Commendations PRAISE FROM OUR PASSENGERS
I was recently involved in a horrible accident and lost my purse with about $1,000 worth of items. Thankfully, it was discovered by one of your HOV operators, Lonnie Henry. He contacted me and drove totally out of his way from Grand Prairie to Lewisville, to return it to me in person. You have quite an employee there. Lisa Nails, Lewisville (Northwest Bus Operator) Louiga Beaird is the major reason I continue to ride DART. At lineups, she is always on the lookout for passengers changing buses. She is forever attentive to potential problems onboard or on the road, and she really cares whether people ride the bus or not. She deserves a pat on the back. Judy Gibson, Irving I would like to commend DART Police Officer Daniel Stevenson and some of his colleagues for changing my tire when I had a blowout on Highway 75. This effort was “above and beyond” if I ever saw it. Sandra Parker, Dallas This is to acknowledge a very kind gesture on the part of Rail Operator James Whitehorn, who summoned a supervisor to help a blind passenger across the busy intersection at Hampton Station recently. I was that customer and am most grateful. Willie Prudhomme, Dallas (Customer Information Representative) Mary Villanueva didn’t deserve the rudeness I displayed when she was assisting me with a refund recently. I certainly couldn’t have maintained my composure as long as she did, if I’d had to deal with myself that day. Brian Lewis, Dallas I always ask (Station Monitor) Mittie Linnear for route information at Illinois Station and have never, ever failed to reach my destination. Kelly Love, Dallas Because I work at a hospital, timely transfers are especially important. That’s why I really appreciate (SOCBOF Bus Operator) Willie Weston. He’s always on time, and just as importantly, keeps an eye out for passengers coming from the train. Janice Jackson, Dallas
You have a very precise and detailconscious employee in (Customer Information Representative Lu-Verl Davis. She takes her time with her callers to make sure she finds the exact perfect travel plan. She obviously takes pride in her job and doesn’t treat it like a chore. Melissa Jackson, Dallas Would some besides me please recognize (East Dallas’) Karen Anderson as one of DART’s most courteous bus operators? Her Route 60 passengers are more than familiar with the extra steps she takes every day to make their trips more comfortable and convenient. She’s a credit to your organization. Richard Miller, Dallas When (Paratransit Van Operator) Carol Barnes encountered a person passed out in the street, she immediately took action, stopping to render aid and remaining on the scene until the arrival of emergency personnel. What an exemplary act of kindness! Joyce Laury, Dallas Looking back on the call, I must have given (Customer Information Representative) Sharon Harris a very hard time, but to her credit, she remained patient and did her usual great job. Eric Collins, Dallas When I forgot some items on the bus, I left them in good hands. (SOCBOF Bus Operator) Clarence Porter Jr. took good care of them, and they came back intact. Thanks very much. Rev. Matthew Garrett, Dallas This wheelchair patron appreciates the special care taken by (Northwest Bus Operator) Kelvin Peterson, who waited at the stop as I was trying to flag him down, then took his time to make sure the trip was smooth and the deboarding safe and secure. Rebecca McMurray, Irving I know it can be trying on a bus operator to deal with a load of school children, but (East Dallas’) Johnny Wilson always seems to be nice and polite with the ones he carries in Garland. Richard Havens, Garland
Each time I call (Planning and Scheduling Representative) Gwendolyn Rice, I become more impressed with her accommodating nature and genuine concern for her clients. She is an asset to Paratransit Services. Mark Marvell, Dallas When (Paratransit Van Operator) Vernon Warren noticed smoke coming out of a client’s apartment, he took immediate and appropriate action. For this, we are most appreciative. Tracy Ward, Dallas If there is no special award at DART for exceptional service, you should create one, just for (Northwest Bus Operator) Brandon Barber. Edward Deauzais, Dallas This young lady has not been with you a long time, but already (Customer Information Representative) Sandy Bass displays great customer service skills. Don’t ever let her go, under any circumstances! Mike Romero, Dallas
the official employee newsletter of DALLAS AREA RAPID TRANSIT Sue Bauman Vice President, Marketing & Communications
Spring 2010
The Heart of DART Comes Shining Through! Reaching Out in the Community Setting Another Giving Record!
Robin Stringfellow Director, Communications
UNITED WAY
Elena Turner Manager, Communications
Employees contributed more than $96,500 to the 2009 United Way campaign – shattering last year’s giving record by $7,500, according to DART’s United Way Chairman and Internal Audit Director Al Bazis.
Thomas Santana Designer Millie Tweddell Internal Communications Coordinator Joe Swift Photographic Coordinator Honored by the National Association of Government Communicators Visit DARTnet or www.DART.org for the latest news and events.
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“Everyone’s generosity is heartwarming and it couldn’t have come at a better time,” Bazis says. “More people need help now – some for the first time in their lives. But donations usually fall
off in a recession, right when agencies need them the most to handle the increased demand.
Santa Claus (Bus Operator Candelario Garcia) meets and greets a City Park Elementary student.
As public servants, DART employees make a difference every day in the lives of our customers, in our member cities and in the region as a whole. We also serve the greater good in another way – through agencywide efforts and our heritage committees and workgroups. Here is an overview on the Heart of DART – and how our compassion and contributions make a difference in people’s lives.
“Thanks to each and every one of you who pledged or donated,” Bazis adds. “And thanks to the volunteer chairs in all the departments who worked so hard to get the word out and stage the Pumpkinpalooza and the United Way Carnival. Your generosity
and teamwork will help thousands of people in our community who are far less fortunate than we are to get through the months and year ahead.” continued
The Heart of DART Comes Shining Through! continued from p. 1
This year also set a record in terms of involvement. “Bus and Rail Operations took part for the first time, and Paratransit resumed participating this year,” points out Friendly Food Fight Chairman David Perry, projects business manager in Transportation Administration. “Project Management outdid itself again, and we owe a huge thank you to our build-out consultants and contractors on the Orange, Green and Blue lines,” he says. Together, we took a big bite out of hunger among the homeless.
United Way Department Chairs (left to right),: Front row: Carmen Spolar (Procurement), Dianna Kocks (Maintenance), LaDana Houser (EEO), Ruby Martinez (Transportation), Ilda Martinez (Paratransit), Debra Hebisen (Rail Development) and Shelita Sneed (Legal). Second row: Shannon Hergenrader (Commuter Rail), Shelia Aldridge (Technology) Diane Northrop (Risk Management), Frauke Prevo (Planning), Joyce Jackson (Human Resources), Becky Campbell (Executive Office) and United Way Chairman Al Bazis (Internal Audit). Not shown: Gail Cook (Board Support), Cylinda Chapman (DART Police), Sharon Hines (EOGR), Cynthia Baltrip (Maintenance), Vincent Silmon (Marketing & Communications), Elizabeth Gonzales (Materials Management), Cleo Grounds (Rail Development), Connie Arrington (Procurement) and Daisy Mara (Transportation).
