Job Details

The function of this position is to administer a wide range of work protocols within the primary functional areas that comprise HRT's Paratransit operations department. These areas include customer service, responding to the general public, communicating with contracted service providers, clients, committee members and city representatives. Duties performed are designed to create and/or maintain departmental standards, policies and procedures that combine to support a safe and efficient operating environment and comply with all ADA requirements. The ideal candidate will possess superior organization and communication skills (both verbal and written) as well as the ability to take clear direction. This position affords the right individual a challenging and highly rewarding professional opportunity.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Receives, responds to, and maintains Paratransit Department email which links clients, potential clients, committees, and other agencies to the department.
• Communicates with public and private agencies concerning the procedure for processing clients.
• Receives, sorts, and distributes departmental mail.
• Maintains departmental supplies.
• Assists in department procedures, ADA, HIPPA, and FOIA information training of HRT staff.
• Perform professional oversight to other employees needing assistance and dialogue regarding Paratransit, ADA and/or HIPPA issues and concerns.
• Serves as Administrative Coordinator and liaison between the Paratransit Advisory Sub-Committee, HRT, TDCHR and all related subcommittees.
• Responsible for preparing the Paratransit Advisory Committee meeting packages and completing meeting minutes.
• Manages and maintains the customer database to include updating client profiles and adjustments within the service area and/or service times and report configuration.
• Produces and reviews NTD data per Federal Guidelines.
• Produces a variety of typed materials including forms, correspondence, and reports; reviews typed materials for accuracy of information, grammar, spelling, punctuation and format.
• Composes correspondence in accordance with instructions to include fulfilling all external and internal agency requests for producing printed material in alternative formats in accordance with the ADA. Use of Translation system (Duxbury Braille Translation System)
• Receives, screens, and refers calls; answers questions about paratransit procedures and services.
• Coordinates and facilitates appeal hearings, procedures, to include all submitted documentation.
• Maintains appeal recordings and documentation for records and FOIA.
• Assists in the coordination, facilitation, and implementation of imposed client sanctions.
• Collects, organizes, records, and verifies accuracy of data and information for reports; monitors and maintains department records and other administrative files.
• Ensure all reminder cards are sent and follow up with returned cards.
• Receive and respond to all requests for written information, Paratransit applications and service quality concerns including telephone, internet and in-person information requests.
• Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures. Responsible for coordinating the records management effort within the department. Coordinates the department documents and eligibility processes with Records Management, including but not limited to, manual and/or automated administrative, applicant, client and related files.
• Documents and assists in the follow up with all service quality concerns with Contract Administrator and contracted service operator(s).
• Prepares and/or coordinates with other departments any documentation required in support of the FTA triennial reviews.
• Coordinates with agency Web Developer regarding Paratransit web pages to serve as an overall medium with fixed route in response to Paratransit service demands. Updates and maintains Paratransit web page information as it relates to amended ADA regulations, specifically in reference to Title II and Title III.
• Other duties as assigned.

Required Knowledge, Abilities and Skills essential to lob Functions:

• Understands and carries out oral and written instructions.
• Possesses the ability to think critically and conduct research with minimal supervision.
• Completes assignments with independent thought and action subject to prescribed directives.
• Works cooperatively with other HRT employees, outside agencies and the public.
• Possesses the ability to work in a fast-paced, unionized environment.
• Demonstrates a willingness to perform other duties as required that support the department's overall goals and objectives in an ongoing effort to achieve operational excellence.
• Knowledge of HIPPA and ADA regulations, specifically Title II and Title III, as it relates to Paratransit and overall transit operations.

Required Software Knowledge and Skills essential to Job Functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.

Software applications:

Proficient in using Paratransit scheduling software is required. Internet, Microsoft Office Suite, PeopleSoft

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department,

Training and/or Education:

Minimum requirements include completion of standard high school courses or GED; must be able to demonstrate typing skills, computer literate, and knowledge of office procedures; must be able to effectively communicate, both orally and in writing.

Required Experience:

Two or more years of experience working in the transit or public transportation industry preferred; Minimum of 2 years of administrative experience is required.

Licenses or Certificates:

Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements:

This position is classified as non-essential personnel.

FLSA Status:

Non-exempt

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires high-speed operation of keyboard devices.

Unusual Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some evening and weekend functions and some occasional travel required for training.

Hampton Roads is an EOE.