"I'm Carlos. And I Ride It."

For 40 years we've been privileged to provide safe, reliable, and friendly service to Snohomish County. From our early years as a small bus company, we've grown to provide nearly 10 million passenger boardings each year across one of the fastest growing counties in the state. This milestone birthday is a perfect opportunity to give thanks to the people that make it possible to serve our community... our riders. People like Carlos, who rely on us each day to bring them home.

Having grown up in rural, central Washington, Carlos was new to transit when he moved to Lynnwood nearly a year ago. The daunting commute to downtown Seattle convinced him to give transit a try. "I hate to drive. Taking the bus is so much easier and convenient, and I don't have to worry about finding and paying for parking. I just walk a block to the corner to catch the 115 or 116 to the Ash Way Park & Ride where I transfer to the 415 express bus to downtown."

For Carlos, taking transit is about more than convenience. It's also a rare opportunity for a little 'me' time. "It's really pleasant to download a show and watch a little TV on the ride downtown. Even though it takes longer to get to work, I put on headphones and can just zone out for a little while. It's like meditation time and I really enjoy that."

Taking the bus also provides a change of scene, even when you take the same bus route each day, "You tend to see more around you on the bus, too. When you're driving you're paying attention just to the drivers around you. All of your focus is on being a defensive driver. But when you take the bus, you can look out the window and discover all sorts of shops and restaurants you just don't catch when you're driving."

Carlos doesn't just rely on Community Transit to get him to and from work. Being a one-car family means Carlos and his four young children regularly rely on transit to get groceries, go to the bank, run errands, and have fun. "It's not hard at all to navigate transit with kids. We go to the grocery store all the time and can manage three bags of groceries with the stroller. We also like to take the 115 or 116 to Alderwood Mall to run around. There are a couple of drivers that are really friendly and say hi to the kids and ask what we're up to that day."

Thank you, Carlos, for the responsibility you have entrusted in us to serve you, your family, and our community. We look forward to bringing you home for many more years to come.

"I'm Oxy Gene. And I Am the Defender of Truth, Justice and Really Clean Air."

The year was 1999 and Community Transit needed a hero. Not just any hero. A clean air-avenging superhero who would inspire the citizens of Snohomish County to fight pollution, one bus at a time. In flew Oxy Gene to the rescue, with a big purple cape and an even bigger smile.

Oxy Gene made his debut at the grand opening of the Ash Way Park & Ride. A bus wrapped with Oxy Gene's image on the side was covered with a tarp for a dramatic unveiling to various dignitaries. And what an impression he made! Oxy's first superhero costume didn't have the recognizable physique we've come to expect (those strapping muscles were modeled after Arnold Schwarzenegger and came a few years later), but the energy and enthusiasm behind his "Hello, good people!" greeting was there from the start. "I got the inspiration for my signature greeting from the 1975 Robert Redford movie, The Great Waldo Pepper, where Redford pulls up in an airplane, raises his goggles and says that line. It was perfectly delivered. I wanted to bring that fun, theatrical persona to my work as Oxy Gene."

Oxy Gene replaced Community Transit's "Rabbit" rapid transit mascot from the mid-1980s through the late 1990s. We realized we needed more than just a mascot to address the serious problem of pollution. We needed a superhero. "Oxy Gene is rare because I'm one of the only mascots that talks. I get to spread the word to kids of all ages on how taking transit really makes a difference in keeping our air clean. This works especially well at parades because we bring a bus with us. In the staging area, people can see the bus up close and ask questions. If the character didn't speak, the experience wouldn't be nearly as fun for them."

Did you know originally Oxy Gene was going to have an alter-ego? When we were brainstorming names for a new mascot, the name Oxy Gene was a play on the words oxygen and clean air. Originally Oxy Gene was going to have an alter-ego called Gene Green. Kind of like a mild-mannered Clark Kent type before he turns into Superman. Luckily it was decided the Oxy Gene name should stand alone. Because really, in the end it's all about that cape, those muscles, and pulverizing pollution with humor and heart.

