Hiring bus operators is a growing and common challenge we hear about from our public transportation partners. Gone are the days when a transit agency’s HR team had a deep roster of applicants for bus operator positions. COVID strikes again.
We know the extreme need to fill seats behind the wheel might tempt recruiters to make ultra-fast choices. BUT DON’T. JUST DON’T. Here’s why.
HR staffing should resist the urge to scoop up anyone with a license and fill out an application. Our experience will tell you it’s a smarter move to press pause and take a few extra steps to ensure the candidate possesses high-level customer service skills – or a genuine openness to being trained. Keep in mind, for most transit customers, bus operators are the face of the agency. A driver’s positive energy can significantly impact the transportation experience. A bad driver can sour even the shortest ride. Who wants that?
We encourage recruiters to use behavioral assessment programs to evaluate the cognitive abilities, personality traits, and other observable tendencies of a potential bus operator. That extra step to determine if they are the right fit might take a bit more time, but it’s time well spent.
A few years ago, when TransPro worked with the City of Detroit to reorganize its financially strapped and under-performing public transit agency, one of the solutions we implemented involved building a deeper bench with more drivers – customer-focused drivers.
Yup. We chose to expand staff when most others thought layoffs would cure the organization’s massive budget gap. Data told us more frequent trips provided by more drivers – who were customer-focused – would go a long way to boost the ailing agency. And it did. Customer surveys showed satisfaction with service jumped 44% after just six months.
We understand the urgency around hiring bus operators and would gladly share our experience with behavioral assessment and customer satisfaction training programs. Just ask Shelly@TransProConsulting.com!
