PARATRANSIT CUSTOMER SERVICE AND SYSTEMS MANAGER

Niagara Frontier Transportation Authority; Buffalo (NY); On-site; USD 71,572 - 107,357; Full time

Job summary

Niagara Frontier Transportation Authority is seeking a Paratransit Customer Service and Systems Manager to oversee day-to-day operations of the Paratransit and Mobility Services Department, including ADA eligibility assessments, travel training, customer communications, and system management for scheduling and dispatch.

The role requires leadership of a team, collaboration with partner agencies, and the ongoing development of policies and procedures to meet regulatory requirements and service

Qualifications

• Bachelor’s degree in a related field and four years of progressively responsible relevant experience.
• Knowledge of ADA paratransit services and related regulations.
• Experience supervising staff and coordinating vendor relationships.
• Ability to develop policies, reports and training materials.

Responsibilities

• Oversee ADA paratransit eligibility and recertification processes.
• Manage scheduling/dispatch software and customer communications.
• Prepare reports and dashboards for management.
• Develop training materials on ADA requirements.
• Establish partnerships with human service agencies.

Skills

ADA knowledge

Paratransit operations

Data analysis

Staff supervision

Policy development

Communication skills

Education

Bachelor's Degree in Human Services or related field

Tools

Scheduling/Dispatch Software

Dashboard/Reporting tools

Customer communication systems

Job description

PARATRANSIT CUSTOMER SERVICE AND SYSTEMS MANAGER

Title Description:

Title Description: SURFACE TRANSPORTATION

Date Posted: 6/18/2026

Deadline:

Job Number: 107-26-N

Branch:

Salary: $71,572 - $107,357

Union Status:

Union Status: NON-REP

WORK OBJECTIVE:

This is professional, administrative and management work overseeing day-to-day operations of the Paratransit and Mobility Services Department. The position manages Americans with Disabilities Act (ADA) paratransit eligibility and functional assessments, travel orientation and mobility programs, customer service functions, and the systems that support scheduling, eligibility, and customer communications. The position ensures that policies, procedures, and daily practices align with regulatory requirements and departmental goals. Work is performed with considerable independence under the general supervision of the Manager, Paratransit and Mobility Services Operations.

WORK OBJECTIVE:

This is professional, administrative and management work overseeing day-to-day operations of the Paratransit and Mobility Services Department. The position manages Americans with Disabilities Act (ADA) paratransit eligibility and functional assessments, travel orientation and mobility programs, customer service functions, and the systems that support scheduling, eligibility, and customer communications. The position ensures that policies, procedures, and daily practices align with regulatory requirements and departmental goals. Work is performed with considerable independence under the general supervision of the Manager, Paratransit and Mobility Services Operations.

ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position.

• Manages the ADA paratransit eligibility and recertification processes, including functional assessments and documentation standards.
• Assists in the review and evaluation of ADA paratransit applications to determine eligibility.
• Develops, implements, and evaluates travel training and mobility management programs, including individual travel orientation instruction, group training, and community outreach, to promote customer independence and appropriate use of fixed route and alternative mobility services.
• Supports the development and implementation of future mobility service models as complements to traditional paratransit services.
• Manages customer communication systems to ensure efficient and reliable service delivery.
• Serves as the vendor relations liaison, (i.e. Paratransit Scheduling and Dispatch Software) ensuring appropriate training is provided and all technology is fully and effectively utilized.
• Administrative oversight of scheduling/dispatch software to improve operational efficiency and customer experience.
• Monitors customer service operations, to include addressing customer concerns, complaint resolution, service inquiries, and quality assurance activities.
• Oversees customer service staff and ensures consistency, fairness, and regulatory compliance.
• Ensures investigation and documentation of service issues, implements corrective actions as necessary.
• Participates in special projects, attends and prepares for various outreach events, including but not limited to the AAC.
• Drafts, reviews, and revises policies and procedures related to eligibility, missed trips, subscription service, travel training, and customer service.
• Develops and delivers structured training and educational materials on ADA requirements and mobility programs to staff, partner agencies, and the public.
• Conducts data analysis related to department operations: eligibility trends, trip volumes, call center statistics, service performance, and program outcomes.
• Prepares reports, dashboards, and documentation for management review and regulatory compliance.
• Establishes and maintains partnerships with human service agencies and community organizations to support mobility programs and explore additional service options.
• Performs other duties as required.

ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position.

• Manages the ADA paratransit eligibility and recertification processes, including functional assessments and documentation standards.
• Assists in the review and evaluation of ADA paratransit applications to determine eligibility.
• Develops, implements, and evaluates travel training and mobility management programs, including individual travel orientation instruction, group training, and community outreach, to promote customer independence and appropriate use of fixed route and alternative mobility services.
• Supports the development and implementation of future mobility service models as complements to traditional paratransit services.
• Manages customer communication systems to ensure efficient and reliable service delivery.
• Serves as the vendor relations liaison, (i.e. Paratransit Scheduling and Dispatch Software) ensuring appropriate training is provided and all technology is fully and effectively utilized.
• Administrative oversight of scheduling/dispatch software to improve operational efficiency and customer experience.
• Monitors customer service operations, to include addressing customer concerns, complaint resolution, service inquiries, and quality assurance activities.
• Oversees customer service staff and ensures consistency, fairness, and regulatory compliance.
• Ensures investigation and documentation of service issues, implements corrective actions as necessary.
• Participates in special projects, attends and prepares for various outreach events, including but not limited to the AAC.
• Drafts, reviews, and revises policies and procedures related to eligibility, missed trips, subscription service, travel training, and customer service.
• Develops and delivers structured training and educational materials on ADA requirements and mobility programs to staff, partner agencies, and the public.
• Conducts data analysis related to department operations: eligibility trends, trip volumes, call center statistics, service performance, and program outcomes.
• Prepares reports, dashboards, and documentation for management review and regulatory compliance.
• Establishes and maintains partnerships with human service agencies and community organizations to support mobility programs and explore additional service options.
• Performs other duties as required.

KNOWLEDGE, SKILLS and ABILITIES:

Knowledge of federal, state, and local laws, rules, regulations, and guidelines governing the Americans with Disabilities Act (ADA) and paratransit services. Knowledge of functional assessment methodologies, travel training principles, and mobility management practices. Knowledge of scheduling and dispatch systems, customer communication technologies, and data reporting tools. Ability to analyze complex operational and regulatory issues and recommend sound solutions. Ability to develop, interpret, and implement policies and procedures. Ability to communicate effectively both verbally and in writing with staff, customers, community partners, and management. Ability to prepare clear and concise reports and training materials. Ability to supervise staff, establish work priorities, and maintain effective working relationships with employees, vendors, public agencies, and the general public. Ability to exercise sound judgment and make independent decisions consistent with Authority policies and regulatory requirements.

KNOWLEDGE, SKILLS and ABILITIES:

Knowledge of federal, state, and local laws, rules, regulations, and guidelines governing the Americans with Disabilities Act (ADA) and paratransit services. Knowledge of functional assessment methodologies, travel training principles, and mobility management practices. Knowledge of scheduling and dispatch systems, customer communication technologies, and data reporting tools. Ability to analyze complex operational and regulatory issues and recommend sound solutions. Ability to develop, interpret, and implement policies and procedures. Ability to communicate effectively both verbally and in writing with staff, customers, community partners, and management. Ability to prepare clear and concise reports and training materials. Ability to supervise staff, establish work priorities, and maintain effective working relationships with employees, vendors, public agencies, and the general public. Ability to exercise sound judgment and make independent decisions consistent with Authority policies and regulatory requirements.

PHYSICAL REQUIREMENTS:

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).

PHYSICAL REQUIREMENTS:

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).

ENVIRONMENTAL REQUIREMENTS:

Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.

ENVIRONMENTAL_REQUIREMENTS:

Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.

MINIMUM QUALIFICATIONS:

A Bachelor’s Degree in Human Services or related field and four years of progressively responsible relevant experience, or an equivalent combination of education, training and experience.

MINIMUM QUALIFICATIONS:

A Bachelor’s Degree in Human Services or related field and four years of progressively responsible relevant experience, or an equivalent combination of education, training and experience.

OTHER:

The Niagara Frontier Transportation Authority is an Equal Opportunity EmployerAll people with disabilities are encouraged to apply

OTHER:

The Niagara Frontier Transportation Authority is an Equal Opportunity EmployerAll people with disabilities are encouraged to apply