Admin-Operations - Special Services Supervisor

Transit Authority of Northern Kentucky•Fort Wright, KY

About The Position

The Special Services Supervisor coordinates and administers all phases of TANK’s Senior Transportation, RAMP, TANK+ and Medicaid programs, including dispatching, scheduling, and daily administrative functions. The position manages Special Services bus operators and supports smooth daily on-street operations. The supervisor oversees Special Services operations when the Manager of Special Services is absent and responds to passenger issues, including field monitoring and assistance as necessary.

Requirements

Minimum bachelor’s degree or an equivalent combination of experience and education.
Minimum four years of transit experience; paratransit and/or senior or disabled transportation experience is preferred.
Minimum four years of supervisory or management experience.
Minimum one year of direct customer service experience.
Ability to maintain detailed knowledge of transportation requirements associated with the ADA, Medicaid, and Senior programs.
Ability to develop work standards, standard operating procedures, troubleshooting checklists, and 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 effective 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

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

Responsibilities

Manage bus operators, with a specific focus on Special Services operators, including attendance, safety, and customer service.
Oversee Special Services operations in the absence of the Manager of Special Services.
Address and resolve passenger concerns and complaints, and troubleshoot service-delivery problems, including going into the field to monitor or assist operations and operators as necessary.
Identify current and future service needs and improvements.
Process Special Services trip requests electronically and schedule trips in compliance with ADA transportation regulations using QRyde software.
Process TANK+ trip requests electronically and schedule trips using the Via on-demand platform.
Assist passengers with 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 with passenger medical emergencies, vehicle accidents, maintenance problems, and traffic emergencies.
Adjust operator manifests and schedules as needed to minimize service delays.
Track and administer TANK’s no-show and cancellation policy.
Review the printed primary manifest daily to assess the feasibility of operator schedules and running time.
Provide timely feedback to the Manager of Special Services regarding service failures and passenger concerns.
Provide reports needed for data collection.
Perform other duties as assigned.