Division: Call Center

Salary/Wage: $17.00 per hour

FLSA Status: Non-exempt; Part-Time (varies, approximately 20-28 hours per week) and Full-Time

Responsibilities: Responsible for initial contact with the public via telephone. Responsible for evaluating service requests against contractual guidelines and scheduling, modifying or canceling trips for customers and coordinating service delivery.

Benefits Offered Include:

Medical, dental, vision and life insurance; vacation, sick and holiday pay; flexible spending account for health and child care expenses; Employee Assistance Program; additional voluntary life, accidental death & dismemberment, and long term disability insurance; 403(b) Plan participation.

Duties:

• Receives phone or TDD requests for transportation services, evaluates the requests and accurately schedules transportation.

• Verify and update passenger address, location and past record of service on computer terminal. Assures that all passenger information is accurate to eliminate uncertainties among funders

• Assures that all trip information is accurate to ensure timely, safe and productive passenger service.

• Documents the trip requests on the computer system.

• May map new addresses using mapping software to determine mileage and directions. Sets up codes for frequent destinations.

• Receives and documents passenger complaints and suggestions, forwarding this information to the appropriate department or individual.

• May perform billing tasks such as data entry of driver paperwork, preparing ridership reports, and reconciling Medicaid and/or transit passes for usage and distribution.

• Performs other related tasks as requested.

Physical Demands: Position performs duties sitting at a desk working at a computer and answering phones for the majority of the shift. Must be able to hear well enough, with or without correction, to receive detailed information through oral communication. Must be able to talk and sit for long periods of time. Moderate lifting, bending, twisting and crouching may be required to perform various office and administrative tasks as assigned, to include ability to lift and move objects weighing up to 25 lbs.

Knowledge and Abilities: Knowledge of customer service concepts and ability to rapidly acquire a working knowledge of specific contract requirements/guidelines and Paratransit Services. Ability to: communicate effectively and understandably, both orally and in writing; work at a fast pace; pay attention to detail while making minimal errors; be sensitive to a diverse group of individuals, including the elderly and persons with disabilities; demonstrated ability to consistently provide excellent phone skills and interpersonal skills; Must have good problem solving skills.

Minimum Qualifications: High School Diploma/GED; 1 yr. of demonstrated effective customer service experience; excellent interpersonal and multi-line telephone skills; ability to communicate effectively in the English language, both orally and in writing; must consistently comply with all requirements and guidelines; must demonstrate tact, courtesy and good judgment when communicating with others; excellent organizational skills; detail oriented; type 45 wpm and possess good ten-key skills; must be computer literate and able to learn and effectively apply new computer software skills; must be able to work weekday shifts that include the hours of 7:00 a.m. to 5:00 p.m.; must maintain excellent attendance. Call center experience preferred.

Paratransit Services is an Equal Employment Opportunity (“EEO”)

FLSA Status: Non-exempt; Part Time (varies, approximately 20-28 hours per week)

Salary/Wage: $20.00 per hour.

Benefits Offered Include:

Medical, dental, vision and life insurance; vacation, sick and holiday pay; flexible spending account for health and child care expenses; Employee Assistance Program; additional voluntary life, accidental death & dismemberment, and long term disability insurance; 403(b) Plan participation.

Responsibilities: Operate small and large transit vehicles to ensure safe and timely transportation of passengers in a professional and courteous manner.

Duties:

• Operates company vehicles to transport passengers on fixed route, demand/response or door-to-door service.

• Assists dispatcher with routes and narratives.

• Assists elderly passengers and persons with disabilities as required by the Americans with Disabilities Act, including the loading/unloading and securement of wheelchairs within established safety procedures. Physically evacuates passengers in any emergency situations.

• Promotes positive passenger relations; greets passengers in a tactful, courteous manner.

• Maintains appropriate uniform and presents a professional, neat and clean appearance.

• Communicates access and/or loading problems to supervisors.

• Inspects assigned vehicle before and after operations; makes notes of any defects discovered. Completes vehicle condition reports.

• Completes passenger and vehicle usage records.

• Keeps vehicle interior clean.

• Prepares and submits Incident/Accident reports.

• Responsible for keeping updated on all company policies and procedures, and all training requirements.

• Perform other duties as required.

Physical Demands:

• Flexible hours of work may be required, which can include evenings and/or weekends. Requires ability to push, pull and lift up to 50 lbs. Must possess the physical ability to perform all driving functions without assistance. Moderate lifting, bending, twisting, stretching, kneeling, and crouching may be required to assist passengers in boarding and exiting the vehicle, including carrying items and lifting and securing wheelchairs weighing up to 50 lbs.

• Must be able to load/unload and push/pull occupied wheelchairs without assistance. While driving, may experience challenges related to adverse weather conditions or vehicular traffic. Must be able to grasp, squeeze, kneel, reach, and stretch to do pre/post check of vehicles, adjust mirrors, secure wheelchairs, and operate the vehicle, radio and equipment. Must be able to lift and install tire chains on all vehicles as needed. Task to include kneeling, lifting the chains (up to 50 pounds), and positioning from a kneeling position with arms extended bearing the weight of the chains. Must be able to operate small to large vans and buses safely, and perform all of the above, without assistance.

Desired Qualifications:

• Knowledge of: basic customer relations techniques; the service area; the safe operations of vehicles and the applicable State Motor Vehicle Laws.

• Ability to: work with elderly and persons with disabilities, and deal tactfully and effectively with individuals of varying backgrounds in stressful situations; to promote good passenger relations; to prepare accurate records and reports; to communicate effectively, both orally and in writing; to read and apply written rules, regulations, policies and procedures; to pass required drug and alcohol testing.

Minimum Qualifications:

Must be at least twenty-one years of age, have had a valid drivers license for at least five years and have the ability to obtain a CDL license as necessary for contractual requirements. Must be able to successfully pass a criminal background check, a motor vehicle records check, pre-employment drug screening and functional capacities assessment. Must have ability to obtain Defensive Driving certification.

Paratransit Services is an Equal Employment Opportunity (“EEO”)

Division: Operations

FLSA Status: Non-Exempt

Salary/Wage: $17.50 per hour.

Benefits Offered Include:

Medical, dental, vision and life insurance; vacation, sick and holiday pay; flexible spending account for health and child care expenses; Employee Assistance Program; additional voluntary life, accidental death & dismemberment, and long term disability insurance; 403(b) Plan participation.

Responsibilities: Operate small and large transit vehicles to ensure safe and timely transportation of passengers in a professional and courteous manner.

Physical Demands

• Flexible hours of work may be required, which can include evenings and/or weekends. Requires ability to push, pull and lift up to 50 lbs. Must possess the physical ability to perform all driving functions without assistance. Moderate lifting, bending, twisting, stretching, kneeling, and crouching may be required to assist passengers in boarding and exiting the vehicle, including carrying items and lifting and securing wheelchairs weighing up to 50 lbs.

• Must be able to load/unload and push/pull occupied wheelchairs without assistance. While driving, may experience challenges related to adverse weather conditions or vehicular traffic. Must be able to grasp, squeeze, kneel, reach, and stretch to do pre/post check of vehicles, adjust mirrors, secure wheelchairs, and operate the vehicle, radio and equipment. Must be able to lift and install tire chains on all vehicles as needed. Task to include kneeling, lifting the chains (up to 50 pounds), and positioning from a kneeling position with arms extended bearing the weight of the chains. Must be able to operate small to large vans and buses safely, and perform all of the above, without assistance.

Desired Qualifications:

• Knowledge of basic customer relations techniques; the service area; the safe operations of vehicles and the applicable State Motor Vehicle Laws.

• Ability to work with elderly and persons with disabilities, and deal tactfully and effectively with individuals of varying backgrounds in stressful situations; to promote good passenger relations; to prepare accurate records and reports; to communicate effectively, both orally and in writing; to read and apply written rules, regulations, policies and procedures; to pass required drug and alcohol testing.

• Must be at least twenty-one years of age, have had a valid drivers license for at least five years and have the ability to obtain a CDL license as necessary for contractual requirements. Must be able to successfully pass a criminal background check, a motor vehicle records check, pre-employment drug screening and functional capacities assessment. Must have ability to obtain CPR/First Aid and Defensive Driving certification.