Look for Oxy Gene spreading his mission to defend truth, justice and really clean air at parades and festivals throughout Snohomish County. And the next time you take a bus, you can feel good about being a clean air-avenger, like Oxy Gene. As he says, "There is only one thing that all of us share... it nourishes, it refreshes, please love it... IT'S AIR!"

Community Transit Celebrates 40 Years of Service

Last week marked Community Transit's 40th anniversary, and what a week of connection, community, and celebration it was!

Customer Appreciation Day: On Tuesday, October 4th, we celebrated the agency's 40th anniversary by honoring the people that make it possible to serve our community, our riders. Over 70 employees greeted early morning commuters at 20 different locations throughout Snohomish County with commemorative candy bars as a special thank you to our riders.

 
Community Transit Celebrates 40 Years of Service from Community Transit on Vimeo.

Employee Appreciation Day: On Wednesday, October 5th, Community Transit executives and managers thanked employees throughout the workday and coffee carts with treats were provided for employees to gather and share their excitement for the big week. Shifts at the agency start at 4 a.m. and run through 1 a.m. "We have the hardest working employees in the business," says Community Transit's CEO, Emmett Heath. "From our drivers and mechanics to our supervisors, planners and payroll staff, they are the key to the great service we bring our customers every day."

Board Meeting with Guest of Honor, Governor Jay Inslee: On Thursday, October 6th, following a regular board of directors meeting, Governor Jay Inslee was our guest of honor at a 40th anniversary reception. Past and present board members were joined by local community leaders and Community Transit employees. The agency presented Inslee with a plaque commemorating his contributions to the agency's success as a congressman and governor. In addition, former State Senator Gary Nelson recalled the early days of the agency. Nelson wrote the legislation creating Community Transit and all state Public Transportation Benefit Areas (PTBAs), and also served as a Community Transit board member from 1995-2007. The agency’s first Executive Director, Vic Sood, was also on hand, as was 20-year CEO Joyce Eleanor.

Governor Inslee spoke of being a Community Transit advocate in his moving tribute, "It is easy to advocate for this organization that's kind of the Boeing and Microsoft of the transit world because it's as innovative in its space, its sector, as Boeing and Microsoft are in theirs. The double-decker buses, the new lines, the kind of customer satisfaction that you have achieved, it's remarkable. It's homegrown innovation. We're the most innovative state in the country and that's been shown right here with what you've been able to do with Community Transit. It has been a joy to work with you to enable that."

Governor Jay Inslee Guest of Honor at Community Transit’s 40th Anniversary from Community Transit on Vimeo.

We look forward to serving our community with dedication and innovation for forty more years. Says Emmet Heath, "This generation is building something that will benefit the next one. We are laying the foundation for those that will come in the future." Our route ahead will include a network of Swift Bus Rapid Transit lines and expanding our overall service to connect communities in new and exciting ways.

"I'm Laurel. And I Tweet It."

Social media has become an important vehicle to reach our customers. From rider alerts to service change announcements, we strive to provide exceptional service and foster great relationships with our passengers. From first thing in the morning until late at night, Laurel, from our Agency Communications department, monitors our social media to ensure our customers stay informed.

Laurel spent fourteen years marketing online financial services where she thrived on responding to rapid technological changes. Part of these changes included incorporating social media as a method for outreach and customer service. Laurel brought her passion for social media to Community Transit three years ago, "It was nice to be able to usher in Twitter and nurture our audience there. Social media has an immediacy to it that is unique. It gives us the opportunity to respond right away to customers, to tell them we hear them and we're listening."

Laurel monitors @MyCommTrans regularly, especially early in the morning just before our commutes are at their peak, responding to any questions or concerns. By coordinating efforts with our Customer Service and Dispatch departments, Laurel utilizes social media to connect with our riders. "When people are frustrated, listening and responding goes a long way. It helps when you feel like someone hears you. We may not have the answer right at that moment, but we'll work hard to get the answer you need."

