Appeals & Mobility Coordinator

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Responsible for assisting customers with timely processing of Paratransit eligibility, service suspension appeals, and provides information needed for the appeals process in accordance with FTA / ADA guidelines. Provides customers with public transportation travel options and training on how to travel safely on METRO bus and rail systems. Responsible for educating and informing the public of the different mobility options by attending community outreach workshops, community agencies, schools, churches, senior centers, retirement homes, transportation fairs, and professional organizations. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific 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.

Pay Range : $48,400 - $63,600

Education Requirement

High school diploma or GED is required.

Years & Experience Required

Minimum five (5) years' experience in a customer service environment and experience working with people with disabilities. Training and / or Transit experience preferred.

Knowledge & Skills Required

Must have knowledge and understanding of ADA regulations for public transportation. Must be proficient with Microsoft Office products (Word, Excel, Outlook, etc.) Trapeze Paratransit PASS program proficiency preferred. Must possess and maintain a valid Texas driver's license and must meet METRO's requirements regarding motor vehicle records. Bilingual (Spanish) preferred.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and / or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and / or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

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