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Transportation Services Eligibility Coordinator

2 months ago

Philadelphia, Pennsylvania, United States Southeastern Pennsylvania Transportation Authority (SEPTA) Full time
Join the SEPTA Team and Shape the Future of Transportation

The Southeastern Pennsylvania Transportation Authority (SEPTA) stands as one of the largest transit systems in the United States, operating an extensive array of services such as buses, subways, trolleys, light rail, and commuter trains across a vast service area. SEPTA plays a crucial role in the economic vitality of the Philadelphia region, ensuring efficient and dependable transportation solutions.

We are currently looking for a qualified individual to fill the role of Transportation Services Eligibility Coordinator within the CCT/ADA Program.

POSITION OVERVIEW

The primary function of this role is to assist customers with inquiries related to transportation services governed by the Americans with Disabilities Act (ADA) and the Shared Ride Program (SRP) through various communication channels including phone, email, and in-person interactions.

KEY RESPONSIBILITIES
  • Evaluate ADA applications and coordinate functional assessments. Review documentation to determine eligibility based on FTA ADA paratransit eligibility standards, including the issuance of eligibility or denial notifications and ID cards.
  • Manage SRP applications, ensuring accurate data entry and distribution of ID cards.
  • Document incoming correspondence and prepare ADA and SRP application requests along with welcome packets.
  • Maintain and update various database files, including patron caller records, service inquiries, eligibility challenges, and no-show records.
  • Provide detailed information about ADA, SRP, and accessible fixed route services through multiple communication methods.
  • Communicate application processes clearly to customers and their advocates.
  • Engage in community outreach through presentations and meetings with consumer groups and human service organizations.
  • Assist with the registration process for Reduced Fare and Senior Fare programs.
  • Coordinate assessments for ADA applicants with Occupational Therapists at SEPTA's Accessible Transportation Center.
  • Analyze data to support informed decisions regarding ADA assessments.
  • Collaborate with healthcare professionals to gather relevant information about applicants' diagnoses and treatments.
  • Support the ADA eligibility appeal process.
  • Adhere to all eligibility guidelines set forth by ADA and DOT regulations.
  • Contribute to training programs for new hires regarding call handling and response protocols.
  • Perform additional duties as assigned.
QUALIFICATIONS AND EXPERIENCE
  • A High School Diploma or equivalent is required, along with eight (8) years of relevant experience in a dynamic customer service environment, including call centers or telemarketing.
  • Consideration may be given for a combination of advanced education and experience.
  • Mandatory completion of NTI Comprehensive ADA Paratransit certification within one year of employment.
  • Strong verbal and written communication skills are essential; public speaking experience is a plus.
  • Availability for occasional evening and weekend shifts is required.
  • Demonstrated proficiency in telephone communication and customer interaction.
  • Detail-oriented, organized, and capable of working independently; must exhibit patience, empathy, and strong problem-solving abilities.
  • Proficient in Microsoft Office applications with at least three (3) years of data entry experience.
BENEFITS

SEPTA provides a comprehensive benefits package, including:
  • Medical coverage with minimal annual premium contributions.
Additional benefits with no employee premium contributions include:
  • Prescription coverage
  • Dental insurance
  • Vision care
Other offerings include:
  • A Defined Benefit Pension Plan
  • Voluntary Governmental 457B Deferred Compensation Plan with financial advice services
  • Life Insurance
  • Paid Parental Leave
  • Tuition Reimbursement
  • SEPTA Transportation Pass for free travel on all SEPTA services
  • Eligibility for the Public Service Loan Forgiveness (PSLF) program
  • Generous vacation allowances
  • Dependent Care Flexible Spending Account
SEPTA is dedicated to fostering a diverse workplace and is proud to be an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.