In addition to Twitter, Community Transit also has a Facebook page and can be found on YouTube and LinkedIn. "Every social media platform is different, but the interactions I have with customers, whether it's a 140 character tweet about service or a 'Like' on a photo I've posted to Facebook, make my job challenging and fun. To be able to answer a question and get feedback in such an immediate way makes social media a great fit for public transportation."

Thanks, Laurel, for your commitment to service, for being the friendly voice our customers see on their Twitter feed, and for being an active listener and problem solver. When you "Tweet It", you make a difference in how we help bring our customers home.

"I'm Matt. And I Help People Use It."

Nearly 10 million passengers board a Community Transit vehicle each year. With a service area that spans over 1,300 square miles, these boardings take place in all kinds of environments, from bustling urban areas to sleepy suburbs to outlying rural routes. A lot of our passengers have never taken a bus before, or are intimidated to take the bus from one environment to another. We rely on the efforts of our hardworking Sales & Distribution team, where people like Matt help our passengers use it and ride with confidence.

After thirteen years of working in the transit industry, Matt joined our Sales & Distribution team as a Supervisor just over a year ago. He knew right away it would be a good fit, "When I worked for Everett Transit, Community Transit was one of our partners. Everyone there was always positive and I could tell it was a good place to be. If you're going to work, you might as well find a home. From the very beginning, everyone has been welcoming and supportive. The fact that you can have a real conversation with our CEO means a lot. It starts from the top down."

Our Sales & Distribution department is responsible for distributing route information to a network of over 225 outlets across Snohomish County. From colleges to grocery stores to libraries, this small team of eight is constantly on top of every rider alert and service change. All those time tables you see at bus stops are also managed by this team. A minor service change could mean swapping out materials at 550 bus stops, while major service changes could mean 1,200 stops and take two weeks.

Not all of Matt's team's work is behind the scenes. Sales & Distribution also staffs the RideStore in Lynnwood where they get the opportunity to directly impact our customers. From selling ORCA (One Regional Card for All) products to providing trip information, this team helps people navigate the world of public transportation. Matt says, "The availability of transit options can often turn an unwelcome burden into an exciting new experience. It's so satisfying to help somebody discover this entire new world available to them. The look of relief they have when they realize how easy it is is really rewarding."

One final way that Matt's team makes a difference is by reuniting our customers with their property. You would be surprised at what gets left on our buses! While it's common to find laptops, iPhones, purses and wallets, the RideStore also receives everything from bikes to yard tools. Every day items are either found on the bus or turned into the RideStore by helpful passengers. While the team receives well over 600 items each month, sadly only 25-30% of these are ever claimed. Any item determined to have value that is left unclaimed will eventually be surrendered to the Snohomish County Sheriff's Office. If you've misplaced your wallet, try checking here first!

At the end of the day, Matt and his team find real value in helping people use our services. "It all comes down to touching the lives of customers. Everyone has somewhere to go. How can we help them?" Thank you, Matt, for overseeing an awesome team that feels truly passionate about our customers. Because of your efforts, new riders are empowered to take advantage of our services and more experienced riders are encouraged to try new ways of getting to where they need to go.

"I'm Shawna. And I Support It."

With a transit system network as vast as ours, it's no wonder that Information Technology is the key to connecting us with our customers. Every division in our agency depends on our hard-working IT department. We rely on talented people like Shawna to help us drive it, maintain it, coordinate it, resource it, plan it, and guide it, all so that we can bring you home.

Giving back to the community has always been important to Shawna. After years spent working on emergency issues supporting technology for Snohomish County 911, Shawna joined the fast-paced but far less stressful environment of Community Transit. "I enjoy being in public service and being part of my community and Community Transit seemed like a good fit. I was immediately impressed by the unique culture here. It felt like a family right away." This connection to community can be on a large scale, or it can be far more intimate, as Shawna discovered when a family tragedy hit just a few months into her employment. "Immediately I felt instant support. I was given a lot of flexibility so I could take care of what was important. It felt like family, and honestly that's how I got through it."

