From the Service Delivery Group

To all employees

Never in the history of the TTC has such an exciting change shaped the future of service at our stations. Our recently released Customer Charter is about to create a Transit System that Makes Toronto Proud. In order to begin this transition, we are going to be making changes to the way we operate over the coming months.

So What’s Changing?

We are dividing our subway stations into six separate zones or “groups”. Each will be run by a Group Station Manager, several Duty Station Managers, Station Supervisors, Janitorial Staff and Customer Service Agents. The intent of the new zone structure is to:

1. Create dedicated, localized teams in each zone and at each station for:

• Stronger team environment with support from dedicated Managers, Supervisors, Collectors and Janitors.
• Focussed support in emergencies, incidents and occurrences.
• Accountability for the delivery of customer service.

2. Provide increased knowledge and familiarity with:

• Stations and surrounding area.
• Customers.

How will it look?

Each zone will have a Group Station Manager (GSM) dedicated to it. Within that zone there will be several Duty Station Managers (DSM), Station Supervisors and Customer Service Agents that will report to that GSM. The role of the DSM, among other things, will be to support the GSM within the zone and to provide direction to all station personnel relating to “day of” operations. There will be at least one Station Supervisor assigned to each station per shift and a Customer Service Agent will also be staffed at busy/larger stations.

Why is this change being made?

These changes will improve Customer Service and support the Customer Charter by:

1. Improving relationships amongst station team members
2. Improving the services at each station and resolving problems faster
3. Giving Station Managers and Supervisors the support needed for driving ridership growth, cost saving and hazard mitigating initiatives.

When will this start?

Info sessions will be taking place to provide employees with further information about the DSM, Station Supervisor and Customer Service Agent roles and the management structure change. The dates and locations are as follows:

1. Monday, April 22nd: 10:30 a.m. – Hillcrest Subway Operations Building 3rd Floor Cafeteria
2. Wednesday, April 24th: 2 p.m. – Hillcrest Subway Operations Building 3rd Floor Cafeteria
3. Thursday, April 25th: 5 p.m. – Danforth Division 2nd Floor Conference Room

There will also be an opportunity to ask any questions you may have at these sessions. We plan to have these roles filled and staff in place within the operation by fall 2013.

FAQs

1. What will be the general duties of DSMs, Station Supervisors and Customer Service Agents reporting to GSMs?
   A. The responsibilities will include ensuring excellent customer service is delivered to our customers at each station, staff supervision/management, responding to operational issues/emergencies, and managing status of station equipment/facilities.
2. How many DSMs and Stations Supervisors will there be at each station/in each zone?
   A. There will be four DSMs hired for each zone and at least four Stations Supervisors per station (in some cases more at busy/large stations). Several Customer Service Agents will also be hired and assigned to busy/large stations. Please note: this does not mean, for example, that four DSMs will be on duty at one time. There will be four DSMs, on various schedules, assigned to the zone.
3. How will Station Managers be assigned zones? Can we pick them?
   A. Successful DSM candidates cannot pick which zone they will be in; they will be assigned. The zone will be matched with the individuals’ skill set and experience, the zone characteristics, and will be subject to change based on operational requirements and the needs of the GSM responsible for that zone.
4. Will there be more staff working at the stations?
   A. Yes, under this model the amount of supervisory staff at the stations will increase.
5. Are there going to be Supervisors, Customer Service Agents and DSMs at every station?
   A. There will be Supervisors assigned to every station and at least one Supervisor on shift at each station during operational hours. CSAs will be assigned to specific stations based on operational requirements, but only at busy/larger stations. There will also be one DSM on shift per zone at all times during operational hours.
6. What will the shift schedules look like?
   A. We anticipate a variety of shift lengths and cycles. Daily operational requirements will be the most important factor in the development of schedules for each group.
7. What will be the level of pay for each position?
   A. Customer Service Agents will be a Level 7s, Station Supervisors will be a Level 8s and DSMs will be a Level 9s.
8. Is this just the flavour of the month?
   A. No, this amount of attention and presence at the stations is long overdue and we have the full support of Andy Byford regarding this initiative. This will be the structure of station management for years to come.
9. What happens if I take the job and don’t like it?
   A. Similar to today’s system, you are free to request a transfer in accordance with TTC policy or apply to a more desirable position/location. Those requests/applications will be considered and supported as appropriate.
10. What skills and experience do I need to apply?
    A. We will be looking for enthusiastic, customer-driven people with a sound understanding of safety procedures, HR policies, business practices and what it takes to deliver world-class customer service in our dynamic operating environment. We need individuals who are self-motivated, as well as leaders who set strong examples and show initiative. Experience in building relationships and working with a union is also a desired asset. Finally, we will be looking for individuals with practical to extensive knowledge of computer based applications (Microsoft Office) and excellent written and oral communication skills.

Please plan to join us at an upcoming info session and/or refer to the job postings for more information regarding the positions. We very much look forward to discussing these exciting developments with you.

(Original Signed)
Cameron Penman - Group Station Manager
Ellen Stassen - Group Station Manager
Shelley Pickford - Group Station Manager
Eve Wiggins - Group Station Manager
Michael Sosedov - Group Station Manager
Bo Koch - Group Station Manager
Collie Greenwood - Manager, Stations

Group Station Managers introduced