NORTHEAST TRANSPORTATION WORKFORCE CENTER Environmental Work in the Transportation Sector Career Profile

NAME: Emma Chapman TITLE: Bike Train Operator DEGREE: History of Art and Political Science, COMPANY: Divvy Bicycle Share, Motivate Architectural History & Urban Studies International, Inc.

“Divvy is Chicagoland’s bike share public transportation—a mature months ago, and CDOT has system, with 6,000 bikes available at established industry. Bike retained their ownership rights. 570+ stations across Chicago and share actually showed up in Bike share rebalancing is a big Evanston. Divvy provides residents the 1960s but didn’t take off; part of operating a bike share and visitors with a convenient, fun operational and management and affordable transportation system and usually occupies challenges prevented success, option for getting around and over half of an operating but in the last five years has exploring Chicago. budget. Rebalancing is needed made a comeback in many particularly during weekday Divvy, like other bike share systems, cities following urban trends rush hours, taking bikes from consists of a fleet of specially with better management, full stations and bringing them designed, sturdy and durable bikes maintenance, systems, that are locked into a network of to empty stations. Nearly all equipment, and operations. docking stations throughout the bike share systems use vans to region. The bikes can be unlocked Divvy started in 2013, and I “rebalance” bikes, but I use a from one station and returned to started working there in June “Bike Train,” operating a large any other station in the system. 2018 as a “rebalancer”. I tricycle that has a couple of People use bike share to explore actually moved to Chicago the trailers and load bikes on the Chicago, commute to work or school, week before Divvy started, so I back of trailers to haul. The run errands, get to appointments or social engagements, and more. witnessed Divvy’s roll-out and tricycle is “pedal assist” with have seen Divvy grow. Divvy, a motor and a small battery. Divvy is available for use 24 hours/ and bike share in general, The program started when I day, 7 days/week, 365 days/year, personifies sustainability, getting joined, and I am the first person and riders have access to all bikes people out of cars and giving in Chicago to do this. We’re and stations across the system.” them some exercise, all while definitely figuring it out as we Source: www.divvybikes.com/about getting where they need to go. go, but as a start up, we have a lot of flexibility. Divvy is run by Motivate, a What is your current role private operator that operates How did you get to this at the organization? Q: other bike share companies, Q:point in your career? Any I work for Chicago’s but Divvy is owned by the City key points along that pathway? public bike share system, of Chicago’s Department of A: From the beginning, Divvy, which is actually the Transportation (CDOT). Lyft I’ve been interested in “newest” advancement in bought Motivate a couple of A: learning how things work, Page 1 building, and putting things Washington Metropolitan Area witnessed WMATA have their together, “Playing” with Lego’s Transit Authority (WMATA). largest accident in history: led to working for a couple I was tasked with delivering two trains collided because of architects throughout high an Asset Management Plan of failed signals, and I was on school and college, where I also for the Authority. I inventoried the train behind the one that learned drafting skills and how their entire system: quantities crashed—nine or ten people to work with clients. and types of rail cars, signals, died. It was a matter of making switches, tracks, stations, and one train and not the other, I liked the industry but wasn’t buses etc.; what needed to so clearly it was a really big sure I wanted to “be” an be fixed and when, etc., which deal, especially because I had architect because I was much actually made me want to work worked on that report and more interested in larger for them inside their agency to realize how moving around, systems, the bigger picture, learn more. transportation, is inherently and the overall context. I knew dangerous; infrastructure must Yale had a good architecture Returning to Yale for my senior be maintained. program which I took some year and still perplexed by the advantage of, but I ended up city’s train station, I strove to WMATA offered me a job about taking more classes in history uncover why in my senior thesis, five months later in their division of cities, civilizations, policy, which ended up connecting of Long Range Planning, but the politics, and urban politics and transportation, transit, only way they could bring me became fascinated with New urban history, architecture, on was for a one-year position. Haven, the oldest planned city preservation all under one roof Having witnessed what happens in North America. However, and further clarified my passion when neglecting good asset what really struck me was how and desire to get inside the management, I took the gamble the City’s train station was so industry, starting with WMATA. because I really wanted to help far away from downtown as WMATA bounce back and serve Being offered a graduate cities had developed through their region. research fellowship for the railroads. Eno Center for Transportation WMATA was under enormous Knowing I was intrigued by rail, landed me in DC, sleeping on budget pressure and was history, and cities, I worked a couch after graduating, and I unable to extend the position for Parsons Brinckerhoff’s management consulting division, PB Consult, the summer before my senior year which introduced me to transit and transportation as an industry and a business I could work in. Parsons Brinckerhoff is a big civil engineering giant now owned by WSP and originally founded by the creator of New York City’s Subway, William Barclay Parsons. PB/ WSP does transportation work all over the world, and my client that summer was the

