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Paratransit Operations Supervisor

2 months ago

Santa Rosa, California, United States Center for Volunteer & Nonprofit Leadership (CVNL) Full time
Job Overview

About CVNL:

The Center for Volunteer & Nonprofit Leadership (CVNL) is committed to enhancing the effectiveness of nonprofits and promoting volunteerism through leadership development, innovation, and community empowerment. With over five decades of experience, CVNL continuously adapts to meet the evolving needs of volunteers and organizations, utilizing advanced tools and technologies to facilitate engagement and promote volunteer opportunities.

Our Mission: Care. Connect. Contribute.

The Sonoma County Paratransit (SCPT) Department plays a crucial role in serving some of the most at-risk populations in Sonoma County. Our Drivers and Customer Service Representatives are essential in delivering this important service, ensuring our clients remain connected to their community. This commitment to service is a point of pride for CVNL.

Position Summary

We are in search of a highly qualified and experienced Paratransit Operations Manager to guide our proactive team responsible for dispatch, bookings, routing, and scheduling within the Paratransit department. Our mission is to ensure accessibility and convenience for all individuals, and the Paratransit Department is vital in providing tailored transportation solutions. The ideal candidate will have a strong analytical background, exceptional problem-solving abilities, and a comprehensive understanding of Department of Transportation (DOT) best practices, along with a dedication to compliance with the Americans with Disabilities Act (ADA). The Paratransit Operations Manager will be instrumental in managing daily operations, enhancing efficiency, and providing leadership to achieve outstanding customer service standards.

Key Responsibilities:

1. Leadership in Operations:

• Direct and manage the Paratransit administration department, ensuring smooth operations in dispatch, bookings, routing, and scheduling.

• Develop and implement effective systems and processes to improve efficiency and service quality while optimizing resource use and reducing transit times.

2. Analytical Skills:

• Apply analytical expertise to identify and address complex issues related to scheduling, routing, and operational challenges.

• Employ data-driven strategies to enhance overall departmental performance and cost efficiency.

3. Compliance with DOT & ADA:

• Remain informed about Department of Transportation (DOT) regulations, policies, and best practices, collaborating with the Associate Director to ensure adherence to all relevant guidelines.

• Strive to ensure that all operations comply with ADA standards, providing accessible and inclusive transportation services.

4. Commitment to Customer Service:

• Maintain and elevate the organization's dedication to delivering exceptional service to all paratransit riders.

• Establish and oversee customer feedback mechanisms to drive ongoing improvements in service quality.

• Address and resolve complex issues related to scheduling conflicts, service interruptions, and customer inquiries.

5. Staff Development:

• Create and implement training programs for staff, focusing on customer service excellence and compliance with regulatory standards.

• Promote a culture of continuous improvement, emphasizing professionalism and customer satisfaction.

6. Performance Monitoring:

• Set and track key performance indicators (KPIs) to evaluate the effectiveness of operational processes.

• Develop strategies for ongoing improvement based on performance metrics.

7. Additional Duties:

• Ensure the safe operation of Paratransit vehicles in accordance with all applicable laws and regulations, regardless of weather conditions.

• Participate in company-wide meetings and departmental safety and staff meetings.

Qualifications:

• Bachelor’s degree in Business, Transportation Management, or a related field; a Master’s degree is advantageous.

• Demonstrated experience in a managerial capacity within the transportation sector, ideally in paratransit operations.

• Strong analytical and problem-solving capabilities with a focus on operational optimization. Proficiency in Excel is essential.

• In-depth knowledge of Department of Transportation regulations and ADA compliance.

• Proven experience in routing and scheduling, preferably within the nonprofit sector.

• Compliance with Department of Transportation FTA drug screening requirements.

• Excellent leadership and team management skills.

• Outstanding verbal and written communication abilities.

• Capacity to collaborate effectively with cross-functional teams and stakeholders.

• Strong commitment to customer service excellence.

• Ability to work effectively with individuals of diverse backgrounds and ages.

• Proficiency in transportation management software and tools; familiarity with REI, Issuetrack, Novus, and Drivermate is a plus.

• Valid State of California Driver's License (CDL) is required.

• Acceptable Department of Motor Vehicle (DMV) H-6 report and insurability at standard risk rates.

Physical Requirements:

• Ability to perform computer work, including standing, walking, reaching, and climbing. Occasionally required to lift up to 25 pounds and push up to 300 pounds (for wheelchair clients). Specific vision abilities include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus. May involve occasional outdoor work in various weather conditions.

Work Schedule:

• The Paratransit department operates seven days a week, with general hours from Monday to Friday, 5:00 am to 10:00 pm, and Saturday and Sunday, 8:45 am to 5:00 pm.

• The Operations Manager position is full-time, with standard hours from Monday to Friday, 9:00 am to 5:00 pm, including varied morning, evening, and weekend shifts as needed. Remote work may be available during off-peak dispatch hours.

Benefits:

  • Vacation: 12 days in the first year, increasing to 15 days in the second year, and 20 days in the fifth year.
  • Sick Leave: 12 days per year.
  • Holidays: 12 observed holidays.
  • Health Insurance: Base plan fully covered by the employer.
  • Vision and Dental Insurance.
  • 403B Retirement Plans with a 3.5% employer contribution after 12 months.
  • Opportunities for professional development workshops and classes offered at CVNL.

Compensation:
The anticipated salary range for this position is $68,000 to $70,000 annually, depending on prior experience. This range considers various factors, including experience, skills, knowledge, education, and internal equity.

CVNL is an equal opportunity employer and makes employment decisions based on qualifications. The agency's policy prohibits unlawful discrimination in any employment decision based on protected characteristics.