ADA Eligibility Manager

MV Transportation; Charlotte (NC); On-site; USD 83,000 - 97,000; Full time

Job summary

MV Transportation in Charlotte, NC seeks an Eligibility Manager to evaluate, enhance and process ADA paratransit applications, ensuring eligibility per FTA guidelines and maintaining passenger databases.

You will provide travel planning information, coordinate with contractors, report metrics and represent the program at public events, while delivering outstanding customer service under contract-driven expectations.

Qualifications

• Must have 1–3 years of ADA paratransit eligibility experience in a similar environment.
• Knowledge of contractual obligations is essential to perform the job correctly.
• Experience managing a fast-paced environment.

Responsibilities

• Perform ADA paratransit eligibility assessments per FTA guidelines and maintain a database of eligible passengers.
• Provide travel planning information including fares, service areas and system use.
• Provide travel counseling, information and referral resources using the Travel Navigator Program.
• Coordinate with the existing ADA paratransit contractor to identify and resolve ongoing issues.
• Communicate regularly to ensure customer service meets contract demands.
• Establish relationships with key consumer agencies for proactive feedback.
• Respond to passenger concerns with investigation and follow-up on eligibility.
• Provide required reports on assessments completed and metrics.
• Update Regional Eligibility Database with assessment results.
• Track eligible persons for recertification dates to plan workload.
• Implement eligibility recertification in line with AB 1250.
• Provide findings and resolution information related to field work.
• Attend public events as a program representative to share information and gather feedback.
• Implement an electronic fare media incentive program.

Skills

Customer service

Written communication

Verbal communication

Job description

Overview

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Responsibilities

MV Transportation is seeking an Eligibility Manager with excellent customer service skills to evaluate, enhance and process applications for ADA paratransit service and travel planning services.

This position is contingent upon award of contract.

Job Responsibilities:

• Perform virtual and in-person ADA paratransit assessments (as needed) to determine eligibility according to FTA guidelines and maintain database of eligible passengers.
• Provide travel planning services information including fares, service areas and system use to all interested parties.
• Provide travel counseling, information and referral resources using the Travel Navigatior Program.
• Coordination with the existing ADA paratransit contractor by proactively collaborating to help identify and resolve any ongoing issues.
• Communicate on a regular basis to ensure customer service efforts meet the demands of the contract and the client.
• Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as a proactive customer focus.
• Respond to individual customer/passenger concerns in a manner that includes investigation and follow‑up to passenger eligibility.
• Provide required reports; e.g. assessments completed, assessments pending and phone system operational metrics.
• Update Regional Eligibility Database with results from new assessments and recertifications.
• Track ADA eligible persons for status of assessment, date for recertification and date of completion, to develop level of effort work plan.
• Implement eligibility re‑certification in line with AB 1250.
• Provide findings and resolution information that pertains to field work.
• Attend various public events as a representative of the program to provide information and feedback.
• Implementation of an electronic fare media incentive program.

Qualifications

Talent Requirements:

• Must have one (1) to three (3) years of project ADA Paratransit eligibility experience in a similar sized paratransit environment.
• Must be able to work independently and have strong customer service, written and verbal skills.
• Knowledge of the contractual obligations is a must to perform this job correctly.
• Experience managing fast paced environment.

Salary Range: $83,000 - $96,949 / annually

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre‑employment drug test and background check after receiving a conditional offer of employment.

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