Operations Manager, Eligibility - Pinellas Suncoast Transit Authority

BASIC PURPOSE

• Supervises workflow and performance for the Mobility and Orientation Specialists and the eligibility process for mobility program applicants, providing timely and appropriate service to customers.  Assists with the PSTA Travel Training program.

• Oversees all workflow related to the accurate processing of applications, assessment of applicants and referral to other transit modes, travel training, and orientation.

RESPONSIBILITIES

• Supervises three (3) Mobility and Orientation Specialists and oversees the work of an administrative assistant, providing training and technical support of these personnel to ensure timely and accurate completion of client eligibility. 

·    Assists with the eligibility process for all mobility programs including timely dissemination of program applications to customers.

·    Manages the in-person or phone assessment scheduling and subsequent process.

·   Ensures that all medical verifications are processed as needed.

·     Ensures that all paratransit applications are processed within a maximum of 21 days, and other mobility applications in a timely and compliant manner.

·     Provides feedback to other PSTA departments concerning system-wide mobility needs.

·      Ensures that any appeals of mobility eligibility decisions are received, scheduled and processed within required timeframes.

·      Assists with the distribution of Access and TD bus cards and other information on all mobility programs.

•  Manages the PSTA Access travel training program.

•  Assists other Mobility staff with tasks as directed by the Deputy Director and Director of Mobility Services.

•  Develops customer form letters for all staff use.

•  Investigates, replies to, and closes customer complaints in a timely and appropriate manner.

•  Answers internal and external customer inquiries in a professional manner.

•  Conducts special projects as assigned. Participates in training and meetings as necessary and other professional duties as assigned.

•  Stays up to date on mobility programs offered throughout the county and incorporates into the PSTA eligibility process as appropriate.

•  Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.

STAFF OVERSIGHT AND SUPPORT FUNCTION RESPONSIBILITIES

·     Ensures that client certifications and re-certifications are conducted in a confidential and timely manner, in accordance with applicable laws and requirements, assisting with workload as necessary.

·    Ensures timely eligibility notifications to applicants in writing. Ensures compliance for compiling and maintaining all records and statistics associated with the PSTA Access and TD services, including providing a written report containing observations, assessments, and recommendations regarding each applicant. Ensures the maintenance of records related to the application process, for inclusion in reports.

·    Ensures the maintenance of client database files, updating information as needed, and notifying the contractors of changes in the database information.

·    Ensures that staff handles customer service telephone calls in a prompt, courteous, and efficient manner while addressing prospective or current clients’ questions and concerns.

·  Tracks data on the performance of the Mobility and Orientation Specialists through Ring Central and analyzes the results for operational improvement and coaching. Regularly listens to phone calls and mobility consultations carried out by Mobility and Orientation Specialists to ensure accuracy and provides coaching when needed.

• Ensures staff provides timely notification to clients and contractors of changes to eligibility.

• Reviews and analyzes data and statistics on the eligibility process and outcomes. Uses this analysis to recommend changes and long-term process improvements to the Director of Mobility Services and Mobility          management group to improve efficiency, effectiveness, and meeting scorecard goals.

QUALIFICATIONS

• Education: High School Diploma or G.E.D.; College Degree preferred.  An equivalent combination of education, training and experience that demonstrates the knowledge, skills and ability to effectively perform the functions of this position may be considered.

• Experience:  Four (4) years of experience in the field of transportation for seniors and passengers with disabilities and/or ADA Paratransit or similar transportation experience. Intermediate Microsoft Office skills and experience with paratransit reservation and scheduling software.    Prefer experience working with assessment of mobility needs for passengers with disabilities and ADA Complementary Paratransit service. One (1) to Three (3) years supervisory experience. Experience working with ADA program eligibility determination preferred.

KNOWLEDGE SKILLS & ABILITIES

• Knowledge of: Service delivery and integrity, performance measurement, analysis and reporting procedures required. Advanced understanding of the public transportation needs of persons with disabilities, seniors, and/or low-income individuals required, and/or an understanding of PSTA’s (or another transit agency’s) fixed route system and ADA Complementary Paratransit service, are strongly preferred. 

• Skilled in: Service management, verbal and written communications, interviewing skills, Microsoft Office suite, transportation, paratransit/demand response management, database software, customer service, and process analysis to improve service efficiency and effectiveness.

• Proficient in leading teams by example to respectfully serve diverse customers who are transportation disadvantaged.

• Abilities: Organize and delegate; exercise sound independent judgment; multi-task and prioritize; speak and write clearly and effectively; provide constructive feedback; train others with diverse learning styles; establish and maintain effective working relationships; follow rules and procedures; perform highly detail-oriented tasks with little to no errors and with systematic and consistent performance.

PSTA is an Equal Employment Opportunity Employer.

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