Contract Compliance Monitor

Transdevna•San Francisco, CA

38d•$22 - $26•Onsite

About The Position

Transdev Services, Inc. seeks a motivated individual to join the team at our San Francisco Paratransit Office as a Contract Compliance Specialist. Position Overview:This positionreports to the Director of Operations and is is responsible for monitoring all aspects of the performance of the SFMTA Paratransit contracted van and taxi operators including the San Francisco Paratransit Debit Card program (taxi). Candidate must be able to work dependably with integrity and achieve a high level of work product output with little, and at times, no direct supervision. While monitoring is generally split between taxi and van operations, occasionally, this position will back up the other monitoring position and thus will be cross-trained. Service provided includes paratransit service in accordance with the requirements of the Americans with Disabilities Act of 1990 (ADA) as amended. Key Responsibilities/Duties:Typical work tasks include service quality monitoring using information from SF Paratransit's scheduling/trip and debit card transaction databases, van and taxi inspections and submission of various reports on service quality. Must be capable of inspecting service provider facilities, records, vehicles and "audit" training programs including those on passenger assistance, disability awareness, sensitivity, substance abuse, etc. Candidate must be capable of conducting follow up on specific complaints, especially those of a serious or recurring nature. This candidate must be capable of developing and regularly filing a variety of reports, including field observation reports, general field/office activity summary reports various transaction and trip audit reports, and special reports as directed, and must be capable of working with data accessed from multiple databases. Some verification of trip provision through both telephone communications with passengers and visual monitoring will be required. Will be required to coordinate oversight of federal, state and local and contractual requirements such as FTA drug/alcohol testing standards, NTD reporting, SFMTA annual reporting, City and County of San Francisco taxicab ordinances and the SFMTA's minimum taxicab requirements. The successful candidate must possess proficient computer skills and be capable of properly managing work time including balancing multiple tasks with varying deadlines and objectives. Good documentation skills, time management skills and ability to work in a team environment with minimal oversight are necessary. This individual must be creative, energetic, and reliable and must act professionally at all times when interacting with the public and team members. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Requirements

Possess an understanding of the training requirements for all classes of paratransit drivers. This training includes but is not limited to taxi driver training, Passenger Assistance Training including Disability Awareness/Sensitivity training (PAT/PASS). PASS training and certification will be provided. Familiarity with defensive driving, first aid, and other types of driver training is helpful.
Basic knowledge of vehicle preventive maintenance programs.
Must be able to operate a motor vehicle safely and responsibly and possess a California driver's license (C or B) with a driving record having no more than two moving violations in the last five years; no DUI's allowed.
Must be capable of communicating clearly at all times and in all situations and interacting with diverse groups of people in a sensitive and understanding manner.
Candidate must be capable of demonstrating sound judgment, critical thinking, and ability to investigate complex issues.
This position requires proven communications proficiency, both speaking and writing skills.
This position requires a high level of sensitivity demonstrating empathy without being perceived as overly sympathetic or uncaring. Must maintain an even disposition when dealing with difficult or combative persons.
Advanced computer skills are a requirement of this job.
Proficiency with all MS Office Suite products including Outlook, Word, Excel and PowerPoint is required.
Excellent follow up skills are required.
Candidate must possess the ability to read and comprehend federal provisions, state and local laws, and contract provisions.
High school diploma or GED is required.
Minimum two years' general work experience required.

Nice To Haves

Some knowledge of municipal/public transportation concepts, such as ADA Paratransit and exposure to federal, state and local laws is preferred.
Ability to speak a second language other than English is also preferred.
Four-year college degree or at least 2 years of college preferred.
At least three years of progressively increasing responsibility work experience in a fast-paced operations environment also preferred.
Some experience working with the elderly/disabled populations is desired.
Experience with transit scheduling software such as Trapeze PASS a plus but the ability to quickly learn to use these kinds of software tools is required.
Good command of English, both speaking and writing.

Responsibilities

Service quality monitoring using information from SF Paratransit's scheduling/trip and debit card transaction databases
Van and taxi inspections and submission of various reports on service quality
Inspecting service provider facilities, records, vehicles and "audit" training programs including those on passenger assistance, disability awareness, sensitivity, substance abuse, etc.
Conducting follow up on specific complaints, especially those of a serious or recurring nature
Developing and regularly filing a variety of reports, including field observation reports, general field/office activity summary reports various transaction and trip audit reports, and special reports as directed
Working with data accessed from multiple databases
Verification of trip provision through both telephone communications with passengers and visual monitoring
Coordinate oversight of federal, state and local and contractual requirements such as FTA drug/alcohol testing standards, NTD reporting, SFMTA annual reporting, City and County of San Francisco taxicab ordinances and the SFMTA's minimum taxicab requirements
Attend regularly scheduled service provider, transit agency advisory committee or subcommittee meetings, and/or public meetings as needed, as well as driver training sessions, and training for supervisors and other personnel
Attend and prepare minutes for at least one public meeting, quarterly, along with disseminating meeting announcements and recording meeting minutes
Give regular public presentations on the rules and procedures of SF Paratransit programs, in both instructional and community outreach settings, and make written presentations when needed
Coordinate, organize, and maintain communication related to programs such as Group Van and Stair Assist
Support and work with Transit Planner on projects such as those relating to van services
Perform general office work including data entry, filing, assisting in call center operations whenever needed, and perform other duties as assigned