netwc.net Page 2 transportation bonds. Working with so many municipal transportation issuers running airports, toll roads, and transit systems intrigued me to join the Chicago Transit Authority (CTA) to manage the entirety of their debt, about $10 billion, which no one had done before. I was a “one-person department” which CTA is full of, and everyone works so hard. I loved the challenge and am proud of the work, but I was definitely in over my head and needed help through the non-stop chaos. into a second year, but Parsons Throughout the planning work, However, once I got my head Brinckerhoff’s Planning I became curious in how these around all of CTA’s obligations Department in New York was initiatives could be paid for and set up a debt management looking for Junior Planners, and started asking questions system, it actually clarified that and I also wanted to work about transportation finance, I needed to learn more about on more than just transit, so I but didn’t get any clear answers. finance before I could move moved to New York to work on Furthermore, I was growing a more things forward. all sorts of projects, including bit tired of the east coast, and transit. I worked in their New after visiting a friend in Chicago, I started looking into MBA York Office for three and a I decided a few years later that programs because they would half years, doing everything I wanted to move here and teach me what I hadn’t learned from subway extensions, transferred from the New York as well as help me make more commuter rail tunnels, bus office to their Chicago office to sense of what I have already rapid transit studies, public work on the Tier II FEIS for the been exposed to. As I was housing inspections, traffic Illiana Greenfield Toll Road. applying to MBA programs, I analysis, and air traffic studies. also got word that Divvy was I continued trying to figure It was fantastic. I was learning hiring bike train operators. I out how public infrastructure this stuff at twenty-two years thought that this would be great is paid for and out of the old, and I didn’t really know because I love riding my bike blue, applied to a job a Fitch what was going on, but I did and love transportation but had Ratings to issue ratings for know that if I worked hard and never worked in operations. I transportation bonds despite focused, I would help our clients wanted to try driving a bus or lacking finance experience. succeed. PB was passionate a train at WMATA, so I thought Fitch hired me because of about developing young talent that this would be a total change my planning and engineering (I was actually featured in their yet exactly what I was missing transportation work, and I joined company video which streamed because I had yet to actually their Global Infrastructure Group in the lobby), and they strongly work in operations. Working (GIG), where I stayed for about supported Young Professionals for Divvy has been a good two and half years and rated in Transportation (YPT), helping balance between being able over 300 revenue-backed the organization take off. to still help others and work in

