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Description:
Directs, manages, and implements operational strategies and objectives to ensure the achievement of the organization’s goals for mobility services, customer service, and customer advocacy programs which may include paratransit eligibility program, service contracts, and customer complaint programs. Provides oversight and policy direction on compliance with the Americans with Disabilities Act and other applicable state and federal laws. This position is responsible to improve business and community support for the agency. Develops and distributes information that explains how to utilize the available resources in meeting the diverse travel needs of the Central Florida community. This position supervises the Manager of Paratransit and Manager of Customer Service. This position reports to the Chief Operations Officer.

Essential Functions:

• Oversees the Paratransit and Customer Service divisions.

• Establishes contract management strategy for paratransit and NeighborLink services; provides contract management expertise in implementation, execution, and administration.

• Develops, manages, coordinates and monitors policy as it relates to complaint management; establishes or recommends policies for enhancing complaint management and customer service; oversees the complaint resolution process; enhances the quality of customer service response by advocating to leadership programs that will improve customer satisfaction in complaint resolution; recommends or creates policy to resolve issues.

• Oversees a large combined call center, scheduling, and dispatch operation, as well as fixed route, paratransit and Flex service delivery, including customer service functions and lost and found operations.

• Oversees and directs policies on compliance with ADA and other applicable state and federal laws by monitoring plans, programs, and services; developing policies or recommendations for fixed route, paratransit, facilities, and equipment; providing direction and technical support in vehicle procurement and facility designs to ensure accessibility; preparing and updating ADA program documents; acting as a liaison to government entities in program/facility audits/reviews; providing direction and technical support to management; developing corrective actions and implementation plans to resolve any audit/review/findings/recommendations; 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.

• Promotes, enhances, and facilitates access to transportation services, including integration and coordinating services for individuals with disabilities, older adults, and low-income individuals, including developing new ways to remove barriers for transportation to and from jobs and employment support services for individuals with disabilities.

• Monitors contracted carrier for compliance and to identify service trends or needs; cooperates with area transportation service providers to ensure optimal transportation opportunities; develops and administers new programs to support coordinated transportation; identifies short and long term planning needs and develops programs to implement transit planning efforts; and institutes and maintains a performance monitoring system sufficient to provide the statistics necessary to make quarterly assessments of all services provided.

• Administers department by planning and budgeting; ensures completion and timely submittal of all local, state, and federal grant applications and reports; sets goals and standards for the department; oversees and delegates work to department staff; establishes, reviews, and modifies department policy; resolves employee issues and grievances; provides direct and indirect supervision to department personnel; and resolves employee issues and grievances.

• Makes public, advisory, community, and Board of Director presentations on various matters, including the benefits of mobility management for the community and building supportive community networks.

• Performs other duties as may be required or assigned.

Required Qualifications:

• Bachelor’s degree from a regionally or nationally accredited institution in transportation, business administration, public administration or a related field.

• A minimum of eight years of professional experience in paratransit operations.

• Qualifying experience must include supervisory experience.

• Two additional years of directly related experience beyond the minimum required may be substituted for one year of required education.

Desired Qualifications:

• Master’s degree from a regionally or nationally accredited institution in transportation, business administration, public administration or a related field.

• Ten years of experience or more in paratransit operations.

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