Admin-Operations - Special Services Supervisor

Transit Authority of Northern Kentucky; Kentucky; On-site; USD 60,000 - 85,000; Full time

Job summary

Transit Authority of Northern Kentucky seeks a Special Services Supervisor to coordinate Senior Transportation, RAMP, TANK+ and Medicaid programs, including dispatching, scheduling, and daily administrative functions.

The role oversees Special Services bus operators, ensures ADA compliance, and conducts field support to maintain smooth on-street operations. Strong leadership and customer service skills are essential.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 4 years transit experience, preferably in paratransit and/or senior/disabled transportation.
• Minimum 4 years supervisory or management experience, union environment preferred.
• Minimum 1 year direct customer service experience.
• Experience in an inbound call center environment preferred.
• Knowledge of ADA, Medicaid, and Senior programs.

Responsibilities

• Supervise a team of Special Services bus operators, focusing on attendance, safety and customer service.
• Oversee Special Services operations in the absence of the Manager of Special Services.
• Address and resolve passenger concerns/complaints, including field monitoring (50–80% daily).
• Process trip requests for Special Services and ADA scheduling using QRyde; schedule TANK+ trips using Via.
• Assist passengers navigating scheduling policies and ensure ADA compliance.
• Monitor fleet performance via computer aided dispatch technology.
• Provide reports and feedback to the Manager of Special Services.
• Perform other duties as assigned.

Skills

Leadership

Customer service

Communication

Problem solving

Conflict management

Attention to detail

Management principles

Education

Bachelor's degree

Transit experience (4+ yrs)

Supervisory experience (4+ yrs)

Customer service experience (1+ yr)

Call center experience

ADA/Medicaid knowledge

Tools

QRyde software

Via on-demand platform

Scheduling software

Computer aided dispatch

Word, Excel, Outlook

Job description

TRANSIT AUTHORITY OF NORTHERN KENTUCKY

POSITION DESCRIPTION

December 2024

Position Title: Special Services Supervisor Dept./Division: Operations

Reports to: Manager of Special Services FLSA Status: Non-Exempt Safety Sensitive Position: Yes

JOB SUMMARY

The Special Service Supervisor coordinates and administers all phases of TANK’s Senior Transportation, RAMP, TANK+ and Medicaid programs including dispatching, scheduling, and daily administrative functions. The Special Services Supervisor manages special services bus operators ensuring passengers enjoy a smooth daily operation of on-street services.

EDUCATION / EXPERIENCE REQUIREMENTS

• Minimum bachelor’s degree or equivalent combination of experience and education.
• Minimum 4 years transit experience preferably in paratransit and/or senior/disabled transportation.
• Minimum 4 years supervisory or management experience. Union environment preferred.
• Minimum 1 year direct customer service experience.
• Experience working in an inbound call center environment preferred.
• Ability to maintain a detailed knowledge of the transportation requirements associated with the Americans with Disabilities Act (ADA), Medicaid and Senior programs.
• Ability to develop work standards, SOP (Standard Operating Procedures), troubleshooting checklist; and develop effective countermeasures to prevent future failures.
• Strong communication and people skills.
• Strong problem solving and conflict management skills.
• Excellent attention to detail.
• Ability to apply management principles and practices, including optimum use of human and material resources.
• Ability to effectively interact with staff, department heads, the public, and contract services providers.
• Ability to manage confidential information and documents.
• Knowledge of computer aided dispatch technology and/or scheduling software preferred.
• Ability to work with computers and standard business/office software: Word, Excel, Outlook, and Internet.
• Ability to demonstrate professionalism in the work environment.
• Ability to learn TANK’s Special Services programs and policies related to each.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manages a team of bus operators with a specific focus on Special Services bus operators, including:
• attendance, safety and customer service.
• Oversees Special Services operations in the absence of the Manager of Special Services.
• Addresses and resolves passenger concerns/complaints and troubleshoots when problems arise with the delivery of service which entails going out in the field to monitor/assist Special Services operations/operators, as necessary (50-80% daily).
• Identifies present and future service needs and improvements.
• Electronically processes trip requests for Special Services and schedules trips to comply with ADA transportation regulations using the QRyde software.
• Electronically processes trip requests for TANK+ and schedules trips using Via on-demand platform.
• Assists passengers in navigating through the trip scheduling and policy compliance process.
• Monitors fleet performance via available computer aided dispatch technology.
• Assists operators on the road through electronic voice and data transmissions, including medical emergencies with passengers, vehicle accidents, maintenance problems, and traffic emergencies that affect the performance of their duties.
• Makes necessary adjustments to operator manifests/schedules to minimize delays in service delivery.
• Tracks and administers TANK’s no-show and cancellation policy.
• Completes a daily review of printed primary manifest to assess feasibility of operators’ schedules and running time.
• Provides timely feedback to the Manager of Special Services regarding service failures and/or passenger concerns.
• Provides various reports needed for data collection.
• Performs other duties as assigned.

PHYSICAL DEMANDS

• Sitting in a normal seated position for extended periods of time.
• Reaching and extending hands and arms in various directions.
• Finger dexterity is required to manipulate objects with fingers.
• Correctable ability to see and hear within a normal range.
• Ability to move about the office to obtain files and other objects.
• Lift and carry objects up to 30 pounds.

LICENCES REQUIRED

• Valid driver’s license.

SUPERVISORY RESPONSIBILITIES

• Bus operators with a specific focus on Special Service Operators

INTERNAL & EXTERNAL CONTACTS : TYPE:

• Internal Staff Various
• Passengers Trip Scheduling/Complaint Resolution

This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. An incumbent may be asked to perform other duties as required.

11/6/2025