Program Representative, Accessible Transit Services

Valley Metro Accessible Transit Services Position

Support customers by ensuring smooth program access, maintaining processes, and assisting with outreach efforts. Valley Metro Accessible Transit Services provides a range of transportation options that ensure people with disabilities and eligible seniors can travel safely, independently, and reliably throughout the Phoenix metropolitan area. These services include accessible fixed-route buses and light rail, ADA Paratransit shared-ride service for eligible riders who cannot use fixed-route transit due to a disability, RideChoice an on-demand, subsidized transportation program that uses rideshare, taxi, and wheelchair-accessible providers for eligible participants in participating communitiesand Demand Response services, which offer reservation-based shared transportation in select communities where fixed-route service may be limited. Together, these programs provide equitable access to essential destinations while supporting mobility and independence. Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer.

Minimum Qualifications & Requirements

High School Diploma or GED and two (2) years of experience in:

• Front-line customer service or case management
• Program administration or eligibility processing
• Data entry and database maintenance
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Additional education cannot be substituted for experience

Licensing/Certification Requirements: A valid Arizona Driver's License with an acceptable driving record upon hire.

Examples of Duties / Knowledge & Skills

The following functions are intended to provide a representative summary of the primary duties and responsibilities of this position and are not an exhaustive list of all duties that may be performed.

• Provide program information; direct internal or external customers according to request or inquiry; and log feedback.
• Respond to and resolve customer complaints and requests for Reasonable Modifications in accordance with ADA requirements, agency policies, and established procedures; document actions taken and coordinate with internal staff to ensure timely resolution.
• Manage program application process, distribution of results and appeals panel and educate and advise customers on program eligibility, policies and rules.
• Maintain program customer details and verify accurate information across databases.
• Attend events, assist with special projects and assist other employees or contractors.
• May assist with monitoring contractor compliance.
• Performs other duties of a similar nature and level as assigned.

Required Knowledge & Skills: Knowledge of:

• Extensive understanding of application and appeals workflow processes
• Fundamental knowledge of program policy interpretation and communication theories
• Essential awareness of database accuracy and update methodologies
• Basic grasp of stakeholder engagement protocols
• Elementary understanding of compliance monitoring procedures and theories
• Introductory application of feedback logging and resolution procedures
• Familiarity with event support and documentation processes
• Using a computer and related software

Skill in:

• Providing program information and directing customers
• Facilitating application intake, review and appeals
• Educating customers on eligibility and program rules
• Maintaining program database accuracy
• Logging feedback and escalating as needed
• Assisting at events and special projects
• Monitoring contractor compliance as assigned
• Communication and interpersonal skills to exchange information and receive work direction

Physical Demands / Work Environment

Work is performed in a typical office setting with routine use of standard office equipment. This role is sedentary requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, foot controls, time pressure, tedious or exacting work, changing of tasks, multi-tasking, irregular work schedule/overtime and working with others on a team.