Support Specialist I Eligibility

Job Description

WHO WE'RE LOOKING FOR

The Support Specialist, Eligibility reports directly to the Supervisor, Paratransit Eligibility and Customer Service. This position is responsible for the assistance in administering assessment of Paratransit eligibility certification in accordance with the Americans with Disabilities Act (ADA). Receives and verifies all applications for Paratransit services.

Responsibilities

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.


Customer Service & Eligibility Support

• Provide professional, courteous customer service regarding ADA, Paratransit eligibility, and Capital Metro programs via phone, in-person, and electronic communication, including responding to public inquiries and processing visitor service requests.
• Support eligibility determination processes, including coordinating re-certifications, assisting with in-person assessments, and collaborating with applicants, staff, vendors, and consultants.

Case Management & Documentation

• Create, maintain, and manage client files (physical and electronic), ensuring accurate and up-to-date records.
• Coordinate with healthcare professionals to obtain supplemental documentation supporting eligibility determinations.

Program Coordination & Reporting

• Coordinate eligibility-related activities such as re-certifications, service change adjustments, research, and departmental projects.
• Prepare and provide reports on applications, eligibility determinations, and re-certification activities.

Records Management & Compliance

• Serve as Department Records Coordinator (DRC), overseeing document retention, archiving, retrieval, and destruction in compliance with policies and regulations.
• Develop and maintain recordkeeping systems, and act as liaison with external storage vendors and internal Records Management Office (RMO) to manage inventory and documentation processes.
• Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Perform other duties as required and/or assigned.

Qualifications

WHAT YOU BRING

• High school diploma or GED required.
• Two (2) years of transit/Paratransit customer service or Social Service experience including one (1) year of data entry experience preferred.
• Experience working with diverse cultures, socio-economic populations, and persons with disability.

Knowledge, Skills and Abilities:

• Working knowledge of ADA Paratransit Regulations, and medical/disability terminology.
• Skill with computers and computer databases.
• Ability to organize data, access application data and apply program per program rules.
• Excellent oral, written, and interpersonal communication skills.
• Skill in researching and collecting information.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.


Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.


Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.


WORK AUTHORIZATION

Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.

Mobility Status:

As an Onsite position, the incumbent's primary workplace is a CapMetro facility or field location. Expected to work in the office 5 days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.