JobDescriptions

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Job Descriptions

TOLL PLAZA MANAGER 1

DUTIES

Assists the Toll Plaza Managers 2 and 3 in the 24-hour-a-day

management of assigned toll interchanges and barrier stations;

ensures that all rules, regulations and toll collection

procedures are observed; may be assigned fixed direct

responsibility for handling a portion of Plaza Managers 2 and/or

3 duties in the areas of building maintenance, and machine

repair, counseling, training, safety and security, attendance,

and change fund.

1. ACTIVITY: Supervises Toll Collectors’job performance.

Documents and retains records of employee

performance necessary to evaluate employees work

activities and to support disciplinary action if

appropriate.

TASKS: 1. Reviews SARs, toll shortages and deposit

errors; discusses findings with toll

collection personnel.

2. May take part in confidential investigations.

3. Represents Thruway at disciplinary hearings

concerning charges of misconduct or

incompetence against toll collectors.

4. Prepares probationary reports and annual

evaluations.

5. Counsels toll collection personnel, ensuring

constructive and progressive discipline.

6. Performs on site observations of toll

collection personnel.

7. Assists Toll Plaza Manager II and III with

Collector of the Year program.

2. ACTIVITY: Ensures that toll collection equipment and

facilities are maintained in good working order

and that repairs are made.

TASKS: 1. Conducts daily facility maintenance reviews

to determine the various needs at assigned

toll stations.

2. Represents assigned toll facilities at pre-

construction and construction meetings.

TOLL PLAZA MANAGER 1 Page 2

3. ACTIVITY: Conducts training and retraining at toll

facilities and evaluates individual training

needs; recommends retraining based on observation

and evaluation; reports training and staffing

needs to the Toll Plaza Managers 2 and 3.

TASKS: 1. Trains collectors assigned to station(s) and

maintains training records.

2. Assists Toll Plaza Manager 2 and 3 with

recruitment.

4. ACTIVITY: Assists the Plaza Manager 2 and 3 with staffing

requirements; assures employee compliance to

attendance rules.

TASKS: 1. Assists in the preparation and reconciliation

of work schedules.

2. Confers with Plaza Manager 2 or 3 concerning

accrual usage; assists Plaza Manager 2 and 3

with maintenance of attendance records and

approval of accrual usage.

3. May be assigned rotating shifts.

4. Assists Toll Plaza Manager 2 and 3 with

staffing, traffic and tape studies.

5. ACTIVITY: Supervises staff at toll facilities, including

all daily functions to assure that rules and

regulations are followed.

TASKS: 1. Assists in the management of station change

funds, including the assignment of change

fund locations.

2. Reviews work reports, confirming accuracy and

completeness.

3. Prepares and reviews test deposits and

verifications.

4. Ensures that all matters requiring

confidentiality are handled according to

established procedure.

5. Handles customer problems, complaints and

comments in accordance with established

policy and with emphasis on positive customer

relations.

TOLL PLAZA MANAGER 1 Page 3

6. Keeps abreast and advises collectors of

Thruway benefits including health insurance,

accruals, and the Employee Assistance

Program.

7. Resolves personnel conflicts.

8. In an emergency situation, such as a high

speed chase or a hazardous material spill,

assures compliance with all Thruway emergency

procedures.

9. Serves on committees and/or task forces

involved in the recommendation of operational

and facility improvements; prepares and

arranges background information, data,

research and other material for meetings.

10. In the absence of the Plaza Manager 2 or 3,

represents the Manager at Plaza Manager

meetings.

11. Assists Toll Plaza Manager 2 or 3 with

setting standard station operation practices.

12. Assists Toll Plaza Manager 2 or 3 with labor

contract and other disputes and represents

the Thruway in labor contract grievance and

arbitration proceedings.

13. In the absence of Plaza Manager 2 or 3, may

be assigned to perform the duties of the

higher level Supervisor.

6. ACTIVITY: Prepares reports for Authority Management

regarding labor relations proposals and issues.

