Upcoming events

    • 11/19/2025
    • 10:00 AM
    • 02/25/2026
    • 11:30 AM
    • Online via Zoom
    • 4


    Dates:

    November 19, 2025 - Foundations of Communication: Customer Service Success

    December 2, 2025 (Rescheduled for Jan 7, 2026) - Escalation Stops Here: Mastering Calm Communication

    January 21, 2026 - Pause, Breathe, Respond: Building Resilience in the Fast Lane

    February 4, 2026 -  The Gift Nobody Asked For… But Everyone Needs

    February, 25, 2026 - Mastering the Route: Communication, Care, and Calm

     

    Time : 10:00  – 11:30 AM

    Location : Virtual 

    Speaker: Dr. Tonya Y. Miller

    Audience: Designed for frontline staff, supervisors, and managers who engage with customers by phone, email, or in person.

    Cost: Free, PPTA Members $195 Prospective Member


    Session 1- Foundations of Communication: Customer Service Success

    Excellent customer service begins with great communication. This session explores the fundamentals of understanding how we communicate and how others receive that communication. Participants will learn to recognize and understand unique communication styles, practice active listening techniques, and develop strategies for adapting their approach based on behavioral cues from others. Designed to enhance phone, email, and in-person interactions, this session sets the tone for excellence in every customer engagement.

    Learning Objectives:

    • Compare the four basic behavioral styles and how they influence customer interactions Identify active listening techniques to improve engagement
    • Apply behavioral observations to adapt communication strategies in a variety of circumstances
    • Enhance clarity and empathy in phone, email, and in-person communication
    Session 2: Escalation Stops Here: Mastering Calm Communication

      From impatient clients to frustrated coworkers, managing tension is part of the job. This session equips customer service professionals with proven de-escalation techniques to respond rather than react. Through real-world examples, participants will learn to navigate emotionally charged moments on the phone, online, and in everyday customer interaction, providing them with the skills to maintain professionalism while restoring calm.

      Learning Objectives:

      • Recognize different ways to resolve conflict in customer interactions
      • Apply effective de-escalation techniques in phone, online, and in-person contexts
      • Practice calm communication under pressure using practical scripts and scenarios
      • Maintain emotional control and professional presence in challenging interactions

      Session 3: Pause, Breathe, Respond: Building Resilience in the Fast Lane

      Fast-paced, high-stress environments can take a toll. This webinar focuses on building two critical skills for service professionals: emotional intelligence and personal resilience.

      Participants will identify personal stress triggers, develop self-regulation strategies, and gain tools for staying grounded and focused, even during chaotic moments.

      Learning Objectives:

      • Define emotional intelligence and its role in customer service success
      • Recognize personal stress triggers and their impact on professional behavior
      • Implement self-regulation techniques to reduce reactivity
      • Foster resilience through social awareness, regulation and networking

      Session 4: The Gift Nobody Asked For… But Everyone Needs

      Complaints can feel uncomfortable—but they’re also opportunities in disguise. This session helps shift the mindset around customer complaints, reframing them as valuable feedback. Participants will explore techniques for receiving, responding to, and resolving complaints while maintaining customer trust and professionalism.

      Learning Objectives:

      • Reframe complaints as growth opportunities for individuals and organizations
      • Demonstrate techniques for responding to complaints with empathy and professionalism
      • Apply structured approaches to resolve common complaints in the transportation setting
      • Build confidence and consistency in managing difficult customer feedback

      Session 5: Mastering the Route: Communication, Care, and Calm

      This capstone session brings together the tools, strategies, and insights gained throughout the series. Participants will explore how to integrate effective communication, emotional regulation, and problem-solving into a daily customer service mindset. Through case scenarios, discussions, and reflections, this session reinforces practical applications and provides a takeaway “toolbox” for confident and consistent service delivery across the transportation experience.

