Director of Paratransit Operations

Division: Operations

Closing Date: Until Filled

Location: 4305 East 21st Ave Tampa, FL 33605

Salary Range: $112,937 - $134,112

POSITION PURPOSE:

This is a senior management position that provides strategic leadership for the Paratransit Operations Department for the purpose of delivering HART's complementary paratransit service, HARTPlus, which is mandated by the Americans with Disabilities Act (ADA) and other related demand-response services offered to the same or similar constituencies. The incumbent maintains authority over policy, operational, and safety matters; administrative functions such as eligibility certification and adjudication of customer-facing policies; financial plans and budget adherence; performance management, quality assurance, and reporting of relevant data; use of technology for monitoring and delivery of the service; customer complaints and their timely evaluation and resolution; and personnel management. Has extensive latitude to exercise independent judgment

Establishes policies and procedures for Paratransit Operations support staff (Managers and Administrative Staff) for effective operations. Develops key initiatives to share with the COO and other members of executive management. Monitors performance of all non-fixed route services; develops and tracks Key Performance Indicators (KPIs) and metrics; and pursues continuous improvement of all aspects of Paratransit Operations, to include maintenance; safety; reporting; labor relations; and customer service. The incumbent must be knowledgeable in ADA paratransit regulations; experienced in working with the disability community; and skilled in active listening and effective stakeholder engagement.

ESSENTIAL JOB FUNCTIONS:

• Directs the management, administration, and coordination of HARTPlus and other demand-response services such as Customer Choice.
• Develops and manages the Paratransit Operations operational budget, capital budget and projects, and manages contracts that supply and/or support paratransit functions.
• Executes the goals and policies set by the COO and the Authority's Board of Directors.
• Advises and provides operational input to the COO and executive team on paratransit matters and coordinates with leadership from other modes for joint operations or emergency service; reports regularly on system performance; and may act on behalf of the Chief Operating Officer in the case of his/her absence.
• Interacts with executives, Board of Directors, and external audiences on matters related to accessibility, paratransit, and ADA compliance. Includes metropolitan planning organizations; federal and state agencies; local governments, commissions, and boards; disability organizations; advisory committees; members of the media; and customers.
• Ensures ongoing compliance with ADA regulations, including those that pertain to the qualification of potential paratransit customers through the eligibility certification process and any other HART-sponsored activities that require application processing and/or determination of transportation benefits for persons with disabilities.
• Ensures integrity of operating and other data reported for public consumption and for submission to government authorities, such as the Federal Transit Administration's National Transit Database (NTD). Such data includes key performance indicators (on-time performance to pickups and appointments; accident/injury frequency; miles between mechanical failures; complaints; fleet readiness; turnover and absenteeism reports, e.g.).
• Ensures timely response and resolution of customer concerns.
• Ensures operating compliance of the collective bargaining agreements on a daily basis and oversees the administration of the grievance process.
• Serves as disciplinary hearing officer for Union contract disputes.
• Monitors contracts and amendments to contracts with agencies and providers.
• Evaluates subordinate performance and training needs through the HART Performance Review process.
• Oversees the scheduling of all paratransit customers to ensure compliance with regulations, while striking an optimal balance of quality with efficiency.
• Collaborates with various departments to discuss operational and staffing needs, bid requirements, service planning, and scheduling development.
• Monitors compliance with Florida Department of Transportation (FDOT) and Federal Transit Administration (FTA) regulations, training requirements and standard operating procedures.
• Interacts with high-level officials within HART and external partners and elected officials.
• Ensures provision of excellent transportation and customer service for customers and stakeholders throughout Hillsborough County.
• Develops detailed work instructions for emergency operations (e.g., hurricane evacuations and operations).
• Coordinate with other transportation and paratransit partners within the Tampa Bay area to ensure seamless multimodal services, (i.e. Mega Bus, Red Coach, PSTA, TPD, HCSO, City of Tampa, and others).
• Sets thresholds for on-boarding and refresher training consistent with ADA regulations and HART policy.
• Ensures the Paratransit Operations staff have adequate tools and resources to provide a safe, efficient and friendly service to the public.
• Participates in public meetings and stakeholder engagement events to maintain excellent relationships and effective two-way communication.
• Fosters a positive working environment to reduce absenteeism and attrition.
• Other duties as assigned by the Chief Operating Officer and/or CEO.

MARGINAL FUNCTIONS:

• Performs other work-related duties as assigned.
• NOTE: This is a 24/7 essential position. The Director of Paratransit will be expected to be available during emergencies and special events that may occur outside traditional business hours.

REQUIREMENTS:

Education and Experience:

• Bachelor's degree in business administration, public administration, transportation management or related field. An equivalent combination of education, training, and experience that demonstrates the knowledge, skills, and ability to effectively perform the functions of this position may be considered.
• Ten (10) years senior leadership experience in public or private transit systems management with a focus on paratransit operations, preferably in a union environment.
• A minimum of five (5) years of progressive experience at a management level supervising multiple areas of staff.
• Extensive knowledge of the American with Disabilities Act (ADA) and CFR 49 Part 37 processes and requirements and FTA Circular C4710.1
• Experience with Trapeze scheduling software and CAD/AVL systems specifically for paratransit.

Machines, Tools and Equipment Used:

• Ability to operate small office equipment, including copy machines or multi-line telephone systems, as well as a computer for both data entry, word processing, and/or accounting purposes.

Licenses/Certifications:

• Valid Florida Driver's License or be able to obtain one within in 10 days of hire or moving to the State of Florida.
• Must obtain Florida Commercial Driver's License (CDL) Class (B) with "P" (Passenger) endorsement within the first six (6) months of employment.

QUALIFICATIONS:

Knowledge, Skills and Abilities:

• Knowledge of public administration and management principles, practices, and procedures
• Personnel management, labor relations and public sector labor negotiations
• Operations management within the transit field with a focus on paratransit operations
• Knowledge of the Americans with Disabilities Act (1990); the Rehabilitation Act of 1973; Florida Chapter 14-90 Equipment and Safety Standards; and other relevant federal and state laws, regulations, and policies related to the provision of paratransit service
• Knowledge of paratransit industry best practices and innovative solutions
• Standard office practices, procedures and equipment
• Leadership skills, emotional intelligence, and sound judgment
• Superior writing and oral communication skills
• Excellent presentation skills
• Planning skills
• Mathematical skills
• Service operations skills
• Media relations skills
• Computer skills, to include proficiency in Microsoft Office or similar software
• Time management and multi-tasking skills
• Engagement and collaboration skills
• Conflict resolution skills
• Analytical and investigative skills
• Ability to learn and administer rules, regulations, procedures and functions of the Authority Ability to negotiate and implement collective bargaining agreements
• Ability to access, comprehend and analyze technology data
• Ability to establish clear and concise direction
• Ability to apply decision-making skills to contract disputes or disciplinary matters
• Ability to analyze factual support and make recommendations
• Ability to assess conflict and prepare clear and concise responses
• Ability to determine own approach for completing work, given general guidelines
• Ability to oversee and manage work involving multiple units
• Ability to organize work around broad organizational goals and processes
• Ability to oversee work that involves the use of complex technical, scientific, or mathematical concepts to efficiency and effectiveness of the organization
• Ability to lead the workforce to align with the mission of the organization and help shape the culture

Physical Demands/Work Environmen