A self-professed "gadget freak" who enjoys taking things apart to see how they work, Shawna has always had an affinity for technology. In addition to providing support for our internal network and help desk, Shawna has been involved in researching special pilot projects and taking the lead in researching hardware and software acquisitions. "So much of what we do in IT is behind the scenes. We troubleshoot in the background in a virtual environment so you can't even see what's being done. It's cheaper, faster, and more streamlined. I'm proud to work for a company that has such cutting-edge technology. Working here is never stagnant. I am always learning something new."

While innovative technology and dynamic problem-solving definitely excites Shawna, what really makes a difference each day are the connections she makes, from her internal team to her colleagues and coworkers. "My team has a broad view and we always back each other up. People are generally grateful for the help we provide. It feels good to work where people are grateful every day. You feel super-special, like you have a superpower."

We think you are a superhero, Shawna! Thank you for being part of our incredibly talented team of technology experts who are always supporting our agency's efforts to see where we can do better to serve our customers. You bring every department at Community Transit to life, all so we can connect in meaningful ways to our customers and bring them home.

"I'm Chuck. And I Plan It."

Designing the routes and schedules for a transit system that extends into two counties and serves tens of thousands of people is part science and part art. We have a team of planners that strategically analyzes and interprets complex data to determine the best way to meet the needs of our customers. Meet Chuck, one of our Schedule Analysts, who strives to ensure our customers receive the timely service they need and deserve.

A commitment to service has always been important to Chuck. His varied career includes being a pastor, a choral director, and a janitor before finding his way to us as a coach operator in 1999. After six years of driving for us, Chuck took on his role developing and monitoring our schedules. It's no small task! "I interpret APTS (Advanced Public Transportation Systems) data. When you factor in the vagaries of weather, traffic, and driving styles, it can be like hitting a moving target. Planning for transfers and connections adds to the complexity, as do the different challenges between urban vs. rural routes. I work with a very talented team that has excellent synergy. We work together to find that "sweet spot" where buses are on time without being too early or too late."

Chuck and his team work 3-6 months ahead of any service changes. This includes spending time each week in the field timing and gathering information for our scheduling software. Schedule Analysts, like Chuck, are required to maintain their Commercial Driver's License and drive buses in the field to help plan and revise routes. "I get excited about the detail work. I enjoy getting out in the field to see how routes are working."

For someone who has looked for opportunities to be of service in his career, transit service has proved to be very rewarding. "Community Transit is such a positive and caring community. People are good listeners and encourage each other. They enrich your life like a family. It's modeled from the top down. Everyone is always striving to do better, to provide convenient and reliable service to our customers, some of whom are transit dependent."

Thank you, Chuck, for sharing your passion for service with our colleagues, our customers, and our community.

"I'm Parminder. And I Drive It."

Coach Operators do more than safely drive our buses. They connect our customers with work, school, medical care, errands, friends and family. Our drivers are the first friendly face people see when they board. For many of our customers, seeing their regular coach operators every day fosters a sense of community, too. Drivers like Parminder are the face of our agency, and we rely on them to bring our customers home.

A lot has changed at Community Transit since Parminder arrived here from India over 25 years ago. Our bus fleet has evolved to include Double Tall and Swift vehicles, our service area has expanded to over 1,300 square miles, and our coach operator team has doubled in size to over 300 drivers. And we continue to grow! Our drivers now operate routes which include spacious rural regions, charming small towns, and bustling metro areas. Parminder enjoys this change of pace and scenery, "I've done a lot of different routes, and now I drive from Stanwood to Smokey Point/Arlington. I go around lakes and see cattle grazing in fields. I enjoy the mixture of small town driving and countryside driving."

On routes with less congestion, like Parminder's, there's an opportunity for drivers to build a relationship with their regular riders. "I get a lot of senior citizens who are running errands. They call me kid. I feel very blessed to provide service to these people. It makes me feel happy and welcome." It's not all commuters and seniors that Parminder gets to engage with, though. He is also part of a team of 5-6 drivers who drive our articulated buses as part of STEP (School Transit Education Program). He even gets to join Oxy Gene in parades across Snohomish County driving one of the antique buses that were part of our fleet when he first started working with us."

