ADA Paratransit and Demand Response Program Supervisor

Salary: $70,904.00 - $106,356.00 Annually
Location : Mobility Center 4600 E Washington St Suite 101 Phoenix AZ 85034, AZ
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: E07003-8
Division: Transportation
Department: Accessible Transit Services
Opening Date: 03/21/2025
Closing Date: 4/4/2025 5:00 PM Arizona

Summary
Valley Metro exists to Connect Communities and Enhance Lives. We do this by planning, building, operating, and maintaining a safe, regional, multi-modal transportation system to residents of metro Phoenix. From regional bus, streetcar, light rail and paratransit service to alternative commuter solutions, Valley Metro's mission since 2002 is to develop and operate a network of transit services that now covers 513 square miles!
The ADA Paratransit and Demand Response Program Supervisor will be responsible for day-to-day administration and oversight of all aspects of the agencies Demand Response Programs including ADA Paratransit, RideChoice (an alternative to ADA Paratransit), and Microtransit. The position will report directly to the Manager of Accessible Transit Services and work with program representatives. This position will have regular interaction with stakeholders across the Regional Public Transportation Network to include 19 Jurisdictions within the greater Phoenix Metropolitan area. Public outreach and presentations are critical aspects of the role, requiring the ability to effectively communicate with diverse stakeholders. This role demands flexibility, as it may require working evenings, weekends, and other non-standard hours to support events and community needs.

Valley Metro is an Equal Opportunity employer

#DemandResponse #RideChoice #ADA #AmericanswithDisabilities Act #Paratransit #Eligibility #PublicTransit #PublicTransportation #Transit

Minimum Qualifications & Requirements

• Bachelor's Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field
• Three (3) years of professional transit experience directly related to the area of assignment including Demand Response, Ride Choice, and ADA Eligibility
• Demonstrated experience with public outreach, public speaking, and public presentations
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties such as those listed above

Human Resources reserves the right to call only the most qualified applicants to the selection process
Background Investigation:
Employment is contingent upon the results of a background check

Licenses and Certifications:
Valid Arizona Driver's License

Examples of Duties / Knowledge & Skills
The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

• Monitor contractor compliance with all terms and conditions of Paratransit operations and maintenance service contracts, as well as the Administrative Broker contract which manages all reservations and scheduling of Valley Metro's demand response services
• Assists with the weekly and monthly field visits, road observations and surveys, including detailed observations of demand response contractor operations, administration, finances, personnel training, vehicle maintenance and insurance claims
• Assist Business Manager and Data Analyst perform monthly reconciliation of statements of operations and cost from contractors for authorization for payment for services
• Support the customer service complaint process including investigating, drafting, and reviewing responses; monitoring process compliance; and reporting and analyzing trends
• Utilize paratransit-specific software and the entire Microsoft office suite to assist with investigations and customer inquiries by e-mail, telephone, or in-person
• Develop periodic reports on contractor operating performance and service levels including ridership, on-time performance, missed trips, no-shows, cost control and budget conformance
• Assist in the preparation of the Advisory Board meeting materials
• Participate in public meetings to address consumer issues and assist in maintaining coordination with demand response customers and the advisory committee
• Research, make recommendations, and implement changes to internal and external processes and overall demand response service as a result of consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic or operational factors, while still maintaining compliance with state and federal regulations
• Operate a company or personal vehicle to visit contractor work sites or conduct investigations
• Ensure compliance with policies, procedures, and safety standards
• Coordinate day-to-day operations for Demand Response Programs, ADA Paratransit Eligibility, Fixed Route, and Light Rail Travel Training
• Develop procedures for program operations and monitor contractor adherence to terms and requirements
• Forecast service levels and assess operational needs
• Prepare and deliver presentations to community groups, public officials, and stakeholders
• Develop and distribute outreach materials, including marketing collateral and educational content
• Represent Valley Metro in meetings and at special events to promote program awareness
• Ensure compliance with all relevant local, state, and federal laws, including ADA requirements
• Prepare and analyze data-driven reports to evaluate program effectiveness and recommend improvements
• Respond to and resolve customer concerns promptly
• Engage with Paratransit and RideChoice users to improve their experience
• Oversee contractor performance and monitor project timelines
• Assist with marketing strategies to enhance service visibility and customer retention
• Performs other duties of similar nature and level as assigned

Knowledge and Skills:
Knowledge of:
ADA requirements for public transit;
Operations of paratransit and other demand response programs;
Principles of program supervision, coordination, and public relations;

Applicable local, state, and federal laws and regulations;
Supervisory principles;
Advanced principles of assigned area of responsibility;
Analytical methods and techniques;
Report preparation methods;
Public outreach, public speaking, and public presentations
Project management principles and techniques;
Research methods.

Skill in:
Monitoring and evaluating staff;
Prioritizing and assigning work;
Compiling and analyzing data;
Using a computer and related software applications;
Conducting research;
Planning, implementing, and supervising program components;
Identifying emerging trends, needs, and services;
Assessing the consequences and outcomes of program initiatives;
Ensuring compliance with applicable internal and external program requirements;
Preparing reports, business correspondence, and collateral materials;
Coordinating and executing multiple tasks;
Developing, implementing, and applying policies and procedures;
Providing public relations;
Organizing information;
Communicating in order to interact with coworkers, supervisor, and the general public at a level sufficient to exchange or convey information and to receive work direction.

Physical Demands / Work Environment
Physical Demands:

Positions in this class typically require: reaching, standing, walking, driving, grasping, talking, hearing, and seeing.

Work Environment:

Flexible hours, including evenings and weekends, may be required to support special events and community needs. Office-based work with occasional travel to community events and program locations.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Health Care Benefits
Effective on the first of the month following date of hire, benefited employees will be eligible for health coverage.
Medical/Vision/Employee Assistance Program (EAP) Insurance
Dental Insurance
Life/AD&D Insurance
Short Term Disability Insurance
Retirement Plans
Arizona State Retirement System (ASRS)
457 Deferred Compensation Plan (Optional)
Holiday Pay
Paid Holidays
Optional/Additional Benefits
Voluntary Life Insurance
Flexible Spending Account
Tuition Assistance
Free Employee Bus/Light Rail Card
01

Can you confirm receipt of a Bachelor's Degree in Business Administration, Business Management, Public Administration, Transportation Planning, or a related field?

• Yes
• No

02

If no to the above, please describe the combination of education and experience you have that qualifies you for this role.
03

Describe your experience in overseeing Demand Response Programs including ADA Paratransit, RideChoice (an alternative to ADA Paratransit), and Microtransit.
04

Provide an example of a public engagement or training initiative you led for a transportation program governed by ADA or related laws.
05

Describe your experience coordinating and monitoring contractors and ensuring adherence to terms and conditions of contracts.
Required Question