What are the responsibilities and job description for the Fare Adjudicator (Project/Program Manager II) position at King County?
JOB
King County is committed to equity and diversity in the workplace, and in recruiting and maintaining a quality workforce that shares our guiding principles: collaborative, service-oriented, results-focused, accountable, innovative, professional, and fair and just. King County Metro's Safety, Security, and Quality Assurance (SSQA) Division is seeking a Fare Adjudicator (Project/Program Manager II) to fill a Term Limited Temporary (TLT) or Special Duty Assignment (SDA) position. The duration of this position is anticipated to last through December 31, 2026, with the possibility of extension.This recruitment is open to all qualified candidates, including internal King County employees and the general public.Metro is reimagining and reforming the safety, security, and fare enforcement functions throughout Transit Mobility Services to take steps to fulfill its commitment to the King County Executive’s True North mission and values, while adhering to Metro’s Mobility Framework. To do this, Metro collaborates with the community, customers, employees, labor, and the King County Sheriff’s Office to guide reform of the department’s safety, security, and fare enforcement functions, including partnership relationships and resources allocation, to achieve the desired outcomes set forth in the Safety, Security, and Fare Enforcement (SaFE) Reform initiative. To carry out SaFE Reform, we work to: Center Black, Indigenous, and people of color community voices – internal and external – especially those most affected by safety, security, and enforcement policies and practices on and near transit.Host an inviting, inclusive, accessible, and productive engagement process.Ensure participation from all of the groups Metro serves: community members, customers, employees, partners, and contractors.Take a closer look at Metro’s policies, practices, and budgets to co-create new strategies for transit safety and security.Reach shared goals by sharing power, learning from each other’s experiences and ideas, and making transparent decisions.About the RoleThrough a unique lens centered on both compliance and compassion, the Fare Adjudicator will be responsible for the reimplementation of the Fare Adjudication program, (previously known as the Fare Violation program) for citations issued by King County Metro’s Fare Inspection Officers with guidance from the SaFE Program Lead and Metro Leadership Team Project Sponsors. Responsibilities for this role will include managing the citations process by re-establishing and updating policies and procedures, creating benchmarks and performance measures for evaluating the effectiveness of the program, and identifying trends and opportunities for improvement and adjustment. The Fare Adjudicator works under the guidance of the SaFE Program Lead and facilitates cross-team collaboration to ensure resolution, program accuracy, and fairness are maintained. This role will also coordinate across teams concerning fares policies, fares resources, and customer service related to fare payment.To learn more about the SaFE Reform Initiative, please visit the SaFE Reform Initiative page.Recruitment DetailsThis recruitment will be used to fill one TLT/SDA position. In addition, this selection process may be used to generate an eligibility pool for future TLT/SDA vacancies that may occur in this classification within the SaFE Reform workgroup. If an eligibility pool is created, it will be retained for 12 months from the closing date of the posting and may be used at the discretion of the hiring authority. The duration of this position is anticipated to last through December 31, 2026, with the possibility of extension.Who May ApplyThis position is open to all qualified applicants. King County employees interested in this position as a Special Duty Assignment must be career service employees who have completed their initial King County probation.
EXAMPLE OF DUTIES
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. You will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. You will also: Reimplement processes and protocols for the intake, management, and disposition of fare enforcement notices of non-payment, establish outreach processes for providing customer education and assistance to individuals who receive warnings and/or citations; Track and monitor the non-payments and their associated riders for benchmarks to ensure timely and consistent approaches are operationally effective, in accordance with the intentions of the program; Evaluate requests for cancelation, mitigation, or clemency as they are received, recommend changes to the options that [non-paying/unpaid] riders can select from, and recommend methods of providing for relief that result in the best outcomes for consistently [non-paying/unpaid] riders and King County; Work in partnership with the Contract Security Program Manager to address and co-develop aspects of the Fare Enforcement program. This partnership will focus on aligning operational standards, implementing training, and refining operating procedures to effectively advance the goals of the Fare Adjudication and outreach processes;Identify technology needs, system capacity needs, and industry best practices with Metro subject matter experts; Manage outreach functions, including supervision and direction of staff in the Outreach Coordinator role, and their responsibilities and deliverables; Collaborate with internal and external partners to influence and support fares policies, fares resources and customer services related to fare payment; Review and analyze various security logs and reports; Provide tactical assistance and coordination in technological needs assessment and planning; Coordinate with Contract Security program manager to improve the Fare Enforcement program and the way it is conducted, the quality and quantity of statistics and information it produces, and determine changes to recommend to Transit Security and/or other stakeholders;Develop reports and communication tools related to the new program, policies, procedures, and other relevant communication; including but not limited to an annual report to Council; Ensure appropriate distribution of reports and promotion of the new program;Participate in relevant forums that advance the intentions and effectiveness of the new program objectives; Conduct related special projects involving research and presentation of findings; Perform miscellaneous duties as required.
