PARATRANSIT CUSTOMER SERVICE AND SYSTEMS MANAGER

PARATRANSIT CUSTOMER SERVICE AND SYSTEMS MANAGER Title Description: SURFACE TRANSPORTATION Date Posted: 3/6/2026 Deadline: 3/27/2026 Job Number: 053-26-N Branch: Union Status: $71,572 - $107,357 WORK OBJECTIVE: This is professional, administrative and management work overseeing day-to-day operations of the Paratransit and Mobility Services Department. The position manages Americans with Disabilities Act (ADA) paratransit eligibility and functional assessments, travel orientation and mobility programs, customer service functions, and the systems that support scheduling, eligibility, and customer communications. The position ensures that policies, procedures, and daily practices align with regulatory requirements and departmental goals. Work is performed with considerable independence under the general supervision of the Manager, Paratransit and Mobility Services Operations. ESSENTIAL FUNCTIONS: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position. u2022 Manages the ADA paratransit eligibility and recertification processes, including functional assessments and documentation standards. u2022 Assists in the review and evaluation of ADA paratransit applications to determine eligibility. u2022 Develops, implements, and evaluates travel training and mobility management programs, including individual travel orientation instruction, group training, and community outreach, to promote customer independence and appropriate use of fixed route and alternative mobility services. u2022 Supports the development and implementation of future mobility service models as complements to traditional paratransit services. u2022 Manages customer communication systems to ensure efficient and reliable service delivery. u2022 Serves as the vendor relations liaison, (i.e. Paratransit Scheduling and Dispatch Software) ensuring appropriate training is provided and all technology is fully and effectively utilized. u2022 Administrative oversight of scheduling/dispatch software to improve operational efficiency and customer experience. u2022 Monitors customer service operations, to include addressing customer concerns, complaint resolution, service inquiries, and quality assurance activities. u2022 Oversees customer service staff and ensures consistency, fairness, and regulatory compliance. u2022 Ensures investigation and documentation of service issues, implements corrective actions as necessary. u2022 Participates in special projects, attends and prepares for various outreach events, including but not limited to the AAC. u2022 Drafts, reviews, and revises policies and procedures related to eligibility, missed trips, subscription service, travel training, and customer service. u2022 Develops and delivers structured training and educational materials on ADA requirements and mobility programs to staff, partner agencies, and the public. u2022 Conducts data analysis related to department operations: eligibility trends, trip volumes, call center statistics, service performance, and program outcomes. u2022 Prepares reports, dashboards, and documentation for management review and regulatory compliance. u2022 Establishes and maintains partnerships with human service agencies and community organizations to support mobility programs and explore additional service options. u2022 Performs other duties as required. KNOWLEDGE, SKILLS and ABILITIES: Knowledge of federal, state, and local laws, rules, regulations, and guidelines governing the Americans with Disabilities Act (ADA) and paratransit services. Knowledge of functional assessment methodologies, travel training principles, and mobility management practices. Knowledge of scheduling and dispatch systems, customer communication technologies, and data reporting tools. Ability to analyze complex operational and regulatory issues and recommend sound solutions. Ability to develop, interpret, and implement policies and procedures. Ability to communicate effectively both verbally and in writing with staff, customers, community partners, and management. Ability to prepare clear and concise reports and training materials. Ability to supervise staff, establish work priorities, and maintain effective working relationships with employees, vendors, public agencies, and the general public. Ability to exercise sound judgment and make independent decisions consistent with Authority policies and regulatory requirements. PHYSICAL REQUIREMENTS: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). ENVIRONMENTAL REQUIREMENTS: Work is performed in usual office conditions with rare exposure to disagreeable environmental factors. MINIMUM QUALIFICATIONS: A Bacheloru2019s Degree in Human Services or related field and four years of progressively responsible relevant experience, or an equivalent combination of education, training and experience. NOTE: TO APPLY Send NFTA employment application, resume and cover letter specifying the job number 053-26-N to: NFTA Human Resources 181 Ellicott Street Buffalo, NY 14203 OTHER: The Niagara Frontier Transportation Authority is an Equal Opportunity Employer All people with disabilities are encouraged to apply

Created: 2026-04-04