Mobility Services Coordinator (Administrative)

BASIC PURPOSE

• This is a professional and technical position primarily responsible for continuous monitoring of and reporting all matters pertinent to the operational performance of the Authority's paratransit (DART), Transit Disadvantaged (TD), and other mobility program contractors.

• The incumbent will work on a dynamic, multi-disciplinary team, for which the areas of emphasis include contract compliance; Americans with Disabilities Act (ADA) compliance; safety; customer service; call center operations; field service operations; data review/analysis and reporting functions; and accounting/billing functions.

• Ensures delivery of timely and appropriate service to contractors and customers. This includes accurate processing of billing, on-demand trip fulfillment, and responsiveness to customer inquiries.

• Facilitates PSTA's execution of its responsibilities and duties as the region's Community Transportation Coordinator (CTC) for the Transit Disadvantaged (TD) program with five transportation operators and 11 transportation coordination agencies.

 

ESSENTIAL FUNCTIONS

• Monitors DART, TD and other mobility services to document safety, reliability, ridership, contractual expenditures, and delivery of customer service. Monitors driver and other operations staff adherence to contractual performance standards in the field. Provides reports of these observations for documentation of service not provided in accordance with contract provisions to the Operations Manager of Service Delivery and, as instructed by management, contractor(s).

• Monitors contractor's Operations Control Center (OCC) performance to include, but not limited to, daily real-time proactive monitoring to prevent lateness, analysis of OCC contractor performance through metrics, cost containment measures and review of reports pertaining to OCC functions.

• Monitors and reports on financial control measures related to operational performance, including review of contractor invoices and supporting documentation and compliance of revenue collection operations. Analyzes, develops, and reports on financial trends, such as with contractual vs. actual costs and financial incentives/disincentives associated with contractor performance. Coordinates internal review of monthly contractor performance and ensures the integrity of operational reports.

• Analyzes ridership trends and trip related data. Monitors and reports on ridership and other metrics for all mobility programs.

• Processes, analyzes, summarizes, and distributes weekly performance reports including, but not limited to, telephone and complaint statistics. Monitors phone call recordings. Performs random record checks on the contractor to ensure compliance.

• Monitors the quality of customer service and courtesy provided by vehicle operators and contractor personnel from both on-street and on-board observation and provides feedback to management. Monitors usage of motility programs and addresses noncompliance with program parameters.

• Monitors proper maintenance of vehicle fleet. Observes and provides reports on vehicle condition, including cleanliness, signage and decals, and heating and cooling systems both from street and onboard observation (where possible). Performs site visits for TD program contractors and ride checks as needed.

• Periodically inspects driver records for completeness, to include compliance with E-Verify, active driver's license, motor vehicle record (with no more violations than permitted by contract), and criminal history records (to ensure compliance with contractual criteria).

• Processes and documents incoming complaint letters, emails, and/or phone calls into Authority's software. Investigates and documents customer complaints and follows up with customers. Analyzes and reports on trends associated with complaints. Contacts customers via phone, written correspondence, and email to identify and resolve complaints. Investigates incidents or activities that impact service-related complaints and alleged violations of noncompliance, ensuring timely and appropriate resolution.

• Reviews data produced by contract personnel for accuracy and completeness, and compares operational data with customer service feedback and monitoring observations. Recommends operational changes to improve performance and enhance the customer experience. Performs technical analyses of operations to identify and avert potential problems. Prepares various reports and status briefings related to TD/ DART/MOD operations, external committees, and board presentations.

• Assists other Mobility staff with tasks as directed by the Operations Managers or Director of Mobility Services. Conducts quality assurance surveys with customers.

• Conducts special projects as assigned. Participates in trainings and meetings as necessary. Performs professional duties as assigned.

• Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.

MINIMUM QUALIFICATIONS

• Education: High School Diploma or G.E.D.; College Degree preferred.  An equivalent combination of education, training and experience that demonstrates the knowledge, skills and ability to effectively perform the functions of this position may be considered.

• Experience:  One (1) year experience creating complex reports using Excel.  Intermediate Excel skills required.  ADA Paratransit or similar transportation experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of:  Service delivery and integrity, performance measurement, contractor management, analysis and reporting procedures required. Basic understanding of the public transportation needs of persons with disabilities, seniors, and/or low-income individuals required; and/or an understanding of how PSTA's (or another transit agency's) fixed route system, Transportation Disadvantaged (TD) services, and ADA Complementary Paratransit service, are strongly preferred.

• Skilled in: Service management, data analysis, verbal and written communications, Microsoft Office suite, with strong Excel, Access, or transportation management software required. Process analysis to improve service efficiency and effectiveness.

• Abilities:  Organize and delegate; exercise sound independent judgment; multi-task and prioritize; speak and write clearly and effectively; provide constructive feedback; train others with diverse learning styles; establish and maintain effective working relationships; follow rules and procedures; perform highly detail-oriented tasks with little to no errors.

 

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