&1J4~ - City of Glendale

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City of Glendale
Supervisory Training Program
G&S has a training program in place for managers and supervisors. Moreover, because of our
association with SuperShuttie International we are able to benefit from their extensive training
programs in customer services and relations. It is essential that each supervisor know how to most
effectively motivate and direct personnel, as well as make sound business decisions. These
programs include the dynamics of work, group operations, motivational theory, achievement models
on leadership, managerial style, etc. G&S follows the practice of promoting from within our ranks,
whenever possible. This polley is made clear to all employees. In this manner both supervisors and
employees alike can manage their personal efforts in a direction they feel will best advance them
and their career. Given our current operations, G&S offers opportunities for employees to be
promoted and achieve the full potential. of their abilities. G&S Supervisors, dispatchers,
reservationists and schedulers will receive job specific training. This training will include as a
minimum the following: .
• Employees who have contact with the public go through a training program dedicated to
customer service including such topics as: dissemination of important information to the
public and employees, telephone etiquette and empathy training for dealing with
accessibility issues. During the development of regular policies and procedures our local
staff will develop training materials and procedures for dealing with any disasters or
emergencies that may be unique to tile areas wllere we are operating.
• Prospective dispatchers and customer service representatives will be required to
dell!onstrate their ability to read, write, and understand English prior to final selection.
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All dispatchers, reservationists and supervisors will also ride along with vehicles in regular
service as a regular passenger. This training will give the dispatch staff the insight
necessary to properly communicate with operators or passengers with whom they come into
contact. ..
G&S employs a training program for "interaction management" for all levels of supervision.
This program provides a supervisor with communication tools 10 deal with problems
encountered within the work place.
Drug awareness seminars are provided on a regular basis. All supervisors, operator
trainers, extra board operators, field services supervisors as well as all management
personnel m.us! attend classes on recognizing the substance dependent employee.
Dispatcher Training
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G&S will provide a professionally administered training program for our dispatch staff that will
include the following:
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A minimum of forty hours of on-the-job training with an experienced dispatcher
Understanding of-taxicab service policies and procedures
Extensive knowledge of service area street network and regional boundaries
Map reading
Knowledge and operation of automated and manual (backup) dispatch systems used by
G&S
Knowledge and operation of G&S radio systems
A minimum of eight hours of sensitivity training which teaches disability awareness a·nd
communication skills with disabled individuals
G&S Transit Management, Inc. Page 40