Mobility Coordinator

Eligibility Coordination:

• Process:
  Oversees and performs all aspects of the paratransit application process to determine the level of eligibility for new and re-certifying applicants. Communicates eligibility decisions and appropriate client information to WTA personnel using computerized systems and in-person interactions. Reviews denials and manages deadlines. Works with paratransit applicants and riders to determine other transportation options, including using the fixed route system. Serves as primary contact for other human service agencies.
  
  Communicates with medical professionals, caregivers and community advocates in connection with the eligibility process. Acts as WTA’s ADA Reasonable Modification Coordinator. Issues Reasonable Modification decisions. May include no-show violation analysis, including coaching riders to reduce no-shows and late cancellations, as well as sending notification of service suspension.

• Appeals:
  In conjunction with Paratransit Manager, conducts informal appeal process to resolve applicant/rider eligibility concerns. Serves as primary representative for WTA in the formal ADA eligibility appeal process. Administers no show violations and conducts informal appeals.

• Location Assessments:
  Conducts location checks (access checks) and mobility checks (in-home or on-location assessments), distance and geography data confirmation, path of travel research and other matters related to ADA requirements and eligibility determinations. Ensures ADA compliance and that WTA safety guidelines are met. Communicates access instructions to the Agency (i.e. Hotboard posts). Monitors riders for changes in functionality and/or expiration dates. Takes actions appropriate for re-certification or changes to eligibility status.
  
  Maintains and reviews conditional eligibility system, ensuring the types of rides for conditionally eligible riders are appropriate.

Policy and Regulation Compliance:
Serves as a key resource for ADA public transportation regulations. In conjunction with Paratransit Manager, analyzes ridership, service efficiency, ADA compliance, and other key performance indicators. Keeps abreast of regulatory changes and industry best practices. Attends conferences and training as necessary. Completes required certification programs as needed.

Training:

• Internal WTA Support:
  In partnership with the Training Department, may develop and provide training for Transit Operators, Customer Service Representatives (CSR's), Dispatch and other WTA personnel in areas related to ADA compliance, passenger assistance, disability awareness, and eligibility process.

• External Customer Support:
  Coordinates with the WTA Travel Trainer for eligibility assessments and ongoing training as it pertains to initial paratransit eligibility and ongoing conditional eligibility. Provides base level travel training on both fixed route and paratransit services, as needed. Refers higher level (more complicated, ongoing) travel training opportunities to the Travel Trainer.

Records and Communication:
Maintains confidential client records (physical and electronic) for managing rider eligibility, application and appeal process, including correspondence related to these processes. Assures appropriate confidentiality within internal and external communications.