Paratransit Client Services Planner

City Of Edmonton; Edmonton; On-site; CAD 72,000 - 91,000; Full time

Job summary

The City of Edmonton seeks a Paratransit Client Services Planner to analyze data and improve accessible transit solutions. This pivotal role involves conducting research, generating reports, implementing marketing tools, and collaborating with stakeholders to enhance the DATS service for residents.

Qualifications

• Minimum 4 years of experience in customer service or transit analysis.
• Proficiency in data analysis techniques and statistical methods.

Responsibilities

• Conduct in-depth analysis of paratransit customer service data.
• Generate reports and recommendations to enhance communication strategies.
• Support and develop marketing tools for DATS.

Skills

Analytical methodologies

Data analysis

Communication

Project management

Problem-solving

Education

Undergraduate Degree in Business Administration or related field

Tools

Google Workspace

Microsoft Office

Design software (e.g., Corel, Adobe)

Job description

Are you passionate about making a tangible difference in the lives of Edmontonians? Do you thrive on analyzing data to improve customer experiences and champion accessible transit solutions? The City of Edmonton is seeking a dedicated and analytical individual to join our Edmonton Transit Service (ETS) team as a Paratransit Client Services Planner. This is an exciting opportunity to contribute to a vital service that provides safe, reliable, and customer-focused door-to-door shared ride services for those who are unable to use conventional transit. We're looking for someone who can adapt to evolving technology, work independently, and collaborate effectively to enhance DATS (Dedicated Accessible Transit Service) operations and client satisfaction.

What will you do?:

• Conduct in-depth analysis of paratransit customer service data, including trip booking trends, client policy adherence, and usage of accessibility tools
• Generate comprehensive reports and provide recommendations to enhance customer service, communication, and marketing strategies for DATS
• Develop and implement effective internal and external marketing and communication tools, ensuring they are inclusive and accessible
• Support ongoing and new communication campaigns to raise awareness of DATS policies, procedures, and standards
• Assist in creating specific communication materials such as the DATS Newsletter, User Guide, brochures, presentations, and online content
• Help support data and evidence-based decision-making for new projects and initiatives within the client services area
• Attend internal and external stakeholder meetings to stay informed about changing trends in accessible transit and customer service technologies
• Explore and recommend new technologies for analytics and reporting to improve operational efficiency
• Collaborate with other DATS area analysts and team leads on decisions impacting client services, such as scheduling teams and project timelines
• Provide advice and recommendations on policy and procedure changes based on data analysis and industry trends

Qualifications

• Undergraduate Degree (or equivalent or higher) in Business Administration, Industrial Engineering, Computing Science, Engineering Technology, Information Systems, or a related discipline
• Minimum of 4 years of progressively responsible experience in customer service or transit analysis

Assets:

• A Master's Degree in a related field
• Proficiency with design software (e.g., Corel, Adobe, Google Slides, Vids)

Skills required for success:

• Broad and demonstrated experience in handling complex, highly sensitive projects with significant future impact
• Ability to apply a systems thinking approach and coordinate work with other specialist projects
• Strong knowledge of analytical methodologies, including statistical techniques, operations research, process improvement methodologies, and data analysis techniques
• Ability to apply these methodologies to analyze operational data, identify trends, and develop data-driven recommendations
• Knowledge of data management principles, including data storage, retrieval, and reporting
• Knowledge of standard statistical techniques and research methodology
• Working knowledge of relevant software and systems, with the ability to become a subject matter expert in how these tools support daily operations
• Ability to establish and maintain strong relationships with a variety of internal and external stakeholders with diverse goals, and the ability to analyze and resolve conflict
• Ability to plan, assign, and supervise the work of junior professionals and other project staff as assigned
• Ability to perform research, prepare and present comprehensive plans and reports, and make recommendations
• Ability to perform work and make decisions with considerable independence and judgment
• Ability to prioritize, organize, and direct own work to meet set deliverables, as well as thrive in a collaborative environment
• Excellent verbal and written communication skills, including the ability to understand, express, and present professional and technical information in reports and presentations
• Strong organizational and time management skills, including the ability to succeed in a fast-paced, timeline-driven environment
• Proficiency in Google Workspace (Gmail, Calendar, Sheets, Docs, etc.) and Microsoft Office (Excel, Word), and the ability to learn and adapt to evolving technology
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment:

• Applicant may be tested
• Hire is dependent on Police Information Check satisfactory to the City of Edmonton, and there may be a cost associated with this requirement

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [e-mail]. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 permanent full-time position

Hours of Work: 33.75 hours per week. Monday-Friday.
Salary Range: $41.172 - $51.438 (Hourly) $72,534.77 - $90,620.90 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.

Talent Acquisition Consultant: AG/VH

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Classification Title: Market Planner I
Posting Date: Jun 04, 2025
Closing Date: June 11, 2025 11:59pm (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: City Operations
Work Location(s): Percy Wickman Garage (DATS), 5610 - 86 St Edmonton T6E 2X3