This position reports to the General Manager and is responsible for monitoring all aspects of the performance of the WMATA Metro Access Paratransit contract. Candidate must be able to work dependably with integrity and achieve a high level of production output with little, and at times, no direct supervision. While monitoring is generally split between Operations and Safety, occasionally, this position will be required to assist with Contract compliance. Service provided includes paratransit service in accordance with the requirements of the Americans with Disabilities Act of 1990 (ADA) as amended.

Competitive compensation Minimum $83,000 - Maximum $90,000

Benefits include:

Vacation: minimum of two (2) weeks

Sick days: 5 days

Holidays: 12 days; 8 standard and 4 floating

Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities/Duties: Typical work tasks include service quality monitoring using information from our client's scheduling/trip databases, vehicle inspections and submission of various reports on service quality. Must be capable of inspecting facilities, records, vehicles and "audit" training programs including those on passenger assistance, disability awareness, sensitivity, substance abuse, etc. Candidate must be capable of conducting follow-up on specific complaints, especially those of a serious or recurring nature.

This candidate must be capable of developing and regularly filing a variety of reports, including field observation reports, general field/office activity summary reports various transaction and trip audit reports, and special reports as directed, and must be capable of working with data accessed from multiple databases. Some verification of trip provision through both telephone communications with passengers and visual monitoring will be required. Will be required to coordinate oversight of federal, state and local and contractual requirements such as FTA drug/alcohol testing standards, any additional agency, client, and corporate reporting.

The successful candidate must possess proficient computer skills and be capable of properly managing work time including balancing multiple tasks with varying deadlines and objectives. Good documentation skills, time management skills and ability to work in a team environment with minimal oversight are necessary. This individual must be creative, energetic, and reliable and must act professionally at all times when interacting with the public and team members.

Other Duties:

• Attend regularly scheduled service provider, transit agency advisory committee or subcommittee meetings, and/or public meetings as needed, as well as driver training sessions, and training for supervisors and other personnel. These meetings are usually during the standard business day but may be scheduled during hours considered outside the standard workday.
• Attend and prepare minutes for client meeting, quarterly, along with disseminating meeting announcements and recording meeting minutes.
• Regular public presentations on the rules and procedures of WMATA programs, in both instructional and community outreach settings; written presentations when needed.
• Coordinate, organize, and maintain communication related to client request
• Support and work with Transit Planner on projects such as those relating to van services.
• General office work including data entry, filing, assisting in call center operations
• Attendance Tracking and corrective action administration.
• Other duties as assigned.

Skills/Knowledge/Abilities:

The following are required or preferred:

• Excellent written and verbal communication skills in English.
• Proficiency with MS office products.
• Office, data entry, or administrative experience.
• Experience with transit scheduling software such as Trapeze PASS.
• Basic knowledge of vehicle preventive maintenance programs.
• Ability to read and comprehend federal provisions, state and local laws, and contract provisions.
• Knowledge of municipal/public transportation concepts, such as ADA Paratransit and exposure to federal, state and local laws preferred.

Experience & Educational Requirements:

• High School Diploma or equivalent.
• Four-year college degree or a minimum 2 years of college preferred.
• Minimum of two years work experience.
• Availability to work shifts or flexible work schedules as needed.

Physical Requirements:

The essential functions of this position require the ability to:

• Work outside in varying temperature, weather, and humidity conditions, work alone and in remote locations.
• Sit for extended periods (up to 6-8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
• Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise.