Manager of Paratransit Operations

OUR MISSION Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development. OUR VALUES We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability, and safety. Employees and representatives of BFT are expected to uphold our values and mission. NATURE OF POSITION Manage daily paratransit (DAR) operations. Ensure compliance with applicable Federal, State, and local laws and regulations related to public transit operations, agency policies, and procedures. ESSENTIAL DUTIES AND RESPONSIBILITIES Plan, assign and supervise the work of staff to enhance quality of services. Participate in the interviewing of candidates. Train, monitor and evaluate performance. Take corrective action as needed. Coordinate, administer, and review projects. Monitor workflow. Review and evaluate work products, methods, and procedures. Meet with staff to identify and resolve problems. Ensure compliance with collective bargaining agreements. Attend collective bargaining negotiations and grievance related meetings, as necessary. Participate in the preparation of the annual operating budget. Forecast for funds needed for staffing, equipment, materials, supplies, and training. Approve expenditures and implement budgetary adjustments as required. Participate in the development and implementation of goals, objectives, policies, and priorities for assigned programs. Collect, analyze, and interpret data. Provide required reports, including ridership, operating statistics, key performance indicators (KPI), National Transit Database (NTD), Triennial Review and other reports as needed. Oversee paratransit customer service responses to service inquiries and customer complaints. Conduct appropriate investigation and document resolution within customer comment software. Audit customer calls to ensure communication efficiency and customer satisfaction. Coach staff as needed. Assist with coordination and oversight of paratransit contracted services. Assist the ADA Compliance, Eligibility & Certification Manager in facilitating and coordinating the paratransit client eligibility appeals process. Foster and facilitate operations safety efforts and programs. Coordinate program activities with management team to ensure the accomplishment of goals and objectives relative to system growth and improved delivery of services. Ensure compliance with Agency policies and procedures, Federal, State, and local laws, rules, and regulations related to public transit operations, including ADA. Participate in various Agency meetings and committees. Collaborate with internal departments and external groups. Prepare written reports, correspondence and other documentation as needed. Work with and maintain confidential information. Demonstrate regular and punctual attendance. Other duties as assigned. KNOWLEDGE, SKILLS & ABILITIES Interpret and apply Federal, State, and local laws, rules and regulations governing the delivery of transit and paratransit services, including ADA. Principles and practices of public transportation system operations and paratransit programs, including safety programs. Principles and methods of supervision, training, and employee development. Basic understanding of labor relations principles and procedures to supervise, train, evaluate, and motivate staff in a union environment. Basic understanding of individuals with disabilities, their related functional abilities and accommodation tools based on ADA regulations, sufficient to support the ADA Compliance, Eligibility & Certification Manager. Ability to use various scheduling and dispatch software to support DAR/paratransit operations. Procedures and techniques for investigating and resolving conflicts. Familiar with the geography, major transit routes, and landmarks of Benton and Franklin Counties. Read schedules, paper/electronic maps and comprehend directions of travel. Write clear, concise reports, and documentation. React quickly and calmly in emergency situations and adopt an effective course of action within established guidelines. Identify problem areas. Develop and recommend effective courses of action. Prioritize diverse assignments and conflicting demands. Excellent customer service techniques used to establish, maintain, and foster positive working relationships with those encountered during work. Learn new technologies, policies, procedures, and guidelines established by professional organizations and/or governing agencies. Utilize office equipment and other relevant technology (software and systems) to meet business needs. Understand, follow, and communicate clearly and concisely, both orally and in writing. Work as a team member and independently. Effectively apply organizational and time management skills, meet deadlines and comply with Agency policies. Exercise sound judgment in making decisions. Focus on tasks and recall details. Handle frequent interruptions. OTHER CHARACTERISTICS Collaboration: Shares time and knowledge with others. Adjusts priorities as circumstances dictate. Follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively. Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy, and respect. Fiscal Accountability: Actively contributes to the productivity of the agency. Demonstrates good stewardship of company time and resources; displays high standards of ethical conduct. Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations. Innovation: Considers new approaches to situations; encourages ideas and improvements. Sustainability: Actively encourages environmental benefits and the conservation of natural resources. Safety: Adheres to safety related laws, regulations, standards, and practices. Performs work in a safe manner; encourages and supports others to be safe while at work. MINIMUM QUALIFICATIONS Bachelor’s Degree in Business Administration or Public Administration, from an accredited institution and three years of progressive responsibility and management level experience. Must possess a valid driver’s license. PREFERRED QUALIFICATIONS Bachelor’s Degree in Business Administration or Public Administration and five years of related experience, including working with unions and in a public transit environment. PHYSICAL REQUIREMENTS Generally sedentary in nature; occasionally stand and walk; intermittently kneel, stoop, bend, and twist at the waist, and reach overhead; sit for long periods of time. Rarely kneel, crouch, or crawl. Occasionally lift, push/pull, or carry up to 40 pounds. Good vision to read print and computer screen. Hear and speak to communicate in person, before groups, and over the telephone. Manual dexterity of hands and fingers to include repetitive keyboarding, grasping, and reaching to operate a computer keyboard, mouse, and/or standard office equipment. WORKING CONDITIONS Work is primarily performed in an office environment where noise, frequent interruptions and lack of private workspace may be present. Occasional work may be performed in outside environment with exposure to traffic, dust, road noise, exhaust fumes and extremes of temperature. May be called upon to perform or assist in emergency care or first aid with potential exposure to bloodborne pathogens. Must wear personal protection equipment when necessary. Operate a motor vehicle. If you want to give back to the community, consider hopping onboard the team that's going places! EQUAL EMPLOYMENT OPPORTUNITY (EEO) POLICY Ben Franklin Transit (BFT) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. It is BFT’s policy to employ, train, promote, compensate, and provide conditions of employment without regard to a person’s race, color, sex, disability, religion, national origin, age, veteran’s status, citizenship, or any other status protected by applicable law. DRUG-FREE WORKPLACE POLICY Ben Franklin Transit (BFT) is a drug-free workplace. The purpose of this policy is to ensure worker fitness for duty and to protect our employees, passengers, and the public from the risks posed by the use of alcohol and prohibited drugs. Participation in BFT’s zero tolerance drug-free workplace policy is a condition of employment. Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development. We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission. We offer a competitive salary and comprehensive benefits package including medical, dental, vision, long term disability, and life insurance. For more information please click here and scroll down to the benefits section. #J-18808-Ljbffr BFT