Metropolitan Transportation Authority
Director Outreach Paratransit
Metropolitan Transportation Authority, New York, New York, us, 10261
Description
Job Information
Title – Director Outreach ParatransitFirst date of posting: 7/5/2024Last date of posting: 8/17/2024Authority: TA / OALocation: 3300 Northern Blvd, LICDepartment/Unit: Paratransit OutreachReports To: Customer Relations OfficerHours of Work: As RequiredCandidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
https://www1.nyc.gov/site/dcas/employment/55-a-program.page .This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
ResponsibilitiesThis position is responsible for the federally mandated enterprise-wide outreach and customer engagement activities for Paratransit. Participates in events sponsored by NYC elected officials and organizations assisting and advocating on behalf of those with disabilities throughout the five boroughs of NYC. Attends ~150+ events per year. Documents and resolves customer issues regarding Access-A-Ride (AAR) service. Lifecycle management and development of new approaches and materials to communicate effectively and efficiently with customers. Works with NYCT Government and Community Relations concerning Paratransit issues raised by public officials and NYC Community Boards. Updates MTA website, social media, and publications/newsletter about AAR policies and procedures. Manages activities associated with the Paratransit Advisory Committee (PAC) to address any issues raised by members. Represents paratransit at the Transportation Disabled Committee, NYCT ACTA, and legislative appointed committees. Maintains NYCT's ADA compliance for the Travel Training program. Manages the Travel Training contract to ensure compliance with its stated scope of work and makes modifications to the contract as needed. Administers programs to safely educate eligible Access-A-Ride customers on the use of accessible fixed route and/or rail services. Conduct customer and driver sensitivity training requested. Responsible for the Paratransit NYS Customer Satisfactory Survey. Selects topics and questions to be addressed in the survey and focus group meetings. Directs NYCT staff who personally present program information to the public on outreach events. Oversees the training and functions of the Cassie software program. Provides Training and Education to customers on the use of OMNY for payment of fare on Paratransit services. Provides onboarding and training for new Paratransit Customers, prepares and updates new customer onboarding video. Understands Voice of the Customer research and related feedback loops, pain points and prioritization, and contributes frontline feedback to those processes. Maintains a holistic understanding of the end-to-end experience of our customers across all lines of business and participates in activities that influence the strategies to enable those experiences. Manages day-to-day operations of a team of outreach specialists to ensure customer needs are met.
Compensation$100,700-$142,929 (Grade C 766 pts)
Education & ExperienceA Baccalaureate degree from an accredited college or university in Transportation Management, Public Relations, Journalism, or Business Administration, Public Administration and five (5) years of full-time related experience, at least three (3) years of which must have been in a managerial/supervisory/administrative capacity.
Desired Skills
Excellent Customer Service experienceKnowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisionsKnowledge of Microsoft ApplicationsExcellent verbal, written, and interpersonal communication skills.
Other InformationPursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment OpportunityMTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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Job Information
Title – Director Outreach ParatransitFirst date of posting: 7/5/2024Last date of posting: 8/17/2024Authority: TA / OALocation: 3300 Northern Blvd, LICDepartment/Unit: Paratransit OutreachReports To: Customer Relations OfficerHours of Work: As RequiredCandidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
https://www1.nyc.gov/site/dcas/employment/55-a-program.page .This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
ResponsibilitiesThis position is responsible for the federally mandated enterprise-wide outreach and customer engagement activities for Paratransit. Participates in events sponsored by NYC elected officials and organizations assisting and advocating on behalf of those with disabilities throughout the five boroughs of NYC. Attends ~150+ events per year. Documents and resolves customer issues regarding Access-A-Ride (AAR) service. Lifecycle management and development of new approaches and materials to communicate effectively and efficiently with customers. Works with NYCT Government and Community Relations concerning Paratransit issues raised by public officials and NYC Community Boards. Updates MTA website, social media, and publications/newsletter about AAR policies and procedures. Manages activities associated with the Paratransit Advisory Committee (PAC) to address any issues raised by members. Represents paratransit at the Transportation Disabled Committee, NYCT ACTA, and legislative appointed committees. Maintains NYCT's ADA compliance for the Travel Training program. Manages the Travel Training contract to ensure compliance with its stated scope of work and makes modifications to the contract as needed. Administers programs to safely educate eligible Access-A-Ride customers on the use of accessible fixed route and/or rail services. Conduct customer and driver sensitivity training requested. Responsible for the Paratransit NYS Customer Satisfactory Survey. Selects topics and questions to be addressed in the survey and focus group meetings. Directs NYCT staff who personally present program information to the public on outreach events. Oversees the training and functions of the Cassie software program. Provides Training and Education to customers on the use of OMNY for payment of fare on Paratransit services. Provides onboarding and training for new Paratransit Customers, prepares and updates new customer onboarding video. Understands Voice of the Customer research and related feedback loops, pain points and prioritization, and contributes frontline feedback to those processes. Maintains a holistic understanding of the end-to-end experience of our customers across all lines of business and participates in activities that influence the strategies to enable those experiences. Manages day-to-day operations of a team of outreach specialists to ensure customer needs are met.
Compensation$100,700-$142,929 (Grade C 766 pts)
Education & ExperienceA Baccalaureate degree from an accredited college or university in Transportation Management, Public Relations, Journalism, or Business Administration, Public Administration and five (5) years of full-time related experience, at least three (3) years of which must have been in a managerial/supervisory/administrative capacity.
Desired Skills
Excellent Customer Service experienceKnowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisionsKnowledge of Microsoft ApplicationsExcellent verbal, written, and interpersonal communication skills.
Other InformationPursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment OpportunityMTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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