Access Ride Eligibility Asst

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Full Time Nashville, TN, US

3 days ago Requisition

Department: Mobility Services
Reports To: Access Eligibility Specialist
FLSA Status: Non-Exempt

The Access Eligibility Assistant supports the administration of ADA paratransit eligibility services by assisting with certification, recertification, outreach, record management, and customer service functions. This position plays a critical role in ensuring compliance with Federal Transit Administration (FTA) guidelines and organizational policies while providing exceptional service to applicants and customers. The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of handling confidential information with professionalism and discretion.

As an Access Eligibility Assistant, you will play an important role in helping individuals access critical transportation services that support independence and mobility. This position offers the opportunity to make a meaningful impact in the community while working in a collaborative and service-oriented environment.

• Process and review recertification documentation utilizing Trapeze CERT software, mailings, and Access Eligibility reporting guidelines.
• Conduct Access Eligibility recertification interviews and eligibility assessments as assigned.
• Schedule Access Eligibility interviews using Trapeze CERT software.
• Ensure compliance with FTA ADA eligibility regulations and organizational policies and procedures.
• Research applicant information as needed to support eligibility determinations.
• Maintain accurate records and documentation within Trapeze CERT.

• Respond to Access Eligibility inquiries via phone, email, fax, and in-person interactions.
• Monitor voicemail and ensure timely responses to customer inquiries and requests.
• Provide accurate information regarding eligibility requirements, procedures, and services.
• Utilize appropriate terminology when discussing disabilities and functional limitations related to fixed-route transit accessibility.
• Deliver professional customer service with patience, discretion, courtesy, and professionalism.

• Organize and maintain eligibility documents using a paperless filing system.
• Prepare monthly reports for the Access Eligibility Specialist and Director of Mobility Services.
• Assist with outreach and related program activities assigned.
• Coordinate with Travel Trainers to schedule fixed-route assessments.
• Maintain confidentiality of sensitive customer information.
• Perform other duties as assigned.

• High school diploma or equivalent required.
• Some college coursework in public administration, business administration, social services, healthcare, human services, or a related field preferred.
• Experience in customer service, administrative support, eligibility determination, accessibility services, or a related field.
• Equivalent combinations of education, training, and experience may be considered.
• Ability to learn and apply ADA regulations, FTA guidelines, and eligibility determination procedures.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to handle confidential information with discretion.
• Strong interpersonal skills and ability to work effectively with diverse populations.
• Ability to work independently with minimal supervision.
• Strong problem-solving and decision-making skills.
• Ability to follow detailed oral and written instructions.
• Ability to meet deadlines and manage multiple priorities.
• Ability to establish and maintain positive working relationships at all organizational levels.

• Intermediate proficiency in Microsoft Word, Excel, and Access.
• Experience working with databases, record management systems, and office technology.
• Ability to operate standard office equipment, including computers, scanners,…