ADA Program Supervisor (ADA Coordinator) - BRTA
About The Position
The ADA Program Supervisor (ADA Coordinator) is responsible for ensuring paratransit operations comply with all ADA regulations, overseeing the eligibility certification process, coordinating operations, handling customer experience and advocacy, performing data analysis and reporting, and providing training and stakeholder engagement. This role requires strong knowledge of ADA compliance, paratransit eligibility, and transit industry experience, along with excellent customer service, communication, and problem-solving skills. The position may involve flexible schedules, including nights, weekends, and holidays, and requires the ability to work without direct supervision.
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
- Passing a pre-employment drug screen and a physical examination
- Completion of a background check
- Applicants must be authorized to work in the United States
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
Benefits
- Competitive compensation and benefits
- Opportunities for development and growth
- Safest work environment possible
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
