Access Paratransit Certification Coordinator
King County
Seattle, WA
Full-time
Administration / Clerical
Posted on September 21, 2024
Salary
$87,235.20 - $105,435.20 Annually
Location
Seattle, WA
Job Type
Career Service, Full Time, 40 hrs/week
Job Number
2024TB22654
Department
MTD - Metro Transit
Division
Mobility
Opening Date
09/20/2024
Closing Date
10/14/2024 11:59 PM Pacific
FLSA
Non-Exempt
Bargaining Unit
C4 : PROTEC17-P&T-MTD
Full- or Part-Time
Full Time
Learn how Metro connects you with what matters .
This position is open to all King County Employees and the General Public.
Metro Transit is looking to fill one vacant career service Access Paratransit Certification Coordinator position to assist with determining paratransit eligibility and providing exceptional customer service for our Access Paratransit van customers who apply for transportation services. Access Paratransit service provides shared-ride public transit van services to persons whose disabilities prevent them from using the accessible fixed-route transit system.
The ideal candidates for this position will have excellent customer service skills, experience working directly with and providing instruction and/or services for individuals with disabilities as a recent and primary component of their work experience, strong interpersonal communication skills, recent experience with special needs populations, and a familiarity and working knowledge of Title II of the Americans with Disabilities Act (ADA). Responsibilities in this position will include making paratransit eligibility determinations in compliance with ADA federal regulations and King County policies, providing amazing customer service by answering a public phone line, replying to email inquiries, and occasionally meeting with in-person customers. Also, this candidate would occasionally perform community outreach to explain paratransit and accessible public transit services.
Who may apply and position information:
We are accepting applications from all qualified applicants. This recruitment process will be used to fill one immediate career service vacancy. This recruitment will also be used to establish an eligibility pool to fill future career service vacancies that may occur within the next 12 months from the establishment of the pool (at the discretion of the hiring manager), in this job classification within the Access Paratransit workgroup.
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.
As the Access Paratransit Certification Coordinator, you will also:
Minimum Qualifications:
Necessary Special Requirements:
Ability to travel throughout King County and participate in outreach activities as needed, including schedule flexibility to attend some evening and weekend outreaches (approximately once per month).
Who May Apply
This position is open to all King County Employees and the General Public.
How to Apply
Complete an online application and answer the supplemental questionnaire.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving, etc.
Applications that are incomplete may be rejected as incomplete and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs.
Selection Process
Applications, including the supplemental questionnaire, will be screened for qualifications, communication skills, and attention to detail. The most competitive candidates will be invited to participate in a skills and/or writing test. The selection process will also include a panel interview(s). Reference checks will be conducted.
Work Schedule
This position is non-exempt from the provisions of the Fair Labor Standards Act and is eligible for overtime pay. The work schedule is Monday through Friday, 8:00 a.m. - 5:00 p.m., but work outside of the normal workday may be required for meetings, events, and public outreach.
Work Location:
The primary office for this position is King Street Center at 201 S Jackson St in downtown Seattle. Initial training for this role will require daily attendance at King Street Center. After training, successful applicants will work a hybrid schedule, typically Monday through Friday from 8:00 am to 5:00 pm, with 1-2 days per week in the office and the remainder working remotely.
Please note, the hybrid schedule may change in the future, and reporting to the office each day could become necessary depending on the outcome of ongoing telework assessments. Given the sensitive nature of customer privacy in this role, any remote work location must ensure a private environment where customer data and conversations are not accessible to non-Metro Access Paratransit employees.
Teleworking Requirement
The work associated with this position is currently being performed in a hybrid fashion including teleworking, complemented with onsite work and meetings as needed. Frequency of onsite work will vary based on business and operational needs. Employees must reside in Washington State and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.
For more information regarding this recruitment, please contact:
Tracy Bylund (She/Her), Talent Advisor at tbylund@kin gcounty.gov
Union Membership: This position is represented by PROTEC17: Professional and Technical Employees, Local 17
Class Code: 2230200 - Customer Services Coordinator
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North" , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position.Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
$87,235.20 - $105,435.20 Annually
Location
Seattle, WA
Job Type
Career Service, Full Time, 40 hrs/week
Job Number
2024TB22654
Department
MTD - Metro Transit
Division
Mobility
Opening Date
09/20/2024
Closing Date
10/14/2024 11:59 PM Pacific
FLSA
Non-Exempt
Bargaining Unit
C4 : PROTEC17-P&T-MTD
Full- or Part-Time
Full Time
Summary
Learn how Metro connects you with what matters .
This position is open to all King County Employees and the General Public.
Metro Transit is looking to fill one vacant career service Access Paratransit Certification Coordinator position to assist with determining paratransit eligibility and providing exceptional customer service for our Access Paratransit van customers who apply for transportation services. Access Paratransit service provides shared-ride public transit van services to persons whose disabilities prevent them from using the accessible fixed-route transit system.
The ideal candidates for this position will have excellent customer service skills, experience working directly with and providing instruction and/or services for individuals with disabilities as a recent and primary component of their work experience, strong interpersonal communication skills, recent experience with special needs populations, and a familiarity and working knowledge of Title II of the Americans with Disabilities Act (ADA). Responsibilities in this position will include making paratransit eligibility determinations in compliance with ADA federal regulations and King County policies, providing amazing customer service by answering a public phone line, replying to email inquiries, and occasionally meeting with in-person customers. Also, this candidate would occasionally perform community outreach to explain paratransit and accessible public transit services.