SUPPLEMENTAL INFORMATION
Work Location/Teleworking Requirements The work associated with this position will be hybrid, performed through a combination of teleworking and onsite work/meetings, as needed. The office location is at King Street Center (201 S. Jackson St., Seattle, WA). Employees must reside in Washington State and within a reasonable distance of their King County worksite to respond to workplace reporting requirements. Employees must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Employees will be provided with a County-issued laptop and will have access to shared workspaces at various King County facilities. Work ScheduleThe work week is normally Monday through Friday, 8:00 am – 5:00 pm, although alternative work schedules may be possible. Variations may also be required depending on the demands and needs of the work. The nature of this work occasionally requires incumbents to work outside of usual work hours and/or to travel to other County worksites for field visits, meetings and events. This position is non-exempt from the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay.Union Membership: C4-Protec17Class Code: 2441200 (Project/Program Manager II)Application ProcessApplicants should complete the online application at www.kingcounty.gov, including the Supplemental Questions section. Please answer the questions in the online employment application with each of your jobs listed (detailing each position for each employer separately), duties explained, and reasons for leaving included. Your job history in the employment application should go back 10 years, (if you have 10 years of employment). Earlier positions should be included if they are relevant in some way to this job. Required Application MaterialsAn online employment application A letter of interest responding to the following prompt: What drives your passion for serving the King County community in this capacity?Answers to all supplemental questionsNOTE: Though it is not required, including a resume with your application is highly encouraged.Applicants who are unable to apply online should follow the instructions in the Application FAQs page.Need assistance?To request this announcement in an alternate language or format, for accommodation or assistance in the application process, or for other questions, please contact Genevieve (Gen) Davis, HR Talent Advisor: gendavis@kingcounty.gov. Selection ProcessApplicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review.About the Safety, Security & Quality Assurance (SSQA) DivisionThe Safety, Security & Quality Assurance (SSQA) Division provides leadership and the highest level of support and customer focus to continuously improve Metro’s safety culture and security practices in order to best protect Metro employees, patrons and the communities we serve from harm.About King County MetroMetro is committed to providing transportation services that connect all people and all communities of King County, focus on the equitable distribution of our service and the equitable application of our work (inside and outside the Agency), and combat climate change by doing our work in a sustainable manner. Metro is King County's largest Department, employing well over 5,000 people who primarily work in the fields of transit operations, vehicle maintenance, transit facilities operations and marine. King County Metro is a regional leader in helping people move quickly throughout the region, reducing commuter stress, greening the environment, and radically improving urban air quality by providing comfortable, effective transit services for the thousands of commuters and other residents of King County, Washington. Working for Metro means working for a leader in this Nation's public transportation industry.Forbes named King County as one of Washington State's best employers.Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our "True North," we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex(including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
King County is committed to equity and diversity in the workplace, and in recruiting and maintaining a quality workforce that shares our guiding principles: collaborative, service-oriented, results-focused, accountable, innovative, professional, and fair and just. King County Metro's Safety, Security, and Quality Assurance (SSQA) Division is seeking a Fare Adjudicator (Project/Program Manager II) to fill a Term Limited Temporary (TLT) or Special Duty Assignment (SDA) position. The duration of this position is anticipated to last through December 31, 2026, with the possibility of extension.This recruitment is open to all qualified candidates, including internal King County employees and the general public.Metro is reimagining and reforming the safety, security, and fare enforcement functions throughout Transit Mobility Services to take steps to fulfill its commitment to the King County Executive’s True North mission and values, while adhering to Metro’s Mobility Framework. To do this, Metro collaborates with the community, customers, employees, labor, and the King County Sheriff’s Office to guide reform of the department’s safety, security, and fare enforcement functions, including partnership relationships and resources allocation, to achieve the desired outcomes set forth in the Safety, Security, and Fare Enforcement (SaFE) Reform initiative. To carry out SaFE Reform, we work to: Center Black, Indigenous, and people of color community voices – internal and external – especially those most affected by safety, security, and enforcement policies and practices on and near transit.Host an inviting, inclusive, accessible, and productive engagement process.Ensure participation from all of the groups Metro serves: community members, customers, employees, partners, and contractors.Take a closer look at Metro’s policies, practices, and budgets to co-create new strategies for transit safety and security.Reach shared goals by sharing power, learning from each other’s experiences and ideas, and making transparent decisions.About the RoleThrough a unique lens centered on both compliance and compassion, the Fare Adjudicator will be responsible for the reimplementation of the Fare Adjudication program, (previously known as the Fare Violation program) for citations issued by King County Metro’s Fare Inspection Officers with guidance from the SaFE Program Lead and Metro Leadership Team Project Sponsors. Responsibilities for this role will include managing the citations process by re-establishing and updating policies and procedures, creating benchmarks and performance measures for evaluating the effectiveness of the program, and identifying trends and opportunities for improvement and adjustment. The Fare Adjudicator works under the guidance of the SaFE Program Lead and facilitates cross-team collaboration to ensure resolution, program accuracy, and fairness are maintained. This role will also coordinate across teams concerning fares policies, fares resources, and customer service related to fare payment.To learn more about the SaFE Reform Initiative, please visit the SaFE Reform Initiative page.Recruitment DetailsThis recruitment will be used to fill one TLT/SDA position. In addition, this selection process may be used to generate an eligibility pool for future TLT/SDA vacancies that may occur in this classification within the SaFE Reform workgroup. If an eligibility pool is created, it will be retained for 12 months from the closing date of the posting and may be used at the discretion of the hiring authority. The duration of this position is anticipated to last through December 31, 2026, with the possibility of extension.Who May ApplyThis position is open to all qualified applicants. King County employees interested in this position as a Special Duty Assignment must be career service employees who have completed their initial King County probation.
