Assistant Paratransit Services Contract

3 weeks ago

Norfolk, United States Hampton Roads Transit Full time

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. In addition to rewarding careers and professional development opportunities, we offer unmatched benefits and competitive wages in a stimulating environment that will provide you with the flexibility and training tools to grow.

The Assistant Paratransit Services Contract Administrator ensures the efficient operation of Paratransit Services. The Assistant Paratransit Services Contract Administrator monitors the Paratransit staff (either in house or contracted services) in performance of daily paratransit transportation services and the paratransit eligibility process. This individual will work with transit staff in the coordination of a Travel Training Program and any necessary additional client medical assessments. This position works closely with the Project Manager for all Paratransit contracted services to ensure that scheduled services operate efficiently and that all contractual obligations are met. This position monitors the timely response to applicants regarding the eligibility process. Plans, supervises, and evaluates daily Paratransit transportation from service levels and budgetary guidelines. Performs random daily service observations to ensure HRT customers are receiving safe and reliable transportation service provided on HRT vehicles along with any additional contracted service providers.

**Essential Job Functions**:
(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)
- Monitor standard medical assessments, by medical professionals, as needed for applicants within the assessment process.
- Monitor all phases of Paratransit daily service to ensure scheduling and operations provide service within ADA guidelines and HRT required contractual standards (On Time Performance, Productivity, etc.)
- Collect and submit monthly KPI and NTD data for Paratransit related services.
- Monitor daily performance of reservations, scheduling, and service operations to ensure established standards are met and maintained.
- Implement and monitor a Travel Training program within the operations division and with outside agencies, assisting them with the curriculum and obtaining the necessary funding to maintain the daily operation of the program.
- Provide direction and assistance for travel instruction plans outlining the teaching processes for both individual and groups of trainees, to include but not limited to route training, mobility training, and bus familiarization.
- Supervise, instruct, counsel and coach eligibility and training staff, enforcing HRT rules and policies, general appearance, and readiness to work; documents daily activity as required.
- Evaluates fixed route bus schedules and recommends Paratransit service modifications to increase efficiencies in grouping Paratransit customers on regular route services. Development of systems to improve the effectiveness of the service area.
- Collect and submit Paratransit rider information to project staff as needed.
- Prepare and deliver presentations to both internal department and outside agencies as needed.
- Maintain a thorough knowledge of all fixed routes, fare structure, operating procedures, geography, popular rider destinations and traffic patterns throughout the service area.
- Meet with City and private agencies to develop plans and schedules for increasing ADA environmental compliance within HRT’s service area (i.e. “paths of travel”).
- Maintain a considerable knowledge of HRT policies and procedures, rules and regulations affecting all transit operations.
- Work on departmental and interdepartmental projects, advisory committee work, and communicate with management teams regarding all important issues involving Paratransit services.
- Monitor daily real time performance of service and communicate OTP and Productivity concerns with the Contracted Services Director to ensure HRT customers are receiving quality and efficient services.
- Monitor daily real time performance of reservations/customer service division and communicate concerns with the Call Center GM to ensure HRT customers are receiving quality and efficient services.
- Enter information from daily reports into the required tracking software(s) and prepare and generate daily, monthly, and special reports as required.
- Maintain information related to traffic conditions, street information and emergency conditions.
- Keep Director of Contracted Services and Operational Analysis informed of any problems through effective communication.
- Answer inquiries about transportation services, routes, schedules, stop locations, and fares.
- Participate in staff meetings and attend other meetings, training sessions and seminars as required.
- Develop and maintain departmental marketing and public relations strategies and ma

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