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Mobility Coordinator (Bellingham)
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JOB SUMMARY:
The position coordinates WTA’s paratransit eligibility certification process, including reviewing applications, rendering eligibility determinations and communicating eligibility decisions. They also serve as a key resource for Americans with Disabilities Act (ADA) public transportation regulations and as WTA’s Reasonable Modification Coordinator. The Mobility Coordinator Represents WTA at appeals hearings and monitors and resolves issues pertaining to rider access.
ESSENTIAL JOB FUNCTIONS:
1. Eligibility Coordination:
a. Process: Oversees and performs all aspects of the paratransit application process to determine the level of eligibility for new and re-certifying applicants. Communicates eligibility decisions and appropriate client information to WTA personnel using computerized systems and in-person interactions. Reviews denials and manages deadlines. Works with paratransit applicants and riders to determine other transportation options, including using the fixed route system. Serves as primary contact for other human service agencies. Communicates with medical professionals, caregivers and community advocates in connection with the eligibility process. Acts as WTA’s ADA Reasonable Modification Coordinator. Issues Reasonable Modification decisions. May include no-show violation analysis, including coaching riders to reduce no-shows and late cancels, as well as sending notification of service suspension.
b. Appeals: In conjunction with Paratransit Manager, conducts informal appeal process to resolve applicant/rider eligibility concerns. Serves as primary representative for WTA in the formal ADA eligibility appeal process. Administers no show violations and conducts informal appeals.
c. Location Assessments: Conducts location checks (access checks) and mobility checks (in-home or on location assessments), distance and geography data confirmation, path of travel research and other matters related to ADA requirements and eligibility determinations. Ensures ADA compliance and that WTA safety guidelines are met. Communicates access instructions to the Agency (i.e. Hotboard posts). Monitors riders for changes in functionality and/or expiration dates. Takes actions appropriate for re-certification or changes to eligibility status. Maintains and reviews conditional eligibility system, ensuring the types of rides for conditionally eligible riders are appropriate.
2. Policy and Regulation Compliance: Serves as a key resource for ADA public transportation regulations. In conjunction with Paratransit Manager, analyzes ridership, service efficiency, ADA compliance, and other key performance indicators. Keeps abreast of regulatory changes and industry best practices. Attends conferences and training as necessary. Completes required certification programs as needed.
3. Training:
a. Internal WTA Support: In partnership with the Training Department, may develop and provide training for Transit Operators, Customer Service Representatives (CSRs), Dispatch and other WTA personnel in areas related to ADA compliance, passenger assistance, disability awareness, and eligibility process.
b. External Customer Support: Coordinates with the WTA Travel Trainer for eligibility assessments and on-going training as it pertains to initial paratransit eligibility and ongoing conditional eligibility. Provides base level travel training on both fixed route and paratransit services, as needed. Refers higher level (more complicated, on-going) travel training opportunities to the Travel Trainer.
4. Records and Communication: Maintains confidential client records (physical and electronic) for managing rider eligibility, application and appeal process, including correspondence related to these processes. Assures appropriate confidentiality with internal and external communications.
ADDITIONAL JOB FUNCTIONS:
1. Explains WTA and other transportation services to the general public. Presents to organizations, senior centers, assisted living communities, and other places regarding fixed route service, paratransit service and travel training. Includes tabling, logistics, customer service and other duties as needed at community outreach events.
2. Approves Personal Care Attendants for both paratransit and fixed route service.
3. Develops and maintains community partnerships. May attend meetings, community events and activities. Gives presentations and disseminates information related to WTA’s paratransit programs and services. May serve on boards or committees of relevant organizations.
4. Collaborates with WTA staff about paratransit-related matters regarding program development, public presentations, travel training coordination, and volunteer coordination.
5. Collaborates on program materials for publication and distribution including the Paratransit Rider’s Guide and Paratransit Newsletter.
6. Researches grant opportunities relating to paratransit services. Provides technical support to the grant application process.
