Support Specialist II, Eligibility

Job DescriptionWHO WE'RE LOOKING FOR Do you enjoy detail-driven work that directly supports accessibility, customer service, and ADA compliance? The Support Specialist II, Eligibility reports directly to the Supervisor, Paratransit Eligibility and Customer Service. This position is responsible for the administration, documentation, tracking, and analyzing the application process for paratransit eligibility in accordance with the Americans with Disabilities Act (ADA). Assist in conducting a customer friendly and efficient transit orientation and in person paratransit eligibility assessments. ResponsibilitiesWHAT YOU'LL BE DOING Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. Responsible for administration of the eligibility process from receipt of application requests to final eligibility determination in an accessible format for applicants including creating and maintaining applicant records, eligibility assessment records, assessment referral information and travel training assessment records. Disseminate documents, electronic data and reports as needed to administer and support the ADA appeals process including updating associated databases and reports while ensuring compliance with all eligibility time constraints imposed by ADA regulations. Work cooperatively with third party administrator in providing functional eligibility assessments including but not limited to physical, cognitive, visual, seizure, and psychiatric evaluations. Maintain and update eligibility documents and manuals required for daily operations. Receive and respond to inquiries regarding paratransit eligibility and services. Conduct "in person" eligibility assessments on a case-by-case basis, including re-certifications to determine ADA paratransit eligibility or determine need for additional assessment with third party administrator. Screen and categorize all ADA paratransit applications and re-certifications based on a review of information provided by customers and healthcare professionals. Follow up with third party administrator to obtain additional documentation or clarification of existing information provided or for clarifications of functional capacity evaluations. Identify and refer ADA paratransit applicants and customers for travel training assessment and authorize recommended services. Receive and process temporary requests for service for visitors with disabilities per ADA regulations. Conduct research, service change adjustments, mail outs, and other projects as assigned. Work closely with staff, consultants, applicants, and vendors to maintain positive and friendly working relationships. Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. Perform other position related duties as required and/or assigned. QualificationsWHAT YOU BRING Bachelor's degree in Human Services, Social Services, or related field. Related experience may be substituted on a year for year basis not to exceed four (4) years. Three (3) years' experience in the area of rehabilitative or social services, including experience with highly confidential information, organizing complex files, and maintaining records. Experience in Occupational Therapy or Orientation, Mobility Training and paratransit is preferred. Experience working with diverse cultures, socio-economic populations, and persons with disabilities. Knowledge, Skills, and Abilities: Working knowledge of ADA Paratransit Regulations, and medical/disability terminology. Skill with computers and computer databases. Ability to organize data, access application data and apply program per program rules. Excellent oral, written, and interpersonal communication skills. Skill in researching and collecting information Ability to work a varied schedule to include evenings, weekends Work Environment and Physical Demands: Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described. Mobility Status: As an Onsite position, the incumbent's primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions. About Us CapMetro is Austin's regional public transportation provider. We've been around since 1985 and work every day to give residents, commuters, and visitors the best possible transit options available to match their busy everyday lives. We're always on the move, connecting people with jobs, schools, restaurants, shops, festivals, and other great places to hang out. In fact, we have more than 31 million boardings each year. About the Team At CapMetro, we work to empower, enhance, and serve the region and its communities through the responsible delivery of safe, reliable, high-quality transportation. We are driven by a culture of Safety, Equity, Transparency, Sustainability, and Innovation. These values guide us in our daily activities, and decision-making and position us to be a great community partner and to better serve our riders who trust us to get them where they're going! WHAT'S IN IT FOR YOU Work with a diverse, collaborative, and energetic workforce whose focus is to bring innovation into the industry and how we serve our customers and team members. Utilize our free and reduced-fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home. If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Childcare and Learning Center. ...and much more! COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.

Created: 2026-03-04