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Paratransit Policy Administrator


This is a Full-time position in Houston, TX posted June 23, 2021.

Basic Function

Oversees implementation and administration of METROLift policies such as the METROLift No-Show/Late Cancellation Policy, Fare Policy, Scheduling Policy and other policies outlined in the METROLift Program Guide.

The Policy Administrator is responsible for monitoring and investigating trends in policy violations, documenting and notifying customers of policy violations and coordinating efforts to improve customer compliance with METROLift policies.

Works with management on any FTA directives that apply to METROLift services and makes adjustments to policies as needed.

Works with Contracted Services to incorporate FTA directives into driver training programs.

Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

Develops METROLift policies to improve service quality and sustainability with input from the METRO Board, and METROLift management team.

Analyzes and investigates customer trip history data to identify patrons with repeat No-Shows/Late Cancellations or patterns of service abuse and violation of trip policies (i.e.

overbooking trips, missing fare payments).

Ensures policy violations are properly documented and appropriate corrective action is initiated.

Reviews the monthly No-Show/Late Cancellation report to verify data and the supporting documentation for warning and suspension documents.

Coordinates mailing of warning and suspension letters to customers.

Maintains database of patrons’ warnings, suspension letters, appeals and final decision.

Partners with METROLift customers and organizations to communicate policies, policy administration and changes related to the METROLift program.

Works with staff to correct Reservation or Dispatch errors that may negatively impact successful administration of METROLift policies.

Adheres to Americans with Disabilities (ADA) requirements for paratransit policies and stays up to date with Federal Transit Administration (FTA) guidelines relating to ADA paratransit.

Manages patron crisis calls, documents problems and initiates corrective actions and follow-up in a timely manner.

Presents alternatives to METROLift travel in the community (i.e., using local bus and rail services).

Works with computer programmers to create and update programs to support METROLift data requirements and reporting capabilities.

Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.

Provides excellent customer service to METRO internal and external customers.

Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.

Performs other job-related duties as assigned.

Education Requirement

Bachelor’s degree in Business Administration or related field preferred.

Years & Experience Required

Minimum eight (8) years’ experience in data analysis, policy administration and/or customer service.

Experience in a paratransit/transportation environment is preferred.

Knowledge & Skills Required

In-depth knowledge of paratransit service and call centers.

Basic knowledge of the Americans with Disabilities Act.

Strong analytical skills with ability to independently organize and interpret data.

Strong interpersonal skills and ability to multi-task.

Proficient computer skills in related software: Trapeze PASS and MS Office: Excel, Word, PowerPoint and data exporting.

Excellent communication skills (verbal and written).

Bilingual (Spanish) skills is a plus

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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