Paratransit Eligibility Specialist

North Little Rock, AR
Full Time
Specialized Services
Experienced

BRIEF DESCRIPTION:  

Under the general supervision of the Paratransit Manager, this position is responsible for evaluating and administrating complex paratransit eligibility, including the qualification of conditional eligibility.  This Specialist must have the knowledge and insight to determine conditional eligibility based upon a number of factors including the passenger’s specific disability, the geographic location, weather conditions, and the time-of-day.  This person must have a clear understanding of conditional eligibility, with current expertise or the ability to become expert in all regulations found in 49 CFR Part 37 – Transportation Services for Individuals with Disabilities of the Americans With Disability Act (ADA).

ESSENTIAL FUNCTIONS: 

  • Answer incoming customer calls, or other correspondence related to the determining of ridership eligibility, and assists dispatchers and schedulers as needed, filling in for those positions in some circumstances.
  • The Eligibility Specialist evaluates complex and conditional eligibility paratransit applications, and defines specific conditions for which the applicant would be eligible for Links Paratransit service.  Coordinates with the Links Paratransit office, working closely with the Paratransit Manager to ensure that in supervising paratransit operations personnel and ensuring compliance with ADA regulations.
  • May be required to assist with Links customer ID photos.
  • Responsible for recertification of applications and may assist with the National Transit Database monthly reporting process.  May also support the Paratransit Manager in the process of managing Operator run and vacation sign-up, and the verification of taxi trips monthly.

KNOWLEDGE:

  • METRO’s policies, procedures and functions.
  • Knowledge of the organizations and operations of administrative programs.
  • Federal, state, and local rules and regulations on accessibility.
  • Specific knowledge of terms, conditions, and administrative process required for the evaluation of complex conditional paratransit eligibility.
  • Principals and techniques of personnel management and supervision.
  • Project management, analysis, and evaluation.
  • Knowledge of Americans with Disability Act (ADA) sufficient to ensure compliance.
  • Comprehensive understanding of medical terminology.
  • Laws, regulations, and reporting requirements dealing with persons with disabilities and the elderly.
  • Various kinds of disabilities, their related functional abilities, and related accommodation tools.
  • Adaptive technologies and available accommodations for persons with disabilities.
  • Appropriate terminology in discussing disabilities, and related functional limitations in accessing fixed route service.

​​​​​​SKILLS & ABILITIES:

  • Advanced word processing, spreadsheet, presentation and database software
  • Specialized software related to functional area.
  • Establish and maintain effective relationships with other management staff, employees, and the general public in a team-oriented environment
  • Present facts and recommendations effectively in oral and written form
  • Professionally maintain composure and effectiveness under pressure and changing conditions
  • Establish, monitor, and control projects and schedules.
  • Display willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions
  • Interpret, analyze, and apply the general guidelines of the ADA transportation provisions in establishment of METRO policies related to disabled and elderly services.
  • Prioritize and plan work activities, uses time efficiently and develops realistic action plans
  • Make comprehensive records and reports.
  • Establish and maintain cooperative working relationships
  • Handle difficult people and situations
  • Learn agency and department operating policies, procedures, systems, methods, and tasks

JOB REQUIREMENTS: 

  • High School Diploma or Equivalent
  • A minimum of three (3) years of progressively responsible experience with the dispatching, scheduling and coordinating of paratransit services.  In addition, they should have experience in a transit agency in providing customer service in a paratransit field, working with the disabled community and ADA compliance and policy development.
  • Coordinates with customer/passengers and with paratransit Scheduling Specialist, schedulers and dispatchers to ensure that complex rider needs are met in an efficient and compliant manner.  Develops cooperative work relationships to ensure customer satisfaction and compliant conditional eligibility process.
  • The employee normally performs the job by following established standard operating procedures and/or policies; however, this Eligibility Specialist must have the aptitude and wisdom to correctly administer complex and conditional rider situations without manager assistance.
  • Skilled – This position demands a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.  This Specialist demonstrates the ability to apply quantitative concepts; and uses skills to evaluate data. Quantative skills may be obtained from experience and self-study.
  • Skilled - Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents, and apply that knowledge to the compliant administration of complex and conditional customer situations.
  • Advanced - Ability to write analytic documents, instructions and processes, work journals or project logs, speeches, or critiques. Ordinarily, such education is obtained in at the college level or above; however, verbal and reading skills may be obtained from experience and self-study.

Starting salary based on qualifications and experience. Full package of benefits including: health, vision, dental, life, retirement, paid vacation, & paid sick leave.

EMPLOYMENT STATEMENT:

METRO is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class. 

Strong preference given to local central Arkansas candidates. 

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