Paratransit Operations & Customer Systems Lead

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

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