Based on your recommendations, we’ve developed a menu of intensive training sessions on the industry’s most pivotal topics. These sessions do not come with the standard EXPO 24 registration. Add one (or more!) to your EXPO registration to take full advantage of EXPO 24’s training opportunities.
One-Day Classes, Monday, June 10

Leading with Emotional Intelligence: Changing Leadership in a Changing World

Time: 10:00 a.m. - 5:00 p.m.
Instructor: Dan Mulraney
It has been said that: “High IQ will get you through school but high EQ will get you through life”. Today’s leaders understand the need for emotional intelligence. Strength, determination and intelligence alone are no longer sufficient in the modern world. Leaders with high emotional intelligence (EQ) have been shown to excel and achieve more than those with high IQ alone. In fact, in comparing individuals with similar technical skills and knowledge, EQ is what sets high performers apart. This session will discuss the traits and characteristics of emotionally intelligent people and the difference between high IQ and high EQ. We will also discuss how learning and using all aspects of emotional intelligence can make you a better leader and improve relationships, thus creating a more powerful and positive work environment for you and your team.

Succession Planning: Preparing for Future Success

Time: 10:00 a.m. - 5:00 p.m.
Instructor: Caryn Souza
Your agency’s success depends on its ability to identify, retain and prepare future leaders. Preparations must go beyond simply staffing positions that become vacant. Effective succession planning is a process of identifying, assessing, developing talent and knowledge transfer that ensure continuity throughout your agency at both the senior leadership level and throughout your agency. This interactive session will have you come away with the assessment tools, templates and an action plan needed to strengthen and support the overall capacity of your organization.

One-Day Class, Tuesday, June 11

Customer Driven Service

Time: 9:00 a.m. - 12:30 p.m. (half day)
Instructor: Dan Mulraney
All customers want to feel welcomed, valued and appreciated, and this holds true for the people who ride your vehicles, call to schedule rides, or simply ask for information. Providing excellent customer service involves both the skills and attitude of the individual providing the service as well as the organizational culture the person works in. Each workshop will identify what good customer service is, discuss steps on how to involve all staff, and learn ways to handle difficult customers. This interactive session will include materials from National RTAP as well as new materials developed to help transit personnel understand why a ride matters, how a ride contributes to the quality of life for so many and tips to assist front-line employees to have more self-control when performing both a difficult and potentially dangerous job. The workshop addresses the rebuilding of lost ridership due to the ongoing Covid pandemic one passenger at a time as well as how kindness is a strength and the best choice for de-escalation when faced with a difficult passenger.

Understanding Performance Measures

Time: 9:00 a.m. - 5 p.m.
Instructor: Christy Campoll, RLS & Associates
Measuring and evaluating performance is critical to a transit system’s “health” but financially and operationally. In addition to providing a tool to identify performance problems and service implications, it allows a system to evaluate its progress towards established goals and objectives and serves as a basis for decision making. A number of courses touch on performance measures, but this course focuses solely on this topic and can be customized to meet your system’s specific needs, from a one- to two-hour general overview to a one-half to full day session that includes hands-on exercises for establishing performance measures.

Two-Day Class, Tuesday, June 10 and June 11

Passenger Assistance Safety and Sensitivity (PASS) Train-the-Trainer

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructors: Mike Watts and Russ Parrish
The (PASS) Train-the-Trainer Certification Program ensures that community transportation drivers have current expertise in passenger assistance techniques and sensitivity skills appropriate for serving persons with disabilities. This program certifies PASS trainers who can then train drivers. Some of the advantages of offering the PASS certification program is the ability to reduce organizational liability; comprehensive, up-to-date training on the assistance drivers should be providing to passengers with special needs; intensive emergency situation training; certification oversight provided by national leaders in the community transportation field; and updates for all participants on relevant regulatory changes. The certification is valid for three years.

Certified Community Transit Supervisor (CCTS)

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: Michael Noel
This certification incorporates a wide variety of skills necessary to successfully manage front-line employees and an online self-paced prerequisite course. The course includes discussion and exercises that includes defining the supervisor’s role, succeeding as a new supervisor, communicating effectively, leading your team, coaching and counseling, conflict management and decision making, and transit supervisor responsibilities. The certification is valid for three years.

Certified Safety and Security Officer (CSSO)

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: Joe Seitz
A commitment to safety has long been a hallmark of community transportation programs. This commitment extends both to the riding public and to the women and men who work in the nation’s community transportation systems. This certification is designed to help personnel build the transportation organization, enhance the professionalism of the internal team, safely serve its customers, fulfill its responsibilities in assisting in community preparedness, identify internal safety and security strengths and weaknesses and reduce system exposure to liability. The certification is valid for three years.

Preparing for the Certified Community Transit Manager (CCTM) and Certified Transit Program Administrator (CTPA) Exam

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: Chris Zeilinger
Prepare for our industry’s professional management exam and gain a fresh overview of all the key ingredients of effective transit management while broadening your knowledge base and building your professional skills. CCTM status marks the highest performance and efficiency attainable in the community transportation industry; it is proof of the ability to manage a comprehensive and dynamic community transportation system. For those state agency personnel who work in our industry, CTPA certification affords states’ highest caliber public servants with recognition for their knowledge and accomplishments in working with public and community transportation grants programs. The CCTM and CTPA applications must be completed and will be reviewed before the course begins and upon successful completion of the exam, the certification is valid for three years.

Professional Dispatching and Scheduling (PDS)

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: Chris Zeilinger
Effective dispatching can make or break a community transportation organization. In its mission to ensure the effectiveness and viability of community transportation organizations, this training is designed for demand response operations. The PDS training program provides skills to increase expertise in developing improved communication and working relationships between the reservations, scheduling and dispatching functions. The workshop covers service to people with disabilities under the Americans with Disabilities Act, customer service skills, best practices of the Reservationist, Scheduler and Dispatcher as they work together to build efficient trips and meet customer needs, and the central role of the Dispatcher in any emergency situation. This certification is valid for three years.

Vehicle Maintenance Management and Compliance

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: Halsey King
For over 25 years, the Vehicle Maintenance Management and Compliance (VMMC) has trained thousands of mechanics at rural, small urban and specialized mobility providers, connecting them with the right resources to keep their buses in service. This program is designed for managers and technicians who operate/maintain rural and complimentary vans, cutaway paratransit and buses (i.e., less than 30-foot length) to improve the maintenance oversight of fleets of smaller transit vehicles while adding a layer of testing, certification and performance quality. Master Trainer, Halsey King, SAE provides unique insight into fleet tire, fuel and parts purchasing, as well as fleet management, labor allocation and warranty recovery. This certification is valid for three years.

Financial Management for Transit Agencies

Time: Monday: 10:00 a.m. - 5:00 p.m; Tuesday: 9:00 a.m. - 4:00 p.m.
Instructor: A.T. Stoddard
In today’s financial management you cannot afford to be without top-notch financial management skills. You must know your true costs of providing service and be able to track those costs and manage your cash flow. Learn how to use financial information, operations data, and proven financial strategies to plan, develop, and implement your transit system objectives. Learn what data to collect and monitor to ensure success and to evaluate potential changes in service – whether it is new service, service enhancements, or reductions in service. This session will provide tools that any transit manager or supervisor can use with existing data and financial reports.

The Community Transportation Association of America (CTAA) and its members believe that mobility is a basic human right. From work and education to life-sustaining health care and human services programs to shopping and visiting with family and friends, mobility directly impacts quality of life.