Supervisor of Mobility Services

Job Title: Supervisor of Mobility Services Department: Operations General Summary Under general supervision, the Supervisor of Mobility Services is responsible for overseeing and coordinating the daily operations of Paratransit Customer Service and Dispatch/Inspection functions while supporting the administration and delivery of the Authority’s ADA paratransit services.

The position provides supervision and guidance to departmental employees, monitors operational performance and expenditures, assists with service planning and scheduling, and ensures compliance with applicable federal, state, and local requirements, including the Americans with Disabilities Act (ADA).

Duties and Responsibilities

Oversee, supervise, and monitoring of Paratransit Customer Service Operators (CSO employees) as well as Paratransit Dispatcher/Inspector (D/I) performance. Counsels’ department employees, issues discipline and responds to Teamster and AFSCME Union grievances. Assists in managing the development and scheduling of trips onto runs so as to meet the performance expectations of Paratransit Service including scheduling of ADA services and the assignment of services to private providers.

Implements and monitors adherence to SMART ADA policies and procedures. Assists in managing the ADA passenger certification process and database for the ADA Paratransit Service Program for SMART and Lake Erie Transit. Manages the data analysis to determine Authority ADA performance regarding ridership, costs, service efficiency, etc.

Reviews relevant policies, practices and procedures to identify potential disparities related to compliance with the Americans with Disabilities Act and makes recommendations for action to overcome any identified issues. Assists in managing the functional assessment process for applicants in the ADA service program. Obtains feedback from people with disabilities concerning bus service accessibility, investigates complaints and makes recommendations for possible solutions.

Assist in managing reasonable accommodations for SMART employees with disabilities. Provides recommendations for specialized office fixtures and computer equipment for employees with disabilities. Ensures Authority facilities are ADA compliant. Assists in providing training to new operators covering ADA requirements and passenger sensitivity for people with disabilities.

Educates people with disabilities on how to use public transportation effectively. Provides both general and specific travel training instruction to encourage the use of fixed route service. Helps in leading the Senior/Disabled Advisory Council (SAC), an advisory committee to the SMART Board. Ensures that the SAC meets quarterly throughout the SMART service area.

Provides agendas, assists in chairing the meetings, and provides meeting minutes. Leads the process of recommending candidates to serve on the SAC. Actively participates in the DDOT paratransit advisory committee. Acts as liaison between SMART and DDOT for the coordination of ADA paratransit services between the agencies.

Conducts or participates in workshops, committees and public meetings designed to promote Authority ADA transit services. Performs other duties as assigned. Knowledge, Skills and Abilities Bachelor’s degree in Urban Planning, Sociology, Public Administration or related field. Two years’ experience supervising ADA programs.

Two years of experience with dispatch operations. Experience with call center operations. Experience in working with people with disabilities. Familiarity with bus systems. An equivalent combination of education and experience may be substituted for minimum requirements. Proficiency in ADA Accessibility Guidelines (ADAAG) preferred.

Proficiency in federal, state and local statues and provisions of transit services pursuant to Title VI and VII of the Civil Rights Act of 1964, and under U.S. DOT ADA regulations. Strong interpersonal skills. Strong organizational skills. Ability to communicate effectively, both orally and in writing. Proficiency in Windows-based MS Word and MS Excel applications.

SMART is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age THE AUTHORITY RESERVES THE RIGHT TO REVISE OR CHANGE THIS JOB DESCRIPTION AT ANY TIME.