Assistant Paratransit Services Contract Administrator - #1690872

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 Assistant Paratransit Services Contract Administrator ensures the efficient operation of Paratransit Services. The Assistant Paratransit Services Contract Administrator monitors the Paratransit staff (either in house or contracted services) in performance of daily paratransit transportation services and the paratransit eligibility process. This individual will work with transit staff in the coordination of a Travel Training Program and any necessary additional client medical assessments. This position works closely with the Project Manager for all Paratransit contracted services to ensure that scheduled services operate efficiently and that all contractual obligations are met. This position 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 provided on HRT vehicles along with any additional contracted service providers.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Monitor all phases of the Paratransit departments’ processing of Paratransit service applications for all new and recertified clients, ensuring all are processed in strict compliance with 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 provide service within ADA guidelines and HRT required contractual 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 obtaining 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.
• 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 fixed route 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 Paratransit rider information to project staff as needed.
• 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, popular rider destinations and traffic patterns throughout the service area.
• Meet with City and private agencies to develop plans and schedules for increasing ADA environmental compliance within HRT’s service area (i.e. “paths of travel”).
• Maintain a considerable knowledge of HRT policies and procedures, rules and regulations affecting all transit operations.
• Work on departmental and interdepartmental projects, advisory 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 the Contracted Services Director 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 the required tracking software(s) 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 attend 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.
• Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Prepare and/or coordinate with other departments any documentation required in support of the FTA triennial reviews, drug and alcohol audits, independent audits, state audits, EEO Program audit, etc.
• Performs other duties as assigned.

Required Knowledge, Abilities and Skills essential to Job Functions:

Ability to work with limited supervision from the Paratransit Contracts Administrator. 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, fixed service routes and of types of equipment used. Considerable knowledge of ADA guidelines and principles 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 the 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, 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.

Required Software Knowledge and Skills essential to Job Functions:

Proficiency in using transit software systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.

Essential Software Applications:

Proficient in using Paratransit scheduling software is required. MS Windows, Word, Outlook, Excel, PowerPoint, and Google based programs.

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education:

Graduation from high school or GED

Required Experience:

3 years transit/Paratransit experience and/or equivalent experience and education required; 3 years experience in supervisory/management capacity.

Licenses or Certificates:

Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements:

This position is classified as essential personnel.

FLSA Status:

Exempt

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires frequent bending and kneeling. Must be able to drive and operate a company vehicle.

Unusual Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Occasionally must work outside regular service and business hours as required. This is a 24 hours per day/7day per week operation. Hours may include holidays, and/or weekends. Includes working holidays and shifts up to 10 hours or longer during emergencies.