Who may apply and position information:
We are accepting applications from all qualified applicants. This recruitment process will be used to fill one immediate career service vacancy. This recruitment will also be used to establish an eligibility pool to fill future career service vacancies that may occur within the next 12 months from the establishment of the pool (at the discretion of the hiring manager), in this job classification within the Access Paratransit workgroup.
Job Duties
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.
As the Access Paratransit Certification Coordinator, you will also:
- Evaluate applications and documents for persons with disabilities who apply for Metro's Americans with Disabilities Act (ADA) paratransit van services - Access Transportation; make eligibility determinations in compliance with ADA Federal Transit Administration (FTA) regulations and King County policies.
- Provide exceptional customer service by promptly responding to customers seeking program information by phone, email, or in person.
- Investigate and respond to customer complaints and inquiries and provide prompt responses.
- Utilize good judgment and discretion in the application of established guidelines, policies, and procedures.
- Provide clear and concise program-specific information to program participants who may have various types of disabilities.
- Provide office support and coordination that is specialized in nature, including documenting data from completed Access Paratransit evaluations, tracking and entering information into internal documentation software systems, registering visitors and regional riders, and assisting with maintaining an inventory of program materials, among other daily assigned tasks.
- Provide information and registration services for Metro's Taxi Scrip and Adult Day Health Transportation programs.
- Coordinate daily with coworkers to ensure all customers are served quickly and efficiently.
- Coordinate and conduct public outreach activities regarding Metro programs that may include evening and weekend work.
- Attend and represent program at paratransit appeal hearings.
- Participate on internal teams and identify appropriate changes needed for continuous process improvement.
- Perform individual special projects related to paratransit certification and provision of paratransit services.
- Perform other duties as assigned.
Experience, Qualifications, Knowledge, Skills
Minimum Qualifications:
- Two or more years of recent experience (within the last five years) working interactively and directly with and providing instruction or services for individuals with disabilities as a primary function of the job.
- Technical computer skills and strong working, productive knowledge of MS Outlook, MS Teams, Word, and Excel (testing will be administered for potential candidates).
- Strong communication and interpersonal skills, including exceptional customer service skills and experience (discretion, patience, etiquette, professionalism).
- Demonstrated experience working and successfully communicating with special needs populations over the phone and in-person.
- Experience performing accurate and timely data entry tasks.
- Experience maintaining and tracking customer data and accurately maintaining data sources.
- Experience providing a high level of attention to detail and quality control while still providing efficient delivery of services.
- Experience utilizing good judgment regarding complex and politically sensitive matters; must be sensitive to the needs of others and have experience demonstrating interpersonal traits such as kindness and empathy.
- Proven capabilities to efficiently and effectively solve a variety of problems related to customer service.
- Bachelor's degree in social services or related field, or equivalent combination of education and experience.
- Working knowledge of Title II of the Americans with Disabilities Act (ADA).
- Familiarity with Trapeze Paratransit software application, specifically the Trapeze Certification module.
Necessary Special Requirements:
Ability to travel throughout King County and participate in outreach activities as needed, including schedule flexibility to attend some evening and weekend outreaches (approximately once per month).
Supplemental Information
Who May Apply
This position is open to all King County Employees and the General Public.
How to Apply
Complete an online application and answer the supplemental questionnaire.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving, etc.
Applications that are incomplete may be rejected as incomplete and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs.
Selection Process
Applications, including the supplemental questionnaire, will be screened for qualifications, communication skills, and attention to detail. The most competitive candidates will be invited to participate in a skills and/or writing test. The selection process will also include a panel interview(s). Reference checks will be conducted.
Work Schedule
This position is non-exempt from the provisions of the Fair Labor Standards Act and is eligible for overtime pay. The work schedule is Monday through Friday, 8:00 a.m. - 5:00 p.m., but work outside of the normal workday may be required for meetings, events, and public outreach.
Work Location:
The primary office for this position is King Street Center at 201 S Jackson St in downtown Seattle. Initial training for this role will require daily attendance at King Street Center. After training, successful applicants will work a hybrid schedule, typically Monday through Friday from 8:00 am to 5:00 pm, with 1-2 days per week in the office and the remainder working remotely.
Please note, the hybrid schedule may change in the future, and reporting to the office each day could become necessary depending on the outcome of ongoing telework assessments. Given the sensitive nature of customer privacy in this role, any remote work location must ensure a private environment where customer data and conversations are not accessible to non-Metro Access Paratransit employees.
Teleworking Requirement
The work associated with this position is currently being performed in a hybrid fashion including teleworking, complemented with onsite work and meetings as needed. Frequency of onsite work will vary based on business and operational needs. Employees must reside in Washington State and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.
For more information regarding this recruitment, please contact:
Tracy Bylund (She/Her), Talent Advisor at tbylund@kin gcounty.gov
Union Membership: This position is represented by PROTEC17: Professional and Technical Employees, Local 17
Class Code: 2230200 - Customer Services Coordinator
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North" , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 12paid holidays each year plus twopersonal holidays
- Generous vacation and paid sick leave
- Paid parental,family and medical, and volunteer leaves
- Flexible Spending Account
- Wellness programs
- Onsite activity centers
- Employee Giving Program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position.Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
