Job & Business Opportunities

Job Summary

This classification is primarily responsible for performing a variety tasks in the following areas: Program, Policy, and Procedure Review, Analysis, and Support; Document and Correspondence Preparation; Information Tracking and Reporting; Public Information Services; Staff Oversight; and Other. This is the journey, fully trained level within this series; incumbents are expected to be fully competent to independently perform the full range of duties. Work mainly involves the gathering and interpretation of data dealing with problems and difficult situations. Incumbents may put forth alternative solutions for consideration.

Supervision

This class works under direction, wherein the employee receives general instructions regarding the scope and approach to projects or assignments, but procedures and techniques are left to the discretion of the employee.

This class may provide indirect supervision to lower level personnel.

Distinguishing Characteristics

N/A

Essential Functions

A. Program, Policy, and Procedure Review, Analysis, and Support
Duties may include:
Evaluate requests for appeal of ADA Paratransit eligibility decisions by investigating new information from appellant and medical professional to clarify functional limitations. Explain program, policies, and procedures of eligibility and appeal process. Review and make independent judgment on appropriateness of initial eligibility decision. May overturn initial decision or present case at administrative hearing. Organize case, element by element, to allow favorable decision, applying rules to facts. Research applicant's disability, evaluate environmental impact, and research regulations and past rulings from Appeal Board. Evaluate ADA-related fixed route complaints filed by persons with disabilities, ensuring complaints are directed to proper department for response. Develop methods or procedures related to programs or policies. Maintain or develop administrative guidelines, manuals, and materials. Research and survey issues and other agency practices related to existing, new, or proposed policies, procedures, or programs. Other duties as assigned.

B. Document and Correspondence Preparation
Duties may include:
Prepare written briefs for presentations at administrative hearings that support the District's decisions. Respond in writing to complaints about fixed route service filed by persons with disabilities. Draft correspondence to other agencies and the public regarding the District’s provision of transit and Paratransit Services, in accordance with the ADA. Develop and revise informational and operational material about RT and Paratransit Service, based on ADA requirements and community input. Develop questionnaires for submittal to medical professionals to obtain information about an applicant's disability and functional abilities. Draft and revise implementation procedures for department programs. Develop peer survey documents. Draft appeal status correspondence to appellants and appeal board. Other duties as assigned.

C. Information Tracking and Reporting
Duties may include:
Monitor status of passenger complaints to ensure resolution and written response from designated investigator. Analyze passenger complaints to determine potential patterns of ADA violations. Review and enter ADA-related passenger complaints into department database. Generate and provide complaint status report to department manager. Enter appeal status information into department database. Generate and provide appeal status report to department manager and executive staff. Track status of contract with provider of hearing-officer services. Other duties as assigned.

D. Public Information Services
Duties may include:
Serve as District's representative at administrative hearings. Present oral arguments, on behalf of the District, at hearings. Question witnesses to focus appeal panel on functional implications for using fixed route service. Represents the department and District at various meetings within the District and with external groups and presents information relative to the District's delivery of ADA-required fixed route and Paratransit Service. Includes outreach to groups that represent disabled and elderly. Conduct new-member orientations for ADA appeal panel volunteers. Respond to complaints and requests for information in writing, over the telephone, and in person. Explain ADA Paratransit Requirements, the District's eligibility determination and appeal process, and requirements for the District's delivery of service to disabled and elderly passengers. Staff public information events. Attend public information meetings on behalf of the District. Other duties as assigned.

E. Staff Oversight
Duties may include:
Oversee, review, and delegate work to subordinate staff as a non-supervisory employee. Train and mentor new employees. Provide feedback to manager on subordinate employees' performance. Other duties as assigned.

F. Other
Duties may include:
Recruit, coordinate, award, and train volunteer appeal board. Act as spotter to monitor the District’s provision of fixed route service for compliance with ADA requirements. Review informational material about subject area to keep current on new policies or program changes to existing policies, programs, procedures. Participate in District's employee grievance procedure for noncompliance of ADA requirements. Attend continuing education and training workshops on transit accessibility issues, ADA Paratransit, computer applications, and communication skills. Other duties as assigned.

Job Demands

Physical and Mental Requirements:

• Mobility: frequent use of keyboard; frequent sitting for long periods of time; occasional bending or squatting.


• Lifting: frequently up to 10 pounds; occasionally up to 25 pounds.


• Vision: constant use of overall vision; frequent reading and close-up work; occasional color and depth vision.


• Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching.


• Hearing/Talking: frequent hearing and talking, in person and on the phone.


• Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone.


• Environmental: frequent exposure to noise.

Knowledge and Abilities

Required Knowledge of:

• Intermediate statistical analysis.


• Methods and techniques of tracking, recording, and presenting statistical data.


• Practical application of computers and peripheral equipment.


• English grammar, punctuation, spelling, and usage.


• General methods of tactful public communication.


• Americans with Disabilities Act (ADA) regulations, particularly regulatory provisions for Paratransit Service and fixed route transportation.


• Various disabilities and the functional implications in accessing the fixed route service.


• Research methods, including use of the Internet and medical reference manuals and data analysis.


• Medical terminology.

• Prioritize and deal with conflicting workload requirements.


• Handle all internal and external contacts with courtesy, diplomacy, and tact.


• Read, analyze, and interpret District policies, professional journals, technical publications, and government regulations.


• Write reports, business correspondence, and procedure manuals.


• Effectively present information and respond to questions from groups, managers, customers, and the general public.


• Deal with difficult people and situations.


• Learn District and departmental operating policies and procedures.


• Learn departmental systems, methods, office procedures, and protocol.


• Learn department-specific tasks and procedures.


• Speak clearly and communicate messages to appropriate individuals.


• Organize information clearly and precisely.


• Perform intermediate mathematical calculations, including ratios and percentages.


• Apply customer service skills, representing the District in a positive way while working with the public.


• Learn SAP system processes related to department and job.


• Extract statistics and written information from reports and transfer to other documents.


• Explain information to others.


• Work well with others.


• Interpret, analyze, and apply laws, rules, and regulations relating to the ADA.


• Learn policies, procedures, and functions of the District, including the District's policy on provision of service to elderly and disabled passengers.

• Common word processing software.


• Common spreadsheet software.


• Common database applications.


• Accounting or operations software functionality.


• Email, contact management, and scheduling software.


• Project management software.


• Presentation software.

Minimum Qualifications — Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Required Prior Experience:
Three years of experience in the Paratransit field, working with the disabled community.

Required Education:
A Bachelor’s Degree in Business, Public Administration, Vocational Rehabilitation, or closely related field. Six years of additional qualifying experience may substitute for the required education.