Director of Paratransit Outreach

6 days ago

Long Island City, United States MTA, Inc. Full time
Job Title: Director of Paratransit Outreach

This is a challenging and rewarding role that requires a strong understanding of customer needs and a passion for delivering exceptional service. As the Director of Paratransit Outreach, you will be responsible for developing and implementing outreach strategies to engage with customers and promote the use of paratransit services.

Key Responsibilities:
  • Develop and implement outreach strategies to engage with customers and promote the use of paratransit services
  • Participate in events sponsored by NYC elected officials and organizations assisting and advocating on behalf of those with disabilities throughout the five boroughs of NYC
  • Document and resolve customer issues regarding Access-A-Ride (AAR) service
  • Lifecycle management and development of new approaches and materials to communicate effectively and efficiently with customers
  • Work with NYCT Government and Community Relations concerning Paratransit issues raised by public officials and NYC Community Boards
  • Update MTA website, social media, and publications/newsletter about AAR policies and procedures
  • Manage activities associated with the Paratransit Advisory Committee (PAC) to address any issues raised by members
  • Represent paratransit at the Transportation Disabled Committee, NYCT ACTA, and legislative appointed committees
  • Maintain NYCT's ADA compliance for the Travel Training program
  • Manage the Travel Training contract to ensure compliance with its stated scope of work and make modifications as needed
  • Administer programs to safely educate eligible Access-A-Ride customers on the use of accessible fixed route and/or rail services
  • Conduct customer and driver sensitivity training requested
  • Responsible for the Paratransit NYS Customer Satisfactory Survey
  • Select topics and questions to be addressed in the survey and focus group meetings
  • Direct NYCT staff who personally present program information to the public on outreach events
  • Oversee the training and functions of the Cassie software program
  • Provide Training and Education to customers on the use of OMNY for payment of fare on Paratransit services
  • Provide on-boarding and training for new Paratransit Customers, prepares and updates new customer on-boarding video
  • Understand Voice of the Customer research and related feedback loops, pain points, and prioritization and contributes frontline feedback to those processes
  • Maintain a holistic understanding of the end-to-end experience of our customers across all lines of business and participates in activities that influences the strategies to enable those experiences
  • Manage day-to-day operations of a team of outreach specialists to ensure customer needs are met
Requirements:
  • A Baccalaureate degree from an accredited college or university in Transportation Management, Public Relations, Journalism, or Business Administration, Public Administration
  • Five (5) years of full-time related experience, at least three (3) years of which must have been in a managerial/supervisory/administrative capacity
  • Excellent Customer Service experience
  • Knowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisions
  • Knowledge of Microsoft Applications
  • Excellent verbal, written, and interpersonal communication skills
What We Offer:
  • $100,700-$142,929 (Grade C 766 pts)
  • Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission")
  • MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities

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