Paratransit & RideChoice Program Representative

Compensation: $23.80 - $35.69 Hourly

General Description/Information

Your Route to a Great Opportunity Stops Here!

The Paratransit and RideChoice Program Representative reports to the Paratransit and RideChoice Programs Supervisor and provides day-to-day support of Valley Metro's paratransit and RideChoice services. Typical duties include: responding to paratransit and RideChoice program questions, complaints and concerns; preparing related reports; developing and giving a wide variety of presentations; responding to requests for paratransit and RideChoice program information; and perform a wide variety of activities related to supporting highly visible and sensitive projects.

As a member of Valley Metro's Agency Business, Technology & Services team, demonstrates the Agency's Core Values of Whatever It Takes, Team Player and Positive Customer Care/Service in performance of daily duties.

Responsibilities/Duties

EXAMPLES OF DUTIES / KNOWLEDGE & SKILLS

The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Researches, investigates, and responds to inbound calls and emails from paratransit and RideChoice customers who contact Valley Metro with paratransit or RideChoice related questions or concerns.

Enters changes to ADA records and/or complaints in the appropriate system.

Assists with providing routine support and direction to Valley Metro's paratransit and RideChoice contractors in the areas of policy interpretation, service delivery, customer service and regulatory compliance.

Monitors Valley Metro's paratransit and RideChoice contractors' handling of customer inquiries and complaints to ensure that the contractors are researching, resolving and reporting in accordance with all agency requirements.

Assists with enforcing Valley Metro's paratransit and RideChoice late cancellation and no-show policies as well as other policies pertaining to passenger misconduct.

Provides direct administrative support to Valley Metro's ADA Paratransit Appeals Panel as directed; coordinates meetings; prepares and assembles materials and agenda; arranges meeting location, attends meetings, takes and transcribes minutes and prepares summaries.

Gathers data and prepares presentations and reports as directed.
Attends community events and meetings, including meetings of the Valley Metro Accessibility Advisory Group, as directed.

Provides coverage for Valley Metro's Reduced Fare ID and Platinum Pass programs to cover lunch breaks, scheduled and unscheduled employee absences, and at other times as directed.

Performs other related duties as assigned.

Knowledge of:
Americans with Disabilities Act public transit and paratransit requirements;
Agency accessibility guidelines;
Public information principles and practices;
Proper English, spelling, punctuation, grammar, speech, and diction;
Relationships between public agencies and the community;
Community outreach techniques;
Public relations principles;
Customer Service practices;
Methods and techniques of data collection, research, and report preparation;
Record Keeping principles;
Microsoft Office (including Word, Excel, PowerPoint and Outlook);
Applicable federal, state, and local laws, rules, and regulations.

Skill in:
Providing exceptional customer service via telephone and by email;
Working with seniors and people with disabilities;
Gathering operational data and preparing spreadsheets, reports and presentations;
Preparing and disseminating information that provides information to the public;

Delivering oral presentations;
Conducting Research;
Establishing and maintaining effective and cooperative relationships with community organizations and other public agencies;
Complaint resolution and solving problems;
Participating in the evaluation, analysis, and resolution of complex problems;
Using computers and related software applications;
Working with diverse groups;
Facilitating meetings;
Communicating in order to interact with coworkers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.

Qualifications/Requirements

MINIMUM QUALIFICATIONS & REQUIREMENTS

Completion of college coursework in Business Administration, Public Administration, or other related courses; and two years of program or administrative support experience working with seniors and persons with disabilities, accessibility issues, and public involvement; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above.

Background Investigation:
Employment is contingent upon the results of a background check.

The successful candidate will have experience in one of the following areas:
Public transit or paratransit service delivery;
Managing or working with a third-party contractor;
Serving seniors and/or people with disabilities;
Bilingual in English and Spanish is desirable.

Additional Information

Work Environment:
Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.