Office: Revenue Services
Under the direction of the Manager, Paratransit Quality Assurance and Compliance, is responsible for quality assurance staff performance and development, assessment of Paratransit operations, and the adherence of Paratransit operations to federal, state, and local laws and regulations; is responsible for supervising Quality Assurance staff in: the investigation/processing/resolution of complaints; the implementation and management of various Pace policies, including but not limited to, no shows, incident tracking, passenger behavior issues, and driver behavioral patterns; assisting with changes to the procedural manual (Pace Paratransit Operations Manual for Contractors) as it pertains to quality; working with the Pace Legal Department regarding appeal hearings for passengers; preparing and providing Paratransit information as requested by the Pace Legal Department; responding to requests or complaints from the Office of Executive Inspector General, Mayor's Office for People with Disabilities, Regional Transit Authority, municipalities and local townships, Pace Board of Directors and other service boards; is responsible for providing support in Paratransit daily operations, for representing Pace in public forums; and or performing other duties as assigned. This is a safety sensitive position.
Must have a valid driver's license with a good driving record and a bachelor's degree in relevant discipline or equivalent work experience. Must have a minimum of five years' experience in managing quality assurance of ADA complimentary Paratransit services, paratransit operations, or similar experience with a good work history. Experience with US DOT/FTA, ADA, Transportation, and Title VI regulations is required. Experience in project management and/or service coordination in the public-sector is preferred. Experience in government procurement and/or preparation of requests for proposals is preferred. Budget experience and accounting knowledge are preferred. Must be highly proficient in the use of computer software; specifically, Microsoft Office suite applications (Outlook, Word, Excel, and PowerPoint). Familiarity with Trapeze scheduling and routing software and Oracle accounting software is preferred. Must demonstrate proficient math skills and be customer service oriented. Must have excellent oral and written communication skills including strong public speaking and presentation skills. Work is performed in an office environment. Travel to Pace project sites within the six county RTA region and travel outside of the RTA region is required as is lifting and carrying up to 25 pounds.
Pace is an Equal Opportunity Employer