Valley Metro
ADA Paratransit and Demand Response Program Supervisor
Valley Metro, Phoenix, Arizona, United States, 85003
Overview
Valley Metro exists to Connect Communities and Enhance Lives. We do this by planning, building, operating, and maintaining a safe, regional, multi-modal transportation system to residents of metro Phoenix. From regional bus, streetcar, light rail and paratransit service to alternative commuter solutions, Valley Metro’s mission since 2002 is to develop and operate a network of transit services that now covers 513 square miles!
ADA Paratransit and Demand Response Program Supervisor The ADA Paratransit and Demand Response Program Supervisor will be responsible for day-to-day administration and oversight of all aspects of the agency\'s Demand Response Programs; including ADA Paratransit, RideChoice (an alternative to ADA Paratransit), and Microtransit, as well as ADA Eligibility and Travel Training. The position will report directly to the Manager of Accessible Transit Services and work with program representatives. This position will involve regular interaction with stakeholders across the Regional Public Transportation Network, including 19 Jurisdictions within the greater Phoenix Metropolitan area. Public outreach and presentations are part of the role, requiring the ability to communicate with diverse stakeholders effectively. This role demands flexibility, as it may require working evenings, weekends, and other non-standard hours to support events and community needs.
Valley Metro is a Drug Free Workplace and an Equal Opportunity Employer.
Bachelor\'s Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field
Three (3) years of professional transit experience directly related to the area of assignment, including Demand Response services, and ADA Eligibility
Demonstrated experience with public outreach, public speaking, and public presentations
Or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above
Human Resources reserves the right to call only the most qualified applicants to the selection process.
Background Investigation: Employment is contingent upon the results of a background check
Licenses and Certifications: Valid Arizona Driver\'s License and the ability to maintain insurability under Valley Metro\'s Vehicle Insurance Policy.
The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Monitor contractor compliance with all terms and conditions of Paratransit operations service contracts, as well as the Administrative Broker contract which manages all reservations and scheduling of Valley Metro’s demand response programs
Assists with the weekly and monthly field visits, road observations and surveys, including detailed observations of demand response contractor operations, administration, finances, personnel training
Assist Business Manager and Data Analyst perform monthly reconciliation of statements of operations and cost from contractors for authorization for payment for services
Support the customer service complaint process including investigating, drafting, and reviewing responses; monitoring process compliance; and reporting and analyzing trends
Utilize paratransit-specific software and the entire Microsoft office suite to assist with investigations and customer inquiries by e-mail, telephone, or in-person
Develop periodic reports on contractor operating performance and service levels including ridership, on-time performance, missed trips, no-shows, cost control and budget conformance
Assist in the preparation of the Advisory Board meeting materials
Participate in public meetings to address consumer issues and assist in maintaining coordination with demand response customers and the advisory committee
Research, make recommendations, and implement changes to internal and external processes and overall demand response service as a result of consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic or operational factors, while still maintaining compliance with state and federal regulations
Operate a company or personal vehicle to visit contractor work sites or conduct investigations
Ensure compliance with policies, procedures, and safety standards
Coordinate day-to-day operations for Demand Response Programs, ADA Paratransit Eligibility, Fixed Route, and Light Rail Travel Training
Develop procedures for program operations and monitor contractor adherence to terms and requirements
Prepare and deliver presentations to community groups, and stakeholders
Develop and distribute outreach materials, including marketing collateral and educational content
Represent Valley Metro in meetings and at special events to promote program awareness
Ensure compliance with all relevant local, state, and federal laws, including ADA requirements
Prepare and analyze data-driven reports to evaluate program effectiveness and recommend improvements
Respond to and resolve customer concerns promptly
Engage with Paratransit and RideChoice users to improve their experience
Oversee contractor performance and monitor project timelines
Assist with marketing strategies to enhance service visibility and customer retention
Performs other duties of similar nature and level as assigned
Knowledge and Skills: Knowledge of: ADA requirements for public transit; Operations of paratransit and other demand response programs; Principles of program supervision, coordination, and public relations; Applicable local, state, and federal laws and regulations; Supervisory principles; Advanced principles of assigned area of responsibility; Analytical methods and techniques; Report preparation methods; Public outreach, public speaking, and public presentations; Project management principles and techniques; Research methods.
Skill in: Monitoring and evaluating staff; Prioritizing and assigning work; Compiling and analyzing data; Using a computer and related software applications; Conducting research; Planning, implementing, and supervising program components; Identifying emerging trends, needs, and services; Assessing the consequences and outcomes of program initiatives; Ensuring compliance with applicable internal and external program requirements; Preparing reports, business correspondence, and collateral materials; Coordinating and executing multiple tasks; Developing, implementing, and applying policies and procedures; Providing public relations; Organizing information; Communicating in order to interact with coworkers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.
