Paratransit Field Operations Supervisor

charlottenc; Charlotte (NC); On-site; USD 67,000 - 96,000; Full time

Job summary

Charlotte Area Transit System (CATS) is seeking a Paratransit Field Supervisor to provide on-street supervision and frontline operational support for paratransit services. Reporting to the Paratransit Transportation Operations Manager, you will monitor service delivery, assist operators, and help ensure ADA compliance and safe, reliable rides.

You will work with dispatch, customer support, and other partners to address disruptions, conduct field observations, and coach staff.

Responsibilities

• Patrol assigned service areas to monitor trips, operator performance, service conditions, and rider needs.
• Provide on-street support to operators during service delivery challenges, including assistance with trip procedures, rider concerns, and route-related issues.
• Help maintain safe, accessible, and customer-focused service by supporting operators in real-time field conditions.
• Monitor field activity and identify issues affecting service reliability, rider experience, or compliance with agency expectations.
• Respond to service issues, incidents, customer concerns, and emergencies affecting paratransit service.

Job description

Department: Charlotte Area Transit System Department Salary: $66,826.00 - $96,061.79 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December31,2026, and will transition to MPTA employment on January1,2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY

The Paratransit Field Supervisor provides on‑street supervision and frontline operational support to help ensure safe, reliable, accessible, and customer‑focused paratransit service. Reporting to the Paratransit Transportation Operations Manager, this role monitors service delivery in the field, supports operators in resolving service issues, responds to incidents and rider needs, and helps maintain compliance with ADA‑related service requirements, agency procedures, and customer assistance standards.

This position serves as a key field presence within the paratransit operation and works closely with operators, dispatch, customer support, and other internal partners to address service disruptions, assist with passenger needs, conduct field observations, and support a positive rider experience. The Paratransit Field Supervisor helps translate agency expectations into day‑to‑day field response, practical coaching, and dependable service oversight.

Major Duties and Responsibilities

Field Service Monitoring and Operator Support

• Patrol assigned service areas to monitor trips, operator performance, service conditions, and rider needs.
• Provide on‑street support to operators during service delivery challenges, including assistance with trip procedures, rider concerns, and route‑related issues.
• Help maintain safe, accessible, and customer‑focused service by supporting operators in real‑time field conditions.
• Monitor field activity and identify issues affecting service reliability, rider experience, or compliance with agency expectations.

Incident Response and Service Recovery

• Respond to service issues, incidents, customer concerns, and emergencies affecting paratransit service.
• Assist in resolving service disruptions, delays, late trips, no‑shows, reassignment needs, and other real‑time operating issues in coordination with dispatch and leadership.
• Support recovery actions during field events and help maintain continuity of service whenever possible.
• Escalate significant operational, safety, or customer issues in accordance with agency procedures.

ADA, Rider Assistance, and Compliance Oversight

• Assist operators in resolving passenger boarding challenges, securement issues, mobility device accommodations, and other rider assistance needs.
• Conduct ride checks, field audits, vehicle checks, and related observations to support safe service delivery and ADA compliance.
• Promote respectful, safe, and dignified interaction with riders with diverse mobility needs.
• Reinforce compliance with agency procedures, customer assistance expectations, and safe operating practices in the field.

Documentation, Communication, and Follow-Up

• Document incidents, service delays, unsafe conditions, customer interactions, and other field observations accurately and in a timely manner.
• Communicate service updates, field concerns, and operational observations to leadership, dispatch, and other appropriate staff.
• Prepare shift activity reports and other required documentation related to daily field activity.
• Support follow‑up on performance concerns, customer issues, and service problems as directed.

Other Duties

• Support special events, detours, service changes, and other operational adjust