Paratransit Field Operations Supervisor

City of Charlotte•Charlotte, NC

1d•Onsite

About The Position

The Paratransit Field Supervisor provides on-street supervision and frontline operational support to help ensure safe, reliable, accessible, and customer-focused paratransit service. Reporting to the Paratransit Transportation Operations Manager, this role monitors service delivery in the field, supports operators in resolving service issues, responds to incidents and rider needs, and helps maintain compliance with ADA-related service requirements, agency procedures, and customer assistance standards. This position serves as a key field presence within the paratransit operation and works closely with operators, dispatch, customer support, and other internal partners to address service disruptions, assist with passenger needs, conduct field observations, and support a positive rider experience. The Paratransit Field Supervisor helps translate agency expectations into day-to-day field response, practical coaching, and dependable service oversight. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

Requirements

High school diploma or GED and two (2) years of experience in paratransit operations, field supervision, transit service delivery, customer operations, or a related function; or an equivalent combination of education and experience.
Experience working in a customer-facing transportation or mobility service environment.
Experience responding to service issues, customer concerns, incidents, or operational disruptions in real time.
Experience applying operating procedures, customer assistance expectations, or safety practices in day-to-day work.
Experience documenting field activity, incidents, inspections, or related operational observations.
Knowledge of ADA paratransit service requirements and safe mobility assistance practices
Knowledge of Paratransit operating rules, operator procedures, and customer service standards
Knowledge of Field incident response steps and documentation guidelines
Skill in supporting operators during service delivery challenges
Skill in communicating professionally with riders, operators, and dispatch staff
Skill in observing and documenting field activity with accuracy and clarity
Ability to stay calm, resourceful, and responsive in dynamic field conditions
Ability to prioritize multiple service needs and adjust quickly to changing circumstances
Ability to interact respectfully and effectively with riders with diverse mobility needs

Nice To Haves

Experience in public transit paratransit, demand-response transportation, or another mobility service environment.
Experience conducting ride checks, field audits, vehicle checks, or service observations.
Experience supporting ADA-related service delivery, passenger assistance, or securement-related practices.

Responsibilities

Patrol assigned service areas to monitor trips, operator performance, service conditions, and rider needs.
Provide on-street support to operators during service delivery challenges, including assistance with trip procedures, rider concerns, and route-related issues.
Help maintain safe, accessible, and customer-focused service by supporting operators in real-time field conditions.
Monitor field activity and identify issues affecting service reliability, rider experience, or compliance with agency expectations.
Respond to service issues, incidents, customer concerns, and emergencies affecting paratransit service.
Assist in resolving service disruptions, delays, late trips, no-shows, reassignment needs, and other real-time operating issues in coordination with dispatch and leadership.
Support recovery actions during field events and help maintain continuity of service whenever possible.
Escalate significant operational, safety, or customer issues in accordance with agency procedures.
Assist operators in resolving passenger boarding challenges, securement issues, mobility device accommodations, and other rider assistance needs.
Conduct ride checks, field audits, vehicle checks, and related observations to support safe service delivery and ADA compliance.
Promote respectful, safe, and dignified interaction with riders with diverse mobility needs.
Reinforce compliance with agency procedures, customer assistance expectations, and safe operating practices in the field.
Document incidents, service delays, unsafe conditions, customer interactions, and other field observations accurately and in a timely manner.
Communicate service updates, field concerns, and operational observations to leadership, dispatch, and other appropriate staff.
Prepare shift activity reports and other required documentation related to daily field activity.
Support follow-up on performance concerns, customer issues, and service problems as directed.
Support special events, detours, service changes, and other operational adjustments as directed.
Promote positive rider relations, safety awareness, and respectful operator-rider interactions.
Perform other related duties as assigned.