Valley Metro exists to Connect Communities and Enhance Lives. We do this by planning, building, operating, and maintaining a safe, regional, multi-modal transportation system to residents of metro Phoenix. From regional bus, streetcar, light rail and paratransit service to alternative commuter solutions, Valley Metro’s mission since 2002 is to develop and operate a network of transit services that now covers 513 square miles!  

The ADA Paratransit and Demand Response Program Manager will be responsible for day-to-day administration and oversight of all aspects of the agency's Demand Response Programs; including ADA Paratransit, RideChoice (an alternative to ADA Paratransit), route deviated service, and Microtransit. The position will report directly to the Manager of Accessible Transit Services and work with program representatives.  This position will involve regular interaction with stakeholders across the Regional Public Transportation Network, including 19 Jurisdictions within the greater Phoenix Metropolitan area. This role demands flexibility, as it may require working evenings, weekends, and other non-standard hours to support operations and community needs.

Valley Metro is a Drug Free Workplace and an Equal Opportunity Employer.  
 
#DemandResponse #RideChoice #ADA #AmericanswithDisabilities Act #Paratransit #Eligibility #PublicTransit #PublicTransportation #Transit

• Bachelor's Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field preferred
• Three (3) years of professional transit experience directly related to the area of assignment, including Demand Response services, and ADA Eligibility 
• Demonstrated experience with public outreach, public speaking, and public presentations
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above

Human Resources reserves the right to call only the most qualified applicants to the selection process.

Background Investigation:
Employment is contingent upon the results of a background check
 
Licenses and Certifications:
Valid Arizona Driver's License and the ability to maintain insurability under Valley Metro's Vehicle Insurance Policy.

Examples of Duties / Knowledge & Skills

 

The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. 

• Monitor contractor compliance with all terms and conditions of Paratransit operations service contracts, as well as the Administrative Broker contract, which manages all reservations and scheduling of Valley Metro’s demand response programs
• Assists with the weekly and monthly field visits, road observations and surveys, including detailed observations of demand response and brokerage contractor operations, administration, finances, and personnel training
• Assist the Business Manager and the Data Analyst in performing monthly reconciliation of statements of operations and costs from contractors for authorization for payment for services
• Support the customer service complaint process, including investigating, drafting, and reviewing responses; monitoring process compliance; and reporting and analyzing trends
• Utilize paratransit-specific software and the entire Microsoft office suite to assist with investigations and customer inquiries by e-mail, telephone, or in-person
• Develop reports on contractor operating performance and service levels, including ridership, on-time performance, on-time performance appointment, trips per hour, missed trips, no-shows, cost control and budget conformance
• Assist in the preparation of the Advisory Board meeting materials
• Participate in public meetings to address consumer issues and assist in maintaining coordination with demand response customers and the advisory committee
• Research, make recommendations, and implement changes to internal and external processes and overall demand response service as a result of consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic or operational factors, while still maintaining compliance with state and federal regulations
• Operate a company or personal vehicle to visit contractor work sites or conduct investigations
• Ensure compliance with policies, procedures, and safety standards
• Coordinate day-to-day operations for Demand Response Programs and Administrative Brokerage
• Develop procedures for program operations, including reservations, scheduling and dispatch, and monitor contractor adherence to terms and requirements
• Prepare and deliver presentations to stakeholders
• Represent Valley Metro in meetings.
• Ensure compliance with all relevant local, state, and federal laws, including ADA requirements
• Prepare and analyze data-driven reports to evaluate program effectiveness and recommend improvements
• Respond to and resolve customer concerns promptly
• Engage with Paratransit and RideChoice users to improve their experience
• Oversee contractor performance and monitor project timelines
• Performs other duties of a similar nature and level as assigned

Knowledge and Skills:
Knowledge of:
ADA requirements for public transit;
Operations of paratransit and other demand response programs;
Principles of program supervision, coordination, and public relations;

Applicable local, state, and federal laws and regulations;
Supervisory principles;
Advanced principles of assigned area of responsibility;
Analytical methods and techniques;
Report preparation methods;
Public outreach, public speaking, and public presentations
Project management principles and techniques;
Research methods.

Skill in:
Monitoring and evaluating staff;
Prioritizing and assigning work;
Compiling and analyzing data;
Using a computer and related software applications;
Conducting research;
Planning, implementing, and supervising program components;
Identifying emerging trends, needs, and services;
Assessing the consequences and outcomes of program initiatives;
Ensuring compliance with applicable internal and external program requirements;
Preparing reports, business correspondence, and collateral materials;
Coordinating and executing multiple tasks;
Developing, implementing, and applying policies and procedures;
Providing public relations;
Organizing information;
Communicating in order to interact with coworkers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.

 

Physical Demands / Work Environment

 

Physical Demands:

Positions in this class typically require: reaching, standing, walking, driving, grasping, talking, hearing, and seeing.

Work Environment:

Flexible hours, including evenings and weekends, may be required to support special events and community needs. Office-based work with occasional travel to community events and program locations.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.