Executive Director of Paratransit Services

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed. Job Summary The Executive Director of Paratransit Services will report to the Chief Operating Officer. The incumbent will be responsible for all functions of the RIDE, the MBTA’s transportation option for individuals who are unable to use fixed-route services, including negotiating and managing service contracts, to ensure that the Authority’s paratransit services continue to meet the MBTA’s current high safety and quality standards. The ED will ensure that services are safe and reliable, that all policies and goals of the Authority are being met, and that services are offered within established budgetary guidelines. The ED will work with community groups, local and state officials, and all state and federal regulatory agencies to ensure service meets customer needs and is regulatory compliant. Additionally, the incumbent will lead the Department, focusing on improving overall productivity and efficiency and developing innovative ways to enhance the RIDE program. Duties & Responsibilities Responsible for the management and supervision of an operational management staff to ensure that services are delivered in a safe, efficient, and effective manner, as well as the management of private service and eligibility contractors to ensure strong performance, transparency, and adherence to contractual obligations. Provide overall policy direction and enforcement of safety guidelines for paratransit services. Establish KPIs, goals, and policies to improve the performance of employees and the delivery of service and reports as needed. Review federal and state regulations regarding issues of concern to the Authority to ensure regulations are met, including all ADA-related issues. Explore continuously new service options and services for customers to enhance services and to reduce the Authority's cost per trip. Implement changes to service delivery and fare policies as needed Collaborate with various Authority Departments such as Rail & Bus Operations, Service Planning, Systemwide Accessibility, and others to ensure close coordination between fixed route and paratransit services and initiatives. Oversee all capital investment programs associated with Paratransit Services. Expand strategic partnerships with customers, businesses, and community-based organizations. Provide reports and presentations to MBTA Boards and senior managers on service performance, service changes, and enhancements. Meet with public and private officials when needed to discuss Paratransit issues affecting the Authority. Correspond and meet with members of the public regarding complaints of service and promote Paratransit Services. Manage MBTA operation employees in the Paratransit Services group, including hiring, performance management, and development. Remain up-to-date on and fulfill all roles and responsibilities as related to the MBTA’s Safety Plan and ensure resources are available to all staff, informing them of their roles and responsibilities in the Safety Plan. Receive and coordinate investigation of all customer complaints, ensuring that a full investigation is conducted and appropriate follow-up is completed in a timely manner. Inform the Chief Operating Officer and other senior leaders of any service disruptions. Establish and maintain sound union/management relations while upholding the rights and interests of management and adhering to collective bargaining agreements. Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner. Respond, directly or through others, and/or report to work for emergencies, extreme weather conditions, or any other abnormal conditions that impair service or the safety of service, twenty-four (24) hours per day, seven (7) days per week. Drive a company or personal vehicle to visit work sites and to assist at emergencies, service disruptions, and/or other events as needed. Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees. Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable), and policies of the Authority, including the EEO, Anti-Discrimination, Anti-Harassment, and Anti-Retaliation policies. Perform all other duties and projects that may be assigned. Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions. Supervision Direct supervision of a Director-level, a Deputy Director-level position, and an executive assistant who helps facilitate the day-to-day as well as long-term strategy and executes cross-functional initiatives. Minimum Requirements & Qualifications Bachelor’s degree from an accredited institution in Public Policy, Public Administration, Communications, Political Science, Engineering, Business Administration, Management, Urban Planning, or a related field. Twelve (12) years of progressively responsible experience in implementation, management, improvement, and/or service delivery operations within the transit (or similar) industry. Five (5) years of executive-level management experience in service delivery (director level or above). Three (3) years of supervisory experience overseeing a major professional engineering and/or maintenance program, including responsibility for budget development, supervision of multiple bargaining units, and policy development and/or enforcement. Demonstrated knowledge of government regulations and public administration practices related to transit and/or transportation, including DOT, FTA, etc. High level of written and oral communication skills and experience in packaging financial analysis for board-level presentations Demonstrated ability to effectively lead, manage, and motivate staff, particularly in a public sector environment Knowledge of and familiarity with the Americans with Disabilities Act as it relates to transit services Excellent communication skills and the ability to communicate with large audiences and facilitate meetings Ability to learn quickly, take direction, and work independently, and to use creative, collaborative, and consultative approaches to resolve issues. Strong conflict resolution, analytical, and problem-solving skills; ability to understand, interpret, and present data. Demonstrated proficiency in Microsoft Excel, Word, and PowerPoint. Have the ability to provide internal and external customers with a courteous and professional experience Have the ability to handle sensitive and confidential information in an appropriate manner. Have the ability to travel to locations throughout the MBTA's service area Demonstrated data-driven decision-making skills and a willingness to make test-and-learn hypotheses Effective organizational, analytical, confidentiality, quantitative, writing, multi-tasking, and time management skills. Demonstrated ability to communicate and present effectively to a diverse group of stakeholders and customers. Experience in packaging and communicating complex projects for executive board-level presentations. Demonstrated ability to think strategically and work in a team environment. Demonstrated ability to work effectively with a diverse workforce. A valid driver’s license in accordance with MBTA policy. Substitutions A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement. An associate degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement. A master’s degree in a related subject substitutes for two (2) years of general experience. A nationally recognized certification or statewide/professional certification in a related field substitutes for one year of experience. Preferred Experience and Skills Three (3) years of experience in professional contract management Management experience with the public sector and/or the transportation industry, with a preference for prior experience in paratransit management. Experience with process improvement and/or change management Job Conditions Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English. Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program. Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role. Ability to provide internal and external customers with courteous and professional experiences. Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required). Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers. Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies. Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection). Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings. Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service. Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program. Disclaimers And Definitions General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at View phone number on click.appcast.io or View email address on click.appcast.io . Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer . For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions . Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops. #J-18808-Ljbffr MBTA