Caring Tons and Tons FRIENDLY FOOD FIGHT
This was the best year ever in the 13-year history of the Friendly Food Fight! Together, DART employees and consultants collected 15.5 tons of food and more than $14,594, which equates to 48 tons of food.
As the recession continues, we’ve needed 30% more food to meet demand. We’re serving almost 20,000 meals a month now.”
“Thanks from the bottom of my heart,” says Bill Thompson, executive director of the Union Gospel Mission. “I really don’t know what we would have done without your contributions.
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Saving Lives a Pint at a Time BLOOD DRIVES
One pint of blood can save up to three lives, according to the Carter BloodCare Center. That means that DART employees potentially have saved up to 5,724 lives, by donating 1,908 pints at blood drives since the first blood drive in 1995. According to blood center records, employees donated 110 pints of blood in FY 09 alone. “We held five blood drives, including a special one benefitting a teenager with leukemia,” points out Procurement Buyer Beverly Burleson who has been DART’s volunteer blood drive coordinator for 10 years.
“I’m always amazed at the generosity of our employees,” said President/ Executive Director Gary Thomas. “Every year, I think we can’t possibly do better than last year. But we do, and it couldn’t have happened at a better time.”
Union Gospel Mission Executive Director Bill Thompson and Gary Thomas.
Another employee, Passenger Amenities Senior Manager Dwain Keltner, knows first-hand how much donating blood can mean. In 2007, DART employees and consultants donated 37 pints of blood on behalf of his daughter, Brandi, who had her leg amputated because of cancer. “Brandi’s insurance did not pay for any blood transfusions, and she needed almost 500 units of blood over the course of her cancer treatment,” Keltner says. “I’ll never forget how DART employees came through for us. It meant so much to our family emotionally as well as financially.”
“I’ve never thought donating blood is a big deal,” says Procurement Contract Analyst Bill Ptacek, who has donated the most blood to Carter BloodCare Center via DART and his church. “It’s easy to do, and it doesn’t take that long. If someone needs it, I’m glad I can give it.”
Creating Hope in the Hearts of Homeless Children AFRICAN AMERICAN HERITAGE COMMITTEE (AAHC)
“Once you see a homeless child, your heart goes out to them, and it’s hard to turn your back and walk away,” says LaDana Houser, AAHC chairperson. Two years ago, the AAHC adopted the Vogel Alcove, which provides daycare and social services to homeless children. This holiday season, the group gave the organization a financial gift and conducted a coat drive for the kids.
AAHC Officers and the Vogel Alcove Director from left: Parliamentarian Jennifer Stephens-Hall (vanpool coordinator, Planning), Chairperson LaDana Houser (equal opportunity specialist, Diversity & EEO), Treasurer Tasha Lowery (assistant to the vice president, Procurement), Aundria Levine (Internal Auditor III, Internal Audit), Barbara Landix (Volgel Alcove executive director) and Events Chair Neysa Pernell (associate, Marketing and Advertising). Not shown: Vice Chair Twyla Cochran (dispatch supervisor, Paratransit).
Reaching Out to Help Around the World DART ASIAN EMPLOYEES
DART employees who have donated the most blood to Carter BloodCare Center from left: Board Support Director Nancy Johnson (36 pints), Media Representative Mark Ball (38 pints), Communications Representative Jeff Hampton (39 pints), Operations Administration AVP Dean Hetrick (54 pints) and Procurement Contract Analyst Bill Ptacek (68 pints). Not shown: Systems Analyst Tracye Winn (50 pints).
Carter BloodCare Center needs 1,100 donors every day to meet the needs of North Central Texas, says Justin Liptrot, the center’s donor recruitment consultant. “We’re very grateful that DART employees have participated in blood drives on such a consistent basis. Thank you very much for your dedication.”
“Thank you for helping to improve the lives of the innocent homeless children who are in our community. With your support, little miracles happen every day at the Alcove,” Executive Director Barbara Landix wrote in a recent thank-you letter to the group.
In FY09, AAHC members made donations to local shelters and churches and volunteered at Attitudes and Attire, which helps women become self-sufficient and successful in the workplace. The members also sponsored DART events such as the Soul Food Cook-Off, Mother’s Day Big Hat Brunch, Holiday Bazaar and Holiday Mixer.
ASSOCIATION (DAEA)
DAEA has two good reasons why it traditionally holds a food sale and silent auction to raise money for the American Red Cross Disaster Relief Fund. “Many of our members still have family and friends in Asia and the Pacific Islands who are affected by disasters,” says Minh Vo, the DAEA president. “Then too, DART employees often see the news coverage on the disasters and all the suffering they cause,” Vo points out. “Our coworkers want to help, but don’t always know how. A food sale and silent auction gives them a convenient way to help, and when people know it’s for a good cause, they tend to give more.”
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The Heart of DART Comes Shining Through! continued from p. 3
Most of the students at the school, near downtown Dallas, live below the poverty line. Others live at The Family Place, a shelter for homeless families. This holiday season, the HHC gave all 230 students a gift bag with toys, candy and fruit – including handicapped-friendly gifts for three children with multiple disabilities. Each August, the HHC also donates school supplies to students.
DAEA members left of table: Kout Aun (EOGR), Mai Nguyen and Susan Mathai (both Technology), Melody Cadungog (Marketing & Communications) and Hai Tran (Maintenance). From right of table: Minh Vo, Linda Van Tran and Vinh Tang (all Technology).
The DAEA’s latest food sale/silent auction in early December contributed $615 to providing shelter, food, emotional support and other assistance to the victims of hurricanes, floods, mud slides and other disasters.
school,” says Principal Graciela Portus. “Words cannot express the smiles on the students,’ parents’ and teachers’ faces. Our community partnership with your organization is one we will value for years to come.”
The HHC also shares its heritage celebrations with other DART employees at Cinco de Mayo in May and Hispanic Heritage Month, which straddles September and October. Last year, the HHC held its third annual recognition event, honoring Hispanic employees with 25 years of service to DART.
COMMITTEE (NAIC)
While the NAIC is the smallest heritage group at DART, its members are well known for their popular celebration of Native American Indian Heritage Month.
season, they provided a Thanksgiving meal to one needy American Indian family and a Christmas meal to another. They also gave toys that were handed out at the Inter-Tribal Council’s holiday event and helped stage a day-long, annual Children’s Pow Wow in Grand Prairie.
