Mobility Services Coordinator

BASIC PURPOSE


* This is a professional and technical position primarily responsible for continuous monitoring of and reporting all matters pertinent to the operational performance of the Authority's paratransit (DART), Transit Disadvantaged (TD), and other mobility program contractors.


* The incumbent will work on a dynamic, multi-disciplinary team, for which the areas of emphasis include contract compliance; Americans with Disabilities Act (ADA) compliance; safety; customer service; call center operations; field service operations; data review/analysis and reporting functions; and accounting/billing functions.


* Ensures delivery of timely and appropriate service to contractors and customers.

This includes accurate processing of billing, on-demand trip fulfillment, and responsiveness to customer inquiries.


* Facilitates PSTA’s execution of its responsibilities and duties as the region’s Community Transportation Coordinator (CTC) for the Transit Disadvantaged (TD) program with five transportation operators and 11 transportation coordination agencies.

 

ESSENTIAL FUNCTIONS


* Monitors DART, TD and other mobility services to document safety, reliability, ridership, contractual expenditures, and delivery of customer service.

Monitors driver and other operations staff adherence to contractual performance standards in the field.

Provides reports of these observations for documentation of service not provided in accordance with contract provisions to the Operations Manager of Service Delivery and, as instructed by management, contractor(s).


* Monitors contractor’s Operations Control Center (OCC) performance to include, but not limited to, daily real-time proactive monitoring to prevent lateness, analysis of OCC contractor performance through metrics, cost containment measures and review of reports pertaining to OCC functions.


* Monitors and reports on financial control measures related to operational performance, including review of contractor invoices and supporting documentation and compliance of revenue collection operations.

Analyzes, develops, and reports on financial trends, such as with contractual vs.

actual costs and financial incentives/disincentives associated with contractor performance.

Coordinates internal review of monthly contractor performance and ensures the integrity of operational reports.


* Analyzes ridership trends and trip related data.

Monitors and reports on ridership and other metrics for all mobility programs.


* Processes, analyzes, summarizes, and distributes weekly performance reports including, but not limited to, telephone and complaint statistics.

Monitors phone call recordings.

Performs random record checks on the contractor to ensure compliance.


* Monitors the quality of customer service and courtesy provided by vehicle operators and contractor personnel from both on-street and on-board observation and provides feedback to management.

Monitors usage of motilit...