Accessible Mobility Coordination Manager
4 weeks ago
The Massachusetts Bay Transportation Authority (MBTA) is seeking a highly skilled and experienced professional to fill the role of Manager of Accessible Mobility Coordination and Training Development. This position will be responsible for overseeing the travel training branch of the MBTA's Mobility Center, a one-stop shop for information and support regarding accessible transportation services.
Key Responsibilities- Develop and implement initiatives to educate existing and future customers on the full scope of accessible transportation options, with an emphasis on the MBTA's fixed-route system.
- Oversee all contractual obligations related to travel instruction activities provided through the MBTA's Mobility Center to ensure high performance and impact on customer experience.
- Compile, analyze, and report on data to measure the effectiveness of the Mobility Center's travel instruction services and related activities.
- Develop materials and protocols for regularly communicating with older adults, people with disabilities, and others interested in accessible transportation to share updates regarding accessible transportation options effectively.
- Oversee the development of training materials to assist older adults and riders with disabilities understand their public transportation options and promote accessibility features and upgrades on the MBTA.
- Develop training and related materials for MBTA employees on required protocols and best practices related to delivering accessible services.
- Provide editing/quality control for training deliverables and communications.
- Design and develop curriculums and other learning solutions in multiple formats.
- Analyze and communicate the metrics of learning effectiveness; provide feedback and recommendations for ongoing improvement to management.
- Assist the Deputy Director of Customer Engagement with strategic planning and partnership-building efforts necessary to implement and administer programs offering alternative travel options.
- Assist with building new, and expanding upon existing, partnerships with external stakeholders to raise awareness regarding MassDOT/MBTA services, identify additional accessible transportation options, and better understand the needs of the community.
- Support the MBTA's engagement with riders with disabilities, older adults, and related organizations/advocacy groups.
- Identify remaining accessibility barriers to customers' ability to use the MBTA's fixed-route services.
- Attend events and field visits as required.
- Respond courteously and professionally to each inquiry, whether from a customer, vendor, or co-worker.
- Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
- Assist in managing a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements, and policies of the Authority.
- Provide consistent and transparent customer communication across the delivery spectrum.
- Bachelor's degree from an accredited institution.
- Five (5) years of professional experience in training/curriculum development, mobility management, and/or relationship building skills/community organizing.
- One (1) year of supervisory, managerial, leadership, and/or project management experience.
- Exceptional written and oral communication skills.
- Experience working on initiatives related to disability rights and/or including older adults and people with disabilities.
- Program/contract oversight experience.
- Demonstrated ability to effectively lead and implement projects, particularly in a public sector environment.
- Knowledge of and familiarity with the Americans with Disabilities Act related to transit services.
- Commitment to MBTA's diversity and inclusion goals.
- Properly handle sensitive and confidential information.
- Excellent customer service and conflict resolution skills.
- Two (2) years of experience working on initiatives related to disability rights and/or including older adults and people with disabilities.
- Professional experience within the transportation field.
- First-hand experience with leveraging accessible transportation options.
- Multilingual.
- Mobility Management certificate and/or related experience.
- Experience in curriculum design, training analysis, instructional design, and eLearning development.
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