Program Manager - ADA Assessment Center

THIS POSITION IS CONTINGENT UPON THE SUCCESSFUL AWARD OF THE MARTA ELIGIBILITY ASSESSMENT CONTRACT

SUMMARY: Responsible for the operational management of all business activities related to the ADA Paratransit Eligibility contracted services, including Eligibility Assessments are fully compliant with the Americans with Disability Act (ADA) and related USDOT regulations. Align services with the client’s contractual guide to avoid legal and regulatory risks.

ESSENTIAL FUNCTIONS:

• Establish and implement operational policies and procedures to ensure compliance with corporate objectives and contractual requirements.
• Maintain awareness and knowledge of ADA and USDOT (49 CFR Part 37) regulations and all Eligibility Assessment types.
• Conduct management-level meetings to ensure effective organizational communication and performance.
• Direct all business function management tasks and ensure appropriate and timely outcomes, including analyzing and documenting data on the volume of assessments, assessment types, complaints and other metrics to identify issues and formulate solutions.
• Ensure ADA's standard and client’s contractual compliance at all times and meet the quality of service agreements while enhancing operational efficiency.
• Coordinate complete and accurate communication to the client, customers and support staff while providing excellent customer service.
• Work with all players to understand and analyze complaints, key performance indicators and other data and proactively develop continuous quality improvement initiatives to enhance customer service and client satisfaction.
• Provide oversight of the eligibility assessment operations to ensure quality interactions with the client, applicants and support staff to enhance overall operational effectiveness.
• Maintain a complete understanding of all aspects of the contracted program and serve as a subject matter expert on all eligibility assessment questions.
• Train and mentor new hires and current staff on new and existing processes and procedures.
• Review assessments and make the final determination on eligibility based on the Client’s stipulated processes (Application, Interview, Functional Assessment and any Supplementary information).
• Conduct in-person interviews, physical and/or cognitive functional assessment as needed to determine mobility capabilities as needed.
• Perform other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Expertise in all aspects of paratransit eligibility certification programs. 
• Experience and knowledge of ADA and HIPPA compliance.
• Proven track record as an effective team leader.
• Effective communicator with good written and verbal communication skills and with proven leadership skills and abilities.
• Demonstrated success in contract management and an ability to analyze, prioritize, and control complex business activities and transactions.
• Experience directing staff in the day-to-day operations of the office.
• Experience managing and evaluating workflow and reporting processes.
• Previous experience working with individuals with disability or Paratransit operations.
• Working knowledge of eligibility determinations, documentation and reporting. 
• CPR and First Aid Certified

QUALIFICATION 

• Bachelor’s degree in Occupational therapy, Rehabilitation, Social Services, Psychiatry or Physical Therapy.
• Must be a licensed occupational or physical therapist with work experience related to the evaluation and assessment of functional abilities including motor, cognitive, visual perception, communication and psychosocial skills and abilities.
• 3 years’ experience in paratransit eligibility certification program management.
• 2 years’ experience in leadership or management positions.

 IND