Admin-Operations - Special Services Supervisor

Transit Authority of Northern Kentucky•Fort Wright, KY

About The Position

The Special Operations Supervisor coordinates and administers all phases of TANK’s Senior Transportation, RAMP, TANK+ and Medicaid programs, including dispatching, scheduling and daily administrative functions. The supervisor manages Special Services bus operators to support smooth daily on-street operations and supervises the Special Services Coordinator. The role oversees Special Services operations when the Sr. Manager of Special Services is absent.

Requirements

Minimum bachelor’s degree or equivalent combination of experience and education.
Minimum 4 years of transit experience, preferably in paratransit and/or senior or disabled transportation.
Minimum 4 years of supervisory or management experience.
Minimum 1 year of direct customer service experience.
Ability to maintain detailed knowledge of transportation requirements associated with the Americans with Disabilities Act (ADA), Medicaid and Senior programs.
Ability to develop work standards, standard operating procedures and troubleshooting checklists, and to develop effective countermeasures to prevent future failures.
Strong communication and people skills.
Strong problem-solving and conflict-management skills.
Excellent attention to detail.
Ability to apply management principles and practices, including optimum use of human and material resources.
Ability to interact effectively with staff, department heads, the public and contract service providers.
Ability to manage confidential information and documents.
Ability to use computers and standard business and office software, including Word, Excel, Outlook and the Internet.
Ability to demonstrate professionalism in the work environment.
Ability to learn TANK’s Special Services programs and related policies.
Valid driver’s license.

Nice To Haves

Supervisory or management experience in a union environment.
Experience working in an inbound call center environment.
Knowledge of computer-aided dispatch technology and/or scheduling software.

Responsibilities

Supervise bus operators and the Special Services Coordinator, with a focus on operator attendance, safety and customer service.
Oversee Special Services operations in the absence of the Sr. Manager of Special Services.
Conduct consistent field monitoring and coaching, accounting for 50–80% of the workday.
Identify current and future service needs and opportunities for improvement.
Process Special Services trip requests electronically and schedule trips in compliance with ADA transportation regulations using Via software.
Process trip requests and schedule trips using the Via on-demand platform.
Help passengers navigate trip scheduling and policy compliance.
Monitor fleet performance using available computer-aided dispatch technology.
Assist operators on the road through electronic voice and data transmissions, including during passenger medical emergencies, vehicle accidents, maintenance problems and traffic emergencies.
Adjust operator manifests and schedules to minimize service delays.
Track and administer TANK’s no-show and cancellation policy.
Provide timely feedback to the Sr. Manager of Special Services about service failures and passenger concerns.
Prepare various reports for data collection.
Perform other duties as assigned.