Paratransit Manager

CBA Status: Non-Represented

FLSA Status: Exempt

Department: Paratransit

Wage: $66,456 - $85,224 (depending on qualifications)

Schedule: Normal hours are Monday-Friday 8:00 am – 4:30 pm. Hours may vary based on the need for coverage, including some early mornings, late evenings, weekends, and occasional holiday hours.

Overview
Metro connects people, places, and opportunities through quality transit services. Reporting to the Operations Director, the Paratransit Manager oversees and monitors the operations and performance of Metro’s Paratransit Section within the Operations Department while ensuring full compliance with the Americans with Disabilities Act (ADA), Federal Transit Administration (FTA) regulations, Metro policies and procedures, and the Paratransit Section of the Metro-TWU contract and rule book. This is a safety-sensitive position subject to Department of Transportation (DOT) random drug and alcohol testing.

Work is performed with considerable independence and requires the incumbent to plan, arrange and prioritize their own work; apply independent judgment in determining proper actions to ensure adherence to established standards, policies, procedures, laws, regulations, and contracts; build effective and cooperative working relationships internally and externally; and resolve conflicts. The Paratransit Manager is expected to maintain a professional demeanor, serve as an example to the Paratransit Section and co-workers, and demonstrate comprehensive knowledge of public transportation operations, paratransit scheduling, accessibility, and administrative practices.

Qualifications:

• High school diploma, GED, or equivalent. Associate or bachelor’s degree preferred.
• Three years of transit, paratransit or transportation operations supervisory or managerial level experience that includes scheduling, supervision of service delivery, customer service, compliance monitoring, and quality assurance.
• Possess an advanced level of computer skills and knowledge of Microsoft Office and a willingness to learn new technologies and software applications.
• Strongly Preferred: Existing knowledge of local, state, and federal laws, rules, and regulations, including the Federal Transit Administration (FTA) Guidance on Americans with Disabilities Act (ADA) and Title VI of the Civil Rights Act, as amended.
• Strong analytical, critical thinking, and problem-solving skills.
• Demonstrated commitment to advancing equity and inclusion for individuals with disabilities from diverse backgrounds.
• Experience with reading, understanding, interpreting, and upholding complex rules and regulations at multiple levels (local, state, federal).
• Excellence in customer service, particularly in relation to working with individuals with disabilities.
• Ability to effectively communicate with all levels of the organization and the public through written and oral communication methods.
• Possess a valid driver’s license and good driving record according to insurance standards.
• Ability to pass DOT physical, back screen, drug screen, and complete criminal background check.
• Working experience in unionized environments.

Essential Duties:

• Primary area of responsibility is the leadership and management of day-to-day paratransit operations to assure Metro meets or exceeds its service quality performance objectives. These performance objectives include, but are not limited to safety, on time performance, compliance requirements, and internal and external customer service.
• Manage the planning, organizing, and coordinating of all functions and activities of the Paratransit Section.
• Assists the Operations Director with budget planning and management for the Paratransit Section.
• Coordinates with the Maintenance and Operations Directors to maintain existing and procure new vehicles.
• Oversees, monitors, and reports on the operations of the Paratransit Section.
• Supervises Paratransit Supervisors (Dispatchers) and Operators, including, but not limited to, prioritizing and assigning work, enforcing policies and procedures, making disciplinary decisions, participating in grievance processes, and training and completing annual performance reviews for the Paratransit Supervisors.
• Ensures compliance with the Collective Bargaining Agreement (CBA) as it applies to the Paratransit Section.
• Ensures accuracy of payroll functions and procedures for the Paratransit Section.
• Collaborates across all levels of the organization to ensure any vehicle, operator/driver, or dispatch functions are maintained at appropriate levels for required service.
• Works with the Human Resources Department on all hiring processes and the Training Department on onboarding activities for Paratransit Operators.
• Responds to accidents and incidents and assists the Safety and Security Department with accident and incident investigations.
• Creates, maintains, and updates standard operating procedures for the Paratransit Section and updates relevant staff (e.g., paratransit staff, Training Department, administrative leadership, ADA Coordinator).
• Prepares and maintains daily, monthly, and annual operational and regulatory records.
• Ensures Paratransit Operators and service comply with local, state, and federal laws, rules, and regulations, including FTA Guidance on the ADA and Title VI of the Civil Rights Act of 1964, both as amended.
• Works with the Civil Rights and Inclusion Director to monitor and report on related compliance.
• Attends monthly Metro ADA Committee meetings and provides updates.
• Assists with the management, coordination, and monitoring of contracted customer service provided by a third-party vendor as it relates to paratransit service (e.g., trip bookings, complaints).
• Resolves elevated paratransit client complaints and concerns. Ensures appropriate investigation, response, and documentation to issues, incidents, and accidents.
• Responds to paratransit customer inquiries not related to eligibility functions.
• Communicates with paratransit clients in accordance with the no-show policy and procedures to prevent or reduce service suspensions.
• Works with the Communications and Community Relations Department to:
• Develop information and graphics for public-facing materials;
• Maintain and update the print and online MOBY Rider Guide;
• Participate in public engagement and outreach;
• Respond to media inquiries about MOBY; and
• Enhance the rider experience and public perception of MOBY and Metro.
• Coordinates with the Planning and Scheduling Department to assess impacts of fixed-route service changes on paratransit service.
• Maintains and updates service boundary maps in trip booking software.
• Ensures paratransit service hours are consistent with fixed-route service hours.
• Regular and predictable performance of essential job functions.
• Performs other duties to ensure the efficient functioning of the Operations Department including, but not limited to, assisting with the managerial functions of the Fixed Route Section in the absence of the Bus Transportation Manager.
• Performs other duties as assigned.

Benefits:

• Low-cost employee contributions for individual and family group health, vision, and dental insurance
• Company paid life insurance.
• Company salary continuance and long-term disability insurance.
• Pre-tax payroll deduction for flexible spending account
• Ten paid holidays per year
• Paid vacations.
• Pension plan
• 457(b) retirement savings plan
• Tuition reimbursement program
• Complimentary bus pass

APPLY: https://www.ometro.com/careers

ONLY THE BEST QUALIFIED APPLICANTS WILL BE CONTACTED. NO PHONE CALLS.

An Equal Employment Opportunity Employer
Metro considers applicants for all positions without regard to race, color, sex, ethnicity, national origin, religion, gender, age, pregnancy, marital status, veteran’s status, sexual orientation, genetic information, disability or any other protected basis prohibited by law.