      Learning Objectives:

      • Synthesize strategies from previous sessions into a cohesive customer service approach
      • Demonstrate how to respond to real-world service challenges with clarity and professionalism
      • Build a personal communication and resilience “toolbox” for future use
      • Create an action plan for applying the series content within your current role and team



      • 01/15/2026
      • 10:00 AM
      • 02/12/2026
      • 11:30 AM
      • Zoom
      Register

      Dates:

      January 15, 2026 - Procurement Basics: How to Meet FTA Requirements for Purchases

      January 22, 2026 - Procurement Strategies: How to Plan, Advertise, and Execute Successful FTA Procurements

      January 29, 2026 - Professional Services Procurement: Requirements and Effective Practices

      February 5, 2026 - Invitation for Bid (IFB): Requirements and Effective Practices for Sealed Bids

      February 12, 2026 - Vehicle Procurement: Compliant Methods and Key FTA Requirements


      Time: 10:00 am – 11:30 am

      Location: Virtual

      Speaker: Denise Bailey, Consultant, Bailey White Solutions

      Audience: Designed for procurement professionals, grant managers, end users, project managers, operations and maintenance staff, legal staff, and DBE Liaison Officers (DBELOs).

      Cost: Free, PPTA Members $395 Prospective Member

      The PPTA Procurement Series

      The PPTA Procurement Series is open to all Transit Members. Each module offers valuable insights into procurement processes, best practices, and compliance updates relevant to the transit industry.

      If you would like to attend a specific module, please select it in the registration form.

      Module 1: Procurement Basics: How to Meet FTA Requirements for Purchases

      This session introduces the core requirements for spending Federal Transit Administration (FTA) funds and lays the foundation for compliant, efficient procurement. Attendees will learn how to apply the hierarchy of federal regulations, understand the role of FTA’s Master Agreement and Circular 4220.1G, and align local practices with federal expectations.

      Learning Objectives:
      Explain the structure and hierarchy of federal procurement regulations and guidance.
      Identify how FTA’s Master Agreement and Circular 4220.1G apply to federally funded purchases.
      Differentiate between local and federal procurement requirements to ensure full compliance.

      Audience:
      Designed for procurement professionals, grant managers, end users, DBE Liaison Officers (DBELOs), and legal staff.

      Module 2: Procurement Strategies: How to Plan, Advertise, and Execute Successful FTA Procurements

      This session focuses on how to plan and manage the full procurement process for FTA-funded projects, from selecting the right method to developing realistic timelines. Attendees will review each procurement type, understand the required steps and documentation, and learn how to anticipate common challenges to keep projects on track.

      Learning Objectives:
      Differentiate between micro purchase, small purchase, sole source, RFP, and IFB methods and when each applies.
      Outline the key steps and complexities involved in planning and advertising FTA-funded procurements.
      Develop realistic procurement timelines to meet FTA and agency requirements.

      Audience:
      Designed for procurement professionals, grant managers, end users, project managers, and DBE Liaison Officers (DBELOs).

      Module 3: Professional Services Procurement: Requirements and Effective Practices

      This session explains how to properly procure professional services using FTA funds, including consulting, IT, A&E, and on-call contracts. Attendees will learn when this method applies, how to develop evaluation criteria, and how to document and manage the selection process to ensure fairness, transparency, and DBE/Small Business Enterprise (SBE) compliance.

      Learning Objectives:
      Identify when to use the professional services procurement method and which service types qualify.
      Apply required evaluation, advertising, and documentation procedures for compliant awards.
      Implement best practices to manage contracts and meet DBE/SBE requirements.

      Audience:
      Designed for procurement professionals, end users, project managers, and DBE Liaison Officers (DBELOs).

      Module 4: Invitation for Bid (IFB): Requirements and Effective Practices for Sealed Bids

      This session covers how to conduct compliant and competitive Invitation for Bid (IFB) procurements, also known as sealed or low-bid methods. Attendees will learn when to use IFBs, how to apply Build America Buy America (BABA) and Buy America rules, and how to manage evaluation, award, and contract oversight to ensure transparency and DBE/SBE compliance.

      Learning Objectives:
      Determine when the IFB method is appropriate and what types of goods or services qualify.
      Apply federal requirements including Build America Buy America, evaluation criteria, and advertising standards.
      Manage the bid, award, and contract processes while meeting DBE/SBE requirements.

      Audience:
      Designed for procurement professionals, end users, project managers, and DBE Liaison Officers (DBELOs).

      Module 5: Vehicle Procurement: Compliant Methods and Key FTA Requirements

      This session focuses on how to properly plan and execute vehicle procurements using FTA funds. Attendees will learn when to use methods such as IFB, RFP, piggybacking, or purchasing schedules, and how to meet federal requirements related to Buy America, Altoona testing, and DBE Transit Vehicle Manufacturer (TVM) compliance. The session also reviews planning elements like spare ratios, specifications, and delivery standards to ensure readiness and accountability.

