Ombudsperson

Reporting to the CEO, Spokane Transit's Ombudsperson is a neutral resolution/dispute practitioner whose major function is to provide confidential, informal, and independent assistance to customers with concerns or questions. The Ombudsperson will serve as neutral council by providing recommendations and educating STA's management team on how policies and practice impact our customers. The Accessibility Officer monitors and assures Spokane Transit’s compliance with the Americans with Disabilities Act (ADA) (excluding Title I) and the Washington State Law against Discrimination (WLAD) as it relates to customers and public accommodations. The role will also manage on-going programs, short-term projects, and general research for the CEO.

The ideal candidate will have demonstrated through progressive professional assignments the following skills and experience:

• Ability to tactfully engage customers in frank and diplomatic discussions with customers regarding issues with or questions about the organization
• Able to remain objective and neutral during complaint investigations
• Familiarity with and committed to ADA compliance
• Analytical and able to identify trends
• Comfortable presenting to audiences at all levels of the organization

Examples of Duties

• Serve as the designated STA staff member for questions or concerns from external customers. Represent Spokane Transit and the CEO in various community groups. Groups will include people of differing ages, education, culture, socio-economic backgrounds, physical, intellectual, developmental, and behavioral abilities and/or others who are stakeholders in public transportation.
• Independent judgment, decision-making, considerable knowledge in communication, problem-solving skills, conflict and dispute resolution, sensitivity to people from diverse backgrounds and cultures required. Duties also require knowledge of related laws, regulations, compliance requirements, Spokane Transit’s policies and procedures, and knowledge of federal and state legislative timelines and processes.
• Develop and maintain expertise in the Americans with Disabilities Act (ADA) and the Washington State Law against Discrimination.
• Coordinate Spokane Transit’s compliance with the Americans with Disabilities Act, CFR 49 Parts 27, 28, and 38.
• Update the Spokane Transit Board of Director’s policy committing to full compliance with the ADA as necessary, but at least, every five years.
• Manage the policy, procedures, and reporting functions of the customer complaint, comment, and compliment program, including monitoring ADA complaints. Provide prompt and equitable resolutions to ADA-related complaints.

Requirements

• Bachelor’s degree from an accredited college or university in business or public administration or a related field, and three to five years of progressively more responsible professional experience in providing analysis, evaluation, and review of services to people of differing ages, education, cultures, socio-economic backgrounds, physical, intellectual, developmental and/or behavioral abilities. Understanding of the ADA as it relates to requirements of public transportation is desirable. Master’s degree preferred.

Compensation

Annual salary of $84,560 - $113,319 depending on qualifications
Up to $3,000 in sign-on bonuses available
PPO Medical Plans (Vision coverage included)
Premera Blue Cross – Your Choice 250 Heritage Plus Plan
Kaiser Permanente CDHP PPO Plan
HMO Medical Plans (Vision coverage included)
Kaiser Permanente Medical Core Plan
Kaiser Permanente Medical Core Buy-Up Plan
Delta Dental PPO Plan
WA State Public Employee’s Retirement System (PERS)
PERS 2 or PERS 3
Deferred Compensation/457 plan
Health Reimbursement Arrangement (HRA) employer contribution of $50/month
Employer Paid Basic life ($50,000), AD&D ($50,000) and long-term disability insurance
Pet Insurance
AFLAC Supplemental Insurance
Vacation Accrual Schedule (paid)
0-4 years of continuous service – 2 weeks per year
5-9 years of continuous service – 3 weeks per year
10-14 years of continuous service – 4 weeks per year
15 years of continuous service – 5 weeks per year
Sick Leave Full-time employees – 96 hours per year maximum
.0462 hours earned per hour in paid status 8 hours per month maximum
7 Paid Holidays
4 Floating Holidays
Free bus passes for employee and dependents
Onsite workout facility
KEPRO Employee Assistance Program
Flexible schedule (9/80) available after completion of probationary period
For more detailed information on benefits: https://www.spokanetransit.com/about-sta/employment/for-sta-employees/

Job Type: Full-time

Pay: $84,560.00 - $113,319.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $84,560 - $113,319