Support Specialist I, Eligibility

WHO WE'RE LOOKING FOR

Do you want to be the reason someone gains access to essential mobility and independence?

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 issues of all applications for Paratransit services and issues all identification cards.

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.

• Receive and respond to public inquiries regarding Paratransit eligibilities and services.
• Responsible for client files (physical & computer); create and maintain files as necessary.
• Assist in contacting healthcare professionals to obtain necessary supplemental information related to client’s condition or status.
• Coordinate activities necessary for client re-certification process, working closely with team members.
• Responsible for providing professional, courteous, and efficient customer service related to ADA, Paratransit Eligibility and various Capital Metro programs and services through in-person, phone, and electronic media interactions.
• Receive and process temporary requests for service for visitors with disabilities per ADA regulations.
• Provide monthly reports, information on applications, and re-certification activities.
• Coordinate research, service change adjustments, mail outs, and other projects as assigned.
• Support eligibility team in conducting “in person” eligibility assessments on a case-by-case basis, including re-certifications.
• Work closely with staff, consultants, applicants and vendors to maintain positive and friendly working relationships.
• Serve as department records coordinator (DRC): keep records of documents that are archived, retrieved and returned, oversee retention and destruction of records according to company policy and program. Develop, coordinate, and maintain recordkeeping and filing systems. Liaison between Capital Metro and outside storage in archiving, retrieving and re-filing boxes for the DRCs. Coordinate and work with RMO on outside storage, updates and inventory records management.
• 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.

WHAT YOU BRING

• High school diploma or GED required.
• Three (3) years of transit/Paratransit customer service or Social Service experience required.
• One (1) year of data entry experience.
• 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.

Mobility Status:

As a Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.

WHAT’S IN IT FOR YOU

• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.

• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.

• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.

…and much more!

WHAT YOU SHOULD KNOW

CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.