Paratransit Support Specialist

GENERAL DESCRIPTION OF WORK:

Responsible for a full range of specialized operational support for a large division with a Director, Manager, Administrators, over 70 Paratransit Operations personnel, and Paratransit Operators at VTOC to include tracking deadlines, posting notices, maintaining departmental files and reports, and providing support services to maintain an efficient operation. Duties are of a routine and specialized nature and will require self-direction with occasional supervision.

ESSENTIAL FUNCTIONS:

Performs specialized and accurate typing and data entry, using PC word processing and spreadsheet software; performs routine filing and information retrieval. Complies and updates material for written and statistical reports. Assist with Power Point presentations.

Reviews and maintains attendance and payroll data for departmental employees, and coordinates timesheet adjustments with the Payroll Department.

Serves as the Paratransit Records Coordinator. Processes Paratransit Operations’ and paratransit service contractor’s records for storage and is the point of contact for the retrieval of records.

Generates and processes routine supply orders using a software program; generates and processes special requisitions using standard forms and procedures.

Maintains departmental bulletin boards regarding current job vacancies, departmental and company policies and similar information.

Screens and directs incoming visitors and telephone calls; assists customers with information, referrals, compliments, and complaints regarding paratransit services.

Prepares Paratransit Operator and Reservation Agent commendation letters.

Monitors and tracks the Paratransit Operation’ budget. Provides quarterly reports to track departmental budget expenses.

Gathers statistical information of Paratransit Operators and completes On-Time Performance and Passengers Per Hour Reports for the Manager of Paratransit Operations.

Responsible for preparing Leaving Service Reports for the Paratransit Operations department.

Prepares correspondence to VIAtrans customers regarding service issues/suspensions and provides copies to Accessible Services for VIAtrans customer files.

Serves as a committee member on the Operator’s Fantasy League. Provides statistical data and updates the official bulletin board with weekly standings.

Prepares End of Probationary reports, letters, or extensions for the Manager or supervisory staff.

Responsible for updating the informational TV monitors in the Paratransit Operations department, including Transguide, with information pertaining to operational and service changes, maps, recognitions, and Paratransit statistical information.

Completes necessary forms for new hires needing computer account set up.

Responsible for the Paratransit Purchasing card, reconciling all charges to the correct

budget and maintaining all receipts.

Coordinates with the Director, Manager on the Van Operator Quarterly meetings, staff meetings and recognitions.

Works with Lead personnel to monitor and record the timely responses to Customer Assistance Forms.

Communicates and coordinates with other departmental personnel to insure consistent application of departmental policies and procedures.

Monitor’s telephone and e-mail messages to Manager during Manager’s absence and distributes messages to appropriate personnel for action or response.

Assists the Manager with organization of his/her meeting and work schedules and monitors due dates as needed. Organizes internal and external meetings.

Uses a telephone, fax machine, personal computer (PC) and complex software to obtain, enter, save, and retrieve information related to trip requests and reservations.

Performs related work and required. Additional administrative duties may be assigned by Manager/VP.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED EDUCATION AND EXPERIENCE:

High school or equivalent and two (2) years related administrative experience in Transportation/Paratransit Operations, or related field.

PREFERRED QUALIFICATIONS:

NA

ADDITIONAL REQUIREMENTS:

Must be able to operate a PC and effectively utilize Word, Excel, PowerPoint, and e-mail

software.

Must learn basic paratransit operating procedures to respond to customers’ questions accurately and effectively.

Must anticipate and recognize inaccurate or inconsistent information and ask follow-up questions to clarify and verify the customers’ travel needs.

Must be patient with and helpful to those customers who have limited speaking and/or cognitive abilities, or who become emotional and impatient.

Must work cooperatively with a diverse group of Paratransit Operations staff.

Must be able to use a fax machine, copier, and email software to transmit documents and information.

Must have a cordial telephone voice and personality, and good verbal communication skills.

Must work within regular and unique deadlines.

Must have basic math skills and good written/verbal communication skills.

Must be trained to basic proficiency in Reservation functions and procedures, to include the use of Trapeze software.

Must have the ability and willingness to exercise independent judgment within boundaries established by the department manager.

Must maintain the confidentiality of sensitive material and information.

Must have ability to comprehend semi-complex materials such as data, reports, reference manuals, policies, and standard operating procedures.

Must be able to maintain good work attendance.

Safety Accountability Statement:

• Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

• Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security.

• Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

• Employees are responsible, a nd required , to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must comply with and support all applicable VIA EEO Policies and Procedures.

PHYSICAL REQUIREMENTS:

Must be mobile and physically able to bend, stoop, stand, reach, and occasionally lift objects such as files, supplies, and large reference boxes weighing 5-25 pounds.

WORK ENVIRONMENTS:

Work involves deadlines and multiple priorities.

Work is performed in typical office environments during normal business hours, but some environments are not accessible to pedestrians and cyclists.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.