Mobility Services Coordinator

BASIC PURPOSE:

The Mobility Services Coordinator is responsible for overseeing and monitoring the
operational performance of PSTA’s paratransit, Transit Disadvantaged (TD), and other
mobility programs and contractors.

This professional role supports a multi-disciplinary
team in areas including contract and ADA compliance, safety, customer service, call center
and field operations, data analysis, and billing functions.

The coordinator ensures timely
and accurate service delivery to both contractors and customers, including processing
billing, fulfilling on-demand trips, and responding to inquiries.

Additionally, the role
facilitates PSTA’s responsibilities as the region’s Community Transportation Coordinator
(CTC), coordinating efforts across multiple transportation operators and agencies to
support efficient, compliant, and customer-focused mobility services.

ESSENTIAL FUNCTIONS:


*
Monitors paratransit, 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 Deputy Director of Mobility Services 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
with 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 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 motility programs and addresses
nonco...