Appeals & Mobility Coordinator
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Life insurance
Disability insurance
Employee assistance program
Job Description
The Metropolitan Transit Authority of Harris County, Texas, known as METRO, is a leading public transportation provider headquartered in Houston, Texas. METRO is committed to offering safe, reliable, and accessible transit services to residents throughout the Harris County region. As a comprehensive transit agency, METRO operates an extensive network of bus and rail services, as well as specialized paratransit options catering to individuals with disabilities. The organization prioritizes innovative mobility solutions and community engagement, making it a cornerstone of transportation within the Houston metropolitan area.
This particular role focuses on enhancing the accessibility and user experience of METRO's paratransit servic... Show More
This particular role focuses on enhancing the accessibility and user experience of METRO's paratransit servic... Show More
Job Requirements
- High school diploma or GED is required
- minimum five years’ experience in a customer service environment and experience working with people with disabilities
- proficiency with Microsoft Office products
- must possess and maintain a valid Texas driver’s license
- must meet METRO’s requirements regarding motor vehicle records
- knowledge and understanding of ADA regulations
- Trapeze Paratransit PASS program proficiency preferred
- bilingual (Spanish) preferred
Job Qualifications
- High school diploma or GED
- minimum five years’ experience in a customer service environment
- experience working with people with disabilities
- training and/or transit experience preferred
- knowledge and understanding of ADA regulations for public transportation
- proficiency with Microsoft Office products (Word, Excel, Outlook)
- Trapeze Paratransit PASS program proficiency preferred
- valid Texas driver’s license and meeting METRO’s motor vehicle record requirements
- bilingual (Spanish) preferred
Job Duties
- Develops procedures and processes for appeals hearings and code of conduct hearings
- supports the process regarding MPD code of conduct violations by coordinating meetings and scheduling and holding hearings
- maintains a database of patron appeals, final decisions, correspondences, and supplemental information relevant to each case file including the date received, supplemental information submitted by the appellant, and the officer's final decision and monitors the process to ensure the timing of appeals comply with FTA regulations
- assists with coordinating and scheduling for METROLift service with the METROLift Appeals Hearing Officer
- participates in quarterly METRO Accessible Task Force meetings and bi-monthly METROLift Advisory Committee meetings
- establishes collaborative relationships with other mobility/transit professionals, agencies, and organizations to expand mobility solutions for customers
- schedules and provides travel training to METROLift customers, METROLift applicants who are denied paratransit eligibility, and to any other prospective local bus and rail customer
- plans and evaluates routes for individuals receiving travel training
- provides one-on-one field training or in group settings to customers utilizing local bus and rail system
- observes customer's ability to utilize METRO bus and rail system, provides guidance and evaluates bus and rail routes
- conducts community outreach workshops and presentations to community agencies, schools, churches, senior centers, retirement homes, transportation fairs, and professional organizations
- coordinates the appeals process for customers disputing an eligibility determination, policy violation, or a service suspension on paratransit services
- coordinates the appeal hearing with the Appeals Hearing Officer and notifies the customer of the officer's decision regarding eligibility appeals and service suspensions
- provides excellent customer service to METRO internal and external customers
- applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency's Public Transportation Agency Safety Plan (PTASP)
- promotes safety awareness and follows safety procedures to reduce or eliminate accidents
- performs other job-related duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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