Transportation Coordinator

Position Summary

The Transportation Coordinator plays a critical role in ensuring veterans have safe, dependable, timely, and respectful transportation to medical appointments and essential services. This position serves as the central point of contact between veterans and contracted transportation providers, coordinating rides, monitoring service quality, and ensuring a high standard of care and accountability. This position also cross trains to be back up to outreach staff covering vacations and sick time.

Key Responsibilities

• Receive and manage transportation requests from veterans efficiently, in a professional, compassionate, and timely manner.
• Coordinate ride scheduling with contracted transportation vendors, ensuring accuracy and efficiency.
• Communicate confirmed pickup times and ride details back to veterans. Then provide reminder call to the Veteran before the appt.
• Conduct weekly satisfaction surveys (by phone) with veterans to ensure services meet organizational standards, including timeliness, professionalism, and positive overall experience.
• Monitor and track transportation costs to ensure services remain cost-effective and within budget guidelines.
• Process and maintain accurate and up-to-date mandated records, ensuring compliance with confidentiality and privacy standards related to veteran information.
• Troubleshoot and resolve transportation issues in real time, ensuring no disruption to veterans’ appointments and care.
• Build and maintain strong working relationships with transportation vendors to ensure consistent service quality.
• Cross trains in outreach programs and services, and conduct presentations in the community to agencies i.e., Councils on Aging about Outreach and Veteran Transportation Program requirements and eligibility.

Qualifications

• Valid Massachusetts Driver’s License required.
• Associate degree (preferred), CPR, First Aid required. (can obtain while on job)
• Experience with Vendor Management- Demonstrated experience in building and maintaining strong relationships with vendors, (particularly in the transportation industry).
• Strong organizational skills with the ability to manage multiple tasks simultaneously, prioritize efficiently, and maintain a high level of detail when scheduling and coordinating transportation services.
• Excellent communication and interpersonal skills with veteran clients, community partners, vendors, and internal team members, both in writing and verbally. (Public Speaking experience a plus).
• Demonstrated compassion, patience, and understanding when working with veteran populations.
• Data-Driven Decision Making- Strong analytical skills for tracking the most cost-effective transportation solutions.
• Experience managing sensitive demographic data with strict adherence to confidentiality and privacy policies.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to quickly learn new software systems.
• Ability to lift up to 50 pounds.

Core Competencies

• Problem-solving and critical thinking
• Customer service and veteran-centered care
• Time management and adaptability
• Accountability and professionalism
• Strong ethical standards and discretion

Work Environment This position requires regular interaction with veterans, transportation providers, and staff in a professional office setting. The role may involve occasional physical activity, including lifting and moving materials up to 50 pounds.

Pay: $20.00 - $22.00 per hour

Benefits:

• Paid time off

Work Location: In person