PSTA

This Valentine’s Day, we want to celebrate the team at the heart of PSTA’s mission—our Operations team.

A group photo of Bus Operators holding silly props like glasses, hates, and bows. Hearts surround them to make it Valentine's Day themed. — Bus Operators posing for a group photo during a Transit Employee Appreciation Day celebration.

The operations side of PSTA comprises the Transportation, Maintenance, and Mobility departments. But even within those areas, there are core teams who do essential work for PSTA that most people don’t even know about.

So, in honor of the holiday all about sharing with the important people in our lives, we wanted to show our unsung heroes the love they truly deserve. Here are 14 teams we love!

Transportation

Let’s start with the department responsible for ensuring PSTA’s buses and services show up at all. Nested within the Transportation branch of Operations, you’ll find our Bus Operators, our Customer Service Representatives, and our Safety, Security, & Training team. Basically, these are the folks who directly serve the public or train those who do.

1. Bus Operators

In many ways, our bus operators are PSTA. Not only do bus operators drive those huge 30-foot buses you see on the road, but they also provide customer service to riders and ensure their safety every day. Our other name for bus operators is “Customer Service on Wheels.” This is because bus operators are the face of the agency and often answer the same questions our Customer Service Representatives do.

Bus operators must not only operate an enormous vehicle that’s far more complex than a standard car, but they must also give directions to lost riders, answer questions about fares, de-escalate high-stress situations, help riders with mobility aids like walkers or wheelchairs board safely, and know the routes they drive like the back of their hands. Oh, and they have a time schedule to follow too, all while having to navigate traffic and the unpredictability of other drivers.

Needless to say, we love our bus operators. Thank you to each and every one of you for all that you do!

Chief Operating Officer James Bradford socializes with four bus operators in the driver's lounge. — Chief Operating Officer James Bradford socializes with some bus operators in the driver’s lounge.

2. Transportation Supervisors

Behind every Bus Operator you see while boarding, there is a small army of Transportation Supervisors ensuring Bus Operators have the information and support they need. In many ways, Transportation Supervisors need to be everywhere at once. They must assign and dispatch buses to their routes, be ready to relieve a Bus Operator who cannot complete their route, determine necessary detours when roads are unsafe or unpassable, and serve as mentors and trainers for Bus Operators under their leadership.

To be a Transportation Supervisor is to be flexible and adaptable. They must have a robust understanding of PSTA policies, emergency protocols, accident investigation and analysis, state and local traffic laws, fare structures and routes, dispatching functions, and possess the leadership skills to be firm but fair with the Bus Operators they supervise.

Needless to say, it’s not an easy job! But they show up every day and give it their all, even during emergencies like hurricanes. For those reasons and more, we love our Transportation Supervisors. Thank you for all that you do!

A photo of a transportation supervisor reviewing a schedule on his computer. — A Transportation Supervisor looks over a schedule in the dispatch room.

3. Safety, Security, & Training (SS&T)

PSTA’s mission statement is to safely connect people to places. And our Safety, Security, & Training or SS&T team ensures we uphold the “safely” part of the mission. From customer-facing employees like Operators and Customer Service Representatives, to Administrative staff at headquarters, SS&T provides guidance and training on how to protect the lives of our coworkers and community members.

SS&T Supervisors administer new Bus Operator training classes and on-site CDL tests, NARCAN training classes, and general safety presentations and initiatives for the entire agency. They also ensure PSTA complies with all state and local traffic laws, as well as maintain the security of all PSTA property. Because the SS&T team possesses strong relationships with local and state law enforcement, PSTA has been able to seamlessly cooperate with authorities during accidents or if crimes take place near buses, shelters, or stations.

Plainly put, without our SS&T team, PSTA would be far less safe in its operations. We love our Safety, Security, & Training team. Thank you for helping increase safety for PSTA and the community at large!

A group of seven people from safety, security, and training, and other operations departments, standing by the water. — Members of the SS&T team and bus operators.

4. Customer Service Representatives

Anytime you call PSTA for information about our fixed bus routes or approach the window at one of our stations or transit centers, chances are you are talking to one of our amazing Customer Service Representatives or CSRs. PSTA’s CSRs work in Pinellas County—there’s no outsourcing here! In order to be a CSR, you must have a vast knowledge of PSTA’s programs and services. From locating a bus or explaining how our services work, to providing information on how to pay your fare or plan your trip, CSRs are PSTA encyclopedias.

With so many people depending on PSTA’s services, many riders also depend on the information CSRs provide. But it’s not just about answering questions and knowing PSTA’s programs and services—CSRs must also be calm and helpful, even when faced with frustrated riders or complex situations. Let’s face it: sometimes people who call or approach the window aren’t always nice, and CSRs often take the brunt of someone’s bad day. But PSTA’s CSRs are steady in the face of negativity, and truly do their best to help.

