Assistant Policy Administrator

Basic Function

Assists Policy Administrator with the implementation and administration of METROLift policies such as the METROLift No-Show/Late Cancellations Policy, Same-Day Change Policy, Fare Policy, and Scheduling Policy. Assist with monitoring and investigating trends in policy violations, documenting and notifying customers of policy violations and coordinating efforts to improve customer compliance with METROLift policies.  Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Assists Policy Administrator in reviewing and investigating customer trip history data to identify patrons with repeat No-Shows/Late Cancellations, Same-Day Changes, or patterns of service abuse or violation policy violations (i.e. overbooking trips, missing fare payments).  
• Review and correct the monthly No-Show/Late Cancellations report to validate data and supporting documentation used for warning and suspension notices. Coordinates mailings of warning and suspension letters to customers.
• Assists with ensuring policy violations are properly documented and the appropriate corrective action is initiated.
• Assists with identifying and correcting reservation or dispatch errors that may negatively impact successful administration of METROLift policies.
• Provides coaching to Dispatch and Reservations department staff to assist in the correcting of coding errors and improper violation counts.
• Serves as a point of contact for customer inquiries and complaints, assisting with the investigations, and tracking the resolution process.
• Assists in facilitating and communication of METROLift program policies, administration processes, and related changes for internal and external audiences.
• Assists with patron crisis calls, documents problems, initiates corrective actions and follow-ups in a timely manner.
• Adheres to Americans with Disabilities (ADA) requirements for paratransit policies and stays up to date with Federal Transit Administration (FTA) guidelines relating to ADA paratransit.
• Assists with community outreach meetings to educate customers on various policies and programs, providing accurate information on METROLift services, fares, detours, special events, service changes, improvements, and other current or new METRO initiatives.
• Assists with providing customer guidance on eligibility requirements and administering eligibility application intake and review.
• Assists with providing accurate trip scheduling for METROLift customers and potentials customers with eligibility appointments (using a dispatch scheduling software).
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned
• Pay Range: $46,800 - 59,000

Education Requirement

High school diploma, GED or equivalent.

Years & Experience Required

Minimum of five (5) years’ experience in a customer service environment or transportation programs.

Knowledge & Skills Required

In-depth knowledge of paratransit service and call centers.  Basic knowledge of the Americans with Disabilities Act.  Strong analytical skills with ability to independently organize and interpret data.  Strong interpersonal skills and ability to multi-task.   Proficient computer skills in related software: Trapeze PASS, MS Office (Excel, Word, Power Point) and data exporting.  Must be able to maintain composure with irate customers and exercise professionalism, genuine care and concern. Excellent communication skills (verbal and written). Bilingual (Spanish) skills is a plus.

Additional Information

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.