netwc.net Page 3 transportation while being back each person feel important, body heals and that you can in school. valued, and appreciated which is build strength up. Looking at me vital to succeed in any field. on paper, I’m this accomplished Were there any over achieving ivy league kid experiences that helped What does a day in the Q: but I really care about making a to best prepare you for the life of your position look Q: difference and directly helping work that you do? like? others. My dad has always I go to the warehouse and What do you enjoy most been my champion set up all of the equipment A: A: about your job? throughout my career. He is my that I need to go out into the Q: best professional advisor and field. I perform safety checks, I absolutely love continually offers guidance, fixing things that needs to be A: constantly moving around, helping me throughout each fixed, and make sure everything being outside, and interacting stage sticking to simple is safe. I set up all of the lights with as well as helping anyone I principles: “understand before and batteries, check tire can (staff, the public, and other being understood; ask, don’t tell; pressure (there are 11 wheels!), riders). I also love how each day work together, asking how you assemble the rig and take it out. is completely different; I never can help, instead of shooting out I go to a few stations to pick up know what to expect upon commands.” bikes and drop them off where arriving at the warehouse. Part they are needed. That’s the of working for a “startup” is that In the context of where I am work. things are constantly changing, now, I actually had to convince from operations to admin. Divvy to hire me. They believed What skills have you that I was both over and under Q: gained in the work? Are Throughout my career, I’ve qualified for the job, but I said these unique or transferable to never accepted “no;” many “give me a shot.” I convinced other disciplines? have told me “no,” but I don’t them I’d be able to do the take it. Saying yes is about My dad has a workshop work because I know I can do making others feel valued in which I “played” around in anything I put my mind to. I also A: their work. The best part of growing up, so I am comfortable explained I wanted to be in the everything that I’ve gotten to do using tools and getting dirty, field, not stuck in an office. Out is actually see my “sweat equity” but now I know how to re- in the field, I am interfacing and help others. I’m also proud of wire electric and fix a flat tire interacting with mechanics and myself, knowing I had enough in under ten minutes! While people I had never been around confidence in myself to do this, being interviewed, I explained at CTA because I was in finance, actually move these 50 pound my background and relative and it was expected I’d only bikes, and show everyone physical strengths as well as do finance even though I still else that I could do it. No one weaknesses, convincing them wanted to learn as much about had done this before, and so I I could learn any new skills the entire agency as possible. learned how to do it without a required. I also told them I’m lot of help, especially once out Soft skills are important and pretty tough, even though I may in the field alone. require patience to obtain. not “look it” because I swam Working for Divvy has competitively for twenty years— What are some of the helped me practice every and swimming is an insane sport Q: challenges you have day interacting with so many where you have to go back and faced in the work? How did you different people, ensuring to forth for hours. I know what pain overcome them? respect everyone and make feels like. I also know that the

netwc.net Page 4 I say, “Let me try. If it people to do that, for work, What is something that A:doesn’t work, I’ll try a working for Divvy, is a huge Q: you want people to know different way.” For example, reward. about the work that you do? when I was loading and I’ve been really fortunate to Number one, to all the unloading these bikes for the have had so many opportunities women: learn how to be first time (six bikes go on a A: already, but hands down, I am comfortable being the only one; trailer and there are two trailers), most proud of the work that I just accept it and get used to it took me thirty minutes to load do for Divvy because I left an it. Don’t ask nor tolerate being one trailer, which is insanely “office” to do “manual labor,” treated differently than anyone poor, slow, and inefficient. Not a (“womanual labor” actually) else. DO the work and deliver good idea for any business. But, which has raised a lot of the job. I’ve gotten it down to roughly eyebrows. Combine that with six minutes per trailer because Number two: don’t stop asking getting an MBA, I’m definitely I figured out how to load more yourself what you want to learn; an outlier. For me, it’s not about efficiently based on my own size figure out how to understand how big the paycheck is. I want and physical abilities. Receiving whatever it is you want to know, my work to help others. Money feedback needing to speed up, and don’t stop asking questions. buys food and pays rent which I used the chance to improve matters, so if you’re not making Number three: figure out what instead of getting discouraged. as much, then don’t spend a lot. you don’t want first because that What are some of It’s not complicated. tells you what you do want— your own personal even when you don’t know what Q: Additionally, I’ve gotten used characteristics and values that that is yet. to being one of few women or make you a good fit for this the only woman around by now, Number four: go out of your type of work? whether it’s in a conference way and spend your own time I have a lot of energy. I room or in a warehouse; I’m to understand how something A:love moving around, being not scared of hard work and works; it makes the “job” you’ve outside, and staying active. I getting dirty to get the job been hired to do a whole also love biking, and getting done. I’ve earned respect lot “easier” because without people on bikes makes me because of my behavior and an understanding of how happy because it makes them have demonstrated that I am no something works, forget being happy. There’s just something different; we are all individuals able to fund let alone operate about riding a bike that makes who deserve to be treated or improve it. You’ve got to a person happy, and helping equally. understand how it works. •