      Learning Objectives:
      Differentiate between FTA-approved vehicle procurement methods and determine when each applies.
      Apply planning, documentation, and compliance requirements including Buy America, Altoona testing, and DBE TVM rules.
      Manage contract, production, and delivery requirements to ensure on-time and compliant vehicle purchases.

      Audience:
      Designed for procurement professionals, end users, operations and maintenance staff, and DBE Liaison Officers (DBELOs).


      Register TODAY and be in the know.
      • 02/10/2026
      • 1:00 PM
      • 02/24/2026
      • 2:30 PM
      • Zoom
      Register

      Dates:

      February 10, 2026 - Demystifying Shared-Ride Compliance – Understanding Senior Shared-Ride and Persons with Disabilities (PwD) Program Requirements

      February 24, 2026 - Staying on Track – Knowing the Tools and Strategies for Managing Compliance


      Time: 1:00 pm – 2:30 pm

      Location: Virtual

      Speaker: Matt Bodnar, AICP, PP,  Senior Associate, Project Manager, Michael Baker International

      Audience: Designed for procurement professionals, grant managers, end users, project managers, operations and maintenance staff, legal staff, and DBE Liaison Officers (DBELOs).

      Cost: Free, PPTA Members $395, Prospective Member

      Session 1: Demystifying Shared-Ride Compliance – Understanding Senior SharedRide and Persons with Disabilities (PwD) Program Requirements

      Programs like PennDOT’s Senior Shared-Ride and PwD Programs provide transportation services to qualified Pennsylvania residents in all 67 counties. These extensive programs connect some of the Commonwealth’s most vulnerable residents with transportation they need to access essential services. Administering such widespread and crucial programs requires careful oversight, but compliance with PennDOT’s Guidelines and Policies doesn’t have to be complicated. This session will provide an overview of PennDOT’s recently updated Senior Shared-Ride and PwD Program Guidelines and Policies and review common compliance issues. Both new and seasoned managers and staff can listen in to strengthen their understanding of Shared-Ride and PwD Program compliance.

      Learning Objectives: 

      • Understand PennDOT’s requirements for administering the Senior Shared-Ride and PwD Programs.
      • Recognize the changes and revisions made to the latest Guidelines and Policies (effective July 1, 2025).
      • Identify common compliance issues documented in Shared-Ride and PwD Program Compliance Reviews.

      Session 2  will provide a deeper dive into the resources that can help staff better manage compliance for these programs.

      Session 2: Staying on Track – Knowing the Tools and Strategies for Managing Compliance

      After gaining a better understanding of the Senior Shared-Ride and PwD Program requirements in Session 1, the next step is to put knowledge into practice and manage compliance on an ongoing basis. This session will explore practical tools, strategies, and resources that can help organizations spot and resolve issues early. This will help build compliance into a manageable part of daily operations while preparing your organization for the next compliance review.

      Learning Objectives: 

      • Know the resources that can help staff better understand the programs and their respective requirements.
      • Understand various reports, filters, and tools available in Ecolane to help manage compliance.
      • Identify and resolve compliance issues within your organization in a timely manner.
      • Recognize how implementing small internal checks and other best practices into your daily processes can make meeting compliance a painless and integrated part of operations. 


      Register TODAY and be in the know.
      • 03/10/2026
      • 9:30 AM - 5:00 PM
      • Hilton Garden Inn Harrisburg East 3943 TecPort Drive, Harrisburg, Pennsylvania, 17111, USA
      • 42
      Register

      Drug and Alcohol Compliance for Transit Operations

      Date: March 10, 2026 

      Time: 9:30 AM - 5:00 PM

      Location: Hilton Garden Inn Harrisburg East 3943 TecPort Drive, Harrisburg, PA

      Session Description
      This full day training reviews federal and state drug and alcohol testing requirements and what is new for 2026, with a focus on how the rules apply to transit agencies and safety sensitive employees. The session covers who must be tested, when testing is required, recordkeeping expectations, and common compliance pitfalls. Attendees will leave with practical guidance to reduce risk, prepare for audits, and ensure their agency meets all required standards.

      Learning Objectives

      • Break down current drug and alcohol testing requirements and who they apply to within transit operations.

      • Navigate testing triggers, documentation, and compliance responsibilities under applicable regulations.

      • Apply best practices to reduce violations and prepare for audits or reviews.

