Human Resources

Bus Operator Recruitment, Hiring Process and Customer Service Assessment

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Step 1 •Recruiting & Outreach

Step 2 •Minimum Qualifications Screening

Step 3 •Pre-Selection Assessments

Step 4 •8-Week Mandatory Training

Step 5 •Graduate / Successful Hire

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Recruiting & Outreach

Advertising

Job Fairs

Minimum Qualifications Screening

At least 21 years old

Valid Driver’s License

High School Diploma/GED

Class “C” Licensed Driver for last 3 years

No more than 2 moving violations in last three years

No job related felonies last 10 years or misdemeanor convictions

Must have or be able to obtain Class “B” Texas CDL License

Job Description is posted on-line detailing minimum requirements.

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Pre-Selection Assessment Process

Successful Performance Evaluations

Hired for Training

Performance Evaluations for

Successful Interviews

Passing Applicants

Interviewed

Selected Applicants

Take SA Assessment

Applicants Screened

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Customer Service

Assessment

METRO Began Using Assessment in 2007

Identifies candidates with desirable customer service skills

Validated in 2004 using defined Federal Guidelines

Reviewed by METRO Compliance & Legal in 2012

Improved Part-Time Bus Operator Employee Success Rate in Training

Pass/Fail Rate approximately 50%

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Customer Service

Assessment

Assesses behavior of candidates Not an IQ test

You cannot prepare for the assessment

200 multiple choice questions (minimum score of 50 required)

Information Provided by

Proctor Prior to Taking

Assessment

Informed that METRO’s focus is on customer service and the candidates ability to deal with the public Explanation of assessment and sample multiple choice question

Instructed to respond the way he/she feels best

Informs candidate of assessment process

Lets candidate know when they will be contacted with results & next steps

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Select Advantage (SA) Assessment

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Select Advantage (SA) Assessment • Existing Process / Procedure for Applicants that Do

Not Pass SA Assessment

– HR personnel are available to review results • Test is not shown to the applicants

– Able to re-take assessment in 6 months

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Interview / Performance Evaluation • Successful Interviewees proceed to Performance

Evaluation

• Performance Evaluation Process – Must perform basic functions of operating a METRO Bus

• Reach the emergency exits • Adjust manual mirrors (to view at least 200 feet behind bus safely) • Reach brake and accelerator pedals from normal seating position • Reach and control steering wheel safely

– Conform with Texas driving laws, TxDOT and Federal commercial and overall driving requirements

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FY2013 Activity for Bus Operator

290 Successful

Performance Evaluations

395 Successful Interviews

• 105 were no show / rescheduled / disqualified

578 Scheduled

Interviewed

• 475 that Passed SA Assessment

• 103 Retiree & Rehires

• 48 Rescheduled

904 Took SA Assessment

•475 Passed SA Assessment

1273 Selected for

SA Assessment

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FY2013 Activity for Bus Operator

158 Completed

Orientation / Hired /

Scheduled for Training

• 22 no show for orientation or opted no to continue

180 Passed

Screening & Approved to go to Orientation

•DOT Physical / Background Check / Drug & Alcohol Screening

•110 were no show / did not pass screening / currently in process of completing CDL

290 Successful

Performance Evaluations

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Training • Mandatory 8-Week Training Course

– Approximately 90 hours of classroom – 96 hours of basic behind the wheel – 120 hours of on-the-job training (“line training”)

• Training Consists of: – Vehicle Operations – Defensive driving – Customer relations

• ADA law & regulations – METRO Rules &

Regulations

– Emergency management – Driver’s fatigue

• Drug & alcohol – Fare media – Radio procedures – Anti-terrorist training

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FY2013 Part-Time Bus Operator Training

904 Took SA Assessment • 429 Did Not Pass SA Assessment • 103 Retiree/Rehires Included for

Interviews • 183 Were No Show / Unsuccessful

Interviews • 105 Were No Show / Did Not Pass

Performance Evaluation • 110 Were No Show / Did Not Pass

Screening / Currently in Process of Completing CDL

• 22 Did Not Show Up for Orientation

158 Hired • 4 Did Not Report to Training • 10 Resigned • 14 Terminated for Performance • 2 Tested Out

128 GRADUATED • 81% of the 158 Part-Time Hires

Pass Training/Graduate • 14% of the 904 Applicants Who

Took the SA Assessment Pass Training/Graduate

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Update to Existing Hiring & Assessment Process

• Provide candidates with a review of the hiring process activities and requirements

• Informational sessions will be delivered every quarter – Emphasis on METRO’s Ridership and Customer Focus

• Candidates who are not successful in the evaluation process are required to wait 6 months – Unless the candidate attends an informational session

• Candidates have the opportunity to receive the test results the following business day