Operations Supervisor, On Demand Services

Under the supervision of the Operations Manager (s) , Bus Operations , the Operations Supervisor of On-Demand Services, will be responsible for management and oversite of all service options provided to persons who because of age or disability cannot utilize NCTDs fixed-route and rail modes of transportation. The Operations Supervisor of On-Demand Services shall have direct oversite of staff responsible for the Paratransit, FLEX, Supplemental Taxi, Same Day Taxi, and Micro-Transit Mobility service programs. This position shall participate in any County appointed committees, Social Service boards, Senior/Disabled events, the San Diego County Consolidated Transportation Service Agency (CTSA) and the San Diego Association of Governments (SANDAG). Manage the integration and compliance of all contracted operation data into the TRAPEZE Scheduling Software and its nine independent specialty software modules. The Operations Supervisor provides direction to the Mobility/Paratransit staff and contracted vendors and assists in the preparation of Federal/ State reports concerning service and compliance with relevant laws and regulations. The primary focus of this position is the effective and efficient management of NCTDs On-Demand Service options.

Distinguishing Characteristics

This position will manage all On-Demand service activities to include the ADA Paratransit Program, FLEX Fixed-route service, Microtransit , Supplemental Taxi service, Trapeze scheduling software, Health and Human Services (HHS) Medi-Cal transportation reporting, Americans with Disabilities (ADA) planning, and Fixed-Route accessibility. The Operations Supervisor shall participate in policy development and revisions and is responsible for policy implementation and compliance. The Operations Supervisor approves and signs off on all yearly DBE documentation for each contract provider. The Manager facilitates the yearly HHS Medi-Cal transportation billing audits provided by the County of San Diego . The Operations Supervisor manages all related budgets and contracts, and prioritizes projects, work plans, and deadlines. The position analyzes and evaluates the current program and implements corrective actions when needed. The Operations Supervisor provides direction to the On-Demand Services team and contracted vendors and assists in the preparation of Federal/ State reports concerning service and compliance with relevant laws and regulations. The Operations Supervisor provides strategies and recommendations for improved safety, reliability, cleanliness, and customer interactions. The Operations Supervisor partners with Safety, Service Management, Engineering, Fleet Management, Transit Police, and Customer Service, among others in order to provide high-caliber transportation services. This position requires experience with ADA paratransit scheduling systems, operations, and the ability to work independently with limited supervision, to have knowledge of and be able to interpret changing laws and regulations, understanding how they influence successful, manageable programs, and to oversee those programs and identify the difficulties and nuances of this area of service delivery.

Supervision Received and Exercised

This position reports to and receives general supervision from the Operations Manager (s) of Bus Operations . This position will oversee the work of all service and contract providers, consultants and make recommendations on projects throughout the district to ensure accessibility . Further, this position is expected to participate in the sharing of expert knowledge and as a vital member of various project teams that may be instituted.

Working Conditions

Normal working conditions for this position are in both an office and field setting. Business travel may be required periodically between District sites, governmental agencies, consultants facilities, and other locations as required .

Essential Functions

Duties may include, but are not limited to , the following:

• Represents the NCTD ADA transportation program in the community and is a liaison to the ADA Community.

• Evaluates, analyzes, and resolves accessibility service complaints; assists in the development of policies and procedures regarding accessibility.
• Assists with the development, implementation and monitoring of processes to provide for the prompt and equitable resolution of Title II complaints.
• Supports and assists in the development and implementation of disability awareness training and other related programs . Coordinate with contractors as needed.
• Reviews billings related to subject area for adherence to regulatory and contractual compliance and makes recommendations for same.
• Compiles data for reporting procedures, produces and maintains monthly, quarterly, and annual performance reports.
• Approves yearly DBE audit reports for all ADA contract transportation providers.
• Participates and facilitates the yearly HHS Medi-Cal documentation audit .
• Participates in the planning and management of NCTDs Paratransit and Mobility Service programs.
• Participates in the analysis of service policies and procedures; makes recommendations to ensure compliance.
• Plans, implements, and manages the paratransit and mobility services for compliance with ADA.
• Provides oversight and management of specialized contracts such as (FLEX) Demand Response, (LIFT) ADA Paratransit Service, Paratransit Eligibility Certification, Supplemental Taxi and micro-transit options.
• Identifies performance variances for all contracts and implements corrective actions.
• Monitors contractor compliance within Federal, State and local, laws and regulations relating to the ADA and other accessibility regulations; reports result to the Manager of Paratransit and Mobility Services .
• Works in close coordination with regulatory agencies to assist in ensuring ongoing NCTD awareness and familiarity with all regulatory issues.
• Maintains current information on Federal, State and local accessibility laws; Provides input and advice on the interpretation thereof.
• Assists with the management of capital and operating projects.
• Assists in the development of discretionary funding grant applications for accessibility programs and transportation related initiatives.
• Responsible for report management, analysis, and development of custom reports.
• Develop and implement program and department policies, procedures, goals and objectives , and record maintenance system.
• Develop criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs grant applications.
• Manage personnel in Paratransit programs department including recruitment, training, supervision and evaluation. Develop and maintain staff relationships to achieve high staff morale, productivity, teamwork and retention.
• Direct activities of staff.
• May serve as a District liaison to Federal, State and local agencies on matters relating to compliance with ADA and other accessibility laws and regulations.
• Works with the public as the NCTD representative on specified matters relating to the ADA.
• Participates and supports the planning and conducting of public meeting related to the ADA Program.
• Responsible for community outreach and information regarding program services, eligibility requirements, and intake processes. Responsible for establishing appropriate relationships and working agreements with other transportation services.
• Participates in the processing of customer and employee commendations and complaints.
• Work in cooperation with agency finance, human resources, administrative departments and establish and maintain positive working relationships with other programs.
• Serves as the NCTD representative for meeting specified by a Bus Operations Manager.
• Be available any hours and days that service is operational.
• Travel within the LIFT service area may be required .
• Other duties as assigned.