      Speakers: Jennifer Gissel, Technology Policy Analyst

                         Mike Redington, Transportation Industry Analyst


      Audience
      Designed for transit agency managers, human resources staff, safety officers, compliance staff, and supervisors with drug and alcohol program responsibilities.

      Cost: $95 Member, $195 Out of State

      Lodging: Hilton Garden Inn Harrisburg East 3943 TecPort Drive, Harrisburg, PA

      Room Rate $149.00 a night plus tax. Reserve hotel by February 17th for the group rate. 

      Hotel Reservation LinkHilton Garden Inn Harrisburg East 


      • 03/13/2026
      • 10:00 AM
      • 05/29/2026
      • 11:30 AM
      • Online via Zoom
      • 14
      Registration is closed

      This cohort series will be held over four virtual sessions:

      • Understanding your New Leadership Role: Friday, March 13, 10:00-11:30 AM 
      • Managing Yourself as a Leader: Friday, April 10, 10:00-11:30 AM
      • Communicating as a Leader:  Friday, May 4, 10:00 AM -12:00 AM
      • Action Planning and Goal Setting: Friday, May 29, 10:00-11:30 AM 

      Description: Supervisors have the power to influence the productivity of their team. They are the crucial interface between frontline employees and the organization's managers. They may have more technical experience than their employees but need more leadership experience. At its core, leadership means setting goals, lighting a path, and persuading others to follow. But the responsibility entails much more. Leaders must get their message out in an inspiring way, make the most of their limited time, and build roads to precious resources.

      This interactive cohort series will allow participants to learn from each other as they work with facilitator, Monica Simon, to build skills and expand their capacity as new leaders. 

      FormatThis virtual series will include four workshops, a DiSC Assessment, and one hour of coaching from a recognized transit industry instructional designer and facilitator. Participants must commit to completing pre-course assessment and coaching and attending all four virtual sessions.  

      Presented by: Monica Simon, Principal, Simon and Simon Resources, Inc.

      PennTRAIN Member Cost: No charge. Please note that participants are expected to attend all sessions. 

      Registration Deadline February 27, 2026

      Internet Access Required. This course will be presented via Zoom, and attendees must have an internet connection in order to participate. Links to join each session will be provided in advance via email. 

      Learning Objectives:

      • Employ strategies to establish credibility with former peers.
      • Explain a new supervisor’s responsibilities.
      • Discuss several leadership models: situational leadership, and servant leadership
      • Define individual leadership, delegation, and problem-solving styles.
      • Recognize the contributions and areas for improvement each style brings to the workplace
      • Practice effective communication skills, including non-verbal communication, active listening, and communication barriers.
      • Identify causes of communication breakdown and practice strategies to repair a communication breakdown.
      • Understand types and causes of conflict at work.
      • Explore the benefits of feedback.
      • Understand the dynamics of feedback, including the cognitive and emotional aspects and the value of trust.
      • Differentiate between the types of feedback.
      • Utilize the topics from previous sessions to discuss SMART goals and the importance of managing others.
      • Explore goal setting, accountability, credibility, and values.


      • 03/17/2026
      • 1:00 PM - 2:30 PM
      • Online via Zoom
      • 34
      Register

      Ethics Essentials for Transit Leaders and Boards

      March 17, 2026, 1:00–2:30 p.m. ET

      Location: Virtual 

      This session provides a practical overview of legal and ethical issues facing municipal transit agencies, including how the Public Employee Ethics Act applies to agencies and employees. It covers common ethical risks for transit boards, how to spot problems early, and fiduciary responsibilities for executive directors and financial officers. The session applies to public transit agencies and is designed to help leaders protect their agency, board, and public trust.

      Learning Objectives:

      • Identify how the Public Employee Ethics Act applies to transit agencies, board members, and employees

      • Recognize common ethical risks and warning signs for transit boards before issues escalate

      • Clarify fiduciary duties for executive directors and financial officers of public agencies

      Speakers: Jill Nagy – Principal, Summers Nagy Law Offices

      Audience: Designed for transit agency CEOs, general managers, executive directors, board members, and senior leadership staff.

