Integrated Transportation/Revenue Services Coordinator

Position Summary

This job description encompasses two roles: Transportation Services and Revenue Services, the focus of this position posting is Revenue Services.

This position provides leadership to the unit, ensuring that Branch services are managed in an efficient and economic manner that meets the needs of the City of Regina Transit customers. These services include the transportation services; paratransit, taxi service, On Request transit, and travel training and revenue services; the Transit Information Centre, RideLINE, transit fare system logistics and revenue processing. This position coordinates communication with customers, external organizations and services, contractors, taxi brokers and taxi decal owners to develop service opportunities and address concerns. This position also oversees Branch technology related concerns and completion of training requirements. The employee in this position leads safety initiatives and conducts contract monitoring. This position reports to the Manager of Integrated Transportation Services.

Key Duties & Responsibilities

• Oversee paratransit, taxi services, On Request Transit, travel training, Transit Information Centre, RideLINE, fare logistics, and revenue processing.
• Ensure services meet community and corporate priorities through strong customer service and stakeholder engagement.
• Manage HR functions: staffing, employee relations, performance, recruitment, and discipline.
• Provide leadership and support to promote a respectful, healthy, and collaborative workplace.
• Supervise travel training referrals, presentations, and performance metrics.
• Manage employee scheduling and updates in Emp Centre.
• Develop and implement Branch policies and procedures.
• Lead customer communications, including updates and newsletters.
• Support contract compliance and escalate taxi bylaw issues as needed.
• Address daily service-related escalations.
• Assist with RFP development and evaluations for transit operations.
• Oversee paratransit, On Request Transit, wheelchair-accessible routes, and vehicle schedules. Manage operating hours and associated budgets. Follow up on no-shows, late cancellations, and underused subscription trips.
• Verify and reconcile service hours, contractor invoices, charters, and taxi billings monthly. Maintain and update databases and related programs.
• Manage customer interactions related to fare systems and transit agents. Ensure accurate billing, invoicing, deposits, and payments. Support specialized fare programs, including senior withdrawals and the Transit Fare Assistance Program.
• Collect performance data and provide monthly accountability reports. Lead Branch technology implementations and coordinate software maintenance, upgrades, and testing.
• Troubleshoot tech issues with internal teams and manage procurement of new equipment and vehicle specs.
• Investigate complaints and incidents, including bus surveillance review when needed.
• Develop external partnerships and present to customers and committees.
• Handle subscription trip issues and lead safety initiatives.
• Comply with Occupational Health and Safety regulations.

Key Qualifications

• Bachelor’s degree typically in administration, computer science, education or related field or equivalent experience. Five years of relevant experience including 2 years in a supervisory capacity.
• Knowledge of paratransit, On Request transit, accessible taxis, and revenue services operations, including personnel and equipment needs.
• Familiarity with call centre, scheduling, and dispatch procedures, and sensitivity to the transportation needs of people with disabilities.
• Strong leadership and team-building skills with a focus on empowerment, communication, diversity, and shared responsibility.
• Proven ability to deliver excellent customer service and build effective relationships with staff, departments, and stakeholders.
• Skilled in strategic planning, leadership development, financial and performance management, and managing change.
• Able to prioritize tasks in fast-paced environments with multiple deadlines.
• Experienced in developing, organizing, analyzing, and maintaining processes and workflows.
• Excellent verbal and written communication skills with a strong public service approach.
• Proficient in Microsoft Office 365 and capable of analyzing statistics and maintaining accurate records.
• Able to uphold confidentiality and follow Occupational Health and Safety regulations.

Working/Other Conditions

• This position will be required to work standard work hours.
• This position supervises front line staff at the Transit Information Centre, 2124 11th Ave from 8am-4:45pm.
• This position cannot accommodate flexible work hours or any work from home shifts due to front line supervision duties