Description

Start Rate (Non-negotiable): $31.19 per hour

Training Rate (Non-negotiable): $17.60 per hour

Work Location: Various

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Customer Protective Services is seeking several Revenue Protection Officers (RPOs) to join our team. Reporting to Managers within the department, RPOs are appointed Provincial Offences Officers that play a key role in maintaining the integrity of the Proof of Payment fare system by conducting fare inspections and promoting safety across the system. Responsibilities include enforcing Metrolinx By-Laws related to fares, passenger conduct, and parking, while consistently delivering safe, professional, and high-quality customer service.

RPOs are responsible for handling customers with respect and dignity and ensuring the needs of customers with disabilities are accommodated and/or appropriately addressed.

What will I be doing?

• Ensures consistent and non-discriminatory enforcement of Metrolinx bylaws pertaining to fare inspections, parking control and customer/passenger conduct. Using discretion and judgement, may issue appropriate warnings, fines and/or direction to customers/passengers for non-compliance, in accordance with established enforcement standard operating procedures while exercising tact and diplomacy when dealing with issues of a sensitive nature.
• Conducts fare inspections, responds to passenger assist alarms on moving equipment, and provides assistance to patrons, employees, train crew and emergency services.
• Provides the first level of emergency response assistance and provides first aid and/or assistance to passengers, employees, and train crews.
• Assists in the performance of duties such as removal of on-train debris, handling lost and found items, crowd control, searching of Metrolinx premises, equipment, or passenger vehicles, protecting site or evidence while waiting for Customer Protective Officers and/or emergency response services.
• Makes communication announcements as required.
• May also be required to open or close stations (e.g. late evening lock ups, as required), doors and gates and operate elevators, escalators and alarm systems.
• As a member of Metrolinx’s team, assists Customer Protection Officers in providing direction, assistance and protection of Metrolinx patrons, employees and corporate assets (e.g. providing directions/assistance around construction, during rush hour or special events, areas of congestion in stations/on station platforms, etc.). While on duty, receives, responds to and/or redirects general inquiries from the public while on trains, station platforms, in train stations.
• Participates in on-the-job training for new staff performing inspection assistance responsibilities.
• Prepares statistical records for management information systems during and at end of /shift (e.g. record of fares inspected, train/coaches worked, number of written warnings/tickets, etc).
• Maintains a detailed memo book on a daily basis, for logging incidents, duties performed and information of a confidential nature in chronological order, which may be required for judicial proceedings. Prepares related incident reports and secures, maintains and presents evidence for prosecution in hearings or court, as required.
• Participates in presentations to the general public (e.g. Rail Safety presentations at schools, town/station events, etc).
• Participates in on-the-job training. Performs other duties as assigned to meet departmental objectives.
• Works effectively and collaboratively with Train Crews/team members/colleagues in a team environment.

What Skills and Qualifications Do I Need?

• Completion of a community college diploma or certificate in the field of Law and Security, or customer relations, or the equivalent combination of education and experience related law and security work. A sound knowledge of security investigation and loss prevention/control principles and, techniques would be an asset.
• Minimum one year experience directly involving law and security enforcement and customer service delivery in a customer-oriented environment.
• Must be able to Satisfy a Criminal records check for the purposes of obtaining Provincial Offence Officer status.
• Must have a valid Ontario Class “G” driver’s license and be able to meet the corporate standard for a good driving record.
• Must be able to obtain First Aid and C.P.R. certifications. Must successfully complete environmental, safety and any other training required by corporate policy.
• Must be able to pass and maintain the established Revenue Protection Officer recruitment and training standards within 6 months of appointment.
• Working knowledge of computers, applications and systems related to the performance of work – preparing statistical records for reporting purposes
• Good communications, customer service and public relations skills to deliver outstanding customer service to Metrolinx customers and staff, work effectively with colleagues, Customer Protective staff, effectively respond to incidents/occurrences, answer questions, and prepare detailed logs and occurrence/incident reports, present evidence in court.
• Must have the ability to make decisions in the field on a regular basis in a variety of circumstances/situations based on knowledge of law and security principles and practices.
• Bilingual abilities would be considered an asset.
• Work may involve encountering individuals who are violent, potentially violent, armed, mentally unstable, under the influence of alcohol and/or drugs and persons suffering from poor hygiene and/or disease.
• Must be in good physical condition. Position requires extended periods of walking, standing, climbing stairs and regular operation of departmental vehicles over long distances for prolonged periods of time.
• Must be prepared to work on a rotating shift basis, including weekends and holidays.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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