      Cost: Free for PPTA members | $99 for non-members

      Registration Link

      • 03/24/2026
      • 10:00 AM
      • 03/25/2026
      • 12:00 PM
      • COLTS – County of Lackawanna Transit 800 N South Rd, Scranton, PA
      • 15
      Register

      Accident Investigation

      Tuesday, March 24, 2026 - 10 AM to 5 PM

      Wednesday, March 25, 2026 - 8 AM to 12 Noon

      Meeting Location:

      COLTS – County of Lackawanna Transit

      800 N South Rd, Scranton, PA 18504

      Session Description:

      This course will provide technical knowledge, skills, and methods to conduct an objective on-scene accident investigation, an objective method to conduct a post-accident determination of preventability, and teach participants to use accumulated investigation data to improve training and operations and reduce accidents. 

      Topics will include:

      • Collision/Injury Investigation
      • Accident Management
      • What is a Complete Investigation
      • Investigation Results
      • Advanced Preparation
      • Assessing Preventability
      • Using Accidents to Produce Change
      • Organizational Use of Data

      Presented by: Daecher Consulting Group

      Cost: PPTA Member: $190

                    Out of State: $395

      Lodging: Hilton Scranton & Conference Center 100 Adams Avenue, Scranton, PA 

      Hotel Room Rate: $105.00 plus tax, reserve hotel by February 23, 2026 

      Hotel Reservation Link: Hilton Scranton & Conference Center

      Meals: Lunch and breaks will be provided during the training. Please note any dietary restrictions when registering. 

      Attire: Casual. Because it can be a challenge to keep the meeting room at a temperature that accommodates everyone, we recommend bringing a sweater or jacket to stay comfortable.

      Available Seats: 25  

      • 03/26/2026
      • 10:00 AM
      • 03/27/2026
      • 12:00 PM
      • Westmoreland Transit Authority 41 Bell Way. Greensburg, PA 15601
      • 5
      Register

      Accident Investigation

      • Thursday, March 26, 2026 - 10 AM to 5 PM
      • Friday, March 27, 2026 - 8 AM to 12 Noon

      Meeting Location: Westmoreland Transit Authority 41 Bell Way. Greensburg, PA 15601

      Session Description:

      This course will provide technical knowledge, skills, and methods to conduct an objective on-scene accident investigation, an objective method to conduct a post-accident determination of preventability and teach participants to use accumulated investigation data to improve training and operations and reduce accidents. 

      Topics will include:

      • Collision/Injury Investigation
      • Accident Management
      • What is a Complete Investigation
      • Investigation Results
      • Advanced Preparation
      • Assessing Preventability
      • Using Accidents to Produce Change
      • Organizational Use of Data

      Presented by: Daecher Consulting Group

      Cost: PPTA Member: $149

        Out of State: $395


      Hotel: Courtyard by Marriott Pittsburg Greensburg, 700 Power Line Drive, Greensburg, PA

      Hotel Room Rate: $119.00 plus tax a night.

                                    Room block closes Wednesday, March 04, 2026

      Hotel Reservation Link: Courtyard by Marriott Greenburg

      Meals: Lunch and breaks will be provided during the training. Please note any dietary restrictions when registering. 

      Attire: Casual. Because it can be a challenge to keep the meeting room at a temperature that accommodates everyone, we recommend bringing a sweater or jacket to stay comfortable.

      Available Seats: 25  


      • 04/02/2026
      • 10:00 AM - 11:30 AM
      • Zoom
      Register

      Date: April 2, 10:00 AM - 11:30 AM


      Description:

      This session aims to connect this elite group of transit training professionals with the latest training techniques, peers across Pennsylvania, and support to provide excellence in training. This session has been changed to a Zoom session to allow more Master Trainer Alumni to participate. 

      During the workshop, you can expect to:

      • Opportunity to meet and connect with the newest class of Master Trainer program graduates;
      • Hear updates on training and training techniques from the instructors, Michael Noel and Tom Eser;
      • Share at least one way you have implemented the training you received;
      • Discuss how you want to receive additional training, information, and new techniques;
      • Engage with peers to troubleshoot, brainstorm, and problem-solve;
      • Understand expectations for maintaining Master Trainer certification
      • The workshop counts towards the ongoing training requirements of program alums.

      This unique, participant-driven session will allow Master Trainer Program alums to connect, share information and resources, and seek feedback. Attendees are encouraged to come with topics they would like to discuss. Think about any issues you’ve been experiencing that your peers might be able to help you with. Have you tried something new that has proven to be a game-changer? Is there something that went poorly and you’d recommend against? This is an excellent opportunity to connect with and learn from your colleagues.

