Position Summary:

Under guidance of the Transportation Manager, the Paratransit Coordinator provides day-to-day support of DART’s paratransit services. Typical duties include: responding to paratransit and program questions, reviews applications for Paratransit services to determine eligibility under the guidelines of the Americans with Disabilities Act (ADA), complaints and concerns; preparing related contract billing and reports; responding to requests for paratransit program information.  Work requires incumbent to exercise independent judgement and make decisions within the limits of established policies, procedures, and guidelines. 

Essential Functions of this Position:

• Evaluates and reviews ADA paratransit applications to determine paratransit eligibility using established procedures and federal regulations for customers applying for ADA Paratransit Services. Conducts in-person and telephone interviews with applicants to obtain additional information to assist in evaluating functional impacts of an applicant’s disability in accessing fixed route transit services.  Determines and documents ADA paratransit eligibility, including category, conditions of eligibility and reasons for denial.  May pursue physician or medical verification to assist in analysis or applicants eligibility determination.  Researches medical resources for functional limitations to access DART services.  Facilitates and coordinates client eligibility appeals process.
• Maintain records and prepare various departmental, state and federal reports on operations and activities including ridership, fuel use, employee payroll and attendance, and equipment maintenance.
• Participate in the preparation and administration of the Paratransit budget; submit budget recommendations, monitor expenditures and assist in preparing grants.
• Monitor Paratransit service efficiency and work with other staff members to identify strategies to improve efficiencies.
• Troubleshoots issues and concerns with paratransit, customer service and other staff. Ensures service compliance with local, state and federal rules and regulations including the ADA.
• Coordinate and assist with paratransit contract billing on a monthly basis.
• Provides contractor oversight assistance focused on ADA related service delivery, cost efficiencies and contract adherence.
• Provide close coordination with each of the human services organizations, which contracts for paratransit services (Polk County, Medicaid and others); verify adherence to contracts.
• Participates in, attends and prepares for various ADA paratransit information outreach events; may participate in special projects by researching, reviewing and compiling information. May represent Transportation department at various internal and external meetings.
• Provides verbal and written information to clients; notifies clients of status in process and certification timeliness; tracks client certification requests and follows up on completion of eligibility; and maintain and update ADA paratransit application status information in database tracking software; collect and compile data; retrieve and develop/create reports, summaries and graphs; maintain database.

Additional Responsibilities of this Position:

• Assist with development of driver bids as needed.
• Assists with customer service for paratransit responding to service inquiries and customer complaints. Ensures appropriate investigation and response to issues and problems. Documents resolutions with customer comment software.
• Prepares a variety of correspondence and follow-up materials for potential and current program users.
• Supports department by drafting accessibility program documents, including DART plans, programs and services to ensure compliance with the ADA and other applicable federal or state laws in provision of bus and paratransit service.
• Prepares letters/information in accessible formats, upon request (e. g., braille, audio tape or large print). Responsible for updating, ordering and duplication of materials.

Education and/or Experience:

• Bachelor’s Degree from an accredited college or university in Business Administration, Planning, Transportation, or a related field
• A minimum of three (3) years of related experience
• Labor relations experience preferred