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File #: 2022-0181   
Type: Informational Report Status: Filed
File created: 3/21/2022 In control: Operations, Safety, and Customer Experience Committee
On agenda: 5/19/2022 Final action: 5/19/2022
Title: RECEIVE AND FILE report on 2022 Bus Operator Survey preliminary data analysis.
Sponsors: Operations, Safety, and Customer Experience Commit
Indexes: Eric Garcetti, Hilda Solis, Informational Report, Jobs, Labor, Metro Divisions, Mike Bonin, Motion / Motion Response, Safety, Surveys, Workplaces
Attachments: 1. Attachment A - Motion 43 - Operations Transparency and Safeguarding Motion, 2. Attachment B - Operator Retention Survey - Link and Questions, 3. Attachment C - Job Satisfaction Survey Results Q8-Q11, 4. Attachment D - Concerns Pain Points Survey Results Q4-Q7, 5. Attachment E - Workplace Culture and Environment Survey Results Q12-Q17, 6. Presentation
Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
MAY 19, 2022

Subject
SUBJECT: 2022 BUS OPERATOR SURVEY UPDATE

Action
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE report on 2022 Bus Operator Survey preliminary data analysis.

Issue
ISSUE

At the January 27, 2022, regular board meeting, Directors Mitchell, Solis, Bonin and Garcetti introduced Motion 43 entitled Operations Transparency and Safeguarding (Attachment A). One of the critical components of this motion was for Metro to research and report back on areas to improve operator retention and Division shortages. Since then, Metro has created a bus operator hiring and retention task force to review, create and accelerate opportunities to improve operator hiring and retention, and to better understand the challenges our operators experience when performing their work duties. A bus operator survey was initiated to garner direct feedback on areas of job satisfaction, concerns and pain points, workplace culture and environment. This report summarizes the results and findings from the 2022 bus operator survey.

Background
BACKGROUND

Through the COVID-19 pandemic, the bus network has had to adjust to changes in ridership, revenues and operator availability. Figure 1 shows how service levels have changed between 2020 and 2022.









Figure 1: Metro Bus Service Levels (Dec 2018 - Feb 2022)



Despite the 30% reduction in bus service at the beginning of the pandemic in April 2020, all staff were retained. Since more operators were available compared to the amount of service provided, operator hiring was temporarily halted. However, regular attrition rates, coupled with increased short term leaves due to COVID, resulted in a decreasing number of operators as Metro was increasing service levels between June 2020 and 2021. While operator recruitment resumed in March 2021, the number of new operators hired was being outpaced by the number of operators separa...

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