The Operations Division manages public transportation services including fixed route and demand bus service and paratransit services for ADA-eligible riders.  It procures, operates, and maintains vehicles; develops, manages, and maintains facilities; develops, monitors and evaluates contracting opportunities; conducts routes scheduling; and monitors operational performance of all services.

The Operations Division has 4 reporting components that manage specific segments of day-to-day operations:

• Bus Operations Division: serves as CATS' principal fixed-route bus service provider.  Provides service utilizing approximately 250 vehicles and over 500 employees.
• Special Transportion Services: handles all aspects of providing paratransit service throughout Mecklenburg County.  Employs 85 people and runs 77 vehicles.
• Contracted Services Division: includes regional express services, neighborhood and activity center circulators.  Services are contracted out in a turn-key fashion to independent service providers.  The Operations Division manages the contracted services, which include approximately 50 contracted employees and 36 vehicles.
• Security Monitoring: maintains a liaison with the Charlotte Mecklenburg Police Department as well as other security firms at selected transit facilities.  Currently on CMPD officer is assigned full-time to CATS.

Key Ongoing Activities

Policy and Operations Planning

• Service policy monitoring and maintenance.
• Short and long-term service planning and analysis.
• Performance monitoring of service delivery.
• Community relations regarding planning and operations.
• Fleet planning, including specification development and revision.

Administrative

• Budget administration.
• Employee relations and training.
• Service contract administration.

Capital Maintenance

• Install, replace, and maintain bus stops, schedule displays, shelters, and pads.
• Identify, develop, and maintain park & ride lots, transit centers and bus garages.

Safety and Security

• Develop, implement, and monitor safety and security program.
• Monitor safety and security performance measures on contracted services on all services.
• Develop, implement, and monitor rule enforcement on vehicles and at transit facilities.

Special Transportation Services

• Provide paratransit service for ADA-certified customers.
• Handle all day-to-day activities including revenue collection, complaint processing, and budget administration.
• Conduct scheduling, reservations and dispatching services.
• Manage and monitor most cost-effective and reliable vehicle maintenance program.
• Employee relations, training and recruiting.
• Investigate accidents/incidents.

Bus Operations Division

• Provide regular route bus transit services.
• Handle day-to-day activities including revenue collections, complaint processing, and budget administration.
• Conduct scheduling, reservations, and dispatching functions.
• Service and maintain bus fleet and facilities.
• Handle all employee relations including recruiting, training and payroll administration.
• Investigate accidents/incidents.
• Union relations and contract administration.
• Administration of drug and alcohol policy.

Contracted Services

• Provide neighborhood circulator, activity center, and regional express services.
• Employee relations, training and recruiting.
• Administration of drug and alcohol policy.