Operations Manager, Eligibility

BASIC PURPOSE

 


* Supervises workflow and performance for the Mobility and Orientation Specialists and the eligibility process for mobility program applicants, providing timely and appropriate service to customers.  Assists with the PSTA Travel Training program.



* Oversees all workflow related to the accurate processing of applications, assessment of applicants and referral to other transit modes, travel training, and orientation.

RESPONSIBILITIES


* Supervises three (3) Mobility and Orientation Specialists and oversees the work of an administrative assistant, providing training and technical support of these personnel to ensure timely and accurate completion of client eligibility. 

·    Assists with the eligibility process for all mobility programs including timely dissemination of program applications to customers.

·    Manages the in-person or phone assessment scheduling and subsequent process.

·   Ensures that all medical verifications are processed as needed.

·     Ensures that all paratransit applications are processed within a maximum of 21 days, and other mobility applications in a timely and compliant manner.

·     Provides feedback to other PSTA departments concerning system-wide mobility needs.

·      Ensures that any appeals of mobility eligibility decisions are received, scheduled and processed within required timeframes.

·      Assists with the distribution of Access and TD bus cards and other information on all mobility programs.


*  Manages the PSTA Access travel training program.



*  Assists other Mobility staff with tasks as directed by the Deputy Director and Director of Mobility Services.



*  Develops customer form letters for all staff use.



*  Investigates, replies to, and closes customer complaints in a timely and appropriate manner.



*  Answers internal and external customer inquiries in a professional manner.



*  Conducts special projects as assigned.

Participates in training and meetings as necessary and other professional duties as assigned.



*  Stays up to date on mobility programs offered throughout the county and incorporates into the PSTA eligibility process as appropriate.



*  Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.

 

STAFF OVERSIGHT AND SUPPORT FUNCTION RESPONSIBILITIES

·     Ensures that client certifications and re-certifications are conducted in a confidential and timely manner, in accordance with applicable laws and requirements, assisting with workload as necessary.

·    Ensures timely eligibility notifications to applicants in writing.

Ensures compliance for compiling and maintaining all records and statistics associated with the PSTA Access and TD services, including providing a written report containing observations, assessments, and recommendations regarding each applicant.

Ensures the maintenance of records rela...