PARATRANSIT SUPERVISOR

DEFINITION

Under general supervision is responsible for supervising, scheduling training, and providing performance reviews to Paratransit employees.  Oversees the daily operation of the Paratransit employees in the field and at the office. Develops and presents training material in compliance with state and federal rules and regulations  for Paratransit employees including the maintenance of Class B licenses for Paratransit Operators.  May respond to road emergencies and assist Paratransit Operators in the scope of their duties.  Responsible for assisting employees with minor software issues.  May be required to develop and provide reports as needed.  Additional duties as assigned.

Distinguishing Characteristics

An incumbent to this position will be assigned to either the field or the office but must possess the skills needed to work in both settings.  The field supervisor will be primarily responsible for the functions of the Paratransit Operators, responding to road calls, and updating training for Class B Licensing.  The office supervisor will be primarily responsible for scheduling, assisting Paratransit employees with daily operations; providing guidance for unusual and/or emergency situations.  The Paratransit Supervisors will act as back-up if one supervisor is absent.

DUTIES AND RESPONSIBILITIES:

Provides leadership and works with staff to develop and maintain a high performance, customer service-oriented work environment that supports achieving METRO’s goals. Communicates effectively and respectfully with people from different racial, ethnic, cultural groups, physical and intellectual abilities, lifestyle choices and ages.  Demonstrates an ability to be sensitive to the needs of clients.  Provides information regarding Paratransit services,  which may require the use of tact, discretion and the exercise of independent judgment in interpreting complex policies and regulations.  Provides training to Paratransit employees so they will have the skills and knowledge necessary for the Paratransit position such as Paratransit Operator, Dispatch, Scheduler and/or Clerk, for example, placing and modifying reservations and reading the scheduling software. Coordinates, plans, and conducts training and retraining programs for Paratransit Operators in conformance with state and federal guidelines and regulations; insures Paratransit Operators can safely secure passengers and mobility devices; develops, revises and updates curriculum, forms, and tests used in training. Coordinates, revises, updates, and monitors pull notices, employer statement for testing, certifies Paratransit Operators for licensing.  Works with Paratransit employees to insure they have the necessary knowledge of the functions of the Paratransit program and how it relates to METRO’s fixed route system.  Insures all Paratransit employees are able to communicate information regarding both the Paratransit service and fixed route information to Paratransit clients. Maintains confidentiality of client, employee, management and proprietary information. Participates in the development, revision, and update of occurrence procedures, accident investigation and vehicle impound  procedures; reviews completed accident reports and identifies patterns; maintains records of Paratransit accidents; prepares monthly summary

report and accidents; and coordinates the accident review process. Develops and implements Paratransit policies and procedures.  Supervises, directs, evaluates, coaches, trains, and provides guidance to employees regarding the work performance of their job duties.

Disciplines and/or counsels employees, if necessary. Testifies at disciplinary hearings, as necessary. Assists in administrative duties as needed; researches matters related to counseling and disciplinary matter, prepares documents, reports and correspondence  in support of legal and/or other proceedings; tracks timelines to ensure timely responses in accordance with METRO policy and contract provision; compiles statistics used for reports and records. Assists Paratransit employees with any problems related to service and insures service is available as required. Assists in emergency/urgent situations and works with employees and clients to resolve issues in a timely manner. Assesses unusual or difficult loading situations and make recommendations to clients and/or Paratransit Operator/trainee on the safest and most efficient way to board a Paratransit vehicle in the future. Monitors in- field operations and communicates with maintenance and other departments as needed. May be required to coordinate with 911 responses in cooperation with local governmental agencies. May receive and/or solicit information regarding vehicle accidents.  Must be fully qualified as a Paratransit Operator. May participate in interviews for Paratransit  employees.  Reviews, approves, denies and records time off requests in compliance with the labor agreement.

Must be willing to attend and satisfactorily complete additional specialized training as required by METRO.  Adhere to METRO and departmental policies and procedures.

MINIMUM QUALIFICATIONS:

  • Knowledge of supervisory techniques. One year of supervisory experience.
  • Knowledge of Americans with Disabilities Act
  • Demonstrable knowledge of California State driving rules and regulations.
  • Experience preparing and conducting training programs
  • Understanding of the function of Paratransit program.
  • Ability to interact with clients and staff in a professional manner
  • Oral and written communication skills sufficient to complete paperwork, effectively communicate with the majority of clients and to train Paratransit Operator Trainees and other Paratransit employees.
  • Ability to work calmly in emergency/crisis situations
  • Working knowledge of common computer soft ware systems.
  • Fluency in Spanish is preferred.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is frequently required to sit, talk or hear, both in person and by telephone, use hands to finger, handle or feel objects or controls, reach with hands and arms. The employee is regularly required to stand, walk bend and twist at the neck, lift 30 pounds or over, assist passengers boarding and deboarding, including pushing an occupied mobility device up a vehicle ramp.  Occasional lifting and overhead reaching is required. Visual abilities required include close vision, distance vision, and the ability to adjust focus.

SPECIAL REQUIREMENT:

  • The ability to obtain a Class B license and maintain certification for testing employees for Class B driver’s license
  • Driving record at date of hire must be consistent with METRO’s standards for this position.
  • Good attendance record in previous employment. Safe driving record.
  • Must pass requisite background check.
  • Valid First Aid and CPR certification.
  • Ability to obtain and maintain NIMS and SEMS Certification
  • This position is considered Safety Sensitive position and is subject to Drug and Alcohol testing as required by FTA CFR 49.