ADA Quality Assurance Manager

The Rhode Island Public Transit Authority (RIPTA) is recruiting internally and externally for one (1) position of
ADA Quality Assurance Manager within RIPTA’s RIde Program. This is a Non-Represented position.

Position Title: ADA Quality Assurance Manager

Posting Period: February 13, 2025 through February 28, 2025

Salary Range: $80,674.81 to $100,843.51 Annum (Pay Grade 907)

Union Affiliation: Non-Represented

Reports To: Director of Paratransit

Summary of Position:
Under general direction of the Director of Paratransit or their designee, the ADA Quality Assurance Manager is
responsible for administrative activities related to the Americans with Disabilities Act (ADA) Paratransit
transportation service program by providing guidance and support to ADA staff, clients and 3rd party service
provider. Responsible for assisting RIPTA’s ADA Paratransit Service Program with the development, design,
scheduling, analysis and implementation of RIPTA’s ADA service utilizing Reveal software “Workflow” to analyze
trends and identify inefficiencies in the schedules and Call Center. Overseeing the schedule team to provide
technical strategies to optimize efficiencies and quality. Implementing policies and procedures to improve Call
Center operations.

The ADA Quality Assurance Manager will provide the day-to-day oversight of RIPTA’s ADA Paratransit
Scheduling/Call Center and interfacing with RIde’s Dispatch Center. Duties consist of problem solving, analysis of
performance data, preparing reports, developing best practice workflow procedures and meeting with appropriate
RIPTA staff and service provider’s personnel when necessary. Responsible for the review of all computer and
manual operations and calculations that create schedules for drivers to perform both before and on day of service
for all RIde services, as well as provide guidance, assistance and support for the Call Center, scheduling and
dispatch staff. They will ensure all functions of RIPTA programs and services are completed timely and train all RIde
staff to be accurate with making adjustments to schedules and services.

Essential Duties and Responsibilities:
1. Responsible for maintaining familiarity with new and existing ADA paratransit service policies and procedures;
2. Responsible for developing workflow best practices within the scheduling, dispatch and customer service

functions of the RIde program;
3. Fully understand the functions and capabilities of the RMS Suite of Applications;
4. Will work with the RIde Management team to ensure accuracy of all reports;
5. Research and correct scheduling violations, driver issues, vehicle capacity, and other issues that affect the

efficiency of the operation;
6. Serves as the primary Representative for Reveal Software and responsible for training staff members on all

modules;
7. Continuously evaluate and identify opportunities to drive process improvement that positively impacts RIPTA’s

services;
8. Attend monthly ADA Participation Group Forum;
9. Prepare and distribute specific ADA Paratransit statistical reports;
10. Manage special projects as assigned by Director of Paratransit;
11. Other duties as assigned to ensure the efficient operation of the RIde program.

The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular
position, nor are they intended to limit in any way the right of supervisors to assign, direct, and control the work of
employees under their supervision.

Qualification Requirements:

• Bachelor’s Degree in Planning, Urban Studies, Geography or Engineering required; Master’s Degree preferred;

• Minimum of three (3) years’ related experience in a planning and/or scheduling capacity required;

• Strong communication skills, attention to detail, and positive, cooperative attitude are required;

• Ability to handle multiple tasks and multiple requests from co-workers and the public required;

• Ability to learn general service operation, including different agency program requirements and service guidelines

• Must possess excellent organizational and communications (verbal and written) skills, as well as the ability to

• Must possess excellent computer skills and the ability to analyze a large variety of data. Computer literate in an

• Knowledge of public transportation, RIPTA’s Route System and State of Rhode Island Geography highly desirable;

• Must be able to demonstrate flexibility and the ability to work as part of a team.

• RIde Program Customer Service Staff.

• Technical oversight to the RIde/Flex Scheduling Operations.

• Interested applicants should submit their cover letter, resume and/or RIPTA employment application to RIPTA’s

• Selected applicants may be required to pass an oral interview and/or written/computer assessment;

• Applicant must provide RIPTA with a copy of degree and/or transcripts from accredited educational institution,

• Applicant will be required to pass a nationwide full criminal background check to be conducted by RIPTA;

• Applicant will be required to submit a Bureau of Criminal Investigation (BCI) from their state of residence to

• Applicants claiming Military status should submit a copy of the DD-214 form.

• If a candidate fails to meet minimum of (3) years’ related experience in a planning and/or scheduling capacity

• If a candidate fails to submit resume and/or required documentation as outlined within “Selection Process”.

• If a candidate fails to meet minimum required oral interview score, in which the Authority has deemed as a passing

Interested applicants should submit their cover letter, resume and/or employment application to RIPTA’s
Human Resources Department, 705 Elmwood Avenue, Providence, RI 02907; via email to jobs@ripta.com;
online at www.ripta.com/careers no later than Friday, February 28, 2025. Telephone calls will not be accepted.

RIPTA is an Equal Opportunity Employer: It is the policy of the Rhode Island Public Transit Authority that no
employee or applicant for employment will be discriminated against regardless of race, color, sex, age, national origin,
religion, disability status, veteran status, sexual orientation, marital status and/or gender identity or expression.