One word to describe yourself: Perceptive
Alma Mater: State University of New York at Buffalo
Fun fact about yourself: I am the “baby” of a large family. I have seven sisters and one brother!
Favorite station or stop that you have ever visited or frequent (and why): The stop I wait at for my commute at South Park Avenue and Harding on Route 16 is not that remarkable for a local stop in the city of Buffalo. However, a few summers ago a neighbor started taking it upon herself to plant flowers at the stop and in the adjacent strip of grass transforming it into a beautiful garden. It's fun to watch the flowers start growing in spring and blooming in the summer. This simple act of kindness to beautify a tiny piece of the city exemplifies why Buffalo is the City of Good Neighbors.
Favorite route you have ever ridden or frequent (and why): Johnstown Inclined Plane (CAMTRAN). It was my first ever transit trip that I can remember, I was born blocks away, it’s historic, it saves lives; it’s steep and just cool.
Rachel A. Maloney Joyner is an ambitious woman in transit with the ability to see things from various vantage points, connect the dots and always consider the human aspect of every decision. She knew in graduate school that transit would be her future as she quickly learned it is the great connector that can truly transform a community and its people. With more than a decade of service to the industry, she brings experience in planning projects, facility construction, grant management, public engagement, policies and regulations and operations.
In 2009, she began working at the EMTA in Erie, Pa., as the paratransit manager and moved into the role of grants and planning manager, overseeing the planning and design of the joint operations facility project. She’s been with the NFTA since 2012, continuing to prove herself to be diligent and industrious, as evidenced by her progressive work responsibilities and rapid ascension within the authority. Her roles include senior transportation planner, planning project manager for the Metro Rail Expansion Project and her current role of manager of bus and special service operations.
Initially she succeeded at managing JARC and New Freedom grants and to establish and to facilitate the Citizens Advisory Committee (CAC). The goal of the CAC was to bring together and build relationships with 25 organizations and riders to advise NFTA-Metro and the board of commissioners on issues facing riders and ongoing initiatives. She carried out the Metro Rail Expansion, the biggest proposed capital project in the agency’s history, through an alternatives analysis and environmental review; helped plan the redevelopment of the light-rail transit facility, a historic train shed called the DL&W; worked on various corridor projects; and a project called Go Buffalo Mom that helps at risk moms save for a transit pass to attend their prenatal doctors’ appointments. She now finds herself responsible for the success of more than 500 operators, supervisors and station managers for fixed route and paratransit.
She sees her most important responsibility as supporting, developing and providing guidance for those who carry out the critical daily operations. As a regular bus rider herself, she experiences and sees the challenges of both the operators and riders, which helps bring a unique perspective to her leadership position. A year into this role, she’s helped negotiate a new ATU contract, is working to rebuild relationships with the operators and has helped reengage and bring a renewed sense of purpose to the accessibility advisory committee.
She has received both state and national industry recognition as a transit professional. She has participated and graduated from multiple development programs, including New York State’s Public Transportation Association’s mid-manager program and APTA’s Emerging Leader, Class of 2016. She recently served her first term as a national alumni mentor, giving her the opportunity to step out of the daily grind to think holistically and deeply about the issues and opportunities facing planning and the transit industry. She’s been recognized locally for her commitment to her adopted hometown as a Buffalo Business First 40 under 40.
Her passion for transit doesn’t stop with NFTA-Metro. She’s also an adjunct professor in the School of Architecture and Planning at the University of Buffalo where she teaches a graduate level course titled Transportation, Land Use and Urban Form. She’s proud of this role as it gives her the opportunity to give back to the university and build and shape the next generation of transportation planners and practitioners. She has also served as the Regional Gannon University GIVE Day Coordinator and served as a Big Sister through Big Brothers Big Sisters. She also helps bring NFTA-Metro into the community, jumping at the opportunity to participate in work-related volunteer events including customer appreciation and community outreach events.
Is there a specific experience that led you to where you are today?
My grad school experience shaped my passion for transit. While it may seem obvious to me now, I became acutely aware of the importance of transportation and its role in all aspects of a city. Transportation is the literal thread that connects everything—economic development, housing, jobs, individual opportunities, etc. Ensuring equitable access and the mobility of our citizens are key components of a thriving community. I quickly learned and became frustrated that transportation is often an afterthought, ignored or only thought about when it comes to answering the questions “how many parking spots do we need?” or “how are people going to get to work at this newly developed job site?” I wanted to be a part of changing the narrative and working towards a more sustainable future for transportation and land use. But the very moment that led me down my transit career path occurred at the kitchen table in my hometown. As grad school was winding down, I was at home in Erie visiting my mom. We were sitting at the kitchen table drinking coffee and reading the Sunday paper and I saw my first job posted in the help wanted ads. I applied, interviewed and was hired! Yes, I literally responded to a newspaper ad for my first transit job – how old school.
What do you enjoy most about your job?
Most days - everything! I feel lucky to work in an industry I am so passionate about. Knowing that we are moving our community by providing safe, reliable and friendly service every day, even in the worst of Buffalo’s snowstorms, carries me through, even on the not-so-great days (because not every day is great). Being able to serve and support those who are doing the hard work of delivering our services to our community – our operations team – is the best part of my job.
What’s the most challenging part of your job?
One of the biggest challenges in my current role has been redefining my definition of what a productive day looks like. I joke that my old job was to literally plan all aspects of my day, what meetings I have, what reports need done, what documents need reviewed, what events need scheduled…my days were a Gantt chart, very structured. I have had to learn to be fluid and go with the flow of the day. My idea of productivity now is who did I talk with, did I get to connect with my team, did I listen to someone today and did they feel heard and appreciated, did I help someone walk through an issue (and did I still get a couple things off my list)? One of the most challenging things I have ever encountered in my career is facilitating public meetings. Having meaningful and genuine community engagement must go beyond the public meeting but successful efforts are very difficult to plan and implement. Worth it, but difficult.
Accomplishment you’re most proud of and why?
Successfully making the transition from planning and project management to operations. In a very short time, I have been successful at navigating the operation of three separate stations with very little, ok no, experience in big bus operations.
Best advice/tip/best practice to share from your area of expertise?
Unless you are a technical expert in a very specific field, chances are there is not a manual for what you do, so it is up to you to take on new challenges and opportunities without a map. Learn something new every day, continue to grow and figure it out. Talk to people, ask questions and use the network of peers and mentors you’ve built. Learn how to communicate respectfully and effectively with everyone and build trustful relationships with your colleagues. Most importantly – have fun.