Physical Demands:
Positions in this class typically require: reaching, standing, walking, driving, grasping, talking, hearing, and seeing.
Work Environment:
Flexible hours, including evenings and weekends, may be required to support special events and community needs. Office-based work with occasional travel to community events and program locations.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
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ADA Paratransit and Demand Response Program Supervisor The ADA Paratransit and Demand Response Program Supervisor will be responsible for day-to-day administration and oversight of all aspects of the agency\'s Demand Response Programs; including ADA Paratransit, RideChoice (an alternative to ADA Paratransit), and Microtransit, as well as ADA Eligibility and Travel Training. The position will report directly to the Manager of Accessible Transit Services and work with program representatives. This position will involve regular interaction with stakeholders across the Regional Public Transportation Network, including 19 Jurisdictions within the greater Phoenix Metropolitan area. Public outreach and presentations are part of the role, requiring the ability to communicate with diverse stakeholders effectively. This role demands flexibility, as it may require working evenings, weekends, and other non-standard hours to support events and community needs.
Valley Metro is a Drug Free Workplace and an Equal Opportunity Employer.
Bachelor\'s Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field
Three (3) years of professional transit experience directly related to the area of assignment, including Demand Response services, and ADA Eligibility
Demonstrated experience with public outreach, public speaking, and public presentations
Or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above
Human Resources reserves the right to call only the most qualified applicants to the selection process.
Background Investigation: Employment is contingent upon the results of a background check
Licenses and Certifications: Valid Arizona Driver\'s License and the ability to maintain insurability under Valley Metro\'s Vehicle Insurance Policy.
The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Monitor contractor compliance with all terms and conditions of Paratransit operations service contracts, as well as the Administrative Broker contract which manages all reservations and scheduling of Valley Metro’s demand response programs
Assists with the weekly and monthly field visits, road observations and surveys, including detailed observations of demand response contractor operations, administration, finances, personnel training
Assist Business Manager and Data Analyst perform monthly reconciliation of statements of operations and cost from contractors for authorization for payment for services
Support the customer service complaint process including investigating, drafting, and reviewing responses; monitoring process compliance; and reporting and analyzing trends
Utilize paratransit-specific software and the entire Microsoft office suite to assist with investigations and customer inquiries by e-mail, telephone, or in-person
Develop periodic reports on contractor operating performance and service levels including ridership, on-time performance, missed trips, no-shows, cost control and budget conformance
Assist in the preparation of the Advisory Board meeting materials
Participate in public meetings to address consumer issues and assist in maintaining coordination with demand response customers and the advisory committee
Research, make recommendations, and implement changes to internal and external processes and overall demand response service as a result of consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic or operational factors, while still maintaining compliance with state and federal regulations
Operate a company or personal vehicle to visit contractor work sites or conduct investigations
Ensure compliance with policies, procedures, and safety standards
Coordinate day-to-day operations for Demand Response Programs, ADA Paratransit Eligibility, Fixed Route, and Light Rail Travel Training
Develop procedures for program operations and monitor contractor adherence to terms and requirements
Prepare and deliver presentations to community groups, and stakeholders
Develop and distribute outreach materials, including marketing collateral and educational content
Represent Valley Metro in meetings and at special events to promote program awareness
Ensure compliance with all relevant local, state, and federal laws, including ADA requirements
Prepare and analyze data-driven reports to evaluate program effectiveness and recommend improvements
Respond to and resolve customer concerns promptly
Engage with Paratransit and RideChoice users to improve their experience
Oversee contractor performance and monitor project timelines
Assist with marketing strategies to enhance service visibility and customer retention
Performs other duties of similar nature and level as assigned
Knowledge and Skills: Knowledge of: ADA requirements for public transit; Operations of paratransit and other demand response programs; Principles of program supervision, coordination, and public relations; Applicable local, state, and federal laws and regulations; Supervisory principles; Advanced principles of assigned area of responsibility; Analytical methods and techniques; Report preparation methods; Public outreach, public speaking, and public presentations; Project management principles and techniques; Research methods.
Skill in: Monitoring and evaluating staff; Prioritizing and assigning work; Compiling and analyzing data; Using a computer and related software applications; Conducting research; Planning, implementing, and supervising program components; Identifying emerging trends, needs, and services; Assessing the consequences and outcomes of program initiatives; Ensuring compliance with applicable internal and external program requirements; Preparing reports, business correspondence, and collateral materials; Coordinating and executing multiple tasks; Developing, implementing, and applying policies and procedures; Providing public relations; Organizing information; Communicating in order to interact with coworkers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.
Physical Demands:
Positions in this class typically require: reaching, standing, walking, driving, grasping, talking, hearing, and seeing.
Work Environment:
Flexible hours, including evenings and weekends, may be required to support special events and community needs. Office-based work with occasional travel to community events and program locations.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
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