Support Specialist I Eligibility

Capital Metropolitan Transportation Authority•Austin, TX

7d•Onsite

About The Position

The Support Specialist, Eligibility reports directly to the Supervisor, Paratransit Eligibility and Customer Service. This position is responsible for the assistance in administering assessment of Paratransit eligibility certification in accordance with the Americans with Disabilities Act (ADA). Receives and verifies all applications for Paratransit services.

Requirements

High school diploma or GED required.
Two (2) years of transit/Paratransit customer service or Social Service experience including one (1) year of data entry experience preferred.
Experience working with diverse cultures, socio-economic populations, and persons with disability.
Working knowledge of ADA Paratransit Regulations, and medical/disability terminology.
Skill with computers and computer databases.
Ability to organize data, access application data and apply program per program rules.
Excellent oral, written, and interpersonal communication skills.
Skill in researching and collecting information.
All applicants must be currently authorized to work in the United States.

Responsibilities

Provide professional, courteous customer service regarding ADA, Paratransit eligibility, and Capital Metro programs via phone, in-person, and electronic communication, including responding to public inquiries and processing visitor service requests.
Support eligibility determination processes, including coordinating re-certifications, assisting with in-person assessments, and collaborating with applicants, staff, vendors, and consultants.
Create, maintain, and manage client files (physical and electronic), ensuring accurate and up-to-date records.
Coordinate with healthcare professionals to obtain supplemental documentation supporting eligibility determinations.
Coordinate eligibility-related activities such as re-certifications, service change adjustments, research, and departmental projects.
Prepare and provide reports on applications, eligibility determinations, and re-certification activities.
Serve as Department Records Coordinator (DRC), overseeing document retention, archiving, retrieval, and destruction in compliance with policies and regulations.
Develop and maintain recordkeeping systems, and act as liaison with external storage vendors and internal Records Management Office (RMO) to manage inventory and documentation processes.
Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
Perform other duties as required and/or assigned.