Demand Response Services Associate (Full Time)
Location: Bridgeport
Performs comprehensive and critical support services to GBT's demand response division related to ADA Paratransit Services (ADA), Municipal Grant Program (MGP) Services, Micro-Transit Services, and other mobility service models deployed by GBT.
Accountability:
This position reports to the Director of Mobility on Demand and assists in the day-to-day oversight of GBT demand response services and contractors.
Position Requirements:
- Assists in the day-to-day oversight of all GBT demand response services;
- Responsible for all aspects of ADA and other client eligibility determinations including, but not limited to, in person assessments, application processing, maintaining application files, determining recertification schedules, and ensuring rider information confidentiality.
- Ensures compliance with all federal, state, and local requirements associated with the provision of all demand response services;
- Monitors key performance indicators related to the performance of all GBT's demand response services including, but not limited to, on-time performance, call center performance, fleet availability, and trip duration;
- Responsible for all aspects of customer service including complaint intake and resolution, complaint reporting, call center monitoring and training, monitoring of the service in the field, and special promotions;
- Conducts analyses, and prepares and maintains various written reports of all activities, including, but not limited to customer complaints, and key performance indicators;
- Educates client about ADA eligibility process and potential alternatives to Paratransit services;
- Works with travel trainers to encourage alternatives to Paratransit services;
- Revises and/or contributes to the revision of eligibility applications, user guides, and other materials both print and web-based as required;
- Reviews contractor invoices related to GBT's Demand Response Services;
- Participates in the oversight of day-to-day operations of the call center and on-road services ensuring proper reservation intake, schedule development, and dispatching;
- Participates in federal, state, and other reviews and assists in responding to information requests and other inquiries;
- Participates in community engagement activities at major trip generators and other locations in GBT's service areas;
- May represent GBT at meetings with federal, state, and local officials, organization, and agencies.
- Other duties as assigned by leadership.
Requirements:
- High school diploma, college preferred;
- A passion for public transportation;
- Excellent written and oral communication skills;
- Demonstrated outstanding customer relations skills;
- Superb analytical skills;
- Proficiency in the Microsoft suite of computer applications;
- The ability to quickly learn and master new computer systems;
- The ability to present and speak publicly before large groups;
- Demonstrated experience working and understanding the needs and capabilities of seniors and riders with disabilities;
- A comprehensive understanding of the purpose and elements of the Americans with Disabilities Act Transportation titles;
- Ability to establish goals and prioritize work;
- Ability to work both independently and collaboratively;
- Ability to read; understand executive standard operating procedures and directives;
- Ability to travel and attend meetings, training, and conferences;
- Possession and maintenance of a valid Connecticut driver's license.
Other Duties:
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee of any kind, can be changed or eliminated at any time and does not alter the at-will status of all non-contractual employees.
Safety
Responsible for contributing to a safe and secure work environment. Is cognizant of surroundings and acts in a safe manner at all times. Is knowledgeable of and adheres to OSHA, GBT and other safety standards, directives and advisories, both written and verbal. Uses safety equipment and protective clothing as appropriate and necessary. Maintains good housekeeping habits in work area to avoid injury to self or others. Immediately reports to supervisor or risk manager any safety or security issue, and makes recommendations for improvement. Observes building access restrictions and locks doors when not present. Knows the nearest two safety exits and participates in safety drills.
Physical Demands and Work Environment:
The physical demands of this position are those that must be met by an employee to successfully perform the essential functions of the job with or without reasonable accommodations. While performing the functions of this job, the employee is frequently required to sit, speak and hear. This position is performed generally in an office setting with field work required regularly.