HISPANIC HERITAGE COMMITTEE (HHC)
City Park Elementary students and teachers and Hispanic Heritage Committee members celebrate the season.
blankets and 200 pairs of socks to needy nursing home residents at Forest Lane Health Care and Manor Care Health Services. Collection sites included each of the bus operating divisions, the S&I, headquarters and the South Garland, North Irving and Addison transit centers. The Senior Source, a nonprofit organization, and KRNB 105.7 radio station helped sponsor the event. “The operators showed up in a bus and visited with our seniors and sang to them,” said a Manor Care spokesperson. “The seniors really enjoyed the visit, and they can really use the socks and blankets,” she added. “It gives us a something to do as a group and a way to give to the community. We’ll do it again next year,” Jones says.
NAIC members share their heritage with other employees by inviting American Indian dancers to perform at DART and celebrate the holiday season by donating holiday meals and toys in the community.
November 2009 marked the 10th year the committee has hosted the event and treated employees to tribal dance performances, singers, drummers and tribal vendors. The committee also typically provides American Indian food free of charge to the first 100 attendees. “It is our gift to our coworkers,“says Victoria Folsom, the committee chair and assistant to a senior manager. “We are glad to do it.”
Adopting a School and Recognizing Service
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NATIVE AMERICAN INDIAN
“Our emotions run high when we receive something that can promote student learning. We cannot thank you enough,” Portus adds.
Last September, the DAEA also co-sponsored a blood drive with the Wellness Program to benefit an Asian teenage girl who has leukemia and needs numerous blood transfusions. DART employees donated 22 pints of blood to her account.
The principal of City Park Elementary provides eloquent proof of how much HCC’s support for the school means. “Your generous donations make a big difference to the overall climate of this
Reaching Out in the Community
Committee members are active in the Dallas Inter-Tribal Council and the American Indian community, as well, Folsom notes. During the holiday
Comforting of the Soul NORTHWEST DIVISION
“Senior citizens have a special place in my heart,” says Northwest Bus Operator Karen Jones. “Sometimes, they get overlooked or left out, even by their families. Sometimes they don’t even have any family – or money – left to care for them.” That’s why Jones began the “Comforting of the Soul” outreach program at Northwest Division last year. This year, operators and mechanics gave more than 100
Northwest Bus Operators Alisha Bortey (left) and Karen Jones.
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The Heart of DART Comes Shining Through! continued from p. 5
Providing Dinners to Neighbors EAST DALLAS MAINTENANCE
Employees at our 4127 Elm Street facility have sponsored holiday-giving projects for at least 14 years, according to Warehousing Supervisor II Gwen Campbell, who chairs their annual efforts. All the workgroups – Fleet Maintenance, Materials Management and Facilities Maintenance – pitch in together to donate. This year, they decided to do a Thanksgiving project, Campbell reports. “We gave 25 turkey dinners to the Central Dallas Ministries (CDM). We like to support a charity here in East Dallas, and it’s only two blocks away,” she says. “We’re very thankful they were able to help CDM to serve families in need, particularly in hard times like these,” says Agapito Perez, CDM Food Bank Director. “DART is a good neighbor and a great asset to the community.”
“I’m thankful for all the folks in the shop,” Campbell says. “We’re pretty close-knit. They’re just a great group to work with.”
DART police officers and civilian employees contributed money, and then staged a “Stuff a Bus” toy drive at Mockingbird Station. To further encourage donations, they partnered with radio station “The Beat” 97.9 for remote broadcasts throughout the day. Due to the generous response of our riders and others, the officers collected
Giving a Head Start on Christmas
BUS & TRANSIT OPERATIONS
Approximately 40 bus operators, field supervisors, and training and management staff volunteers once again swung into action this past fall to help renovate the homes of three senior citizens in South Dallas. “This is the best thing that has ever happened to me in my whole life,” says Vivian Wallace, one of the homeowners. “Living on a fixed income has not allowed me to take care of my home as it should be. I am very grateful. Thank you, DART, for helping me.”
SOUTH OAK CLIFF
“We should take SOCBOF gives Head Start kids a Christmas to remember. responsibility for the welfare and happiness and reading books, crayons, some of the children in our community,” small toys and one big toy, says Bus says SOCBOF Bus Operations Senior Operator Donald Riley, who chairs Manager Robert Reeves. SOCBOF the event. operators and other employees need look no further than the nearby Each child also gets a photo taken Roseland Head Start Preschool, which they drive past every day, to see needy with Santa Claus, courtesy of SOCBOF Mechanic Doug Bell. People who are kids. poor don’t have money for cameras or to go to the mall to get their kids’ As a result, SOCBOF has a fourphotos taken, Bell points out. “This year tradition of providing the Head may be one of the few photos parents Start children with a Christmas to and their kids will have of their remember. Employees give them a childhood,” he says. meal, a stocking stuffed with coloring In addition to creating a Christmas to remember for 86 children, SOCBOF employees help at least one family with special needs each year. This Christmas, they gave a family a new refrigerator and other items.
Santa Cops Patrolling for Holiday Cheer DART POLICE
Employees in four workgroups gave 25 turkey dinners with all the trimmings to the Central Dallas Ministries for distribution.
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Caring Hearts and Swinging Hammers
“It’s sad to think there are children who don’t get a toy for Christmas. That’s part of being a kid,” says Police Officer Warren Mays who started the all-volunteer Santa Cop Program, now in its ninth year.
DART Police and other employees help Santa give toys to needy children. From left: Officer James Suttles, Bus Operator Afolabi Ademuyewo, Internet Website Designer Elizabeth Elam who donated a toy and Police Records Assistant Amanda Gregory.
110 toys and books and almost $360 in donations. They distributed a holiday meal and toys for about 145 needy families whom the officers have met or learned about in the line of duty.
Their second annual volunteer effort was part of the Hearts & Hammers program sponsored by the City of Dallas Housing Department. Homeowners often come to the city’s attention because of a code violation, according to Christiana Okereke, Housing Department spokesperson. While the city needs to keep up keep up neighborhood standards, it also wants
to help the homeowners, whenever possible, she says. Those who qualify for free assistance in the Hearts & Hammers program are age 60 or over, often disabled or in poor health, and, like Mrs. Wallace, are on a low fixed income. Volunteers worked on the houses for two consecutive, rainy weekends. The project’s captains – Bus Operators David Adams and Gabriela Rodriguez (East Dallas), Lawrence LaFlora (Northwest) and Janette Williams and Kimberly Cooper-Williams (SOCBOF) – put in many hours beforehand to plan and coordinate the effort, according to Employee Programs Manager Daisy Mara. They also led fund-raising efforts to help pay for extra items such as new mailboxes and landscaping plants. Everyone’s hard work – and the spirit in which they did it – creates lasting gratitude. “I really appreciate how this came straight from the hearts of all the volunteers,” says Marilyn Butler, another homeowner. “From my family to yours, we thank you from the bottom of our hearts.”
