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Position: Travel Training Manager
Job ID: 20180072

Over 600,000 passengers rely on Coast Mountain Bus Company every day to get them to work, school and all of the activities that make life on the Lower Mainland so rich and exciting. Our more than 5,400 dedicated employees keep the buses, the people and in so many ways the vibrant pace of this city moving.

Under direction of the Director, oversees travel training program across the Enterprise and delivers training to eligible customers with disabilities to ensure that lack of awareness, training and familiarity with conventional transit is not a barrier to accessing bus and rail services. Ensures that persons trained understand the benefits as well as the realities of public transportation and are trained with the skills required for safe and independent travel. Develops evidence-based strategies to teach transit travel skills that address specific needs of persons with disabilities.

Key Accountabilities
Researches and gathers information on existing travel training programs and develops and recommends different programs/options based on the scientific literature, market research and current industry trends analysis. Collaborates with external agencies in delivering services to persons with disabilities and seniors and identify different ways to work with them to create awareness and group trainings on using conventional bus and rail services building on the existing public education programs delivered across the Enterprise. Liaises internally (e.g. HandyDART, CMBC operations, Sky Train operations & TransLink) to discuss issues, concerns, challenges which need to be addressed in providing conventional transit service.

Develops, creates and implements a comprehensive travel training program for persons with disabilities. Evaluates and modifies the training program and services based on the changing needs of the customers or as per best practices. Under the guidance of Director, implements recommendations from TransLink Planning, TransLink Board or Stakeholder Committees. Assists in establishing the eligibility criteria for the service and builds in the framework by developing supporting policies and procedures to follow. Assesses the priority target audiences for travel training in conjunction with stakeholders in order to meet the goals and objectives of the Enterprise.

Builds working relationships with organizations that deliver services to persons with disabilities and seniors and liaises with them to identify successful ways to impart training to use conventional bus and rail services. Conducts seminars and awareness campaigns to keep these organizations updated on public transit services. Prepares an annual plan and ensures target audiences are aware of the accessible transit initiatives.

Creates a profile of the customer’s functional abilities and needs by gathering information about the customer, explains the process and desired outcomes to the customer or their family and obtains consent to start the training. Reviews the training procedures each program offers to reflect safety of the customer at all times. Customizes training to fit the needs of each individual’s unique needs based on their physical and cognitive abilities.

Assesses the effectiveness of the training imparted to the customer or groups through a series of observations (direct and indirect), tasks and interviews and also follow up observations to ensure safety of the customer and maintains accurate and updated records. Conducts risk assessments and implements control measures and recommends corrective actions to maintain proper safety procedures.
Leads and determines the information to be shared with the target audience covering general overview and orientation to a public transport system, instructions on how to use personal mobility devices on public transportation (includes safety boarding, riding and alighting vehicles). Tracks the effectiveness of the program delivery based on the agreed upon and established evaluation criteria, the training process and outcomes of training and implements improvements based on best practices.

Liaises with Communications and other departments to develop campaigns or programs to roll out to the community and promotes the availability of travel training to the target audience. Plans outreach activities through appropriate communication media and delivers presentations, as appropriate, to ensure that the target audiences (persons with disabilities/seniors/agencies) are aware of transit policies and programs pertaining to accessible transit services on conventional bus and rail services.

Supports the Director in developing/delivering access transit related presentations to the Executive, key stakeholders, and occasionally the Board.

Manages reporting staff, including selection, development, coaching, managing performance, and all other people management practices.

Education & Experience
The requirements for this job are acquired through a university degree in Education, Business Administration, Rehabilitation-related such as Occupational Therapy or Social Services with minimum six (6) years progressive experience in access transit training program development and implementation or program/curriculum development or adult education including accessibility practices and working closely with persons with disabilities or seniors.

Other Requirements
  • Advanced knowledge of the concepts, principles, practices and techniques of program planning, execution, policy development, community outreach, and accessibility practices.
  • Advanced interpersonal and communications skills to establish and lead community outreach programs , develop external relationships in the community, and also provides strategic advice and subject matter expertise to project teams, committees and working groups.
  • Extensive knowledge of community organizations and ability to link into existing networks within communities to promote public transit.
  • Solid business acumen to develop and implement program strategies, plans, policies, processes, and program innovations.
  • Solid problem solving and decision making skills to identify optimum approach and methods to achieve program objectives.
  • Solid analytical skills to evaluate program needs and outcomes.
  • Solid leadership, development and team building skills to manage reporting staff.

Other Information

Recruitment Process
An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

Work Schedule
37.5 Hours per Week

Salary Range
$83,407 to $104,259 ($42.62 to $53.28 per hour)

How to Apply
Please go to to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter and your (2) resume as one pdf document prior to uploading your application on-line.

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to

Coast Mountain Bus Company is an equal opportunity employer.
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100-34 Colonnade Road
Ottawa, ON K2E 7J6 Canada