Experience/Education

• High School Diploma/GED required; associate or bachelors Degree preferred

• Minimum three to five years prior directly relevant experience required .

Certificates/Licenses

• Possession of and the ability to maintain a California drivers license, Class C, with less than 6 points in the prior 36 - month period and no DUIs in the prior 7 years.

• Maintain compliance with the districts policy regarding Conflict of Interest and Ethics.
• Must be able to obtain and maintain access to Marine Corp Base Camp Pendleton.
• Positions in this job classification are considered safety-sensitive and subject to drug and alcohol testing, including random testing, under Federal Transit Administration (FTA) regulations

General Requirements

• Strong knowledge of Federal and State laws and regulations relating to ADA and other accessibility regulations; reporting requirements dealing with persons with disabilities; principles, techniques and methods of developing services and programs designed for people with disabilities.

• Familiarity with principles and methods of transit program development, implementation, and evaluation.
• Knowledge of principles related to contract management and oversight.
• Able to create and maintain good working relationships through excellent communication and teambuilding skills; including the ability to engage successfully with both internal and external contacts and the public.
• Strong analytical and critical thinking skills; ability to gather, organize, analyze and present data to appropriate sources , ability to interpret and apply local, state, and federal rules and regulations accurately and effectively .
• Exceptional communication skills, both verbal and written, including the ability to prepare and deliver clear and concise reports.
• A professional level of expertise in multiple areas and demonstrated use of high-level discretion and judgment in execution of duties is preferred .
• Must be able to manage and maintain simultaneous, transitional, and emerging priorities.
• An excellent leader and educator who is trustworthy and willing to share information and serve as a mentor with high ethical standards.
• Experience interacting with persons with mental and physical disabilities and coordination with service providers and organizations serving the elderly and individuals with disabilities.
• Negotiation and conflict resolution skills
• Familiarity and knowledge with technical and operational issues in the provision of transportation service for the disabled and elderly as they apply to the American with Disabilities Act (ADA) to include working knowledge of passenger eligibility screening for complementary Para transit service.
• Excellent verbal and written communication skills. Ability to read English language to sufficiently be able to read information contained in applications, rules and regulations; to understand and respond accurately to inquiries, and to handle equipment and documents.
• Ability to deal effectively with employees at all levels of the program, agency, and with the public
• Oversee the completion of industry specific training in operational, safety & training or other aspects of ADA Paratransit operations
• Working knowledge of computer applications for the Paratransit industry to include computer hardware, network and software support, computerized scheduling and dispatching
• Strong computer skills including knowledge of Windows based applications such as Word, Excel, Access and Publisher, ability to manage database software. Trapeze experience preferred
• Knowledge of managing vehicle care and maintenance programs
• Require strong skills in public speaking
• Ability to problem solve and work in stressful situations
• Ability to perform essential functions of the job with or without accommodation
• Bilingual in English/Spanish, preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must possess the ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions and work with office equipment and lift equipment up to 25 pounds daily. The employee must be able to hear, see, and communicate verbally to exchange information . The employee must be able to physically travel between District locations and other destinations, work in evenings and weekends when required , work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way . The employee may be subject to fumes, odors, dusts, gases, chemicals . The employee must be able to walk, climb, balance, bend, carry, push, reach, sit, and stand.

Machines / Tools / Equipment

• Ability to operate a personal computer and Microsoft Office Suite programs.

• Ability to operate standard office equipment, including a fax and scanner machine, copy machine, and telephone.
• Ability to carry and operate a Blackberry/iPhone on-call device.