Mays, who has chaired the event every year, was so busy coordinating deliveries from police headquarters that he didn’t get to see the families’ reactions first-hand. “But the other officers told me stories about how happy the kids were and how much it meant to the parents,” Mays says. “So I enjoy doing the Santa Cop Program.” There have been a lot of kids and parents over the last nine years who enjoy it too.
Even working two rainy weekends in a row could not dampen the spirits of the bus operators, field supervisors and training and management staff who volunteered to renovate the homes of three senior citizens.
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Responding to Employee Satisfaction Survey Concerns
Matching Words with Deeds
Executive Leadership Team
Employee Values
SUPERVISORY COMMUNICATIONS Gary Thomas: Our supervisors have
a lot of technical expertise, but they may not have the training they need to be good internal communicators. Leadership DART, the Bus Operator Succession to Supervision (BOSS) Program and the Rail Operation Supervisor Succession (ROSS) Program are very successful examples of our commitment to growing potential supervisors from within.
Gary Thomas: The results of our
latest Employee Satisfaction Survey, conducted in FY2009, were very positive. Overall employee satisfaction is at 86% – a 7% jump over our FY 2006 survey. Of course, we can always do better, and employees responding to the survey singled out three critical areas for improvement: • Recognition for a job well done • Supervisory communications • Safety and security – particularly in the Transportation and DART Police departments During the first quarter of FY 2010, we chartered three executive management teams to address these areas and charged the Leadership DART class to research them and recommend changes. Here are some of the improvements we’re making, as a result, and there are more to come.
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with signs on our buses and trains warning them that “Assaulting a DART employee is a felony. Violators will be prosecuted to the full extent of the law.” And we’re in the midst of placing similar signage at transit centers and other selected facilities. We’ve also distributed a Code of Conduct brochure and posted TVM signage that give potential offenders fair warning that we enforce these rules vigorously.
Ben Gomez: We also plan to revise
Gary Thomas: A lot of other things
and relaunch the Supervisor Training Program for newly promoted supervisors to help them improve or learn new management skills, including supervisory communications. In addition to our training programs, I encourage management-level employees and those seeking advancement to take advantage of the opportunities we offer through the Brown Bag career development program, Business Book Club series, and the new Career Development Center at DART Headquarters.
are in the pipeline to improve safety and security. First, we are replacing our radios with advanced highperformance equipment. Second, we’re installing security cameras at transit centers, rail stations, and on the new buses that begin arriving in 2013. The new buses also will feature an optional operator shield or partition between the operator and customers.
Victor Burke: Our new Professionals
Achieving Communication Excellence (PACE) Program is targeted at improving communications between station office supervisors and operators – and it’s already getting excellent reviews. (See the related article in the DARTing Around section on page 14.)
Ben Gomez: Our bus operators are
our first line of contact with our customers, so we’re putting new emphasis on recruiting people with customer service backgrounds and demonstrated “people skills.” We already incorporate elements of the National Transit Institute (NIT) training program in conflict management and workplace violence prevention in every new operator class and Refresher Operator Training Class (ROTC) we offer. We may expand the NIT’s elements in the classes.
SAFETY & SECURITY Gary Thomas: Victor, Ben and I take Victor Burke: This is a particular
concern among our operators and police operators. We’ve already put potential offenders on notice,
employee concerns seriously. We want to hear them, and we will respond to the issues you raise. Thank you again for all your hard work.
GOOD STEWARD OF PUBLIC TRUST • We responsibly use public funds and property. • We maintain open communication with customers and stakeholders. • We respect the environment. • We strive to mitigate risk. • We demand integrity and honesty.
Earning and Keeping a Good Reputation
Public trust is hard to earn – let alone regain – and all too easy to lose, points out Fred Pratt, manager of State Relations in the Economic Opportunity and Government Relations Department. “I absolutely believe that DART is a good steward of public trust,” he says. In his role at DART, Pratt plays a major role in promoting and protecting the agency’s reputation, and he can quickly cite several reasons why DART has earned an excellent reputation. A prime Fred Pratt example, he says, is the track record the agency has earned for coming in on time and within or under budget on rail projects. “We are very transparent in how we conduct business,” he adds. “Our procurement process, the way we award contracts and our record for minority participation clearly show that.”
Maintaining open communication with our stakeholders is a key part of Pratt’s job. He builds and nurtures relationships with the 24 state representatives and eight state senators who represent our member cities, plus other state legislators in Collin and Denton counties. He provides the legislators with information and facts that document DART’s stewardship and promptly provides corrections to any inaccurate information. “DART acts with integrity and honesty,” he says. “By doing so, we retain credibility in Austin, Washington, D.C., our member cities and everywhere else.”
Turning Around A Negative Perception
DART and Paratransit Services both enjoy an excellent reputation now, notes Linita Shannon, manager, Planning & Scheduling, Paratransit. “But when I joined the agency in 1988, DART was very controversial, and Paratransit customers were very dissatisfied and would flood the Board meetings with complaints,” she recalls. “So I know firsthand how employees have worked very hard over the years to be good stewards and to earn people’s trust.” How did Paratransit turn around public perception? Having resources such as a good fleet and planning and scheduling software was vital to help put “a good product out on the street,” Shannon notes. “But people drive Paratransit,” she says. “Back then and now, we need to do what we say we’re going to do. We need to listen to our riders and their concerns and complaints, then follow up and fix
something if it needs to be fixed. That may seem very basic and simple, but it’s a lot harder to do than it sounds.” Paratransit staff holds quarterly public hearings to discuss the Americans with Disability Act and monthly meetings with its Linita Shannon Paratransit Accessibility and Advisory Group (PAAG), in addition to listening one-on-one with customers. But their communications efforts don’t stop there, Shannon says. Paratransit has forged an excellent partnership with Voelia Transportation, the contractor that provides operators and mechanics for DART’s service. “We’re all on the same page, and we have weekly meetings with the drivers,” she notes. Shannon also works very hard to provide the schedulers with helpful feedback and recognition. Paratransit Planning and Scheduling’s efforts have clearly paid off. It has won first place four times and second place three times out of the nine fiscal quarters it has participated in the Division Level Measurement Program. Shannon points out a simple – but challenging – test of integrity and honesty. “Anyone could become disabled, including DART employees. So we need to treat customers with disabilities as we would like to be treated ourselves.”
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Golden Star Awards
DARTING Around
For Distinguished Service To DART
Department/Division News
The Golden Star Award is one of the agency’s highest commendations. President/Executive Director Gary Thomas presents the award, based on management recommendations.
