Class Code: AS115
FLSA Status: Non-exempt

Paratransit Eligibility Coordinator

Bargaining Unit: SEA

DEFINITION:

Under general direction, the Paratransit Eligibility Coordinator performs professional duties related to Americans with Disabilities Act (ADA) paratransit eligibility functions; determines customer eligibility for Santa Cruz METRO paratransit services; conducts outreach to and educates the community, potential applicants and their families regarding available Santa Cruz METRO paratransit and accessible services, consistent with the transportation provisions of the ADA; coordinates the ADA Paratransit Certification program; and performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Paratransit Eligibility Coordinator is a journey-level class in the series.  An incumbent in this class performs tasks related to Santa Cruz METRO’s paratransit eligibility functions, ensuring compliance with applicable laws and policies. 

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Coordinates and performs eligibility determination for Santa Cruz METRO paratransit services including passenger certification, appeals, and recertification services in compliance with legal requirements and Santa Cruz METRO policies; maintains up-to-date knowledge of applicable laws and policies. 
  • Monitors performance of contractor(s), ensuring full compliance with Federal ADA standards, established policies and procedures, and specific contractual terms; completes performance reviews and recommends appropriate action as needed. 
  • Performs data collection for performance measurements; reviews adequacy of service policies and procedures; and assists in the review of the impacts of potential service changes. 
  • Maintains detailed and accurate records of all eligibility determination activities; processes and maintains records for all passenger requests for ADA right to accessible transit and ADA paratransit eligibility, ensuring compliance with Federal mandates and Santa Cruz METRO guidelines. 
  • Produces periodic statistical summaries and analytical reports for Santa Cruz METRO management, the Board of Directors, and others as required; provides department management with complete passenger data for all eligible riders in a timely manner.
  • Serves as the Santa Cruz METRO liaison for matters relating to paratransit eligibility. 
  • Develops and maintains effective and cooperative relationships within the community and with other transit agencies; assists in the organization and preparation for events; hosts and attends public meetings; produces correspondence with all stakeholders, including, but not limited to, eligible passengers, applicants, disability services agencies, Federal and local officials, professional associations and others as needed.  
  • Reviews and makes appropriate determinations on immediate needs certification and other special requests as needed. 
  • Performs a variety of customer service duties; provides information to passengers both in-person and over the telephone; processes identification cards for ParaCruz passengers, including taking required photos; conducts mobility and travel training for fixed route passengers; responds to customer service issues in the paratransit program; receives complaints and feedback from customers by phone or in person; forwards completed documents to the appropriate person.
  • Assists in the preparation of the program budget and monitors costs throughout the year; provides updates to management as needed. 
  • Conducts orientations and training for new employees and temporary staff; may provide training to current staff, as assigned. 
  • Makes mathematical and statistical calculations.
  • Provides information to employees and the public.
  • Operates standard office equipment; utilizes computer software in performing job tasks.  
  • May utilize specialized Santa Cruz METRO software.
  • Drive a Santa Cruz METRO vehicle to perform assignments.
  • Performs related work as required

EMPLOYMENT STANDARDS:

Knowledge of:

  • Applicable Federal, State, and local laws and regulations pertaining to Department of Transportation regulations and policies governing Americans with Disabilities Act (ADA) Fixed Route and Paratransit service, including processing appeals and hearings. 
  • Local and regional transportation services with an emphasis on paratransit services.
  • Analytical methods of researching, gathering, organizing and reporting data, including basic statistical analysis.  
  • Modern office practices, procedures, and equipment, including specialized software applicable to transit services. 
  • Business correspondence, formatting and report writing.
  • Methods of maintaining information in computerized or hard copy files.
  • Methods of prioritizing, planning and organizing complex projects and analytical work. 
  • Public speaking techniques.
  • Advanced time management techniques. 
  • Advanced customer service techniques. 
  • Intermediate mathematics including percentages, and basic statistics. 
  • Principles and practices of effective training.
  • Telephone techniques and etiquette.  
  • The effective use of modern office equipment, personal computers, and standard business software. 

Ability to:

  • Communicate detailed information about local and regional transit systems, including routes and scheduling.
  • Analyze, interpret, explain, and apply relevant laws, policies, regulations, and requirements related to paratransit and accessible transit services.
  • Provide information to the public in a clear, accurate, and effective manner.
  • Work effectively with diverse individuals, including members of the disabled and older adult communities. 
  • Provide effective and responsive customer service, including in stressful situations. 
  • Address customer complaints in a sensitive and tactful manner.
  • Negotiate solutions to difficult issues. 
  • Maintain a calm demeanor in stressful situations. 
  • Define complex problems and develop solutions using analytical techniques. 
  • Work independently using good judgment, tact, and discretion. 
  • Perform research and plan, organize, and conduct analytical studies. 
  • Collect, analyze and interpret data, and prepare comprehensive reports of findings and recommendations.  
  • Maintain confidentiality of materials, records, files, and other privileged information.  
  • Adhere to established work schedules and timelines. 
  • Balance multiple assignments simultaneously and effectively. 
  • Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned. 
  • Communicate clearly and effectively, both orally and in writing. 
  • Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.  

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: 

Education, Training, and Experience:

Bachelor’s degree from an accredited college or university in social science, human science, or a related field.

AND

Two (2) years of progressively responsible professional experience in program administration and monitoring.  

Previous experience working in programs to serve the older adult and/or disabled communities is desirable.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear, and use a keyboard. Work often requires stooping at the waist and the repetitive use of both hands to grasp and feel objects.  Work may require lifting up to 20 pounds unaided.   Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands 

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; solves problems; uses math and mathematical reasoning; performs detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Work Environment: 

The employee typically works in a standard office environment where the noise level is moderate. 

OTHER CONDITIONS OF EMPLOYMENT:

  • Must pass a requisite background check.
  • Must participate in professional development activities. 
  • May occasionally work extended hours or hours outside of the regular schedule.
  • May require occasional travel. 

*Adopted: 12-11-18

*BOD Approved: 08-23-19

*Revised: 00-00-00

*Job Family: Transit Operations Professional

*Job Series: Paratransit Eligibility Coordinator

*Job Series Level: Journey

*Confidential: No