This is why we love our Customer Service Representatives. We are so grateful for the vital work all of you do!

A CSR sitting at a computer looking of route information for a caller while she takes notes. — A CSR helping a rider track their bus over the phone.

Maintenance

Now let’s move on to the next branch of PSTA’s Operations Department—Maintenance. This team comprises the hardworking bus and facilities experts who safeguard the condition of our buses, inventory, stations, bus stops, shelters, and our headquarters.

5. Fleet Technicians

Did you know PSTA performs almost all maintenance of its own fleet, even our electric buses? Enter the Fleet Technicians, three tiers of highly trained bus mechanics responsible for ensuring our entire bus and trolley fleet remains in a good state of repair. Technicians I, II, and III each handle increasingly more complex work, with Technician III employees requiring the coveted ASE (Automotive Service Excellence) Transit Bus Technician certification. In addition to performing maintenance on diesel-powered vehicles, PSTA Technicians must have strong electrical knowledge to work with electrical systems and electric bus batteries.

But it’s not just about repairing and maintaining these complex vehicles; Technicians must also learn comprehensive safety procedures to protect themselves and those around them. And, by extension, Technicians also contribute to the safety of bus operators, riders, and other motorists by ensuring vehicles leave the bus yard in tip-top shape.

Therefore, it’s safe to say that we love our Fleet Technicians. An enormous thank-you to each Technician who helps keep our fleet healthy and safe.

A technician reaching up into the underbelly of a lifted bus to perform maintenance. — A Fleet Technician performing maintenance on a lifted vehicle.

6. Fleet Maintenance Supervisors

Where Fleet Technicians handle the individual repairs of each vehicle, Fleet Maintenance Supervisors look at the big picture. They coordinate bus repairs and maintenance to optimize fleet operations and prevent delays. They assign work to the Fleet Technicians. They enforce safety and quality policies in the shop. They perform quality checks and inspect work rendered by Fleet Technicians to ensure compliance with federal, state, and local laws, regulations, and policies. And they must have strong leadership skills to manage and provide support to Fleet Technicians.

Without Fleet Maintenance Supervisors managing the workflow of PSTA’s shop and the schedule of regular maintenance, buses could break down on the road or be late to their scheduled routes. Because PSTA prides itself on in-house maintenance and closely monitors the condition of its buses, our vehicles can last decades. And this is in large thanks to the hard work of Fleet Maintenance Supervisors who help keep the wheels turning (pun intended).

For that, we love our Fleet Maintenance Supervisors. Thank you for your hard work!

7. Service Attendants

Things can get pretty complicated in a bus yard or outside the maintenance bays, especially with over 200 buses to manage. That’s where Service Attendants help. Not only do they thoroughly clean and sanitize all buses inside and out, but they also top off fluids like fuel, water, and oil, and ensure buses are parked in their assigned locations.

Service Attendants help maintain the condition of buses and ensure vehicles are in the correct locations for Fleet Technicians to perform maintenance and for Bus Operators to begin their shifts. They play an important role in maintaining our fleet and helping other departments do their work.

We see you, Service Attendants, and we love you for all that you do. Thank you for your hard work out in PSTA’s bus yard!

A man in a bright yellow PSTA shirt cleans and sanitizes the interior of a bus before it hits the road. — A Service Attendant cleans and sanitizes the interior of a bus.

8. Facilities

If you’ve been to a PSTA bus stop, shelter, or station, chances are you’ve seen the result of our Facilities team’s hard work and dedication. The purpose of this team is to maintain the repair and cleanliness of PSTA property and assets, both at headquarters and around the county. Some of the many duties under the Facilities team’s purview include janitorial duties of grounds and PSTA properties, amenity installations, landscaping and grounds maintenance, and repair work at bus stops and PSTA facilities.

Facilities is also instrumental in the agency’s hurricane preparedness, particularly in securing the agency’s complex electrical systems, and in removing potential debris at headquarters and out in the community, such as trash cans, benches, and bus shelter parts. The team works around the clock to prepare for the storm, monitor the situation on-site during the storm, and manage clean-up and repair after the storm has passed.

The work our Facilities team does is often unseen, but essential to keeping PSTA’s property safe and clean. And for that tireless work, we love them! Thank you, Facilities team, for everything you do!

A collage of three images: the top one shows a blonde woman who serves as the Superintendent of Facilities. The two bottom images who two men who work in the Facilities team. — Missy, the Superintendent of Facilities, and her right-hand men on her Facilities Team (Jay on the right, and Ronnie on the left).