Editor’s Note: In the December ELT/Briefings Survey, respondents asked for department/division news. Here are a few short summaries of what is happening around the agency in the different departments. Don’t see yours? Volunteer to be a reporter to provide the information to Connections. Contact Millie Tweddell mtweddel@dart.org
Nothing Less Than Perfect Division Bus Operator David Garcia provides “world-class customer service,” according to Bus Operations AVP Tim Newby. Garcia, who has no customer complaints and numerous commendations, has won riders’ praise for a variety of customer-related skills, such as remembering people’s bus stops and assuring that riders can make their connections from the Trinity Railway Express (TRE) to his bus. A David Garcia customer with disabilities noted that he is particularly patient with passengers who are elderly or disabled and may need a little extra time to board. Before the service change last September 14, 28 customers even signed a petition asking for him to continue operating their route. However, Garcia opted for another route as a change of pace. Now he’s earning bravos from his new customers and another tip of the hat from Newby. “David is a great ambassador for DART,” Newby says.
Part-Time Work Assignments Pay Off Big Time Some DART employees literally sell used cars and buses, office equipment and all kinds of other surplus inventory and equipment at auction. -10-
“We’ve sold almost everything at one time or another, including a kitchen sink,” says Don Walker, recovery administrator, Materials Planning & Administration. From 2004 through 2008, DART teammates in various departments sold more than $3,028,672 worth of surplus. Their most recent online auction of non-revenue vehicles in 2009 netted $197,694. The auction teammates include Mark Bowles (senior manager, Fleet Services) and Hai Tran (supervisor III, Bus Services), Katy Galindo (senior manager, General Accounting), Tadele Gelassie (manager, Financial Reporting), Maria Maldonado (business assistant, Finance), and Ray Palmer (accounting supervisor, Finance), Don Walker (recovery administrator, Materials Management), Charles Johnson and Stanley Ashley (both warehouse supervisor I, Materials Receiving), Byron Collins (material management technician, Materials Receiving) and Michael Williams (inventory control assistant, Materials Planning & Administration) and Vonda Thomas (contracts specialist, Procurement).
Excelling Under Pressure
Ofelia (Ofie) Garcia-Benavides, contracts specialist, Procurement, is a dedicated professional who always can be counted on to deliver, a proven multi-tasker and problem-solver, according to John Adler, vice president, Procurement. “Her projects are always completed on time and with quality throughout the entire procurement and contract administration
Ofelia Garcia-Benavides
process. She is respected by her peers, management and her customers alike,” he adds. “Ofie is truly dedicated to excellence and personifies the DART spirit.”
Toiling Behind The Scenes And In The Spotlight Thanks to their tireless efforts for more than two years, a core committee of DART employees not only were successful in bringing the Conference of Minority Transportation Officials (COMTO) 38th National Meeting and Training Conference to Dallas, but also played a key role in helping stage the event and making it a high-profile success, according to Cleo Grounds, assistant vice president, Real Estate. “Many DART employees supported and volunteered to serve at the conference,” Grounds noted. “However, this committee – Anasa Davis (administrative coordinator, Project Management) Renee Edwards (technical services administrator, Project Management), Cathy Hamilton (senior manager, Procurement), Jennifer Jones (project manager II, Service Planning) and Carolyn Weatherall (contracts specialist, Procurement) – deserve to be recognized, in particular, for their tireless efforts.”
Board Nearing Decision on Second Rail Alignment Downtown PLANNING
one this spring, perhaps by March, according to Project Manager I Ernie Martinez who coordinates the D2 study for Project Management.
The Board also has other data to help it make an informed decision. “We’ve held more than 70 briefings and Transit conducted Downtown Dallas Study38 public meetings Dallas CBD Alternatives Analysis/Draft and project updates,” says Community Environmental Impact Statement (AA/DEIS) ® Affairs Representative Carlos Huerta. “We record the speakers’ input and When a transit agency takes on one tally the results on their preferred of the largest light rail expansion alignments for the board to review.” programs in North America it can expect a few challenges along the All four rail alignment options follow way! Since the DART Rail System is the same route from Victory Station set to double by the end of 2013, to a new underground station, Metro one of its key challenges is managing Center, near the West End Station and the additional rail traffic in the Dallas West Transfer Center, and they all Central Business District. converge at a common point just south of the Deep Ellum Station on In short, DART needs a second the Green Line. alignment through downtown Dallas. Scheduled to open in December 2016, However, the options have major the second line will have a ripple differences. For example, the B4 effect on traffic patterns for our buses, Lamar – Young option is the most Dallas’ proposed streetcar starter cost-effective because it surfaces at system, as well as pedestrians. grade level on Young Street for much of the route. On the other hand, the Our staff has prepared us for these B4-b Lamar – Convention Center challenges by completing the option, which includes a station under Downtown Dallas Transit Study, the Dallas City Hall and a station at a comprehensive analysis with the future Convention Center Hotel, is 20 proposed second alignment the most expensive because it has the options – including street-grade longest tunnel section. and tunnel options – and a draft environmental impact study. Planning has factored in how the alignments would connect with Our Board now has narrowed the bus corridors and has conducted a second alignment options down preliminary study on how the city’s to four alternatives and will select proposed starter streetcar system
would connect with DART bus and rail service. The complete D2 Study is available for review at our DART.org website.
OpenSky Radio Technology Now on the Horizon MAINTENANCE
“The new radio communications system we are getting will make our current one look like tin cans tied to a string,” says Maintenance Vice President Mike Hubbell. “I hear about the ‘dead spots’ where there’s no radio reception and other problems with the system whenever I talk to employees,” President/ Executive Director Gary Thomas says. “I know it’s a major concern for everyone who needs to use it, and it is for the Executive Leadership Team, as well.” DART has done a lot of preliminary work such as getting input from a steering committee with members from every radio-user group, notes Dennis Story, Communications and System Controls senior manager. “It also took some time to plan the system, analyze our requirements, complete the design and engineering and procure the contract,” Story says. “But we needed to get all these phases right because we will be using the new system for a long time.”
continued
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DARTing Around continued from p. 11
The $39.9 million contract was awarded to Harris Corporation, RF Communications Division, the prime contractor, for its “OpenSky” radio technology. The new radio communications program already has made visible progress. For example, DART received almost $301,000 in American Recovery and Reinvestment Act (ARRA) stimulus funds and purchased 160 new radios. “We distributed them to our police officers in December so they could get accustomed to them and provide initial feedback,” Story says. Last month, DART began construction on four antennae tower sites. We also started radio installation in DART nonrevenue vehicles and light rail vehicles. When that is completed, the project team will focus on installing Computer Aided Dispatch/Automatic Vehicle Locators (CAD/AVLs) and mobile data units in the bus fleet. In terms of safety and security, this will substantially improve emergency call functions for the operators, Story says. The replacement radio system is scheduled to become operational in December 2011. It will significantly improve coverage throughout the service area and increase the number of talk paths or simultaneous conversations from 17 to 44 – an almost 3-fold increase, Hubbell notes. “Our radio system will be able grow as we continue our transit system expansion,” Hubbell points out. For example, the new system will accommodate more than 3,000 radio users and can expand to serve 6,000. It will operate more efficiently on our two existing 900 and 800 megahertz -12-
frequencies and can expand to other frequencies when available.
and an operator protective shield.
“The new radio communications system will be well worth all the money, time and effort we put into it,” Hubbell says. Just as importantly, DART now has included funding for radio system replacements and upgrades in its 20-year Business Plan. “This helps ensure that this radio system will stay up to date.”
Procurement plans to issue a competitively negotiated procurement in spring 2010 and bring the team’s contractor recommendations to the Board in fall 2010, according to Belmarez. “As of now, we project that the board will authorize awarding the bus fleet contract in early Fiscal Year 2011,” Salinas says.
Honoring its Own BUS OPERATIONS
It’s not enough for employees to have great ideas. They have to act on their ideas and take the initiative to get ideas approved and implemented. Northwest Bus Operator Maurice Jones did just that. He wanted the Transportation Department to form an honor guard to recognize retired and current employees in the department who pass away, and discussed his idea with Bus Operations Assistant Vice President Tim Newby. Newby was open to the idea and arranged for Jones to meet with Transportation Vice President Frank Jennings. “We got Mr. Jennings’s blessing and funding for our uniforms, a DART flag and an American flag,” Jones says. “I think the honor guard is a great idea,” Jennings says. “This is a very meaningful way to acknowledge the loss of our coworkers and friends and to recognize them for their service to DART and the public.” “To my knowledge, DART is the first transit agency in the nation to
The Transportation Honor Guard. From left: Rail Operator Pearl Henry, Bus Dispatcher I Twyla Ellis, Bus Operator Rayford Forbin, Bus Operator Maurice Jones (Commander), Field Supervisor I Daryl Martin (Vice Commander), Field Supervisor I Kenneth Jackson, Bus Operator Michael Meredith, Supervisor I Luis Acevedo (First Officer), Bus Operators Raul Abarca and Patricia Vega. Not shown: Field Operations Assistant Manager Kenneth Hays.
have a Transportation honor guard,” Jones points out. “I researched it and couldn’t find any others.” Since the honor guard debuted at the Efficiency Awards late last June, it has participated in three funeral services to recognize Transportation employees and to support their families in their time of bereavement. It also appeared at the Transportation Management Team Retreat and the Leadership DART class graduation, and it participates at bus and rail operator graduations. “I think the honor guard will become a tradition,” Jones says. “For one thing, the families really seem to appreciate it. We’ve even been invited to their homes for refreshments after the services. It’s also attracted a lot of interest from the operators. Several have asked if they can join. The honor guard meets a real need.”
We anticipate purchasing a fleet of 561 buses, with a mixture of 40- and 30-
foot buses. They will be delivered in six lots – with two lots delivered each year – in 2013, 2014 and 2015, Spencer adds.
2009 – 2010 Leadership DART Class HUMAN RESOURCES
What’s difference between a manager and a leader? Are people born leaders or can they be trained to lead? What are the traits of a good leader? These are some of the topics that members of the second Leadership DART class began exploring last fall in the 18-month professional development program for supervisors and managers. They’ve already conducted their first project: researching, reporting their findings and making recommendations on how DART can address employee satisfaction concerns. Other highlights of the program include assessing their professional strengths, learning
Going CNG PROCUREMENT AND MAINTENANCE
Last October, the DART Board approved natural gas as DART’s fuel of choice. Now Procurement and Maintenance employees are hard at work procuring our next generation of buses. Procurement Contracts Manager Alma Salinas and Contracts Specialist Eddie Belmarez have teamed up with the Maintenance Department’s Engineering Director Darryl Spencer and other staff in Fleet Engineering, Maintenance Training Manager Jerry Williams and Maintenance Support Manager T.J. Donaghy in an all-out effort to procure the buses. Specifications include pre-wiring for security cameras
Meet the Leadership DART 2009-2010 class. Front row: Contract Analyst Constance Arrington; Project Manager, HRIS Marie Benton, Project Manager, Operation Programs, Jennifer Frost , Sr. Right-of Way Representative Frances Wilson; Senior Accountant Rachel Zecharias ; Manager, Employee Programs Daisy Mara, Manager, ERP Systems Linda Van Tran; and DART Police Sergeant Tori Williams-Stewart. Back row: Manager, HRIS Michael Jones; Senior Technical Support Specialist Richard Holmes; Executive Assistant to the CEO Benita Collins; Chief Appraiser Michael Shaw; Supervisor III, Facilities Jesus Martinez; Senior Manager, Bus Operations; Robert Reeves; and Capital Budget Manager W. Micael Ocbahanes. continued
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Goin’ Green TAKING A SHINE TO SOLAR LIGHTING
DARTing Around continued from p. 13
presentation skills, conducting research, writing professional papers, and interacting with mentors. Please wish them well as they go through the challenging program.
Capturing The Life Of Dart INTERNAL COMMUNICATIONS & IT
BUS OPERATIONS
There are so many things going on at DART that it’s hard to keep track of them. That’s why the Marketing & Communications team, with help from IT, has launched the DART Life Photo Album on DARTnet. This new, custom application provides a place where any employee can share photos from departmental, heritage committee, divisional and other events featuring DART employees. You can even add captions and comments! Employees already have added several photo albums on events such as the Green Line Super Saturday, the Roadeo/Raildeo, the Native American Indian heritage celebration and more! Check it out! How to View or Upload Your Photos
• Go to the DARTnet home page • Scroll down on the Applications column • Go to Marketing & Communications • Click on DART Life (Photo Album)
Please be sure to read all guidelines before using this new application. -14-
Note all albums, photos, captions and comments will be monitored prior to posting to ensure content reflects our values of respect and accountability.
Professionals Achieving Communication Excellence
LIFE PHOTO ALBUM
DART’s bus stops and shelters are getting brighter and greener, thanks to solarpowered lighting. Solar-powered lighting is more than just environmentally friendly. It also addresses two major customer concerns about using public transit says Rob Parks, manager, Passenger Support Facilities. As our customer satisfaction surveys show, riders need to feel safe and secure, and they are very concerned when operators pass them by, instead of stopping. “A well-lit bus stop helps address both issues,” Parks points out.
Improving communications, trust and teamwork is a worthy goal – far easier to say than to achieve. However, Bus Operations management has begun a carefully thought – out initiative, the Professionals Achieving Communication Excellence (PACE) Program, that seems to be accomplishing just that. Key elements of the program include: •
Matching operators with a station supervisor based on their mutual work assignments and communications styles.
