• Austin City Skyline
  • Support Specialist I, Eligibility

    Posted: 04/07/2021

    The Support Specialist, Eligibility reports directly to the Manager, Paratransit Eligibility and Customer Service.  This position is responsible for the assistance in administering assessment of Paratransit eligibility certification in accordance with the Americans with Disabilities Act (ADA). Receives and verifies issues of all applications for Paratransit services and issues all identification cards.  

    •Receive and respond to public inquiries regarding Paratransit eligibilities and services.
    •Responsible for client files (physical & computer); create and maintain files as necessary.
    •Assist in contacting healthcare professionals to obtain necessary supplemental information related to client’s condition or status.
    •Coordinate activities necessary for client re-certification process, working closely with team members.
    •Responsible for providing professional, courteous, and efficient customer service related to ADA, Paratransit Eligibility and various Capital Metro programs and services through in-person, phone, and electronic media interactions.
    •Receive and process temporary requests for service for visitors with disabilities per ADA regulations. 
    •Provide monthly reports, information on applications, and re-certification activities.
    •Coordinate research, service change adjustments, mail outs, and other projects as assigned.
    •Support eligibility team in conducting “in person” eligibility assessments on a case-by-case basis, including re-certifications.
    •Work closely with staff, consultants, applicants and vendors to maintain positive and friendly working relationships.
    •Serve as department records coordinator (DRC): keep records of documents that are archived, retrieved and returned, oversee retention and destruction of records according to company policy and program. Develop, coordinate, and maintain recordkeeping and filing systems. Liaison between Capital Metro and outside storage in archiving, retrieving and re-filing boxes for the DRCs.  Coordinate and work with RMO on outside storage, updates and inventory records management.
    •Support Capital Metro’s safety culture by following safety and security policies, considering safety in every action and reporting safety and security concerns.
    •Perform other duties as required and/or assigned.


    •High school diploma or GED required.
    •Three (3) years of transit/Paratransit customer service or Social Service experience.
    •One (1) year of data entry experience.  
    •Experience working with diverse cultures, socio-economic populations, and persons with disability.

    •Working knowledge of ADA Paratransit Regulations, and medical/disability terminology.
    •Skill with computers and computer databases.
    •Ability to organize data, access application data and apply program per program rules.
    •Excellent oral, written, and interpersonal communication skills.
    •Skill in researching and collecting information.

    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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