R&D Transportation Services, Inc. · 7 hours ago
Incident Report Coordinator
San Jose, CA
Full-time
Onsite
Entry Level
$23/hr - $25/hr
3+ years expR&D Transportation Services, Inc. is a transportation management and consulting firm that collaborates with various agencies to provide effective transportation services. The Incident Report Coordinator is responsible for fact-gathering and follow-up of incidents related to contracted transportation service providers, ensuring accurate documentation and communication among all parties involved.
ConsultingManagement ConsultingTransportationTravel Agency
Responsibilities
Factgather and document all followup conducted with pertinent parties (transportation vendor, family/care provider, day program and Regional Center personnel) for each reported special incident
Collaborate extensively with internal and external parties to document effective resolutions with the goal to help riders successfully continue to use curbtocurb transportation services
Implement resultsoriented solutions that are considerate of our population with developmental disabilities
Ensure that all reported incidents are appropriately documented consistent with established department protocols
Communicate effectively with Regional Center personnel and/or contractors regarding behavior modification efforts for individuals with the goal to reinstate transportation services when possible
Participate in project team meetings and/or working sessions
Proactively monitor unresolved incidents and collaborate with project team members to support positive outcomes for the people we serve
Through the factgathering process, create Individualized Transportation Plan (ITP) that outlines the participant’s needs, specific seating arrangement and alternative positive activities
Collaborate with Scheduling and QA Departments to coordinate meeting and training with transportation vendor for the successful implementation of Individualized Transportation Plan (ITP)
Maintain current progress notes by utilizing the Incident Report Log for outstanding incident reports
Upon completion of Special Incident Report, record resolution date in MS Access Log (Incident Report Log)
Ensure that all corresponding followup documentation is saved in the participant’s efile
Submit completed Special Incident Report FollowUp Form along with any additional documents to appropriate parties within required timelines
Generate monthly, quarterly and/or fiscal year reports
Communicates With Participants, Family And/or Care Providers, Transportation Vendors, Day Program And Regional Center Personnel By Managing High Volume Of Inbound And Outbound Calls To
Notify changes in service schedules
Provide late bus notifications
Identify customers’ needs, clarify information, research issue and provide solutions
Respond to questions related to service schedules and estimated time of arrivals of their vehicle
Obtain additional information to process service change requests
Obtain and document additional information when a customer reports a concern or complaint
Collaborate with Scheduling and Quality Assurance departments to follow up and implement effective resolutions in response to service issues and complaints
Effectively communicate and collaborate with transportation vendor, day program and Regional Center personnel in response to inquiries and service complaints
Keep records of all conversations in the Customer Service Database to reflect clear and accurate information
Appropriately document incidents that occur during transportation following established department protocols
Coordinate and set up conference room for team meetings and prepare meeting materials including agendas and record minutes
Conduct customer satisfaction surveys to monitor that service providers fulfill service expectations related to safety, punctuality, customer service, etc
Collaborate with Regional Center personnel, programs, and residential placement to generate ITP when new participants require transportation with individual 1:1 attendant support
Coordinate with project team to ensure that ITP is implemented successfully by the service provider
Conduct semiannually reviews pertaining to individuals that are assigned a 1:1 or general route attendant to assess and evaluate the need by collaborating with internal and external parties
Qualification
Required
High school diploma
Two to four years related experience and/or training in a high-volume call center required
Spanish language required
Excellent customer service skills
Confidentiality of all information is essential
Exceptional written and verbal communication skills including active listening and strong presentation skills
Computer literacy skills, proficiency in MS Office Suite: Outlook, Excel, Word, Access and PowerPoint
Excellent reading and language comprehension
Attention to detail and the ability to identify errors or inconsistencies
Ability to gather, relate and summarize information into logical conclusions
Ability to set priorities and manage time effectively
Ability to collaborate with team at all levels of the organization
Ability to effectively communicate in English and Spanish
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively with customers and co-workers
Ability to effectively present information and respond to questions from customers, consumers, and vendors
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
Ability to deal with problems involving several variables in standardized situations
Ability to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen
Ability to reach with hands and arms to operate a computer, reach phone, lift files and boxes
Ability to stand, walk; and stoop, kneel, crouch, or crawl
Ability to occasionally lift and/or move up to 10 pounds
Specific vision abilities required by this job include close vision
Preferred
Some college preferred
3+ years of customer service experience preferable
Company
R&D Transportation Services, Inc.
Founded in 1991, R&D Transportation Services, Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase