NOTE: Interested applicants should submit a cover letter, resume and a completed application. BRIEF DESCRIPTION
This position is responsible for planning, coordinating, and overseeing, the design, implementation and continuing operation of all ADA paratransit and micro transit service-related activities delivered to METRO including eligibility certification, scheduling, dispatch, and provision of ADA paratransit and micro transit services. This position is responsible for all procedures and transit service, information regarding the service and eligibility; administers contracts for client intake and eligibility determination; disseminating information in appropriate formats regarding the ADA paratransit services and eligibility application procedures, and ensuring that requested services are provided in the most cost-effective and appropriate manner; assists in the development of vehicle specifications, and development, award and monitoring of service provision contracts. ESSENTIAL FUNCTIONS Responsible for the daily operations of METRO's Specialized Services. Monitors compliance with ADA; customer communications, data collection and analysis and Federal reporting. Oversees and directs policy on compliance with ADA and other applicable state and federal laws by monitoring plans, programs, and services, developing policies, recommendations, and training for multimodal operations , facilities, and equipment. Prepares and updates ADA program documents, acts as a liaison to government entities in program/facility audits/reviews, monitoring regulations and legislation in program areas, and developing responses to proposed rulemakings in program areas or recommend policy changes to comply with new regulations. Plans, sets goals and standards for the department, overseeing and delegating work to department staff, establishing, reviewing, and modifying department policy, accessing, and assigning applicable discipline, resolving employee issues and grievances, providing supervision to department personnel. Access and assign applicable discipline for Paratransit agreement employees covered under the collective bargaining agreement. Resolves employee issues and grievances, providing supervision to department personnel. Manages complaint management process for the department; develop good working relationships with staff and operators. Must learn all scheduling/dispatch office procedure and act as a backup in the Specialized Services office during staff shortages or operational difficulties. Work involves problem-solving and mediating highly conflicting, unexpected, and unusual problems involving multiple groups. Applies broad management responsibility for a large program or set of related functions. Provides supervision to direct reports. Recommendations regarding policy development and implementation are made and/or recommended. Evaluates customer satisfaction, builds positive relationships with internal and external stakeholders, and utilizes resources to continuously improve customer satisfaction. Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and/or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively. Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents. Ordinarily, such education is obtained at the college level or above. However, it may be obtained from experience and self-study. JOB REQUIREMENTS Bachelor's Degree in business, public administration, planning, or closely related field with at least three (3) years progressively responsible experience OR Associate's degree in business or closely related field with at least (5) years progressively responsible experience OR High School diploma with at least seven (7) years of progressive related transportation work experience and on the job training Must have a minimum of two (2) years supervisory experience. General knowledge of MDTs, AVL, and vehicle camera systems. (Preferred) Extensive knowledge and experience labor contract interpretation, and administration, and the ability to develop, interpret and communicate policies and procedures, contract language, etc. Strong labor investigative and organizational skills. Incumbent will be subject to responding to work-related issues and emergencies outside of core working hours. Required to possess CDL w/Passenger Endorsement or have the ability to obtain within designated probationary period. KNOWLEDGE METRO's policies, procedures, and functions. Knowledge of the organizations and operations of administrative programs. Statistical and research methods as applied to public transportation planning. Federal, state, and local rules and regulations on accessibility. Principals and techniques of personnel management and supervision. Project management, analysis, and evaluation. Knowledge of Americans with Disability Act (ADA) sufficient to ensure compliance. Comprehensive understanding of medical terminology. Laws, regulations, and reporting requirements dealing with persons with disabilities and the elderly. Various kinds of disabilities, their related functional abilities, and related accommodation tools. Adaptive technologies and available accommodation for persons with disabilities. Appropriate terminology in discussing disabilities, and related functional limitations in accessing fixed route service. SKILLS & ABILITIES Advanced word processing, spreadsheet, presentation, and database software Specialized software related to functional area. Establish and maintain effective relationships with other management staff, employees, and the general public in a team-oriented environment. Present facts and recommendations effectively in oral and written form Professionally maintain composure and effectiveness under pressure and changing conditions Establish , monitor, and control projects and schedules. Provide technical advice to professional and technical staff in solving complex issues, regulations, and compliance problems. Display willingness to make decisions, exhibits sound and accurate judgment and make timely decisions. Interpret , analyze, and apply the general guidelines of the ADA transportation provisions in establishment of METRO policies related to disabled and elderly services. Prioritize and plan work activities, use time efficiently and develops realistic action plans. Make comprehensive records and reports. Establish and maintain cooperative working relationships. Ability to navigate stressful situations and administer conflict resolution procedures. Learn agency and department operating policies, procedures, systems, methods, and tasks. DIRECT REPORTS Paratransit Operators Paratransit Dispatchers Paratransit Schedulers Eligibility Specialist BENEFITS
Eligible for employer paid health, life and disability insurance, dental insurance, vision insurance, paid sick, paid vacation, paid holidays, 457 (b) deferred compensation retirement plan. EMPLOYMENT STATEMENT
METRO is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.
