Supervisor, Paratransit Eligibility and Customer Service

WHO WE'RE LOOKING FOR

Are you a leader passionate about ensuring equitable access to transportation for those who need it most?

 

The Supervisor, Eligibility and Customer Service reports directly to the Manager, Eligibility and Customer Management. This positionis responsible for the administration, documentation, tracking, and analyzation of the application process for paratransit eligibility along with customer service functions in accordance with the Americans with Disabilities Act (ADA). This position is also responsible for assisting the manager with daily operations as well as departmental reporting and data collection and analysis. This position will also perform Quality Assurance (QA) audits and assist in determining and documenting various departmental policies and procedures. The Supervisor, Eligibility and Customer Service will serve as a supervisor, resource, trainer, and mentor for the Eligibility Support Specialists while serving in a departmental leadership capacity in the absence of the department manager. This position will assist in leading and conducting a customer friendly and efficient transit orientation and in-person paratransit eligibility process along with all customer service-related activities. This position will assist in managing additional functions such as customer safety monitoring and oversight, community outreach, and building stakeholder partnerships in the region. 

 

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

• Responsible for the administration and ongoing management of the eligibility process from receipt of application requests to final eligibility determination in an accessible format for applicants. Create and maintain applicant records, eligibility assessment records, assessment referral information, and travel training assessment records.
• Oversee and ensure staff adherence to the process and timeline for providing timely, accurate, and thorough paratransit eligibility and appeal determinations for new and recertifying customers through an in-person eligibility process.
• Manage the eligibility appeals process to ensure a fair and efficient process that meets or exceeds federal regulations.
• Develop and disseminate documents, electronic data, and reports as needed to administer and support the ADA eligibility and appeals processes – including, updating associated databases and reports while ensuring compliance with all eligibility time constraints imposed by ADA regulations.
• Assist with monitoring of a third-party administrator in providing functional eligibility assessments including, but not limited to physical, cognitive, visual, seizure, and psychiatric evaluations.
• Supervise customer service staff with daily operations of the internal and external customer service experience to ensure engagement of customers and adherence to CapMetro policies.
• Facilitate and manage Key Performance Indicators (KPI’s) and other departmental reporting needs. 
• Identify performance trends and risks. Facilitate activities to address and resolve issues, as necessary.
• Represent and engage community stakeholders for matters related to CapMetro Demand-Response and Paratransit services through attendance at public meetings, outreach, and presentations, while serving on committees as assigned.
• Develop, maintain, and perform QA audits for various eligibility staff members, departmental processes and procedures, and contractor performance. 
• Develop and maintain departmental policies and procedures as well as assisting with training and retraining of staff and contractors on departmental procedures.
• Assist with management of customer service-related issues within the department including management of customer escalations, complaints, compliments, customer call reports, etc. 
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.  
• Perform other position related duties as required and/or assigned. 
• RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED: Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interview