•
Training supervisors in proven coaching methods and techniques, including role-playing and scripts, and in interpersonal communication, leadership and problem-solving skills.
•
Developing and reviewing the Operator Scorecard, a tool for station supervisors and operators to review operators’ performance, highlight their accomplishments and identify areas for potential improvement.
•
Providing the station supervisors with a resource guide that will help them respond to operators’ questions and other inquiries about benefits, Transportation processes and procedures and other
Caption: Transportation Supervisor I Marilyn Turner and East Dallas Operator David Garcia role-play a PACE conference.
information to which operators don’t always have ready access. “PACE builds a bridge between operators and their frontline supervisors in the station office, on a one-to-one, face-to-face basis,” says South Oak Cliff Transportation Senior Manager Robert Reeves. “Plus, employees in both groups have all kinds of talents and interests we’d like to tap into. PACE provides the structure for us to accomplish both of these things.” “PACE is great,” says Transportation Supervisor I Marilyn Turner. “The operators I work with are very pleased with the operator scorecards in particular. They have responded well because it points out all the good things they do as well as the areas that they need to improve on. Several of the operators have commented that they like the interaction with their supervisor, and I like it because it gives me the opportunity to get to know them better.”
Plus, solar-powered lighting is more costefficient than electrical lighting. It’s easier to install, and solar panels or lights can be moved when bus stops and shelters get relocated, notes Parks. Electrical lighting involves more far more construction costs and generates monthly utility bills.
says Gary Copeland, Planner III, Service Planning. “Bus operators also have told us they like the i-STOPs because they can see the flashing beacon at night from a distance, which helps them avoid an accidental pass-by,” he says. DART’s new solar-powered bus shelters also have earned positive feedback from customers, according to Ruth Cooper, Planner II, Service Planning. “We have begun replacing our older brown shelters with solar-powered shelters and started retrofitting solar panels on all the existing blue shelters that are still in good condition,” she says. Most new shelters in the future will be solar-powered. “Solar technology is getting better and cheaper all the time,” Parks says. “Ultimately, it has the power to make a major improvement in how our bus passengers experience transit.”
Over the next four years, DART will spend $8.5 million — funded 80% by a federal grant and 20% with local funds — on a passenger support program that includes installing at least 175 solar-powered bus shelters every year. DART customers and Service Planning employees are already beaming about a pilot project using 78 solar-charged lights, called i-Stops. The lights illuminate bus stops and feature a flashing beacon that customers can use to alert bus drivers that they are waiting at the stop. “Bus riders have called the Customer Information Center and asked for the ‘lighted bus stops’ or the ‘pole with a light on it’ at their bus stop location,” From left: Planning employees Ruth Cooper, Al Mejorado, Lakeitha Moore, Gary Copeland and Rob Parks.
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Milestones EMPLOYMENT RECOGNITION
Anniversaries: July – October 2009 (Based on adjusted date of hire)
Faraz Wood
Rail Operations Training & Development Manager
40 Years Eleazar Garcia Bus Operator
35 Years Alfred Delozia
Bus Services Supervisor III
Johnny Haggerty Bus Operator
Tony Hall
Bus Operator
Jesus Soto
Bus Operator
25 Years Donald Barber
Senior Technical Support Specialist
Donald Bellard Bus Operator
Eddie Brown Jr. Bus Operator
Marvin Brown Servicer
Frederick Bullock Bus Operator
Maurice Burton Body Mechanic
John Cadwallader Bus Operator
Dominic Ekpo
Paratransit Control Center Manager
David Gant
Bus Operator
Juan Gonzalez
Fleet Services Manager
15 Years Kenneth Hays
Bus Field Operations Assistant Manager
Curtis Hill
Bus Operator
Benny Johnson Bus Operator
Tommy Johnson Bus Operator
Benny Jones Jr. Bus Operator
Kenneth Kirk Bus Operator
Ronald Stein
Central Support Mechanic
Sylvester Walker
Central Support Mechanic
Donald Washington Bus Operator
Freddie Wilkerson Bus Operator
Fredia Willis
Bus Operator
20 Years Marcos Abrego
Ricki Herod
Bus Operator
Donnie Horton Body Mechanic
Leron Jackson Bus Operator
Anh Le
Rail Central Support Mechanic
Tony Majors
Material Management Technician
Oscar Oliveria Jr. Bus Operator
Bus Operator
Timothy Lott
Bus Field Operations Assistant Manager
Prentiss Minor
Central Support Mechanic
Ronald Nelson Bus Operator
Sergio NuĂąez
Bus Mechanic
Roger Phillips
Warehouse Supervisor II
Alonzo Pipkins Bus Operator
Delfino Quintanilla Bus Operator
Robert Reeves
Bus Operations Senior Manager
Danny Robinson Bus Operator
Daniel Savage Bus Operator
Kenneth Shaw
Mike Sierra Thomas Allman
Bus Operator
Bus Mechanic
Van Simmons Julian Arce
Rail Operations Station Office/ Yard Supervisor I
Levil Calico Jr. Bus Mechanic
Darwin Collins
Web Applications Manager
David Davis
Bus Operator
Doug Douglas Jr. Paratransit VP
Gilbert Flores Bus Operator
Wadell Gray
Bus Dispatcher I
Amos Hargrove
MPD Technician
Janyce Henderson Bus Operator
Bus Mechanic
Mickey Smith
Bus Operator/Instructor
Roman Taylor GIS Analyst
Girma Teferra
Transportation Field Supervisor I
Gary Timmins
Brenda Adams Bus Operator
David Adams
Bus Operator
Letha Adams
Bus Operator
Herbert Wilson Bus Operator
Arturo Rodriguez
Jason Edds
Sharon Hamilton
Arthur Ruiz
Tony Fard
Sonja Sackor
Xavier Flores
Eligibility & Training Specialist
Rail Operator/Instructor
Sherlyn Samuel-Mbakwe
Mark Gillett
Bus Operator
Safety Specialist
Mario Saucedo
Gerald Goolsby
Field Inspector III
Bus Mechanic
Reza Shirmanesh
Nate Hallett
Civil Project Manager III
Treasurer
David Springer
Sharon Hines
Passenger Amenities Manager
EDGR Project Manager
Rafael Telles
Renita Johnson
Transit Center Supervisor I
Bus Operator
Sheila Turner
Duke Jones
Bus Operator/Instructor
Bus Operator
Vincent Williams
Lola Jones
DART Police Sergeant
Bus Operator
Frances Wilson
Rozell Jones Jr.