      Presented by: 

      • Tom Eser, Oceans Transit LLC
      • Michael Noel, Noel Training & Consulting

      Cost: $49 for Master Trainer Alumni

      MASTER TRAINER CERTIFICATE
      Upon completion of the outlined requirements, Master Trainer Certificates will be granted for a period of five years.  Renewal requirements include:
      1. Attend at least two Master Trainer Retreats over the five-year period.  Master Trainer Retreats will be scheduled 1-2 times per year.
      2. Deliver at least two workshops per year in their professional role as trainer at their agency.
      3. Attend at least one instructor-led training program per year.  Alternatively, two live webinars or on-demand training programs can be substituted for one instructor-led training program.
      • 04/07/2026
      • 9:00 AM - 5:00 PM
      • Indiana County Transit Authority, 1657 Saltsburg Avenue, Indiana, PA 15701
      • 9
      Register

      PennTRAIN: ADA Deep Dive

      Date: April 7, 2026

      Time: 9:00 AM - 5:00 PM

      Location: Indiana County Transit Authority, 1657 Saltsburg Avenue, Indiana, PA 15701

      Session Description

      This session takes a closer look at ADA requirements for transit agencies, covering key compliance updates and practical applications. Attendees will learn how the rules apply in daily operations, what is new, and how to address common challenges. The focus is on reducing risk and improving accessibility for riders.

      Learning Objectives

      • Break down the latest ADA requirements and how they apply to transit agencies

      • Navigate real-world compliance issues and common problem areas

      • Apply best practices to improve accessibility and reduce service risks

      Speakers: Denise Bailey, Consultant, Bailey White Solutions

                          Jill Nagy, Esq. – President, Summers Nagy Law Offices

      Audience: Designed for transit managers, compliance officers, operations staff, and anyone responsible for ADA implementation.

      Cost: $95 for PPTA members | $195 for Prospective Member

      Lodging: Hilton Garden Inn Indiana at IUP 714 Pratt Drive Indiana, PA

      Hotel Rate: $134.00 plus tax, reserve hotel by March 6, 2026 

      Hotel Reservation Link: Hilton Garden Inn Indiana at IUP

      Meals: Lunch and breaks will be provided during the training. Please indicate any dietary restrictions on your registration.

      Attire: Casual. Because it can be a challenge to keep the meeting room at a temperature that accommodates everyone, we recommend bringing a sweater or jacket to stay comfortable.




      • 04/28/2026
      • 10:00 AM
      • 06/09/2026
      • 5:30 PM
      • Online via Zoom
      • 26
      Register

      This three-part virtual series strengthens dispatcher skills in customer service, emergency response, and day to day operations. Dispatchers will learn how their decisions, communication, and use of protocols directly affect safety, service reliability, and public trust. To earn the joint SAFTI and PennTRAIN certificate, dispatchers must attend all three 90-minute sessions, with two-time options available for each date. Sessions are held April 28, 2026, May 19, 2026, and June 9, 2026, with start times at 10 a.m. or 4 p.m.

      Learning Objectives

      • Clarify the dispatcher’s role in customer service, emergencies, and daily transit operations
      • Apply effective communication and decision-making techniques during routine service and high stress incidents
      • Support bus operators and customers through clear protocols, calm responses, and coordinated actions

      Please note: There are two timeslots available (10AM or 4PM) for each of the 3 sessions, each session is 90 minutes:

      Session 1: April 28, 2026Dispatcher’s Role in Customer Service
      Session 2: May 19, 2026
      Dispatcher’s Role in Emergencies
      Session 3: June 9, 2026
       | Dispatcher’s Role in Daily Operations

      Presented by: Michael Noel & Jill Nagy, Esq.

      If multiple dispatchers join the Zoom sessions in one room, include their full name in the lead registration to ensure each dispatcher attending qualifies for the joint SAFTI/PennTRAIN certificate.  

      Registration closes April 21st.

