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Parking Field Operations Leadworker*

City of Madison Wisconsin
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General Description

The City of Madison Parking Division is seeking a motivated individual to serve as a Parking Field Operations Leadworker. This role plays a key part in the daily operation and continuous improvement of the Parking Field Operations Section, providing leadership and first-line support to field staff and vendors. The position guides and supports staff involved in cash handling, customer service, maintenance, and security. In addition, it assists in the development and implementation of operational policies and procedures and in advancing system improvements that strengthen the customer experience and operational reliability. Work is performed under the general supervision of the Parking Field Operations Supervisors and within established guidelines.


HOURS: Scheduled shift hours are 5:30 PM to 3:30 AM, Wednesday through Saturday. During the first two months of onboarding, scheduled workdays will remain Wednesday through Saturday; however, start and end times may vary based on training needs, and may include weekdays, weekends, afternoon, evening, overnight shifts, and special events.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

 

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

 

Examples of Duties and Responsibilities

Provide Field Leadership 

  • Deliver schedules, keys, and necessary supplies to all field personnel.
  • Evaluate situations and change priorities while working within established guidelines for efficient and effective operations.
  • Assist with redeploying resources to increase operations' effectiveness, including making schedule/assignment modifications required to respond to unexpected absences and/or events.
  • Oversee and assist in training new and existing staff.
  • Assist Field Operations Supervisors with the first line of contact for contracted security personnel. 
  • Oversee and set up operations for special events.

Maintain Parking Access and Revenue Control Systems 

  • Utilize appropriate software to monitor Parking and Revenue Control Systems and solve identified issues quickly and accurately.
  • Perform emergency repairs on damaged or disabled parking equipment to ensure control of revenues, the security of employees and utility property, and customer convenience.
  • Fill entry, exit and pay stations and provide supplies to all field locations. Take an inventory of tickets and supplies when needed.
  • Test air quality and alarm systems; providing a report of findings. Including Fire, Life Protection Systems, elevator issues, and Carbon Monoxide (CO) monitoring.
  • Observe and report alarms from Life Protection System control panels. 
  • Remove snow and ice in drive aisles and walkways as needed for customer safety.

Assist the Parking Field Operations Supervisors

  • Participate in the planning and coordination of staff scheduling, including providing input on staffing levels, hours, and locations.
  • Assist in investigating and responding to customer complaints about Parking Operations Field personnel or Parking Division rules and/or regulations.
  • Assist supervisors with developing best practices and standard operating procedures related to field personnel duties.
  • Distribute and explain written communications, including but not limited to division policies, procedures, payroll information, contracts, scheduling information and specific job duties.
  • Participate in the review and evaluation of Parking Operations Field personnel work performance.

Public Relations

  • Assist customers with questions or concerns about facility rules and regulations, in person and/or over the phone (helpline).
  • Assist other agencies with issues related to parking facilities.
  • Provide information/clarification regarding parking facility rules, policies, regulations, and ordinances, and use of equipment to customers upon request.
  • Work as a liaison between security contractors and Parking Division Management to coordinate contracted services when a supervisor is not available. 

Record Keeping

  • Maintain records of repairs and maintain a sufficient parts inventory.
  • Sort and file required paperwork.
  • Effectively fill out work orders and pertinent shift reports pertaining to daily activity.
  • Maintain and report inventories of tickets and other supplies needed for field operations.

Miscellaneous

  • Notify Parking Enforcement of parking violations and assist the Parking Enforcement Team.
  • Maintain City of Madison vehicles used for daily assignments and report mechanical problems promptly to ensure safe operation of assigned vehicles.
  • Perform Parking Field Operation employee duties as required.
     

Perform related work as assigned.

 

Minimum Qualifications

  • Two (2) years of responsible parking facility or transit facility experience with the City of Madison; AND

Six (6) months of experience applying leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching)

-OR-

  • Three (3) years of experience applying the following:
    • Principles and operation of automated customer service, facility-entry systems, or transaction processing systems;
    • Basic recordkeeping functions, including inventory and maintenance records;
    • Computers and computer software applicable to the duties of the position (i.e. Microsoft Office, including Outlook); AND
  • One (1) year of experience applying the following:
    • Leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching); AND
  • Familiarity with:
    • Tools and techniques used in facility cleaning, maintenance, and repair.


 

Other combinations of training and/or experience which can be demonstrated to result in the possession of the knowledge, skills and abilities necessary to perform the duties of this position will also be considered.


The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to work effectively with multicultural communities.

 

Special Requirements

Possession of a valid driver's license to drive a City vehicle between garages to support staff and address equipment issues.

Ability to work a flexible schedule including days, evening, and night shifts, as well as Special Events.


Physical Requirements:

  • Ability to work in adverse conditions, such as small work areas, variable temperatures and weather conditions, and heavy traffic areas.
  • Ability to frequently get in and out of cashier booths and/or vehicles.
  • Ability to reach, bend, sit and/or stand for extended periods of time; move quickly to open and/or repair gate and ticket dispenser problems; issue tickets; and assist patrons.
  • Ability to perform a high percentage of work outdoors in all types of weather, at various times of day and night, while driving, walking, standing, and performing repetitive movements.
  • Ability to push/pull/lift/carry up to 25 pounds.



*The payroll title is Field Service Leadworker 1.