Job & Business Opportunities

Job Summary

This classification, reporting to the Executive Office with oversight by the Deputy General Manager, is primarily responsible for performing tasks in the following areas: Department Administration; Program, Policy, and Procedure Review; Public Information Services; Customer Satisfaction, and Project/Contract Management. Work mainly involves problem solving and mediating highly conflicting, unexpected, and unusual problems involving multiple groups.

Supervision

Supervision Received
This class works under administrative direction, which includes broad management responsibility for a large program or set of related functions. Work is usually received in terms of goals; review is received in terms of results.

Supervision Exercised
This class provides direct and/or indirect supervision to lower level personnel.

Distinguishing Characteristics

N/A

Essential Functions

Department Administration
Duties may include:
Plan and budget for the AS/CS Units, including, but not limited to, programs in support of the District's accessible services for disabled/elderly, the paratransit eligibility program, the Mobility Advisory Council (MAC), and complementary paratransit services. Set goals and standards for the AS Unit in relation to the annual budget, the paratransit eligibility program, and complementary paratransit services. Oversee and delegate work to staff in the AS unit, including the review of ADA paratransit eligibility determinations and appeals, clarification and guidance on AS policies, and other AS activities, including The Mobility Advisory Council (MAC) and the ADA complaint process. Establish, review, and modify department policy, including the paratransit eligibility program, the Mobility Advisory Council (MAC), and activities in support of the District's programs for disabled and elderly access. Participate as a member of management in meetings and committees. Other duties as assigned.

Program, Policy, and Procedure Review
Duties may include:
Coordinate and collaborate with other District departments on accessibility activities and requirements, as well as engineering and design programs for ADA compliance. Provide technical advice in the development of facilities and services. Review training materials. Identify, monitor, and evaluate District activities that affect ADA requirements. Formulate policies and procedures for the District, including the District’s ADA Self-Evaluation and Transition Plan to promote and maintain compliance with ADA transit provisions. Analyze, track, monitor, and respond to ADA related fixed route complaints to ensure compliance, which includes oversight on the District's ADA grievance procedure. Coordinate with other departments as necessary to ensure responsiveness to customers. Act as liaison and representative for the District to Federal government entities, including FTA and USDOJ, on any ADA-related issues. May develop and present oral or written correspondence. Act as liaison/representative for the District to federal agencies. Other duties as assigned.

Customer Satisfaction
Manage the District’s complaint resolution process, investigate and resolve complaints and customer concerns, and speak to customers as needed, or as requested by other District personnel, and representatives of local and regional governments and agencies. Oversee the coordination of complaint resolution with other departments in the District. Maintain contact with other District departments, and representatives from other transit agencies to exchange information, coordinate activities, and stay abreast of local and regional programs and policies. Reduce the District’s general passenger complaint processing time for receipt of a formal response for general and ADA-related complaints; Enhance the quality of individual passenger complaint investigations. Establish a structured process and program for better monitoring trends, reporting on passenger issues, and recommending corrective actions. Develop an internal customer advocacy “ombudsperson-type” function within the District that helps institutionalize a greater focus on customer service excellence. Other duties as assigned.

Public Information Services
Duties may include:
Serve as staff and liaison to the Mobility Advisory Council (MAC). Represent the District and present information to the committee. Attend all regular, subcommittee, and ad-hoc committee meetings. Recruit and train new members. Coordinate agendas. Represent the District at various public information meetings, including, but not limited to, Adult and Aging Commission, Paratransit, Inc. Board, Society for the Blind, District public workshops. Act as District liaison to CalACT and NAADAC. Represent the District before the disabled and elderly communities, and before appointed or elected officials of other entities on issues related to disabled and elderly access, including presentations on District programs. Other duties as assigned.

Project/Contract Management
Duties may include:
Manage contract with Paratransit, Inc. for operation of the District's ADA paratransit service. Prepare financial projections and statistical and narrative records and reports on activities. Prepare performance metrics. Evaluate compliance with ADA standards. Manage lease agreement with Paratransit, Inc. for purchase of capital equipment in support of service operation. Oversee a multi-million dollar capital program for purchase of vehicles and other equipment. Coordinate with Paratransit, Inc. and the District in the evaluation and purchase of equipment. Develop resource plans, recommend, and implement policies and procedures to enhance service efficiency and to maintain compliance with regulations. Act as liaison between the District and Paratransit, Inc. in collaborative projects between the two agencies. Represent the District to the Paratransit, Inc. Board and management. Other duties as assigned.

Job Demands

Physical and Mental Requirements:
(1) Mobility: frequent use of keyboard; frequent sitting for long periods of time; occasional bending or squatting. (2) Lifting: frequently up to 10 pounds; occasionally up to 25 pounds. (3) Vision: constant use of overall vision; frequent reading and close-up work; occasional color and depth vision. (4) Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching. (5) Hearing/Talking: frequent hearing and talking, in person and on the phone. (6) Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone. (7) Environmental: frequent exposure to noise.

Knowledge and Abilities

Required Knowledge of:
Laws, regulations, and reporting requirements dealing with persons with disabilities and the elderly, including the ADA, California Title 24, and Sections 503 and 504 of the Rehabilitation Act.
Statistical research methods and techniques.
Customer services principles.
Conflict resolution methodologies
Basic principles of program development, program management, and auditing.
Various kinds of disabilities, their related functional abilities, and related accommodation tools.
Modern management theory and practices.
Conflict resolution, negotiation, and mediation techniques.
Adaptive technologies and available accommodations for persons with disabilities.
District policies, procedures, and programs.
Appropriate terminology in discussing disabilities, and related functional limitations in accessing fixed route service.
Paratransit operations.
Accounting principles.
Americans with Disabilities Act.
ATU contract elements.
Budget preparation and forecasting.
Current customer relations techniques.
Developing customer service strategies and benchmarking.
Contract compliance requirements.

Required Ability to:
Resolve conflict among employees and with District customers.
Effectively manage and motivate employees.
Prioritize work and meet critical deadlines.
Interpret, analyze, and apply the general guidelines of the ADA transportation provisions in establishment of District policies related to disabled and elderly services.
Establish and maintain effective working relationships with others, including persons with disabilities of all kinds.
Analyze complex technical laws and regulations.
Continue education on ADA issues, including regulations, court rulings, federal guidance, and available resources.
Promote awareness and collaborate effectively with management regarding issues related to passengers with special needs.
Educate District personnel on issues related to services to passengers with disabilities and the elderly.
Analyze data and situations accurately; independently identify needs, alternatives, and courses of action; make sound decisions and take or recommend appropriate related action.
Work in a fast-paced environment and meet deadlines.
Present a positive image of the District in a highly visible position to the disabled and elderly community, despite any negative experiences of customers related to District programs or services.
Resolve conflict and collaborate on solutions to enhance customer service.
Effectively address public bodies, particularly the disabled/elderly community coalitions, and conduct meetings with these groups.
Establish and maintain multi-agency working relationships and effectively resolve conflict, as well as act as liaison to the community on paratransit related issues.
Provide oversight of and monitor compliance of Mobility Advisory Council (MAC) training.

Required Computer Skills with:
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
Seven years of progressively responsible supervisory and administrative experience with a transit agency providing customer service in the paratransit field and working with the disabled community, including two years of ADA compliance and policy development, is required.

Required Prior 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.