Support Specialist II, Eligibility

WHO WE'RE LOOKING FOR

Ready to make a real impact on accessible transportation? Do you thrive on organization and enjoy connecting with people?

The Support Specialist II, Eligibility reports directly to the Manager, Paratransit Eligibility & Customer Service. This position is responsible for the administration, documentation, tracking, and analyzing the application process for paratransit eligibility in accordance with the Americans with Disabilities Act (ADA). Assist in conducting a customer friendly and efficient transit orientation and in person paratransit eligibility assessments.

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.

• Responsible for administration of the eligibility process from receipt of application requests to final eligibility determination in an accessible format for applicants including creating and maintaining applicant records, eligibility assessment records, assessment referral information and travel training assessment records.
• Disseminate documents, electronic data and reports as needed to administer and support the ADA appeals process including updating associated databases and reports while ensuring compliance with all eligibility time constraints imposed by ADA regulations.
• Work cooperatively with third party administrator in providing functional eligibility assessments including but not limited to physical, cognitive, visual, seizure, and psychiatric evaluations.
• Maintain and update eligibility documents and manuals required for daily operations.
• Receive and respond to inquiries regarding paratransit eligibility and services.
• Conduct “in person” eligibility assessments on a case-by-case basis, including re-certifications to determine ADA paratransit eligibility or determine need for additional assessment with third party administrator.
• Screen and categorize all ADA paratransit applications and re-certifications based on a review of information provided by customer and healthcare professional.
• Follow up with third party administrator to obtain additional documentation or clarification of existing information provided or for clarifications of functional capacity evaluations.
• Identify and refer ADA paratransit applicants and customers for travel training assessment and authorize recommended services.
• Receive and process temporary requests for service for visitors with disabilities per ADA regulations.
• Conduct research, service change adjustments, mail outs, and other projects as assigned.
• Work closely with staff, consultants, applicants, and vendors to maintain positive and friendly working relationships.
• 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

• Bachelor’s degree in Human Services, Social Services or related field. Related experience may be substituted on a year for year basis not to exceed four (4) years.
• Three (3) years experience in the area of rehabilitative or social services, including experience with highly confidential information, organizing complex files and maintaining records. Experience in Occupational Therapy or Orientation, Mobility Training and paratransit is preferred.
• Experience working with diverse cultures, socio-economic populations, and persons with disabilities.

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
• Ability to work a varied schedule to include evenings, weekends

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 have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as 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.