Responsible for conducting in-person assessments of customers seeking public transportation travel options and then providing instructions on how to travel safely on METRO bus and rail systems. Serves as a back-up to the Paratransit Appeals Coordinator. Obtains additional information from METROLift applicants or a reviewer to assist the METROLift Appeals Officer with their decision regarding eligibility for paratransit services and other METROLift policies and procedures. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
Responsibilities and Specific Duties
- Establishes collaborative relationships with other mobility/transit professionals, agencies, and organizations to expand mobility solutions for customers.
- Schedules and provides travel training to METROLift customers, METROLift applicants who are denied paratransit eligibility, and to any other prospective local bus and rail customers.
- Plans and evaluates routes for individuals receiving travel training.
- Provides one-on-one field training to customers utilizing local bus and rail system.
- Observes customer’s ability to utilize METRO bus and rail system, provides guidance and evaluates bus and rail routes.
- Provides travel training in a group setting.
- Completes reports and paperwork including but not limited to; initial intake, goalsetting and plan progression evaluation, final assessments, and follow-up reports.
- Conducts community outreach workshops and presentations to community agencies, schools, churches, senior centers, retirement homes, transportation fairs, and professional organizations.
- Assists the Paratransit Appeals Coordinator with reviewing and documenting customer appeals for METROLift Certification, No Show/Late Cancellation Policy, and Code of Conduct policies.
- Assists with coordinating and scheduling for METROLift service with the MetroLift Appeals Hearing Officer.
- Participates in quarterly METRO Accessible Task Force meetings and bi-monthly METROLift Advisory Committee meetings.
- Assists METROLift patrons with Appeals and METROLift call centers, including reservations and dispatch, utilizing PASS and/or Trapeze, as needed.
- Provides excellent customer service to METRO internal and external customers.
- Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
- Performs other job-related duties as assigned.
High school or GED required.
Years & Experience Required
Minimum five (5) years’ experience in a customer service environment and experience working with elderly people and people with disabilities. Transit experience preferred.
Knowledge & Skills Required
Must have knowledge and understanding of ADA regulations for public transportation. Bilingual in Spanish is strongly preferred. Must be proficient with Microsoft Office products (Word, Excel, Outlook, etc.) Trapeze Paratransit PASS program proficiency preferred. Must possess and maintain a valid Texas driver’s license and must meet METRO’s requirements regarding motor vehicle records.
The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.
Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.
We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.