Transit Systems 2024-05-30 2024-07-04

Paratransit Services Contract Administrator

Hampton Roads Transit
Norfolk, Virginia

Job ID: 156419
Job Status: Full-time

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. In addition to rewarding careers and professional development opportunities, we offer unmatched benefits and competitive wages in a stimulating environment that will provide you with the flexibility and training tools to grow.

The Paratransit Services Contract Administrator assures the efficient operation of Paratransit Services. The Paratransit Services Contract Administrator oversees the Paratransit staff (either in house or contracted services) in performing daily transportation services and eligibility process. This individual works with transit staff in the coordination of a Travel Training Program and any necessary additional client medical assessments. Project manager for all Paratransit contracted services to ensure that scheduled services operate efficiently and that all contractual obligations are met. The Administrator monitors the timely response to applicants regarding the eligibility process. Plans, supervises, and evaluates daily Paratransit transportation from service levels and budgetary guidelines. Performs random daily service observations to ensure HRT customers are receiving safe and reliable transportation service.

Essential Job Functions:

  • Monitor all phases of the Paratransit departments’ processing of Paratransit service applications for all new and recertified clients, insuring all are processed in strict compliance of ADA regulations.

  • Monitor standard medical assessments, by medical professionals, as needed for applicants within the assessment process.

  • Monitor all phases of Paratransit daily service to ensure scheduling and operations deliver service within ADA guidelines and HRT required standards (On Time Performance, Productivity, etc.)

  • Collect and submit monthly KPI and NTD data for Paratransit related services.

  • Monitor daily performance of reservations, scheduling and service operations to ensure established standards are met and maintained.

  • Implement and monitor a Travel Training program within the operations division and with outside agencies, assisting them with the curriculum and the necessary funding to maintain the daily operation of the program.

  • Provide direction and assistance for travel instruction plans outlining the teaching processes for both individual and groups of trainees, to include but not limited to route training, mobility training, and bus familiarization.

  • Develop independent travel and mobility training for eligible riders designed to educate paratransit eligible clients how to use fixed route transportation service.

  • Supervise, instruct, counsel and coach eligibility and training staff, enforcing HRT rules and policies, general appearance, and readiness to work; documents daily activity as required.

  • Evaluates daily bus schedules and recommends Paratransit service modifications to increase efficiencies in grouping Paratransit customers on regular route services. Development of systems to improve the effectiveness of the service area.

  • Collect and submit participant information to project staff.

  • Prepare and deliver presentations to both internal department and outside agencies as needed.

  • Maintain a thorough knowledge of all fixed routes, fare structure, operating procedures, geography, and landmarks of the area.

  • Meet with City and private agencies to develop plans and schedules for increasing ADA environmental compliance within HRT’s service area.

  • Maintain a considerable knowledge of HRT policies and procedures, rules and regulations affecting transit operation.

  • Work on departmental and interdepartmental projects, committee work, and communicate with management teams regarding all important issues involving Paratransit services.

  • Monitor daily real time performance of service and communicate OTP and Productivity concerns with Operations GM to ensure HRT customers are receiving quality and efficient services.

  • Monitor daily real time performance of reservations/customer service division and communicate concerns with the Call Center GM to ensure HRT customers are receiving quality and efficient services.

  • Enter information from daily reports into computer; and prepare and generate daily, monthly, and special reports as required.

  • Maintain information related to traffic conditions, street information and emergency conditions.

  • Keep Director of Contracted Services and Operational Analysis informed of any problems through effective communication.

  • Answer inquiries about transportation services, routes, schedules, stop locations, and fares.

  • Participate in staff meetings and attends other meetings, training sessions and seminars as required.

  • Develop and maintain departmental marketing and public relations strategies and materials promoting public transportation for all residents.

  • Conduct field assessments and develop training plans for clients with mobility and/or cognitive limitations.

  • Conduct field assessments and record audits of Paratransit operations and maintenance services.

Knowledge, Abilities and Skills:
Ability to use independent judgment and initiative in accordance with the accepted policies and procedures when faced with difficult or emergency situations. Ability to remain courteous and tactful under stress and pressure from customers, vehicle operators, and co-workers. Considerable knowledge of the service area, routes and of types of equipment. Considerable knowledge of ADA guidelines and principals governing ADA provided services. Ability to work independently. Ability to concentrate for long periods of time. Ability to speak clearly and concisely and to understand views and concerns of others. Ability to comprehend verbal information transmitted via radio or telephone and to speak in a manner that will be clearly transmitted by radio or telephone. Ability to read schedules, street maps, and local aids, and comprehend directions of travel. Ability to enter, correct and retrieve data using spreadsheets and word-processing software. Considerable knowledge of HRT policies and procedures, rules and regulations affecting transit operation. Knowledge of HIPAA principals and processes for providing customer and personal information services. Ability to assess customer needs, setting and maintaining quality service standards and evaluate customer satisfaction. Critical thinking, using logic and reasoning to identify strengths and weaknesses of alternative approaches, conclusions, and solutions to problems.

Three years' Transit/Paratransit experience and/or equivalent experience and education required; 3 years’ experience in a supervisory/management capacity.

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Transit Job Listing - Paratransit Services Contract Administrator