Director of Paratransit, ADA Program and Mobility ServicesThis is an on-site position based in Grand Rapids MichiganIn this role, you will provide leadership and operational oversight for GO! Bus, Ride Link, Community Mental Health trips, and PASS, ADA certification, travel training, scheduling, and dispatching. You will lead a team of dedicated professionals while working closely with contracted service providers, community partners, and regulatory agencies.
ESSENTIAL FUNCTIONS - Establishes departmental goals, performance measures, and priorities aligned with The Rapid's performance objectives and outcomes to achieve operational and financial objectives. Develops, recommends, implements, and continuously improves departmental policies, procedures, and service standards.
- Develops, plan, and administer department's operating budget.
- Creates Requests for Proposals (RFPs) as departmental needs require.
- Manage and direct all department activities, including day-to-day operations.
- Manage all aspects of service contracts related to the Authority's paratransit, ADA program and mobility services.
- Ensures The Rapid, and its contractors are in compliance with all applicable federal, state and local Americans with Disabilities (ADA) laws and regulations governing mandated complementary paratransit services such as but not limited to service parameters, eligibility, conditions of eligibility, suspensions, denial of services and appeals.
- Oversees the scheduling and facilitation of all appeals to ADA eligibility decisions.
- Coordinates The Rapid's specialized services with other public and special transportation services in the area by developing plans and implementing actions and programs to improve coordination.
- Prepares and presents monthly, quarterly and annual reports, analysis and narratives, as well as other special services contracts and items that require action by the Board of Directors.
- Serves as staff liaison to support The Rapid's Consumer Advisory Committee and represent The Rapid with other groups and committees dealing with special transportation issues. Uses operational data, customer input and feedback, and performance metrics to identify opportunities for continuous improvement, service innovation, and enhanced customer outcomes.
- Acts as liaison for Michigan Department of Transportation (MDOT) Special Services Coordination Committee and administers the MDOT Specialized Services Transportation Grant Assistance Programs for Kent County.
- Other tasks or assignments as assigned.
POSITION QUALIFICATIONSEducation and Experience: A: Bachelor's degree in Public Administration, Business Administration, Transportation Planning, Urban Planning, Operations Management, or closely related field. PLUS, seven (7) years of progressively responsible management experience in public transportation, ADA paratransit, mobility management, human services transportation, or related field. Which shall have included leading staff, budget management, and contract provider oversight and management.
B. Education as outlined in A. above, a master's degree can be used to substitute for 2-years of experience as outlined above.
Experience administering federally funded transportation programs preferred.
Experience managing ADA complementary paratransit strongly preferred.
Knowledge, Skills and Abilities: - Working knowledge of the ADA, CFR Part 37, Subpart F; Part 27, and Part 38; Federal Transit Administration Circular 4710.1 and ADA Circular C4710.1; Working knowledge of ADA best practices;
- Ability to analyze complex operational, financial, and regulatory issues and develop practical solutions.
- Ability to interpret laws, regulations, contracts, and technical guidance and apply them appropriately to operations. General knowledge of fixed route public transit operations;
- Ability to establish effective working relationships with colleagues and contract partners;
- Ability to communicate effectively with diverse audiences through written reports, presentations, and public meetings.
- Ability to create and organize community engagement;
- Ability to build collaborative partnerships with governmental and community organizations;
- Thorough understanding of customer experience management and service quality improvement processes;
- Working knowledge of human resources principles including employee development, performance management, labor relations, and workplace investigations; strong data analysis skills to support operational decision-making;
- Demonstrated ability to develop and implement strategic initiatives that improve customer mobility and operational performance;
- Ability to manage multiple priorities while maintaining attention to detail and meeting deadlines;
- Ability to develop, monitor, and administer departmental budgets;
- Ability to exercise sound judgment when making decisions with limited information or under changing circumstances;
- Ability to foster a culture of accountability, customer service, innovation, and continuous improvement;
- Ability to anticipate operational risks and proactively implement mitigation strategies.
- Mastery of Microsoft office and the ability to learn transit specific software tools and programs.
WHY JOIN US? - Comprehensive Benefits - Medical, dental, and vision plan options
- Retirement Plans - 10% employer contribution to 403(b) and access to a 457 plan
- Insurance Coverage - Employer paid Life, AD&D, short- and long-term disability
- Wellbeing Support - Employee assistance program, fitness center access, and gym membership reimbursement
- Free Transportation - Ride The Rapid at no cost with your employee badge (includes eligible dependents)
- Generous Paid Time Off - Vacation and sick time accrues monthly
