Valerie Williams said two quotes help her shaped her days. “With God all things are possible,” and “If you fail to plan, you plan to fail.”
Prior to transitioning into the public sector of pupil transportation, Williams spent 20 years in corporate America working in human resources management and customer service for companies such as the Austin Police Department, Dell Inc., Westinghouse Motor Company, Bank of the Hills and LaPetite Academy.
She said her pupil transportation career started in November 2011 as a crossing guard for Parkside Elementary School. At the time she owned her own wedding planning business and needed some extra cash for a vacation to New York.
Each year, School Transportation News chooses 10 Rising Stars based on nominations submitted by school districts and companies around the industry. These individuals have shown exemplary commitment and dedication in the student transportation industry and continue to demonstrate innovation in their roles. This year’s Rising Stars are featured in the November magazine issue.
She shared that her husband Terry is a school bus driver, trainer and third-arty examiner for Leander ISD transportation. He was the one who suggested to Williams that she come work for transportation as a school bus driver.
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“But the bus is too big for me so in February of 2012, I joined the team as a bus monitor, which is what we were called back in those days,” she shared, adding that during this time she assisted the special needs router with processing the legal transportation documents.
Then, in June 2015, she was hired on as the part-time routing assistant to replace someone retiring. “In that role I had the privilege of working side by side with Tracie Franco, the full-time special needs router at that time and now the senior director of Leander ISD transportation,” Williams said.
She noted that over the years she transitioned from part-time to full time and progressed to senior router. As the senior router, she said her job consists of overseeing the daily performance of general and special education routers as well as field trip specialists. She also identifies opportunities for improvement, defines processes and puts systems in place to help the routing and transportation department manage the complexities of the operation. She is also the project manager for the teams responsible for the relaunch of transportation’s website, the implementation of the district’s Register to Ride bus registration process and documenting transportation’s standard operating procedures.
“There are many things that I enjoy about my job,” she said. “First and foremost is working with a fantastic team. If I must pick the favorite part of my job, I would have to say that creating systems to improve processes so that everything operates like a well-oiled machine is very satisfying.”
Register to Ride
Williams explained that in an effort to “enhance security, ensure the safety of our students and staff, and improve the efficiency of our routes, we launched a new registration program for transportation.” For the first time this school year and in the history of Leander ISD, Williams said all eligible bus riders (new and returning) who wish to utilize transportation to and/or from school are now required to register for the service. She explained that they partnered with administrators, campus personnel, parents and Hillary Robbins, the regional partnership director at K12 Insight to launch a new and improved Transportation website using the Let’s Talk platform for the Register to Ride bus registration process.
“In the transportation industry as a whole, when someone wants to travel whether it is by plane, train, cruise ship, metro bus or rail, they are required to make a reservation or register to ride,” she explained.
In the past, she said routes for students with disabilities were based on actual riders, whereas routes for general education students were created for eligible riders. This year, general education routes will also be created based on actual riders.
She explained that by requiring registration, transportation can ensure that all riders have been registered and are approved riders. Other benefits are only actual riders have been assigned to bus stops and staff can now quickly identify when a bus is approaching its maximum seating capacity, thus limiting the number of over-crowded buses that the district previously experiences at the start of the year.
Williams added that staff also leveraged K12 Insight’s Let’s Talk platform to revamp its transportation process. Benefits include having all the Register to Ride information in one location, directly on LISD transportation website and allowing parents/guardians to register from the convenience of their home.
She added that registration forms are then loaded into Let’s Talk, which allows the customer to change the content into the language of their preference. Leander ISD transportation has 13 different languages available in their forms to better improve the customer experience.
“In the past, campus personnel submitted bus service request forms, on behalf of the parents, to the routing department,” Williams shared. “With those submissions we found that very often, parents were either not ready to start transportation, or they wanted service only in the mornings or only in the afternoons or vice versa.”
By using Let’s Talk, she said transportation is are putting the power in the hands in the parents and guardians to register when they are ready to use transportation for their children and can communicate with transportation directly what service they need.
“Over the years we have observed that since the routing department is responsible for assigning students to bus routes, some people think that routing is responsible ‘for everything,’” she added. “However, that’s not true. In addition to drivers and bus assistants, we have a team of professional staff members who play a major role in pupil transportation including administrative assistants, assistant directors, dispatchers, mechanics, team leaders, technology systems specialists and trainers. Through Let’s Talk’s ability to support two-way communications, our customers (external and internal) can ask questions and share feedback while having the confidence that their question, concern or comment is getting to the right person in the right department.”
Hillary Robins, an ed tech specialist with K12 Insight, wrote in her nomination of Williams that she consistently demonstrates innovation, attention to detail and a deep passion to their community and team.
“Valerie’s commitment to finding more efficient uses of technology, including implementing a customer service platform for their transportation department, has greatly enhanced the services provided to families, showcasing her dedication to excellence and continuous improvement,” Robins wrote. “She has transformed their transportation department with the use of AI and by building registration forms to automate incoming inquiries. Additionally, she has effectively leveraged their customer service platform to monitor sentiment across the transportation department, ensuring a proactive approach to addressing community needs.”
Williams said internal and external communications go through Let’s Talk, plus they are dated and time-stamped so staff is better able to keep track of the conversations. The feature will allow the district to eliminate the need to monitor several different email accounts, as well as copy and pasted comments from various emails.
Challenges Amid School Start Up
Williams said one of the biggest challenges the routing department faced amid school start up was processing registrations that were submitted after the June 14th deadline. She noted they are a small team of 10, consisting of one routing supervisor, two senior routers, two general transportation routers, two special transportation routes, two field trip specialists and one field trip/routing assistant, that have to manage 11,000 active riders.
“With a shortage of drivers, our routers also are driving routes morning and/or afternoon so this limits the amount of time that they have at their desk to be able to process registrations and assign students to routes,” she said.
She noted the team is working to combat this with an “all-hands-on-deck” mentality. “In addition to the routing team, our administrative assistants, drivers, dispatchers, assistant directors, even our senior director of transportation have jumped in to help get students assigned to bus routes,” Williams said.
Department Goals
Williams added her goal is to ensure that 100 percent of Leander’s riders are registered. Additionally, she hopes to continue to collaborate with the K12 Insight team to find more creative solutions through Let’s Talk to help transportation streamline and automate its current processes. Other goals include continuing to improve the customer service experience and to look for opportunities to “work smarter, not harder.”
Finally, she said for the next school year she wants to enhance the Register to Ride campaign, with the goal of having 95 percent of riders Registered to Ride by this coming June 1.
Outside of LISD transportation, Williams said her and her husband enjoy volunteering with their ministry by conducting Bible study sessions with individuals, couples and families in their community. She also enjoys crafting, gardening, interior decorating, painting furniture and DIY projects.
Read the profiles on the Rising Stars in the November issue of School Transportation News.
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