Paratransit Mgt. Svs. Coord.

Posting dates: 8/28/2008 - 9/11/2008
All applicants must apply online

DALLAS AREA RAPID TRANSIT
JOB POSTING
(* indicates requisition 3231)Job Title*:Paratransit Mgt. Svs. Coord.  Pay Grade*:S7/$35,986 - $46,305  Section*:Paratransit Customer Relations Job Code:1543 Division*:East Dallas Administration  FLSA/EEO:Non-exempt/Para-professional Department*:Paratransit  

GENERAL SUMMARY:
Serves as first point of contact to customers, disability advocates and organizations for the investigation and resolution of concerns, comments and/or suggestions. Administers enforcement of agency ADA policies and procedures. Provides administrative support for DART's reduced fare program, and coordination of all departmental outreach activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:Receives, investigates, resolves, and responds to all customer concerns, comments and/or suggestions either personally, orally, or by written correspondence and ensures concerns are addressed in accordance with policies. Categorizes, calculates, and compiles all information into a monthly report used for management review and statistical trending. Suggests and creates policies based on departmental and customer needs. Ensures customers are adhering to company policy. Suggests and/or enforces the appropriate action for non-compliant customers. Tracks policy adherence through the trapeze database, DART workflow, meetings, telephone, email, fax or incident reports generated through the complaints database. Coordinates and facilitates monthly appeal hearings regarding eligibility determinations and service related suspensions. Administers and coordinates DARTs Reduced Fare Program for people with disabilities. Coordinates all departmental outreach activities, including, but not limited to, Customer Education Forums, facility presentations, monthly Paratransit Access Advisory Group Meetings, Quarterly ADA meetings, facility tours, publications, and promotional giveaways. Receives initial requests, schedules and secures room, and prepares presentations. Creates topics, writes, edits and develops publications as needed. Develops and provides customer contact training for department employees. Provides new employee training for DART contract employees. Makes monthly presentations to department staff. Reviews training requests and needs, makes recommendations regarding changes to existing training. Develops, edits and records Marketing on Hold telephone script and the IVR bulletins based on department needs. Provides administrative telephone support to senior management as needed. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.Associates degree in business Administration, allied Health Science, or related field. Two (2) years progressively responsible experience in customer service or a similar environment. Effective interpersonal skill to communicate with all levels of supervisory and non-supervisory employees, government entities, a culturally diverse community, and others both inside and outside of DART. Proficient using PC and software applications; knowledge of graphic software, preferred. Effective written and verbal communication skills required.

REPORTING RELATIONSHIP:
Reports to AVP Paratransit Mgmt Service *

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.Last Updated: 8/27/2008 doc_id=1097608003920  
All applicants apply online at: