Job Title: Operations Service Monitor

ACCESS SERVICES

Job Description

Job Title: Operations Service Monitor

Department: Operations

Reports To: Project Administrator

FLSA Status: Hourly, Non-Exempt

Prepared By: Human Resources

Prepared Date: October 2017

Approved By: Deputy Executive Director, Operations

Approved Date: October 2017

SUMMARY

The Operations Service Monitor reports to the Project Administrator. This position is responsible for monitoring service quality, performance, and training of assigned service providers in the areas of call center, dispatch and driver operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include any of the following. Other duties may be assigned.

·  Ensure providers meet performance standards and comply with contracts, policies and procedures.

·  Monitors the reservation process and completes observation reports to ensure customers are served in a courteous and efficient manner.

·  Meets with provider management and staff to review and discuss performance results, operation issues, and projects.

·  Performs driver observations to ensure quality service delivery.

·  Provides training guidance to drivers, behind-the-wheel trainers, road supervisors, and driver trainers on proper passenger boarding, mobility device alighting, and securement techniques.

·  Investigates and reports unsafe operating practices or vehicle condition.

·  Investigates and responds to rider complaints

·  Participates in community outreach activities.

·  Participate in emergency/disaster preparedness drills and assist in actual emergency/disaster response activities

·  Document all monitoring and auditing activities in reports, memorandums, presentations, emails, etc. as directed

·  Audit contractor employee training files for contractual compliance.

·  Perform other duties as directed by the Project Administrator

SUPERVISORY RESPONSIBILITIES:

None.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

·  Good understanding of paratransit operation, specifically in the area of call center, dispatch and driver operations;

·  Ability to work in the field with minimal supervision;

·  Be detail-oriented, a problem solver with proven success in a high-energy environment while juggling multiple tasks with critical deadlines;

·  Have good business writing skills;

·  Have good business verbal communications skills;

·  Have good leadership and team facilitation skills;

·  Have a strong appreciation for customer service and service quality improvement;

·  Be results-oriented and self-motivated;

·  Have excellent prioritizing skills and the proven ability to render quick and sound decisions;

·  Have experience with the elderly and persons with disabilities and the sensitivity toward and ability to work with both the disabled and elderly individuals required, including involvement with citizen or rider advisory groups;

·  Knowledge of State and Federal laws governing the transportation of riders with disabilities.

·  Must be familiar with geography of greater Los Angeles County.

·  Ability to “troubleshoot” operational situations and make constructive suggestions to improve performance.

·  Valid Class C driver’s license with clean DMV record

·  Willing to work assigned shift, may include weekends and nights.

·  Strong team player desired.

EDUCATION, CERTIFICATES, LICENSES/REGISTRATIONS

·  Undergraduate degree from college/university a plus; high school diploma or equivalent required

·  Computer literate in MS Word, Excel and familiarity with paratransit routing and scheduling software preferred.

·  Transportation Safety Institute (TSI) Certification in Train-the-Trainer Driver Training is preferred

·  Completion of (or ability to complete within the first six months in the position) of National Incident Management System (NIMS) ICS Certifications in the following courses: 100, 200, and 700.

·  Three years of paratransit operation experience desired

LANGUAGE SKILLS

·  Ability to effectively communicate in English, both written and verbally.

·  Ability to write reports, business correspondence and procedure manuals.

·  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

·  Ability to assimilate general information received from various sources into a summarized, written format in order to provide feedback to managers, riders, caregivers, advisory bodies, as well as the public.

REASONING ABILITY

·  Ability to define problems, collect data, establish facts, and draw valid conclusions.

·  Ability to interpret an extensive variety of technical instructions.

PHYSICAL DEMANDS: 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 qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

The employee is also required to drive company provided vehicle for business purposes.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

The noise level in the field environment varies considerably. In the course of employment, employee may visit service provider or other contractor’s premises, which may include exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified.