What are the responsibilities and job description for the Eligibility Manager position at Metro?
Metro is seeking a Eligibility Manager to conduct ADA Assessments in compliance with the Americans with Disabilities Act; conduct monthly appeals meetings and act as liaison between appeals board and appellants; serve as liaison between Metro, Access and other transportation providers; and facilitate the coordination of community transportation services.
JOB DUTIES
- Oversee Access eligibility process and travel training programs.
- Ensure that documentation is documented properly and maintained at the utmost confidentiality.
- Conduct assessments for new customer eligibility and current customer’s recertification in compliance with the Americans with Disabilities Act (ADA).
- Ensure that all ADA related functions are within the guidelines of the law.
- Ensure that ADA assessments are conducted consistently, accurately, and fairly.
- Conduct assessments in accordance with established procedures for regional partners such as Butler County, the Transit Authority of Northern Kentucky and others. Act as liaison between agencies and offer subject matter guidance as needed.
- Remain in compliance with legal requirements as it relates to the ADA and transportation.
- Stay apprised of regulatory changes related to transportation services for customers with disabilities, including changes that may be relevant to the Americans with Disabilities Act, Department of Transportation, Department of Justice, etc.
- Manage the Travel Training program and support travel trainer
- Ensure that reporting staff has access to and is appraised of regulatory changes, including local, state, and federal laws.
- Oversee the continued development of all eligibility and travel training staff to keep them abreast of new technologies; oversee and direct the development of employees’ skill and understanding of procedures and policies, developing, implementing, monitoring and overseeing adherence to the Americans with Disabilities Act.
- Initiate and maintain accurate, thorough records of assessments and make recommendations regarding eligibility for applicant. Up/Download photos of applicants and document eligibility results electronically. Ensure that eligibility assessments and other documents (written, electronic, etc.) are issued.
- Ensure that reporting staff are providing customer documents in a timely fashion as required by the Americans with Disabilities Act, including appeals and eligibility information
- Oversee that Conditional Eligibility is managed properly, including usage.
- Oversee the No Show and Late Cancelation policies, ensure that proper management and processes are in place and being upheld by the accessibility team.
- Recruit, develop, train and maintain an energized appeals committee; oversee and attend the eligibility appeals process. Provide oversight and guidance staff as needed.
- Participate in staff training and development programs, initiative, and performance measurement criteria. Keep Accessible Services staff abreast of new technologies, procedures, policies, and ADA regulations. Make recommendations to management concerning such issues as procedural changes.
- Supervise daily operation at the Silverton Assessment Center, including but not limited to, maintenance and operations, equipment operation, support services, and grounds. Report necessary maintenance and repair work for the facility as needed.
- Initiate and maintain positive community relations, particularly with service providers such as Hamilton County Developmental Disabilities Services. Participate in community outreach events and coordinate events that are mutually beneficial for agencies and SORTA.
- Partner with internal/external task forces, committees, and project groups relevant to paratransit transportation in the Greater Cincinnati Region.
- Manage regional transportation endeavors, including oversight and management of Access’ One-Seat Regional Paratransit program.
- Arrange, manage and present on-going educational opportunities for customers, providers and stakeholders.
- Create and manage the operating and capital budgets for the eligibility and travel training areas.
- Supervise and manage staff, arrange for training to be provided, evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action.
- Attend public meetings, fairs, marketing opportunities to promote the functional assessment process, travel training, lift-equipped fixed route service and Access.
- Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation, and professional development among staff.
- Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department, and organization accomplishments.
- Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran.
- Ability to work in compliance with Metro’s safety and security policies.
- Other duties as assigned.
POSITION QUALIFICATIONS
Competency Statement(s)
- Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
- Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
- Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
- Leadership - Energetic, innovative self-starter, committed to continuous improvement, critical thinking, and creative problem solving.
- Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
- Proficiency - Able to multi-task, plan and measure results, create and analyze data, excellent computer skills, accuracy and attention to detail, excellent project management skills.
Education
- Bachelor’s Degree or Professional Certification
Experience
- Four years related experience in Physical Therapy, Occupational Therapy, Special Education or closely related field that focuses on working with people with disabilities.
- Management experience preferred but not required.
SKILLS & ABILITIES
Computer Skills
- Working knowledge of Microsoft Suite. Experience with Trapeze products (PASS, CERT, COM) are helpful.
Certificates & Licenses
- First Aid and CPR Certification
WORK ENVIRONMENT
Office/training center atmosphere
