Under general supervision a Station Agent works in a booth at a SFMTA Metro station (may be alone in station). Essential functions include: providing public with information; responding to patron complaints and requests for assistance; responding appropriately in emergency situations; opening, closing and securing assigned station; using, monitoring and performing routine checks on equipment and supplies utilized; maintaining order and monitoring communication, surveillance, and display devices as well as fare collection equipment and conveyance equipment (escalator and elevator) at assigned station; completing forms and preparing reports. Performs other related duties as required.
Positions in this class serve in a station setting of the SFMTA-Metro system. Incumbents will be required to work weekends, different shifts, and holidays. Incumbents will be required to work alone in stations during early morning and late night hours; stoop, bend, kneel, reach, lift, and climb to perform a variety of duties; open and close stations by lifting and pulling gate assemblies weighing 25-50 pounds. Incumbents are required to wear uniforms.
Examples of Important and Essential Duties
1. Provides public with information concerning MUNI fares, routes, schedules, and other connecting transit services, by speaking to patrons at the station and via a public address system, so that the flow of patrons will be smooth; includes assisting elderly and disabled persons.
2. Maintains order at assigned station, by monitoring patron activities and by taking appropriate action when fare evasion or other illegal activities are observed in order to maintain the safety of the public.
3. Responds to patrons complaints and requests for assistance by explaining and demonstrating the proper use of station fare equipment as well as explaining rules, procedures, policies.
4. Performs routine checks on escalators and elevators and fare collection equipment to ensure smooth operation. This includes performing troubleshooting of the fare collection equipment.
5. Uses monitoring equipment including display devices, communication equipment, fare collection equipment, and conveyance equipment by watching display monitors making visual checks to ensure proper service
6. Responds appropriately in emergency situations by contacting Central Control, and then initiating appropriate response such as crowd control and/or station evacuation; activates/ensures proper operation of the fan control system (may be required to enter track-way/catwalk); performs minor fire suppression. In addition, requests appropriate professional and/or medical assistance for sick, injured or violent persons, so that corrective action can be taken to ensure the safety of the public; and MUNI employees and assets.
7. Completes forms and reports as required, in order to maintain records and information; includes accident reports for claims department, reports for supplies and maintenance, and unusual occurrence reports. This includes lifting boxes of transit timetables, transfers, brochures, and other printed matter.
8. Opens and closes assigned station by manipulation of gate assemblies and the preparation of station equipment for revenue service. This includes the turning on and off of conveyance and surveillance equipment; preparing revenue collection equipment, and performing safety checks of the station.
Knowledge, Skills and Abilities
Ability to: communicate orally to provide information to the public in a clear and effective manner; deal tactfully and effectively with a wide range of situations and with different types of individuals including people who may be upset, irate, or frightened; function effectively under stress; maintain professional manner/demeanor in a wide variety of situations and perform the duties of the position independent of immediate supervisor, including interacting with departmental employees and supervisors; read maps effectively, so that information about transit routes to important buildings, landmarks, and areas of town can be provided to patrons; perform different manual activities such as opening and closing station gate assemblies (weighing 25 to 50 pounds), lifting boxes of materials; communicate in writing to prepare standard forms, logs, and written reports.
Some positions may require the use of a computer.
Experience and Training
Two (2) years of verifiable work experience in a job requiring extensive public contact with a major portion of the duties dealing with complaints and inquiries.
Some positions may require computer knowledge.
Disaster Service Workers
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.