Manage day to day of all medical parking garages and surface lots, including traffic control and enforcement; manage and monitor parking systems on a daily basis, maintenance of equipment and inventory, and event parking programs; plan, train, and direct the activities of contractors; and perform basic maintenance troubleshooting and service scheduling for equipment and Duke vehicles. This position does require some weekend/night hours.
Create and promote "Teamwork, Safety First, and Service Excellence" initiatives to improve the patient, visitor, employee, and student experience. Utilize systems designed to document and track resolution of all customer complaints and maintenance service calls received via phone, voicemail, and TranPark customer service emails. Gather, review and verify the timely and accurate completion of daily reports as they relate to parking operations. Ensure the safety and security of medical parking facilities for guests and employees by routinely reviewing maintenance checklists. Routinely conduct audits to evaluate services, and prepare reports and analysis of findings related to process flow, timeliness, and quality of service.
Ensure that all medical facilities within purview of responsibility operate in accordance with department policy including revenue control, equipment maintenance, proper and accurate signage, and flow of parking operations; develop and implement policies and standard protocols for the issuance of parking citations, parking appeals, and parking facility operations and maintenance.
Oversee management of the enforcement team in the medical campus and adjudications officer; monitor execution and progress of the programs and activities.
Oversee management of maintenance personnel to ensure that operational challenges and service call volumes are met with high efficiency timeliness; develop and execute a preventative maintenance program to manage parking facility (garages and surface lots) repairs; and conduct regular field audits to evaluate functionality, through testing, of parking equipment. Monitor inventory control of assets/supplies.
Oversee management of special events and enforcement personnel to include coordination and scheduling of parking needs for special events on the medical campus as well as construction and other causes for displacement of parking; implementation of controls to minimize the occurrence of parking in unauthorized locations; provision of vehicular and pedestrian traffic control during special events and in high traffic areas on campus during peak hours; the coordination, installation, and maintenance of traffic, directional, and informational signs on campus grounds; and ensuring the proper marking of assigned lots and streets.
In collaboration with the Director for Parking & Transportation Services and other management, plan, conduct, and evaluate audits on parking counts, utilization, transaction and revenue data through regular field audits of parking facilities and parking revenue collection. Establish and maintain standards for all services with benchmarking against peer institutions. Prepare reports and analysis of findings and revenue projections based on collected count, utilization, transaction and revenue data.
Work closely with business manager and other management to determine fiscal requirements, make projections, and develop annual operating and capital budgets that will also serve to support formation of the appropriate fee structures required to sustain the integrity of parking operations and build reserves for future campus parking requirements.
Participate in departmental strategic planning and development, work to establish effective short and long-range goals for parking operations, and devise methods to improve the overall effectiveness of parking services and programs.
Act as a liaison for Parking Services with the medical administration team, transportation, DPD, DUPD, DFD, school of nursing, Duke Athletics, Duke vendors, and the City of Durham. Represent the university, as directed, on high- level internal and external working groups on the medical side and work to develop positive relationships within those departments. Maintain close relationships with city parking and transportation providers to ensure coordination of efforts and identify opportunities for shared services.
Participate in relevant professional associations on the medical side to remain current on industry knowledge and skills; identify and implement best practices, as appropriate, to facilitate process and service improvements; and use data and metrics to measure and define levels of success.
Manage the PTS medical operations Team (contract garage staff, maintenance, special events, enforcement, and adjudications) to include hiring, coordination of daily operations, directing projects and work assignments, conducting performance appraisals, issuing disciplinary actions, resolving conflicts, approving leave requests, editing timecards, and ensuring the provision of appropriate professional development and training.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. This position does involve oversight of a leading medical center parking