Coach operators like Parminder get behind the wheel after completing and passing a six week comprehensive training program. After graduating from our program they continue to receive training on new routes and new equipment. They also receive yearly ride checks from instructors where they get feedback and coaching on their driving skills. Lastly, our drivers attend yearly refresher training where they are kept abreast of new topics in their field. It is this commitment to supporting our coach operators that really makes a difference. Parminder says, "The atmosphere here is really nice. My colleagues are always helpful, from dispatch to other drivers. There's a lot of teamwork."

Thank you, Parminder, for working hard for over 25 years to bring our customers home. I'm sure they enjoy your smile and positive attitude as much as we do.

"I'm Mary. And I Resource It."

Each weekday over 36,000 passengers rely on us to bring them home. It takes a dedicated team of employees who are passionate about the passenger to make this happen. How do we find such a wonderful group of people? Through our talented Human Resources department, where individuals like Mary get excited to grow relationships, build confidence, and empower employees to be successful.

First impressions are everything. Mary remembers the sense of belonging she felt when first hired in 2004 as an administrative clerk. "They were prepared for me. Everything I needed was ready for me before I got there. That felt great." As a Human Resources Assistant for nearly ten years, Mary has been making all new hires feel valued from day one. "Part of my role is giving a benefits orientation to all new hires. It's such a positive position! I get to meet everyone in the agency which is rare. For many people it's their first impression of Human Resources, so I try to be friendly, open, and welcoming."

For Mary, it's not just about establishing good relationships with employees. She is committed to maintaining and growing those relationships as well. "I try to treat each person as an individual, to make time for them. It's important to be accessible, to give everyone my full attention. I don't think of my job as a job. I'm here because I want to be. These aren't just new hires, they're coworkers I'm excited to meet and get to know."

Helping others navigate sensitive issues also presents Mary with an opportunity to create a safe and trusted environment for employees. "I help them gain the skills and tools they need to be successful. By being a good listener, I am able to help them build on their strengths. I get excited that people will come and talk with me and share their personal stories."

Employees who are valued from the day they walk in our door, end up being employees who are happy to come to work. This translates to a work environment where employees feel they have a voice and a support system to be successful. Thank you, Mary, for fostering a work environment that feels like family. A family that believes in bringing people home.

"I'm Royce. And I Take Care of It."

Maintaining an operation as large as ours requires more than the skill of our talented mechanics. We couldn't get our buses on the road without the support of our Facilities Maintenance team. From our state-of-the-art shop to our corporate offices to every bus stop spread across 1,305 square miles, Facilities Technicians like Royce take care of it all.

A retired Navy man, Royce has dedicated his career to public service. Since joining our ranks in 1995, he's seen his team grow from five to twenty people to meet the needs of our customers. The crew is split into two groups: road and base. Our road crew cleans and maintains all of the bus stops, stations, and signage for our extensive route system. Our base crew maintains the buildings that house our corporate offices and maintenance shops. This includes all of the support equipment our mechanics use to keep our buses in prime working condition, such as lifts, pumps, exhaust motors, etc. Our Facilities Maintenance team even maintains a steam bay which cleans each vehicle's engine before mechanics begin their work.

In Royce's early years at Community Transit, when our facilities were much smaller, technicians functioned more as generalists, doing a little bit of everything. Of course this meant more specialized skills had to be contracted out. Now, Facilities Maintenance has grown to include certified plumbers, HVAC technicians, electricians, and welders. "In the past we figured out how to fix things on our own," says Royce. "Now we work together as a team to problem solve. You don't have to feel bad if you don't know something. There's no criticism, only encouragement. We have each other's backs."

By bringing on highly-skilled technicians, we now keep all of our maintenance in-house so we can control the quality of work. "There's a real pride of ownership here," says Royce. "Everyone has the same goal in mind: serve the customer. It's a great sense of accomplishment knowing the equipment you maintain is used safely by other people."

Thank you, Royce, for taking care of our facilities, our equipment, our route stops, our employees, and our riders.