      AGENDA

      Session 1: Dispatcher’s Role in Customer Service

      • Why A Ride Matters
      • Big Picture of Customer Service
      • Seven Needs of All Customers
      • De-escalating Difficult Customers
      • Supporting Bus Operators with Customer Challenges

      Session 2: Dispatcher’s Role in Emergencies

      • Types of Emergencies
      • Using technology, emergency codes, prioritizing
      • Actions taken during emergencies
      • Emergency Protocols
        • Serious Transit Vehicle Accident
        • Transit Vehicle Fire
        • Assisting With Transit Vehicle Evacuation
        • Dangerous Person on a Transit Vehicle or Transit Property
        • Active Shooter on a Transit Vehicle or Property
        • Community Evacuation
        • System Shutdowns

      Session 3: Dispatcher’s Role in Daily Operations

      • Daily Pull-Out Protocols & Accessing Fitness for Duty
      • The Words & Vocals You Use Matter
      • The Dispatcher’s Role in Agency Morale
      • Open Discussion 
      • 05/05/2026
      • 9:00 AM
      • 05/07/2026
      • 3:30 PM
      • Best Western Premier 800 E Park Drive, Harrisburg, Pennsylvania 17111
      • 15
      Register

      Program Dates & Times: 

      • Tuesday May 5th 9:00 am - 5:00 pm
      • Wednesday, May 6th 8:00 am - 5:00 pm 
      • Thursday May 7th 8:00 am - 3:30 pm

      Description:

      PennTRAIN’s Master Trainer Program is a Train-the-Trainer course that teaches best practices for training transit bus and paratransit operators.  Through a combination of self-paced study and a three-day instructor-led course incorporating hands-on training, Master Trainer Graduates will exit the program with the knowledge and skills necessary to coach their colleagues to be safe and effective bus operators.

      The Master Trainer Program is exclusively designed for public transit employees whose job responsibilities include training. We recommend utilizing TAPTCO's tips on how to select a trainer.

      Deadline to Register: Monday, April 28, 2026 (Class size limited to 16)

      Presented by: 

      Tom Eser, Oceans Transit LLC; and Michael Noel, Noel Training & Consulting

      Cost:

      $190. Open to PennTRAIN members only. 


      Lodging:  Best Western Premier the Central Hotel & Conf Center
       800 E Park Drive, Harrisburg, Pennsylvania 17111otel Reservation Link will be posted shortly

      Hotel Room Rate: $145.00 plus tax 

      Hotel Reservation Link: Best Western Premier the Central Hotel & Conf Center

      Meals: Lunch and breaks will be provided during the training. Please indicate on your registration if you have any dietary restrictions.

      Attire: Casual. Because it can be a challenge to keep the meeting room at a temperature that accommodates everyone, we recommend bringing a sweater or jacket to stay comfortable.

      Available Seats: 16

      Advance Work

      Before attending the instructor-led course, participants must complete all of the following training programs. Each program is available online at any time.

      1. PennTRAIN’s Transit 101 (2 hours and 15 minutes)
      2. TSI’s Transit Bus Nomenclature (40 minutes)
      3. TSI’s Fatigue and Sleep Apnea Awareness for Transit Employees (50 minutes)
      4. TSI’s SMS Awareness (1 hour)
      5. TSI’s Curbing Transit Employee Distracted Driving (30 minutes)
      6. TAPTCO’s Trainer Certification Program (3 hours, 9 minutes) access provided upon registration

      Instructor-Led Training: The three-day course will cover the following topics: (Exact outline is subject to change).

      DAY ONE:

      • Welcome, class overview, Ice Breaker
      • Train The Trainer – It’s Not What You Teach, It’s What They Learn
      • Play & learn
      • Understanding the adult learner
      • Four roles of the Trainer (Breakout Session)
      • Two minute presentations (Breakout Session)
      • Communications
      • Training tips for success
      • Dealing with nervousness
      • Training techniques for teaching a skill
      • Training techniques addressing motivation & attitude
      • Training methods that work
      • Effective learning
      • Important questions & take-a-ways
      DAY TWO:
      • Review of Day 1 & Icebreaker
      • Review of required training, documentation, legal
      • Required vs mandatory training
      • Topics & lessons
      • Where we teach
      • Deeper into training techniques
      • Stand Up & Share (In the Box)
      • Practical Lessons: Who, what, where, when
      • Special Situations: Emergencies, accidents, injuries
      • Review of TAPTCO and other training materials
      • Overview of student led presentations
      • Prepping for student led presentations
      DAY THREE:
      • Review to this point 
      • Stand Up & Train (2-member, 10-minute presentations with review)
      • Developing training modules
      • Developing training calendars
      • Wrap up & lessons learned
      • After class on-going activities
      • Final thoughts from instructors & group


      Post-Course Work: Either before or within one year of attending the instructor-led course, participants must provide PennTRAIN with proof they completed at least one training program from each of the following categories. There is no minimum length for any program, and recommended sources will be provided.

      Defensive Driving
      Mobility Securement

      Operators/Employees (one of the following topics)

      • Drug & Alcohol
      • Bloodborne pathogens
      • Technology
      Safety (one of the following topics)
      • Safety
      • Security
      • Bus evacuations and emergencies
      Customers (one of the following topics)
      • Conflict avoidance and harassment
      • Mobility securement
      • Understanding ADA
      • Customer service
      MASTER TRAINER CERTIFICATE
      Upon completion of the outlined requirements, Master Trainer Certificates will be granted for a period of five years.  Renewal requirements include:
      1. Attend at least two Master Trainer Retreats over the five-year period.  Master Trainer Retreats will be scheduled 1-2 times per year.
      2. Deliver at least two workshops per year in their professional role as trainer at their agency.
      3. Attend at least one instructor-led training program per year.  Alternatively, two live webinars or on-demand training programs can be substituted for one instructor-led training program.
        • 06/23/2026
        • 10:00 AM
        • 06/24/2026
        • 3:30 PM
        • AMTRAN 3301 Fifth Ave., Altoona, PA 16602
        • 21
        Register

        Dates & Times:

        • Tuesday June 23, 2026 - 10 AM to 5 PM
        • Wednesday June 24, 2026 - 8 AM to 3:30 PM

        Location: AMTRAN 3301 Fifth Ave., Altoona, PA 16602

        Description:

        A training and certification program for front-line transit managers and supervisors. The front-line supervisor has a pivotal role in the transit organization. He or she is accountable for most of the day-to-day success of its operations. Many supervisors are promoted from within the ranks of the operating staff, while others come from a variety of backgrounds and must learn to effectively supervise. In their supervisory role, these individuals must also understand the overall objectives and mission of the transit organization, and they must be able to convey its practices, principles, and priorities to the operating staff.

        To meet the unique challenge facing these important personnel, CTAA has developed the “new” Certified Community Transit Supervisor 7.0 program. This two-day classroom workshop has been updated to include a wide variety of skills necessary to successfully manage front-line employees and a web-based prerequisite course to be completed by registrants prior to the workshop. The web-based prerequisite course will include 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.

        At the conclusion of this training, class participants are tested in their mastery of these areas. Having passed the examination component, trainees will be professionally certified by CTAA as Certified Community Transportation Supervisors (CCTS); this certification will be valid for three years, whereupon the supervisor must recertify to keep the CCTS designation.

        Trainees will receive a manual including reference material, sample documents, and other management aids for the front-line supervisor. 

        Course Prerequisite:

        CTAA, in partnership with the Center for Transportation eLearning (CTeL), has developed a web-based prerequisite course (approximately 4-6 hours) to provide the basic skills training necessary for new and veteran managers and supervisors.

        The web-based program (taken prior to the classroom training) will include 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.

        Day 1

        Leadership and the Supervisor's Role

        • Concept of Supervision
        • The Peter Principle
        • Adjusting to Change
        • What the Experts Say
        • Ethics
        • Leadership Styles
        • Nature of Supervision
        • Decision Making

        Team Building and Team Styles

        • Effective Team Building
        • Team Styles and Structure
        • Group Facilitation Skills
        • Defining Your Team
        • Honoring Success

        Day 2

        Communication Skills

        • Creating Understanding
        • One Way/Two Way Communication
        • Communication Barriers
        • 44 Effective Communication Tip

        Employee Management

        • Recruitment and Selection / Retention
        • The Performance Code
        • Positive and Negative Feedback
        • When to Coach and When to Counsel
        • The Practical Coach
        • Performance Gap Analysis
        • Positive and Progressive Discipline
        • Strategies for Resolving Conflict
        • Employee Emotions
        • Motivational Skills

        The CCTS Test

        • Test Preparation
        • Test Administration
        • Course Evaluation
        • Certification Examination

        Presented by: Michael Noel, c/o Community Transportation Association of America (CTAA)

        Cost: 

        • PPTA Members: $190
        • Out of State: $395

        Lodging: Hotel information will be posted shortly. 

        Meals: Lunch and breaks will be provided during the training. Please indicate any dietary restrictions on your registration.

        Attire: Casual. Because it can be a challenge to keep the meeting room at a temperature that accommodates everyone, we recommend bringing a sweater or jacket to stay comfortable.

        Available Seats: 25

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