EXAMPLE OF DUTIES
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. You will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. You will also: Reimplement processes and protocols for the intake, management, and disposition of fare enforcement notices of non-payment, establish outreach processes for providing customer education and assistance to individuals who receive warnings and/or citations; Track and monitor the non-payments and their associated riders for benchmarks to ensure timely and consistent approaches are operationally effective, in accordance with the intentions of the program; Evaluate requests for cancelation, mitigation, or clemency as they are received, recommend changes to the options that [non-paying/unpaid] riders can select from, and recommend methods of providing for relief that result in the best outcomes for consistently [non-paying/unpaid] riders and King County; Work in partnership with the Contract Security Program Manager to address and co-develop aspects of the Fare Enforcement program. This partnership will focus on aligning operational standards, implementing training, and refining operating procedures to effectively advance the goals of the Fare Adjudication and outreach processes;Identify technology needs, system capacity needs, and industry best practices with Metro subject matter experts; Manage outreach functions, including supervision and direction of staff in the Outreach Coordinator role, and their responsibilities and deliverables; Collaborate with internal and external partners to influence and support fares policies, fares resources and customer services related to fare payment; Review and analyze various security logs and reports; Provide tactical assistance and coordination in technological needs assessment and planning; Coordinate with Contract Security program manager to improve the Fare Enforcement program and the way it is conducted, the quality and quantity of statistics and information it produces, and determine changes to recommend to Transit Security and/or other stakeholders;Develop reports and communication tools related to the new program, policies, procedures, and other relevant communication; including but not limited to an annual report to Council; Ensure appropriate distribution of reports and promotion of the new program;Participate in relevant forums that advance the intentions and effectiveness of the new program objectives; Conduct related special projects involving research and presentation of findings; Perform miscellaneous duties as required.
SUPPLEMENTAL INFORMATION
Work Location/Teleworking Requirements The work associated with this position will be hybrid, performed through a combination of teleworking and onsite work/meetings, as needed. The office location is at King Street Center (201 S. Jackson St., Seattle, WA). Employees must reside in Washington State and within a reasonable distance of their King County worksite to respond to workplace reporting requirements. Employees must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Employees will be provided with a County-issued laptop and will have access to shared workspaces at various King County facilities. Work ScheduleThe work week is normally Monday through Friday, 8:00 am – 5:00 pm, although alternative work schedules may be possible. Variations may also be required depending on the demands and needs of the work. The nature of this work occasionally requires incumbents to work outside of usual work hours and/or to travel to other County worksites for field visits, meetings and events. This position is non-exempt from the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay.Union Membership: C4-Protec17Class Code: 2441200 (Project/Program Manager II)Application ProcessApplicants should complete the online application at www.kingcounty.gov, including the Supplemental Questions section. Please answer the questions in the online employment application with each of your jobs listed (detailing each position for each employer separately), duties explained, and reasons for leaving included. Your job history in the employment application should go back 10 years, (if you have 10 years of employment). Earlier positions should be included if they are relevant in some way to this job. Required Application MaterialsAn online employment application A letter of interest responding to the following prompt: What drives your passion for serving the King County community in this capacity?Answers to all supplemental questionsNOTE: Though it is not required, including a resume with your application is highly encouraged.Applicants who are unable to apply online should follow the instructions in the Application FAQs page.Need assistance?To request this announcement in an alternate language or format, for accommodation or assistance in the application process, or for other questions, please contact Genevieve (Gen) Davis, HR Talent Advisor: gendavis@kingcounty.gov. Selection ProcessApplicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review.About the Safety, Security & Quality Assurance (SSQA) DivisionThe Safety, Security & Quality Assurance (SSQA) Division provides leadership and the highest level of support and customer focus to continuously improve Metro’s safety culture and security practices in order to best protect Metro employees, patrons and the communities we serve from harm.About King County MetroMetro is committed to providing transportation services that connect all people and all communities of King County, focus on the equitable distribution of our service and the equitable application of our work (inside and outside the Agency), and combat climate change by doing our work in a sustainable manner. Metro is King County's largest Department, employing well over 5,000 people who primarily work in the fields of transit operations, vehicle maintenance, transit facilities operations and marine. King County Metro is a regional leader in helping people move quickly throughout the region, reducing commuter stress, greening the environment, and radically improving urban air quality by providing comfortable, effective transit services for the thousands of commuters and other residents of King County, Washington. Working for Metro means working for a leader in this Nation's public transportation industry.Forbes named King County as one of Washington State's best employers.Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our "True North," we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex(including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
