Mobility Services Coordinator

BASIC PURPOSE:

The Mobility Services Coordinator is responsible for overseeing and monitoring the
operational performance of PSTA's paratransit, Transit Disadvantaged (TD), and other
mobility programs and contractors. This professional role supports a multi-disciplinary
team in areas including contract and ADA compliance, safety, customer service, call center
and field operations, data analysis, and billing functions. The coordinator ensures timely
and accurate service delivery to both contractors and customers, including processing
billing, fulfilling on-demand trips, and responding to inquiries. Additionally, the role
facilitates PSTA's responsibilities as the region's Community Transportation Coordinator
(CTC), coordinating efforts across multiple transportation operators and agencies to
support efficient, compliant, and customer-focused mobility services.

ESSENTIAL FUNCTIONS:

• Monitors paratransit, TD and other mobility services to document safety, reliability,
  ridership, contractual expenditures, and delivery of customer service. Monitors driver and
  other operations staff adherence to contractual performance standards in the field.
• Provides reports of these observations for documentation of service not provided in
  accordance with contract provisions to the Deputy Director of Mobility Services and as
  instructed by management, contractor(s).
• Monitors contractor's Operations Control Center (OCC) performance to include, but not
  limited to, daily real-time proactive monitoring to prevent lateness, analysis of OCC
  contractor performance through metrics, cost containment measures and review of
  reports pertaining to OCC functions.
• Monitors and reports on financial control measures related to operational performance,
  including review of contractor invoices and supporting documentation and compliance
  with revenue collection operations. Analyzes, develops, and reports on financial trends,
  such as with contractual vs. actual costs and financial incentives/disincentives associated
  with contractor performance. Coordinates internal review of monthly contractor
  performance and ensures the integrity of operational reports.
• Analyzes ridership trends and trip related data. Monitors and reports on ridership and other
  metrics for all mobility programs.
• Processes, analyzes, summarizes, and distributes performance reports including, but not
  limited to, telephone and complaint statistics. Monitors phone call recordings. Performs
  random record checks on the contractor to ensure compliance.
• Monitors the quality of customer service and courtesy provided by vehicle operators and
  contractor personnel from both on-street and on-board observation and provides
  feedback to management. Monitors usage of motility programs and addresses
  noncompliance with program parameters.
• Monitors proper maintenance of vehicle fleet. Observes and provides reports on vehicle
  condition, including cleanliness, signage and decals, and heating and cooling systems
  both from street and onboard observation (where possible). Performs site visits for TD
  program contractors and ride checks as needed.
• Periodically inspects driver records for completeness, to include compliance with E-Verify,
  active driver's license, motor vehicle record (with no more violations than permitted by
  contract), and criminal history records (to ensure compliance with contractual criteria).
• Processes and documents incoming complaint letters, emails, and/or phone calls into
  Authority's software. Investigates and documents customer complaints and follows up
  with customers. Analyses and reports on trends associated with complaints. Contacts
  customers via phone, written correspondence, and email to identify and resolve
  complaints. Investigates incidents or activities that impact service-related complaints and
  alleged violations of noncompliance, ensuring timely and appropriate resolution.
• Reviews data produced by contract personnel for accuracy and completeness,
  and compares operational data with customer service feedback and monitoring
  observations. Recommends operational changes to improve performance and enhance
  the customer experience. Performs technical analyses of operations to identify and avert
  potential problems. Prepares various reports and status briefings related to program
  operations, external committees, and board presentations.
• Assists other Mobility staff with tasks as directed by the Operations Manager: Data and
  Service Delivery.
• Conducts quality assurance surveys with customers.
• Schedules, conducts, and records outcomes for annual audits and periodic site visits with
  PSTA mobility and TD contractors.
• Issues bus passes for paratransit customers
• Participates in trainings and meetings as necessary.
• Reports to work as an "essential employee" in emergency situations or disasters, acts of
  nature or major incidents.
• Develops and maintains instructional documents, templates, and standard operating
  procedures. Recommend process improvements to increase efficiency and accuracy.
• Performs other functions as assigned.

SUPERVISORY RESPONSIBILITIES

Position does not have supervisory responsibilities.

QUALIFICATIONS

EDUCATION: High School Diploma or G.E.D. required; Associate's degree or higher
preferred.

EXPERIENCE: One (1) year experience creating complex reports using Excel. Intermediate
Excel skills required. ADA Paratransit or similar transportation experience preferred.
Equivalent combinations of education, experience, and training may be considered.

PERFORMANCE STANDARDS

Quality of Work: Produces accurate, thorough, and high-quality work, following applicable
instructions.

Customer Focus: Provides excellent customer service to internal and external customers.

Communication: Communicates clearly and effectively with colleagues and stakeholders.

Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully
and productively; contributes to a positive environment.

Productivity/Time Management: Effectively manages time and resources to meet
deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve
issues without guidance.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge: Service delivery and integrity, performance measurement, contractor
management, analysis and reporting procedures required. Basic understanding of the
public transportation needs of persons with disabilities, seniors, and/or low-income
individuals required; and/or an understanding of how PSTA's (or another transit agency's)
fixed route system, Transportation Disadvantaged (TD) services, and ADA Complementary
Paratransit service, are strongly preferred.

Skills: Service management, data analysis, verbal and written communications, Microsoft
Office suite, with strong Excel, Access, or transportation management software required.
Process analysis to improve service efficiency and effectiveness.

Abilities: Organize and delegate; exercise sound independent judgment; multi-task and
prioritize; speak and write clearly and effectively; provide constructive feedback; train
others with diverse learning styles; establish and maintain effective working relationships;
follow rules and procedures; perform highly detail-oriented tasks with little to no errors.

PSTA offers great training and career development opportunities. Learn more here: PSTA Professional Development

PSTA is an Equal Employment Opportunity Employer. We are committed to equal employment opportunity to all qualified persons, without regard to race, color, religion, creed, ancestry, national origin, age, gender, gender identity or expression, marital status, disability, or other protected status, as established by Federal or State laws.

PSTA complies with the Americans with Disabilities Act (ADA), to provide reasonable accommodations for persons with disabilities. If you have a disability that requires accommodation during the application or interview process, please call Human Resources at View phone number on click.appcast.io.

PSTA is a Drug Free/Smoke Free Workplace. PSTA is an Equal Opportunity Employer - M/F/D/V

Veterans' Preference - Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by PSTA, and are encouraged to apply for the positions being filled.