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Reports to: Director of Operations

FLSA Status: Exempt

Grade: M-7

Benefits: Eligible for health insurance, dental insurance, vision insurance, life, short-term/long-term disability insurance, paid sick, paid vacation, paid holidays, 457 (b).

BRIEF DESCRIPTION:
This position is responsible for planning, coordinating and overseeing, the design, implementation and continuing operation of all ADA paratransit service-related activities delivered to METRO including eligibility certification, call center operation, scheduling, dispatch, and provision of ADA paratransit services. This position is responsible for all requests for paratransit 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 overall supervision of METRO’s LINKS Paratransit division, including 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 or recommendations for bus, light rail, paratransit, facilities, and equipment, preparing and updating ADA program documents, acting 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.

• Administers department by planning and setting goals and standards for the department, overseeing and delegating work to department staff, establishing, reviewing, and modifying department policy, resolving employee issues and grievances, providing direct and indirect supervision to department personnel, and resolving employee issues and grievances.

• Manages the department by developing, managing, coordinating or monitoring policy as it relates to complaint management; develop good working relationships with staff and operators. Willingness to learn all scheduling/dispatch office procedure and act as a backup in the LINKS office when the staff is short-handed or experiencing 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 direct and indirect supervision to lower-level personnel.

• Recommendations regarding policy development and implementation are made and/or recommended. Evaluates customer satisfaction develops cooperative associations 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 in at the college level or above. However, it may be obtained from experience and self-study.

JOB REQUIREMENTS:

• Four (4) years of college resulting in a Bachelor’s degree or equivalent from an accredited college or university in Transportation, Transportation Planning, Business Administration, Public Administration, Vocational Rehabilitation, or a related field.

• Additional directly related experience beyond the minimum requirement may substitute for the required education based on the ratio of one and a half (1.5) years of experience for each (1) year of

• A minimum of three (3) years of progressively responsible management, administrative, or supervisory experience. Paratransit management and/or ADA compliance experience a plus.

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 accommodations 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 makes 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, uses time efficiently and develops realistic action plans

• Make comprehensive records and reports.

• Establish and maintain cooperative working relationships

• Handle difficult people and situations

• Learn agency and department operating policies, procedures, systems, methods, and tasks

Learn More/Apply: https://rrmetro.org/about/learn-more/employment