Conducts investigations and makes recommendations

concerning disciplines.

2307710

3/93

TOLL PLAZA MANAGER 3

Under the general direction of the Toll Division Manager,

manages and supervises all of the 24—hour a day activities at a large

toll interchange or barrier station with high traffic volumes,

large numbers of staff, major metropolitan locations, high number

of utilized lanes, peak revenues, and complex characteristics;

provides direction to staff of subordinate Managers 1 who assist

with toll collections supervision and direction; is responsible

for all day—to-day matters pertaining to staffing, supervision

and the operation of the facility or facilities under his/her

guidance, 24 hours a day; prepares, implements and moflitors a

plaza specific budget formulation and execution. A Toll Plaza

Manager 3 may be assigned rotating shifts and may be assigned

responsibility for management of additional facility(ies).

1. ACTIVITY: Supervises large staff at major toll facilities;

documents and retains rec~rd~o~rtrZaining,

performance reviews, and complaint investigations

necessary to evaluate employee work activities and

to support disciplinary action if appropriate.

TASKS: 1. Implements and assures compliance to all rules,

regulations, and procedures pertinent to Toll

Collection at facilities under his/her

jurisdiction.

2. Regularly reviews performance with employees.

Develops and reviews probation reports.

Recommends and prepares justification for

Unsatisfactory Ratings where ~

3. Ensures that all matters requiring confidentiality

are handled according to established procedures.

4. Maintains a working knowledge of the Unit I and. H

labor contracts, employee attendance rules,

and benefits information.

5. Promotes team spirit and cooperation throughout a

work group; develops a customer positive attitude

among employees; recommends awards and

developmental programs.

6. Counsels employees; investigates customer

complaints and prepares reports to resolve

complaints.

TOLL PLAZA MANAGER 3 page 2

7. Conducts investigations regarding employee

injuries, compensation claims and unemployment

insurance claims; prepares reports for the

Toll Division Manager and Labor Relations;

may testify at disciplinary, compensation and

unemployment hearings.

8. Investigates labor contract and other

disputes; prepares reports for the Toll

Division Manager; represents the Thruway in

labor contract grievance and arbitration

proceedings.

9. Arranges for proper dissemination of materials and

informational changes affecting accrual usage.

Obtain information for employees on Personnel

matters such as seniority dates, list placements,

and hiring practices.

10. Ensures that Office of Equal Opportunity and

Compliance guidelines are complied with and

all necessary matters are handled in a

confidential fashion.

2. ACTIVITY: Determines staffing requirements, and schedules

staff, monitors attendance patterns and assure

employee compliance to attendance rules; counsels

employees as needed.

TASKS:1. Reviews reports by subordinates. Takes

appropriate action where necessary.

2. Participates in recruitment, training and

transfers.

3. Conducts training and retraining; identifies

training needs; conducts training; identifies

trainers at stations, coordinates with Assistant

Toll Division Manager; maintains station

records for employees hazardous materials

training as required by law.

4. Performs scheduling and staffing and. assigns to

Toll Plaza Manager 1 where appropriate.

5. Monitors traffic patterns and performs necessary

studies; performs both on site and computerized

traffic studies; makes recommendations regarding

staffing based on completed studies; consults

with Toll Division Manager, and executes the

staffing required.

TOLL PLAZA MANAGER 3 page 3

6. Maintains attendance records and reports changes,

reviews replacement staffing, and approval of

accrual usage at an individual facility or

facilities under his/her jurisdiction; prepares

reports for management as needed; confirms

payroll accuracy on a bi—weekly basis.

3. ACTIVITY: Budget Preparation and Execution — The Toll Plaza

Manager 3 will evaluate the annual budget needs at

a large major toll station in conjunction with

Thruway priorities. Prepares annual budget

requests and justifications for review by the

Assistant Toll Division Manager.

TASKS 1. Monitors expenditures for each facility under

his/her direction; exercises management

control of expenditures to keep within

Budget parameters.