"I'm Jessica. And I Coordinate It."

Did you know that nearly 10 million passengers board a Community Transit vehicle each year? With a service area of over 1,300 square miles, from Stanwood to Seattle, there's a lot that goes on behind the scenes to make sure our buses get our passengers where they need to go. We rely on a team of fantastic trouble shooters who can solve problems on the fly to make sure service is as seamless and timely as possible. People like Jessica, one of our cool-headed, fast-thinking Dispatchers!

Over 36,000 passengers use our service on an average weekday, and the majority board during peak commuter hours. This means a large part of our fleet is doing a "morning pullout" between 4:00 - 7:00 a.m. Dedicated Dispatchers like Jessica are starting their day at 3:30 a.m., taking roll call and pulling up multiple online screens which display real time information about each bus. As the morning progresses, challenges inevitably occur, such as bus delays or breakdowns. If a bus does break down, Jessica will have to coordinate a coach exchange (this could be a coach out of service nearby or one from the bus yard). A Road Supervisor will need to be arranged, coordinated conversations with our Maintenance Department to send out a truck will happen, and our Customer Service representatives will be alerted to let customers know there may be a delay.

Jessica loves the challenge of putting the puzzle back together, "Every day starts out with the puzzle pieces perfect. When it explodes and the pieces go everywhere, I put it back together to make it work, keep service on the road and the customer happy. It makes me feel good when I can make things work. I feel like I make a difference, like I'm helping the community."

Jessica credits two main things with her success on the job. The first is her year-and-a-half stint as a Coach Operator before she took on her Dispatch position in 2010. "My time as a driver informs what I do. I know what it's like out there. It makes me more compassionate. Coach Operators are our customers too, and it's important to develop good relationships with them. It helps us all work really well together to solve problems." Jessica also praises her team for helping her get through hectic times. "There are 5-6 of us working collaboratively at any one time. There's a great sense of camaraderie. If one person is slammed, we all offer help. We always have each other's backs."

Next time your bus is running late, remember there is a team of people like Jessica who are working hard to bring you home.

"I'm Tony. And I Maintain It."

Did you know our buses drive approximately 1,000 miles per week? That's like driving from Seattle to Los Angeles! To keep our buses in tip-top shape, we utilize a team of service workers to thoroughly inspect each bus. One of our rock star employees that helps "Maintain It"? Veteran Community Transit employee, Tony S.

Tony has been with Community Transit since the early years, when our first maintenance shop was just a small space at Kasch Park. Back then our fleet consisted of antique and refurbished buses. Buses have certainly changed in the 25 years since then. Now our fleet includes a wide range of cutting-edge technologies, such as CAD/AVL technology (computer aided dispatch and automatic vehicle location), safety technology (such as collision avoidance), and maintenance technology (including vehicle diagnostics). "It's been exciting to grow with the company," says Tony.

Our bus maintenance program ensures each bus is inspected every six weeks. A mile indicator notifies us when a bus hits 6,000 miles so that it can rotate through the shop. A team of seven service workers make sure that anything that can easily down a coach, such as brakes and power steering, are meticulously inspected. The maintenance team always has one goal in mind: making sure our coaches are safe. Tony says, "Everyone wants to do their job well. It's an expectation we put on ourselves, not that the company puts on us. Every day is better than the last. You are better because each day is a different challenge. It makes coming to work so easy."

A personal commitment to excellence, combined with a collaborative spirit, lets our service workers "Maintain It" with a smile. "This shop is like a Mecca. We all do different things to reach a common goal. These guys work well together which you don't often see in bigger shops. If anyone has a question, we all communicate to come up with the answer. It's a good group of people which makes working here a piece of cake."

Without the talent and dedication of our maintenance team, we wouldn't be able to provide the excellent service that our customers have come to expect of us. After 25 years, Tony has helped our buses drive millions of miles. Next time you ride a Community Transit bus, you can be sure that at some point Tony has maintained it. "It's hard to believe it's been 25 years. It's been a really good ride."