Senior ROW Representative
Bus Operator
10 Years
Curtis Jordan
Rail Operations Controller
Assistant to the Transportation VP
Shannon Hergenrader
Assistant to Commuter Rail VP
Michael Hubbell
George Barnes
Craig Jackson
Bus Operator
Bus Field Operations Assistant Manager
Ruben Barrientos Sr. Facility Mechanic
Elva Bennett
Service Assessment Operations Assistant Manager
Ruby Burney
Bus Operator
Billy Carroll
Bus Operator
Michael Carter
Buildings & Grounds Supervisor II
Travis Crain
Rosemary Davila
Eddie Williams
Bridget Green-Brooks
Juan Alvarado
Hai Tran
Servicer
Joe E. Dixon
Josie Hernandez
Transportation Field Supervisor I
Tommy Washington Jr.
Rebecca Rendon
DART Police Lieutenant
Transportation Field Supervisor I
Maintenance Specialist III
Bus Services Supervisor III
Jim Foster
Human Resources Representative
Revenue Control Analyst
Maintenance VP
Bus Operator
Glenn Jaspers
Marketing Analyst
Mittie Linnear
Station Monitor
Roger McGlothon Bus Operator
Jeffrey McLeod Bus Operator
James Medlock Bus Operator
Lolita Moore
Bus Operator
Jesse Montoya
Station Monitor
William Phillips
Traction Power Maintainer
Sherri Plunk Jose Dominguez
HVAC Technician
Warehouse Supervisor I
Afolabi Ademuyewo Bus Operator
Kanzetta Barnes
Paratransit Planning & Scheduling Representative
Bus Services Supervisor II
Procurement I/S Analyst
Senior Market Research Analyst
Rail Operator
Jay Kline
Program Planning Director
Ronald Lesko LRV Mechanic
Matthew Belcher
Gustavo Lopez
Norman Briscoe
Tasha Lowery
Bus Operator
Bus Operator
DART Police Sergeant
Bus Operator
Jesus Ramirez Jerry Earwood
Logistics Planner
Buildings & Grounds Supervisor II
Raymond Enriquez
Mary Ramirez
Bus Operator
Transit Center Supervisor I
Rail Operator
David Brown
Track Maintainer DART Police Administrative Coordinator
Assistant to the Procurement AVP
Brenda McCary Bus Operator
Rhonda Cuevas
Paratransit Dispatch Supervisor
Bus Operator
continued
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Division Level Measurement
Milestones continued from p. 17
Willie Webb
Keenan Gaines
Lebern Lacey
Linda Roxbury
Joe Morris
Regina Williams
Qutina Gaines
Aundria Levine
Robert Scherer
Julie Nelson
Rickey Wilson
Diego Garcia
Brandon Lewis
Ronald Schultz
Willis Young
Danna Goodwin
Tovera Little
Bus Operator
DART Police Officer
Passenger Amenities Maintenance Coordinator
Roderick Nichols Bus Operator
Kerry Owens
Bus Operator
Pergena Pearson
Paratransit Planning & Scheduling Representative
A.D. Phillips Jr. Bus Operator
Timothy Pitts Bus Operator
Michael Quarles Rail Operator
Cynthia Quinn
Assistant to Maintenance Senior Manager
Shawnn Shelton Rail Operator
Mark Snider
Lead Bus Mechanic
Darren Stanley Bus Operator
Joseph Stinson
DART Police Officer
James Suttles
DART Police Officer
Vinh Tang
Web Developer II
Richard Tear
DART Police Sergeant
Tzegai Tecleab Servicer
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Bus Operator
Bus Mechanic
Bus Operator
5 Years Andrew Albright Bus Mechanic
Cecil Anderson
Facility Mechanic
James Atchley
Track & ROW Supervisor I
Bus Operator
Bus Operator
Bus Mechanic
Bus Operator
Craig Greenwalt
Lead Rail Electronic Services Technician
Michael Hamilton Bus Operator
Tiffany Harper
Customer Information Representative
Fare Enforcement Officer
Internal Auditor III
DART Police Officer
Celia Mejia
Wanda Simms
Customer Information Representative
Frederic Milliken Station Monitor
Lester Minor Servicer
DART Police Officer
Customer Information Representative
DART Police Telecommunications Officer
Allan Cantor
Ricky Harris
Teresa Myers
Selena Carlton
Station Monitor
Kynnen Conner Bus Operator
Andria Defulio
Customer Information Shift Supervisor
Jessica De Los Santos
Fare Enforcement Officer
Albert Dirla Jr. Bus Operator
Monica Ellington
Bus Operations Analyst
Leo Flores
Lead Bus Mechanic
Jerry Franklin
Economic Opportunity & Governmental Affairs VP
Rail Operations Field Supervisor I
Bus Operator
Thomas Neville Bus Mechanic
Railroad Management Senior Manager
Cipriano Hernandez
Virginia Paluscio
VBS Technician
Lead Bus Mechanic
Laquita Hubbard-Washington
Michael Peterson
DART Police Records Assistant
Rail Operator
Corey Hurd
Ana Pimentel
Bus Operator
Guest Relations Agent
Danielle Jernigan
Bashiru Prempeh
Shawn Henderson
Assistant to Transit Operations Senior Manager
Bus Operator
April Ramey Johnny Johnson
Material Management Technician
Lamound Scott
Dawnyel Harris
Customer Information Representative
Training Supervisor I
Customer Information Representative
Stephanie Montgomery
Stephanie Branch
Administrative Coordinator
Station Monitor
The following workgroups won the quarterly Division Level Measurement Award for achieving the highest percentage of their performance targets:
Bus Operator
Customer Response Representative
Jennifer Smith
DART Police Officer
John Smith Servicer
Gary Stoner
Communications Technician
Paratransit Planning & Scheduling has won first place for the fourth consecutive time – the best record in the history of the Division Level Measurement program! It beat out the Customer Information Center, the second-place winner in the Customer Service peer group, by about 2%.
Ronald Thomas Bus Operator
Stella Thomas Bus Operator
Sandra Tinsley
Customer Information Representative
Jose Velasquez Bus Operator
Haji Warfa
Internal Auditor III
Jesse Wyatt
In the very competitive Operations Support peer group, HOV Operations won first place for the first time, with less than a 3% margin separating it from both the runner-ups, Materials Management, and the Non-Revenue Shop.
Bus Operator
Andrey Zaytsev
Printer Technician
Lead Fare Inspector
Andre Riddick Warren Jones
Bus Mechanic
Station Monitor
David Rooks James Key
Procurement Senior Manager
Bus Operator South Oak Cliff won in the Large Operating Division peer group, achieving 93.5% of its performance targets, including a perfect 100% in four categories. But once again, it was a very tight competition, with less than 1.5% separating it from second-place Northwest Division.
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