The Support Specialist II, Eligibility reports directly to the Manager, Paratransit Eligibility & Customer Service. This position is responsible for the administration, documentation, tracking, and analyzing the application process for paratransit eligibility in accordance with the Americans with Disabilities Act (ADA). Assist in conducting a customer friendly and efficient transit orientation and in person paratransit eligibility assessments.
•Responsible for administration of the eligibility process from receipt of application requests to final eligibility determination in an accessible format for applicants including creating and maintaining applicant records, eligibility assessment records, assessment referral information and travel training assessment records.
•Disseminate documents, electronic data and reports as needed to administer and support the ADA appeals process including updating associated databases and reports while ensuring compliance with all eligibility time constraints imposed by ADA regulations.
•Work cooperatively with third party administrator in providing functional eligibility assessments including but not limited to physical, cognitive, visual, seizure, and psychiatric evaluations.
•Maintain and update eligibility documents and manuals required for daily operations.
•Receive and respond to inquiries regarding paratransit eligibility and services.
•Conduct “in person” eligibility assessments on a case-by-case basis, including re-certifications to determine ADA paratransit eligibility or determine need for additional assessment with third party administrator.
•Screen and categorize all ADA paratransit applications and re-certifications based on a review of information provided by customer and healthcare professional.
•Follow up with third party administrator to obtain additional documentation or clarification of existing information provided or for clarifications of functional capacity evaluations.
•Identify and refer ADA paratransit applicants and customers for travel training assessment and authorize recommended services.
•Receive and process temporary requests for service for visitors with disabilities per ADA regulations.
•Conduct research, service change adjustments, mail outs, and other projects as assigned.
•Work closely with staff, consultants, applicants, and vendors to maintain positive and friendly working relationships.
•Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process 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.
EDUCATION AND EXPERIENCE:
•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.
•Three (3) years experience in the area of rehabilitative or social services, including experience with highly confidential information, organizing complex files and maintaining records. Experience in Occupational Therapy or Orientation, Mobility Training and paratransit is preferred.
•Experience working with diverse cultures, socio-economic populations, and persons with disabilities.
KNOWLEDGE, SKILLS AND ABILITIES:
•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
•Ability to work a varied schedule to include evenings, weekends
COMMITMENT TO DIVERSITY
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.