Program Director - Income Eligible Reduced Fair Program

Department: Community Coordination

Employment Type: Permanent - Full Time

Location: Downtown Boston - Tremont Street

Description

The Income Eligible Reduced Fare Program offers discounted MBTA fares to qualifying riders aged 18 to 64. Join us as a Program Director in creating a supportive and enriching environment for our community. If you are passionate about community development, possess the required skills, we invite you to apply.

Key Responsibilities

• Responsible for the oversight and achievement of key customer metrics, including but not limited to customer satisfaction, response time, overall resolution rate, and other program and funder-specific client service center data & KPIs. 
• Oversee the staffing, training, and management of the Income Eligible Reduced Fair (IERF) Program staff.
• Partner with Department Leadership to define new team goals and evaluation methods.
• Monitor Key Customer Data Requirements and Key Performance Indicators. 
• Monitor and report on IERF status, goals, and metrics to ensure compliance.
• Update and improve the client verification process to deliver seamless client enrollment.
• Coordinate with the ABCD Public Information team to communicate program information and achievements regularly.
• Create and implement cross-functional coordination to statewide eligible benefit programs, including ensuring presence at community events.
• Conduct data analysis to develop and implement outreach strategies to increase the exposure and reach of the programs.
• Engage with the web design team for website updates and adjustments. 
• Maintain accurate records, running queries and generating reports as requested.
• Manage and update reporting/record-keeping processes as needed.
• Communicate and coordinate with other partnering Community Action Agencies (CAAs)
• Update Program Guidance and other program documents.
• Perform other related duties as assigned.

Skills, Knowledge and Expertise

• A minimum of a Bachelor’s Degree and three to five years of relevant experience is required. 
• Experience with program development and implementation.
• Demonstrated ability to utilize databases.
• Strong oral and written communication skills.
• Flexibility, initiative, and ability to work in a team required. 
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Why Work Here

• Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
• Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
• Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
• Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
• A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
• Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.