Eligibility Manager

MV Transportation • Portland, OR

1d

About The Position

MV Transportation is seeking an Eligibility Manager with excellent customer service skills to evaluate, enhance, and process applications for ADA paratransit service and travel planning services. The role supports the eligibility program, maintains passenger records, coordinates with the existing ADA paratransit contractor, and provides information and assistance to passengers and interested parties.

Requirements

• One to three years of project ADA paratransit eligibility experience in a similar-sized paratransit environment.
• Ability to work independently.
• Strong customer service, written, and verbal 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.
• Collaborate proactively with the existing ADA paratransit contractor to identify and resolve ongoing issues.
• Communicate regularly to ensure customer service efforts meet contract and client demands.
• Build relationships with key consumer agencies to facilitate direct communication and feedback and support a proactive customer focus.
• Respond to individual customer and passenger concerns, including investigation and follow-up related to passenger eligibility.
• Provide required reports, such as assessments completed, assessments pending, and phone system operational metrics.
• Update the Regional Eligibility Database with results from new assessments and recertifications.
• Track ADA-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 pertaining to field work.
• Attend public events as a representative of the program to provide information and feedback.
• Implement an electronic fare media incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed