ADA Program Supervisor (ADA Coordinator) - BRTA

Keolis America•Pittsfield, MA

4d•Hybrid

About The Position

The ADA Program Supervisor (ADA Coordinator) is responsible for ensuring paratransit operations comply with all ADA regulations, including 49 CFR Part 37 requirements. This role involves developing and implementing policies and procedures, overseeing the eligibility certification process, collaborating with operations teams, investigating service issues, and serving as the primary point of contact for ADA-related inquiries. The position also involves data analysis, reporting, providing training, and engaging with stakeholders. The role requires strong knowledge of ADA compliance, Paratransit eligibility, and excellent communication and organizational skills. The position may involve flexible schedules, including nights, weekends, and holidays, and requires the ability to work without direct supervision. Reasonable accommodation may be requested for individuals with disabilities to perform the essential functions of the job.

Requirements

High School Diploma or equivalent
Minimum two (2) years of transit industry experience
Union/ Collective Bargaining Experience
Computer literate
Well versed on Microsoft Office 365 applications
Strong knowledge of ADA compliance practices
Strong knowledge of Paratransit eligibility processes
Excellent Customer Service skills
High level of attention to detail
Effective communication skills, both written and oral
Strong organizational planning skills
Strong practical skills
Strong analysis and problem-solving skills
Basic math skills
Ability to work in a union environment
Ability to work without direct supervision
Ability to read, write and speak English
Ability to work flexible schedules that may include nights, weekends, and holidays
Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position

Responsibilities

Ensure paratransit operations comply with all ADA regulations, including 49 CFR Part 37 requirements
Develop, implement, and maintain policies and procedures aligned with federal, state, and local regulations
Ensure adherence/compliance to ADA service criteria (e.g., on-time performance, capacity constraints, trip denials)
Respond to customer comments related to all Mobility Services modes
Oversee the ADA paratransit eligibility certification process, including application review, functional assessments, and appeals
Ensure eligibility determinations are accurate, timely, and compliant with regulatory standards
Collaborate with operations teams and service providers to ensure effective delivery of paratransit services
Investigate service issues and implement corrective actions
Serve as the primary point of contact for ADA-related inquiries, complaints, and appeals
Resolve customer concerns in a professional, timely, and empathetic manner
Promote equitable and accessible transportation services through outreach and education
Track, analyze, and report key performance metrics (KPIs) related to service delivery and ADA compliance
Prepare reports for management, regulatory agencies, and audits
Identify trends and recommend operational improvements
Provide ADA compliance training to staff, contractors, and operators
Engage with stakeholder groups, including advocacy organizations and advisory committees
Represent the agency in public meetings, hearings, and community forums