Manager of Paratransit Operations

** Salary:
** Position Range: $92,589.00 - $Hiring Range: $ - $Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs.
** FLSA Status:
** Exempt
* * Join the team that keeps the Tri-Cities moving!
**** OUR MISSION
** Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.
** OUR VALUES
** We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability, and safety.  Employees and representatives of BFT are expected to uphold our values and mission.
** NATURE OF POSITION
** Manage the daily activities of the DAR dispatchers, schedulers, reservationists, and ADA Eligibility Coordinator. Ensure compliance with applicable Federal, State, and local laws, and regulations related to public transit operations, agency policies, and procedures.
** ESSENTIAL DUTIES AND RESPONSIBILITIES
*** Plan, assign and supervise the work of staff to enhance quality of services; participate in the interviewing of candidates; hire, train, monitor and evaluate performance; take corrective action and handle employment separation as needed.
* Coordinate, administer, and review projects; monitor workflow; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems.
* Ensure compliance with collective bargaining agreements; attend collective bargaining negotiations and grievance related meetings, as necessary.
* Participate in the preparation of the annual operating budget; forecast for funds needed for staffing, equipment, materials, supplies, and training; approve expenditures and implement budgetary adjustments as required.
* Participate in the development and implementation of goals, objectives, policies, and priorities for assigned programs.
* Collect, analyze, and interpret data; provide required reports, including ridership, operating statistics, key performance indicators (KPI), National Transit Database (NTD), Triennial Review and other reports as needed.
* Oversee paratransit customer service responses to service inquiries and customer complaints; conduct appropriate investigation and document resolution within customer comment software.
* Audit customer calls to ensure communication efficiency and customer satisfaction; coach staff as needed.
* Coordinate and assist with paratransit contracted services.
* Facilitate and coordinate paratransit client eligibility appeals process.
* Foster and facilitate operations safety efforts and programs.
* Coordinate program activities with management team to ensure the accomplishment of goals and objectives relative to system growth and improved delivery of services.
* Ensure compliance with Agency policies and procedures, Federal, State, and local laws, rules, and regulations related to public transit operations, including ADA.
* Participate in various Agency meetings and committees; collaborate with internal departments and external groups; prepare written reports, correspondence and other documentation as needed.
* Work with and maintain confidential information.
* Demonstrate regular and punctual attendance.
* Other duties as assigned.
** KNOWLEDGE, SKILLS & ABILITIES
*** Interpret and apply Federal, State, and local laws, rules and regulations governing the delivery of transit and paratransit services, including ADA.
* Principles and practices of public transportation system operations and paratransit programs, including safety programs.
* Principles and methods of supervision, training, and employee development.
* Basic understanding of labor relations principles and procedures to supervise, train, evaluate, and motivate staff in a union environment.
* Comprehend various kinds of disabilities, their related functional abilities and accommodation tools based on ADA regulations.
* Ability to use various transit run cutting software for fixed route schedule development.
* Procedures and techniques for investigating and resolving conflicts.
* Familiar with the…