What are the responsibilities and job description for the Access Paratransit Certification Coordinator position at King County?
Metro Transit is looking to fill one vacant Term Limited Temporary / Special Duty Assignment (TLT/SDA) Access Paratransit Certification Coordinator position to assist with determining paratransit eligibility and providing exceptional customer service for our Access Paratransit van customers who apply for transportation services. Access Paratransit service provides shared-ride public transit van services to persons whose disabilities prevent them from using the accessible fixed-route transit system.
This TLT/SDA position has an expected duration of 6-9 months, ending no later than December 31, 2025.
The ideal candidates for this position will have excellent customer service skills, experience working directly with and providing instruction and/or services for individuals with disabilities as a recent and primary component of their work experience, strong interpersonal communication skills, recent experience with special needs populations, and a familiarity and working knowledge of Title II of the Americans with Disabilities Act (ADA). Responsibilities in this position will include making paratransit eligibility determinations in compliance with ADA federal regulations and King County policies, providing amazing customer service by answering a public phone line, replying to email inquiries, and occasionally meeting with in-person customers. Also, this candidate would occasionally perform community outreach to explain paratransit and accessible public transit services.
Who may apply and position information: This recruitment process will be used to fill one immediate TLT/SDA vacancy. This recruitment will also be used to establish an eligibility pool to fill future vacancies in the same status, that may occur within the next 12 months from the establishment of the pool (at the discretion of the hiring manager), in this job classification within the Access Paratransit workgroup.
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.
As the Access Paratransit Certification Coordinator, you will also:
- Evaluate applications and documents for persons with disabilities who apply for Metro's Americans with Disabilities Act (ADA) paratransit van services – Access Transportation; make eligibility determinations in compliance with ADA Federal Transit Administration (FTA) regulations and King County policies.
- Provide exceptional customer service by promptly responding to customers seeking program information by phone, email, or in person.
- Investigate and respond to customer complaints and inquiries and provide prompt responses.
- Utilize good judgment and discretion in the application of established guidelines, policies, and procedures.
- Provide clear and concise program-specific information to program participants who may have various types of disabilities.
- Provide office support and coordination that is specialized in nature, including documenting data from completed Access Paratransit evaluations, tracking and entering information into internal documentation software systems, registering visitors and regional riders, and assisting with maintaining an inventory of program materials, among other daily assigned tasks.
- Provide information and registration services for Metro’s Taxi Scrip and Adult Day Health Transportation programs.
- Coordinate daily with coworkers to ensure all customers are served quickly and efficiently.
- Coordinate and conduct public outreach activities regarding Metro programs that may include evening and weekend work.
- Attend and represent program at paratransit appeal hearings.
- Participate on internal teams and identify appropriate changes needed for continuous process improvement.
- Perform individual special projects related to paratransit certification and provision of paratransit services.
- Perform other duties as assigned.
Minimum Qualifications:
- Two or more years of recent experience (within the last five years) working interactively and directly with and providing instruction or services for individuals with disabilities as a primary function of the job.
- Technical computer skills and strong working, productive knowledge of MS Outlook, MS Teams, Word, and Excel (testing will be administered for potential candidates).
- Strong communication and interpersonal skills, including exceptional customer service skills and experience (discretion, patience, etiquette, professionalism).
- Demonstrated experience working and successfully communicating with special needs populations over the phone and in-person.
- Experience performing accurate and timely data entry tasks.
- Experience maintaining and tracking customer data and accurately maintaining data sources.
- Experience providing a high level of attention to detail and quality control while still providing efficient delivery of services.
- Experience utilizing good judgment regarding complex and politically sensitive matters; must be sensitive to the needs of others and have experience demonstrating interpersonal traits such as kindness and empathy.
- Proven capabilities to efficiently and effectively solve a variety of problems related to customer service.
Desired Qualifications:
- Bachelor’s degree in social services or related field, or equivalent combination of education and experience.
- Working knowledge of Title II of the Americans with Disabilities Act (ADA).
- Familiarity with Trapeze Paratransit software application, specifically the Trapeze Certification module.
Necessary Special Requirements:
Ability to travel throughout King County and participate in outreach activities as needed, including schedule flexibility to attend some evening and weekend outreaches (approximately once per month).
This position is open to all King County Employees and the General Public. Internal employees applying for the SDA must have completed their probationary period in their current Career Service position.
How to Apply
Complete an online application and answer the supplemental questionnaire.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving, etc.
Applications that are incomplete may be rejected as incomplete and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs.
Selection Process
Applications, including the supplemental questionnaire, will be screened for qualifications, communication skills, and attention to detail. The most competitive candidates will be invited to participate in a skills and/or writing test. The selection process will also include a panel interview(s). Reference checks / Record Reviews will be conducted. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty Assignment. Pay for SDA will be in accordance with the Personnel Guidelines or the selected employee’s collective bargaining agreement.
Work Schedule
This position is non-exempt from the provisions of the Fair Labor Standards Act and is eligible for overtime pay. The work schedule is Monday through Friday, 8:00 a.m. – 5:00 p.m., but work outside of the normal workday may be required for meetings, events, and public outreach.
Work Location:
The primary office for this position is King Street Center at 201 S Jackson St in downtown Seattle.
For more information regarding this recruitment, please contact:
Tracy Bylund (She/Her), Talent Advisor at tbylund@kingcounty.gov.
Union Membership: This position is represented by PROTEC17: Professional and Technical Employees, Local 17
Class Code: 2230200 – Customer Services Coordinator
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To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
Salary : $92,019 - $111,238
