Non-Emergency Medical Transportation Program Administrator

Introduction

The State of Connecticut, Department of Social Services (DSS) has an anticipated vacancy for a Non-Emergency Medical Transportation Program Administrator (Social Services Program Administration Manager) located in Hartford, CT.

POSITION HIGHLIGHTS

• LOCATION: 55 Farmington Avenue, Hartford, CT
• SHIFT: First shift, Full Time (Flexible hybrid work schedule - in-person and telework)
• SCHEDULE: Monday - Friday

Key responsibilities include:

Non-Emergency Medical Transportation (MTM): Ensure effective management of the NEMT broker, focusing on access, reliability, quality, regulatory compliance, legislative relations, and continuous improvement for diverse and high-need populations.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In the Departments of Aging and Disability Services, Developmental Services, Mental Health and Addictions Services, Social Services, and the Office of Early Childhood this class is accountable for managing program/policy planning, development, implementation and monitoring for a major agency program area.

EXAMPLES OF DUTIES

• Manages staff and/or operations of unit/program;
• Implements social services programs/policies;
• Coordinates, plans and manages unit/program activities;
• Formulates program goals and objectives through the review of agency data;
• Develops or assists in development of related policy;
• Interprets and administers pertinent laws;
• Coordinates research, data analysis and program planning efforts;
• Monitors, analyzes and evaluates programs/policies to determine cost-effectiveness and quality of service;
• Identifies and coordinates training needs;
• Advises leadership of legislative, legal or other program/policy impacts and recommends an appropriate position;
• Monitors all internally and externally initiated program/policy changes;
• Researches, prepares and presents testimony to legislative committees, study committees and courts regarding social services issues;
• Evaluates staff;
• Prepares or assists in budget preparation;
• Maintains contacts with individuals both within and outside of agency who might impact program activities;
• Acts as agency contact with state, federal and community agencies on social services to ensure service delivery;
• Participates in the recruitment and hiring of staff, including outreach, interview and selection;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Considerable knowledge of
  • and ability to apply management principles and practices;
  • relevant state and federal laws, statutes and regulations;
  • social services programs, early childhood programs, deaf and hard of hearing programs, programs for older adults and/or programs for individuals with intellectual disability or behavioral health issues;
  • relevant agency policies and procedures;
• Knowledge of community organizations and social services agencies;
• Considerable
  • interpersonal skills;
  • oral and written communication skills;
• Considerable ability to interpret complex written material including legal narrative and to assess the impact thereof on programmatic goals.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Nine (9) years of professional experience in the delivery of social services programs and/or policies.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been in a managerial or consultative capacity with programmatic and administrative responsibility for a regional or statewide social services program.

NOTE: For state employees this experience is interpreted at the level of a Program Manager, Operations Manager, Public Assistance Consultant, Planning Specialist and Associate Accountant.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in social work, public administration, accounting, early childhood education or a closely related field may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Public Administration, Healthcare Administration, Public Health, Business Administration, Transportation Management, or a related field; Master's degree preferred.
• Five or more years of progressively responsible experience in Medicaid program administration, healthcare operations, transportation services, or related human services programs.
• Experience administering or overseeing Medicaid Non-Emergency Medical Transportation (NEMT) programs, transportation broker contracts, or transportation service delivery systems.
• Knowledge of federal Medicaid regulations and state policies governing NEMT services, eligibility, reimbursement, and program integrity requirements.
• Experience managing complex contracts, vendor performance, procurements, and compliance monitoring activities.
• Demonstrated ability to analyze transportation utilization, access, quality, and cost data to inform program improvements and policy decisions.
• Experience developing and implementing operational policies, procedures, and performance measures.
• Knowledge of healthcare access barriers, social determinants of health, and strategies to improve transportation access for Medicaid beneficiaries.
• Experience collaborating with transportation brokers, healthcare providers, state agencies, advocacy organizations, and community partners.
• Familiarity with transportation network operations, scheduling systems, call center performance metrics, and customer service standards.
• Experience overseeing quality assurance, complaint resolution, corrective action plans, and continuous quality improvement initiatives.
• Knowledge of fraud, waste, and abuse prevention strategies related to transportation services.
• Strong project management skills, including the ability to manage multiple priorities, meet deadlines, and coordinate cross-functional teams.
• Excellent written and verbal communication skills, including experience preparing reports, policy recommendations, presentations, and briefing materials for executive leadership.
• Experience with federal reporting requirements, audits, and regulatory compliance activities.
• Proficiency in data analysis and reporting tools, including experience interpreting performance dashboards and key performance indicators.
• Demonstrated commitment to customer service, health equity, and improving access to healthcare services for vulnerable populations.