Eligibility Manager

MV Transportation•Portland, OR

About The Position

MV Transportation is seeking an Eligibility Manager to evaluate, enhance, and process applications for ADA paratransit service and travel planning services. The role includes conducting eligibility assessments, maintaining passenger records, providing travel information and counseling, coordinating with the existing ADA paratransit contractor, and supporting customer service and program operations. The manager also tracks assessment and recertification status, implements eligibility recertification in line with AB 1250, reports findings and service metrics, represents the program at public events, and supports implementation of an electronic fare media incentive program.

Requirements

One to three years of project ADA paratransit eligibility experience in a similarly sized paratransit environment.
Ability to work independently.
Strong customer service skills.
Strong written and verbal communication skills.
Knowledge of contractual obligations.
Experience managing a fast-paced environment.

Responsibilities

Perform virtual and in-person ADA paratransit assessments as needed to determine eligibility according to FTA guidelines, and maintain a database of eligible passengers.
Provide travel-planning information, including fares, service areas, and system use, to interested parties.
Provide travel counseling, information, and referral resources through the Travel Navigator Program.
Coordinate and proactively collaborate with the existing ADA paratransit contractor to identify and resolve ongoing issues.
Communicate regularly to ensure customer service efforts meet contract and client demands.
Establish relationships with key consumer agencies to facilitate direct communication, feedback, and proactive customer service.
Respond to individual customer and passenger concerns, including investigation and follow-up related to passenger eligibility.
Provide required reports, including assessments completed and pending and phone system operational metrics.
Update the Regional Eligibility Database with results from new assessments and recertifications.
Track eligible persons’ assessment status, recertification dates, and completion dates to develop a level-of-effort work plan.
Implement eligibility recertification in line with AB 1250.
Provide findings and resolution information related to field work.
Attend public events as a program representative to provide information and feedback.
Implement an electronic fare media incentive program.