Specialist, 16 years
Congratulations to these employees who celebrated work anniversaries in September
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Peter Jackson, Operator-East Metro
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Colleen Nelson, Transit Information Service Coordinator
- Jerry Fredine, Train Operator
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Michael Lund, Electro Mechanical Technician
- Clarence Svare, Mechanic Technician, South
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Timothy Swickard, Public Facilities Worker
- Alcenya Townley, Operator, East Metro
- Craig Lund, Operator, East Metro
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Kevin Johnson, Mechanic Technician, Ruter
October is Breast Cancer Awareness Month: In recognition of Breast Cancer Awareness Month, employees are invited to attend two online events featuring stories from breast cancer survivors. The events are sponsored by Fit For Life and presented by representatives from the African American Breast Cancer Alliance. The events will be held at 11 a.m. on Friday, Oct. 15, and 11 a.m. on Tuesday, Oct. 26. For more information and an invitation to either of these events, email FitForLife@metc.state.mn.us.
Annual Charitable Giving Campaign kicks off October 22: The Council’s annual Charitable Giving Campaign will run from October 22 through November 5. During the campaign, employees are encouraged to sign up to have a portion of each paycheck directed to an eligible charity of their choice. A virtual campaign kickoff event will be held on Monday, Oct. 25, from 11 a.m. to noon, and feature representatives from several charities. For more information and to make an online pledge visit the Charitable Giving MetNet page. Metro Transit’s fundraising events will be organized by Julie Obedoza; contact Julie for more information.
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