netwc.net Page 5 Overview of Position as it Relates to schedule and (4) dependability. Additional skills Transportation include that one is able to be a team player, follow instructions, and solicit feedback to Rebalancers are an essential personnel within improve performance. One should have a drive the bike share industry. They are required to to learn about bikes so that they can effectively follow safe work practices and help to create a troubleshoot problems with bikes, be able to lift safe working environment as much of this work large amounts of weight, be active, have a good occurs on public streets and roads, often in cities. sense of judgment, and open to trying new ideas. Additionally, they assist drivers with safe vehicle operation and maintenance; address and report bike status, system events and rebalancing data About Divvy Bicycle Share as instructed. This all must happen to ensure Divvy is a program of the Chicago Department that users can access bikes where and when of Transportation (CDOT), which owns the city’s they must. Rebalancers are also responsible for bikes, stations and vehicles. Initial funding for troubleshooting; assisting with bike and bike the program came from station deactivation and federal grants for projects reactivation; communicating Bicycle & Pedestrian Initiatives that promote economic with dispatch and other recovery, reduce traffic “I’m thankful to be outside constantly duties as assigned. congestion and improve air moving, interacting with and helping quality, as well as additional the public, preserving the environment, funds from the City’s Tax Transportation as well as promoting Divvy and Increment Financing program. Program Manager cycling in general. Within Divvy, I like In 2016, Divvy expanded to sharing experiences from the field, the neighboring suburb of Rebalancers are responsible addressing and making repairs, as Evanston with a grant from for relocating bikes well as interacting with and learning the State of Illinois. throughout the system. from each arm of Divvy’s operations.” Rebalancers load and Additionally, Divvy is — Emma Chapman, Women of Divvy unload the vehicle with bikes operated by Motivate, a as well as dock/undock global leader in bike share. bikes at every station stop. A full-service bike share Rebalancers typically work under the guidance operator and technology innovator, Motivate and supervision of a Management team focused works to re-envision how people experience and in delivering services to clients. move around cities. Emma is the Inaugural operator of the Divvy Source: www.divvybikes.com/about Bike Train to supplement system-wide bicycle rebalancing; assists in other operations and administrative functions as needed. Type of Planning Projects Carried Out at Divvy Bicycle Share

Overview of General Skills and Bringing Divvy to Chicago Requirements During this project Divvy established 580 bikeshare stations with 5,800 bikes across The general skills and requirements of a bike train Chicagoland. Riders can buy a pass from a Divvy operator/rebalance are (1) a high school diploma, station kiosk or mobile app, or become an annual equivalent, or exceeding (2) a valid driver’s license member. or ability to operate a bike trailer (3) flexibility in

netwc.net Page 6 Key Skills Abilities Needed for Success ⊲⊲ Reading Comprehension – Reading work- ⊲⊲ Written Comprehension – Reading and related information. understanding what is written. ⊲⊲ Complex Problem Solving – Noticing a ⊲⊲ Oral Expression – Effective spoken problem and figuring out the best way to communication. solve it. ⊲⊲ Written Expression – Effective ⊲⊲ Critical Thinking – Thinking about the pros communication in written form. and cons of different ways to solve a problem. ⊲⊲ Deductive Reasoning – Using rules to solve ⊲⊲ Active Listening – Listening to others, not problems. interrupting, and asking good questions. ⊲⊲ Inductive Reasoning– Making general rules ⊲⊲ Judgment and Decision Making – Thinking or coming up with answers from lots of about the pros and cons of different options detailed information. and picking the best one. ⊲⊲ Oral Comprehension – Listening and ⊲⊲ Coordination – Changing what is done based understanding what people say. on other people’s actions. ⊲⊲ Problem Sensitivity – Noticing when ⊲⊲ Active Learning – Figuring out how to use problems happen. new ideas or things. ⊲⊲ Fluency of Ideas – Coming up with lots of ⊲⊲ Systems Evaluation – Measuring how well a ideas. system is working and how to improve it. ⊲⊲ Near Vision – Seeing details up close. ⊲⊲ Systems Analysis – Figuring out how a ⊲⊲ Originality – Creating new and original ideas. system should work and how changes in the ⊲⊲ Information Ordering – Ordering or future will affect it. arranging things. ⊲⊲ Time Management – Managing your time ⊲⊲ Visualization – Imagining how something will and the time of other people. look after it is moved around or changed. ⊲⊲ Monitoring – Keeping track of how well people and/or groups are doing in order to make improvements.

This material is based upon work supported by the Federal Highway Administration under Agreement No. DTFH6114H00025 & DTFH6116H00030. Any opinions, findings, and conclusions or recommendations expressed in this publication are those of the Author(s) and do not necessarily reflect the view of the Federal Highway Administration.

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