DescriptionThis position is located in Denton, TX, and may occasionally need to report to Lewisville, TX.PURPOSE OF JOBResponsible for managing the Mobility as a Service (MaaS) (Micro Transit) and Demand Response (Access Paratransit) programs to expand transit options beyond traditional public transit service models, including researching, designing, managing, and implementing the provision of ADA and alternative transit service delivery programs. Builds DCTA's reputation as an innovator and thought leader in the public arena regarding the future of transportation. Identifies opportunities for, develops, and implements collaborative, interdependent mobility partnerships with other public and private sector solution providers.This position performs program management and contractual and technical oversite of systems used in the delivery of Mobility as a Service (micro transit) and Paratransit ADA Services, passenger eligibility review, certification, travel training financial planning, budget development and monitoring, conducts required audits, and reviews business processes and standard operating procedures. Communicates and works with key stakeholders, community members and the public. Analyzes and evaluates existing and proposed passenger operations and performs other duties as assigned.ESSENTIAL FUNCTIONSThe following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
- Meets with executive leadership on the development of new, innovative mobility solutions and performance of existing Access (ADA) and Mobility Services. Present ideas to executive leadership on projects that improve mobility and accessibility within the service area. Serves as liaison to key clients and member/contract services customers.
- Participates in the development of financial models, programs and budget. Ensures adherence to annual budgets for multiple contracts.
- Develops and manages data/reports and presents information to DCTA senior management for presentations and speaks at public events and Board meetings as necessary.
- Develops and monitors Access (ADA) and MaaS operations, integration of various Access (ADA) and MaaS programs and frequently works within Software's dedicated for each platform.
- Oversees contractor scope, authorization levels, and implements and manages contract controls to ensures contractor conforms to expected deliverables, standards, and terms, as well as quality service and compliance.
- Oversees, monitors, audits, and ensures compliance with the Americans with Disabilities Act (ADA).
- Oversees team dedicated to ADA and non-ADA Travel Training Programs, providing specialized training to disabled individuals to successfully navigate public transportation services.
- Meets with contractors to monitor Key Performance Indicators. This includes, but is not limited to verifying invoices from vendors, contractors, and consultants, as well as analysis and reporting.
- Participates in the preparation of contract documents and procurements required to support ADA and MaaS operations.
- Coordinates with service contractor(s) to ensure adequate vehicle, operator, and/or resource availability for current and planned alternative transportation operations.
- Serves as an escalation point for resolving customer service issues via GORequest system with Access (ADA) and MaaS contractors to ensure the satisfaction of customers.
- Serves as subject matter expert regarding Access (ADA) and MaaS technologies related to the department and assists other users. Analyzes and researches advances in scheduling, dispatching, and customer service software. Consults with staff to determine the need, functionality, and cost-effectiveness of new or modified software applications.
- Assesses the condition of systems, processes, and resources related to Access (ADA) and MaaS activities and functions; plans and implements process improvements and new service models to include process flows, documentation, training, supporting systems, tools, and equipment; maintains awareness of new trends and developments in the fields related to areas of assignment; incorporates new developments as appropriate; ensures processes, policies, and practices are interpreted and applied consistently and effectively.
SUPERVISORY RESPONSIBILITYThis position has oversight for an ADA Coordinator/Travel Trainer and a Mobility Specialist.RequirementsKnowledge of:
- Transit operations, procedures, and industry practices is strongly preferred. Knowledge of the Americans with Disabilities Act (ADA) and its application is preferred.
- Experience working with ADA and MaaS applications is required.
- Experience working with a variety of end-users for applications is strongly preferred.
- Data analytics, with advanced skills in excel, data manipulation tools, and data visualization. Must be able to make data driven decisions/recommendations and demonstrate subject knowledge supported by data in public meetings.
- Familiar with the transit and mobility marketplace, and able to anticipate trends and make recommendations.
- Experience with contract management and working directly with vendors to identify solutions and solve problems that arise.
- Exceptional customer service skills and conflict resolution.
- Principles and practices of program development and contract administration, with an understanding of contractual relationships for consultants, contractors, and third-party service providers.
- Program/project management techniques and principles.
- Exceptional interpersonal skills to communicate effectively and sensitively with all levels of supervisory and non-supervisory employees; a politically, economically, and culturally diverse work force; and represent DCTA to the community, government entities, vendors, contractors, and others both inside and outside of DCTA.
- Must have excellent oral and written communication skills, with the ability to effectively communicate with customers, staff and contractors and the ability to handle daily challenges and adjust to adversity.
- Must have problem-solving abilities, organizational skills, and excellent presentation skills.
- Experience with word processing, spreadsheet, and project management software packages.
- General business and accounting principles and practices.
- Microsoft Office suite, including Word, Excel, Outlook, PowerPoint is required. Flexibility to work across vendor and stakeholder's technologies.
Ability to:
- Organize work around broad organizational goals and processes under minimal direction.
- Work in a dynamic environment with frequent interruptions and changing priorities that requires the incumbent to be adaptable and responsive to changing goals, priorities, and needs.
- Be proactive in finding and working out solutions.
- Interact positively with a variety of personalities internally and externally.
- Understand, interpret, apply, and follow detailed transportation related laws, regulations, processes, policies, and procedures.
- Communicate clearly, concisely, and effectively, both orally and in writing, with all internal and external stakeholders, including the general public.
- Understand, interpret, and apply laws, rules, policies, procedures, budgets, contracts, and labor/management agreements.
- Apply collaborative work strategies and gain the cooperation of employees at all levels of the organization.
- Schedule and organize tasks to meet aggressive program schedules; and
- Perform a wide range of complex work assignments.
The ideal candidate will have:
- Strong knowledge of Americans with Disabilities Act including but not limited to the Certification, Recertification, and travel training for ADA passengers to Maas and Fixed route services.
- Experience with project management & contractual compliance management.
- Strong knowledge of Mobility as a Service or Micro Transit Services.
- A positive attitude and practice good judgement, while also being open to receiving/providing feedback.
- The ability to get along with others, individually and in a large group. The desire to care for the organization's well-being and for the co-workers they interact with. Interest in partaking in group development and team building activities.
- A collaborative spirit and excel in a team-oriented and helping environment.
- An influential and welcoming communication style.
- Ability to foster a culture that values critical thinking and problem solving; and encourages constructive feedback, engagement, inclusion, and diversity at all levels.
EDUCATION AND EXPERIENCE (Any equivalent combination of education and experience)
- Bachelor's degree in Transportation, Business Administration, Public Administration or in a discipline related to operations management. An equivalent combination of technical training and experience in administration or program/project management, operations management, training and development, and customer service may be considered.
- Minimum of five (5) years progressively responsible related experience equivalent to the scope of assigned projects or a combination of education and experience.
Special Requirements: Hold a current valid Texas Driver's Licenses or have the ability to obtain one upon entry hire.PHYSICAL ACTIVITIES: Physical activity includes, but is not limited to: on a continuous basis, sit at a desk for long periods of time; intermittently twist and reach office equipment; write or use keyboard to communicate through written means; lift moderate weight; reaching above the waist, reaching below the waist, and reaching waist to shoulder to reach inventory on shelves; repetitive motion and fingering when using a computer keyboard; talking and hearing when dealing with customers; and observation of transit projects and operations during field work.