• Austin City Skyline
  • Supervisor, Paratransit Eligibility and Customer Service

    Posted: 09/16/2022

    *There is only paid parking available at job site; however, employee would be able to ride the bus/rail for free.
    The Supervisor, Eligibility and Customer Service reports directly to the Manager, Paratransit Eligibility & Customer Service. This position is responsible for the administration, documentation, tracking, and analyzation of the application process for paratransit eligibility along with customer service functions in accordance with the Americans with Disabilities Act (ADA). This position is also responsible for assisting the manager with daily operations as well as departmental reporting and data collection and analysis. This position will also perform Quality Assurance (QA) audits and assist in determining and documenting various departmental policies and procedures. The Supervisor, Eligibility and Customer Service will serve as a supervisor, resource, trainer, and mentor for the Eligibility Support Specialists while serving in a departmental leadership capacity in the absence of the department manager. This position will assist in leading and conducting a customer friendly and efficient transit orientation and in-person paratransit eligibility process along with all customer service-related activities. This position will assist in managing additional functions such as customer safety monitoring and oversight, community outreach, and building stakeholder partnerships in the region.
    •Bachelor’s degree in Human Services, Social Services, or related field. Related experience may be substituted on a year for year basis not to exceed four (4) years.
    •Four (4) years of direct experience as an Eligibility Specialist or similar Paratransit or ADA/Human Services related processes. Experience in rehabilitative or social services is preferred.
    •Two (2) years' experience in a supervisory or team lead role.
    •Experience working with diverse cultures, socio-economic populations, and persons with disabilities.
    Knowledge, Skills, and Abilities
    •Working knowledge of ADA Paratransit Regulations, and medical terminology.
    •Proficiency with computers, computer databases, and managing highly confidential information.
    •Ability to organize data, access application data, and apply program per program rules.
    •Ability to train and develop team members for success through work plan development, career plan development and performance evaluations.
    •Excellent oral, written, and interpersonal communication skills.
    •Skill in researching and collecting information
    •Ability to work a varied schedule to include evenings, weekends (as needed)
    •Must be highly organized with a strong attention to detail.
    Capital Metro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state or local laws. Capital Metro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.

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