Mobility Services Coordinator

BASIC PURPOSE:

The Mobility Services Coordinator is responsible for overseeing and monitoring the

operational performance of PSTA's paratransit, Transit Disadvantaged (TD), and other

mobility programs and contractors. This professional role supports a multi-disciplinary

team in areas including contract and ADA compliance, safety, customer service, call center

and field operations, data analysis, and billing functions. The coordinator ensures timely

and accurate service delivery to both contractors and customers, including processing

billing, fulfilling on-demand trips, and responding to inquiries. Additionally, the role

facilitates PSTA's responsibilities as the region's Community Transportation Coordinator

(CTC), coordinating efforts across multiple transportation operators and agencies to

support efficient, compliant, and customer-focused mobility services.

ESSENTIAL FUNCTIONS:

• Monitors paratransit, TD and other mobility services to document safety, reliability,

ridership, contractual expenditures, and delivery of customer service. Monitors driver and

other operations staff adherence to contractual performance standards in the field.

• Provides reports of these observations for documentation of service not provided in

accordance with contract provisions to the Deputy Director of Mobility Services and as

instructed by management, contractor(s).

• Monitors contractor's Operations Control Center (OCC) performance to include, but not

limited to, daily real-time proactive monitoring to prevent lateness, analysis of OCC

contractor performance through metrics, cost containment measures and review of

reports pertaining to OCC functions.

• Monitors and reports on financial control measures related to operational performance,

including review of contractor invoices and supporting documentation and compliance

with revenue collection operations. Analyzes, develops, and reports on financial trends,

such as with contractual vs. actual costs and financial incentives/disincentives associated

with contractor performance. Coordinates internal review of monthly contractor

performance and ensures the integrity of operational reports.

• Analyzes ridership trends and trip related data. Monitors and reports on ridership and other

metrics for all mobility programs.

• Processes, analyzes, summarizes, and distributes performance reports including, but not

limited to, telephone and complaint statistics. Monitors phone call recordings. Performs

random record checks on the contractor to ensure compliance.

• Monitors the quality of customer service and courtesy provided by vehicle operators and

contractor personnel from both on-street and on-board observation and provides

feedback to management. Monitors usage of motility programs and addresses

noncompliance with program parameters.

• Monitors proper maintenance of vehicle fleet. Observes and provides reports on vehicle

condition, including cleanliness, signage and decals, and heating and cooling systems

both from street and onboard observation (where possible). Performs site visits for TD

program contractors and ride checks as needed.

• Periodically inspects driver records for completeness, to include compliance with E-Verify,

active driver''''s license, motor vehicle record (with no more violations than permitted by

contract), and criminal history records (to ensure compliance with contractual criteria).

• Processes and documents incoming complaint letters, emails, and/or phone calls into

Authority's software. Investigates and documents customer complaints and follows up

with customers. Analyses and reports on trends associated with complaints. Contacts

customers via phone, written correspondence, and email to identify and resolve

complaints. Investigates incidents or activities that impact service-related complaints and

alleged violations of noncompliance, ensuring timely and appropriate resolution.

• Reviews data produced by contract personnel for accuracy and completeness,

and compares operational data with customer service feedback and monitoring

observations. Recommends operational changes to improve performance and enhance

the customer experience. Performs technical analyses of operations to identify and avert

potential problems. Prepares various reports and status briefings related to program

operations, external committees, and board presentations.

• Assists other Mobility staff with tasks as directed by the Operations Manager: Data and

Service Delivery.

• Conducts quality assurance surveys with customers.

• Schedules, conducts, and records outcomes for annual audits and periodic site visits with

PSTA mobility and TD contractors.

• Issues bus passes for paratransit customers

• Participates in trainings and meetings as necessary.

• Reports to work as an "essential employee" in emergency situations or disasters, acts of

nature or major incidents.

• Develops and maintains instructional documents, templates, and standard operating

procedures. Recommend process improvements to increase efficiency and accuracy.

• Performs other functions as assigned.

SUPERVISORY RESPONSIBILITIES

Position does not have supervisory responsibilities.

QUALIFICATIONS

EDUCATION: High School Diploma or G.E.D. required; Associate''''s degree or higher

preferred.

EXPERIENCE: One (1) year experience creating complex reports using Excel. Intermediate

Excel skills required. ADA Paratransit or similar transportation experience preferred.

Equivalent combinations of education, experience, and training may be considered.

PERFORMANCE STANDARDS

Quality of Work: Produces accurate, thorough, and high-quality work, following applicable

instructions.

Customer Focus: Provides excellent customer service to internal and external customers.

Communication: Communicates clearly and effectively with colleagues and stakeholders.

Teamwork / Interpersonal Relationships: Works and collaborates with others respectfully

and productively; contributes to a positive environment.

Productivity/Time Management: Effectively manages time and resources to meet

deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve

issues without guidance.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge: Service delivery and integrity, performance measurement, contractor

management, analysis and reporting procedures required. Basic understanding of the

public transportation needs of persons with disabilities, seniors, and/or low-income

individuals required; and/or an understanding of how PSTA's (or another transit agency's)

fixed route system, Transportation Disadvantaged (TD) services, and ADA Complementary

Paratransit service, are strongly preferred.

Skills: Service management, data analysis, verbal and written communications, Microsoft

Office suite, with strong Excel, Access, or transportation management software required.

Process analysis to improve service efficiency and effectiveness.

Abilities: Organize and delegate; exercise sound independent judgment; multi-task and

prioritize; speak and write clearly and effectively; provide constructive feedback; train

others with diverse learning styles; establish and maintain effective working relationships;

follow rules and procedures; perform highly detail-oriented tasks with little to no errors.

PSTA offers great training and career development opportunities. Learn more here: PSTA Professional Development

PSTA is an Equal Employment Opportunity Employer. We are committed to equal employment opportunity to all qualified persons, without regard to race, color, religion, creed, ancestry, national origin, age, gender, gender identity or expression, marital status, disability, or other protected status, as established by Federal or State laws.

PSTA complies with the Americans with Disabilities Act (ADA), to provide reasonable accommodations for persons with disabilities. If you have a disability that requires accommodation during the application or interview process, please call Human Resources at 727-540-1854.

PSTA is a Drug Free/Smoke Free Workplace. PSTA is an Equal Opportunity Employer - M/F/D/V

Veterans' Preference - Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by PSTA, and are encouraged to apply for the positions being filled.