CLOSURES AND DIVERSIONS
BE BRILLIANT AT YOUR BASICS
CUSTOMER SERVICE LEAD - JOB ACTION SHEET
Manager Email
example@example.com
Supervisor Email
example@example.com
Customer Service Lead - JAS
DateTime
Station Assigned
*
Customer Lead Name
*
Customer Service Lead - Email Address
*
example@example.com
Customer Service Lead Employee no.
*
Customer Service Lead Phone Number
*
Radio ID no. Incident/Events 9
Shift Time
1
2
3
4
5
6
7
8
9
10
11
12
:
Hour
00
10
20
30
40
50
Minutes
AM
PM
AM/PM Option
Until
until
1
2
3
4
5
6
7
8
9
10
11
12
:
Hour
00
10
20
30
40
50
Minutes
AM
PM
AM/PM Option
Total Hours
Transportation Lead Name
*
Transportation Lead Email Address
*
example@example.com
Subway Closure Boundary
*
Preparedness
*
Arrive 15 mins early for shift
Proper attire for all
139 Subway Transportation Lead identified
ERS desk identified and Mobile Lead identified ( if one assigned)
Monitor channel Events 9/Incident 9– request an extra radio if required
If applicable TEOs identified and their role understood - radios provided with Events/Incident 9 Channel
Equipped with TTC work Phone if assigned
Signage:
*
A-frames and signage on bus/within Station / automatic entrances
No A-frames on platform level - don't want them thrown to track level in front of the train
Off load shuttle bus signs installed; Shuttle stops installed / Bus bay platform / Out of service stops installed – if required
Regular bus route stop moved – if required – instructions to board at the new location posted
Remove signage for regular service when closure is finished from all area of impacted Station
CSRs and Staff
*
Ensure clear and concise communication to TTC and Contractor Staff all shift
Staff briefed and placed accordingly
Safety and job briefing checklist / Constantly monitor CSRs
Following up on any CSR incidents and submitting TSOR if required
Staging and Routing
*
Any changes to shuttle routing reviewed and shared with all TTC Staff
Staging shuttle buses to not block regular service stops
Confirmed total number of buses operating
Make sure the first bus leaves on time; Last buses to be coordinated with TCC
Monitor/arrange breaks; Monitor Operator finish times and release of buses from route
Expressing Buses and communication
*
Identify routing based on flow of customers
Turn buses as required / Constant communication with CIS
Communicate with leads along closure route; Ensure buses do not go off route
Ensure regular service vehicles are conducting announcements regarding the subway closure and alternate routings provided
During the Closure
*
TSOR and any other reports properly submitted as required for all instances as needed
Monitor and coordinate with paid duty officers – get paperwork signed
Ensure all personnel working the closure are aware of accessible transit
Lead to communicate with Transit Control shuttle desk and coordinate last buses with Last trains or call Shuttle desk 3999 to get an update
Make sure everyone is complying with the White Line Policy
Signature
*
Comments
Submit
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