Manager of Paratransit Operations

GENERAL DESCRIPTION OF WORK:

Responsible for the efficient and effective operation of the Paratransit Operations Department located at VTOC. Directs supervisory and administrative work related to the activities of the reservation, scheduling, dispatch, station foreman and field supervision sections of the department, and assures that all sections work in a coordinated and cooperative manner. Responsible for the scheduling, delivery and monitoring of VIAtrans service in support of VIA goals, policies and budget. Monitors the activities and performance of Paratransit staff, Paratransit Operators and contractors, and takes or recommends actions as appropriate to ensure that goals and targets are met or exceeded. Identifies opportunities, options and resource requirements as an active participant in VIA’s planning and budgeting processes. Counsels, coaches, and disciplines salaried and hourly employees as necessary and provides positive feedback to encourage continuous improvement. Investigates and responds to customer complaints and service issues.

ESSENTIAL FUNCTIONS:

Establishes and implements controls to assure compliance with VIA’s goals, budget, quality standards, performance standards and ADA legal requirements.

Responsible for hiring all salaried staff and supervising and evaluating staff in the Paratransit Operations Department.

Conducts frequent meetings to coordinate departmental functions and assignments and to ensure the timely flow of information and directives.

Manages the paratransit services contracts to include regular meetings with senior contract staff to ensure cooperation, continuity and conformance with contractual requirements in coordination with the Contract Services Department

Assists in the development of service delivery options to include fleet mix, coordination with other programs; paratransit and line service integration; and related strategies.

Provides input to the review and revision of the VIAtrans Service Design Standards in response to new and evolving travel patterns, customer characteristics, regulatory requirements, and similar factors.

Develops and recommends modifications to scheduling parameters, and related factors to maintain and improve productivity, on-time performance, and service quality.

Ensures that operational data is accurately collected, maintained, and reported.

Generates and reviews management reports in cooperation with Paratransit Operations administrators to identify staffing requirements, areas and functions requiring attention.

Ensures that service delivery is assigned and accomplished in compliance with the Working Conditions memorandum and the Operator’s Manual of Rules and Procedures.

Investigates and communicates with Paratransit Operators, staff, VIAtrans customers and caregivers of VIAtrans customers to resolve unusual or sensitive operating and service delivery issues.

Initiates and administers actions under the VIA Positive Discipline Policy with respect to salaried employees within the department.

Reviews and revises, as necessary, Standard Operating Procedures for scheduling, dispatch, station foreman, and field supervision activities.

Responsible for requesting appropriate departmental resources, including staffing levels and training. Provides detailed input to the annual VIA budget process.

Represents the Paratransit Operations Department in monthly meetings of the VIA Labor-Management Committee.

Prepares executive-level materials and communications associated with Board meetings, Board Committee meetings, and meetings with political representatives.

Communicates key VIAtrans information and messages to VIAtrans customers, human service agencies, and disability organizations; and makes presentations to disability community groups.

Develops and revises customer outreach materials such as the VIAtrans Service Customer Guide and VIA website information.

Maintains a positive and exemplary attitude with regard to customer service, safety, and productivity; VIA initiatives to promote equality of opportunity and treatment; and all policies contained in the VIA Employee Manual.

Performs other related work as required.

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, Transportation, or related field and at least ten (10) years of applicable work experience in transit and transportation, including two (2) years in a supervisory role, or an equivalent combination. Experience utilizing data to identify trends in paratransit operations that support strategic and tactical adjustments to ongoing operations.

ADDITIONAL REQUIREMENTS:

Must possess key leadership qualities, including integrity; strong interpersonal and communication skills; strong work ethic; must be able to adapt and be flexible; organizational skills; must be able to manage multiple, and often competing, priorities; initiative; accountability; team building skills; must be able to follow through; discretion with confidential or sensitive matters; being pro-active; and a commitment to excellence.

Advanced business writing skills, excellent verbal skills, and ability to develop and prepare targeted messages to VIAtrans customers, bulletins to paratransit operators, and customer facing letters, brochures, and guides.

Must have a valid Driver’s License and a good driving record.

Must be conscientious, capable, honest, loyal and efficient.

Must have functional knowledge of the Working Conditions document.

Must possess a basic understanding of the design and operation of paratransit trip reservations, scheduling, communications, and vehicle control software.

Basic knowledge of the Americans with Disabilities Act requirements related to paratransit service.

Must be able to arrange, assign, and prioritize specific projects.

Must have thorough knowledge of paratransit operations.

Must be able to effectively direct the work of a large staff.

Excellent organizational and problem-solving skills.

Must be able to communicate with the general public in a manner that projects both professionalism and human concern.

Must be able to communicate effectively with all levels of VIA employees, involving situations requiring considerable tact, discretion, and persuasion in order to obtain timely compliance.

Must be able to use basic office equipment and word processing, spreadsheet, and presentation software.

Ability and willingness to exercise independent judgment.

Excellent communication skills, both written and oral.

Must have mathematical skills to perform basic calculations.

Must be able to maintain good work attendance.

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, a nd 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 comply with and support all applicable VIA EEO Policies and Procedures.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, stand, reach and occasionally lift 5-25 pounds

WORK ENVIRONMENTS:

Inside and outside work with occasional irregular hours.

Work occasionally involves being around moving vehicles and exposure to dust, fumes, gases, noises, and extremes in temperature/humidity.

Work involves deadlines and multiple priorities.

Usually works within normal physical office environment.

Frequent scheduled and impromptu travel between VTOC, VIA Metro Center, and VIA Administrative facilities.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.