7. May train and coordinate interns and others assisting with Mobility functions.
8. Serves as a resource for passengers experiencing issues accessing services, such as physical locations, communications, processes (i.e. service expectations, difficulty understanding the booking process, etc.).
9. Upholds best practices and WTA's best interests while complying with ADA, Federal Transit Administration (FTA), and State guidelines.
10. Participates in ongoing organization training on issues related to the position and organization.
11. Performs other related duties as assigned.
QUALIFICATIONS:
To perform this job successfully, each essential function must be performed satisfactorily. The requirements listed below are representative of the knowledge, experience, skill, and ability required.
KNOWLEDGE:
Knowledge of modern office procedures, methods and equipment.
Knowledge of Microsoft Office software platform, with intermediate to advanced proficiency in Word, Excel, PowerPoint, and SharePoint.
Advanced proficiency with English language, grammar and punctuation.
Knowledge of Whatcom County geography including roads, streets, landmarks and topography.
Working knowledge of disabilities, medical diagnostic terminology, and related
issues.
Working knowledge of Americans with Disabilities Act, particularly public
transportation provisions of the Act.
SKILLS AND ABILITIES:
Ability to act with integrity, professionalism and confidentiality.
Ability to understand and apply WTA and Departmental policies and procedures.
Work effectively with co-workers at all levels of the organization, as well as people affiliated with other organizations.
Make consistent, fair, and well-considered decisions.
Work independently and manage time well.
Handle stress and continue to perform all duties with efficiency in a courteous, responsible and timely manner.
Communicate effectively, both orally and in writing, with employees at all levels of the organization, outside agencies and with the general public.
Collaborate with WTA staff from all departments.
Use sensitivity and patience when working with the elderly and people with disabilities.
Maintain detailed knowledge of WTA transit routes and service area.
Learn and become proficient with WTA’s proprietary software and systems.
WORKING CONDITIONS, TOOLS AND EQUIPMENT:
Duties are performed primarily in an office environment but also require travel to transit terminals and community meetings, and occasional travel outside Whatcom County. Typical office equipment used to accomplish job tasks includes computer, printer, fax machine, photocopier, calculator, telephone.
EDUCATION AND EXPERIENCE:
Education: Bachelor’s Degree in Health, Human Services or related field, preferred.
Experience: A minimum of two (2) years’ related work experience involving customer service, public contact and general administrative skills required. Experience in a medical or social-service environment or working with the elderly and/or people with disabilities, preferred. Basic word-processing and spreadsheet programs, required. Transit experience, preferred. Knowledge of disability issues, ADA legislation and other regulations governing public transportation, preferred. Other combinations of education and experience which would provide the applicant with the desired qualifications required to perform the job may be considered.
LICENSE OR CERTIFICATES:
Valid Washington State driver's license at time of hire in order to operate WTA vehicles.
PHYSICAL REQUIREMENTS:
Ability to perform essential job functions includes, but is not limited to: communicating (hearing, speaking and writing); standing, stooping or bending, all for extended periods of time; walking; climbing stairs and ladders; pushing/pulling approximately 50 pounds for a distance up to 10 feet, and lifting and carrying approximately 30 pounds. Looking under vehicles and lifting items weighing up to 15 pounds overhead. Ability to have full and complete use of all limbs to assist people with disabilities (such as assisting up and downstairs and pushing people using wheelchairs).
Prolonged periods of sitting at a desk and working on a computer.
Must be able to access and navigate each Division at the organization's facilities.
SPECIAL REQUIREMENTS:
Participation in WTA's Drug and Alcohol Abuse Prevention Program is a requirement of employment which includes reasonable suspicion drug and alcohol testing.
Must pass a driving record check.
Must pass a comprehensive background check.
REASONABLE ACCOMMODATION:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
An Equal Opportunity Employer
Women and Minorities Encouraged to Apply
Drug and Alcohol-Free Workplace including marijuana
Please apply on our website: https://ridewta.exacthire.com/job/202568
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