MobilityLink Evaluator

What will your job look like?

The MobilityLink Evaluator shall use MDOT MTA MobilityLink service on a weekly basis to determine whether operators are performing their duties correctly.

Perform onboard monitoring of Service Delivery Providers and will be responsible for reporting all observations on a weekly basis ensuring Service Delivery Providers meet contractual compliance requirements.

The MobilityLink Evaluator interfaces primarily with Service Delivery Operator(s) to ensure that safe and professional high-quality customer service is emphasized and reinforced in all phases of service to Mobility customers.

Location: 4201 Patterson Ave, 2nd Floor Baltimore, MD 21215

What you’ll do:


* Prepare and submit comprehensive reports detailing the observations


* Report all unsafe acts in real-time


* Submit digital trip monitoring reports weekly


* Store reports for three years prior to disposal, and they shall be available to the MDOT MTA upon request


* Perform random trip monitoring for safety and efficiency compliance


* Evaluate accessibility and identify unsafe stops, conditions, or surroundings


* Ensure the best safety practices are being utilized for a high-quality operation


* Monitor pick-ups and drop-offs at high-volume locations for safety and efficiency compliance


* Prepare and present comprehensive reports and briefings


* Maintain extensive knowledge and understanding of MDOT MTA MobilityLink policies and procedures


* Observe operator interactions and customer’s door-to-door transports


* Respond to MTA Mobility inquiries in a timely and professional manner


* Schedule and take MobilityLink trips on varying days and at varying times each day and document the trips


* Other duties as assigned

What you’ll need:

Experience, Education & Certifications:


* High school degree or G.E.D.


* 2+ years’ experience of quality-related experience


* Working knowledge of Trapeze PASS paratransit software suite or event-based paratransit


* Must possess a valid driver’s license

Skills:


* Knowledge and understanding of the travel need of the Clientele


* Ability to travel locally within the Baltimore area 75+% of the time


* Extensive geographic knowledge of Baltimore City and the County area


* Proficient at reading and following maps


* Advanced analytical use of computers for word processing, spreadsheet analysis, database management, and development of presentations


* Ability to multi-task, prioritize work and collaborate effectively under pressure


* Strong people skills


* Excellent time management skills


* Flexibility to work a variety of work schedules/hours


* Ability to work independently with minimal supervision


* Ability to maintain an elevated level of confidentiality


* Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel

Even better if you have...


* Prior Experien...