Administrator Of Contract Services

GENERAL DESCRIPTION OF WORK:

Responsible for monitoring and assessing contract compliance for VIA transportation services to include paratransit, flex service, subsidy contract, will-call, ADA, VIA Link and any other Mobility on Demand service. Responsible to provide direct quality contract oversight. Works directly with Contract Providers to ensure compliance of ADA, Will-Call, flex service, subsidy, VIA Link and any other Mobility on Demand Service. Supervises and directs Contract Service Monitor team for contract invoicing, NTD reports, performance reports, and any other data utilized to enhance contract services. Coordinates with Contractors, within VIA, and with the public at various organizational levels in support of VIA goals and policies and to ensure compliance with Americans with Disabilities Act (ADA) requirements. Works directly with VIA Paratransit Administrators and Bus Staff to ensure VIA resources and Contract resources work cooperatively to provide safe, dependable, and cost-effective services.

ESSENTIAL FUNCTIONS:

Oversees contract oversight to include paratransit, flex, will-call, subsidy, ADA, VIA Link and any other Mobility on Demand services.

Identifies the needs for the department and develops Standard Operating Procedures for Contract Services and directs contract service monitors.

Reviews data for contract compliance and provides reporting mechanisms to ensure oversight.

Assists Project Manager in communicating with Contractor management frequently and openly regarding performance.

Ensures quality of service through performance checks in Trapeze and/or other applicable systems as well as communication with the contractors.

Obtains and understands data to consider options providing clear and concise directives/recommendations.

Coordinates oversight for quarterly and random on-site inspections with respect to fleet condition, file compliance, safety, and training compliance.

Provides daily liquidated damage review of service loss, late service, service interruptions and other contractor performance to process appropriate liquidated damages.

Meets regularly with Contract Services team to distribute information and ensure department goals are understood and met.

Participates in creating scope of work for transportation contracts and works interdepartmentally to prepare RFPs for services.

Monitors current processes and procedures for Contractor oversight as well as initiates new ideas for seamless quality control.

Collaborates with Procurement and Contractors to identify and implement modifications to transportation contracts.

Automates systems to process liquidated damages, invoicing, incentive/disincentive processes and procedures and the monitoring for fraud and abuse.

Monitors contract performance data for accuracy and consistency and identifies trends for the performance and compliance of contracted services.

Oversees the expectations of VIA Complaints and On-Time Performance Goals.

Periodically attends seminars, training, and workshops to keep current with technologies, trends, and other contract related developments.

Reviews and analyzes Contractors’ responses to customer (CAF) reports for consistency and accuracy.

Works cooperatively with Service Planning for implementation of upcoming Mobility on Demand service contracts.

Monitors the evaluation of the quality of customer service provided by Contractor’s vehicle operators.

Prepares weekly activity reports and monthly progress reports.

Prepares periodic reports, as appropriate, related to patterns of activity involving specific Contractor incidents, situations, employees and/or customers, to include recommendations for corrective action or initiatives to improve the quality of paratransit, subsidy, ADA and VIA Link and any other Mobility on Demand service.

Works in cooperation with other VIA staff to analyze system-wide data and identify patterns and trends regarding paratransit, subsidy, will-call, ADA, VIA Link and other Mobility on Demand service quality issues.

Works cooperatively with VIA’s Procurement Division in the review and approval of Contract Service invoices.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

EDUCATION AND EXPERIENCE:

Bachelor’s Degree in Business Administration, Contract Management, Transportation, or a related field and three (3) years transit experience, including two (2) years in a supervisory role, or an equivalent combination. Accounting, contract compliance and other applicable experience may be considered to substitute direct transit experience.

ADDITIONAL REQUIREMENTS:

Must have excellent oral, written, interpersonal, and communication skills.

Must have organizational development and problem-solving skills.

Must work independently with little or no supervision.

Interact professionally with various levels of VIA employees and outside representatives.

Must arrange, assign, and prioritize specific projects.

Must be able to analyze situations, identify problems, and recommends solutions.

Must understand and use spreadsheet and database software.

Must interview and collect information from Contract staff, vehicle operators and customers in a neutral and non-judgmental manner.

Must have mathematical skills to perform basic calculations required for all reporting necessary to meet compliance requirements.

Must draw inferences and conclusions from data and information, while avoiding preconceptions and unsupported judgments.

Must remain focused and patient with customers, especially with individuals with disabilities.

Must respect and maintain the confidentiality of sensitive and personal information.

Must understand, interpret, and apply law, rules, regulations, policies, and procedures.

Must be able to maintain good work attendance.

Safety Accountability Statement:

• Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

• Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs; related to safety, health, and system security.

- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

• Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must support VIA’s EEO and Diversity Program.

PHYSICAL REQUIREMENT:

Requires physical mobility and the capacity to occasionally reach and lift objects weighing up to 25 pounds.

WORK ENVIRONMENT:

Work involves interactivity with VIA staff, Contract staff and vehicle operators, paratransit and VIA Link and any other Mobility on Demand customers and the public.

Work generally takes place in an office environment, to include VIA facilities and Contractor facilities.

Work primarily involves regular hours but also includes some early morning, evening, night and/or weekend activity.

Work involves deadlines and multiple priorities.

Work requires occasional off-site meetings, including riding as a passenger in Contract services including paratransit, VIA Link and any other Mobility on Demand services and supervisory vehicles.

VIA Metropolitan Transit is an Equal Opportunity/Affirmative Action Employer.