Valley Metro RPTA · 1 day ago
ADA Paratransit and Demand Response Program Manager
Phoenix, AZ
Full-time
Onsite
Mid Level
3+ years expValley Metro exists to Connect Communities and Enhance Lives by providing a regional transportation system to residents of metro Phoenix. The ADA Paratransit and Demand Response Program Manager will oversee the agency's Demand Response Programs, ensuring compliance and effective service delivery while interacting with various stakeholders.
Public TransportationRailroadTransportation
Responsibilities
Monitor contractor compliance with all terms and conditions of Paratransit operations service contracts, as well as the Administrative Broker contract, which manages all reservations and scheduling of Valley Metro’s demand response programs
Assists with the weekly and monthly field visits, road observations and surveys, including detailed observations of demand response and brokerage contractor operations, administration, finances, and personnel training
Assist the Business Manager and the Data Analyst in performing monthly reconciliation of statements of operations and costs from contractors for authorization for payment for services
Support the customer service complaint process, including investigating, drafting, and reviewing responses; monitoring process compliance; and reporting and analyzing trends
Utilize paratransit-specific software and the entire Microsoft office suite to assist with investigations and customer inquiries by e-mail, telephone, or in-person
Develop reports on contractor operating performance and service levels, including ridership, on-time performance, on-time performance appointment, trips per hour, missed trips, no-shows, cost control and budget conformance
Assist in the preparation of the Advisory Board meeting materials
Participate in public meetings to address consumer issues and assist in maintaining coordination with demand response customers and the advisory committee
Research, make recommendations, and implement changes to internal and external processes and overall demand response service as a result of consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic or operational factors, while still maintaining compliance with state and federal regulations
Operate a company or personal vehicle to visit contractor work sites or conduct investigations
Ensure compliance with policies, procedures, and safety standards
Coordinate day-to-day operations for Demand Response Programs and Administrative Brokerage
Develop procedures for program operations, including reservations, scheduling and dispatch, and monitor contractor adherence to terms and requirements
Prepare and deliver presentations to stakeholders
Represent Valley Metro in meetings
Ensure compliance with all relevant local, state, and federal laws, including ADA requirements
Prepare and analyze data-driven reports to evaluate program effectiveness and recommend improvements
Respond to and resolve customer concerns promptly
Engage with Paratransit and RideChoice users to improve their experience
Oversee contractor performance and monitor project timelines
Performs other duties of a similar nature and level as assigned
Qualification
Required
Bachelor's Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field preferred
Three (3) years of professional transit experience directly related to the area of assignment, including Demand Response services, and ADA Eligibility
Demonstrated experience with public outreach, public speaking, and public presentations
Or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above
Valid Arizona Driver's License and the ability to maintain insurability under Valley Metro's Vehicle Insurance Policy
Company
Valley Metro RPTA
At Valley Metro RPTA we develop and deliver an integrated regional transit system with excellence, in collaboration with member agencies and through public and private partnerships.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jessica Mefford-Miller
Chief Executive Officer
Ken Kessler
Chief Financial Officer
Recent News
Arizona Central News
2024-03-16
2023-06-21
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