Metro News Release
For immediate release: May 18, 2005
Metro selects Red Line Manager to improve reliability
A senior subway manager, who started as a bus driver and worked her way up through the ranks, will run the oldest and busiest Metrorail line, transit agency leaders announced Wednesday.
Belynda J. Jones, who has been managing train and station operations for the Orange, Blue and Yellow lines, will now be in charge of the Red Line. An Orange/Blue and a Yellow/Green Line Manager will be announced by the end of the year. Earlier this year, an outside peer review panel, made up of officials from six major subway systems recommended appointing line managers and making them responsible for service from end to end as one way Metro could improve rail reliability.
"If we divide the whole system into three lines, it allows us to more closely monitor rail service and there is a better focus on customer service. We believe this will mean an even more safe, reliable, clean and customer-friendly system," said Metro CEO and General Manager Richard A. White.
Each line manager will be directly responsible and accountable for all aspects of rail service, including a delay-free and safe trip, customer service, maintenance and clean stations and trains. Jones will be managing a team of nearly 500 employees from janitors and train operators to station managers and customer service representatives.
"The line manager concept is consistent with the steps Metro has been taking to improve accountability, customer service and reliability," said Dana Kauffman, Metro Board chairman.
A key member of each line manager’s team will be the customer service manager. Bob Hester, who has been providing a high level of customer care for Metro for the past four years, will fill the post. Hester and Jones will spend much of their time in Red Line stations and on trains. Jones - a 31-year Metro veteran - will be focusing primarily on daily rail service. She and her team also will be investigating employee performance, broken equipment and cleanliness complaints. Hester will focus on the Red Line’s appearance. His goal is to respond to customer comments within 24 hours.
"This is the best of both worlds, matching a seasoned operations superintendent with a model employee who has the customer service savvy of Disney," Steve Feil, Metro’s chief operating officer, said.
Hester, who has 14 years of customer service experience, was a store manager for the Walt Disney Company. His store ranked in the top 15 for customer service of all Disney stores nationwide.
Pictures of the Line Manager and contact information will be posted throughout Red Line trains and stations. Jones also will be introduced to riders through station and train announcements. Customers can speak to her in person or contact her by telephone or e-mail, beginning with the debut of the pilot program on June 1.
News release issued on May 18, 2005.