Manager, Eligibility and Customer Management

Job Description

Ready to empower riders with accessible transportation options?

WHO WE'RE LOOKING FOR

The Manager, Eligibility and Customer Management reports directly to the Director, Eligibility, Training, & Customer Management. This position has shared responsibility for all operational and planning functions of the Capital Metro Eligibility and Mobility Training Center (EMTC). The EMTC is responsible for ADA paratransit eligibility, demand response customer service, travel training, pathway assessments, customer safety oversight, functional assessments, tether strap program oversight, community outreach and regional clinic partnerships. This position assists with oversight of the compliance, efficiency, and operational performance of several demand-response and paratransit programs, including compliance with the Americans with Disabilities Act (ADA) along with other federal regulations such as managing, documenting, tracking, and analyzing the administrative processes of Capital Metro and those of contracted services related to Paratransit operations.

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.

• Drive operational performance of the Capital Metro paratransit eligibility, travel training, pathway assessment, and other related programs as necessary
• Manage the implementation and daily operations of the internal and external customer service experience to ensure engagement of customers and adherence to CapMetro policies.
• Oversight of demand response and paratransit customer safety processes and policies while coordinating with operations, including service providers, to assist with training oversight and safety mitigation efforts related to customer issues, incidents and accidents.
• Ensure Capital Metro's compliance with changing legal landscape of demand-response and paratransit programs. Interpret and implement all applicable laws, rules, regulations, policies, and procedures to ensure Capital Metro compliance with all federal and ADA regulations.
• Provide oversight, daily management, and leadership for contractors, interns and staff working on paratransit eligibility, travel training, pathway assessment, customer service, and mobility related projects. Assess staff, workflows and systems regularly. Implement / propose streamlined and / or change existing processes to improve overall performance while creating more cost-effective uses of resources.
• Provide leadership with programs and processes to address Capital Metro's increase in demand and overall costs of demand-response and paratransit services.
• Assist with contract procurement, implementation and oversight for on-site 3rd party functional assessment contractor this includes audits, processing of invoices, quality control checks, compliance with all Capital Metro policies, and equitable resolution of contract disputes.
• Assist with monitoring all departmental budget activities.
• Assure quality results with the implementation and management of all intradepartmental documentation, policy, and procedural plans.
• Establish and manage Key Performance Indicators (KPI's) and report results. Identify performance trends and risks. Facilitate activities to address and resolve issues as necessary.
• Oversee and ensure staff adherence to the process and timeline for providing timely, accurate and thorough paratransit eligibility and appeal determinations for new and recertifying customers through an in-person eligibility process.
• Represent and engage community stakeholders for matters related to Capital Metro demand-response and paratransit services through attendance at public meetings, outreach and presentations, and serving on committees as assigned.
• Oversee management activity relating to hiring, training, coaching, monitoring, appraising, disciplining and terminating within assigned area to ensure a quality workforce.
• Support a safety culture by considering the needs and abilities of all passengers, particularly those with disabilities, to ensure the safe and effective provision of appropriate transportation services.
• Ensure a positive safety culture is maintained by supporting the health, safety, and security of employees within the department.
• 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.
• Performs other duties as required and / or assigned.

Responsibilities - Supervisor and / or Leadership Exercised :

Manages department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

Qualifications

WHAT YOU BRING

Knowledge, Skills and Abilities

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 a 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

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.