2. Develops a proposed budget request and

appropriate justifications based on identified

needs, traffic patterns, previous

expenditures, etc.

3. Controls employee utilization in a manner to

both provide necessary customer services and

to ensure budget accountability and

responsibility.

4. ACTIVITY: Facility Management - The Toll Plaza Manager 3

will actively manage and monitor maintenance

functions at a major toll plaza(s). Where

necessary takes appropriate action to improve

the facility(s)

TASKS: 1. Ensures the proper maintenance of facilities

and equipment; ensures the cleanliness of

Toll facilities and equipment.

2. Develops priorities and arranges for necessary

repairs at Toll Plazas through Maintenance and

Engineering.

3. Ensures compliance by all contractors

providing supplies or services to facilities;

serves as liaison to contractors; prepares

reports and recommends contractual changes to

the Toll Division Manager.

TOLL PLAZA MANAGER 3 Page 4

4. Conducts facility maintenance review to

determine the adequacy of janitorial

cleaning, and building and equipment

maintenance services; conducts evaluation

of facility(ies) and recommends

rehabilitation, expansion or other

improvements as required.

5. Arranges for proper dissemination of materials

and information to appropriate personnel.

6. Directs purchases so they arrive at the proper

location, confirms receipts and. issues to

appropriate personnel.

7. Monitors use of equipment and supplies to

prevent damage and abuse to Thruway property.

8. Determines the need for all supplies and tools

necessary to the operation of each toll facility

and ensures proper replenishment of such

materials; responsible for facility tool

complement and implements measures to safeguard

against loss and provide accountability.

ACTIVITY: Maintains the integrity and. security of funds. The

Toll Plaza Manager 3 is responsible for the

security of all revenue at major revenue

collection facility.

TASKS: 1. Ensures that all policies and procedures relating

to the handling, verification and deposit of toll

related revenues are followed.

2. Supervises the control of all change funds at

each facility; implements necessary changes;

is responsible for the control and issuance of

permits, commutation books or other Thruway

required materials unique to certain

locations.

3. Responsible for the administration of facility

funds; is responsible for security of all

revenue generating materials.

4. Reviews employee lane activity for retraining

needs and the possibility of fraudulent

practices; participates in investigations and

coordinates any necessary observations with

toll audit.

6/93

TOLL COLLECTOR

Under the general supervision of a Toll Section Supervisor

or a Toll Station Supervisor, Operates a Thruway toll lane on an

assigned shift; classifies entering vehicles; issues toll tickets

collects tolls; provides assistance and information to patrons.

1. ACTIVITY: Classifies vehicles entering Thruway; issues toll

ticket appropriate for the entering vehicle.

2. ACTIVITY: Checks vehicles for conformance to Authority’s

Rules and Regulations; issues or arranges for

issuance of special permits when reguired.

3. ACTIVITY: Checks classification of vehicle passing through

toll lanes; collects appropriate tolls; registers

tolls at a fixed toll barrier or processes

tickets from vehicles leaving the controlled

system; processes charge account transactions;

issues receipts.

4. ACTIVITY: Counts and sorts cash; prepares bank deposit slips.

5. ACTIVITY: Deals with customer in a courteous and positive

businesslike manner; gives directions, information,

road conditions and safety advisories, explains

rules and regulations; assists travelers in trouble

6. ACTIVITY: Handles emergency situations arising at a toll

station; summons police or supervisory assistance by

two-way radio. At the direction of the Radio

Dispatcher or State Police, makes calls for emergency

serv:ce vehicles.

7. ACTIVITY: Prepares regular tour of duty reports and records

unusual occurrences.

6. ACTIVITY: Performs housekeeping and maintenance duties in

and around utility building and toll booths,

including lawn care, shoveling snow from walks

and spreading salt or sand in lanes when

necessary.

9. ACTIVITY: Assists in the instruction and training of new Toll Collectors.