9. Inventory Control

In order to perform bus maintenance in-house, PSTA requires an impressive roster of parts and materials. And that’s where Inventory Control comes in! This department is responsible for providing Technicians and Maintenance staff with the requested parts and materials, keeping a careful inventory of all items, and receiving in new orders. At any given time, PSTA will have countless bus parts in its inventory, so keeping them tracked and in the database is no small task.

In addition, Inventory Controllers also receive and process defective parts, returnable cores, and parts ready to be scrapped to ensure sensitive materials are disposed of properly. This team plays a vital role in ensuring Technicians have all the parts they need for critical repairs, as well as managing most deliveries for the entire agency.

We love Inventory Controllers for their admirable attention to detail and the essential support they provide for Maintenance staff. Thank you for everything you do!

Mobility

Last but certainly not least, there’s the Mobility branch of our Operators department. Our Mobility team oversees the operation of our paratransit service for people with disabilities, as well as partnerships with TNCs like Uber and Lyft, and other transportation companies like TransDev, United Taxi, Enterprise, and more.

10. Eligibility

Under the Americans with Disabilities Act (ADA) of 1990, all public transit agencies are required to provide paratransit service for people who cannot ride the bus or trolley due to a disability. This is called “paratransit,” and PSTA Access provides both reserved and on-demand options for riders who cannot ride our ADA-accessible buses.

That’s where our Eligibility team comes in. Mobility & Orientation Specialists within the Eligibility team work with riders applying for PSTA Access to help them determine the best transit options depending on their unique needs. Not only do Mobility & Orientation Specialists assist riders with disabilities, but they also support the Transit Disadvantaged program, which aims to help riders 200% below the poverty line access affordable, reliable public transit.

This team supports some of our communities’ most vulnerable riders, and we love them for the compassionate care they provide. Thank you for helping ensure every rider has the options they need!

11. ADA Compliance

PSTA takes ADA compliance very seriously, not just because it’s the law, but because we provide transit for everyone, no matter their needs. For this reason, PSTA has a designated ADA Compliance Officer, who serves to advise the entire agency on ADA policies and overall accessibility. This is especially important for our paratransit services, where riders with disabilities depend on PSTA to consider their mobility, sight, hearing, and cognitive needs.

PSTA’s ADA Compliance Officer is a vigilant champion for accessibility and ensures every department in the agency not only complies with ADA policy but also identifies potential accessibility issues in new programs and services before launch. Under the careful guidance of our ADA Compliance Officer, the entire Mobility department keeps accessibility at the forefront of all they do.

For these tireless efforts, we love our ADA Compliance Officer. Thank you for being a powerful voice for those with disabilities!

12. Reservation Agents

When a PSTA Access customer calls to book their reserved Access ride or their Mobility-on-Demand ride, they will likely speak to a Reservation Agent. Unlike Customer Service Representatives, Reservation Agents are specially trained to book reserved Access rides with our partners at TransDev or dispatch on-demand rides with our partners at Uber, Lyft, United Taxi, or Wheelchair Transport.

Reservation Agents are also responsible for answering questions about our Mobility programs, as well as providing support for program eligibility for paratransit, Transportation Disadvantaged, and other non-fixed route transit programs. Without this team, vulnerable riders who depend on PSTA to get to work, school, doctor appointments, and more would be unable to easily book their trips.

We love our Reservation Agents and are so thankful to them for helping our riders!

13. Mobility Services Coordinators

Behind the scenes of the customer-facing work of Eligibility and Reservation Agents, there are the Mobility Services Coordinators who ensure the operational performance of PSTA Access, Transportation Disadvantaged, and all other Mobility programs. This team ensures responsiveness to customer inquiries, processes billing, and monitors on-demand trip fulfillment.

In order to continue improving our Mobility programs, PSTA needs this team of experts to monitor and analyze the performance of these programs to prevent lateness, contain costs, and ensure PSTA executes its responsibilities as the region’s Communication Transportation Coordinator for the Transportation Disadvantaged program.

We love our Mobility Services Coordinators for their hard work supporting and monitoring Mobility Programs. Thank you for all that you do!

A woman guides a blind man with a blind cane into a PSTA Access vehicle. — A hard-of-seeing PSTA Access customer is guided into a PSTA Access vehicle.

14. And Even More!

These fourteen groups still don’t encompass the scope of our Operations department! Among these larger teams are the individuals who do critical work to support and inform the Chief Operating Officer and the rest of the agency—Directors, Deputy Directors, Superintendents, Supervisors, Assistant Supervisors, Managers, Administrators, Analysts, and Administrative Assistants. So to all of those individuals, we love you, too! We see you, and we are so grateful for what you bring to the table to help the mission of PSTA.

Happy Valentine’s Day!