Mobility Services Coordinator

Pinellas Suncoast Transit Authority•St. Petersburg, FL

1d•Onsite

About The Position

The Mobility Services Coordinator is responsible for overseeing and monitoring the operational performance of PSTA’s paratransit, Transit Disadvantaged (TD), and other mobility programs and contractors. This professional role supports a multi-disciplinary team in areas including contract and ADA compliance, safety, customer service, call center and field operations, data analysis, and billing functions. The coordinator ensures timely and accurate service delivery to both contractors and customers, including processing billing, fulfilling on-demand trips, and responding to inquiries. Additionally, the role facilitates PSTA’s responsibilities as the region’s Community Transportation Coordinator (CTC), coordinating efforts across multiple transportation operators and agencies to support efficient, compliant, and customer-focused mobility services.

Requirements

High School Diploma or G.E.D. required
One (1) year experience creating complex reports using Excel.
Intermediate Excel skills required.
Service delivery and integrity, performance measurement, contractor management, analysis and reporting procedures required.
Basic understanding of the public transportation needs of persons with disabilities, seniors, and/or low-income individuals required.
Service management, data analysis, verbal and written communications, Microsoft Office suite, with strong Excel, Access, or transportation management software required.
Process analysis to improve service efficiency and effectiveness.
Organize and delegate; exercise sound independent judgment; multi-task and prioritize; speak and write clearly and effectively; provide constructive feedback; train others with diverse learning styles; establish and maintain effective working relationships; follow rules and procedures; perform highly detail-oriented tasks with little to no errors.

Nice To Haves

Associate's degree or higher preferred.
ADA Paratransit or similar transportation experience preferred.
An understanding of how PSTA’s (or another transit agency’s) fixed route system, Transportation Disadvantaged (TD) services, and ADA Complementary Paratransit service, are strongly preferred.

Responsibilities

Monitors paratransit, TD and other mobility services to document safety, reliability, ridership, contractual expenditures, and delivery of customer service.
Monitors driver and other operations staff adherence to contractual performance standards in the field.
Provides reports of these observations for documentation of service not provided in accordance with contract provisions to the Deputy Director of Mobility Services and as instructed by management, contractor(s).
Monitors contractor’s Operations Control Center (OCC) performance to include, but not limited to, daily real-time proactive monitoring to prevent lateness, analysis of OCC contractor performance through metrics, cost containment measures and review of reports pertaining to OCC functions.
Monitors and reports on financial control measures related to operational performance, including review of contractor invoices and supporting documentation and compliance with revenue collection operations.
Analyzes, develops, and reports on financial trends, such as with contractual vs. actual costs and financial incentives/disincentives associated with contractor performance.
Coordinates internal review of monthly contractor performance and ensures the integrity of operational reports.
Analyzes ridership trends and trip related data.
Monitors and reports on ridership and other metrics for all mobility programs.
Processes, analyzes, summarizes, and distributes performance reports including, but not limited to, telephone and complaint statistics.
Monitors phone call recordings.
Performs random record checks on the contractor to ensure compliance.
Monitors the quality of customer service and courtesy provided by vehicle operators and contractor personnel from both on-street and on-board observation and provides feedback to management.
Monitors usage of motility programs and addresses noncompliance with program parameters.
Monitors proper maintenance of vehicle fleet.
Observes and provides reports on vehicle condition, including cleanliness, signage and decals, and heating and cooling systems both from street and onboard observation (where possible).
Performs site visits for TD program contractors and ride checks as needed.
Periodically inspects driver records for completeness, to include compliance with E-Verify, active driver's license, motor vehicle record (with no more violations than permitted by contract), and criminal history records (to ensure compliance with contractual criteria).
Processes and documents incoming complaint letters, emails, and/or phone calls into Authority’s software.
Investigates and documents customer complaints and follows up with customers.
Analyses and reports on trends associated with complaints.
Contacts customers via phone, written correspondence, and email to identify and resolve complaints.
Investigates incidents or activities that impact service-related complaints and alleged violations of noncompliance, ensuring timely and appropriate resolution.
Reviews data produced by contract personnel for accuracy and completeness, and compares operational data with customer service feedback and monitoring observations.
Recommends operational changes to improve performance and enhance the customer experience.
Performs technical analyses of operations to identify and avert potential problems.
Prepares various reports and status briefings related to program operations, external committees, and board presentations.
Assists other Mobility staff with tasks as directed by the Operations Manager: Data and Service Delivery.
Conducts quality assurance surveys with customers.
Schedules, conducts, and records outcomes for annual audits and periodic site visits with PSTA mobility and TD contractors.
Issues bus passes for paratransit customers
Participates in trainings and meetings as necessary.
Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.
Develops and maintains instructional documents, templates, and standard operating procedures.
Recommend process improvements to increase efficiency and accuracy.
Performs other functions as assigned.